Unified Communications Evaluation Plan

Product Evaluation Page 1

Unified Communications

Evaluation Plan

Palm Beach County

Department of Information System Services Network Services Division

PBC’s Unified Communications Lab Testing Procedures


Table of Contents

Unified Communications .............................................................................................................................. 1

Evaluation Plan.............................................................................................................................................. 1

Palm Beach County ....................................................................................................................................... 1

1 Overview ............................................................................................................................................... 6

1.1 Introduction .................................................................................................................................. 6

1.2 Execution ....................................................................................................................................... 6

1.3 Test Categories and Subcategories ............................................................................................... 8

1.3.1 Architecture: VoIP Phone System ...................................................................................... 8

1.3.2 Collaboration & IM.......................................................................................................... 9

1.3.3 Call Center / Contact Center ............................................................................................. 9

2 Technical Planning Sessions ................................................................................................................ 12

2.1 Technical Planning Session: VoIP Platform Architecture ............................................................ 12

2.2 Technical Planning Session: Session Border Control .................................................................. 12

2.3 Technical Planning Session: TDM Integration /Migration Strategy ............................................ 12

2.4 Technical Planning Session: IP Phones and Endpoints................................................................ 13

2.5 Technical Planning Session: Features ......................................................................................... 13

2.6 Technical Planning Session: Voice Mail, Unified Messaging and Auto Attendant ..................... 13

2.7 Technical Planning Session: Collaboration .................................................................................. 14

2.8 Technical Planning Session: Contact Center ............................................................................... 14

2.9 Technical Planning Session: Integrated Voice Response (IVR) ................................................... 14

3 Unified Communications VoIP Platform Architecture ........................................................................ 16

3.1 Availability, Reliability and Survivability Test .............................................................................. 16



3.2 Automatic Fallback to Primary Server Test ................................................................................. 17

3.3 Manual Fallback to Primary Server Test ..................................................................................... 17

3.4 Remote Site Test ......................................................................................................................... 18

3.5 Signaling Encryption Test ............................................................................................................ 19

3.6 Session Border Controller(SBC) High Availability (HA) Failover Test .......................................... 19

3.7 IP Desk Phone Test ...................................................................................................................... 21

3.8 Firmware Upgrade Test............................................................................................................... 22

3.9 User Mobility Test ....................................................................................................................... 23

3.10 Class of Service(COS)/Class of Restriction(COR) Test ................................................................. 24

3.11 E911/ 911 Test / Discussion ........................................................................................................ 24

3.12 Voice Mail / Unified Messaging and Auto Attendant Tests ........................................................ 25

4 Collaboration ....................................................................................................................................... 28

4.1 IP Softphone Test ........................................................................................................................ 28

4.2 Desktop Collaboration Test ......................................................................................................... 29

4.3 Collaboration Integration with Microsoft Outlook / Lync Test ................................................... 30

4.4 Tandberg Video Interoperability Test ......................................................................................... 31

4.5 Smartphone/Tablet Test ............................................................................................................. 31

5 Contact Center .................................................................................................................................... 34

5.1 Basic Connectivity Test ............................................................................................................... 34

5.2 Inbound Call Handling Test ......................................................................................................... 35

5.3 Call Transfers Test ....................................................................................................................... 36

5.4 Voicemail with Email Delivery Test ............................................................................................. 37

5.5 Silent Monitor Test ..................................................................................................................... 37

5.6 Barge- in & Whisper Test ............................................................................................................ 38



5.7 Call Recording Test ...................................................................................................................... 39

5.8 Chat Test ..................................................................................................................................... 40

5.9 Reports Capability Test ............................................................................................................... 41

5.10 Resource Failover Test ................................................................................................................ 43

5.11 Database Failover Test ................................................................................................................ 44

6 Appendices .......................................................................................................................................... 46

6.1 Appendix A- Automated Attendant ............................................................................................ 46

6.2 Appendix B - Scripts, Skills and Workgroup ................................................................................ 47

6.3 Appendix C - In Queue Messages / Announcements .................................................................. 48

6.4 Appendix D - System Parameters ............................................................................................... 49

6.5 Appendix E - Acronyms ............................................................................................................... 50



Part I

Overview



1 Overview

1.1 Introduction

The purpose of this document is to provide a minimum set of tests to ensure the unified

communications platform tested in the Palm Beach County (PBC) lab can meet the design,

functional, and disaster recovery requirements of Palm Beach County.

The test plans for PBC’s Unified Communications (UC) Lab Evaluation testing will consist of

three components:

1. VoIP / Phone Systems

2. Collaboration & Instant Messaging

3. Contact Center

PBC reserves the right to perform further tests in addition to those detailed in this document.

Relevant test plans will be developed, documented, and provided to vendors prior to the end of

the vendor’s lab test cycle with PBC.

1.2 Execution

PBC personnel will perform the Unified Communication System Lab test with assistance when

necessary from the solution provider. The solution provider will supply, install and configure

the necessary equipment needed to conduct proposed solution evaluations.

Solution providers will have the opportunity to correct product issues during the evaluation. It

will be at PBC’s discretion to perform re-tests.

The tests are to be performed in the order presented in this document and within the

timeframe allocated by PBC.

To support UC product evaluations in the Lab, Palm Beach County, Information System Services

Department will provide the following:

LAN/WAN/Internet access

SIP trunks

T1 circuit

Adequate work space



Power

Local switch and router support

Network cabling

A controlled environment.

