Unified Communications Evaluation Plan Palm Beach County Department of Information System Services Network Services Division Product Evaluation Page 1
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 Product Evaluation Page 2
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 Product Evaluation Page 3
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 Product Evaluation Page 4
Part I Overview Product Evaluation Page 5
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 Product Evaluation Page 6
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 Product Evaluation Page 7
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 Product Evaluation Page 8
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 Product Evaluation Page 9
Monitoring Reports Voice, Chat and Email Interactions Note: All Failover Tests outline in this document are Geographic End of Part I Product Evaluation Page 10
Part II Technical Planning Sessions Product Evaluation Page 11
2 Technical Planning Sessions 2.1 Technical Planning Session: VoIP Platform Architecture # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by----- ) 2.2 Technical Planning Session: Session Border Control # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by----- ) 2.3 Technical Planning Session: TDM Integration /Migration Strategy # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by -----) Product Evaluation Page 12
2.4 Technical Planning Session: IP Phones and Endpoints # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by -----) 2.5 Technical Planning Session: Features # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by----- ) 2.6 Technical Planning Session: Voice Mail, Unified Messaging and Auto Attendant # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by -----) Product Evaluation Page 13
2.7 Technical Planning Session: Collaboration # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by -----) 2.8 Technical Planning Session: Contact Center # Technical Planning Session (Note: This parameter is worth a maximum of -----points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by -----) 2.9 Technical Planning Session: Integrated Voice Response (IVR) # Technical Planning Session (Note: This parameter is worth a maximum of ----- points of the Lab Evaluation) 1 Technical Planning Session Results 2 Test Parameter Score Calculation: (Multiply row 1 value by -----) End of Part II Product Evaluation Page 14
Part III Unified Communications VoIP Platform Product Evaluation Page 15
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) 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 9 10 Disconnect all calls and observe that all phones and gateways in the lab are operational and registered. Test Parameter Score Calculation Step 1: (Add score from row 1-8) 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 -----) Product Evaluation Page 16
3.2 Automatic Fallback to Primary Server Test # Test Parameter (This test parameter is worth a maximum of -----points) 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 -----) 3.3 Manual Fallback to Primary Server Test # Test Parameter (This test parameter is worth a maximum of -----points) 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. Product Evaluation Page 17
4 5 6 Confirm the entire VoIP infrastructure is restored and operating normally, and that inbound and outbound call processing is functioning correctly. Test Parameter Score Calculation Step 1: (Add score from row 1-4) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 5 by -----) 3.4 Remote Site Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) Product Evaluation Page 18
3.5 Signaling Encryption Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) 3.6 Session Border Controller(SBC) High Availability (HA) Failover Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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. Product Evaluation Page 19
2 3 4 5 6 7 8 9 10 11 Establish an outbound station-to-session Initiation protocol (SIP) trunk call and an inbound SIP trunk-tostation call. Isolate the primary SBC by disconnecting the Ethernet cable between the primary SBC and the data network. 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. Confirm existing call connections and normal operations are maintained during failover to the high availability (HA) standby SBC. 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. Confirm existing call connections and normal feature operations were preserved during failover to the original HA SBC. Verify there was no loss of active media sessions or call setup and teardown signaling during failover and fallback. 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-tostation call. Verify the SBC supports G.711, G.729a, Annex A and Annex B. While repeating step 8, confirm SBC supports codec renegotiation during failover. 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. Product Evaluation Page 20
12 13 14 15 16 17 While repeating step 8, confirm SBC supports multiple SIP providers and VLANs. While repeating step 8, confirm SBC supports Quality of Service (QoS) and protocol conversion (TCP / UDP). While repeating step 8, confirm SBC supports REFER and INVITE features to resolve call transfer issues. Repeat Step 8. Verify SBC supports session Replication for Call Recording While repeating step 8, confirm SBC supports facsimile transmission (FAX). Test Parameter Score Calculation Step 1: (Add score from row 1-15) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 16 by -----) 3.7 IP Desk Phone Test # Test Parameter (This test parameter is worth a maximum of -----points) 1 Launch a variety of station-to-sip (PSTN) and station-tonon-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. Product Evaluation Page 21
5 6 Test Parameter Score Calculation Step 1: (Add score from row 1-4) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 5 by -----) 3.8 Firmware Upgrade Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) Product Evaluation Page 22
3.9 User Mobility Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 6 7 8 9 10 11 12 Confirm the call appearance on the applicable station is active. 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. Hang-up the mobile endpoint and continue the call with the desk station. Use the extend call feature button on the desk station to extend the established call to the mobile endpoint. Answer the mobile endpoint and hang-up the desk station. Confirm continued call connection. Disconnect the call by ending the mobile call. Confirm the call path has been disconnected through to the other endpoint. Test Parameter Score Calculation Step 1: (Add score from row 1-10) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 11 by -----) Product Evaluation Page 23
3.10 Class of Service(COS)/Class of Restriction(COR) Test # Test Parameter (This test parameter is worth a maximum of -----points) 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 4 5 6 Attempt to use features or capabilities that are defined within a COS and note the ability to complete the task. Attempt calls between administered endpoints and other resources that are assigned a COR. Confirm the ability to complete the call or task. Test Parameter Score Calculation Step 1: (Add score from row 1-4) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 5 by -----) 3.11 E911/ 911 Test / Discussion # Test Parameter (This test parameter is worth a maximum of -----points) 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. Product Evaluation Page 24
