ALE Application Partner Program Inter-Working Report · 8.21.4 Test procedure: Not record several lines ( inbound calls ) ... The certification does not verify the functional achievement

Alcatel-Lucent Application Partner Program – Inter-working report - Edition 1- page 1/139

Copyright © ALE International 2017

ALE Application Partner Program Inter-Working Report

Partner: ASC Technologies AG Application type: Voice Recording Systems

Application name: neo Suite Alcatel-Lucent Enterprise Platform:

OmniPCX Enterprise™

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.



Certification overview

Date of the certification 07/02 to 09/02/2017

ALE representative Bernard MAREC

AAPP member representative Christoph Wohlwender

Alcatel-Lucent Enterprise Communication Platform

OmniPCX Enterprise

Alcatel-Lucent Enterprise Communication Platform release

OXE 11.2.1 (l2.300.31.b) TSAPI R 7.1.2

AAPP member application release neo Suite 5.0 (5.0.0-36.6)

Application Category Voice recording

Author(s): Bernard MAREC Reviewer(s): Rachid HIMMI Revision History Edition 1: creation of the document – Feb 2017

Test results

Passed

Refused Postponed

Passed with restrictions

Refer to the section 6 for a summary of the test results.

IWR validity extension

None



AAPP Member Contact Information

Address ASC Technologies AG Seibelstrasse 2 – 4 D-63768 Hoesbach Germany

Telephone +49 6021 5001 – 0

Fax +49 6021 5001 – 310

E-Mail [email protected]

Web http://www.asc.de

mailto:[email protected]

http://www.asc.de/



TABLE OF CONTENTS

1 INTRODUCTION .................................................................................................................................................................... 8

2 VALIDITY OF THE INTERWORKING REPORT ........................................................................................................... 9

3 LIMITS OF THE TECHNICAL SUPPORT ...................................................................................................................... 10

3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS ......................................................................................................... 10

4 APPLICATION INFORMATION ...................................................................................................................................... 11

5 TEST ENVIRONMENT ........................................................................................................................................................ 13

5.1 HARDWARE CONFIGURATION ........................................................................................................................................... 14 5.2 SOFTWARE CONFIGURATION ............................................................................................................................................ 14

6 SUMMARY OF TEST RESULTS....................................................................................................................................... 15

6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED .................................................................................................................... 15 6.2 SUMMARY OF PROBLEMS ................................................................................................................................................. 16 6.3 SUMMARY OF LIMITATIONS .............................................................................................................................................. 16 6.4 NOTES, REMARKS ............................................................................................................................................................. 16

7 TEST RESULT TEMPLATE .............................................................................................................................................. 17

8 TESTS RESULTS FOR TDM DR LINK RECORDING .................................................................................................. 19

8.1 INBOUND CALLS ............................................................................................................................................................... 19 8.1.1 Test Objectives ........................................................................................................................................................ 19 8.1.2 Test Results .............................................................................................................................................................. 19 8.1.3 Test Results .............................................................................................................................................................. 19 8.1.4 Test Results .............................................................................................................................................................. 20

8.2 INTERNAL CALLS .............................................................................................................................................................. 21 8.2.1 Test Objectives ........................................................................................................................................................ 21 8.2.2 Test Results .............................................................................................................................................................. 21

8.3 OUTBOUND CALLS ........................................................................................................................................................... 22 8.3.1 Test Objectives ........................................................................................................................................................ 22 8.3.2 Test Results .............................................................................................................................................................. 22

8.4 TRANSFER OF AN INBOUND CALL – BLIND TRANSFER ...................................................................................................... 23 8.4.1 Test Objectives ........................................................................................................................................................ 23 8.4.2 Test Results .............................................................................................................................................................. 23

8.5 TRANSFER OF AN INBOUND CALL – SUPERVISED TRANSFER ............................................................................................ 24 8.5.1 Test Objectives ........................................................................................................................................................ 24 8.5.2 Test Results .............................................................................................................................................................. 24

8.6 TRANSFER OF AN OUTBOUND CALL – BLIND TRANSFER ................................................................................................... 25 8.6.1 Test Objectives ........................................................................................................................................................ 25 8.6.2 Test Results .............................................................................................................................................................. 25

8.7 TRANSFER OF AN OUTBOUND CALL – SUPERVISED TRANSFER ......................................................................................... 26 8.7.1 Test Objectives ........................................................................................................................................................ 26 8.7.2 Test Results .............................................................................................................................................................. 26

8.8 3 WAY INBOUND CONFERENCE CALL .............................................................................................................................. 27 8.8.1 Test Objectives ........................................................................................................................................................ 27 8.8.2 Test Results .............................................................................................................................................................. 27

8.9 3 WAY INBOUND CONFERENCE CALL – THE THIRD PARTY DROPS OUT FIRST .................................................................. 28 8.9.1 Test Objectives ........................................................................................................................................................ 28 8.9.2 Test Results .............................................................................................................................................................. 28

8.10 3 WAY INBOUND CONFERENCE CALL – THE CONFERENCER DROPS OUT FIRST & SECOND AGENT NOT RECORDED .......... 29 8.10.1 Test Objectives ........................................................................................................................................................ 29 8.10.2 Test Results .............................................................................................................................................................. 29

8.11 3 WAY OUTBOUND CONFERENCE CALL ........................................................................................................................... 30 8.11.1 Test Objectives ........................................................................................................................................................ 30 8.11.2 Test Results .............................................................................................................................................................. 30

8.12 3 WAY OUTBOUND CONFERENCE CALL – THE THIRD PARTY DROPS OUT FIRST ............................................................... 31 8.12.1 Test Objectives ........................................................................................................................................................ 31



8.12.2 Test Results .............................................................................................................................................................. 31 8.13 3 WAY OUTBOUND CONFERENCE CALL – THE CONFERENCER DROPS OUT FIRST & SECOND AGENT NOT RECORDED ....... 32

8.13.1 Test Objectives ........................................................................................................................................................ 32 8.13.2 Test Results .............................................................................................................................................................. 32

8.14 CONTACT CENTER : SUPERVISED CALLS : NORMAL LISTENING ........................................................................................ 33 8.14.1 Test Objectives ........................................................................................................................................................ 33 8.14.2 Test Results .............................................................................................................................................................. 33

8.15 CONTACT CENTER : SUPERVISED CALLS : RESTRICTED INTRUSION .................................................................................. 34 8.15.1 Test Objectives ........................................................................................................................................................ 34 8.15.2 Test Results .............................................................................................................................................................. 34

8.16 CONTACT CENTER : SUPERVISED CALLS : INTRUSION ...................................................................................................... 35 8.16.1 Test Objectives ........................................................................................................................................................ 35 8.16.2 Test Results .............................................................................................................................................................. 35

8.17 CONTACT CENTER : SUPERVISED CALLS : HELP ............................................................................................................... 36 8.17.1 Test Objectives ........................................................................................................................................................ 36 8.17.2 Test Results .............................................................................................................................................................. 36

8.18 CONTACT CENTER : INCOMING PRIVATE CALLS .............................................................................................................. 37 8.18.1 Test Objectives ........................................................................................................................................................ 37 8.18.2 Test Results .............................................................................................................................................................. 37

8.19 CONTACT CENTER : OUTGOING PRIVATE CALLS ............................................................................................................. 38 8.19.1 Test Objectives ........................................................................................................................................................ 38 8.19.2 Test Results .............................................................................................................................................................. 38

8.20 CONTACT CENTER : AGENT WELCOME GUIDE ................................................................................................................. 39 8.20.1 Test Objectives ........................................................................................................................................................ 39 8.20.2 Test Results : ........................................................................................................................................................... 39

8.21 BUSINESS SETS : MULTILINE SETS.................................................................................................................................... 40 8.21.1 Test Objectives ........................................................................................................................................................ 40 8.21.2 Test Results : Record lines with the same number .................................................................................................. 40 8.21.3 Test procedure: Record lines with several numbers................................................................................................ 41 8.21.4 Test procedure: Not record several lines ( inbound calls ) ..................................................................................... 42

8.22 BUSINESS SETS : MLA FEATURE – SECONDARY MLA SET ANSWERS .............................................................................. 43 8.22.1 Test Objectives ........................................................................................................................................................ 43 8.22.2 Test Results : ........................................................................................................................................................... 43

8.23 BUSINESS SETS : MLA FEATURE – SWAPPING BETWEEN 2 PRIMARY MLA LINES ............................................................ 44 8.23.1 Test Objectives ........................................................................................................................................................ 44 8.23.2 Test Results : ........................................................................................................................................................... 44

8.24 BUSINESS SETS : MLA FEATURE – SWAPPING BETWEEN PRIMARY AND SECONDARY MLA LINES .................................. 45 8.24.1 Test Objectives ........................................................................................................................................................ 45 8.24.2 Test Results : ........................................................................................................................................................... 45

8.25 BUSINESS SETS : SIP DEVICES .......................................................................................................................................... 46 8.25.1 Test Objectives ........................................................................................................................................................ 46 8.25.2 Test Results : ........................................................................................................................................................... 46

8.26 BUSINESS SETS : TANDEM ................................................................................................................................................ 47 8.26.1 Test Objectives ........................................................................................................................................................ 47 8.26.2 Test Results : Inbound call to Main set ................................................................................................................... 47 8.26.3 Test Results : Outbound call from the Main set ...................................................................................................... 47 8.26.4 Test Results : Inbound call to Secondary set ........................................................................................................... 48 8.26.5 Test Results : Outbound call from the Secondary set .............................................................................................. 48

8.27 BUSINESS SETS : REMOTE EXTENSION .............................................................................................................................. 50 8.27.1 Test Objectives ........................................................................................................................................................ 50 8.27.2 Test Results : Inbound call to a remote extension ................................................................................................... 50 8.27.3 Test Results : Outbound call from a remote extension ............................................................................................ 50

8.28 BEEP GENERATION – SINGLE BEEP .................................................................................................................................. 51 8.28.1 Test Objectives ........................................................................................................................................................ 51 8.28.2 Test Results : ........................................................................................................................................................... 51

8.29 BEEP GENERATION – SEVERAL BEEPS ............................................................................................................................. 51 8.29.1 Test Objectives ........................................................................................................................................................ 51 8.29.2 Test Results : ........................................................................................................................................................... 51

9 NETWORK TDM DR LINK RECORDING TESTS .......................................................................................................... 52

9.1 SIMPLE CALLS .................................................................................................................................................................. 53 9.1.1 Test Objectives ........................................................................................................................................................ 53 9.1.2 Test Results .............................................................................................................................................................. 53

9.2 TRANSFER OF AN INBOUND CALL FROM LOCAL TO REMOTE – BLIND TRANSFER ............................................................. 54



9.2.1 Test Objectives ........................................................................................................................................................ 54 9.2.2 Test Results .............................................................................................................................................................. 54

9.3 TRANSFER OF AN INBOUND CALL FROM REMOTE TO LOCAL – BLIND TRANSFER ............................................................. 55 9.3.1 Test Objectives ........................................................................................................................................................ 55 9.3.2 Test Results .............................................................................................................................................................. 55

9.4 TRANSFER OF AN INBOUND CALL BETWEEN 2 NODES – BLIND TRANSFER ........................................................................ 56 9.4.1 Test Objectives ........................................................................................................................................................ 56 9.4.2 Test Results .............................................................................................................................................................. 56

9.5 TRANSFER OF AN INBOUND CALL FROM LOCAL TO REMOTE – SUPERVISED TRANSFER ................................................... 57 9.5.1 Test Objectives ........................................................................................................................................................ 57 9.5.2 Test Results .............................................................................................................................................................. 57

9.6 TRANSFER OF AN INBOUND CALL FROM REMOTE TO LOCAL – SUPERVISED TRANSFER ................................................... 58 9.6.1 Test Objectives ........................................................................................................................................................ 58 9.6.2 Test Results .............................................................................................................................................................. 58

9.7 TRANSFER OF AN INBOUND CALL BETWEEN 2 NODES – SUPERVISED TRANSFER .............................................................. 59 9.7.1 Test Objectives ........................................................................................................................................................ 59 9.7.2 Test Results .............................................................................................................................................................. 59

9.8 TRANSFER OF AN OUTBOUND CALL FROM LOCAL TO REMOTE – BLIND TRANSFER .......................................................... 60 9.8.1 Test Objectives ........................................................................................................................................................ 60 9.8.2 Test Results .............................................................................................................................................................. 60

9.9 TRANSFER OF AN OUTBOUND CALL FROM REMOTE TO LOCAL – BLIND TRANSFER .......................................................... 61 9.9.1 Test Objectives ........................................................................................................................................................ 61 9.9.2 Test Results .............................................................................................................................................................. 61

9.10 TRANSFER OF AN OUTBOUND CALL BETWEEN 2 NODES – BLIND TRANSFER ..................................................................... 62 9.10.1 Test Objectives ........................................................................................................................................................ 62 9.10.2 Test Results .............................................................................................................................................................. 62

9.11 TRANSFER OF AN OUTBOUND CALL FROM LOCAL TO REMOTE – SUPERVISED TRANSFER ................................................ 63 9.11.1 Test Objectives ........................................................................................................................................................ 63 9.11.2 Test Results .............................................................................................................................................................. 63

9.12 TRANSFER OF AN OUTBOUND CALL FROM REMOTE TO LOCAL – SUPERVISED TRANSFER ................................................ 64 9.12.1 Test Objectives ........................................................................................................................................................ 64 9.12.2 Test Results .............................................................................................................................................................. 64

9.13 TRANSFER OF AN OUTBOUND CALL BETWEEN 2 NODES – SUPERVISED TRANSFER ........................................................... 65 9.13.1 Test Objectives ........................................................................................................................................................ 65 9.13.2 Test Results .............................................................................................................................................................. 65

9.14 3 WAY INBOUND CONFERENCE CALL – STARTING FROM LOCAL TO REMOTE ................................................................. 66 9.14.1 Test Objectives ........................................................................................................................................................ 66 9.14.2 Test Results .............................................................................................................................................................. 66

9.15 3 WAY INBOUND CONFERENCE CALL – STARTING FROM REMOTE TO LOCAL ................................................................. 67 9.15.1 Test Objectives ........................................................................................................................................................ 67 9.15.2 Test Results .............................................................................................................................................................. 67

