Testing Computer Telephony Systems and Networks
by Steve Gladstone, softcover, 365 pages, 1996, $24.95



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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



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