Alcatel-Lucent Application Partner Program Inter-Working Report

Transcription

1 Alcatel-Lucent Application Partner Program Inter-Working Report Partner: ATLINKS Application type: Analog Hotel Phone Application name: Temporis 380 Alcatel-Lucent Platform: OmniPCX Enterprise The product and release listed have been tested with the Alcatel-Lucent Communication Platform and the release specified hereinafter. The tests concern only the inter-working between the AAPP member s product and the Alcatel-Lucent 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 Alcatel-Lucent issues a new major release of such Alcatel-Lucent product (incorporating new features or functionalities), whichever first occurs. ALCATEL-LUCENT MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE APPLICATION PARTNER PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, ALCATEL- LUCENT 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 ALCATEL-LUCENT FURTHER SHALL HAVE NO LIABILITY TO AAPP MEMBER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 1/34

2 Certification Overview Date of the certification July 2014 Alcatel-Lucent s representative AAPP member representative Alcatel-Lucent Communication Platform Alcatel-Lucent Communication Platform release AAPP member application version Application Category Denis Lienhart Ananikian Daniel OmniPCX Enterprise R ( K ) NA Terminals Hospitality dedicated hardware Author(s): Reviewer(s): Denis Lienhart Rachid Himmi Revision History Edition 1: creation of the document July 2014 Test results Passed Refused Postponed Passed with restrictions Refer to the section 6 for a summary of the test results. IWR validity extension None Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 2/34

3 AAPP Member Contact Information Contact name: Title: Address: Ananikian Daniel IP Pre-sales Engineer Atlinks Europe, 22 Quai Gallien, Zip Code: City: Suresnes Country: France Phone: Fax: Mobile Phone: Web site: address: Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 3/34

4 TABLE OF CONTENTS 1 INTRODUCTION VALIDITY OF THE INTERWORKING REPORT LIMITS OF THE TECHNICAL SUPPORT CASE OF ADDITIONAL THIRD PARTY APPLICATIONS APPLICATION INFORMATION 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 TEST RESULTS GENERIC TESTS Test objectives Test procedure Local telephonic features Test objectives Test procedure Voice mail in general mode Test objectives Test procedure HOTEL / HOSPITAL TESTS Test objectives Test procedure Wake up in hotel mode Test objectives Test procedure Voice mail in hotel mode Test objectives Test procedure APPENDIX A: PARTNER APPLICATION DESCRIPTION APPENDIX B: ALCATEL-LUCENT COMMUNICATION PLATFORM: CONFIGURATION REQUIREMENTS APPENDIX C: PARTNER ESCALATION PROCESS APPENDIX D: AAPP PROGRAM ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP) ALCATEL-LUCENT.COM APPENDIX E: AAPP ESCALATION PROCESS INTRODUCTION ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ESCALATION IN ALL OTHER CASES TECHNICAL SUPPORT ACCESS Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 4/34

5 1 Introduction This document is the result of the certification tests performed between the AAPP member s application and Alcatel-Lucent s platform. It certifies proper inter-working with the AAPP member s application. Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to ongoing product improvements and revisions, Alcatel-Lucent 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. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 5/34

6 2 Validity of the InterWorking Report This InterWorking report specifies the products and releases which have been certified. This inter-working report is valid unless specified until the AAPP member issues a new major release of such product (incorporating new features or functionalities), or until Alcatel-Lucent issues a new major release of such Alcatel-Lucent product (incorporating new features or functionalities), whichever first occurs. A new release is identified as following: a Major Release is any x. enumerated release. Example Product 1.0 is a major product release. a Minor Release is any x.y enumerated release. Example Product 1.1 is a minor product release The validity of the InterWorking report can be extended to upper major releases, if for example the interface didn t evolve, or to other products of the same family range. Please refer to the IWR validity extension chapter at the beginning of the report. Note: The InterWorking report becomes automatically obsolete when the mentioned product releases are end of life. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 6/34