9.16 3 WAY OUTBOUND CONFERENCE CALL – STARTING FROM LOCAL TO REMOTE ............................................................. 68 9.16.1 Test Objectives ........................................................................................................................................................ 68 9.16.2 Test Results .............................................................................................................................................................. 68

9.17 3 WAY OUTBOUND CONFERENCE CALL – STARTING FROM REMOTE TO LOCAL ............................................................. 69 9.17.1 Test Objectives ........................................................................................................................................................ 69 9.17.2 Test Results .............................................................................................................................................................. 69

10 RELIABILITY TESTS : DR-LINK .................................................................................................................................. 70

10.1 FAILURE TESTS ................................................................................................................................................................ 70 10.1.1 Test Environment ..................................................................................................................................................... 70 10.1.2 Objectives ................................................................................................................................................................ 71 10.1.3 Test Results : Not authorized recording .................................................................................................................. 71 10.1.4 Test Results : License not available ........................................................................................................................ 72 10.1.5 Test Results : Max Licenses reached ....................................................................................................................... 73

10.2 SWITCH FAILURE ............................................................................................................................................................. 74 10.2.1 Test Environment ..................................................................................................................................................... 74 10.2.2 Objectives ................................................................................................................................................................ 75 10.2.3 Test Results .............................................................................................................................................................. 75

10.3 CTI LINK FAILURE - OTS SERVICE FAILURE ................................................................................................................... 76 10.3.1 Test Environment ..................................................................................................................................................... 76 10.3.2 Objectives ................................................................................................................................................................ 77 10.3.3 Test Results .............................................................................................................................................................. 77

10.4 VRS : LINK FAILURE........................................................................................................................................................ 78



10.4.1 Test Environment ..................................................................................................................................................... 78 10.4.2 Objectives ................................................................................................................................................................ 79 10.4.3 Test Results .............................................................................................................................................................. 79

10.5 TDM LOGGER : LINK FAILURE ........................................................................................................................................ 80 10.5.1 Test Environment ..................................................................................................................................................... 80 10.5.2 Objectives ................................................................................................................................................................ 81 10.5.3 Test Results .............................................................................................................................................................. 81

10.6 REDUNDANCY TESTS : OXE IN SPATIAL REDUNDANCY ................................................................................................... 82 10.6.1 Test Environment ..................................................................................................................................................... 82 10.6.2 Objectives ................................................................................................................................................................ 83 10.6.3 Test Results .............................................................................................................................................................. 83

10.7 REDUNDANCY TESTS : TSAPI BACKUP........................................................................................................................... 85 10.7.1 Test Environment ..................................................................................................................................................... 85 10.7.2 Objectives ................................................................................................................................................................ 86 10.7.3 Test Results .............................................................................................................................................................. 86

10.8 UNDERSTANDING OF THE LOGS FILES ............................................................................................................................... 88 10.8.1 Test Objectives ........................................................................................................................................................ 88 10.8.2 Test Results .............................................................................................................................................................. 88

10.9 NOTIFICATIONS & ALARMS .............................................................................................................................................. 88 10.9.1 Test Objectives ........................................................................................................................................................ 88 10.9.2 Test Results .............................................................................................................................................................. 88

11 CTI PARAMETERS ......................................................................................................................................................... 89

12 APPENDIX A : AAPP MEMBER’S APPLICATION DESCRIPTION ...................................................................... 90

13 APPENDIX B: CONFIGURATION REQUIREMENTS OF THE AAPP MEMBER’S APPLICATION ............... 92

13.1 ASC SYSTEM CONFIGURATION ........................................................................................................................................ 92 13.1.1 START APPLICATION..................................................................................................................................................... 92 13.1.2 CONFIGURE RECORDING SOLUTION .............................................................................................................................. 93 13.1.3 CONFIGURE ASC PHONEAPP ........................................................................................................................................ 2

14 APPENDIX C: ALCATEL-LUCENT ENTERPRISE COMMUNICATION PLATFORM: CONFIGURATION

REQUIREMENTS .......................................................................................................................................................................... 3

14.1 CONFIGURATION FOR DR-LINK ......................................................................................................................................... 3 14.1.1 Licenses for DR-Link: ............................................................................................................................................... 3 14.1.2 PBX Configuration for DR-Link: .............................................................................................................................. 3

14.2 CONFIGURATION FOR IP DR-LINK ..................................................................................................................................... 5 14.2.1 CSTA parameters ...................................................................................................................................................... 5 14.2.2 Phone Facilities Categories parameter ..................................................................................................................... 6 14.2.3 Recording IP Logger ................................................................................................................................................. 6 14.2.4 Quality of service for IP recording parameter (IP / IP Domain) .............................................................................. 7 14.2.5 IP DR-Link licenses ................................................................................................................................................... 7

14.3 ADDITIONAL PARAMETER FOR DR-LINK & IP DR-LINK: ................................................................................................... 7

15 APPENDIX D: AAPP MEMBER’S ESCALATION PROCESS .................................................................................... 8

15.1 ASC WORLD HEADQUARTERS CONTACT DETAILS ............................................................................................................ 9 15.2 TECHNICAL SUPPORT CENTER ........................................................................................................................................... 9

16 APPENDIX E: AAPP PROGRAM .................................................................................................................................. 10

16.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP) ....................................................................................... 10 16.2 ENTERPRISE.ALCATEL-LUCENT.COM ............................................................................................................................... 11

17 APPENDIX F: AAPP ESCALATION PROCESS ......................................................................................................... 12

17.1 INTRODUCTION ................................................................................................................................................................ 12 17.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ........................................................................................... 13 17.3 ESCALATION IN ALL OTHER CASES ................................................................................................................................... 13 17.4 TECHNICAL SUPPORT ACCESS .......................................................................................................................................... 15



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. The scope of the tests is the interoperability of the application with the Alcatel-Lucent Communication Platform. It covers a basic or complex inter-working to ensure that services requested by the application and provided by the Communication Platform (and/or conversely) are properly completed. These tests do not verify the functional achievement of the application as well as they do not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.

These tests do not verify the functional achievement of the application as well as they do not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.

The first installations are used to complete those tests performed in labs with real customer conditions (Beta Test process) The Application Partner is invited to inform Alcatel-Lucent about the results of those fist installations.

Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to ongoing 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://applicationpartner.alcatel-lucent.com) with free access.

Interworking Certification labels: “Sampling” calls can fit with Quality Management in Contact Center, to record some calls. Installation, error handling and traces are checked for the Alcatel-Lucent interface. In addition to the previous requirements, “Total” means the capability to record all types of calls, for all types of telephone devices, for Contact Center and Business environments and using all CSTA data. Each of those recording levels can run for the different types of connection. The Alcatel-Lucent Dedicated Recording Link can be used for a “Stand alone” site only or for “Networked” in distributed multi-site environment. 2. In addition to the “Sampling” capabilities, “Total” means the call types, for all telephone devices, within both Contact Center and Business environments, and using all CSTA data.

https://businessportal.alcatel-lucent.com/

https://applicationpartner.alcatel-lucent.com/



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 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: The InterWorking report becomes automatically obsolete when the mentioned product releases are end of life.



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 analyzed by the AAPP member before being escalated to ALE. 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 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 will consider that situation as to that where no IWR exists. ALE will handle this situation accordingly (for more details, please refer to Appendix F “AAPP Escalation Process”).



4 Application information Application family : Voice Recording System Application commercial name: ASC neo Suite Application version: 5.0 (5.0.0-36.6) Interface type: TSAPI Premium Server Interface version (if relevant): 7.1.2

Voice logger Features available Features Features tested in this

from the recorder side supported by ALE report

Extension side recording Yes No

Trunk side recording Yes No

DR-Link recording :

- Static mode in DR-Link * No No

- Dynamic mode in DR-Link * Yes Yes

IP DR-Link recording :

- Static mode in IP DR-link * No No

- Dynamic mode in IP DR-Link * Yes No

Remote DR-Link recording * No Yes

IP DR-link Network recording * Yes No

Mixed recording * Yes No

IP sniffing No No

Free seating Yes Yes

Selective recording Yes Yes

CCD calls Yes Yes

Business calls Yes Yes



Definitions :

Static Mode : The Voice Recording System sends a unique start recording request to the OmniPCXEnterprise for each recorded user at the CSTA connection.

Dynamic Mode : The Voice Recording System sends a start recording request to the OmniPCXEnterprise for each conversation of each recorded user.

TDM DR Link Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. The Voice TDM logger is connected to PCM2 board on Alcatel-Lucent OmniPCX Enterprise.

Remote TDM DR Link Recording : The OmniPCX Enterprise(s) are connected with ABC-F link to central OmniPCX Enterprise. The Active TDM logger is connected to the central node.

IP DR-Link Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. The VoIP-logger is connected directly to Network of the handsets.

IP DR-Link Network Recording : The OmniPCX Enterprise(s) are connected with ABC-F link to central OmniPCX Enterprise. The VoIP-logger is connected directly to the central node.

Mixed Recording ( Recording between TDM & IP sets ) : selection of the used voice logger ( DR-link logger or IP DR-link logger )

Trunk Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. This method tests Total recording in the Voice Recording Server. The Voice logger is connected on Alcatel OXE with E1, T2 or T0 trunk.

Extension Side Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. This method tests Total recording. Loggers record directly from extensions and are configured to receive direct parallel inputs to the extensions.



5 Test environment

Tests Configuration :

WAN

172.27.144.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

VRS

VoIP Logger

TDM Logger

Call Server 1

( Active )

TSAPI Server

TSAPI

172.27.145.X

Mask : 255.255.255.0

Call Server 2

( Stand By )

TSAPI

BACKUP



5.1 Hardware configuration

List main hardware equipments used for testing

OmniPCX Entreprise: Appliance servers, T2 and PCM interfaces, UA and Z interfaces, IP phones, Digital & analog sets o CS (Call Server Processing Unit) o GD o GA o PCM2 ( MG IVR-Z30 ) o PRA T2 (ISDN Access) o MIX 2/4/4 (Digital & analog interfaces) o UA digital and analog sets o IP Phones

Phones sets : o Agents ( TDM sets ) in principal node : A, B, C o Agents ( IP Phones sets ) in principal node : V1, V2, V3 o Business sets in principal node : M, N o Agents ( TDM sets ) in remote node : RA, RB, RC o Agents ( IP Phones sets ) in remote node : RV1, RV2, RV3

VRS interface:

5.2 Software configuration

List main softwares used for testing

Alcatel Communication Platform: OmniPCX Enterprise R11.2.1 l2.300

TSAPI Premium Server : 7.1.2

Server on which TSAPI is installed : Windows Server 2008 R2 Enterprise (64 bit)

Partner Application : ASC neo suite - 5.0 (5.0.0-36.6)



6 Summary of test results

6.1 Summary of main functions supported

Features

DR

Lin

k

Record

ing

Netw

ork

ing

DR

Lin

k

Record

ing

Sam

plin

g

Tota

l

Comments

Basic calls:

Inbound calls OK OK

Outbound Calls OK OK

Internal calls OK OK

Transfer OK OK Fix applied for network

3 Way Conference Call OK OK

Contact Center :

Supervised Calls OK

Private incoming calls OK

Private outgoing calls OK Fix applied

Agent Welcome Guide OK

Free seating OK

Business sets :

Multi lines set OK Fix applied

MLA sets OK

SIP devices OK

Tandem OK

Remote Extension OK

Beep generation NAP Not applicable

Reliability

Basic failure OK Record but no voice

OXE failure ON Fix applied

CTI link failure (TSAPI Server) OK

CTI link failure (ASC recorder) OK

PCM link failure (ASC recorder) OK

Redundancy Tests

Spatial redundancy of the OXE OK OK

TSAPI backup OK OK

Passive Call Server NAP NAP Not applicable



6.2 Summary of problems Following Problem (see detail in the chapter) have been corrected by a fix during the certification period. A new version will be provided by ASC including those fixes.

Beginning with version 5.0.0-44.1, all following version will contain the improvements detailed below.

Contact Center: Outgoing Private Calls

Fix applied

Business Sets: Multiline sets Fix applied (linked to wrong “Direction” info)

Network TDM DR Link => Transfer

Fix applied

Reliability tests : Switch failure Fix applied (ASC recorder not reconnected after the OXE reboot)

6.3 Summary of limitations

Beep Generation Passice Call Server

6.4 Notes, remarks

Business Sets: SIP devices Set type 8001 used during the test

Reliability tests : Failure Tests

A record is present but without audio No alarm. The error is in the logs



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 ALE International 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.



Cabling for DR-Link between the OXE and the ASC Voice Recorder Machine

Rx 1

2

Tx 4

5

OXE ASC Voice Recorder

IP Link

1

2



8 Tests Results for TDM DR Link Recording

8.1 Inbound calls

8.1.1 Test Objectives

This test checks that VRS is able to record inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.1.2 Test Results

Test Case


1

Inbound call

Make a PSTN inbound (228286001) call to Agent 3400

3400 answers the call and speaks for at least 10 seconds before hanging-up.

Audio OK

2

New inbound call

Make an inbound call to Agent B ( call is routed through pilot distribution ).

A answers the call and speaks for at least 10 seconds before hanging-up.

Audio OK

3

Check the records in the VRS

In the VRS application, check the records

Rec OK

Note: Test Case Id 1

Participant View Section Duration Participant Phone Number Call Direction Conversation Direction

00:00:25 3400 Incoming Inbound 00:00:25 228286001 Outgoing Inbound Conversation View

Duration Conversation direction Calling Party Phone Number Called Party Pbx Agent Id

Caller Party Phone Number

00:00:25 Inbound 228286001 3400 3400

The ringing phase is included in the duration of the recording. Rec duration = Ringing duration + Conv duration. Test Case Id 2

Participant Phone Number Call Direction Conversation Direction 228286001 Outgoing Inbound

3100 Incoming Inbound 3400 Incoming Inbound

8.1.3 Test Results

Ringing

Phase

R

C

00 :00 :25

00 :00 :20 00 :00 :05



Test Case


1

Inbound call

Make a PSTN inbound (228286001) call to IP Touch 8068 (DR-Link mode)

IP Touch answers the call and speaks for at least 10 seconds before hanging-up.

