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Alcatel-Lucent Application Partner Program – Inter-working report - Edition 3 - page 1/39

Copyright © 2014 Alcatel-Lucent, All rights reserved

Application Partner Program Inter-Working Report

Partner: FCS Computer Systems Application type: Hospitality & IVR

Application name: FCS Phoenix 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 2013-08-28 to 2013-08-30

Date of regression tests 2013-11-27

Alcatel-Lucent’s representative Rong LIU

AAPP member representative Jimmy Lew Cher Wen/Ricky Huang

Alcatel-Lucent Communication Platform

OmniPCX Enterprise

Alcatel-Lucent Communication Platform release

R10.1.1-J260322

AAPP member application release Version 2.0

Application Category Voice Mail Hospitality dedicated software

Author(s): Rong LIU Reviewer(s): Denis Lienhart History: Edition 1: Creation of the document – 11-22-2013 Edition 2: Extension to OXE R11 – February 2014 Edition 3: Mention to SIP removed to avoid confusion – February 2014

Test results

Passed

Refused Postponed

Passed with restrictions

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

IWR validity extension Extended to OXE R11 – February 2014



AAPP Member Contact Information

Contact Name: Hoo Chong Kee Title: VP of Software Development – UMS & Windows Applications Address: FCS Computer Systems Sdn Bhd C1001 Block C, Kelana Square No.17 Jalan SS7/26, Kelana Jaya 47301 Petaling Jaya

Selangor, Malaysia Phone: + 60 3 7953 7357 Fax: + 60 3 7953 7312 Web address: www.fcscs.com E-mail: [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 TESTS ENVIRONMENT ......................................................................................................................... 9

5.1 GENERAL ARCHITECTURE .................................................................................................................... 9 5.2 HARDWARE CONFIGURATION ............................................................................................................ 10 5.3 SOFTWARE CONFIGURATION .............................................................................................................. 10

6 SUMMARY OF TEST RESULTS ........................................................................................................ 11

6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ...................................................................................... 11 6.2 SUMMARY OF PROBLEMS ................................................................................................................... 11 6.3 SUMMARY OF LIMITATIONS ............................................................................................................... 11 6.4 NOTES, REMARKS .............................................................................................................................. 11

7 TEST RESULTS ..................................................................................................................................... 12

7.1 INTEGRATION WITH FCS UNICORN .................................................................................................... 12 6.2 CHECK OUT GUEST ............................................................................................................................... 15 6.3 AUTO WAKEUP (AWU) ......................................................................................................................... 15 6.4 MINIBAR ................................................................................................................................................ 17 6.5 ROOM STATUS ........................................................................................................................................ 18 7.6 LEVEL INTEROPERABILITY TEST (ANALOG PROTOCOL) .................................................................... 18

8 APPENDIX A : AAPP MEMBER’S APPLICATION DESCRIPTION & CONFIGURATION .... 20

9 APPENDIX B: ALCATEL-LUCENT COMMUNICATION PLATFORM: CONFIGURATION

REQUIREMENTS.......................................................................................................................................... 25

10 APPENDIX C: AAPP MEMBER’S ESCALATION PROCESS .................................................... 30

11 APPENDIX D: AAPP PROGRAM ................................................................................................... 34

11.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)......................................................... 34 11.2 ALCATEL-LUCENT.COM ..................................................................................................................... 35

12 APPENDIX E: AAPP ESCALATION PROCESS ........................................................................... 36

12.1 INTRODUCTION .................................................................................................................................. 36 12.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ............................................................. 37 12.3 ESCALATION IN ALL OTHER CASES ..................................................................................................... 38 12.4 TECHNICAL SUPPORT ACCESS ............................................................................................................ 39



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 type: Hospitality & IVR Application commercial name: FCS Phoenix Application version: Version 2.0 Interface type: Analog Interface version (if relevant): FCS Phoenix v2.0 is running on SIP protocol with list of RFC standardization such as RFC3261, RFC1889 (for RTP), RFC3550, RFC2833 (for DTMF) and etc. It also supports traditional analog interface. This last interface has been tested in this IWR. Brief application description: FCS Phoenix is the next generation industry-renowned dynamic voice messaging system designed for hotels and resorts that enables all voice service operations via Interactive Voice Response (IVR). The communications architecture developed by FCS integrates and works seamlessly with all major PMS and PABX systems (included Alcatel OmniPCX Enterprise). This is to ensure guest’s voice messaging is handled securely, efficiently and completely. All the voice messages are dynamically maintained and stored in a dedicated server within our database so important messages can be archived for easy retrieval when required. FCS Phoenix offers the following guest-centric features –

