Alcatel Lucent Application Partner Program Inter-Working Report

Transcription

1 Alcatel Lucent Application Partner Program Inter-Working Report Partner: VTech Hotel Phones Application Type: Analog Phones Application name: A2210, A2220, A2410, A2420, A1210, A1220, A1410 & A1420 Models Alcatel-Lucent Platform: OmniPCX Enterprise The product and version listed have been tested with the Alcatel-Lucent Communication Server and the version specified hereinafter. The tests concern only the inter-working between the Application Partner product and the Alcatel-Lucent Communication platforms. The inter-working report is valid until the Application Partner issues a new version of such product (incorporating new features or functionality), or until Alcatel-Lucent issues a new version of such Alcatel-Lucent product (incorporating new features or functionality), 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 APPLICATION PARTNER 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 APPLICATION PARTNER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 1/40

2 Tests identification Date of the tests November 2011 Alcatel-Lucent s representative Partner s representative Denis Lienhart Simon Wong Alcatel-Lucent Communication OmniPCX Enterprise Platform Alcatel-Lucent compatibility release R10.0 (J e) Partner s application version NA Author(s): Reviewer(s): Denis Lienhart, Rachid Himmi Historic Edition 1: creation of the document November 2011 Edition 2: update with A2210, A2220, A2410, A2420 models February 2012 Edition 3: update after MWI checkings on latest OXE Releases 10.0, 10.1, and ez32-2 board February 2013 Edition 4: validity of the IWR extended to OXE R11.x November 2014 Test results Passed Refused Postponed Passed with restrictions Refer to the section 6 for a summary of the test results. IWR validity extension Validity extended to OXE R11.x November 2014 Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 2/40

3 Company Contact Information Contact name: Title: Simon M H Wong Sales & Technical Support Manager Address 1: VTech Telecommunications Ltd Address 2: 23/F, Tai Ping Industrial Centre, Block 1, City: 57, Ting Kok Road, State: Tai Po Zip: Country: Hong Kong Country code: 852 Phone: (852) , (Direct) Fax: (852) Web address: Simon_mh_wong@vtech.com Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 3/40

4 TABLE OF CONTENTS 1 INTRODUCTION VALIDITY OF THE INTERWORKING REPORT LIMITS OF THE TECHNICAL SUPPORT CASE OF ADDITIONAL THIRD PARTY APPLICATIONS APPLICATION INFORMATION TESTS 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 GENERAL TESTS BASIC CALL IN GENERAL MODE LOCAL TELEPHONIC FEATURES Voice mail HOTEL / HOSPITAL TESTS WAKE UP Calls APPENDIX A: PARTNER APPLICATION: CONFIGURATION REQUIREMENTS 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 Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 4/40

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. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 5/40

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. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 6/40

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 ). Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 7/40

8 4 Application information Application family : VTech Analog Hotel Phone Application commercial name: Contemporary Analog Corded and Cordless models A2210, A2220,, A2410, A2420 Application version: Classic Analog corded and Cordless models A1210, A1220, A1410 & A1420 Interface type: Analog line Brief application description: VTech Hotel A2210 Analog Mono Line phone: A2210 Analog set has Adjusting volume control, Flash, Mute, Hold, Hidden programming store, Speaker keys and Raised red message waiting indicator. VTech Hotel A2220 Analog Dual Line phone: Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 8/40

9 A2220 Analog set has Adjusting volume control, Flash, Mute, Hidden programming store, Speaker, Hold and Conference keys and Raised red message waiting indicator. VTech Hotel A2410 Analog Mono Line phone: A2410 Analog set has Adjusting volume control, Flash, Mute, Hidden programming store, Speaker, Hold and Charge indication keys and Raised red message waiting indicator. VTech Hotel A2420 Analog Dual Line phone: A2420 Analog set has Adjusting volume control, Flash, Mute, Hidden programming store, Speaker, Hold, Conference and Charge indication keys and Raised red message waiting indicator. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 9/40