Audio OK

2



Rec OK

8.1.4 Test Results

Test Case


1

Inbound call

Make a PSTN inbound (228286001) call SIP Phone (tyoe 8082)

SIP Phone answers the call and speaks for at least 10 seconds before hanging-up.

Audio OK

2



Rec OK

Note:

SIP Phone is recorder in DR-Link mode.



8.2 Internal calls


This test checks that VRS is able to record internal calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.2.2 Test Results

Test Case


1

Internal call

Make an internal call from Agent 3400 to Agent 3401

Agent 3401 answers the call and speaks for at least 10 seconds before hanging-up.

1 Rec Audio OK

2

New internal call

Make an internal call from Agent 3400 to Agent 3401 ( call is routed through pilot 3100 distribution ).

Agent 3401 answers the call and speaks for at least 10 seconds before hanging-up.

3



Audio OK

Note: Test Case Id 1:

Participant View Participant Phone Number Call Direction Conversation Direction

3400 Outgoing Internal 3401 Incoming Internal

Conversation View

Duration Conversation direction Calling Party Phone Number Called Party Pbx Agent Id

Caller Party Phone Number

00:00:19 Internal 3400 3401 3401 Test Case Id 2:

Conversation View Duration Conversation direction Calling Party Phone Number Called Party Pbx

Agent Id Caller Party

Phone Number 00:00:22 Outbound 3400 3401 3401

This is an internal call to a

CCD pilot (3100) but due to

the hybrid link (necessary to

call internally a pilot) the call

is identified as Outbound.

?



8.3 Outbound calls


This test checks that VRS is able to record outbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.3.2 Test Results

Test Case


1

Outbound call

Make a PSTN outbound call from Agent A

The external party answers the call and speaks for at least 10 seconds before hanging-up.

1 Rec (conversation)

2



Audio OK



8.4 Transfer of an inbound call – Blind Transfer


This test checks that VRS is able to record blind transferred calls for inbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.4.2 Test Results

Test Case


1

Inbound call

Make an inbound call to Agent A

Agent A answers the call and speaks for at least 10 seconds.

2

Enquiry and transfer

Agent A makes an internal call to Agent B ( the inbound call is automatically put on hold )

Agent A transfers the inbound held call to Agent B

3

Transferred call

Agent B answers the call and speaks for at least 10 seconds before hanging-up

4



Audio OK

Note: If the “Data Start” has no time, that means there is no audio for this part, by configuration (ASC neo suite recorder), all the record (for which Data Start is empty) can be automatically deleted from database.

Recording Planner (compliance \ new profil) Parameter: keep recording when stream is recognized



8.5 Transfer of an inbound call – Supervised Transfer


This test checks that VRS is able to record supervised transferred calls for inbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.5.2 Test Results

Test Case


1

Inbound call



Rec 1

2

Enquiry call


Agent A and Agent B are in conversation

Rec 1 (Hold) Rec 2 started

3

Transfer


Rec 2 stopped

4

Transferred call

Agent B and the external party speak at least during 10 seconds before hanging-up

Rec 1

5



Audio OK 2 Recs (conversation)

Note: Start Time Data Start End Time Calling Called Direction 02:34:33 02:34:34 02:35:29 228286001 3400 Inbound 02:34:49 02:34:50 02:35:03 3400 3401 Internal

R C H C

C

R

02 :34 :34 02 :34 :349 02 :35 :03 02 :35 :29



8.6 Transfer of an outbound call – Blind Transfer


This test checks that VRS is able to record blind transferred calls for outbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.6.2 Test Results

Test Case


1 Outbound call

Make an outbound call from Agent A

The external party answers the call and speaks for at least 10 seconds.

2

Enquiry and transfer

Agent A makes an internal call to Agent B ( the outbound call is automatically put on hold )

Agent A transfers the outbound held call to Agent B

3

Transferred call


4



Audio OK

Note:

R C H C

R



8.7 Transfer of an outbound call – Supervised Transfer


This test checks that VRS is able to record supervised transferred calls for outbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.7.2 Test Results

Test Case


1

Outbound call



2

Enquiry call



3

Transfer


4

Transferred call

Agent B and the external party speak at least during 10 seconds before hanging-up

5



Recs, Audio OK



8.8 3 Way Inbound Conference Call


This test checks that VRS is able to record conference calls for inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.8.2 Test Results

Test Case


1

Inbound call

Make an inbound call to Agent 3400


2

Enquiry call

Agent 3400 makes an internal call to Agent 3401 ( the inbound call is automatically put on hold )

Agent 3400 and Agent 3401 are in conversation

3

Conference

Agent 3400 conferences the inbound held call with Agent 3401

4

Conferenced call

Agent 3400 & 3401 and the external party speak at least during 10 seconds

5

The conferencer drops out

Agent 3400 hangs up

Agent 3401 and the external party speak at least during 10 seconds before hanging up

6



2 Recs (conversation) Audio OK

Note:

MODIF MANAGEMENT

Keep recording when stream is recognized

Keep/Delete Recording Control conversation



8.9 3 Way Inbound Conference Call – The third party drops out first



8.9.2 Test Results

Test Case


1

Inbound call



2

Enquiry call



3

Conference

Agent A conferences the inbound held call with Agent B

4

Conferenced call

Agent A & B and the external party speak at least during 10 seconds

5

The third party drops out

Agent B hangs up

Agent A and the external party speak at least during 10 seconds before hanging up

6



Recs, Audio OK



8.10 3 Way Inbound Conference Call – The conferencer drops out first & second agent not recorded



8.10.2 Test Results

Test Case


1 Agent B not monitored

Check that the agent B is not monitored

2

Inbound call



3

Enquiry call



4

Conference

Agent A conferences the inbound held call with Agent B

5

Conferenced call


6


Agent A hangs up

Agent B and the external party speak at least during 10 seconds before hanging up

7



Recs, Audio OK



8.11 3 Way Outbound Conference Call


This test checks that VRS is able to record conference calls for outbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.11.2 Test Results

Test Case


1

Outbound call



2

Enquiry call



3

Conference

Agent A conferences the outbound held call with Agent B

4

Conferenced call


5


Agent A hangs up


6



Recs, Audio OK (with Modif as Inbound conference call)



8.12 3 Way Outbound Conference Call – The third party drops out first



8.12.2 Test Results

Test Case


1

Outbound call

Make an outbound call to Agent A


2

Enquiry call



3

Conference


4

Conferenced call


5

The third party drops out

Agent B hangs up

Agent A and the external party speak at least during 10 seconds before hanging up

6



Recs, Audio OK



8.13 3 Way Outbound Conference Call – The conferencer drops out first & second agent not recorded



8.13.2 Test Results

Test Case


1 Agent B not monitored

Check that the agent B is not monitored

2

Outbound call

Make an outbound call to Agent A


3

Enquiry call



4

Conference


5

Conferenced call


6


Agent A hangs up


7



Recs, Audio OK



8.14 Contact Center : Supervised Calls : normal listening General remark regarding the supervised calls : The supervisor can use ACD listening in permanently or dynamically ways. The following supervision scenarios are examined :

Normal listening ( the supervisor listens the conversation between the agent and the “customer” )

Restricted Intrusion ( the supervisor can speak to the agent but the “customer” doesn’t hear the supervisor )

Intrusion ( the supervisor, the agent & the “customer” are in conference )

Help of Supervisor ( the agent asks help to the supervisor )

Specific configuration on the PBX :

Create an agent with supervisor function : o User/ACD station = Supervisor o User/Prog keys --> key Number ( 1 for instance ) / function = ACD listening

Affect the agent to a processing group : o Application/CCD/Operators /Operators data management/attaching list ---> Affect the agent to the

processing group number.

Log on the supervisor agent on a Pro-ACD set . The « supervision » tests can be done.


This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

8.14.2 Test Results

Test Case


1 Normal listening

A supervisor 3410 makes normal listening on Agent 3400 in permanent mode.

2

Inbound call

Make an inbound call (228286001) to Agent 3400 ( call is routed through a distribution pilot 3100 ).

Agent 3400 answers the call

Agent 3400 and the external caller speak during at least 10 second before hanging up

3

Check the Agent’s record in the VRS


1 Rec (conversation)

Note:

Supervisor 3410 => Normal listening

Participant View: 3410 Supervisor 228286001 External Party 3400 Agent 3100 Pilot



8.15 Contact Center : Supervised Calls : restricted intrusion



8.15.2 Test Results

Test Case


1

Inbound call

Make an inbound call to Agent A ( call is routed through a distribution pilot ).

Agent A answers the call

Agent A and the external caller speak during at least 10 second

2 Restricted intrusion

A supervisor makes restricted intrusion on the agent A during the conversation

3 End of Agent’s call

The Agent A releases the call

4



1 Rec (conversation) Audio OK



8.16 Contact Center : Supervised Calls : intrusion



8.16.2 Test Results

Test Case


1

Inbound call




2 Intrusion

A supervisor makes intrusion on the agent A during the conversation



4




Note:

Step 3 => Extarnal Party releases the call first

Step 3 => Agent releases the call first

R

C C

Ext Party

hangs up

Supervisor

intrusion

Agent +

Supervisor

R

C C

Agent

hangs up

Supervisor

intrusion

Ext Party +

Supervisor

C



8.17 Contact Center : Supervised Calls : help



8.17.2 Test Results

Test Case


1

Inbound call




2 Help

The agent presses “help”

3

Restrictive intrusion of the supervisor

The supervisor makes now a restrictive intrusion during the conversation of the agent A



5




Note:

R

C C C

Help

(rectrictive)

Agent

hangs up

Rec 3400

Rec 3410



8.18 Contact Center : Incoming Private Calls


This test checks that VRS is able to selectively not record incoming private calls.

Note: To manage private incoming calls, set the parameter: Application / CCD / CCD users / agent xxxx / Private agent number

8.18.2 Test Results

Test Case


1

Inbound call

Make an inbound cal (228286001) l to the private Agent’s extension 3022.

Agent 3400 answers the call

Agent 3400 and the external caller speak during at least 10 second

3022 is the private number for agent 3400

2


In the VRS application, check there is no record


Note: 1 Rec (conversation)

Calling Called 1st connected Phone Number

228286001 3022 3400 3 Recs (Participants view) 3022 3400 228286001



8.19 Contact Center : Outgoing Private Calls The aim of these test is to not record private calls from the agent. To manage private outgoing calls, set the parameters: Application / CCD / Processing Group / Outgoing ACD call = False Note : in withdraw state, the agent makes automatically outgoing private call when he makes outbound calls. Note : The “AGENT BUSY” CSTA event ( after the ESTABLISHED event ) is not present for a private outgoing call


This test checks that VRS is able to selectively not record outgoing private calls.

8.19.2 Test Results

Test Case


1 Agent’s state

Check that the agent A is in idle state

2

Outbound call

Make an outbound call from the Agent A

The external party answers the call


3



FIX

Note: After applying a fix on the neo Suite voice recorder => Rec, Audio OK

Able to record the Outgoing CCD call

Create a rule to not record the Outgoing private call

Config on the neo Suite voice recorder:

Create a rule



8.20 Contact Center : Agent Welcome guide


This test is intended to see the behaviour of the Voice Recording System when there is an inbound call to an agent ( from a pilot distribution ) which has an agent welcome guide. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call. The management of an Agent Welcome Guide is below:

1- Management of this voice guide : a. Under mgr--> System --> Dynamic voice guides --> Assignment : Create

Sub-message number = 4500 ( 4500 is the first sub-message number used for the agent welcome guide )

ACT-Coupler : Address of one GD board in common hardware ( GPA2 board in crystal hardware )

b. Assign this voice guide to the agent :

Mgr --> Applications --> CCD ---> Operators ---> For the agent : a. Presentation mess. Nb = 4500 b. Presentation mess. File Nb = 1

2- With the phone set of the agent :

a. Login the agent b. Press the “welcome guide” button c. Record the welcome guide d. Download this recorded welcome guide e. Activate this welcome guide

8.20.2 Test Results :

Test Case Id

Test Case N/A OK NOK Comment

1

Management of an agent presentation guide

Login the agent A on the proacd P1

Make an inbound call to the agent A ( from a pilot distribution )

Logout the agent A

2

Inbound call

Make an inbound call to the agent A ( from a pilot distribution )

The agent A answers the inbound call

The agent A & the external party speak for at least 10 seconds before hanging up.

