Partner: FCS Computer Systems Application type ... · FCS Unicorn offers the following guest-centric features – Unicorn has a seamless integration with Alcatel AHL link and able

Alcatel-Lucent Application Partner Program – Inter-working report Edition 2 - page 1/47

Copyright © 2014 Alcatel-Lucent, All rights reserved

Application Partner Program Inter-Working Report

Partner: FCS Computer Systems

Application type: Hospitality & Call Billing

Application name: FCS Unicorn

Alcatel-Lucent platform: OmniPCX Enterprise™

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



Tests identification

Date of the tests 2013-02-25 to 2013-02-27

Alcatel-Lucent’s representative Rong LIU

Partner’s representative Ricky HUANG

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

OmniPCX Enterprise

Alcatel-Lucent compatibility release R10.1.1 (J260313f)

Partner’s application version 1.0

Application Category Hospitality dedicated software

Author(s): Rong LIU Reviewer(s): D. Lienhart, K.Atanassov Historic Edition 1: creation of the document – 28 April 2013 Edition 2: validity of the IWR extended to OXE R11.0 – January 2014

Test results

Passed

Refused Postponed

Passed with restrictions

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

IWR validity extension Validity extended to OXE R11.0 – January 2014



Company Contact Information

Contact Name: Moo Chii Der Title: VP of Software Development – Interface & Mobility Technologies Address 1: FCS Computer Systems Sdn Bhd C1001 Block C, Kelana Square No.17 Jalan SS7/26, Kelana Jaya 47301 Petaling Jaya

Selangor, Malaysia Country code: 60 Phone: + 60 3 7953 7208 Fax: + 60 3 7953 7312 Web address: www.fcscs.com E-mail: [email protected]



TABLE OF CONTENTS

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

2 VALIDITY OF THE INTERWORKING REPORT ............................................................................. 7

3 LIMITS OF THE TECHNICAL SUPPORT ......................................................................................... 8

3.1 CASE OF ADDITIONAL THIRD PARTY APPLICATIONS ............................................................................. 8

4 APPLICATION INFORMATION ............................................................................................................ 9

5 TESTS ENVIRONMENT ....................................................................................................................... 11

5.1 HARDWARE CONFIGURATION ............................................................................................................ 12 5.2 SOFTWARE CONFIGURATION .............................................................................................................. 12

6 SUMMARY OF TEST RESULTS ........................................................................................................ 13

6.1 SUMMARY OF MAIN FUNCTIONS SUPPORTED ...................................................................................... 13 6.2 SUMMARY OF PROBLEMS ................................................................................................................... 13 6.3 SUMMARY OF LIMITATIONS ............................................................................................................... 13 6.4 NOTES, REMARKS .............................................................................................................................. 13

7 TEST SCENARIOS ............................................................................................................................... 14

7.1 TEST PROCEDURE ............................................................................................................................... 14 7.2 RESULT TEMPLATE ............................................................................................................................ 14

7.2.1 Feature tested............................................................................................................................ 14

8 TEST SCENARIOS ............................................................................................................................... 15

8.1 TEST PROCEDURE ............................................................................................................................... 15 8.1.1 PBX <--> PMS Check in with Guest Number (allocation on PBX) (mandatory in case of Guest

management) ............................................................................................................................................. 15 8.1.2 PBX <--> PMS Check in on Room Extension (mandatory in case of Room management) ...... 16 8.1.3 PBX <--> PMS ALLOCATION of an extension to a guest (mandatory in case of Guest

management) ............................................................................................................................................. 17 8.1.4 PBX <--> PMS Modification of Guest or Room configuration (mandatory in case of Guest

management) ............................................................................................................................................. 18 8.1.5 PBX --> PMS Room status change (optional) .......................................................................... 19 8.1.6 PBX <--> PMS Wake Up events (optional) .............................................................................. 19 8.1.7 PBX --> PMS Management of Call Tickets K frame (Extended Station Message Detail

Recording) (optional) ............................................................................................................................... 20 8.1.8 PBX --> PMS Management of Call Tickets J frame (Station Message Detail Recording)

