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Steve Gladstone is the acknowledged expert in testing computer telephony systems and networks.  And, this is the definitive book on CT testing.  Structured like a good test, it systematically helps you to:

• Understand CT testing.  Gladstone includes six chapters dedicated to identifying key components, issues, and likely CT problems.
• Address service objectives.  Gladstone spells out how to begin understanding how you want the system or network to work.
• Develop the test plan.  Gladstone guide you through the actual testing process -- all the processes, tools, testing methods, and tests you'll need to develop your test plan.
• Select testing tools.  Two chapters help you understand what tools you need.  There are guidelines for selecting the appropriate test automation tools.
• Execute tests and analyze results.  Gladstone offers concrete examples on how to perform high-call volume, high-intensity computer telephony tests.

Table of Contents

Chapter 1 - Key Components of Computer Telephony Systems

• Terminology

Chapter 2 - Fundamental Telephony Topics

• Telephony traffic management
• Non-stop operation
• Call data
• Audible tones

Chapter 3 - Why Test CT Applications?

• Complexity of CT application environments
• Cost of downtime

Chapter 4 - Common CT Problems and Issues

• Externals users
• Public or private telephone networks
• Network-CT System Interconnection
• Local switches
• Voice response units
• Telephony servers and controllers

Chapter 5 - Test Goals and Methodology

• The goal of testing
• Testing methodology

Chapter 6 - Three phases of testing

• Development testing
• Acceptance testing
• In-service testing

Chapter 7 - Developing Service and Test Objectives

• Criteria for creating the test plan
• Designing the test

Chapter 8 - The Test Plan and What to Test

• Developing the test plan
• Feature/Function tests
• Dynamic load and stress tests
• Regression testing
• User interface testing
• Compliance testing

Chapter 9 - Test Automation and the Test Lab

• Automated vs. manual testing
• Test repeatability
• Other required test lab capabilities
• Test automation system requirements

Chapter 10 - Testing Voice Prompt-Based Applications

• Prompt tagging
• Speech recognition

Chapter 11 - Bellcore and Telco-Class Testing

• Achieving Bellcore quality standards
• Meeting lifecycle testing requirements
• Bellcore compliance review audits

Chapter 12 - Sample CT Test Applications

• Voice user interface: automated regression testing
• Voice mail system: PBX integration testing
• Automated call center
• Dynamic load and stress testing
• Enhanced services billing
• One Number or Follow-Me applications
• Speech recognition
• In-service testing

Chapter 13 - The Hammer System

• What is the hammer?
• Fast, open test development environment
• Scheduling and watching tests in real time
• Speech recognition and other features

Chapter 14 - Hammer Customer Stories

• NACT: Long distance switch software
• AG Communication System
• T. Rowe Price Associates
• Speech recognition and other features

Summary

Glossary