A test system for a call center

Abstract

The embodiment of the present specification provides a test system of a call center, the call center comprising a traffic component and an interface calling unit for issuing signaling to the traffic component; the test system comprises a test application and a test client in communication with the interface calling unit; the test system sends a plurality of virtual telephone registrations to the traffic component through the test application, the virtual telephone registration carrying a virtual telephone identifier, and the virtual telephone registration being used to instruct the traffic component to register a virtual telephone represented by the virtual telephone identifier; the test client sends a plurality of agent login requests to the interface calling unit, the agent login request carrying the virtual telephone identifier, and the agent login request being used to request the interface calling unit to instruct the traffic component to bind an agent account and a virtual telephone based on the agent login request, and the agent accounts bound by different virtual telephones being different. In this way, low-cost and efficient testing of the concurrent communication capability of the interface of the call center can be realized.

Description

Technical Field

[0001] The embodiments described in this specification relate to the field of communication technology, specifically to a test system for a call center. Background Technology

[0002] A call center (Internet Call Center, ICC) is a voice communication management system built on computer and communication integration technology. Through a call center, a communication connection can be established between the agent and the user based on a call request, which can effectively provide high-quality and efficient call services for agents and users.

[0003] Currently, to ensure the call center functions properly after going live, compatibility functional tests and stress tests are typically performed. However, among related technologies, stress testing for call centers is inefficient. Summary of the Invention

[0004] In view of this, the embodiments of this specification aim to provide a testing system for call centers to improve the testing efficiency when stress testing call centers.

[0005] This specification provides a test system for a call center. The call center includes a call processing component and an interface calling unit for issuing signaling to the call processing component. The test system includes a test application and a test client that communicates with the interface calling unit. The test system sends multiple virtual phone registration signaling messages to the call processing component through the test application. Each virtual phone registration signaling message carries a virtual phone identifier and is used to instruct the call processing component to register the virtual phone represented by the virtual phone identifier. The test client sends multiple agent login requests to the interface calling unit. Each agent login request carries the virtual phone identifier, and different agent login requests carry different virtual phone identifiers. Each agent login request is used to request the interface calling unit to instruct the call processing component to bind agent accounts to the virtual phones based on the agent login requests. Different agent accounts are bound to different virtual phones.

[0006] The call center testing system provided in this specification establishes a test application and a test client for communication with the interface calling unit for a call center, including a call service component and an interface calling unit. The test application sends multiple virtual phone registration signaling messages carrying virtual phone identifiers to the call service component. These virtual phone registration signaling messages instruct the call service component to register the virtual phones represented by the multiple virtual phone identifiers. The test client can send multiple agent login requests carrying virtual phone identifiers to the interface calling unit. These agent login requests request the interface calling unit to instruct the call service component to bind multiple agent accounts to multiple virtual phones based on the agent login requests. This specification embodiment can simulate multiple agent accounts, thereby enabling further concurrent call testing based on these multiple agent accounts, achieving low-cost and high-efficiency testing of the concurrent communication capabilities of the call center interface. Attached Figure Description

[0007] Figure 1 This is a schematic diagram of the structure of a call center testing system provided in the embodiments of this specification.

[0008] Figure 2 This is a schematic diagram of the structure of a call center testing system provided in the embodiments of this specification.

[0009] Figure 3 This is a hardware structure block diagram of a server for a call center testing method provided in the embodiments of this specification. Detailed Implementation

[0010] To enable those skilled in the art to better understand the solutions described in this specification, the technical solutions in the embodiments of this specification will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only a part of the embodiments of this specification, and not all of them. Based on the embodiments in this specification, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this specification.

[0011] In related technologies, call centers can include user-interface-based call centers and interface-integrated call centers. User-interface-based call centers operate and manage agent calls through the user interface. Interface-integrated call centers, on the other hand, directly implement and manage handset or softphone calls through the integrated interface. For customers with only hardware phones or softphones, interface-integrated call centers meet call service requirements while reducing the workload of user-interface development.

