Abstract:
A system receives a condition for an interactive voice response (IVR) application, automatically tests the IVR application based on the received condition, and generates a test result based on the automatic testing of the IVR application.

Description:
BACKGROUND INFORMATION 
       [0001]    Interactive voice response (IVR) refers to a computerized system that allows a user, typically a telephone caller, to select an option from a voice menu or otherwise interface with a computer system. Generally, the system plays pre-recorded voice prompts to which the user responds by either pressing a number on a telephone keypad or speaking to the system. 
         [0002]    Voice extensible markup language (“VoiceXML” or “VXML”) is an open standard developed by the World Wide Web Consortium (W3C) for IVR applications. An IVR application user interface may be documented in a portion (e.g., a dialog design portion) of a design document (e.g., a Service Design Document or “SDD”). A SDD may include an application summary, application call flows, application specification requirements, and a dialog design for an IVR application. The dialog design portion of the SDD may be used to show what the IVR application will do and how it will behave. The dialog design portion may be used to build the IVR application in the form of VXML documents. The VXML documents may include VXML elements that conform to the specifications recommended by W3C. 
         [0003]    The success of an IVR application may depend on how rigorously a speech application has been tested and quality assured. Typically, IVR applications are tested by humans (e.g., quality assurance (QA) testers). The testers may follow the specifications recommended by the W3C for a particular version of VXML (e.g., VoiceXML 2.0 and/or 2.1) when testing IVR applications. Such testers generally create a matrix of VXML elements for each dialog state in order to test an IVR application, and test the integrity of the IVR application with the VXML elements. For example, most of the dialog states may be manually tested for noinput, nomatch, and help events. However, such manual testing and quality assurance is time consuming, tedious, and expensive. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0004]      FIG. 1  depicts an exemplary network in which systems and methods described herein may be implemented; 
           [0005]      FIG. 2  depicts an exemplary device, client or server, configured to communicate via the exemplary network of  FIG. 1 ; 
           [0006]      FIG. 3  is a diagram of a portion of an exemplary computer-readable medium that may be used by the device of  FIG. 2 ; 
           [0007]      FIG. 4  is a functional diagram of an exemplary system for automatic testing and/or quality assurance of an IVR application; 
           [0008]      FIG. 5  is a functional diagram of an interface for providing testing/QA conditions of the system of  FIG. 4 ; 
           [0009]      FIG. 6  is a diagram of exemplary call flow diagram conditions capable of being provided by the interface of  FIG. 5 ; 
           [0010]      FIG. 7  is a diagram of exemplary dialog states conditions capable of being provided by the interface of  FIG. 5 ; 
           [0011]      FIG. 8  is a functional diagram of a component for performing testing/QA of an IVR application of the system of  FIG. 4 ; 
           [0012]      FIG. 9  is a functional diagram of a VXML architecture component of the testing/QA component of  FIG. 8 ; 
           [0013]      FIGS. 10 and 11  are flowcharts of exemplary processes for receiving conditions for performing testing/QA of an IVR application; and 
           [0014]      FIG. 12  is a flowchart of an exemplary process for automatic testing and/or QA of an IVR application. 
       
    
    
     DETAILED DESCRIPTION 
       [0015]    The following detailed description refers to the accompanying drawings. The same reference numbers in different drawings may identify the same or similar elements. Also, the following detailed description does not limit the invention. 
         [0016]    Implementations described herein may provide systems and methods for automatic testing and/or quality assurance of an IVR application. For example, in one implementation, a telephone (or phone) number to be called for accessing the IVR application, and a date and/or time to start performance of testing and/or QA of the IVR application may be provided (e.g., by a user) into a system for automatic testing and/or QA of an IVR application. Conditions for testing and/or QA of the IVR application may also be provided into the system and stored as, e.g., documents. The conditions may be provided by using a call flow diagram, and/or by providing the name of each dialog state. VXML elements to be tested for each dialog state of the IVR application may be pre-defined and provided into the system. The system may call the provided phone number and may automatically perform testing and/or QA (e.g., may automatically test the dialog states for events, hang-ups, routine maintenance, etc.). The system may generate a log of any issues encountered during testing/QA of the IVR application, and may notify (e.g., the user) of the testing/QA results of the IVR application. Automatic testing/QA of IVR applications may help reduce the time and cost required to perform testing and/or QA of IVR applications. 
         [0017]    A “VXML element,” as the term is used herein, is to be broadly interpreted to include any VXML element (e.g., command) capable of being used in a VXML document. For example, the following VXML elements may be used in VoiceXML 2.0 and/or 2.1: &lt;assign&gt;, &lt;audio&gt;, &lt;block&gt;, &lt;break&gt;, &lt;catch&gt;, &lt;choice&gt;, &lt;clear&gt;, &lt;data&gt;, &lt;disconnect&gt;, &lt;else&gt;, &lt;elseif&gt;, &lt;emphasis&gt;, &lt;enumerate&gt;, &lt;error&gt;, &lt;example&gt;, &lt;exit&gt;, &lt;field&gt;, &lt;filled&gt;, &lt;foreach&gt;, &lt;form&gt;, &lt;goto&gt;, &lt;grammar&gt;, &lt;help&gt;, &lt;if&gt;, &lt;initial&gt;, &lt;item&gt;, &lt;link&gt;, &lt;log&gt;, &lt;mark&gt;, &lt;menu&gt;, &lt;meta&gt;, &lt;noinput&gt;, &lt;nomatch&gt;, &lt;object&gt;, &lt;one-of &gt;, &lt;option&gt;, &lt;paragraph&gt;, &lt;param&gt;, &lt;phoneme&gt;, &lt;prompt&gt;, &lt;property&gt;, &lt;prosody&gt;, &lt;record&gt;, &lt;reprompt&gt;, &lt;return&gt;, &lt;rule&gt;, &lt;ruleref&gt;, &lt;say-as&gt;, &lt;script&gt;, &lt;send&gt;, &lt;sentence&gt;, &lt;sub&gt;, &lt;subdialog&gt;, &lt;submit&gt;, &lt;tag&gt;, &lt;throw&gt;, &lt;token&gt;, &lt;transfer&gt;, &lt;value&gt;, &lt;var&gt;, and &lt;vxml&gt;. 
