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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.
Alcatel-Lucent Application Partner Program – Inter-working report - Edition 1- page 2/139
Copyright © ALE International 2017
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
Alcatel-Lucent Application Partner Program – Inter-working report - Edition 1- page 3/139
Copyright © ALE International 2017
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
Alcatel-Lucent Application Partner Program – Inter-working report - Edition 1- page 4/139
Copyright © ALE International 2017
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
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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
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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
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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
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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.
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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.
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3 Limits of the Technical support
For certified AAPP applications, Technical support will be provided within the scope of the features which have been certified in the InterWorking report. The scope is defined by the InterWorking report via the tests cases which have been performed, the conditions and the perimeter of the testing and identified limitations. All those details are documented in the IWR. The Business Partner must verify an InterWorking Report (see above “Validity of the InterWorking Report) is valid and that the deployment follows all recommendations and prerequisites described in the InterWorking Report.
The certification does not verify the functional achievement of the AAPP member’s application as well as it does not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.
Any possible issue will require first to be addressed and 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”).
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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
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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.
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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
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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)
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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
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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
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7 Test Result Template The results are presented as indicated in the example below:
Test Case
Id Test Case N/A OK NOK Comment
1
Test case 1
Action
Expected result
2
Test case 2
Action
Expected result
The application waits for PBX timer or phone set hangs up
3
Test case 3
Action
Expected result
Relevant only if the CTI interface is a direct CSTA link
4
Test case 4
Action
Expected result
No indication, no error message
… …
Test Case Id: a feature testing may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Test Case: describes the test case with the detail of the main steps to be executed the and the expected result N/A: when checked, means the test case is not applicable in the scope of the application OK: when checked, means the test case performs as expected NOK: when checked, means the test case has failed. In that case, describe in the field “Comment” the reason for the failure and the reference number of the issue either on 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.
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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
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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
Id Test Case N/A OK NOK Comment
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
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Test Case
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
Rec OK
8.1.4 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
Rec OK
Note:
SIP Phone is recorder in DR-Link mode.
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8.2 Internal calls
8.2.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
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.
?
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8.3 Outbound calls
8.3.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
Audio OK
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8.4 Transfer of an inbound call – Blind Transfer
8.4.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
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
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8.5 Transfer of an inbound call – Supervised Transfer
8.5.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent A
Agent A answers the call and speaks for at least 10 seconds.
Rec 1
2
Enquiry call
Agent A makes an internal call to Agent B ( the inbound call is automatically put on hold )
Agent A and Agent B are in conversation
Rec 1 (Hold) Rec 2 started
3
Transfer
Agent A transfers the inbound held call to Agent B
Rec 2 stopped
4
Transferred call
Agent B and the external party speak at least during 10 seconds before hanging-up
Rec 1
5
Check the records in the VRS
In the VRS application, check the records
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
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8.6 Transfer of an outbound call – Blind Transfer
8.6.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Agent B answers the call and speaks for at least 10 seconds before hanging-up
4
Check the records in the VRS
In the VRS application, check the records
Audio OK
Note:
R C H C
R
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8.7 Transfer of an outbound call – Supervised Transfer
8.7.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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 call
Agent A makes an internal call to Agent B ( the outbound call is automatically put on hold )
Agent A and Agent B are in conversation
3
Transfer
Agent A transfers the outbound held call to Agent B
4
Transferred call
Agent B and the external party speak at least during 10 seconds before hanging-up
5
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
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8.8 3 Way Inbound Conference Call
8.8.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent 3400
Agent A answers the call and speaks for at least 10 seconds.
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
Check the records in the VRS
In the VRS application, check the records
2 Recs (conversation) Audio OK
Note:
MODIF MANAGEMENT
Keep recording when stream is recognized
Keep/Delete Recording Control conversation
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8.9 3 Way Inbound Conference Call – The third party drops out first
8.9.1 Test Objectives
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.
8.9.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent A
Agent A answers the call and speaks for at least 10 seconds.
