alcatel-lucent application partner program inter-working … · 2018-01-30 · alcatel-lucent...

Alcatel-Lucent Application Partner Program – Inter-working report - Edition 1 - page 1/34

Copyright © 2013 Alcatel-Lucent, All rights reserved

Alcatel-Lucent Application Partner Program Inter-Working Report

Partner: Cetis Application type: Analog HOTEL Phone

Application name: Cetis E100 & E103 Alcatel-Lucent Platform: OmniPCX Enterprise

The product and release listed have been tested with the Alcatel-Lucent Communication Platform and the release specified hereinafter. The tests concern only the inter-working between the AAPP member’s product and the Alcatel-Lucent Communication Platform. The inter-working report is valid until the AAPP member’s product issues a new major release of such product (incorporating new features or functionality), or until Alcatel-Lucent issues a new major release of such Alcatel-Lucent product (incorporating new features or functionalities), whichever first occurs. ALCATEL-LUCENT MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE APPLICATION PARTNER PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, ALCATEL-LUCENT HEREBY EXPRESSLY DISCLAIMS ANY AND ALL REPRESENTATIONS, WARRANTIES OR CONDITIONS OF ANY NATURE WHATSOEVER AS TO THE AAPP MEMBER’S PRODUCT INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE AND ALCATEL-LUCENT FURTHER SHALL HAVE NO LIABILITY TO AAPP MEMBER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE.



Certification Overview

Date of the certification June 2013

Alcatel-Lucent’s representative Denis Lienhart

AAPP member representative Bruce Sibell

Alcatel-Lucent Communication Platform

OmniPCX Enterprise

Alcatel-Lucent Communication Platform release

R10.1.1 ( J2.603.20.i)

AAPP member application version NA

Application Category Terminals Hospitality dedicated hardware

Author(s): Denis Lienhart Reviewer(s): Rachid Himmi Revision History Edition 1: creation of the document – June 2013

Test results

Passed

Refused Postponed

Passed with restrictions

Refer to the section 6 for a summary of the test results.

IWR validity extension None



AAPP Member Contact Information

Contact name: Gerson Mendoza Title: Quality Assurance Manager Address: 5025 Galley Road Zip code: CO 80915 City: Colorado Springs, Country: USA Phone: 800.462.9446 Fax: 719.638.8815 Mobile Phone: Web site: www.cetisgroup.com Email address: [email protected]

http://www.cetisgroup.com/

mailto:[email protected]



TABLE OF CONTENTS

1 INTRODUCTION .................................................................................................................................... 5

2 VALIDITY OF THE INTERWORKING REPORT ............................................................................. 6

3 LIMITS OF THE TECHNICAL SUPPORT ......................................................................................... 7

3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS ............................................................................. 7

4 APPLICATION INFORMATION .......................................................................................................... 8

5 TEST ENVIRONMENT .......................................................................................................................... 9

5.1 HARDWARE CONFIGURATION ............................................................................................................ 10 5.2 SOFTWARE CONFIGURATION .............................................................................................................. 11

6 SUMMARY OF TEST RESULTS ........................................................................................................ 12

6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ...................................................................................... 12 6.2 SUMMARY OF PROBLEMS ................................................................................................................... 12 6.3 SUMMARY OF LIMITATIONS ............................................................................................................... 12 6.4 NOTES, REMARKS .............................................................................................................................. 12

7 TEST RESULT TEMPLATE ................................................................................................................ 13

8 TEST RESULTS ..................................................................................................................................... 14

8.1 GENERIC TESTS ................................................................................................................................ 14 8.1.1.1 Test objectives ...................................................................................................................... 14 8.1.1.2 Test procedure ....................................................................................................................... 14

8.1.2 Local telephonic features .......................................................................................................... 16 8.1.2.1 Test objectives ...................................................................................................................... 16 8.1.2.2 Test procedure ....................................................................................................................... 16

8.1.3 Voice mail in general mode ...................................................................................................... 17 8.1.3.1 Test objectives ...................................................................................................................... 17 8.1.3.2 Test procedure ....................................................................................................................... 17

