ALE Application Partner Program Inter-Working Report

Transcription

1 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: 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. 08 ALE International. All rights reserved.. ALE Application Partner Program Inter-working report - Edition - page /

2 Certification overview Date of the certification ALE International representative AAPP member representative Alcatel-Lucent Communication Platform Alcatel-Lucent platforms release Sept Nov 08 Bernard MAREC Matt HAMPTON OmniPCX Enterprise OXE R. (M.40..f) TSAPI R 7.4. Partner s application release Nice Uptivity (8..) Application Category Voice recording Author(s): Reviewer(s): Bernard MAREC Rachid HIMMI Revision History Edition : creation of the document October 08 results Passed Refused Postponed Passed with restrictions Refer to the section 6 for a summary of the test results. IWR validity extension None ALE Application Partner Program Inter-working report - Edition - page /

3 AAPP Member Contact Information Contact name: Title: Address : City: Country: Matt Hampton Sr Product Manager 555 S Front St Columbus Ohio USA Phone: Fax: Mobil Web address: matt.hampton@nice.com ALE Application Partner Program Inter-working report - Edition - page /

4 TABLE OF CONTENTS INTRODUCTION... 9 VALIDITY OF THE INTERWORKING REPORT... 0 LIMITS OF THE TECHNICAL SUPPORT.... CASE OF ADDITIONAL THIRD PARTY APPLICATIONS... 4 APPLICATION INFORMATION... 5 TEST ENVIRONMENT HARDWARE CONFIGURATION SOFTWARE CONFIGURATION SUMMARY OF TEST RESULTS SUMMARY OF MAIN FUNCTIONS SUPPORTED SUMMARY OF PROBLEMS SUMMARY OF LIMITATIONS NOTES, REMARKS TEST RESULT TEMPLATE TESTS RESULTS FOR IP DR LINK RECORDING INBOUND CALLS Objectives Results INTERNAL CALLS Objectives Results OUTBOUND CALLS Objectives Results TRANSFER OF AN INBOUND CALL BLIND TRANSFER Objectives Results TRANSFER OF AN INBOUND CALL SUPERVISED TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL BLIND TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL SUPERVISED TRANSFER Objectives Results WAY INBOUND CONFERENCE CALL Objectives Results WAY INBOUND CONFERENCE CALL THE THIRD PARTY DROPS OUT FIRST Objectives Results WAY INBOUND CONFERENCE CALL THE CONFERENCER DROPS OUT FIRST & SECOND AGENT NOT RECORDED Objectives Results WAY OUTBOUND CONFERENCE CALL Objectives... ALE Application Partner Program Inter-working report - Edition - page 4/

5 8.. Results WAY OUTBOUND CONFERENCE CALL THE THIRD PARTY DROPS OUT FIRST Objectives Results WAY OUTBOUND CONFERENCE CALL THE CONFERENCER DROPS OUT FIRST & SECOND AGENT NOT RECORDED Objectives Results CONTACT CENTER : SUPERVISED CALLS : NORMAL LISTENING Objectives Results CONTACT CENTER : SUPERVISED CALLS : RESTRICTED INTRUSION Objectives Results CONTACT CENTER : SUPERVISED CALLS : INTRUSION Objectives Results CONTACT CENTER : SUPERVISED CALLS : HELP Objectives Results CONTACT CENTER : INCOMING PRIVATE CALLS Objectives Results CONTACT CENTER : OUTGOING PRIVATE CALLS Objectives Results CONTACT CENTER : AGENT WELCOME GUIDE Objectives Results : CONTACT CENTER : FREE SEATING Objectives Results : BUSINESS SETS : MULTILINE SETS Objectives Results : Record lines with the same number procedure: Record lines with several numbers procedure: Not record several lines ( inbound calls ) BUSINESS SETS : MLA FEATURE SECONDARY MLA SET ANSWERS Objectives Results : BUSINESS SETS : MLA FEATURE SWAPPING BETWEEN PRIMARY MLA LINES Objectives Results : BUSINESS SETS : MLA FEATURE SWAPPING BETWEEN PRIMARY AND SECONDARY MLA LINES Objectives Results : BUSINESS SETS : TANDEM Objectives Results : Inbound call to Main set Results : Outbound call from the Main set Results : Inbound call to Secondary set Results : Outbound call from the Secondary set BEEP GENERATION SINGLE BEEP Objectives Results : BEEP GENERATION SEVERAL BEEPS Objectives Results : COMPRESSION TYPE TESTS objectives ALE Application Partner Program Inter-working report - Edition - page 5/

6 8.9. results NETWORK IP DR LINK RECORDING TESTS SIMPLE CALLS Objectives Results TRANSFER OF AN INBOUND CALL FROM LOCAL TO REMOTE BLIND TRANSFER Objectives Results TRANSFER OF AN INBOUND CALL FROM REMOTE TO LOCAL BLIND TRANSFER Objectives Results TRANSFER OF AN INBOUND CALL BETWEEN NODES BLIND TRANSFER Objectives Results TRANSFER OF AN INBOUND CALL FROM LOCAL TO REMOTE SUPERVISED TRANSFER Objectives Results TRANSFER OF AN INBOUND CALL FROM REMOTE TO LOCAL SUPERVISED TRANSFER Objectives Results TRANSFER OF AN INBOUND CALL BETWEEN NODES SUPERVISED TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL FROM LOCAL TO REMOTE BLIND TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL FROM REMOTE TO LOCAL BLIND TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL BETWEEN NODES BLIND TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL FROM LOCAL TO REMOTE SUPERVISED TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL FROM REMOTE TO LOCAL SUPERVISED TRANSFER Objectives Results TRANSFER OF AN OUTBOUND CALL BETWEEN NODES SUPERVISED TRANSFER Objectives Results WAY INBOUND CONFERENCE CALL STARTING FROM LOCAL TO REMOTE Objectives Results WAY INBOUND CONFERENCE CALL STARTING FROM REMOTE TO LOCAL Objectives Results WAY OUTBOUND CONFERENCE CALL STARTING FROM LOCAL TO REMOTE Objectives Results WAY OUTBOUND CONFERENCE CALL STARTING FROM REMOTE TO LOCAL Objectives Results RELIABILITY TESTS : IP DR-LINK FAILURE TESTS Environment Objectives Results : Bad devices ALE Application Partner Program Inter-working report - Edition - page 6/

7 0..4 Results : Not authorized recording Results : No Recording when the parameter DR-Link on IP supported = FALSE Results : License not available Results : Max Licenses reached SWITCH FAILURE Environment Objectives Results CTI LINK FAILURE - OTS SERVICE FAILURE Environment Objectives Results VRS : LINK FAILURE Environment Objectives Results VOIP LOGGER : LINK FAILURE Environment Objectives Results REDUNDANCY TESTS : OXE IN SPATIAL REDUNDANCY Environment Objectives Results : OXE in Spatial Redundancy REDUNDANCY TESTS : TSAPI BACKUP Environment Objectives Results : TSAPI Backup PASSIVE CALL SERVER ( IP DR-LINK ) Environment Objectives Results : UNDERSTANDING OF THE LOGS FILES Objectives Results NOTIFICATIONS & ALARMS Objectives Results CTI PARAMETERS APPENDIX A : AAPP MEMBER S APPLICATION DESCRIPTION APPENDIX B: CONFIGURATION REQUIREMENTS OF THE AAPP MEMBER S APPLICATION APPENDIX C: ALCATEL-LUCENT ENTERPRISE COMMUNICATION PLATFORM: CONFIGURATION REQUIREMENTS CONFIGURATION FOR IP DR-LINK CSTA parameters Phone Facilities Categories parameter Recording IP Logger Quality of service for IP recording parameter (IP / IP Domain) IP DR-Link licenses ADDITIONAL PARAMETER FOR IP DR-LINK: APPENDIX D: AAPP MEMBER S ESCALATION PROCESS APPENDIX E: AAPP PROGRAM ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP) ENTERPRISE.ALCATEL-LUCENT.COM ALE Application Partner Program Inter-working report - Edition - page 7/

