IWR-0305 Amigo QuickRecord / OXO COnnect Evolution R3 · OXO Connect Evolution Alcatel-Lucent Communication Platform release R3.0/051.001 AAPP membres application release QuickRECORD

ALE Application Partner Program – Inter-working report - Edition 1 - page 1/45

Copyright © 2018 ALE International. All rights reserved

ALE Application Partner Program Inter-Working Report

Partner: Amigo Software Application type: Voice Recording Application name: QuickRECORD Alcatel-Lucent Enterprise Platform:

OXO Connect Evolution™

The product and release listed have been tested with the Alcatel-Lucent Enterprise Communication Platform and the release specified hereinafter. The tests concern only the inter-working between the AAPP member’s product and the Alcatel-Lucent Enterprise Communication Platform. The inter-working report is valid until the AAPP member’s product issues a new major release of such product (incorporating new features or functionality), or until ALE issues a new major release of such Alcatel-Lucent Enterprise product (incorporating new features or functionalities), whichever first occurs. ALE MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE APPLICATION PARTNER PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, ALE HEREBY EXPRESSLY DISCLAIMS ANY AND ALL REPRESENTATIONS, WARRANTIES OR CONDITIONS OF ANY NATURE WHATSOEVER AS TO THE AAPP MEMBER’S PRODUCT INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE AND ALE FURTHER SHALL HAVE NO LIABILITY TO AAPP MEMBER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE. The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To view other trademarks used by affiliated

companies of ALE Holding, visit: www.al-enterprise.com/en/legal/trademarks-copyright. All other trademarks are the property of

their respective owners. The information presented is subject to change without notice. Neither ALE Holding nor any of its affiliates

assumes any responsibility for inaccuracies contained herein. © 2018 ALE International. All rights reserved.



Certification overview

Date of the certification October 2018

Alcatel-Lucent’s representative AAPP

AAPP member representative Junaid Abid Ali

Alcatel-Lucent Communication Platform

OXO Connect Evolution

Alcatel-Lucent Communication Platform release

R3.0/051.001

AAPP membres application release QuickRECORD V3.0.0.4

Application Category Voice recording

Author(s) Karthik Padmarajan Reviewer(s): Rachid Himmi Revision History Edition 1: creation of the document – October 2018

Test results

Passed

Refused Postponed

Passed with restrictions

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

IWR validity extension None



AAPP Member Contact Information

Contact name: Junaid A. Ali Title: Director Address: Jubilee House, 3 The Drive Great Warley, Bentwood Zip Code: CM 13 3FR City: Essex Country: England Phone: +44(0) 207 101 9664 Fax: Mobile Phone: +44 7441 909 309 Web site: www.amigo-software.com

Email address: [email protected]



TABLE OF CONTENTS

1 INTRODUCTION ........................................................................................................................................... 6

2 VALIDITY OF THE INTERWORKING REPORT .................................................................................... 7

3 LIMITS OF THE TECHNICAL SUPPORT ................................................................................................ 8

3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS .................................................................................... 8

4 APPLICATION INFORMATION ................................................................................................................. 9

5 TEST ENVIRONMENT ................................................................................................................................. 10

5.1 PORT MIRRORING FOR VOIP RECORDING ................................................................................................ 10 5.2 HARDWARE CONFIGURATION ................................................................................................................... 11 5.3 SOFTWARE CONFIGURATION ..................................................................................................................... 11

6 SUMMARY OF TEST RESULTS ............................................................................................................... 12

6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ............................................................................................. 12 6.2 SUMMARY OF PROBLEMS .......................................................................................................................... 12 6.3 SUMMARY OF LIMITATIONS ...................................................................................................................... 12 6.4 NOTES, REMARKS ..................................................................................................................................... 12

7 TEST RESULT TEMPLATE ....................................................................................................................... 13

8 TEST RESULTS ........................................................................................................................................... 14

8.1 RELEASE NUMBER VALIDATION ............................................................................................................... 14 8.2 GENERAL CONFIGURATION TESTS ............................................................................................................ 14 8.3 CALL RECORDING (IP) .............................................................................................................................. 15

8.3.1 Internal Basic Call ........................................................................................................................... 15 8.3.2 Internal Basic Call (Held & Retrieve) ............................................................................................. 15 8.3.3 Internal semi attended Transfer Call (call transfer by middle party) .............................................. 16 8.3.4 Internal semi attended Transfer Call (call transfer by first party)................................................... 16 8.3.5 Internal Supervised Enquiry Call (call transfer by middle party) ................................................... 17 8.3.6 Internal Supervised Enquiry Call (call transfer by first party) ........................................................ 17 8.3.7 Unmonitored Internal Basic Call (extension A is monitored and extension B is unmonitored)....... 17 8.3.8 Unmonitored Internal Basic Call (Held & Retrieve - extension A is monitored and extension B is

unmonitored) .................................................................................................................................................... 18 8.3.9 Unmonitored Internal Semi attended transfer Call (extensions A, C are monitored and extension B

is unmonitored) ................................................................................................................................................ 18 8.3.10 Unmonitored Semi attended transfer Call (extensions B, C are monitored and extension A is

unmonitored) .................................................................................................................................................... 19 8.3.11 Unmonitored Semi attended transfer Call (extensions A, B are monitored and extension C is

unmonitored) .................................................................................................................................................... 19 8.3.12 Unmonitored Supervised Transfer Call (extensions A, C are monitored and extension B is