Voicemail: FCS Phoenix provides each guest with a personal voice mailbox during check-in. This means that voice messages are recorded directly in the recipient’s personal voice mailbox. Retrieving messages from the guestroom is easy and only requires dialling a single-digit number (speed dial) on the guest phone in the room. However, retrieving messages from outside the hotel requires guests to enter their unique PIN before permitting them to listen to their messages

Send and receive fax

Auto Wakeup call (AWU): Allow hotel staff to set a wakeup call to the guest rooms at the pre-set time/date as per guest request; or the guest himself can set one from the room phone

Mini Bar Posting: Allow Housekeeping to post mini bar consumption (total or itemized) to the PMS in real-time

Room Status Update: Offers Housekeeping staff an IVR system to post room status to the PMS in real-time to facilitate Front Office personnel with the latest room availability for efficient guest check-ins



5 Tests environment

5.1 General architecture The tests were performed on the Alcatel Technical Support Large Systems platform in the following environment: Figure 1 Test environment

Alcatel Communication Platform

IP address: 10.100.5.78

TCP/IP link to OmniPCX Enterprise

VPS Port (for Analog)

FCS Application platform:

IP address: 10.100.5.182

FCS Phoenix 2.0

Analog interface card

Analog

FCS Phoenix

IP Phone

OmniPCX

Enterprise

LAN

PSTN

FCS Unicorn



5.2 Hardware configuration

Alcatel-Lucent Communication Platform: CS, UA and Z interfaces, digital and analog sets, IPTouch.

Server application: Inter(R) Xeon(TM) 3.00GHz 2.99 GHz, 8.00GB of RAM

Application platform: Inter(R) Xeon(TM) 3.00GHz 2.99 GHz, 8.00GB of RAM

5.3 Software configuration

Alcatel-Lucent Communication Platform: OmniPCX Enterprise 10.1.1

Application platform: Windows Server 2008 R2 Standard Edition Service Pack 1 for Phoenix



6 Summary of test results

6.1 Summary of main functions supported

Phoenix (Low Level) Module

Incoming Call via Analog Protocol ok

Outgoing Call via Analog Protocol ok

Message Waiting Indication (MWI) ON/OFF – Analog ok

Phoenix (High Level) Module

Able to call in to Phoenix via Pilot number provided ok

Able to leave voice message for guest/admin ok

Guest/Admin phone MWI is ON when new message available ok

Guest/Admin able to listen to voice message ok

Guest/Admin phone MWI is OFF when no more new message ok

WebUI able to track guest/admin voice messages ok

WebUI able to track guest/admin voice message ok

Guest/Admin able to record own greeting message ok

Guest/Admin able to change PIN number ok

Guest/Admin can change default language prompt ok

Guest can set Auto Wakeup Call (AWU) from phone ok

WebUI able to track and monitor AWU set by guest ok

AWU is trigger according to the date/time set by guest ok

Admin can do minibar & room status posting via phone ok

WebUI able to track and monitor Minibar & Room Status posted via Phone

ok

Able to transfer call to operator ok

Able to terminate the call from either the phone or application ok

Able to call in to the various call flows based on specific numbers tied to entry points (numbers programmed in the PBX to call forward to Phoenix Pilot Number)

ok

Able to send fax to a DID assigned to a room N/A

Guest able to retrieve fax from in-room fax machine N/A

6.2 Summary of problems

None

6.3 Summary of limitations Need at least 1 VPS line for Message waiting light ON/OFF operation. This should be

configured in separate RSVP group. Can’t have VPS line working for Message waiting light together with left message , retrieve message, transfer call in one RSVP group. This need FCS side do more development.

SIP extension can’t work for message deposit prefix. SIP extension not passed test. See

crms00425847.

6.4 Notes, remarks

FCS phoenix VPS interface only operate on physical room number for message deposit. Message lamp on/off need more than 12s.