2
Enquiry call
Agent A makes an internal call to Agent B ( the inbound call is automatically put on hold )
Agent A and Agent B are in conversation
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
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
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8.10 3 Way Inbound Conference Call – The conferencer drops out first & second agent not recorded
8.10.1 Test Objectives
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.
8.10.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Agent B not monitored
Check that the agent B is not monitored
2
Inbound call
Make an inbound call to Agent A
Agent A answers the call and speaks for at least 10 seconds.
3
Enquiry call
Agent A makes an internal call to Agent B ( the inbound call is automatically put on hold )
Agent A and Agent B are in conversation
4
Conference
Agent A conferences the inbound held call with Agent B
5
Conferenced call
Agent A & B and the external party speak at least during 10 seconds
6
The conferencer drops out
Agent A hangs up
Agent B and the external party speak at least during 10 seconds before hanging up
7
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
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8.11 3 Way Outbound Conference Call
8.11.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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 call
Agent A makes an internal call to Agent B ( the outbound call is automatically put on hold )
Agent A and Agent B are in conversation
3
Conference
Agent A conferences the outbound held call with Agent B
4
Conferenced call
Agent A & B and the external party speak at least during 10 seconds
5
The conferencer drops out
Agent A hangs up
Agent B and the external party speak at least during 10 seconds before hanging up
6
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK (with Modif as Inbound conference call)
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8.12 3 Way Outbound Conference Call – The third party drops out first
8.12.1 Test Objectives
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.
8.12.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call
Make an outbound call to Agent A
Agent A answers the call and speaks for at least 10 seconds.
2
Enquiry call
Agent A makes an internal call to Agent B ( the outbound call is automatically put on hold )
Agent A and Agent B are in conversation
3
Conference
Agent A conferences the outbound 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
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
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8.13 3 Way Outbound Conference Call – The conferencer drops out first & second agent not recorded
8.13.1 Test Objectives
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.
8.13.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Agent B not monitored
Check that the agent B is not monitored
2
Outbound call
Make an outbound call to Agent A
Agent A answers the call and speaks for at least 10 seconds.
3
Enquiry call
Agent A makes an internal call to Agent B ( the outbound call is automatically put on hold )
Agent A and Agent B are in conversation
4
Conference
Agent A conferences the outbound held call with Agent B
5
Conferenced call
Agent A & B and the external party speak at least during 10 seconds
6
The conferencer drops out
Agent A hangs up
Agent B and the external party speak at least during 10 seconds before hanging up
7
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
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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.
8.14.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
In the VRS application, check the records
1 Rec (conversation)
Note:
Supervisor 3410 => Normal listening
Participant View: 3410 Supervisor 228286001 External Party 3400 Agent 3100 Pilot
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8.15 Contact Center : Supervised Calls : restricted intrusion
8.15.1 Test Objectives
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.
8.15.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
1 Rec (conversation) Audio OK
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8.16 Contact Center : Supervised Calls : intrusion
8.16.1 Test Objectives
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.
8.16.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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 Intrusion
A supervisor makes intrusion on the agent A during the conversation
3 End of Agent’s call
The Agent A releases the call
4
Check the records in the VRS
In the VRS application, check the records
1 Rec (conversation) Audio OK
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
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8.17 Contact Center : Supervised Calls : help
8.17.1 Test Objectives
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.
8.17.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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 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
4 End of Agent’s call
The Agent A releases the call
5
Check the records in the VRS
In the VRS application, check the records
1 Rec (conversation) Audio OK
Note:
R
C C C
Help
(rectrictive)
Agent
hangs up
Rec 3400
Rec 3410
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8.18 Contact Center : Incoming Private Calls
8.18.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check there is no record
1 Rec (conversation) Audio OK
Note: 1 Rec (conversation)
Calling Called 1st connected Phone Number
228286001 3022 3400 3 Recs (Participants view) 3022 3400 228286001
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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
8.19.1 Test Objectives
This test checks that VRS is able to selectively not record outgoing private calls.