         [0018]    A “document,” as the term is used herein, is to be broadly interpreted to include any machine-readable and machine-storable work product. A document may include, for example, a file, a combination of files, one or more files with embedded links to other files, etc. In the context of the Internet, a common document is a web page. Web pages often include textual information and may include embedded information (such as meta information, images, hyperlinks, etc.) and/or embedded instructions (such as Javascript, etc.). 
         [0019]      FIG. 1  depicts an exemplary network  100  in which systems and methods described herein may be implemented. As shown, network  100  may include multiple clients  110  connected to multiple servers  120 - 140  via a network  150 . Network  150  may include, for example, a local area network (LAN), a wide area network (WAN), a telephone network, such as the Public Switched Telephone Network (PSTN), an intranet, the Internet, or a combination of networks. Two clients  110  and three servers  120 - 140  have been illustrated as connected to network  150  for simplicity. In practice, there may be more or fewer clients and servers. Also, in some instances, a client may perform one or more functions of a server and/or a server may perform one or more functions of a client. 
         [0020]    Clients  110  may include client entities. An entity may be defined as a device, such as a personal computer, a wireless telephone, a personal digital assistant (PDA), a lap top, or another type of computation or communication device, a thread or process running on one of these devices, and/or an object executable by one of these devices. Servers  120 - 140  may include server entities that gather, process, search, and/or maintain documents. Clients  110  and servers  120 - 140  may connect to network  150  via wired, wireless, and/or optical connections. 
         [0021]    Server  120  may include a system  125  for automatic testing and/or QA of an IVR application  135 . IVR application  135  may be provided, for example, within server  130 . In another implementation, server  120  may include testing/QA system  125  and IVR application  135 . In still another implementation, client  110  may include testing/QA system  125 . In still a further implementation, testing/QA system  125  may be provided on server  120  and may be useable by clients  110 . While servers  120 - 140  are shown as separate entities, it may be possible for one or more of servers  120 - 140  to perform one or more of the functions of another one or more of servers  120 - 240 . For example, it may be possible that two or more of servers  120 - 140  are implemented as a single server. It may also be possible for a single one of servers  120 - 140  to be implemented as two or more separate (and possibly distributed) devices. 
         [0022]      FIG. 2  is an exemplary diagram of a device  200  that may be used with embodiments of the invention. A device may be defined as a personal computer, a wireless telephone, a personal digital assistant (PDA), a lap top, or another type of computation or communication device. Device  200  may correspond to one or more of clients  110  and servers  120 - 140  shown in  FIG. 1 . 
         [0023]    Device  200  may include a bus  210 , a processor  220 , a main memory  230 , a read only memory (ROM)  240 , a storage device  250 , an input device  260 , an output device  270 , and a communication interface  280 . Other configurations are also possible. Bus  210  may include a path that permits communication among the elements of device  200 . 
         [0024]    Processor  220  may include a processor, microprocessor, or processing logic that may interpret and execute instructions. Main memory  230  may include a random access memory (RAM) or another type of dynamic storage device that may store information and instructions for execution by processor  220 . ROM  240  may include a ROM device or another type of static storage device that may store static information and instructions for use by processor  220 . Storage device  250  may include a magnetic and/or optical recording medium and its corresponding drive. 
         [0025]    Input device  260  may include a mechanism that permits an operator to input information to device  200 , such as a keyboard, a mouse, a pen, voice recognition and/or biometric mechanisms, etc. Output device  270  may include a mechanism that outputs information to the operator, including a display, a printer, a speaker, etc. Communication interface  280  may include any transceiver-like mechanism that enables device  200  to communicate with other devices and/or systems. For example, communication interface  280  may include mechanisms for communicating with another device or system via a network. 
         [0026]    As will be described in detail below, device  200  may perform certain operations to test and/or provide quality assurance of an IVR application (e.g., IVR application  135 ). Device  200  may perform these operations in response to processor  220  executing software instructions contained in a computer-readable medium, such as memory  230 . A computer-readable medium may be defined as a physical or logical memory device and/or carrier wave. 
         [0027]    The software instructions may be read into memory  230  from another computer-readable medium, such as data storage device  250 , or from another device via communication interface  280 . The software instructions contained in memory  230  may cause processor  220  to perform processes that will be described later. Alternatively, hardwired circuitry may be used in place of or in combination with software instructions to implement processes consistent with the principles of the invention. Thus, implementations consistent with the principles of the invention are not limited to any specific combination of hardware circuitry and software. 