8 7 APPENDIX F: AAPP ESCALATION PROCESS INTRODUCTION ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ESCALATION IN ALL OTHER CASES TECHNICAL SUPPORT ACCESS... ALE Application Partner Program Inter-working report - Edition - page 8/

9 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 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 ( in the Application Partner Interworking Reports corner (restricted to Business Partners) - the Application Partner portal ( 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. ALE Application Partner Program Inter-working report - Edition - page 9/

10 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.0 is a major product release. a Minor Release is any x.y enumerated release. Example Product. 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 : The InterWorking report becomes automatically obsolete when the mentioned product releases are end of life. Note : 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 ALE Application Partner Program Inter-working report - Edition - page 0/

11 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 ( rd party application certified or not, request outside the scope of this IWR, etc.), please refer to Appendix F AAPP Escalation Process.. 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 ). ALE Application Partner Program Inter-working report - Edition - page /

12 4 Application information Application family : Application commercial name: Voice Recording System NICE Uptivity Application version: 8.. Interface type: TSAPI Premium Server Interface version (if relevant): 7.4. 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 ALE Application Partner Program Inter-working report - Edition - page /

13 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 PCM 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 E, T 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. ALE Application Partner Program Inter-working report - Edition - page /

14 5 environment s Configuration : Call Server ( Active ) Call Server ( Stand By ) TSAPI BACKUP TSAPI Server 7.4. NICE Uptivity (One box solution) TSAPI Server 7.4. is embedded on the Voice Recorder system TSAPI X Mask : X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS TDM Set TDM Set IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 4/

15 5. Hardware configuration List main hardware equipments used for testing OmniPCX Entreprise: Appliance servers, T and PCM interfaces, UA and Z interfaces, IP phones, Digital & analog sets o CS (Call Server Processing Unit) o GD o GA o PCM ( MG IVR-Z0 ) o PRA T (ISDN Access) o MIX /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 : V, V, V 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 : RV, RV, RV 5. Software configuration List main softwares used for testing Alcatel Communication Platform: OmniPCX Enterprise R. M.40..f TSAPI Premium Server : 7.4. Server on which TSAPI is installed : Windows Server 008 R Standard SP (64-bit) Partner Application : Nice Uptivity Web 8.., this contains the GUI for all the settings you see in the web portal. CTI (8.99.0) CTI component version: ALE Application Partner Program Inter-working report - Edition - page 5/

16 TSAPI Server version: csta.dll version: ALE Application Partner Program Inter-working report - Edition - page 6/

17 IP DR-Link Recording Networking IP DRLink Sampling Total 6 Summary of test results 6. Summary of main functions supported Features Comments Basic calls: Inbound calls Outbound Calls Internal calls Transfer Way Conference Call Contact Center : Supervised Calls Private incoming calls Private outgoing calls Free seating Business sets : Multi lines set MLA sets Tandem Beep generation Outbound call from the Secondary set not recorded Codec G7 is not supported Reliability Basic failure OXE failure CTI link failure Redundancy s Spatial redundancy of the OXE TSAPI backup Partially OK see summary of limitations Partially OK see summary of limitations Partially OK see summary of limitations Partially OK see summary of limitations ALE Application Partner Program Inter-working report - Edition - page 7/

18 Passive Call Server Not applicable 6. 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. Summary of limitations Business Sets : Tandem Outbound call from the Secondary set no record Compression type tests G7 is not supported Reliability tests Switch Failure, OTS Service Failure, VRS link Failue, Redundancy s, 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 calls Business Sets : MLA Feature - swapping between Primary MLA lines The calls are recorded in the same record. Relaibility tests Failure s =>Info of record are displayed, but no audio in the record. ALE Application Partner Program Inter-working report - Edition - page 8/

19 7 Result Template The results are presented as indicated in the example below: case Action Expected result 4 case Action Expected result case Action Expected result case 4 Action Expected result The application waits for PBX timer or phone set hangs up Relevant only if the CTI interface is a direct CSTA link No indication, no error message : 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. : 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. ALE Application Partner Program Inter-working report - Edition - page 9/

20 8 s Results for IP DR Link Recording 8. Inbound calls 8.. 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.. Results Inbound call Make a PSTN inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds before hanging-up. New inbound call Make an inbound call to Agent 40 ( call is routed through pilot 0 distribution ). Agent 40 answers the call and speaks for at least 0 seconds before hanging-up. In the VRS application, playback the above conversations rec rec Audio OK Note: Zdpost d 400 grep Csta CstaRecording : IP recording ALE Application Partner Program Inter-working report - Edition - page 0/

21 Call Direction info =? o Correction added => Call Direction = I d enregistrement avec poste IP Phone 808 CstaRecording : IP recording rec, audio OK d enregistrement avec poste IP Phone 808s CstaRecording : IP recording rec, audio OK d enregistrement avec poste IP Phone 8078s CstaRecording : IP recording rec, audio OK d enregistrement avec poste IP Phone 8068 CstaRecording : IP recording rec, audio OK ALE Application Partner Program Inter-working report - Edition - page /

22 8. Internal calls 8.. Objectives This test checks that VRS is able to record internal calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call. 8.. Results Internal call Make an internal call from Agent V to Agent V recs Agent V answers the call and speaks for at least 0 seconds before hanging-up. New internal call Make an internal call from Agent V to Agent V ( call is routed through pilot distribution ). recs Agent V answers the call and speaks for at least 0 seconds before hanging-up. In the VRS application, check the records Audio OK Note: Call Direction => see screenshot o Correction added ALE Application Partner Program Inter-working report - Edition - page /

23 8. Outbound calls 8.. Objectives This test checks that VRS is able to record outbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call. 8.. Results Outbound call Make a PSTN outbound call from Agent V The external party answers the call and speaks for at least 0 seconds before hanging-up. rec Call Direction = O In the VRS application, check the records Audio OK ALE Application Partner Program Inter-working report - Edition - page /

24 8.4 Transfer of an inbound call Blind Transfer 8.4. Objectives This test checks that VRS is able to record blind transferred calls for inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results 4 Inbound call Make an inbound call to Agent 400 rec Agent 400 answers the call and speaks for at least 0 seconds. Enquiry and transfer Agent 400 makes an internal call to Agent 40 ( the inbound call is automatically put on hold ) Agent 400 transfers the inbound held call to Agent 40 Transferred call Agent 40 answers the call and speaks for at rec least 0 seconds before hanging-up In the VRS application, check the records recs, Audio OK ALE Application Partner Program Inter-working report - Edition - page 4/

25 8.5 Transfer of an inbound call Supervised Transfer 8.5. Objectives This test checks that VRS is able to record supervised transferred calls for inbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results 4 5 Inbound call Make an inbound call to Agent 400 rec (400) Agent V answers the call and speaks for at least 0 seconds. Enquiry call Agent 400 makes an internal call to Agent 40 ( the inbound call is automatically put on hold ) Agent 400 and Agent 40 are in conversation Transfer Agent 400 transfers the inbound held call to Agent 40 Transferred call Agent 40 and the external party speak at least during 0 seconds before hanging-up In the VRS application, check the records Audio OK Rec (400) continues until the transfer to 40 rec (40) Rec (40) continues until 40 hangs up. Note: rec (400) rec (40) Enquiry call (400 40) 400 transfers the call 4 ALE Application Partner Program Inter-working report - Edition - page 5/

26 8.6 Transfer of an outbound call Blind Transfer 8.6. Objectives This test checks that VRS is able to record blind transferred calls for outbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results 4 Outbound call Make an outbound call from Agent V rec (Agent V) The external party answers the call and speaks for at least 0 seconds. Enquiry and transfer Agent V makes an internal call to Agent V ( the outbound call is automatically put on hold ) Agent V transfers the outbound held call to Agent V Transferred call Agent V answers the call and speaks for at least rec (Agent V) 0 seconds before hanging-up In the VRS application, check the records Audio OK Note: Call Direction for Agent V is O => means Outgoing But Call Direction for Agent V is? ALE Application Partner Program Inter-working report - Edition - page 6/

