ALE Application Partner Program Inter-Working ReportOXE R12.2 (M3.402.13.f) TSAPI R 7.4.1...
Transcript of ALE Application Partner Program Inter-Working ReportOXE R12.2 (M3.402.13.f) TSAPI R 7.4.1...
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ALE Application Partner Program Inter-Working Report
Partner: NICE Application type: Voice Recording Systems
Application name: NICE Uptivity Alcatel-Lucent Enterprise Platform:
OmniPCXEnterprise™
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. .
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Certification overview
Date of the certification 25-26-27 Sept 2018 + 07-08 Nov 2018
ALE International representative Bernard MAREC
AAPP member representative Matt HAMPTON
Alcatel-Lucent Communication Platform
OmniPCX Enterprise
Alcatel-Lucent platforms release OXE R12.2 (M3.402.13.f)
TSAPI R 7.4.1
Partner’s application release Nice Uptivity (18.1.1)
Application Category Voice recording
Author(s): Bernard MAREC 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
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AAPP Member Contact Information
Contact name: Matt Hampton Title: Sr Product Manager Address : 555 S Front St City: Columbus Ohio Country: USA Phone: 801-715-5581 Fax: Mobil Web address: https://www.nice.com/engage/uptivitywem E-mail: [email protected]
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TABLE OF CONTENTS
1 INTRODUCTION ...................................................................................................................................... 9
2 VALIDITY OF THE INTERWORKING REPORT ........................................................................... 10
3 LIMITS OF THE TECHNICAL SUPPORT ....................................................................................... 11
3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS ........................................................................... 11
4 APPLICATION INFORMATION ........................................................................................................ 12
5 TEST ENVIRONMENT .......................................................................................................................... 14
5.1 HARDWARE CONFIGURATION ............................................................................................................ 15 5.2 SOFTWARE CONFIGURATION .............................................................................................................. 15
6 SUMMARY OF TEST RESULTS ........................................................................................................ 17
6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ...................................................................................... 17 6.2 SUMMARY OF PROBLEMS ................................................................................................................... 18 6.3 SUMMARY OF LIMITATIONS ............................................................................................................... 18 6.4 NOTES, REMARKS .............................................................................................................................. 18
7 TEST RESULT TEMPLATE ................................................................................................................ 19
8 TESTS RESULTS FOR IP DR LINK RECORDING ......................................................................... 20
8.1 INBOUND CALLS................................................................................................................................. 20 8.1.1 Test Objectives .......................................................................................................................... 20 8.1.2 Test Results ............................................................................................................................... 20
8.2 INTERNAL CALLS ............................................................................................................................... 22 8.2.1 Test Objectives .......................................................................................................................... 22 8.2.2 Test Results ............................................................................................................................... 22
8.3 OUTBOUND CALLS ............................................................................................................................. 23 8.3.1 Test Objectives .......................................................................................................................... 23 8.3.2 Test Results ............................................................................................................................... 23
8.4 TRANSFER OF AN INBOUND CALL – BLIND TRANSFER........................................................................ 24 8.4.1 Test Objectives .......................................................................................................................... 24 8.4.2 Test Results ............................................................................................................................... 24
8.5 TRANSFER OF AN INBOUND CALL – SUPERVISED TRANSFER .............................................................. 25 8.5.1 Test Objectives .......................................................................................................................... 25 8.5.2 Test Results ............................................................................................................................... 25
8.6 TRANSFER OF AN OUTBOUND CALL – BLIND TRANSFER .................................................................... 26 8.6.1 Test Objectives .......................................................................................................................... 26 8.6.2 Test Results ............................................................................................................................... 26
8.7 TRANSFER OF AN OUTBOUND CALL – SUPERVISED TRANSFER ........................................................... 27 8.7.1 Test Objectives .......................................................................................................................... 27 8.7.2 Test Results ............................................................................................................................... 27
8.8 3 WAY INBOUND CONFERENCE CALL ................................................................................................ 28 8.8.1 Test Objectives .......................................................................................................................... 28 8.8.2 Test Results ............................................................................................................................... 28
8.9 3 WAY INBOUND CONFERENCE CALL – THE THIRD PARTY DROPS OUT FIRST .................................... 29 8.9.1 Test Objectives .......................................................................................................................... 29 8.9.2 Test Results ............................................................................................................................... 29
8.10 3 WAY INBOUND CONFERENCE CALL – THE CONFERENCER DROPS OUT FIRST & SECOND AGENT NOT
RECORDED ..................................................................................................................................................... 30 8.10.1 Test Objectives .......................................................................................................................... 30 8.10.2 Test Results ............................................................................................................................... 30
8.11 3 WAY OUTBOUND CONFERENCE CALL ............................................................................................ 31 8.11.1 Test Objectives .......................................................................................................................... 31
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8.11.2 Test Results ............................................................................................................................... 31 8.12 3 WAY OUTBOUND CONFERENCE CALL – THE THIRD PARTY DROPS OUT FIRST................................. 32
8.12.1 Test Objectives .......................................................................................................................... 32 8.12.2 Test Results ............................................................................................................................... 32
8.13 3 WAY OUTBOUND CONFERENCE CALL – THE CONFERENCER DROPS OUT FIRST & SECOND AGENT
NOT RECORDED .............................................................................................................................................. 33 8.13.1 Test Objectives .......................................................................................................................... 33 8.13.2 Test Results ............................................................................................................................... 33
8.14 CONTACT CENTER : SUPERVISED CALLS : NORMAL LISTENING.......................................................... 34 8.14.1 Test Objectives .......................................................................................................................... 34 8.14.2 Test Results ............................................................................................................................... 34
8.15 CONTACT CENTER : SUPERVISED CALLS : RESTRICTED INTRUSION.................................................... 36 8.15.1 Test Objectives .......................................................................................................................... 36 8.15.2 Test Results ............................................................................................................................... 36
8.16 CONTACT CENTER : SUPERVISED CALLS : INTRUSION........................................................................ 37 8.16.1 Test Objectives .......................................................................................................................... 37 8.16.2 Test Results ............................................................................................................................... 37
8.17 CONTACT CENTER : SUPERVISED CALLS : HELP ................................................................................. 38 8.17.1 Test Objectives .......................................................................................................................... 38 8.17.2 Test Results ............................................................................................................................... 38
8.18 CONTACT CENTER : INCOMING PRIVATE CALLS ................................................................................ 39 8.18.1 Test Objectives .......................................................................................................................... 39 8.18.2 Test Results ............................................................................................................................... 39
8.19 CONTACT CENTER : OUTGOING PRIVATE CALLS ............................................................................... 40 8.19.1 Test Objectives .......................................................................................................................... 40 8.19.2 Test Results ............................................................................................................................... 40
8.20 CONTACT CENTER : AGENT WELCOME GUIDE ................................................................................... 42 8.20.1 Test Objectives .......................................................................................................................... 42 8.20.2 Test Results : ............................................................................................................................. 42
8.21 CONTACT CENTER : FREE SEATING ................................................................................................... 44 8.21.1 Test Objectives .......................................................................................................................... 44 8.21.2 Test Results : ............................................................................................................................. 44
8.22 BUSINESS SETS : MULTILINE SETS ..................................................................................................... 45 8.22.1 Test Objectives .......................................................................................................................... 45 8.22.2 Test Results : Record lines with the same number .................................................................... 45 8.22.3 Test procedure: Record lines with several numbers ................................................................. 47 8.22.4 Test procedure: Not record several lines ( inbound calls ) ....................................................... 49
8.23 BUSINESS SETS : MLA FEATURE – SECONDARY MLA SET ANSWERS ................................................ 50 8.23.1 Test Objectives .......................................................................................................................... 50 8.23.2 Test Results : ............................................................................................................................. 50
8.24 BUSINESS SETS : MLA FEATURE – SWAPPING BETWEEN 2 PRIMARY MLA LINES ............................. 51 8.24.1 Test Objectives .......................................................................................................................... 51 8.24.2 Test Results : ............................................................................................................................. 51
8.25 BUSINESS SETS : MLA FEATURE – SWAPPING BETWEEN PRIMARY AND SECONDARY MLA LINES .... 53 8.25.1 Test Objectives .......................................................................................................................... 53 8.25.2 Test Results : ............................................................................................................................. 53
8.26 BUSINESS SETS : TANDEM ................................................................................................................. 54 8.26.1 Test Objectives .......................................................................................................................... 54 8.26.2 Test Results : Inbound call to Main set ..................................................................................... 54 8.26.3 Test Results : Outbound call from the Main set ........................................................................ 54 8.26.4 Test Results : Inbound call to Secondary set ............................................................................. 55 8.26.5 Test Results : Outbound call from the Secondary set ................................................................ 55
8.27 BEEP GENERATION – SINGLE BEEP .................................................................................................... 56 8.27.1 Test Objectives .......................................................................................................................... 56 8.27.2 Test Results : ............................................................................................................................. 56
8.28 BEEP GENERATION – SEVERAL BEEPS ............................................................................................... 56 8.28.1 Test Objectives .......................................................................................................................... 56 8.28.2 Test Results : ............................................................................................................................. 56
8.29 COMPRESSION TYPE TESTS ................................................................................................................. 57 8.29.1 Test objectives ........................................................................................................................... 57
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8.29.2 Test results ................................................................................................................................ 57
9 NETWORK IP DR LINK RECORDING TESTS ................................................................................ 58
9.1 SIMPLE CALLS .................................................................................................................................... 58 9.1.1 Test Objectives .......................................................................................................................... 58 9.1.2 Test Results ............................................................................................................................... 58
9.2 TRANSFER OF AN INBOUND CALL FROM LOCAL TO REMOTE – BLIND TRANSFER ............................... 59 9.2.1 Test Objectives .......................................................................................................................... 59 9.2.2 Test Results ............................................................................................................................... 59
9.3 TRANSFER OF AN INBOUND CALL FROM REMOTE TO LOCAL – BLIND TRANSFER ............................... 60 9.3.1 Test Objectives .......................................................................................................................... 60 9.3.2 Test Results ............................................................................................................................... 60
9.4 TRANSFER OF AN INBOUND CALL BETWEEN 2 NODES – BLIND TRANSFER .......................................... 61 9.4.1 Test Objectives .......................................................................................................................... 61 9.4.2 Test Results ............................................................................................................................... 61
9.5 TRANSFER OF AN INBOUND CALL FROM LOCAL TO REMOTE – SUPERVISED TRANSFER ..................... 62 9.5.1 Test Objectives .......................................................................................................................... 62 9.5.2 Test Results ............................................................................................................................... 62
9.6 TRANSFER OF AN INBOUND CALL FROM REMOTE TO LOCAL – SUPERVISED TRANSFER ..................... 64 9.6.1 Test Objectives .......................................................................................................................... 64 9.6.2 Test Results ............................................................................................................................... 64
9.7 TRANSFER OF AN INBOUND CALL BETWEEN 2 NODES – SUPERVISED TRANSFER ................................ 65 9.7.1 Test Objectives .......................................................................................................................... 65 9.7.2 Test Results ............................................................................................................................... 65
9.8 TRANSFER OF AN OUTBOUND CALL FROM LOCAL TO REMOTE – BLIND TRANSFER ............................ 66 9.8.1 Test Objectives .......................................................................................................................... 66 9.8.2 Test Results ............................................................................................................................... 66
9.9 TRANSFER OF AN OUTBOUND CALL FROM REMOTE TO LOCAL – BLIND TRANSFER ............................ 67 9.9.1 Test Objectives .......................................................................................................................... 67 9.9.2 Test Results ............................................................................................................................... 67
