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ALE Application Partner Program – Inter-working report - Edition 1 - page 1/45
Copyright © 2018 ALE International. All rights reserved
ALE Application Partner Program Inter-Working Report
Partner: Amigo Software Application type: Voice Recording Application name: QuickRECORD Alcatel-Lucent Enterprise Platform:
OXO Connect Evolution™
The product and release listed have been tested with the Alcatel-Lucent Enterprise Communication Platform and the release specified hereinafter. The tests concern only the inter-working between the AAPP member’s product and the Alcatel-Lucent Enterprise Communication Platform. The inter-working report is valid until the AAPP member’s product issues a new major release of such product (incorporating new features or functionality), or until ALE issues a new major release of such Alcatel-Lucent Enterprise product (incorporating new features or functionalities), whichever first occurs. ALE MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE APPLICATION PARTNER PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, ALE HEREBY EXPRESSLY DISCLAIMS ANY AND ALL REPRESENTATIONS, WARRANTIES OR CONDITIONS OF ANY NATURE WHATSOEVER AS TO THE AAPP MEMBER’S PRODUCT INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE AND ALE FURTHER SHALL HAVE NO LIABILITY TO AAPP MEMBER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE. The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To view other trademarks used by affiliated
companies of ALE Holding, visit: www.al-enterprise.com/en/legal/trademarks-copyright. All other trademarks are the property of
their respective owners. The information presented is subject to change without notice. Neither ALE Holding nor any of its affiliates
assumes any responsibility for inaccuracies contained herein. © 2018 ALE International. All rights reserved.
ALE Application Partner Program – Inter-working report - Edition 1 - page 2/45
Copyright © 2018 ALE International. All rights reserved
Certification overview
Date of the certification October 2018
Alcatel-Lucent’s representative AAPP
AAPP member representative Junaid Abid Ali
Alcatel-Lucent Communication Platform
OXO Connect Evolution
Alcatel-Lucent Communication Platform release
R3.0/051.001
AAPP membres application release QuickRECORD V3.0.0.4
Application Category Voice recording
Author(s) Karthik Padmarajan Reviewer(s): Rachid Himmi Revision History Edition 1: creation of the document – October 2018
Test results
Passed
Refused Postponed
Passed with restrictions
Refer to the section 6 for a summary of the test results.
IWR validity extension None
ALE Application Partner Program – Inter-working report - Edition 1 - page 3/45
Copyright © 2018 ALE International. All rights reserved
AAPP Member Contact Information
Contact name: Junaid A. Ali Title: Director Address: Jubilee House, 3 The Drive Great Warley, Bentwood Zip Code: CM 13 3FR City: Essex Country: England Phone: +44(0) 207 101 9664 Fax: Mobile Phone: +44 7441 909 309 Web site: www.amigo-software.com
Email address: Junaid.ali@amigo-software.com
ALE Application Partner Program – Inter-working report - Edition 1 - page 4/45
Copyright © 2018 ALE International. All rights reserved
TABLE OF CONTENTS
1 INTRODUCTION ........................................................................................................................................... 6
2 VALIDITY OF THE INTERWORKING REPORT .................................................................................... 7
3 LIMITS OF THE TECHNICAL SUPPORT ................................................................................................ 8
3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS .................................................................................... 8
4 APPLICATION INFORMATION ................................................................................................................. 9
5 TEST ENVIRONMENT ................................................................................................................................. 10
5.1 PORT MIRRORING FOR VOIP RECORDING ................................................................................................ 10 5.2 HARDWARE CONFIGURATION ................................................................................................................... 11 5.3 SOFTWARE CONFIGURATION ..................................................................................................................... 11
6 SUMMARY OF TEST RESULTS ............................................................................................................... 12
6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ............................................................................................. 12 6.2 SUMMARY OF PROBLEMS .......................................................................................................................... 12 6.3 SUMMARY OF LIMITATIONS ...................................................................................................................... 12 6.4 NOTES, REMARKS ..................................................................................................................................... 12
7 TEST RESULT TEMPLATE ....................................................................................................................... 13
8 TEST RESULTS ........................................................................................................................................... 14
8.1 RELEASE NUMBER VALIDATION ............................................................................................................... 14 8.2 GENERAL CONFIGURATION TESTS ............................................................................................................ 14 8.3 CALL RECORDING (IP) .............................................................................................................................. 15
8.3.1 Internal Basic Call ........................................................................................................................... 15 8.3.2 Internal Basic Call (Held & Retrieve) ............................................................................................. 15 8.3.3 Internal semi attended Transfer Call (call transfer by middle party) .............................................. 16 8.3.4 Internal semi attended Transfer Call (call transfer by first party)................................................... 16 8.3.5 Internal Supervised Enquiry Call (call transfer by middle party) ................................................... 17 8.3.6 Internal Supervised Enquiry Call (call transfer by first party) ........................................................ 17 8.3.7 Unmonitored Internal Basic Call (extension A is monitored and extension B is unmonitored)....... 17 8.3.8 Unmonitored Internal Basic Call (Held & Retrieve - extension A is monitored and extension B is
unmonitored) .................................................................................................................................................... 18 8.3.9 Unmonitored Internal Semi attended transfer Call (extensions A, C are monitored and extension B
is unmonitored) ................................................................................................................................................ 18 8.3.10 Unmonitored Semi attended transfer Call (extensions B, C are monitored and extension A is
unmonitored) .................................................................................................................................................... 19 8.3.11 Unmonitored Semi attended transfer Call (extensions A, B are monitored and extension C is
unmonitored) .................................................................................................................................................... 19 8.3.12 Unmonitored Supervised Transfer Call (extensions A, C are monitored and extension B is
unmonitored) .................................................................................................................................................... 20 8.3.13 Unmonitored Supervised Transfer Call (extensions B, C are monitored and extension A is
unmonitored) .................................................................................................................................................... 20 8.3.14 Unmonitored Supervised Transfer Call (extensions A, B are monitored and extension C is