27 8.7 Transfer of an outbound call Supervised Transfer 8.7. Objectives This test checks that VRS is able to record supervised transferred calls for outbound calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results 4 5 Outbound call Make an outbound call from Agent V The external party answers the call and speaks for at least 0 seconds. Enquiry call Agent V makes an internal call to Agent V ( the outbound call is automatically put on hold ) Agent V and Agent V are in conversation Transfer Agent V transfers the outbound held call to Agent V Transferred call Agent V and the external party speak at least during 0 seconds before hanging-up In the VRS application, check the records Audio OK rec (Agent V) Rec Agent V continues rec (Agent V) Rec Agent V continues ALE Application Partner Program Inter-working report - Edition - page 7/

28 8.8 Way Inbound Conference Call 8.8. Objectives This test checks that VRS is able to record conference calls for inbound calls. In addition, the calldetails 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 Results Inbound call Make an inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds. Enquiry call Agent V makes an internal call to Agent V ( the inbound call is automatically put on hold ) Agent V and Agent V are in conversation Conference Agent V conferences the inbound held call with Agent V Conferenced call Agent V & V and the external party speak at least during 0 seconds The conferencer drops out Agent V hangs up Agent V and the external party speak at least during 0 seconds before hanging up rec (Agnet V) Rec (Agent V) continues rec (Agent V) Rec (Agent v) continues In the VRS application, check the records Audio OK End of the rec (Agent V) Rec (Agent v) continues until Agent V hangs up Note: ALE Application Partner Program Inter-working report - Edition - page 8/

29 8.9 Way Inbound Conference Call The third party drops out first 8.9. Objectives This test checks that VRS is able to record conference calls for inbound calls. In addition, the calldetails 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 Results Note: Inbound call Make an inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds. Enquiry call Agent V makes an internal call to Agent V ( the inbound call is automatically put on hold ) Agent V and Agent V are in conversation Conference Agent V conferences the inbound held call with Agent V Conferenced call Agent V & V and the external party speak at least during 0 seconds The third party drops out Agent V hangs up Agent V and the external party speak at least during 0 seconds before hanging up In the VRS application, check the records Rec (Agent V) Rec (Agent V) continues Rec (Agent V) Rec (Agent V) continues Rec (Agent V) continues Rec (Agent V) continues after Agent V hangs up. recs Audio OK Agent V makes the conference Agent V Agent V Enquiry call Conf 4 Agent V hangs up ALE Application Partner Program Inter-working report - Edition - page 9/

30 8.0 Way Inbound Conference Call The conferencer drops out first & second agent not recorded 8.0. Objectives This test checks that VRS is able to record conference calls for inbound calls. In addition, the calldetails 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 Results Agent B not monitored Check that the agent V is not monitored Inbound call Make an inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds. Enquiry call Agent V makes an internal call to Agent V ( the inbound call is automatically put on hold ) Agent V and Agent V are in conversation Conference Agent V conferences the inbound held call with Agent V Conferenced call Agent V & V and the external party speak at least during 0 seconds The conferencer drops out Agent V hangs up Agent V and the external party speak at least during 0 seconds before hanging up In the VRS application, check the records Audio OK rec (Agent V) Rec (Agent V) continues) Rec (Agent V) continues Rec is stopped after Agent V hangs up ALE Application Partner Program Inter-working report - Edition - page 0/

31 8. Way Outbound Conference Call 8.. Objectives This test checks that VRS is able to record conference calls for outbound calls. In addition, the calldetails 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.. Results Outbound call Make an outbound call from Agent V The external party answers the call and speaks for at least 0 seconds. Enquiry call Agent V makes an internal call to Agent V ( the outbound call is automatically put on hold ) Agent V and Agent V are in conversation Conference Agent V conferences the outbound held call with Agent V Conferenced call Agent V & V and the external party speak at least during 0 seconds The conferencer drops out Agent V hangs up Agent V and the external party speak at least during 0 seconds before hanging up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page /

32 8. Way Outbound Conference Call The third party drops out first 8.. Objectives This test checks that VRS is able to record conference calls for outbound calls. In addition, the calldetails 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.. Results Outbound call Make an outbound call to Agent V Agent V answers the call and speaks for at least 0 seconds. Enquiry call Agent V makes an internal call to Agent V ( the outbound call is automatically put on hold ) Agent V and Agent V are in conversation Conference Agent V conferences the outbound held call with Agent V Conferenced call Agent V & V and the external party speak at least during 0 seconds The third party drops out Agent V hangs up Agent V and the external party speak at least during 0 seconds before hanging up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page /

33 8. Way Outbound Conference Call The conferencer drops out first & second agent not recorded 8.. Objectives This test checks that VRS is able to record conference calls for outbound calls. In addition, the calldetails 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.. Results Agent B not monitored Check that the agent V is not monitored Outbound call Make an outbound call to Agent V Agent V answers the call and speaks for at least 0 seconds. Enquiry call Agent V makes an internal call to Agent V ( the outbound call is automatically put on hold ) Agent V and Agent V are in conversation Conference Agent V conferences the outbound held call with Agent V Conferenced call Agent V & V and the external party speak at least during 0 seconds The conferencer drops out Agent V hangs up Agent V and the external party speak at least during 0 seconds before hanging up In the VRS application, check the records rec. Audio OK ALE Application Partner Program Inter-working report - Edition - page /

34 8.4 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 ( 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 Objectives This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results Normal listening A supervisor (40) makes normal listening on Agent V in permanent mode. Inbound call Make an inbound call to Agent V ( call is routed through a distribution pilot ). Agent V answers the call Agent V and the external caller speak during at least 0 second before hanging up Check the Agent s record in the VRS In the VRS application, check the records Note: First test => There is no record for the supervisor (in listening mode). zdpost d 40 grep Csta CstaRecording : NO recording After correction: rec for the Agent Audio OK rec for the Supervisor Audio OK ALE Application Partner Program Inter-working report - Edition - page 4/

35 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. ALE Application Partner Program Inter-working report - Edition - page 5/

36 8.5 Contact Center : Supervised Calls : restricted intrusion 8.5. Objectives This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results 4 Inbound call Make an inbound call to Agent V ( call is routed through a distribution pilot ). Agent V answers the call Agent V and the external caller speak during at least 0 second Restricted intrusion A supervisor makes restricted intrusion on the agent V during the conversation End of Agent s call The Agent V releases the call In the VRS application, check the records rec for the Agent Audio OK 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 ALE Application Partner Program Inter-working report - Edition - page 6/

37 8.6 Contact Center : Supervised Calls : intrusion 8.6. Objectives This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results 4 5 Inbound call Make an inbound call to Agent V ( call is routed through a distribution pilot ). Agent V answers the call Agent V and the external caller speak during at least 0 second Intrusion A supervisor makes intrusion on the agent V during the conversation End of Agent s call The Agent V releases the call The supervisor is still on call with the external party End of Supervisor s call The Supervisor releases the call In the VRS application, check the records Note: After correction => behaviour is OK StopIPRecording for the Agent when the Agent left the call. Supervisor is still recorded StopIPRecording for the Supervisor rec for the Agent Audio OK rec for the Supervisor Audio OK ALE Application Partner Program Inter-working report - Edition - page 7/

38 8.7 Contact Center : Supervised Calls : help 8.7. Objectives This test checks that VRS is able to record supervised calls. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Results 4 5 Inbound call Make an inbound call to Agent V ( call is routed through a distribution pilot ). Agent V answers the call Agent V and the external caller speak during at least 0 second Help The agent presses help Restrictive intrusion of the supervisor The supervisor makes now a restrictive intrusion during the conversation of the agent V End of Agent s call The Agent V releases the call In the VRS application, check the records StartIPRecording for the Agent StartIPRecording for the Supervisor as soon as Restrictive key is pressed on the supervisor phone set rec for the Agent Audio OK rec for the Supervisor Audio OK Note: Event conferenced when the intrusion is presses from the supervisor after the help request (by the agent). The record of the supervisor should be started by this conferenced event. First test: rec for the Agent Audio OK No rec for the Supervisor (selected the intrusion mode) After correction: rec for the Agent Audio OK Agent hangs up rec for the Supervisor Audio OK Agent Supervisor Agent makes the Help. Supervisor restrictive key ALE Application Partner Program Inter-working report - Edition - page 8/

