Testing recoverability in a Call Center Software
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by:
Alfred Kelly
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If
your call center software has the feature of the Three R's in
Recoverability, and have already accomplished the two and are
actually wondering what to do about the last, you have come to the
right place.
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Recoverability
and testing it are incorporated into 5 testing systems. They are as
follows:
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<span>If
your recovery plan dictates a local or hot site, it is best if you
test your prototype in a location that is based solely on your plans.
Next would be, what will you test for the matter. If you can test a
subset of your recovery plan, then the better because this will keep
you costs in check. </span>
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<span>After
such, check who will be part of the test. If you are able to get the
key people or personnel to be involved the better. Because getting
them to participate will create a ripple effect for their
subordinates lessening the effort on your part. Also keep in mind
what type of test is being conducted, is it a passive or active test.</span>
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<span>Bear
in mind that Passive tests are only walk through's to educate the
members of the team. While the Active tests will be involving
external contacts such as clients, vendors, etc. This will be the
most challenging test because it will include the deliverables. </span>
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<span>Lastly,
you should always do the Post-test actions. This will involve the
updates, audit and your follow up test as per needed. IF you are able
to follow the format above, management and the team will be able to
identify which ones need priority and could incorporate it in the
organizational plan.</span>
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(Alfred Kelly used to work
as a software experts at Intel with a degree in Chemical Engineering,
this software advocate likes to doodle with the computer. Basically
his past time includes breaking apart his PC and bringing it back
together again with his own hands. He spends most of his free time
reading engineering books and he even managed to set up his own call
center with his immediate family as his employees.)
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<a href="http://www.mycallcentersoftware.com/">www.mycallcentersoftware.com</a>
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