通信工程文献翻译——摘要：

你知道什么从来不停止吗？你的回答将是手表。是的，你的回答是完全正确的。在我们的生活中时间是一个极其宝贵的因素，另一方面伴随时间持之以恒的叫做IVR，它是从来不停止，一直服务于它们的客户，每天24小时，每周7天。当今世界保持全球客户关系是成功的关键，或者我们也可以说是生存的关键。由于全球化，挑战仅是800号。目前各种企业正在使用超过一百的呼叫中心[1]相关应用程序，以支持其外部和内部通信接口。通过复杂的自我服务功能，这些IVR应用真正给公司提供了标志性的品牌，对于客户而言，像信用卡的处理、员工福利的调查、订单的处理和状态、存货的确认、账单的查询和提交、帐户的状态、股票报价及订单等等。如果想要不断保持领先地位，企业需要采用创新技术，转变它们的IVR应用，从传统的平台系统升级到即时通讯平台系统，以此提高运营效率和增强客户体验感……

在IVR应用中，从一个平台升级到另一个平台的投资是巨大的，并且涉及大量风险。企业不能继续发展并且需要PoC[2]测试，因为升级是一个充满未知的大举措，它包括软件开发成本、许可费和基础设施费等等。企业需要事先决定成功的因素，必须得取消风险和规划其发展，更重要的是通过精心规划和制定要求。本文概述了人工测试和自动化工具使用的重要性，以便企业制订一项提高用户满意度的理想测试策略 ——帮助客户产生和保留忠诚。

本文的目的是在手动测试或自动化测试的IVR应用选择中提供一个深入了解，为什么在IVR应用中自动化测试使用困难，以及在IVR应用监测中自动工具的使用。

关键词：交互式语音应答，集成电信网，综合业务数字网，呼叫中心，手工测试，自动化测试，自动化工具，监测

1. IVR基础

IVR[3]即交互式语音应答，允许用户呼叫和浏览各种指令来检查账户、支付账单、预订服务等。IVR应用通过与呼叫者的互动来确定（通过收集客户输入的DTMF数字）谁在呼叫及呼叫原因。IVR还可以对客户提供自动服务，如自动帐查询。IVR作为播放和收集的盒子，提供呼叫和返回路由。IVR以所收集的数字为基础执行数据库查询，然后将客户数据传递到与呼叫......

ABSTRACT

Do you know which is never busy? Your answer would be Watch. Yes, you are absolutely correct. Time is one of the precious factors in our life and to persevere with time there is another dimension called IVR which is never busy and always set to assist their customers, 24 hours a day, 7 days a week. In today’s world customer relationship hold the key to success or we would say survival also. Thanks to the globalization where challenge is just 800 number away. Various organizations are currently using more than hundred call centre [1] related applications to support its external and internal communication interfaces. These IVR applications truly symbolize the brand of a company by seamlessly offering complex self-service features like credit card processing, 

employee benefit surveys, order processing and status, inventory confirmation, bill inquiry and submission, account status and stock quotes and orders etc. to their customers. To constantly stay ahead of business, organizations need to adopt innovative technologies, migrate their IVR applications from legacy platforms to enterprise platforms to improve operational efficiencies & enhance customer experience..

Investment such as in Migrating IVR applications from one platform to another platform are huge and involve lots of risk. Organizations cannot go ahead and do proof of concept (PoC) [2] as migrating applications from one platform to another is a big initiatives with full of unknowns and include software development costs, license fee and infrastructure cost etc. Organizations really have to de-risk and plan their development and more importantly their testing strategies by careful planning and execution approach. Organizations need to decide success factors beforehand. This paper outlines importance of manual testing and use of automation tools to facilitate organizations in making good testing strategies for an improved end-user satisfaction – to help customer retention and bring loyalty.

This paper aims to give an insight on what to consider while choosing between Manual Testing or Automation Testing to test IVR applications, Why automation is difficult in testing......