8.2 HOTEL / HOSPITAL TESTS ................................................................................................................. 18 8.2.1.1 Test objectives ...................................................................................................................... 18 8.2.1.2 Test procedure ....................................................................................................................... 18

8.2.2 Wake up in hotel mode .............................................................................................................. 20 8.2.2.1 Test objectives ...................................................................................................................... 20 8.2.2.2 Test procedure ....................................................................................................................... 20

8.2.3 Voice mail in hotel mode ........................................................................................................... 22 8.2.3.1 Test objectives ...................................................................................................................... 22 8.2.3.2 Test procedure ....................................................................................................................... 22

9 APPENDIX A : PARTNER APPLICATION DESCRIPTION .......................................................... 23

10 APPENDIX B: ALCATEL-LUCENT COMMUNICATION PLATFORM: CONFIGURATION

REQUIREMENTS.......................................................................................................................................... 24

11 APPENDIX C: PARTNER ESCALATION PROCESS .................................................................. 28

12 APPENDIX D: AAPP PROGRAM ................................................................................................... 29

12.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)......................................................... 29 12.2 ALCATEL-LUCENT.COM ..................................................................................................................... 30

13 APPENDIX E: AAPP ESCALATION PROCESS ........................................................................... 31

13.1 INTRODUCTION .................................................................................................................................. 31 13.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ............................................................. 32 13.3 ESCALATION IN ALL OTHER CASES ..................................................................................................... 33 13.4 TECHNICAL SUPPORT ACCESS ............................................................................................................ 34



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.

https://businessportal.alcatel-lucent.com/

https://applicationpartner.alcatel-lucent.com/



2 Validity of the InterWorking Report This InterWorking report specifies the products and releases which have been certified. This inter-working report is valid unless specified until the AAPP member issues a new major release of such product (incorporating new features or functionalities), or until Alcatel-Lucent issues a new major release of such Alcatel-Lucent product (incorporating new features or functionalities), whichever first occurs. A new release is identified as following:

a Major Release” is any x. enumerated release. Example Product 1.0 is a major product release.

a “Minor Release” is any x.y enumerated release. Example Product 1.1 is a minor product release

The validity of the InterWorking report can be extended to upper major releases, if for example the interface didn’t evolve, or to other products of the same family range. Please refer to the “IWR validity extension” chapter at the beginning of the report.

Note: The InterWorking report becomes automatically obsolete when the mentioned product

releases are end of life.



3 Limits of the Technical support

Technical support will be provided only in case of a valid InterWorking Report (see chapter 2

“Validity of the InterWorking Report) and in the scope of the features which have been certified. That scope is defined by the InterWorking report via the tests cases which have been performed, the conditions and the perimeter of the testing as well as the observed limitations. All this being documented in the IWR. The certification does not verify the functional achievement of the AAPP member’s application as well as it does not cover load capacity checks, race conditions and generally speaking any real customer's site conditions.

Any possible issue will require first to be addressed and analyzed by the AAPP member before being escalated to Alcatel-Lucent. For any request outside the scope of this IWR, Alcatel-Lucent offers the “On Demand Diagnostic” service where assistance will be provided against payment. For more details, please refer to Appendix F “AAPP Escalation Process”.

3.1 Case of additional Third party applications

In case at a customer site an additional third party application NOT provided by Alcatel-Lucent is included in the solution between the certified Alcatel-Lucent and AAPP member products such as a Session Border Controller or a firewall for example, Alcatel-Lucent will consider that situation as to that where no IWR exists. Alcatel-Lucent will handle this situation accordingly (for more details, please refer to Appendix F “AAPP Escalation Process”).



