33
Alcatel Applications Partner Program Inter-Working Report Partner: SLIT! Application type: PABX Management Application name: NovaCom The product and version listed have been tested with the Alcatel Communication Server and the version specified hereinafter. The tests concern only the inter-working between the Application Partner product and the Alcatel 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 issues a new version of such Alcatel product (incorporating new features or functionality), whichever first occurs. ALCATEL MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE APPLICATION PARTNER PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, ALCATEL 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 FURTHER SHALL HAVE NO LIABILITY TO APPLICATION PARTNER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE.

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Alcatel Applications Partner Program

Inter-Working Report

Partner: SLIT!

Application type: PABX Management

Application name: NovaCom

The product and version listed have been tested with the Alcatel Communication Server and the version specified hereinafter. The tests concern only the inter-working between the Application Partner product and the Alcatel 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 issues a new version of such Alcatel product (incorporating new features or functionality), whichever first occurs. ALCATEL MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE APPLICATION PARTNER PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, ALCATEL 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 FURTHER SHALL HAVE NO LIABILITY TO APPLICATION PARTNER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE.

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Alcatel Applications Partner Program – Inter-working report Copyright © 2003, 2004 Alcatel, All rights reserved

Edition 1 – Page 2

Tests identification

Date of the tests 14 th october 2004

Alcatel’s representative Bruno Fouarge

Partner’s representative Eric Galley

Alcatel Communication Platform (OmniPCX 4400/Enterprise, OmniTouch, OmniPCX Office, ...)

OmniPCX Enterprise

Alcatel compatibility release R6.0

Partner’s application version 3.1

Environment (if it has a sense)

Author(s): Bruno Fouarge Reviewer(s): Rachid Himmi

Historic Edition 1: creation of the document – 10-15-2004

Test results

Passed

Refused Postponed

Passed with restrictions

Refer to the section 4 for a summary of the test results.

ACD Business

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Company Contact Information

Contact name: M. LARDY François

Title: Technical manager

Address 1: SLIT

Address 2: 36 bd des canuts City: LYON

State:

Zip: 69004

Country: France

Country code:

Phone: +33.(0)4.72.10.16.48

Fax: +33.(0)4.78.27.97.34

Web address: http://www.slit.fr

E-mail: [email protected]

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TABLE OF CONTENTS

1 INTRODUCTION.................................................................................................................................... 6

2 APPLICATION INFORMATION........................................................................................................... 7

3 TESTS ENVIRONMENT ..................................................................................................................... 10

3.1 GENERAL ARCHITECTURE ................................................................................................................ 10 3.2 HARDWARE CONFIGURATION ........................................................................................................... 11 3.3 SOFTWARE CONFIGURATION ............................................................................................................ 11

4 SUMMARY OF TEST RESULTS ...................................................................................................... 12

4.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED .................................................................................... 12 4.2 SUMMARY OF PROBLEMS ................................................................................................................. 12 4.3 SUMMARY OF LIMITATIONS .............................................................................................................. 12 4.4 NOTES, REMARKS ............................................................................................................................ 12

5 TEST SCENARIOS.............................................................................................................................. 13

5.1 TEST PROCEDURE ............................................................................................................................ 13 5.2 RESULT TEMPLATE........................................................................................................................... 13

6 TESTING............................................................................................................................................... 14

6.1 SURVEILLANCE / RECOVERY ............................................................................................................ 14 6.1.1 Test objectives......................................................................................................................... 14 6.1.2 Test procedure ........................................................................................................................ 14

