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ALE Application Partner Program – Inter-working report - Edition 1 - page 1/57

Copyright © ALE International 2018

ALE Application Partner Program Inter-Working Report

Partner: FCS Computer Systems Application type: Hospitality & IVR *

Application name: FCS Voice Alcatel-Lucent Enterprise Platform:

OXO Connect™

* Only supported in conjunction with the FCS Gateway (=Unicorn) Hospitality PMS application

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

The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To view other trademarks used by

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

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

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



Certification overview

Date of the certification June 2018

ALE International representative Jason Lee

AAPP member representative Thierry Chevert

Alcatel-Lucent Enterprise Communication Platform

OXO Connect

Alcatel-Lucent Enterprise Communication Platform release

OXO Connect 2.2/025.001 OXO Connect 3.0/039.001

AAPP member application release Version 3.1.1

Application Category Voice Mail Hospitality dedicated software

Author(s): Karthik Padmarajan Reviewer(s): Thierry Chevert, Krassimira Atanassov, Rachid Himmi. Revision History Edition 1: creation of the document – June 2018

Test results

Passed

Refused Postponed

Passed with restrictions

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

IWR validity extension

None



AAPP Member Contact Information

Contact name: Moo Chii Der Title: Director of Group Software Production Address: Suite 16-01 Level 16, Menara Kembar 2, Menara Kembar Bank Raykat No.33 Jalan Rakyat Zip Code: 50470 City: Kuala Lumpur Country: Malaysia Phone: +603 2723 0288 Fax: +603 2723 0299 Mobile Phone: Web site: www.fcscs.com Email address: [email protected]



TABLE OF CONTENTS

1 INTRODUCTION ...................................................................................................................................... 5

2 VALIDITY OF THE INTERWORKING REPORT ............................................................................. 6

3 LIMITS OF THE TECHNICAL SUPPORT ......................................................................................... 7

3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS ............................................................................. 7

4 APPLICATION INFORMATION .......................................................................................................... 8

5 TEST ENVIRONMENT ............................................................................................................................ 9

5.1 GENERAL ARCHITECTURE .................................................................................................................... 9 5.2 HARDWARE CONFIGURATION .............................................................................................................. 9 5.3 SOFTWARE CONFIGURATION ................................................................................................................ 9

6 SUMMARY OF TEST RESULTS ........................................................................................................ 10

6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ...................................................................................... 10 6.2 SUMMARY OF PROBLEMS ................................................................................................................... 11 6.3 SUMMARY OF LIMITATIONS ............................................................................................................... 11 6.4 NOTES, REMARKS .............................................................................................................................. 11

7 TEST RESULT TEMPLATE ................................................................................................................ 12

8 TEST RESULTS .................................................................................................................................... 13

8.1 INTEGRATION WITH FCS GATEWAY (UNICORN) ................................................................................ 13 8.1.1 Test Objectives .......................................................................................................................... 13 8.1.2 Test Results ............................................................................................................................... 13

8.2 CHECKED-OUT GUEST ....................................................................................................................... 15 8.2.1 Test Objectives .......................................................................................................................... 15 8.2.2 Test Results ............................................................................................................................... 15

8.3 AUTO WAKE-UP (AWU).................................................................................................................... 15 8.3.1 Test Objectives .......................................................................................................................... 15 8.3.2 Test Results ............................................................................................................................... 15

8.4 WAKE-UP CALL TESTS ....................................................................................................................... 17 8.4.1 Test Objectives .......................................................................................................................... 17 8.4.2 Test Results ............................................................................................................................... 17

9 APPENDIX A: AAPP MEMBER’S APPLICATION DESCRIPTION ............................................. 19

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

APPLICATION .............................................................................................................................................. 21

11 APPENDIX C: ALCATEL-LUCENT ENTERPRISE COMMUNICATION PLATFORM:

CONFIGURATION REQUIREMENTS ...................................................................................................... 35

12 APPENDIX D: AAPP MEMBER’S ESCALATION PROCESS .................................................... 46

13 APPENDIX E: AAPP PROGRAM ................................................................................................... 52

13.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)......................................................... 52 13.2 ENTERPRISE.ALCATEL-LUCENT.COM ................................................................................................ 53

14 APPENDIX F: AAPP ESCALATION PROCESS ........................................................................... 54

14.1 INTRODUCTION .................................................................................................................................. 54 14.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ............................................................. 55 14.3 ESCALATION IN ALL OTHER CASES ..................................................................................................... 56 14.4 TECHNICAL SUPPORT ACCESS ............................................................................................................ 57



1 Introduction This document is the result of the certification tests performed between the AAPP member’s application and Alcatel-Lucent Enterprise’s platform. It certifies proper inter-working with the AAPP member’s application. Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to 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/partners/aapp) with free access.

