Information Systems:SIP phone user testing guide

This page is a reference for user-testing of IP phones.

Background

uniPHARM is testing out a potential replacement for its phone system and requires user-testing by various staff members to provide feedback on call quality and also general user experience. Testing involves a different phone at the user's desk in addition to their current desk phone. The test phone will use a line/connection that is also separate from the one used by the current Toshiba phones. To conduct the test, we ask the user to use the test phone when needing to make an outbound call. The phones will not receive incoming calls and therefore will not need to be answered. It is simply an alternative for calling out.

Rather than specify a list of criteria of things to test, we would prefer if the users just use the phone as they would their normal desk phone, and report any differences, as well as general likes and dislikes.

Things to note

• The test phone has been configured with your current extension number, but this is for vanity reasons only. This phone cannot be used to call local extensions (unless you dial their external phone number e.g. 604-276-5200 for Cheryl Corkum).
• There is a phone number associated with the test line being used, but we have configured the caller ID to mask it with our 604-270-9745 number. This works the majority of the time (e.g. try calling your cell phone to test).
• Because the caller ID is supposed to say 604-270-9745, we do not expect the other end of the call to notice that the call is coming from anywhere different.
• Test users are not required to mention anything to the other end about testing a new phone, nor are they required to ask about call quality. Blind-testing will provide greater quality feedback, while no feedback is regarded as positive.
• The test phone is made by Yealink. The model being tested is not necessarily the phone we will be buying if we switch. However, feedback about the phone (hardware) is still appreciated.
• Feel free to call anywhere within North America using this phone - there are currently no long distance charges.

Current test extensions

These extensions are being tested and can be reached locally (extension dialing) using the test phones. Note that there is no reason to call these extensions unless you just want to try it.

• 237 - MonicaT
• 218 - NorwinU
• 213 - RavinderA
• 225 - JeremyM

Special considerations for Customer Service

Please note that this phone is not involved whatsoever with the call queue or common voicemail (150). Also, be mindful of using this phone to make calls wherein you are expecting to eventually transfer the call to another extension (this will not work).