9.10 TRANSFER OF AN OUTBOUND CALL BETWEEN 2 NODES – BLIND TRANSFER ....................................... 68 9.10.1 Test Objectives .......................................................................................................................... 68 9.10.2 Test Results ............................................................................................................................... 68
9.11 TRANSFER OF AN OUTBOUND CALL FROM LOCAL TO REMOTE – SUPERVISED TRANSFER .................. 69 9.11.1 Test Objectives .......................................................................................................................... 69 9.11.2 Test Results ............................................................................................................................... 69
9.12 TRANSFER OF AN OUTBOUND CALL FROM REMOTE TO LOCAL – SUPERVISED TRANSFER .................. 70 9.12.1 Test Objectives .......................................................................................................................... 70 9.12.2 Test Results ............................................................................................................................... 70
9.13 TRANSFER OF AN OUTBOUND CALL BETWEEN 2 NODES – SUPERVISED TRANSFER ............................. 71 9.13.1 Test Objectives .......................................................................................................................... 71 9.13.2 Test Results ............................................................................................................................... 71
9.14 3 WAY INBOUND CONFERENCE CALL – STARTING FROM LOCAL TO REMOTE................................... 72 9.14.1 Test Objectives .......................................................................................................................... 72 9.14.2 Test Results ............................................................................................................................... 72
9.15 3 WAY INBOUND CONFERENCE CALL – STARTING FROM REMOTE TO LOCAL ................................... 73 9.15.1 Test Objectives .......................................................................................................................... 73 9.15.2 Test Results ............................................................................................................................... 73
9.16 3 WAY OUTBOUND CONFERENCE CALL – STARTING FROM LOCAL TO REMOTE ............................... 74 9.16.1 Test Objectives .......................................................................................................................... 74 9.16.2 Test Results ............................................................................................................................... 74
9.17 3 WAY OUTBOUND CONFERENCE CALL – STARTING FROM REMOTE TO LOCAL ............................... 75 9.17.1 Test Objectives .......................................................................................................................... 75 9.17.2 Test Results ............................................................................................................................... 75
10 RELIABILITY TESTS : IP DR-LINK ............................................................................................... 76
10.1 FAILURE TESTS .................................................................................................................................. 76 10.1.1 Test Environment ...................................................................................................................... 76 10.1.2 Objectives .................................................................................................................................. 77 10.1.3 Test Results : Bad devices ......................................................................................................... 77
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10.1.4 Test Results : Not authorized recording .................................................................................... 78 10.1.5 Test Results : No Recording when the parameter “DR-Link on IP supported” = FALSE ....... 79 10.1.6 Test Results : License not available .......................................................................................... 80 10.1.7 Test Results : Max Licenses reached ........................................................................................ 80
10.2 SWITCH FAILURE ............................................................................................................................... 81 10.2.1 Test Environment ...................................................................................................................... 81 10.2.2 Objectives .................................................................................................................................. 82 10.2.3 Test Results ............................................................................................................................... 82
10.3 CTI LINK FAILURE - OTS SERVICE FAILURE ..................................................................................... 84 10.3.1 Test Environment ...................................................................................................................... 84 10.3.2 Objectives .................................................................................................................................. 85 10.3.3 Test Results ............................................................................................................................... 85
10.4 VRS : LINK FAILURE ......................................................................................................................... 86 10.4.1 Test Environment ...................................................................................................................... 86 10.4.2 Objectives .................................................................................................................................. 87 10.4.3 Test Results ............................................................................................................................... 87
10.5 VOIP LOGGER : LINK FAILURE .......................................................................................................... 88 10.5.1 Test Environment ...................................................................................................................... 88 10.5.2 Objectives .................................................................................................................................. 89 10.5.3 Test Results ............................................................................................................................... 89
10.6 REDUNDANCY TESTS : OXE IN SPATIAL REDUNDANCY .................................................................... 90 10.6.1 Test Environment ...................................................................................................................... 90 10.6.2 Objectives .................................................................................................................................. 91 10.6.3 Test Results : OXE in Spatial Redundancy .............................................................................. 91
10.7 REDUNDANCY TESTS : TSAPI BACKUP ............................................................................................. 93 10.7.1 Test Environment ...................................................................................................................... 93 10.7.2 Objectives .................................................................................................................................. 94 10.7.3 Test Results : TSAPI Backup .................................................................................................... 94
10.8 PASSIVE CALL SERVER ( IP DR-LINK ) .............................................................................................. 96 10.8.1 Test Environment ...................................................................................................................... 96 10.8.2 Test Objectives .......................................................................................................................... 96 10.8.3 Test Results : ............................................................................................................................. 97
10.9 UNDERSTANDING OF THE LOGS FILES ................................................................................................ 98 10.9.1 Test Objectives .......................................................................................................................... 98 10.9.2 Test Results ............................................................................................................................... 98
10.10 NOTIFICATIONS & ALARMS ............................................................................................................ 98 10.10.1 Test Objectives ...................................................................................................................... 98 10.10.2 Test Results ........................................................................................................................... 98
11 CTI PARAMETERS .......................................................................................................................... 99
12 APPENDIX A : AAPP MEMBER’S APPLICATION DESCRIPTION ...................................... 100
13 APPENDIX B: CONFIGURATION REQUIREMENTS OF THE AAPP MEMBER’S
APPLICATION ............................................................................................................................................ 101
14 APPENDIX C: ALCATEL-LUCENT ENTERPRISE COMMUNICATION PLATFORM:
CONFIGURATION REQUIREMENTS .................................................................................................... 103
14.1 CONFIGURATION FOR IP DR-LINK ................................................................................................... 103 14.1.1 CSTA parameters .................................................................................................................... 103 14.1.2 Phone Facilities Categories parameter .................................................................................. 104 ................................................................................................................................................................ 104 14.1.3 Recording IP Logger ............................................................................................................... 104 14.1.4 Quality of service for IP recording parameter (IP / IP Domain) ............................................ 105 14.1.5 IP DR-Link licenses ................................................................................................................ 105
14.2 ADDITIONAL PARAMETER FOR IP DR-LINK: .................................................................................... 105
15 APPENDIX D: AAPP MEMBER’S ESCALATION PROCESS .................................................. 106
16 APPENDIX E: AAPP PROGRAM ................................................................................................. 107
16.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)....................................................... 107 16.2 ENTERPRISE.ALCATEL-LUCENT.COM .............................................................................................. 108
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17 APPENDIX F: AAPP ESCALATION PROCESS ......................................................................... 109
17.1 INTRODUCTION ................................................................................................................................ 109 17.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ........................................................... 110 17.3 ESCALATION IN ALL OTHER CASES ................................................................................................... 111 17.4 TECHNICAL SUPPORT ACCESS .......................................................................................................... 112
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1 Introduction This document is the result of the certification tests performed between the AAPP member’s application and Alcatel-Lucent Enterprise’s platform. It certifies proper inter-working with the AAPP member’s application. The scope of the tests is the interoperability of the application with the Alcatel-Lucent Communication Platform. It covers a basic or complex inter-working to ensure that services requested by the application and provided by the Communication Platform (and/or conversely) are properly completed. These tests do not verify the functional achievement of the application as well as they do not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.
These tests do not verify the functional achievement of the application as well as they do not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.
The first installations are used to complete those tests performed in labs with real customer conditions (Beta Test process) The Application Partner is invited to inform Alcatel-Lucent about the results of those fist installations.
Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to ongoing product improvements and revisions, ALE International cannot guarantee accuracy of printed material after the date of certification nor can it accept responsibility for errors or omissions. Updates to this document can be viewed on:
- the Technical Support page of the Enterprise Business Portal (https://businessportal.alcatel-lucent.com) in the Application Partner Interworking Reports corner (restricted to Business Partners)
- the Application Partner portal (https://www.al-enterprise.com/en/partners/aapp) with free access.
Interworking Certification labels:
“Sampling” calls can fit with Quality Management in Contact Center, to record some calls.
Installation, error handling and traces are checked for the Alcatel-Lucent interface. In addition to the previous requirements,
“Total” means the capability to record all types of calls, for all types of telephone devices, for Contact
Center and Business environments and using all CSTA data. Each of those recording levels can run for the different types of connection. The Alcatel-Lucent Dedicated Recording Link can be used for a “Stand alone” site only or for “Networked” in distributed multi-site environment. 2. In addition to the “Sampling” capabilities, “Total” means the call types, for all telephone devices, within both Contact Center and Business environments, and using all CSTA data.
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2 Validity of the InterWorking Report This InterWorking report specifies the products and releases which have been certified. This inter-working report is valid unless specified until the AAPP member issues a new major release of such product (incorporating new features or functionalities), or until ALE International issues a new major release of such Alcatel-Lucent Enterprise product (incorporating new features or functionalities), whichever first occurs. A new release is identified as following:
a “Major Release” is any x. enumerated release. Example Product 1.0 is a major product release.
a “Minor Release” is any x.y enumerated release. Example Product 1.1 is a minor product release
The validity of the InterWorking report can be extended to upper major releases, if for example the interface didn’t evolve, or to other products of the same family range. Please refer to the “IWR validity extension” chapter at the beginning of the report.
Note 1: The InterWorking report becomes automatically obsolete when the mentioned product releases are end of life.
Note 2: The renewal of the interoperability test (certification) is under the responsibility of the partner except if the certification fee is included in the program fee (e.g. “Application Partner” membership level) in this case ALE will schedule a new certification every two year
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3 Limits of the Technical support
For certified AAPP applications, Technical support will be provided within the scope of the features which have been certified in the InterWorking report. The scope is defined by the InterWorking report via the tests cases which have been performed, the conditions and the perimeter of the testing and identified limitations. All those details are documented in the IWR. The Business Partner must verify an InterWorking Report (see above “Validity of the InterWorking Report) is valid and that the deployment follows all recommendations and prerequisites described in the InterWorking Report.
The certification does not verify the functional achievement of the AAPP member’s application as well as it does not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.
Any possible issue will require first to be addressed and analyzed 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 any request outside the scope of this IWR, ALE International offers the “On Demand Diagnostic” service where assistance will be provided against payment. For details on all cases (3
rd party application certified or not, request outside the scope of this IWR,
etc.), please refer to Appendix F “AAPP Escalation Process”.
3.1 Case of additional Third party applications
In case at a customer site an additional third party application NOT provided by ALE International is included in the solution between the certified Alcatel-Lucent Enterprise and AAPP member products such as a Session Border Controller or a firewall for example, ALE International will consider that situation as to that where no IWR exists. ALE International will handle this situation accordingly (for more details, please refer to Appendix F “AAPP Escalation Process”).
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4 Application information Application family : Voice Recording System Application commercial name: NICE Uptivity Application version: 18.1.1 Interface type: TSAPI Premium Server Interface version (if relevant): 7.4.1
Voice logger Features available Features Features tested in this
from the recorder side supported by ALE report
Extension side recording NO NO NO
Trunk side recording NO NO NO
DR-Link recording : NO NO NO
- Static mode in DR-Link *
- Dynamic mode in DR-Link *
IP DR-Link recording :
- Static mode in IP DR-link * NO NO NO
- Dynamic mode in IP DR-Link * YES YES YES
Remote DR-Link recording * NO NO NO
IP DR-link Network recording * YES YES YES
Mixed recording * NO NO NO
IP sniffing NO NO NO
Free seating YES YES YES
Selective recording YES YES YES
CCD calls YES YES YES
Business calls YES YES YES
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Definitions :
Static Mode : The Voice Recording System sends a unique start recording request to the OmniPCXEnterprise for each recorded user at the CSTA connection.
Dynamic Mode : The Voice Recording System sends a start recording request to the OmniPCXEnterprise for each conversation of each recorded user.
TDM DR Link Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. The Voice TDM logger is connected to PCM2 board on Alcatel-Lucent OmniPCX Enterprise.
Remote TDM DR Link Recording : The OmniPCX Enterprise(s) are connected with ABC-F link to central OmniPCX Enterprise. The Active TDM logger is connected to the central node.
IP DR-Link Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. The VoIP-logger is connected directly to Network of the handsets.
IP DR-Link Network Recording : The OmniPCX Enterprise(s) are connected with ABC-F link to central OmniPCX Enterprise. The VoIP-logger is connected directly to the central node.
Mixed Recording ( Recording between TDM & IP sets ) : selection of the used voice logger ( DR-link logger or IP DR-link logger )
Trunk Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. This method tests Total recording in the Voice Recording Server. The Voice logger is connected on Alcatel OXE with E1, T2 or T0 trunk.
Extension Side Recording using the Alcatel-Lucent OmniPCX Enterprise and TSAPI. This method tests Total recording. Loggers record directly from extensions and are configured to receive direct parallel inputs to the extensions.