4 Application information Application family: Analog Hotel Phone Application commercial name: Cetis E100 & E103 Application version: Interface type: Analog line Brief application description:

E Series Designed and engineered in America, our stunning new micro-footprint single and

two-line E Series cordless telephones were originally designed to save space in cruise ship staterooms. They provide the perfect complement to flat screen monitors and televisions in the office or guest room and leave ample room for other appliances on the office desktop or nightstand. Colors: Ash or Black



5 Test environment Figure 1 Test environment for E100

Node 1

OmniPCX Enterprise

Spatial redudancy

Passive communication server

Node 2

OmniPCX Enterprise

Single call server

Node1 phones

Node2 phones

ABCF/IP

hybrid link

Simulated PSTN

network

Partner phone

under testCetis

E100

Figure 2 Test environment for E103

Node 1

OmniPCX Enterprise

Spatial redudancy

Passive communication server

Node 2

OmniPCX Enterprise

Single call server

Node1 phones

Node2 phones

ABCF/IP

hybrid link

Simulated PSTN

network

Partner phone

under test

Cetis

E103



5.1 Hardware configuration

Alcatel-Lucent Communication Platform:

Node1: o OmniPCX Enterprise common hardware CS o GD o Duplicated call servers : 10.1.8.1 and 10.10.10.50 o Passive Call Server (PCS) : 10.10.11.150 o Spatial redundancy (Different IP sub networks) o Release : R10.1.1 - j2.603.20.i o e-Z32 & e-Z32-2 o PRA T2 (ISDN Access) o MIX 4/8/4 (ISDN T0, digital & analog interfaces) o UA digital and analog sets

Node2:

o OmniPCX Enterprise common hardware CS o GD o Single CPU : 10.1.9.50 o Release : R9.1 - i1.605.32

: Setup Details:

Setup Information

Module Details

Primary OXE 10.1.8.1

Secondary OXE 10.10.10.50

Voicemail No 31300

Attendant prefix ***

IPTouch & IPDSP No 1293,1292

Cetis E100 & E103 Analog phone 1294,1291

Yealink SIP No 1295

UA set 1296

Crystal 12



Crystal Hardware Shelf details: Crystal 13

5.2 Software configuration

Alcatel Communication Platform: OmniPCX Enterprise R10.1.1 - j2.603.20.i

Partner Application : Cetis Analog phone



6 Summary of test results

6.1 Summary of main functions supported

Features Status Comments

Basic calls in general mode OK

Local telephonic features OK

Voice mail in general mode OK The OXE configuration must be adapted for MWI on Common Hardware

Basic calls in hotel mode OK

Wake-up in hotel mode OK

Voice mail in hotel mode OK

6.2 Summary of problems

None

6.3 Summary of limitations None

6.4 Notes, remarks Please refer the Appendix B (MWI management) for Voice Mail testcases.



7 Test Result Template The results are presented as indicated in the example below:

Test Case

Id Test Case N/A OK NOK Comment

1

Test case 1

Action

Expected result

2

Test case 2

Action

Expected result

The application waits for PBX timer or phone set hangs up

3

Test case 3

Action

Expected result

Relevant only if the CTI interface is a direct CSTA link

4

Test case 4

Action

Expected result

No indication, no error message

… …

Test Case Id: a feature testing may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Test Case: describes the test case with the detail of the main steps to be executed the and the expected result N/A: when checked, means the test case is not applicable in the scope of the application OK: when checked, means the test case performs as expected NOK: when checked, means the test case has failed. In that case, describe in the field “Comment” the reason for the failure and the reference number of the issue either on Alcatel-Lucent side or on Application Partner side Comment: to be filled in with any relevant comment. Mandatory in case a test has failed especially the reference number of the issue.



8 Test Results The tests are performed with two different country configurations: 1. Country = US 2. Country =France Generic Tests are performed when the phone is configured as Administrative set. Hotel mode tests are performed after the phone is assigned to Guest during Check-in.

8.1 Generic tests These tests check the phones behavior for generic features like basic calls and telephonic features.

Basic calls in general mode

8.1.1.1 Test objectives

These tests check the phone behavior during basic incoming and outgoing calls from and to different kind of phone set types (SIP, IPTouch, UA) with different call releases (during ringing, by caller, by callee) and with or without a second incoming call.

