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Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 1/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Application Partner Program Inter-Working Report
Partner: FCS Computer Systems
Application type: Hospitality & Call Billing
Application name: FCS Unicorn
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.
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 2/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Tests identification
Date of the tests 2013-02-25 to 2013-02-27
Alcatel-Lucent’s representative Rong LIU
Partner’s representative Ricky HUANG
Alcatel-Lucent Communication Platform (OmniPCX 4400/Enterprise, OmniTouch, OmniPCX Office, ...)
OmniPCX Enterprise
Alcatel-Lucent compatibility release R10.1.1 (J260313f)
Partner’s application version 1.0
Application Category Hospitality dedicated software
Author(s): Rong LIU Reviewer(s): D. Lienhart, K.Atanassov Historic Edition 1: creation of the document – 28 April 2013 Edition 2: validity of the IWR extended to OXE R11.0 – January 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 R11.0 – January 2014
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 3/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Company Contact Information
Contact Name: Moo Chii Der Title: VP of Software Development – Interface & Mobility Technologies Address 1: FCS Computer Systems Sdn Bhd C1001 Block C, Kelana Square No.17 Jalan SS7/26, Kelana Jaya 47301 Petaling Jaya
Selangor, Malaysia Country code: 60 Phone: + 60 3 7953 7208 Fax: + 60 3 7953 7312 Web address: www.fcscs.com E-mail: chiider.moo@planet1world.com
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 4/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
TABLE OF CONTENTS
1 INTRODUCTION .................................................................................................................................... 6
2 VALIDITY OF THE INTERWORKING REPORT ............................................................................. 7
3 LIMITS OF THE TECHNICAL SUPPORT ......................................................................................... 8
3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS ............................................................................. 8
4 APPLICATION INFORMATION ............................................................................................................ 9
5 TESTS ENVIRONMENT ....................................................................................................................... 11
5.1 HARDWARE CONFIGURATION ............................................................................................................ 12 5.2 SOFTWARE CONFIGURATION .............................................................................................................. 12
6 SUMMARY OF TEST RESULTS ........................................................................................................ 13
6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ...................................................................................... 13 6.2 SUMMARY OF PROBLEMS ................................................................................................................... 13 6.3 SUMMARY OF LIMITATIONS ............................................................................................................... 13 6.4 NOTES, REMARKS .............................................................................................................................. 13
7 TEST SCENARIOS ............................................................................................................................... 14
7.1 TEST PROCEDURE ............................................................................................................................... 14 7.2 RESULT TEMPLATE ............................................................................................................................ 14
7.2.1 Feature tested............................................................................................................................ 14
8 TEST SCENARIOS ............................................................................................................................... 15
8.1 TEST PROCEDURE ............................................................................................................................... 15 8.1.1 PBX <--> PMS Check in with Guest Number (allocation on PBX) (mandatory in case of Guest
management) ............................................................................................................................................. 15 8.1.2 PBX <--> PMS Check in on Room Extension (mandatory in case of Room management) ...... 16 8.1.3 PBX <--> PMS ALLOCATION of an extension to a guest (mandatory in case of Guest
management) ............................................................................................................................................. 17 8.1.4 PBX <--> PMS Modification of Guest or Room configuration (mandatory in case of Guest
management) ............................................................................................................................................. 18 8.1.5 PBX --> PMS Room status change (optional) .......................................................................... 19 8.1.6 PBX <--> PMS Wake Up events (optional) .............................................................................. 19 8.1.7 PBX --> PMS Management of Call Tickets K frame (Extended Station Message Detail
Recording) (optional) ............................................................................................................................... 20 8.1.8 PBX --> PMS Management of Call Tickets J frame (Station Message Detail Recording)
(Mandatory) .............................................................................................................................................. 20 8.1.9 PBX --> PMS Data Transfer Management (optional) .............................................................. 22 8.1.10 PBX <-- PMS Interrogation management followed by ............................................................. 22 8.1.11 PBX <--> PMS Voice mail attribution (F records) (optional) ................................................. 23 8.1.12 PBX --> PMS Voice mail event (optional) ................................................................................ 25 8.1.13 PBX <--> DYNAMIC SUITE (optional, relevant only in case of Guest management) ............ 26 8.1.14 PBX <--> PMS Check out with Guest number management (mandatory in case of Guest
management) ............................................................................................................................................. 26 8.1.15 PBX <--> PMS Check out with Room number management (mandatory in case of Room
management) ............................................................................................................................................. 27 8.1.16 PBX <-- PMS Night Audit Request (optional) .......................................................................... 28 8.1.17 PBX <-- PMS Reinit request // PBX --> PMS Re-init (recommended) .................................. 29 8.1.18 Disruption of AHL Link (mandatory) ........................................................................................ 30
9 APPENDIX A : APPLICATION DESCRIPTION .............................................................................. 31
9.1 SYSTEM OS AND INFORMATION ......................................................................................................... 31 9.2 UNICORN SERVER AND VERSION (1.2.7.1) ......................................................................................... 31 9.3 INTERFACE CONFIGURATION ............................................................................................................. 31
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 5/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
9.4 INTERACTING WITH OMNIPCX ENTERPRISE : .................................................................................... 33
10 APPENDIX B: ALCATEL-LUCENT COMMUNICATION PLATFORM: CONFIGURATION
REQUIREMENTS.......................................................................................................................................... 34
11 APPENDIX C: PARTNER ESCALATION PROCESS .................................................................. 38
12 APPENDIX E: AAPP PROGRAM ................................................................................................... 42
12.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)......................................................... 42 12.2 ALCATEL-LUCENT.COM ..................................................................................................................... 43
13 APPENDIX F: AAPP ESCALATION PROCESS ........................................................................... 44
13.1 INTRODUCTION .................................................................................................................................. 44 13.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ............................................................. 45 13.3 ESCALATION IN ALL OTHER CASES ..................................................................................................... 46 13.4 TECHNICAL SUPPORT ACCESS ............................................................................................................ 47
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 6/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
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 (https://businessportal.alcatel-lucent.com) in the Application Partner Interworking Reports corner (restricted to Business Partners)
- the Application Partner portal (https://applicationpartner.alcatel-lucent.com) with free access.
