Transcript
Alcatel-Lucent Applications Partner Program Inter-Working Report Partner: AudioCodes Application type: Analog equipments SIP Gateway Application name: MP-202
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.
Alcatel-Lucent Applications Partner Program – Inter-working report Copyright © 2008 Alcatel, All rights reserved
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Tests identification Date of the tests
December 2008
Alcatel’s representative Partner’s representative
Roland Baumert
Alcatel-Lucent Communication OmniPCX Office Platform (OmniPCX 4400/Enterprise, OmniTouch, OmniPCX Office, ...) Alcatel-Lucent compatibility release R7.1 / 014.001 Partner’s application version R2.6.3_B_3 Environment (if it has a sense)
Author(s): Reviewer(s):
ACD
Business
R. Baumert E.Denis, R.Himmi, D.Lienhart
Historic Edition 1: Edition 2:
creation of the document - 02-28-2008 update of the document - 01-09-2009
Test results Passed
Refused
Postponed
Passed with restrictions
Refer to the section 4 for a summary of the test results.
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Company Contact Information (Information provided by the partner)
Contact name: Title:
Bertrand Goldfarb Sales Director
Address 1: City: Zip: Country:
3, Avenue de la Source BOUGIVAL 78380 France
Phone: Fax:
+33 1 39 18 29 57 +33 1 30 82 20 12
Web address: E-mail:
http://www.audiocodes.com
[email protected]
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TABLE OF CONTENTS
1
INTRODUCTION...................................................................................................................................... 5 1.1
GLOSSARY ........................................................................................................................................... 5
2
APPLICATION INFORMATION............................................................................................................. 6
3
TESTS ENVIRONMENT ......................................................................................................................... 7 3.1
4
SUMMARY OF TEST RESULTS .......................................................................................................... 8 4.1 4.2 4.3 4.4 4.5
5
SUMMARY OF MAIN FUNCTIONS SUPPORTED ........................................................................................ 8 SUMMARY OF PROBLEMS ..................................................................................................................... 8 SUMMARY OF LIMITATIONS .................................................................................................................. 8 CORRECTED PROBLEMS ....................................................................................................................... 8 REMARKS ............................................................................................................................................ 8
TEST SCENARIOS.................................................................................................................................. 9 5.1 5.2
6
GENERAL ARCHITECTURE .................................................................................................................... 7
TEST PROCEDURE ................................................................................................................................ 9 RESULT TEMPLATE ............................................................................................................................... 9
TESTING................................................................................................................................................. 10 6.1 CONFIGURATIONS ASPECTS ................................................................................................................ 10 6.1.1 Objective ................................................................................................................................... 10 6.2 SET-UP AND ACCEPTANCE TESTS........................................................................................................ 11 6.2.1 Test objectives........................................................................................................................... 11 6.2.2 Test procedure .......................................................................................................................... 11 6.3 FAX .................................................................................................................................................. 12 6.3.1 Test objectives........................................................................................................................... 12 6.4 DEFENCE AND PERTURBATION ........................................................................................................... 12 6.4.1 Test objectives........................................................................................................................... 12 6.5 MEDIA SPECIFICATION ....................................................................................................................... 13 6.5.1 Test objectives........................................................................................................................... 13 6.6 BASIC CALLS ..................................................................................................................................... 14 6.6.1 Test objectives........................................................................................................................... 14 6.6.2 Test procedure .......................................................................................................................... 14 6.7 TELEPHONIC SERVICES....................................................................................................................... 15
7
APPENDIX A: TESTDIRECTOR TEST LIST ................................................................................... 17
8
APPENDIX B : APPLICATION DESCRIPTION............................................................................... 20
9 APPENDIX C: ALCATEL COMMUNICATION PLATFORM: CONFIGURATION REQUIREMENTS.......................................................................................................................................... 22 10
APPENDIX D: PARTNER ESCALATION PROCESS .................................................................. 23
11
APPENDIX E: AAPP PROGRAM, DOCUMENTATION AND TECHNICAL ASSISTANCE. 24
12 APPENDIX F: ALCATEL-LUCENT ESCALATION PROCESS IN CASE OF PROBLEM WITH A CERTIFIED EXTERNAL APPLICATION (REFERENCED IN THE AAPP) ....................... 28
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1 Introduction The goal of these tests is to qualify an external application as an Alcatel-Lucent Applications Partner Program solution for the Alcatel-Lucent Communication Platform. 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. The objective of these tests was mainly to validate the interworking with Fax machines in T38 mode connected behind AudioCodes MP202 gateway that uses SIP protocol to work with OXO PBX R7.1. Also to check basic voice calls using analog sets behind the gateway.
