The Emulator allows you to run your IVR script in an emulated environment on your workstation before transferring it to your target voice response system. This helps ensure the application is functioning properly, and helps uncover any problems within the application that can be fixed before it is deployed.
Note: Before you can start testing your IVR application you must perform a check to ensure no errors and warnings are present in your design. All errors and warnings must be cleared before testing can begin.

Test Setup Options

Callers can be lead along different paths through the voice response system depending on the circumstances
Your IVR design is comprised of various call flows that lead callers through the voice response system. The call flow is determined by various factors, such as holidays, after hours, agent availability, etc. There are many options you can select to determine the path you want the simulation to follow during the test. See Table 21 for a detailed description of test setup options.
Note: Run a series of tests, selecting a combination of all possible options, to ensure that your IVR will work as intended once deployed.

Emulator Test Options

Phone numbers

Callers originating telephone number:

  • ANI (Automatic Number Identification) – Type a 10-digit Automatic Number Identification number represent the incoming phone number
  • DNIS (Dialed Number Identification System) – Type a 10-digit DNIS number to represent the incoming phone number
Working Schedule

Working schedules you want test in your design:

  • After Hours – Select to test the After Hours call flow; this is the path the call is directed if a call is received after hours. For example, if your business hours are 8:00 AM to 5:00 PM, any time after 5:00 PM is considered after hours, and the after hours call flow will be played
  • Holiday – Select to test the Holiday call flow; this is the path the call is directed if a call is received during a holiday. For example, if your business is closed for Christmas, the Holiday call flow will be played
  • Active – Select to test call flow containing test Bulletin prompts
  • Code – Type the Bulletin PromptId you want to test
  • Terminate – Select to test call flow terminating the call after Bulletin is played
  • Voicemail – Select to test call flow transferring the call to voicemail after Bulletin is played
  • Signed – type the number of Agents that are signed in to the system
  • Available – type the number of Agents that are available to receive calls. Note: Perform multiple tests using different scenarios for agent availability; this will demonstrate how the IVR works in different scenarios. For example, you might perform three different simulated tests:
    • Test 1 - 1 Agent Signed in and 0 Agent Available
    • Test 2 – 1 Agent Signed in and 1 Agent Available
    • Test 3 – 2 Agents Signed in and 1 Agent Available

Perform IVR Test

Once all the test options have been selected, you can test your IVR. To test an IVR:

1. Select IVR > Test

Note: If you have not checked your design for errors before selecting Test, a reminder message reading Unable to test the project, check it first, will appear, indicating you have not yet checked your design.

2. The Emulator tab is activated, located in the left Navigation Pane

3. In the Options section, complete and/or select all options to include in your script testing

4. Click Call to begin testing your IVR

Note: If there is a problem with the emulator, and the IVR test cannot be executed, a message will appear reading Unable to emulate call. Click OK, Click Close to close the emulator, check your design for errors, and then click IVR > Test to try testing again.

5. The emulation starts at the IVR Entrypoint and proceeds through the script according to the options selected during the IVR test setup. Audio Prompts and Bulletins (if option is selected) are played during the test, allowing you to hear exactly what caller will hear when they call the voice response system. A green dashed outline will appear around each BF as it becomes active during testing.

6. The emulation ends when the script is played in its entirety, based on the Options selected during setup

7. Repeat steps 1 to 6 until you have tested all script scenarios

8. When all tests are complete, click Close to exit the emulator and return to the IVR Studio Express Main screen

Note: At any point during testing click Hang Up to stop the emulated call at the current script location. The action, Stopping emulator, will be recorded in the emulator Log to indicate the emulator has been stopped.

Once you Hang Up, you cannot resume testing from the location the emulation was stopped, rather the emulation will start from the IVR Entrypoint once again.
If testing does not go accordingly, close the emulator and continue updating the application. If testing goes accordingly, you can deploy your application.