Solution providers shall provide a complete and fully functioning Unified Communications

System to connect to the above mentioned IP Network, regardless of whether or not such

associated elements are individually specified in this documentation. The Unified

Communications System for the Palm Beach County’s Lab Testing shall include the following:

All associated software;

All associated licenses;

All associated hardware including but not limited to,

o IP Phones

o 2500 sets

o Foreign exchange originating (FXO) and Foreign exchange station (FXS) cards

o Analog Terminal Adaptors (ATA)

o PCs or Laptops

All associated supported sub systems

o Contact Center

o Auto Attendant

o Voice Mail

o Desktop software / collaboration

o Session Border Controller

o Gateways

o Call Recording

The UC system shall be configured and programmed to support at a minimum:

o 12 IP phones and voicemail boxes;

o 6 analog stations

o 12 IP softphones

o 1 T1 circuit

o SIP Trunks

o 12 contact center agents

o 2 contact center supervisors



o 3 automatic call distribution (ACD) skill sets

o 3 holiday tables

o 3 music on-hold (MOH) sources.

1.3 Test Categories and Subcategories

1.3.1 Architecture: VoIP Phone System

Availability & Survivability

Capacity & Scalability

QoS support & CAC

Management & Administration

Moves, Adds & Changes

Billing & Reporting

Documentations & Support

Performance

Call Quality

Call Routing

Codec Types

TDM & SIP Trunks Support

Features

Basic Telephony Features

Advance Telephony Features

E-911 and 911 support

ERL and ELIN support



Endpoints

IP Phones

Gateways

IP Soft Phones

ATAs

Desktop Video Support

Security

Encryption of Call Control

Encryption of RTP

Security Documentation & Discussion

1.3.2 Collaboration & IM

Desk Top Integration

Integration with Exchange

Interoperability with Tandberg Video Conference System

1.3.3 Call Center / Contact Center

ACD

Agent Desktop Integration & Browser

Basic Connectivity

Call Recording

Call Routing over SIP Trunks

Call Routing over TDM Trunks

High Availability Test

IVR



Monitoring

Reports

Voice, Chat and Email Interactions

Note: All Failover Tests outline in this document are Geographic

End of Part I



Part II

Technical Planning Sessions



2 Technical Planning Sessions

2.1 Technical Planning Session: VoIP Platform Architecture

Evaluator: __________________________________ Date: ____________

# Technical Planning Session (Note: This parameter is

worth a maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:

1

Technical Planning Session Results

2 Test Parameter Score Calculation: (Multiply row 1 value by----- )

2.2 Technical Planning Session: Session Border Control

Evaluator: __________________________________ Date: ____________



1



Total Score

2.3 Technical Planning Session: TDM Integration /Migration Strategy

Evaluator: __________________________________ Date: ____________



1


2 Test Parameter Score Calculation: (Multiply row 1 value by -----)

Total Score



2.4 Technical Planning Session: IP Phones and Endpoints

Evaluator: __________________________________ Date: ____________



1



Total Score

2.5 Technical Planning Session: Features

Evaluator: __________________________________ Date: ____________



1



Total Score

2.6 Technical Planning Session: Voice Mail, Unified Messaging and Auto

Attendant

Evaluator: __________________________________ Date: ____________



1



Total Score



2.7 Technical Planning Session: Collaboration

Evaluator: __________________________________ Date: ____________

# Technical Planning Session (Note: This parameter is worth a

maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:

1



Total Score

2.8 Technical Planning Session: Contact Center

Evaluator: __________________________________ Date: ____________


maximum of -----points of the Lab Evaluation) Scale 0 - 5 Notes:

1



Total Score

2.9 Technical Planning Session: Integrated Voice Response (IVR)

Evaluator: __________________________________ Date: ____________


maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:

1 Technical Planning Session Results


Total Score

End of Part II


Part III

Unified Communications VoIP Platform


3 Unified Communications VoIP Platform Architecture

3.1 Availability, Reliability and Survivability Test

Evaluator:__________________________________ Date:_____________

# Test Parameter (This test parameter is worth a

maximum of ----- points) Scale 0 - 5 Notes:

1

Confirm the primary server is operational and IP

endpoints are registered with the server.

2

Establish a station-to-station call and a station-to-Public

Switched Telephone Network (PSTN) call.

3

Affect a server outage by removing the primary server

from the data network.

4

Confirm in-progress calls remain connected and all

features are available. Confirm the standby server is now

operational as the primary server and allows IP

endpoints to re-register.

5

Confirm inbound and outbound calls can still be initiated,

processed and routed out of the platform.

6

If Applicable: Affect a server outage to the new primary

server by removing the server from the data network.

After the media server registration fails, confirm all IP

endpoints re-register to the next available backup server.

7

If Applicable: During failover, confirm in-progress calls in

step 2 remain connected and all features are still

available. Confirm new inbound and outbound calls can

also be processed.

8 Disconnect all calls and observe that all phones and

gateways in the lab are operational and registered.

9 Test Parameter Score Calculation Step 1: (Add score from

row 1-8)

10

Test Parameter Score Calculation Step 2: (Multiply the

Sum from row 9 by -----. Note: If step 6 and 7 were Not

Applicable multiply the sum on row 9 by -----)

Total Score



3.2 Automatic Fallback to Primary Server Test

Evaluator: __________________________________ Date: ____________


maximum of -----points) Scale 0 - 5 Notes:

1 Initiate Auto fallback of call processing responsibility to

the original primary servers.

