Compatible Product configuration and testing notes for ice³ IP Contact Center by ComputerTalk Technology, Inc. with Communication Server 2000


The test effort verified a basic level of interoperability between the Computer Talk ice³ Contact Center product release 6.1 and Nortel’s Communication Server 2000 (CS 2000) Release SN09U. This successful testing establishes the Computer Talk ice³ Contact Center as a Nortel Compatible product for the release(s) tested. Testing included basic communication and basic call functionality between the devices. It is the service provider’s responsibility to perform appropriate system and network integration of the Computer Talk ice³ Contact Center product with the CS 2000 based on their network deployment requirements.


Test areas covered for certification

Basic Communication
-   Heartbeat - Options Message from SST to ICE³ 1

Basic Calls
- SSL.1 --> ICE³ --> Agent.1, Agent.1 answers
- PSTN.1 (via PVG) --> ICE³ --> Agent.1, Agent.1 answers
- SSL.1 to ICE³ call, ICE³ rejects the call (a 4XX, 5XX, or 6XX response is received)
- Agent.1 Busy (486 Busy Here), Agent.2 answers
- Agent.1 does not answer (480 Temp Unavailable), Agent.2 answers
- Agent.2 not found (404 not found), Agent.1 answers
- Agent.2 no circuits available (503 Service Unavailable), Agent.1 answers
- All Agents Busy, First available agent answers

SIP Interoperability calls between ICE³ and Nortel SST
- ICE³ Redirection via 302:
   - SSL --> ICE³ (via 302) --> PSTN (via PVG) 1
   - PSTN (via PVG) --> ICE³ (via 302) --> SSL 1
- SSL --> ICE³ (via 302) --> PSTN (via PVG) 1
- PSTN (via PVG) --> ICE³ (via 302) --> SSL 1
- ICE³ Blind Transfer via REFER:
   - SSL --> ICE³ (via REFER) --> PSTN (via PVG) 1
   - PSTN (via PVG) --> ICE³ (via REFER) --> SSL 1
- SSL --> ICE³ (via REFER) --> PSTN (via PVG) 1
- PSTN (via PVG) --> ICE³ (via REFER) --> SSL 1
- Active call Hold/Retrieve, SSL.1 --> ICE³ --> SSL.2, SSL.2 Hold/Retrieve
- SSL to ICE³ call, SSL performs Mid Call Codec Change (G711 to G729 and vice versa)
- SSL to ICE³ IVR, G711, In-band DTMF digits 1
- SSL to ICE³ IVR, G729, RFC2833 DTMF digits 1

Test Exclusions:
- Redundancy, carrier grade, and traffic or robustness scenarios were not tested as these fall outside of
basic interop testing.
- Voice quality was only checked through audible means between parties.

Limitations, Restrictions and Other Observations:
- This is a custom interoperability event.
- Certification is based on protocol compatibility to deliver expected functionality only, not a complete protocol test suite.
- No certificate applicable on voicemail capabilities.
                                 


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Compatible Product Disclaimer
The Developer Product listed is verified in a laboratory environment as compatible with the indicated Nortel Product for a term of two (2) calendar years from the date the Compatibility Test Audit was successfully completed as indicated above, until the Developer issues a new version of such Developer Product that incorporates new features or functionality or until such time as Nortel issues a new version of such Nortel Product that incorporates new features or functionality, whichever occurs first. NORTEL MAKES NO REPRESENTATIONS, WARRANTIES OR CONDITIONS WITH RESPECT TO THE DEVELOPER PRODUCT OR THE NORTEL PRODUCT. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, NORTEL HEREBY EXPRESSLY DISCLAIMS ANY AND ALL REPRESENTATIONS, WARRANTIES OR CONDITIONS OF ANY NATURE WHATSOEVER AS TO THE DEVELOPER PRODUCT AND THE NORTEL PRODUCT INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE AND NORTEL FURTHER SHALL HAVE NO LIABILITY TO DEVELOPER OR ANY OTHER PARTY ARISING FROM OR RELATED IN ANY MANNER TO THIS CERTIFICATE OF COMPATIBILITY. Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.