10 VTech Hotel A1210 Analog Mono Line phone: A1210 Analog set has Adjusting volume control, Flash, Mute, Hold, Hidden programming store, Speaker keys and Raised red message waiting indicator. VTech Hotel A1220 Analog Dual Line phone: A1220 Analog set has Adjusting volume control, Flash, Mute, Hidden programming store, Speaker, Hold and Conference keys and Raised red message waiting indicator. VTech Hotel A1410 Analog Mono Line phone: A1410 Analog set has Adjusting volume control, Flash, Mute, Hidden programming store, Speaker, Hold and Charge indication keys and Raised red message waiting indicator. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 10/40

11 VTech Hotel A1420 Analog Dual Line phone: A1420 Analog set has Adjusting volume control, Flash, Mute, Hidden programming store, Speaker, Hold, Conference and Charge indication keys and Raised red message waiting indicator. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 11/40

12 5 Tests environment Figure 1 Test environment Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 12/40

13 5.1 Hardware configuration Alcatel-Lucent Communication Platform: Node1: o OmniPCX Enterprise common hardware (Alizé) o Duplicated call servers : and o Passive Call Server (PCS) : o Spatial redundancy (Different IP sub networks) o Release : R J e o One media gateway: Setup Details: Module Setup Information Primary OXE Secondary OXE Voic No Attendant prefix *** IPTouch number 1285,1286 Details VTech Analog phone numbers 1361,1362,1363 & 1364 Thomson TB IPDSP 1286 Crystal 0 Crystal 12 Node2: OmniPCX Enterprise common hardware (Alizé) Single CPU : Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 13/40

14 o Release : R J e One media gateway: Crystal 0 Crystal 12 OmniPCX Entreprise: o CS (Call Server Processing Unit) o GD (Gateway driver processing Unit o PRA T2 (ISDN Access) o MIX 4/8/4 (ISDN T0, digital & analog interfaces) o UA digital and analog sets AHL interface: o TCP/IP 5.2 Software configuration Alcatel Communication Platform: OmniPCX Enterprise R10.0 J e Partner Application : VTech Hotel Analog phones 6 Summary of test results Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 14/40

15 6.1 Summary of main functions supported Features Status Comments Basic calls in general mode Features in conversation Voice mail interaction and indication Wake-up Basic calls in hotel mode OK NOK See summary of problems OK_BUT MWI not working on A1410, A2410 OK OK 6.2 Summary of problems Music on hold is not heard in the other side of the call, when we initiate hold from the Vtech set in all the models using the Hold key. But the speech path is muted between the users. MWI is not working on A1410 & A2410 models 6.3 Summary of limitations There is no display to verify date, time and different states of the call. There is no redial key. 6.4 Notes, remarks General mode tests refers to the tests which are done with either Administrator sets and Hotel mode tests refers to Guest user Checked -in to the Room. Flash key is programmed for 600ms in all the VTech Analog phones. Hence the OXE should be configured for 600ms to flash using the flash key in the phone. In two line models we can use conference & Line2 key only if we connect one line from the PBX to Line port and other line from the PBX to Data port. See Appendix B for more details. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 15/40

16 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. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 16/40

17 8 Test Results The tests are performed with two different country configurations on OmniPCX Enterprise side: 1. Country = US 2. Country = France 8.1 General tests Basic call in general mode 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 Case Id 1 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 Checks : 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 4 Incoming call released by the caller during ringing The caller releases the incoming call to the phone before the called takes the call. Call released by the phone 5 The 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 Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 17/40

18 Test Case Id Test Case N/A OK NOK Comment 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 Call is properly established 9 Incoming external call (T0/T2 for example) to an attendant phone set which transfers the call to the phone Call is properly established 10 Outgoing call from a phone to an attendant which transfers to an external number (T0/T2 for example) Call is properly established Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 18/40