(Mandatory) .............................................................................................................................................. 20 8.1.9 PBX --> PMS Data Transfer Management (optional) .............................................................. 22 8.1.10 PBX <-- PMS Interrogation management followed by ............................................................. 22 8.1.11 PBX <--> PMS Voice mail attribution (F records) (optional) ................................................. 23 8.1.12 PBX --> PMS Voice mail event (optional) ................................................................................ 25 8.1.13 PBX <--> DYNAMIC SUITE (optional, relevant only in case of Guest management) ............ 26 8.1.14 PBX <--> PMS Check out with Guest number management (mandatory in case of Guest

management) ............................................................................................................................................. 26 8.1.15 PBX <--> PMS Check out with Room number management (mandatory in case of Room

management) ............................................................................................................................................. 27 8.1.16 PBX <-- PMS Night Audit Request (optional) .......................................................................... 28 8.1.17 PBX <-- PMS Reinit request // PBX --> PMS Re-init (recommended) .................................. 29 8.1.18 Disruption of AHL Link (mandatory) ........................................................................................ 30

9 APPENDIX A : APPLICATION DESCRIPTION .............................................................................. 31

9.1 SYSTEM OS AND INFORMATION ......................................................................................................... 31 9.2 UNICORN SERVER AND VERSION (1.2.7.1) ......................................................................................... 31 9.3 INTERFACE CONFIGURATION ............................................................................................................. 31



9.4 INTERACTING WITH OMNIPCX ENTERPRISE : .................................................................................... 33

10 APPENDIX B: ALCATEL-LUCENT COMMUNICATION PLATFORM: CONFIGURATION

REQUIREMENTS.......................................................................................................................................... 34

11 APPENDIX C: PARTNER ESCALATION PROCESS .................................................................. 38

12 APPENDIX E: AAPP PROGRAM ................................................................................................... 42

12.1 ALCATEL-LUCENT APPLICATION PARTNER PROGRAM (AAPP)......................................................... 42 12.2 ALCATEL-LUCENT.COM ..................................................................................................................... 43

13 APPENDIX F: AAPP ESCALATION PROCESS ........................................................................... 44

13.1 INTRODUCTION .................................................................................................................................. 44 13.2 ESCALATION IN CASE OF A VALID INTER-WORKING REPORT ............................................................. 45 13.3 ESCALATION IN ALL OTHER CASES ..................................................................................................... 46 13.4 TECHNICAL SUPPORT ACCESS ............................................................................................................ 47



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 Limits of the Technical support



3 Limits of the Technical support

Technical support will be provided only in case of a valid InterWorking Report (see chapter 0 “Validity of the InterWorking Report) and in the scope of the features which have been certified. That scope is defined by the InterWorking report via the tests cases which have been performed, the conditions and the perimeter of the testing as well as the observed limitations. All this being documented in the IWR. The certification does not verify the functional achievement of the AAPP member’s application as well as it does not cover load capacity checks, race conditions and generally speaking any real customer's site conditions. Any possible issue will require first to be addressed and analyzed by the AAPP member before being escalated to Alcatel-Lucent. For any request outside the scope of this IWR, Alcatel-Lucent offers the “On Demand Diagnostic” service where assistance will be provided against payment. For more details, please refer to Appendix F “AAPP Escalation Process”.

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



4 Application information Application family :

Office

Outbound campaign manager

Intelligent call routing

ACD agent desktop

IVR

Hospitality/Hotel X

Hospitality/Hospital

Voice logger

ERP/CRM

Application type: Hospitality & Call Billing Application commercial name: FCS Unicorn Application version: Version 1.0 Interface type: TCPIP Interface version (if relevant):

FCS Unicorn v1.x Interface with Alcatel via AHL over TCP. CDR Link Over TCP may apply if additional CDR information required.

Brief application description: FCS Unicorn is a Window-Based integrated billing and interfacing solution that support all major PMS and PABX (including Alcatel) systems around the world. It enables efficient and flexible management of guest folios which includes all communication charges and service usages in a hotel. Unicorn has a Third Party Interface Gateway (TPIG) that act as a gateway to the multiple 3

rd party systems

interfacing to the PMS, for seamless data processing. FCS Unicorn offers the following guest-centric features –

Unicorn has a seamless integration with Alcatel AHL link and able to provide the following features. For more information, pls. refer to the Alcatel AHL interface specification as well.