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Copyright © 2014 Alcatel-Lucent, All rights reserved
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 Limits of the Technical support
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 8/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
3 Limits of the Technical support
Technical support will be provided only in case of a valid InterWorking Report (see chapter 0 “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 (“Appendix F: AAPP Escalation process”).
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 9/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
4 Application information Application family :
Office
Outbound campaign manager
Intelligent call routing
ACD agent desktop
IVR
Hospitality/Hotel X
Hospitality/Hospital
Voice logger
ERP/CRM
Application type: Hospitality & Call Billing Application commercial name: FCS Unicorn Application version: Version 1.0 Interface type: TCPIP Interface version (if relevant):
FCS Unicorn v1.x Interface with Alcatel via AHL over TCP. CDR Link Over TCP may apply if additional CDR information required.
Brief application description: FCS Unicorn is a Window-Based integrated billing and interfacing solution that support all major PMS and PABX (including Alcatel) systems around the world. It enables efficient and flexible management of guest folios which includes all communication charges and service usages in a hotel. Unicorn has a Third Party Interface Gateway (TPIG) that act as a gateway to the multiple 3
rd party systems
interfacing to the PMS, for seamless data processing. FCS Unicorn offers the following guest-centric features –
Unicorn has a seamless integration with Alcatel AHL link and able to provide the following features. For more information, pls. refer to the Alcatel AHL interface specification as well.
1. Check In
Upon sending the check in command to the PBX, the PBX would able to unbar the phone and
possibly to open a new voice mail box for the guest
2. Check Out This would command the PBX to bar the phone upon guest checks out
3. Guest Information Change This allows Unicorn to update the PBX with change of guest name, VIP info, language code
4. Message Waiting
This allows Unicorn to send message waiting on / off to the PBX
5. Do-Not-Disturb
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Copyright © 2014 Alcatel-Lucent, All rights reserved
This allows Unicorn to send Do-Not-Disturb on / off to the PBX
6. CDR
The PBX can send the CDR info to Unicorn so that Unicorn can compute the charges as per hotel’s requirement
7. Room Status PBX can send the room status (eg. Vacant clean , dirty ) to Unicorn
8. Wakeup
PBX can send the wakeup information (eg. Set/Cancel , Answer/Busy etc) to Unicorn
This application is defined as a “Front Office Computer” also called PMS (Property Management System)
PMS
Guest management
Room management
Check-in/out
Voice mail attribution
Room status
Wake-up
Re-initialization request
SMDR Messages
Deposit Amount N/A
Extended Tickets
Telephone call ticket(J frame)
Room move (use checkin/out)
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 11/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
5 Tests environment Figure 1 Tests environment
FCS Unicorn
OmniPCX
Enterprise
Guest
phones
T2
Administrative
phone
LAN
PSTN
TCP/IP AHL
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Copyright © 2014 Alcatel-Lucent, All rights reserved
Alcatel Communication Platform:
name: OmniPCX Enterprise
IP address: 10.100.5.78
Client application platform:
name: Unicorn
IP address: 10.100.5.132
5.1 Hardware configuration
OmniPCX Entreprise: o CS (Call Server Processing Unit) o GD (Gateway driver processing Unit o PRA T2 (ISDN Access) o MIX 2/4/4 (ISDN T0, digital & analog interfaces) o UA digital and analog sets o IP touch set,4008 and MyIC8082
AHL interface: o TCP/IP
5.2 Software configuration
Alcatel Communication Platform: OmniPCX Enterprise R10.1.1 (J260313f)
CS main IP address: 10.100.5.78
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Copyright © 2014 Alcatel-Lucent, All rights reserved
6 Summary of test results
6.1 Summary of main functions supported
Features Implemented & tested
CHECK-IN OK
ROOM MOVE Ok Note: FCS use checkout/checkin (Not H frame)
ROOM STATUS OK
MODIFICATION OK
WAKE-UP events OK
CALL TICKETS (SMDR) OK
DATA TRANSFER Not test
VOICE MAIL attribution OK
VOICE MAIL events OK
REINITIALIZATION OK
CHECK-OUT OK
6.2 Summary of problems None
6.3 Summary of limitations
None
6.4 Notes, remarks The tests are mainly based on Guest management, and only non regression test for room
management cases.
