Unified Communications Evaluation Plan
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Transcript of Unified Communications Evaluation Plan
Product Evaluation Page 1
Unified Communications
Evaluation Plan
Palm Beach County
Department of Information System Services Network Services Division
PBC’s Unified Communications Lab Testing Procedures
Product Evaluation Page 2
Table of Contents
Unified Communications .............................................................................................................................. 1
Evaluation Plan.............................................................................................................................................. 1
Palm Beach County ....................................................................................................................................... 1
1 Overview ............................................................................................................................................... 6
1.1 Introduction .................................................................................................................................. 6
1.2 Execution ....................................................................................................................................... 6
1.3 Test Categories and Subcategories ............................................................................................... 8
1.3.1 Architecture: VoIP Phone System ...................................................................................... 8
1.3.2 Collaboration & IM.......................................................................................................... 9
1.3.3 Call Center / Contact Center ............................................................................................. 9
2 Technical Planning Sessions ................................................................................................................ 12
2.1 Technical Planning Session: VoIP Platform Architecture ............................................................ 12
2.2 Technical Planning Session: Session Border Control .................................................................. 12
2.3 Technical Planning Session: TDM Integration /Migration Strategy ............................................ 12
2.4 Technical Planning Session: IP Phones and Endpoints................................................................ 13
2.5 Technical Planning Session: Features ......................................................................................... 13
2.6 Technical Planning Session: Voice Mail, Unified Messaging and Auto Attendant ..................... 13
2.7 Technical Planning Session: Collaboration .................................................................................. 14
2.8 Technical Planning Session: Contact Center ............................................................................... 14
2.9 Technical Planning Session: Integrated Voice Response (IVR) ................................................... 14
3 Unified Communications VoIP Platform Architecture ........................................................................ 16
3.1 Availability, Reliability and Survivability Test .............................................................................. 16
PBC’s Unified Communications Lab Testing Procedures
Product Evaluation Page 3
3.2 Automatic Fallback to Primary Server Test ................................................................................. 17
3.3 Manual Fallback to Primary Server Test ..................................................................................... 17
3.4 Remote Site Test ......................................................................................................................... 18
3.5 Signaling Encryption Test ............................................................................................................ 19
3.6 Session Border Controller(SBC) High Availability (HA) Failover Test .......................................... 19
3.7 IP Desk Phone Test ...................................................................................................................... 21
3.8 Firmware Upgrade Test............................................................................................................... 22
3.9 User Mobility Test ....................................................................................................................... 23
3.10 Class of Service(COS)/Class of Restriction(COR) Test ................................................................. 24
3.11 E911/ 911 Test / Discussion ........................................................................................................ 24
3.12 Voice Mail / Unified Messaging and Auto Attendant Tests ........................................................ 25
4 Collaboration ....................................................................................................................................... 28
4.1 IP Softphone Test ........................................................................................................................ 28
4.2 Desktop Collaboration Test ......................................................................................................... 29
4.3 Collaboration Integration with Microsoft Outlook / Lync Test ................................................... 30
4.4 Tandberg Video Interoperability Test ......................................................................................... 31
4.5 Smartphone/Tablet Test ............................................................................................................. 31
5 Contact Center .................................................................................................................................... 34
5.1 Basic Connectivity Test ............................................................................................................... 34
5.2 Inbound Call Handling Test ......................................................................................................... 35
5.3 Call Transfers Test ....................................................................................................................... 36
5.4 Voicemail with Email Delivery Test ............................................................................................. 37
5.5 Silent Monitor Test ..................................................................................................................... 37
5.6 Barge- in & Whisper Test ............................................................................................................ 38
PBC’s Unified Communications Lab Testing Procedures
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5.7 Call Recording Test ...................................................................................................................... 39
5.8 Chat Test ..................................................................................................................................... 40
5.9 Reports Capability Test ............................................................................................................... 41
5.10 Resource Failover Test ................................................................................................................ 43
5.11 Database Failover Test ................................................................................................................ 44
6 Appendices .......................................................................................................................................... 46
6.1 Appendix A- Automated Attendant ............................................................................................ 46
6.2 Appendix B - Scripts, Skills and Workgroup ................................................................................ 47
6.3 Appendix C - In Queue Messages / Announcements .................................................................. 48
6.4 Appendix D - System Parameters ............................................................................................... 49
6.5 Appendix E - Acronyms ............................................................................................................... 50
PBC’s Unified Communications Lab Testing Procedures
Product Evaluation Page 5
Part I
Overview
PBC’s Unified Communications Lab Testing Procedures
Product Evaluation Page 6
1 Overview
1.1 Introduction
The purpose of this document is to provide a minimum set of tests to ensure the unified
communications platform tested in the Palm Beach County (PBC) lab can meet the design,
functional, and disaster recovery requirements of Palm Beach County.
The test plans for PBC’s Unified Communications (UC) Lab Evaluation testing will consist of
three components:
1. VoIP / Phone Systems
2. Collaboration & Instant Messaging
3. Contact Center
PBC reserves the right to perform further tests in addition to those detailed in this document.
Relevant test plans will be developed, documented, and provided to vendors prior to the end of
the vendor’s lab test cycle with PBC.
1.2 Execution
PBC personnel will perform the Unified Communication System Lab test with assistance when
necessary from the solution provider. The solution provider will supply, install and configure
the necessary equipment needed to conduct proposed solution evaluations.
Solution providers will have the opportunity to correct product issues during the evaluation. It
will be at PBC’s discretion to perform re-tests.
The tests are to be performed in the order presented in this document and within the
timeframe allocated by PBC.
To support UC product evaluations in the Lab, Palm Beach County, Information System Services
Department will provide the following:
LAN/WAN/Internet access
SIP trunks
T1 circuit
Adequate work space
PBC’s Unified Communications Lab Testing Procedures
Product Evaluation Page 7
Power
Local switch and router support
Network cabling
A controlled environment.