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5 Test environment
Tests Configuration :
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
TDM Set
IP Phone
192.168.6.X
Mask : 255.255.255.0
TDM Set
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
NICE Uptivity
(One box solution)
Call Server 1
( Active )
TSAPI
172.27.145.X
Mask : 255.255.255.0
Call Server 2
( Stand By )
TSAPI
BACKUP
TSAPI Server 7.4.1
is embedded on
the Voice Recorder
system
TSAPI Server 7.4.1
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5.1 Hardware configuration
List main hardware equipments used for testing
OmniPCX Entreprise: Appliance servers, T2 and PCM interfaces, UA and Z interfaces, IP phones, Digital & analog sets o CS (Call Server Processing Unit) o GD o GA o PCM2 ( MG IVR-Z30 ) o PRA T2 (ISDN Access) o MIX 2/4/4 (Digital & analog interfaces) o UA digital and analog sets o IP Phones
Phones sets : o Agents ( TDM sets ) in principal node : A, B, C o Agents ( IP Phones sets ) in principal node : V1, V2, V3 o Business sets in principal node : M, N o Agents ( TDM sets ) in remote node : RA, RB, RC o Agents ( IP Phones sets ) in remote node : RV1, RV2, RV3
5.2 Software configuration
List main softwares used for testing
Alcatel Communication Platform: OmniPCX Enterprise R12.2 M3.402.13.f
TSAPI Premium Server : 7.4.1
Server on which TSAPI is installed : Windows Server 2008 R2 Standard SP1 (64-bit)
Partner Application : Nice Uptivity
Web 18.1.1, this contains the GUI for all the settings you see in the web portal.
CTI (18.99.1012)
CTI component version:
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TSAPI Server version:
csta32.dll version:
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6 Summary of test results
6.1 Summary of main functions supported
Features
IP D
R-L
ink
Record
ing
N
etw
ork
ing
IP D
RLin
k
Sam
plin
g
Tota
l
Comments
Basic calls:
Inbound calls
Outbound Calls
Internal calls
Transfer
3 Way Conference Call
Contact Center :
Supervised Calls
Private incoming calls
Private outgoing calls
Free seating
Business sets :
Multi lines set
MLA sets
Tandem
Outbound call from the
Secondary set not recorded
Beep generation
Codec G723 is not supported
Reliability
Basic failure
OXE failure
Partially OK see summary
of limitations
CTI link failure
Partially OK see summary
of limitations
Redundancy Tests
Spatial redundancy of the OXE
Partially OK see summary
of limitations
TSAPI backup
Partially OK see summary
of limitations
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Passive Call Server Not applicable
6.2 Summary of problems
Contact Center : Outgoing Private Calls = > Correction => add a parameter to select of the Outgoing private call is recorded or not. Boolean is “recordPrivateOutgoingAcdCalls” in the file AlcatelTsapi_OXE.cs under the folder c:\Program Files (x86)\CallCopy\Recorder\CtiCore\ChannelScript
Business Sets : Multiline sets no record of the call on the second line. => Correction installed
Business Sets : Tandem Inbound call to Secondary set = > no record for the secondary set => correction done
6.3 Summary of limitations
Business Sets : Tandem Outbound call from the Secondary set
no record
Compression type tests G723 is not supported
Reliability tests Switch Failure, OTS Service Failure, VRS link Failue, Redundancy Tests, TSAPI Backup For the call which is in progress during the failure, the behavior of the Nice Uptivity is to not associate audio (from beginning of call to point of failure) to the created record.
Not possible to listen to the audio part recorded before the reboot of the OXE. info of record are displayed but no audio in the record
Passive Call Server => not applicable
6.4 Notes, remarks Inbound calls:
Call Direction info = ? => corrected
Contact Center : Supervised Calls There is no record for the supervisor => correction added
StartIPRecording for the agent and for the supervisor after the conferenced event.
Business sets : Record lines with several numbers = > There is one record which includes the 2 calls
Business Sets : MLA Feature - swapping between 2 Primary MLA lines The 2 calls are recorded in the same record.
Relaibility tests Failure Tests =>Info of record are displayed, but no audio in the record.
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7 Test Result Template The results are presented as indicated in the example below:
Test Case
Id Test Case N/A OK NOK Comment
1
Test case 1
Action
Expected result
2
Test case 2
Action
Expected result
The application waits for PBX timer or phone set hangs up
3
Test case 3
Action
Expected result
Relevant only if the CTI interface is a direct CSTA link
4
Test case 4
Action
Expected result
No indication, no error message
… …
Test Case Id: a feature testing may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Test Case: describes the test case with the detail of the main steps to be executed the and the expected result N/A: when checked, means the test case is not applicable in the scope of the application OK: when checked, means the test case performs as expected NOK: when checked, means the test case has failed. In that case, describe in the field “Comment” the reason for the failure and the reference number of the issue either on ALE International side or on AAPP member side Comment: to be filled in with any relevant comment. Mandatory in case a test has failed especially the reference number of the issue.
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8 Tests Results for IP DR Link Recording
8.1 Inbound calls
8.1.1 Test Objectives
This test checks that VRS is able to record inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.1.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make a PSTN inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds before hanging-up.
1 rec
2
New inbound call
Make an inbound call to Agent 3401 ( call is routed through pilot 3101 distribution ).
Agent 3401 answers the call and speaks for at least 10 seconds before hanging-up.
1 rec
3
Check the records in the VRS
In the VRS application, playback the above conversations
Audio OK
Note: Zdpost d 3400 | grep Csta
CstaRecording : IP recording
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Call Direction info = ? o Correction added => Call Direction = I
Test d’enregistrement avec poste IP Phone 8018
CstaRecording : IP recording 1 rec, audio OK
Test d’enregistrement avec poste IP Phone 8028s
CstaRecording : IP recording 1 rec, audio OK
Test d’enregistrement avec poste IP Phone 8078s
CstaRecording : IP recording 1 rec, audio OK
Test d’enregistrement avec poste IP Phone 8068
CstaRecording : IP recording 1 rec, audio OK
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8.2 Internal calls
8.2.1 Test Objectives
This test checks that VRS is able to record internal calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.2.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Internal call
Make an internal call from Agent V1 to Agent V2
Agent V2 answers the call and speaks for at least 10 seconds before hanging-up.
2 recs
2
New internal call
Make an internal call from Agent V1 to Agent V2 ( call is routed through pilot distribution ).
Agent V2 answers the call and speaks for at least 10 seconds before hanging-up.
2 recs
3
Check the records in the VRS
In the VRS application, check the records
Audio OK
Note: Call Direction => see screenshot
o Correction added
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8.3 Outbound calls
8.3.1 Test Objectives
This test checks that VRS is able to record outbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.3.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call
Make a PSTN outbound call from Agent V1
The external party answers the call and speaks for at least 10 seconds before hanging-up.
1 rec Call Direction = O
2
Check the records in the VRS
In the VRS application, check the records
Audio OK
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8.4 Transfer of an inbound call – Blind Transfer
8.4.1 Test Objectives
This test checks that VRS is able to record blind transferred calls for inbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.4.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent 3400
Agent 3400 answers the call and speaks for at least 10 seconds.
1 rec
2
Enquiry and transfer
Agent 3400 makes an internal call to Agent 3401 ( the inbound call is automatically put on hold )
Agent 3400 transfers the inbound held call to Agent 3401
3
Transferred call
Agent 3401 answers the call and speaks for at least 10 seconds before hanging-up
1 rec
4
Check the records in the VRS
In the VRS application, check the records
2 recs, Audio OK
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8.5 Transfer of an inbound call – Supervised Transfer
8.5.1 Test Objectives
This test checks that VRS is able to record supervised transferred calls for inbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.5.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent 3400
Agent V1 answers the call and speaks for at least 10 seconds.
1 rec (3400)
2
Enquiry call
Agent 3400 makes an internal call to Agent 3401 ( the inbound call is automatically put on hold )
Agent 3400 and Agent 3401 are in conversation
Rec (3400) continues until the transfer to 3401 1 rec (3401)
3
Transfer
Agent 3400 transfers the inbound held call to Agent 3401
4
Transferred call
Agent 3401 and the external party speak at least during 10 seconds before hanging-up
Rec (3401) continues until 3401 hangs up.
5
Check the records in the VRS
In the VRS application, check the records
Audio OK
Note: rec (3400) rec (3401)
Enquiry call
(3400 – 3401)
1 2
2 4
3400 transfers
the call
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8.6 Transfer of an outbound call – Blind Transfer
8.6.1 Test Objectives
This test checks that VRS is able to record blind transferred calls for outbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.6.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call
Make an outbound call from Agent V1
The external party answers the call and speaks for at least 10 seconds.
1 rec (Agent V1)
2
Enquiry and transfer
Agent V1 makes an internal call to Agent V2 ( the outbound call is automatically put on hold )
Agent V1 transfers the outbound held call to Agent V2
3
Transferred call
Agent V2 answers the call and speaks for at least 10 seconds before hanging-up
1 rec (Agent V2)
4
Check the records in the VRS
In the VRS application, check the records
Audio OK
Note: Call Direction for Agent V1 is O => means Outgoing But Call Direction for Agent V2 is ?
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8.7 Transfer of an outbound call – Supervised Transfer
8.7.1 Test Objectives
This test checks that VRS is able to record supervised transferred calls for outbound calls . In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.7.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call
Make an outbound call from Agent V1
The external party answers the call and speaks for at least 10 seconds.
1 rec (Agent V1)
2
Enquiry call
Agent V1 makes an internal call to Agent V2 ( the outbound call is automatically put on hold )
Agent V1 and Agent V2 are in conversation
Rec Agent V1 continues 1 rec (Agent V2)
3
Transfer
Agent V1 transfers the outbound held call to Agent V2
4
Transferred call
Agent V2 and the external party speak at least during 10 seconds before hanging-up
Rec Agent V2 continues
5
Check the records in the VRS
In the VRS application, check the records
Audio OK
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8.8 3 Way Inbound Conference Call
8.8.1 Test Objectives
This test checks that VRS is able to record conference calls for inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.8.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds.
1 rec (Agnet V1)
2
Enquiry call
Agent V1 makes an internal call to Agent V2 ( the inbound call is automatically put on hold )
Agent V1 and Agent V2 are in conversation
Rec (Agent V1) continues 1 rec (Agent V2)
3
Conference
Agent V1 conferences the inbound held call with Agent V2
4
Conferenced call
Agent V1 & V2 and the external party speak at least during 10 seconds
Rec (Agent v1) continues
5
The conferencer drops out
Agent V1 hangs up
Agent V2 and the external party speak at least during 10 seconds before hanging up
End of the rec (Agent V1) Rec (Agent v1) continues until Agent V2 hangs up
6
Check the records in the VRS
In the VRS application, check the records
Audio OK
Note:
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8.9 3 Way Inbound Conference Call – The third party drops out first
8.9.1 Test Objectives
This test checks that VRS is able to record conference calls for inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.9.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds.
Rec (Agent V1)
2
Enquiry call
Agent V1 makes an internal call to Agent V2 ( the inbound call is automatically put on hold )
Agent V1 and Agent V2 are in conversation
Rec (Agent V1) continues Rec (Agent V2)
3
Conference
Agent V1 conferences the inbound held call with Agent V2
Rec (Agent V1) continues Rec (Agent V2) continues
4
Conferenced call
Agent V1 & V2 and the external party speak at least during 10 seconds
5
The third party drops out
Agent V2 hangs up
Agent V1 and the external party speak at least during 10 seconds before hanging up
Rec (Agent V1) continues after Agent V2 hangs up.
6
Check the records in the VRS
In the VRS application, check the records
2 recs Audio OK
Note:
Agent V1
Agent V2
Agent V2 hangs up
Conf Enquiry
call
1
2
2
3
3
4
Agent V1
makes the conference
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8.10 3 Way Inbound Conference Call – The conferencer drops out first & second agent not recorded
8.10.1 Test Objectives
This test checks that VRS is able to record conference calls for inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.10.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Agent B not monitored
Check that the agent V2 is not monitored
2
Inbound call
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds.
1 rec (Agent V1)
3
Enquiry call
Agent V1 makes an internal call to Agent V2 ( the inbound call is automatically put on hold )
Agent V1 and Agent V2 are in conversation
Rec (Agent V1) continues)
4
Conference
Agent V1 conferences the inbound held call with Agent V2
5
Conferenced call
Agent V1 & V2 and the external party speak at least during 10 seconds
Rec (Agent V1) continues
6
The conferencer drops out
Agent V1 hangs up
Agent V2 and the external party speak at least during 10 seconds before hanging up
Rec is stopped after Agent V1 hangs up
7
Check the records in the VRS
In the VRS application, check the records
Audio OK
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8.11 3 Way Outbound Conference Call
8.11.1 Test Objectives
This test checks that VRS is able to record conference calls for outbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.11.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call
Make an outbound call from Agent V1
The external party answers the call and speaks for at least 10 seconds.
