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The less structured usability testing methods involve similar tasks and measurements, but do not require that representative callers be brought into a controlled environment. You can give the callers a list of tasks to perform by calling into the application, but allow them to call from their homes or offices. Measure performance by listening in to the transactions as they happen, or record them for later measurement. Use a questionnaire to gather their feedback or call them and interview them instead.
When you observe callers interacting with the application during usability testing, pay attention to everything that occurs during the call. You can observe by sitting with callers as they call in to the application, or by listening on a telephone line by using a channel monitor application available from your Avaya representative.