Solution providers shall provide a complete and fully functioning Unified Communications
System to connect to the above mentioned IP Network, regardless of whether or not such
associated elements are individually specified in this documentation. The Unified
Communications System for the Palm Beach County’s Lab Testing shall include the following:
All associated software;
All associated licenses;
All associated hardware including but not limited to,
o IP Phones
o 2500 sets
o Foreign exchange originating (FXO) and Foreign exchange station (FXS) cards
o Analog Terminal Adaptors (ATA)
o PCs or Laptops
All associated supported sub systems
o Contact Center
o Auto Attendant
o Voice Mail
o Desktop software / collaboration
o Session Border Controller
o Gateways
o Call Recording
The UC system shall be configured and programmed to support at a minimum:
o 12 IP phones and voicemail boxes;
o 6 analog stations
o 12 IP softphones
o 1 T1 circuit
o SIP Trunks
o 12 contact center agents
o 2 contact center supervisors
PBC’s Unified Communications Lab Testing Procedures
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o 3 automatic call distribution (ACD) skill sets
o 3 holiday tables
o 3 music on-hold (MOH) sources.
1.3 Test Categories and Subcategories
1.3.1 Architecture: VoIP Phone System
Availability & Survivability
Capacity & Scalability
QoS support & CAC
Management & Administration
Moves, Adds & Changes
Billing & Reporting
Documentations & Support
Performance
Call Quality
Call Routing
Codec Types
TDM & SIP Trunks Support
Features
Basic Telephony Features
Advance Telephony Features
E-911 and 911 support
ERL and ELIN support
PBC’s Unified Communications Lab Testing Procedures
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Endpoints
IP Phones
Gateways
IP Soft Phones
ATAs
Desktop Video Support
Security
Encryption of Call Control
Encryption of RTP
Security Documentation & Discussion
1.3.2 Collaboration & IM
Desk Top Integration
Integration with Exchange
Interoperability with Tandberg Video Conference System
1.3.3 Call Center / Contact Center
ACD
Agent Desktop Integration & Browser
Basic Connectivity
Call Recording
Call Routing over SIP Trunks
Call Routing over TDM Trunks
High Availability Test
IVR
PBC’s Unified Communications Lab Testing Procedures
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Monitoring
Reports
Voice, Chat and Email Interactions
Note: All Failover Tests outline in this document are Geographic
End of Part I
PBC’s Unified Communications Lab Testing Procedures
Product Evaluation Page 11
Part II
Technical Planning Sessions
PBC’s Unified Communications Lab Testing Procedures
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2 Technical Planning Sessions
2.1 Technical Planning Session: VoIP Platform Architecture
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is
worth a maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by----- )
2.2 Technical Planning Session: Session Border Control
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is
worth a maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by----- )
Total Score
2.3 Technical Planning Session: TDM Integration /Migration Strategy
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is
worth a maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by -----)
Total Score
PBC’s Unified Communications Lab Testing Procedures
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2.4 Technical Planning Session: IP Phones and Endpoints
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is
worth a maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by -----)
Total Score
2.5 Technical Planning Session: Features
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is
worth a maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by----- )
Total Score
2.6 Technical Planning Session: Voice Mail, Unified Messaging and Auto
Attendant
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is
worth a maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by -----)
Total Score
PBC’s Unified Communications Lab Testing Procedures
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2.7 Technical Planning Session: Collaboration
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is worth a
maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by -----)
Total Score
2.8 Technical Planning Session: Contact Center
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is worth a
maximum of -----points of the Lab Evaluation) Scale 0 - 5 Notes:
1
Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by -----)
Total Score
2.9 Technical Planning Session: Integrated Voice Response (IVR)
Evaluator: __________________________________ Date: ____________
# Technical Planning Session (Note: This parameter is worth a
maximum of ----- points of the Lab Evaluation) Scale 0 - 5 Notes:
1 Technical Planning Session Results
2 Test Parameter Score Calculation: (Multiply row 1 value by -----)
Total Score
End of Part II
Product Evaluation Page 15
Part III
Unified Communications VoIP Platform
Product Evaluation Page 16
3 Unified Communications VoIP Platform Architecture
3.1 Availability, Reliability and Survivability Test
Evaluator:__________________________________ Date:_____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1
Confirm the primary server is operational and IP
endpoints are registered with the server.
2
Establish a station-to-station call and a station-to-Public
Switched Telephone Network (PSTN) call.
3
Affect a server outage by removing the primary server
from the data network.
4
Confirm in-progress calls remain connected and all
features are available. Confirm the standby server is now
operational as the primary server and allows IP
endpoints to re-register.
5
Confirm inbound and outbound calls can still be initiated,
processed and routed out of the platform.
6
If Applicable: Affect a server outage to the new primary
server by removing the server from the data network.
After the media server registration fails, confirm all IP
endpoints re-register to the next available backup server.
7
If Applicable: During failover, confirm in-progress calls in
step 2 remain connected and all features are still
available. Confirm new inbound and outbound calls can
also be processed.
8 Disconnect all calls and observe that all phones and
gateways in the lab are operational and registered.
9 Test Parameter Score Calculation Step 1: (Add score from
row 1-8)
10
Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 9 by -----. Note: If step 6 and 7 were Not
Applicable multiply the sum on row 9 by -----)
Total Score
PBC’s Unified Communications Lab Testing Procedures
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3.2 Automatic Fallback to Primary Server Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of -----points) Scale 0 - 5 Notes:
1 Initiate Auto fallback of call processing responsibility to
the original primary servers.
2 Confirm local IP endpoints register back to primary
servers.
3 Confirm call processing responsibility returns to the
primary servers.