unmonitored) .................................................................................................................................................... 20 8.3.13 Unmonitored Supervised Transfer Call (extensions B, C are monitored and extension A is

unmonitored) .................................................................................................................................................... 20 8.3.14 Unmonitored Supervised Transfer Call (extensions A, B are monitored and extension C is

unmonitored) .................................................................................................................................................... 21 8.3.15 External Inbound Basic Call ............................................................................................................ 21 8.3.16 External Outbound Basic Call ......................................................................................................... 22 8.3.17 External Inbound Basic Call (Held & Retrieve) .............................................................................. 22 8.3.18 External Outbound Basic Call (Held & Retrieve)............................................................................ 22 8.3.19 External Inbound Semi attended Transfer Call ................................................................................ 23 8.3.20 External Outbound Semi attended transfer Call .............................................................................. 23 8.3.21 External Inbound Supervised Enquiry Call ..................................................................................... 24 8.3.22 External Outbound Supervised Enquiry Call ................................................................................... 24 8.3.23 External Inbound Call through ACD ............................................................................................... 25 8.3.24 External Inbound Call through ACD (Held & Retrieve) ................................................................. 25 8.3.25 External Inbound Call through ACD (Semi attended transfer) ........................................................ 25 8.3.26 External Inbound Call through ACD (Supervised Transfer) ........................................................... 26

8.4 RECORDING FILTERS FOR IP ..................................................................................................................... 27 8.4.1 General Recording Filter Tests ........................................................................................................ 27

8.5 SEARCH CALLS ......................................................................................................................................... 27 8.5.1 General Search Calls Tests .............................................................................................................. 27

8.6 RECORDED CALLS VERIFICATION ............................................................................................................. 28 8.6.1 General Recorded Calls Verification Tests ...................................................................................... 28

8.7 NETWORK RELATED TEST CASES FOR IP HANDSETS ................................................................................ 28 8.7.1 Disable Network card for which LAN access is configured ............................................................. 28 8.7.2 Disable Network card for which Port Mirroring is configured ....................................................... 29 8.7.3 Disconnect OXO Connect Evolution from the LAN ......................................................................... 29



8.7.4 If call is in progress and OXO Connect Evolution is being restarted .............................................. 30 8.7.5 If call is in progress and Extension is set to out of order service .................................................... 30

9 APPENDIX A: AAPP MEMBER’S APPLICATION DESCRIPTION .................................................... 31

10 APPENDIX B: CONFIGURATION REQUIREMENTS OF THE AAPP MEMBER’S

APPLICATION ..................................................................................................................................................... 37

10.1 CONFIGURATION POINTS .......................................................................................................................... 37

11 APPENDIX C: ALCATEL-LUCENT COMMUNICATION PLATFORM: CONFIGURATION

REQUIREMENTS................................................................................................................................................. 38

12 APPENDIX D: AAPP MEMBER’S ESCALATION PROCESS ........................................................... 39

13 APPENDIX E: AAPP PROGRAM .......................................................................................................... 40

13.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)................................................................ 40 13.2 ENTERPRISE.ALCATEL-LUCENT.COM ....................................................................................................... 41

14 APPENDIX F: AAPP ESCALATION PROCESS .................................................................................. 42

14.1 INTRODUCTION ......................................................................................................................................... 42 14.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT .................................................................... 43 14.3 ESCALATION IN ALL OTHER CASES ............................................................................................................ 44 14.4 TECHNICAL SUPPORT ACCESS ................................................................................................................... 45



1 Introduction This document is the result of the certification tests performed between the AAPP member’s application and Alcatel-Lucent Enterprise’s platform. It certifies proper inter-working with the AAPP member’s application. Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to on-going product improvements and revisions, ALE International cannot guarantee accuracy of printed material after the date of certification nor can it accept responsibility for errors or omissions. Updates to this document can be viewed on:

- the Technical Support page of the Enterprise Business Portal (https://businessportal.alcatel-lucent.com) in the Application Partner Interworking Reports corner (restricted to Business Partners)

- the Application Partner portal (https://www.al-enterprise.com/en/partners/aapp) with free access.

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

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

https://www.al-enterprise.com/en/partners/aapp



2 Validity of the InterWorking Report This InterWorking report specifies the products and releases which have been certified. This inter-working report is valid unless specified until the AAPP member issues a new major release of such product (incorporating new features or functionalities), or until ALE International issues a new major release of such Alcatel-Lucent Enterprise product (incorporating new features or functionalities), whichever first occurs. A new release is identified as following:

a “Major Release” is any x. enumerated release. Example Product 1.0 is a major product release.

a “Minor Release” is any x.y enumerated release. Example Product 1.1 is a minor product release

The validity of the InterWorking report can be extended to upper major releases, if for example the interface didn’t evolve, or to other products of the same family range. Please refer to the “IWR validity extension” chapter at the beginning of the report.

Note 1: The InterWorking report becomes automatically obsolete when the mentioned product releases are end of life.

Note 2: The renewal of the interoperability test (certification) is under the responsibility of the partner except if the certification fee is included in the program fee (e.g. “Application Partner” membership level) in this case ALE will schedule a new certification every two year



3 Limits of the Technical support

For certified AAPP applications, Technical support will be provided within the scope of the features which have been certified in the InterWorking report. The scope is defined by the InterWorking report via the tests cases which have been performed, the conditions and the perimeter of the testing and identified limitations. All those details are documented in the IWR. The Business Partner must verify an InterWorking Report (see above “Validity of the InterWorking Report) is valid and that the deployment follows all recommendations and prerequisites described in the InterWorking Report.

