System testing is an integral part of the installation, upgrade, and ongoing maintenance of a Unified CCE solution. Testing requirements and processes vary from customer to customer. Therefore, specific steps for executing tests are not included in this document.
For installations, testing must ensure all aspects of contact center operation before going live.
For upgrades, at the beginning of each maintenance window, consider running preupgrade tests to establish a benchmark. The benchmark is used when you run the postupgrade tests. Postupgrade tests are necessary for each maintenance window to ensure continued contact center operation throughout the entire upgrade process, which can span multiple maintenance windows.
If you require assistance with Unified CCE solution testing, work with your Cisco representative.
Contact centers need established tests plans and processes for all aspects of contact center operation. Have the plans, tools, and processes in place to test your contact center.