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Creating an Inbound Voice Test Case

Updated: tech writers Edited:

Cyara Voice Test Cases Overview

Cyara Voice Test Case is the core of the Cyara Voice CX Assurance Platform.

Creating Cyara Voice Test Cases

Being a CX automation platform Cyara provides many ways of creating Test Cases which we can divide onto 3 categories:
  1. Automated - with the Cyara CX Models
  2. Assisted - with the Cyara Call Explorer
  3. Manual - with the Cyara Test Case Editor

Automated - Cyara performs the atomacic mapping of the IVR flows and converts them to the CX Models, which are then converted into the individual Test Cases.

Assisted - Cyara offers semi-automatic way of creating test cases using the Cyara Call Explorer, which is the easiest way to start automating with Cyara

Manual - For experienced users Cyara allows creating Test Cases manually using the Cyara Test Case editor.

To manually create a Voice Test Case, perform the following steps:

  1. From the Cyara Sidebar, select Buildand then click the New Test Case menu item. A screen as shown below is displayed:
  2. Select the Channel from the drop-down list. Choose Voice.
  3. Enter a unique name for the Test Case in the Name field.
  4. Browse and select the Folder Path where the Test Case is to be stored.
  5. Select the Test Type to be performed.
  6. Enter a description of the Test Case in the Description field.
  7. Enter the Called Number.
    Inbound Test Case: The number the Test Case will dial to reach the IVR being tested.

    If the Call from Local Carrier checkbox is selected, it dials from the country-specific local carrier. Ensure that the phone number has the country calling code specified.

    Note: For more information on Calling from Local Carriers, see the Using the Enhanced Global Dialling Spearline Add-On section below.
  8. Enter any notes for this Test Case in the Notes field.
  9. For each Test Case, there are also two options that can be enabled: Alert Settings for Pulse and Data Driven.
  10. Alert Settings for Pulse:

    • By default, the system will have a threshold of 3 for Minor issues and 1 for Major failures. The Alert Settings for Pulse option can be used to configure alerts sent out from the Cyara Platform via Email when a Test Case reports either a Satisfactory or Failed result. This option is only relevant for Test Cases that are assigned within Pulse Campaigns.

      Note: An Alarm Profile must also be set to configure the email address to send the alert to. This Test Case must also be assigned within this Alarm Profile.

      There are currently two Alert level triggers. A Minor Alert trigger will occur when a Test Case within a Pulse Campaign reports a Satisfactory result. A Satisfactory result will be reported when the Minor Threshold or Minor Confidence Threshold setting is breached for any Test Case step.

      A Major Alert trigger will occur when a Test Case within a Pulse campaign reports a Failed result. A Failed result will be reported when the Major Threshold or Major Confidence Threshold setting is breached for any Test Case step, or if any voice quality settings (for Mean Opinion Scoring) are not reached.

      Each time a trigger occurs, the counter for the relevant Threshold category is incremented.

    • Set Alert Settings for Pulse to YES to enable the fields. A dialog box as shown appears:

    • Specify the Alert Frequency for Pulse.

      Alert Frequency

      The Alert Frequency option that is chosen will determine how the alert is cleared by the Cyara Platform. The option can be set to Once or Every Time.

      If Once is chosen, an Alert is only sent once for that specific Satisfactory (that is, a Minor Alert) or Failed (that is, a Major Alert) result.
      Note: If a different Satisfactory or Failed result occurs on a different Campaign run (example, the result occurs on a different Test Step), another (Minor or Major) Alert will be sent out. The Alert state for this Test Case is now set to ‘On’ and the Test Case will appear in the Active Alerts report.

      In this scenario, the Alert state is only cleared when a future Campaign run reports a Success result for that particular Test Case. The Threshold counter is then reset back to ‘0’ and the Test Case is removed from the Active Alerts report.

      If Every Time is chosen, an Alert will be sent out each time the Minor or Major Threshold count is reached. Once the alert has been sent out, the Threshold counter will be reset to ‘0’. The Test Case, however, will remain on the Active Alerts report and will display the number of alerts that have been sent.

    • Enter the Minor Threshold and the Major Threshold limits.

      Minor and Major Threshold Counts (required; applicable to Pulse Campaigns only):

      These settings determine when an alert will be sent. In the example shown, the Minor Threshold count is set to ‘3’ and the Major Threshold count is set to ‘1’
      Note: In most scenarios, a failed Test Case result may have significant business impacts; Cyara recommends that you always set the Major Threshold count to ‘1’.

      For a Minor Alert to be sent out for a particular Test Case in the scenario above, three Satisfactory Test Case results must be reported without a Success result in between. These results do not need to occur in consecutive Pulse Campaign runs as long as there is no Success result in between (could be Satisfactory, Satisfactory, Failed, Failed, Satisfactory), and there is no time period that resets this counter. As soon as the Minor Threshold counter reaches 3, a Minor Alert will be sent out, based on the Alarm Profile that has been set.