39 8.8 Contact Center : Incoming Private Calls 8.8. Objectives This test checks that VRS is able to selectively not record incoming private calls. Note: To manage private incoming calls, set the parameter: Application / CCD / CCD users / agent xxxx / Private agent number 8.8. Results Inbound call Make an inbound call to the private Agent s Private agent number extension V. is 0 during the Agent V answers the call test. Agent V and the external caller speak during at least 0 second In the VRS application, check there is no record rec Audio OK Note: Rule to not record the private incoming call (number: 0) ALE Application Partner Program Inter-working report - Edition - page 9/

40 8.9 Contact Center : Outgoing Private Calls The aim of these test is to not record private calls from the agent. To manage private outgoing calls, set the parameters: Application / CCD / Processing Group / Outgoing ACD call = False Note : in withdraw state, the agent makes automatically outgoing private call when he makes outbound calls. Note : The AGENT BUSY CSTA event ( after the ESTABLISHED event ) is not present for a private outgoing call 8.9. Objectives This test checks that VRS is able to selectively not record outgoing private calls Results Agent s state Check that the agent V is in idle state Outbound call Make an outbound call from the Agent V The external party answers the call Agent V and the external caller speak during at least 0 second In the VRS application, check there is no record Note: Correction => add a parameter to select of the Outgoing private call is recorded or not. recordprivateoutgoin gacdcalls = false No record for the agent because the parameter is set to false. ALE Application Partner Program Inter-working report - Edition - page 40/

41 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 ALE Application Partner Program Inter-working report - Edition - page 4/

42 8.0 Contact Center : Agent Welcome guide 8.0. Objectives This test is intended to see the behaviour of the Voice Recording System when there is an inbound call to an agent ( from a pilot distribution ) which has an agent welcome guide. In addition, the calldetails 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: - 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 ( GPA 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 = - 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 8.0. Results : Management of an agent presentation guide Agent welcome guide: 4500 Inbound call Make an inbound call to the agent V ( from a pilot distribution ) The agent V answers the inbound call The agent V & the external party speak for at least 0 seconds before hanging up. Check the record in the VRS In the VRS application, check the record 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 ALE Application Partner Program Inter-working report - Edition - page 4/

43 ALE Application Partner Program Inter-working report - Edition - page 4/

44 8. Contact Center : Free Seating 8.. Objectives This test checks that VRS is able to take into account free seating system. The agents will log on several stations and the system should be able to selectively recording calls. In addition, the calldetails 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.. Results : Agent V on proacd P Login the agent V on the proacd P Make an inbound call to the agent V ( from a pilot distribution ) Logout the agent V Agent V on proacd P Login the agent V on the proacd P Make an inbound call to the agent V ( from a pilot distribution ) Logout the agent V In the VRS application, check the records rec Audio OK rec Audio OK ALE Application Partner Program Inter-working report - Edition - page 44/

45 8. Business Sets : Multiline sets 8.. Objectives This test checks that VRS is able to record several calls on the same set. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call. Note: Several scenarios are possible according to the type of multi-line configuration: * The multi line set has several lines on the same number * The multi line set has several lines with several numbers 8.. Results : Record lines with the same number 4 5 Several lines with the same number Create multiline keys with the same number ( the number = the phone set M ) Inbound call : st call Make an inbound call to the st multiline key M answers the call M and the external caller speak during at least 0 seconds New Inbound call : nd call Make an inbound call to the nd multiline key M puts on Hold the st call M answers the nd call M and the external caller speak during at least 0 seconds M hangs up the nd call Retrieve the st call M retrieves the st call on the st multiline key M and the external party speak during at least 0 seconds M hangs up the call In the VRS application, check the records rec 000 (line ) Rec (000) continues (line ) Rec 000 (line) rec Audio OK Note: First test: no record of the call on the second line. => Correction installed => issue is solved. No audio in this part Delivered Established StartIPRecording Held Queued Established ConnectionCleared ALE Application Partner Program Inter-working report - Edition - page 45/

46 Held Retrieved ConnectionCleared StopIPRecording Correction added. Step = > line Step = > line Step 4 = > line ALE Application Partner Program Inter-working report - Edition - page 46/

47 8.. procedure: Record lines with several numbers 4 5 Several lines with several numbers Create multiline keys with numbers (numbers are different from the phone set number) Inbound call : st call Make an inbound call to the st multiline key M answers the call M and the external caller speak during at least 0 seconds Inbound call : nd call M puts on Hold the st call Make an inbound call to the nd multiline key The external caller answers the call M and the external caller speak during at least 0 seconds M hangs up the nd call Retrieve the st call M retrieves the st call on the st multiline key M and the external party speak during at least 0 seconds M hangs up the call In the VRS application, check the records Note: the call on the second line is not recorded => Correction installed => issue is solved and record at step is OK. But when we check the recording from the interface, as only rec is displayed, we have no the view about the call to the 4. The Called is. st Multiline nd Multiline 4 rec The calls are recorded in the same record. Audio OK rec: Audio (step ) no audio during the time of step Audio (step 4) ALE Application Partner Program Inter-working report - Edition - page 47/

48 Correction added. (Audio during the step is now recorded) Remark: There is one record which includes the calls (call to and call to 4). The Number Called DNIS is. ALE Application Partner Program Inter-working report - Edition - page 48/

49 8..4 procedure: Not record several lines ( inbound calls ) 4 Several lines with several numbers Create multiline keys with numbers (numbers are different from the phone set number) Rule to not record these lines Create a rule in the VRS to not record these numbers Inbound call : st call Make an inbound call to the st multiline key M answers the call M and the external caller speak during at least 0 seconds Inbound call : nd call Make an inbound call to the nd multiline key M answers the call M and the external caller speak during at least 0 seconds M hangs up the nd call Record 00, and 4 But Not record 5 Not record 5 Called number is 4 Called number is 5 = > no rec due to the rule activated 5 6 Note : Retrieve the st call M retrieves the st call on the st multiline key M and the external party speak during at least 0 seconds M hangs up the call In the VRS application, check the records rec (line 4) Audio OK No rec (line 5) ALE Application Partner Program Inter-working report - Edition - page 49/

50 8. Business Sets : MLA Feature secondary MLA set answers 8.. Objectives This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call Note : A business set must have a multiline key before the creation of a MLA key 8.. Results : Primary MLA key on set M Create a Primary MLA key ( with Number ) on the phone set M Secondary MLA key on set N Create a Secondary MLA key ( with Number ) on the phone set N Inbound call Make an inbound call to the MLA number 600 N answers the call on the Secondary MLA key ( Number 600 ) N and the external caller speak during at least 0 seconds On hold N puts on Hold the st call Retrieve the call on set M M retrieves the call on the Primary MLA key ( number 600 ) M and the external party speak during at least 0 seconds M hangs up the call In the VRS application, check the records First test: No record for the call answers on the secondary MLA. Correction: rec Audio OK rec (set M) After correction: recs Audio OK Note: DELIVERED event (set M, DIVERTED event (set M to set N) and then ESTABLISHED event (set N). Primary MLA key Number 600 Secondary MLA key Number 600 Set M Set N ALE Application Partner Program Inter-working report - Edition - page 50/

51 8.4 Business Sets : MLA Feature swapping between Primary MLA lines 8.4. Objectives This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call 8.4. Results : 4 5 Primary MLA key on set M Create a Primary MLA key ( with Number 600 ) on the phone set M Create a Primary MLA key ( with Number 60 ) on the phone set M Inbound call Make an inbound call to the MLA number 600 M answers the call on the Primary MLA key ( Number 600 ) M and the external caller speak during at least 0 seconds New Inbound call Make an inbound call to the MLA number 60 M puts on hold the st call M answers the nd call on the Primary MLA key ( Number 60 ) M and the external caller speak during at least 0 seconds M hangs up Retrieve the st call M retrieves the call on the Primary MLA key ( Number 600 ) M and the external party speak during at least 0 seconds M hangs up the call In the VRS application, check the records rec Rec (Step ) continues Rec continues Note: Only one record for which the called number is 600. So no info about the call to 60 (step ). For audio point, it is OK and recorded in the continuation of the record started for the call 600. rec Audio OK The calls are recorded in the same record. ALE Application Partner Program Inter-working report - Edition - page 5/