7 3 Limits of the Technical support Technical support will be provided only in case of a valid InterWorking Report (see chapter 2 Validity of the InterWorking Report) and in the scope of the features which have been certified. That scope is defined by the InterWorking report via the tests cases which have been performed, the conditions and the perimeter of the testing as well as the observed limitations. All this being documented in the IWR. 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 Alcatel-Lucent. For any request outside the scope of this IWR, Alcatel-Lucent offers the On Demand Diagnostic service where assistance will be provided against payment. For more details, please refer to Appendix F AAPP Escalation Process. 3.1 Case of additional Third party applications In case at a customer site an additional third party application NOT provided by Alcatel-Lucent is included in the solution between the certified Alcatel-Lucent and AAPP member products such as a Session Border Controller or a firewall for example, Alcatel-Lucent will consider that situation as to that where no IWR exists. Alcatel-Lucent will handle this situation accordingly (for more details, please refer to Appendix F AAPP Escalation Process ). Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 7/34

8 4 Application information Application family: Analog Hotel Phone Application commercial name: Temporis 380 Application version: Interface type: NA Analog line Brief application description: Temporis 380 the new generation analog phone. This easy-to-use phone is fitted with high professional features such as: 10 direct memory keys to easily call your top contacts, the hands free feature for an efficient call conferencing management, the practical headset use thanks to the direct call pickup key in headset mode, the visual indicator to be aware at a glance of voice messages presence. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 8/34

9 5 Test environment Figure 1 Test environment for Temporis Hardware configuration Alcatel-Lucent Communication Platform: Node1: o OmniPCX Enterprise common hardware CS o GD o Duplicated call servers : and o Passive Call Server (PCS) : o Spatial redundancy (Different IP sub networks) o Release : R k o e-z32 & e-z32-2 o PRA T2 (ISDN Access) o MIX 4/8/4 (ISDN T0, digital & analog interfaces) o UA digital and analog sets Node2: o OmniPCX Enterprise common hardware CS o GD o Single CPU : o Release : R k f : Setup Details: Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 9/34

10 Setup Information Module Details Primary OXE Secondary OXE Voic No Attendant prefix *** IPTouch & IPDSP No 11901,11902 Temporis Yealink SIP No UA set Crystal 12 Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 10/34

11 Crystal Hardware Shelf details: Crystal Software configuration Alcatel Communication Platform: OmniPCX Enterprise R k Partner Application : Temporis Analog phone 380 Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 11/34

12 6 Summary of test results 6.1 Summary of main functions supported Features Status Comments Basic calls in general mode Local telephonic features Voice mail in general mode Basic calls in hotel mode Wake-up in hotel mode OK OK OK OK OK The OXE configuration must be adapted for MWI on Common Hardware Voice mail in hotel mode OK 6.2 Summary of problems None 6.3 Summary of limitations None 6.4 Notes, remarks Please refer the Appendix B (MWI management) for Voice Mail test cases. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 12/34

13 7 Test Result Template The results are presented as indicated in the example below: Test Case Id 1 Test Case N/A OK NOK Comment Test case 1 Action Expected result Test case 2 Action Expected result Test case 3 Action Expected result Test 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 Test Case Id: a feature testing may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Test Case: describes the test case with the detail of the main steps to be executed the and the expected result N/A: when checked, means the test case is not applicable in the scope of the application OK: when checked, means the test case performs as expected NOK: when checked, means the test case has failed. In that case, describe in the field Comment the reason for the failure and the reference number of the issue either on Alcatel-Lucent side or on Application Partner side Comment: to be filled in with any relevant comment. Mandatory in case a test has failed especially the reference number of the issue. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 13/34