1.1 Glossary MF : Multifrequency numbering SIP : Session Initiation Protocol CLIP : Calling Line Identification Presentation CLIR : Calling Line Identification Restriction IP: Internet Protocol VoIP: Voice over IP FoIP: Fax over IP RTP: Real –time Transport Protocol PSTN: Public switched telephone network T.38: ITU standard for sending FAX across IP networks in a real-time mode
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2 Application information Application type:
IP gateway
Application commercial name:
AudioCodes MP202
Application version:
R2.6.3_B_3
Interface type:
SIP
Brief application description:
The MP-202 is a 2-line SIP gateway allowing analog sets or Fax to access IP based telephonic networks using SIP protocol. This equipment allows in our business context a remote connectivity for such equipments working logically as “local” equipments for the PBXs via the IP/Internet world. The MP-202 provides main telephony features, including Caller ID, Call waiting, Call forward, Call transfer, 3-way conference and Fax connection using T38. Only Fax communication checks were concerned by this test campaign so as Basic (simple calls) telephonic feature. The MP202 also serves as a router supporting NAT, DHCP, PPPoE, PPTP, Firewall functions. The current campaign did not take these features in account. The tests are done using an OmniPCX Office with a Private SIP connectivity to the ACMP202 gateway.
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3 Tests environment 3.1 General architecture Figure 1 Global architecture
PSTN
Fax
OXO
Fax
ISDN
PABX
L AN
L AN G711
Fax
PrivateSIP
AudioCodes MP 202 SIP Gateway
Tests Objectives: The objective of the tests was mainly to use one OXO node and one AudioCodes gateway playing with it’s analog Set/Fax trough the Private SIP Trunking connectivity to OXO, also to test Break-in and out with equipments behind Public ISDN Network. Telephonic Voice features have also been tested for basic telephony features, complex telephonic features are not supported by OXO.
Used Releases: AudioCodes MP202: R2.6.3_B_3 OXO PBX: R7.1_014.001
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4 Summary of test results 4.1 Summary of main functions supported The main supported functions implied in the test campaign are: • Installation and configuration of the AC-MP202 gateway • Compatibility with OXO SIP Private Trunking • Basic communications (internal and external) • Check telephonic features (Basic Call only) • Supports all kind of numbering Abbreviated Number, internal and external numbers) • DDI number can be used for the AC Analog equipments, for incoming calls. • Access to the OXO Voice mail boxes and MF dialing for within navigation • Multi Frequency sending in conversation/connected state, also on ISDN • Different kind of Codec compressions can be used: G711, G729. • Fax G3 and SuperG3 Check.
4.2 Summary of problems •
none
4.3 Summary of limitations •
• •
In case of Waiting /Queued to an AC set, the waiting OXO set hears no waiting tone. -> this may be an OXO limitation/problem. Forward on Busy set doesn’t work. This is an already known MP202 problem. -> This is an AudioCodes problem. CLIP problem: Calling an AudioCodes set, the identity is not displayed to the caller OXO set. -> This is an AudioCodes problem.
4.4 Corrected problems •
Waiting on a current Fax communication: the current FAX communication is perturbated so it goes to be incomplete. -> This was an AudioCodes problem in R2.4.2_P11_build5 that has been corrected in release 2.6.3
4.5 Remarks •
For FAX T38 communications, the Modem parameter has to be set to “VoiceBandData” to be working. The supported AC equipments features are Waiting and Forward Note that this configuration is defined for the both equipments. The forward feature has to be activated/released by the equipments theirselves.