8.19.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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
Agent A and the external caller speak during at least 10 second
3
Check the records in the VRS
In the VRS application, check there is no record
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
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8.20 Contact Center : Agent Welcome guide
8.20.1 Test Objectives
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
1 Rec (conversation) Audio OK
Note:
R H C
Call is piut on hold
during the
Presentation guide
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8.21 Business Sets : Multiline sets
8.21.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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 and the external caller speak during at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
2 Recs (conversation) Audio OK
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
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8.21.3 Test procedure: Record lines with several numbers
Test Case
Id Test Case N/A OK NOK Comment
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
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
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 and the external caller speak during at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
Audio OK
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8.21.4 Test procedure: Not record several lines ( inbound calls )
Test Case
Id Test Case N/A OK NOK Comment
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
Make an inbound call to the 1st multiline key
M answers the call
M and the external caller speak during at least 10 seconds
4
Inbound call : 2nd
call
Make an inbound call to the 2nd
multiline key
M answers the call
M and the external caller speak during at least 10 seconds
M hangs up the 2nd
call
5
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
6
Check the records in the VRS
In the VRS application, check the records
No R
No Rec due to the
black list
configured
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8.22 Business Sets : MLA Feature – secondary MLA set answers
8.22.1 Test Objectives
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
8.22.2 Test Results :
Test Case
Id Test Case N/A OK NOK Comment
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 and the external party speak during at least 10 seconds
M hangs up the call
6
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
Set M Set N
Primary MLA key
Number 1
Secondary MLA key
Number 1
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8.23 Business Sets : MLA Feature – swapping between 2 Primary MLA lines
8.23.1 Test Objectives
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
8.23.2 Test Results :
Test Case
Id Test Case N/A OK NOK Comment
1
Primary MLA key on set M
Create a Primary MLA key ( with Number 1 ) on the phone set M
Create a Primary MLA key ( with Number 2 ) on the phone set M
2
Inbound call
Make an inbound call to the MLA number 1
M answers the call on the Primary MLA key ( Number 1 )
M and the external caller speak during at least 10 seconds
3
New Inbound call
Make an inbound call to the MLA number 2
M puts on hold the 1st call
M answers the 2nd
call on the Primary MLA key ( Number 2 )
M and the external caller speak during at least 10 seconds
M hangs up
4
Retrieve the 1st
call
M retrieves the call on the Primary MLA key ( Number 1 )
M and the external party speak during at least 10 seconds
M hangs up the call
5
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
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8.24 Business Sets : MLA Feature – swapping between Primary and Secondary MLA lines
8.24.1 Test Objectives
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
8.24.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
1
Primary MLA key on set M
Create a Primary MLA key ( with Number 1 ) on the phone set M
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
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
3
New Inbound call
Make an inbound call to the MLA number 2
N puts on hold the 1st call
N answers the 2nd
call on the Primary MLA key ( Number 2 )
N and the external caller speak during at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
Recs, Audio OK
Primary MLA key
Number 2
Secondary MLA key
Number 1
Primary MLA key
Number 1
Set M
Set N
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8.25 Business Sets : SIP devices
8.25.1 Test Objectives
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
8.25.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
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8.26 Business Sets : Tandem
8.26.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Check the record in the VRS
In the VRS application, check the record
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
Id Test Case N/A OK NOK Comment
1
Management of the tandem
Create Multiline keys on the main & the secondary tandem user
Manage the tandem
2
Outbound call
Make an outbound call from the main set
The external caller answers the call
The main set and the external caller speak during at least 10 seconds before hanging up
3
Check the record in the VRS
In the VRS application, check the record
1 Rec Audio OK
Note: Direction Called OUTBOUND 3000
MAIN Set SECONDARY Set
3000 3001
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8.26.4 Test Results : Inbound call to Secondary set
Test Case
Id Test Case N/A OK NOK Comment
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 secondary set answers the call
The secondary set and the external caller speak during at least 10 seconds before hanging up
3
Check the record in the VRS
In the VRS application, check the record
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
Id Test Case N/A OK NOK Comment
1
Management of the tandem
Create Multiline keys on the main & the secondary tandem user
Manage the tandem
2
Outbound call
Make an outbound call from the secondary set
The external caller answers the call
The secondary set and the external caller speak during at least 10 seconds before hanging up
3
Check the record in the VRS
In the VRS application, check the record
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
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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 )”
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8.27 Business Sets : Remote extension
8.27.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Check the record in the VRS
In the VRS application, check the record
OK
8.27.3 Test Results : Outbound call from a remote extension
Test Case
Id Test Case N/A OK NOK Comment
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
Check the record in the VRS
In the VRS application, check the record
OK
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8.28 Beep Generation – Single Beep
8.28.1 Test Objectives
This test checks that VRS supports the generation of a single beep. ASC: Not available
8.28.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
8.29 Beep Generation – Several Beeps
8.29.1 Test Objectives
This test checks that VRS supports the generation of several beeps.