14 8 Test Results The tests are performed with two different country configurations: 1. Country = US 2. Country =France Generic Tests are performed when the phone is configured as Administrative set. Hotel mode tests are performed after the phone is assigned to Guest during Check-in. 8.1 Generic tests These tests check the phones behavior for generic features like basic calls and telephonic features. Basic calls in general mode Test objectives These tests check the phone behavior during basic incoming and outgoing calls from and to different kind of phone set types (SIP, IPTouch, UA) with different call releases (during ringing, by caller, by callee) and with or without a second incoming call Test procedure Test Case Id Call from and to an Analog phone Test Case N/A OK NOK Comment 1. The phone calls another analog phone 2. The phone is called by a SIP phone 1 1. In both cases, check the display and audio during alls steps (dialing, ring back tone, conversation and release Call from and to an IPTouch 2 Same as 1 but with an IPTouch Call from and to an UA phone 3 Same as 1 but with an UA phone Incoming call released by the caller during ringing 4 5 The analog caller releases the incoming call to the phone before the called takes the call. Call released by the phone Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 14/34

15 Test Case Id Test Case N/A OK NOK Comment The analog phone releases the call after a conversation period Call released by the other phone 6 The other phone releases the call after a conversation period Call from and to an external number (T0/T2) 7 Call is properly established Check that the external ringing is applied to the set Call from and to an attendant 8 9 Make a call from the attendant set. Answer the call in the analog set. Check whether the call is established properly. Incoming external call (T0/T2 for example) to an attendant phone set which transfers the call to the analog phone Call is properly established 10 Outgoing call from an analog phone to an attendant which transfers to an external number (T0/T2 for example) Call is properly established Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 15/34

16 8.1.2 Local telephonic features Test objectives These tests check the phone behavior during phone local telephonic feature use like forward, on hold, transfer, voice mail interactions, conference Test procedure Test Case Id Test Case N/A OK NOK Comment Enquiry / Broker call (Using Flash Key and Suffix 1. The phone has one active conversation. 2. Press the Flash key and verify that the on- Hold music or tone is played to the other party and gets dial tone to make the second call. 3. Call a third party and answer the call 4. Use the Flash key and suffix 1 to switch from one call to the other and verify that 2 way voice path is established Broker call (using Hold Key) 1. The phone has one active conversation 2. Press the Hold key and verify that the on- Hold music or tone is played to the other party 3. Call a third party using the Line 2 key and answer the call Use the Hold key and Line keys to switch from one call to the other and verify that 2 way voice path is established Conference key 1. The phone has one active conversation in Line1 and initiates another call by using hold and Line2 key. 5. When the phone has two active calls on Line 1 and Line 2, initiate conference using the key available on the phone. 6. Check the audio in the conference. Flash key is marked by the letter R Programming the memory keys in the Phone 4 1. Program the available memory keys(like hospital, restaurant etc) with various numbers 2. Press the corresponding key(s) and verify the calls are getting through. Redial Key 5 1. Make a call 2. Press the Redial key and check that the right destination is called Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 16/34

17 8.1.3 Voice mail in general mode Test objectives These tests check the phone behavior when interworking with the OXE 4645 voic . The Message Waiting Indication management might be adapted to the set, please refer to Appendix B Test procedure Test Case Id Voice mail message signalization Test Case N/A OK NOK Comment Call the phone and leave a message to its voice mail for example by forwarding the phone to the voice mail. 2. Check that the message is indicated on the phone (led blinks normally or display) and that there is no ringing of the phone 3. To be checked on common hardware and ez32-2 Voice mail message listening 1. Press the voice mail key and interacts with the voice mail to listen to the message. 1. Check the led or display does not show any new message as soon as the last one is read Voice mail message deposit 1. The phone calls another phone forwarded to the voice mail. 2. He leaves a message 1. Check the interaction between the phone and voice mail 2. Listen to the message from the other phone Voice mail message deposit. Suffix 8 1. Check the phone can leave a voice message to a phone which is already in conversation thanks to OXE suffix. Please refer the MWI management in Appendix B to avoid the beep during MWI. on Common Hardware Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 17/34