The individual testing feature (H Frame) can be realized, but FCS use checkout/check in for
room change.
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 14/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
7 Test Scenarios
7.1 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.
7.2 Result template The results table must be formatted as indicated in the example below:
7.2.1 Feature tested
Step Action REPLY message
expected from PBX N/A OK NOK Comment
1 . action 1
2 . action 2
The application waits for PBX timer or phone set hangs up
3 . action 3
4 . action 4
Relevant only if the CTI interface is a direct CSTA link
5 . action 5 No indication, no error message
… …
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8 Test Scenarios
8.1 Test procedure
8.1.1 PBX <--> PMS Check in with Guest Number (allocation on PBX) (mandatory in case of Guest management)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
CIC201 Generate a check-in without PWD
Reply= I with PWD
The PWD is proposed by the PBX
CIC202 Generate a check-in with PWD (PWD sent by the PMS)
Reply= I N/A
CIC203 Generate a check-in with an invalid room extension
Reply =INV JG
CIC204 Generate a check-in with Status PBX : No DID Number available
Reply=INV JG
CIC205 Generate a check-in with deposit Reply= I
CIC206 Generate a check-in with V.I. P. status
Reply= I
CIC207 Generate a check-in with language parameter
Reply= I
CIC208 Generate a check-in with wake-up call time
Reply= I
CIC209 Generate a check-in with Direct Output Restrictions (Class of service)
Reply= I
CIC210 Generate a check-in followed by an allocation with an invalid room extension
Reply= BR
CIC211 Generate a check-in with voice mail attribution
Reply= I
Result CHECK IN WITH GUEST NUMBER allocation on PBX
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Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.2 PBX <--> PMS Check in on Room Extension (mandatory in case of Room management)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
CIR101 Generate a check-in without PWD
Reply= I with Room
extension and PWD
CIR102 Generate a check-in with PWD (PWD sent by the PMS)
CIR103 Generate a check-in with an invalid Room Extension
Reply=INV JG
CIR104
Generate a check-in with an already checked-in Room extension
Reply=INV JA
CIR105 Generate a check-in with deposit
Reply=I
CIR106 Generate a check-in with V.I. P. status
CIR107 Generate a check-in with language parameter
CIR108 Generate a check-in with wake-up call time
CIR109 Generate a check-in with Direct Output Restrictions
Result CHECK IN ON ROOM EXTENSION
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Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.3 PBX <--> PMS ALLOCATION of an extension to a guest (mandatory in case of Guest management)
Step Action
REPLY message expected from PBX
N/A OK NOK Comment
ALL101
Allocation of a GUEST to an extension with room state = room cleaned
A checkin needs to be made first. This will associate a Guest to a physical number.
ALL102
Allocation of a GUEST to an extension with room state = room to be cleaned for a new guest or the same guest a) Execute ( PBX initialisation). b) Refuse (PBX initialisation).
a) execute with Reply=INV AO. b) Refuse with Reply=INV BO
a) Reply= AO b) Reply= BO
ALL103
Allocation of a GUEST to an extension with a GUEST NUMBER out of range ( it doesn't exist)
Reply=INV BG
Reply= BG
ALL104
Allocation of a GUEST to an extension with a GUEST NUMBER not checked-in.
Reply=INV BA
ALL105
Allocation of a GUEST to an extension with overbooking:a) With overbooking authorization on PBX.B) With no overbooking authorization on PBX.
a) execute with Reply=INV AO. b) Refuse with Reply=INV BU
Overbooking authorization is managed at User level (see Annex). For the test, allocate additional Guests.
ALL106
Allocation of a GUEST to an extension which is out of range ( ex: it doesn't exist).
Reply=INV BR
Reply= BR
ALL107
Allocation of a GUEST from a ROOM EXTENSION to another ROOM EXTENSION with DID and NONDID Guest numbers affected to both ROOMS.
Unicorn will not work in such case
ALL108 Allocation of a GUEST to a dynamic suite extension).