[0012] In real-world scenarios, testers can perform compatibility and functional tests on integrated interface call centers using different phones. However, while ensuring functional compatibility, performance testing is difficult. To test the concurrent communication support capabilities of an integrated interface call center, one approach is to register a large number of compatible phones to the call center platform and then conduct actual dialing tests. However, this approach is costly. Another approach is to launch softphones on computers, register them to the call center platform, and then conduct dialing tests. However, this method requires multiple terminals and multiple users to launch, register, and dial, and the test scenario lacks persistence. Therefore, current technologies for testing call center interface performance do not create a call scenario test. Manually adding phones for testing makes it difficult to achieve the desired test results, and the lack of a unified test interface leads to poor test feasibility and low testing efficiency.

[0013] Therefore, it is necessary to provide a stress testing system for call centers that does not require the purchase of a large number of phones or the startup of multiple computer terminals. By testing the application, the call center can register multiple virtual phones and bind multiple agent accounts to multiple virtual phones respectively, establishing communication connections between multiple virtual user numbers and agent accounts. This allows for efficient and rapid stress testing of the call center's ability to support concurrent communication with phones.

[0014] Please see Figure 1 This specification provides a schematic diagram of the structure of a call center testing system. The call center may include a call processing component and an interface calling unit for issuing signaling to the call processing component. The testing system may include a test application and a test client communicating with the interface calling unit. The testing system can send multiple virtual phone registration signaling messages to the call processing component through the test application. Each virtual phone registration signaling message carries a virtual phone identifier and is used to instruct the call processing component to register the virtual phone represented by the virtual phone identifier. The test client can send multiple agent login requests to the interface calling unit. Each agent login request carries the virtual phone identifier, and different agent login requests carry different virtual phone identifiers. Each agent login request is used to request the interface calling unit to instruct the call processing component to bind agent accounts to the virtual phones based on the agent login request, wherein different agent accounts are bound to different virtual phones.

[0015] In some implementations, the traffic component may include a first traffic component for registering virtual phones, and a second traffic component as a simulated user terminal having multiple virtual user numbers.

[0016] For example, the first traffic component can be Kamailio, an open-source Session Initiation Protocol (SIP) server. In this embodiment, Kamailio can be used as a registration server to register virtual phones. SIP is a multimedia communication protocol developed by the Internet Engineering Task Force (IETF). It is a text-based application layer control protocol used to create, modify, and release sessions of one or more participants. SIP is characterized by its flexibility, ease of implementation, and scalability.

[0017] For example, the second traffic component can be a telephone softswitch platform, such as FreeSwitch. FreeSwitch is a switching platform that supports the SIP protocol. In this embodiment, the second traffic component FreeSwitch can be used for the registration of virtual user numbers, thereby constructing multiple virtual user numbers.

[0018] In some implementations, the first and second traffic components can also be used to forward traffic.

[0019] In some implementations, the interface calling unit can be an interface exposed by the call center, which can be used to connect third parties with the call center's call processing components. For example, the third party can be a physical phone, a virtual phone, or a test client. In this implementation, the test client, acting as a third party, can establish a communication connection with the call center's call processing components through the interface calling unit. For example, the test client can connect with the call center's first call processing component, Kamailio, through the interface calling unit.

[0020] In some cases, it's necessary to simulate multiple virtual phones making outbound calls simultaneously; therefore, multiple virtual phones need to be created first. Specifically, a softphone terminal can be selected to create virtual phones. For example, softphones such as Pjphone, MicroIP, or eyeBeam can be used to create virtual phones. As an example, multiple threads can be used concurrently through a preset concurrent script and the interface provided by the softphone to create multiple virtual phones carrying virtual phone identifiers, where the virtual phone identifier can refer to the phone account of the virtual phone. In some implementations, the phone accounts of multiple virtual phones and the corresponding phone password information for each virtual phone can be stored in a CSV file.

[0021] In this embodiment, the test application SIPP can construct a SIP phone registration file based on the SIP protocol to determine the virtual phone registration signaling. The SIP phone registration file can be in XML format. Specifically, the test application SIPP can register multiple virtual phones stored in a CSV file to a call center's traffic component based on the XML-formatted SIP phone registration file. This traffic component is the first traffic component, Kamailio.