18 8.2 Hotel / Hospital tests These tests check the phones behavior for Analog phone specific Hotel/Hospital features like provisioning, check-in and out, do not disturb, wake-up, forward, auto assignation and calls. Basic Calls in hotel mode Test objectives These tests check the phone behavior during calls between rooms, from and to an administrative set, external outgoing call. It also checks the transfer feature Test procedure Test Case Id Test Case N/A OK NOK Comment Analog room phone set to another Analog room phone set (different rooms) Using guest and room numbers Analog room phone set to an administrative phone set and vice versa Using guest and room numbers Analog room phone set to an external number (T0/T2 for example) and vice versa Analog suite phone set to an external number (T0/T2 for example) and vice versa 4 1. Try with the master and several phone sets Analog booth phone set to an external number (T0/T2 for example) and vice versa Analog room phone set to an attendant and vice versa Call is properly established Incoming external call (T0/T2 for example) to an attendant phone set which transfers the call to the Analog room phone Call is properly established 8 Outgoing call from an Analog phone to an attendant which transfers to an external call (T0/T2 for example) Call is properly established Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 18/34

19 Test Case Id 9 Test Case N/A OK NOK Comment Call back on no answer / busy. Suffix: 5 1. Call another phone already in conversation (or does not answer check both). 2. The phone set uses the call back suffix to be recalled. 1. Check the call back query is taken into account and processed Enquiry call: Flash Check the phone can make a second call while already in conversation using Flash, then dialling the second call Broker call: Flash + Suffix Once an enquiry call has been made, check the phone can switch between two calls using Flash and OXE suffix Conference: Flash + Suffix Once an enquiry call has been made, check the phone can establish a three party conference using Flash and OXE suffix Room phone goes off hook 1 Configure in Hotel menu the telephone number of the reception 2 Sent a message to the analog phone 13 3 Check the MWI indication on the phone 4 Go off-hook, and check that after a timer, the reception is called 5 Answer the call and check the conversation is established Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 19/34

20 8.2.2 Wake up in hotel mode Test objectives These tests check the phone behavior in case of "Wake up" activation / deactivation (on the phone itself or from an administrative phone) Test procedure Test Case Id Test Case N/A OK NOK Comment Wake Up is activated on the room Analog phone 1. On the room Analog phone the Wake Up is activated thanks to the prefix When the wake up time arrives, the phone rings 2. When the picked up, the voice guide is displayed Wake Up is deactivated on the room Analog phone 2 1. On the room Analog phone the Wake Up is deactivated thanks to the prefix When the previous wake up time arrives, nothing appends on the phone set Suite Wake Up is activated on a suite Analog phone 1. On the suite master Analog phone the suite Wake Up is activated thanks to the prefix When the wake up time arrives, the entire suite phones are ringing. 2. When picking up on one phone, the voice guide is played and all the other phones stop ringing 3. Test also the activation from slave suite phones. Behavior is the same Room Wake Up is activated on a suite Analog phone 4 1. On the suite master Analog phone the suite Wake Up is activated thanks to the prefix 506 Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 20/34

21 Test Case Id Test Case N/A OK NOK Comment 1. When the wake up time arrives, only the suite phone on which the wake up has been set is ringing. All the other suite phones do not. 2. When picking up on one phone, the voice guide is played. 3. Test also the activation from slave suite phones. Behavior is the same Suite Wake Up is deactivated on a suite Analog phone 1. On the suite master Analog phone the Wake Up is deactivated thanks to the prefix When the wake up time arrives, nothing appends on the phone sets (master and slaves). 2. Test also the deactivation from slave suite phones. Behavior is the same Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 21/34

22 8.2.3 Voice mail in hotel mode Test objectives These tests check the phone behavior when interworking with the OXE 4645 voic . The Message Waiting Indication management might be adapted to the set, please refer to Appendix B Test procedure Test Case Id Voice mail message signalization Test Case N/A OK NOK Comment Call the phone and leave a message to its voice mail for example by forwarding the phone to the voice mail. 4. Check that the message is indicated on the phone (led blinks normally or display) and that there is no ringing of the phone 5. To be checked on common hardware and ez32-2 Voice mail message listening 2. Press the voice mail key and interacts with the voice mail to listen to the message. 2. Check the led or display does not show any new message as soon as the last one is read Please refer the MWI management in Appendix B to avoid the beep during MWI. on Common Hardware Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 22/34