ALL109 Retire a GUEST of a ROOM EXTENSION
Not able to test
Result ALLOCATION of an extension to a guest
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Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.4 PBX <--> PMS Modification of Guest or Room configuration (mandatory in case of Guest management)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
MOC102 Modification of GUEST with NEW PWD (only for Guest)
MOC103 Modification of GUEST with an invalid GPIN (only for Guest)
Reply=INV NG
MOC104 Modification with an no checked- in GPIN (only for Guest)
Reply=INV NA
MOC107
Generate a chek-in with GPIN and an unavailable PWD (only for Guest)
Reply=INV NP
MOC108 Modification with deposit
MOC109 Modification of V.I. P. status
MOC110 Modification of language parameter
MOC111 Programmation on wake-up call time
MOC112 Modification and delation wake-up call time
MOC113 Wake-up call not answered
MOC114 Modification of Class of service
MOC115 Programation on wake-up call time from phone set
MOC116
Modification of message waiting status (Switch on the LED message)
MOC117 Modification of the name
MOC118 Modification in DND state
Result MODIFICATION of GUEST/ROOM configuration
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Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.5 PBX --> PMS Room status change (optional)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
STAT101 Room status message with maid identification code
STAT102 Room status message without maid identification code
Status 1 & 2 only are managed by the application (If different from 1: To be cleaned)
STAT103
Room status message with different status managed by the PMS: Ex: Maid arrives in the room, room has be cleaned for a new guest or the same guest etc….
Result ROOM STATUS change
Note : to perform a Room status change, enter the prefix followed by a digit between 0 and 9 and
release the line.
8.1.6 PBX <--> PMS Wake Up events (optional)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
WUP101 Wake-up message with normal answer from PMS
WUP102 Wake-up message with no answer
WUP103 Wake-up message with busy line
WUP104 Wake-up message with out of order line
WUP105 Wake-up message with cancellation
WUP106 Wake-up message generated by programming from a phone set
WUP107 Wake-up message generated by modification from a phone set
WUP108
Wake-up cancellation generated by modification message from a phone set
Result WAKE- UP events
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Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.7 PBX --> PMS Management of Call Tickets K frame (Extended Station Message Detail Recording) (optional)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
CAT101
SMDR message of a charged outgoing call with pulses and costs Call done on room extension
Pulses = OK Cost = OK Duration = OK
CAT102
SMDR message of a charged outgoing call with pulses or cost. Call done on booth extension .
Pulses = OK Cost = OK Duration = OK
CAT104
SMDR message of a transfered outgoing call from room to room with pulses or pulses
CAT105
SMDR message of a transfered outgoing call from an ADMIN extension to a GUEST with pulses or cost
CAT106 SMDR message of a non charged outgoing call (Call not answered)
Not stored in the database
CAT107 SMDR message of an incoming call
Not stored in the database
CAT108 SMDR message of a transfered incoming call
Not stored in the database
CAT110 Management SMDR messages for a Guest number
Per default, all SMDR messages are sent with their GPIN
CAT110 SMDR message of a transferred outgoing call from ROOM1 to ROOM2 which is forwarded on mail box
Per default, all SMDR messages are sent with their GPIN
Result Management of CALL TICKETS:
8.1.8 PBX --> PMS Management of Call Tickets J frame (Station Message Detail Recording) (Mandatory)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
CAT101
SMDR message of a charged outgoing call with pulses and costs Call done on room extension
Pulses = OK Cost = OK Duration = OK
CAT102
SMDR message of a charged outgoing call with pulses or cost. Call done on booth extension .
Pulses = OK Cost = OK Duration = OK
CAT104
SMDR message of a transfered outgoing call from room to room with pulses or pulses
CAT105
SMDR message of a transfered outgoing call from an ADMIN extension to a GUEST with pulses or cost
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CAT106 SMDR message of a non charged outgoing call (Call not answered)
Not stored in the database
CAT107 SMDR message of an incoming call
Not stored in the database
CAT108 SMDR message of a transfered incoming call
Not stored in the database
CAT110 Management SMDR messages for a Guest number
Per default, all SMDR messages are sent with their GPIN
CAT110 SMDR message of a transferred outgoing call from ROOM1 to ROOM2 which is forwarded on mail box
Per default, all SMDR messages are sent with their GPIN
Result Management of CALL TICKETS:
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Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.9 PBX --> PMS Data Transfer Management (optional)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
DAT101
Generates a DATA TRANSFER message by MiniBar prefix and with informations in data field .
Not test
DAT102
Generates DATA TRANSFER messages by MiniBar prefix with more than 20 characters in data field .It's possible by generating a # character, that permits to send immediatly a first DATA TRANSFER message followed by an other one with the rest of the character
Not test
DAT103 If more than one code is used, do the same tests for each code.
Not test
Result DATA TRANSFER Management
Not test
8.1.10 PBX <-- PMS Interrogation management followed by
PBX --> PMS Guest Telephone Account (optional)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
INT101 Asks for the GUEST or ROOM EXTENSION telephone accounts.
Not test
INT102
Asks for the GUEST or ROOM EXTENSION telephone accounts with GUEST Number or ROOM EXTENSION out of range.
Reply=INV RG
Not test
INT103
Asks for the GUEST or ROOM EXTENSION telephone accounts with GUEST Number or ROOM EXTENSION not checked-in.
Reply=INV RA
Not test
INT104
Asks for the GUEST or ROOM EXTENSION telephone accounts. Verify the management of Cost, Total Deposit and Guest balance.
Not test
Result INTERROGATION management followed by Guest Telephone Account.
