ALE Application Partner Program Inter-Working ReportOXE R12.2 (M3.402.13.f) TSAPI R 7.4.1...

ALE Application Partner Program – Inter-working report - Edition 1- page 1/112

Copyright © ALE International 2018

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. .



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



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]



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



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



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



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



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



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.

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

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



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

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

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

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

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

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



3 Limits of the Technical support

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

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

Any possible issue will require first to be addressed and 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”).



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



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.



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



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:



TSAPI Server version:

csta32.dll version:



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


of limitations

Redundancy Tests

Spatial redundancy of the OXE


of limitations

TSAPI backup


of limitations



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.



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 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


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



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


Test d’enregistrement avec poste IP Phone 8078s


Test d’enregistrement avec poste IP Phone 8068




8.2 Internal calls


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


1

Internal call

Make an internal call from Agent V1 to Agent V2


2 recs

2

New internal call

Make an internal call from Agent V1 to Agent V2 ( call is routed through pilot distribution ).


2 recs

3


In the VRS application, check the records

Audio OK

Note: Call Direction => see screenshot

o Correction added



8.3 Outbound calls


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


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



Audio OK



8.4 Transfer of an inbound call – Blind Transfer


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


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



2 recs, Audio OK



8.5 Transfer of an inbound call – Supervised Transfer


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


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



Audio OK

Note: rec (3400) rec (3401)

Enquiry call

(3400 – 3401)

1 2

2 4

3400 transfers

the call



8.6 Transfer of an outbound call – Blind Transfer


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


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



Audio OK

Note: Call Direction for Agent V1 is O => means Outgoing But Call Direction for Agent V2 is ?



8.7 Transfer of an outbound call – Supervised Transfer


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


1

Outbound call



1 rec (Agent V1)

2

Enquiry call


Agent V1 and Agent V2 are in conversation

Rec Agent V1 continues 1 rec (Agent V2)

3

Transfer


4

Transferred call

Agent V2 and the external party speak at least during 10 seconds before hanging-up

Rec Agent V2 continues

5



Audio OK



8.8 3 Way Inbound Conference Call


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


1

Inbound call

Make an inbound call to Agent V1


1 rec (Agnet V1)

2

Enquiry call

Agent V1 makes an internal call to Agent V2 ( the inbound call is automatically put on hold )


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



Audio OK

Note:



8.9 3 Way Inbound Conference Call – The third party drops out first



8.9.2 Test Results

Test Case


1

Inbound call



Rec (Agent V1)

2

Enquiry call



Rec (Agent V1) continues Rec (Agent V2)

3

Conference


Rec (Agent V1) continues Rec (Agent V2) continues

4

Conferenced call


5

The third party drops out

Agent V2 hangs up


Rec (Agent V1) continues after Agent V2 hangs up.

6



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



8.10 3 Way Inbound Conference Call – The conferencer drops out first & second agent not recorded



8.10.2 Test Results

Test Case


1 Agent B not monitored

Check that the agent V2 is not monitored

2

Inbound call



1 rec (Agent V1)

3

Enquiry call



Rec (Agent V1) continues)

4

Conference


5

Conferenced call


Rec (Agent V1) continues

6


Agent V1 hangs up


Rec is stopped after Agent V1 hangs up

7



Audio OK



8.11 3 Way Outbound Conference Call


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


1

Outbound call



2

Enquiry call



3

Conference

Agent V1 conferences the outbound held call with Agent V2

4

Conferenced call


5


Agent V1 hangs up


6



2 recs Audio OK



8.12 3 Way Outbound Conference Call – The third party drops out first



8.12.2 Test Results

Test Case


1

Outbound call

Make an outbound call to Agent V1


2

Enquiry call



3

Conference


4

Conferenced call


5

The third party drops out

Agent V2 hangs up


6



2 recs Audio OK



8.13 3 Way Outbound Conference Call – The conferencer drops out first & second agent not recorded



8.13.2 Test Results

Test Case


1 Agent B not monitored

Check that the agent V2 is not monitored

2

Outbound call

Make an outbound call to Agent V1


3

Enquiry call



4

Conference


5

Conferenced call


6


Agent V1 hangs up


7



1 rec. Audio OK



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.


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


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


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



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.



8.15 Contact Center : Supervised Calls : restricted intrusion



8.15.2 Test Results

Test Case


1

Inbound 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



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



8.16 Contact Center : Supervised Calls : intrusion



8.16.2 Test Results

Test Case


1

Inbound call




2 Intrusion

A supervisor makes intrusion on the agent V1 during the conversation

3

End of Agent’s 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




Note:

After correction => behaviour is OK



8.17 Contact Center : Supervised Calls : help



8.17.2 Test Results

Test Case


1

Inbound call




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


5




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



8.18 Contact Center : Incoming Private Calls


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


1

Inbound call

Make an inbound call to the private Agent’s extension V1.



Private agent number is 3022 during the test.

2


In the VRS application, check there is no record

1 rec – Audio OK

Note:

Rule to not record the private incoming call (number: 3022)



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


This test checks that VRS is able to selectively not record outgoing private calls.