3

Check the record in the VRS

In the VRS application, check the record


Note:

R H C

Call is piut on hold

during the

Presentation guide



8.21 Business Sets : Multiline sets


This test checks that VRS is able to record several calls on the same set. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call. Note: Several scenarios are possible according to the type of multi-line configuration:

* The multi line set has several lines on the same number

* The multi line set has several lines with several numbers

8.21.2 Test Results : Record lines with the same number

Test Case


1

Several lines with the same number

Create 2 multiline keys with the same number ( the number = the phone set M )

2

Inbound call : 1st

call

Make an inbound call to the 1st multiline key

M answers the call

M and the external caller speak during at least 10 seconds

Rec 1

3

New Inbound call : 2nd

call

Make an inbound call to the 2nd

multiline key

M puts on Hold the 1st call

M answers the 2nd

call


M hangs up the 2nd

call

Rec 2

4

Retrieve the 1st

call

M retrieves the 1st call on the 1

st multiline key

M and the external party speak during at least 10 seconds

M hangs up the call

Rec 1

5




Note:

FIX provided => new test => OK Rec 1 => INBOUND

Rec 2 => INBOUND

R H C C

C

Direction

INBOUND

Direction

INTERNAL

Rec 1

Rec 2



8.21.3 Test procedure: Record lines with several numbers

Test Case


1

Several lines with several numbers

Create 2 multiline keys with 2 numbers (numbers are different from the phone set number)

2

Inbound call : 1st

call


M answers the call


Rec 1

3

Outbound call : 2nd

call

M puts on Hold the 1st call

Make an outbound call from the 2nd

multiline key

The external caller answers the call


M hangs up the 2nd

call

Rec 2

4

Retrieve the 1st

call


st multiline key


M hangs up the call

Rec 1

5



Audio OK



8.21.4 Test procedure: Not record several lines ( inbound calls )

Test Case


1

Several lines with several numbers

Create 2 multiline keys with 2 numbers (numbers are different from the phone set number)

3123 and 3124

2

Rule to not record these lines

Create a rule in the VRS to not record these 2 numbers

Config a black list (called party: 3123, 3124)

3

Inbound call : 1st

call


M answers the call


4

Inbound call : 2nd

call

Make an inbound call to the 2nd

multiline key

M answers the call


M hangs up the 2nd

call

5

Retrieve the 1st

call


st multiline key


M hangs up the call

6



No R

No Rec due to the

black list

configured



8.22 Business Sets : MLA Feature – secondary MLA set answers


This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Note : A business set must have a multiline key before the creation of a MLA key


Test Case


1

Primary MLA key on set M

Create a Primary MLA key ( with Number 1 ) on the phone set M

2

Secondary MLA key on set N

Create a Secondary MLA key ( with Number 1 ) on the phone set N

3

Inbound call

Make an inbound call to the MLA number 1

N answers the call on the Secondary MLA key ( Number 1 )

N and the external caller speak during at least 10 seconds

4 On hold

N puts on Hold the 1st call

5

Retrieve the call on set M

M retrieves the call on the Primary MLA key ( number 1 )


M hangs up the call

6



Recs, Audio OK

Set M Set N

Primary MLA key

Number 1

Secondary MLA key

Number 1



8.23 Business Sets : MLA Feature – swapping between 2 Primary MLA lines


This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call


Test Case


1




2

Inbound call


M answers the call on the Primary MLA key ( Number 1 )


3

New Inbound call


M puts on hold the 1st call

M answers the 2nd

call on the Primary MLA key ( Number 2 )


M hangs up

4

Retrieve the 1st

call

M retrieves the call on the Primary MLA key ( Number 1 )


M hangs up the call

5



Recs, Audio OK



8.24 Business Sets : MLA Feature – swapping between Primary and Secondary MLA lines


This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call


Test Case Id


1



2

MLA key on set N

Create a Secondary MLA key ( with Number 1 ) on the phone set N

Create a Primary MLA key ( with Number 2 ) on the phone set N

3

Inbound call


N answers the call on the Secondary MLA key ( Number 1 )


3

New Inbound call


N puts on hold the 1st call

N answers the 2nd

call on the Primary MLA key ( Number 2 )


N hangs up

4

Retrieve the 1st

call

N retrieves the call on the Primary MLA key ( Number 1 )

N and the external party speak during at least 10 seconds

N hangs up the call

5



Recs, Audio OK

Primary MLA key

Number 2

Secondary MLA key

Number 1

Primary MLA key

Number 1

Set M

Set N



8.25 Business Sets : SIP devices


This test checks that VRS is able to record calls with SIP devices. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call For the management, in mgr :

1- Creation of a SIP Trunk Group with the following information : a. In Trunk Group :

i. Trunk Group Id : from 1 to 1999 ii. Trunk Group Type : T2 iii. Remote Network : ABC network dedicated to the SIP phone iv. Q931 signal variant : ABC-F v. Number Of Digits To Send : 0 vi. T2 Specificity : SIP

b. In Trunk Group / Trunk Group : i. IP compression type : G 711 or default ii. B Channel Choice : YES

c. In Trunk Group / Trunk Group/ Virtual access for SIP i. Number of SIP Acces : 2

2- Modification of the internal SIP Gateway

In SIP / SIP Gateway : i. Subnetwork number : The same ABC network dedicated to the SIP phone ii. Trunk Group : The SIP Trunk Group Number created iii. IP address : IP address of the OXE iv. Machin name : node name or CPU name

3- Users : create a user as “SIP extension” user


Test Case Id


1 Management of a SIP device

Create a SIP device in the OXE Phone set type: 8001

2

Internal call

Make an internal call from the SIP device to one user M

M answers the call

M and the SIP device speak at least for 10 seconds before hanging up.

1 Rec Audio OK (Direction INTERNAL)

3

Inbound call

Make an inbound call to the SIP device

The SIP device answers the inbound call

The SIP device and the external caller speak during at least 10 seconds before hanging up

1 Rec Audio OK (Direction INBOUND)

3

Outbound call

Make an outbound call from the SIP device

The external party answers the inbound call

The SIP device and the external caller speak during at least 10 seconds before hanging up

1 Rec Audio OK (Direction OUTBOUND)

5





8.26 Business Sets : Tandem


This test checks that VRS is able to record calls with business sets in tandem. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Management of the tandem :

1. In the Main & secondary sets, create multiline keys 2. For the Main set, mgr --> users :

a. “Tandem directory Number” = number of the secondary tandem user b. “Main set in the tandem” = YES

8.26.2 Test Results : Inbound call to Main set

Test Case


1

Management of the tandem

Create Multiline keys on the main & the secondary tandem user

Manage the tandem

2

Inbound call

Make an inbound call to the tandem number

The main set answers the call

The main set and the external caller speak during at least 10 seconds before hanging up

3



1 Rec Audio OK

Note: Direction Called 1

st connected

INBOUND 3000 3000

8.26.3 Test Results : Outbound call from the Main set

Test Case


1



Manage the tandem

2

Outbound call

Make an outbound call from the main set


The main set and the external caller speak during at least 10 seconds before hanging up

3



1 Rec Audio OK

Note: Direction Called OUTBOUND 3000

MAIN Set SECONDARY Set

3000 3001



8.26.4 Test Results : Inbound call to Secondary set

Test Case


1



Manage the tandem

2

Inbound call

Make an inbound call to the tandem number

The secondary set answers the call

The secondary set and the external caller speak during at least 10 seconds before hanging up

3



1 Rec Audio OK

Note: Direction Called 1

st connected

INBOUND 3000 3001

8.26.5 Test Results : Outbound call from the Secondary set

Test Case


1



Manage the tandem

2

Outbound call

Make an outbound call from the secondary set


The secondary set and the external caller speak during at least 10 seconds before hanging up

3



1 Rec Audio OK

Note: Start time Data Start End Time 10:11:29 10:11:30

Direction Calling Called INBOUND 3001 228286001 Remark : For this test, the CSTA OXE provides the Calling Device ID in the “Originated” Event ( and not in the “Established” event ). So to realize this test, the voice recorder system has to :

1- In the “Established” event, take the Calling Device : Device ID : X 2- In the “Originated” event :

R C C

empty

empty



if the ( Calling Device : Device ID : Y ) ≠ ( Calling Device : Device ID : X ) then the voice recorder has to send the request “start listening ( Device_ID = Y )”



8.27 Business Sets : Remote extension


This test checks that VRS is able to record calls with remote extension. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call A remote extension is associated to an external caller, which can be a mobile, an analog set… The management of the remote extension is not explained in this document, as the management is complex ( in particular for the outbound calls from the remote extension ) In mgr, a remote extension user has the type “remote extension”

8.27.2 Test Results : Inbound call to a remote extension

Test Case


1

Management of the remote extension

Create a remote extension user

Create a Z Ghost user remote extension

2

Inbound call

Make an inbound call to the remote extension

The external called number associated to the remote extension answers the call

The external called and the external caller speak during at least 10 seconds before hanging up

3



OK

8.27.3 Test Results : Outbound call from a remote extension

Test Case


1

Management of the remote extension

Create a remote extension user

Create a Z Ghost user remote extension

Create an abbreviated number

Create a Prefix Disa Remote Extension

Modify the Trunk Group for the DISA

2

Outbound call

Make an outbound call from the external caller number associated to the remote set ( so make a call to the DISA prefix and after make an outbound call )

The external called answers the call

The external called and the external caller speak during at least 10 seconds before hanging up

3



OK



8.28 Beep Generation – Single Beep


This test checks that VRS supports the generation of a single beep. ASC: Not available


Test Case Id


1 Creation of a single beep

Manage a single beep in the VRS

2 Call

Make a call including a recorded device

3 Beep generation

Send a single beep

4



8.29 Beep Generation – Several Beeps


This test checks that VRS supports the generation of several beeps.


Test Case Id


1 Creation of the generation of several beeps

Manage the generation of several beeps in the VRS

2 Call

Make a call including a recorded device

3 Beeps generation

Send several beeps

4



FEATURE NOT

AVAILABLE



9 Network TDM DR Link Recording Tests The following test cases intend to record calls from remote Alcatel-Lucent OmniPCX Enterprise through DR Link trunk. These tests will include 1 Local OmniPCX Enterprise ( OXE1 ) and 1 Remote OmniPCX Enterprise ( OXE2).

neo Suite

Voice recorder

(link1)

(link2)

TSAPI Server machine

Node 2

ABC-F link

(network)

Node 1

P

C

M

IP Link

Shelf : 1

Board : 2

Instance 1 (link1)

Instance 2 (link2)

neo Suite

Voice Recorder

(link1)

(link2)

startListening request :

device 3000 -> Node 1

device 6000 -> Node 2

startListening

3000

1

2

1

startListening

6000

129

2

1

As the PCM board is located on the Node 1, the startListening for a device on Node 2 will use a shelf

number equal to 128 + shelf number of the board on the Node 1 (here is 128 + 1).

Config OXE: mgr

Applications\CSTA

Recording Centralized Node: NO

Associate Recording Node: 1

Config OXE: mgr

Applications\CSTA

Recording Centralized Node: YES

Associate Recording Node: -1



9.1 Simple calls


This test checks that VRS is able to record simple calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

9.1.2 Test Results

Test Case


1

Network call : OXE1 --> OXE2

Make a call from Agent A to Remote Agent RA

Remote Agent RA answers the call and speaks for at least 10 seconds before hanging-up.

2 Recs Audio OK

2

Network call : OXE2 --> OXE1

Make a call from Remote Agent RA to local Agent A

Agent A answers the call and speaks for at least 10 seconds before hanging-up.

2 Recs Audio OK

3





9.2 Transfer of an inbound call from Local to Remote – Blind transfer


This test checks that VRS is able to record transfer inbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

9.2.2 Test Results

Test Case


1

Inbound call to local node


Agent 3400 answers the call and speaks for at least 10 seconds

2

Enquiry and transfer to remote node

Agent 3400 makes a network call to Remote Agent 6400 ( the inbound call is automatically put on hold )

Agent 3400 transfers the inbound held call to Remote Agent 6400

3 Transferred call

Remote Agent 6400 answers the call and speaks for at least 10 seconds

4

Enquiry and internal transfer

Remote Agent 6400 makes an internal call to Remote Agent 6401 ( the inbound call is automatically put on hold )

Remote Agent 6400 transfers the inbound held call to Remote Agent 6401

5

Transferred call

Remote Agent 6401 answers the call and speaks for at least 10 seconds before hanging-up

6



2 Recs pb Audio => Step 5 FIX

Note: 1 Rec => 3400 1 Rec => 6400

R

C H

R

C H

R

C

Blind transfer

3400 to 6400

Ext - 3400

Ext - 6400 Blind transfer

6400 to 6401

Empty Fix

Provided

R

C



9.3 Transfer of an inbound call from Remote to Local – Blind transfer



9.3.2 Test Results

Test Case


1

Inbound call to remote node

Make an inbound call to Remote Agent A

Remote Agent A answers the call and speaks for at least 10 seconds

Rec 1

2

Enquiry and transfer to local node

Remote Agent A makes a network call to Agent A ( the inbound call is automatically put on hold )

Remote Agent A transfers the inbound held call to Agent A

3

Transferred call

Agent A answers the call and speaks for at least 10 seconds

Rec 2 End Time is empty FIX

4

Enquiry and internal transfer



5

Transferred call


Rec 3

6



3 Recs Audio OK



9.4 Transfer of an inbound call between 2 nodes – Blind transfer



9.4.2 Test Results

Test Case


1




Rec 1

2


Agent A makes a network call to Remote Agent A ( the inbound call is automatically put on hold )

Agent A transfers the inbound held call to Remote Agent A

3

Transferred call


Rec 2

4

Enquiry and transfer ro local node

Remote Agent A makes a network call to Agent B ( the inbound call is automatically put on hold )

Remote Agent A transfers the inbound held call to Agent B

5

Transferred call


no Rec ? FIX => Rec 3

6



2 Recs pb audio => Step 5 FIX => Rec 3 created

Note: Version Gramatic for Alcatel => CTIconnect MODULE Grammar version: Original => 1.00.20 FIX => 1.00.22



9.5 Transfer of an inbound call from Local to Remote – Supervised Transfer



9.5.2 Test Results

Test Case


1




2

Enquiry to remote node


Agent 3400 and Remote Agent 6400 speak at least 10 seconds

3 Transfer

Agent 3400 transfers the enquiry call

4

Transferred call

Remote Agent 6400 and the external party speak for at least 10 seconds

Internal Enquiry

Remote Agent 6400 makes an internal call to Remote Agent 6401 ( the inbound call is automatically put on hold )

Remote Agent 6400 and Remote Agent 6401 speak at least 10 seconds

6 Transfer

Remote Agent 6400 transfers the enquiry call

7

Transferred call

Remote Agent 6401 and the external party speak for at least 10 seconds before hanging-up

8




:



9.6 Transfer of an inbound call from Remote to Local – Supervised Transfer



9.6.2 Test Results

Test Case


1

Inbound call to Remote node



2

Enquiry to local node


Agent A and Remote Agent A speak at least 10 seconds

3 Transfer

Remote Agent A transfers the enquiry call

4

Transferred call

Agent A and the external party speak for at least 10 seconds

5

Internal Enquiry


Agent A and Agent B speak at least 10 seconds

6 Transfer

Agent A transfers the enquiry call

7

Transferred call

Agent B and the external party speak for at least 10 seconds before hanging-up

8



4 Recs Audio OK

Note:

R

C H

6400 calls

3400

Ext - 6400

6400 transfers

R

C

R

C H

C

C

R

C

+ +

6400 - 3400

3400 calls

3401 3400 transfers

3401-Ext 6400 - 3400

3400 - 3401



9.7 Transfer of an inbound call between 2 nodes – Supervised Transfer



9.7.2 Test Results

Test Case


1

Inbound call to Local node



2

Enquiry to Remote node

Agent A makes a network call to Remote Agent A ( the inbound call is automatically put on hold )