The certification does not verify the functional achievement of the AAPP member’s application as well as it does not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.

Any possible issue will require first to be addressed and analysed by the AAPP member before being escalated to ALE International. Access to technical support by the Business Partner requires a valid ALE maintenance contract For details on all cases (3

rd party application certified or not, request outside the scope of this IWR,

etc.), please refer to Appendix F “AAPP Escalation Process”.

3.1 Case of additional Third party applications

In case at a customer site an additional third party application NOT provided by ALE International is included in the solution between the certified Alcatel-Lucent Enterprise and AAPP member products such as a Session Border Controller or a firewall for example, ALE International will consider that situation as to that where no IWR exists. ALE International will handle this situation accordingly (for more details, please refer to Appendix F “AAPP Escalation Process”).



4 Application information Application commercial name: QuickRECORD Application version: 3.0.0.4 Interface type: CSTA

Brief application description:

QuickRECORD is a telephone voice recorder suite of applications which is targeted at the small to

medium sized enterprise business. It works exclusively with the Alcatel-Lucent OXO, and is usually installed in business of less than 200 extensions. For IP handsets there is a software only solution.



5 Test environment Figure 1 Test environment

5.1 Port Mirroring For VoIP Recording

For QuickRECORD to record VoIP extensions successfully you will need to ensure that VOIP traffic is being

sent to the Windows PC on LAN port 2.

The following provides an explanation of how port mirroring works and should be implemented.

However, due to the infinite number of managed switches, this does not provide exact step by step

instructions on how to add port mirroring to your switch.

What is Port Mirroring?

Port Mirroring, also known as Port Spanning, is available on most managed switches to send a copy of

all network packets seen on one switch port, to another switch port

How do we Mirror traffic for QuickRECORD? There are two methods available to monitor the VOIP traffic on your network.

1. The first, and most popular method, is to mirror inbound and outbound traffic from a single port,

to which your OXO Connect Evolution is connected. This is typically used to monitor “External to

Internal” & “Internal to External” calls, but will not enable the system to record “Extension to

Extension.

2. The second is to mirror traffic on multiple ports, where each port is connected to an IP Phone.

This is typically used to monitor all extensions rather than the OXO Connect Evolution box, so

that calls made “between” extensions can also be recorded. Using this method means that you

will NOT need to mirror the OXO Connect Evolution port because all calls will be recorded at

the IP Phone.



Warning! - Duplicate Network Packets. Duplicate network packets will severely affect the QuickRECORD product, causing issues such a slow speech. If such issues are experienced we recommend you review the network.

5.2 Hardware configuration

OXO Connect Evolution: o OXO Connect evolution (IP box ) o SIP trunk simulated between OXOs o Managed Switch o IPTouch sets 8XX8 series o SIP hard phone

5.3 Software configuration

Alcatel-Lucent Communication Platform: OXO Connect Evolution R 3.0/051.001

Partner Application : Quick RECORD Version 3.0.0.4



6 Summary of test results

6.1 Summary of main functions supported

Call recording.

Call monitoring.

6.2 Summary of problems

None

6.3 Summary of limitations DECT phone recording is not supported.

6.4 Notes, remarks For OXO connect evolution the application supports recording only via the port mirroring.

So the phones have to be basically connected to the switch where port mirroring is connected.

For SIP trunk recording test cases we used network call between two OXOs. Both the OXOs

were connected to the port mirrored switch.

We did not use a real SIP trunk solution to test the trunk related test cases.



7 Test Result Template The results are presented as indicated in the example below:

Test Case Id

Test Case N/A OK NOK Comment

1

Test case 1

Action

Expected result

2

Test case 2

Action

Expected result

The application waits for PBX timer or phone set hangs up

3

Test case 3

Action

Expected result

Relevant only if the CTI interface is a direct CSTA link

4

Test case 4

Action

Expected result

No indication, no error message

… …

Test Case Id: a feature testing may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Test Case: describes the test case with the detail of the main steps to be executed the and the expected result N/A: when checked, means the test case is not applicable in the scope of the application OK: when checked, means the test case performs as expected NOK: when checked, means the test case has failed. In that case, describe in the field “Comment” the reason for the failure and the reference number of the issue either on Alcatel-Lucent side or on AAPP member side Comment: to be filled in with any relevant comment. Mandatory in case a test has failed especially the reference number of the issue.



8 Test Results

8.1 Release Number Validation

Test Objectives To ensure all software applications & components are labelled with the correct release number. Test Results

Test Case Id


1

Admin Portal Web Portal is labelled with the correct release

number and copyright for all pages of Web

8.2 General Configuration Tests

Test Objectives To test that the basic system components can be added, amended & deleted accordingly. Test Results

Test Case Id


GC1

System Defaults Add Server IP

Verify all the options in "System Settings"

section

Verify all the options in "Recorder Settings"

section

Configure SMTP and check by sending email

through recorder

Verify all success and error messages

Select NIC for monitoring RTP Traffic

Change the Date Format and check its change

in the call details in Recorded calls verification

page

Change the Recording Type such as WAV,

GSM610 & MP3 and check recording

GC2

PBX Settings Add, Edit, Delete PBX (Media Connector)


Verify the functionality of all buttons on PBX

page such as ‘Save’ , ‘Cancel’, ‘Update’ , ‘Edit’ ,

‘Delete’.

GC3

Extensions (Media object) Add, Edit, Delete an IP Extension

Verify ‘Enable recording’ type with IP.