unmonitored) .................................................................................................................................................... 21 8.3.15 External Inbound Basic Call ............................................................................................................ 21 8.3.16 External Outbound Basic Call ......................................................................................................... 22 8.3.17 External Inbound Basic Call (Held & Retrieve) .............................................................................. 22 8.3.18 External Outbound Basic Call (Held & Retrieve)............................................................................ 22 8.3.19 External Inbound Semi attended Transfer Call ................................................................................ 23 8.3.20 External Outbound Semi attended transfer Call .............................................................................. 23 8.3.21 External Inbound Supervised Enquiry Call ..................................................................................... 24 8.3.22 External Outbound Supervised Enquiry Call ................................................................................... 24 8.3.23 External Inbound Call through ACD ............................................................................................... 25 8.3.24 External Inbound Call through ACD (Held & Retrieve) ................................................................. 25 8.3.25 External Inbound Call through ACD (Semi attended transfer) ........................................................ 25 8.3.26 External Inbound Call through ACD (Supervised Transfer) ........................................................... 26
8.4 RECORDING FILTERS FOR IP ..................................................................................................................... 27 8.4.1 General Recording Filter Tests ........................................................................................................ 27
8.5 SEARCH CALLS ......................................................................................................................................... 27 8.5.1 General Search Calls Tests .............................................................................................................. 27
8.6 RECORDED CALLS VERIFICATION ............................................................................................................. 28 8.6.1 General Recorded Calls Verification Tests ...................................................................................... 28
8.7 NETWORK RELATED TEST CASES FOR IP HANDSETS ................................................................................ 28 8.7.1 Disable Network card for which LAN access is configured ............................................................. 28 8.7.2 Disable Network card for which Port Mirroring is configured ....................................................... 29 8.7.3 Disconnect OXO Connect Evolution from the LAN ......................................................................... 29
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Copyright © 2018 ALE International. All rights reserved
8.7.4 If call is in progress and OXO Connect Evolution is being restarted .............................................. 30 8.7.5 If call is in progress and Extension is set to out of order service .................................................... 30
9 APPENDIX A: AAPP MEMBER’S APPLICATION DESCRIPTION .................................................... 31
10 APPENDIX B: CONFIGURATION REQUIREMENTS OF THE AAPP MEMBER’S
APPLICATION ..................................................................................................................................................... 37
10.1 CONFIGURATION POINTS .......................................................................................................................... 37
11 APPENDIX C: ALCATEL-LUCENT COMMUNICATION PLATFORM: CONFIGURATION
REQUIREMENTS................................................................................................................................................. 38
12 APPENDIX D: AAPP MEMBER’S ESCALATION PROCESS ........................................................... 39
13 APPENDIX E: AAPP PROGRAM .......................................................................................................... 40
13.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)................................................................ 40 13.2 ENTERPRISE.ALCATEL-LUCENT.COM ....................................................................................................... 41
14 APPENDIX F: AAPP ESCALATION PROCESS .................................................................................. 42
14.1 INTRODUCTION ......................................................................................................................................... 42 14.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT .................................................................... 43 14.3 ESCALATION IN ALL OTHER CASES ............................................................................................................ 44 14.4 TECHNICAL SUPPORT ACCESS ................................................................................................................... 45
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Copyright © 2018 ALE International. All rights reserved
1 Introduction This document is the result of the certification tests performed between the AAPP member’s application and Alcatel-Lucent Enterprise’s platform. It certifies proper inter-working with the AAPP member’s application. Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to on-going product improvements and revisions, ALE International cannot guarantee accuracy of printed material after the date of certification nor can it accept responsibility for errors or omissions. Updates to this document can be viewed on:
- the Technical Support page of the Enterprise Business Portal (https://businessportal.alcatel-lucent.com) in the Application Partner Interworking Reports corner (restricted to Business Partners)
- the Application Partner portal (https://www.al-enterprise.com/en/partners/aapp) with free access.
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Copyright © 2018 ALE International. All rights reserved
2 Validity of the InterWorking Report This InterWorking report specifies the products and releases which have been certified. This inter-working report is valid unless specified until the AAPP member issues a new major release of such product (incorporating new features or functionalities), or until ALE International issues a new major release of such Alcatel-Lucent Enterprise product (incorporating new features or functionalities), whichever first occurs. A new release is identified as following:
a “Major Release” is any x. enumerated release. Example Product 1.0 is a major product release.
a “Minor Release” is any x.y enumerated release. Example Product 1.1 is a minor product release
The validity of the InterWorking report can be extended to upper major releases, if for example the interface didn’t evolve, or to other products of the same family range. Please refer to the “IWR validity extension” chapter at the beginning of the report.
Note 1: The InterWorking report becomes automatically obsolete when the mentioned product releases are end of life.
Note 2: The renewal of the interoperability test (certification) is under the responsibility of the partner except if the certification fee is included in the program fee (e.g. “Application Partner” membership level) in this case ALE will schedule a new certification every two year
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3 Limits of the Technical support
For certified AAPP applications, Technical support will be provided within the scope of the features which have been certified in the InterWorking report. The scope is defined by the InterWorking report via the tests cases which have been performed, the conditions and the perimeter of the testing and identified limitations. All those details are documented in the IWR. The Business Partner must verify an InterWorking Report (see above “Validity of the InterWorking Report) is valid and that the deployment follows all recommendations and prerequisites described in the InterWorking Report.
The certification does not verify the functional achievement of the AAPP member’s application as well as it does not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.
Any possible issue will require first to be addressed and analysed by the AAPP member before being escalated to ALE International. Access to technical support by the Business Partner requires a valid ALE maintenance contract For details on all cases (3
rd party application certified or not, request outside the scope of this IWR,
etc.), please refer to Appendix F “AAPP Escalation Process”.
3.1 Case of additional Third party applications
In case at a customer site an additional third party application NOT provided by ALE International is included in the solution between the certified Alcatel-Lucent Enterprise and AAPP member products such as a Session Border Controller or a firewall for example, ALE International will consider that situation as to that where no IWR exists. ALE International will handle this situation accordingly (for more details, please refer to Appendix F “AAPP Escalation Process”).
