Touch-tone test
Check if the call can reach the right department or enter a conference call successfully.
Why test for touch-tone recognition?
Touch tone functionality
Check if touch-tones (DTMF) are working to support your customer interactions.
Call flow replication
Replicate user call flow from global locations into your application to identify any DTMF transmission problems.
Real-time alerts
Identify potential outages quickly so you can contact your carriers and affected customers right away.
Peace of mind
Determine for yourself when the call is answered or if there is a connection-related issue.
What is Touch-tone testing?
In both Contact Center and Unified Communications services, users can be required to interact with DTMF touch tones in order to speak with an agent or enter a conference call. Users are dependent on these DTMF’s in order to use a service. Contact Centers and UC customers may not be aware of failures with the DTMF touch tones.
Spearline can generate calls from in-country where we terminate to your IVR menu and enter a conference or contact center. If it requires the user to interact with DTMF touch tones, Spearline can verify your system is recognising the correct DTMF.
How does it work?
The DTMF (Dual Tone Multi Frequency) Recognition test can be used to test that the touch-tone functionality is working correctly on your contact numbers. We can detect if the call is able to reach the right department or enter a conference call successfully. If a DTMF-related issue is identified we will validate the problem and alert you before any of your customers do.
- The Spearline in-country or in-state server dials your toll and toll-free contact numbers (we use SIP or standard phone lines with ISDN signaling to replicate your customers’ experience).
- The Spearline server sends a series of DTMF tones which your IVR is configured to recognize (eg. a conference bridge or contact center IVR system).
- We can detect if the call is able to reach the right department or enter a conference call successfully. If a DTMF related issue is identified we will validate the problem and alert you before any of your customers do.
What is measured?
Measure and monitor key telecommunications performance indicators, including:
- Connection success or failure.
- Post Dial Delay
- CLI Presentation
- DTMF Recognition
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