2 Confirm local IP endpoints register back to primary

servers.

3 Confirm call processing responsibility returns to the

primary servers.

4

Confirm the entire VoIP infrastructure is restored and

operating normally, and that inbound and outbound call

processing is functioning correctly.

5 Test Parameter Score Calculation Step 1: (Add score

from row 1- 4)

6 Test Parameter Score Calculation Step 2: (Multiply the

Sum from row 5 by -----)

Total Score

3.3 Manual Fallback to Primary Server Test

Evaluator: __________________________________ Date: ____________



1 Repeat Fallback testing to initiate Manual fallback of call

processing responsibility to the original primary servers.

2 Confirm local IP endpoints register back to primary

servers.

3 Confirm call processing responsibility returns to the

primary servers.



4

Confirm the entire VoIP infrastructure is restored and

operating normally, and that inbound and outbound call

processing is functioning correctly.


from row 1- 4)



Total Score

3.4 Remote Site Test

Evaluator: __________________________________ Date: ____________



1 Establish a station - to - time division multiplexing (TDM)

trunk call from the remote site in the Test Lab.

2

Isolate the Remote Gateway from the VoIP Lab Data

Network by disconnecting the network Ethernet cable.

Confirm existing call connections to the public switched

telephone network (PSTN) are maintained during the

failover and additional PSTN calls are being processed.

3

Move call processing and routing responsibilities back to

the primary call controller by re-establishing network

connectivity.

4 Confirm existing call connections and normal feature

operations are maintained.


row 1- 4)



Total Score



3.5 Signaling Encryption Test

Evaluator: __________________________________ Date: ____________



1 Ensure that signaling encryption is active within a

network region.

2

Use a packet capture application and port mirroring to

capture packets of a registered endpoint in an on-hook

and off-hook state.

3 Establish a station-to-PSTN call or a station-to- station

call.

4

Confirm the packet capture application cannot decode

contents of the real-time Transport Protocol (RTP) media

stream.

5 Confirm the packet capture application cannot decode

the SIP signaling.


from row 1- 5)



Total Score

3.6 Session Border Controller(SBC) High Availability (HA) Failover Test

Evaluator: __________________________________ Date: ____________



1

Ensure that SBCs are configured in a high availability

arrangement where multiple SBCs are actively

processing the calls simultaneously. Should a single SBC

fail, all active calls are maintained without interruption.



2

Establish an outbound station-to-session Initiation

protocol (SIP) trunk call and an inbound SIP trunk-to-

station call.

3 Isolate the primary SBC by disconnecting the Ethernet

cable between the primary SBC and the data network.

4

Confirm the primary SBC is offline and that the standby

SBC is operational, active, and able to process new SIP

call requests. The backup SBC should now function as

primary SBC.

5

Confirm existing call connections and normal operations

are maintained during failover to the high availability

(HA) standby SBC.

6

Move call processing responsibility for new calls back to

the primary call controller by re-establishing Ethernet

network connectivity and allowing automatic fallback to

the primary SBC.

7

Confirm existing call connections and normal feature

operations were preserved during failover to the original

HA SBC.

8

Verify there was no loss of active media sessions or call

setup and teardown signaling during failover and

fallback.

9

Use a packet capture application to capture packets on

the SBC in WinPcap format. Establish an outbound

station-to-SIP trunk call and an inbound SIP trunk-to-

station call. Verify the SBC supports G.711, G.729a,

Annex A and Annex B.

10 While repeating step 8, confirm SBC supports codec

renegotiation during failover.

11

While repeating step 8, confirm SBC supports Delayed

Offer / Early Offer and Early Media functions of session

description protocol (SDP). Also verify that the SBC

supports real-time transport protocol (RTP) flow- around

and RTP flow-through.



12 While repeating step 8, confirm SBC supports multiple

SIP providers and VLANs.

13 While repeating step 8, confirm SBC supports Quality of

Service (QoS) and protocol conversion (TCP / UDP).

14 While repeating step 8, confirm SBC supports REFER and

INVITE features to resolve call transfer issues.

15

Repeat Step 8. Verify SBC supports session Replication

for Call Recording

While repeating step 8, confirm SBC supports facsimile

transmission (FAX).


from row 1- 15)



Total Score

3.7 IP Desk Phone Test

Evaluator: __________________________________ Date: ____________



1 Launch a variety of station-to-SIP (PSTN) and station-to-

non-station calls. Confirm functionality and call quality.

2

Execute a variety of features like: send-all-calls, hold and

call transfer to Voicemail to ensure that all basic

telephony features work.

3

Establish a conference call with internal and external

participants (Internal stations, external stations, and

PSTN conferees).

4

Confirm internal, external and PSTN conference

participants can be dropped or added back into the call

as needed.




row 1- 4)



Total Score

3.8 Firmware Upgrade Test

Evaluator: __________________________________ Date: ____________



1 Using the administration interface perform a software

or operating system upgrade to a handset.

2 Perform an upgrade utilizing installation or deployment

options.

3 Configure and activate a phone station using the

administration tools provided.

4

Validate operation of the new phone station by

confirming the phone has registered to the data

network and is capable of making and receiving calls.

5

Test basic phone features, station-to- station calls,

station- to- TDM Trunk calls, and station-to SIP Trunk

calls.

6

Test call transfer, hold, resume, multiple calls per line,

joining calls on a single line, joining calls received on

separate lines, etc.


from row 1- 6)



Total Score



3.9 User Mobility Test

Evaluator: __________________________________ Date: ____________



1 Confirm user mobility features are administered on an

applicable station via the platform.