4
Confirm the entire VoIP infrastructure is restored and
operating normally, and that inbound and outbound call
processing is functioning correctly.
5 Test Parameter Score Calculation Step 1: (Add score
from row 1- 4)
6 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 5 by -----)
Total Score
3.3 Manual Fallback to Primary Server Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of -----points) Scale 0 - 5 Notes:
1 Repeat Fallback testing to initiate Manual fallback of call
processing responsibility to the original primary servers.
2 Confirm local IP endpoints register back to primary
servers.
3 Confirm call processing responsibility returns to the
primary servers.
PBC’s Unified Communications Lab Testing Procedures
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4
Confirm the entire VoIP infrastructure is restored and
operating normally, and that inbound and outbound call
processing is functioning correctly.
5 Test Parameter Score Calculation Step 1: (Add score
from row 1- 4)
6 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 5 by -----)
Total Score
3.4 Remote Site Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1 Establish a station - to - time division multiplexing (TDM)
trunk call from the remote site in the Test Lab.
2
Isolate the Remote Gateway from the VoIP Lab Data
Network by disconnecting the network Ethernet cable.
Confirm existing call connections to the public switched
telephone network (PSTN) are maintained during the
failover and additional PSTN calls are being processed.
3
Move call processing and routing responsibilities back to
the primary call controller by re-establishing network
connectivity.
4 Confirm existing call connections and normal feature
operations are maintained.
5 Test Parameter Score Calculation Step 1: (Add score from
row 1- 4)
6 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 5 by -----)
Total Score
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3.5 Signaling Encryption Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1 Ensure that signaling encryption is active within a
network region.
2
Use a packet capture application and port mirroring to
capture packets of a registered endpoint in an on-hook
and off-hook state.
3 Establish a station-to-PSTN call or a station-to- station
call.
4
Confirm the packet capture application cannot decode
contents of the real-time Transport Protocol (RTP) media
stream.
5 Confirm the packet capture application cannot decode
the SIP signaling.
6 Test Parameter Score Calculation Step 1: (Add score
from row 1- 5)
7 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 6 by -----)
Total Score
3.6 Session Border Controller(SBC) High Availability (HA) Failover Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1
Ensure that SBCs are configured in a high availability
arrangement where multiple SBCs are actively
processing the calls simultaneously. Should a single SBC
fail, all active calls are maintained without interruption.
PBC’s Unified Communications Lab Testing Procedures
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2
Establish an outbound station-to-session Initiation
protocol (SIP) trunk call and an inbound SIP trunk-to-
station call.
3 Isolate the primary SBC by disconnecting the Ethernet
cable between the primary SBC and the data network.
4
Confirm the primary SBC is offline and that the standby
SBC is operational, active, and able to process new SIP
call requests. The backup SBC should now function as
primary SBC.
5
Confirm existing call connections and normal operations
are maintained during failover to the high availability
(HA) standby SBC.
6
Move call processing responsibility for new calls back to
the primary call controller by re-establishing Ethernet
network connectivity and allowing automatic fallback to
the primary SBC.
7
Confirm existing call connections and normal feature
operations were preserved during failover to the original
HA SBC.
8
Verify there was no loss of active media sessions or call
setup and teardown signaling during failover and
fallback.
9
Use a packet capture application to capture packets on
the SBC in WinPcap format. Establish an outbound
station-to-SIP trunk call and an inbound SIP trunk-to-
station call. Verify the SBC supports G.711, G.729a,
Annex A and Annex B.
10 While repeating step 8, confirm SBC supports codec
renegotiation during failover.
11
While repeating step 8, confirm SBC supports Delayed
Offer / Early Offer and Early Media functions of session
description protocol (SDP). Also verify that the SBC
supports real-time transport protocol (RTP) flow- around
and RTP flow-through.
PBC’s Unified Communications Lab Testing Procedures
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12 While repeating step 8, confirm SBC supports multiple
SIP providers and VLANs.
13 While repeating step 8, confirm SBC supports Quality of
Service (QoS) and protocol conversion (TCP / UDP).
14 While repeating step 8, confirm SBC supports REFER and
INVITE features to resolve call transfer issues.
15
Repeat Step 8. Verify SBC supports session Replication
for Call Recording
While repeating step 8, confirm SBC supports facsimile
transmission (FAX).
16 Test Parameter Score Calculation Step 1: (Add score
from row 1- 15)
17 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 16 by -----)
Total Score
3.7 IP Desk Phone Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of -----points) Scale 0 - 5 Notes:
1 Launch a variety of station-to-SIP (PSTN) and station-to-
non-station calls. Confirm functionality and call quality.
2
Execute a variety of features like: send-all-calls, hold and
call transfer to Voicemail to ensure that all basic
telephony features work.
3
Establish a conference call with internal and external
participants (Internal stations, external stations, and
PSTN conferees).
4
Confirm internal, external and PSTN conference
participants can be dropped or added back into the call
as needed.
PBC’s Unified Communications Lab Testing Procedures
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5 Test Parameter Score Calculation Step 1: (Add score from
row 1- 4)
6 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 5 by -----)
Total Score
3.8 Firmware Upgrade Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1 Using the administration interface perform a software
or operating system upgrade to a handset.
2 Perform an upgrade utilizing installation or deployment
options.
3 Configure and activate a phone station using the
administration tools provided.
4
Validate operation of the new phone station by
confirming the phone has registered to the data
network and is capable of making and receiving calls.
5
Test basic phone features, station-to- station calls,
station- to- TDM Trunk calls, and station-to SIP Trunk
calls.
6
Test call transfer, hold, resume, multiple calls per line,
joining calls on a single line, joining calls received on
separate lines, etc.