19 8.1.2 Local telephonic features These tests check the phone behavior during phone local telephonic feature use like forward, on hold, transfer, voice mail interactions, conference. Test Case Id 1 Test Case N/A OK NOK Comment Broker call (Using Flash Key and Suffix 1) 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 Please refer Appendix C Configuration of OXE for the Flash timing Flash Key in the phone works only when the PBX is set with the flash timing of the phone 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 (for A1220, A1420, A2220, A2420 dual line Models) 1. The phone has one active conversation in Line1 and initiates another call by using hold or Line2 key. 5. When the phone has two active calls on Line 1 and Line2, initiate conference using the key available on the phone. 6. Check the audio in the conference. Programming the memory keys in the Phone 1. Program the available memory keys(like hospital, restaurant etc) with various numbers 2. Press the corresponding key(s) and verifies the calls are getting through. Hold key is working as mute button and we did not hear the music on hold in other side of the call in all the models But the Line 1 led blinks in two line models and hold button Led blinks in single line model. See configuration details in Appendix B. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 19/40

20 8.1.3 Voice mail These tests check the phone behavior when interworking with the OXE 4645 voic . Note: These tests are performed when the Vtech users are configured as Administrative sets. Test Case Id 1 Test Case N/A OK NOK Comment Voice mail message signalization. (For single line models) 1. Call the phone and leave a message to its voice mail for example by forwarding the phone to the voice mail). 2 Checks : 2. Check that the message is indicated on the phone (led or display). Voice mail message signalization. (For A1210, A1220, A1420, A2210, A2220, A2420 models) 2. Call the phone and leave a message to its voice mail for example by forwarding the phone to the voice mail). Checks : 3. Check that the message is indicated on the phone (led or display). MWI LED and Line1 LED blinks in two line model, when Line1 extension has new messages and there will be no message waiting notification when Line2 extension has new messages. Checked on R10.0 (J a), R10.1 (J b)) and on R (J f) with ez32-2 board 3 4 Voice mail message signalization. (For A1410, A2410 model) 3. Call the phone and leave a message to its voice mail for example by forwarding the phone to the voice mail). Checks : 4. Check that the message is indicated on the phone (led or display). Voice mail message listening 1. Press the voice mail key and interacts with the voice mail to listen to the message. Checks : 1. Check the led or display does not show any new message as soon as the last one is read MWI Led, and the led in the Handset blinks for new messages. But the MWI LED notification is slow and interval is 40 to 50 seconds in the cordless old models. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 20/40

21 Voice mail message deposit 5 1. The phone calls another phone forwarded to the voice mail. 2. He leaves a message Checks : 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 6 Checks : 1. Check the can leave a voice message to a phone which is not answering or already in conversation thanks to OXE suffix. Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 21/40

22 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 Wake up These tests check the phone behavior in case of "Wake up" activation / deactivation (on the phone itself or from an administrative phone). 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 Checks : 1. 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 507 Checks : 1. 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 Checks : 1. 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 Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 22/40

23 Test Case Id Test Case N/A OK NOK Comment Checks : 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 Checks : 1. 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 Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 23/40

24 8.2.2 Calls 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 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 Checks : 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 Outgoing call from an Analog phone to an attendant which transfers to an external call (T0/T2 for example) Call is properly established Call back on no answer / busy. Suffix: Call another phone already in conversation (or does not answer check both). 2. The phone set uses the call back suffix to be recalled. Checks : 1. Check the call back query is taken into Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 24/40

25 Test Case Id account and processed Test Case N/A OK NOK Comment Conference: Flash + Suffix 3 10 Checks : 1. Check the phone can establish a three party conference using the Flash and OXE suffix Broker call: Flash + Suffix 1 11 Checks : 1. Check the phone can switch between two calls using the Flash and OXE suffix Enquiry call: Flash Checks : Check the phone can make a second call while already in conversation using Flash then dialling the second call Room phone goes off hook 3. configure in Hotel menu the telephone number of the reception 4. sent a message to the analog phone Checks : 1. check the MWI indication on the phone 2. Go off-hook, and check that after a timer, the reception is called 3. answer the call and check the conversation is established Copyright 2014 Alcatel-Lucent, All Rights Reserved Edition 4 - page 25/40