2 Activate User Mobility features on the endpoint via the

desktop phone set administered feature button.

3

Initiate an inbound call to the station, and confirm

ringing at the station as well as the activated mobile

endpoint.

4 Answer the mobile endpoint.

5 Confirm the call appearance on the applicable station is

active.

6

Select the active line appearance and answer the call at

the station. Confirm the call is now be bridged on both

station and mobile endpoints.

7 Hang-up the mobile endpoint and continue the call with

the desk station.

8 Use the extend call feature button on the desk station to

extend the established call to the mobile endpoint.

9 Answer the mobile endpoint and hang-up the desk

station. Confirm continued call connection.

10

Disconnect the call by ending the mobile call. Confirm

the call path has been disconnected through to the other

endpoint.


from row 1- 10)





Total Score

3.10 Class of Service(COS)/Class of Restriction(COR) Test

Evaluator: __________________________________ Date: ____________



1

Display the COS and COR screens and confirm the

various services and restrictions available for

management.

2 Assign and change the COS/COR for various endpoints.

3 Attempt to use features or capabilities that are defined

within a COS and note the ability to complete the task.

4

Attempt calls between administered endpoints and

other resources that are assigned a COR. Confirm the

ability to complete the call or task.


row 1- 4)



Total Score

3.11 E911/ 911 Test / Discussion

Evaluator: __________________________________ Date: ____________


maximum of -----points) Scale 0 - 5

Name of Tester

1

Place test calls to E911 provisioned public safety

answering point (PSAP). Demonstrate configuration of

correct ANI, ALI information. Confirm same is

transmitted and received at the PSAP.



2 Configure an Emergency Response Line Identifier (ELIN).

Validate the call is placed with the correct ELIN.

3

Unplug the phone and move it to another switch or

switch port that has been associated with another

emergency response location (ERL). Confirm ERL is re-

synched with location information.


from row 1- 4)



Total Score

3.12 Voice Mail / Unified Messaging and Auto Attendant Tests

Evaluator: __________________________________ Date: ____________



1

Call the Voice Mail test-subscriber extension from

internal, external, and PSTN telephones. Allow the

Voice Messaging system to answer on a forward no

answer and busy basis.

2

Speak into the telephone and record the following test

message after the tone:

"This is a test call answer message."

3 Hang up the telephone to disconnect.

4

Repeat Steps 1 through 3 for each internal and PSTN

and TDM (external) telephone user interface (TUI)

tested.

5

Confirm message waiting indication (MWI) functionality

at the station or Softphone. Dial the Voice Messaging

system message retrieval number from the station or

Softphone.



6 Enter the password for this mailbox. The system returns

the name of the test subscriber in audio format.

7

Upon accessing this mailbox for the first time, confirm

capability to configure the mailbox by answering a

series of voice prompts. Answer all voice prompts as

directed.

8 After the mailbox is operational, retrieve the test

message, then delete from mailbox


from row 1- 8)



Total Score

End of Part III


Part IV

Collaboration



4 Collaboration

4.1 IP Softphone Test

Evaluator: __________________________________ Date: ____________



1 Ensure applicable IP Softphone hardware and software is installed on a designated workstation and the workstation is IP Softphone enabled.

2 Initiate Softphone software installation wizards and configure as appropriate.

3 Initiate phone calls via the desktop application and use a separate desk phone set to provide audio and subsequent call control.

4 Microsoft Outlook will be provided on the workstation. Confirm the ability to dial any MS Outlook provided contact via IP Softphone.

5 Launch an instant messaging (IM) session from the MS Outlook contact list. Transition the IM session to a Softphone call.

6 Confirm presence of IP endpoints using the MS Outlook contact list.

7 Select and confirm use of available features from the Softphone; e.g. hold, transfer, and conference.

8 Dial non-SIP and PSTN endpoints from the Softphone. Confirm use of the Softphone to handle voice path, call processing and control.

9 Logoff from IP Softphone and confirm closure of the application.

10 Test Parameter Score Calculation Step 1: (Add score from row 1- 9)

11 Test Parameter Score Calculation Step 2: (Multiply the Sum from row 10 by -----)

Total Score



4.2 Desktop Collaboration Test

Evaluator: __________________________________ Date: ____________



1 IM Account Provisioning to Active Directory

2 Install and configure desktop software client.

3 Sign into IM client utilizing the user’s active directory

(AD) credentials. – Single Sign on functionality

4 Change the presence status. Confirm the change of

status.

5 Add users to the new group using the search and add functions. Confirm the LDAP directory search results are returned.

6 Add a user found in the LDAP search above.

7 Exchange messages by launching a chat session with

the added user.

8 Add additional users to chat session. Create Group chat

session.

9 Note the Presence Status of the added user. Ask the

user to change their status in their client.

10 Escalate the IM chat to an audio call. Add video to the

audio call.

11

Initiate desktop share from the call window to share

your desktop with the other user. End desktop share

when the test is finished. End the video call.


from row 1- 11)



Total Score



4.3 Collaboration Integration with Microsoft Outlook / Lync Test

Evaluator: __________________________________ Date: ____________


maximum of ----- points)) Scale 0 - 5 Notes:

1 Open MS Outlook on the system with the IM client

installed and logged in.

2 Confirm contact’s presence feature within Outlook is

populated.