6.2 DETAILED DESCRIPTION OF THE AVAILABLE OPERATIONS ................................................................ 15 6.2.1 login ........................................................................................................................................ 15 6.2.2 logout ...................................................................................................................................... 15 6.2.3 getPbxList ............................................................................................................................... 16 6.2.4 loadPhoneBook....................................................................................................................... 16 6.2.5 getPhoneBook ......................................................................................................................... 16 6.2.6 loadSubscribers....................................................................................................................... 16 6.2.7 getSubscribersList................................................................................................................... 17 6.2.8 getSubscriber .......................................................................................................................... 17 6.2.9 setSubscriber........................................................................................................................... 18 6.2.10 createSubscriber ..................................................................................................................... 19 6.2.11 deleteSubscriber...................................................................................................................... 19 6.2.12 setSecretCode.......................................................................................................................... 20 6.2.13 loadExternalSubscribers......................................................................................................... 20 6.2.14 getExternalSubscribersList ..................................................................................................... 20 6.2.15 getExternalSubscriber............................................................................................................. 20 6.2.16 setExternalSubscriber ............................................................................................................. 20 6.2.17 createExternalSubscriber........................................................................................................ 21 6.2.18 deleteExternalSubscriber ........................................................................................................ 21 6.2.19 getSecondarySubscribersList .................................................................................................. 21 6.2.20 getSecondarySubscriber ......................................................................................................... 21 6.2.21 setSecondarySubscriber .......................................................................................................... 22 6.2.22 createSecondarySubscriber .................................................................................................... 22 6.2.23 deleteSecondarySubscriber..................................................................................................... 22 6.2.24 getAllEntities........................................................................................................................... 22 6.2.25 getAllCostCenters ................................................................................................................... 22 6.2.26 getAllPickupGroups................................................................................................................ 23 6.2.27 getAllAvailableLanguages ...................................................................................................... 23

APPENDIX A : APPLICATION DESCRIPTION .................................................................................... 24

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APPENDIX B: ALCATEL COMMUNICATION PLATFORM: CONFIGURATION

REQUIREMENTS........................................................................................................................................ 26

APPENDIX C: AAPP PROGRAM, DOCUMENTATION AND TECHNICAL ASSISTANCE .......... 27

APPENDIX D: ESCALATION PROCESS IN CASE OF PROBLEM WITH A QUALIFIED

EXTERNAL APPLICATION (REFERENCED IN THE AAPP) ............................................................ 31

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1 Introduction

The goal of these tests is to qualify an external application as an Alcatel Applications Partner

Program solution for the Alcatel Communication Platform. The scope of the tests is the interoperability of the application with the Alcatel Communication Platform. It covers a basic or complex inter-working to ensure that services requested by the application and provided by the Communication Platform (and/or conversely) are properly completed. These tests do not verify the functional achievement of the application as well as they do not cover load capacity checks, race conditions and generally speaking any real customer's site conditions. The tests done verify that the application uses the features of the PBX Management XML API, and verify the interaction with the PBX.

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2 Application information

Application type: Hospitality/Healthcare,

Application commercial name: NovaCom

Application version: 3.1

Interface type: XML Management

Interface version : R2.0

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Brief application description: This application allows the creation, the modification of PBX user, PBX secondary user and the user class of service. The following XML Management interfaces are used to perform thoses features.

login framework

login pbx management

getpbxlist

logout pbx management

logout framework

getsubscriber

getsecondarysubscriberslist

deletesecondarysubscriber

setsubscriber

createsecondarysubscriber

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Figure 1 Global architecture

Client machines

Application server(s)

LAN

Alcatel Communication

Platform

PSTN

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3 Tests environment

3.1 General architecture The tests are performed on the Alcatel TSS Applications International platform in the following environment:

Figure 2 Tests environment

Alcatel Communication

Platform Client machine Application

server

LAN

PSTN

Alcatel Communication Platform:

• name: valtho

• IP address: 172.25.32.30

Application server:

• name: SERVEUR_AAPP

• domain: TESTPS

• IP address: 172.25.32.11

Client application platform:

• name: AAPP_CLIENT

• domain: TESTPS

• IP address: 172.25.32.181

available IP addresses: 192.168.65.251 and 192.168.65.252

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3.2 Hardware configuration

• Alcatel Communication Platform: CPU6; ISDN T2 and PCM interfaces, UA and Z interfaces, digital and analogues sets, DECT sets.

• Server application: Athlon 2500+ Nforce2 - 512MB RAM

• Application platform:

3.3 Software configuration

• Alcatel Communication Platform: OmniPCX Enterprise 6.0

• Server application: Windows 2000 SP3 French

• Application platform:

.

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4 Summary of test results

4.1 Summary of main functions supported The main functions supported are :

• User creation

• User modification

• User class of service modification

• Secondary user creation

• User delete

• Secondary user delete

4.2 Summary of problems No problem have been see in the application.

4.3 Summary of limitations The application doesn’t support the management of external subscriber, cost center, pickup group and the different languages available on the PABX.