[0022] To test the concurrent communication capabilities of the call center's interface calling unit with virtual phones bound to agent accounts, it is necessary to first bind multiple agent accounts to multiple virtual phones. In some implementations, the binding between multiple agent accounts and multiple virtual phones can be performed through a test client. Specifically, the test client can receive multiple virtual phone identifiers, i.e., multiple virtual phone accounts, and send multiple agent login requests carrying virtual phone accounts to the interface calling unit. This instructs the first call service component Kamailio to verify the login requests carrying virtual phone accounts based on the multiple virtual phones represented by the registered virtual phone accounts. If the virtual phone account carried in the agent login request exists in the first call service component Kamailio, the virtual phone login is successful, and the virtual phone is bound to the agent account.

[0023] As mentioned above, registering multiple virtual phones in the test application to test the concurrent communication capabilities of the call center based on interface call units can reduce the use of physical phones during subsequent testing. Furthermore, it avoids the need for multiple softphones to be launched during testing, thus improving testing efficiency while reducing testing costs.

[0024] In some implementations, the testing system can construct multiple virtual user numbers through the testing application, and these virtual user numbers are used to establish communication connections with the virtual phones corresponding to the agent accounts.

[0025] In some cases, when stress testing the concurrent communication capabilities of a call center, it is difficult to make a large number of outbound calls to actual user numbers.

[0026] Therefore, in some implementations, the testing system can construct multiple virtual user numbers through a testing application before the virtual phone makes outbound calls.

[0027] For details, please refer to Figure 2Multiple virtual user numbers can be registered with the FreeSwitch, the second traffic component of the call center, through the test application SIPP, thereby constructing multiple virtual user numbers. As an example, multiple virtual numbers can be pre-created and stored in a CSV file. The test application SIPP then constructs a SIP phone registration file based on the SIP protocol to determine the virtual user registration signaling. The SIP phone registration file can be in XML format. Specifically, the test application SIPP can register the multiple virtual user numbers stored in the CSV file with the FreeSwitch, the second traffic component of the call center, based on the XML-formatted SIP phone registration file, enabling the virtual phones to communicate with the virtual user numbers.

[0028] In some cases, it is necessary to test the communication performance of a call center for concurrent outbound calls via an interface invocation unit. Therefore, in some implementations, the test client can send multiple concurrent outbound call requests to the interface invocation unit. These outbound call requests carry virtual user numbers, with different virtual user numbers carried by different requests. The outbound call requests are used to request the interface invocation unit to issue an outbound call instruction to the call service component. This instruction instructs the call service component to initiate an outbound call to the virtual user number based on the virtual phone corresponding to the agent account. As an example, the interface invocation unit can issue an outbound call instruction to the call center's first call service component, Kamailio, based on the outbound call requests, instructing Kamailio to initiate a call to the virtual user number based on the virtual phone corresponding to the agent account.

[0029] In some implementations, the test client can obtain an agent account in a specified state and include the specified agent account in the outbound call request. The specified agent account may refer to an agent account in a ready state. This allows the first traffic component to initiate an outbound call to the virtual user number based on the virtual phone corresponding to the agent account in the specified state.

[0030] In this embodiment, by obtaining the agent accounts in a specified state, the status of agent accounts during concurrent outbound call testing of the call center is effectively controlled, thereby improving the rationality of the test system during stress testing.

[0031] In some cases, the test system needs to simulate multiple virtual user numbers making simultaneous calls to test the call center's communication capabilities for multiple virtual phones making parallel calls based on the interface call unit.

[0032] Therefore, in some implementations, the testing system can initiate multiple inbound call requests in parallel to the call processing component through the testing application. The inbound call requests carry virtual user numbers, and different inbound call requests carry different virtual user numbers. The inbound call requests are used to request the call processing component to establish a communication connection between the virtual phone corresponding to the agent account and the virtual user number.