1. Check In

Upon sending the check in command to the PBX, the PBX would able to unbar the phone and

possibly to open a new voice mail box for the guest

2. Check Out This would command the PBX to bar the phone upon guest checks out

3. Guest Information Change This allows Unicorn to update the PBX with change of guest name, VIP info, language code

4. Message Waiting

This allows Unicorn to send message waiting on / off to the PBX

5. Do-Not-Disturb



This allows Unicorn to send Do-Not-Disturb on / off to the PBX

6. CDR

The PBX can send the CDR info to Unicorn so that Unicorn can compute the charges as per hotel’s requirement

7. Room Status PBX can send the room status (eg. Vacant clean , dirty ) to Unicorn

8. Wakeup

PBX can send the wakeup information (eg. Set/Cancel , Answer/Busy etc) to Unicorn

This application is defined as a “Front Office Computer” also called PMS (Property Management System)

PMS

Guest management

Room management

Check-in/out

Voice mail attribution

Room status

Wake-up

Re-initialization request

SMDR Messages

Deposit Amount N/A

Extended Tickets

Telephone call ticket(J frame)

Room move (use checkin/out)



5 Tests environment Figure 1 Tests environment

FCS Unicorn

OmniPCX

Enterprise

Guest

phones

T2

Administrative

phone

LAN

PSTN

TCP/IP AHL



Alcatel Communication Platform:

name: OmniPCX Enterprise

IP address: 10.100.5.78

Client application platform:

name: Unicorn

IP address: 10.100.5.132

5.1 Hardware configuration

OmniPCX Entreprise: o CS (Call Server Processing Unit) o GD (Gateway driver processing Unit o PRA T2 (ISDN Access) o MIX 2/4/4 (ISDN T0, digital & analog interfaces) o UA digital and analog sets o IP touch set,4008 and MyIC8082

AHL interface: o TCP/IP

5.2 Software configuration

Alcatel Communication Platform: OmniPCX Enterprise R10.1.1 (J260313f)

CS main IP address: 10.100.5.78



6 Summary of test results

6.1 Summary of main functions supported

Features Implemented & tested

CHECK-IN OK

ROOM MOVE Ok Note: FCS use checkout/checkin (Not H frame)

ROOM STATUS OK

MODIFICATION OK

WAKE-UP events OK

CALL TICKETS (SMDR) OK

DATA TRANSFER Not test

VOICE MAIL attribution OK

VOICE MAIL events OK

REINITIALIZATION OK

CHECK-OUT OK

6.2 Summary of problems None

6.3 Summary of limitations

None

6.4 Notes, remarks The tests are mainly based on Guest management, and only non regression test for room

management cases.

The individual testing feature (H Frame) can be realized, but FCS use checkout/check in for

room change.



7 Test Scenarios

7.1 Test procedure

Step Action N/A Result Origin of the problem Comment

Step: a test may comprise multiple steps depending on its complexity. Each step has to be completed successfully in order to conform to the test. Step 0 when present represents the initial state for all the following steps. Action: describes which action to realize in order to set-up the conditions of the test. N/A: the step within this test is not applicable to this application. This has to be filled in only if the test is checked as mandatory in the applicability box. In that case, the column comment must indicate the reason of the non-applicability (e.g.: service not supported). Result: describes the result of the test from an external point of view. If it is positive, it describes which application's trigger was checked. If it is negative, it describes as precisely as possible the problem. Origin of the problem: this column has to be filled in when a problem occurs during the test. It must contain a high level evaluation of the localization of the responsibility: Alcatel-Lucent or the Partner.

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

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

7.2.1 Feature tested

Step Action REPLY message

expected from PBX N/A OK NOK Comment

1 . action 1

2 . action 2

The application waits for PBX timer or phone set hangs up

3 . action 3

4 . action 4

Relevant only if the CTI interface is a direct CSTA link

5 . action 5 No indication, no error message

… …



8 Test Scenarios

8.1 Test procedure

8.1.1 PBX <--> PMS Check in with Guest Number (allocation on PBX) (mandatory in case of Guest management)



CIC201 Generate a check-in without PWD

Reply= I with PWD

The PWD is proposed by the PBX

CIC202 Generate a check-in with PWD (PWD sent by the PMS)

Reply= I N/A

CIC203 Generate a check-in with an invalid room extension

Reply =INV JG

CIC204 Generate a check-in with Status PBX : No DID Number available

Reply=INV JG

CIC205 Generate a check-in with deposit Reply= I

CIC206 Generate a check-in with V.I. P. status

Reply= I

CIC207 Generate a check-in with language parameter

Reply= I

CIC208 Generate a check-in with wake-up call time

Reply= I

CIC209 Generate a check-in with Direct Output Restrictions (Class of service)

Reply= I

CIC210 Generate a check-in followed by an allocation with an invalid room extension

Reply= BR

CIC211 Generate a check-in with voice mail attribution

Reply= I

Result CHECK IN WITH GUEST NUMBER allocation on PBX



8.1.2 PBX <--> PMS Check in on Room Extension (mandatory in case of Room management)



CIR101 Generate a check-in without PWD

Reply= I with Room

extension and PWD

CIR102 Generate a check-in with PWD (PWD sent by the PMS)