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

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



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

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

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

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

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

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



3 Limits of the Technical support

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

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

Any possible issue will require first to be addressed and 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 details on all cases (3

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

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

3.1 Case of additional Third party applications

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



4 Application information Application type: Hospitality & IVR Application commercial name: FCS Voice (former Phoenix) Application version: Version 3.1.1 Interface type: SIP Trunk Interface version (if relevant): FCS Voice v2.1 is running on SIP protocol with list of RFC standardization such as RFC3261, RFC1889 (for RTP), RFC3550, RFC2833 (for DTMF) and etc. It also supports traditional analog interface. Brief application description: FCS Voice is the next generation industry-renowned dynamic voice messaging system designed for hotels and resorts that enables all voice service operations via Interactive Voice Response (IVR). The communications architecture developed by FCS integrates and works seamlessly with all major PMS and PABX systems (included Alcatel-Lucent OmniPCX Enterprise). This is to ensure guest’s voice messaging is handled securely, efficiently and completely. All the voice messages are dynamically maintained and stored in a dedicated server within our database so important messages can be archived for easy retrieval when required. FCS Voice offers the following guest-centric features:

Voicemail: FCS Voice provides each guest with a personal voice mailbox during check-in. This means that voice messages are recorded directly in the recipient’s personal voice mailbox. Retrieving messages from the guestroom is easy and only requires dialling a single-digit number (speed dial) on the guest phone in the room. However, retrieving messages from outside the hotel requires guests to enter their unique PIN before permitting them to listen to their messages.

Send and receive FAX ( Note: Synway HMP no Fax feature)

Auto Wakeup call (AWU): Allow hotel staff to set a wakeup call to the guest rooms at the pre-set time/date as per guest request; or the guest himself can set one from the room phone.

Mini Bar Posting: Allow Housekeeping to post mini bar consumption (total or itemized) to the PMS in real-time.

Room Status Update: Offers Housekeeping staff an IVR system to post room status to the PMS in real-time to facilitate Front Office personnel with the latest room availability for efficient guest check-in.



5 Test environment

5.1 General architecture The tests were performed on the ALE Technical Support small Systems platform in the following environment

5.2 Hardware configuration

Alcatel-Lucent Communication Platform: OXO connect Power CPU EE MG-PRA E1, UA and Z interfaces, digital and analog sets, IPTouch 80x8

Server application Platform: Inter(R) Xeon(TM) 3.00GHz 2.99 GHz, 8.00GB of RAM

5.3 Software configuration

Alcatel-Lucent Communication Platform: OmniPCX Office Connect 2.2 /025.001 OmniPCX Office Connect 3.0/039.001

Server application Platform: Windows Server 2016 Standard Edition

Application VOICE v3.1.1.



6 Summary of test results

6.1 Summary of main functions supported

The test done by Guest management mode. Same feature should work on room management.

FCS Voice (High Level) Module Results Comments

Able to call in to VOICE via Pilot number provided

OK Call is made through the configured ARS prefix

Able to leave voice message for guest/admin

OK

Guest/Admin phone MWI is ON when new message available

OK

This is done via the OHL gateway of the FCS. We had to involve the FCS OHL as the by default the voice processing is disabled and Message LED will be disabled. Only way notify is via OHL frame

Guest/Admin able to listen to voice message

OK

Guest/Admin phone MWI is OFF when no more new message

OK LED Is switched off from the FCS gateway once the message is turned off.

WebUI able to track guest/admin voice messages

OK Webui can show the number of messages

Guest/Admin able to record own greeting message

OK

Guest/Admin able to change PIN number

OK

Guest can set Auto Wake-up Call (AWU) from phone

OK

WebUI able to track and monitor AWU set by guest

OK

AWU is trigger according to the date/time set by guest

OK

Able to transfer call to operator OK

Able to terminate the call from either the phone or application

OK

Able to call in to the various call flows based on specific numbers tied to entry points (numbers programmed in the PBX to call forward to Phoenix Pilot Number)

OK

Wake-up calls to 9 analog extension connected to the same board OK

Eight extensions are ringing in parallel and for 9

th extension OXO sends 503 service

unavailable. So for the 9th extension we get



6.2 Summary of problems

None

6.3 Summary of limitations

MWI LED (Message Waiting Indication) is turned on only with the help of FCS gateway (OHL application used along with Voice application). Once there is a voicemail left for the guest the application interacts with FCS gateway and gateway sends a command to light the MWI LED. Without the gateway application there is no way to light the MWI LED if the voice server is used separately.