2
Enquiry call
Agent V1 makes an internal call to Agent V2 ( the outbound call is automatically put on hold )
Agent V1 and Agent V2 are in conversation
3
Conference
Agent V1 conferences the outbound held call with Agent V2
4
Conferenced call
Agent V1 & V2 and the external party speak at least during 10 seconds
5
The conferencer drops out
Agent V1 hangs up
Agent V2 and the external party speak at least during 10 seconds before hanging up
6
Check the records in the VRS
In the VRS application, check the records
2 recs Audio OK
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8.12 3 Way Outbound Conference Call – The third party drops out first
8.12.1 Test Objectives
This test checks that VRS is able to record conference calls for outbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.12.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call
Make an outbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds.
2
Enquiry call
Agent V1 makes an internal call to Agent V2 ( the outbound call is automatically put on hold )
Agent V1 and Agent V2 are in conversation
3
Conference
Agent V1 conferences the outbound held call with Agent V2
4
Conferenced call
Agent V1 & V2 and the external party speak at least during 10 seconds
5
The third party drops out
Agent V2 hangs up
Agent V1 and the external party speak at least during 10 seconds before hanging up
6
Check the records in the VRS
In the VRS application, check the records
2 recs Audio OK
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8.13 3 Way Outbound Conference Call – The conferencer drops out first & second agent not recorded
8.13.1 Test Objectives
This test checks that VRS is able to record conference calls for outbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.13.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Agent B not monitored
Check that the agent V2 is not monitored
2
Outbound call
Make an outbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds.
3
Enquiry call
Agent V1 makes an internal call to Agent V2 ( the outbound call is automatically put on hold )
Agent V1 and Agent V2 are in conversation
4
Conference
Agent V1 conferences the outbound held call with Agent V2
5
Conferenced call
Agent V1 & V2 and the external party speak at least during 10 seconds
6
The conferencer drops out
Agent V1 hangs up
Agent V2 and the external party speak at least during 10 seconds before hanging up
7
Check the records in the VRS
In the VRS application, check the records
1 rec. Audio OK
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8.14 Contact Center : Supervised Calls : normal listening General remark regarding the supervised calls : The supervisor can use ACD listening in permanently or dynamically ways. The following supervision scenarios are examined :
Normal listening ( the supervisor listens the conversation between the agent and the “customer” )
Restricted Intrusion ( the supervisor can speak to the agent but the “customer” doesn’t hear the supervisor )
Intrusion ( the supervisor, the agent & the “customer” are in conference )
Help of Supervisor ( the agent asks help to the supervisor )
Specific configuration on the PBX :
Create an agent with supervisor function : o User/ACD station = Supervisor o User/Prog keys --> key Number ( 1 for instance ) / function = ACD listening
Affect the agent to a processing group : o Application/CCD/Operators /Operators data management/attaching list ---> Affect
the agent to the processing group number.
Log on the supervisor agent on a Pro-ACD set . The « supervision » tests can be done.
8.14.1 Test Objectives
This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.14.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Normal listening
A supervisor (3410) makes normal listening on Agent V1 in permanent mode.
2
Inbound call
Make an inbound call to Agent V1 ( call is routed through a distribution pilot ).
Agent V1 answers the call
Agent V1 and the external caller speak during at least 10 second before hanging up
3
Check the Agent’s record in the VRS
In the VRS application, check the records
After correction: 1 rec for the Agent – Audio OK 1 rec for the Supervisor – Audio OK
Note:
First test => There is no record for the supervisor (in listening mode).
zdpost d 3410 | grep Csta CstaRecording : NO recording
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Event conferenced. There is no Established event as it is a supervised call. Agent receives the
call so just agent has the established event.
Correction added => StartIPRecording for the agent and for the supervisor after the conferenced
event.
Remark => Number Called DNIS is not provided for the supervisor.
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8.15 Contact Center : Supervised Calls : restricted intrusion
8.15.1 Test Objectives
This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.15.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent V1 ( call is routed through a distribution pilot ).
Agent V1 answers the call
Agent V1 and the external caller speak during at least 10 second
2 Restricted intrusion
A supervisor makes restricted intrusion on the agent V1 during the conversation
3 End of Agent’s call
The Agent V1 releases the call
4
Check the records in the VRS
In the VRS application, check the records
1 rec for the Agent – Audio OK 1 rec for the Supervisor – Audio OK
Note:
As soon as the agent answers to the call, the supervisor is in Listening mode (by default). So
supervisor only listens to the call.
Conferenced event (CAU_SILENTMONITOR)
Then supervisor presses the intrusion key. Hes’s now able to discuss with the agent but not heard but
the external party. Agent is still able to speak with supervisor and external party.
Conferenced event (CAU_ACTIVEMONITOR)
After correction => records OK
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8.16 Contact Center : Supervised Calls : intrusion
8.16.1 Test Objectives
This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.16.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent V1 ( call is routed through a distribution pilot ).
Agent V1 answers the call
Agent V1 and the external caller speak during at least 10 second
2 Intrusion
A supervisor makes intrusion on the agent V1 during the conversation
3
End of Agent’s call
The Agent V1 releases the call
The supervisor is still on call with the external party
StopIPRecording for the Agent when the Agent left the call. Supervisor is still recorded
4
End of Supervisor’s call
The Supervisor releases the call
StopIPRecording for the Supervisor
5
Check the records in the VRS
In the VRS application, check the records
1 rec for the Agent – Audio OK 1 rec for the Supervisor – Audio OK
Note:
After correction => behaviour is OK
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8.17 Contact Center : Supervised Calls : help
8.17.1 Test Objectives
This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.17.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to Agent V1 ( call is routed through a distribution pilot ).
Agent V1 answers the call
Agent V1 and the external caller speak during at least 10 second
StartIPRecording for the Agent
2 Help
The agent presses “help”
3
Restrictive intrusion of the supervisor
The supervisor makes now a restrictive intrusion during the conversation of the agent V1
StartIPRecording for the Supervisor as soon as “Restrictive” key is pressed on the supervisor phone set
4 End of Agent’s call
The Agent V1 releases the call
5
Check the records in the VRS
In the VRS application, check the records
1 rec for the Agent – Audio OK 1 rec for the Supervisor – Audio OK
Note:
Event conferenced when the “intrusion” is presses from the supervisor after the “help” request (by the
agent).
The record of the supervisor should be started by this conferenced event.
First test:
1 rec for the Agent – Audio OK No rec for the Supervisor (selected the intrusion mode) After correction: 1 rec for the Agent – Audio OK 1 rec for the Supervisor – Audio OK
Agent
Supervisor
Agent makes the Help. Supervisor restrictive key
Agent hangs up
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8.18 Contact Center : Incoming Private Calls
8.18.1 Test Objectives
This test checks that VRS is able to selectively not record incoming private calls.
Note: To manage private incoming calls, set the parameter: Application / CCD / CCD users / agent xxxx / Private agent number
8.18.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to the private Agent’s extension V1.
Agent V1 answers the call
Agent V1 and the external caller speak during at least 10 second
Private agent number is 3022 during the test.
2
Check the records in the VRS
In the VRS application, check there is no record
1 rec – Audio OK
Note:
Rule to not record the private incoming call (number: 3022)
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8.19 Contact Center : Outgoing Private Calls The aim of these test is to not record private calls from the agent. To manage private outgoing calls, set the parameters: Application / CCD / Processing Group / Outgoing ACD call = False Note : in withdraw state, the agent makes automatically outgoing private call when he makes outbound calls. Note : The “AGENT BUSY” CSTA event ( after the ESTABLISHED event ) is not present for a private outgoing call
8.19.1 Test Objectives
This test checks that VRS is able to selectively not record outgoing private calls.
8.19.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Agent’s state
Check that the agent V1 is in idle state
recordPrivateOutgoingAcdCalls = false
2
Outbound call
Make an outbound call from the Agent V1
The external party answers the call
Agent V1 and the external caller speak during at least 10 second
3
Check the records in the VRS
In the VRS application, check there is no record
No record for the agent because the parameter is set to false.
Note: Correction => add a parameter to select of the Outgoing private call is recorded or not.
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Boolean is “recordPrivateOutgoingAcdCalls” in the file AlcatelTsapi_OXE.cs under the folder c:\Program Files (x86)\CallCopy\Recorder\CtiCore\ChannelScript recordPrivateOutgoingAcdCalls = false => Outgoing private ACD call not recorded recordPrivateOutgoingAcdCalls = true => Outgoing private ACD call recorded
For any change of this value, restart of the service CC_CTICore to take the modification into an account
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8.20 Contact Center : Agent Welcome guide
8.20.1 Test Objectives
This test is intended to see the behaviour of the Voice Recording System when there is an inbound call to an agent ( from a pilot distribution ) which has an agent welcome guide. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call. The management of an Agent Welcome Guide is below:
1- Management of this voice guide : a. Under mgr--> System --> Dynamic voice guides --> Assignment : Create
Sub-message number = 4500 ( 4500 is the first sub-message number used for the agent welcome guide )
ACT-Coupler : Address of one GD board in common hardware ( GPA2 board in crystal hardware )
b. Assign this voice guide to the agent :
Mgr --> Applications --> CCD ---> Operators ---> For the agent : a. Presentation mess. Nb = 4500 b. Presentation mess. File Nb = 1
2- With the phone set of the agent :
a. Login the agent b. Press the “welcome guide” button c. Record the welcome guide d. Download this recorded welcome guide e. Activate this welcome guide
8.20.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
1 Management of an agent presentation guide
Agent welcome guide: 4500
2
Inbound call
Make an inbound call to the agent V1 ( from a pilot distribution )
The agent V1 answers the inbound call
The agent V1 & the external party speak for at least 10 seconds before hanging up.
3
Check the record in the VRS
In the VRS application, check the record
1 rec Audio OK
Note: The agent welcome guide is not heard in the record. Established event Agent busy event Held event -> agent welcome guide is played, during this time the call is put on hold Retrieved event -> agent welcome guide is finished to be played StartIPRecording -> the recording of the audio start at this point ConnectionCleared event StopIPRecording
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8.21 Contact Center : Free Seating
8.21.1 Test Objectives
This test checks that VRS is able to take into account free seating system. The agents will log on several stations and the system should be able to selectively recording calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
8.21.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
1
Agent V1 on proacd P1
Login the agent V1 on the proacd P1
Make an inbound call to the agent V1 ( from a pilot distribution )
Logout the agent V1
1 rec Audio OK
2
Agent V1 on proacd P2
Login the agent V1 on the proacd P2
Make an inbound call to the agent V1 ( from a pilot distribution )
Logout the agent V1
1 rec Audio OK
3
Check the records in the VRS
In the VRS application, check the records
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8.22 Business Sets : Multiline sets
8.22.1 Test Objectives
This test checks that VRS is able to record several calls on the same set. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call. Note: Several scenarios are possible according to the type of multi-line configuration:
* The multi line set has several lines on the same number
* The multi line set has several lines with several numbers
8.22.2 Test Results : Record lines with the same number
Test Case
Id Test Case N/A OK NOK Comment
1
Several lines with the same number
Create 2 multiline keys with the same number ( the number = the phone set M )
2
Inbound call : 1st
call
Make an inbound call to the 1st multiline key
M answers the call
M and the external caller speak during at least 10 seconds
1 rec 3000 (line 1)
3
New Inbound call : 2nd
call
Make an inbound call to the 2nd
multiline key
M puts on Hold the 1st call
M answers the 2nd
call
M and the external caller speak during at least 10 seconds
M hangs up the 2nd
call
Rec (3000) continues (line 2)
4
Retrieve the 1st
call
M retrieves the 1st call on the 1
st multiline key
M and the external party speak during at least 10 seconds
M hangs up the call
Rec 3000 (line1)
5
Check the records in the VRS
In the VRS application, check the records
1 rec – Audio OK
Note: First test: no record of the call on the second line. => Correction installed => issue is solved. Delivered Established StartIPRecording Queued Held Established ConnectionCleared
No audio in this part
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Held Retrieved ConnectionCleared StopIPRecording Correction added.