4.4 Notes, remarks This application is based on the XML management APIs. This APIs allows the affectation of a user to an existing handset, not the creation of the handset. To use this application, the PBX manager has to create a handset pool of phones, and to allow them using the application.

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5 Test Scenarios

5.1 Test procedure

Step Action N/A Result Origin of the problem Comment

Step: a test may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Step 0 when present represents the initial state for all the following steps.

Action: describes which action to realize in order to set-up the conditions of the test.

N/A: the step within this test is not applicable to this application. This has to be filled in only if the test is checked as mandatory in the applicability box. In that case, the column comment must indicate the reason of the non-applicability (e.g.: service not supported).

Result: describes the result of the test from an external point of view. If it is positive, it describes which application's trigger was checked. If it is negative, it describes as precisely as possible the problem.

Origin of the problem: this column has to be filled in when a problem occurs during the test. It must contain a high level evaluation of the localization of the responsibility: Alcatel or the Partner.

���� it is not intended during this test session to debug and fix problems.

5.2 Result template The results table must be formatted as indicated in the example below:

Step Action N/A Result Origin of the

problem

Comment

1 . action 1 OK

2 . action 2

OK

The application waits for PBX timer or phone set hangs up

3 . action 3 OK

4 . action 4

X

Relevant only if the CTI

interface is a direct CSTA

link

5 . action 5 NOK

No indication, no error message

… …

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6 Testing

6.1 Surveillance / recovery

6.1.1 Test objectives

Check how will react the application in case of a network link disconnection between the application

and the APIs Framework.

6.1.2 Test procedure

Step Action N/A Result Origin of the

problem

Comment

1 Disconnect the IP link of the clent PC, and try to create a new user

OK

The application shows that the result is not

NOK

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6.2 Detailed description of the available operations

6.2.1 login

Open a Pbx Management "session". This operation controls the right of the user and get a license that will allow this user to manage the PBX.

Step Action N/A Result Origin of the

problem

Comment

1 Execute a login using the application

OK

6.2.2 logout

Close the PBX Management session and release the license.

Step Action N/A Result Origin of the

problem

Comment

1 Logout using the application, and verify it in the framework

OK

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6.2.3 getPbxList

Obtain the list of the available PBX. The returned list contains the names of the all PBX that can be managed. Those names will be used in all subsequent operations.

Step Action N/A Result Origin of the

problem

Comment

1 Verify that using the application, you can manage all the PBX specify in the framework

Not tested

6.2.4 loadPhoneBook

Load the phone book from a given PBX. This operation loads all phone-book entries (according to the applied filters) from the PBX. It waits for all responses before it returns. If the load is not ended before the timeout fires,

Step Action N/A Result Origin of the

problem

Comment

1 Verify that you can load the phonebook of a PBX

OK

6.2.5 getPhoneBook

Get a list of entries from the loaded phone book.

Step Action N/A Result Origin of the

problem

Comment

1 Verify that you can get the list of entries of a loaded phone book

OK

6.2.6 loadSubscribers

Load the subscribers from a given PBX. This operation loads all subscribers (according to the applied filters) from the PBX. It waits for all responses before it returns. If the load is not ended before the timeout fires, a fault is raised.

Step Action N/A Result Origin of the

problem

Comment

1 Verify if you can load the subscribers from a PBX

OK

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6.2.7 getSubscribersList

Get a list of subscribers from the loaded ones. When the subscribers have been loaded thanks to the loadSubscribers operation, they have been kept in the session.

Step Action N/A Result Origin of the

problem

Comment

1 Verify that you can list the subscribers loaded

OK

6.2.8 getSubscriber

Get a subscriber from the PBX. This operation get the subscriber directly from the PBX : no load (thanks to loadSubscribers operation) is needed.

Step Action N/A Result Origin of the

problem

Comment

1 Verify that you can get a subscriber directly from PBX

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6.2.9 setSubscriber

Modify the properties of a subscriber. This operation does not affect the loaded subscribers list. If you want to retrieve your modifications thanks to the getSubscribersList operation you must refresh the loaded subscribers list thanks to the loadSubscribers request.

Step Action N/A Result Origin of the

problem

Comment

1 Modify the subcribers properties.

OK

2 Refresh the loaded list OK

3 Verify your modifications OK

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6.2.10 createSubscriber

Create a subscriber on a PBX. This operation assigns a phone set identified by its directory number to a user specified by its name and first name.