The voice application works only in SIP trunk mode and OXO internal voice processing is turned off for proper working.

To access the voicemail server we need to either program the voicemail number as a key or we need manually dial the number from room extension.

Guest cannot know the number of messages until they access their voicemail

The voice application basically needs PMS application for AHL software for Message LED purpose.

Guest check-in and checkout has to be simulated at the voicemail server in order to clear voice messages for the guest.

Programming from the room extension can be done only by calling voice server.

PMS gateway wakeup modification is for OXO internal voicemail, so the programming done from the gateway is not transferred to the voice server.

6.4 Notes, remarks Voice application only work with physical extension number in PBX and user has to be

checked-in to access the voicemail. If the guest extension is checked-in the user cannot access the voicemail.

We disable the internal voicemail of OXO to avoid confusion.

We tested with SLI 16 board and connected 10 analog phones.

Wakeup call can work for eight analog extensions in parallel and for ninth extension the voice application tries after 90 seconds. This is SLI board limitation and is overcome by the retry made by the voice application.



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.



8 Test Results

8.1 Integration with FCS Gateway (Unicorn)

8.1.1 Test Objectives

To check the basic voice mail accessibility after the guest is checked in from the PMS application.

8.1.2 Test Results

Test Case


CH1

Check in a guest manually from Unicorn and gateway simultaneously Check whether you are able to view guest already checked in via web Check whether the guest can access the voicemail

Check-in has to be done mandatorily for enabling the voicemail access for the guest. As soon as the user is checked in gateway, the voicemail is enabled for the user in the unicorn voice server.

CH2

Check out a guest manually from Unicorn Check whether you are Able to view guest already checked out via web. It should not be in the list of checked in guest anymore

We were able to see in Voice server GUI

CH3

Room Move 1. Check in a room (A) and view the status from web module 2. Leave a voice message to Room A 3. Use a simulated FOS to do a room change from Room A to Room B 4. Retrieve the voice message using Room B phone

CH4

Check message waiting lamp on guest phone 1. Leave a voice message for guest

MWI led is enabled from the gateway through the OHL frame. Once the message is left for the user. This is manually done from the PMS gateway.

CH5

Check message waiting lamp on guest phone 1. Retrieve all new messages on guest phone 2. Should turn off

Once all the messages are read. The MWI is turned off from the OHL gateway.

CH6

Able to leave message when no one answer the call 1. Call a guest phone, do not answer the

phone Voice prompting to leave message should take over after a pre-set no. of rings / time length.

This managed with the help dynamic routing.



CH7

Guest able to retrieve voice message 1. Guest pick up the phone and call the voice

mail retrieve extension or designated button 2. It will enter straight into guest voicemail

retrieval flow.

To access the voicemail we need to program a key with the prefix of voicemail server.

CH8

Undelete guest voice message from web module 1. Go to web module and choose to undelete

the selected message from the particular room

2. The undeleted voice message will be counted as an old voice message counted on the guest information shown.

Not supported in the current version of the application.

CH9

Guest able to retrieve voice message from admin extension Correct message being played

On dialling voicemail from admin extension, the server asks for the room extension and password to access guest inbox

CH10

Guest able to leave voice message from admin extension Message lamp ON (if it is not), new message count increment, able to retrieve the new voice message from admin

We can leave voicemail by dialling from the admin extension to another room extension.

CH11

Able to record own greeting prompt for guest 1. From the feature menu, choose to record

greeting message Greeting message being played when message is being left for the particular guest.

CH12

Guest to retrieve text message 1. Leave a text message for a guest 2. Choose to retrieve text message MWL ON (if it is not ON due to new voice message), when retrieve voicemail will prompt user to choose whether to retrieve text message or not 2. User transferred to message desk extension

CH13

Able to change guest pin no. 1. Go to feature menu and select to change the

pin no. Enter the desired pin no. The new pin no. is announced right after keying in.

2.

CH14

Message lamp is ON when there is at least 1 new message or text message Ensure this condition applies when performing the testing.



8.2 Checked-Out Guest


These tests are done to check the application behaviour after the user is checked out from the application.

8.2.2 Test Results

Test Case


CO1 Try to leave voice message by using an internal phone (to a checked out guest)

Checked out guest cannot access the voicemail.

CO2 Try to leave voice message by using Express Leave feature (to a checked out guest)

Checked out guest cannot access the voicemail.