52 ALE Application Partner Program Inter-working report - Edition - page 5/

53 8.5 Business Sets : MLA Feature swapping between Primary and Secondary MLA lines 8.5. Objectives This test checks that VRS is able to record calls with MLA keys. In addition, the call-details retrieved from the CSTA link should be inserted to the VRS calls database. Then, using the Query application, it should be possible to playback the audio of this call 8.5. Results : Primary MLA key on set M Create a Primary MLA key ( with Number 600 ) on the phone set M MLA key on set N Create a Secondary MLA key ( with Number 600 ) on the phone set N Create a Primary MLA key ( with Number 60 ) on the phone set N Inbound call Make an inbound call to the MLA number 600 N answers the call on the Secondary MLA key ( Number 600 ) N and the external caller speak during at least 0 seconds New Inbound call Make an inbound call to the MLA number 60 N puts on hold the st call N answers the nd call on the Primary MLA key ( Number 60 ) N and the external caller speak during at least 0 seconds N hangs up Retrieve the st call N retrieves the call on the Primary MLA key ( Number 600 ) N and the external party speak during at least 0 seconds N hangs up the call In the VRS application, check the records Note: only one record, no info about the call to 60, the called number is 600. Primary MLA key Number 600 Set N Primary MLA key Number 60 rec Rec continues Rec continues rec Audio OK Secondary MLA key Number 600 Set M ALE Application Partner Program Inter-working report - Edition - page 5/

54 8.6 Business Sets : Tandem 8.6. Objectives This test checks that VRS is able to record calls with business sets in tandem. In addition, the calldetails 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 :. In the Main & secondary sets, create multiline keys. For the Main set, mgr --> users : a. Tandem directory Number = number of the secondary tandem user b. Main set in the tandem = YES Main Secondary 8.6. Results : Inbound call to Main set Management of the tandem Create Multiline keys on the main & the secondary tandem user Manage the tandem 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 0 seconds before hanging up Check the record in the VRS In the VRS application, check the record rec Audio OK 8.6. Results : Outbound call from the Main set Management of the tandem Create Multiline keys on the main & the secondary tandem user Manage the tandem Outbound call Make an outbound call from the main set The external caller answers the call The main set and the external caller speak during at least 0 seconds before hanging up Check the record in the VRS In the VRS application, check the record rec Audio OK ALE Application Partner Program Inter-working report - Edition - page 54/

55 8.6.4 Results : Inbound call to Secondary set Management of the tandem Create Multiline keys on the main & the secondary tandem user Manage the tandem 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 0 seconds before hanging up Check the record in the VRS In the VRS application, check the record rec Audio OK Note: First test => no record for the secondary set Correction added: rec for the secondary set Results : Outbound call from the Secondary set Management of the tandem Create Multiline keys on the main & the secondary tandem user Manage the tandem Outbound call Make an outbound call from the secondary set The external caller answers the call The secondary set and the external caller speak during at least 0 seconds before hanging up Check the record in the VRS In the VRS application, check the record No rec Remark : For this test, the CSTA OXE provides the Calling Device ID in the Originated Event ( and not in the Established event ). So to realize this test, the voice recorder system has to : - In the Established event, take the Calling Device : Device ID : X - In the Originated event : if the ( Calling Device : Device ID : Y ) ( Calling Device : Device ID : X ) voice recorder has to send the request start IP recording ( Device_ID = Y ) then the ALE Application Partner Program Inter-working report - Edition - page 55/

56 8.7 Beep Generation Single Beep 8.7. Objectives This test checks that VRS supports the generation of a single beep Results : Creation of a single beep Manage a single beep in the VRS Call Make a call including a recorded device 4 Beep generation Send a single beep In the VRS application, check the records Note: one beep is heard in the record. In the file cc_cticore.ini: enablebeep = T pausduration=0 beepduartion=0 tone= rec Audio OK 8.8 Beep Generation Several Beeps 8.8. Objectives This test checks that VRS supports the generation of several beeps Results : Creation of the generation of several beeps Manage the generation of several beeps in the VRS Call Make a call including a recorded device 4 Beeps generation Send several beeps In the VRS application, check the records Note: beep is heard in the record (every minute according to the management). In the file cc_cticore.ini: enablebeep = T pausduration=60 beepduration=0 tone= rec audio OK ALE Application Partner Program Inter-working report - Edition - page 56/

57 8.9 Compression type tests codecs can be managed on the OXE: G7, G79, G7 Specific configuration on the PBX: Check the compression type on the system parameter o System/Other System Param./Compression Parameters Compression Type: G79 (or G7) 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 objectives This test checks that VRS is able to record in different codecs (G7, G79 or G7) results 4 5 G7 G7 G79 G7 Make a call in G7 Make a call in G7 Make a call in G79 Make a call in G7 In the VRS application, check the records rec Audio OK Not supported rec Audio OK rec Audio OK Note: No audio for the G7 ALE Application Partner Program Inter-working report - Edition - page 57/

58 9 Network IP DR Link Recording s The following test cases intend to record calls over the WAN ( Network OXE in full IP ). 9. Simple calls 9.. Objectives This test checks that VRS is able to record simple calls through ABC-F link. In addition, the calldetails 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.. Results Network call : OXE --> OXE Make a call from Agent 400 to Remote Agent 6400 recs Rec Agent 400 Remote Agent 6400 answers the call and speaks for at least 0 seconds before hanging-up. Rec Agent 6400 Network call : OXE --> OXE Make a call from Remote Agent RV to local Agent V recs Agent V answers the call and speaks for at least 0 seconds before hanging-up. In the VRS application, check the records Audio OK Note: ALE Application Partner Program Inter-working report - Edition - page 58/

59 9. Transfer of an inbound call from Local to Remote Blind transfer 9.. Objectives This test checks that VRS is able to record transfer inbound calls through ABC-F 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.. Results Inbound call to local node Make an inbound call to Agent V rec Agent V Agent V answers the call and speaks for at least 0 seconds Enquiry and transfer to remote node Agent V makes a network call to Remote Agent RV ( the inbound call is automatically put on hold ) Agent RV transfers the inbound held call to Remote Agent RV Transferred call Remote Agent RV answers the call and speaks rec Agent RV for at least 0 seconds Internal transfer Remote Agent RV makes an internal call to Remote Agent RV ( the inbound call is automatically put on hold ) Remote Agent RV transfers the inbound held call to Remote Agent RV Transferred call Remote Agent RV answers the call and speaks rec Agent RV for at least 0 seconds before hanging-up In the VRS application, check the records Audio OK ALE Application Partner Program Inter-working report - Edition - page 59/

60 9. Transfer of an inbound call from Remote to Local Blind transfer 9.. Objectives This test checks that VRS is able to record transfer inbound calls through ABC-F 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.. Results Inbound call to remote node Make an inbound call to Remote Agent RV Remote Agent RV answers the call and speaks for at least 0 seconds Enquiry and transfer to local node Remote Agent RV makes a network call to Agent V ( the inbound call is automatically put on hold ) Remote Agent RV transfers the inbound held call to Agent V Transferred call Agent V answers the call and speaks for at least 0 seconds Internal transfer Agent V makes an internal call to Agent V ( the inbound call is automatically put on hold ) Agent V transfers the inbound held call to Agent V Transferred call Agent V answers the call and speaks for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 60/

61 9.4 Transfer of an inbound call between nodes Blind transfer 9.4. Objectives This test checks that VRS is able to record transfer inbound calls through ABC-F 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 Results Inbound call to local node Make an inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds Enquiry and transfer to remote node Agent V makes a network call to Remote Agent RV ( the inbound call is automatically put on hold ) Agent V transfers the inbound held call to Remote Agent RV Transferred call Remote Agent RV answers the call and speaks for at least 0 seconds Transfer to local node Remote Agent RV makes a network call to Agent V ( the inbound call is automatically put on hold ) Remote Agent RV transfers the inbound held call to Agent V Transferred call Agent V answers the call and speaks for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 6/

