Before real
customers call.

Try: Ask what services the business offers and when it is open.

Pass when: The business details match the approved information, the first words are audible and the answer makes sense.

Evidence: Call reference and the information source used to check the answer.

Try: Ask about a service, price or policy absent from the approved information.

Pass when: It acknowledges the limit and offers the agreed next step. It does not invent a price, discount or exception.

Evidence: The unsupported question and the actual answer.

Try: Request a callback at a different business-owned test number from the one you called on. Correct a digit once if needed.

Pass when: The supplied number is saved accurately. It does not guess or silently use caller ID instead.

Evidence: The final saved record checked against your test source.

Try: Give the agreed minimum message details, say you must go and end the call before the usual closing questions.

Pass when: The minimum information reaches the correct destination. Details never provided remain unknown.

Evidence: Received message and delivery time.

Try: Give an invented name, correct it, then add a second request after the first has been acknowledged.

Pass when: The final record has the corrected name and both requests. Continuing the conversation does not duplicate the original action.

Evidence: Final record and number of notifications.

Try: Ask for an occupied slot in the test calendar, then choose another allowed slot if offered.

Pass when: It respects the booking rules and confirms only an entry that exists. The occupied slot stays untouched.

Evidence: Calendar entry, time, timezone and confirmation. If booking is out of scope, verify it does not offer to book.

Try: Request an allowed transfer and have a team member answer the agreed test destination.

Pass when: The correct phone rings, any agreed introduction is given and both people hear each other.

Evidence: Confirmation from both ends and the call reference. If transfers are disabled, test the approved message route instead.

Try: Repeat the allowed transfer while the test receiver deliberately does not answer.

Pass when: The agreed fallback works. It does not ring indefinitely, drop silently or claim someone answered.

Evidence: Ring duration, fallback behaviour and received message. If transfers are disabled, test the message route without a transfer promise.

Try: Call outside the defined hours, or use an isolated test schedule arranged with the provider.

Pass when: It follows the after-hours rule without promising an unavailable transfer or immediate attendance.

Evidence: Time, timezone, configured hours and received result.

Try: Have the provider simulate an unavailable connection in an isolated environment. Do not break a production service.

Pass when: It gives the agreed fallback without claiming success. The failure reaches the responsible person.

Evidence: Simulated failure, caller's answer and alert or recovery record.

Try: Pause midway through a sentence, interrupt an answer, and ask it to say a business website or email used in the script.

Pass when: You can finish, it handles the interruption and the address is intelligible. Agree acceptable response times before grading.

Evidence: Recording timestamps and measured delays; note clipped audio or repeated questions.

Try: Make a normal message call and inspect each promised destination: inbox, CRM, calendar or portal.

Pass when: The right information reaches the right person once, within the agreed window. References match and expected recordings open for an authorised user.

Evidence: Call reference, destination reference and delivery time.