3

Hover over the presence section to explore the contact

options including send email, initiate chat, and place a

call to any contact information associated with the

contact.

4

Send an email addressing at least two users. Open the

message in Outlook and confirm the presence status of

all users.

5

Note the IM options in the toolbar, specifically reply

with IM. Select the reply with IM option. Confirm an IM

window is opened with the user that sent the Email.

6 Create online meeting from Outlook client.

7

Initiate Online meeting from Outlook client. Have

meeting attendees join online session. Initiate video

and desktop sharing, whiteboard.

8 IM conversation archiving


from row 1- 8)



Total Score



4.4 Tandberg Video Interoperability Test

Evaluator: __________________________________ Date: ____________



1

Configure a coordinated dial plan to allow H.323 and SIP

dialing between desktop collaboration software and

Tandberg VCS.

2

Place a video call from desktop collaboration endpoint

to a conference room through Tandberg Video

Communication Server (VCS). Confirm video call was

successful.

3

Place a video call from a VCS controlled endpoint

desktop collaboration client. Confirm video call was

successful.

4

Call into the bridge from a VCS controlled endpoint and

desktop collaboration client. Confirm normal video

functionality is accomplished at both endpoints.


from row 1- 4)



Total Score

4.5 Smartphone/Tablet Test

Evaluator: __________________________________ Date: ____________

# Test Parameter (This test parameter is worth a maximum of -----

points)

Scale 0 -

5 Notes:

1 Mobility presence. View others presence / Change own

presence.



2 Search for contacts in the Address Book.

3 Creating personal contacts groups. E.I. Pinned contacts,

Favorites, Coworkers, etc.

4 Capability to look up calendar for meetings.

5 Join Online Meeting using Smartphone/Tablet Application


7 Test Parameter Score Calculation Step 2: (Multiply the Sum from

row 6 by -----)

Total Score

End of Part IV


Part V

Contact Center



5 Contact Center

5.1 Basic Connectivity Test

Evaluator: __________________________________ Date: ____________

# Test Parameter (This test parameter is worth a maximum of ----- points)

Scale 0 - 5 Notes:

1

Network Administrators logs into Contact Center; create Agents, Supervisors, Workgroups, Projects and Campaigns. Note: See Appendices 6 for workgroup, Project script, agent skill-set and Supervisors information.

2 Partition the Contact Center by grouping Agents and assigning them to the unique workgroups created in Step One.

3 Assign Supervisors to the unique Workgroup and give them permissions and capabilities manage their assigned agents.

4 Assign monitoring, reporting, consulting, and barge-in functionality to Supervisors.

5 Create a Project with automatic call distribution (ACD) to route calls to multiple workgroups in the contact center.

6 Configure an automated attendant (AA) to route incoming calls to the above workgroups.

7 Addition to routing ACD calls; configure direct call transfer to workgroup for non-ACD calls.

8 Supervisors log in to the contact center management console. Confirm the agent call control screen is displayed and assign skill-sets to agents.

9 Access the configuration mode. The call queue configuration as displayed in the pop-up window.

10 Access the agent station configuration mode. The agent station configuration as displayed in the pop-up window.

11 Confirm the telephone extension listed in the management display matches the extension on phone at workstation. Confirm the extension is correctly configured.

12 Select the connect-to-server button on the management console. Confirm the telephone icon changes to a ringing indication. Verify the extension rings at the correct agent workstation.


14 Test Parameter Score Calculation Step 2: (Multiply the Sum from row 13 by -----)

Total Score



5.2 Inbound Call Handling Test

Evaluator: __________________________________ Date: ____________


points) Scale 0 - 5 Notes:

1 Log in as Network Administrator, select project. Project information is displayed.

2 Configure and edit a “Test” project. Display the edit screen.

3 Configure project with inbound phone number, workgroup and agent script. Verify project parameters are set.

4 Save project. Confirm newly configured project is displayed in project list.

7 Select workgroups for configuration. Workgroup list is displayed.

8 Add a new workgroup named “Test”. Display Workgroup edit screen.

9 Select and add multiple agents to the “Test” project workgroup. Confirm these agents are displayed in the “Test” project screen.

10 Confirm above agents are displayed in the “Test” project workgroup screen.

11 Log into contact center via a separate supervisor workstation. Navigate to a window displaying call activity.

12 From another phone, dial phone number assigned to Test project. Confirm the caller hears a message associated with this project. Confirm an agent station assigned to this project rings.

13 Answer the incoming call to the Test project agent station. In the management console’s call activity display, confirm that call status of this call changes from incoming ringing to answer by the agent.

14 Disconnect call by hanging up the phone. Confirm the call transaction outcome window is displayed. Confirm the agent’s station changes from active on the call to a status that indicates: 1) the caller is disconnected and 2) the agent is in a paperwork wrap up mode and is not yet available for the next call.

15 Repeat Steps 12 and 13. Verify the call hunt to all agent stations until answered.

16 Repeat Steps 12 and 13. Confirm the caller is offered the option of requesting an agent call back rather than remaining in call queue until answered.

17 Repeat Steps 12 and 13. Verify an agent has the ability to answer a second call in the queue while placing the first call on hold.

18 Repeat Steps 12 and 13. Verify the caller receives a periodic message indicating the anticipated wait time before an agent will answer the call. Additionally, verify the caller receives customizable in-queue announcements that are correct for the applicable Test project.

19 Repeat Steps 12 and 13. Verify calls are following the routing



customized per the Test project design.