CIR103 Generate a check-in with an invalid Room Extension

Reply=INV JG

CIR104

Generate a check-in with an already checked-in Room extension

Reply=INV JA

CIR105 Generate a check-in with deposit

Reply=I

CIR106 Generate a check-in with V.I. P. status

CIR107 Generate a check-in with language parameter

CIR108 Generate a check-in with wake-up call time

CIR109 Generate a check-in with Direct Output Restrictions

Result CHECK IN ON ROOM EXTENSION



8.1.3 PBX <--> PMS ALLOCATION of an extension to a guest (mandatory in case of Guest management)

Step Action

REPLY message expected from PBX

N/A OK NOK Comment

ALL101

Allocation of a GUEST to an extension with room state = room cleaned

A checkin needs to be made first. This will associate a Guest to a physical number.

ALL102

Allocation of a GUEST to an extension with room state = room to be cleaned for a new guest or the same guest a) Execute ( PBX initialisation). b) Refuse (PBX initialisation).

a) execute with Reply=INV AO. b) Refuse with Reply=INV BO

a) Reply= AO b) Reply= BO

ALL103

Allocation of a GUEST to an extension with a GUEST NUMBER out of range ( it doesn't exist)

Reply=INV BG

Reply= BG

ALL104

Allocation of a GUEST to an extension with a GUEST NUMBER not checked-in.

Reply=INV BA

ALL105

Allocation of a GUEST to an extension with overbooking:a) With overbooking authorization on PBX.B) With no overbooking authorization on PBX.

a) execute with Reply=INV AO. b) Refuse with Reply=INV BU

Overbooking authorization is managed at User level (see Annex). For the test, allocate additional Guests.

ALL106

Allocation of a GUEST to an extension which is out of range ( ex: it doesn't exist).

Reply=INV BR

Reply= BR

ALL107

Allocation of a GUEST from a ROOM EXTENSION to another ROOM EXTENSION with DID and NONDID Guest numbers affected to both ROOMS.

Unicorn will not work in such case

ALL108 Allocation of a GUEST to a dynamic suite extension).

ALL109 Retire a GUEST of a ROOM EXTENSION

Not able to test

Result ALLOCATION of an extension to a guest



8.1.4 PBX <--> PMS Modification of Guest or Room configuration (mandatory in case of Guest management)



MOC102 Modification of GUEST with NEW PWD (only for Guest)

MOC103 Modification of GUEST with an invalid GPIN (only for Guest)

Reply=INV NG

MOC104 Modification with an no checked- in GPIN (only for Guest)

Reply=INV NA

MOC107

Generate a chek-in with GPIN and an unavailable PWD (only for Guest)

Reply=INV NP

MOC108 Modification with deposit

MOC109 Modification of V.I. P. status

MOC110 Modification of language parameter

MOC111 Programmation on wake-up call time

MOC112 Modification and delation wake-up call time

MOC113 Wake-up call not answered

MOC114 Modification of Class of service

MOC115 Programation on wake-up call time from phone set

MOC116

Modification of message waiting status (Switch on the LED message)

MOC117 Modification of the name

MOC118 Modification in DND state

Result MODIFICATION of GUEST/ROOM configuration



8.1.5 PBX --> PMS Room status change (optional)



STAT101 Room status message with maid identification code

STAT102 Room status message without maid identification code

Status 1 & 2 only are managed by the application (If different from 1: To be cleaned)

STAT103

Room status message with different status managed by the PMS: Ex: Maid arrives in the room, room has be cleaned for a new guest or the same guest etc….

Result ROOM STATUS change

Note : to perform a Room status change, enter the prefix followed by a digit between 0 and 9 and

release the line.

8.1.6 PBX <--> PMS Wake Up events (optional)



WUP101 Wake-up message with normal answer from PMS

WUP102 Wake-up message with no answer

WUP103 Wake-up message with busy line

WUP104 Wake-up message with out of order line

WUP105 Wake-up message with cancellation

WUP106 Wake-up message generated by programming from a phone set

WUP107 Wake-up message generated by modification from a phone set

WUP108

Wake-up cancellation generated by modification message from a phone set

Result WAKE- UP events



8.1.7 PBX --> PMS Management of Call Tickets K frame (Extended Station Message Detail Recording) (optional)



CAT101

SMDR message of a charged outgoing call with pulses and costs Call done on room extension

Pulses = OK Cost = OK Duration = OK

CAT102

SMDR message of a charged outgoing call with pulses or cost. Call done on booth extension .