Not test
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8.1.11 PBX <--> PMS Voice mail attribution (F records) (optional) Type of Omni Message: A4645
Step Action REPLY message
expected from PBX N/A OK NOK Comment
VAT101 Open a GUEST voice mail box
VAT102 Open a ROOM extension voice mail box
VAT103 Open a voice mail box on GUEST number out of range
Reply=INV WG
VAT104 Open a voice mail box on ROOM extension out of range
Reply=INV WG Not possible from the PMS
VAT105 Open a voice mail box on GUEST number non checked-in
Reply=INV WA
VAT106 Open a voice mail box on ROOM extension not checked in
Reply=INV WA
VAT107
Open a voice mail box on GUEST number with no more mail box available on PBX (this test is performed after the mail box is full)
Reply=INV WX Unicorn can’t simulate it. No such hotel feature.
VAT108
Open a voice mail box on ROOM EXTENSION with no more mail box available on PBX (this test is performed after the mail box is full)
Reply=INV WX Unicorn can’t simulate it. No such hotel feature.
VAT109
Open a voice mail box on GUEST with voice mail out of range or not linked on PBX (This test is performed by removing the directory voice mail number from hotel management)
Reply=INV WV Unicorn can’t simulate it. No such hotel feature.
VAT 110
Open a voice mail box on ROOM EXTENSION with voice mail out of range or not linked on PBX (This test is performed by removing the directory voice mail number from hotel management)
Reply=INV WV Unicorn can’t simulate it. No such hotel feature.
VAT 111
Open a voice mail box on GUEST number which already owns a mail box
Reply=INV WZ Reply = WZ
VAT 112
Open a voice mail box on ROOM extension which already owns a mail box
Reply=INV WZ
VAT 113
Open a voice mail box on GUEST number by generating a false code in action field.
Reply=INV WJ Unicorn can’t simulate it. No such hotel feature
VAT 114
Open a voice mail box on ROOM EXTENSION by generating a false code in action field.
Reply=INV WJ
Unicorn can’t simulate it. No such hotel feature
VAT 115
Open a voice mail box on GUEST number by generating a false code identification in the message
Reply=INV WK
Unicorn can’t simulate it. No such hotel feature
VAT 116 Open a voice mail box on ROOM EXTENSION by
Reply=INV WK
Unicorn can’t simulate it. No such hotel feature
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 24/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
generating a false code identification in the message
VAT 117
Close a GUEST voice mail box
VAT118 Close a ROOM extension voice mail box
VAT121
Close a GUEST voice mail box which has not consulted messages
Reply=INV WM
VAT122
Close a ROOM extension voice mail box which has not consulted messages
Reply=WM (The PBX must always Execute (Check-out if voice mail = True ) because the PMS does not take account the Reply record)
This item could not be verified because the PBX did not send the correct status at the moment
Result VOICE MAIL Attribution
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 25/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.12 PBX --> PMS Voice mail event (optional) Type of Omni Message : A4645
Step Action REPLY message
expected from PBX N/A OK NOK Comment
VEV101 Voice mail event after box is becoming empty.
VEV102
Voice mail event after a message has been deposited in an empty mail box.
1 voice message has been deposited
VEV103
Voice mail event after a message has been deposited in an non empty mail box.
The PMS is saying that there are some messages in the mail box. (No difference if there are more 1 message in the mail box)
VEV104
Voice mail event after a message deposit generates an overflow state..
VEV105
Voice mail event on a non allocated GUEST Number after a message has been deposited in an empty mail box..
VEV106
Voice mail event on a non allocated GUEST Number after a message has been deposited in an non empty mail box..
VEV107
Voice mail event on a non allocated GUEST: - Allocate the GUEST. - Listen messages and remove them.
VEV108
Listen messages on a non empty mail box after checking out the Room extension
The PMS does not take account anymore of the voice mail events after check-out.
VEV109
Check-in a guest or room extension which mail box isn’t empty.
Unicorn can’t simulate it. No such hotel feature
Result VOICE MAIL event
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 26/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.13 PBX <--> DYNAMIC SUITE (optional, relevant only in case of Guest management)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
SUI101
Create a suite with managing extension and moved slave extension
SUI102
Create a suite with managing extension and moved first level suite extension
SUI103
Create a suite with an out of range managing extension and moved slave extension
Reply INV SG
SUI104
Create a suite with a managing extension and a moved slave extension out of range
Reply INV SR
Reply= SR
SUI105
Create a suite with managing extension already in a suite
Reply INV SU
Reply= SU
SUI106 Allocate GUEST number to a suite
Reply= AO
SUI107 Substract a slaved extension from the suite
SUI108
Substract a slaved extension which doesn’t belong to the suite from the suite
Reply INV SU
Reply= SU
SUI109 Allocate a guest to a slave extension
Reply INV BU
Reply= BU, for allocation
SUI110
Create a suite with managing extension and moved slave extension on the PBX
Reply INV BU
Result DYNAMIC SUITE
8.1.14 PBX <--> PMS Check out with Guest number management (mandatory in case of Guest management)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
COC101 Check-out of a guest Number
COC102
Check-out of a guest which room line is busy . PBX configuration: execute the
command.
