Digium and Switchvox An Overview Prepared for by

Digium and Switchvox An Overview Prepared for by

Who is Digium § Digium®, Inc. , the Asterisk company, is the original creator and primary developer of Asterisk, the industry's first open source telephony platform § Founded in 1999 by Mark Spencer, CTO and original author of Asterisk § Headquartered in Huntsville AL, Development office in San Diego § 130+ employees Creative Innovation – Customer Satisfaction – Continual Quality Improvement 2

Digium is the market leader • Taken as a whole, open source and open source based business phone systems have 16% market share, more than Avaya or Cisco! • Digium’s Asterisk and Asterisk-based products like Switchvox make up nearly 90% of open source business telephone systems Eastern Management Group, 2009 Creative Innovation – Customer Satisfaction – Continual Quality Improvement 3

Digium Recognition Creative Innovation – Customer Satisfaction – Continual Quality Improvement 4

SMB Customer Needs § Low cost turn-key solution § Easy to use operation § Open solution – Ability to integrate telephony with other applications CRM (Salesforce. com, etc. ) Mapping Easy administration § Sophisticated features (Call queues, IVR, Conferencing, etc. ) § Low cost calling § Unified communications features: Video, Presence, Instant Messaging, Fax § Integration with Outlook for address books, email Creative Innovation – Customer Satisfaction – Continual Quality Improvement 5

Traditional vs. Vo. IP Voice Over Internet Protocol Traditional Voice § Uses a dedicated link between callers Voice Over IP (Vo. IP) § Technology that turns voice signals into data § Constant link is required even when there is no sound § Already used by carriers § Only requires link to send actual sound Creative Innovation – Customer Satisfaction – Continual Quality Improvement 6

Switchvox – more than an IP PBX Creative Innovation – Customer Satisfaction – Continual Quality Improvement 7

Switchvox Features § Easy web-based management § Advanced Visibility with the Switchboard § Automatic Call Distribution (Queues) § Simple, Effective Reporting § Call Recording § Automatic Backups § Find me, Follow me § Customizable Features § IVR (Interactive Voice Response) § Web User Portal § Voicemail to Email § Faxes to Email § Call Log, Call Cascade, Call Block Creative Innovation – Customer Satisfaction – Continual Quality Improvement 8

Switchboard Creative Innovation – Customer Satisfaction – Continual Quality Improvement 9

Switchboard • View and manipulate calls • Drag and Drop Transfers and Parking • Record your own and others’ calls • Monitor employee calls, whisper, and barge • Click to Call • Real time queue status • Chat • User profiles with photos for internal calls Creative Innovation – Customer Satisfaction – Continual Quality Improvement 10

Switchvox Productivity § Find Me, Follow Me – Never miss a call – One number finds you – Switchvox handles voicemail, even when calls are routed to your mobile phone – Callers know they can always reach you – they never know you are out of the office – Schedule out of office call routing, so you don’t need to remember to turn it off when you return! § Conferencing – Switchvox replaces expensive thirdparty conference bridge services – Every user has their own conference room with a unique PIN code – Easy to schedule on-demand conference calls with basic conferencing features built in! Creative Innovation – Customer Satisfaction – Continual Quality Improvement 11

Ease of Management • All aspects of system configured from easy-to-use web portal • Comprehensive onboard Help system to make administration even easier • Easy yet powerful • Easy!! Creative Innovation – Customer Satisfaction – Continual Quality Improvement 12

ACD / Call Queues § Customizable call routing options § Highly visible status through Switchboard § Extensive reporting options § Very flexible! Creative Innovation – Customer Satisfaction – Continual Quality Improvement 13

Reporting • Gather extensive call data with just a few clicks • Can be made available to supervisors and management without enabling access to critical system configuration options • View on web as a graph or as data • Export to Excel Creative Innovation – Customer Satisfaction – Continual Quality Improvement 14

Recording • Record your own calls or those of your employees on the fly • Setup automatic recording schedules for certain extensions or queues • Delete old recordings or back them up all automatically Creative Innovation – Customer Satisfaction – Continual Quality Improvement 15

Backups & Failover Backups • Perform an automatic full system backup to your FTP server as often as you want • Choose which data you want to backup • Restore entire system to spare hardware in the event of a failure • Phones can failover to an alternate server if primary server fails (Phone Feature Pack option) Creative Innovation – Customer Satisfaction – Continual Quality Improvement 16