Verify ‘Import extensions' and ‘Export

Extensions' functionality and contents


Verify the functionality of all buttons such as

‘Save’ , ‘Cancel’, ‘Update’ , ‘Edit’ , ‘Delete’

Export the extensions and delete them from the

QuickRECORD and then import the exported

extensions.

GC4

Teams Add, Edit, Delete a Team






Creation, Deletion and Modification of multiple

teams

GC5

Agents Add, Edit, Delete an Agent

Assign multiple ‘Teams’ to an agent

Assign 'Extension' to an agent

Add a ‘Recording Rule’ for a created Extension

And update

Verify ‘Import agent’ and ‘Export agent’

functionality




Creation of a Configuration manager.

Creation of an Extension As ‘Team Supervisor’

Search an agent with different field names by

selecting different criteria

Login the Added Agent, Supervisor or

Configuration Manager, check options available

on the page and check their functionality.

Enable Record on Demand for an Extension

And select any of the two options from drop

down menu and check its functionality.

Enable Pause/Resume for an Extension And

check its functionality.

GC6

Recording Server Recording Server starts successfully

Verification of the QuickRECORD Server using

admin login

Verification of the "start" and "stop" function of

recording server

8.3 Call Recording (IP)

8.3.1 Internal Basic Call

Test Objectives To make ‘Internal’ basic calls between monitored IP extensions and ensure that the calls are recorded Test Results

Test Case Id


IBC1

Internal Basic Audio call Make an internal call from Extension A to

Extension B

Extension B answers the call and speaks for at

least 10 seconds before hanging-up.

IBC2

Check the records in QuickRECORD

In QuickRECORD application, check the

records

8.3.2 Internal Basic Call (Held & Retrieve)

Test Objectives To make ‘Internal’ Basic calls between monitored IP extensions and ensure that the calls are recorded Test Results

Test Case Id


IBC1

Internal Basic Audio call Make an internal call from Extension A to

Extension B




least 10 seconds.

IBC2

Call hold & retrieve Extension A puts the call on hold for 5 seconds

Extension A retrieves the call and speaks for

10 seconds before hanging up.

IBC 3



records

The call hold time is chopped off in the call recording.

8.3.3 Internal semi attended Transfer Call (call transfer by middle party)

Test Objectives To make ‘Internal’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


IBT1

Internal Semi attended transfer Audio call Make an internal call from Extension A to

Extension B


least 10 seconds

IBT2

Enquiry and Transfer Extension B makes a new call to Extension C

(Extension A is put on hold automatically)

Extension B transfers the calls to Extension C

IBT3

Transferred Call Extension C answers the call and speaks for at

least 10 seconds before hanging up.

IBT4


In QuickRECORD application, check the records In total Four calls are shown for this scenarios. Call recording is fine.

8.3.4 Internal semi attended Transfer Call (call transfer by first party)

Test Objectives To make ‘Internal’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


IBT1

Internal Semi attended transfer Audio call Make an internal call from Extension A to

Extension B


least 10 seconds

IBT2

Enquiry and Transfer Extension A makes a new call to Extension C

(Extension B is put on hold automatically)

Extension A transfers the calls to Extension C

IBT3



IBT4


In QuickRECORD application, check the records In total four calls are shown for this scenarios. Call recording is fine.



8.3.5 Internal Supervised Enquiry Call (call transfer by middle party)

Test Objectives To make ‘Internal’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


ISE1

Internal Supervised Transfer Audio call Make an internal call from Extension A to

Extension B


least 10 seconds

ISE2

Enquiry Call Extension B makes a new call to Extension C

(Extension A is put on hold automatically)

Extension C answers the call and speaks for at

least 10 seconds with Extension B

ISE3 Transfer

Extension B transfers the call to Extension A

ISE4

Transferred Call Extension A and Extension C speak for at least

10 seconds before hanging up. In total Six calls are shown for this scenarios. Call recording is fine.

ISE5



records

8.3.6 Internal Supervised Enquiry Call (call transfer by first party)

Test Objectives To make ‘Internal’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


ISE1

Internal Supervised Transfer Audio call Make an internal call from Extension A to

Extension B


least 10 seconds

ISE2

Enquiry Call Extension A makes a new call to Extension C


Extension C answers the call and speaks for at

least 10 seconds with Extension A

ISE3 Transfer

Extension A transfers the call to Extension B

ISE4

Transferred Call Extension B and Extension C speaks for at

least 10 seconds before hanging up. In total Six calls are shown for this scenarios. Call recording is fine.

ISE5



records

8.3.7 Unmonitored Internal Basic Call (extension A is monitored and extension B is unmonitored)

Test Objectives



To make ‘Unmonitored’ Basic calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


UIB1

Unmonitored Basic Audio call Make an internal call from Extension A to

Extension B



UIB2



records

8.3.8 Unmonitored Internal Basic Call (Held & Retrieve - extension A is monitored and extension B is unmonitored)

Test Objectives To make ‘Unmonitored’ Basic calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


IBC1

Unmonitored internal Basic Audio call Make an internal call from Extension A to

Extension B


least 10 seconds.