8.1.1.2 Test procedure

Test Case


1

Call from and to an Analog phone

1. The phone calls another analog phone 2. The phone is called by a SIP phone

Checks :

1. In both cases, check the display and audio during alls steps (dialing, ring back tone, conversation and release

2

Call from and to an IPTouch

Same as 1 but with an IPTouch

3

Call from and to an UA phone

Same as 1 but with an UA phone

4

Incoming call released by the caller during ringing

The analog caller releases the incoming call to the phone before the called takes the call.

5 Call released by the phone



Test Case


The analog phone releases the call after a conversation period

6

Call released by the other phone

The other phone releases the call after a conversation period

7

Call from and to an external number (T0/T2)

Call is properly established Check that the external ringing is applied to the set

8

Call from and to an attendant Make a call from the attendant set. Answer the call in the analog set. Check whether the call is established properly.

9

Incoming external call (T0/T2 for example) to an attendant phone set which transfers the call to the analog phone

Call is properly established

10

Outgoing call from an analog phone to an attendant which transfers to an external number (T0/T2 for example)




8.1.2 Local telephonic features


These tests check the phone behavior during phone local telephonic feature use like forward, on hold, transfer, voice mail interactions, conference.


Test Case


1

Enquiry / Broker call (Using Flash Key and Suffix 1. The phone has one active conversation. 2. Press the Flash key and verify that the on-

Hold music or tone is played to the other party and gets dial tone to make the second call.

3. Call a third party and answer the call 4. Use the Flash key and suffix 1 to switch

from one call to the other and verify that 2 way voice path is established

Flash key is available below the face plate in both the phone models.

2

Broker call (using Hold Key)

1. The phone has one active conversation 2. Press the Hold key and verify that the on-

Hold music or tone is played to the other party

3. Call a third party using the Line 2 key and answer the call

Use the Hold key and Line keys to switch from one call to the other and verify that 2 way voice path is established

3

Conference key

1. The phone has one active conversation in Line1 and initiates another call by using hold and Line2 key.

5. When the phone has two active calls on Line 1 and Line 2, initiate conference using the key available on the phone.

6. Check the audio in the conference.

There is no conference key available plate in both the phone models.

4

Programming the memory keys in the Phone

1. Program the available memory keys(like

hospital, restaurant etc) with various numbers

2. Press the corresponding key(s) and verify the calls are getting through.

5

Redial Key

1. Make a call 2. Press the Redial key and check that the

right destination is called



8.1.3 Voice mail in general mode


These tests check the phone behavior when interworking with the OXE 4645 voicemail. The Message Waiting Indication management might be adapted to the set, please refer to Appendix B.


Test Case


1

Voice mail message signalization

1. Call the phone and leave a message to its voice mail for example by forwarding the phone to the voice mail.

Checks :

2. Check that the message is indicated on the phone (led blinks normally or display) and that there is no ringing of the phone

3. To be checked on common hardware and eZ32-2

Please refer the MWI management in Appendix B to avoid the beep during MWI. on Common Hardware

2

Voice mail message listening

1. Press the voice mail key and interacts with the voice mail to listen to the message.

Checks :

1. Check the led or display does not show any new message as soon as the last one is read

The voice mail (OXE 4645) number is configured in the phone.

3

Voice mail message deposit

1. The phone calls another phone forwarded to the voice mail.

2. He leaves a message

Checks : 1. Check the interaction between the phone

and voice mail 2. Listen to the message from the other phone

4

Voice mail message deposit. Suffix 8 Checks :

1. Check the phone can leave a voice message to a phone which is already in conversation thanks to OXE suffix.



8.2 Hotel / Hospital tests These tests check the phones behavior for Analog phone specific Hotel/Hospital features like provisioning, check-in and out, do not disturb, wake-up, forward, auto assignation and calls.

Basic Calls in hotel mode


These tests check the phone behavior during calls between rooms, from and to an administrative set, external outgoing call. It also checks the transfer feature.