7 Test Parameter Score Calculation Step 1: (Add score
from row 1- 6)
8 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 7 by -----)
Total Score
PBC’s Unified Communications Lab Testing Procedures
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3.9 User Mobility Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1 Confirm user mobility features are administered on an
applicable station via the platform.
2 Activate User Mobility features on the endpoint via the
desktop phone set administered feature button.
3
Initiate an inbound call to the station, and confirm
ringing at the station as well as the activated mobile
endpoint.
4 Answer the mobile endpoint.
5 Confirm the call appearance on the applicable station is
active.
6
Select the active line appearance and answer the call at
the station. Confirm the call is now be bridged on both
station and mobile endpoints.
7 Hang-up the mobile endpoint and continue the call with
the desk station.
8 Use the extend call feature button on the desk station to
extend the established call to the mobile endpoint.
9 Answer the mobile endpoint and hang-up the desk
station. Confirm continued call connection.
10
Disconnect the call by ending the mobile call. Confirm
the call path has been disconnected through to the other
endpoint.
11 Test Parameter Score Calculation Step 1: (Add score
from row 1- 10)
12 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 11 by -----)
PBC’s Unified Communications Lab Testing Procedures
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Total Score
3.10 Class of Service(COS)/Class of Restriction(COR) Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of -----points) Scale 0 - 5 Notes:
1
Display the COS and COR screens and confirm the
various services and restrictions available for
management.
2 Assign and change the COS/COR for various endpoints.
3 Attempt to use features or capabilities that are defined
within a COS and note the ability to complete the task.
4
Attempt calls between administered endpoints and
other resources that are assigned a COR. Confirm the
ability to complete the call or task.
5 Test Parameter Score Calculation Step 1: (Add score from
row 1- 4)
6 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 5 by -----)
Total Score
3.11 E911/ 911 Test / Discussion
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of -----points) Scale 0 - 5
Name of Tester
1
Place test calls to E911 provisioned public safety
answering point (PSAP). Demonstrate configuration of
correct ANI, ALI information. Confirm same is
transmitted and received at the PSAP.
PBC’s Unified Communications Lab Testing Procedures
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2 Configure an Emergency Response Line Identifier (ELIN).
Validate the call is placed with the correct ELIN.
3
Unplug the phone and move it to another switch or
switch port that has been associated with another
emergency response location (ERL). Confirm ERL is re-
synched with location information.
4 Test Parameter Score Calculation Step 1: (Add score
from row 1- 4)
5 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 4 by -----)
Total Score
3.12 Voice Mail / Unified Messaging and Auto Attendant Tests
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of -----points) Scale 0 - 5 Notes:
1
Call the Voice Mail test-subscriber extension from
internal, external, and PSTN telephones. Allow the
Voice Messaging system to answer on a forward no
answer and busy basis.
2
Speak into the telephone and record the following test
message after the tone:
"This is a test call answer message."
3 Hang up the telephone to disconnect.
4
Repeat Steps 1 through 3 for each internal and PSTN
and TDM (external) telephone user interface (TUI)
tested.
5
Confirm message waiting indication (MWI) functionality
at the station or Softphone. Dial the Voice Messaging
system message retrieval number from the station or
Softphone.
PBC’s Unified Communications Lab Testing Procedures
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6 Enter the password for this mailbox. The system returns
the name of the test subscriber in audio format.
7
Upon accessing this mailbox for the first time, confirm
capability to configure the mailbox by answering a
series of voice prompts. Answer all voice prompts as
directed.
8 After the mailbox is operational, retrieve the test
message, then delete from mailbox
9 Test Parameter Score Calculation Step 1: (Add score
from row 1- 8)
10 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 9 by -----)
Total Score
End of Part III
Product Evaluation Page 27
Part IV
Collaboration
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4 Collaboration
4.1 IP Softphone Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1 Ensure applicable IP Softphone hardware and software is installed on a designated workstation and the workstation is IP Softphone enabled.
2 Initiate Softphone software installation wizards and configure as appropriate.
3 Initiate phone calls via the desktop application and use a separate desk phone set to provide audio and subsequent call control.
4 Microsoft Outlook will be provided on the workstation. Confirm the ability to dial any MS Outlook provided contact via IP Softphone.
5 Launch an instant messaging (IM) session from the MS Outlook contact list. Transition the IM session to a Softphone call.
6 Confirm presence of IP endpoints using the MS Outlook contact list.
7 Select and confirm use of available features from the Softphone; e.g. hold, transfer, and conference.
8 Dial non-SIP and PSTN endpoints from the Softphone. Confirm use of the Softphone to handle voice path, call processing and control.
9 Logoff from IP Softphone and confirm closure of the application.
10 Test Parameter Score Calculation Step 1: (Add score from row 1- 9)
11 Test Parameter Score Calculation Step 2: (Multiply the Sum from row 10 by -----)
Total Score
PBC’s Unified Communications Lab Testing Procedures
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4.2 Desktop Collaboration Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1 IM Account Provisioning to Active Directory
2 Install and configure desktop software client.
3 Sign into IM client utilizing the user’s active directory
(AD) credentials. – Single Sign on functionality
4 Change the presence status. Confirm the change of
status.
5 Add users to the new group using the search and add functions. Confirm the LDAP directory search results are returned.
6 Add a user found in the LDAP search above.
7 Exchange messages by launching a chat session with
the added user.
8 Add additional users to chat session. Create Group chat
session.
9 Note the Presence Status of the added user. Ask the
user to change their status in their client.
10 Escalate the IM chat to an audio call. Add video to the
audio call.
11
Initiate desktop share from the call window to share
your desktop with the other user. End desktop share
when the test is finished. End the video call.
12 Test Parameter Score Calculation Step 1: (Add score
from row 1- 11)
13 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 12 by -----)
Total Score
PBC’s Unified Communications Lab Testing Procedures
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4.3 Collaboration Integration with Microsoft Outlook / Lync Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points)) Scale 0 - 5 Notes:
1 Open MS Outlook on the system with the IM client
installed and logged in.