20 Repeat Steps 12 and 13. Verify that Supervisors can prioritize agent assignments to match changing workload requirements.

21 Test Parameter Score Calculation Step 1: (Add score from row 1-

20)


row 21 by -----)

Total Score

5.3 Call Transfers Test

Evaluator: __________________________________ Date: ____________



1 Make outbound call.

2 Blind Transfer call to External Number. The agent affects a blind or unannounced transfer of a call to an external number.

3 Supervise transfer call to External Number. Agent announces the call to the destination responder before affecting the transfer.

4 Warm transfer call to External Number. Confirm the agent can remain on the call while transferring the caller to an external third party.

5 Verify multiline connection. Confirm the capability of conferencing to support 6 party conferencing from multiple endpoints.



row 6 by -----)

Total Score



5.4 Voicemail with Email Delivery Test

Evaluator: __________________________________ Date: ____________



1 Log into the Contact Center. Call Control screen is displayed.

2 Change agent status to On Break. Agent status displays as On Break

3 Dial into the Test Project from another phone. As no agents are logged in, confirm the call forwards to voicemail.

4 Change agent status to Available. Agent status changes to Available Confirm notification of new ACD Voicemail to the Agent’s workgroup.

5 Retrieve voicemail; confirm voicemail call is displayed in application’s appropriate window. Confirm the email is sent to an agent’s inbox and email client is opened.

6 Open email and double click on attached wav file. Confirm voicemail is played through default media player and speakers.

7 Click Disconnect. Confirm the Transaction results pop-up window is displayed. Confirm the agent status indication changes to post call wrap up.



row 8 by -----)

Total Score

5.5 Silent Monitor Test

Evaluator: __________________________________ Date: ____________



1 Log into the Contact Center. Call Control screen is displayed.

2 Log in as a Supervisor. Confirm the supervision screen is displayed showing agent logged in status.

3 Supervisor selects agent and verify agent is on an active call.

4 Supervisor clicks Listen Icon. Supervisor’s telephone rings and can hear agent conversation.





row 5 by -----)

Total Score

5.6 Barge- in & Whisper Test

Evaluator: __________________________________ Date: ____________



1 Log into the contact center test project as an agent and successfully initiate call to external party.

2 Log into the contact center test project as a Supervisor. Confirm the management screen is displayed and indicates an agent has logged in.

3 Supervisor selects the icon of the logged in agent. The agent icon will be highlighted.

4 Supervisor selects feature button that allows him to ‘barge into’ the agent’s conversation. Confirm the supervisor’s telephone receives an indication that he has access to the agent’s session, can hear agent conversation and that supervisor can converse with the agent without the third party hearing the supervisor.

5 Repeat Steps 3 and 4. Supervisor selects another icon which allows him to enter the agent’s session. Confirm the supervisor receives an indication that he has access to the agent’s session and all parties can participate on a conference basis.



row 6 by -----)

Total Score



5.7 Call Recording Test

Evaluator: __________________________________ Date: ____________



1 Agents Log-In to Contact Center.

2 External caller place call to Contact Center. Verify call is answered by Agent.

3 Supervisor logs into Contact Center. Supervision screen is displayed showing agent logged in status. Supervisor selects the icon of the logged in agent. The agent icon will be highlighted.

4 Supervisor selects feature button that allows him/her to record the agent’s conversation. Confirm the supervisor’s telephone receives an indication that he/she is recording the agent’s session.

5 Agent disconnects from call.

6 Supervisor will locate the agent’s recording and selects the play icon. Confirm the recording of the agent’s session is played back and can be downloaded for further use.

7 Supervisor to score or grade playback of Agent’s call and place audio as well as text notes onto recording document.

8 Send graded copy of recording document to Agent for use as coaching and mentoring tool by Supervisor.

9 Agent initiates call to external party

10 Verify Supervisor is logged into Contact Center. Supervision screen is displayed showing agent logged in status.

11 Supervisor selects the icon of the logged in agent. The agent icon will be highlighted.

12 Supervisor selects feature button that allows him/her to record the agent’s conversation. Confirm the supervisor’s telephone receives an indication that he/she is recording the agent’s session.

13 Agent disconnects from call.

14 Supervisor will locate the agent’s recording and selects the play icon. Confirm the recording of the agent’s session is played back and can be downloaded for further use.

15 Test Parameter Score Calculation Step 1:

(Add score from row 1- 14)

16 Test Parameter Score Calculation Step 2:

(Multiply the Sum from row 15 by ----)

Total Score



5.8 Chat Test

Evaluator: __________________________________ Date: ____________



1 Agent logs into the contact center. Agent’s call control screen is displayed.

2 Supervisor logs into contact center and receives supervisory console display with indication above agent is logged on.

3 Supervisor selects agent. The agent icon will be highlighted.

4 Supervisor selects Chat with Agent option. Chat instant message box will be displayed.

5 Supervisor types message into text box and selects send button. Confirm the agent receives message in appropriate screen and is able to converse in writing with supervisor.

6 Repeat Step 1 and Select Test Project and click Edit. Project edit screen is displayed.

7 Click on Chat tab. Phone project screen displayed.

8 Configure project with workgroup, push pages, script and FAQ. Project parameters are set.

9 Click Apply. Project is saved. Project list is displayed.

10 Click Create Page. HTML Chat page is created.

11 Click File Save As, then choose a location you are able to recall, e.g. Desktop. Click Save. HTML page is saved.

12 Double click the HTML page. Chat page opens.

13 Log into Contact Center in a separate window/PC in available mode. Call Control screen is displayed.

14 Fill in the chat page and click Chat. The Chat request enters the Queue. The customer should see the Push pages during Queue wait time.

