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.
The basic procedure is accomplished in a similar way to that of testing Applications and Voice Quality. You need to automate actual calls into the voice portal/IVR in a controlled way and measure the results at every stage. This is especially important in Unified Communications and Contact Center installations, where the structures are quite complex. Isolating performance issues at each layer enables you to speed the discovery of the source of any problem that might crop up.
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.
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.
Today’s communication environment is extraordinarily complex. We live in a time where everyone wants to communicate and interact in their own unique way. Clearly this situation can be very challenging for contact center operations managers. There is pressure to meet customer satisfaction goals and reduce the risk of new technology, while also keeping costs low and addressing other business goals.
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.
One group of especially smart people I work with on a regular basis is the market analyst community. I’ve worked with many of them over the past few years here at Empirix, as well as in previous positions. I enjoy when we can share with one another our views on the state of the technology world.
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.
Interwoven throughout the conference was discussion on the rapid pace of change, in particular in Unified Communications environments. Enterprises are integrating multiple and instantaneous forms of communication with business processes.