CO3

Leave message by using a guest phone (to a checked out guest)

We cannot leave a message to checked out extension.

CO4

Retrieve message by using a guest phone

Cannot be done as the checked-out extension cannot leave voice message.

8.3 Auto Wake-up (AWU)


To test the auto wakeup call feature of the voice mail application. Auto wakeup programming is done by dialling the ARS prefix.

8.3.2 Test Results

Test Case


AWU1

Set AWU from the room via feature menu Confirm from the web module that AWU has been set. Check that the calls are made on time.

AWU2

Set multiple AWU for a room via the web module “Hotel Operation -> Set AWU time” Confirm that the web module that AWU has been set. Check that the calls are made on time.



AWU3

Check that the AWU call is made on time. Calls made are accurate according to the time of the voicemail server time.

AWU4

Check that the 2nd

AWU call is made on time. Calls made are accurate according to the time of the voicemail server time.

AWU5

Set Group AWU from web “Hotel Operation – Set AWU time” Confirm that the web module that AWU has been set. Check that the calls are made on time.

Not implemented

AWU6

Able to cancel AWU time from room by dialing **** when requested to key in the time. Confirm that the web module that AWU has been cancelled. Check that no cancelled calls are made.

AWU7

Able to cancel AWU time from web “Hotel Operation – View/Edit/Cancel AWU Time” Confirm that the web module that AWU has been cancelled. Check that no cancelled calls are made.

AWU8

Able to set snooze call and the re-scheduled AWU calls on time Check the snooze call from web. Ensure it calls on the designated time.

AWU9

AWU is considered no answer according to setting in awu.script (set the AWU time length) It rings according to the timing set before the system takes it as no answer.

AWU10

AWU reschedule according to setting for no. of failed attempts Ensure that the no. of attempts is accurate according to the setting.

AWU11

AWU reschedule according to setting for time to next attempt Ensure that the time between attempts is accurate according to the setting.

AWU12

Ensure transfer to operator after maximum attempt Ensure that the time between attempts is accurate according to the setting.



8.4 Wake-up call tests


Check the ability of the application to handle wake-up call time according to

modification/cancellation done by the guest or confirmation sent by PBX for the PMS wake-up time

programming.

In the below cases the programming and modification is done by accessing the voice server with

ARS prefix

8.4.2 Test Results

Test Case Id

Test Case N/A OK NOK Comment

WUP 101

Programming of wakeup is done from the voice server Check the wake up is set on the voice server and it is executed properly

Wakeup cannot be seen on the IP touch phones as external voice server is used.

WUP 102

Modification of wakeup from the PMS Check the wake up is modified on the voice server

PMS wakeup is for programming wakeup on OXO internal voicemail. This programming is not transferred to the voice server.

WUP 103

Cancellation of wakeup for a guest from the PMS Check the wake up is cancelled

PMS wakeup is for programming wakeup on OXO internal voicemail. This programming is not transferred to the voice server.

WUP 104 Wake-up call with normal answer.

Check the status in the voice server webpage

Once the wakeup call is answered it is marked as successful in the application webpage

WUP 105

Wake-up call with no answer Check the status in the voice server webpage

Status updated in application webpage

WUP 106

Wake-up call with busy line Check the status in the voice server webpage


WUP 107

Wake-up call with out of order line Check the status in the voice server webpage


WUP 108

Wake-up call with DND enabled guest

Wake up for a DND enabled extension is properly managed by both the applications together (Gateway + Voice server) together. Just before the wakeup from voice server the DND is disabled from PMS gateway. Once the wakeup is acknowledged, DND



is reactivated.

WUP 109

Wake-up cancellation by the guest by accessing the voice server.

Wake up can be cancelled by accessing the voice server with the programmed prefix.

WUP 110 Wake-up programming message done on guest

The is done by accessing the ARS prefix

WUP 111

Wake-up message modification generated by guest from room set by accessing the voice server.

WUP 112

Multiple wake-up on analog sets Voice send wake-up programming on nine analog guests on same SLI board

Wakeup call for 9 simultaneous analog extensions connected in same SLI board is handled properly by the voice server. Due to a board limitation OXO can ring only 8 extensions at any given time. So for the 9th extension OXO cannot ring in parallel and send out 503 service unavailable. Voice application processes the message and retries the wake call.