62 9.5 Transfer of an inbound call from Local to Remote Supervised Transfer 9.5. Objectives This test checks that VRS is able to record transfer inbound calls through ABC-F 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 Results Inbound call to local node Make an inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds Enquiry to remote node Agent V makes a network call to Remote Agent RV ( the inbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Transfer Agent V transfers the enquiry call Transferred call Remote Agent RV and the external party speak for at least 0 seconds Internal Enquiry Remote Agent RV makes an internal call to Remote Agent RV ( the inbound call is automatically put on hold ) Remote Agent RV and Remote Agent RV speak at least 0 seconds Transfer Remote Agent RV transfers the enquiry call rec (Agent V) Rec (Agent V) continues until the transfer rec (Agent RV) Rec (Agent RV) continues Rec (Agent RV) continues until the transfer rec (Agent RV) Transferred call Rec (Agent RV) Remote Agent RV and the external party speak continues for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK Note: Agent V Agent RV Agent RV Enquiry call Agent V transfers the call Enquiry call Agent RV transfers the call Agent RV hangs up ALE Application Partner Program Inter-working report - Edition - page 6/

63 ALE Application Partner Program Inter-working report - Edition - page 6/

64 9.6 Transfer of an inbound call from Remote to Local Supervised Transfer 9.6. Objectives This test checks that VRS is able to record transfer inbound calls through ABC-F 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 Results Inbound call to Remote node Make an inbound call to Remote Agent RV Remote Agent RV answers the call and speaks for at least 0 seconds Enquiry to local node Remote Agent RV makes a network call to Agent V ( the inbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Transfer Remote Agent RV transfers the enquiry call Transferred call Agent V and the external party speak for at least 0 seconds Internal Enquiry Agent V makes an internal call to Agent V ( the inbound call is automatically put on hold ) Agent V and Agent V speak at least 0 seconds Transfer Agent V transfers the enquiry call Transferred call Agent V and the external party speak for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 64/

65 9.7 Transfer of an inbound call between nodes Supervised Transfer 9.7. Objectives This test checks that VRS is able to record transfer inbound calls through ABC-F 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 Results Inbound call to Local node Make an inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds Enquiry to Remote node Agent V makes a network call to Remote Agent RV ( the inbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Transfer Agent V transfers the enquiry call Transferred call Remote Agent RV and the external party speak for at least 0 seconds Enquiry to Local node Remote Agent RV makes a network call to Agent V ( the inbound call is automatically put on hold ) Remote Agent RV and Agent V speak at least 0 seconds Transfer Remote Agent RV transfers the enquiry call Transferred call Agent V and the external party speak for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 65/

66 9.8 Transfer of an outbound call from Local to Remote Blind transfer 9.8. Objectives This test checks that VRS is able to record transfer outbound calls through ABC-F 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 Results Outbound call from local node Make an outbound call from Agent V External caller answers the call and speaks for at least 0 seconds Enquiry and transfer to remote node Agent V makes a network call to Remote Agent RV ( the outbound call is automatically put on hold ) Agent RV transfers the outbound held call to Remote Agent RV Transferred call Remote Agent RV answers the call and speaks for at least 0 seconds Internal transfer Remote Agent RV makes an internal call to Remote Agent RV ( the outbound call is automatically put on hold ) Remote Agent RV transfers the outbound held call to Remote Agent RV Transferred call Remote Agent RV answers the call and speaks for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK Note: ALE Application Partner Program Inter-working report - Edition - page 66/

67 9.9 Transfer of an outbound call from Remote to Local Blind transfer 9.9. Objectives This test checks that VRS is able to record transfer outbound calls through ABC-F 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 Results Outbound call from remote node Make an outbound call from Remote Agent RV External caller answers the call and speaks for at least 0 seconds Enquiry and transfer to local node Remote Agent RV makes a network call to Agent V ( the outbound call is automatically put on hold ) Remote Agent RV transfers the outbound held call to Agent V Transferred call Agent V answers the call and speaks for at least 0 seconds Internal transfer Agent V makes an internal call to Agent V ( the outbound call is automatically put on hold ) Agent V transfers the outbound held call to Agent V Transferred call Agent V answers the call and speaks for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 67/

68 9.0 Transfer of an outbound call between nodes Blind transfer 9.0. Objectives This test checks that VRS is able to record transfer outbound calls through ABC-F 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 Results Outbound call from local node Make an outbound call from Agent V External caller answers the call and speaks for at least 0 seconds Enquiry and transfer to remote node Agent V makes a network call to Remote Agent RV( the outbound call is automatically put on hold ) Agent V transfers the outbound held call to Remote Agent RV Transferred call Remote Agent RV answers the call and speaks for at least 0 seconds Transfer ro local node Remote Agent RV makes a network call to Agent V ( the outbound call is automatically put on hold ) Remote Agent RV transfers the outbound held call to Agent V Transferred call Agent V answers the call and speaks for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 68/

69 9. Transfer of an outbound call from Local to Remote Supervised Transfer 9.. Objectives This test checks that VRS is able to record transfer outbound calls through ABC-F 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.. Results Outbound call from local node Make an outbound call from Agent V External caller answers the call and speaks for at least 0 seconds Enquiry to remote node Agent V makes a network call to Remote Agent RV ( the outbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Transfer Agent V transfers the enquiry call Transferred call Remote Agent RV and the external party speak for at least 0 seconds Internal Enquiry Remote Agent RV makes an internal call to Remote Agent RV ( the outbound call is automatically put on hold ) Remote Agent RV and Remote Agent RV speak at least 0 seconds Transfer Remote Agent RV transfers the enquiry call Transferred call Remote Agent RV and the external party speak for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 69/

70 9. Transfer of an outbound call from Remote to Local Supervised Transfer 9.. Objectives This test checks that VRS is able to record transfer outbound calls through ABC-F 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.. Results Outbound call from Remote node Make an outbound call from Remote Agent RV External caller answers the call and speaks for at least 0 seconds Enquiry to local node Remote Agent RV makes a network call to Agent V ( the outbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Transfer Remote Agent RV transfers the enquiry call Transferred call Agent V and the external party speak for at least 0 seconds Internal Enquiry Agent V makes an internal call to Agent V ( the outbound call is automatically put on hold ) Agent V and Agent V speak at least 0 seconds Transfer Agent V transfers the enquiry call Transferred call Agent V and the external party speak for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 70/

71 9. Transfer of an outbound call between nodes Supervised Transfer 9.. Objectives This test checks that VRS is able to record transfer outbound calls through ABC-F 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.. Results Outbound call from Local node Make an outbound call from Agent V External caller answers the call and speaks for at least 0 seconds Enquiry to Remote node Agent V makes a network call to Remote Agent RV ( the outbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Transfer Agent V transfers the enquiry call Transferred call Remote Agent RV and the external party speak for at least 0 seconds Enquiry to Local node Remote Agent RV makes a network call to Agent V ( the outbound call is automatically put on hold ) Remote Agent RV and Agent V speak at least 0 seconds Transfer Remote Agent RV transfers the enquiry call Transferred call Agent V and the external party speak for at least 0 seconds before hanging-up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 7/

72 9.4 Way Inbound Conference Call Starting From Local to Remote 9.4. Objectives This test checks that VRS is able to record inbound conference calls through ABC-F 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 Results 4 Inbound call to local node Make an inbound call to Agent V Agent V answers the call and speaks for at least 0 seconds Enquiry to remote node Agent V makes a network call to Remote Agent RV ( the inbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Conference Agent V presses the conference button Agent V, Remote Agent RV and the external party speak for at least 0 seconds before Agent V hangs up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 7/

73 9.5 Way Inbound Conference Call Starting From Remote to Local 9.5. Objectives This test checks that VRS is able to record inbound conference calls through ABC-F 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 Results 4 Inbound call to Remote node Make an inbound call to Remote Agent RV rec (Agent RV) Remote Agent RV answers the call and speaks for at least 0 seconds Enquiry to Local node Remote Agent RV makes a network call to Agent V ( the inbound call is automatically put rec (Agent V) on hold ) Agent V and Remote Agent RV speak at least 0 seconds Conference Remote Agent RV presses the conference button Agent V, Remote Agent RV and the external party speak for at least 0 seconds before Agent RV hangs up In the VRS application, check the records recs Audio OK Note: Agent RV Agent V Enquiry call Conference ALE Application Partner Program Inter-working report - Edition - page 7/

