Making test calls

Every day, the system administrator makes phone calls to the same numbers used by customers, or has someone else in the group do that and report back. Calls are made during peak calling periods to ensure that the system is working well under heavy volume. The goal is to make sure that the following is occurring:

• Calls are going through without callers having to make repeated attempts.
• Line quality is good.
• The Avaya IR system is answering calls, prompting callers, and responding to their input.

Today, when the system administrator makes the calls, a problem is apparent. When she calls the information line for supplementary Medicare coverage services, she keeps getting a busy signal. She has to call repeatedly to get through.

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