         [0028]      FIG. 3  is a diagram of a portion of an exemplary computer-readable medium  300  that may be used by a device, such as device  200 . In one implementation, computer-readable medium  300  may correspond to memory  230  of device  200 . The portion of computer-readable medium  300  illustrated in  FIG. 3  may include an operating system  310 , automatic testing and/or QA of an IVR application software  320 , and IVR application software  330 . Automatic testing/QA software  320  and/or IVR application software  330  may be included in operating system  310  or may be separate from operating system  310 . Automatic testing/QA software  320  may be included in IVR application software  330  or may be separate from IVR application software  330 . 
         [0029]    Operating system  310  may include operating system software, such as the Microsoft Windows, Apple MAC OS, Linux, Unix, IBM OS/2, and/or operating systems for personal digital assistants, cell phones, or other types of computation or communication devices. 
         [0030]    Automatic testing/QA software  320  may include an executable object or process. Device  200  may obtain the executable object or process from a server or from a disk, tape, network, CD-ROM, etc. Alternatively, the executable object or process may be pre-installed on device  200 . 
         [0031]    Automatic testing/QA software  320  may permit automatic testing and/or performance of QA on an IVR application. Automatic testing/QA software  320  may be automatically activated upon initiation of operating system  310 . Alternatively, automatic testing/QA software  320  may be activated when instructed by a user. In either case, automatic testing/QA software  320  may permit testing and/or QA on an IVR application, as will be described below. 
         [0032]    IVR application software  330  may include an executable object or process. Device  200  may obtain the executable object or process from a server or from a disk, tape, network, CD-ROM, etc. Alternatively, the executable object or process may be pre-installed on device  200 . 
         [0033]    IVR application software  330  may include software that allows a user, typically a telephone caller, to select an option from a voice menu or otherwise interface with a computer system. IVR application software  330  may play pre-recorded voice prompts to which the user responds by either pressing a number on a telephone keypad or speaking to the system. IVR application software  330  may operate in conjunction with automatic testing/QA software  320 , and enable testing/QA of IVR application software  330  by automatic testing/QA software  320 . In another implementation, IVR application software  330  may be a process separate from operating system  310  and/or automatic testing/QA software  320 . In this latter implementation, IVR application software  330  (e.g., IVR application  135 ) may be provided on a device (e.g., server  130 ) separate from a device that includes automatic testing/QA software  320 , but may interact with automatic testing/QA software  320 , e.g., via network  150 . 
         [0034]    IVR application software  330  may be automatically activated upon initiation of automatic testing/QA software  320 . Alternatively, IVR application software  330  may be activated when instructed by a user. In either case, IVR application software  330  may permit testing and/or performance of QA by automatic testing/QA software  320 , as will be described below. 
         [0035]      FIG. 4  is a functional diagram of testing/QA system  125 . According to one implementation, one or more of the functions of testing/QA system  125 , as described below, may be performed by a device (e.g., device  200 ). According to another implementation, one or more of these functions of testing/QA system  125  may be performed by an entity separate from device  200 , such as a computer associated with device  200 . 
         [0036]    As shown in  FIG. 4 , testing/QA system  125  may include an interface  400  for providing testing/QA conditions for an IVR application, and a component  410  for performing testing/QA of the IVR application based on the testing/QA conditions provided with interface  400 . In one example, interface  400  may be a graphical user interface (GUI) that may allow a user to provide conditions for testing and/or QA of an IVR application. In another example, interface  400  may allow a user to provide conditions for testing and/or QA of an IVR application via speech. In still another example, interface  400  may allow a user to provide conditions for testing and/or QA of an IVR application via command line instructions. 
         [0037]    Interface  400  may be accessed in a variety of ways. For example, interface  400  may be accessed remotely using a web browser (e.g., Internet Explorer, Netscape, Firefox, etc.) provided on, e.g., client  110 . In another example, interface  400  may be accessed remotely, e.g., on handheld devices such as cell phones, PDAs, etc. In still another example, interface  400  may be accessed using a telephone. In a further example, interface  400  may be accessed as a stand alone application on a device (e.g., device  200 ). 
         [0038]    Testing/QA component  410  may include a variety of components that perform testing/QA of an IVR application. Testing/QA component  410  is further described below in connection with  FIGS. 8 and 9 . 
         [0039]    Although  FIG. 4  shows two components of testing/QA system  125 , in other implementations, testing/QA system  125  may include fewer or more components than depicted in  FIG. 4 . 
         [0040]      FIG. 5  is a functional diagram of interface  400  for providing testing/QA conditions of testing/QA system  125 . As shown, a user may provide a variety of testing/QA conditions, e.g., call flow diagram conditions  500  and/or dialog states conditions  510 . Call flow diagram conditions  500  may include a call flow diagram that describes the dialog states to be reviewed during the testing/QA of an IVR application. Dialog states conditions  510  may include the name of each dialog state to be reviewed during the testing/QA of an IVR application. Dialog states conditions  510  may also include VXML elements to be tested for each dialog state. 
         [0041]    Although  FIG. 5  shows two types of conditions that may be provided via interface  400 , in other implementations, fewer or more conditions than depicted in  FIG. 5  may be provided via interface  400 . Furthermore, although  FIG. 5  shows call flow conditions  500  and dialog states conditions  510  as being separate, in other implementations, any combination of call flow conditions  500  and dialog states conditions  510  may be provided via interface  400 . 
         [0042]      FIG. 6  is a diagram of exemplary call flow diagram conditions  500  that may be provided via interface  400 . As shown, a variety of call flow diagram conditions  500  may be provided, e.g., a phone number input  600 , a date/time input  610 , a first dialog state  620 , a second dialog state  630 , a play message  640 , an auto confirm  650 , a web service  660 , a main menu dialog state  670 , etc. 