3 Transfer


4

Transferred call

Remote Agent A and the external party speak for at least 10 seconds

5

Enquiry to Local node

Remote Agent A makes a network call to Agent B ( the inbound call is automatically put on hold )

Remote Agent A and Agent B speak at least 10 seconds

6 Transfer


7

Transferred call


8




Note:

R

C H

R

C

R

C

C

H

R

C

C

R

C

Ext - 3400

3400 - 6400

3400 - 6400 6400 - Ext

6400-3401

6400-3401

3401-Ext



9.8 Transfer of an outbound call from Local to Remote – Blind transfer


This test checks that VRS is able to record transfer outbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

9.8.2 Test Results

Test Case


1

Outbound call from local node

Make an outbound call from Agent 3400

External caller answers the call and speaks for at least 10 seconds

2


Agent 3400 makes a network call to Remote Agent 6400 ( the outbound call is automatically put on hold )

Agent 3400 transfers the outbound held call to Remote Agent 6400

3

Transferred call

Remote Agent 6400 answers the call and speaks for at least 10 seconds

4

Internal transfer

Remote Agent 6400 makes an internal call to Remote Agent 6401 ( the outbound call is automatically put on hold )

Remote Agent 6400 transfers the outbound held call to Remote Agent 6401

5

Transferred call

Remote Agent 6401 answers the call and speaks for at least 10 seconds before hanging-up

6



3 Recs (conversation) Audio OK pb direction (indication)

Note:

R

C H

R

C

Direction

OUTBOUND

Unknown

Unknown

3400-> Ext

Ext - 6400

H

R

C

Ext - 6401



9.9 Transfer of an outbound call from Remote to Local – Blind transfer



9.9.2 Test Results

Test Case


1

Outbound call from remote node

Make an outbound call from Remote Agent A


2

Enquiry and transfer to local node

Remote Agent A makes a network call to Agent A ( the outbound call is automatically put on hold )

Remote Agent A transfers the outbound held call to Agent A

3

Transferred call


4

Internal transfer



5

Transferred call


6



3 Recs Audio OK pb direction (indication) same 9.8



9.10 Transfer of an outbound call between 2 nodes – Blind transfer



9.10.2 Test Results

Test Case


1




2


Agent A makes a network call to Remote Agent A ( the outbound call is automatically put on hold )

Agent A transfers the outbound held call to Remote Agent A

3

Transferred call


4

Transfer to local node

Remote Agent A makes a network call to Agent B ( the outbound call is automatically put on hold )

Remote Agent A transfers the outbound held call to Agent B

5

Transferred call


6



3 Recs Audio OK pb direction (indication) same 9.8

Note:



9.11 Transfer of an outbound call from Local to Remote – Supervised Transfer



9.11.2 Test Results

Test Case


1


Make an outbound call from Agent 3400


2


Agent 3400 makes a network call to Remote Agent 6400 ( the outbound call is automatically put on hold )


3 Transfer

Agent 3400 transfers the enquiry call

4

Transferred call

Remote Agent 6400 and the external party speak for at least 10 seconds

5

Internal Enquiry

Remote Agent 6400 makes an internal call to Remote Agent 6401 ( the outbound call is automatically put on hold )

Remote Agent 6400 and Remote Agent 6401 speak at least 10 seconds

6 Transfer

Remote Agent 6400 transfers the enquiry call

7

Transferred call

Remote Agent 6401 and the external party speak for at least 10 seconds before hanging-up

8



4 Recs Audio OK

Note:

R

C H

R

C

R

C H

C

C

R

C

3400 calls 6400

3400-> Ext

3400 - 6400

3400 - 6400

6400 - Ext 6401 - Ext

6400 - 6401

3400 transfers 6400

Calls

6401

6400

transfers



9.12 Transfer of an outbound call from Remote to Local – Supervised Transfer



9.12.2 Test Results

Test Case


1

Outbound call from Remote node



2

Enquiry to local node



3 Transfer


4

Transferred call

Agent A and the external party speak for at least 10 seconds

5

Internal Enquiry


Agent A and Agent B speak at least 10 seconds

6 Transfer


7

Transferred call


8






9.13 Transfer of an outbound call between 2 nodes – Supervised Transfer



9.13.2 Test Results

Test Case


1

Outbound call from Local node



2

Enquiry to Remote node



3 Transfer


4

Transferred call

Remote Agent A and the external party speak for at least 10 seconds

5


Remote Agent A makes a network call to Agent B ( the outbound call is automatically put on hold )

Remote Agent A and Agent B speak at least 10 seconds

6 Transfer


7

Transferred call


8






9.14 3 Way Inbound Conference Call – Starting From Local to Remote


This test checks that VRS is able to record inbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

9.14.2 Test Results

Test Case


1




2




3

Conference

Agent 3400 presses the “conference” button

Agent 3400, Remote Agent 6400 and the external party speak for at least 10 seconds before Agent A hangs up

4



3 Recs Audio OK

Note:

R

C H

C

R

C

R

C

C

3400-> Ext 3400 – 6400 - Ext

3400 – 6400 - Ext 6400 - Ext

3400 – 6400

3400 – 6400

3400 calls 6400 3400 conf 3400 hangs up



9.15 3 Way Inbound Conference Call – Starting From Remote to Local


This test checks that VRS is able to record inbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

9.15.2 Test Results

Test Case


1

Inbound call to Remote node



2




3

Conference

Remote Agent A presses the “conference” button

Agent A, Remote Agent A and the external party speak for at least 10 seconds before Remote Agent A hangs up

4



3 Recs Audio OK



9.16 3 Way Outbound Conference Call – Starting From Local to Remote


This test checks that VRS is able to record outbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

9.16.2 Test Results

Test Case


1




2




3

Conference

Agent A presses the “conference” button

Agent A, Remote Agent A and the external party speak for at least 10 seconds before Agent A hangs up

4



3 Recs Audio OK



9.17 3 Way Outbound Conference Call – Starting From Remote to Local


This test checks that VRS is able to record outbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.

9.17.2 Test Results

Test Case


1

Outbound call from Remote node



2




3

Conference

Remote Agent A presses the “conference” button

Agent A, Remote Agent A and the external party speak for at least 10 seconds before Remote Agent A hangs up

4



3 Recs Audio OK



10 Reliability tests : DR-Link

10.1 Failure Tests

10.1.1 Test Environment

WAN

172.27.144.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

VRS

TDM Logger

Call Server 1

( Active )

TSAPI Server

TSAPI



10.1.2 Objectives

The list of tests below intends to check the behaviour of VRS in case of failure or wrong configuration. More especially if the notification messages (or alarms) are relevant for administrator to help investigate the possible issues

10.1.3 Test Results : Not authorized recording

This test is intended to check the behaviour of VRS to not record a device which is not authorized

Test Case


1 Record authorization = False

In the Phone Features Category of the set, put the “Record Authorization” = False

2 Try to Record

Make a call with the set

Try to record the set

3



In the VRS application, check the logs…

1 Rec No audio

Note: OXE => zdpost d 3400 | grep Csta CstaRecording : NO recording The error (OperationErrors 19 , UniversalFailure) is in the log. There is no alarm.

R

C

no voice



10.1.4 Test Results : License not available This test is intended to check the behaviour of VRS to not record a device when the licenses are not available

Test Case


1 License file with no recording licenses

Put a new license file with no recording ( lock 145 = 0 )

2 Try to Record

Make a call with the set

Try to record the set

3




1 Rec No audio

Note: Error 19

R

C

no voice



10.1.5 Test Results : Max Licenses reached This test is intended to check the behaviour of VRS to not record a device when the licences are reached

Test Case


1 License file with limited recording licenses

Put a new license file with limited recording ( lock 145 with limited value )

Lock 145 = 1

2 Try to Record

Try to record the set when the limited recording license is reached

3




Note: First call to 3400 => 1 Rec, audio OK Simultaneous call to 3401 => 1 Rec, no audio No alarm Error in the logs



10.2 Switch Failure


WAN

172.27.144.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

VRS

TDM Logger

Call Server 1

( Active )

TSAPI Server

TSAPI



10.2.2 Objectives

This test is intended to check the recovering of the VRS after a Switch failure. The switch has only one CPU.

10.2.3 Test Results

Test Case


1

Inbound call

Make an inbound call to A

A and the external party speak for at least 10 seconds

1 Rec

2

Outbound call

Make an outbound call from B

B and the External party speak for at least 10 seconds

1 Rec

3 Switch failure

Reboot the OXE

4




Audio OK

5

New calls after the reboot

Perform new calls ( internal, inbound & outbound calls )

FIX (reconnection pb)

6


In the VRS application, check the new records


OK after fix applied

Note: After the rebbot of the OXE, the recorder is not reconnected FIX (modif in the code) => actual version 5.0.0-36.6 (fix including in new version) After applying the FIX, the recorder is reconnected after OXE reboot. ALARM: 4 alarms

- CTICONNECT_PBX_CONNECTION_STATE (ALCATEL_IP_DR_LINK_CTIACTIVE is not connected with ALCATEL#link1#CSTA#X.X.X.X)

- CTICONNECT_MODULE_STATE - TRUNK_STATE

(Trunk is not connected) - CTI_CONNECT_MONITOR_POINTS_STATE



10.3 CTI Link Failure - OTS Service Failure


WAN

172.27.144.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

Call Server 1

( Active )

TSAPI Server

ASC neo Suite

Recorder

Single

box



10.3.2 Objectives

This test is intended to check the recovering of the VRS after a CTI Link failure with an OTS service failure.

10.3.3 Test Results

Test Case


1

Inbound call



2 Disconnection of TSAPI Server

Unplug the IP cable of the TSAPI Server

3

Close the current calls

Stop the current calls ( internal, inbound & outbound )

4




1 Rec Audio OK

5

Connection of TSAPI Server

Plug the IP cable of the TSAPI Server

Reconnection OXE OK / Reconnection recorder OK

6

New calls


PCM recording

7




1 Rec Audio OK

Note: - About 1 min after the IP link disconnection:

CSTA link lost (OXE -> checked by the command telnet localhost 2555) 3 alarms from recorder side

CTICONNECT_PBX_CONNECTION_STATE

CTICONNECT_MODULE_STATE (ALCATEL_IP_DR_LINK_CTIACTIVE for PBX OXE_1 is not ready to work)

CTICONNECT_MONITOR_POINTS_STATE If we stop the OTS service, the disconnection of the CSTA link is immediate

R C

IP link

disconnected

No audio

Audio

R C

OTS service

stopped



10.4 VRS : Link Failure


WAN

172.27.144.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

ASC neo Suite

Recorder

PCM link

Call Server 1

( Active )

TSAPI Server

Single

box IP link



10.4.2 Objectives

This test is intended to check the recovering of the VRS after a Link failure of the VRS.

10.4.3 Test Results

Test Case


1

Inbound call



PCM recording

2 Disconnection of VRS

Unplug the IP cable of the VRS

3

Close the current calls

Stop the current calls ( internal, inbound & outbound )

4

Connection of the VRS

Plug the IP cable of the VRS

On the Recorder side: about 1 min to detect the lost of the IP disconnection.

5




1 Rec Audio OK

6

New calls


7




1 Rec Audio OK

Note: After IP link unplug, 3 alarms are displayed in recorder side. The CSTA lin on the OXE is still DR-Link and 10 monitorings. The TSAPI Server has reacted about 5 min after the lost of the IP link of the recorder. (=> service Register Cancel => Monitor stop) The CSTA link on the OXE has changed to GenericTServer. 3 alarms: CTICONNECT_MODULE CTICONNECT_PBX CTICONNECT_MONITOR_POINTS Test: Stop the ASC voice recorder service The lost of the link is detected immediately.

R C

IP link

disconnected

Bip Audio

Alarm on the

recorder.

Recorder has detected

the lost of the IP Link)



10.5 TDM Logger : Link Failure


WAN

172.27.144.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

Call Server 1

( Active )

TSAPI Server

ASC neo Suite

Recorder

PCM link

Single

box IP link



10.5.2 Objectives

This test is intended to check the recovering of the VRS after a Link failure of the TDM Logger.

10.5.3 Test Results

Test Case


1

Inbound call



PCM recording

2

Outbound call

Make an outbound call from B

B and the External party speak for at least 10 seconds

PCM recording

3 PCM Link failure

Unplug the PCM cable of the TDM logger

PCM recording for the 2 calls

4 End of calls

Stop the current calls No recording

5 PCM Link reconnection

Plug the PCM cable of the TDM logger

6




2 Recs Audio OK

7

New calls

Perform a new call between A & B

8




2 Recs

Note: Alarm recorder => Trunk is not connected OXE: PCM Recording after the cable is disconnected. R C

Audio

PCM OK

PCM

disconnected

No audio.

Still PCM

recording on

the OXE.

PCM reconnected.

Still PCM recording

on the OXE.

(No StopListening)

No audio

End of call.

(StopListening)



10.6 Redundancy Tests : OXE in spatial redundancy


WAN

172.27.144.X

Mask : 255.255.255.0 172.27.145.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

VRS

TDM Logger

Call Server 1

( Active )

TSAPI Server

TSAPI

Call Server 2

( Stand By )



10.6.2 Objectives

This test is intended to check the recovering of the Voice Recording System using OXE in spatial redundancy.

10.6.3 Test Results

This test is intended to check the recovering of VRS after a CPU disconnection and switchover. In this test, both CPUs are used in spatial redundancy ( in different IP sub networks ).