7 Test Results

7.1 Integration with FCS Unicorn (Some test cases are optional as they do not directly integrate with Alcatel-Lucent system)

Case No

Protocol involved

Test title and test description

Expected Result

Result and Comment

6.1.1 N/A Check in a guest manually from Unicorn

Able to view guest already checked in via web

ok

6.1.2 N/A Check out a guest manually from Unicorn

Able to view guest already checked out via web. It should not be in the list of checked in guest anymore.

Ok

6.1.3 Analog Room Move 1. Check in a room (A) and view the status from web module 2. Leave a voice message to Room A 3. Use a simulated FOS to do a room change from Room A to Room B 4. Retrieve the voice message using Room B phone

1. Room (A) with guest info accurate 2. Web module on guest info will indicate new message. 3. Web module indicates the guest in a new room number with correct no. of messages. 4. Able to retrieve the voice message left while in previous room.

ok

6.1.4 Analog Check message waiting lamp on guest phone 1. Leave a voice message for guest

1. Message Waiting Lamp turn ON

ok

6.1.5 Analog Check message waiting lamp on guest phone 1. Retrieve all new messages on guest phone

1. Message Waiting Lamp turn OFF

ok

6.1.6 Analog Able to leave message when no one answer the call 1. Call a guest phone, do not answer the phone

Voice prompting to leave message should take over after a pre-set no. of rings /

ok



time length. 6.1.7 Analog Guest able to retrieve

voice message 1. Guest pick up the phone and call the voice mail retrieve extension or designated button

It will enter straight into guest voicemail retrieval flow.

Ok Message retrieve use voice mail

access prefix

6.1.8 N/A Undelete guest voice message from web module 1. Go to web module and choose to undelete the selected message from the particular room

The undeleted voice message will be counted as an old voice message counted on the guest information shown.

ok

6.1.9 Analog Guest able to retrieve voice message from admin extension

Correct message being played

Ok ***10#-->guest

number(6002)password(1234)

6.1.10 Analog Guest able to leave voice message from admin extension

Message lamp ON (if it is not), new message count increment, able to retrieve the new voice message from admin

Ok

6.1.11 Analog Check message waiting lamp on admin phone 1. Leave a voice message for admin

1. Message Waiting Lamp turn ON

Ok

6.1.12 Analog Check message waiting lamp on admin phone 1. Retrieve all new messages on admin phone

1. Message Waiting Lamp turn OFF

Ok

6.1.13 Analog Able to record own greeting prompt for guest 1. From the feature menu, choose to record greeting message

Greeting message being played when message is being left for the particular guest.

Ok

6.1.14 Analog Able to record own greeting prompt for admin 1. From the feature menu, choose to record greeting message

Greeting message being played when message is being left for the particular admin.

Ok

6.1.15 Analog Guest to retrieve text message 1. Leave a text message for a guest

1. MWL ON (if it is not ON due to new voice message), when

ok



2. Choose to retrieve text message

retrieve voicemail will prompt user to choose whether to retrieve text message or not 2. User transferred to message desk extension

6.1.16 Analog Able to change guest pin no. 1. Go to feature menu and select to change the pin no. Enter the desired pin no.

The new pin no. is announced right after keying in.

Ok

6.1.17 Analog Able to change admin pin no. 1. Go to feature menu and select to change the pin no. Enter the desired pin no. 2. Try to call voice mail system to retrieve voice message, keying in using the new pin

1. The new pin no. is announced right after keying in. 2. Can access voicemail using new pin

Ok

6.1.18 Analog Forwarding message 1. Forward a message from one admin to another admin extension

Able to forward message to another mailbox. Ensure the message count incremented.

ok

6.1.19 N/A Do manual check in from web module

Able to view guest already checked in via web

ok

6.1.20 N/A Do manual check out from web module

Able to view guest already checked out via web. It should not be in the list of checked in guest anymore.

ok

6.1.21 N/A Manual name change, room change and language change via web module

Guest name can be changed. Room change can be performed. Language can be changed.

ok

6.1.22 Analog Message lamp is ON when there is at least 1 new

Ensure this condition

Ok



message or text message applies when performing the testing.