      For a Major Alert to be sent out for a particular Test Case in the scenario above, one Failed Test Case result must be reported. As soon as the Major Threshold counter reaches 1, a Major Alert will be sent out, based on the Alarm Profile that has been set.

    • Type in the Alert Message. An Alert Message is the message to be sent by Email in the event that an Alert is raised. It is applicable only when the Test Case is run as part of a Pulse Campaign.

      Alert Message

      Information populated in this field will be appended to the email that is sent out as an alert.

Note: If the Alert for Pulse is set to NO, then the alerts are sent as per the default values. That is, alert frequencies are sent Once with the Minor Threshold Count as 3 and the Major Threshold Count as 1.

Data Driven

  1. Select the Data Driven option. Data Driven Test Cases enable you to place different dynamic data for each call from the same Test Case. Certain fields in the Test Case can be made dynamic. Data Driven Test Cases are commonly used for the input of unique account numbers and PINs for the same call type. For more information, see the Data Driven Test Cases section.
    • If you choose Data Driven as YES, the options shown below appear:

    • You can choose either Upload File or Test Data Set or Dynamic Data Service. If you choose Upload File, then select the file.

Selecting a Test Data Set

  1. If you choose Test Data Set, the options shown below appear:
  2. Click the Browse button to select a Test Data Set from the Library as shown:

  3. Select a Data Set and then click Add to Test Case.
    Click Inspect Test Data if you want to inspect the data.

Inbound Test Case Called Number

For inbound Test Cases, the Called Number field is a single phone number, without punctuation such as spaces, dashes, or parentheses. A leading plus (+) may be used for E.164 numbers.

The Called Number is the number which will be called by the Test Case.

Options

There are three optional parameters which can follow the phone number. The options are specified as

name:value

Parameters, if specified, must be in order.
Name Details Value
From option Calling Party Number Phone Number
PAID option Asserted Identity Phone Number
Privacy option Calling Party Presentation True or False

The optional parameters should be separated by semi-colons.

Example
Called Number 0270108734;From:0491570156;PAID:+61491570000;Privacy:true

Here, the Inbound Test Case will call 0270108734.

The Calling Party Number will be presented to the gateway as 0491570156. The Asserted Identity will be presented to the gateway as +61491570000.

The Privacy setting means that the Calling Party Number is suppressed from presentation to the Called Party, though it may still be presented to trusted networks in between.

In general, only the From option is used.

Outbound Test Case Called Number

For outbound Test Cases, the Called Number field is a single phone number, without punctuation such as spaces, dashes, or parentheses. A leading plus (+) may be used for E.164 numbers.

Allowed numbers are whitelisted in your account.

There are no optional parameters for the Call Number for Outbound Test Cases. See the Simulating CLI Numbers topic for more information.

Using the Enhanced Global Dialling Spearline Add-On

If your Cyara Account has the additional Spearline Add-On enabled to allow for Enhanced Global Dialling, you can make calls from 80+ countries around the world 200+ locations, with additional access to mobile carriers. Ensure customer CX by making calls from specific global carriers and locations.

To use this feature once it has been enabled, follow the steps below.

  1. In the Create Test Case screen, on the Called Number field, enter the phone number to be dialled.
  2. Select the "Calling From Local Carrier" checkbox

  3. Cyara will determine the location country of the Called Number and will offer a range of carriers in that country to place the call.
  4. Once the call has been placed, on the Test Case Results screen, you will also be able to see the extra fields used for Enhanced Global Dialling. These fields are dependent on which carrier was used and some might not be available, you can see which Country, State, Carrier and Line Type were used to place the call.

For more information on the Enhanced Global Dialling Spearline Add-On, visit the Cyara Website Here, or contact your Cyara Account Manager.

Creating a Velocity Test Case

If your Account has an active Velocity Plan Subscription, you can auto-transcribe the Expect to Hear field when creating a Voice Test Case.

You can skip entering the Expect to Hear field and the transcriber will populate it for you. After transcription is complete, you can manually adjust it as necessary.

To create a Voice Test Case for Velocity, perform the following steps:

  1. All steps are similar to the Voice Test Case described above. The screen for a Velocity Test Case is as shown:

  2. Select the IVR Language - Speaker from the drop-down list to use a Test Case-specific one.
    Note: The default IVR Speaker is configured by the Platform Administrator on the Account Details page.

    To transcribe an existing IVR, it must be operational, and the transcriber will use the Called Number specified in the Test Case to collect the prompt.

  3. Note: Velocity test cases also support automatically retrying a failed test case up to a specified Maximum Retries value.

    To enable this feature, slide the Retry Failed Test Cases slider to YES, and specify a Maximum Retries value.

    Enter a Pause Time of a number of seconds to wait before retrying the failed test case.



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