         [0043]    Phone number input  600  may include the telephone number to call for testing and/or QA of an IVR application. In other words, the telephone number may provide access to the IVR application. For example, a user may provide phone number input  600 , and testing/QA component  410  may call the telephone number provided by phone number input  600  in order to access the IVR application and perform testing/QA thereon. 
         [0044]    Date/time input  610  may include a date and/or a time indicating when to start testing and/or QA of the IVR application. For example, a user may provide date/time input  610 , and testing/QA component  410  may perform testing/QA of the IVR application at the date and/or time specified by date/time input  610 . 
         [0045]    First dialog state  620  may include a first dialog state of the IVR application for testing/QA. For example, a user may provide first dialog state  620  of the IVR application (e.g., “MainMenuOfficer” may be a first dialog state where the user wants an automatic speech input of “Enroll Officer”), and testing/QA component  410  may speech input “Enroll Officer” when first dialog state  620  of the IVR application is accessed. 
         [0046]    Second dialog state  630  may include a second dialog state of the IVR application for testing/QA. For example, a user may provide second dialog state  630  of the IVR application (e.g., “EntryOfficerId” may be a second dialog state where the user wants an automatic speech input of digits for “officer identification”), and testing/QA component  410  may speech input a predetermined number of digits (e.g., as defined by the user) when second dialog state  630  of the IVR application is accessed. 
         [0047]    Play message  640  may include an audio message to be played when a predetermined error condition occurs. For example, testing/QA component  410  may test VXML events (e.g., noinput, nomatch, help, etc.) for a dialog state (e.g., for second dialog state “EntryOfficerId), and may activate play message  640  when a predetermined error condition occurs (e.g., after a maximum number of error conditions is exceeded). 
         [0048]    Auto confirm  650  may include a mechanism to automatically confirm whether input information (e.g., provided by testing/QA component  410 ) is correct. For example, testing/QA component  410  may automatically speech/key pad input the digits for the second dialog state “EntryOfficerId,” and auto confirm  650  may automatically confirm whether the digits are correct. If auto confirm  650  determines that the digits are incorrect, testing/QA component  410  may return to second dialog state  630  and may request re-input of the digits for the second dialog state “EntryOfficerId.” Otherwise, testing/QA component  410  may invoke web service  660 . 
         [0049]    Web service  660  may include a mechanism to invoke a web service, if requested by the user, for validation. For example, testing/QA component  410  may invoke web service  660  to determine whether the digits entered in the second dialog state “EntryOfficerId” is “registered” or “not registered” with the IVR application. If web service  660  determines that the digits entered in the second dialog state “EntryOfficerId” is “not registered,” testing/QA component  410  may return to second dialog state  630  and may request re-entry of the digits for the second dialog state “EntryOfficerId.” If web service  660  determines that the digits entered in the second dialog state “EntryOfficerId” is “registered,” testing/QA component  410  may invoke main menu dialog state  670 . 
         [0050]    Main menu dialog state  670  may include a main menu dialog state of the IVR application. For example, the main menu dialog state may request user identification information (e.g., account information, user name, a personal identification number (PIN), etc.). 
         [0051]    Although  FIG. 6  shows exemplary call flow diagram conditions  500  that may be provided via interface  400 , in other implementations, fewer or more call flow diagram conditions than depicted in  FIG. 6  may be provided via interface  400 . For example, although two dialog states (e.g., first dialog state  620  and second dialog state  630 ) are shown in  FIG. 6 , in other implementations any number of dialog states may be received via interface  400 . 
         [0052]      FIG. 7  is a diagram of exemplary dialog states conditions  510  that may be provided via interface  400 . As shown, a variety of dialog states conditions  510  may be provided, e.g., a phone number input  700 , a date/time input  710 , VXML events  720 , grammar  730 , correct input  740 , other VXML elements  750 , etc. 
         [0053]    Phone number input  700  may include the telephone number to call for testing and/or QA of an IVR application. In other words, the telephone number may provide access to the IVR application. For example, a user may provide phone number input  700 , and testing/QA component  410  may call the telephone number provided by phone number input  700  in order to access the IVR application and perform testing/QA thereon. 
         [0054]    Date/time input  710  may include a date and/or a time indicating when to start testing and/or QA of the IVR application. For example, a user may provide date/time input  710 , and testing/QA component  410  may perform testing/QA of the IVR application at the date and/or time specified by date/time input  710 . 
         [0055]    The user may have the option of inputting a name of a dialog state from where testing/QA component  410  may begin testing/QA of the IVR application. For example, the user may provide the name of VXML events  720 , grammar  730 , correct input  740 , other VXML elements  750 , etc. If no name for a dialog state is provided by a user, testing/QA component  410  may start from a default first dialog state reached by calling the telephone number provided by phone number input  700 . 
         [0056]    VXML events  720  may include the names of VXML events (e.g., noinput, nomatch, help, etc.) for testing/QA by component  410 . For example, a user may provide the names of VXML events  720 , via interface  400 , and testing/QA component  410  may perform testing/QA on VXML events  720 . The user may also specify, via interface  400 , the location of speech input (e.g., the names of audio files to be used for a nomatch events, noinput events, etc.) for VXML events  720 . Testing/QA component  410  may perform testing/QA on VXML events  720  using the user-defined inputs for VXML events  720 . If the user does not specify the names of VXML events  720  to be tested for a dialog state, testing/QA component  410  may perform testing/QA for default events (e.g., noinput events, nomatch events, etc.), and may provide synthetic speech as the input for the default events. 
