Important Components to test IVR

Interactive voice process (IVR) is been used for most of the entrepreneur for the help of the user and for the systematic management of the services provided to the user.

There are two types of IVR

1.Outgoing IVR

2. Incoming IVR

Incoming IVR- In this the user calls in the system and then IVR plays

Outgoing IVR - In this system calls the user and then voice plays

As our technology is expanding day to day, most of the companies and the entrepreneur has their own IVR system for the ease of the users.

Mostly every bank has their IVR system installed

IVR basically is computerized system voice with a list of a menu in which every selected option has to respond appropriately as per the menu defined to the user, and the user can easily avail the service directly without the interference of human resource.

IVR cuts down human resource and solves basic query of the user easily.

Most of the banking sites, e-commerce sites, education sites, IT companies, Call centers are using IVR on a very wide range  

Basically, IVR system consists of DTMF digits or tones as inputs from the user and in terms give the menu of the corresponding site of which the IVR is. Usually, it allows the user to enter DTMF values.

The most important thing To test IVR is to test the sequence of the IVR because all the IVR plays in a sequence if the sequence fails then that IVR will definitely get failed.

So main points which should keep in mind to test IVR is

1.The system voice

2.The Sequence of the IVR

If the voice of the IVR is not clear then it becomes very difficult for the user to understand and to give required inputs.

It is also important to test the complete sequence of the IVR, after provided input the immediate correct output should play.

Testing IVR is very challenging but interesting module, Most of the IVR test cases can be done through flow diagrams.