15 Agent Accepts the Chat interaction. Interaction is shown active.

16 Customer types in chat. Agent sees text.

17 Agent types in chat. Customer sees text.

18 Click Disconnect. Outcome pop-up window is displayed. Status changes to Wrap Up.



19 No action. Customer should see the disconnect push page.


19)


row 20 by -----)

Total Score

5.9 Reports Capability Test

Evaluator: __________________________________ Date: ____________



1 Network Administrators logs into Contact Center set up reports and grant access to Supervisors. Also, work with supervisors on report layout and content.

2 Supervisors review historical reports of inbound test calls into the Contact Center

3 Supervisors configure alarms and threshold for the Projects, Workgroups and Agents you manage

4 Create tabular and graphical reports showing agent activity, performance, efficiency, Interaction statistics and outcomes

5 Create Project Routing Schedules report which displays all of the schedules defined for your call center. Note: Information provided in this report includes: DNIS Utilized by the Project, Day of Week, Project Start and stop time and Project Routing

6 Create Billing Report: this report summarizes the number and duration of interactions in your call center

7 Create Workgroup Skills Report: this report displays the skills

assigned to a workgroup and the rating of those skills.

8 Create Workgroup Segments Report: this report shows call center

use, agent performance and billing statistics for selected projects

and workgroup.



9 Create Workgroup Interval Time Report: this report shows how agents are performing at specific times of the days.

10 Create Workgroup Interval by Media Type: this report shows how many interactions of each media type the call center receives at specific times of the day.

11 Create Outcome Statistics: this report shows tracking of interactions based on interaction type

12 Create Overdue Callback Report: this report lists all interactions waiting for a callback.

13 Create Agent Information Report: this report displays agent profile information.

14 Create Agent Interaction Report: this report displays information about the number and duration of selected interaction types for selected agents.

15 Create Agent Skills Report: this report shows which skill an agent possesses and provides the agent’s skill rating.

16 Create Agent Utilization Report: this report show the time agents spent handling interactions, awaiting interactions or un-available to take interactions

17 Create Direct Dialing Statistics Report: this report shows statistics for calls dialed directly to agent or dialed by the agent to an external number.

18 Create Login Report: this report displays logged in agent, log in time and log in duration.

19. Create Project Segments: this report shows a set of interaction summary statistics broken down by interaction type.

20 Verify all reports can be schedule and electronically delivered.

21 Complete demo and Q&A session outlining Additional Reporting Capability.


21)


row 20 by -----)

Total Score



5.10 Resource Failover Test

Evaluator: __________________________________ Date: ____________



1 Log into Network Manager. Network Manager is displayed.

2 Select Companies. Company list is displayed

3 Have at least 1 call in progress.

4 Click on each Master company resource and choose stop. Each resource will turn Red.

5 Ensure the Backup resources promote to master. Each resource will turn Red.

6 Verify calls in progress were not interrupted. Calls continue.

7 Verify GUI interaction was not interrupted. Screens should continue to function without being logged off.

8 Click on each Backup resource and choose stop. The resource will turn Red.

9 Note calls in progress were sent to voicemail.

10 Restart both Master and Backup. The resource will turn Green.

11 Repeat step 3 and Click on each Master ACD resource and choose stop. The resource will turn Red

12 Click on each Backup ACD resource and choose stop. The resource will turn Red.

13 Note calls in progress were not affected.

14 Call into the system Prompts are played, ACD queue is unavailable and Call goes to Voicemail.

15 Restart both Master and Backup. The resource will turn Green


15)


row 16 by -----)

Total Score



5.11 Database Failover Test

Evaluator: __________________________________ Date: ____________



1 Log into SQL. SQL is displayed.

2 Login in 2 Contact Center users.

3 Have at least 1 call in progress.

4 Fail over mirror.

5 Log in a 3rd

user after failover of Mirror. Log in success.

6 Verify calls in progress were not interrupted.

7 Verify GUI interaction was not interrupted.

8 Fail over mirror (to Primary)

9 Log in a 3rd

user after fail-over of Mirror. Log in success.

10 Verify calls in progress were not interrupted. Calls continue.

11 Verify GUI interaction was not interrupted.


11)


row 12 by -----)

Total Score

End of Part V


Part VI

Appendices



6 Appendices

6.1 Appendix A- Automated Attendant

Note: Optional and flexible emergency announcement to be used to provide important information due to

closure or other emergency

Menu

Destination

Main Menu For pogo sticks, press 1 skill G

For trampolines, press 2 skill H

For kangaroo shoes, press 3 skill I

For Location and hours press 4

Location and hours

For permit rates, press 5 Permit Rates

For all other, press 6 skill G

To repeat press 8 Main menu

To Speak With An Agent press 0 skill G

No response, skill G skill G

Location and hours For WPB office, press 1 WPB Office

For Delray office, press 2 Delray office

To repeat, press 8

Location and hours

To return to main menu, press 9 Main menu



Permit Rates For pogo stick rates, press 1 Pogo Stick Rates

For trampoline rates, press 2

Trampoline Rates

To repeat, press 8 Permit Rates




Pogo Stick Rates Pogo Stick permit rates are $10

To repeat, press 8

Pogo Stick Rates






Trampoline Rates Trampoline permit rates are $5

To repeat, press 8

Trampoline Rates




WPB Office Located in WPB

To repeat, press 8 WPB Office




Delray Office Located in Delray

To repeat, press 8 Delray Office




6.2 Appendix B - Scripts, Skills and Workgroup

Note: Three holiday tables (O – P – Q) are to be pre-created and will be updated by ISS staff with dates that