         [0057]    Grammar  730  may include user-defined (e.g., via interface  400 ) grammar to be used for a dialog state. For example, grammar  730  may include customized grammar (e.g., the grammar used to define a type of flower may be customized to include a rose, a tulip, etc.). In another example, the user may specify, via interface  400 , the location of an input (e.g., where a recorded input is stored) for grammar  730 . Testing/QA component  410  may perform testing/QA using the user-defined inputs for grammar  730 . If no customized grammar is specified, testing/QA component  410  may perform testing/QA for default grammar (e.g., as specified in the dialog state), and may provide synthetic speech as the input for the default grammar. 
         [0058]    Correct input  740  may include user-defined (e.g., via interface  400 ) correct input for a dialog state. For example, correct input  740  may include a correct input for VXML events  720 , grammar  730 , other VXML elements  740 , etc. Testing/QA component  410  may perform testing/QA for correct input  740  using the user-defined correct inputs for dialog states. If no correct input  740  is defined, testing/QA component  410  may perform testing/QA for a default correct input. 
         [0059]    Other VXML elements  750  may include any of the VXML elements defined previously and/or other VXML elements used in an IVR application. For example, the user may specify other types of inputs of an IVR application as other VXML elements  750 , and testing/QA component  410  may perform testing/QA on other VXML elements  750 . 
         [0060]    Although  FIG. 7  shows exemplary dialog states conditions  510  that may be provided via interface  400 , in other implementations, fewer or more dialog states conditions than depicted in  FIG. 7  may be provided via interface  400 . 
         [0061]      FIG. 8  is a functional diagram of testing/QA component  410  of testing/QA system  125 . As shown, component  410  may include a variety of components, e.g., a data storage component  800 , a date/time component  810 , a call number component  820 , a VXML architecture component  830 , a call flow completion component  840 , a notification component  850 , a terminate component  860 , etc. 
         [0062]    Data storage component  800  may include any type of memory device (e.g., main memory  230 , read only memory (ROM)  240 , and/or storage device  250  of device  200 ). Data storage component  800  may provide storage for the testing/QA conditions provided by a user via interface  400 , as described above in connection with  FIGS. 4-7 . The testing/QA conditions may be stored in a variety of ways. For example, the testing/QA conditions may be stored as files (e.g., a Microsoft Word document, a Microsoft Excel document, a Comma Separate file, etc.), and/or as a database management types (e.g., relational, object oriented, network, hierarchical, file system-based, etc.). 
         [0063]    Date/time component  810  may retrieve the date and time provided by a user (e.g., date/time inputs  610  and  710 ) from data storage  800 . Date/time component  810  may begin performance of testing/QA of an IVR application at the provided date and time. 
         [0064]    If testing/QA component  410  begins testing/QA of the IVR application as specified by date/time component  810 , call number component  820  may retrieve the telephone number to be called for the IVR application (e.g., phone number input  600  or  700 ) from data storage  800 . Call number component  820  may also initiate the telephone call to the IVR application using the retrieved telephone number. 
         [0065]    VXML architecture component  830  may include the exemplary components shown in  FIG. 9  and described below. VXML architecture component  830  may retrieve the exemplary components of  FIG. 9  from data storage  800 . 
         [0066]    Call flow completion component  840  may be executed if testing/QA component  410  has accessed the predetermined dialog states and performed testing/QA using the conditions provided by the user. If executed, call flow completion component  840  may check that the conditions provided by the user for the IVR application have been tested. 
         [0067]    Notification component  850  may provide notification of the results of the testing/QA of the IVR application as determined by testing/QA component  410 . Notification component  850  may provide such notification in a variety of ways (e.g., via an email, a voicemail, a telephone call, a page, a text message (e.g., instant message (IM) or short message service (SMS)), a facsimile, etc.). The user may specify the level of detail provided in the notification. The notification, for example, may selectively provide a record of every transaction performed on the IVR application, a record of problems that were encountered during the testing/QA of the IVR application, and/or an indication of whether or not the testing/QA of the IVR application was successful. 
         [0068]    After notification component  850  provides notification of the results of the testing/QA of the IVR application, terminate component  860  may end the telephone call with the IVR application and may end performance of testing/QA of the IVR application by testing/QA component  410 . 
         [0069]    Although  FIG. 8  shows exemplary components of testing/QA component  410 , in other implementations, fewer or more components than depicted in  FIG. 8  may be provided for testing/QA component  410 . 
         [0070]      FIG. 9  is a functional diagram of VXML architecture component  830  of testing/QA component  410 . As shown, VXML architecture component  830  may include a variety of exemplary components, e.g., a user-defined dialog states component  900 , a test VXML elements component  910 , an input type for dialog state component  920 , an output type component  930 , an external validation component  940 , etc. 
         [0071]    User-defined dialog states component  900  may retrieve the dialog states defined by a user (e.g., first dialog state  620  and second dialog state  630 ) from data storage  800 . User-defined dialog states component  900  may also keep track of the dialog states defined by the user and/or default dialog states (e.g., in situations where a user did not define a dialog state). For example, user-defined dialog states component  900  may track a starting dialog state, an ending dialog state, a number of dialog states to be tested, of number of user-defined dialog states, a number of default dialog states, etc. 