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Copyright © 2018 ALE International. All rights reserved
4 Application information Application commercial name: QuickRECORD Application version: 3.0.0.4 Interface type: CSTA
Brief application description:
QuickRECORD is a telephone voice recorder suite of applications which is targeted at the small to
medium sized enterprise business. It works exclusively with the Alcatel-Lucent OXO, and is usually installed in business of less than 200 extensions. For IP handsets there is a software only solution.
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5 Test environment Figure 1 Test environment
5.1 Port Mirroring For VoIP Recording
For QuickRECORD to record VoIP extensions successfully you will need to ensure that VOIP traffic is being
sent to the Windows PC on LAN port 2.
The following provides an explanation of how port mirroring works and should be implemented.
However, due to the infinite number of managed switches, this does not provide exact step by step
instructions on how to add port mirroring to your switch.
What is Port Mirroring?
Port Mirroring, also known as Port Spanning, is available on most managed switches to send a copy of
all network packets seen on one switch port, to another switch port
How do we Mirror traffic for QuickRECORD? There are two methods available to monitor the VOIP traffic on your network.
1. The first, and most popular method, is to mirror inbound and outbound traffic from a single port,
to which your OXO Connect Evolution is connected. This is typically used to monitor “External to
Internal” & “Internal to External” calls, but will not enable the system to record “Extension to
Extension.
2. The second is to mirror traffic on multiple ports, where each port is connected to an IP Phone.
This is typically used to monitor all extensions rather than the OXO Connect Evolution box, so
that calls made “between” extensions can also be recorded. Using this method means that you
will NOT need to mirror the OXO Connect Evolution port because all calls will be recorded at
the IP Phone.
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Copyright © 2018 ALE International. All rights reserved
Warning! - Duplicate Network Packets. Duplicate network packets will severely affect the QuickRECORD product, causing issues such a slow speech. If such issues are experienced we recommend you review the network.
5.2 Hardware configuration
OXO Connect Evolution: o OXO Connect evolution (IP box ) o SIP trunk simulated between OXOs o Managed Switch o IPTouch sets 8XX8 series o SIP hard phone
5.3 Software configuration
Alcatel-Lucent Communication Platform: OXO Connect Evolution R 3.0/051.001
Partner Application : Quick RECORD Version 3.0.0.4
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6 Summary of test results
6.1 Summary of main functions supported
Call recording.
Call monitoring.
6.2 Summary of problems
None
6.3 Summary of limitations DECT phone recording is not supported.
6.4 Notes, remarks For OXO connect evolution the application supports recording only via the port mirroring.
So the phones have to be basically connected to the switch where port mirroring is connected.
For SIP trunk recording test cases we used network call between two OXOs. Both the OXOs
were connected to the port mirrored switch.
We did not use a real SIP trunk solution to test the trunk related test cases.
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7 Test Result Template The results are presented as indicated in the example below:
Test Case Id
Test Case N/A OK NOK Comment
1
Test case 1
Action
Expected result
2
Test case 2
Action
Expected result
The application waits for PBX timer or phone set hangs up
3
Test case 3
Action
Expected result
Relevant only if the CTI interface is a direct CSTA link
4
Test case 4
Action
Expected result
No indication, no error message
… …
Test Case Id: a feature testing may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Test Case: describes the test case with the detail of the main steps to be executed the and the expected result N/A: when checked, means the test case is not applicable in the scope of the application OK: when checked, means the test case performs as expected NOK: when checked, means the test case has failed. In that case, describe in the field “Comment” the reason for the failure and the reference number of the issue either on Alcatel-Lucent side or on AAPP member side Comment: to be filled in with any relevant comment. Mandatory in case a test has failed especially the reference number of the issue.
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8 Test Results
8.1 Release Number Validation
Test Objectives To ensure all software applications & components are labelled with the correct release number. Test Results
Test Case Id
Test Case N/A OK NOK Comment
1
Admin Portal Web Portal is labelled with the correct release
number and copyright for all pages of Web
8.2 General Configuration Tests
Test Objectives To test that the basic system components can be added, amended & deleted accordingly. Test Results
Test Case Id
Test Case N/A OK NOK Comment
GC1
System Defaults Add Server IP
Verify all the options in "System Settings"
section
Verify all the options in "Recorder Settings"
section
Configure SMTP and check by sending email
through recorder
Verify all success and error messages
Select NIC for monitoring RTP Traffic
Change the Date Format and check its change
in the call details in Recorded calls verification
page
Change the Recording Type such as WAV,
GSM610 & MP3 and check recording
GC2
PBX Settings Add, Edit, Delete PBX (Media Connector)
Verify all success and error messages
Verify the functionality of all buttons on PBX
page such as ‘Save’ , ‘Cancel’, ‘Update’ , ‘Edit’ ,
‘Delete’.
GC3
Extensions (Media object) Add, Edit, Delete an IP Extension
Verify ‘Enable recording’ type with IP.
Verify ‘Import extensions' and ‘Export
Extensions' functionality and contents
Verify all success and error messages
Verify the functionality of all buttons such as
‘Save’ , ‘Cancel’, ‘Update’ , ‘Edit’ , ‘Delete’
Export the extensions and delete them from the
QuickRECORD and then import the exported
extensions.
GC4
Teams Add, Edit, Delete a Team
Verify the functionality of all buttons such as
‘Save’ , ‘Cancel’, ‘Update’ , ‘Edit’ , ‘Delete’
Verify all success and error messages
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Creation, Deletion and Modification of multiple
teams
GC5
Agents Add, Edit, Delete an Agent
Assign multiple ‘Teams’ to an agent
Assign 'Extension' to an agent
Add a ‘Recording Rule’ for a created Extension
And update
Verify ‘Import agent’ and ‘Export agent’
functionality
Verify all success and error messages
Verify the functionality of all buttons such as
‘Save’ , ‘Cancel’, ‘Update’ , ‘Edit’ , ‘Delete’
Creation of a Configuration manager.
Creation of an Extension As ‘Team Supervisor’
Search an agent with different field names by
selecting different criteria
Login the Added Agent, Supervisor or
Configuration Manager, check options available
on the page and check their functionality.
Enable Record on Demand for an Extension
And select any of the two options from drop
down menu and check its functionality.
Enable Pause/Resume for an Extension And
check its functionality.