Results WAKE- UP events



9 Appendix A: AAPP member’s Application description

A Gateway for Voice & Digital Messaging FCS Voice is a SIP and analog based gateway for voice and digital messaging. It is comprised of

two sub systems − Voice FCS Voice and FCS Voice Fax which can be implemented à la carte or as a total solution that sharing the same database with single login function. FCS Voice/ Phoenix works seamlessly with all major PMS and PABX systems, ensuring guests’ voicemails and fax messaging are handled securely and efficiently upon guest check-in and check-out. In addition, FCS Voice supports real time room status updates and mini-bar posting to the PMS via the Interactive Voice

Response (IVR) function. Most importantly, the introduction of multi-property module enables the hosting of mailboxes across different properties interfacing to the same PABX on a single FCS Voice server. This setup also allows database administration and printing of reports for specific properties according to different user access right. FCS Voice supports most of the major brands of SIP based PABX. Voice cards for PABX are replaced by SIP software

Multi-Language User Interface Required for international operations.

Multi-Property Allow centralized mailbox configuration and management of all properties. Hotels can also split the reports and manage mailboxes of all properties that shared a single PABX for multiple properties (Available for SIP only)

SIP Interface Support the following SIP based PABX (Maximum 200 SIP channels per server)

Voicemails for Guest & Staff Automatically create and delete guest mailboxes upon check-in and check-out with personalized greetings available in multiple languages. Mailboxes follow guests during room changes and guest access can be authorized from outside the hotel.

Fax Messaging for Guest & Staff Allow fax messages to be directly received and delivered into the recipient's personal fax box. Fax boxes are dynamically maintained with auto-operations includes creating, moving, archiving, and deletion.

Private Fax (DID) Number

During check in, FCS Voice can assign each guest with a private fax (DID) number

Room Status Updates Permit real-time room status updates to the PMS by housekeeping and hotel staff via the hotel’s IVR system in the selected language(s) with voice confirmation.

Mini-bar Posting

Update mini-bar usage to the PMS via the IVR system in real-time, entering either lump-sum or itemized costs. Supports multiple tax levels on individual items and delivers usage reports such as mini-bar sales, item consumption and user posting.



Auto-wake-up Calls

Individual AWU calls can be set by guests, while individual and group calls can be set by hotel staff. Supports several wake-up times throughout a guest stay with multiple alerts, escalations and call back snooze feature. Alerts can be sent via a log printout and/or operator notification.

Agent Assisted VIP Wakeup

An alert will pop up to remind the agent to call the VIP in person. When the agent use the “click to call” function in the pop up message, FCS Voice will establish the call connection between agent’s extension & guest room automatically. Auto Attendant Unassisted telephone call can be transferred to a specific extension or department. Hotel can setup (up to 4 layers) routing schema for Auto Attendant. All voice recording and translation will be performed by the hotel.

Voicemail to Email Enable staff/ guest to retrieve voicemails via email beside the phone.



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

Below is the configuration of all components of FCS Voice. Hardware and Software pre-requisite.

Software

Operating System Microsoft Windows Operating System

Windows Server 2018 R2

Browser Internet Explorer Version 8.0 or above with latest service pack

Database MySQL Installer (e.g. mysql-installer-commercial-5.6.20.0) and License OR MSSQL Express 2012 OR MSSQL Server 2012 with SP1 Installer (Standard or Enterprise Edition) and License OR MSSQL Server 2014 Installer (Standard or Enterprise Edition) and License Note: You have to download and obtain both the Installer and License respectively for the above DBs (except for MSSQL Express 2012) before you begin

Driver 6 (analog/digital board)

Note: One cannot mix both Analog and HMP on the same server; Synway currently doesn’t support Fax T.30/T.38 in

Others FCS Unicorn

Hardware

Processor – 1333 MHz FSB

above)

Memory 8GB DDR-3 RAM , 32GB for 120 ports or above

Hard Drive 2x250 GB SAS drive with RAID (15K RPM)

Network Card Gigabit Ethernet LAN Card

Monitor Support 1024x768 Resolution

Installation Guide Install FCS Voice and 3

rd party components

o Run the setup file for the FCS Voice to install the system along with all the relevant 3rd

party components

Activate Dialogic HMP License

o Ensure the driver is properly configured and then activate the HMP license.

Network configuration o The IP address of FCS Voice must be within the same subnet group with Unicorn and

Alcatel PBX. o The common “Ping” command shall be used to verify the proper setup of networking of

all these PCs.

FCS Voice engine configuration



Those configuration files for each module are located at <Phoenix Folder>\config. Set the Name and Location (common used IP or DNS) for the module. Set the LocalIPAddr (for HMPCall_Config only). Set the Type, IP Address, Username and Password for database accordingly.

Party A: Dialogic HMP driver configurations: In our case FCS server IP address is 10.100.5.130. PBX IP address is 10.100.5.81.