[0033] Specifically, the test system can register multiple virtual user numbers with the second traffic component FreeSwitch of the call center through the test application SIPP. The test application SIPP sends inbound call requests carrying virtual user numbers to the second traffic component FreeSwitch in parallel. The inbound call request is used to enable the second traffic component FreeSwitch to initiate a call to the virtual phone corresponding to the agent account through the first traffic component Kamailio based on the virtual user number in the inbound call request and the virtual user number already registered in the second traffic component FreeSwitch.

[0034] Thus, the testing system provided in this embodiment can test the communication capabilities of a call center in parallel inbound calls. By combining the testing of the call center's concurrent outbound call communication capabilities with the testing of its parallel inbound call communication capabilities, the testing efficiency and effectiveness of the call center's concurrent communication capabilities are improved.

[0035] Specifically, after receiving the incoming call request, the call handling component receives the agent account in a specified state from the interface calling unit, and uses this information to establish a communication connection between the virtual phone and the virtual user number corresponding to the agent account in the specified state.

[0036] As an example, the first traffic component, Kamailio, can be based on the second traffic component, FreeSwitch.

[0037] Specifically, after receiving the multiple inbound call requests, the call handling component can receive the working status of multiple agent accounts fed back by the interface calling unit, and determine the agent account in a specified state based on the received working status of the multiple agent accounts fed back by the interface calling unit, for establishing a communication connection between the virtual phone and the virtual user number corresponding to the agent account in the specified state. The agent account in the specified state can be an agent account in a ready state.

[0038] In some implementations, the test client may also have an agent status page. The agent status page displays the working status of the agent account as reported by the interface calling unit. The agent status page includes multiple operation controls, which are used to issue status change requests to the interface calling unit regarding the working status of the agent account. Different operation controls correspond to different working statuses.

[0039] Specifically, the operation controls on the agent status page can include at least one of the following: answer control, reject control, hang up control, monitor control, outbound call control, break control, ready control, login control, logout control, hold control, retrieve control, transfer control, mute control, and sound control. When different operation controls are triggered, the test client will send different status change requests for the agent account's working status to the interface calling unit.

[0040] When the answering control is triggered, the test client can send a request to the interface calling unit to change the answering request of the agent account with the specified virtual user number, so that the virtual phone of the agent account can respond to the call request of the specified virtual user, thereby establishing a call connection between the virtual phone of the agent account and the specified virtual user number.

[0041] When the rejection control is triggered, the test client can send a rejection request to the interface calling unit to change the agent account associated with the specified virtual user number, thereby rejecting incoming calls from the specified virtual user number.

[0042] When the hang-up control is triggered, the test client can send a hang-up request to the interface calling unit to change the agent account of the specified virtual user number, so that the call connection between the specified virtual user number and the virtual phone of the agent account can be stopped.

[0043] When the monitoring control is triggered, the test client can send a request to the interface calling unit to change the monitoring status of the agent account with the specified virtual user number, so as to monitor the call between the specified virtual user number and the virtual phone of the agent account.

[0044] When the outbound call control is triggered, the test client can issue an outbound call request to the interface calling unit to change the agent account with the specified virtual user number, so that the agent account's virtual phone can initiate an outbound call to the specified virtual user.

[0045] When the break control is triggered, the test client can send a break request to the interface calling unit to change the break status of the agent account with the specified virtual user number, so that the agent status of the virtual phone of the agent account with the specified virtual user number is set to break status, thereby allowing the virtual phone of the agent account to not accept incoming call requests from the specified virtual user number.

[0046] When the ready control is triggered, the test client can issue a ready request to the interface calling unit to change the agent account with the specified virtual user number, so that the working status of the agent account is ready.

[0047] When the login control is triggered, the test client can send a login request to the interface calling unit to change the login status of the agent account with the specified virtual user number, so that the agent account's working status is logged in.

[0048] When the logout control is triggered, the test client can send a logout request to the interface calling unit to change the agent account with the specified virtual user number, so that the agent account's working status is logged out.

[0049] When the hold control is triggered, the test client can issue a hold request to the interface calling unit to change the hold status of the agent account with the specified virtual user number, so that the working status of the agent account is held.