Inbound Call Rules • Route incoming calls based on the number that was dialed • Block or re-route certain outside callers Creative Innovation – Customer Satisfaction – Continual Quality Improvement 17

Outbound Call Rules • Alter outbound Caller ID based extension making call or on rule being used • Apply rules to users to prevent or allow certain dial patterns or even specific numbers Creative Innovation – Customer Satisfaction – Continual Quality Improvement 18

Customizable Features • Customize Intercoms, Dial by Name Directory, Call Parking Lot, and more • Create intercoms for specific groups or areas • Create directories by First name, last names, and also by different people Creative Innovation – Customer Satisfaction – Continual Quality Improvement 19

Interactive Voice Response • Customize attendants from simple to complex depending on your business need • Record phrases in multiple languages so you only have to program your attendant one for all languages • Use variable clauses to automatically alter attendant behavior depending on time of day, keys pressed or other factors Creative Innovation – Customer Satisfaction – Continual Quality Improvement 20

Web User Portal • All users can access information based on permissions • Personal call rules • Voicemail & faxes • Call log • Phonebook • Conference bridge • Personal reports & logs • Customize phone behavior (Phone Feature Pack option) • Switchboard Creative Innovation – Customer Satisfaction – Continual Quality Improvement 21

Subscriptions for peace of mind § Your system automatically ships with 10 subscriptions and one year of maintenance! § Benefits: – Code releases - For the next 12 months, your system is eligible for all software updates: Major code releases Minor point-code Bug fixes – Technical support - Access to technical support from 6 a. m. – 6 p. m. PST (extended hours are available) – User extension licenses - Easily additional extensions for additional users – Access to standard Switchboard panels: Google Maps, Salesforce. com and Sugar. CRM Creative Innovation – Customer Satisfaction – Continual Quality Improvement 22

Subscription benefits Silver Gold Platinum Access to all code releases within 12 months -Major releases -Minor point-code -Bug fixes ü ü ü Ability to additional user extensions ü ü ü Access to hosted Switchboard panels: Google map, Salesforce. com and Sugar. CRM panels ü ü ü Access to business hours email support ü ü ü Access to Digium business hours phone support Access to after hours phone support First year ü $55 $77 Creative Innovation – Customer Satisfaction – Continual Quality Improvement $110 23

** Optional slides for Phones ** Creative Innovation – Customer Satisfaction – Continual Quality Improvement 24

Polycom Soundpoint IP 330 § High quality audio § Easy to read display § Soft-buttons change function by context § Easy to Use § Small footprint § Built In Switch Creative Innovation – Customer Satisfaction – Continual Quality Improvement 25

Polycom Soundpoint IP 650 § Same features as IP 330 plus: § Large backlit display § Ideal for receptionist areas § Add up to three expansion modules for a total of 48 line keys Creative Innovation – Customer Satisfaction – Continual Quality Improvement 26

Polycom Soundstation IP 6000 § Superior audio quality § Full feature set just like Sound. Point phones Creative Innovation – Customer Satisfaction – Continual Quality Improvement 27

Phone Feature Packs § Enhance your handsets with Phone Feature Packs – – Automatically detect phones Connect phones to the Switchvox Allow administrators to customize phone options Provide Unified Communications features to the phone Creative Innovation – Customer Satisfaction – Continual Quality Improvement 28

Phone Feature Packs Snom Polycom Detects phones on the same network ü ü Easy setup of extensions on phones ü ü Easy configuration of options on phones ü ü Phones can failover to a second Switchvox ü ü Custom ringtones ü Unified Communications Applications ü User profile & photo displays on internal calls ü Creative Innovation – Customer Satisfaction – Continual Quality Improvement 29

Typical Project Outline § Planning Phase – System Design – Network Review – Data Collection and Compilation § Network Implementation – Reconfigure or Install Switching – Install any additional equipment needed § Voice Implementation – Pre-configure PBX in-house – Install PBX onsite – Deploy phones – Perform Training § Cutover – Users practice on new phones – When ready: perform cutover of phone lines Creative Innovation – Customer Satisfaction – Continual Quality Improvement 30