AUTOMATED CONTACT CENTER CUSTOMER MOBILE DEVICE CLIENT INFRASTRUCTURE TESTING

• US 20180034753A1
• Filed: 10/20/2017
• Published: 02/01/2018
• Est. Priority Date: 12/22/2009
• Status: Active Grant

• Current Assignee: Cyara Solutions Pty. Ltd.
• Original Assignee: Cyara Solutions Pty. Ltd.
• Inventors: Willshire, Geoff
• Granted Patent: US 10,469,418 B2
• Time in Patent Office: Days
• 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 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 command repository;

stores a plurality of mobile device commands, each command being configured to perform a plurality of tasks when the command is executed on a processor of a mobile device, the mobile device being of any of a plurality of mobile device types and running any of a plurality of software operating systems; 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;

retrieves mobile device commands from the mobile device command repository;

receives instructions, data, and parameters for contact center device testing;

concatenates mobile device commands with instructions, data, and parameters for contact center device testing to run 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 at least one contact center device test manager system in the format used by the contact center device test manager system.

2. The system of claim 1, further comprising a mobile device response log data store, wherein the mobile device response log data store stores test suite result data.

3. The system of claim 1 further comprising an automated contact system test engine, wherein the automated contact system test engine is configured for at least automated general usage testing.

4. The system of claim 1 further comprising an automated contact system test engine, wherein the automated contact system test engine is configured for at least automated text chat testing.

5. The system of claim 1 further comprising an automated contact system test engine, wherein the automated contact system test engine is configured for at least automated call testing.

6. The system of claim 4, wherein the automated call testing comprises testing of at least a voice call using a telephony network.

7. The system of claim 4, wherein the automated call testing comprises testing of at least a VoIP call using a packet data network.

8. The system of claim 4, wherein the automated call testing comprises testing of at least a video call.

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

(a) stores a plurality of mobile device commands to perform a plurality of tasks when executed on mobile devices of a plurality of types running a plurality of operating systems using a mobile device command repository;

(b) retrieving mobile device commands from the mobile device command repository using a mobile device control module;

(c) receiving instructions, data, and parameters for contact center device testing using the mobile device control module;

(d) concatenating mobile device commands with instructions, data, and parameters for contact center device testing to run predesignated contact center device test suites on at least one mobile device using the mobile device control module;

(e) receiving contact center device test suite result data from mobile devices using the mobile device control module; and

(f) forwarding the contact center device test suite result data received from mobile devices to at least one contact center device test manager system in the format used by the contact center device test manager system using the mobile device control module.