23 9 Appendix A: Partner Application description Temporis 380 Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 23/34

24 10 Appendix B: Alcatel-Lucent Communication Platform: configuration requirements Access to Hotel application: to configure the hotel application parameters. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 24/34

25 Creation of a room Analog set: add a Analog user Configuration of the hotel parameters: under mgr / Application / Hotel Configuration of the multi occupation type: under mgr / Application / Hotel / Numerical parameters Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 25/34

26 Configuration of the suite wake up type: under mgr / Application / Hotel / Numerical parameters Configuration of a suite: under mgr / Application / Hotel / Hotel suite Access to the hotel application menu: use 'hotmenu' command Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 26/34

27 MWI Management By default in OXE, the MWI ring trigger pattern to make the LED blinking is: 60ms (ring) --> 1000ms (off) --> 60ms (ring) This is configurable in the System parameters at tones level. If the models of analog phones are designed the MWI ring trigger pattern to make the LED blinking is: (40ms (ring) 120ms (off) The following screen captures show 40 ms ring and 120msoff: For Common Hardware SLI and MIX boards, the tone concerned is 212 and must be configured as following, otherwise a short beep will be heard when the LED is activated. Tone no : 30, duration 4 means 4*10ms ring Tone no: 0 duration 12 means 12*10ms off For Crystal Hardware Z32 and ez32, ez32-2, the tone concerned is number 181.but the beep was not heard with the default configuration. These values might be adapted depending on the design of the phone. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 27/34

28 11 Appendix C: Partner escalation process e-partner website : Atlinks e-partner website has been specially designed for our premium distributors and partners. It helps Atlinks Partners to boost their business on our products, by supplying them with all the promotional tools, certificates...and the technical support. Atlinks e-partner is a dynamic source of information. Atlinks Partners can subscribe to our newsletters and get automatic updates (news, press releases, firmware releases ) Atlinks e-partner is also an interactive tool. With our Ticketing system, Atlinks partners can: input doubts, requests or issues about our products (tickets) receive feedback track their tickets Atlinks e-partner is a one-stop repository for all useful information about our products: download firmwares Documentation: Admin guides, Autoprovision, Declarations of Conformity, pictures, sales tools ) To get an account, fill in the registration form on the extranet welcome page. At Atlinks, we are committed to supporting our international distributors from the beginning to the end of their sales process. If you have questions, here are the ways to reach us. Europe : europe-salescontact@alcatel-business.com or Africa : africa-salescontact@alcatel-business.com Middle East : middleeast-salescontact@alcatel-business.com Latin America : latinamerica-salescontact@alcatel-business.com Asia : asia-salescontact@alcatel-business.com Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 28/34

29 12 Appendix D: AAPP program 12.1 Alcatel-Lucent Application Partner Program (AAPP) Complete e-business solutions at your disposal The Alliance & Application Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel-Lucent's Omni product family. The program provides tools and support for developing, verifying and promoting compliant thirdparty applications that complement Alcatel-Lucent's Omni-based products. Alcatel-Lucent facilitates market access for compliant applications. The Alcatel-Lucent Application Partner Program (AAPP) has two main objectives: Provide easy interfacing for Alcatel-Lucent communication products: Alcatel-Lucent'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 products. Test and verify a comprehensive range of third-party applications: to ensure proper inter-working, Alcatel-Lucent tests and verifies selected third-party applications that complement its portfolio. Successful candidates, which are labelled Alcatel-Lucent 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, Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 29/34

30 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 Alcatel-Lucent.com You can access the Alcatel-Lucent website at this URL: Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 30/34

31 13 Appendix E: AAPP Escalation process 13.1 Introduction The purpose of this appendix is to define the split of responsibilities and the escalation process to be applied by the Alcatel-Lucent Business Partners when facing a problem with a solution involving an Alcatel-Lucent platform and a Third-Party application with or without a valid Alcatel-Lucent Inter-Working Report. If a problem occurs on an installation involving Alcatel-Lucent platforms and a certified product or application, both parties, Alcatel-Lucent and the Application Partner, are engaged as follows: (*) The Application Partner Business Partner can be a Third-Party company or the Alcatel- Lucent Business Partner itself Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 31/34