Test Case


1

Management of the CPUs

Manage both CPUs ( CS1 Main & CS2 Stby ) in two IP sub networks

Check that the spatial redundancy is managed

2 New calls

Perform a new inbound call to A

PCM recording

3

Disconnection of the Main CPU

Unplug the CS1

Check the CS2 becomes Pseudo-Main

Check the new CTI link

3 alarms when CS1 lost then reconnection to CS2 ok. CS2 MAIN [172.27.XXX.YY] (DR_LINK) 10 monitorings

4

End of calls

Stop the current calls

5




1 Rec Audio OK

6

New calls


7




1 Rec Audio OK

8

Reconnection of CS1

Plug the CS1

The CS1 automatically shutdown

Check CS2=Main and CS1= Stby

9

New calls


10

Shutdown of CS2

Shutdown of CS2

CS1 becomes Main

11

End of calls


12




1 Rec Audio OK



13

New calls

Perform a new internal call between V1 & V2


Perform a new outbound call from B

14




1 Rec Audio OK

Note: Step 2 5 Step 10 12

R C

Audio

PCM OK

No audio

Unplug

the CS1

R C

Audio

PCM OK

No audio

Shutdown

CS2



10.7 Redundancy Tests : TSAPI Backup


WAN

172.27.144.X

Mask : 255.255.255.0 172.27.145.X

Mask : 255.255.255.0

GD

PCS

T2 T2

GA

192.168.4.X

Mask : 255.255.255.0

TDM Set

IP Phone

192.168.6.X

Mask : 255.255.255.0

TDM Set

IP Phone

GD

PCM-R2

T2 T2

GA

PCS

DOMAIN 0 DOMAIN 1

VRS

TDM Logger

Call Server 1

( Active )

TSAPI Server

TSAPI

Call Server 2

( Stand By )

TSAPI Server TSAPI

BACKUP 172.27.XXX.YY

172.27.ZZZ.YY

172.27.444.55



10.7.2 Objectives

This test is intended to check the recovering of the Voice Recording System using TSAPI Backup.

10.7.3 Test Results

This test is intended to check the recovering of the Voice Recording System with a TSAPI server backup installed on a dedicated machine.

Test Case


1

Management of the TSAPI server Backup

Check that the TSAPI server Backup is installed ( on a dedicated machine ), configured and running

2

Inbound call


A and the External party speak for at least 10 seconds

PCM recording

3

Stop the Main Alcatel Open Telephony service

Stop the main Alcatel-Lucent’s service (Alcatel Open Telephony).

Wait until TSAPI Backup is Up

4

End of calls


5




1 Rec Audio OK

6

New calls ( with TSAPI Backup )




PCM recording

7




1 Rec Audio OK

8

Start the Main Alcatel Open Telephony service

Start the Main Alcatel-Lucent’s service (Alcatel Open Telephony).

Wait until TSAPI Main is Up ( Main replaces automatically Backup )

9

New calls ( with TSAPI Main )




10




1 Rec Audio OK

Note: OTS Maintenance on the TSAPI Server TSAPI Server 172.27.XXX.YY TSAPI Server 172.27.ZZZ.YY Option 528 1 Option 528 1 172.27.ZZZ.YY 172.27.XXX.YY 172.27.444.55 127.000.000.001 => OTS Maintenance

127.000.000.001 => OTS Maintenance



Step 1

OXE=> [172.27.XXX.YY] DR-Link

10 monitorings

Setp 5

OXE=> [172.27.ZZZ.YY] DR-Link

10 monitorings

Step 7

Step 10

OTS maintenance :

MAIN BACKUP

Deconnected for ots 1 Connected for ots 0

Connected to ots1

OXE=> [172.27.XXX.YY] DR-Link

10 monitorings

R C

Audio

PCM OK

No audio

TSAPI MAIN

stopped



10.8 Understanding of the logs files


This test is intended to check the understanding of the log files of the VRS. We consider three levels or notes : Poor, Good, Very Good. Alcatel-Lucent has to add a comment in order to justify the note.

10.8.2 Test Results

Test Case Note Comments

Understanding of the log files of the Recording System GOOD

10.9 Notifications & alarms


This test is intended to check the notifications & alarms of the Voice Recording System. We consider three levels or notes : Poor, Good, Very Good. Alcatel-Lucent has to add a comment in order to justify the note.

10.9.2 Test Results

Test Case Note Comments

Notifications & Alarms of the Voice Recording System Medium Alarm => focused on link connection/disconnection No alarm for license issue



11 CTI parameters

Following CTI information (extracted from CSTA events) are stored in the VRS database

Type Information N/A OK NOK

Calculated

Duration

CSTA Standard Events

Start Time

Stop Time

DNIS

ANI

Direction ( In / Out )

Agent ID

Call ID

Alcatel-Lucent private CSTA

Agent Name

Agent Group

Pilot Name

Associate Data

Associate station

Global Callid

Calculated in recorder database

Can be stored

All of the info can be stored in

the recorder database.

Not by default.



12 Appendix A : AAPP member’s Application description

The ASC recording solution EVOIPneo active for Alcatel-Lucent OmniPCX Enterprise (IP DRLink) provides the functionality which is necessary for the active IP recording with an Alcatel Lucent IP DRLink PBX. The recording server and the PBX communicate via the TSAPI server of the Alcatel-Lucent PBX. The signaling provides information about the conversation participants as well as other additional information. In addition, it controls the streaming of the audio data to the recording server. The recording decision is made depending on the additional CTI data in the Recording Control service. For the monitored Alcatel-Lucent end devices, the ASC recording server receives the conversation data directly from the phones. 2 separate RTP data streams are sent for each recorded end device, i. e. a separate RTP data stream is sent for each conversation participant.

Description of the software solution Within the EVOIPneo active for AlcatelLucent OmniPCX Enterprise (IP DRLink), the module CTIconnect service provides a central interface between the ASC recording server on the one hand and the AlcatelLucent components on the other hand. This chapter describes the functionality of the CTIconnect service, a strictly softwarebased recording solution of encrypted and unencrypted conversations in TSAPI environments (IP DR Link). The CTIconnect service is based on the TSAPI.



Functional description Exemplary schedule 1. Initializing – The CTIconnect service logs in via the TSAPI server to register monitor points for the monitored end devices A and B. – The CTIconnect service receives conversation events (CSTA events) for these end de vices. 2. Incoming conversation on the end device A via the external line – The CTIconnect service recognizes the call that is transferred to end device A by the in coming CSTA events at the monitored end devices and reports this to the recording server. – When the recording server has made the decision to record the conversation, the target IP address and the target ports for the conversation data are transmitted to the CTIcon nect service. – The CTIconnect service initiates the recording for end device A by sending a recording command to the telephone which includes the target IP address and a reserved port on the recording server. – The PBX sends a copy of the conversation data from the end device A directly to the IP address and ports of the recording server via IP DRlink. The transmission of the conver sation data is always a separated RTP data stream for all the monitored participants of the conversation. – The recording server records the two separated audio streams. – The CTIconnect service receives additional data via the TSAPI and forwards it to the recording server so that the information can be added to the recordings..



13 Appendix B: Configuration requirements of the AAPP member’s application

13.1 ASC System Configuration

13.1.1 Start application

During the installation routine, shortcuts for the ASC programs are created on your desktop.

1. To start the application directly on the server, doubleclick on the shortcut ASC System

Configuration.

To access the application from a computer via the web, enter the following URL in the address bar:

https://<SystemIP>/SystemConfiguration/index.jsf.

If you have configured customerspecific ports, you have to include the port in the URL:

https://<SystemIP>:<Port>/SystemConfiguration/index.jsf.

Fig. 20: ASC System Configuration web interface

To install and configure the recording solutions, you have to log in as system provider.

Login data for the administrator of the system provider:

User name: systemadmin

Default password: 1

Tab. 5: Login data system provider

2. Log in to the web interface.

ð The main window ASC System Configuration appears.



Fig. 21: ASC System Configuration main view

NOTICE

The fields marked with " * " are mandatory fields. These fields have to be filled out.

13.1.2 Configure recording solution

13.1.2.1 Assign extensions to tenants

NOTICE

In 1tenant systems, all extensions are automatically assigned to the tenant who has been cre

ated by the system (1st tenant).

In multitenant systems, you have to assign the extensions manually to each tenant who is sup

posed to be able to use them. This also applies to multitenant systems with only 1 tenant.

You can assign extensions in the Tenants module.

1. Select the menu item Tenants in the navigation bar.



Fig. 22: Tenants main view

2. In the main view, select the tenant to whom you would like to assign extensions.

3. Select the tab Extensions.

4. Click on the button Add.

ð The following window appears:

Fig. 23: Assign extensions to tenants

5. Select from the dropdown list the PBX in which the extensions for this tenant are config

ured.

6. Enter the extension range that is reserved for this tenant, e. g. from 6000 to 6999. Subse

quently you can configure the extensions of this range in the PBX integration.

13.1.2.2 Supported recording architectures

In this recording solution, the following recording architecture types are supported:

• Allinone Basic

• MultiServer Recording

• Allinone Failover

• MultiServer Failover

• MultiServer Failover synchronized



13.1.2.3 Create recording architecture

Start the configuration in the Recording Architectures module as an activated recording archi

tecture is required for further configuration.

The recording servers, recording types, and the PBX integration types are assigned in the

Recording Architectures module.

NOTICE

Depending on the chosen recording architecture type, the following configuration steps vary. The

following configuration steps are specific for an allinone recording architecture.

1. Select the menu item Setup > Recording Architectures in the navigation bar.


Fig. 24: Recording architectures main view

Depending on the configuration of the columns, the following information is displayed in the

main view:

Name Name of the recording architecture

Type Type of the recording architecture

Active Shows whether the recording architecture has been activated and is ready to

be used for the recording.

= Recording architecture is active and ready to be used for recording. It can

be deactivated by clicking on the icon (Deactivate) in the toolbar.

= Recording architecture is not active. It can be activated by clicking on the

icon (Activate) in the toolbar.



Status Ready status of the recording architecture

Shows whether the features used by the recording architecture are com

pletely functional.

(OK) = Recording architecture can be used.

(Error) = Recording does not work.

• One or several servers of the recording architecture have the status Er

ror and are not ready to be used for recording.

(Warning) = Recording is not affected, though.

• Either one or several features not relevant for the recording are not

available or a server in the failover architecture is down and a substitute

server is currently recording.

(Irrelevant) = Status is not assessed because the recording architecture

has not been activated.

NOTICE! The status of the recording architecture is deduced from the sta

tus of the servers which are used in the architecture. I. e. when one of the

servers has the status Error, the recording architecture will have the status

Error, too.

Details about the server status are displayed in the application ASC System

Monitoring, see user manual ASC System Monitoring.

Creation Date Date on which the recording architecture was installed.

Updated Date on which the settings of the recording architecture were updated for

the last time.

NOTICE! You can add hidden columns to the table in the main view via the icon (Adjust ta

ble) in the toolbar.

2. To create a new recording architecture, click on the icon (Create) in the main view in the

toolbar.

ð The window New Recording Architecture appears.

Fig. 25: Create recording architecture

3. In the entry field Name, enter a descriptive name for the recording architecture.

4. Select the recording architecture type Allinone Basic from the dropdown list Type.

NOTICE! The dropdown list only displays the supported recording architecture types.

5. Click on the button OK.

ð Your entries now appear in the detail view.



Fig. 26: Recording architecture tab Details

13.1.2.3.1 Add PBX integration type

1. Select the tab Details.

2. Click on the icon (Add) in the toolbar of the list PBX Integration Type.

ð The window PBX Integration Type appears.

Fig. 27: Select PBX integration type

NOTICE

Only those PBX integration types are displayed which have a license in the system and which

support the selected architecture type.

NOTICE

Any number of PBX integration types can be assigned to a recording architecture.

3. Select from the list of the available PBX integration types Alcatel OXE active (IP DRLink)

and click on the button Add.

ð The name of the PBX integration type now appears in the list in the detail view.



13.1.2.3.2 Assign server

1. Click on the tab Server Assignment to assign a recording server to the recording architec

ture.

Fig. 28: Recording architecture tab Server Assignment

2. Click on the button behind the entry field Server.

ð The window Servers appears.

Fig. 29: Recording architecture assign server

3. Select the entry of the corresponding server.


ð The name of the server now appears in the detail view.

5. Activate the check box of the recording type VoIP recording.



Fig. 30: Recording architecture activate recording type

6. Click on the button Save.

7. Mark the recording architecture in the main view, so that the icon (Activate) becomes ac

tive in the toolbar.

8. To activate the recording architecture, click on the icon (Activate).

ð In the column Active, the icon (Active) appears.

Fig. 31: Recording architecture activate recording architecture

9. To deactivate the recording architecture if necessary, e. g. to add or remove PBX integra

tion types, click on the icon (Deactivate).

ð In the column Active, the icon (Inactive) appears.

NOTICE

The recording architecture must have been activated so that the subsequent configuration of

the PBX integration can be executed.

13.1.2.4 Configure servers

Every server in your network that the ASC software has been installed on is automatically iden

tified as a server of the recording system and displayed in the main view of the Servers module.

In the Servers module, you can configure the usage of the servers in your recording system.

1. Select the menu item Setup > Servers in the navigation bar.




Fig. 32: Servers main view

Depending on the configuration of the columns, the following information is displayed in the

main view:

Name Name of the server

IP Address IP address of the server

Status Shows the technical status of the server.

(OK) = Server can be used.

(Error) = One or several features relevant for the recording are not avail

able.

Recording on this server does not work.

(Warning) = One or several features not relevant for the recording are

not available.

This does not affect the recording, though.

Details about the server status are displayed in the application ASC System

Monitoring, see user manual ASC System Monitoring.

Creation Date Date on which the server was installed.

Updated Date on which the settings of the server were updated for the last time.

NOTICE! You can add hidden columns to the table in the main view via the icon (Adjust ta

ble) in the toolbar.

13.1.2.4.1 Manage server locations

You can create and manage a list of server locations. In the tab Details, you can assign loca

tions to the servers, see chapter "Tab Details", p. 30.

Add server location

1. Click on the icon (Administrate server locations) in the toolbar of the main view.

2. Click on the icon (Create) in the toolbar of the window.



Fig. 33: Add server location

3. Enter the name of the location on the right of the window.

4. To save the entry, click on the button Save.

To discard entry, click on the button Reset.

5. To add additional locations, repeat the previous 3 steps.

6. To close the window, click on the button Close.

Delete server location

1. Click on the icon (Administrate server locations) in the toolbar of the main view.

2. Select the location that you would like to delete.

Fig. 34: Delete server location

3. Click on the icon (Delete) in the toolbar of the window.

4. To delete additional locations, repeat the previous 2 steps.



5. To close the window, click on the button Close.



13.1.2.4.2 Tab Details

1. To configure the server, select the entry of the corresponding server in the main view.

ð In the detail view, the tab Details appears.