Reply = OE
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Copyright © 2014 Alcatel-Lucent, All rights reserved
COC103
Check-out of a guest which room line is busy . PBX configuration: refuse the
command.
Reply = PL The check-out is refused by the PMS
COC104
Check-out of a guest with not consulted messages in the associated voice mail box . PBX configuration: execute the
command.
Reply = OM Execute the command is imperative in PBX settings
COC105
Check-out of a guest with not consulted messages in the associated voice mail box . PBX configuration: refuse the
command.
Reply = PM Alert is played but room is checked out in PMS
COC106 Check Out of an invalid guest Number
Reply = PG
COC107 Check-out of a Not checked in guest Number
Reply = PA
COC108
Check Out of a ROOM EXTENSION with no guest allocated
Reply = PU
COC109 Verify metering bills by checking out a guest number
FCS use metering bill itself after check out
COC110
Verify metering bills by checking out a guest number which was transferred from one room to another room and called from each of them.
FCS use metering bill itself after check out
COC111
Verify metering bills by checking out a guest number which called from a booth extension
FCS use metering bill itself after check out
COC112
Check Out of a GUEST which is not allocated to a ROOM.
COC113 Check Out a Guest which has wakeup call setting
Result CHECK OUT GUEST NUMBER
8.1.15 PBX <--> PMS Check out with Room number management (mandatory in case of Room management)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
COR101 Check Out of ROOM extension
COR102
Check Out of a extension which room line is busy. PBX configuration: execute the command.
Reply = OL
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 28/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
COR103
Check Out of a room extension which room line is busy . PBX configuration: refuse the command.
Reply = PL he check-out is refused by the PMS
COR104
Check Out of a room extension with not consulted messages in the associated voice mail box . PBX configuration: execute the command.
Reply = OM Execute the command is imperative in PBX settings
COR105
Check Out of a room extension with not consulted messages in the associated voice mail box. PBX configuration: refuse the command.
Reply = PM Alert is played but room is checked out in PMS
COR106 Check Out of an invalid room extension
Reply = PG
COR107 Check Out of a Not checked in room extension
Reply = PA
COR108
Verify metering bills by checking out a room extension
Result
CHECK OUT WITH ROOM NUMBER MANAGEMENT
8.1.16 PBX <-- PMS Night Audit Request (optional)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
NAU101 Generate a NightAudit
Not test
Result NIGHT AUDIT REQUEST
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 29/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.17 PBX <-- PMS Reinit request // PBX --> PMS Re-init (recommended)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
REI101
Generate a re-init request for a Guest or a Room extension - Full guest re-init
Specify in the request the Guest or Room extension
REI102
Generate a re-init request for a Guest or a Room extension - Partial guest re-init
REI103
Generate a re-init request for a Guest or a Room extension out of range
Reply = INV TG
REI104
Generate a re-init request for a Guest or a Room extension not checked in
Reply = TA
REI105
Generate a re-init request for every GUESTS or ROOM extensions checked-in..:- Full guest re-init.
Not able to test
REI106
Generate a re-init request for every GUESTS or ROOM extensions checked-in..: - Partial guest re-init.
Not able to test
Result RE-INIT REQUEST
Note : the strings send back are the same for a Full guest or a Partial guest re-init.
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 30/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
8.1.18 Disruption of AHL Link (mandatory)
Step Action REPLY message
expected from PBX N/A OK NOK Comment
DIS101
Cut the link between PMS interface and the PBX : Generate some events like wake-up and call-tickets on PBX side. Establish the link and verify that the events are taken into consideration on PMS side
Cut Ethernet on PMS side and plug back, immediately have all events send by PBX
DIS102
Cut the link between PMS interface and the PBX : Generate some events like check-in, allocations on PMS side. Establish the link and verify that the events are sent to the PBX.
Not able to test. PMS will not send message when detect link down.
DIS103
Cut the link between PMS interface and the PBX : Generate some events like wake-up and call-tickets on PBX side until the buffer is full. Establish the link and verify that the events are taken into consideration on PMS side
Not able to simulated full
DIS104
Power off the PMS interface and generate some events on PBX side.Restart the interface and verify that the events are sent and taken in consideration on the PMS side
Immediately have all events send by PBX when recover.
DIS105
If the PMS is composed with several devices, the same tests has to be done by powering off and restarting separatly the different devices.
Result DISRUPTION OF AHL LINK
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 31/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
9 Appendix A : Application description
9.1 System OS and information
9.2 Unicorn Server and Version (1.2.7.1)
9.3 Interface Configuration
Under C:\Program Files (x86)\FCS\Unicorn\Control, config file AlcatelAHL-PABX.XML .
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 32/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Alcatel AHL interface ( Version 1.0.1017.59), see following screen:
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 33/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
9.4 Interacting with OmniPCX Enterprise : The application interacts with the OmniPCX Enterprise via TCP/IP & V24 AHL interfaces to manage hotel guest phone, real time billing of guest telephone call charges, wake up to the hotel Front Office System.