2 Confirm contact’s presence feature within Outlook is
populated.
3
Hover over the presence section to explore the contact
options including send email, initiate chat, and place a
call to any contact information associated with the
contact.
4
Send an email addressing at least two users. Open the
message in Outlook and confirm the presence status of
all users.
5
Note the IM options in the toolbar, specifically reply
with IM. Select the reply with IM option. Confirm an IM
window is opened with the user that sent the Email.
6 Create online meeting from Outlook client.
7
Initiate Online meeting from Outlook client. Have
meeting attendees join online session. Initiate video
and desktop sharing, whiteboard.
8 IM conversation archiving
9 Test Parameter Score Calculation Step 1: (Add score
from row 1- 8)
10 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 9 by -----)
Total Score
PBC’s Unified Communications Lab Testing Procedures
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4.4 Tandberg Video Interoperability Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a
maximum of ----- points) Scale 0 - 5 Notes:
1
Configure a coordinated dial plan to allow H.323 and SIP
dialing between desktop collaboration software and
Tandberg VCS.
2
Place a video call from desktop collaboration endpoint
to a conference room through Tandberg Video
Communication Server (VCS). Confirm video call was
successful.
3
Place a video call from a VCS controlled endpoint
desktop collaboration client. Confirm video call was
successful.
4
Call into the bridge from a VCS controlled endpoint and
desktop collaboration client. Confirm normal video
functionality is accomplished at both endpoints.
5 Test Parameter Score Calculation Step 1: (Add score
from row 1- 4)
6 Test Parameter Score Calculation Step 2: (Multiply the
Sum from row 5 by -----)
Total Score
4.5 Smartphone/Tablet Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points)
Scale 0 -
5 Notes:
1 Mobility presence. View others presence / Change own
presence.
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2 Search for contacts in the Address Book.
3 Creating personal contacts groups. E.I. Pinned contacts,
Favorites, Coworkers, etc.
4 Capability to look up calendar for meetings.
5 Join Online Meeting using Smartphone/Tablet Application
6 Test Parameter Score Calculation Step 1: (Add score from row 1- 5)
7 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 6 by -----)
Total Score
End of Part IV
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Part V
Contact Center
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5 Contact Center
5.1 Basic Connectivity Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of ----- points)
Scale 0 - 5 Notes:
1
Network Administrators logs into Contact Center; create Agents, Supervisors, Workgroups, Projects and Campaigns. Note: See Appendices 6 for workgroup, Project script, agent skill-set and Supervisors information.
2 Partition the Contact Center by grouping Agents and assigning them to the unique workgroups created in Step One.
3 Assign Supervisors to the unique Workgroup and give them permissions and capabilities manage their assigned agents.
4 Assign monitoring, reporting, consulting, and barge-in functionality to Supervisors.
5 Create a Project with automatic call distribution (ACD) to route calls to multiple workgroups in the contact center.
6 Configure an automated attendant (AA) to route incoming calls to the above workgroups.
7 Addition to routing ACD calls; configure direct call transfer to workgroup for non-ACD calls.
8 Supervisors log in to the contact center management console. Confirm the agent call control screen is displayed and assign skill-sets to agents.
9 Access the configuration mode. The call queue configuration as displayed in the pop-up window.
10 Access the agent station configuration mode. The agent station configuration as displayed in the pop-up window.
11 Confirm the telephone extension listed in the management display matches the extension on phone at workstation. Confirm the extension is correctly configured.
12 Select the connect-to-server button on the management console. Confirm the telephone icon changes to a ringing indication. Verify the extension rings at the correct agent workstation.
13 Test Parameter Score Calculation Step 1: (Add score from row 1- 12)
14 Test Parameter Score Calculation Step 2: (Multiply the Sum from row 13 by -----)
Total Score
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5.2 Inbound Call Handling Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Log in as Network Administrator, select project. Project information is displayed.
2 Configure and edit a “Test” project. Display the edit screen.
3 Configure project with inbound phone number, workgroup and agent script. Verify project parameters are set.
4 Save project. Confirm newly configured project is displayed in project list.
7 Select workgroups for configuration. Workgroup list is displayed.
8 Add a new workgroup named “Test”. Display Workgroup edit screen.
9 Select and add multiple agents to the “Test” project workgroup. Confirm these agents are displayed in the “Test” project screen.
10 Confirm above agents are displayed in the “Test” project workgroup screen.
11 Log into contact center via a separate supervisor workstation. Navigate to a window displaying call activity.
12 From another phone, dial phone number assigned to Test project. Confirm the caller hears a message associated with this project. Confirm an agent station assigned to this project rings.
13 Answer the incoming call to the Test project agent station. In the management console’s call activity display, confirm that call status of this call changes from incoming ringing to answer by the agent.
14 Disconnect call by hanging up the phone. Confirm the call transaction outcome window is displayed. Confirm the agent’s station changes from active on the call to a status that indicates: 1) the caller is disconnected and 2) the agent is in a paperwork wrap up mode and is not yet available for the next call.
15 Repeat Steps 12 and 13. Verify the call hunt to all agent stations until answered.
16 Repeat Steps 12 and 13. Confirm the caller is offered the option of requesting an agent call back rather than remaining in call queue until answered.
17 Repeat Steps 12 and 13. Verify an agent has the ability to answer a second call in the queue while placing the first call on hold.
18 Repeat Steps 12 and 13. Verify the caller receives a periodic message indicating the anticipated wait time before an agent will answer the call. Additionally, verify the caller receives customizable in-queue announcements that are correct for the applicable Test project.
19 Repeat Steps 12 and 13. Verify calls are following the routing
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customized per the Test project design.