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5 Test Scenarios 5.1 Test procedure Step
Action
N/A
Result
Origin of the problem
Comment
Step: a test may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Step 0 when present represents the initial state for all the following steps. Action: describes which action to realize in order to set-up the conditions of the test. N/A: the step within this test is not applicable to this application. This has to be filled in only if the test is checked as mandatory in the applicability box. In that case, the column comment must indicate the reason of the non-applicability (e.g.: service not supported). Result: describes the result of the test from an external point of view. If it is positive, it describes which application's trigger was checked. If it is negative, it describes as precisely as possible the problem. Origin of the problem: this column has to be filled in when a problem occurs during the test. It must contain a high level evaluation of the localization of the responsibility: Alcatel-Lucent or the Partner.
it is not intended during this test session to debug and fix problems.
5.2 Result template The results table must be formatted as indicated in the example below: Step 1 2
Action
N/A
Result
. action 5 NOK
…
The application waits for PBX timer or phone set hangs up
OK
. action 3 . action 4 X
5
Comment
OK
. action 1 . action 2
OK 3 4
Origin of the problem
Relevant only if the CTI interface is a direct CSTA link No indication, no error message
…
it is not intended in this session to mention any Anomaly Report (the anomaly report will be mentioned in Paragraph 8 & Appendix A).
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6 Testing Convention: In the following chapters: •
AC may be used in place of “AudioCodes”
•
The Analog equipments connected to the AudioCodes gateway may be named “AC set” or “AC set1”, “SG set2”, or “AC fax” for a Fax machine. “OXO Fax” is a directly connected Fax to the OXO PBX using an analog connectivity.
•
6.1 Configurations aspects 6.1.1 Objective This chapter gives principle information on configuration aspects and summaries the minimum well configurations on OXO and AudioCodes sides to be able for the AC sets to work well and easily for the EndUser. Configuration details examples are given in the Annexes.
OXO Aspects: The VoIP feature is subject to Licenses. To configure analog set or Fax to be working behind the AudioCodes gateway, a VoIP Trunk and Access have to be configured and trunk channels to be defined. The ARS (Automatic Routing Selection) mechanism is used to access to such sets. This implies the Internal Numbering Plan configuration for the AudioCodes equipments Directory Numbers declared with use of “ARS” function. An ARS Prefix has to be defined for the Dialing numbers range, Prefix, Gateway address, Protocol and Codec configurations. Private configuration of the ARS entry is used in this topology. The Private Numbering Plan is used and has to be configured for the numbers the AudioCodes equipments will have to dial to, and through, OXO. Barring and Link category rights have to be checked to allow the connectivity between the SIP end equipments and the trunk they use, and the other sets or trunks of the PABX installation. The End of Numbering policy may be adapted for trunk connectivity dialings. Transfer from External to External may be set in the System Particularities configuration.
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6.2 Set-up and acceptance tests 6.2.1 Test objectives Check the installations and configuration aspects to bring the platform working. Check the acceptance through simple incoming and outgoing calls
6.2.2 Test procedure Step 1
1
1 1 1
Action
N/A
OXO configuration checks for SIP trunk and AudioCodes gateway configuration Configuration with SIP Option mechanism Simple call between OXO and AC Release before answering Calling Line Presentation to the analog AC set in incoming ringing phase
Result
Origin of the problem
Comment
OK
OK
OK OK
OK by Default with Belgacom OK set Not for ETSI sets For the Anomaly points, see chapter 4 the corresponding problem/limitation descriptions and chapter 8 the anomalies summary.
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6.3 FAX 6.3.1 Test objectives • • •
Step
Fax transmission in T.38 mode with G3 and Super G3 fax machines Fax In waiting situation Fax forwarding
Action
N/A
Result
Simple G3 fax transmission
1
Super G3 fax transmission Transmission of multiple/complex sheets (6)
OK
1 1
Call a Busy Fax , both ways Waiting on AC Fax on a current fax comm
OK
OK
OK
Call an AC Forwarded Fax Call an AC Fax through ISDN Break-in in T38 Call an AC Fax through ISDN Break-out in T38 Redundancy Check OXO and AC with values 0 to 2
1 1
Comment
OK
1 1
1 1
Origin of the problem
AudioCodes
AC Anomaly corrected in R2.6.3
OK OK OK
OK
For the Anomaly points, see chapter 4 the corresponding problem/limitation descriptions and chapter 8 the anomalies summary.