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 34/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
10 Appendix B: Alcatel-Lucent Communication Platform: configuration requirements
OXE hotel management, this is guest management based.
Application/hotel/Computer link Interface configuration = Master (TCP/IP) Interface configuration = Standard (V24)
Port V24 = /dev/rv24/b1/tty1 (45)
Transmission All Cost CDR/Tickets = No Of Room CDR/Tickets = Yes Of Administrative CDR/Tickets = No Of Room Status Tickets = Yes Of Check-In – Check-Out = Yes Of Attendant CDR/Tickets = No Of Voice Mail Information = Yes Of Wake-up Information = Yes Extended Tickets = Yes
No. Digits Guest Dir. = 5 digits FIFO size Alcatel Hotel Link = 500 frames Period for repeating message = 5
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 35/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Application/hotel
Management mode = Guest management Installation = Hotel
Public Network COS = 2 Time to be done = 24 Allow. Inter-room Calls Time = 24 Forb. For Inter-room Calls Time = 24 Pre-payment (deposit) = Yes Wake-Up = Yes Personal Code = Yes Name = Yes Multi-Occupancy = No Language = Yes Room not done = Yes VIP = No Management services Room Status Management = Yes Check-Out if Ext. Call = Yes (Mandatory) Check-Out if Voice Msg = Yes (Mandatory) Installation Room Personal Code = No
Accounting management Internal accounting = Yes Database storage = Yes
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 36/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Front Office Computer Parameters* Displayed value = Pulse or cost No. of last Masked Called Digits Usual Calls = 0 Filter : Outgoing Public PCX Calls Hotel/Hospital Billing Rating * First unit’s price = 0.11 Number of 1
st Units = 1
2nd
Unit’s price = 0.15 Number of second Units = 5 Last Unit’s Prices = 0.30 Accounting period Charge Scales = 2 (number of pulses) Duration = 5
User Management
ISDN Subscr. External + True Internal + True Display ext. calling number + True ISDN Teleservice + Phone Hotel-Set Function + Room Use Type Of Dir. No. + Normal Number Of Set Users : 1 => to authorize overbooking, set to value > 0 Multiline station + NO Dialled number masked + NO Routing Table : 0 Associated Videophone + False VIP (Very Important Pers.) + False Secretary Directory Number : 6404 Calls Priority : 0 PCBT Associated + NO
Urgent Call + NO
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 37/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Locks
Hotel guest sets Hotel AHL on V24 Accounting users
* Note : Settings used only to turn ‘duration’ into ‘pulse’ or ‘cost’.
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 38/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
11 Appendix C: Partner escalation process
Level 1 Support As the first point of contact to all users for FCS, Level 1 Helpdesk, our goal is to close the case as
soon as they are reported. However, in the event of complicated cases such as data corruption or
potential hardware break down that will require more in-depth troubleshooting work to be done, one
working day after the initial response, if the case is still outstanding on FCS’ end, the next course
of action will either be on site support or will be escalated to next level of support at HQ, with users
being notified via email from our E-Helpdesk System.
Level 2 Support Level 2 Support consists of on-site support, and is rendered by our Professional Services team. Level
2 Support will be despatched only if there is a need to troubleshoot hardware on-site, etc, after all
possibilities to resolve the issue remotely have been exhausted. Level 2 Support may be called upon
by either Level 1 or Level 3 Support.
NOTE: The response time for on-site support depends on the category of Support and Maintenance Agreement signed up.
Level 1 Support Escalated to HQ At Level 1 support, if cases are not able to be resolved and are pending on FCS’ end, they will be
escalated to HQ. At the Regional Level, our HQ’s goal as well, is to close the case as soon as
possible. Escalation to Level 3 Support will be one working day after HQ qualifies the case as
enhancement/customization or code change, with all the proper data and information gathered from
user, and users advised accordingly via email from our E-Helpdesk System.
Level 3 Support (Development) Our team of Technical Engineers at Development will conduct the issue study, developed and
followed by Q.A.; this takes an average of 3-5 working days before any patch can be implemented at
any site, depending on the complexity of the work involved.
For enhancement/customization, a quotation on the man days and timeline required for the
customization work and installation will be issued out by our Sales team. Development team starts
work once all the details have been agreed upon by customer and FCS.