The information Name, IP address has already been entered during the installation and

are displayed for your information.

Fig. 35: Server tab Details

2. Select the Server location in the dropdown list.

3. Click on the button Save if the entries are correct.

13.1.2.4.3 Tab Usage

1. Click on the tab Usage to configure the purpose of usage.



Fig. 36: Server tab Usage

Audio Analysis

Parameters Value/Description

Audio Analysis Activate this check box to use the server for audio analysis. The

audio data will be streamed for audio analysis from the configured

server to this server.

• Stream audio data from

From the list of available servers, select the server from which

the audio data is supposed to be streamed for audio analysis

via the button .

Tab. 6: Configure audio analysis



Recording Control/Key Management


API recording control/

Live listening

To be able to use an external API recording control or Live listen

ing, you have to activate the check box API recording control/Live

listening. This feature is only available if a recording architecture

has been configured and activated.

• Recording architecture

From the dropdown list, select the respective recording archi

tecture you would like to use for the control.

Key management The function allows encrypting the recordings customerspecifi

cally. To be able to configure the key management, you have to

activate the check box Key management.

This function can only be activated if the license

ASC_KEY_MANAGEMENT is available.

For further information about the configuration of the key manage

ment refer to the installation manual Configuration of servers and

recording architectures and to the installation manual Installation

Dongle Manager.

Tab. 7: Configure Recording Control/Key Management

Data processing


Data storage Activate the check box to allow the modification of the additional

functions of data processing.

Transfer data for replay Activate the check box if you would like to transfer data only for re

play to another server.

From the dropdown list, select the respective server to which the

recorded data are supposed to be transferred for replay. The data

will not be stored on the destination server but deposited in a

cache temporarily in order to be replayed.

Transfer data for data Activate the check box if you would like to transfer data for storage

storage to another server.

From the dropdown list, select the respective server to which the

recorded data are supposed to be transferred for data storage.

The data will be copied to the destination server and stored there.

Archiving Activate the check box Archiving if you would like to use the server

for archiving purposes.

Export Activate the check box Export to allow the export from this server.

Import Activate the check box Import so that the imported data can be

stored on this server.

In order to process the data, a recording architecture must be se

lected which performs this function. If there is no recording on this

server required, an architecture can be created only for the import

function.

In the dropdown list, all recording architectures are displayed

which enable this function as well.

Tab. 8: Configure data storage



Replay


Replay Activate the check box Replay to be able to use the replay func

tion of the players and the phones.

• Replay server

In the entry field Replay Server, enter the name which is sup

posed to denote the server as the replay server in the system.

In order to be able to reach the server activated for replay from a

public network and with configured port forwarding, you have to

set the configuration in the tab Applet Address Mapping. For fur

ther information about the configuration refer to the installation

manual Configuration of servers and recording architectures.

Replay via phone Activate this function if you would like to use the functions Replay

via phone or Last Call Repeat.

= Function has been activated.

= Function has not been activated.

NOTICE! The function Replay via phone has been implemented

in the following neo components:

• Application POWERplay Pro

• Application POWERplay Instant

• Replay Applet

In order to enable a client to use the functionality Replay via

phone, you have to assign this client an identifier either in the Em

ployees module or in the Phones module which allows the system

to clearly identify the phone.

When activating the function Replay via phone, you have to exe

cute the configuration in the tab Media Streamer. For further infor

mation refer to the administration manual Configuration Replay via

phone.

NOTICE! This function is only available if at least 1 PBX has been

configured in the system.

Tab. 9: Configure replay

Virtualization


VM support Activate the check box VM support to be able to use the licensing

for several VM installations.

This function can only be activated if the system has been in

stalled in a VMware and no TRUSTED_VIRTUALIZATION license

has been installed on the system.

When activating the function VM support, you have to execute the

configuration in the tab Keystore/VM Licensing. For further infor

mation about the configuration of this function refer to the installa

tion manual Configuration of servers and recording architectures.

Tab. 10: Configure virtualization



NOTICE

For the two functionalities Key management and Virtualization a dongle is required which con

tains the system information. Therefore, both functionalities can only be activated on the same

server. The application Dongle Manager, required to read the dongle, has to be installed on the

server that the dongle has been connected to.

2. In the detail view, click on the button Save.

13.1.2.5 Create PBX

The PBX can either be configured via the PBX module or via the PBX Integrations module.

In this configuration step, the parameters for the PBX are configured, e. g. the name, the area

code and the net code.

1. In the navigation bar, select the menu item Setup > PBX.


Fig. 37: Create new PBX

2. Click on the icon (Create) in the toolbar of the main view.

ð In the detail view, the tab Details appears.



Fig. 38: Create new PBX tab Details

3. Set the following parameters in the detail view:


Name Enter a descriptive name for the PBX. This name is used as an iden

tifier of this PBX in the system.

PBX type Select the type of the PBX which is used for the recording from the

dropdown list.

Maximum length of the Enter the maximum number of digits of the extensions of this PBX, e.

extensions g. 4.

Country code Select the country code from the dropdown list.

Area code Enter the area code without the preceding 0, e. g. 6021.

Net code Enter the net code, e. g. 5963. Do not enter an extension here.

Tab. 11: Create PBX

In the PBX module, there are advanced functions which cannot be configured in the PBX Inte

grations module.

The following parameters are available additionally for the passive recordings:

Non Phone IPs The Non Phone IPs entered here are not treated as telephones or

participants.

Enter the media gateway, for instance.



IPs to be Ignored The IP addresses entered here are be ignored completely.

Enter the IP addresses of all devices which are not supposed to

be sniffed, e. g.

PBX, musiconhold servers, phones

MACs to be Ignored The MAC addresses entered here are ignored completely.

Enter the MAC addresses of all devices which are not supposed to

be sniffed, e. g.

PBX, musiconhold servers, phones

4. Click on the button Save to save the settings.

13.1.2.6 Create PBX integration

In the PBX Integrations module, the PBXrelated recording settings are configured.

You first have to create and activate a recording architecture to be able to create a PBX integra

tion and to assign it here.

Depending on the recording solution, you additionally have to configure IP addresses, ports,

protocols, sniffer cards, CTI connection data, phones, monitor points, and, where required, add

ons.

NOTICE

For PBX integrations with the same PBX integration type you have to use different recording ar

chitectures.

1. In the navigation bar, select the menu item Setup > PBX Integrations.


Fig. 39: PBX Integrations main view

In the table in the main view, the following information is displayed:

Name Name of the PBX integration

Type Type of the PBX integration



Active Shows whether the PBX integration has been activated and is used for the

recording.

= PBX integration is active, can be deactivated in the toolbar via the icon

.

= PBX integration is not active, can be activated in the toolbar via the

icon .

Status Shows whether the configuration has been carried out completely.

= Configuration is complete

= Configuration is incomplete

13.1.2.6.1 Assign PBX integration type

1. Click on the icon (Create) in the main view in the toolbar.

ð In the detail view, the tab PBX Integration Type appears.

Fig. 40: Create PBX integration type

2. Enter the following parameters:

Parameters Value

Name In the entry field, enter a descriptive name for the PBX

integration. This name is used as an identifier of this

PBX integration in the system.

PBX integration type Select from the dropdown list PBX integration type the

entry Alcatel OXE active (IP DRLink).

Tab. 12: Create PBX integration type

3. To assign a PBX, click on the button behind the field PBX.

ð The window PBX appears.



Fig. 41: PBX Integrations select PBX



4. Select the appropriate PBX from the list of available PBXs.


13.1.2.6.2 Assign recording architecture

1. In the detail view on the lower right, click on the button Next.

ð The tab Recording Architecture appears.

Fig. 42: PBX Integrations tab Recording Architecture

Select from 2 options:

Interlinking the new PBX integration with an existing PBX integration

2. If you would like to link a new PBX integration to an already existing PBX integration, acti

vate the option PBX integration.

3. To select the PBX integration you would like to link the new PBX integration to, click on the

button behind the field PBX integration.

ð The window PBX Integrations appears.

4. Select the corresponding PBX integration.


If a PBX integration is linked with another PBX integration, it is not possible to assign a record

ing architecture, since the recording architecture of the linked PBX integration will be used.

Assignment of an activated recording architecture

If you do not want to link a PBX integration, you can directly assign a recording architecture.

6. To assign a recording architecture, activate the option Recording Architecture.

7. Select the respective recording architecture from the dropdown list Recording architecture.

NOTICE

Only activated recording architectures in which the appropriate PBX integration type has been

configured appear in the dropdown list.


ð The PBX integration now appears in the main view.

9. To complete the configuration of the PBX integration, click on the icon in front of the

name of the new PBX integration.



ð The following configuration steps appear:

Fig. 43: Configuration steps of the PBX integration

13.1.2.6.3 Configure recording architecture

The section Configure recording architecture has already been configured in previous steps.

1. Click on the button (Edit configuration step) in the line Configure recording architecture

in the main view to show the configuration.

ð In the detail view, the configuration step appears with the information of the assigned

recording architecture.

Fig. 44: Configuration step Configure Recording Architecture

2. Click on the button Save to save changes and to finish the configuration step.

3. Click on the button Cancel to cancel the configuration step without applying changes.

13.1.2.6.4 Configure CTI connection data

In this configuration step, you configure the grammars, the CTI connection data, the PBX con

nection data, and if required the additional data.

Administrate grammars

Depending on the deployed PBX, the conversation events are signaled differently.

In this section you can import or delete customized grammars.

Import grammar

1. To import a new grammar, click on the icon (Import grammar) in the toolbar of the main

view.

ð The window Upload File appears.



Fig. 45: Select file

2. Click on the button Choose File.

3. Select the respective grammar of the file type .stm or .xml via the Explorer.

4. Click on the button Open.

ð The selected file appears in the window Upload File.

Fig. 46: Upload grammar

5. To remove a selected file from the list, click on the button (Remove file) next to the re

spective file.

To upload the file, click on the button (Upload File).

ð The window closes and a notification appears in the main view that the file has been up

loaded successfully.

Delete grammar

1. To delete grammars which are not used, click on the icon (Manage unused grammars)

in the toolbar of the main view.

ð The window Manage Unused Grammars appears.



Fig. 47: Delete grammars

2. Select the grammar you would like to delete. To select several grammars at the once, click

on the respective entries while holding the [Ctrl] key down.

3. Click on the button Delete.

ð The security prompt to delete an element appears.

4. To really delete the selected grammars, confirm the security prompt.

CTIconnect module

1. In the main view in the line Configure CTI connection data, click on the button (Edit con

figuration step) to configure the CTI connection data.

ð In the detail view, the tab Module 1 appears with the group fields CTIconnect Module,

PBX Connection Data and Additional Data.

Fig. 48: Configuration step Configure CTI connection data



CTIconnect module



Type Is filled automatically.

Grammar Name Select the name of the grammar from the dropdown list.

Grammar Version Select the version of the grammar from the dropdown list.

Tab. 13: Configure CTIconnect module

PBX connection data

In the table PBX Connection Data, you can enter one or more sets of PBX connection data.

The entries of the first set of data will be used by default during the connection establishment to

the PBX. If errors occur during this connection, it will be switched to the configured alternative

connection.

Fig. 49: Configure PBX connection



PBX connection data Enter the CSTA link for the CTI connection here, e. g.

ALCATEL#link#CSTA#192.168.170.29.

Tab. 14: Configure PBX connection data

2. Click on the button Add to apply the settings and to close the window.

3. If you use additional modules, another device group or multiple connections, repeat the

configuration steps accordingly.



Configure additional data

In the group field Additional Data, you can select the fields in which the additional conversation

data which are delivered by the PBX or by an application’s addon are supposed to be dis

played.

The content of the database fields is then displayed in the respective column in the POWERplay

Web and the POWERplay Instant.

Depending on the PBX type, different parameters are available and can be assigned indepen

dently.

For selection fields to appear in the dropdown list, they have to be configured in the Additional

Data module.

1. Select the menu item Setup > Additional Data in the navigation bar.

2. Select a set of data.

ð The detail view displays the information you can configure.

Fig. 50: Configure additional data



Change display name

3. To change the display name, click on the pen in the line of the language you would like to

change.

4. Enter a display name and click on the check mark at the end of the line to confirm the entry.

Availability

5. To make the data field available to the entire system, activate the check box of the option

Available.

6. To make the data field in the search and replay applications editable later on, activate the

check box of the option Editable.

7. To be able to use the data field for external recording control, activate the check box of the

option External recording control.

8. Enter a display name and click on the check mark at the end of the line to confirm the entry.

9. Click on the button Save to save the settings.

NOTICE

Additional information about the configuration of the additional data can be found in the adminis

tration manual Additional Data module.

NOTICE

The additional data which have been delivered by the PBX for a conversation are released in

POWERplay Web and in POWERplay Instant.

NOTICE

Additional data which are not delivered along with the protocol are not available for further use.

The following additional data can be configured when using EVOIPneo active for AlcatelLucent

OmniPCX Enterprise (IP DRLink):

• proACD Number

• acdWaitingTime

• acdGlobalWaitingTime

• ivrInteractiveQueuing.guideCurrentLevel

• ivrInteractiveQueuing.pilotNumber

• partyName

• acdNetworkRerouted

• globalCallID

• secretIdentiteList.secretDeviceID

10. In the group field headline Additional Data, click on the arrow to expand the group field

and to assign the additional data to the data fields of the search and replay applications.



Fig. 51: CTI connection data additional data

11. In the section Arbitrary assignment, you can configure those additional data which are addi

tionally delivered by the PBX but which are not listed above yet.

12. Click on the particular entry field and enter the preferred data. Observe the correct spelling.

13. From the dropdown list, select the display name you have configured in the Additional

Data module.

14. Click on the button Save to apply the settings and to finish this configuration step.

13.1.2.6.5 Configure monitor points

In this configuration step, the monitor points for the monitored end devices are configured.

1. In the main view in the line Configure monitor points, click on the button (Edit configura

tion step).