8.19.2 Test Results

Test Case


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


3



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.



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



8.20 Contact Center : Agent Welcome guide


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





8.21 Contact Center : Free Seating


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.


Test Case Id


1

Agent V1 on proacd P1

Login the agent V1 on the proacd P1


Logout the agent V1

1 rec Audio OK

2

Agent V1 on proacd P2

Login the agent V1 on the proacd P2


Logout the agent V1

1 rec Audio OK

3





8.22 Business Sets : Multiline sets


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


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 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



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



Held Retrieved ConnectionCleared StopIPRecording Correction added.

Step 1 = > line 1 Step 3 = > line 2 Step 4 = > line 1



8.22.3 Test procedure: Record lines with several numbers

Test Case


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


M answers the call


3

Inbound call : 2nd

call

M puts on Hold the 1st call


multiline key

The external caller answers the call


M hangs up the 2nd

call

4

Retrieve the 1st

call


st multiline key


M hangs up the call

5



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)



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.



8.22.4 Test procedure: Not record several lines ( inbound calls )

Test Case


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


M answers the call


Called number is 3124

4

Inbound call : 2nd

call


multiline key

M answers the call


M hangs up the 2nd

call

Called number is 3125 = > no rec due to the rule activated

N

o

5

Retrieve the 1st

call


st multiline key


M hangs up the call

6



1 rec (line 3124) – Audio OK No rec (line 3125)

Note :



8.23 Business Sets : MLA Feature – secondary MLA set answers


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


Test Case


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 hangs up the call

1 rec (set M)

6



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



8.24 Business Sets : MLA Feature – swapping between 2 Primary MLA lines


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


Test Case


1




2

Inbound call


M answers the call on the Primary MLA key ( Number 3600 )


1 rec

3

New Inbound call


M puts on hold the 1st call

M answers the 2nd

call on the Primary MLA key ( Number 3601 )


M hangs up

Rec (Step 2) continues

4

Retrieve the 1st

call

M retrieves the call on the Primary MLA key ( Number 3600 )


M hangs up the call

Rec continues

5



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.





8.25 Business Sets : MLA Feature – swapping between Primary and Secondary MLA lines


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


Test Case Id


1



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


N answers the call on the Secondary MLA key ( Number 3600 )


1 rec

4

New Inbound call


N puts on hold the 1st call

N answers the 2nd

call on the Primary MLA key ( Number 3602 )


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



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



8.26 Business Sets : Tandem


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


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



1 rec – Audio OK

8.26.3 Test Results : Outbound call from the Main set

Test Case


1



Manage the tandem

2

Outbound call

Make an outbound call from the main set


The main set and the external caller speak during at least 10 seconds before hanging up

3



1 rec – Audio OK

3000 3001

Main Secondary



8.26.4 Test Results : Inbound call to Secondary set

Test Case


1



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



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


1



Manage the tandem

2

Outbound call

Make an outbound call from the secondary set


The secondary set and the external caller speak during at least 10 seconds before hanging up

3



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 )”



8.27 Beep Generation – Single Beep


This test checks that VRS supports the generation of a single beep.


Test Case Id


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



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


This test checks that VRS supports the generation of several beeps.


Test Case Id


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



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



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


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



Note: No audio for the G723



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


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


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


2 recs

3



Audio OK

Note:



9.2 Transfer of an inbound call from Local to Remote – Blind transfer


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


1

Inbound call to local node


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



Audio OK



9.3 Transfer of an inbound call from Remote to Local – Blind transfer



9.3.2 Test Results

Test Case


1

Inbound call to remote node

Make an inbound call to Remote Agent RV1


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


4

Internal transfer


Agent V1 transfers the inbound held call to Agent V2

5

Transferred call


6



3 recs – Audio OK



9.4 Transfer of an inbound call between 2 nodes – Blind transfer



9.4.2 Test Results

Test Case


1




2



Agent V1 transfers the inbound held call to Remote Agent RV1

3

Transferred call


4

Transfer to local node


Remote Agent RV1 transfers the inbound held call to Agent V2

5

Transferred call


6



3 recs – Audio OK



9.5 Transfer of an inbound call from Local to Remote – Supervised Transfer



9.5.2 Test Results

Test Case


1




1 rec (Agent V1)

2

Enquiry to remote node


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



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





9.6 Transfer of an inbound call from Remote to Local – Supervised Transfer



9.6.2 Test Results

Test Case


1

Inbound call to Remote node



2

Enquiry to local node



3 Transfer


4

Transferred call

Agent V1 and the external party speak for at least 10 seconds

5

Internal Enquiry


Agent V1 and Agent V2 speak at least 10 seconds

6 Transfer


7

Transferred call

Agent V2 and the external party speak for at least 10 seconds before hanging-up

8



3 recs – Audio OK



9.7 Transfer of an inbound call between 2 nodes – Supervised Transfer



9.7.2 Test Results

Test Case


1

Inbound call to Local node



2

Enquiry to Remote node



3 Transfer


4

Transferred call


5

Enquiry to Local node


Remote Agent RV1 and Agent V2 speak at least 10 seconds

6 Transfer


7

Transferred call


8



3 recs – Audio OK



9.8 Transfer of an outbound call from Local to Remote – Blind transfer


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


1

Outbound call from local node


External caller answers the call and speaks for at least 10 seconds

2


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


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



3 recs – Audio OK

Note:



9.9 Transfer of an outbound call from Remote to Local – Blind transfer



9.9.2 Test Results

Test Case


1

Outbound call from remote node

Make an outbound call from Remote Agent RV1


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


4

Internal transfer



5

Transferred call


6



3 recs – Audio OK



9.10 Transfer of an outbound call between 2 nodes – Blind transfer



9.10.2 Test Results

Test Case


1




2


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


4

Transfer ro local node


Remote Agent RV1 transfers the outbound held call to Agent V2

5

Transferred call


6



3 recs – Audio OK



9.11 Transfer of an outbound call from Local to Remote – Supervised Transfer



9.11.2 Test Results

Test Case


1




2


Agent V1 makes a network call to Remote Agent RV1 ( the outbound call is automatically put on hold )


3 Transfer


4

Transferred call


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


7

Transferred call

Remote Agent RV2 and the external party speak for at least 10 seconds before hanging-up

8



3 recs – Audio OK



9.12 Transfer of an outbound call from Remote to Local – Supervised Transfer



9.12.2 Test Results

Test Case


1

Outbound call from Remote node



2

Enquiry to local node



3 Transfer


4

Transferred call

Agent V1 and the external party speak for at least 10 seconds

5

Internal Enquiry


Agent V1 and Agent V2 speak at least 10 seconds

6 Transfer


7

Transferred call


8



3 recs – Audio OK



9.13 Transfer of an outbound call between 2 nodes – Supervised Transfer



9.13.2 Test Results

Test Case


1

Outbound call from Local node



2

Enquiry to Remote node



3 Transfer


4

Transferred call


5



Remote Agent RV1 and Agent V2 speak at least 10 seconds

6 Transfer


7

Transferred call


8



3 recs – Audio OK



9.14 3 Way Inbound Conference Call – Starting From Local to Remote


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


1




2




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



2 recs – Audio OK



9.15 3 Way Inbound Conference Call – Starting From Remote to Local


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


1

Inbound call to Remote node



1 rec (Agent RV1)

2




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



2 recs – Audio OK

Note:

Agent RV1

Enquiry call Conference

Agent V1



9.16 3 Way Outbound Conference Call – Starting From Local to Remote


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


1




2




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



2 recs – Audio OK



9.17 3 Way Outbound Conference Call – Starting From Remote to Local


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


1

Outbound call from Remote node



2




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



2 recs – Audio OK



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



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


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



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)



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


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




Security violation 1 rec -> no audio inside

Note: Cti logs

Records (no audio icon)



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


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




1 rec -> no audio Request incompatible with object

Note: Cti logs



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


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




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


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




1 rec -> no audio Outstanding request limit exceeded

Note: Cti logs



10.2 Switch Failure


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



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


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




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


In the VRS application, check the new records


The call during the reboot have no audio icon to play it.

Note:



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).



10.3 CTI Link Failure - OTS Service Failure


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



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


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



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




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.



10.4 VRS : Link Failure


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



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


1 Internal call



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




1 rec but no audio

6

New calls

Perform new calls ( internal, inbound & outbound calls )

7




Rec OK – Audio OK

Note: parameter “Max Record Silence” set to 1 minutes for this test



10.5 VoIP Logger : Link Failure


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



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


1 Internal call



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




Rec but no audio

6 New calls

Perform a new call between V1 & V2

7




Rec – Audio OK



10.6 Redundancy Tests : OXE in Spatial Redundancy


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 )



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


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


5




Record is displayed (only the info of the call) – NO AUDIO

6

New calls




7




Rec – Audio OK

8

Reconnection of CS1

Plug the CS1

The CS1 automatically shutdown

Check CS2=Main and CS1= Stby

9

New calls




10

Shutdown of CS2

Shutdown of CS2

CS1 becomes Main



11

End of calls


12




Rec – No audio

13

New calls




14




Rec – Audio OK

Note: parameter “Max Record Silence” set to 1 minutes for this test



10.7 Redundancy Tests : TSAPI Backup


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



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


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


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


7




Rec – No audio

8

New calls ( with TSAPI Backup )




9




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 )




12




Rec OK – Audio OK



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



10.8 Passive Call Server ( IP DR-Link )


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.



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


Test Case


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


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




Not Applicable



10.9 Understanding of the logs files


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


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.



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



12 Appendix A : AAPP member’s Application description

.



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.



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).



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



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.



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



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)

https://www.niceincontact.com/wfo-support

https://incontact.force.com/inContactWFO/login

mailto:[email protected]



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.



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


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



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



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.



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



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.



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

END OF DOCUMENT


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

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