GC6
Recording Server Recording Server starts successfully
Verification of the QuickRECORD Server using
admin login
Verification of the "start" and "stop" function of
recording server
8.3 Call Recording (IP)
8.3.1 Internal Basic Call
Test Objectives To make ‘Internal’ basic calls between monitored IP extensions and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
IBC1
Internal Basic Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds before hanging-up.
IBC2
Check the records in QuickRECORD
In QuickRECORD application, check the
records
8.3.2 Internal Basic Call (Held & Retrieve)
Test Objectives To make ‘Internal’ Basic calls between monitored IP extensions and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
IBC1
Internal Basic Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
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least 10 seconds.
IBC2
Call hold & retrieve Extension A puts the call on hold for 5 seconds
Extension A retrieves the call and speaks for
10 seconds before hanging up.
IBC 3
Check the records in QuickRECORD
In QuickRECORD application, check the
records
The call hold time is chopped off in the call recording.
8.3.3 Internal semi attended Transfer Call (call transfer by middle party)
Test Objectives To make ‘Internal’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
IBT1
Internal Semi attended transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
IBT2
Enquiry and Transfer Extension B makes a new call to Extension C
(Extension A is put on hold automatically)
Extension B transfers the calls to Extension C
IBT3
Transferred Call Extension C answers the call and speaks for at
least 10 seconds before hanging up.
IBT4
Check the records in QuickRECORD
In QuickRECORD application, check the records In total Four calls are shown for this scenarios. Call recording is fine.
8.3.4 Internal semi attended Transfer Call (call transfer by first party)
Test Objectives To make ‘Internal’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
IBT1
Internal Semi attended transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
IBT2
Enquiry and Transfer Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension A transfers the calls to Extension C
IBT3
Transferred Call Extension C answers the call and speaks for at
least 10 seconds before hanging up.
IBT4
Check the records in QuickRECORD
In QuickRECORD application, check the records In total four calls are shown for this scenarios. Call recording is fine.
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8.3.5 Internal Supervised Enquiry Call (call transfer by middle party)
Test Objectives To make ‘Internal’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
ISE1
Internal Supervised Transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
ISE2
Enquiry Call Extension B makes a new call to Extension C
(Extension A is put on hold automatically)
Extension C answers the call and speaks for at
least 10 seconds with Extension B
ISE3 Transfer
Extension B transfers the call to Extension A
ISE4
Transferred Call Extension A and Extension C speak for at least
10 seconds before hanging up. In total Six calls are shown for this scenarios. Call recording is fine.
ISE5
Check the records in QuickRECORD
In QuickRECORD application, check the
records
8.3.6 Internal Supervised Enquiry Call (call transfer by first party)
Test Objectives To make ‘Internal’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
ISE1
Internal Supervised Transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
ISE2
Enquiry Call Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension C answers the call and speaks for at
least 10 seconds with Extension A
ISE3 Transfer
Extension A transfers the call to Extension B
ISE4
Transferred Call Extension B and Extension C speaks for at
least 10 seconds before hanging up. In total Six calls are shown for this scenarios. Call recording is fine.
ISE5
Check the records in QuickRECORD
In QuickRECORD application, check the
records
8.3.7 Unmonitored Internal Basic Call (extension A is monitored and extension B is unmonitored)
Test Objectives
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To make ‘Unmonitored’ Basic calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
UIB1
Unmonitored Basic Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds before hanging-up.
UIB2
Check the records in QuickRECORD
In QuickRECORD application, check the
records
8.3.8 Unmonitored Internal Basic Call (Held & Retrieve - extension A is monitored and extension B is unmonitored)
Test Objectives To make ‘Unmonitored’ Basic calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
IBC1
Unmonitored internal Basic Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds.
IBC2
Call hold & retrieve Extension A puts the call on hold for 5 seconds
Extension A retrieves the call and speaks for
10 seconds before hanging up.
IBC 3
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Hold period is chopped off in the recorded call
8.3.9 Unmonitored Internal Semi attended transfer Call (extensions A, C are monitored and extension B is unmonitored)
Test Objectives To make ‘Unmonitored’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
UIBT1
Unmonitored Semi attended transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
UIBT2
Enquiry and Transfer Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension A transfers the calls to Extension C
UIBT3
Transferred Call Extension C answers the call and speaks for at
least 10 seconds before hanging up.
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UIBT4
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Four calls records are recorded for this scenario
8.3.10 Unmonitored Semi attended transfer Call (extensions B, C are monitored and extension A is unmonitored)
Test Objectives To make ‘Unmonitored’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
UIBT1
Unmonitored Semi attended transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
UIBT2
Enquiry and Transfer Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension A transfers the calls to Extension C
UIBT3
Transferred Call Extension C answers the call and speaks for at
least 10 seconds before hanging up.
UIBT1
Unmonitored Semi attended transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
UIBT4
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Four call records are recorded for this scenario
8.3.11 Unmonitored Semi attended transfer Call (extensions A, B are monitored and extension C is unmonitored)
Test Objectives To make ‘Unmonitored’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
UIBT1
Unmonitored Semi attended transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
UIBT2
Enquiry and Transfer Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension A transfers the calls to Extension C
UIBT3
Transferred Call Extension C answers the call and speaks for at
least 10 seconds before hanging up.
UIBT1
Unmonitored Semi attended transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
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least 10 seconds
UIBT4
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Four call records are recorded for this scenario
8.3.12 Unmonitored Supervised Transfer Call (extensions A, C are monitored and extension B is unmonitored)
Test Objectives To make ‘Unmonitored’ Supervised Transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
UST1
Unmonitored Supervised Transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
UST2
Enquiry Call Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension A and Extension C are in
conversation
UST3 Transfer
Extension A transfers the call to Extension B
UST4
Transferred Call Extension B and Extension C speaks for at least
10 seconds before hanging up.
