CHALLENGE
Proving a tier-1 cloud contact center could survive a big-bang migration before customers were affected
Migrating parts of a modern cloud contact center with a “big bang” migration requires absolute certainty when it comes to capacity and scalability.
When Infinit.cx, a leading Systems Integrator, adapted multiple crucial parts of the next-generation Sprinklr’s Cloud Contact Center solution, they needed to ensure the platform could handle the performance requirements of their customer Deutsche Telekom AG.
To verify this, Sipfront was brought in to simulate heavy call load (SIP/RTP), while DTAG simulated the agent-side WebRTC environment.
Programs like this only succeed when load is proven before production. With Sipfront, we could stress the contact center at thousands of concurrent calls, with clear metrics to resolve 100% of issues long before Deutsche Telekom went live.
SOLUTION
A two-phase load-testing program that isolated the IVR, then stressed end-to-end distribution to WebRTC agents
The validation was split into two distinct, rigorous phases to isolate core system performance before testing end-to-end call distribution. Due to points of contact with production environments, all major tests of Phase 1 and Phase 2 had to be carried out at night.
Phase 1: Pure IVR backend stress testing
This phase focused solely on the contact center’s IVR backend, bypassing WebRTC agent clients to establish a baseline for PSTN call handling.
- Smoke testing: Small-scale SIP load tests up to 100 concurrent calls (CC) to verify basic routing and connectivity.
- Load & stress testing: High-density SIP load tests up to 3,500 concurrent calls (CC) utilizing a variety of audio codecs to verify platform scalability during test ramp-up and to push the platform’s limits.
Phase 2: End-to-end testing of IVR + WebRTC clients
This phase involved testing both the IVR and the platform’s call distribution logic to live WebRTC clients. DTAG deployed a massive PC farm of desktop clients to simulate call center agents and rigorously test the TURN server infrastructure within their corporate network.
- Smoke testing: Initial tests up to 100 concurrent calls (CC) to validate end-to-end signaling and call distribution logic.
- Load & stress testing: Joint load testing up to 2,000 concurrent calls (CC), primarily utilizing the high-definition G.722 codec.
RESULTS
100% of software defects found under load were resolved before go-live
The value of automated load testing lies in discovering breaking points in a controlled environment, not in production where customers feel every failure.
Key findings & resolutions
- Autoscaling bottlenecks: During Phase 1, the team identified minor scaling issues within the cloud platform, which led to isolated call failures during the test ramp-up phase. The configuration was optimized for smoother scaling.
- Call distribution logic: Phase 2 revealed intermittent routing errors when distributing calls to the WebRTC clients under heavy load.
- Successful remediation: Thanks to the detailed metrics and reproducible test scenarios provided by the Testing Specialist, the software vendor was able to identify, debug, and fully resolve all software bugs prior to launch.
WHY CHOOSE OUR AUTOMATED TESTING?
Every risk that could have hit customers in production was caught, documented, and fixed in testing
By simulating thousands of PSTN calls seamlessly, Sipfront’s automated testing platform allowed the integrator and the carrier to:
- Identify platform limits safely before customers are impacted, with tests reaching thousands of concurrent calls.
- Verify the call distribution logic and to identify significant bottlenecks.
- Stress-test internal TURN server infrastructure under genuine peak load conditions.
- Provide the software vendor with clear, reproducible test results to identify and fix bugs rapidly.
