Feature Request Project - SIP Tunk
Summary
*SIP Trunk testing is a feature that the Voice Assure product from Cyara (previously Spearline) has the ability to test. In order for the customer to test their SIP Trunk capabilities across countries or states, they would have to engage with their Customer Engagement or Customer Success Manager. The Customer Success Manager would then engage with the Back End developer to code this information for each request.
*What is a SIP Trunk? A Session Initiation Protocol (SIP) trunk is a virtual communication line that uses SIP to establish connections for voice, video, and other real-time communication sessions over the internet. SIP trunks replace traditional analog lines, enabling businesses to make and receive calls over their internet connection rather than traditional phone lines.
Goal
The goal of this project was to:
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Build a UI to allow the user to set up the SIP Trunk test themselves.
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Save time for the System Support/Back End team.
Problem
In order to test a new SIP Trunk test, the customer would engage with their Customer Success Manager with details of a carrier, server, ports etc. The System Support or Back End team had to code this information for each request. This was a time consuming and manual task. It was also a repetitive task for the Back End team. The customer also had to wait some time for it to be set up.
Discovery
I interviewed the Customer Success manager that took care of the customer who requested the new UI for the SIP Trunk feature. He explained the pain points of the process from the emails from the customer and he has to engage with the Back End team. I discovered there was no file structure and all new requested SIP Trunks were listed on the page and there was almost 100 from various countries and states. Each one on the list had a checkbox for the user to select.
There was no mapping of carriers to the servers. This would allow the user more flexibility and there would be no need for long lists.
Also there was nowhere for the Sip Trunk Servers to be stored. The SIP Trunk servers could be reused and need their own library.
I had meetings with the PM, the Back End developer and the Solutions Architect. I created wireframes with ideas and we worked as a team to come up with a clean and simple solution. I also worked with the legacy UI of the product.
Before: A List of SIP Trunks. There was no mapping, each had to be coded by Back End team.
Design
I created wireframes on Sketch. I created a page for the user to manage all the details required. The user can enter details on a form to create the SIP Trunk. The SIP Trunks can be added into a table. At the same time the user could enter details for the carrier or provider of various countries or states. As both of these elements were closely related I decide to split the screen so both elements could be seen by the user. Both have tables and each has a Call to Action to enter the new element.
Split page with 2 tables. The user can see both SIP Trunks and Carriers on the same page
A form for the user to add a SIP Trunk