UST5
Check the records in QuickRECORD
In QuickRECORD application, check the records
8.3.13 Unmonitored Supervised Transfer Call (extensions B, C are monitored and extension A is unmonitored)
Test Objectives To make ‘Unmonitored’ Supervised Transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
UST1
Unmonitored Supervised Transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
UST2
Enquiry Call Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension A and Extension C are in
conversation
UST3 Transfer
Extension A transfers the call to Extension B
UST4 Transferred Call
Extension B and Extension C speaks for at least
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10 seconds before hanging up.
UST5
Check the records in QuickRECORD
In QuickRECORD application, check the records
8.3.14 Unmonitored Supervised Transfer Call (extensions A, B are monitored and extension C is unmonitored)
Test Objectives To make ‘Unmonitored’ Supervised Transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
UST1
Unmonitored Supervised Transfer Audio call Make an internal call from Extension A to
Extension B
Extension B answers the call and speaks for at
least 10 seconds
UST2
Enquiry Call Extension A makes a new call to Extension C
(Extension B is put on hold automatically)
Extension A and Extension C are in
conversation
UST3 Transfer
Extension A transfers the call to Extension B
UST4
Transferred Call Extension B and Extension C speaks for at least
10 seconds before hanging up.
UST5
Check the records in QuickRECORD
In QuickRECORD application, check the records Six calls are recorded and recording is fine
8.3.15 External Inbound Basic Call
Test Objectives To make ‘External’ basic call to a monitored IP extension and ensure that the call is recorded as expected Test Results
Test Case Id
Test Case N/A OK NOK Comment
EIB1
External inbound Basic Audio call Make an external inbound call to Extension A
Extension A answers the call and speaks for at
least 10 seconds before hanging-up.
EIB 2
Check the records in QuickRECORD
In QuickRECORD application, check the
records
SIP trunk call was tested for external inbound scenario
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8.3.16 External Outbound Basic Call
Test Objectives To make ‘External’ basic call from a monitored IP extension and ensure that the call is recorded as expected Test Results
Test Case Id
Test Case N/A OK NOK Comment
EOB1
External outbound Basic Audio call Make an external outbound call from Extension
A
External party answers the call and speaks for
at least 10 seconds before hanging-up.
EOB2
Check the records in QuickRECORD
In QuickRECORD application, check the
records
SIP trunk call was tested for external outbound scenario
8.3.17 External Inbound Basic Call (Held & Retrieve)
Test Objectives To make ‘External’ basic call to a monitored IP extension and ensure that the call is recorded as expected Test Results
Test Case Id
Test Case N/A OK NOK Comment
EIB1
External inbound Basic Audio call Make an external inbound call to Extension A
Extension A answers the call and speaks for at
least 10 seconds before hanging-up.
EIB2
Call hold & retrieve Extension A puts the call on hold for 5 seconds
Extension A retrieves the call and speaks for
10 seconds before hanging up.
EIB3
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Recorded external SIP call contains the music on hold.
8.3.18 External Outbound Basic Call (Held & Retrieve)
Test Objectives To make ‘External’ basic call from a monitored IP extension and ensure that the call is recorded as expected. Test Results
Test Case Id
Test Case N/A OK NOK Comment
EOB1
External outbound Basic Audio call Make an external outbound call from Extension
A
External party answers the call and speaks for
at least 10 seconds before hanging-up.
EOB2
Call hold & retrieve Extension A puts the call on hold for 5 seconds
Extension A retrieves the call and speaks for
10 seconds before hanging up.
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EOB3
Check the records in Quick RECORD
In Quick RECORD application, check the
records
Record call contains the hold period also but it is blank without any tone.
8.3.19 External Inbound Semi attended Transfer Call
Test Objectives To make ‘External’ Semi attended transfer call to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
EIBT1
External Semi attended transfer Audio call Make an external inbound call to Extension A
Extension A answers the call and speaks for at
least 10 seconds
EIBT2
Enquiry and Transfer Extension A makes a new call to Extension B
(External party is put on hold automatically)
Extension A transfers the calls to Extension B
EIBT3
Transferred Call Extension B answers the call and speaks for at
least 10 seconds before hanging up.
EIBT4
Check the records in QuickRECORD
In QuickRECORD application, check the records Two calls were recorded in this scenario and recording is fine
8.3.20 External Outbound Semi attended transfer Call
Test Objectives To make ‘External’ Semi attended transfer call to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
EIBT1
External Semi attended transfer Audio call Make an external outbound call from Extension
A
External party answers the call and speaks for at
least 10 seconds.
EIBT2
Enquiry and Transfer Extension A makes a new call to Extension B
(External party is put on hold automatically)
Extension A transfers the calls to Extension B
EIBT3
Transferred Call Extension B answers the call and speaks for at
least 10 seconds before hanging up.
EIBT4
Check the records in QuickRECORD
In QuickRECORD application, check the records Two calls were recorded in this scenario and recording is fine.
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8.3.21 External Inbound Supervised Enquiry Call
Test Objectives To make ‘External’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
EISE1
External Supervised Transfer Audio call Make an external inbound call to Extension A
Extension A answers the call and speaks for at
least 10 seconds
EISE2
Enquiry Call Extension A makes a new call to Extension B
(External party is put on hold automatically)
Extension B answers the call and speaks for at
least 10 seconds with Extension A
EISE3 Transfer
Extension A transfers the call to Extension B
EISE4
Transferred Call External party and Extension B speaks for at
least 10 seconds before hanging up.
EISE5
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Four calls were recorded in this scenario and recording is fine.
8.3.22 External Outbound Supervised Enquiry Call
Test Objectives To make ‘External’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
EOSE1
External Supervised Transfer Audio call Make an external outbound call from Extension
A
External party answers the call and speaks for
at least 10 seconds
EOSE 2
Enquiry Call Extension A makes a new call to Extension B
(External party is put on hold automatically)
Extension B answers the call and speaks for at
least 10 seconds with Extension A
EOSE3 Transfer
Extension A transfers the call to Extension B
EOSE4
Transferred Call External party and Extension B speaks for at
least 10 seconds before hanging up.
EOSE5
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Four calls were recorded in this scenario and recording is fine.
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8.3.23 External Inbound Call through ACD
Test Objectives To make ‘ACD Inbound’ calls to an IP extension and ensure that the calls are recorded Test Results
ID Test Case N/A OK NOK Comment
EIC1
ACD Inbound Audio call Make an external inbound call to Agent A (Call is
routed through pilot distribution - ACD).