Step 1 = > line 1 Step 3 = > line 2 Step 4 = > line 1
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8.22.3 Test procedure: Record lines with several numbers
Test Case
Id Test Case N/A OK NOK Comment
1
Several lines with several numbers
Create 2 multiline keys with 2 numbers (numbers are different from the phone set number)
1
st Multiline 3123
2nd
Multiline 3124
2
Inbound call : 1st
call
Make an inbound call to the 1st multiline key
M answers the call
M and the external caller speak during at least 10 seconds
3
Inbound call : 2nd
call
M puts on Hold the 1st call
Make an inbound call to the 2nd
multiline key
The external caller answers the call
M and the external caller speak during at least 10 seconds
M hangs up the 2nd
call
4
Retrieve the 1st
call
M retrieves the 1st call on the 1
st multiline key
M and the external party speak during at least 10 seconds
M hangs up the call
5
Check the records in the VRS
In the VRS application, check the records
1 rec The 2 calls are recorded in the same record. Audio OK
Note: the call on the second line is not recorded => Correction installed => issue is solved and record at step 3 is OK. But when we check the recording from the interface, as only 1 rec is displayed, we have no the view about the call to the 3124. The Called is 3123. 1 rec: Audio (step 2) – no audio during the time of step 3 – Audio (step 4)
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Correction added. (Audio during the step 3 is now recorded)
Remark: There is one record which includes the 2 calls (call to 3123 and call to 3124). The Number Called DNIS is 3123.
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8.22.4 Test procedure: Not record several lines ( inbound calls )
Test Case
Id Test Case N/A OK NOK Comment
1
Several lines with several numbers
Create 2 multiline keys with 2 numbers (numbers are different from the phone set number)
Record 3001, 3123 and 3124 But Not record 3125
2
Rule to not record these lines
Create a rule in the VRS to not record these 2 numbers
Not record 3125
3
Inbound call : 1st
call
Make an inbound call to the 1st multiline key
M answers the call
M and the external caller speak during at least 10 seconds
Called number is 3124
4
Inbound call : 2nd
call
Make an inbound call to the 2nd
multiline key
M answers the call
M and the external caller speak during at least 10 seconds
M hangs up the 2nd
call
Called number is 3125 = > no rec due to the rule activated
N
o
5
Retrieve the 1st
call
M retrieves the 1st call on the 1
st multiline key
M and the external party speak during at least 10 seconds
M hangs up the call
6
Check the records in the VRS
In the VRS application, check the records
1 rec (line 3124) – Audio OK No rec (line 3125)
Note :
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8.23 Business Sets : MLA Feature – secondary MLA set answers
8.23.1 Test Objectives
This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Note : A business set must have a multiline key before the creation of a MLA key
8.23.2 Test Results :
Test Case
Id Test Case N/A OK NOK Comment
1
Primary MLA key on set M
Create a Primary MLA key ( with Number 1 ) on the phone set M
2
Secondary MLA key on set N
Create a Secondary MLA key ( with Number 1 ) on the phone set N
3
Inbound call
Make an inbound call to the MLA number 3600
N answers the call on the Secondary MLA key ( Number 3600 )
N and the external caller speak during at least 10 seconds
First test: No record for the call answers on the secondary MLA. Correction: 1 rec – Audio OK
4 On hold
N puts on Hold the 1st call
5
Retrieve the call on set M
M retrieves the call on the Primary MLA key ( number 3600 )
M and the external party speak during at least 10 seconds
M hangs up the call
1 rec (set M)
6
Check the records in the VRS
In the VRS application, check the records
After correction: 2 recs – Audio OK
Note: DELIVERED event (set M, DIVERTED event (set M to set N) and then ESTABLISHED event (set N).
Set M Set N
Primary MLA key
Number 3600
Secondary MLA key
Number 3600
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8.24 Business Sets : MLA Feature – swapping between 2 Primary MLA lines
8.24.1 Test Objectives
This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call
8.24.2 Test Results :
Test Case
Id Test Case N/A OK NOK Comment
1
Primary MLA key on set M
Create a Primary MLA key ( with Number 3600 ) on the phone set M
Create a Primary MLA key ( with Number 3601 ) on the phone set M
2
Inbound call
Make an inbound call to the MLA number 3600
M answers the call on the Primary MLA key ( Number 3600 )
M and the external caller speak during at least 10 seconds
1 rec
3
New Inbound call
Make an inbound call to the MLA number 3601
M puts on hold the 1st call
M answers the 2nd
call on the Primary MLA key ( Number 3601 )
M and the external caller speak during at least 10 seconds
M hangs up
Rec (Step 2) continues
4
Retrieve the 1st
call
M retrieves the call on the Primary MLA key ( Number 3600 )
M and the external party speak during at least 10 seconds
M hangs up the call
Rec continues
5
Check the records in the VRS
In the VRS application, check the records
1 rec – Audio OK The 2 calls are recorded in the same record.
Note: Only one record for which the called number is 3600. So no info about the call to 3601 (step 3). For audio point, it is OK and recorded in the continuation of the record started for the call 3600.
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8.25 Business Sets : MLA Feature – swapping between Primary and Secondary MLA lines
8.25.1 Test Objectives
This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call
8.25.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
1
Primary MLA key on set M
Create a Primary MLA key ( with Number 3600 ) on the phone set M
2
MLA key on set N
Create a Secondary MLA key ( with Number 3600 ) on the phone set N
Create a Primary MLA key ( with Number 3602 ) on the phone set N
3
Inbound call
Make an inbound call to the MLA number 3600
N answers the call on the Secondary MLA key ( Number 3600 )
N and the external caller speak during at least 10 seconds
1 rec
4
New Inbound call
Make an inbound call to the MLA number 3602
N puts on hold the 1st call
N answers the 2nd
call on the Primary MLA key ( Number 3602 )
N and the external caller speak during at least 10 seconds
N hangs up
Rec continues
5
Retrieve the 1st
call
N retrieves the call on the Primary MLA key ( Number 3600 )
N and the external party speak during at least 10 seconds
N hangs up the call
Rec continues
6
Check the records in the VRS
In the VRS application, check the records
1 rec – Audio OK
Note: only one record, no info about the call to 3602, the called number is 3600.
Primary MLA key
Number 3602
Secondary MLA key
Number 3600
Primary MLA key
Number 3600
Set M
Set N
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8.26 Business Sets : Tandem
8.26.1 Test Objectives
This test checks that VRS is able to record calls with business sets in tandem. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Management of the tandem :
1. In the Main & secondary sets, create multiline keys 2. For the Main set, mgr --> users :
a. “Tandem directory Number” = number of the secondary tandem user b. “Main set in the tandem” = YES
8.26.2 Test Results : Inbound call to Main set
Test Case
Id Test Case N/A OK NOK Comment
1
Management of the tandem
Create Multiline keys on the main & the secondary tandem user
Manage the tandem
2
Inbound call
Make an inbound call to the tandem number
The main set answers the call
The main set and the external caller speak during at least 10 seconds before hanging up
3
Check the record in the VRS
In the VRS application, check the record
1 rec – Audio OK
8.26.3 Test Results : Outbound call from the Main set
Test Case
Id Test Case N/A OK NOK Comment
1
Management of the tandem
Create Multiline keys on the main & the secondary tandem user
Manage the tandem
2
Outbound call
Make an outbound call from the main set
The external caller answers the call
The main set and the external caller speak during at least 10 seconds before hanging up
3
Check the record in the VRS
In the VRS application, check the record
1 rec – Audio OK
3000 3001
Main Secondary
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8.26.4 Test Results : Inbound call to Secondary set
Test Case
Id Test Case N/A OK NOK Comment
1
Management of the tandem
Create Multiline keys on the main & the secondary tandem user
Manage the tandem
2
Inbound call
Make an inbound call to the tandem number
The secondary set answers the call
The secondary set and the external caller speak during at least 10 seconds before hanging up
3
Check the record in the VRS
In the VRS application, check the record
1 rec – Audio OK
Note: First test => no record for the secondary set Correction added: 1 rec for the secondary set
8.26.5 Test Results : Outbound call from the Secondary set
Test Case
Id Test Case N/A OK NOK Comment
1
Management of the tandem
Create Multiline keys on the main & the secondary tandem user
Manage the tandem
2
Outbound call
Make an outbound call from the secondary set
The external caller answers the call
The secondary set and the external caller speak during at least 10 seconds before hanging up
3
Check the record in the VRS
In the VRS application, check the record
No rec
Remark : For this test, the CSTA OXE provides the Calling Device ID in the “Originated” Event ( and not in the “Established” event ). So to realize this test, the voice recorder system has to :
1- In the “Established” event, take the Calling Device : Device ID : X 2- In the “Originated” event :
if the ( Calling Device : Device ID : Y ) ≠ ( Calling Device : Device ID : X ) then the voice recorder has to send the request “start IP recording ( Device_ID = Y )”
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8.27 Beep Generation – Single Beep
8.27.1 Test Objectives
This test checks that VRS supports the generation of a single beep.
8.27.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
1 Creation of a single beep
Manage a single beep in the VRS
2 Call
Make a call including a recorded device
3 Beep generation
Send a single beep
4
Check the records in the VRS
In the VRS application, check the records
1 rec – Audio OK
Note: one beep is heard in the record. In the file cc_cticore.ini: enablebeep = T
pausduration=0
beepduartion=10
tone=21
8.28 Beep Generation – Several Beeps
8.28.1 Test Objectives
This test checks that VRS supports the generation of several beeps.
8.28.2 Test Results :
Test Case Id
Test Case N/A OK NOK Comment
1 Creation of the generation of several beeps
Manage the generation of several beeps in the VRS
2 Call
Make a call including a recorded device
3 Beeps generation
Send several beeps
4
Check the records in the VRS
In the VRS application, check the records
1 rec – audio OK
Note: beep is heard in the record (every 1 minute according to the management). In the file cc_cticore.ini: enablebeep = T
pausduration=60
beepduration=10
tone=21
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8.29 Compression type tests
3 codecs can be managed on the OXE: G711, G729, G723 Specific configuration on the PBX:
Check the compression type on the system parameter o System/Other System Param./Compression Parameters
Compression Type: G729 (or G723)
Modify according to the requested test the compression type linked to the IP Phone and the GD board
o IP/IP Phones Parameters Default Voice Coding Algorithm + Without Compression (or With
Compression) o INTIP B and GD Parameters
Default Voice Coding Algorithm + Without Compression (or With Compression)
To verify the compression type which is used for an IP call from IP Phone, you have to mirror the IP Phone. From wireshark software, the RTP event will show you the compression type.
8.29.1 Test objectives This test checks that VRS is able to record in different codecs (G711, G729 or G723).
8.29.2 Test results
Test Case Id
Test Case N/A OK NOK Comment
1 G711
Make a call in G711
1 rec – Audio OK
2 G723
Make a call in G723
Not supported
3 G729
Make a call in G729
1 rec – Audio OK
4 G722
Make a call in G722
1 rec – Audio OK
5
Check the records in the VRS
In the VRS application, check the records
Note: No audio for the G723
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9 Network IP DR Link Recording Tests The following test cases intend to record calls over the WAN ( Network OXE in full IP ).
9.1 Simple calls
9.1.1 Test Objectives
This test checks that VRS is able to record simple calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.1.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Network call : OXE1 --> OXE2
Make a call from Agent 3400 to Remote Agent 6400
Remote Agent 6400 answers the call and speaks for at least 10 seconds before hanging-up.
2 recs Rec Agent 3400 Rec Agent 6400
2
Network call : OXE2 --> OXE1
Make a call from Remote Agent RV1 to local Agent V1
Agent V1 answers the call and speaks for at least 10 seconds before hanging-up.