Step Action N/A Result Origin of the

problem

Comment

1 Create a new subscriber OK

2 Verify the creation on the PBX

OK

6.2.11 deleteSubscriber

Delete a subscriber from a PBX. This operation frees a phone set identified by its directory number.

Step Action N/A Result Origin of the

problem

Comment

1 Delete a subscriber OK

2 Verify the delete on the PBX OK

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6.2.12 setSecretCode

Reinitializes the secret code of a phone set specified by its directory number.

Step Action N/A Result Origin of the

problem

Comment

1 Reinitializes the secret code of o phone

Not Implement

2 Verifies the secret code on the pbx

Not Implement

6.2.13 loadExternalSubscribers

Load the external subscribers from a given PBX. This operation loads all the external subscribers (according to the applied filters) from the PBX. It waits for all responses before it returns.

Step Action N/A Result Origin of the

problem

Comment

1 Load the external subscribers from a pbx

Not Implemented

6.2.14 getExternalSubscribersList

Get a list of external subscribers from the loaded ones.

Step Action N/A Result Origin of the

problem

Comment

1 Get the list of external subscribers from apbx

Not implemented

6.2.15 getExternalSubscriber

Get an external subscriber from the PBX.

This operation get the external subscriber directly from the PBX : no load (thanks to loadExternalSubscribers operation) is needed.

Step Action N/A Result Origin of the

problem

Comment

1 Get an external subscriber from PBX

Not Implemented

6.2.16 setExternalSubscriber

Modify the properties of an external subscriber. This operation does not affect the loaded external subscribers list. If you want to retrieve your modifications thanks to the getExternalSubscribersList operation you must refresh the loaded external subscribers list thanks to the loadExternalSubscribers request. But, since the getExternalSubscriber operation directly load the requested external subscriber from the PBX, your modifications will be retrieved thanks to this one.

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Step Action N/A Result Origin of the

problem

Comment

1 Modify the properties of an external subscriber

Not implemented

6.2.17 createExternalSubscriber

Create an external subscriber on a PBX. This operation assigns a speed dialing number to a user.

Step Action N/A Result Origin of the

problem

Comment

1 Create an external subscriber on a PBX

Not Implemented

2 Verify the creation on the pbx

Not Implemented

6.2.18 deleteExternalSubscriber

Delete an external subscriber from a PBX. This operation frees a speed dialing number.

Step Action N/A Result Origin of the

problem

Comment

1 Delete an external subscriber from a PBX

Not Implemented

2 Verify the delete on PBX Not Implemented

6.2.19 getSecondarySubscribersList

Get the list of all secondary subscribers associated to a phone set specified by its directory number.

Step Action N/A Result Origin of the

problem

Comment

1 Get the list of secondary subscribers

OK

6.2.20 getSecondarySubscriber

Get a secondary subscriber of a phone set specified by its directory number.

Step Action N/A Result Origin of the

problem

Comment

1 Get a secondary subscriber of a phone set

OK

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6.2.21 setSecondarySubscriber

Modify the properties of a secondary subscriber.

Step Action N/A Result Origin of the

problem

Comment

1 Modify the properties of a secondary subscriber

OK

6.2.22 createSecondarySubscriber

Create a secondary subscriber for phone set specified by its directory number.

Step Action N/A Result Origin of the

problem

Comment

1 Create a secondary subscriber for phone set

OK

2 Verify creation on PBX OK

6.2.23 deleteSecondarySubscriber

Delete a secondary subscriber identified by its alias number for a phone set specified by its

directory number.

Step Action N/A Result Origin of the

problem

Comment

1 Delete a secondary

subscriber identified by its

alias number

OK

2 Verify delete on pbx OK

6.2.24 getAllEntities

Get all entities from a PBX.

Step Action N/A Result Origin of the

problem

Comment

1 Get all entities from a PBX. OK

6.2.25 getAllCostCenters

Get all cost centers from a PBX. If you want this operation only returns the used cost centers, you have to set the name of all unused cost center to "UNUSED". This configuration must be done directly in your PBX (unavailable through this API).

Step Action N/A Result Origin of the

problem

Comment

1 Get all cost centers from a PBX

Not Implemented

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6.2.26 getAllPickupGroups

Get all pickup groups from a PBX.

