Automated contact center customer mobile device client infrastructure testing

• US 10,469,418 B2
• Filed: 10/20/2017
• Issued: 11/05/2019
• Est. Priority Date: 12/22/2009
• Status: Active Grant

• Current Assignee: Cyara Solutions Pty. Ltd.
• Original Assignee: Cyara Solutions Pty. Ltd.
• Inventors: Willshire, Geoff
• Primary Examiner(s): Zenati, Amal S
• Application Number:
  US15/789,667
• Publication Number:
  US 20180034753A1
• Time in Patent Office: 746 Days
• Field of Search: 37926502
• CPC Class Codes: G06F 11/3664 Environments for testing or debugging software
• CPC Class Codes: G06F 11/3684 for test design, e.g. generating new test cases
• CPC Class Codes: G06F 11/3688 for test execution, e.g. scheduling of test suites
• CPC Class Codes: G06F 11/3692 for test results analysis
• CPC Class Codes: H04L 41/00 Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
• CPC Class Codes: H04L 41/14 Network analysis or design
• CPC Class Codes: H04L 41/5093 wherein the managed service relates to messaging or chat services
• CPC Class Codes: H04L 43/50 Testing arrangements
• CPC Class Codes: H04L 43/55 Testing of service level quality, e.g. simulating service usage
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04M 3/28 Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service

Abstract

An automated contact center agent mobile device client infrastructure testing system comprising a mobile device command repository is disclosed. The system also has a mobile device control module that retrieves mobile device commands from the repository, receives instructions, data, and parameters for contact center device testing, runs predesignated contact center device test suites on at least one mobile device, receives contact center device test suite result data from mobile devices, and forwards the contact center device test suite result data received from mobile devices to a contact center device test manager system.

Claims

1. A system for automated contact center customer mobile device client infrastructure testing, comprising:

a mobile device command repository

configured to store a plurality of mobile device test initiation commands, each test initiation command being configured to cause a wireless mobile device to initiate a test of a contact center system; and

a mobile device control module comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device, wherein the mobile device control module is configured to;

retrieve a mobile device test initiation command from the mobile device command repository;

connect to a wireless mobile device;

send the mobile device test initiation command to the mobile device;

receive a test result from the wireless mobile device; and

store the test result in a mobile device response log data store; and

a wireless mobile device comprising a wireless network adapter, a memory, a processor, and a plurality of programming instructions stored in the memory, wherein the plurality of programming instructions, when operating on the processor, cause the wireless mobile device to;

receive a wireless connection from the mobile device control module;

receive a test initiation command from the mobile device control module;

initiate a test program corresponding to the test initiation command by contacting a contact center via a means of communication set forth in the test program;

receiving a response from the contact center via the means of communication set forth in the test program; and

determining a test result of the communication with the contact center using the test program; and

sending the test result to the mobile device control module.

2. The system of claim 1, wherein the means of communication set forth in the test program comprises testing of at least a voice call using a telephony network.

3. The system of claim 1, wherein the means of communication set forth in the test program a VoIP call using a packet data network.

4. The system of claim 1, wherein the means of communication set forth in the test program comprises testing of a video call.

5. A method for automated contact center customer mobile device client infrastructure testing, in which the steps comprise:

storing a plurality of mobile device test initiation commands, each test initiation command being configured to cause a wireless mobile device to initiate a test of a contact center system;

retrieving, using a mobile device control module, a mobile device test initiation command from the mobile device command repository;

connecting, using a mobile device control module, to a wireless mobile device;

sending, using a mobile device control module, the mobile device test initiation command to the wireless mobile device;

initiating a test program on the wireless mobile device corresponding to the test initiation command by contacting a contact center via a means of communication set forth in the test program;

receiving on the mobile device a response from the contact center via the means of communication set forth in the test program; and

determining on the mobile device a test result of the communication with the contact center using the test program; and

sending the test result from the wireless mobile device to the mobile device control module;

storing the test result in a mobile device response log data store.

6. The method of claim 5, wherein the means of communication set forth in the test program comprises a voice call using a telephony network.

7. The method of claim 5, wherein the means of communication set forth in the test program comprises a VoIP call using a packet data network.

8. The method stem of claim 5, wherein the means of communication set forth in the test program comprises testing of a video call.