Configuration of SIP trunk with Alcatel PBX:



FAX setting for SIP is using 22223:



Part B: Synway HMP configurations This is the folder where the Synway HMP located:

The Synway HMP driver is 5.4.0.0



Double click at the row item (highlighted) with ID 0



Below window will popup

HMP Client IP and HMP Server IP can leave as 128.0.0.1 HMP Client RTP IP need to change same as the machine IP, In our test case, the IP is set as 10.100.5.121 HMP Client IP and HMP Server IP can leave as 128.0.0.1



HMP Client RTP IP need to change same as the machine IP, In our test case, the IP is set as 10.100.5.121

Click at SIP Global Options Make the Local IP is correct. In our test case, the IP is set as 10.100.5.121

This is main screen of FCS Voice



This is main screen of FCS Voice

Phoenix version is 2.1.0.4

These are those services module of Phoenix (BlueOcean_Marlin, BlueOcean_Octopus, BlueOcean_Sturgeon)



Click at Property, choose System Wide Setting will bring you to screen for PBX and FCS Voice IP configuration



Click at Property, choose System Wide Setting will bring you to screen for PBX and Fcs Voice IP configuration

PBX Setting

Server Setting



Entry Point configuration P/S: This is the place where you set the “Trunk Number” for the services (minibar, roomstatus, AWS, etc.)

Time Zone Configuration:



AWU Setting

Room/Extension Setup



Check in Guest

This is the Menu where you can do manual posting (e.g. Check in, Check out, Room Change, etc)



This is the Menu where you can do Hotel Services (e.g. Room Status, Minibar, AWU)



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

The external voice mail server is accessed through the SIP trunk. Currently the application supports only SIP trunk mode. External Voicemail Configuration SIP trunk configuration Before starting the OXO configuration for voicemail make sure Pilot number does not conflict with the internal numbering of subscribers and hunt groups.

1) Before configuring the external voicemail server please deactivate the internal voicemail of OXO.

2) We have to configure the number range we assigned for the voicemail. By dialling this number we should be able to reach the Devoice server. We are declaring that as Secondary trunk group and give the BASE as ARS. We are registering the external voicemail server to OXO, so we have declare a range with base a ARS.



3) Internal extension number range to be declared in the private numbering plan. Only if the range is declared, External FCS server can reach the appropriate extensions.

4) ARS configuration. First step of ARS configuration is to create the SIP gateway for FCS server.



Declare the voice channels in the VOIP parameters.



Once the voice channels are declared. Please go to the External Access and voip access should be shown there.

Next double click on the VOIP access and check the barring for that and changed it to the allowed range.

Open the trunk group and add the VOIP access to any of the Trunk group.



Now again go the ARS configuration >> Trunk group list. In that screen create a new trunk group list for the VOIP trunk that we created.

After clicking on ADD, please select the VOIP trunk from the list that is populated after clicking on the button shown below.

Go back to the Automatic routing prefixes screen and do a right click to create a new prefix



Configure the parameters as described in the screenshot below

Once the ARS is completed, on dialling the range 700, the OXO subscriber will be able to call the FCS server.

5) To make the voicemail access we can configure a key for the voicemail access.



Key configuration

Once the key is programmed the set will reboot. On pressing the voicemail programmed key we can access the FCS voicemail. Message waiting indication will not work as we described above in the test cases.

Finally check the end of dialling plan for the pilot number. Make sure to declare the starting number and leave range. For example we are using the pilot number 700, so we have declared 7 and total 2 digits after that. The counter value is 3 for number starting with 7.



The configuration slightly differs for OXO connect 3.0 and above. In the OXO connect 3.0 the SIP gateway configuration is under external lines as shown below.

After adding the SIP gateway associate the same under List of access and the same can added under the trunk group list..



Associate the List of access to a trunk group as shown .



The same trunk group is associated to the trunk group list and same is associated to the ARS prefix in ARS list.

Select the trunk group to which SIP gateway is associated.



12 Appendix D: AAPP member’s escalation process

Level 1 Support As the first point of contact to all users for FCS, Level 1 Helpdesk, our goal is to close the

case as soon as they are reported. However, in the event of complicated cases such as data

corruption or potential hardware break down that will require more in-depth troubleshooting

work to be done, one working day after the initial response, if the case is still outstanding

on FCS’ end, the next course of action will either be on site support (if deemed necessary by

FCS) or will be escalated to next level of support at HQ, with users being notified via email

from our E-Helpdesk System.