8.29.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
FEATURE NOT
AVAILABLE
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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
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9.1 Simple calls
9.1.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
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9.2 Transfer of an inbound call from Local to Remote – Blind transfer
9.2.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent 3400
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
Check the records in the VRS
In the VRS application, check the records
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
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9.3 Transfer of an inbound call from Remote to Local – Blind transfer
9.3.1 Test Objectives
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.
9.3.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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
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
5
Transferred call
Agent B answers the call and speaks for at least 10 seconds before hanging-up
Rec 3
6
Check the records in the VRS
In the VRS application, check the records
3 Recs Audio OK
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9.4 Transfer of an inbound call between 2 nodes – Blind transfer
9.4.1 Test Objectives
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.
9.4.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent A
Agent A answers the call and speaks for at least 10 seconds
Rec 1
2
Enquiry and transfer to remote node
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
Remote Agent A answers the call and speaks for at least 10 seconds
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
Agent B answers the call and speaks for at least 10 seconds before hanging-up
no Rec ? FIX => Rec 3
6
Check the records in the VRS
In the VRS application, check the records
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
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9.5 Transfer of an inbound call from Local to Remote – Supervised Transfer
9.5.1 Test Objectives
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.
9.5.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent 3400
Agent 3400 answers the call and speaks for at least 10 seconds
2
Enquiry to remote node
Agent 3400 makes a network call to Remote Agent 6400 ( the inbound call is automatically put on hold )
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
Check the records in the VRS
In the VRS application, check the records
4 Recs (conversation) Audio OK
:
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9.6 Transfer of an inbound call from Remote to Local – Supervised Transfer
9.6.1 Test Objectives
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.
9.6.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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
2
Enquiry to local node
Remote Agent A makes a network call to Agent A ( the inbound call is automatically put on hold )
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 makes an internal call to Agent B ( the inbound call is automatically put on hold )
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
Check the records in the VRS
In the VRS application, check the records
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
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9.7 Transfer of an inbound call between 2 nodes – Supervised Transfer
9.7.1 Test Objectives
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.
9.7.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to Local node
Make an inbound call to Agent A
Agent A answers the call and speaks for at least 10 seconds
2
Enquiry to Remote node
Agent A makes a network call to Remote Agent A ( the inbound call is automatically put on hold )
Agent A and Remote Agent A speak at least 10 seconds
3 Transfer
Agent A transfers the enquiry call
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
Remote 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
Check the records in the VRS
In the VRS application, check the records
5 Recs (conversation) Audio OK
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
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9.8 Transfer of an outbound call from Local to Remote – Blind transfer
9.8.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
Enquiry and transfer to remote node
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
Check the records in the VRS
In the VRS application, check the records
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
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9.9 Transfer of an outbound call from Remote to Local – Blind transfer
9.9.1 Test Objectives
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.
9.9.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from remote node
Make an outbound call from Remote Agent A
External caller answers the call and speaks for at least 10 seconds
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
Agent A answers the call and speaks for at least 10 seconds
4
Internal 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
5
Transferred call
Agent B answers the call and speaks for at least 10 seconds before hanging-up
6
Check the records in the VRS
In the VRS application, check the records
3 Recs Audio OK pb direction (indication) same 9.8
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9.10 Transfer of an outbound call between 2 nodes – Blind transfer
9.10.1 Test Objectives
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.
