Automated contact center customer mobile device client infrastructure testing

Patent metadata

Field	Value
Publication number	US-10965627-B2
Application number	US-201916675191-A
Country	US
Kind code	B2
Filing date	Nov 5, 2019
Priority date	Dec 22, 2009
Publication date	Mar 30, 2021
Grant date	Mar 30, 2021

Abstract

An automated contact center agent mobile device client infrastructure testing system comprising a mobile device command repository is disclosed. The system also has a mobile device control module that retrieves mobile device commands from the repository, receives instructions, data, and parameters for contact center device testing, runs predesignated contact center device test suites on at least one mobile device, receives contact center device test suite result data from mobile devices, and forwards the contact center device test suite result data received from mobile devices to a contact center device test manager system.

First claim

What is claimed:

1. A system for automated mobile device performance certification for contact centers comprising:
a mobile device command repository configured to store a plurality of mobile device certification initiation commands, each certification initiation command being configured to cause a wireless mobile device to initiate a test of its performance related to a connection with a contact center system; and
a mobile device control module comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device, wherein the mobile device control module is configured to:
retrieve a mobile device certification initiation command from the mobile device command repository;
connect to a wireless mobile device;
send the mobile device certification initiation command to the mobile device;
receive a performance result from the wireless mobile device;
compare the performance result with a performance standard; and
certify the mobile device for a contact center if the performance result complies with the performance standard; and

a wireless mobile device comprising a wireless network adapter, a memory, a processor, and a plurality of programming instructions stored in the memory, wherein the plurality of programming instructions, when operating on the processor, cause the wireless mobile device to:
receive a connection from the mobile device control module;
receive a certification initiation command from the mobile device control module;
execute a certification program corresponding to the certification initiation command by:
establishing a connection with the contact center via a means of communication set forth in the certification program;
recording one or more connection metrics associated with the connection;

opening and running a contact center support application on the wireless mobile device;
recording one or more application metrics associated with the opening and running of the contact center support application;
sending the connection metrics and application metrics to the mobile device control module as a performance result.

2. The system of claim 1 , further comprising a mobile device response log data store, wherein the mobile device response log data store stores performance result data.

3. The system of claim 1 , wherein the connection is one of a cellular voice connection, a cellular data connection, a wired Internet connection, and a wireless Internet connection.

4. The system of claim 1 , wherein at least one of the connection metrics is selected from connection setup time, connection signal strength, and mobile device location.

5. The system of claim 1 , wherein at least one of the application metrics is selected from time from application initiation to ready for input, CPU usage during launch, CPU usage at ready for input, and active memory usage.

6. The system of claim 1 , wherein the means of communication set forth in the certification program comprises a voice call using a telephony network.

7. The system of claim 1 , wherein the means of communication set forth in the certification program is a VoIP call using a packet data network.

8. The system of claim 1 , wherein the means of communication set forth in the certification program is a video call.

9. The system of claim 1 , further comprising a mobile device response log data store, wherein the mobile device response log data store stores performance result data.

10. The system of claim 1 , wherein the connection is one of a cellular voice connection, a cellular data connection, a wired Internet connection, and a wireless Internet connection.

11. The system of claim 1 , wherein at least one of the connection metrics is selected from connection setup time, connection signal strength, and mobile device location.

12. The system of claim 1 , wherein at least one of the application metrics is selected from time from application initiation to ready for input, CPU usage during launch, CPU usage at ready for input, and active memory usage.

13. The system of claim 1 , wherein the means of communication set forth in the certification program comprises a voice call using a telephony network.

14. The system of claim 1 , wherein the means of communication set forth in the certification program is a VoIP call using a packet data network.

15. The system of claim 1 , wherein the means of communication set forth in the certification program is a video call.

16. A method for automated mobile device performance certification for contact centers, comprising the steps of:
storing a plurality of mobile device certification initiation commands in a mobile device command repository, each certification initiation command being configured to cause a wireless mobile device to initiate a test of its performance related to a connection with a contact center system;
retrieving a mobile device certification initiation command from the mobile device command repository;
connecting to a wireless mobile device;
sending the mobile device certification initiation command to the wireless mobile device;
executing, on the wireless mobile device, a certification program corresponding to the certification initiation command by:
establishing a connection with a contact center via a means of communication set forth in the certification program;
recording one or more connection metrics associated with the connection;
opening and running a contact center support application on the wireless mobile device; and
recording one or more application metrics associated with the opening and running of the contact center support application; and

comparing the performance result with a performance standard; and
certifying the mobile device for the contact center if the performance result complies with the performance standard.

Assignees

• Cyara Solutions Pty Ltd

Inventors

• Willshire Geoff

Classifications

• G06F11/3698

  Environments for analysis, debugging or testing of software · CPC title

• H04L51/046 Primary

  Interoperability with other network applications or services · CPC title

• H04M7/0045 Primary

  where the text-based messaging service is an instant messaging service · CPC title

• H04L43/55

  Testing of service level quality, e.g. simulating service usage · CPC title

• H04L51/214

  using selective forwarding · CPC title