26 9 Appendix A: Partner Application: configuration requirements Configuration details for two line models: Alcatel-Lucent Application Partner Program Inter-working report Edition 2- page 26/40 Copyright 2011 Alcatel-Lucent, All rights reserved

27 Observations for Two line models: The data port should always be used in association with the Line port. Connecting the Analog extension line only to the Data port is not supported. MWI LED and Line1 LED blinks in two line model, when Line1 extension has new messages and there will be no message waiting notification or no LED blinks when Line2 extension has new messages. This MWI LED notification is slow in cordless models. In two line cordless models, if we disconnect the call when the phone rings, the corresponding Line LED blinks for 10 seconds and then stops. Pressing Hold key does not provide Music on Hold to the other party. Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 27/40 Copyright 2011 Alcatel-Lucent, All rights reserved

28 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 2 - page 28/40 Copyright 2011 Alcatel-Lucent, All rights reserved

29 Creation of a room Analog set: add a Analog user Creation of a hotel guest: add a guest user (choose 255 for Crystal, Board and Equipment address). Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 29/40 Copyright 2011 Alcatel-Lucent, All rights reserved

30 Creation of an administrative VTECH 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 Configuration of the suite wake up type: under mgr / Application / Hotel / Numerical parameters Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 30/40 Copyright 2011 Alcatel-Lucent, All rights reserved

31 Configuration of a suite: under mgr / Application / Hotel / Hotel suite Configuration of OXE for the Flash timing under mgr / system / Descend Hierarchy / Z Board Audio parameters Review Modify Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 31/40 Copyright 2011 Alcatel-Lucent, All rights reserved

32 Access to the hotel application menu: use 'hotmenu' command MWI management By default, the MWI ring trigger pattern to make the LED blinking is: 60ms (ring) --> 1000ms (off) --> 60ms (ring) This is configurable in the installation parameters at tones level. For Crystal Hardware Z32 and ez32, the tone concerned is number 181. For Common Hardware SLI and MIX boards, the tone concerned is 212. The following screen captures show 60 ms ring and 1000ms off: Tone no: 30, duration 6 means 6*10ms rings Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 32/40 Copyright 2011 Alcatel-Lucent, All rights reserved

33 Tone no: 0 duration 100 means 100*10ms off These values might be adapted depending on the design of the analog phone. Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 33/40 Copyright 2011 Alcatel-Lucent, All rights reserved

34 11 Appendix C: Partner escalation process Simon s changes: Inter-Op Technical support: Simon MH Wong simon_mh_wong@vtech.com Program Management: Gary Chan -- gary_chan@vtech.com Henry Tsui -- henry_tsui@vtech.com Marketing: Shirley Au Shirley_au@vtech.com Telephone number of the team: (852) Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 34/40 Copyright 2011 Alcatel-Lucent, All rights reserved

35 12 Appendix D: AAPP program 12.1 Alcatel-Lucent Application Partner Program (AAPP) The Application Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel-Lucent's product family. The program provides tools and support for developing, verifying and promoting compliant thirdparty applications that complement Alcatel-Lucent's product family. 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, etc. Alcatel-Lucent Application Partner Program Inter-working report Edition 2 - page 35/40 Copyright 2011 Alcatel-Lucent, All rights reserved

36 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 2 - page 36/40 Copyright 2011 Alcatel-Lucent, All rights reserved

37 13 Appendix E: AAPP Escalation process 13.1 Introduction The purpose of this appendix is to define the escalation process to be applied by the Alcatel-Lucent Business Partners when facing a problem with the solution certified in this document. The principle is that Alcatel-Lucent 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, Alcatel-Lucent and the Application Partner, are engaged as following: (*) 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 2 - page 37/40 Copyright 2011 Alcatel-Lucent, All rights reserved

38 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 2 - page 38/40 Copyright 2011 Alcatel-Lucent, All rights reserved

39 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 2 - page 39/40 Copyright 2011 Alcatel-Lucent, All rights reserved

40 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 2 - page 40/40 Copyright 2011 Alcatel-Lucent, All rights reserved