ESCALATION URGENT IMPORTANT GENERAL
1st Level
Response Time
2 hours 4 hours 1 working day
1st Level
Escalation to HQ
2 hours after 1st Level 4 hours after 1
st Level
1 working day after 1
st Level
HQ Escalation to 3
rd Level
2 hours after escalation to HQ 4 hours after escalation to HQ
1 working day after escalation to HQ
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 39/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Any request or support issue reported and not responded within the Expected Response Time as stipulated above, customer may proceed to initiate the various levels of escalation to FCS accordingly by contacting the list of FCS personnel as provided in 5. Escalation Contacts. ESCALATION CONTACTS PHONE CONTACT FOR ESCALATION OF RESPONSE TIME & EMERGENCY CONTACT 1ST LEVEL ESCALATION
COUNTRY
NAME
PHONE NO
Australia
Daniel McCulloch
+612 82565600
daniel.mcculloch@planet1world.com
China
Ricky Huang
+86-18621682583
ricky.huang@planet1world.com
EMEA
Richard Stevenson
+44 870 770 7928
richard.stevenson@planet1world.com
Hong Kong
Irene Tan
+852-31958033
irene.tan@planet1world.com
India
Brinesh Kishore
+91 81 3010 0011
brinesh.kishore@planet1world.com
Malaysia
Anthony Chin
+60-126826607
anthony.chin@planet1world.com
North America
Sean Winterer
+1-8775192596
sean.winterer@planet1world.com
Singapore
Peter Tan
+65-96179585
peter.tan@planet1world.com
Thailand
Nattawat Harutaipreesakul
+66-816167330
nattawat.h@planet1world.com
2ND LEVEL ESCALATION
COUNTRY
NAME
PHONE NO
Australia
Brendon Smith Office No Mobile Phone No
+61-282565600 +61-411702839
brendon.smith@planet1world.com
China
Andy Yeung Mobile Phone No
+852-97473610 (HK) +86-13922128262 (China)
andy.yeung@planet1world.com
EMEA
Eric Rogers Office No Mobile Phone No
+44-1453872763 +44-7801498029
eric.rogers@planet1world.com
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 40/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Hong Kong
Shannon Lau Office No Mobile Phone No
+852 31958030 +852 96638391
shannon.lau@planet1world.com
India
Sudip Mukherjee Office No Mobile Phone No
+9111 42562900 +9199 58011395
sudip.mukherjee@planet1world.com
Malaysia
Jeya Ganesh Office No Mobile Phone No
+603 79537211 +6017 5824041
ganesh.palaniappan@planet1world.com
North America
Cris Davidson Mobile Phone No
+1678 8525911
cris.davidson@planet1world.com
Singapore
Vincent Lee Office No Mobile Phone No
+65-67236812 +65-93673701
vincent.lee@planet1world.com
Thailand
Theekha Leelaadisorn Office No Mobile Phone No
+66-26704151 +66-827965399
theekha.l@planet1world.com
3RD LEVEL ESCALATION
NAME
DESIGNATION
PHONE NO
Tom Dillon
Chief Executive Officer Office No
Malaysia: +603 79537288
tom.dillon@planet1world.com
Mimi Kam
VP of Operations Office No Mobile Phone No
+60-379537218 +60-123831583
mimi.kam@planet1world.com
OTHER IMPORTANT CONTACTS
NAME
DESIGNATION
PHONE NO
Akina Ho
VP of Strategy & Business Development
+852-31958001 +852-94306175
akina.ho@planet1world.com
Kelvin Seah
VP Sales and Channel Partner Program
+65 67236888 +65 91271811
kelvin.seah@planet1world.com
Steven Chua Global Channels Sales Director +(65) 67236805 +(65) 96582008
steven.chua@planet1world.com
Tan Teck Chew
Corporate Accounts Project
+65-67236819
teckchew.tan@planet
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 41/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
Manager
+65-83686884 1world.com
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 42/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
12 Appendix E: AAPP program
12.1 Alcatel-Lucent Application Partner Program (AAPP)
Complete e-business solutions at your disposal The 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 third-party 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 Allcatel-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 2 - page 43/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
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 http://applicationpartner.alcatel-lucent.com
12.2 Alcatel-Lucent.com You can access the Alcatel-Lucent website at this URL: http://www.Alcatel-Lucent.com/
Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 44/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
13 Appendix F: 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 45/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
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: https://private.applicationpartner.alcatel-lucent.com) 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 46/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
13.3 Escalation in all other cases These cases can cover following situations:
1. An InterWorking Report exist but is not valid (see Chap Erreur ! Source du renvoi
introuvable. “Validity of an Interworking Report”)
2. The 3rd
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 47/47
Copyright © 2014 Alcatel-Lucent, All rights reserved
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): http://applicationpartner.alcatel-lucent.com
e-Support from the Alcatel-Lucent Business Partners Web site (if registered Alcatel-Lucent Business Partners): https://businessportal.alcatel-lucent.com click under “Let us help you” the eService Request link
e-mail: Ebg_Global_Supportcenter@alcatel-lucent.com
Fax number: +33(0)3 69 20 85 85
Telephone numbers: Alcatel-Lucent Business Partners Support Center for countries:
Country Supported language Toll free number
France
French
+800-00200100
Belgium
Luxembourg
Germany
German Austria
Switzerland
United Kingdom
English
Italy
Australia
Denmark
Ireland
Netherlands
South Africa
Norway
Poland
Sweden
Czech Republic
Estonia
Finland
Greece
Slovakia
Portugal
Spain Spanish
For other countries:
English answer: + 1 650 385 2193 French answer: + 1 650 385 2196 German answer: + 1 650 385 2197 Spanish answer: + 1 650 385 2198
END OF DOCUMENT
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