[0050] When the retrieval control is triggered, the test client can send a retrieval request to the interface calling unit to change the agent account with the specified virtual user number, so as to retrieve the normal call connection with the specified virtual user number while the agent account is in the state of being retained.

[0051] When the transfer control is triggered, the test client can issue a transfer request to the interface calling unit to change the transfer request of the agent account with the specified virtual user number, so that the agent account with the specified virtual user number will forward the incoming call request of the specified virtual user number to the virtual phone of other agent accounts.

[0052] When the mute control is triggered, the test client can send a mute request to the interface calling unit to change the mute status of the agent account with the specified virtual user number, so that the call between the specified virtual user number and the virtual phone of the agent account is muted.

[0053] When the sound control is triggered, the test client can send a request to the interface calling unit to change the sound adjustment of the agent account with the specified virtual user number, so as to adjust the sound volume of the call between the virtual phone of the specified virtual user number and the agent account corresponding to the specified virtual user number.

[0054] In some implementations, the test client also has a scheduled task page. The scheduled task page is used to configure the start time and duration of the communication connection established between the virtual phone corresponding to the agent account and the virtual user number.

[0055] Specifically, the scheduled task page allows configuration of multiple scheduled test tasks, including the start time, duration, test method, and whether each task is enabled. Test methods can include inbound call testing and outbound call testing.

[0056] This implementation allows users to set up scheduled outbound call test tasks or scheduled inbound call test tasks through the scheduled task page, thereby further improving the testing efficiency and experience of the call center.

[0057] This specification provides a testing method for a call center. The call center includes a call handling component and an interface calling unit for issuing signaling to the call handling component, wherein the call handling component has multiple virtual phones registered. The testing method can be performed based on a test client. The testing method may include the following steps.

[0058] Step S110: Send multiple agent login requests carrying virtual phone identifiers to the interface calling unit. The agent login requests are used to request the interface calling unit to instruct the call component to bind multiple agent accounts to multiple virtual phones respectively based on the agent login requests.

[0059] Specifically, the agent login request can be used to instruct the first call service component Kamailio to verify the agent login request carrying the virtual phone account based on multiple virtual phones represented by multiple registered virtual phone accounts. If the agent login request carries the virtual phone account in the first call service component Kamailio, the virtual phone login is successful and the virtual phone completes the binding between the virtual phone and the agent account.

[0060] Step S120: Send multiple outbound call requests carrying virtual user numbers to the interface calling unit concurrently. The outbound call requests are used to enable the interface calling unit to issue multiple outbound call instructions to the call service component in parallel. The outbound call instructions are used to instruct the call service component to initiate calls to the corresponding virtual user numbers based on the virtual phones corresponding to the agent accounts.

[0061] In this embodiment, multiple agent accounts can be simulated, and then further concurrent call tests can be carried out based on these multiple agent accounts, so as to achieve low-cost and high-efficiency testing of the concurrent communication capabilities of the call center.

[0062] In some implementations, the testing method may further include: displaying a seat status page showing the working status of a seat account with feedback from an interface calling unit; wherein the seat status page includes multiple operation controls that issue status change requests to the interface calling unit for the working status of the seat account; wherein different operation controls correspond to different working statuses.

[0063] This specification also provides a testing method for a call center, which may include the following steps.

[0064] Step S210: The test client calls the interface calling unit to register the listening event, so that the interface calling unit registers the listening event with the call component, and when the event occurs, it is fed back to the test client.

[0065] Step S212: Test the application to log in to multiple virtual phones.

[0066] Step S214: The test application sends multiple virtual phone registration requests carrying virtual phone identifiers to the call component.

[0067] Step S216: The call component registers the virtual phone according to the virtual phone registration request.

[0068] Step S218: The test client sends multiple agent login requests carrying virtual phone identifiers to the interface calling unit. The agent login requests are used to request the interface calling unit to instruct the call component to bind multiple agent accounts to multiple virtual phones respectively based on the agent login requests.

[0069] Step S220: Test the application to build multiple virtual user numbers.