6.4 Defence and perturbation 6.4.1 Test objectives • Step 1
Check the behaviour in case of perturbation Action
N/A
SIP out of order
Result
Origin of the problem
Comment
OK
OK Trunk busy 1 OK Trunk not available 1 OK IP link failure 1 For the Anomaly points, see chapter 4 the corresponding problem/limitation descriptions and chapter 8 the anomalies summary.
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6.5 Media Specification 6.5.1 Test objectives Check the different cases of negotiation regarding the communication establishment and the impact of some configuration parameters •
Codec
•
Framing
•
Signalling TCP / UDP
Step 1
Action
N/A
Codec Negotiation
Result
Origin of the problem
Comment
OK
Framing Use Case of different OK packet size for voice ( 20ms, 30ms, 40ms … ) Signaling TCP-UDP 1 SIP Signaling only OK transmitted in UDP mode by OXO For the Anomaly points, see chapter 4 the corresponding problem/limitation descriptions and chapter 8 the anomalies summary. 1
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6.6 Basic Calls 6.6.1 Test objectives Check the difference cases of simple incoming and outgoing call. During the call, some points are checked : •
tones
•
display before and after the conversation
•
release the called / calling party at first
•
type of the device : analog set, ua set ( 4035 ), IP Phone ( 4038/ 4068 )
•
CLIP / CLIR
•
Call back
6.6.2 Test procedure Action
Step 1 1
Basic call
Basic call with Authentication
1
Call an unregistered set and busy set both ways
1
1
1
1
OXO set in Do not disturb PSTN break-in call PSTN incoming call to an AC set PSTN break-out call Call from an AC set to an external PSTN party Call with attendant / both ways The second party is an attendant Calling Line Presentation to the analog AC set in incoming ringing phase / OXO set caller
Result
Comment
OK
x
OK but limitation if OXO set waiting
OK
OXO
No tone is given to the OXO waiting caller OK
OK
OK
OK
OK
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Origin of the problem
OK
Release before answer
1
1
N/A
OK With Belgacom by default, not for ETSI sets
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Calling Line Presentation to the analog AC set in incoming ringing phase / RNIS caller through OXO OXO PABX (Break In) CLIP Check the display
1
1
OK
CLIR Check the display with / without Identity secret / Internal called / ISDN called
1
NOK
Is an Interworking Limitation: is an AC problem
OK But
OXO
No CLIP when an OXO set calls an AC set // OK in the other way Problem for break out to ISDN / CLIR from Gateway not supported by OXO
6.7 Telephonic services Check the features available in local mode and during the conversation.
The supported AC equipments features are Waiting/Ringing, Waiting/Queued and Forward. Note that this configuration is defined for the both equipments. The forward feature has to be activated/released by the equipment it self.
AC equipments can activate Broker Call so as call evolutions lying on this feature, but such call evolutions are not supported by OXO, so these features have not been well tested..
Step 1 1 1
1
1 1 2
1 1
Action
N/A
OXO set calls a Busy AC set (without waiting) OXO set calls a Busy AC set with waiting OXO set calls a AC Forwarded set to another OXO set OXO set calls an AC Forwarded set to ISDN N* through OXO PBX ISDN incoming call to a AC Forwarded set to an OXO set AC set calls a Forwarded OXO set to the Voice mail AC set sends DTMF to the OXO Voice Mail and navigate within AC set sends DTMF to an ISDN destination MF In Band mode
Result
Comment
OK OK
OK
NOK
OXO
Anomaly crms00104805
OK
OK
OK
CLIP OK => call back from VM possible
OK OK
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Origin of the problem
Edition 1 – Page 15
1
MF in RFC 2833 mode
OK
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7 Appendix A: TestDirector test list This appendix will give an extract of Test-director with the campaigns related to the test report, the list of the tests_name, their level and their status (Failed, Passed, NoRun, Postponed, NotCompleted). This extract must list the following Test-Director fields per Test-Director campaign in testlab :
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Plan: Test Name C_04_03_ACC_0 01_foip_OXOframingredondance C_04_01_ACC_0 08_foip_gen -Fax local forwarding C_04_01_ACC_0 11_foip_gen -Fax sending to busy fax machine C_09_01_ACC_0 02_foip_gen -trunk - private C_09_01_ACC_0 03_foip_gen -trunk - multi-fax C_09_01_ACC_0 04_foip_gen -trunk private_PSTN break-in C_09_01_ACC_0 05_foip_gen -trunk private_PSTN break-out C_09_01_ACC_0 08_foip_gen -immediate forwarding over IP_2 ways