2 recs
3
Check the records in the VRS
In the VRS application, check the records
Audio OK
Note:
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9.2 Transfer of an inbound call from Local to Remote – Blind transfer
9.2.1 Test Objectives
This test checks that VRS is able to record transfer inbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.2.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds
1 rec Agent V1
2
Enquiry and transfer to remote node
Agent V1 makes a network call to Remote Agent RV1 ( the inbound call is automatically put on hold )
Agent RV1 transfers the inbound held call to Remote Agent RV1
3
Transferred call
Remote Agent RV1 answers the call and speaks for at least 10 seconds
1 rec Agent RV1
4
Internal transfer
Remote Agent RV1 makes an internal call to Remote Agent RV2 ( the inbound call is automatically put on hold )
Remote Agent RV1 transfers the inbound held call to Remote Agent RV2
5
Transferred call
Remote Agent RV2 answers the call and speaks for at least 10 seconds before hanging-up
1 rec Agent RV2
6
Check the records in the VRS
In the VRS application, check the records
Audio OK
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9.3 Transfer of an inbound call from Remote to Local – Blind transfer
9.3.1 Test Objectives
This test checks that VRS is able to record transfer inbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.3.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to remote node
Make an inbound call to Remote Agent RV1
Remote Agent RV1 answers the call and speaks for at least 10 seconds
2
Enquiry and transfer to local node
Remote Agent RV1 makes a network call to Agent V1 ( the inbound call is automatically put on hold )
Remote Agent RV1 transfers the inbound held call to Agent V1
3
Transferred call
Agent V1 answers the call and speaks for at least 10 seconds
4
Internal transfer
Agent V1 makes an internal call to Agent V2 ( the inbound call is automatically put on hold )
Agent V1 transfers the inbound held call to Agent V2
5
Transferred call
Agent V2 answers the call and speaks for at least 10 seconds before hanging-up
6
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.4 Transfer of an inbound call between 2 nodes – Blind transfer
9.4.1 Test Objectives
This test checks that VRS is able to record transfer inbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.4.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds
2
Enquiry and transfer to remote node
Agent V1 makes a network call to Remote Agent RV1 ( the inbound call is automatically put on hold )
Agent V1 transfers the inbound held call to Remote Agent RV1
3
Transferred call
Remote Agent RV1 answers the call and speaks for at least 10 seconds
4
Transfer to local node
Remote Agent RV1 makes a network call to Agent V2 ( the inbound call is automatically put on hold )
Remote Agent RV1 transfers the inbound held call to Agent V2
5
Transferred call
Agent V2 answers the call and speaks for at least 10 seconds before hanging-up
6
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.5 Transfer of an inbound call from Local to Remote – Supervised Transfer
9.5.1 Test Objectives
This test checks that VRS is able to record transfer inbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.5.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds
1 rec (Agent V1)
2
Enquiry to remote node
Agent V1 makes a network call to Remote Agent RV1 ( the inbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
Rec (Agent V1) continues until the transfer 1 rec (Agent RV1)
3 Transfer
Agent V1 transfers the enquiry call
4
Transferred call
Remote Agent RV1 and the external party speak for at least 10 seconds
Rec (Agent RV1) continues
5
Internal Enquiry
Remote Agent RV1 makes an internal call to Remote Agent RV2 ( the inbound call is automatically put on hold )
Remote Agent RV1 and Remote Agent RV2 speak at least 10 seconds
Rec (Agent RV1) continues until the transfer 1 rec (Agent RV2)
6 Transfer
Remote Agent RV1 transfers the enquiry call
7
Transferred call
Remote Agent RV2 and the external party speak for at least 10 seconds before hanging-up
Rec (Agent RV2) continues
8
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
Note:
Agent V1
Agent RV1
Agent RV2
Agent V1 transfers
the call
Enquiry
call
Enquiry
call
Agent RV1
transfers the call
Agent RV2
hangs up
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9.6 Transfer of an inbound call from Remote to Local – Supervised Transfer
9.6.1 Test Objectives
This test checks that VRS is able to record transfer inbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.6.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to Remote node
Make an inbound call to Remote Agent RV1
Remote Agent RV1 answers the call and speaks for at least 10 seconds
2
Enquiry to local node
Remote Agent RV1 makes a network call to Agent V1 ( the inbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3 Transfer
Remote Agent RV1 transfers the enquiry call
4
Transferred call
Agent V1 and the external party speak for at least 10 seconds
5
Internal Enquiry
Agent V1 makes an internal call to Agent V2 ( the inbound call is automatically put on hold )
Agent V1 and Agent V2 speak at least 10 seconds
6 Transfer
Agent V1 transfers the enquiry call
7
Transferred call
Agent V2 and the external party speak for at least 10 seconds before hanging-up
8
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.7 Transfer of an inbound call between 2 nodes – Supervised Transfer
9.7.1 Test Objectives
This test checks that VRS is able to record transfer inbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.7.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to Local node
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds
2
Enquiry to Remote node
Agent V1 makes a network call to Remote Agent RV1 ( the inbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3 Transfer
Agent V1 transfers the enquiry call
4
Transferred call
Remote Agent RV1 and the external party speak for at least 10 seconds
5
Enquiry to Local node
Remote Agent RV1 makes a network call to Agent V2 ( the inbound call is automatically put on hold )
Remote Agent RV1 and Agent V2 speak at least 10 seconds
6 Transfer
Remote Agent RV1 transfers the enquiry call
7
Transferred call
Agent V2 and the external party speak for at least 10 seconds before hanging-up
8
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.8 Transfer of an outbound call from Local to Remote – Blind transfer
9.8.1 Test Objectives
This test checks that VRS is able to record transfer outbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.8.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from local node
Make an outbound call from Agent V1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry and transfer to remote node
Agent V1 makes a network call to Remote Agent RV1 ( the outbound call is automatically put on
hold )
Agent RV1 transfers the outbound held call to Remote Agent RV1
3
Transferred call
Remote Agent RV1 answers the call and speaks for at least 10 seconds
4
Internal transfer
Remote Agent RV1 makes an internal call to Remote Agent RV2 ( the outbound call is
automatically put on hold )
Remote Agent RV1 transfers the outbound held call to Remote Agent RV2
5
Transferred call
Remote Agent RV2 answers the call and speaks for at least 10 seconds before hanging-up
6
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
Note:
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9.9 Transfer of an outbound call from Remote to Local – Blind transfer
9.9.1 Test Objectives
This test checks that VRS is able to record transfer outbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.9.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from remote node
Make an outbound call from Remote Agent RV1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry and transfer to local node
Remote Agent RV1 makes a network call to Agent V1 ( the outbound call is automatically put on hold )
Remote Agent RV1 transfers the outbound held call to Agent V1
3
Transferred call
Agent V1 answers the call and speaks for at least 10 seconds
4
Internal transfer
Agent V1 makes an internal call to Agent V2 ( the outbound call is automatically put on hold )
Agent V1 transfers the outbound held call to Agent V2
5
Transferred call
Agent V2 answers the call and speaks for at least 10 seconds before hanging-up
6
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.10 Transfer of an outbound call between 2 nodes – Blind transfer
9.10.1 Test Objectives
This test checks that VRS is able to record transfer outbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.10.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from local node
Make an outbound call from Agent V1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry and transfer to remote node
Agent V1 makes a network call to Remote Agent RV1( the outbound call is automatically put on hold )
Agent V1 transfers the outbound held call to Remote Agent RV1
3
Transferred call
Remote Agent RV1 answers the call and speaks for at least 10 seconds
4
Transfer ro local node
Remote Agent RV1 makes a network call to Agent V2 ( the outbound call is automatically put on hold )
Remote Agent RV1 transfers the outbound held call to Agent V2
5
Transferred call
Agent V2 answers the call and speaks for at least 10 seconds before hanging-up
6
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.11 Transfer of an outbound call from Local to Remote – Supervised Transfer
9.11.1 Test Objectives
This test checks that VRS is able to record transfer outbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.11.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from local node
Make an outbound call from Agent V1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to remote node
Agent V1 makes a network call to Remote Agent RV1 ( the outbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3 Transfer
Agent V1 transfers the enquiry call
4
Transferred call
Remote Agent RV1 and the external party speak for at least 10 seconds
5
Internal Enquiry
Remote Agent RV1 makes an internal call to Remote Agent RV2 ( the outbound call is automatically put on hold )
Remote Agent RV1 and Remote Agent RV2 speak at least 10 seconds
6 Transfer
Remote Agent RV1 transfers the enquiry call
7
Transferred call
Remote Agent RV2 and the external party speak for at least 10 seconds before hanging-up
8
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.12 Transfer of an outbound call from Remote to Local – Supervised Transfer
9.12.1 Test Objectives
This test checks that VRS is able to record transfer outbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.12.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from Remote node
Make an outbound call from Remote Agent RV1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to local node
Remote Agent RV1 makes a network call to Agent V1 ( the outbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3 Transfer
Remote Agent RV1 transfers the enquiry call
4
Transferred call
Agent V1 and the external party speak for at least 10 seconds
5
Internal Enquiry
Agent V1 makes an internal call to Agent V2 ( the outbound call is automatically put on hold )
Agent V1 and Agent V2 speak at least 10 seconds
6 Transfer
Agent V1 transfers the enquiry call
7
Transferred call
Agent V2 and the external party speak for at least 10 seconds before hanging-up
8
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.13 Transfer of an outbound call between 2 nodes – Supervised Transfer
9.13.1 Test Objectives
This test checks that VRS is able to record transfer outbound calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.13.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from Local node
Make an outbound call from Agent V1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to Remote node
Agent V1 makes a network call to Remote Agent RV1 ( the outbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3 Transfer
Agent V1 transfers the enquiry call
4
Transferred call
Remote Agent RV1 and the external party speak for at least 10 seconds
5
Enquiry to Local node
Remote Agent RV1 makes a network call to Agent V2 ( the outbound call is automatically put on hold )
Remote Agent RV1 and Agent V2 speak at least 10 seconds
6 Transfer
Remote Agent RV1 transfers the enquiry call
7
Transferred call
Agent V2 and the external party speak for at least 10 seconds before hanging-up
8
Check the records in the VRS
In the VRS application, check the records
3 recs – Audio OK
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9.14 3 Way Inbound Conference Call – Starting From Local to Remote
9.14.1 Test Objectives
This test checks that VRS is able to record inbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.14.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to local node
Make an inbound call to Agent V1
Agent V1 answers the call and speaks for at least 10 seconds
2
Enquiry to remote node
Agent V1 makes a network call to Remote Agent RV1 ( the inbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3
Conference
Agent V1 presses the “conference” button
Agent V1, Remote Agent RV1 and the external party speak for at least 10 seconds before Agent V1 hangs up
4
Check the records in the VRS
In the VRS application, check the records
2 recs – Audio OK
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9.15 3 Way Inbound Conference Call – Starting From Remote to Local
9.15.1 Test Objectives
This test checks that VRS is able to record inbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.15.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call to Remote node
Make an inbound call to Remote Agent RV1
Remote Agent RV1 answers the call and speaks for at least 10 seconds
1 rec (Agent RV1)
2
Enquiry to Local node
Remote Agent RV1 makes a network call to Agent V1 ( the inbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
1 rec (Agent V1)
3
Conference
Remote Agent RV1 presses the “conference” button
Agent V1, Remote Agent RV1 and the external party speak for at least 10 seconds before Agent RV1 hangs up
4
Check the records in the VRS
In the VRS application, check the records
2 recs – Audio OK
Note:
Agent RV1
Enquiry call Conference
Agent V1
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9.16 3 Way Outbound Conference Call – Starting From Local to Remote
9.16.1 Test Objectives
This test checks that VRS is able to record outbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.16.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from local node
Make an outbound call from Agent V1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to remote node
Agent V1 makes a network call to Remote Agent RV1 ( the outbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3
Conference
Agent V1 presses the “conference” button
Agent V1, Remote Agent RV1 and the external party speak for at least 10 seconds before Agent V1 hangs up
4
Check the records in the VRS
In the VRS application, check the records
2 recs – Audio OK
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9.17 3 Way Outbound Conference Call – Starting From Remote to Local
9.17.1 Test Objectives
This test checks that VRS is able to record outbound conference calls through ABC-F2 link. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call.
9.17.2 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Outbound call from Remote node
Make an outbound call from Remote Agent RV1
External caller answers the call and speaks for at least 10 seconds
2
Enquiry to Local node
Remote Agent RV1 makes a network call to Agent V1 ( the outbound call is automatically put on hold )
Agent V1 and Remote Agent RV1 speak at least 10 seconds
3
Conference
Remote Agent RV1 presses the “conference” button
Agent V1, Remote Agent RV1 and the external party speak for at least 10 seconds before Agent RV1 hangs up
4
Check the records in the VRS
In the VRS application, check the records
2 recs – Audio OK
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10 Reliability tests : IP DR-Link
10.1 Failure Tests
10.1.1 Test Environment
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
IP Phone
IP Phone
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
Nice Uptivity
Recorder System
Call Server 1
( Active )
TSAPI Server
embedded
TSAPI
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10.1.2 Objectives
The list of tests below intends to check the behaviour of VRS in case of failure or wrong configuration. More especially if the notification messages (or alarms) are relevant for administrator to help investigate the possible issues
10.1.3 Test Results : Bad devices
This test is intended to check the behaviour of the VRS to not record in IP DR-link a non IP device
Test Case
Id Test Case N/A OK NOK Comment
1 Management of the recording of a TDM set in the VRS
Declare the recording of a set which is not a serie 8 ( UA, Z, serie 9… )
3005: 4035 type
2 Record in IP DR-link
Try to record in IP DR-link ( send a “Start IP Recording” event from the VRS ) the set
3
Check the records in the VRS
In the VRS application, check there is no record
In the VRS application, check the logs…
Info of record are displayed, but no audio in the record.