9.10.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from local node
Make an outbound call from Agent A
External caller answers the call and speaks for at least 10 seconds
2
Enquiry and transfer to remote node
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
Remote Agent A answers the call and speaks for at least 10 seconds
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
Agent B answers the call and speaks for at least 10 seconds before hanging-up
6
Check the records in the VRS
In the VRS application, check the records
3 Recs Audio OK pb direction (indication) same 9.8
Note:
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9.11 Transfer of an outbound call from Local to Remote – Supervised Transfer
9.11.1 Test Objectives
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.
9.11.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
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
Enquiry to remote node
Agent 3400 makes a network call to Remote Agent 6400 ( the outbound call is automatically put on hold )
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
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
Check the records in the VRS
In the VRS application, check the records
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
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9.12 Transfer of an outbound call from Remote to Local – Supervised Transfer
9.12.1 Test Objectives
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.
9.12.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from Remote node
Make an outbound call from Remote Agent A
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to local node
Remote Agent A makes a network call to Agent A ( the outbound call is automatically put on hold )
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 makes an internal call to Agent B ( the outbound call is automatically put on hold )
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
Check the records in the VRS
In the VRS application, check the records
4 Recs (conversation) Audio OK
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9.13 Transfer of an outbound call between 2 nodes – Supervised Transfer
9.13.1 Test Objectives
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.
9.13.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from Local node
Make an outbound call from Agent A
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to Remote node
Agent A makes a network call to Remote Agent A ( the outbound call is automatically put on hold )
Agent A and Remote Agent A speak at least 10 seconds
3 Transfer
Agent A transfers the enquiry call
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 outbound call is automatically put on hold )
Remote Agent A and Agent B speak at least 10 seconds
6 Transfer
Remote 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
Check the records in the VRS
In the VRS application, check the records
5 Recs (conversation) Audio OK
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9.14 3 Way Inbound Conference Call – Starting From Local to Remote
9.14.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent 3400
Agent 3400 answers the call and speaks for at least 10 seconds
2
Enquiry to remote node
Agent 3400 makes a network call to Remote Agent 6400 ( the inbound call is automatically put on hold )
Agent 3400 and Remote Agent 6400 speak at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
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
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9.15 3 Way Inbound Conference Call – Starting From Remote to Local
9.15.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
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
2
Enquiry to Local node
Remote Agent A makes a network call to Agent A ( the inbound call is automatically put on hold )
Agent A and Remote Agent A speak at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
3 Recs Audio OK
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9.16 3 Way Outbound Conference Call – Starting From Local to Remote
9.16.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
1
Outbound call from local node
Make an outbound call from Agent A
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to remote node
Agent A makes a network call to Remote Agent A ( the outbound call is automatically put on hold )
Agent A and Remote Agent A speak at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
3 Recs Audio OK
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9.17 3 Way Outbound Conference Call – Starting From Remote to Local
9.17.1 Test Objectives
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
Id Test Case N/A OK NOK Comment
1
Outbound call from Remote node
Make an outbound call from Remote Agent A
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to Local node
Remote Agent A makes a network call to Agent A ( the outbound call is automatically put on hold )
Agent A and Remote Agent A speak at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
3 Recs Audio OK
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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
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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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check there is no record
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
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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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check there is no record
In the VRS application, check the logs…
1 Rec No audio
Note: Error 19
R
C
no voice
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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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check there is no record
In the VRS application, check the logs…
Note: First call to 3400 => 1 Rec, audio OK Simultaneous call to 3401 => 1 Rec, no audio No alarm Error in the logs
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10.2 Switch Failure
10.2.1 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
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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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
Audio OK
5
New calls after the reboot
Perform new calls ( internal, inbound & outbound calls )
FIX (reconnection pb)
6
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
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
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10.3 CTI Link Failure - OTS Service Failure
10.3.1 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
Call Server 1
( Active )
TSAPI Server
ASC neo Suite
Recorder
Single
box
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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
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to A
A and the external party speak for at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
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
Perform new calls ( internal, inbound & outbound calls )
PCM recording
7
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
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
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10.4 VRS : Link Failure
10.4.1 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
ASC neo Suite
Recorder
PCM link
Call Server 1
( Active )
TSAPI Server
Single
box IP link
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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
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to A
A and the external party speak for at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
1 Rec Audio OK
6
New calls
Perform new calls ( internal, inbound & outbound calls )
7
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
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)
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10.5 TDM Logger : Link Failure
10.5.1 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
Call Server 1
( Active )
TSAPI Server
ASC neo Suite
Recorder
PCM link
Single
box IP link
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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
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to A
A and the external party speak for at least 10 seconds
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
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
2 Recs Audio OK
7
New calls
Perform a new call between A & B
8
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
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)
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10.6 Redundancy Tests : OXE in spatial redundancy
10.6.1 Test Environment
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 )
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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
Id Test Case N/A OK NOK Comment
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
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
1 Rec Audio OK
6
New calls
Perform a new inbound call to A
7
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
1 Rec Audio OK
8
Reconnection of CS1
Plug the CS1
The CS1 automatically shutdown
Check CS2=Main and CS1= Stby
9
New calls
Perform a new inbound call to A
10
Shutdown of CS2
Shutdown of CS2
CS1 becomes Main
11
End of calls
Stop the current calls