C_09_01_PERF_ 002_foip_gen -trunk - long and complex fax C_09_01_PERT_ 003_foip_gen -Trunk--busy Set 180 - codecframing - G.729 181 - codecframing - G.711 E_10_50_ACC_0 01_foip_fax call in G711Transparant FAX C_09_01_ACC_0 01x1_foip_gen -super G3 trunk public A_13_01_007_SI P-ICMP Keep Alive
Plan: Description A fax is sending through the SIP trunk with different framing and redundancy values
Plan: Level Status Mandatory Passed
A fax on system A is forwarded to another fax machine on system A. A fax of System B sends then a fax to the forwarded fax machine on System A. We aim at checking the good reception of the fax. A fax is sent from a System A fax machine A to a System B faxB which is already busy. The goal of the test is to check that the behavior on calling and called fax machines is OK. A fax is sending between 2 systems connected through a Sip trunk
Recommen Passed ded
Mandatory
Passed
Some faxes are sending between 2 systems connected with a Sip trunk. Faxlab tool is used to simulate different type of faxes A fax is sending from PSTN between 2 systems connected through a Sip trunk
Mandatory
Passed
Mandatory
Passed
Mandatory
Passed
Mandatory Objective : ========= A setA on System A is diverted to a systemB setB through an IP link. A setB of system B then calls the diverted set on System A over IP. Objective is to check the right functionning of diversion.
Passed
A complex multi pages fax including images is sent through Trunk IP by using the T.38 protocol
Mandatory
Passed
The aim of this test is to see the behavior of a fax call through a SIP trunk when the called fax is busy
Mandatory
Passed
Use the IP analyser.
Mandatory
Passed
Use the IP analyser.
Mandatory
Passed
A fax is sending through the AudioCodes box with the protocol G711.
Mandatory
N/A
A fax is sending on PSTN between 2 systems connected through a Sip trunk.
Recommen Passed ded
A fax is sending between 2 systems connected through a Mandatory Sip trunk FAX machines are of type super G3
Passed
SIP-ICMP Keep Alive check.
Passed
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Mandatory
Edition 1 – Page 18
Plan: Test Name A_13_01_008_SI P-SIP Option Keep Alive E_10_50_ACC_0 02_foip_Queued T38 Fax
B_08_01_PERT_ 010_sip_gen -out of order SIP set B_08_01_ACC_0 20x1_voip_gen -internal no-reply and busy forwarding
Plan: Description SIP-SIP Option Keep Alive check.
Plan: Level Status Mandatory Passed
Waiting feature is configured on the AudioCodes gateway for sets or Fax. A T38 Fax waits on a current Fax communication release.
Supplement Failed ary
A set makes a call with a SIP set "out of order"
Recommen Passed ded
A SIP set is forwarded to another extension on the same System. Forwarding mode: forwarding on no reply forwarding on busy
Recommen Failed ded
An other set calls the SIP forwarded set.
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8 Appendix B : Application description The AudioCodes MP-202 is a Telephone Adapter which allows the connection of ordinary analog phones or fax machines to a Voice over IP networks using SIP protocol. The MP-202 product combines superior voice quality and cutting-edge features for end users, such as T.38 Fax Relay and G.168-2004 compliant Echo Cancellation. Low bit rate vocoders (voice coders) can be used simultaneously on all the telephony ports to save valuable bandwidth.
MP202 SIP Configuration:
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MP202 Line Configuration:
MP202 Fax Configuration:
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9 Appendix C: Alcatel Communication Platform: configuration requirements
OXO PBX ARS Configuration:
Calling and Called attribute in private mode Trunk Voip is declared as a private trunk
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10 Appendix D: Partner escalation process In case you would need technical assistance, please contact the reseller/distributor where you purchased your AudioCodes products. They have been trained on the products to give you 1st and 2nd levels of support. They are in plus in direct relation with 3rd level AudioCodes support in case an escalation would be needed
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11 Appendix E: AAPP program, documentation and technical assistance Alcatel-Lucent Applications Partner Program (AAPP) Complete e-business solutions at your disposal The Alcatel-Lucent Applications 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 Applications 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 AlcatelLucent Compliant Applications, come from every area of voice and data communications.