will correspond to actual Lab interval

SKILL G – POGO STICKS - 75474

Check holiday table O for schedule

If no agents are logged in, go to announcement message Z and then disconnect

If agent logged in, route to agent waiting the longest in target skill

If agents are not available, put in multiple queue to skills G, H and I

Play in queue message R

Play MOH source J

After in queue for 20 seconds, play in queue message S

Play MOH source J

After 60 seconds, repeat in queue message S

Repeat steps on lines 9 and 10 until agent is available in skills G, H, I



SKILL H - TRAMPOLINES – 75475

Check holiday table P for schedule


If 3 calls in queue, play message X and disconnect

If longest waiting call exceeds 2 min, route to message X and disconnect

If agent logged in, route to agent waiting the longest in skill H

If agent logged in but none available, state anticipated wait time based on maximum delay in answer

Play in queue message T

Play MOH source K

After 30 seconds, play in queue message U

Repeat steps on lines 21 and 22 until agent is available in skill H

SKILL I – KANGAROO SHOES - 75476

Check holiday table Q for schedule


If 3 calls in queue, play message X and disconnect

If longest waiting call exceeds 2 min, route to message X and disconnect

If agent logged in, route to agent waiting the longest in skill I

If three rings no answer, make agent not ready and return call to queue in highest priority

If agent logged in but none available, state anticipated wait time based on maximum delay in answer

Play in queue message V (Caller maintains place in queue)

Play MOH source L After 10 seconds, play in queue message W Repeat steps on lines 33 and 34 until agent is available in skill

6.3 Appendix C - In Queue Messages / Announcements

Message Announcement

Message R All agents are assisting other callers. Please hold for the next available agent

Message S Please continue to hold.



Message T All agents are currently busy. You can find additional info at pbcgov.com. If you would prefer to receive a callback, please say or enter your telephone number now. Staff responsible for callbacks to customers will receive notification of same and will be provided with a simple callback option.

Message U Please continue to hold. PBC Government is looking forward to assisting you.

Message V All agents are busy. While you wait, if you would like to hear information about recent updates to Hopping, Bouncing or Jumping regulations press 1 now. Your call will be answered in the order in which it was received.

* If caller presses 1, caller stays in queue but hears message Y

Message W Please continue to hold for a Vertically Active representative

Message X You have reached us at a very busy time. Please call back.

Message Y Hopping, Bouncing & Jumping regulations are now in effect. Your call is very important to us. Please continue to hold for the next available agent.

Message Z No one is available to take your call. Please call back during normal business hours, 8AM until 5PM, Monday through Friday. Good bye.

6.4 Appendix D - System Parameters

Intercom groups A, B, C

Intercom Exts 00-99

Call Pick Up groups D, E, F

ACD Skills G, H, I

Music on Hold Sources J, K, L

Paging groups M, N

Holiday tables O, P, Q

In queue message R, S, T, U, V, W

Recorded Information X, Y, Z



Dialing Plan

Lead Digit Local NXX Range Service

7 227 5413 – 5432 D.I.D.

7 --- 5470 – 5499 non-D.I.D.

Extension Range 75413 - 75499

Number assignments

75429 Director

75428 Director private line

75424 Secretary

75423 Secretary rollover

75418 ACD A

75419 ACD B

75472 ACD C

75473 ACD D

75474 Skill G

75475 Skill H

75476 Skill I

75422 Executive I

75427 Admin I

75423 Executive II

75421 Admin II

75420 ACD Supervisor 1

75424 ACD Supervisor 2

75470 Analog 1

75471 Analog 2

75430 Voicemail

75425 Main Menu – Auto Attendant

75426 Permit Rates

75432 FAX

75480 Remote Office – Room 401.7



Appendix E - Acronyms

AA Auto Attendant

ACD Automatic Call Distribution

ALI Automatic Location Identification

ANI Automatic Number Identification

ATA Analog Terminal Adapter

CAC Connection Admission Control

CTI Computer Telephony Integration

E-911 Enhanced 911 Service

ELIN Emergency Location Identification Number

ERL Emergency Response Location

FTP File Transfer Protocol

H.323 H.323 Protocol

IM Instant Messaging

IP Internet Protocol

IVR Interactive Voice Response

LAN Local Area Network

NIU Network Interface Unit

OS Operating System

PBX Private Branch Exchange

POTS Plain Old Telephone Service

p-ANI pseudo- Automatic Number Identification

PSAP Public Safety Answering Point

PSTN Public Switched Telephone Network

QoS Quality of Service

RTP Real-time Transport Protocol

SBC Session Border Controller

SIP Session Initiation Protocol

SNMP Simple Network Management Protocol

SSH Secure Shell



TCP Transmission Control Protocol

TDM Time-Division Multiplexing

TFTP Trivial File Transfer Protocol

TTY Teletypewriter

UC Unified Communications

UDP User Datagram Protocol

UTP Unshielded Twisted Pair

VLAN Virtual LAN

VoIP Voice over Internet Protocol

WAN Wide Area Network

End of Part VI

Documents

Unified Communications Evaluation Plan