An NG9-1-1 Test Call System provides for comprehensive testing for NG9-1-1 emergency calling systems. The Test Call System may include a Test Call Manager, a Test Call Generator and a Test Call Responder (or Receiver). While the NG9-1-1 Test Call System exercises the telephone network it does not consume resources of the NG9-1-1 emergency calling system, i.e., the emergency calling system PSAP is not used for testing. One function of the Test Call Manager is the creation of a Test Call Profile created to satisfy some test coverage criteria. The Profile may specify parameters of a suite of test calls including desired call handling destination (PSAP), originating network or geographic region, time or date for the start of testing, time or date for the end of testing, rate of test calls, number of test calls. Based on the geographic parameters the Profile is distributed to an appropriate Test Call Generator and an appropriate Test Call Responder (Receiver). The Profile is used at the Test Call Generator to generate and transmit the test calls defined in the Profile. The Profile is used at the Test Call Responder (Receiver) to determine if the calls defined in the Profile are or are not received. Reports on the receipt or non-receipt of test calls are then used to inform users/maintenance function of the actual state of the emergency calling system.

A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.

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.

Automatic testing/analysis of local loops of telecommunications networks includes obtaining bits-per-tone data for a local loop of a telecommunications network and generating a bit value string from the bits-per-tone data. The bit value string is then analyzed to determine whether it includes a bit pattern indicative of an impairment of the local loop. Further approaches for automatically testing local loops of telecommunications networks include obtaining attenuation data for multiple tones carried by the local loop and determining whether the attenuation data falls below thresholds for providing a service using the local loop.

A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.

A framework in a cloud network that may allow for debugging at multiple vantage points at different layers (e.g., layer 2, layer 3, etc.). The methods may provide tracer or measurement services that filter, capture, or forward flows that may include packets, calls, or protocols to look for particular signatures.

A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.

A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.

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.

A framework in a cloud network that may allow for debugging at multiple vantage points at different layers (e.g., layer 2, layer 3, etc.). The methods may provide tracer or measurement services that filter, capture, or forward flows that may include packets, calls, or protocols to look for particular signatures.