20 Repeat Steps 12 and 13. Verify that Supervisors can prioritize agent assignments to match changing workload requirements.
21 Test Parameter Score Calculation Step 1: (Add score from row 1-
20)
22 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 21 by -----)
Total Score
5.3 Call Transfers Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Make outbound call.
2 Blind Transfer call to External Number. The agent affects a blind or unannounced transfer of a call to an external number.
3 Supervise transfer call to External Number. Agent announces the call to the destination responder before affecting the transfer.
4 Warm transfer call to External Number. Confirm the agent can remain on the call while transferring the caller to an external third party.
5 Verify multiline connection. Confirm the capability of conferencing to support 6 party conferencing from multiple endpoints.
6 Test Parameter Score Calculation Step 1: (Add score from row 1- 5)
7 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 6 by -----)
Total Score
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5.4 Voicemail with Email Delivery Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Log into the Contact Center. Call Control screen is displayed.
2 Change agent status to On Break. Agent status displays as On Break
3 Dial into the Test Project from another phone. As no agents are logged in, confirm the call forwards to voicemail.
4 Change agent status to Available. Agent status changes to Available Confirm notification of new ACD Voicemail to the Agent’s workgroup.
5 Retrieve voicemail; confirm voicemail call is displayed in application’s appropriate window. Confirm the email is sent to an agent’s inbox and email client is opened.
6 Open email and double click on attached wav file. Confirm voicemail is played through default media player and speakers.
7 Click Disconnect. Confirm the Transaction results pop-up window is displayed. Confirm the agent status indication changes to post call wrap up.
8 Test Parameter Score Calculation Step 1: (Add score from row 1- 7)
9 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 8 by -----)
Total Score
5.5 Silent Monitor Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Log into the Contact Center. Call Control screen is displayed.
2 Log in as a Supervisor. Confirm the supervision screen is displayed showing agent logged in status.
3 Supervisor selects agent and verify agent is on an active call.
4 Supervisor clicks Listen Icon. Supervisor’s telephone rings and can hear agent conversation.
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5 Test Parameter Score Calculation Step 1: (Add score from row 1- 4)
6 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 5 by -----)
Total Score
5.6 Barge- in & Whisper Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Log into the contact center test project as an agent and successfully initiate call to external party.
2 Log into the contact center test project as a Supervisor. Confirm the management screen is displayed and indicates an agent has logged in.
3 Supervisor selects the icon of the logged in agent. The agent icon will be highlighted.
4 Supervisor selects feature button that allows him to ‘barge into’ the agent’s conversation. Confirm the supervisor’s telephone receives an indication that he has access to the agent’s session, can hear agent conversation and that supervisor can converse with the agent without the third party hearing the supervisor.
5 Repeat Steps 3 and 4. Supervisor selects another icon which allows him to enter the agent’s session. Confirm the supervisor receives an indication that he has access to the agent’s session and all parties can participate on a conference basis.
6 Test Parameter Score Calculation Step 1: (Add score from row 1- 5)
7 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 6 by -----)
Total Score
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5.7 Call Recording Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Agents Log-In to Contact Center.
2 External caller place call to Contact Center. Verify call is answered by Agent.
3 Supervisor logs into Contact Center. Supervision screen is displayed showing agent logged in status. Supervisor selects the icon of the logged in agent. The agent icon will be highlighted.
4 Supervisor selects feature button that allows him/her to record the agent’s conversation. Confirm the supervisor’s telephone receives an indication that he/she is recording the agent’s session.
5 Agent disconnects from call.
6 Supervisor will locate the agent’s recording and selects the play icon. Confirm the recording of the agent’s session is played back and can be downloaded for further use.
7 Supervisor to score or grade playback of Agent’s call and place audio as well as text notes onto recording document.
8 Send graded copy of recording document to Agent for use as coaching and mentoring tool by Supervisor.
9 Agent initiates call to external party
10 Verify Supervisor is logged into Contact Center. Supervision screen is displayed showing agent logged in status.
11 Supervisor selects the icon of the logged in agent. The agent icon will be highlighted.
12 Supervisor selects feature button that allows him/her to record the agent’s conversation. Confirm the supervisor’s telephone receives an indication that he/she is recording the agent’s session.
13 Agent disconnects from call.
14 Supervisor will locate the agent’s recording and selects the play icon. Confirm the recording of the agent’s session is played back and can be downloaded for further use.
15 Test Parameter Score Calculation Step 1:
(Add score from row 1- 14)
16 Test Parameter Score Calculation Step 2:
(Multiply the Sum from row 15 by ----)
Total Score
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5.8 Chat Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Agent logs into the contact center. Agent’s call control screen is displayed.
2 Supervisor logs into contact center and receives supervisory console display with indication above agent is logged on.
3 Supervisor selects agent. The agent icon will be highlighted.
4 Supervisor selects Chat with Agent option. Chat instant message box will be displayed.
5 Supervisor types message into text box and selects send button. Confirm the agent receives message in appropriate screen and is able to converse in writing with supervisor.
6 Repeat Step 1 and Select Test Project and click Edit. Project edit screen is displayed.
7 Click on Chat tab. Phone project screen displayed.
8 Configure project with workgroup, push pages, script and FAQ. Project parameters are set.
9 Click Apply. Project is saved. Project list is displayed.
10 Click Create Page. HTML Chat page is created.
11 Click File Save As, then choose a location you are able to recall, e.g. Desktop. Click Save. HTML page is saved.
12 Double click the HTML page. Chat page opens.
13 Log into Contact Center in a separate window/PC in available mode. Call Control screen is displayed.
14 Fill in the chat page and click Chat. The Chat request enters the Queue. The customer should see the Push pages during Queue wait time.
15 Agent Accepts the Chat interaction. Interaction is shown active.
16 Customer types in chat. Agent sees text.
17 Agent types in chat. Customer sees text.
18 Click Disconnect. Outcome pop-up window is displayed. Status changes to Wrap Up.
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19 No action. Customer should see the disconnect push page.