CAT104

SMDR message of a transfered outgoing call from room to room with pulses or pulses

CAT105

SMDR message of a transfered outgoing call from an ADMIN extension to a GUEST with pulses or cost

CAT106 SMDR message of a non charged outgoing call (Call not answered)

Not stored in the database

CAT107 SMDR message of an incoming call


CAT108 SMDR message of a transfered incoming call


CAT110 Management SMDR messages for a Guest number

Per default, all SMDR messages are sent with their GPIN

CAT110 SMDR message of a transferred outgoing call from ROOM1 to ROOM2 which is forwarded on mail box


Result Management of CALL TICKETS:

8.1.8 PBX --> PMS Management of Call Tickets J frame (Station Message Detail Recording) (Mandatory)



CAT101

SMDR message of a charged outgoing call with pulses and costs Call done on room extension


CAT102

SMDR message of a charged outgoing call with pulses or cost. Call done on booth extension .


CAT104

SMDR message of a transfered outgoing call from room to room with pulses or pulses

CAT105

SMDR message of a transfered outgoing call from an ADMIN extension to a GUEST with pulses or cost



CAT106 SMDR message of a non charged outgoing call (Call not answered)


CAT107 SMDR message of an incoming call


CAT108 SMDR message of a transfered incoming call


CAT110 Management SMDR messages for a Guest number


CAT110 SMDR message of a transferred outgoing call from ROOM1 to ROOM2 which is forwarded on mail box


Result Management of CALL TICKETS:



8.1.9 PBX --> PMS Data Transfer Management (optional)



DAT101

Generates a DATA TRANSFER message by MiniBar prefix and with informations in data field .

Not test

DAT102

Generates DATA TRANSFER messages by MiniBar prefix with more than 20 characters in data field .It's possible by generating a # character, that permits to send immediatly a first DATA TRANSFER message followed by an other one with the rest of the character

Not test

DAT103 If more than one code is used, do the same tests for each code.

Not test

Result DATA TRANSFER Management

Not test

8.1.10 PBX <-- PMS Interrogation management followed by

PBX --> PMS Guest Telephone Account (optional)



INT101 Asks for the GUEST or ROOM EXTENSION telephone accounts.

Not test

INT102

Asks for the GUEST or ROOM EXTENSION telephone accounts with GUEST Number or ROOM EXTENSION out of range.

Reply=INV RG

Not test

INT103

Asks for the GUEST or ROOM EXTENSION telephone accounts with GUEST Number or ROOM EXTENSION not checked-in.

Reply=INV RA

Not test

INT104

Asks for the GUEST or ROOM EXTENSION telephone accounts. Verify the management of Cost, Total Deposit and Guest balance.

Not test

Result INTERROGATION management followed by Guest Telephone Account.

Not test



8.1.11 PBX <--> PMS Voice mail attribution (F records) (optional) Type of Omni Message: A4645



VAT101 Open a GUEST voice mail box

VAT102 Open a ROOM extension voice mail box

VAT103 Open a voice mail box on GUEST number out of range

Reply=INV WG

VAT104 Open a voice mail box on ROOM extension out of range

Reply=INV WG Not possible from the PMS

VAT105 Open a voice mail box on GUEST number non checked-in

Reply=INV WA

VAT106 Open a voice mail box on ROOM extension not checked in

Reply=INV WA

VAT107

Open a voice mail box on GUEST number with no more mail box available on PBX (this test is performed after the mail box is full)

Reply=INV WX Unicorn can’t simulate it. No such hotel feature.

VAT108

Open a voice mail box on ROOM EXTENSION with no more mail box available on PBX (this test is performed after the mail box is full)

Reply=INV WX Unicorn can’t simulate it. No such hotel feature.

VAT109

Open a voice mail box on GUEST with voice mail out of range or not linked on PBX (This test is performed by removing the directory voice mail number from hotel management)

Reply=INV WV Unicorn can’t simulate it. No such hotel feature.

VAT 110

Open a voice mail box on ROOM EXTENSION with voice mail out of range or not linked on PBX (This test is performed by removing the directory voice mail number from hotel management)

Reply=INV WV Unicorn can’t simulate it. No such hotel feature.

VAT 111

Open a voice mail box on GUEST number which already owns a mail box

Reply=INV WZ Reply = WZ

VAT 112

Open a voice mail box on ROOM extension which already owns a mail box

Reply=INV WZ

VAT 113

Open a voice mail box on GUEST number by generating a false code in action field.

Reply=INV WJ Unicorn can’t simulate it. No such hotel feature

VAT 114

Open a voice mail box on ROOM EXTENSION by generating a false code in action field.

