Research And Design Of The Voice Performance Test Platform For Call Center

Voice performance test platform is composed of the software and hardware, which is a Model-Driven Architecture based on the coexistence of voice and data flow of software-driven hardware. The application of the platform requires a voice analog front-end and back-end hardware devices automatically initiate responses as a basis hardware support platform, respectively, driven by the control software is responsible for the pressure to initiate and complete voice-automated voice response.The voice system of call center is Complex, even there is no mature industry test methods and test cases that we can draw on, with the high-traffic, high-quality customer service requirements, customer service performance testing voice traffic system is urgent, voice test model achieved Call center traffic on system performance test, the test simplifies the implementation process of speech, and saves a large number of human and material resources, it can accurately obtain proximal and distal to the number of the gateway call setup forwarding, call occurrence, the number of call completion, the number of error Calls, call completion rates, busy hour call attempts, calls per second,etc.This article focuses research around the voice test model research and design, from the perspective of detailed analysis of components of various factors on the test model of speech and the factors play a role in the model. Test platform design from the speech before and after the processing platform hardware design, The signaling protocol processing, speech signal processing and control flow analysis to achieve, After depth analysis to various types of voice promotion, we established a set of independent innovation, the unified model was consist of the pressure module, automatic response module, monitoring module performance, performance analysis modules. This test model provides a support for Public Switched Telephone Network/Voice over Internet Protocol (PSTN/VOIP)test a variety of interface interaction platform, user access control simulation El card Interactive Voice Response (IVR)and call center agent systems, so as to achieve great traffic concurrent calls, complete signaling/protocols and media stream simultaneous simulations, and achieve the performance testing of voice calls and voice quality testing.Combination of external factors that affect the model application and the Agricultural Bank of China customer service system performance testing process, We use the test model in actual project, and it's proved feasibility and effectively. In our bank, we have formed a series of tests process specifications, so testers can get into the role quickly, efficiently, in order to improve the testing efficiency.