74 9.6 Way Outbound Conference Call Starting From Local to Remote 9.6. Objectives This test checks that VRS is able to record outbound conference calls through ABC-F 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 Results 4 Outbound call from local node Make an outbound call from Agent V External caller answers the call and speaks for at least 0 seconds Enquiry to remote node Agent V makes a network call to Remote Agent RV ( the outbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Conference Agent V presses the conference button Agent V, Remote Agent RV and the external party speak for at least 0 seconds before Agent V hangs up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 74/

75 9.7 Way Outbound Conference Call Starting From Remote to Local 9.7. Objectives This test checks that VRS is able to record outbound conference calls through ABC-F 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 Results 4 Outbound call from Remote node Make an outbound call from Remote Agent RV External caller answers the call and speaks for at least 0 seconds Enquiry to Local node Remote Agent RV makes a network call to Agent V ( the outbound call is automatically put on hold ) Agent V and Remote Agent RV speak at least 0 seconds Conference Remote Agent RV presses the conference button Agent V, Remote Agent RV and the external party speak for at least 0 seconds before Agent RV hangs up In the VRS application, check the records recs Audio OK ALE Application Partner Program Inter-working report - Edition - page 75/

76 0 Reliability tests : IP DR-Link 0. Failure s 0.. Environment Call Server ( Active ) Nice Uptivity Recorder System TSAPI Server embedded TSAPI X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS IP Phone IP Phone IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 76/

77 0.. 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 0.. 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 Note: Cti logs 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 ) Record in IP DR-link Try to record in IP DR-link ( send a Start IP Recording event from the VRS ) the set In the VRS application, check there is no record In the VRS application, check the logs 005: 405 type Info of record are displayed, but no audio in the record. Records (no audio icon) ALE Application Partner Program Inter-working report - Edition - page 77/

78 0..4 Results : Not authorized recording This test is intended to check the behaviour of VRS to not record a device which is not authorized Note: Cti logs Record authorization = False In the Phone Features Category of the set, put the Record Authorization = False Try to Record Make a call with the set Try to record the set In the VRS application, check there is no record In the VRS application, check the logs Security violation rec -> no audio inside Records (no audio icon) ALE Application Partner Program Inter-working report - Edition - page 78/

79 0..5 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 Note: Cti logs DR-link on IP supported = FALSE Manage the parameter DR-Link on IP supported = False 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 In the VRS application, check there is no record In the VRS application, check the logs rec -> no audio Request incompatible with object ALE Application Partner Program Inter-working report - Edition - page 79/

80 0..6 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 License file with no recording licenses Put a new license file with no recording ( lock 4 = 0 ) Try to Record Make a call with the set Try to record the set In the VRS application, check there is no record In the VRS application, check the logs rec -> no audio Security violation 0..7 Results : Max Licenses reached This test is intended to check the behaviour of VRS to not record a device when the licences are reached Note: Cti logs License file with limited recording licenses Put a new license file with limited recording ( lock 4 with limited value ) Try to Record Try to record the set when the limited recording license is reached In the VRS application, check there is no record In the VRS application, check the logs rec -> no audio Outstanding request limit exceeded ALE Application Partner Program Inter-working report - Edition - page 80/

81 0. Switch Failure 0.. Environment Call Server ( Active ) Nice Uptivity Recorder system TSAPI Server embedded TSAPI X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS IP Phone IP Phone IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 8/

82 0.. Objectives This test is intended to check the recovering of the VRS after a Switch failure. The switch has only one CPU. 0.. Results 4 5 Inbound call Make an inbound call to A A and the external party speak for at least 0 seconds Internal call Make an internal call from C to D C and D speak for at least 0 seconds Switch failure Reboot the OXE In the VRS application, check the records In the VRS application, check the logs recs but no audio icon from the web interface => see screenshot 0.._record New calls after the reboot Perform new calls (internal & outbound calls ) recs Audio OK 6 Note: In the VRS application, check the new records In the VRS application, check the logs The call during the reboot have no audio icon to play it. ALE Application Partner Program Inter-working report - Edition - page 8/

83 records but no audio icon. (screenshot 0.._record) = > during the test the duration of the call (Record ID = 70) is about minutes before the IP phone is reset. But the duration which is displayed from the web console is minutes. This is due to the configuration of the parameter Max Record Silence which is set to 0 minutes by default. The behavior of the Nice Uptivity is to close the record if during this timer (0 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) after changing the parameter Max Record Silence to 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 minutes 4 seconds. The Nice Uptivity closes the record if during 60 seconds ( minute), it detects no audio received (in our case test it correcponds to the moment IP Phone reset). ALE Application Partner Program Inter-working report - Edition - page 8/

84 0. CTI Link Failure - OTS Service Failure 0.. Environment Call Server ( Active ) Embedded TSAPI Server, so not possible to test the IP link failure of the TSAPI component. ed the OTS service failure TSAPI Server TSAPI VRS VoIP Logger X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS IP Phone IP Phone IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 84/

85 0.. Objectives This test is intended to check the recovering of the VRS after a CTI Link failure with an OTS service failure. 0.. Results 4 Management of End Of Recording on end of calls Manage the parameter End of Recording on end of calls = NO Internal call Make an internal call from V to V V and V speak for at least 0 seconds Disconnection of TSAPI Server Unplug the IP cable of the TSAPI Server End of call Stop the call Few minutes after the IP cable is unplug, the OXE detects the lost of the TSAPI Server Reconnection of the TSAPI Server Plug the IP cable of the TSAPI Server Check if there are the records in the VRS In the VRS application, check the records In the VRS application, check the logs New calls Perform a new call between V & V In the VRS application, check the new records In the VRS application, check the logs at 04:4 PM, IP link disconnected on the Vm image. Lost of the connection to the OXE. There is a record (Step ) from the web interface, but only info (no audio) Rec audio OK (see comment) Note: Step 6 and Step 7 From the OXE, the telnet localhost 555 is showing: [ ] CSTA (NICE - 9 monitorings no StartIPRecording. Got the events CSTA but no StartIPRecording for this call. Call at 04: PM => Record is OK Step 8: due to the parameter Max Record Silence set to 0 minutes by default, a StopIPRecording will be sent after 0 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. ALE Application Partner Program Inter-working report - Edition - page 85/

86 0.4 VRS : Link Failure 0.4. Environment Call Server ( Active ) TSAPI Server embedded TSAPI Voice Recorder System X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS IP Phone IP Phone IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 86/

87 0.4. Objectives This test is intended to check the recovering of the VRS after a Link failure of the VRS Results 4 Internal call Make an internal call from V to V C and D speak for at least 0 seconds Disconnection of VRS Unplug the IP cable of the VRS Close the current call Stop the current call Connection of the VRS Plug the IP cable of the VRS :4: - Call started :5:00 Unplug the IP cable :5: PbxDriverV :: Csta Request System Status to Pabx = > OXE: no more NICE csta client connected Call duration: 50 :8:00 reconnect IP cable = > reconnection (serviceregister + MonitorStart) = > OXE: [7.7.xxx.xx] NICE 9 monitorings In the VRS application, check the records In the VRS application, check the logs New calls Perform new calls ( internal, inbound & outbound calls ) In the VRS application, check the new records In the VRS application, check the logs rec but no audio Rec OK Audio OK Note: parameter Max Record Silence set to minutes for this test ALE Application Partner Program Inter-working report - Edition - page 87/

88 0.5 VoIP Logger : Link Failure 0.5. Environment Call Server ( Active ) Result same as 0.4 SOLUTION proposed is one box recorder system TSAPI Server embedded TSAPI Voice Recorder System X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS IP Phone IP Phone IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 88/

89 0.5. Objectives This test is intended to check the recovering of the VRS after a Link failure of the IP Logger Results Internal call Make an internal call from V to V C and D speak for at least 0 seconds Disconnection of VoIP Logger Unplug the IP cable of the IP logger End of calls Stop the current calls Reconnection of VoIP Logger Plug the IP cable of the IP logger In the VRS application, check the new records In the VRS application, check the logs New calls Perform a new call between V & V In the VRS application, check the new records In the VRS application, check the logs Rec but no audio Rec Audio OK ALE Application Partner Program Inter-working report - Edition - page 89/

