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Load Testing Tools for IVR Systems

Mar 20, 2019
3 min read

In this post, we’ll discuss tools for IVR load testing. Our background in this field will help you choose the right tool.

Key Takeaways

  • IVR systems require load testing to ensure voice channels handle concurrent calls.
  • Tools must simulate DTMF tones, voice prompts, and call routing.
  • Testing validates response times, capacity limits, and caller experience.
  • Integration with telecom infrastructure is crucial for accuracy.
  • PFLB provides IVR performance testing to safeguard service quality at scale.

JMeter and LoadRunner remain some of the most popular load testing tools worldwide. These are truly excellent tools, and most performance engineers use them.

When choosing load and performance testing tools, the main question is whether the tool supports all the required protocols. For standard protocols like HTTP, there is an enormous selection of tools, including robust cloud-based options that enable load generation from multiple global locations. Many enterprise teams find themselves comparing LoadRunner vs NeoLoad when evaluating comprehensive solutions. However, when it comes to less common protocols, the number of suitable tools narrows significantly. In such cases, LoadRunner often stands out as the de facto standard in the enterprise segment.

However, there are protocols that even LoadRunner does not support. For example, voice traffic must be emulated to load testing call centers’ IVR and IT systems. Neither LoadRunner nor JMeter has standard support for the appropriate protocols (SIP, etc. – Learn more about JMeter vs LoadRunner). Accordingly, when it comes to load testing IVR systems, performance engineers have to search for other solutions that are generally outside their areas of expertise.

Data Synergy, our Australian partner, has created an elegant solution to this problem. Data Synergy VOICE is a solution that can use the familiar tools LoadRunner and JMeter to create scripts that emulate the behavior of voice communications customers. Data Synergy VOICE is a LoadRunner plug-in and a connectable JMeter class. The list below shows the capabilities of Data Synergy VOICE in the LoadRunner VUGen environment.

  • 01
    General inbound and outbound voice traffic over SIP channels.
  • 02
    Emulate the complex algorithms of voice services.
  • 03
    Emulate audio and video streams.
  • 04
    Measure the quality of the voice connection (delay, distortion, packet loss, PESQ).

When emulating phone calls, the following features are available:

  • phone calls
  • call pick-up
  • call hold
  • call transfer (including voice mail)
  • call park
  • call forwarding
  • conference call
  • tone dialing

Related Services:

PFLB also Provides Implementation Support Services for Load Testing Tools:

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