ð The window Step: Configure Monitor Points appears in the detail view.

Fig. 52: Configuration step configure monitor points

Extension monitor points

1. In the tab Extension Monitor Points, click on the button Add to add the extensions for the

monitored end devices.

2. Select the menu item Enter Extensions.

ð The window Add Extension Monitor Points appears.



Fig. 53: Add extension monitor points

3. In the window Add Extension Monitor Points, enter either a whole numbering range or the

single extension.


5. To add several numbers or numbering ranges, repeat the previous three steps until you

have entered all numbers.

Fig. 54: Configured extension monitor points

6. Click on the button Save to finish the configuration in this step.

13.1.2.6.6 Configure recording server

1. Click on the button (Edit configuration step) in the line Configure recording servers in the

main view.

ð The window Step: Configure Recording Servers appears.



Fig. 55: Configuration step Configure recording servers

2. Set the following parameters in the tab Details:


IP address of the recording Select the IP address of the recording server from the drop

server down list. It enables you to receive the RTP audio data.

Minimum port Enter the lowest port of the port range that is used to re

ceive the audio data as RTP data stream from the record

ing server, e. g. 20000.

Maximum port Enter the highest port of the port range that is used to re

ceive the audio data as RTP data stream from the record

ing server, e. g. 21000.

Tab. 15: Configure recording server

NOTICE

If you use several active PBX integrations in one recording architecture, you must configure dif

ferent port ranges for each PBX integration in the configuration step Configure recording

servers.


4. Click on the button Close to finish this configuration step.

13.1.2.6.7 Configure addon

NOTICE

The use of the addon in the PBX integration is optional. The status of this configuration step

has been set to No selection by default and has thereby been configured comprehensively. You

can activate and use the PBX integration without an addon, too.

If you use an application with addon, you can select the required grammar in the corresponding

version in this configuration step. Additionally, you can configure the PBX connection data and

the additional data.



NOTICE

The additional data delivered by an application with addon supplement the additional data

which are delivered by the CTIconnect module of the PBX integration.

Configure addon for Genesys TServer (optional)

The addon refers to the usage of a Genesys TServer and only has to be configured if a Ge

nesys TServer is used.

For information about the configuration of the Genesys TServer see chapter "Configure Ge

nesys TServer (optional)", p. 52.

The integration is carried out in combination with the PBX which is responsible for the actual

recording of conversations. Via a connection to the Genesys Configuration Server the CTIcon

nect service receives information of the assigned monitor points which are then registered on

the Genesys TServer. Upon successful registration, the Genesys TServer sends all conversa

tion events and additional data of the agents to the EVOIPneo recording service.

1. To configure the addon, click on the button (Edit configuration step) in the main view in

the line Configure addon.

2. Select the addon Genesys TServer in the detail view.



Fig. 56: Configure addon for Genesys TServer

3. Set the following parameters in the group field CTIconnect Module:


Grammar name Select the corresponding grammar.

Grammar version Select the corresponding grammar version.

Arbitrary assignment Select the database fields for the additional data of the Ge

nesys TServer.

Tab. 16: Configure addon for Genesys TServer

4. Set the following parameters in the group field PBX Connection Data:


Configuration server name Enter the IP address or the name of the computer that the

Genesys Configuration Server runs on.

Configuration server port Enter the port of the Genesys Configuration Server.

Configuration server user name Enter the user name for logging in to the Genesys Configu

ration Server to be able to request the DN objects of the

switch instance to be monitored.




Configuration server password Enter the password for logging in to the Genesys Configu

ration Server to be able to request the DN objects of the

switch instance to be monitored.

SIP/TServer name Enter the IP address or the name of the computer that the

SIP server or Genesys TServer runs on.

SIP/TServer port Enter the port for the communication between the PIF and

the Genesys TServer, e. g. 7004.

SIP switch name Enter the name of the switch, e. g. Switch_name.

Tab. 17: Configure PBX connection data


6. Click on the button Close to finish this configuration step.

13.1.2.6.8 Activate PBX integration

The PBX integration can only be activated after the configuration is complete.

If not all configuration steps have been carried out completely, the icon (Incomplete) will ap

pear in the main view, in the line of the created PBX integration, in the column Status.

If the configuration has been carried out completely, the icon (Complete) will appear in the

line of the respective step, in the column Configuration.

If all settings are complete, the icon (OK) will appear in the main view, in the line of the cre

ated PBX integration, in the column Status.

Fig. 57: Activate PBX integration

1. Mark the PBX integration in the main view, so that the icon (Activate) becomes active in

the toolbar.

2. To activate the PBX integration, click on the icon (Activate).

ð In the column Active, the icon (Active) appears.

Fig. 58: Activated PBX integration

ALE Application Partner Program – Inter-working report - Edition 1 - page 1/139

Copyright © ALE 2017

NOTICE

If you take advantage of the grace period and there is no valid license file in the

system after its expiration, all PBX integrations are deactivated. After uploading a

valid license file, you have to activate the PBX integrations again.

NOTICE

Upon activating the standard configuration, a bulk recording will start.

To restrict the recording to particular end devices, the tenant can configure the Recording Plan

ner in the ASC System Configuration accordingly.

13.1.2.6.9 Deactivate/Delete PBX integration

To be able to delete a PBX integration, it has to be deactivated.

1. To deactivate the PBX integration, click on the icon (Deactivate) in the toolbar.

ð In the column Active, the icon

(Inactive) appears.

ð The icon (Delete) becomes active

in the toolbar.

Fig. 59: Deactivate PBX integration

2. Click on the icon (Delete) and confirm the security prompt to delete the PBX integration.

13.1.2.7 Search and replay functions

NOTICE

To be able to use the search and replay functions via LCR as well as to use replay

via phone, you have to create the users with the respective access rights in the

application ASC System Configuration in the Employees module. For information

about the configuration refer to the ad ministration manual User management for

tenants.



13.1.3 Configure ASC PHONEapp

If you would like to use the ASC PHONEapp, you have to configure the following modules:

• ASC PHONEapp module

– Configure phone types

– Configure basic settings

• PBX module

– Activate ASC PHONEapp configuration

– Configure PBXspecific parameters

• Phones module

– Configure the parameters for the assignment of the phone, e. g. extension, PBX phone

ID, computer name, address for replay via phone, phone type, and time slot.

For further information about the configuration refer to the administration manual Configuration

ASC PHONEapp.



14 Appendix C: Alcatel-Lucent Enterprise Communication Platform: configuration requirements

14.1 Configuration for DR-Link

14.1.1 Licenses for DR-Link: Following licenses are required:

lock 130 : to specify the type of voice recording system used. "0" if no voice recording system is connected. "1" if a Nice Systems recording system is used.

"2" for other systems (eTalk…).

lock 145 : the value must be set to the simultaneous recording requests

number (maximum 600)

14.1.2 PBX Configuration for DR-Link:

Two steps are required: Step 1: Declare the PCM2 board as a “IVR-Z30” board and do not forget to set the following parameters

“Networking recording use” to “True”.

“IVR protocol” to “No IVR Protocol”



Step 2: Create new users on this Z30 board by declaring analog sets with a physical location on this board (30 phone numbers must be defined in the Phonebook). Start from Equipment Address 1 until 30.



14.2 Configuration for IP DR-Link

14.2.1 CSTA parameters

Parameter 1 : Set to TRUE the “DR-Link on IP supported” parameter.

Parameter 2 : “End of recording on end of call” :

According to the behaviour requested by the customer, modify the value of this parameter to stop ( or not ) the recording of a device before the end of call.

This parameter is only available in IP DR-Link ( not in DR-Link )

Remark :The recording stays active until the “Stop IP Recording” is requested even

if the device becomes out of service.

1

2



14.2.2 Phone Facilities Categories parameter

The configuration parameter “Record Authorization” in Categories / Phone Facilities Categories inside the menu ‘Rights’ is affected to allow the System administrator to authorize the recording of a category of users.

14.2.3 Recording IP Logger

Declare all IP loggers thanks this menu.



14.2.4 Quality of service for IP recording parameter (IP / IP Domain)

If necessary, configure the “Quality of service for IP recording” to have a different TOS/DiffServ for recording ( in order not to disturb voice communications).

14.2.5 IP DR-Link licenses

There are two software locks related to DR-Link on IP :

lock 130 : to specify the type of voice recording system used. "0" if no voice recording system is connected. "1" if a Nice Systems recording system is used.

"2" for other systems (Verint, Retia, ASC, eTalk, ...).

lock 334 : gives the maximum IP recording flows available

14.3 Additional parameter for DR-Link & IP DR-Link:

During a system configuration it is possible to precise the quantity of maximum authorized monitoring. By default this value is set to 1000 but through ACTIS it can be increase to 3000 max



15 Appendix D: AAPP member’s escalation process

Long-term customer satisfaction is the focus of all ASC activities. Our capable service

organization supports ASC’s customers at any time. As a global player, we manage a

network of qualified technical specialists at corporate headquarters, ASC subsidiaries and

certified partners to verify that ASC customers receive a consistently high level of service -

worldwide and around the clock.

ASC's global service organization is divided into the following areas and operates

according to clearly defined processes. Its performance is continually monitored by ASC's

management.

Customer Assistance Center Customers benefit from a single point of entry into ASC’s global service

organization under a central phone number. In less than a minute, our staff is

available for questions about ASC products and solutions, registering the call in

ASC's ticket system and forwarding the incident to technical specialists at the

Technical Support Center who will process the tickets according to priority.

Technical Support Center In addition to assistance for the optimal usage of ASC’s products & solutions,

Technical Support Center handles any incidents reported either by phone or through

the ASC web-portal. ASC's ticket system tracks all customer interactions and

technical activities – the current status of an open ticket can be traced at any time.

Furthermore, our technical experts use full transparency of individual customer

environments, access to the current configuration data and the entire history since

the original installation. Solutions can often be found and fixed during the first call

by time-saving remote interventions.

Escalation Management In particularly complex cases, Escalation Management takes over the monitoring of

a ticket. Clear processes -- certified according to DIN EN ISO 9001 -- and

transparency up to ASC's executive management guarantees the effective

deployment of all required resources for a quick resolution. Only when the customer

indicates “thumbs up,” is a case closed for ASC. Findings gained during the

escalation process are used for a continuous improvement process for product

design.

Service & Maintenance After installation and commissioning, Service & Maintenance ensures that on-site

interventions take place within the agreed response times if the situation requires it

or if remote interventions are not possible due to specific restrictions in the

customer’s environment. Customized measures (e.g. replacement of hardware or

installation of software updates) will be completed depending on the problem. As

ASC’s field organization, Service & Maintenance is deployed in many countries

and available 24/7 with a multitude of highly qualified service experts. Service &

Maintenance is available both for the resolution of technical issues and periodic

precautionary maintenance to ensure smooth and continuous operation of ASC’s

equipment.



15.1 ASC World Headquarters Contact Details

Address ASC Technologies AG Seibelstrasse 2 – 4 D-63768 Hoesbach Germany

Telephone +49 6021 5001 – 0

Fax +49 6021 5001 – 310


15.2 Technical Support Center

Telephone +49 700 2727877678 (+49 700 ASCSUPPORT)

Fax +49 6021 5001 – 260





16 Appendix E: AAPP program

16.1 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 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 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.



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 http://applicationpartner.alcatel-lucent.com

16.2 Enterprise.Alcatel-Lucent.com

You can access the Alcatel-Lucent Enterprise website at this URL: http://www.enterprise.alcatel-lucent.com/

http://applicationpartner.alcatel-lucent.com/

http://www.enterprise.alcatel-lucent.com/

http://www.enterprise.alcatel-lucent.com/



17 Appendix F: AAPP Escalation process

17.1 Introduction

The purpose of this appendix is to define the escalation process to be applied by the ALE Business Partners when facing a problem with the solution certified in this document. The principle is that ALE 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 and the Application Partner, are engaged as following:

(*) The Application Partner Business Partner can be a Third-Party company or the ALE Business Partner itself



17.2 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 and the Application Partner, are engaged: Case 1: the responsibility can be established 100% on ALE side.

In that case, the problem must be escalated by the ALE Business Partner to the ALE 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 Business Partner will escalate the problem to the ALE Support Center only if

the Application Partner has demonstrated with traces a problem on the ALE side or if the Application Partner (not the Business Partner) needs the involvement of ALE

In that case, the ALE Business Partner must provide the reference of the Case Number on the Application Partner side. The Application Partner must provide to ALE the results of its investigations, traces, etc, related to this Case Number.

ALE 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 offers the “On Demand Diagnostic” service where ALE 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://applicationpartner.alcatel-lucent.com) or Enterprise Business Portal (Url: Enterprise Business Portal) web sites. IMPORTANT NOTE 2: Involvement of the ALE Business Partner is mandatory, the access to the Alcatel-Lucent Enterprise platform (remote access, login/password) being the Business Partner responsibility.

17.3 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

https://applicationpartner.alcatel-lucent.com/

https://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/products/Listing.jspx?DOCTYPE=Technical_Documentation/Interworking_Reports&RESULTSBYPAGE=25&BOXES=partner,product&OPENFOLDER=doctype.Interworking_Reports&_afPfm=2

https://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/products/Listing.jspx?DOCTYPE=Technical_Documentation/Interworking_Reports&RESULTSBYPAGE=25&BOXES=partner,product&OPENFOLDER=doctype.Interworking_Reports&_afPfm=2



maybe due to one of the Alcatel-Lucent Enterprise solutions, the ALE Business Partner opens a ticket with ALE Support and shares all trouble shooting information and conclusions that shows a need for ALE 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 offers an “On Demand Diagnostic” service where assistance will be provided for a fee.



17.4 Technical support access The ALE 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): http://applicationpartner.alcatel-lucent.com

e-Support from the ALE 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: [email protected]

Fax number: +33(0)3 69 20 85 85

Telephone numbers:

ALE Business Partners Support Center for countries:

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

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

http://applicationpartner.alcatel-lucent.com/

https://businessportal2.alcatel-lucent.com/


Documents

ALE Application Partner Program Inter-Working Report · 8.21.4 Test procedure: Not record several lines ( inbound calls ) ... The certification does not verify the functional achievement