Reply=INV WJ

Unicorn can’t simulate it. No such hotel feature

VAT 115

Open a voice mail box on GUEST number by generating a false code identification in the message

Reply=INV WK


VAT 116 Open a voice mail box on ROOM EXTENSION by

Reply=INV WK




generating a false code identification in the message

VAT 117

Close a GUEST voice mail box

VAT118 Close a ROOM extension voice mail box

VAT121

Close a GUEST voice mail box which has not consulted messages

Reply=INV WM

VAT122

Close a ROOM extension voice mail box which has not consulted messages

Reply=WM (The PBX must always Execute (Check-out if voice mail = True ) because the PMS does not take account the Reply record)

This item could not be verified because the PBX did not send the correct status at the moment

Result VOICE MAIL Attribution



8.1.12 PBX --> PMS Voice mail event (optional) Type of Omni Message : A4645



VEV101 Voice mail event after box is becoming empty.

VEV102

Voice mail event after a message has been deposited in an empty mail box.

1 voice message has been deposited

VEV103

Voice mail event after a message has been deposited in an non empty mail box.

The PMS is saying that there are some messages in the mail box. (No difference if there are more 1 message in the mail box)

VEV104

Voice mail event after a message deposit generates an overflow state..

VEV105

Voice mail event on a non allocated GUEST Number after a message has been deposited in an empty mail box..

VEV106

Voice mail event on a non allocated GUEST Number after a message has been deposited in an non empty mail box..

VEV107

Voice mail event on a non allocated GUEST: - Allocate the GUEST. - Listen messages and remove them.

VEV108

Listen messages on a non empty mail box after checking out the Room extension

The PMS does not take account anymore of the voice mail events after check-out.

VEV109

Check-in a guest or room extension which mail box isn’t empty.


Result VOICE MAIL event



8.1.13 PBX <--> DYNAMIC SUITE (optional, relevant only in case of Guest management)



SUI101

Create a suite with managing extension and moved slave extension

SUI102

Create a suite with managing extension and moved first level suite extension

SUI103

Create a suite with an out of range managing extension and moved slave extension

Reply INV SG

SUI104

Create a suite with a managing extension and a moved slave extension out of range

Reply INV SR

Reply= SR

SUI105

Create a suite with managing extension already in a suite

Reply INV SU

Reply= SU

SUI106 Allocate GUEST number to a suite

Reply= AO

SUI107 Substract a slaved extension from the suite

SUI108

Substract a slaved extension which doesn’t belong to the suite from the suite

Reply INV SU

Reply= SU

SUI109 Allocate a guest to a slave extension

Reply INV BU

Reply= BU, for allocation

SUI110

Create a suite with managing extension and moved slave extension on the PBX

Reply INV BU

Result DYNAMIC SUITE

8.1.14 PBX <--> PMS Check out with Guest number management (mandatory in case of Guest management)



COC101 Check-out of a guest Number

COC102

Check-out of a guest which room line is busy . PBX configuration: execute the

command.

Reply = OE



COC103

Check-out of a guest which room line is busy . PBX configuration: refuse the

command.

Reply = PL The check-out is refused by the PMS

COC104

Check-out of a guest with not consulted messages in the associated voice mail box . PBX configuration: execute the

command.

Reply = OM Execute the command is imperative in PBX settings

COC105

Check-out of a guest with not consulted messages in the associated voice mail box . PBX configuration: refuse the

command.

Reply = PM Alert is played but room is checked out in PMS

COC106 Check Out of an invalid guest Number

Reply = PG

COC107 Check-out of a Not checked in guest Number

Reply = PA

COC108

Check Out of a ROOM EXTENSION with no guest allocated

Reply = PU

COC109 Verify metering bills by checking out a guest number

FCS use metering bill itself after check out

COC110

Verify metering bills by checking out a guest number which was transferred from one room to another room and called from each of them.


COC111

Verify metering bills by checking out a guest number which called from a booth extension


COC112

Check Out of a GUEST which is not allocated to a ROOM.

COC113 Check Out a Guest which has wakeup call setting

Result CHECK OUT GUEST NUMBER

8.1.15 PBX <--> PMS Check out with Room number management (mandatory in case of Room management)



COR101 Check Out of ROOM extension

COR102

Check Out of a extension which room line is busy. PBX configuration: execute the command.

Reply = OL



COR103

Check Out of a room extension which room line is busy . PBX configuration: refuse the command.

Reply = PL he check-out is refused by the PMS

COR104

Check Out of a room extension with not consulted messages in the associated voice mail box . PBX configuration: execute the command.