Agent A answers the call and speaks for at least
10 seconds before hanging-up
EIC 2 Check the records in QuickRECORD
In QuickRECORD application, check the records
8.3.24 External Inbound Call through ACD (Held & Retrieve)
Test Objectives To make ‘ACD Inbound’ calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
EIBC1
ACD Inbound Audio call Make an external inbound call to Agent A (Call
is routed through pilot distribution - ACD).
Agent A answers the call and speaks for at
least 10 seconds before hanging-up
EIBC2
Call hold & retrieve Agent A puts the call on hold for 5 seconds
Agent A retrieves the call and speaks for 10
seconds before hanging up.
EIBC 3
Check the records in QuickRECORD
In QuickRECORD application, check the
records
8.3.25 External Inbound Call through ACD (Semi attended transfer)
Test Objectives To make ‘ACD Inbound’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
EIBT1
ACD Inbound Audio call Make an external inbound call to Agent A (Call is
routed through pilot distribution - ACD).
Agent A answers the call and speaks for at least
10 seconds before hanging-up
EIBT2
Enquiry and Transfer Agent A makes a new call to Agent B (External
party is put on hold automatically)
Agent A transfers the calls to Agent B
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EIBT3
Transferred Call Agent B answers the call and speaks for at least
10 seconds before hanging up.
EIBT4
Check the records in QuickRECORD
In QuickRECORD application, check the records Two calls for semi attended transfer and recording is fine
8.3.26 External Inbound Call through ACD (Supervised Transfer)
Test Objectives To make ‘ACD Inbound’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results
Test Case Id
Test Case N/A OK NOK Comment
EIC1
ACD Inbound Audio call Make an external inbound call to Agent A (Call
is routed through pilot distribution - ACD).
Agent A answers the call and speaks for at least
10 seconds before hanging-up
EIC2
Enquiry and Transfer Agent A makes a new call to Extension B
(External party is put on hold automatically)
Agent B answers the calls and speaks to Agent
A for 10 seconds.
EIC3 Transfer
Agent A transfers the call to Agent B
EIC4
Transferred Call Agent B and External party speaks for at least
10 seconds before hanging up.
EIC5
Check the records in QuickRECORD
In QuickRECORD application, check the
records
Four calls recorded and recording is fine.
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8.4 Recording Filters for IP
8.4.1 General Recording Filter Tests
Test Objectives To set valid filters that are designed to ignore or record specific calls and to check that the calls are recorded/not recorded as per defined rules. Test Results
Test Case Id
Test Case N/A OK NOK Comment
RF1
Recording Filter (IP) Creation of the agent with recording rule with
different options like 'Ignore' and ‘Record’ and
check the recorder's behaviour
Deletion of the agent recording rule and
checking the behaviour of Recorder
Verification of the agent's recording rule for
success and error messages
Setting the Default recording action as
Recording directions both, Inbound and
Outbound
Setting the Default recording action as ignore
and putting a recording rule for Record by
using different criteria
Setting the Default recording action as record
and putting a recording rule for ignore by using
different criteria
Deletion of a system level recording rule
Verify all success and error messages
RF2
Check the records in QuickRECORD
In QuickRECORD application, check the
records
8.5 Search Calls
8.5.1 General Search Calls Tests
Test Objectives To Search the recorded calls with different criteria's Test Results
Test Case Id
Test Case N/A OK NOK Comment
SC1
Search Calls Validate the functionality of Search calls.
Verify all the criteria of call Date and Time
Check all the other search criteria and verify the
search results
Verify the functionality of Count Results buttons
Verify the basic functionality of "Save Search"
by save, delete and search using ‘saved
searches’
Verify the results by changing the values in the
“Results per page” and in the “Show” text box
Search the calls with Supervisor and Agents
Searching the Results per page with the field
name as "10/20/30/40/50"
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8.6 Recorded Calls Verification
8.6.1 General Recorded Calls Verification Tests
Test Objectives To verify different options of recorded calls Verification Test Results
Test Case Id
Test Case N/A OK NOK Comment
RCV1
Recorded Calls Verification Verify the list of Records - display of contents
with page options - 10/20/30/40/50
Verify the list of calls for all relevant icons and
details
Verify the function of mouse click options -
"Play", "play All", "Play Selected", "Download
CDR" , "Download File" , "Email File" , "Do not
Archive" , "Can be Archived"
Verify the Playback of "Normal Call" (Audio Call)
and verify their details
Verify all Options for Notes
Verify the Flag set options for a Recorded Call.
Verify the functionality for all options in the
player
Verify the click on "View Report" link and the
Caption and page details information on the
Report
Verify the Report generated for display of Call
details and Date format as Specified in
Recorder settings.
Add Notes and Flags during call play
Play the calls in different options in the player
WAV, GSM610 and MP3
Play the calls after download on different
players and machines for all calls (Audio Call)
Play audio calls having more than 5 minutes
duration using domain user on windows-7 64 bit
Listen the voice quality for all the IP calls
Play the calls from Agent/ Supervisor page and
verify all options
8.7 Network Related Test Cases for IP Handsets
8.7.1 Disable Network card for which LAN access is configured
Test Objectives To ensure that QuickRECORD application should reconnect and continue working as expected. Test Results
Test Case Id
Test Case N/A OK NOK
Comment
NR1
Disable Network Card with LAN access
The QuickRECORD application is configured and is in
running mode.
Make a call from Extension A to Extension B
Extension B answers the call and is in conversation with
Extension A
Disable the Network Card after 10 seconds
Enable the Network Card after 2 minutes of its disconnection
QuickRECORD reconnects itself with PBX automatically
QuickRECORD records the on-going call till the point
network was connected.
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8.7.2 Disable Network card for which Port Mirroring is configured
Test Objectives To ensure that QuickRECORD application should reconnect and continue working as expected. Test Results
Test Case Id
Test Case N/A OK NOK Comment
DPMC1
Disable network card with Port Mirroring enabled
The QuickRECORD application is configured
and is in running mode.