         [0072]    Test VXML elements component  910  may retrieve VXML elements (e.g., VXML events  720  and other VXML elements  750 ) from data storage  800 . Test VXML element component may also keep track of and perform testing/QA on the VXML elements for each dialog state provided by user-defined dialog states component  900 . For example, test VXML elements component  910  may perform testing/QA of global VXML elements for all dialog states, of user-defined VXML elements for each dialog state, and/or of default VXML elements for each dialog state. Test VXML elements component  910  may further order the VXML elements to be tested by testing/QA component  410 . 
         [0073]    As described above, the input type for a dialog state may be user-defined or provided (e.g., for default dialog states) in the form of synthetic speech. Input type for dialog state component  920  may retrieve the inputs for the dialog states from data storage  800 , and keep track of the retrieved inputs. Input type for dialog state component  920  may provide a corresponding input for a dialog state to the IVR application when the IVR application activates the dialog state. For example, component  920  may provide a corresponding input that is user-defined, a default, or both. In another implementation, component  920  may provide a corresponding input that is user-defined, and may determine if the input is correct, incorrect, or both. For example, if the grammar in a dialog state is defined for a type of flower (e.g., the grammar is defined as a rose, a tulip, etc.), component  920  may determine whether the user has provided speech input type for both a rose and a tulip. In another example, component  920  may determine whether the user has provided the location of an incorrect speech input (e.g., sunflower) for the dialog state. In still another implementation, component  920  may determine whether the user defined a default synthetic speech input type for the dialog state (e.g., the default input type should be in a male voice or a female voice). 
         [0074]    Output type component  930  may generate user-defined or default testing/QA results. For example, output type component  930  may generate testing/QA results in a variety of formats (e.g., Hypertext Markup Language (HTML), text file, etc.). In another example, output type component  930  may generate a variety of testing/QA results, such as, error outputs (e.g., VXML element errors such as noinput max errors, nomatch max errors, help max errors, etc.), missing prompts outputs, exception outputs, a logging level, a default output type, etc. 
         [0075]    External validation component  940  may define and interact with external systems and/or services that may validate testing/QA results. For example, if an IVR application requests that results be validated by a third party via a web-based service, external validation component  940  may provide the necessary details about the web-based service. External validation component  940  may interact with a variety of external systems/services, such as, web-based services (e.g., customized, soap protocol, etc.), database systems (e.g., relational database management systems, object oriented database management systems, etc.), enterprise systems (e.g., Enterprise Java Beans), a Common Object Request Broker Architecture (CORBA), etc. 
         [0076]    Although  FIG. 9  shows exemplary components of VXML architecture component  830 , in other implementations, fewer or more components than depicted in  FIG. 9  may be provided for VXML architecture component  830 . 
         [0077]      FIGS. 10 and 11  are flowcharts of exemplary processes for receiving conditions for testing/QA of an IVR application.  FIG. 10  shows an exemplary process  1000  for receiving call flow diagram conditions for performing testing/QA of an IVR application. As shown in  FIG. 10 , process  1000  for receiving call flow diagram conditions may begin with the receipt of a telephone number to call for testing and/or QA of an IVR application (block  1010 ). For example, in one implementation described above in connection with  FIG. 6 , phone number input  600  may include the telephone number to call for testing and/or QA of an IVR application. In other words, the telephone number may provide access to the IVR application. A user may provide phone number input  600 , and testing/QA component  410  may call the telephone number provided by phone number input  600  in order to access the IVR application and perform testing/QA thereon. 
         [0078]    Process  1000  may receive a time and/or a date to start testing and/or QA of the IVR application (block  1020 ). For example, in one implementation described above in connection with  FIG. 6 , date/time input  610  may include a date and/or a time indicating when to start testing and/or QA of the IVR application. A user may provide date/time input  610 , and testing/QA component  410  may perform testing/QA of the IVR application at the date and/or time specified by date/time input  610 . 
         [0079]    As further shown in  FIG. 10 , process  1000  may receive a first dialog state of the IVR application to be tested (block  1030 ). For example, in one implementation described above in connection with  FIG. 6 , first dialog state  620  may include a first dialog state of the IVR application for testing/QA. A user may provide first dialog state  620  of the IVR application (e.g., “MainMenuOfficer” may be a first dialog state where the user wants an automatic speech input of “Enroll Officer”), and testing/QA component  410  may speech input “Enroll Officer” when first dialog state  620  of the IVR application is accessed. 
         [0080]    Process  1000  may receive a second dialog state of the IVR application to be tested (block  1040 ). For example, in one implementation described above in connection with  FIG. 6 , second dialog state  630  may include a second dialog state of the IVR application for testing/QA. A user may provide second dialog state  630  of the IVR application (e.g., “EntryOfficerId” may be a second dialog state where the user wants an automatic input of digits for “officer identification”), and testing/QA component  410  may input a predetermined number of digits (e.g., as defined by the user) when second dialog state  630  of the IVR application is accessed. Although  FIG. 10  shows receipt of two dialog states (e.g., first and second dialog states), in other implementations, process  1000  may receive any number of dialog states. 
