Take a Closer Look: What is MOS?

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Mean Opinion Score (MOS)

In the world of communications systems testing and monitoring, MOS is an acronym for Mean Opinion Score. A MOS is used to evaluate and characterize the transmission characteristics of a telecommunications system. If you are not using an automated system to calculate MOS, you need the following things: A group of people to serve as test […]

Take a Closer Look: Voice Portal/IVR Testing

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Big Data

By this time, you probably already know the initial steps in end-to-end testing: first, look at your infrastructure and second, test applications and voice quality. Now let’s take a look at voice portal/IVR testing. The basic procedure is accomplished in a similar way to that of testing Applications and Voice Quality. You need to automate […]

Take a Closer Look: What is Passive Monitoring?

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Closer Look at Passive Monitoring

No matter how solid a communications system is when it’s first implemented, things tend to go wrong over time. As you add new technology, change settings, have increased voice or data volumes, and more, it becomes a requirement that you monitor your communications systems to ensure they run as expected. Monitoring Your Communications Systems There […]

Testing SBCs: Why Do It?

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Testing SBCs

Two key elements of infrastructure testing of contact centers and unified communication environments include the session border controller (SBC) and SIP trunking. To understand more about SIP testing, read SIP 101: Preparing for Successful Deployment. In this post, I will focus on the requirements of testing SBCs. Read: Take a Closer Look: What is End-to-End Infrastructure […]

Take a Closer Look: What Is End-to-End Infrastructure Testing

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Infrastructure Testing

I’ve said before that it’s critical that enterprises conduct end-to-end testing, particularly for their contact center or unified communications environments. But what does testing end-to-end really mean? The four key elements to look at in end-to-end testing are: infrastructure, IVR/auto attendant, telephony-database integration, and agent CRM system. In this post I’m going to focus on […]

Take a Closer Look: What is Active Monitoring?

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What is Active Monitoring?

The phrase Active Monitoring can mean many different things, ranging from a periodic ping to verify that a server is reachable, to an HTTP transaction to measure responsiveness of a website, to a multi-party voice transaction to determine the quality levels that users are experiencing. Today, I am going to focus on active voice transactions. […]

Are Customers Seeing Your Problems Before You Do?

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Customer Seeing Problems

Have you ever had something go wrong with your system? How do you find out people are having a bad experience while trying to use your enterprise communication system? Here are three ways I can think of – some of which less desirable than others. Method #1: Someone Complains Are you finding out about customer […]