6.2 Check Out Guest

Case No

Protocol Involved

Test title and test description Expected Result Result and Comment

6.2.1 Analog Try to leave voice message by using an internal phone (to a checked out guest)

Not able to leave message

ok

6.2.2 Analog Try to leave voice message by using Express Leave feature (to a checked out guest)


ok

6.2.3 Analog Leave message by using a guest phone (to a checked out guest)


ok

6.2.4 Analog Retrieve message by using a guest phone Not able to retrieve message

ok

6.2.5 Analog Retrieve message by using Express Retrieve feature

Not able to retrieve message

ok

6.3 Auto Wakeup (AWU)

Case No

Protocol Involved


6.3.1 Analog Set AWU from the room via feature menu

Confirm from the web module that AWU has been set. Check that the calls are made on time.

ok

6.3.2 Analog Set multiple AWU for a room via the web module “Hotel Operation -> Set AWU time”

Confirm that the web module that AWU has been set. Check that the calls are made on time.

ok

6.3.3 Analog Check that the AWU call is made on time.

Calls made are accurate according

ok



to the time of the voicemail server time.

6.3.4 Analog Check that the 2nd AWU call is made on time.

Calls made are accurate according to the time of the voicemail server time.

ok

6.3.5 Analog Set Group AWU from web “Hotel Operation – Set AWU time”

Confirm that the web module that AWU has been set. Check that the calls are made on time.

ok

6.3.6 Analog Able to cancel AWU time from room by dialing **** when requested to key in the time.

Confirm that the web module that AWU has been cancelled. Check that no cancelled calls are made.

ok

6.3.7 N/A Able to cancel AWU time from web “Hotel Operation – View/Edit/Cancel AWU Time”

Confirm that the web module that AWU has been cancelled. Check that no cancelled calls are made.

Ok This delete is on FCS room number through WEB

6.3.8 Analog Able to set snooze call and the re-scheduled AWU calls on time

Check the snooze call from web. Ensure it calls on the designated time.

ok

6.3.9 Analog AWU is considered no answer according to setting in awu.script (set the AWU time length)

It rings according to the timing set before the system takes it as no answer.

ok

6.3.10 Analog AWU reschedule according to setting for no. of failed attempts

Ensure that the no. of attempts is accurate according to the setting.

ok

6.3.11 Analog AWU reschedule according to setting for time to next attempt

Ensure that the time between attempts is accurate according to the setting.

ok

6.3.12 Analog Ensure transfer to operator after maximum attempt

Check that operator phone receives a call informing the room no. that misses the AWU call.

ok



6.4 Minibar

Case No

Protocol Involved


6.4.1 N/A Create minibar item 1. Go to the web “Hotel Operation -> Item Pricing” to create minibar items

Able to create minibar item and able to view the list from the web.

ok

6.4.2 N/A Create user via web to use minibar system 1. Create Supervisor ID, Minibar/Room Status ID from web “Hotel Operation – Hotel User -> User Configuration”

Able to create minibar users and able to view the list from the web.

ok

6.4.3 Analog Able to record new item prompt using Supervisor ID

Confirm that the prompt is recorded and can be heard.

ok

6.4.4 Analog Able to do minibar posting from room through phone

Confirm that the item correctly posted and information sent to Unicorn

ok

6.4.5 N/A Able to do minibar posting from room through web

Confirm that the item correctly posted and information sent to Unicorn

ok

6.4.6 N/A Able to generate all minibar reports with correct posting amount in web “Reports -> Minibar”

Report generated should be accurate and complete.

ok

6.4.7 N/A Able to do total minibar posting based on system setting

Check that correct record received by Unicorn

ok

6.4.8 N/A Able to view/edit/delete users from web “Hotel Operation – View/Edit/Delete User”

Action submitted takes effect. The web list of users reflects the changes.

ok

6.4.9 N/A Able to view/edit/delete minibar items from web “Hotel Operation – Item Pricing”

Action submitted takes effect. The web list of minibar items reflects the changes.

ok



6.5 Room Status

Case No

Protocol Involved


6.5.1 Analog Able to post room status from room

Status posted correctly to Unicorn

ok

6.5.2 N/A Able to post room status from web “Hotel Operation – Room Status Posting”

Status posted correctly to Unicorn

ok

6.5.4 N/A Able to generate all room status report on web “Reports – Room Status Reports”

The details listed are accurate as the actual status and time posted.

ok

7.6 Level Interoperability Test (Analog Protocol)

Case No


6.7.1 Obtain Caller ID Traceable via Channel Monitor.

ok

6.7.2 Incoming Call (call made from a phone that is connected to PBX to Phoenix)

Call is answered and all signals are handled properly. Traceable via Channel Monitor.