32 13.2 Escalation in case of a valid Inter-Working Report The InterWorking Report describes the test cases which have been performed, the conditions of the testing and the observed limitations. This defines the scope of what has been certified. If the issue is in the scope of the IWR, both parties, Alcatel-Lucent and the Application Partner, are engaged: Case 1: the responsibility can be established 100% on Alcatel-Lucent side. In that case, the problem must be escalated by the ALU Business Partner to the Alcatel-Lucent Support Center using the standard process: open a ticket (eservice Request esr) Case 2: the responsibility can be established 100% on Application Partner side. In that case, the problem must be escalated directly to the Application Partner by opening a ticket through the Partner Hotline. In general, the process to be applied for the Application Partner is described in the IWR. Case 3: the responsibility can not be established. In that case the following process applies: The Application Partner shall be contacted first by the Business Partner (responsible for the application, see figure in previous page) for an analysis of the problem. The Alcatel-Lucent Business Partner will escalate the problem to the Alcatel-Lucent Support Center only if the Application Partner has demonstrated with traces a problem on the Alcatel-Lucent side or if the Application Partner (not the Business Partner) needs the involvement of Alcatel-Lucent. In that case, the Alcatel-Lucent Business Partner must provide the reference of the Case Number on the Application Partner side. The Application Partner must provide to Alcatel- Lucent the results of its investigations, traces, etc, related to this Case Number. Alcatel-Lucent reserves the right to close the case opened on his side if the investigations made on the Application Partner side are insufficient or do no exist. Note: Known problems or remarks mentioned in the IWR will not be taken into account. For any issue reported by a Business Partner outside the scope of the IWR, Alcatel-Lucent offers the On Demand Diagnostic service where Alcatel-Lucent will provide 8 hours assistance against payment. IMPORTANT NOTE 1: The possibility to configure the Alcatel-Lucent PBX with ACTIS quotation tool in order to interwork with an external application is not the guarantee of the availability and the support of the solution. The reference remains the existence of a valid InterWorking Report. Please check the availability of the Inter-Working Report on the AAPP (URL: or Enterprise Business Portal (Url: Enterprise Business Portal) web sites. IMPORTANT NOTE 2: Involvement of the Alcatel-Lucent Business Partner is mandatory, the access to the Alcatel-Lucent platform (remote access, login/password) being the Business Partner responsibility. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 32/34

33 13.3 Escalation in all other cases These cases can cover following situations: 1. An InterWorking Report exist but is not valid (see Chap 2 Validity of an Interworking Report ) 2. The 3 rd party company is referenced as AAPP participant but there is no official InterWorking Report (no IWR published on the Enterprise Business Portal for Business Partners or on the Alcatel-Lucent Application Partner web site), 3. The 3 rd party company is NOT referenced as AAPP participant In all these cases, Alcatel-Lucent offers the On Demand Diagnostic service where Alcatel-Lucent will provide 8 hours assistance against payment. Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 33/34

34 13.4 Technical Support access The Alcatel-Lucent Support Center is open 24 hours a day; 7 days a week: e-support from the Application Partner Web site (if registered Alcatel-Lucent Application Partner): e-support from the Alcatel-Lucent Business Partners Web site (if registered Alcatel-Lucent Business Partners): click under Let us help you the eservice Request link Ebg_Global_Supportcenter@alcatel-lucent.com Fax number: +33(0) Telephone numbers: Alcatel-Lucent Business Partners Support Center for countries: Country Supported language Toll free number France Belgium Luxembourg Germany Austria Switzerland United Kingdom Italy Australia Denmark Ireland Netherlands South Africa Norway Poland Sweden Czech Republic Estonia Finland Greece Slovakia Portugal Spain French German English Spanish For other countries: English answer : French answer : German answer : Spanish answer : END OF DOCUMENT Alcatel-Lucent Application Partner Program Inter-working report - Edition 1 - page 34/34