For recurring issues, please refer to the matrix below. 1. First report - Log by TSE and resolve within SLAs then close case.

2. Second report - (recurrence of the same issue) - escalate to STSE, find root cause and try to

resolve within SLAs then close.

3. Third report - (recurrence of the same issue) - escalate to Level 3 Support (Development).

Level 2 Support Level 2 Support consists of on-site support, and is rendered by our Professional Services

team. Level 2 Support will be dispatched only if there is a need to troubleshoot hardware on-

site, etc, after all possibilities to resolve the issue remotely have been exhausted. Level

2 Support may be called upon by either Level 1 or Level 3 Support.

NOTE: The response time for on-site support depends on the category of Support

and Maintenance Agreement signed up.

Level 1 Support Escalated to HQ At Level 1 support, if cases are not able to be resolved and are pending on FCS’ end, they will

be escalated to HQ. At the Regional Level, our HQ’s goal as well, is to close the case as soon

as possible. Escalation to Level 3 Support will be one working day after HQ qualifies the case

as enhancement/customization or code change, with all the proper data and information

gathered from user, and users advised accordingly via email from our E- Helpdesk System.

Level 3 Support (Development)

Our team of Technical Engineers at Development will conduct the issue study, developed and

followed by Q.A.; this takes an average of 3-5 working days before any patch can be

implemented at any site, depending on the complexity of the work involved.

For enhancement/customization, a quotation on the man days and timeline required for

the customization work and installation will be issued out by our Sales team. Development team

starts work once all the details have been agreed upon by customer and FCS.



ESCALATION URGENT IMPORTANT GENERAL

1st Level

Response Time

2 hours 4 hours 1 working day

1st Level

Escalation to HQ

2 hours after 1st Level 4 hours after 1

st Level

1 working day after 1

st Level

HQ Escalation to 3

rd Level

2 hours after escalation to HQ 4 hours after escalation to HQ

1 working day after escalation to HQ

Any request or support issue reported and not responded within the Expected Response Time as stipulated above, customer may proceed to initiate the various levels of escalation to FCS accordingly by contacting the list of FCS personnel as provided in 5. Escalation Contacts. ESCALATION CONTACTS PHONE CONTACT FOR ESCALATION OF RESPONSE TIME & EMERGENCY CONTACT 1ST LEVEL ESCALATION

FCS OFFICE

24-HOURS SUPPORT NUMBER

MOBILE SUPPORT NUMBERS

(Only call in the event you are unable to get through to the 24-Hours Support

Number)

EMAIL

OFFICE LOCATION

Australia

+61-282565600

+61-282565600

helpdesk.aufcs@pla net1world.com

Fedsoft Contact Center – Manila, Philippines AND Offshore Office – FCS Australia , Sydney

Cambodia

+632 811 8433

+63-9175874680

helpdesk.khfcs@pla net1world.com

Fedsoft Contact Center – Manila, Philippines

China

+86-2158353669

+86-13817511754

helpdesk.cnfcs@pla net1world.com

Offshore Office – FCS China, Shanghai

EMEA

+44 (0)1793 401919

+44 (0) 7974 371882

helpdesk.emeafcs@ planet1world.com


Hong Kong

+852-25138888

+852-95533444 helpdesk.hkfcs@pla

net1world.com Offshore Office – FCS Hong Kong, Guangzhou

India

+91-1142562900

+91-9971324455

helpdesk.infcs@plan et1world.com


Japan

KDDI: +00531-63-0040 NTT: 0033-010 + 00531-63-0040 SOFTBANK: 0041010 + 00531-63-0040 / 0061-010 + 00531-63-0040

+63-9175875296

helpdesk.jpfcs@plan et1world.com


mailto:[email protected]


mailto:helpdesk.khfcs@pla














Laos

+632 8118433

+63-9175874680

helpdesk.lafcs@plan et1world.com


Macau

+853-66783178

+853-66783178

helpdesk.hkfcs@pla net1world.com

Offshore Office – FCS Hong Kong, Guangzhou

Malaysia

+60-327230222

+63-9175874680

helpdesk.myfcs@pla net1world.com


Myanmar

+632 8118433

+63-9175874680

[email protected]


North America

+1-8775192596

+1-3107218697 helpdesk.nafcs@pla

net1world.com Offshore Office – FCS North America, Las Vegas

Philippines

+65-67236855

+65-96703259

helpdesk.phfcs@pla net1world.com


Singapore

+65-67236855

+65-96703259

helpdesk.sgfcs@pla net1world.com


Thailand

+66-26704156

+66-816167330

helpdesk.thfcs@plan et1world.com

Offshore Office – FCS Thailand, Bangkok

Vietnam

+632 8118433

+63-9175874680

[email protected]