The Alcatel-Lucent Applications 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, …
Web site If registered Alcatel-Lucent Application Partners, you can access the AAPP website at this URL: http://www.applicationpartner.alcatel-Lucent.com/
Alcatel-Lucent.com You can access the Alcatel-Lucent website at this URL: http://www.Alcatel-Lucent.com/
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Alcatel-Lucent documentation Alcatel-Lucent Applications Partner Program (AAPP) If registered Alcatel-Lucent Application Partners, you can access the current AAPP documentation at this URL: http://www.applicationpartner.alcatel-lucent.com/ and then click the Partner Center link.
Alcatel-Lucent Business Partner Program (ABPP) The Alcatel-Lucent Business Partner Program is designed to empower and maximize the business of the Partners. In addition, it enables them to help their customers successfully maximize their telecom investment through optimum deployment and proper configuration of Alcatel-Lucent's solutions. Alcatel-Lucent Partners also receive the added benefit of rapid, highly qualified service and support as well as world class training. Alcatel-Lucent will work closely with Business Partners to provide top quality design, delivery, and support of the very best solutions for your customers. The Business Partner Program is designed around a flexible and scalable framework so each Partner can identify the exact support they need. So, depending on your specific requirements you can quickly become a 'Certified', 'Expert' or 'Premium' Business Partner with one of the world leaders in the communications industry. If registered Alcatel-Lucent Business Partners, you can access to an exciting on-line resource centre with a wealth of information on all product lines at this URL: http://www.businesspartner.Alcatel-Lucent.com
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Technical assistance In order to guide you in your purchasing decisions and provide you with assistance for updating our Communication Server and Networking Infrastructure products and for commercial development, Alcatel-Lucent has created the SUPPORT CENTER. The SUPPORT CENTER is responsible for the management and routing of all your requests. It includes e-Support and a Contact Centre reserved for registered Alcatel-Lucent Application Partners and Alcatel-Lucent Business Partners. The Contact Centre is open 24 hours a day; 7 days a week and is available in 5 languages. This Call Centre has a team of 15 people and handles 10; 000 requests per month. • • • • •
e-Support from the Alcatel-Lucent Application Partners Web site (if registered AlcatelLucent Application Partners): http://www.applicationpartner.alcatel-lucent.com/ click the Partner Center link and then Support e-Support from the Alcatel-Lucent Business Partners Web site (if registered Alcatel-Lucent Business Partners): http://www.businesspartner.Alcatel-Lucent.com click the e-Support link and then e-Service Request e-mail:
[email protected] Fax number: +33 (0) 3 90 67 73 45 Telephone numbers: Alcatel-Lucent Business Partners Contact Center: France : Austria : Denmark : Germany : Ireland : Italy : UK : Spain : Switzerland :
0 811 900 110 0 810 810 012 70 11 21 09 0 1 803 000 680 1 890 925 039 848 800 389 0 845 601 4101 901 120 085 0 844 850 588
French agent German agent English agent German agent English agent Italian agent English agent Spanish agent German agent
For other countries: English answer : French answer :
+ 33 (0)3 88 55 69 04 + 33 (0)3 88 55 69 02
Alcatel-Lucent Applications Partner Program – Inter-working report Copyright © 2008 Alcatel, All rights reserved
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Alcatel-Lucent training Technological innovative cycles are quickening and your customers are more and more demanding regarding the quality of services. In order to meet these requirements, you have to invest in skills: a key success factor for services. If registered Alcatel-Lucent Business Partners, you can access to the training part at this URL: http://www.businesspartner.Alcatel-Lucent.com and then click the Training link. Our vision of learning services is described in the Services Portfolio section. The Certification section gives you some statistics and details on how training curricula are designed to match certification levels. All updated training curricula and assessment tools are available in the Curricula & Catalogues section. The Schedule section is regularly updated to show forthcoming training sessions over the world. The How to Enrol section provides you with the registration procedure and the Alcatel-Lucent University Customer Service list of contacts world wide. Last but not least, find statistics and reports of what you think about our training services in the Customer Satisfaction section. The Alcatel-Lucent commitment : enabling you to optimise your training investments.