[0070] Step S222: The test application uses the multiple virtual user numbers to concurrently initiate calls to the call center.

[0071] Step S224: The call component establishes communication between the virtual user number and the agent account.

[0072] Step S226: The test client listens for events through the interface call unit, displays the working status of multiple agent accounts, and issues control commands to the interface call unit to change the working status of agent accounts based on the received operations.

[0073] Step S228: The test client can send multiple outbound call requests carrying virtual user numbers to the interface calling unit concurrently. The outbound call request is used to request the interface calling unit to issue multiple outbound call instructions to the call service component in parallel, so as to instruct the call service component to initiate calls to the virtual user numbers based on the virtual phone corresponding to the agent account.

[0074] In this embodiment, a test client that communicates with the test application and the interface call unit integrated with the call center can achieve low-cost and high-efficiency testing of the call center's concurrent communication capabilities based on the interface call unit.

[0075] This specification also provides a testing apparatus for a call center. The call center includes a call processing component and an interface calling unit for issuing signaling to the call processing component, wherein the call processing component has registered multiple virtual phones. The testing apparatus may include a login module and an outbound calling module. The login module is used to send multiple agent login requests carrying virtual phone identifiers to the interface calling unit. These agent login requests request the interface calling unit to instruct the call processing component to bind multiple agent accounts to multiple virtual phones based on the agent login requests. The outbound calling module is used to concurrently send multiple outbound calling requests carrying virtual user numbers to the interface calling unit. These outbound calling requests cause the interface calling unit to issue multiple outbound calling instructions to the call processing component in parallel. These outbound calling instructions instruct the call processing component to initiate outbound calls to the corresponding virtual user numbers based on the virtual phones corresponding to the agent accounts.

[0076] The specific functions and effects of the call center testing device can be explained by referring to other embodiments in this specification, and will not be repeated here. Each module in the call center testing device can be implemented entirely or partially through software, hardware, or a combination thereof. Each module can be embedded in or independent of the processor in the computer device in hardware form, or it can be stored in the memory of the computer device in software form, so that the processor can call and execute the operations corresponding to each module.

[0077] Some of the methods and embodiments provided in this specification can be executed in a computer terminal, server, or similar electronic device. Figure 3 This is a hardware block diagram of an electronic device for a call center testing method provided in some embodiments of this specification. (Example) Figure 3As shown, this electronic device can vary significantly in configuration or performance, and may include one or more Central Processing Units (CPUs) (processors may include, but are not limited to, microprocessors such as MCUs or programmable logic devices such as FPGAs), memory for storing data, and one or more storage media (e.g., one or more mass storage devices) for storing applications or data. The memory and storage media can be temporary or persistent storage. The program stored on the storage media may include one or more modules, each module including a series of instruction operations on a server. Furthermore, the CPU may be configured to communicate with the storage media to execute a series of instruction operations stored on the storage media on the electronic device. The electronic device may also include one or more power supplies, one or more wired or wireless network interfaces, one or more input / output interfaces, and / or one or more operating systems, such as Windows Server™, Mac OSX™, Unix™, Linux, FreeBSD, etc.

[0078] Input / output interfaces can be used to receive or send data via a network. Specific examples of such networks may include wireless networks provided by the communication provider of the electronic device. In one example, the input / output interface includes a Network Interface Controller (NIC), which can connect to other network devices via a base station to communicate with the Internet. In another example, the input / output interface may be a Radio Frequency (RF) module, used for wireless communication with the Internet.

[0079] Those skilled in the art will understand that Figure 3 The structure shown is for illustrative purposes only and does not limit the structure of the electronic device described above. For example, the electronic device may also include components that are more... Figure 2 The more or fewer components shown, or having the same Figure 2 The different configurations shown.

[0080] This specification also provides a computer-readable storage medium having a computer program stored thereon, which, when executed by a computer, causes the computer to perform the call center testing method of any of the above embodiments.

[0081] This specification also provides a computer program product containing instructions that, when executed by a computer, cause the computer to perform the call center testing method in any of the above embodiments.