2ND LEVEL ESCALATION

COUNTRY

NAM

E

PHONE NO

EMAIL

Australia

Craig Dennington Office No Mobile Phone No

+61 8256 5600

[email protected]

China

Andy Hu Office No Mobile Phone No

+86 13916007649

[email protected]

EMEA

Eric Rogers

Office No

Mobile Phone No

+44 1793 401910 +44-7801 498029

[email protected]

Hong Kong

John Chan Office No Mobile Phone No

+852 3195-8032 +852 9864 7979

[email protected]

mailto:helpdesk.lafcs@plan






mailto:helpdesk.mmfcs@pla





mailto:helpdesk.phfcs@pla






mailto:helpdesk.vnfcs@plan







India

Shaji Kuriakose Office No Mobile Phone No

+91 2267869496 +91 9820934817

[email protected]

Japan

John Chan Office No

Mobile Phone No

+852 3195-8032

+852 9864 7979

[email protected]

Macau

John Chan

Office No

Mobile Phone No

+852 3195-8032 +852 9864 7979

[email protected]

Malaysia

Philip Lee Office No Mobile Phone No

+60 327230298 +60 122060058

[email protected]

North America

Daniel Foxworth Office No

Mobile Phone No

+1 (844) 327 2762 (710) +1 (912) 755 1157

[email protected]

Singapore

Vincent Lee

Office No

Mobile Phone No

+65 67236812 +65 93673701

[email protected]

Thailand

Phusith Arunrattanadilok

Office No

Mobile Phone No

+66 26704156 +66 819262300

[email protected]

Vietnam

Dang Nguyen

Office No

Mobile Phone No

+84 838488298

+84 967068898

[email protected]

3RD LEVEL ESCALATION

COUNTRY

NAME

CONTACT NO

EMAIL

Malaysia

Moo Chii Der (Director of Group Software Production)

DID: +60 327230208

MOB: +60 123759339

[email protected]














Singapore

Wong Kar Hong (Group Operation Director)

DID: + 65 67236822 MOB: + 65 81382713

[email protected]

OTHER IMPORTANT CONTACTS

COUNTRY

NAME

CONTACT NO

EMAIL

Australia

Arlene Li (Business Executive)

+61 2 8256 5600

[email protected]

Europe

Chloe Cardy-Stewart

(Business Executive)

+44 1793 401911

[email protected]

Hong Kong

Renee Chan (Business Executive)

+852 3195 8035

+852 5407 7302

[email protected]

India

Kriti Sharma

(Business Executive)

+91 1142562900 Ext 2913 +91 9899667659

[email protected]

Japan


+852 3195 8035

+852 5407 7302

[email protected]

Macau


+852 3195 8035

+852 5407 7302

[email protected]

Malaysia

Samantha Chow Shin Kae (Business Executive Officer)

+60-327230298 +60-122060058

[email protected]

North America

TC Szeto (Manager of Sales & Operations)

+1-(844) 327 2762

ext. 701

[email protected]

Singapore

Theresa Jacinto Victoria (Business Executive)

+65 67236801 +65 97726078

[email protected]

m

Thailand

Aunyamanee Paweenaapichat (Business Executive)

+66 26704157 +66 827965399

aunyamanee.p@planet1world

.com

















Vietnam

Luong Vo Cong Khoa (Sales Manager)

+ 84 838488298 + 84 949088882

[email protected]




13 Appendix E: AAPP program

13.1 Alcatel-Lucent Application Partner Program (AAPP)

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

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

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

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



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

13.2 Enterprise.Alcatel-Lucent.com

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


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



14 Appendix F: AAPP Escalation process

14.1 Introduction

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

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



14.2 Escalation in case of a valid Inter-Working Report

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

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

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

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

Case 3: the responsibility can not be established.

In that case the following process applies:

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

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

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

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

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

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



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



14.3 Escalation in all other cases

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



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

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

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

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

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

us” the eService Request link

e-mail: [email protected]

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

Telephone numbers:

ALE International Business Partners Support Center for countries:

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

END OF DOCUMENT

Country Supported language Toll free number

France

French

+800-00200100

Belgium

Luxembourg

Germany

German Austria

Switzerland

United Kingdom

English

Italy

Australia

Denmark

Ireland

Netherlands

South Africa

Norway

Poland

Sweden

Czech Republic

Estonia

Finland

Greece

Slovakia

Portugal

Spain Spanish


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


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