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Contact Centre Testing That Could Save Your Life

When deploying a new contact centre or CCaaS solution there's so much you need to test. Everything from the apparently simple act of receiving calls to making sure that your contact centre reporting is pushed out accurately at the other end.

It's a lot, and sometimes the functionality we take for granted isn't tested, so let me ask aquestion - have you tried dialling 999?

You Can Just Use Your Mobile

Everyone has a mobile, right? Well, sort of. Most contact centres will either restrict or outright ban the use of mobile phones on the floor and in an emergency, the last thing you need to be thinking about is where to find a phone. After all, you’re probably surrounded by them.

In a contact centre, being able to pick up the phone and call 999 isn’t as simple as you might think. With Avaya Communication Manager, for example, you’ve got Dial Plans, AAR/ARS tables, Route Patterns, Trunks, and maybe a Session Manager – all in the way of you being able to make that all important call - picking up the phone in a contact centre is not the same as picking up a phone at home.

So Let's Test

You can't just start sending calls to emergency services, legal issues aside, doing so could cost lives. So what do you do? It turns out both BT and the UK emergency services appreciate how vital it is that you have the ability to contact them should the worst happen, and so there's a process in place.

It's Pretty Simple

Send an email to letting them know you intend to perform test calls and include the following information:

  1. The date and time for the test calls. The usual test windows being Monday to Friday 09:00 to 16:00, avoiding Bank Holidays where possible and providing at least 48 hours’ notice.

  2. The number of calls expected to be made. BT recommend a minimum of three calls – two to 999 and one to 112.

  3. The CLI, or CLIs from which test calls will originate. Multiple locations, means multiple test calls, potentially from different numbers.

  4. The initials of the engineer, or engineers who will be placing the test calls.

That's it, send the email. In our experience, you should expect a response very quickly with confirmation and any additional detail you might need when interacting with the operator to minimise disruption during testing.

In The End

I hope that you never have to make that call, but if you do, you’ll be happy that you tested it first, and as always, if you need any advice or guidance around contact centre implementation or testing we are a few clicks away, so get in touch.


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