[0082] It is understood that the specific examples in this document are only intended to help those skilled in the art better understand the embodiments described herein, and are not intended to limit the scope of the invention.

[0083] It is understood that in the various embodiments described in this specification, the sequence number of each process does not imply the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments described in this specification.

[0084] It is understood that the various implementation methods described in this specification can be implemented individually or in combination, and the implementation methods in this specification are not limited in this respect.

[0085] Unless otherwise stated, all technical and scientific terms used in the embodiments of this specification have the same meaning as commonly understood by one of ordinary skill in the art. The terminology used in this specification is for the purpose of describing particular embodiments only and is not intended to limit the scope of this specification. The term "and / or" as used in this specification includes any and all combinations of one or more of the associated listed items. The singular forms "a," "the," and "the" as used in the embodiments of this specification and the appended claims are also intended to include the plural forms unless the context clearly indicates otherwise.

[0086] It is understood that the processor in the embodiments of this specification can be an integrated circuit chip with signal processing capabilities. In implementation, each step of the above method embodiments can be completed by integrated logic circuits in the processor's hardware or by instructions in software form. The processor can be a general-purpose processor, a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), or other programmable logic devices, discrete gate or transistor logic devices, or discrete hardware components. It can implement or execute the methods, steps, and logic block diagrams disclosed in the embodiments of this specification. The general-purpose processor can be a microprocessor or any conventional processor. The steps of the methods disclosed in the embodiments of this specification can be directly implemented by a hardware decoding processor, or by a combination of hardware and software modules in the decoding processor. The software modules can reside in random access memory, flash memory, read-only memory, programmable read-only memory, electrically erasable programmable memory, registers, or other mature storage media in the art. This storage medium is located in memory; the processor reads information from the memory and, in conjunction with its hardware, completes the steps of the above methods.

[0087] It is understood that the memory in the embodiments of this specification may be volatile memory or non-volatile memory, or may include both volatile and non-volatile memory. Non-volatile memory may be read-only memory (ROM), programmable read-only memory (PROM), erasable programmable read-only memory (EPROM), electrically erasable programmable read-only memory (EEPROM), or flash memory. Volatile memory may be random access memory (RAM). It should be noted that the memory in the systems and methods described herein is intended to include, but is not limited to, these and any other suitable types of memory.

[0088] Those skilled in the art will recognize that the units and algorithm steps of the various examples described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of this specification.

[0089] Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working processes of the systems, devices, and units described above can be referred to the corresponding processes in the aforementioned method implementations, and will not be repeated here.

[0090] In the several embodiments provided in this specification, it should be understood that the disclosed systems, apparatuses, and methods can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for instance, the division of units is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces; the indirect coupling or communication connection between devices or units may be electrical, mechanical, or other forms.

[0091] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment, depending on actual needs.

[0092] In addition, the functional units in the various embodiments of this specification can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit.

[0093] If the aforementioned functions are implemented as software functional units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the technical solutions of this specification, in essence, or the parts that contribute to the prior art, or parts of the technical solutions, can be embodied in the form of software products. These computer software products are stored in a storage medium and include several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of this specification. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0094] The above description is merely a specific embodiment of this specification, but the scope of protection of this invention is not limited thereto. Any variations or substitutions that can be easily conceived by those skilled in the art within the technical scope disclosed in this specification should be included within the scope of protection of this specification. Therefore, the scope of protection of this invention should be determined by the scope of the claims.

Claims

1. A testing system for a call center, characterized in that, The call center includes a call processing component and an interface calling unit for issuing signaling to the call processing component; the test system includes a test application and a test client that communicates with the interface calling unit. The test system sends multiple virtual phone registration signaling messages to the call component through the test application. The virtual phone registration signaling messages carry virtual phone identifiers and are used to instruct the call component to register the virtual phone represented by the virtual phone identifier. The test client sends multiple agent login requests to the interface calling unit. Each agent login request carries a virtual phone identifier. Different agent login requests carry different virtual phone identifiers. Each agent login request is used to request the interface calling unit to instruct the call service component to bind the agent account to the virtual phone based on the agent login request. Different virtual phones are bound to different agent accounts.

