Tested before a single customer calls.
For whoever owns the risk: IT, compliance, or the person who gets the complaint. This is what happens between build and go-live, and what you sign off on.
Scenarios
Every designed flow run end to end, plus the awkward ones: interruptions, accents, background noise, callers who change their mind mid-sentence.
Boundaries
The refusals get tested hardest: no clinical advice, no quoted prices, no invented policy. It escalates or says it doesn't know.
Escalation
Every handoff path, including what happens when nobody picks up on your end.
Compliance
Consent, disclosure and record handling checked against your obligations: HIPAA in clinical settings, consent rules on anything outbound.
Your sign-off
You listen to test calls and approve before a customer ever reaches it.