Make a call from Extension A to Extension B
Extension B answers the call and is in
conversation with Extension A
Disable the Network Card after 10 seconds
Enable the Network Card after 2 minutes of its
disconnection
QuickRECORD automatically re-monitors the
network card for RTP traffic
QuickRECORD records the on-going call till
the point network was connected.
8.7.3 Disconnect OXO Connect Evolution from the LAN
Test Objectives To ensure that QuickRECORD application should reconnect and continue working as expected. Test Results
Test Case Id
Test Case N/A OK NOK Comment
DIB1
Disconnect OXO Connect Evolution from LAN
The QuickRECORD application is configured
and is in running mode.
Make a call from Extension A to Extension B
Extension B answers the call and is in
conversation with Extension A
Disconnect OXO Connect Evolution from the
LAN
Make OXO Connect Evolution accessible over
LAN after 2 minutes of disconnection
QuickRECORD reconnects itself with PBX
QuickRECORD records the on-going call till the
point network was connected.
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8.7.4 If call is in progress and OXO Connect Evolution is being restarted
Test Objectives To ensure that QuickRECORD application should reconnect and continue working as expected. Test Results
Test Case Id
Test Case N/A OK NOK Comment
RIB1
If call is in progress and OXO Connect Evolution is being restarted
The QuickRECORD application is configured
and is in running mode.
Make a call from Extension A to Extension B
Extension B answers the call and is in
conversation with Extension A
Restart the OXO Connect Evolution box
QuickRECORD reconnects itself with PBX
QuickRECORD records the on-going call till the
point box was accessible over LAN
8.7.5 If call is in progress and Extension is set to out of order service
Test Objectives To ensure that QuickRECORD Application should continue recording the calls for the extension Test Results
Test Case Id
Test Case N/A OK NOK Comment
OOS1
If call is in progress and Extension is set to out of order service
The QuickRECORD application is configured
and is in running mode.
Make a call from Extension A to Extension B
Extension B answers the call and is in
conversation with Extension A
While the call is in progress, set the extension A
to out of order service by unplugging its cable
QuickRECORD records the on-going call till the
point cable was connected.
Put the extension in service after 2 minutes
Make another call from Extension A to
Extension B
Extension B answers the call and is in
conversation with Extension A
Extension B ends the call after 10 seconds.
QuickRECORD server records the call for
Extension A
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9 Appendix A: AAPP member’s Application description
QuickRECORD is a telephone voice recorder suite of applications which is targeted at the small to
medium sized enterprise business. It works exclusively with the Alcatel-Lucent OXO Connect Evolution, and is usually installed in business of less than 200 extensions. For IP handsets there is a software only solution. Recording Types
Full IP Recording Recording options
Filtered Recording ( Specify which calls should be recorded/ignored ) The installer must ensure that the customer’s environment FULLY meets the specifications outlined in the Amigo QuickSUITE Hardware & Software configuration guide. Failing to meet the requirements may result in the solution not being supported. Installation should only be performed remotely or on site by Amigo Software. Alcatel-Lucent registered Business partners may perform installation providing Amigo has been informed so that supervision can be provided if required. Before Installing QuickRECORD, the steps outlined in the QuickSUITE Configuration Guide must be performed. Installation of the QuickRECORD solutions must be performed using the QuickRECORD Installation Guide to ensure that all necessary steps are implemented successfully. Access to QuickRECORD Homepage (web interface) 1. Open a web browser (Chrome, Internet Explorer) 2. Enter QuickSUITE address http://<<localhost or IP>>/QuickSUITE/Login.aspx 3. Enter the administrator login “admin” 4. Enter the administrator password (default password is admin) 5. Once logged in successfully, main applications dashboard of QuickSUITE will be shown. 6. Select QuickRECORD from all the listed Amigo QuickSUITE Applications.
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Once QuickRECORD is selected from QuickSUITE, QuickRECORD Administration search calls page will be shown as the first page (as shown below).
Once the search button is clicked the recorded calls will be shown as below.
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Add Media Connector Add the media connector from QuickSUITE page as below
Add Media Object Add the media connector from QuickSUITE page as below
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Edit extension settings
System Defaults System admins can update the required configurations in “System Defaults”.
Teams Multiple teams can be created as below
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Agents Agent will be added from QuickSUITE page as below
Associate the team and extension to an agent.
Service Start / Stop from Web Interface Central Telephony service and QuickRECORD Service can be started and stopped from the web interface without the need to go to Windows Services Control Panel. Central Telephony service must be started before starting the QuickRECORD Service.
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Image: Service “Stopped”
Image: Services “Started”.
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10 Appendix B: Configuration requirements of the AAPP member’s application
10.1 Configuration Points
Below is a summary of the configuration actions necessary to get QuickRECORD up and running.
General Configuration
Install Windows 7/10 Professional 64Bit PC and ensure it is licensed & activated
Configure the PC According to the QuickRECORD Installation guide
Install & Configure QuickRECORD - Configure OXO Connect Evolution IP Address
- Configure System Defaults
- Configure Recording Filters
Recording Configuration
Recording Method Action
IP recording - Configure Port Mirroring
- Configure QuickRECORD for VoIP Recording
- Configure QuickRECORD Extensions for IP Recording
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11 Appendix C: Alcatel-Lucent Communication Platform: configuration requirements
CSTA
The OXO Connect Evolution must have CSTA installed and working.
Details of the CSTA Pack can be found below:
PRODUCT CODE - 3EH03328AA
Software licence OXO Connect Evolution rich communication edition, application interface
open pack. (Tapi 2.1, CSTA Desktop and Server) - ON
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12 Appendix D: AAPP member’s escalation process
Client’s support process:
Support for L1 can be achieved by contacting our team using email: assistance@amigo-software.com.
For L2/L3 customer can directly contact support team using number +44 (0) 207 101 9664
The resolution time for the occurred issue is dependent on the severity level and agreed SLA’s
with the customer. *remote access may be needed depending on the nature of the issue.