ok

6.7.3 Outgoing Call (call made from Phoenix to any phone that is connected to the PBX)

Phone is ringing and once answered, all signals are handled properly. Traceable via Channel Monitor.

ok

6.7.4 Transferring call (After the call is connected, Phoenix may initiate a call transfer using PBX flash hook method to 3rd party phone that is connected to the PBX)

3rd party phone is ringing and when answered can hear the conversation between 1st party and 3rd party. Traceable via Channel Monitor.

ok

6.7.5 Disconnecting call (After the call is connected, caller will hang up the phone)

Signal on call disconnect is handled properly. Traceable via Channel Monitor.

ok

6.7.6 Disconnecting call (After the call is connected, Phoenix will disconnect the call)

Signal on call disconnect is handled properly. Traceable via Channel Monitor.

ok

6.7.7 Send a message waiting indicator (MWI) to set the message light ON

Signal is handled properly and the message lamp on the

ok



phone is activated. Traceable via Channel Monitor.

6.7.8 Send a message waiting indicator (MWI) to set the message light OFF

Signal is handled properly and the message lamp on the phone is deactivated. Traceable via Channel Monitor.

ok

6.7.9 DTMF detection (After the call is connected, caller is able to press any DTMF digits via the keypad)

DTMF pressed on the phone’s keypad is detected by Phoenix. Traceable via Channel Monitor.

ok

6.7.10 Receiving fax via T.30 protocol (Using any fax machine that is connected to the PBX to send a fax page or pages to Phoenix)

Fax is successfully received by Phoenix (TIF). Traceable via Channel Monitor.

Not test

6.7.11 Retrieving fax from a fax machine via T.30 protocol (Phoenix will send a fax page or pages to fax machine that is connected to the PBX)

Fax is successfully sent and fax machine received the fax page[s]. Traceable via Channel Monitor.

Not test

6.7.12 Responsive test on concurrent calls (Make multiple concurrent calls to Phoenix via phones that are connected to PBX)

Each call is answered in a timely manner and all signals are handled properly. Traceable via Channel Monitor.

ok



8 Appendix A : AAPP member’s Application description & configuration

Below is the configuration of all components of FCS Phoenix. Hardware and Software pre-requisite.

Software

Operating System Microsoft Windows Operating System

Microsoft Windows 2008 Server 64-bit

Microsoft Windows 7 Pro 64-bit

Browser Internet Explorer Version 7/8/9

Database MYSQL Version 5.5/5.6

Others FCS Unicorn

Hardware

Processor Intel i5 or i7 2.0GHz CPU or higher

Memory 6GB DDR-2 RAM or higher

Hard Drive 146GB Hard Disk or higher

Network Card Gigabit Ethernet LAN Card

Monitor Support 1024x768 Resolution

Analog Interface Card

Synway SHT-8C/PCI/FAX (8-port analog card, PCI interface)

Installation Guide

Install FCS Phoenix and 3

rd party components

o Run the setup file for the FCS Phoenix to install the system along with all the relevant 3

rd party components

Network configuration

o The IP address of Phoenix must be within the same subnet group with Unicorn and Alcatel PBX.

o The common “Ping” command shall be used to verify the proper setup of networking of all these PCs.

FCS Phoenix engine configuration

Those configuration files for each module are located at <Phoenix Folder>\config. Set the Name and Location (common used IP or DNS) for the module. Set the LocalIPAddr (for HMPCall_Config only). Set the Type, IP Address, Username and Password for database accordingly.

Voice Card configuration



Sample Screen. FCS Phoenix (Main Page WebUI)

FCS Phoenix Channel Monitoring Tools The Monitoring Tools can show the real action of Phoenix between Pabx



Phoenix Engine Main Screen , it can show system link status and line , System usage .



Configuration page for PBX:

Room and Guest management in FCS:

For guest management, need manually configure the room and guest in Phoenix.

On PBX side, it is static link mode.

If room base, only need manage room number.

Phoenix line configuration:





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

The test is based on hotel Guest management. 1.VPS line configuration: We configure 4502,4503 as 4620 type VPS line and put it in RSVP group 4336. This 4336 group is used to left voice message , transfer call, consult voice message, minibar. Configure 4501 VPS line and put it in RSVP group 4337. RSVP group 4337 used for message waiting Lamp on/off.

With this configuration, after left voice mail display “1 call back” on phone set.