Step Action N/A Result Origin of the

problem

Comment

1 Get all pickup groups

from a PBX. Not implemented

6.2.27 getAllAvailableLanguages

Get available languages in the PBX.

Step Action N/A Result Origin of the

problem

Comment

1 Get available languages

in the PBX. Not Implemented

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Appendix A : Application description

1. Configuration

- Run the module « NovaConf ».

- Clic on « PABX ».

- Then on « Ajouter » if no PABX is set, or double clic to modiy one.

• The « nom » must be the PABX name (login mtcl on PABX to verify).

• Select « DHM » box to activate the link with the PABX.

• The checkbox « Mise à jour des noms administratifs dans le PABX » allows to send the first name, the last name of the main user and the 15 first secondary users.

• - The checkbox « Gestion des accès à partir de l’annuaire » allows the creation of access from the address book.

• Clic on « Liaison » to access next screen.

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• Select the PABX type: AHL_GUEST ou AHL_ROOM.

• Then clic on button « Paramétrer le DHM ». A password is required « alcatel » by default.

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Appendix B: Alcatel Communication Platform: configuration requirements

This application requires the installation of the Alcatel APIs Framework. Please uses installation guide to install and to configure it.

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Appendix C: AAPP program, documentation and technical assistance

Alcatel Applications Partner Program (AAPP)

Complete e-business solutions at your disposal The Alcatel Applications Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel's Omni product family. The program provides tools and support for developing, verifying and promoting compliant third-party applications that complement Alcatel's Omni-based products. Alcatel facilitates market access for compliant applications. The Alcatel Applications Partner Program (AAPP) has two main objectives:

• Provide easy interfacing for Alcatel communication products: Alcatel'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 products.

• Test and verify a comprehensive range of third-party applications: to ensure proper inter-working, Alcatel tests and verifies selected third-party applications that complement its portfolio. Successful candidates, which are labelled Alcatel Compliant Applications, come from every area of voice and data communications.

The Alcatel Applications Partner Program covers a wide array of third-party applications/products designed for voice-centric and data-centric networks in the enterprise market, including terminals, communication applications, mobility, management, security, …

Web site If registered Alcatel Application Partners, you can access the AAPP website at this URL: http://www.applicationspartner.alcatel.com/

Alcatel.com You can access the Alcatel website at this URL: http://www.alcatel.com/

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Alcatel documentation

Alcatel Applications Partner Program (AAPP) If registered Alcatel Application Partners, you can access the current AAPP documentation at this URL: http://www.applicationspartner.alcatel.com/ and then click the Partner Center link.

Alcatel Business Partner Program (ABPP) The Alcatel Business Partner Program is designed to empower and maximize the business of the Partners. In addition, it enables them to help their customers successfully maximize their telecom investment through optimum deployment and proper configuration of Alcatel's solutions. Alcatel Partners also receive the added benefit of rapid, highly qualified service and support as well as world class training. Alcatel will work closely with Business Partners to provide top quality design, delivery, and support of the very best solutions for your customers. The Business Partner Program is designed around a flexible and scalable framework so each Partner can identify the exact support they need. So, depending on your specific requirements you can quickly become a 'Certified', 'Expert' or 'Premium' Business Partner with one of the world leaders in the communications industry. If registered Alcatel Business Partners, you can access to an exciting on-line resource centre with a wealth of information on all product lines at this URL: http://www.businesspartner.alcatel.com

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Technical assistance In order to guide you in your purchasing decisions and provide you with assistance for updating our Communication Server and Networking Infrastructure products and for commercial development,

Alcatel has created the SUPPORT CENTER. The SUPPORT CENTER is responsible for the

management and routing of all your requests. It includes e-Support and a Contact Centre reserved for registered Alcatel Application Partners and Alcatel Business Partners.

The Contact Centre is open 24 hours a day; 7 days a week and is available in 5 languages. This Call Centre has a team of 15 people and handles 10; 000 requests per month.