         [0081]    As further shown in  FIG. 10 , process  1000  may automatically confirm whether the received information is correct (block  1050 ). If the received information is not correct (block  1050 —NO), process  1000  may return to block  1030  or block  1040  and request receipt of correct information. For example, in one implementation described above in connection with  FIG. 6 , auto confirm  650  may include a mechanism to automatically confirm whether input information (e.g., provided by testing/QA component  410 ) is correct. Testing/QA component  410  may automatically input the digits for the second dialog state “EntryOfficerId,” and auto confirm  650  may automatically confirm whether the digits are correct. If auto confirm  650  determines that the digits are incorrect, testing/QA component  410  may return to second dialog state  630  and may request re-input of the digits for the second dialog state “EntryOfficerId.” 
         [0082]    If the received information is correct (block  1050 —YES), process  1000  may receive information (e.g. an IP address) for invoking a web service (block  1060 ). For example, in one implementation described above in connection with  FIG. 6 , web service  660  may include a mechanism to invoke a web service, if requested by the user, for validation. Testing/QA component  410  may invoke web service  660  to determine whether the digits entered in the second dialog state “EntryOfficerId” is “registered” or “not registered” with the IVR application. 
         [0083]    As further shown in  FIG. 10 , process  1000  may determine if a received dialog state is registered (block  1070 ). If the dialog state is not registered (block  1070 —NO), process  1000  may return to block  1030  or block  1040  and request receipt of a registered dialog state. For example, in one implementation described above in connection with  FIG. 6 , web service  660  may determine if a received dialog state is registered. If web service  660  determines that the second dialog state “EntryOfficerId” is “not registered,” testing/QA component  410  may return to second dialog state  630  and may request re-entry of the digits for the second dialog state “EntryOfficerId.” 
         [0084]    If the dialog state is registered (block  1070 —YES), process  1000  may receive information for invoking a main menu dialog state (block  1080 ). For example, in one implementation described above in connection with  FIG. 6 , if web service  660  determines that the second dialog state “EntryOfficerId” is “registered,” testing/QA component  410  may invoke main menu dialog state  670 . In another implementation described above in connection with  FIG. 6 , main menu dialog state  670  may include a main menu dialog state of the IVR application. For example, the main menu dialog state may request user identification information (e.g., account information, user name, a personal identification number (PIN), etc.). 
         [0085]      FIG. 11  shows an exemplary process  1100  for receiving dialog states conditions for performing testing/QA of an IVR application. As shown in  FIG. 11 , process  1100  for receiving dialog states conditions may begin with the receipt of a telephone number to call for testing and/or QA of an IVR application (block  1110 ). For example, in one implementation described above in connection with  FIG. 7 , phone number input  700  may include the telephone number to call for testing and/or QA of an IVR application. In other words, the telephone number may provide access to the IVR application. A user may provide phone number input  700 , and testing/QA component  410  may call the telephone number provided by phone number input  700  in order to access the IVR application and perform testing/QA thereon. 
         [0086]    Process  1100  may receive a time and/or a date to start testing and/or QA of the IVR application (block  1120 ). For example, in one implementation described above in connection with  FIG. 7 , date/time input  710  may include a date and/or a time indicating when to start testing and/or QA of the IVR application. For example, a user may provide date/time input  710 , and testing/QA component  410  may perform testing/QA of the IVR application at the date and/or time specified by date/time input  710 . 
         [0087]    As further shown in  FIG. 11 , process  1100  may receive either a name of a dialog state to be tested (block  1130 ) or may invoke a default dialog state to be tested (block  1140 ). For example, in one implementation described above in connection with  FIG. 7 , the user may have the option of inputting a name of a dialog state where testing/QA component  410  may begin testing/QA of the IVR application. In one example, the user may provide the name of VXML events  720 , grammar  730 , correct input  740 , other VXML elements  750 , etc. VXML events  720  may include the names of VXML events (e.g., noinput, nomatch, help, etc.) for testing/QA by component  410 . Grammar  730  may include user-defined grammar to be used for a dialog state. Correct input  740  may include user-defined correct input for a dialog state. Other VXML elements  750  may include any of the VXML elements defined previously and/or other XML elements used in an IVR application. If no name for a dialog state is provided by a user, testing/QA component  410  may start from a default first dialog state reached by calling the telephone number provided by phone number input  700 . 
         [0088]    If the name of a dialog state is received in block  1130 , process  1100  may receive an input location for the received dialog state name (block  1150 ). For example, in one implementation described above in connection with  FIG. 7 , the user may specify, via interface  400 , the location of an input (e.g., the names of audio files to be used for a nomatch events, noinput events, etc.) for VXML events  720 . In other implementations, the user may specify, via interface  400 , the location of an input (e.g., where a recorded input is stored) for grammar  730 , correct input  740 , and/or other VXML elements  750 . 
         [0089]    If the default dialog state is invoked in block  1140 , process  1100  may generate an input type for the default dialog state (block  1160 ). For example, in one implementation described above in connection with  FIG. 7 , if the user does not specify the name of a dialog state (e.g., VXML events  720 ) to be tested, testing/QA component  410  may provide synthetic speech as the input for the default dialog state. 
         [0090]    Process  1100  may store the name of the received dialog state to be tested and the input location for the received dialog state name, if a name and/or input have been received (block  1170 ). For example in one implementation described above in connection with  FIG. 8 , data storage component  800  may include any memory device (e.g., main memory  230 , read only memory (ROM)  240 , and/or storage device  250  of device  200 ), and may provide storage for the testing/QA conditions provided by a user via interface  400 . 
