The general steps are:-
1. Analyze the IVR call flow. List clearly the prompts and the menus used in the system. Write down the call flow and relevant information for subsequent use.
2. Based on the prompts and menus, determine on the response that should be provided by Abacus.
3. There should be one script for each of the call flow. Each script should consist of a series of the paired Detection and Response actions. Below is an example of a script for testing an IVR with 2 prompts:-
a. Wait for the first prompt
b. Send first response
c. Wait for the second prompt
d. Send second response
4. There are a few ways for Abacus to wait (and detect) of the prompts coming from the IVR. They are:-
a. Wait for Tone: This is the simplest, and is valid if the IVR is sending a tone.
b. Wait for Energy: This can be used if the prompt is not a simple tone, or the user is not concerned about the content of the prompt.
c. Wait for Voice --> Speech Matching: This can be used if you want to positively identify the prompt is an announcement using human voice. This feature requires an option, and you must have a recorded wave file for the announcement saved in the system.
4. Similarly, there are many ways to send the response by Abacus:
a. Sending a string of digits using DTMF: This is commonly used when the IVR is expecting a selection of menu using DTMF digits by the users
b. Sending a tone: This is the simplest way to send a response.
c. Sending a wave file: this is equivalent to sending a voice speech. it may be required in certain IVR application.
5. Generally users have to do a lot of try and errors in designing their script and action for the IVR testing. These script / actions must match with the IVR call flow and system behavior. There is no simple way to achieve it..