2.Prefix management:



Use this prefix to retrieve voice message. Also manage #91 for voice mail deposit and *90 for Message LED off. See related configuration in FCS page. 3. For minibar management Configure ghost z set: 4333, make 4333 immediate forwarding to 4336.

4. check voice mail in OXE:



5. User management: For example: Room 4003, Guest 6003.



6. System configuration for VPS:

7. Hotel management:





10 Appendix C: AAPP member’s 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 2 hours after escalation to HQ 4 hours after escalation to 1 working day



to 3rd

Level HQ after escalation to HQ

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

EMAIL

Australia

Daniel McCulloch

+612 82565600

[email protected]

China

Ricky Huang

+86-18621682583

[email protected]

EMEA

Richard Stevenson

+44 870 770 7928

[email protected]

Hong Kong

Irene Tan

+852-31958033

[email protected]

India

Brinesh Kishore

+91 81 3010 0011

[email protected]

Malaysia

Anthony Chin

+60-126826607

[email protected]

North America

Sean Winterer

+1-8775192596

[email protected]

Singapore

Peter Tan

+65-96179585

[email protected]

Thailand

Nattawat Harutaipreesakul

+66-816167330

[email protected]

2ND LEVEL ESCALATION

COUNTRY

NAME

PHONE NO

EMAIL

Australia

Brendon Smith Office No Mobile Phone No

+61-282565600 +61-411702839

[email protected]

China

Andy Yeung Mobile Phone No

+852-97473610 (HK) +86-13922128262 (China)

[email protected]

Eric Rogers

mailto:[email protected]


















EMEA

Office No Mobile Phone No

+44-1453872763 +44-7801498029

[email protected]

Hong Kong

Shannon Lau Office No Mobile Phone No

+852 31958030 +852 96638391

[email protected]

India

Sudip Mukherjee Office No Mobile Phone No

+9111 42562900 +9199 58011395

[email protected]

Malaysia

Jeya Ganesh Office No Mobile Phone No

+603 79537211 +6017 5824041

[email protected]

North America

Cris Davidson Mobile Phone No

+1678 8525911

[email protected]

Singapore

Vincent Lee Office No Mobile Phone No

+65-67236812 +65-93673701

[email protected]

Thailand

Theekha Leelaadisorn Office No Mobile Phone No

+66-26704151 +66-827965399

[email protected]

3RD LEVEL ESCALATION

NAME

DESIGNATION

PHONE NO

EMAIL

Tom Dillon

Chief Executive Officer Office No

Malaysia: +603 79537288

[email protected]

Mimi Kam

VP of Operations Office No Mobile Phone No

+60-379537218 +60-123831583

[email protected]

OTHER IMPORTANT CONTACTS

NAME

DESIGNATION

PHONE NO

EMAIL

Akina Ho

VP of Strategy & Business Development

+852-31958001 +852-94306175

[email protected]

Kelvin Seah

VP Sales and Channel Partner Program

+65 67236888 +65 91271811

[email protected]

Steven Chua Global Channels Sales Director +(65) 67236805 +(65) 96582008

[email protected]



























Tan Teck Chew

Corporate Accounts Project Manager

+65-67236819 +65-83686884

[email protected]





11 Appendix D: AAPP program

11.1 Alcatel-Lucent Application Partner Program (AAPP)

The Application Partner Program is designed to support companies that develop communication applications for the enterprise market, based on Alcatel-Lucent's product family. The program provides tools and support for developing, verifying and promoting compliant third-party applications that complement Alcatel-Lucent's product family. Alcatel-Lucent facilitates market access for compliant applications. The Alcatel-Lucent Application Partner Program (AAPP) has two main objectives:

Provide easy interfacing for Alcatel-Lucent communication products: Alcatel-Lucent's communication products for the enterprise market include infrastructure elements, platforms and software suites. To ensure easy integration, the AAPP provides a full array of standards-based application programming interfaces and fully-documented proprietary interfaces. Together, these enable third-party applications to benefit fully from the potential of Alcatel-Lucent products.

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

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



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

11.2 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/



12 Appendix E: AAPP Escalation process

12.1 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



12.2 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



12.3 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 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.



12.4 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/


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Application Partner Program Inter-Working Report · ... FCS Computer Systems Sdn Bhd ... Alcatel-Lucent Application Partner Program – Inter-working report ... Application Partner