IBC2




IBC 3



records

Hold period is chopped off in the recorded call

8.3.9 Unmonitored Internal Semi attended transfer Call (extensions A, C are monitored and extension B is unmonitored)

Test Objectives To make ‘Unmonitored’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


UIBT1

Unmonitored Semi attended transfer Audio call Make an internal call from Extension A to

Extension B


least 10 seconds

UIBT2




UIBT3





UIBT4



records

Four calls records are recorded for this scenario

8.3.10 Unmonitored Semi attended transfer Call (extensions B, C are monitored and extension A is unmonitored)


Test Case Id


UIBT1


Extension B


least 10 seconds

UIBT2




UIBT3



UIBT1


Extension B


least 10 seconds

UIBT4



records

Four call records are recorded for this scenario

8.3.11 Unmonitored Semi attended transfer Call (extensions A, B are monitored and extension C is unmonitored)


Test Case Id


UIBT1


Extension B


least 10 seconds

UIBT2




UIBT3



UIBT1


Extension B




least 10 seconds

UIBT4



records

Four call records are recorded for this scenario

8.3.12 Unmonitored Supervised Transfer Call (extensions A, C are monitored and extension B is unmonitored)

Test Objectives To make ‘Unmonitored’ Supervised Transfer calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


UST1

Unmonitored Supervised Transfer Audio call Make an internal call from Extension A to

Extension B


least 10 seconds

UST2



Extension A and Extension C are in

conversation

UST3 Transfer


UST4

Transferred Call Extension B and Extension C speaks for at least


UST5


In QuickRECORD application, check the records

8.3.13 Unmonitored Supervised Transfer Call (extensions B, C are monitored and extension A is unmonitored)


Test Case Id


UST1


Extension B


least 10 seconds

UST2




conversation

UST3 Transfer


UST4 Transferred Call

Extension B and Extension C speaks for at least




UST5



8.3.14 Unmonitored Supervised Transfer Call (extensions A, B are monitored and extension C is unmonitored)


Test Case Id


UST1


Extension B


least 10 seconds

UST2




conversation

UST3 Transfer


UST4

Transferred Call Extension B and Extension C speaks for at least


UST5


In QuickRECORD application, check the records Six calls are recorded and recording is fine

8.3.15 External Inbound Basic Call

Test Objectives To make ‘External’ basic call to a monitored IP extension and ensure that the call is recorded as expected Test Results

Test Case Id


EIB1

External inbound Basic Audio call Make an external inbound call to Extension A

Extension A answers the call and speaks for at


EIB 2



records

SIP trunk call was tested for external inbound scenario



8.3.16 External Outbound Basic Call

Test Objectives To make ‘External’ basic call from a monitored IP extension and ensure that the call is recorded as expected Test Results

Test Case Id


EOB1

External outbound Basic Audio call Make an external outbound call from Extension

A

External party answers the call and speaks for

at least 10 seconds before hanging-up.

EOB2



records

SIP trunk call was tested for external outbound scenario

8.3.17 External Inbound Basic Call (Held & Retrieve)

Test Objectives To make ‘External’ basic call to a monitored IP extension and ensure that the call is recorded as expected Test Results

Test Case Id


EIB1

External inbound Basic Audio call Make an external inbound call to Extension A



EIB2




EIB3



records

Recorded external SIP call contains the music on hold.

8.3.18 External Outbound Basic Call (Held & Retrieve)

Test Objectives To make ‘External’ basic call from a monitored IP extension and ensure that the call is recorded as expected. Test Results

Test Case Id


EOB1

External outbound Basic Audio call Make an external outbound call from Extension

A


at least 10 seconds before hanging-up.

EOB2






EOB3

Check the records in Quick RECORD

In Quick RECORD application, check the

records

Record call contains the hold period also but it is blank without any tone.

8.3.19 External Inbound Semi attended Transfer Call

Test Objectives To make ‘External’ Semi attended transfer call to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


EIBT1

External Semi attended transfer Audio call Make an external inbound call to Extension A


least 10 seconds

EIBT2

Enquiry and Transfer Extension A makes a new call to Extension B

(External party is put on hold automatically)

Extension A transfers the calls to Extension B

EIBT3

Transferred Call Extension B answers the call and speaks for at


EIBT4


In QuickRECORD application, check the records Two calls were recorded in this scenario and recording is fine

8.3.20 External Outbound Semi attended transfer Call

Test Objectives To make ‘External’ Semi attended transfer call to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


EIBT1

External Semi attended transfer Audio call Make an external outbound call from Extension

A

External party answers the call and speaks for at

least 10 seconds.

EIBT2

Enquiry and Transfer Extension A makes a new call to Extension B


Extension A transfers the calls to Extension B

EIBT3

Transferred Call Extension B answers the call and speaks for at


EIBT4


In QuickRECORD application, check the records Two calls were recorded in this scenario and recording is fine.



8.3.21 External Inbound Supervised Enquiry Call

Test Objectives To make ‘External’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


EISE1

External Supervised Transfer Audio call Make an external inbound call to Extension A


least 10 seconds

EISE2

Enquiry Call Extension A makes a new call to Extension B




EISE3 Transfer


EISE4

Transferred Call External party and Extension B speaks for at


EISE5



records

Four calls were recorded in this scenario and recording is fine.

8.3.22 External Outbound Supervised Enquiry Call

Test Objectives To make ‘External’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


EOSE1

External Supervised Transfer Audio call Make an external outbound call from Extension

A


at least 10 seconds

EOSE 2

Enquiry Call Extension A makes a new call to Extension B




EOSE3 Transfer


EOSE4

Transferred Call External party and Extension B speaks for at


EOSE5



records

Four calls were recorded in this scenario and recording is fine.



8.3.23 External Inbound Call through ACD

Test Objectives To make ‘ACD Inbound’ calls to an IP extension and ensure that the calls are recorded Test Results

ID Test Case N/A OK NOK Comment

EIC1

ACD Inbound Audio call Make an external inbound call to Agent A (Call is

routed through pilot distribution - ACD).