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13 Appendix E: AAPP program
13.1 Alcatel-Lucent Application Partner Program (AAPP)
The Application Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel-Lucent Enterprise's product family. The program provides tools and support for developing, verifying and promoting compliant third-party applications that complement Alcatel-Lucent Enterprise's product family. ALE International facilitates market access for compliant applications. The Alcatel-Lucent Application Partner Program (AAPP) has two main objectives:
Provide easy interfacing for Alcatel-Lucent Enterprise communication products: Alcatel-Lucent Enterprise's communication products for the enterprise market include infrastructure elements, platforms and software suites. To ensure easy integration, the AAPP provides a full array of standards-based application programming interfaces and fully-documented proprietary interfaces. Together, these enable third-party applications to benefit fully from the potential of Alcatel-Lucent Enterprise products.
Test and verify a comprehensive range of third-party applications: to ensure proper inter-working, ALE International tests and verifies selected third-party applications that complement its portfolio. Successful candidates, which are labelled Alcatel-Lucent Enterprise Compliant Application, come from every area of voice and data communications.
The Alcatel-Lucent Application Partner Program covers a wide array of third-party applications/products designed for voice-centric and data-centric networks in the enterprise market, including terminals, communication applications, mobility, management, security, etc.
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Web site The Application Partner Portal is a website dedicated to the AAPP program and where the InterWorking Reports can be consulted. Its access is free at https://www.al-enterprise.com/en/partners/aapp
13.2 Enterprise.Alcatel-Lucent.com
You can access the Alcatel-Lucent Enterprise website at this URL: https://www.al-enterprise.com
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14 Appendix F: AAPP Escalation process
14.1 Introduction
The purpose of this appendix is to define the escalation process to be applied by the ALE International Business Partners when facing a problem with the solution certified in this document. The principle is that ALE International Technical Support will be subject to the existence of a valid InterWorking Report within the limits defined in the chapter “Limits of the Technical support”. In case technical support is granted, ALE International and the Application Partner, are engaged as following:
(*) The Application Partner Business Partner can be a Third-Party company or the ALE International Business Partner itself
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14.2 Escalation in case of a valid Inter-Working Report
The Interworking Report describes the test cases which have been performed, the conditions of the testing and the observed limitations. This defines the scope of what has been certified. If the issue is in the scope of the IWR, both parties, ALE International and the Application Partner, are engaged: Case 1: the responsibility can be established 100% on ALE International side.
In that case, the problem must be escalated by the ALE Business Partner to the ALE International Support Center using the standard process: open a ticket (eService Request –eSR)
Case 2: the responsibility can be established 100% on Application Partner side.
In that case, the problem must be escalated directly to the Application Partner by opening a ticket through the Partner Hotline. In general, the process to be applied for the Application Partner is described in the IWR.
Case 3: the responsibility can not be established.
In that case the following process applies:
The Application Partner shall be contacted first by the Business Partner (responsible for the application, see figure in previous page) for an analysis of the problem.
The ALE International Business Partner will escalate the problem to the ALE International
Support Center only if the Application Partner has demonstrated with traces a problem on the ALE International side or if the Application Partner (not the Business Partner) needs the involvement of ALE International
In that case, the ALE International Business Partner must provide the reference of the Case Number on the Application Partner side. The Application Partner must provide to ALE International the results of its investigations, traces, etc, related to this Case Number.
ALE International reserves the right to close the case opened on his side if the investigations made on the Application Partner side are insufficient or do not exist.
Note: Known problems or remarks mentioned in the IWR will not be taken into account. For any issue reported by a Business Partner outside the scope of the IWR, ALE International offers the “On Demand Diagnostic” service where ALE International will provide 8 hours assistance against payment . IMPORTANT NOTE 1: The possibility to configure the Alcatel-Lucent Enterprise PBX with ACTIS quotation tool in order to interwork with an external application is not the guarantee of the availability and the support of the solution. The reference remains the existence of a valid InterWorking Report. Please check the availability of the Inter-Working Report on the AAPP (URL: https://www.al-enterprise.com/en/partners/aapp) or Enterprise Business Portal (Url: Enterprise Business Portal) web sites. IMPORTANT NOTE 2: Involvement of the ALE International Business Partner is mandatory, the access to the Alcatel-Lucent Enterprise platform (remote access, login/password) being the Business Partner responsibility.
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14.3 Escalation in all other cases
For non-certified AAPP applications, no valid InterWorking Report is available and the integrator is expected to troubleshoot the issue. If the ALE Business Partner finds out the reported issue is maybe due to one of the Alcatel-Lucent Enterprise solutions, the ALE Business Partner opens a ticket with ALE International Support and shares all trouble shooting information and conclusions that shows a need for ALE International to analyze. Access to technical support requires a valid ALE maintenance contract and the most recent maintenance software revision deployed on site. The resolution of those non-AAPP solutions cases is based on best effort and there is no commitment to fix or enhance the licensed Alcatel-Lucent Enterprise software. For information, for non-certified AAPP applications and if the ALE Business Partner is not able to find out the issues, ALE International offers an “On Demand Diagnostic” service where assistance will be provided for a fee.
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14.4 Technical support access
The ALE International Support Center is open 24 hours a day; 7 days a week:
e-Support from the Application Partner Web site (if registered Alcatel-Lucent Application
Partner): https://www.al-enterprise.com/en/partners/aapp
e-Support from the ALE International Business Partners Web site (if registered Alcatel-Lucent
Enterprise Business Partners): https://businessportal2.alcatel-lucent.com click under “Contact us”
the eService Request link
e-mail: Ebg_Global_Supportcenter@al-enterprise.com
Fax number: +33(0)3 69 20 85 85
Telephone numbers:
Alcatel-Lucent Business Partners Support Center for countries:
Country Supported language Toll free number
France
French
+800-00200100
Belgium
Luxembourg
Germany
German Austria
Switzerland
United Kingdom
English
Italy
Australia
Denmark
Ireland
Netherlands
South Africa
Norway
Poland
Sweden
Czech Republic
Estonia
Finland
Greece
Slovakia
Portugal
Spain Spanish
For other countries: English answer: + 1 650 385 2193 French answer: + 1 650 385 2196 German answer: + 1 650 385 2197 Spanish answer: + 1 650 385 2198
END OF DOCUMENT
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