90 0.6 Redundancy s : OXE in Spatial Redundancy 0.6. Environment Call Server ( Active ) Call Server ( Stand By ) TSAPI Server TSAPI VRS VoIP Logger X Mask : X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS IP Phone IP Phone IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 90/

91 0.6. Objectives These tests are intended to check the recovering of the Voice Recording System using redundancy elements 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 ). Management of the CPUs Manage both CPUs ( CS Main & CS Stby ) in two IP sub networks Check that the spatial redundancy is managed New calls Perform a new internal call between V & V Perform a new inbound call to A Perform a new outbound call from B Disconnection of the Main CPU Unplug the CS Check the CS becomes Pseudo-Main Check the new CTI link End of calls Stop the current calls In the VRS application, check the records In the VRS application, check the logs New calls Perform a new internal call between V & V Perform a new inbound call to A Perform a new outbound call from B In the VRS application, check the new records In the VRS application, check the logs Reconnection of CS Plug the CS The CS automatically shutdown Check CS=Main and CS= Stby New calls Perform a new internal call between V & V Perform a new inbound call to A Perform a new outbound call from B Shutdown of CS Shutdown of CS CS becomes Main Shutdown the CS OK on CS: [7.7.xxx.xx] NICE 9 monitorings Record is displayed (only the info of the call) NO AUDIO Rec Audio OK ALE Application Partner Program Inter-working report - Edition - page 9/

92 4 End of calls Stop the current calls In the VRS application, check the records In the VRS application, check the logs New calls Perform a new internal call between V & V Perform a new inbound call to A Perform a new outbound call from B In the VRS application, check the new records In the VRS application, check the logs Rec No audio Rec Audio OK Note: parameter Max Record Silence set to minutes for this test ALE Application Partner Program Inter-working report - Edition - page 9/

93 0.7 Redundancy s : TSAPI Backup 0.7. Environment Call Server ( Active ) 7.7.yyy.yy Nice Uptivity Recorder system 7.7.xxx.xx TSAPI BACKUP TSAPI Server TSAPI Server Embedded TSAPI Stop the service Alcatel Open Telehony Server X Mask : X Mask : WAN DOMAIN 0 DOMAIN X Mask : X Mask : GA T PCM-R T GD PCS GA T T GD PCS IP Phone IP Phone IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 9/

94 0.7. Objectives These tests are intended to check the recovering of the Voice Recording System using TSAPI Backup 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 Management of the TSAPI server Backup Check that the TSAPI server Backup is installed ( on a dedicated machine ), configured and running Internal call Make an internal call from V to V V and V speak for at least 0 seconds Inbound call Make an inbound call to A A and the External party speak for at least 0 seconds Outbound call Make an outbound call from B B and the external party speak for at least 0 seconds Stop the Main Alcatel Open Telephony service Stop the main Alcatel-Lucent s service (Alcatel Open Telephony). Wait until TSAPI Backup is Up End of calls Stop the current calls In the VRS application, check the records In the VRS application, check the logs New calls ( with TSAPI Backup ) Perform a new internal call between V & V Perform a new inbound call to A Perform a new outbound call from B In the VRS application, check the new records In the VRS application, check the logs 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 ) New calls ( with TSAPI Main ) Perform a new internal call between V & V Perform a new inbound call to A Perform a new outbound call from B In the VRS application, check the records In the VRS application, check the logs Rec No audio Rec OK Audio OK Rec OK Audio OK ALE Application Partner Program Inter-working report - Edition - page 94/

95 Step 5 => lost of the [7.7.xxx.xx] Then connection of the [7.7.yyy.yy] => typed NICE 9 monitorings Step 0 => [7.7.xxx.xx] => typed NICE 9 monitorings ALE Application Partner Program Inter-working report - Edition - page 95/

96 0.8 Passive Call Server ( IP DR-Link ) 0.8. Environment SOLUTION proposed is one box recorder system, this test is not applicable Call Server ( Active ) Call Server ( Stand By ) TSAPI Server TSAPI VRS X Mask : X Mask : WAN DOMAIN X Mask : GA T PCM-R T GD PCS VoIP Logger TSAPI IP Phone IP Phone ALE Application Partner Program Inter-working report - Edition - page 96/

97 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 0.8. Results : Management of the Logger Manage a Passive Call Server in the OXE Manage the Passive Call Server in the Logger 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 Internal calls Make an internal call between V & V V & V speak for at least 0 seconds before hanging up Inbound calls Make an inbound call to V V & the external party speak for at least 0 seconds before hanging up Outbound calls Make an outbound call from V V & the external party speak for at least 0 seconds before hanging up Check if there are the records in the logger Check the records in the logger In the VRS application, check the logs 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 Synchronization Retrieving data Check that the Voice Recording Server retrieve these records New calls Perform new calls : internal, oubound & inbound calls 0 In the VRS application, check the records In the VRS application, check the logs Not Applicable ALE Application Partner Program Inter-working report - Edition - page 97/

98 0.9 Understanding of the logs files 0.9. Objectives This test is intended to check the understanding of the log files of the VRS. We consider three levels or notes : Poor, Good, Very Good. Alcatel-Lucent has to add a comment in order to justify the note Results Note Comments Understanding of the log files of the Recording System correct 0.0 Notifications & alarms 0.0. Objectives This test is intended to check the notifications & alarms of the Voice Recording System. We consider three levels or notes : Poor, Good, Very Good. Alcatel-Lucent has to add a comment in order to justify the note Results 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 subscriptions that send alerts to specific people. ALE Application Partner Program Inter-working report - Edition - page 98/

99 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 ALE Application Partner Program Inter-working report - Edition - page 99/

100 Appendix A : AAPP member s Application description. ALE Application Partner Program Inter-working report - Edition - page 00/

101 Appendix B: Configuration requirements of the AAPP member s application Uptivity Configuration Steps for Alcatel OXE Recording Complete all necessary physical and IP connections between the recording server(s) and the LAN. Obtain any necessary PBX software and licensing. 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 0 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. 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. 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. 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. 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. ALE Application Partner Program Inter-working report - Edition - page 0/

102 4 5 6 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. Register CTI Core as a Windows service (search Internal help for keyword windows). Add CTI Core to the Service Manager (search Internal help for keyword service manager). 7 Install the channel script (search Internal help for keyword channel script). ALE Application Partner Program Inter-working report - Edition - page 0/

103 4 Appendix C: Alcatel-Lucent Enterprise Communication Platform: configuration requirements 4. Configuration for IP DR-Link 4.. CSTA parameters Parameter : Set to TRUE the DR-Link on IP supported parameter. Parameter : 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. ALE Application Partner Program Inter-working report - Edition - page 0/

104 4.. 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. 4.. Recording IP Logger Declare all IP loggers thanks this menu. ALE Application Partner Program Inter-working report - Edition - page 04/

105 4..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) IP DR-Link licenses There are two software locks related to DR-Link on IP : lock 0 : to specify the type of voice recording system used. "0" if no voice recording system is connected. "" if a Nice Systems recording system is used. "" for other systems (Verint, Retia, ASC, etalk,...). lock 4 : gives the maximum IP recording flows available 4. 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 000 but through ACTIS it can be increase to 000 max ALE Application Partner Program Inter-working report - Edition - page 05/

106 5 Appendix D: AAPP member s escalation process 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 support@uptivity.com Phone: , option (or for international callers) ALE Application Partner Program Inter-working report - Edition - page 06/

107 6 Appendix E: AAPP program 6. 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 thirdparty 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. 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. ALE Application Partner Program Inter-working report - Edition - page 07/

108 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 6. Enterprise.Alcatel-Lucent.com You can access the Alcatel-Lucent Enterprise website at this URL: ALE Application Partner Program Inter-working report - Edition - page 08/

109 7 Appendix F: AAPP Escalation process 7. 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 ALE Application Partner Program Inter-working report - Edition - page 09/