Note: Cti logs
Records (no audio icon)
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10.1.4 Test Results : Not authorized recording
This test is intended to check the behaviour of VRS to not record a device which is not authorized
Test Case
Id Test Case N/A OK NOK Comment
1 Record authorization = False
In the Phone Features Category of the set, put the “Record Authorization” = False
2 Try to Record
Make a call with the set
Try to record the set
3
Check the records in the VRS
In the VRS application, check there is no record
In the VRS application, check the logs…
Security violation 1 rec -> no audio inside
Note: Cti logs
Records (no audio icon)
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10.1.5 Test Results : No Recording when the parameter “DR-Link on IP supported” = FALSE
This test is intended to check the behaviour of the VRS to not record a VoIP when DR-Link on IP is not supported. This boolean is in mgr --> Applications --> CSTA -->“DR-link on IP supported”
Test Case
Id Test Case N/A OK NOK Comment
1 “DR-link on IP supported” = FALSE
Manage the parameter “DR-Link on IP supported” = False
2
Record in IP DR-link
Try to record in IP DR-link ( send a “Start IP Recording” event from the VRS ) a monitored VoIP set
3
Check the records in the VRS
In the VRS application, check there is no record
In the VRS application, check the logs…
1 rec -> no audio Request incompatible with object
Note: Cti logs
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10.1.6 Test Results : License not available This test is intended to check the behaviour of VRS to not record a device when the licenses are not available
Test Case
Id Test Case N/A OK NOK Comment
1 License file with no recording licenses
Put a new license file with no recording ( lock 334 = 0 )
2 Try to Record
Make a call with the set
Try to record the set
3
Check the records in the VRS
In the VRS application, check there is no record
In the VRS application, check the logs…
1 rec -> no audio Security violation
10.1.7 Test Results : Max Licenses reached This test is intended to check the behaviour of VRS to not record a device when the licences are reached
Test Case
Id Test Case N/A OK NOK Comment
1 License file with limited recording licenses
Put a new license file with limited recording ( lock 334 with limited value )
2 Try to Record
Try to record the set when the limited recording license is reached
3
Check the records in the VRS
In the VRS application, check there is no record
In the VRS application, check the logs…
1 rec -> no audio Outstanding request limit exceeded
Note: Cti logs
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10.2 Switch Failure
10.2.1 Test Environment
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
IP Phone
IP Phone
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
Nice Uptivity
Recorder system
Call Server 1
( Active )
TSAPI Server
embedded
TSAPI
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10.2.2 Objectives
This test is intended to check the recovering of the VRS after a Switch failure. The switch has only one CPU.
10.2.3 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1
Inbound call
Make an inbound call to A
A and the external party speak for at least 10 seconds
2 Internal call
Make an internal call from C to D
C and D speak for at least 10 seconds
3 Switch failure
Reboot the OXE
4
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
2 recs but no audio icon from the web interface => see screenshot 10.2.3_record
5
New calls after the reboot
Perform new calls (internal & outbound calls )
2 recs – Audio OK
6
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
The call during the reboot have no audio icon to play it.
Note:
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2 records but no audio icon. (screenshot 10.2.3_record)
= > during the test the duration of the call (Record ID = 170) is about 2 minutes before the IP phone is reset. But the duration which is displayed from the web console is 12 minutes. This is due to the configuration of the parameter “Max Record Silence” which is set to 10 minutes by default. The behavior of the Nice Uptivity is to close the record if during this timer (10 minutes by default) the recorder detects no audio received (in our case test it correcponds to the moment IP Phone reset). Also the behavior of the Nice Uptivity is to not associate audio to the created record. = > Not possible to listen to the audio part recorded before the reboot of the OXE. New call after the reboot => Step 5)
Test after changing the parameter “Max Record Silence” to 1 minutes:
Record of calls when a reboot happens during the call:
As we can see the duration of the call which is displayed from the web console is now 2 minutes 34 seconds. The Nice Uptivity closes the record if during 60 seconds (1 minute), it detects no audio received (in our case test it correcponds to the moment IP Phone reset).
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10.3 CTI Link Failure - OTS Service Failure
10.3.1 Test Environment
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
IP Phone
IP Phone
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
VRS
VoIP Logger
Call Server 1
( Active )
TSAPI Server TSAPI
Embedded TSAPI Server, so not possible to test the
IP link failure of the TSAPI component.
Tested the OTS service failure
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10.3.2 Objectives
This test is intended to check the recovering of the VRS after a CTI Link failure with an OTS service failure.
10.3.3 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Management of “End Of Recording on end of calls”
Manage the parameter “End of Recording on end of calls” = NO
2 Internal call
Make an internal call from V1 to V2
V1 and V2 speak for at least 10 seconds
3 Disconnection of TSAPI Server
Unplug the IP cable of the TSAPI Server
Few minutes after the IP cable is unplug, the OXE detects the lost of the TSAPI Server.
4 End of call
Stop the call
5 Reconnection of the TSAPI Server
Plug the IP cable of the TSAPI Server
6
Check if there are the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
Test at 04:24 PM, IP link disconnected on the Vm image. Lost of the connection to the OXE. There is a record (Step 2) from the web interface, but only info (no audio)
N
7
New calls
Perform a new call between V1 & V2
8
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
Rec – audio OK (see comment)
Note: Step 6 and Step 7 From the OXE, the telnet localhost 2555 is showing: [172.27.139.25] CSTA (NICE - 9 monitorings
no StartIPRecording. Got the events CSTA but no StartIPRecording for this call.
Call at 04:32 PM => Record is OK
Step 8: due to the parameter “Max Record Silence” set to 10 minutes by default, a StopIPRecording will be sent after 10 minutes during which silence is detected. So until this period, the record is not seen as closed and no record could ne be performed for this device. For a new device (not recorded during the failure), the record is started correctly.
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10.4 VRS : Link Failure
10.4.1 Test Environment
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
IP Phone
IP Phone
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
Call Server 1
( Active )
TSAPI
Voice Recorder
System
TSAPI Server
embedded
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10.4.2 Objectives
This test is intended to check the recovering of the VRS after a Link failure of the VRS.
10.4.3 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Internal call
Make an internal call from V1 to V2
C and D speak for at least 10 seconds
11:24:12 - Call started
2 Disconnection of VRS
Unplug the IP cable of the VRS
11:25:00 – Unplug the IP cable 11:25:23 – PbxDriverV2 :: Csta Request System Status to Pabx = > OXE: no more NICE csta client connected
3 Close the current call
Stop the current call Call duration: 1’50
4
Connection of the VRS
Plug the IP cable of the VRS
11:28:00 – reconnect IP cable = > reconnection (serviceRegister + MonitorStart) = > OXE: [172.27.xxx.xx] NICE 9 monitorings
5
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
1 rec but no audio
6
New calls
Perform new calls ( internal, inbound & outbound calls )
7
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
Rec OK – Audio OK
Note: parameter “Max Record Silence” set to 1 minutes for this test
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10.5 VoIP Logger : Link Failure
10.5.1 Test Environment
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
IP Phone
IP Phone
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
Voice Recorder
System
Call Server 1
( Active )
TSAPI Server
embedded
TSAPI
Result same as 10.4
SOLUTION proposed is one
box recorder system
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10.5.2 Objectives
This test is intended to check the recovering of the VRS after a Link failure of the IP Logger.
10.5.3 Test Results
Test Case
Id Test Case N/A OK NOK Comment
1 Internal call
Make an internal call from V1 to V2
C and D speak for at least 10 seconds
2 Disconnection of VoIP Logger
Unplug the IP cable of the IP logger
3 End of calls
Stop the current calls
4 Reconnection of VoIP Logger
Plug the IP cable of the IP logger
5
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
Rec but no audio
6 New calls
Perform a new call between V1 & V2
7
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
Rec – Audio OK
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10.6 Redundancy Tests : OXE in Spatial Redundancy
10.6.1 Test Environment
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
IP Phone
IP Phone
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
VRS
VoIP Logger
Call Server 1
( Active )
TSAPI Server
TSAPI
172.27.145.X
Mask : 255.255.255.0
Call Server 2
( Stand By )
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10.6.2 Objectives
These tests are intended to check the recovering of the Voice Recording System using redundancy elements.
10.6.3 Test Results : OXE in Spatial Redundancy
This test is intended to check the recovering of VRS after a CPU disconnection & a switchover. In this test, both CPUs are used in spatial redundancy ( in different IP sub networks ).
Test Case
Id Test Case N/A OK NOK Comment
1
Management of the CPUs
Manage both CPUs ( CS1 Main & CS2 Stby ) in two IP sub networks
Check that the spatial redundancy is managed
2
New calls
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
3
Disconnection of the Main CPU
Unplug the CS1
Check the CS2 becomes Pseudo-Main
Check the new CTI link
Shutdown the CS1 OK on CS2: [172.27.xxx.xx] NICE 9 monitorings
4
End of calls
Stop the current calls
5
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
Record is displayed (only the info of the call) – NO AUDIO
6
New calls
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
7
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
Rec – Audio OK
8
Reconnection of CS1
Plug the CS1
The CS1 automatically shutdown
Check CS2=Main and CS1= Stby
9
New calls
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
10
Shutdown of CS2
Shutdown of CS2
CS1 becomes Main
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11
End of calls
Stop the current calls
12
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
Rec – No audio
13
New calls
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
14
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
Rec – Audio OK
Note: parameter “Max Record Silence” set to 1 minutes for this test
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10.7 Redundancy Tests : TSAPI Backup
10.7.1 Test Environment
WAN
172.27.144.X
Mask : 255.255.255.0
GD
PCS
T2 T2
GA
192.168.4.X
Mask : 255.255.255.0
IP Phone
IP Phone
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0 DOMAIN 1
Nice Uptivity
Recorder system
Call Server 1
( Active )
TSAPI Server
Embedded
Stop the service Alcatel Open
Telehony Server
TSAPI
172.27.145.X
Mask : 255.255.255.0
TSAPI Server
TSAPI
BACKUP
172.27.xxx.xx
172.27.yyy.yy
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10.7.2 Objectives
These tests are intended to check the recovering of the Voice Recording System using TSAPI Backup.
10.7.3 Test Results : TSAPI Backup
This test is intended to check the recovering of the Voice Recording System with a TSAPI server backup installed on a dedicated machine.
Test Case
Id Test Case N/A OK NOK Comment
1
Management of the TSAPI server Backup
Check that the TSAPI server Backup is installed ( on a dedicated machine ), configured and running
2 Internal call
Make an internal call from V1 to V2
V1 and V2 speak for at least 10 seconds
3
Inbound call
Make an inbound call to A
A and the External party speak for at least 10 seconds
4
Outbound call
Make an outbound call from B
B and the external party speak for at least 10 seconds
5
Stop the Main Alcatel Open Telephony service
Stop the main Alcatel-Lucent’s service (Alcatel Open Telephony).
Wait until TSAPI Backup is Up
6
End of calls
Stop the current calls
7
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
Rec – No audio
8
New calls ( with TSAPI Backup )
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
9
Check the records in the VRS
In the VRS application, check the new records
In the VRS application, check the logs…
Rec OK – Audio OK
10
Start the Main Alcatel Open Telephony service
Start the Main Alcatel-Lucent’s service (Alcatel Open Telephony).
Wait until TSAPI Main is Up ( Main replaces automatically Backup )
11
New calls ( with TSAPI Main )
Perform a new internal call between V1 & V2
Perform a new inbound call to A
Perform a new outbound call from B
12
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
Rec OK – Audio OK
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Step 5 => lost of the [172.27.xxx.xx]
Then connection of the [172.27.yyy.yy] => typed NICE 9 monitorings
Step 10 => [172.27.xxx.xx] => typed NICE 9 monitorings
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10.8 Passive Call Server ( IP DR-Link )
10.8.1 Test Environment
10.8.2
WAN
172.27.144.X
Mask : 255.255.255.0
192.168.6.X
Mask : 255.255.255.0
IP Phone
IP Phone
GD
PCM-R2
T2 T2
GA
PCS
DOMAIN 0
VRS
Call Server 1
( Active )
TSAPI Server
TSAPI
172.27.145.X
Mask : 255.255.255.0
Call Server 2
( Stand By )
VoIP Logger TSAPI TSAPI
SOLUTION proposed is one
box recorder system, this test
is not applicable.
