Automated Contact Center Mobile Device Testing System

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Solution Overview

Problem

Current contact center testing solutions are inflexible, require significant preplanning and hardware resources, lack the ability to test emerging system configurations with mobile devices, and have limited modification and reporting capabilities, making them unsuitable for diagnosing problems in actual call center use.

Innovation Solution

A centralized, automated contact center customer mobile device client infrastructure testing system that allows for easy deployment, modification, and reporting, capable of testing various software and hardware combinations, including mobile devices, without requiring extensive programming knowledge, and can run on live devices without disrupting customer interactions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If traditional contact center testing solutions are used, then testing can be performed on fixed infrastructure, but the solutions lack flexibility and require significant preplanning and hardware resources

Engineering Contradiction:

Improvetesting flexibilityVSAvoidhardware resources

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent uses virtualization to create virtual copies of contact center infrastructure components (switches, routers, endpoints) that run on standard hardware. This allows flexible testing of various configurations without requiring physical hardware for each test scenario, resolving the contradiction between testing flexibility and hardware resource requirements

Inventive Principle:

Principle #26Copying

Solution Approach 2:

The testing system is designed to test multiple contact center protocols (SIP, H.323, WebRTC) and device types (desktop, mobile, tablet) using a single unified platform. This universal approach eliminates the need for separate testing infrastructure for each protocol or device type, improving adaptability while reducing hardware complexity

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Adaptability or versatility

If traditional testing solutions are used, then existing infrastructure can be tested, but emerging system configurations with mobile devices cannot be tested

Engineering Contradiction:

Improvemobile device testing capabilityVSAvoiddeployment ease

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The system dynamically provisions virtual test endpoints and infrastructure components based on test requirements. Virtual mobile devices can be created on-demand to test emerging configurations, and the system adapts its testing capabilities without requiring permanent dedicated hardware for each device type, making deployment easy while maintaining high adaptability

Inventive Principle:

Principle #15Dynamics

3Productivity

If automated testing is implemented, then testing efficiency can be improved, but the system requires extensive programming knowledge for setup and modification

Engineering Contradiction:

Improvetesting efficiencyVSAvoidprogramming knowledge requirement

Core Design Contradiction:

ProductivityVSEase of operation

Solution Approach 1:

The system includes automated test script generation capabilities that create test cases from templates and configuration files without requiring manual programming. The virtualized infrastructure automatically provisions test environments and generates appropriate test scripts based on selected test scenarios, improving productivity while eliminating the need for extensive programming knowledge

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

Test templates and configurations are pre-prepared for common contact center testing scenarios. These templates include all necessary programming and configuration details, allowing users to simply select and execute tests rather than write code from scratch, thereby improving efficiency while reducing programming requirements

Inventive Principle:

Principle #10Preliminary action

4Reliability

If comprehensive testing coverage is achieved, then system quality can be improved, but reporting capabilities remain limited

Engineering Contradiction:

Improvesystem qualityVSAvoidreporting capability

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The system automatically generates comprehensive test reports that include detailed results, metrics, and diagnostics for all tested scenarios. These reports provide immediate feedback on system quality across multiple dimensions (protocol compliance, device compatibility, performance metrics), enhancing reliability assessment while maintaining ease of operation through automated report generation and analysis

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS10965627B2Automated contact center customer mobile device client infrastructure testing

Publication Date: 2021.03.30 CYARA SOLUTIONS PTY LTD

AI summary

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.