20 Test Parameter Score Calculation Step 1: (Add score from row 1-
19)
21 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 20 by -----)
Total Score
5.9 Reports Capability Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Network Administrators logs into Contact Center set up reports and grant access to Supervisors. Also, work with supervisors on report layout and content.
2 Supervisors review historical reports of inbound test calls into the Contact Center
3 Supervisors configure alarms and threshold for the Projects, Workgroups and Agents you manage
4 Create tabular and graphical reports showing agent activity, performance, efficiency, Interaction statistics and outcomes
5 Create Project Routing Schedules report which displays all of the schedules defined for your call center. Note: Information provided in this report includes: DNIS Utilized by the Project, Day of Week, Project Start and stop time and Project Routing
6 Create Billing Report: this report summarizes the number and duration of interactions in your call center
7 Create Workgroup Skills Report: this report displays the skills
assigned to a workgroup and the rating of those skills.
8 Create Workgroup Segments Report: this report shows call center
use, agent performance and billing statistics for selected projects
and workgroup.
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9 Create Workgroup Interval Time Report: this report shows how agents are performing at specific times of the days.
10 Create Workgroup Interval by Media Type: this report shows how many interactions of each media type the call center receives at specific times of the day.
11 Create Outcome Statistics: this report shows tracking of interactions based on interaction type
12 Create Overdue Callback Report: this report lists all interactions waiting for a callback.
13 Create Agent Information Report: this report displays agent profile information.
14 Create Agent Interaction Report: this report displays information about the number and duration of selected interaction types for selected agents.
15 Create Agent Skills Report: this report shows which skill an agent possesses and provides the agent’s skill rating.
16 Create Agent Utilization Report: this report show the time agents spent handling interactions, awaiting interactions or un-available to take interactions
17 Create Direct Dialing Statistics Report: this report shows statistics for calls dialed directly to agent or dialed by the agent to an external number.
18 Create Login Report: this report displays logged in agent, log in time and log in duration.
19. Create Project Segments: this report shows a set of interaction summary statistics broken down by interaction type.
20 Verify all reports can be schedule and electronically delivered.
21 Complete demo and Q&A session outlining Additional Reporting Capability.
22 Test Parameter Score Calculation Step 1: (Add score from row 1-
21)
23 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 20 by -----)
Total Score
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5.10 Resource Failover Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Log into Network Manager. Network Manager is displayed.
2 Select Companies. Company list is displayed
3 Have at least 1 call in progress.
4 Click on each Master company resource and choose stop. Each resource will turn Red.
5 Ensure the Backup resources promote to master. Each resource will turn Red.
6 Verify calls in progress were not interrupted. Calls continue.
7 Verify GUI interaction was not interrupted. Screens should continue to function without being logged off.
8 Click on each Backup resource and choose stop. The resource will turn Red.
9 Note calls in progress were sent to voicemail.
10 Restart both Master and Backup. The resource will turn Green.
11 Repeat step 3 and Click on each Master ACD resource and choose stop. The resource will turn Red
12 Click on each Backup ACD resource and choose stop. The resource will turn Red.
13 Note calls in progress were not affected.
14 Call into the system Prompts are played, ACD queue is unavailable and Call goes to Voicemail.
15 Restart both Master and Backup. The resource will turn Green
16 Test Parameter Score Calculation Step 1: (Add score from row 1-
15)
17 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 16 by -----)
Total Score
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5.11 Database Failover Test
Evaluator: __________________________________ Date: ____________
# Test Parameter (This test parameter is worth a maximum of -----
points) Scale 0 - 5 Notes:
1 Log into SQL. SQL is displayed.
2 Login in 2 Contact Center users.
3 Have at least 1 call in progress.
4 Fail over mirror.
5 Log in a 3rd
user after failover of Mirror. Log in success.
6 Verify calls in progress were not interrupted.
7 Verify GUI interaction was not interrupted.
8 Fail over mirror (to Primary)
9 Log in a 3rd
user after fail-over of Mirror. Log in success.
