Function Test In Call Arrival Module Of Call Center System

Call centers in banking systems handle call arrivals by integrating various systemcomponents. The importance of system test increases under the circumstances of systemintegration, and therefore this paper aims to focus on a perfect and credible function test, akey part of quality assurance, to the call arrival module.Call arrival function test includes analyzing requirements, performing static tests basedon documentations, writing test plans, designing test cases based on test plans andrequirements, and then executing the tests. During the testing, a tool called Quality Center (orQC) is being used to manage test cases and monitor testing progress including requirementmanagement, execution management, defect management, functional testing and requirementprocess testing. Users can be shown testing quality and progress via QC, like the testingcoverage, execution implementation, and defect resolution progress. The QC is also,according to the characteristics of testing to banking systems, applied to improve testingproductivity and management, and to check testing coverage more easily. In addition, a toolnamed Tp-robot, built up by the testing team, is also applied to optimize QC’s testingmanagement process.If the perfect software testing process is used in the Call Arrival Module of Call CenterSystem, it can make sure the system functions are achieved, and make sure system testingquality, and reduce the cost of banking system maintenance, make sure product quality.Applying such software testing process and procedure to the testing of call arrivalmodule in call center system can not only achieve system functionality but also ensure oftesting quality, improve system performance and reduce expense for system maintenance.