Reply = OM Execute the command is imperative in PBX settings

COR105

Check Out of a room extension with not consulted messages in the associated voice mail box. PBX configuration: refuse the command.

Reply = PM Alert is played but room is checked out in PMS

COR106 Check Out of an invalid room extension

Reply = PG

COR107 Check Out of a Not checked in room extension

Reply = PA

COR108

Verify metering bills by checking out a room extension

Result

CHECK OUT WITH ROOM NUMBER MANAGEMENT

8.1.16 PBX <-- PMS Night Audit Request (optional)



NAU101 Generate a NightAudit

Not test

Result NIGHT AUDIT REQUEST



8.1.17 PBX <-- PMS Reinit request // PBX --> PMS Re-init (recommended)



REI101

Generate a re-init request for a Guest or a Room extension - Full guest re-init

Specify in the request the Guest or Room extension

REI102

Generate a re-init request for a Guest or a Room extension - Partial guest re-init

REI103

Generate a re-init request for a Guest or a Room extension out of range

Reply = INV TG

REI104

Generate a re-init request for a Guest or a Room extension not checked in

Reply = TA

REI105

Generate a re-init request for every GUESTS or ROOM extensions checked-in..:- Full guest re-init.

Not able to test

REI106

Generate a re-init request for every GUESTS or ROOM extensions checked-in..: - Partial guest re-init.

Not able to test

Result RE-INIT REQUEST

Note : the strings send back are the same for a Full guest or a Partial guest re-init.



8.1.18 Disruption of AHL Link (mandatory)



DIS101

Cut the link between PMS interface and the PBX : Generate some events like wake-up and call-tickets on PBX side. Establish the link and verify that the events are taken into consideration on PMS side

Cut Ethernet on PMS side and plug back, immediately have all events send by PBX

DIS102

Cut the link between PMS interface and the PBX : Generate some events like check-in, allocations on PMS side. Establish the link and verify that the events are sent to the PBX.

Not able to test. PMS will not send message when detect link down.

DIS103

Cut the link between PMS interface and the PBX : Generate some events like wake-up and call-tickets on PBX side until the buffer is full. Establish the link and verify that the events are taken into consideration on PMS side

Not able to simulated full

DIS104

Power off the PMS interface and generate some events on PBX side.Restart the interface and verify that the events are sent and taken in consideration on the PMS side

Immediately have all events send by PBX when recover.

DIS105

If the PMS is composed with several devices, the same tests has to be done by powering off and restarting separatly the different devices.

Result DISRUPTION OF AHL LINK



9 Appendix A : Application description

9.1 System OS and information

9.2 Unicorn Server and Version (1.2.7.1)

9.3 Interface Configuration

Under C:\Program Files (x86)\FCS\Unicorn\Control, config file AlcatelAHL-PABX.XML .



Alcatel AHL interface ( Version 1.0.1017.59), see following screen:



9.4 Interacting with OmniPCX Enterprise : The application interacts with the OmniPCX Enterprise via TCP/IP & V24 AHL interfaces to manage hotel guest phone, real time billing of guest telephone call charges, wake up to the hotel Front Office System.



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

OXE hotel management, this is guest management based.

Application/hotel/Computer link Interface configuration = Master (TCP/IP) Interface configuration = Standard (V24)

Port V24 = /dev/rv24/b1/tty1 (45)

Transmission All Cost CDR/Tickets = No Of Room CDR/Tickets = Yes Of Administrative CDR/Tickets = No Of Room Status Tickets = Yes Of Check-In – Check-Out = Yes Of Attendant CDR/Tickets = No Of Voice Mail Information = Yes Of Wake-up Information = Yes Extended Tickets = Yes

No. Digits Guest Dir. = 5 digits FIFO size Alcatel Hotel Link = 500 frames Period for repeating message = 5



Application/hotel

Management mode = Guest management Installation = Hotel

Public Network COS = 2 Time to be done = 24 Allow. Inter-room Calls Time = 24 Forb. For Inter-room Calls Time = 24 Pre-payment (deposit) = Yes Wake-Up = Yes Personal Code = Yes Name = Yes Multi-Occupancy = No Language = Yes Room not done = Yes VIP = No Management services Room Status Management = Yes Check-Out if Ext. Call = Yes (Mandatory) Check-Out if Voice Msg = Yes (Mandatory) Installation Room Personal Code = No