Test Case


1

Analog room phone set to another Analog room phone set (different rooms)

Using guest and room numbers

2

Analog room phone set to an administrative phone set and vice versa

Using guest and room numbers

3

Analog room phone set to an external number (T0/T2 for example) and vice versa

4

Analog suite phone set to an external number (T0/T2 for example) and vice versa Checks :

1. Try with the master and several phone sets

5

Analog booth phone set to an external number (T0/T2 for example) and vice versa

6

Analog room phone set to an attendant and vice versa


7

Incoming external call (T0/T2 for example) to an attendant phone set which transfers the call to the Analog room phone


8

Outgoing call from an Analog phone to an attendant which transfers to an external call (T0/T2 for example)




Test Case


9

Call back on no answer / busy. Suffix: 5

1. Call another phone already in conversation (or does not answer – check both).

2. The phone set uses the call back suffix to be recalled.

Checks :

1. Check the call back query is taken into account and processed

10

Enquiry call: Flash Checks :

1. Check the phone can make a second call while already in conversation using Flash, then dialling the second call

Flash key is available below the face plate in both the phone models

11

Broker call: Flash + Suffix 1 Checks :

1. Once an enquiry call has been made, check the phone can switch between two calls using Flash and OXE suffix

12

Conference: Flash + Suffix 3 Checks :

1. Once an enquiry call has been made, check the phone can establish a three party conference using Flash and OXE suffix

13

Room phone goes off hook 1 Configure in Hotel menu the telephone number of the reception 2 Sent a message to the analog phone

Checks :

3 Check the MWI indication on the phone 4 Go off-hook, and check that after a timer, the reception is called 5 Answer the call and check the conversation is established



8.2.2 Wake up in hotel mode


These tests check the phone behavior in case of "Wake up" activation / deactivation (on the phone itself or from an administrative phone).


Test Case


1

Wake Up is activated on the room Analog phone

1. On the room Analog phone the Wake Up is activated thanks to the prefix 506

Checks :

1. When the wake up time arrives, the phone rings

2. When the picked up, the voice guide is displayed

2

Wake Up is deactivated on the room Analog phone

1. On the room Analog phone the Wake Up is deactivated thanks to the prefix 507

Checks :

1. When the previous wake up time arrives, nothing appends on the phone set

3

Suite Wake Up is activated on a suite Analog phone

1. On the suite master Analog phone the suite Wake Up is activated thanks to the prefix 584

Checks :

1. When the wake up time arrives, the entire suite phones are ringing.

2. When picking up on one phone, the voice guide is played and all the other phones stop ringing

3. Test also the activation from slave suite phones. Behavior is the same

4

Room Wake Up is activated on a suite Analog phone

1. On the suite master Analog phone the suite Wake Up is activated thanks to the prefix 506

Checks :



Test Case


1. When the wake up time arrives, only the suite phone on which the wake up has been set is ringing. All the other suite phones do not.

2. When picking up on one phone, the voice guide is played.

3. Test also the activation from slave suite phones. Behavior is the same

5

Suite Wake Up is deactivated on a suite Analog phone

1. On the suite master Analog phone the Wake Up is deactivated thanks to the prefix 585

Checks :

1. When the wake up time arrives, nothing appends on the phone sets (master and slaves).

2. Test also the deactivation from slave suite phones. Behavior is the same



8.2.3 Voice mail in hotel mode


These tests check the phone behavior when interworking with the OXE 4645 voicemail. The Message Waiting Indication management might be adapted to the set, please refer to Appendix B.


Test Case


1

Voice mail message signalization

2. Call the phone and leave a message to its voice mail for example by forwarding the phone to the voice mail.

Checks :

4. Check that the message is indicated on the phone (led blinks normally or display) and that there is no ringing of the phone

5. To be checked on common hardware and eZ32-2

Please refer the MWI management in Appendix B to avoid the beep during MWI. on Common Hardware

2

Voice mail message listening

2. Press the voice mail key and interacts with the voice mail to listen to the message.

Checks :

2. Check the led or display does not show any new message as soon as the last one is read

The voice mail (OXE 4645) number is configured in the phone.



9 Appendix A : Partner Application description Cetis E100

Analog Telephone. E Series line-powered, analog corded telephones are amazingly small in size. Originally designed and engineered in America for cruise ship applications, E Series phones meet the highest standards of quality, durability, and innovation. And since their smaller footprint requires less plastic, we use less energy in the manufacturing process. Colors: Ash or Black.