         [0091]      FIG. 12  is a flowchart of an exemplary process  1200  for automatic testing and/or QA of an IVR application. Process  1200  may begin by calling a telephone number of an IVR application at a specified date and/or time (block  1210 ). For example, in one implementation described above in connection with  FIG. 8 , date/time component  810  may begin performance of testing/QA of an IVR application at the provided date and time. If testing/QA component  410  begins testing/QA of the IVR application on the date and/or time as specified by date/time component  810 , call number component  820  may retrieve the telephone number to be called for the IVR application (e.g., phone number input  600  or  700 ) from data storage  800 . Call number component  820  may also initiate the telephone call to the IVR application using the retrieved telephone number. 
         [0092]    Process  1200  may track dialog states to be tested for an IVR application (block  1220 ). For example, in one implementation described above in connection with  FIG. 9 , user-defined dialog states component  900  may retrieve the dialog states defined by a user (e.g., first dialog state  620  and second dialog state  630 ) from data storage  800 , and may keep track of the dialog states defined by the user and/or default dialog states (e.g., in situations where a user did not define a dialog state). 
         [0093]    Process  1200  may perform testing/QA of VXML elements of a dialog state (block  1230 ). For example, in one implementation described above in connection with  FIG. 9 , test VXML elements component  910  may retrieve VXML elements (e.g., VXML events  720  and other VXML elements  750 ) from data storage  800 , and may perform testing/QA on the VXML elements for each dialog state provided by user-defined dialog states component  900 . 
         [0094]    As further shown in  FIG. 12 , process  1200  may generate input(s) for performing testing and/or QA of the IVR application (block  1240 ). For example, in one implementation described above in connection with  FIG. 9 , input type for dialog state component  920  may retrieve the inputs for the dialog states from data storage  800 , and may provide a corresponding input for a dialog state to the IVR application when the IVR application activates the dialog state. Component  920  may provide a corresponding input that is user-defined, a default, or both. In another implementation, component  920  may provide a corresponding input that is user-defined, and may determine if the input is correct, incorrect, or both. In still another implementation, component  920  may determine whether the user defined a default input type for the dialog state (e.g., the default input type should be in a male voice or a female voice). 
         [0095]    Process  1200  may generate results of the testing/QA of the IVR application (block  1250 ). For example, in one implementation described above in connection with  FIG. 9 , output type component  930  may generate user-defined or default testing/QA results. In one example, output type component  930  may output testing/QA results in a variety of formats (e.g., Hypertext Markup Language (HTML), text file, etc.). In another example, output type component  930  may generate a variety of testing/QA results, such as, error outputs (e.g., VXML element errors such as noinput max errors, nomatch max errors, help max errors, etc.), missing prompts outputs, exception outputs, a logging level, a default output type, etc. 
         [0096]    As further shown in  FIG. 12 , process  1200  may (optionally) validate the generated testing/QA results (block  1260 ). For example, in one implementation described above in connection with  FIG. 9 , external validation component  940  may define and interact with external systems and/or services that may validate results of the testing/QA. In one example, if an IVR application requests that results be validated by a third party via a web-based service, external validation component  940  may provide the necessary details about the web-based service. 
         [0097]    Process  1200  may provide the generated testing/QA results to a user (block  1270 ). For example, in one implementation described above in connection with  FIG. 8 , notification component  850  may provide notification of the results of the testing/QA of the IVR application as determined by testing/QA component  410 . Notification component  850  may provide such notification in a variety of ways (e.g., via an email, a voicemail, a telephone call, a page, a text message (e.g., instant message (IM) or short message service (SMS)), a facsimile, etc.). The user may specify the level of detail provided in the notification. The notification, for example, may selectively provide a record of every transaction performed on the IVR application, a record of problems that were encountered during the testing/QA of the IVR application, and/or an indication of whether or not the testing/QA of the IVR application was successful. 
         [0098]    Implementations described herein may provide systems and methods for automatic testing and/or QA of an IVR application. For example, in one implementation, a telephone number to be called for accessing the IVR application, and a date and/or time to start testing/QA of the IVR application may be provided (e.g., by a user) into a system for testing and/or QA of an IVR application. Conditions for testing/QA of the IVR application may also be provided to the system. The conditions may be provided by using a call flow diagram, and/or by providing the name of each dialog state. VXML elements to be tested for each dialog state of the IVR application may be pre-defined and provided to the system. The system may call the provided phone number and may automatically perform testing and/or QA. The system may generate a log of any issues encountered during testing/QA of the IVR application, and may notify (e.g., the user) of the testing/QA results of the IVR application. 
         [0099]    The foregoing description of preferred embodiments provides illustration and description, but is not intended to be exhaustive or to limit the invention to the precise form disclosed. Modifications and variations are possible in light of the above teachings or may be acquired from practice of the invention. For example, while series of acts have been described with regard to  FIGS. 10-12 , the order of the acts may be modified in other implementations consistent with principles of the invention. Further, non-dependent acts may be performed in parallel. 
         [0100]    Embodiments of the invention, as described above, may be implemented in many different forms of software, firmware, and hardware in the implementations illustrated in the figures. The actual software code or specialized control hardware used to implement embodiments consistent with principles of the invention is not limiting of the invention. Thus, the operation and behavior of the embodiments were described without reference to the specific software code—it being understood that one would be able to design software and control hardware to implement the embodiments based on the description herein. 
         [0101]    No element, act, or instruction used in the present application should be construed as critical or essential to the invention unless explicitly described as such. Also, as used herein, the article “a” is intended to include one or more items. Where only one item is intended, the term “one” or similar language is used. Further, the phrase “based on” is intended to mean “based, at least in part, on” unless explicitly stated otherwise.