Agent A answers the call and speaks for at least

10 seconds before hanging-up

EIC 2 Check the records in QuickRECORD


8.3.24 External Inbound Call through ACD (Held & Retrieve)

Test Objectives To make ‘ACD Inbound’ calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


EIBC1

ACD Inbound Audio call Make an external inbound call to Agent A (Call

is routed through pilot distribution - ACD).

Agent A answers the call and speaks for at

least 10 seconds before hanging-up

EIBC2

Call hold & retrieve Agent A puts the call on hold for 5 seconds

Agent A retrieves the call and speaks for 10

seconds before hanging up.

EIBC 3



records

8.3.25 External Inbound Call through ACD (Semi attended transfer)

Test Objectives To make ‘ACD Inbound’ Semi attended transfer calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


EIBT1

ACD Inbound Audio call Make an external inbound call to Agent A (Call is

routed through pilot distribution - ACD).



EIBT2

Enquiry and Transfer Agent A makes a new call to Agent B (External

party is put on hold automatically)

Agent A transfers the calls to Agent B



EIBT3

Transferred Call Agent B answers the call and speaks for at least


EIBT4


In QuickRECORD application, check the records Two calls for semi attended transfer and recording is fine

8.3.26 External Inbound Call through ACD (Supervised Transfer)

Test Objectives To make ‘ACD Inbound’ Supervised Enquiry calls to an IP extension and ensure that the calls are recorded Test Results

Test Case Id


EIC1

ACD Inbound Audio call Make an external inbound call to Agent A (Call

is routed through pilot distribution - ACD).



EIC2

Enquiry and Transfer Agent A makes a new call to Extension B


Agent B answers the calls and speaks to Agent

A for 10 seconds.

EIC3 Transfer

Agent A transfers the call to Agent B

EIC4

Transferred Call Agent B and External party speaks for at least


EIC5



records

Four calls recorded and recording is fine.



8.4 Recording Filters for IP

8.4.1 General Recording Filter Tests

Test Objectives To set valid filters that are designed to ignore or record specific calls and to check that the calls are recorded/not recorded as per defined rules. Test Results

Test Case Id


RF1

Recording Filter (IP) Creation of the agent with recording rule with

different options like 'Ignore' and ‘Record’ and

check the recorder's behaviour

Deletion of the agent recording rule and

checking the behaviour of Recorder

Verification of the agent's recording rule for

success and error messages

Setting the Default recording action as

Recording directions both, Inbound and

Outbound

Setting the Default recording action as ignore

and putting a recording rule for Record by

using different criteria

Setting the Default recording action as record

and putting a recording rule for ignore by using

different criteria

Deletion of a system level recording rule


RF2



records

8.5 Search Calls

8.5.1 General Search Calls Tests

Test Objectives To Search the recorded calls with different criteria's Test Results

Test Case Id


SC1

Search Calls Validate the functionality of Search calls.

Verify all the criteria of call Date and Time

Check all the other search criteria and verify the

search results

Verify the functionality of Count Results buttons

Verify the basic functionality of "Save Search"

by save, delete and search using ‘saved

searches’

Verify the results by changing the values in the

“Results per page” and in the “Show” text box

Search the calls with Supervisor and Agents

Searching the Results per page with the field

name as "10/20/30/40/50"



8.6 Recorded Calls Verification

8.6.1 General Recorded Calls Verification Tests

Test Objectives To verify different options of recorded calls Verification Test Results

Test Case Id


RCV1

Recorded Calls Verification Verify the list of Records - display of contents

with page options - 10/20/30/40/50

Verify the list of calls for all relevant icons and

details

Verify the function of mouse click options -

"Play", "play All", "Play Selected", "Download

CDR" , "Download File" , "Email File" , "Do not

Archive" , "Can be Archived"

Verify the Playback of "Normal Call" (Audio Call)

and verify their details

Verify all Options for Notes

Verify the Flag set options for a Recorded Call.

Verify the functionality for all options in the

player

Verify the click on "View Report" link and the

Caption and page details information on the

Report

Verify the Report generated for display of Call

details and Date format as Specified in

Recorder settings.

Add Notes and Flags during call play

Play the calls in different options in the player

WAV, GSM610 and MP3

Play the calls after download on different

players and machines for all calls (Audio Call)

Play audio calls having more than 5 minutes

duration using domain user on windows-7 64 bit

Listen the voice quality for all the IP calls

Play the calls from Agent/ Supervisor page and

verify all options

8.7 Network Related Test Cases for IP Handsets

8.7.1 Disable Network card for which LAN access is configured

Test Objectives To ensure that QuickRECORD application should reconnect and continue working as expected. Test Results

Test Case Id

Test Case N/A OK NOK

Comment

NR1

Disable Network Card with LAN access

The QuickRECORD application is configured and is in

running mode.

Make a call from Extension A to Extension B

Extension B answers the call and is in conversation with

Extension A

Disable the Network Card after 10 seconds

Enable the Network Card after 2 minutes of its disconnection

QuickRECORD reconnects itself with PBX automatically

QuickRECORD records the on-going call till the point

network was connected.



8.7.2 Disable Network card for which Port Mirroring is configured


Test Case Id


DPMC1

Disable network card with Port Mirroring enabled

The QuickRECORD application is configured

and is in running mode.