Accounting management Internal accounting = Yes Database storage = Yes



Front Office Computer Parameters* Displayed value = Pulse or cost No. of last Masked Called Digits Usual Calls = 0 Filter : Outgoing Public PCX Calls Hotel/Hospital Billing Rating * First unit’s price = 0.11 Number of 1

st Units = 1

2nd

Unit’s price = 0.15 Number of second Units = 5 Last Unit’s Prices = 0.30 Accounting period Charge Scales = 2 (number of pulses) Duration = 5

User Management

ISDN Subscr. External + True Internal + True Display ext. calling number + True ISDN Teleservice + Phone Hotel-Set Function + Room Use Type Of Dir. No. + Normal Number Of Set Users : 1 => to authorize overbooking, set to value > 0 Multiline station + NO Dialled number masked + NO Routing Table : 0 Associated Videophone + False VIP (Very Important Pers.) + False Secretary Directory Number : 6404 Calls Priority : 0 PCBT Associated + NO

Urgent Call + NO



Locks

Hotel guest sets Hotel AHL on V24 Accounting users

* Note : Settings used only to turn ‘duration’ into ‘pulse’ or ‘cost’.



11 Appendix C: Partner escalation process

Level 1 Support As the first point of contact to all users for FCS, Level 1 Helpdesk, our goal is to close the case as

soon as they are reported. However, in the event of complicated cases such as data corruption or

potential hardware break down that will require more in-depth troubleshooting work to be done, one

working day after the initial response, if the case is still outstanding on FCS’ end, the next course

of action will either be on site support or will be escalated to next level of support at HQ, with users

being notified via email from our E-Helpdesk System.

Level 2 Support Level 2 Support consists of on-site support, and is rendered by our Professional Services team. Level

2 Support will be despatched only if there is a need to troubleshoot hardware on-site, etc, after all

possibilities to resolve the issue remotely have been exhausted. Level 2 Support may be called upon

by either Level 1 or Level 3 Support.

NOTE: The response time for on-site support depends on the category of Support and Maintenance Agreement signed up.

Level 1 Support Escalated to HQ At Level 1 support, if cases are not able to be resolved and are pending on FCS’ end, they will be

escalated to HQ. At the Regional Level, our HQ’s goal as well, is to close the case as soon as

possible. Escalation to Level 3 Support will be one working day after HQ qualifies the case as

enhancement/customization or code change, with all the proper data and information gathered from

user, and users advised accordingly via email from our E-Helpdesk System.

Level 3 Support (Development) Our team of Technical Engineers at Development will conduct the issue study, developed and

followed by Q.A.; this takes an average of 3-5 working days before any patch can be implemented at

any site, depending on the complexity of the work involved.

For enhancement/customization, a quotation on the man days and timeline required for the

customization work and installation will be issued out by our Sales team. Development team starts

work once all the details have been agreed upon by customer and FCS.

ESCALATION URGENT IMPORTANT GENERAL

1st Level

Response Time

2 hours 4 hours 1 working day

1st Level

Escalation to HQ

2 hours after 1st Level 4 hours after 1

st Level

1 working day after 1

st Level

HQ Escalation to 3

rd Level

2 hours after escalation to HQ 4 hours after escalation to HQ

1 working day after escalation to HQ



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]

EMEA

Eric Rogers Office No Mobile Phone No

+44-1453872763 +44-7801498029

[email protected]

mailto:[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

+65-67236819

teckchew.tan@planet


























Manager

+65-83686884 1world.com



12 Appendix E: AAPP program

12.1 Alcatel-Lucent Application Partner Program (AAPP)

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

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

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

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



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 F: AAPP Escalation process

13.1 Introduction The purpose of this appendix is to define the escalation process to be applied by the Alcatel-Lucent Business Partners when facing a problem with the solution certified in this document. The principle is that Alcatel-Lucent Technical Support will be subject to the existence of a valid InterWorking Report within the limits defined in the chapter “Limits of the Technical support”. In case technical support is granted, Alcatel-Lucent and the Application Partner, are engaged as following:

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



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 Erreur ! Source du renvoi

introuvable. “Validity of an Interworking Report”)

2. The 3rd

party company is referenced as AAPP participant but there is no official InterWorking Report (no IWR published on the Enterprise Business Portal for Business Partners or on the Alcatel-Lucent Application Partner web site) ,

3. The 3

rd party company is NOT referenced as AAPP participant

In all these cases, Alcatel-Lucent offers the “On Demand Diagnostic” service where Alcatel-Lucent will provide 8 hours assistance against payment.



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/


Partner: FCS Computer Systems Application type ... · FCS Unicorn offers the following guest-centric features – Unicorn has a seamless integration with Alcatel AHL link and able

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