2 3 4 5 Configure an Emergency Response Line Identifier (ELIN). Validate the call is placed with the correct ELIN. 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 resynched with location information. Test Parameter Score Calculation Step 1: (Add score from row 1-4) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 4 by -----) 3.12 Voice Mail / Unified Messaging and Auto Attendant Tests # Test Parameter (This test parameter is worth a maximum of -----points) 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 5 Repeat Steps 1 through 3 for each internal and PSTN and TDM (external) telephone user interface (TUI) tested. Confirm message waiting indication (MWI) functionality at the station or Softphone. Dial the Voice Messaging system message retrieval number from the station or Softphone. Product Evaluation Page 25
6 7 8 9 10 Enter the password for this mailbox. The system returns the name of the test subscriber in audio format. 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. After the mailbox is operational, retrieve the test message, then delete from mailbox Test Parameter Score Calculation Step 1: (Add score from row 1-8) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 9 by -----) End of Part III Product Evaluation Page 26
Part IV Collaboration Product Evaluation Page 27
4 Collaboration 4.1 IP Softphone Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) Product Evaluation Page 28
4.2 Desktop Collaboration Test # Test Parameter (This test parameter is worth a maximum of ----- points) 1 IM Account Provisioning to Active Directory 2 Install and configure desktop software client. 3 4 5 Sign into IM client utilizing the user s active directory (AD) credentials. Single Sign on functionality Change the presence status. Confirm the change of status. 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 8 9 10 11 12 13 Exchange messages by launching a chat session with the added user. Add additional users to chat session. Create Group chat session. Note the Presence Status of the added user. Ask the user to change their status in their client. Escalate the IM chat to an audio call. Add video to the audio call. 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. Test Parameter Score Calculation Step 1: (Add score from row 1-11) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 12 by -----) Product Evaluation Page 29
4.3 Collaboration Integration with Microsoft Outlook / Lync Test # Test Parameter (This test parameter is worth a maximum of ----- points)) 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 10 Test Parameter Score Calculation Step 1: (Add score from row 1-8) Test Parameter Score Calculation Step 2: (Multiply the Sum from row 9 by -----) Product Evaluation Page 30
4.4 Tandberg Video Interoperability Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) 4.5 Smartphone/Tablet Test # Test Parameter (This test parameter is worth a maximum of ----- points) Scale 0-5 1 Mobility presence. View others presence / Change own presence. Product Evaluation Page 31
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 -----) End of Part IV Product Evaluation Page 32
Part V Contact Center Product Evaluation Page 33
5 Contact Center 5.1 Basic Connectivity Test # Test Parameter (This test parameter is worth a maximum of ----- points) Network Administrators logs into Contact Center; create Agents, Supervisors, Workgroups, Projects and Campaigns. 1 Note: See Appendices 6 for workgroup, Project script, agent skillset 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 skillsets 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 -----) Product Evaluation Page 34
5.2 Inbound Call Handling Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 Product Evaluation Page 35
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 -----) 5.3 Call Transfers Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) Product Evaluation Page 36
5.4 Voicemail with Email Delivery Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) 5.5 Silent Monitor Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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. Product Evaluation Page 37
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 -----) 5.6 Barge- in & Whisper Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) Product Evaluation Page 38
5.7 Call Recording Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 ----) Product Evaluation Page 39
5.8 Chat Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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. Product Evaluation Page 40
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 -----) 5.9 Reports Capability Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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. Product Evaluation Page 41
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 -----) Product Evaluation Page 42
5.10 Resource Failover Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 -----) Product Evaluation Page 43
5.11 Database Failover Test # Test Parameter (This test parameter is worth a maximum of ----- points) 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 3 rd 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 3 rd 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 -----) End of Part V Product Evaluation Page 44
Part VI Appendices Product Evaluation Page 45
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 For trampoline rates, press 2 To repeat, press 8 To return to main menu, press 9 To Speak With An Agent press 0 No response, skill G Pogo Stick Rates Pogo Stick permit rates are $10 To repeat, press 8 To return to main menu, press 9 Pogo Stick Rates Trampoline Rates Permit Rates Main menu skill G skill G Pogo Stick Rates Main menu Product Evaluation Page 46
To Speak With An Agent press 0 No response, skill G skill G skill G Trampoline Rates Trampoline permit rates are $5 To repeat, press 8 To return to main menu, press 9 To Speak With An Agent press 0 No response, skill G Trampoline Rates Main menu skill G skill G WPB Office Located in WPB To repeat, press 8 To return to main menu, press 9 To Speak With An Agent press 0 No response, skill G WPB Office Main menu skill G skill G Delray Office Located in Delray To repeat, press 8 To return to main menu, press 9 To Speak With An Agent press 0 No response, skill G Delray Office Main menu 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 Product Evaluation Page 47
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 Message R Announcement All agents are assisting other callers. Please hold for the next available agent Message S Please continue to hold. Product Evaluation Page 48
Message T Message U Message V Message W Message X Message Y Message Z 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. Please continue to hold. PBC Government is looking forward to assisting you. 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 Please continue to hold for a Vertically Active representative You have reached us at a very busy time. Please call back. Hopping, Bouncing & Jumping regulations are now in effect. Your call is very important to us. Please continue to hold for the next available agent. 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 Product Evaluation Page 49
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 Dialing Plan Lead Digit Local NXX Range Service 7 227 5413 5432 D.I.D. 7 --- 5470 5499 non-d.i.d. Product Evaluation Page 50