Cetis E103



10 Appendix B: Alcatel-Lucent Communication Platform: configuration requirements

Access to Hotel application: to configure the hotel application parameters.



Creation of a room Analog set: add a Analog user

Configuration of the hotel parameters: under mgr / Application / Hotel

Configuration of the multi occupation type: under mgr / Application / Hotel / Numerical parameters



Configuration of the suite wake up type: under mgr / Application / Hotel / Numerical parameters

Configuration of a suite: under mgr / Application / Hotel / Hotel suite

Access to the hotel application menu: use 'hotmenu' command



MWI Management

By default in OXE, the MWI ring trigger pattern to make the LED blinking is:

60ms (ring) --> 1000ms (off) --> 60ms (ring)

This is configurable in the System parameters at tones level.

These models of Cetis phones are designed the MWI ring trigger pattern to make the LED blinking is: (40ms (ring) 120ms (off)

The following screen captures show 40 ms ring and 120msoff:

For Common Hardware SLI and MIX boards, the tone concerned is 212 and must be configured as following, otherwise a short beep will be heard when the LED is activated.

Tone no : 30, duration 4 means 4*10ms ring

Tone no: 0 duration 12 means 12*10ms off

For Crystal Hardware Z32 and eZ32, eZ32-2, the tone concerned is number 181.but the beep was not heard with the default configuration.

These values might be adapted depending on the design of the phone.



11 Appendix C: Partner escalation process Please refer all technical inquiries to Cetis SIP Support Team. Contacts provided for escalation process are available 8:00AM to 5:00PM Pacific Time, Monday through Friday, excluding Holidays. Andy York SIP Support Specialist email: [email protected] V: 719-638-8821

F: 719-638-8815

SIP Support Team email: [email protected] V: 719-638-8821 F: 719-638-8815





12 Appendix D: AAPP program

12.1 Alcatel-Lucent Application Partner Program (AAPP) Complete e-business solutions at your disposal The Alliance & Application Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel-Lucent's Omni product family. The program provides tools and support for developing, verifying and promoting compliant 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 Alcatel-Lucent Application Partner Program covers a wide array of third-party applications/products designed for voice-centric and data-centric networks in the enterprise market, including terminals, communication applications, mobility, management, security, …



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/

http://applicationpartner.alcatel-lucent.com/

http://www.alcatel.com/



13 Appendix E: AAPP Escalation process

13.1 Introduction

The purpose of this appendix is to define the split of responsibilities and the escalation process to be applied by the Alcatel-Lucent Business Partners when facing a problem with a solution involving an Alcatel-Lucent platform and a Third-Party application with or without a valid Alcatel-Lucent Inter-Working Report. If a problem occurs on an installation involving Alcatel-Lucent platforms and a certified product or application, both parties, Alcatel-Lucent and the Application Partner, are engaged as follows:

(*) The Application Partner Business Partner can be a Third-Party company or the Alcatel-Lucent Business Partner itself



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.

https://private.applicationpartner.alcatel-lucent.com/

https://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/products/Listing.jspx?DOCTYPE=Technical_Documentation/Interworking_Reports&RESULTSBYPAGE=25&BOXES=partner,product&OPENFOLDER=doctype.Interworking_Reports&_afPfm=2

https://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/products/Listing.jspx?DOCTYPE=Technical_Documentation/Interworking_Reports&RESULTSBYPAGE=25&BOXES=partner,product&OPENFOLDER=doctype.Interworking_Reports&_afPfm=2



13.3 Escalation in all other cases

These cases can cover following situations:

1. An InterWorking Report exist but is not valid (see Chap 2 “Validity of an Interworking

Report”)

2. The 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 3rd

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.



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: [email protected]

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

http://applicationpartner.alcatel-lucent.com/

https://businessportal.alcatel-lucent.com/


alcatel-lucent application partner program inter-working … · 2018-01-30 · alcatel-lucent...

Documents