12
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
1 Rec Audio OK
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13
New calls
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
14
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
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
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10.7 Redundancy Tests : TSAPI Backup
10.7.1 Test Environment
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
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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
Id Test Case N/A OK NOK Comment
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
Make an inbound call to A
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
Stop the current calls
5
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
1 Rec Audio OK
6
New calls ( with TSAPI Backup )
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
PCM recording
7
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
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 )
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
10
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
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
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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
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10.8 Understanding of the logs files
10.8.1 Test Objectives
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
10.9.1 Test Objectives
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
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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.
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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.
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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..
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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.
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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.
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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
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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.
ð The following window appears:
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.
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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.
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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.
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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.
4. Click on the button Add.
ð The name of the server now appears in the detail view.
5. Activate the check box of the recording type VoIP recording.
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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.
ð The following window appears:
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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.
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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.
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5. To close the window, click on the button Close.
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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.
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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
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Recording Control/Key Management
Parameters Value/Description
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
Parameters Value/Description
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
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Replay
Parameters Value/Description
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
Parameters Value/Description
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
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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.
ð The following window appears:
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.
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Fig. 38: Create new PBX tab Details
3. Set the following parameters in the detail view:
Parameters Value/Description
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.
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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.
ð The following window appears:
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
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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.
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Fig. 41: PBX Integrations select PBX
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4. Select the appropriate PBX from the list of available PBXs.
5. Click on the button Add.
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.
5. Click on the button Add.
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.
8. Click on the button Save.
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.
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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.
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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.
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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
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CTIconnect module
2. Enter the following parameters:
Parameters Value/Description
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
1. Enter the following parameters:
Parameters Value/Description
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.
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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
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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.
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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.
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Fig. 53: Add extension monitor points
3. In the window Add Extension Monitor Points, enter either a whole numbering range or the
single extension.
4. Click on the button Save.
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.
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Fig. 55: Configuration step Configure recording servers
2. Set the following parameters in the tab Details:
Parameters Value/Description
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.
3. Click on the button Save.
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.
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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.
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Fig. 56: Configure addon for Genesys TServer
3. Set the following parameters in the group field CTIconnect Module:
Parameters Value/Description
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:
Parameters Value/Description
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.
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Parameters Value/Description
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
5. Click on the button Save.
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
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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.
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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.
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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”
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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.
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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
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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.
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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
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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.
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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
E-Mail [email protected]
15.2 Technical Support Center
Telephone +49 700 2727877678 (+49 700 ASCSUPPORT)
Fax +49 6021 5001 – 260
E-Mail [email protected]
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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.
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Web site The Application Partner Portal is a website dedicated to the AAPP program and where the InterWorking Reports can be consulted. Its access is free at 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/
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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
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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
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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.
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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
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