Extension B answers the call and is in

conversation with Extension A

Disable the Network Card after 10 seconds

Enable the Network Card after 2 minutes of its

disconnection

QuickRECORD automatically re-monitors the

network card for RTP traffic

QuickRECORD records the on-going call till

the point network was connected.

8.7.3 Disconnect OXO Connect Evolution from the LAN


Test Case Id


DIB1

Disconnect OXO Connect Evolution from LAN






Disconnect OXO Connect Evolution from the

LAN

Make OXO Connect Evolution accessible over

LAN after 2 minutes of disconnection

QuickRECORD reconnects itself with PBX

QuickRECORD records the on-going call till the

point network was connected.



8.7.4 If call is in progress and OXO Connect Evolution is being restarted


Test Case Id


RIB1

If call is in progress and OXO Connect Evolution is being restarted






Restart the OXO Connect Evolution box

QuickRECORD reconnects itself with PBX


point box was accessible over LAN

8.7.5 If call is in progress and Extension is set to out of order service

Test Objectives To ensure that QuickRECORD Application should continue recording the calls for the extension Test Results

Test Case Id


OOS1

If call is in progress and Extension is set to out of order service






While the call is in progress, set the extension A

to out of order service by unplugging its cable


point cable was connected.

Put the extension in service after 2 minutes

Make another call from Extension A to

Extension B



Extension B ends the call after 10 seconds.

QuickRECORD server records the call for

Extension A



9 Appendix A: AAPP member’s Application description

QuickRECORD is a telephone voice recorder suite of applications which is targeted at the small to

medium sized enterprise business. It works exclusively with the Alcatel-Lucent OXO Connect Evolution, and is usually installed in business of less than 200 extensions. For IP handsets there is a software only solution. Recording Types

Full IP Recording Recording options

Filtered Recording ( Specify which calls should be recorded/ignored ) The installer must ensure that the customer’s environment FULLY meets the specifications outlined in the Amigo QuickSUITE Hardware & Software configuration guide. Failing to meet the requirements may result in the solution not being supported. Installation should only be performed remotely or on site by Amigo Software. Alcatel-Lucent registered Business partners may perform installation providing Amigo has been informed so that supervision can be provided if required. Before Installing QuickRECORD, the steps outlined in the QuickSUITE Configuration Guide must be performed. Installation of the QuickRECORD solutions must be performed using the QuickRECORD Installation Guide to ensure that all necessary steps are implemented successfully. Access to QuickRECORD Homepage (web interface) 1. Open a web browser (Chrome, Internet Explorer) 2. Enter QuickSUITE address http://<<localhost or IP>>/QuickSUITE/Login.aspx 3. Enter the administrator login “admin” 4. Enter the administrator password (default password is admin) 5. Once logged in successfully, main applications dashboard of QuickSUITE will be shown. 6. Select QuickRECORD from all the listed Amigo QuickSUITE Applications.



Once QuickRECORD is selected from QuickSUITE, QuickRECORD Administration search calls page will be shown as the first page (as shown below).

Once the search button is clicked the recorded calls will be shown as below.



Add Media Connector Add the media connector from QuickSUITE page as below

Add Media Object Add the media connector from QuickSUITE page as below



Edit extension settings

System Defaults System admins can update the required configurations in “System Defaults”.

Teams Multiple teams can be created as below



Agents Agent will be added from QuickSUITE page as below

Associate the team and extension to an agent.

Service Start / Stop from Web Interface Central Telephony service and QuickRECORD Service can be started and stopped from the web interface without the need to go to Windows Services Control Panel. Central Telephony service must be started before starting the QuickRECORD Service.



Image: Service “Stopped”

Image: Services “Started”.



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

10.1 Configuration Points

Below is a summary of the configuration actions necessary to get QuickRECORD up and running.

General Configuration

Install Windows 7/10 Professional 64Bit PC and ensure it is licensed & activated

Configure the PC According to the QuickRECORD Installation guide

Install & Configure QuickRECORD - Configure OXO Connect Evolution IP Address

- Configure System Defaults

- Configure Recording Filters

Recording Configuration

Recording Method Action

IP recording - Configure Port Mirroring

- Configure QuickRECORD for VoIP Recording

- Configure QuickRECORD Extensions for IP Recording



11 Appendix C: Alcatel-Lucent Communication Platform: configuration requirements

CSTA

The OXO Connect Evolution must have CSTA installed and working.

Details of the CSTA Pack can be found below:

PRODUCT CODE - 3EH03328AA

Software licence OXO Connect Evolution rich communication edition, application interface

open pack. (Tapi 2.1, CSTA Desktop and Server) - ON



12 Appendix D: AAPP member’s escalation process

Client’s support process:

Support for L1 can be achieved by contacting our team using email: [email protected].

For L2/L3 customer can directly contact support team using number +44 (0) 207 101 9664

The resolution time for the occurred issue is dependent on the severity level and agreed SLA’s

with the customer. *remote access may be needed depending on the nature of the issue.

mailto:[email protected]



13 Appendix E: AAPP program

13.1 Alcatel-Lucent Application Partner Program (AAPP)

The Application Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel-Lucent Enterprise's product family. The program provides tools and support for developing, verifying and promoting compliant third-party applications that complement Alcatel-Lucent Enterprise's product family. ALE International facilitates market access for compliant applications. The Alcatel-Lucent Application Partner Program (AAPP) has two main objectives:

Provide easy interfacing for Alcatel-Lucent Enterprise communication products: Alcatel-Lucent Enterprise's communication products for the enterprise market include infrastructure elements, platforms and software suites. To ensure easy integration, the AAPP provides a full array of standards-based application programming interfaces and fully-documented proprietary interfaces. Together, these enable third-party applications to benefit fully from the potential of Alcatel-Lucent Enterprise products.