Alcatel-Lucent Applications Partner Program – Inter-working report Copyright © 2008 Alcatel, All rights reserved
Edition 1 – Page 27
12 Appendix F: Alcatel-Lucent escalation process in case of problem with a certified external application (referenced in the AAPP) Introduction The purpose of this document is to define the split of responsibilities and the escalation process to be applied by the Business Partners when facing a problem with a solution involving an AlcatelLucent platform and an external application with a valid Alcatel-Lucent Inter-working report.
As for other Alcatel-Lucent equipment, the Alcatel-Lucent business partner is the only one facing the end-customer for support or maintenance. The Business partner will open cases (service request) either on Alcatel-Lucent side or on Application Partner side depending on the nature of the issue. Expert from both companies will collaborate to provide the best and quickest correction.
Alcatel Technical Support
Business Partner
Customer
Answer SR Experts Exchanges
Technical Issues
In cases of the problem has not been sent to the right organization: “Please open a SR into our partner database by mentioning our SR number”
Partner’s answers
SR Answer
Application Partner Support
SR = Service Request
Alcatel-Lucent Applications Partner Program – Inter-working report Copyright © 2008 Alcatel, All rights reserved
Edition 1 – Page 28
General Rules The following general rules are applied: •
Only certified AAPP applications are officially supported by Alcatel-Lucent
•
The certification is based on tests suite passed by Alcatel-Lucent and the Application Partner and the result is consigned into an Inter-Working Report (IWR) validated by the two parties.
•
The IWR is available on the AAPP Web site.
•
Only the major releases of both parties are certified. Certification tests are usually not performed for intermediate versions. Only the existence of the IWR in the AAPP Web site for the right Alcatel-Lucent release is the guarantee that the application has been certified with this Alcatel-Lucent release.
•
If the IWR for the Alcatel-Lucent release is not available, Alcatel-Lucent doesn’t engage
any responsibility. In that case, please contact the central Pre-Sales team. • parties
The existence of the IWR engages Alcatel-Lucent and the Application Partner. Both are engaged, not exclusively Alcatel-Lucent (see the section escalation process).
Warning: The possibility to configure the Alcatel-Lucent PBX with ACTIS quotation tool in order to interwork with an external application, is not a guarantee of the availability of the solution. Please check the availability of the Inter-Working Report on AAPP web site.
Alcatel-Lucent Applications Partner Program – Inter-working report Copyright © 2008 Alcatel, All rights reserved
Edition 1 – Page 29
The escalation process As stated above, the Alcatel-Lucent support will be limited to applications with a valid inter-working report. Known problems or remarks mentioned in the IWR will not be taken into account. In case of problem, the two 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 Business Partner to the Alcatel-Lucent Hot-line via the standard process: open a ticket (Service Request –SR)
Case 2 : the responsibility can be established 100% on Application Partner side In that case, the problem must be escalated directly to the partner by opening a ticket trough the Partner Hotline. In general, the process to be applied for the partner side is described in the IWR.
Case 3 : the responsibility can not be established In that case the following process applies: 1) The Application Partner shall be contacted first by the Business Partner or the party responsible for that Application for an analysis of the problem. Alcatel-Lucent has to be involved solely if the application partner demonstrate, with traces, after reproduction of the problem, that the defect which has generated the end-user’s demand of support is coming from the equipment provided by Alcatel-Lucent or if he needs support of Alcatel-Lucent. 2) The Business partner will escalate the problem to the Alcatel-Lucent Hot-line if the Application Partner has demonstrated a problem on Alcatel-Lucent side or if the Application Partner (not the Business Partner) needs the involvement of Alcatel-Lucent. In that case, the Business Partner must provide the reference of the Case Number on 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 Application Partner side are insufficient or do no exist.
Note: Involvement of the Business Partner is mandatory because the access to the Alcatel-Lucent Platform (remote access, login/password) is under the Business Partner responsibility.
Alcatel-Lucent Applications Partner Program – Inter-working report Copyright © 2008 Alcatel, All rights reserved
Edition 1 – Page 30