2. The testing system according to claim 1, characterized in that, The testing system constructs multiple virtual user numbers through the testing application, and the virtual user numbers are used to establish communication connections with the virtual phones corresponding to the agent accounts.

3. The testing system according to claim 2, characterized in that, The test client sends multiple outbound call requests concurrently to the interface calling unit. Each outbound call request carries a virtual user number, and different outbound call requests carry different virtual user numbers. The outbound call request is used to request the interface calling unit to issue an outbound call instruction to the call service component. The outbound call instruction is used to instruct the call service component to initiate an outbound call to the virtual user number based on the virtual phone corresponding to the agent account.

4. The testing system according to claim 3, characterized in that, The test client obtains the agent account in a specified state; the outbound call request carries the agent account in the specified state and is used to initiate an outbound call to the virtual user number based on the virtual phone corresponding to the agent account in the specified state.

5. The testing system according to claim 1, characterized in that, The test client also has a seat status page, which displays the working status of the seat account as reported by the interface calling unit. The seat status page includes multiple operation controls, which are used to issue status change requests to the interface calling unit for the working status of the seat account. Different operation controls correspond to different working statuses.

6. The testing system according to claim 5, characterized in that, The operation controls on the agent status page include at least one of the following: answer control, reject control, hang up control, monitoring control, outbound call control, break control, ready control, login control, logout control, hold control, transfer control, mute control, and sound control; wherein... When the answering control is triggered, a request to change the answering account of the agent with the specified virtual user number is sent to the interface calling unit; When the rejection control is triggered, a rejection request is sent to the interface calling unit to change the agent account associated with the specified virtual user number; When the hang-up control is triggered, a hang-up request is sent to the interface calling unit to change the agent account with the specified virtual user number; When the monitoring control is triggered, a request to change the monitoring status of the agent account with the specified virtual user number is sent to the interface calling unit. When the outbound call control is triggered, an outbound call request to the interface calling unit is issued to change the agent account with the specified virtual user number; When the break control is triggered, a break request is sent to the interface calling unit to change the agent account with the specified virtual user number; When the ready control is triggered, a ready request to change the agent account with the specified virtual user number is sent to the interface calling unit; When the login control is triggered, a login request to the interface calling unit is sent to change the agent account with the specified virtual user number; When the logout control is triggered, a logout request for the agent account with the specified virtual user number is sent to the interface calling unit. When the retention control is triggered, a retention request for changing the agent account with the specified virtual user number is sent to the interface calling unit; When the transfer control is triggered, a transfer request to the interface calling unit is issued to change the agent account with the specified virtual user number; When the mute control is triggered, a mute request is sent to the interface calling unit to change the mute request of the agent account with the specified virtual user number; When the voice control is triggered, a voice adjustment request is sent to the interface calling unit to change the voice of the agent account with the specified virtual user number.

7. The testing system according to claim 2, characterized in that, The test system initiates multiple inbound call requests in parallel to the call processing component through the test application. Each inbound call request carries a virtual user number, and different inbound call requests carry different virtual user numbers. The inbound call request is used to request the call processing component to establish a communication connection between the virtual phone corresponding to the agent account and the virtual user number.

8. The testing system according to claim 7, characterized in that, After receiving the incoming call request, the call handling component receives the agent account in a specified state from the interface calling unit, and uses it to establish a communication connection between the virtual phone and the virtual user number corresponding to the agent account in the specified state.

9. The testing system according to claim 7, characterized in that, After receiving the multiple incoming call requests, the call handling component receives the working status of multiple agent accounts fed back by the interface calling unit, and determines the agent account in a specified state based on the working status of the multiple agent accounts fed back by the interface calling unit, for establishing a communication connection between the virtual phone and the virtual user number corresponding to the agent account in the specified state.

10. The testing system according to claim 2, characterized in that, The test client also has a scheduled task page, which is used to configure the start time and duration of the communication connection established between the virtual phone corresponding to the agent account and the virtual user number.

Images