Test and verify a comprehensive range of third-party applications: to ensure proper inter-working, ALE International tests and verifies selected third-party applications that complement its portfolio. Successful candidates, which are labelled Alcatel-Lucent Enterprise Compliant Application, come from every area of voice and data communications.

The Alcatel-Lucent Application Partner Program covers a wide array of third-party applications/products designed for voice-centric and data-centric networks in the enterprise market, including terminals, communication applications, mobility, management, security, etc.



Web site The Application Partner Portal is a website dedicated to the AAPP program and where the InterWorking Reports can be consulted. Its access is free at https://www.al-enterprise.com/en/partners/aapp

13.2 Enterprise.Alcatel-Lucent.com

You can access the Alcatel-Lucent Enterprise website at this URL: https://www.al-enterprise.com


https://www.al-enterprise.com/



14 Appendix F: AAPP Escalation process

14.1 Introduction

The purpose of this appendix is to define the escalation process to be applied by the ALE International Business Partners when facing a problem with the solution certified in this document. The principle is that ALE International Technical Support will be subject to the existence of a valid InterWorking Report within the limits defined in the chapter “Limits of the Technical support”. In case technical support is granted, ALE International and the Application Partner, are engaged as following:

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



14.2 Escalation in case of a valid Inter-Working Report

The Interworking Report describes the test cases which have been performed, the conditions of the testing and the observed limitations. This defines the scope of what has been certified. If the issue is in the scope of the IWR, both parties, ALE International and the Application Partner, are engaged: Case 1: the responsibility can be established 100% on ALE International side.

In that case, the problem must be escalated by the ALE Business Partner to the ALE International Support Center using the standard process: open a ticket (eService Request –eSR)

Case 2: the responsibility can be established 100% on Application Partner side.

In that case, the problem must be escalated directly to the Application Partner by opening a ticket through the Partner Hotline. In general, the process to be applied for the Application Partner is described in the IWR.

Case 3: the responsibility can not be established.

In that case the following process applies:

The Application Partner shall be contacted first by the Business Partner (responsible for the application, see figure in previous page) for an analysis of the problem.

The ALE International Business Partner will escalate the problem to the ALE International

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

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

ALE International reserves the right to close the case opened on his side if the investigations made on the Application Partner side are insufficient or do not exist.

Note: Known problems or remarks mentioned in the IWR will not be taken into account. For any issue reported by a Business Partner outside the scope of the IWR, ALE International offers the “On Demand Diagnostic” service where ALE International will provide 8 hours assistance against payment . IMPORTANT NOTE 1: The possibility to configure the Alcatel-Lucent Enterprise PBX with ACTIS quotation tool in order to interwork with an external application is not the guarantee of the availability and the support of the solution. The reference remains the existence of a valid InterWorking Report. Please check the availability of the Inter-Working Report on the AAPP (URL: https://www.al-enterprise.com/en/partners/aapp) or Enterprise Business Portal (Url: Enterprise Business Portal) web sites. IMPORTANT NOTE 2: Involvement of the ALE International Business Partner is mandatory, the access to the Alcatel-Lucent Enterprise platform (remote access, login/password) being the Business Partner responsibility.



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



14.3 Escalation in all other cases

For non-certified AAPP applications, no valid InterWorking Report is available and the integrator is expected to troubleshoot the issue. If the ALE Business Partner finds out the reported issue is maybe due to one of the Alcatel-Lucent Enterprise solutions, the ALE Business Partner opens a ticket with ALE International Support and shares all trouble shooting information and conclusions that shows a need for ALE International to analyze. Access to technical support requires a valid ALE maintenance contract and the most recent maintenance software revision deployed on site. The resolution of those non-AAPP solutions cases is based on best effort and there is no commitment to fix or enhance the licensed Alcatel-Lucent Enterprise software. For information, for non-certified AAPP applications and if the ALE Business Partner is not able to find out the issues, ALE International offers an “On Demand Diagnostic” service where assistance will be provided for a fee.



14.4 Technical support access

The ALE International Support Center is open 24 hours a day; 7 days a week:

e-Support from the Application Partner Web site (if registered Alcatel-Lucent Application

Partner): https://www.al-enterprise.com/en/partners/aapp

e-Support from the ALE International Business Partners Web site (if registered Alcatel-Lucent

Enterprise Business Partners): https://businessportal2.alcatel-lucent.com click under “Contact us”

the eService Request link

e-mail: [email protected]

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

Telephone numbers:

Alcatel-Lucent Business Partners Support Center for countries:

Country Supported language Toll free number

France

French

+800-00200100

Belgium

Luxembourg

Germany

German Austria

Switzerland

United Kingdom

English

Italy

Australia

Denmark

Ireland

Netherlands

South Africa

Norway

Poland

Sweden

Czech Republic

Estonia

Finland

Greece

Slovakia

Portugal

Spain Spanish

For other countries: English answer: + 1 650 385 2193 French answer: + 1 650 385 2196 German answer: + 1 650 385 2197 Spanish answer: + 1 650 385 2198

END OF DOCUMENT


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

mailto:[email protected]

Documents

IWR-0305 Amigo QuickRecord / OXO COnnect Evolution R3 · OXO Connect Evolution Alcatel-Lucent Communication Platform release R3.0/051.001 AAPP membres application release QuickRECORD