• e-Support from the Alcatel Application Partners Web site (if registered Alcatel Application Partners): http://www.applicationspartner.alcatel.com/ click the Partner Center link and then Support

• e-Support from the Alcatel Business Partners Web site (if registered Alcatel Business Partners): http://www.businesspartner.alcatel.com click the e-Support link and then e-Service Request

• e-mail: [email protected]

• Fax number: +33 (0) 3 90 67 73 45

• Telephone numbers:

Alcatel Business Partners Contact Center: France : 0 811 900 110 French agent Austria : 0 810 810 012 German agent Denmark : 70 11 21 09 English agent Germany : 0 1 803 000 680 German agent Ireland : 1 890 925 039 English agent Italy : 848 800 389 Italian agent UK : 0 845 601 4101 English agent Spain : 901 120 085 Spanish agent Switzerland : 0 844 850 588 German agent For other countries: English answer : + 33 (0)3 88 55 69 04 French answer : + 33 (0)3 88 55 69 02

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Alcatel training Technological innovative cycles are quickening and your customers are more and more demanding regarding the quality of services. In order to meet these requirements, you have to invest in skills: a key success factor for services. If registered Alcatel Business Partners, you can access to the training part at this URL: http://www.businesspartner.alcatel.com and then click the Training link.

Our vision of learning services is described in the Services Portfolio section. The Certification

section gives you some statistics and details on how training curricula are designed to match certification levels.

All updated training curricula and assessment tools are available in the Curricula & Catalogues

section.

The Schedule section is regularly updated to show forthcoming training sessions over the world.

The How to Enrol section provides you with the registration procedure and the Alcatel University Customer Service list of contacts world wide. Last but not least, find statistics and reports of what you think about our training services in the

Customer Satisfaction section.

The Alcatel commitment : enabling you to optimise your training investments.

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Appendix D: Escalation process in case of problem with a qualified external application (referenced in the AAPP)

Introduction The purpose of this appendix is to define the split of responsibilities and the escalation process to be followed by the Business Partners when facing a problem with a solution involving an Alcatel platform and an external application with an existing Alcatel Inter-working report.

Application qualification rules

The application qualification rules are as follows:

• All officially supported AAPP applications are qualified by Alcatel and the

Application Partner.

• An official Inter-Working Report (IWR) is provided and available on the AAPP Web site.

• Only the major releases of both parties are qualified. Qualification tests are usually not performed for intermediate versions. It is the responsibility of the party who has delivered a new version (Alcatel or Application Partner) to ensure that the application still behaves as expected.

• Only the existence of the IWR of the AAPP Web site for the concerned Alcatel release is the guarantee that the application has been qualified in front of that release.

• If the IWR for the concerned Alcatel release is not available, Alcatel doesn’t engage any responsibility. In that case, please contact the central Pre-Sales team.

• The existence of the IWR engages Alcatel and the Application Partner. Both parties are engaged, not exclusively Alcatel (see the section escalation process).

Warning:

• The possibility to order the application under the ACTIS quotation tool is not a guarantee of the availability of the solution. Please check the availability of the Inter-Working Report.

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The escalation process As stated above, the Alcatel support will be limited to applications with a valid inter-working report. Known problems or remarks mentioned in the IWR will not be taken into account. In case of problem, the two parties, Alcatel and the Application Partner, are engaged:

� Case 1: the responsibility can be established 100% on Alcatel side

In that case, the problem must be escalated by the Business Partner to the Alcatel Hot-line via the standard process.

� 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.

� Case 3 : the responsibility can not be established Because of the inter-operability between applications and potential sources of problems, the localization of the problem can not be established. In that case the following process applies:

1) The Application Partner shall be contacted first by the Business Partner or the party responsible for that Application for an analysis of the problem. Alcatel has to be involved solely if the application partner demonstrate, with traces, after reproduction of the problem, that the defect which has generated the end-user’s demand of support is coming from the equipment provided by Alcatel or if he needs support of Alcatel. 2) The Business partner will escalate the problem to the Alcatel Hot-line if the Application Partner has demonstrated a problem on Alcatel side or if the Application Partner (not the Business Partner) needs the involvement of Alcatel.

In that case, the Business Partner must provide the reference of the Case Number on

Application Partner side. The Application Partner must provide to Alcatel the results of its investigations, traces, etc, related to this Case Number. Alcatel reserves the right to close the case opened on his side if the investigations made on Application Partner side are insufficient or do no exist. Involvement of the Business Partner is mandatory because the access to the Alcatel Platform (remote access, login/password) is under the Business Partner responsibility.

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