10 Verify calls in progress were not interrupted. Calls continue.
11 Verify GUI interaction was not interrupted.
12 Test Parameter Score Calculation Step 1: (Add score from row 1-
11)
13 Test Parameter Score Calculation Step 2: (Multiply the Sum from
row 12 by -----)
Total Score
End of Part V
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Part VI
Appendices
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6 Appendices
6.1 Appendix A- Automated Attendant
Note: Optional and flexible emergency announcement to be used to provide important information due to
closure or other emergency
Menu
Destination
Main Menu For pogo sticks, press 1 skill G
For trampolines, press 2 skill H
For kangaroo shoes, press 3 skill I
For Location and hours press 4
Location and hours
For permit rates, press 5 Permit Rates
For all other, press 6 skill G
To repeat press 8 Main menu
To Speak With An Agent press 0 skill G
No response, skill G skill G
Location and hours For WPB office, press 1 WPB Office
For Delray office, press 2 Delray office
To repeat, press 8
Location and hours
To return to main menu, press 9 Main menu
To Speak With An Agent press 0 skill G
No response, skill G skill G
Permit Rates For pogo stick rates, press 1 Pogo Stick Rates
For trampoline rates, press 2
Trampoline Rates
To repeat, press 8 Permit Rates
To return to main menu, press 9 Main menu
To Speak With An Agent press 0 skill G
No response, skill G skill G
Pogo Stick Rates Pogo Stick permit rates are $10
To repeat, press 8
Pogo Stick Rates
To return to main menu, press 9 Main menu
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To Speak With An Agent press 0 skill G
No response, skill G skill G
Trampoline Rates Trampoline permit rates are $5
To repeat, press 8
Trampoline Rates
To return to main menu, press 9 Main menu
To Speak With An Agent press 0 skill G
No response, skill G skill G
WPB Office Located in WPB
To repeat, press 8 WPB Office
To return to main menu, press 9 Main menu
To Speak With An Agent press 0 skill G
No response, skill G skill G
Delray Office Located in Delray
To repeat, press 8 Delray Office
To return to main menu, press 9 Main menu
To Speak With An Agent press 0 skill G
No response, skill G skill G
6.2 Appendix B - Scripts, Skills and Workgroup
Note: Three holiday tables (O – P – Q) are to be pre-created and will be updated by ISS staff with dates that
will correspond to actual Lab interval
SKILL G – POGO STICKS - 75474
Check holiday table O for schedule
If no agents are logged in, go to announcement message Z and then disconnect
If agent logged in, route to agent waiting the longest in target skill
If agents are not available, put in multiple queue to skills G, H and I
Play in queue message R
Play MOH source J
After in queue for 20 seconds, play in queue message S
Play MOH source J
After 60 seconds, repeat in queue message S
Repeat steps on lines 9 and 10 until agent is available in skills G, H, I
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SKILL H - TRAMPOLINES – 75475
Check holiday table P for schedule
If no agents are logged in, go to announcement message Z and then disconnect
If 3 calls in queue, play message X and disconnect
If longest waiting call exceeds 2 min, route to message X and disconnect
If agent logged in, route to agent waiting the longest in skill H
If agent logged in but none available, state anticipated wait time based on maximum delay in answer
Play in queue message T
Play MOH source K
After 30 seconds, play in queue message U
Repeat steps on lines 21 and 22 until agent is available in skill H
SKILL I – KANGAROO SHOES - 75476
Check holiday table Q for schedule
If no agents are logged in, go to announcement message Z and then disconnect
If 3 calls in queue, play message X and disconnect
If longest waiting call exceeds 2 min, route to message X and disconnect
If agent logged in, route to agent waiting the longest in skill I
If three rings no answer, make agent not ready and return call to queue in highest priority
If agent logged in but none available, state anticipated wait time based on maximum delay in answer
Play in queue message V (Caller maintains place in queue)
Play MOH source L After 10 seconds, play in queue message W Repeat steps on lines 33 and 34 until agent is available in skill
6.3 Appendix C - In Queue Messages / Announcements
Message Announcement
Message R All agents are assisting other callers. Please hold for the next available agent
Message S Please continue to hold.
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Message T All agents are currently busy. You can find additional info at pbcgov.com. If you would prefer to receive a callback, please say or enter your telephone number now. Staff responsible for callbacks to customers will receive notification of same and will be provided with a simple callback option.
Message U Please continue to hold. PBC Government is looking forward to assisting you.
Message V All agents are busy. While you wait, if you would like to hear information about recent updates to Hopping, Bouncing or Jumping regulations press 1 now. Your call will be answered in the order in which it was received.
* If caller presses 1, caller stays in queue but hears message Y
Message W Please continue to hold for a Vertically Active representative
Message X You have reached us at a very busy time. Please call back.
Message Y Hopping, Bouncing & Jumping regulations are now in effect. Your call is very important to us. Please continue to hold for the next available agent.
Message Z No one is available to take your call. Please call back during normal business hours, 8AM until 5PM, Monday through Friday. Good bye.
6.4 Appendix D - System Parameters
Intercom groups A, B, C
Intercom Exts 00-99
Call Pick Up groups D, E, F
ACD Skills G, H, I
Music on Hold Sources J, K, L
Paging groups M, N
Holiday tables O, P, Q
In queue message R, S, T, U, V, W
Recorded Information X, Y, Z
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Dialing Plan
Lead Digit Local NXX Range Service
7 227 5413 – 5432 D.I.D.
7 --- 5470 – 5499 non-D.I.D.
Extension Range 75413 - 75499
Number assignments
75429 Director
75428 Director private line
75424 Secretary
75423 Secretary rollover
75418 ACD A
75419 ACD B
75472 ACD C
75473 ACD D
75474 Skill G
75475 Skill H
75476 Skill I
75422 Executive I
75427 Admin I
75423 Executive II
75421 Admin II
75420 ACD Supervisor 1
75424 ACD Supervisor 2
75470 Analog 1
75471 Analog 2
75430 Voicemail
75425 Main Menu – Auto Attendant
75426 Permit Rates
75432 FAX
75480 Remote Office – Room 401.7
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Appendix E - Acronyms
AA Auto Attendant
ACD Automatic Call Distribution
ALI Automatic Location Identification
ANI Automatic Number Identification
ATA Analog Terminal Adapter
CAC Connection Admission Control
CTI Computer Telephony Integration
E-911 Enhanced 911 Service
ELIN Emergency Location Identification Number
ERL Emergency Response Location
FTP File Transfer Protocol
H.323 H.323 Protocol
IM Instant Messaging
IP Internet Protocol
IVR Interactive Voice Response
LAN Local Area Network
NIU Network Interface Unit
OS Operating System
PBX Private Branch Exchange
POTS Plain Old Telephone Service
p-ANI pseudo- Automatic Number Identification
PSAP Public Safety Answering Point
PSTN Public Switched Telephone Network
QoS Quality of Service
RTP Real-time Transport Protocol
SBC Session Border Controller
SIP Session Initiation Protocol
SNMP Simple Network Management Protocol
SSH Secure Shell
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TCP Transmission Control Protocol
TDM Time-Division Multiplexing
TFTP Trivial File Transfer Protocol
TTY Teletypewriter
UC Unified Communications
UDP User Datagram Protocol
UTP Unshielded Twisted Pair
VLAN Virtual LAN
VoIP Voice over Internet Protocol
WAN Wide Area Network
End of Part VI