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Test Objectives
This test is intended to check the recovering of the Voice Recording System in case of network failure when the Main& StandBy CPU become not available. In this case the Passive Call Server is started and ensure basic telephonic services. In this case, the Logger ( for IP DR-Link ) must follow several conditions :
is located with the remote media gateway embeds a TSAPI server which is connected to the Passive Call Server is configured with a second CTI link connected to embedded TSAPI
10.8.3 Test Results :
Test Case
Id Test Case N/A OK NOK Comment
1 Management of the Logger
Manage a Passive Call Server in the OXE
Manage the Passive Call Server in the Logger
2
Network failure
Unplug the IP cables of the Main & the Standby CPU
The Passive Call Server is isolated and the remote media gateway reboots automatically
The Passive Call Server is now linked to the TSAPI of the “ remote” Logger
3
Internal calls
Make an internal call between V1 & V2
V1 & V2 speak for at least 10 seconds before hanging up
4
Inbound calls
Make an inbound call to V1
V1 & the external party speak for at least 10 seconds before hanging up
5
Outbound calls
Make an outbound call from V1
V1 & the external party speak for at least 10 seconds before hanging up
6
Check if there are the records in the logger
Check the records in the logger
In the VRS application, check the logs…
7
Network reconnection
Plug the IP cable of the Main & the Standby CPU
The remote media gateway reboots automatically
The Logger is now reconnected with the Voice Recording System
8
Synchronization – Retrieving data
Check that the Voice Recording Server retrieve these records
9
New calls
Perform new calls : internal, oubound & inbound calls
10
Check the records in the VRS
In the VRS application, check the records
In the VRS application, check the logs…
Not Applicable
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10.9 Understanding of the logs files
10.9.1 Test Objectives
This test is intended to check the understanding of the log files of the VRS. We consider three levels or notes : Poor, Good, Very Good. Alcatel-Lucent has to add a comment in order to justify the note.
10.9.2 Test Results
Test Case Note Comments
Understanding of the log files of the Recording System correct
10.10 Notifications & alarms
10.10.1 Test Objectives
This test is intended to check the notifications & alarms of the Voice Recording System. We consider three levels or notes : Poor, Good, Very Good. Alcatel-Lucent has to add a comment in order to justify the note.
10.10.2 Test Results
Test Case Note Comments
Notifications & Alarms of the Voice Recording System Good
Note: Alarms and Alerts are possible
Nice Uptivity can be configured to notify you when issues require your attention. Issues are logged according to severity, and you can choose the level at which notifications are sent. Disk space notifications. You can set up email subscriptions that send alerts to specific people.
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11 CTI parameters
Following CTI information (extracted from CSTA events) are stored in the VRS database
Type Information N/A OK NOK
Calculated
Duration
CSTA Standard Events
Start Time
Stop Time
DNIS
ANI
Direction ( In / Out )
Agent ID
Call ID
Alcatel-Lucent private CSTA
Agent Name
Agent Group
Pilot Name
Associate Data
Associate station
Global Callid
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12 Appendix A : AAPP member’s Application description
.
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13 Appendix B: Configuration requirements of the AAPP member’s application
Uptivity Configuration Steps for Alcatel OXE Recording
1 Complete all necessary physical and IP connections between the recording server(s)
and the LAN.
2 Obtain any necessary PBX software and licensing.
3 Configure the CSTA parameter setting.
4 Configure the Phone Facilities Categories parameter.
5 Configure the Recording IP Logger.
6 Erreur ! Source du renvoi introuvable..
7 Erreur ! Source du renvoi introuvable.
8 Erreur ! Source du renvoi introuvable.
9
Create and configure one or more voice boards. For integration settings, see
Erreur ! Source du renvoi introuvable.. If no integration-specific value is given, the
default may be used, or the value may be different for every installation. For general
reference and task information, search Internal help for keyword voice boards.
10
Configure channels on the voice board(s). For integration settings, see Erreur !
Source du renvoi introuvable.. If no integration-specific value is given, the default
may be used, or the value may be different for every installation. For general
reference and task information, search Internal help for keyword channels.
11
Create and configure one or more CTI Cores and specify their related components.
For integration settings, see Erreur ! Source du renvoi introuvable.. If no
integration-specific value is given, the default may be used, or the value may be
different for every installation. For general reference and task information, search
Internal help for keyword cti core.
12
Add a CTI module for Alcatel TSAPI. For integration settings, see Erreur ! Source
du renvoi introuvable.. If no integration-specific value is given, the default may be
used, or the value may be different for every installation. For general reference and
task information, search Internal help for keyword cti module.
13
Add a CTI module for RTP Logger. For integration settings, see Erreur ! Source du
renvoi introuvable.. If no integration-specific value is given, the default may be
used, or the value may be different for every installation. For general reference and
task information, search Internal help for keyword cti module.
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14
Configure CTI monitors. For integration settings, see Erreur ! Source du renvoi
introuvable.. If no integration-specific value is given, the default may be used, or the
value may be different for every installation. For general reference and task
information, search Internal help for keyword cti monitor.
15 Register CTI Core as a Windows service (search Internal help for keyword
windows).
16 Add CTI Core to the Service Manager (search Internal help for keyword service
manager).
17 Install the channel script (search Internal help for keyword channel script).
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14 Appendix C: Alcatel-Lucent Enterprise Communication Platform: configuration requirements
14.1 Configuration for IP DR-Link
14.1.1 CSTA parameters
Parameter 1 : Set to TRUE the “DR-Link on IP supported” parameter.
Parameter 2 : “End of recording on end of call” :
According to the behaviour requested by the customer, modify the value of this parameter to stop ( or not ) the recording of a device before the end of call.
This parameter is only available in IP DR-Link ( not in DR-Link )
Remark :The recording stays active until the “Stop IP Recording” is requested even
if the device becomes out of service.
1
2
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14.1.2 Phone Facilities Categories parameter
The configuration parameter “Record Authorization” in Categories / Phone Facilities Categories inside the menu ‘Rights’ is affected to allow the System administrator to authorize the recording of a category of users.
14.1.3 Recording IP Logger
Declare all IP loggers thanks this menu.
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14.1.4 Quality of service for IP recording parameter (IP / IP Domain)
If necessary, configure the “Quality of service for IP recording” to have a different TOS/DiffServ for recording ( in order not to disturb voice communications).
14.1.5 IP DR-Link licenses
There are two software locks related to DR-Link on IP :
lock 130 : to specify the type of voice recording system used. "0" if no voice recording system is connected. "1" if a Nice Systems recording system is used.
"2" for other systems (Verint, Retia, ASC, eTalk, ...).
lock 334 : gives the maximum IP recording flows available
14.2 Additional parameter for IP DR-Link:
During a system configuration it is possible to precise the quantity of maximum authorized monitoring. By default this value is set to 1000 but through ACTIS it can be increase to 3000 max
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15 Appendix D: AAPP member’s escalation process
https://www.niceincontact.com/wfo-support
For your convenience, we offer several ways to contact the inContact Workforce Optimization help desk and/or open a support ticket. Please do one of the following to get started:
Open Ticket: Customer login
Email: [email protected]
Phone: 888-922-5526, option 2 (or 614-340-3346 for international callers)
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16 Appendix E: AAPP program
16.1 Alcatel-Lucent Application Partner Program (AAPP)
The Application Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel-Lucent Enterprise's product family. The program provides tools and support for developing, verifying and promoting compliant third-party applications that complement Alcatel-Lucent Enterprise's product family. ALE International facilitates market access for compliant applications. The Alcatel-Lucent Application Partner Program (AAPP) has two main objectives:
Provide easy interfacing for Alcatel-Lucent Enterprise communication products: Alcatel-Lucent Enterprise's communication products for the enterprise market include infrastructure elements, platforms and software suites. To ensure easy integration, the AAPP provides a full array of standards-based application programming interfaces and fully-documented proprietary interfaces. Together, these enable third-party applications to benefit fully from the potential of Alcatel-Lucent Enterprise products.
Test and verify a comprehensive range of third-party applications: to ensure proper inter-working, ALE International tests and verifies selected third-party applications that complement its portfolio. Successful candidates, which are labelled Alcatel-Lucent Enterprise Compliant Application, come from every area of voice and data communications.
The Alcatel-Lucent Application Partner Program covers a wide array of third-party applications/products designed for voice-centric and data-centric networks in the enterprise market, including terminals, communication applications, mobility, management, security, etc.
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Web site The Application Partner Portal is a website dedicated to the AAPP program and where the InterWorking Reports can be consulted. Its access is free at https://www.al-enterprise.com/en/partners/aapp
16.2 Enterprise.Alcatel-Lucent.com
You can access the Alcatel-Lucent Enterprise website at this URL: https://www.al-enterprise.com
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17 Appendix F: AAPP Escalation process
17.1 Introduction
The purpose of this appendix is to define the escalation process to be applied by the ALE International Business Partners when facing a problem with the solution certified in this document. The principle is that ALE International Technical Support will be subject to the existence of a valid InterWorking Report within the limits defined in the chapter “Limits of the Technical support”. In case technical support is granted, ALE International and the Application Partner, are engaged as following:
(*) The Application Partner Business Partner can be a Third-Party company or the ALE International Business Partner itself
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17.2 Escalation in case of a valid Inter-Working Report
The InterWorking Report describes the test cases which have been performed, the conditions of the testing and the observed limitations. This defines the scope of what has been certified. If the issue is in the scope of the IWR, both parties, ALE International and the Application Partner, are engaged: Case 1: the responsibility can be established 100% on ALE International side.
In that case, the problem must be escalated by the ALE Business Partner to the ALE International Support Center using the standard process: open a ticket (eService Request –eSR)
Case 2: the responsibility can be established 100% on Application Partner side.
In that case, the problem must be escalated directly to the Application Partner by opening a ticket through the Partner Hotline. In general, the process to be applied for the Application Partner is described in the IWR.
Case 3: the responsibility can not be established.
In that case the following process applies:
The Application Partner shall be contacted first by the Business Partner (responsible for the application, see figure in previous page) for an analysis of the problem.
The ALE International Business Partner will escalate the problem to the ALE
International Support Center only if the Application Partner has demonstrated with traces a problem on the ALE International side or if the Application Partner (not the Business Partner) needs the involvement of ALE International
In that case, the ALE International Business Partner must provide the reference of the Case Number on the Application Partner side. The Application Partner must provide to ALE International the results of its investigations, traces, etc, related to this Case Number.
ALE International reserves the right to close the case opened on his side if the investigations made on the Application Partner side are insufficient or do not exist.
Note: Known problems or remarks mentioned in the IWR will not be taken into account. For any issue reported by a Business Partner outside the scope of the IWR, ALE International offers the “On Demand Diagnostic” service where ALE International will provide 8 hours assistance against payment . IMPORTANT NOTE 1: The possibility to configure the Alcatel-Lucent Enterprise PBX with ACTIS quotation tool in order to interwork with an external application is not the guarantee of the availability and the support of the solution. The reference remains the existence of a valid InterWorking Report. Please check the availability of the Inter-Working Report on the AAPP (URL: https://www.al-enterprise.com/en/partners/aapp) or Enterprise Business Portal (Url: Enterprise Business Portal) web sites. IMPORTANT NOTE 2: Involvement of the ALE International Business Partner is mandatory, the access to the Alcatel-Lucent Enterprise platform (remote access, login/password) being the Business Partner responsibility.
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17.3 Escalation in all other cases
For non-certified AAPP applications, no valid InterWorking Report is available and the integrator is expected to troubleshoot the issue. If the ALE Business Partner finds out the reported issue is maybe due to one of the Alcatel-Lucent Enterprise solutions, the ALE Business Partner opens a ticket with ALE International Support and shares all trouble shooting information and conclusions that shows a need for ALE International to analyze. Access to technical support requires a valid ALE maintenance contract and the most recent maintenance software revision deployed on site. The resolution of those non-AAPP solutions cases is based on best effort and there is no commitment to fix or enhance the licensed Alcatel-Lucent Enterprise software. For information, for non-certified AAPP applications and if the ALE Business Partner is not able to find out the issues, ALE International offers an “On Demand Diagnostic” service where assistance will be provided for a fee.
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17.4 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://businessportal.alcatel-lucent.com click under “Contact
us” the eService Request link
e-mail: [email protected]
Fax number: +33(0)3 69 20 85 85
Telephone numbers:
ALE International 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
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