NEC UNIVERGE 3 C How Business is Changing

NEC ® UNIVERGE 3 C™

How Business is Changing NEC Confidential

The Future of the Enterprise Frost & Sullivan: Australian ICT Outlook 2012 Cloud & Virtualization Remote / home working • • • The physical office becomes the place to hold face to face meetings. Applications in a Saa. S model Reduction in maintenance Desktop virtualization Collaboration • • • Voice and Video IM/Web conferencing Social and Team Collaboration Mobility Multiple Devices • • • The mobile enterprise FMC (transparent hand off between Cell/Wi. Fi) Single number reach Page 3 NEC Confidential Device agnostic Bring Your Own Device

The Communications Shift Hardware centric Software centric Proprietary, closed systems Standards based, open systems Limited by physical appliances Easy to grow, simple licensing, all inclusive licensing One device person Multiple devices, easily manage, seamlessly move calls No collaboration, Presence, IM Web collaboration, IM, aggregated presence No mobile support Consistent user experience on mobile Complex proprietary admin Single point UI administration Page 4 NEC Confidential

Why UNIVERGE 3 C NEC Confidential

What is UNIVERGE 3 C It is a full featured Unified Communications system on a disk, delivering Integral I/M, Presence, Video and Web based conferencing. Integrated into your corporate IT infrastructure allowing staff to work anywhere, any time on any device. Instant Messaging Video In the office on a tablet Delivered on DVD Virtual or Physical Servers Presence Collaboration At home on a laptop Virtually any SIP based audio, video or soft-phone Page 6 Anywhere on a mobile NEC Confidential

Intelligent Call Handling Customer Efficiency Satisfaction Users can control what devices ring and when they ring via profiles or based on schedules Control how to handle calls based on time, caller ID and presence. Only give out your desk phone number, but never miss a call Control your desk phone from any PC, Mac, Android or IOS device. Page 7 NEC Confidential Costs Security Employee Satisfaction

Feature Rich UC Client Customer Efficiency Satisfaction Work from virtually anywhere, including branch offices, home or the local coffee shop Presence, Directory, IM from any Android & i. OS phone or tablet (and nothing is stored on the device) Make Vo. IP calls from almost any modern smart phone Forgot to set your call forwards, do it on your phone or simply adjust preferences Page 8 NEC Confidential Costs Security Employee Satisfaction

Intelligent Collaboration Customer Efficiency Satisfaction Communicate with customers and partners from anywhere. Share ideas, documents, applications and video in real time. Use your own secure system – not a freebie on the web or costly rented service Collaborate on Windows, Mac and Linux without the need to download software. Page 9 NEC Confidential Costs Security Employee Satisfaction

User Centric NEC UNIVERGE 3 C NEC Confidential

User Centric - Presence • Brad’s status is combined and shared Lauren o Is he online (at his PC) or… On a call o Is he Away from his PC? o Is he on a phone call? Brad o Is he in a meeting? Online Available Page 12 NEC Confidential Meeting Offline Away Busy

User Centric – Single Number • Users publish a single number Sandra • When called all phones ring Calls 262 -1001 Lauren Calls 262 -1001 • Brad gets notified on all of his devices and UC Clients 262 1001 • Brad can handle multiple calls Brad at once 1001 Page 13 NEC Confidential 2001 3001

User Centric – Intelligent Call Handling • Calls can be forwarded based on… Lauren o The amount of time ringing on Calls 262 -1001 Brad’s extensions o The time of day o The Caller ID 262 1001 o Brad’s current presence • Calls can be forwarded and continue to ring all phones so that he can answer from whichever device is most convenient! Page 14 NEC Confidential Brad’s Mobile 1001 2001 3001

Intelligent Call Handling Customer Efficiency Satisfaction Users can control what devices ring and when they ring via profiles or based on schedules Control how to handle calls based on time, caller ID and presence. Only give out your desk phone number, but never miss a call Control your desk phone from any PC, Mac, Android or IOS device. Page 15 NEC Confidential Costs Security Employee Satisfaction

Architecture NEC UNIVERGE 3 C NEC Confidential

UNIVERGE 3 C Architecture Collaboration UC Clients Receptionists Mobility Contact Center Vertical Apps User centric clients provide secure access from virtually anywhere User Based Web Application Presence Services Unified Communications Manager SIP Support Services Messaging Manager Virtualization Support IT Infrastructure Support Services Collaboration Manager Media Support Wide array of connection options allow you to tailor to your organization’s needs PBX’s Page 17 IP Phones Soft phones Mobile Devices NEC Confidential Room Based Video SIP Carriers

Unified Client NEC UNIVERGE 3 C NEC Confidential

The Feature Rich UC Client Dynamic Call Window opens as needed – During Call Quick-access indicators and controls Dynamic Call Window opens as needed – Ringing State Directory search and quick dial User location Visual color and textual presence state Move Call Hang Up Transfer Call Collaboration Softphone Answer Reject Conf Bridge DND Transfer Hold Record Call Profiles Missed Calls Send to Bridge Voicemail Dial Digits VMS Dial digits Panel navigation controls Click to call, IM or see colleague details Quick-access to any of the panels Administrator or userselected images Page 19 Instant Meeting NEC Confidential

The Feature Rich UC Client Video Conference with • Other Softphone users • Video phones • Room based video systems – up to 1080 p Page 20 NEC Confidential

The Feature Rich UC Client A complete UC solution that can be installed on Windows or on the Mac (without the SMP on Mac) Run on your Android or Apple i. Phone! Run on your Apple IPAD or Android Tablet! Page 21 NEC Confidential

The Feature Rich UC Client Status notifications (Only on Android) Search for contacts Presence & IM Call via your mobile or control a phone User or Administrator configured images Set call forwards or your preferred device Access contact Lists, IM’s, Call History & more Page 22 NEC Confidential

Collaboration NEC UNIVERGE 3 C NEC Confidential

UNIVERGE 3 C Collaboration Meeting Manager (CMM) • The UNIVERGE 3 C Collaboration Meeting Manager is a software-based application which is tightly integrated to the UNIVERGE 3 C Unified Communications Manager (UCM) providing web conferencing and collaboration, audio conferencing via a softbridge or via PC based audio and PC based video conferencing which provides many means for interacting with workgroups within your organization and for clients outside of your organization. Page 24 NEC Confidential

UNIVERGE 3 C Collaboration Meeting Manager (CMM) • Some of which are: • Sales: Ad-hoc or Scheduled Presentation. Present a document or share your desktop • Marketing: Webinars with Polling/Voting • Workgroups: Scheduled, Recurring, Permanent Meetings • Training: E-learning • Remote/Mobile: Tablet/Mobile Access • On-demand/Instant Meetings: Begin an instant meeting while in an IM (Instant Message), while on a call, while searching your contact list, in your contact list, or while viewing user details within UC Client. Page 25 NEC Confidential

UNIVERGE 3 C Collaboration Meeting Manager (CMM) Participant Roles Host of the meeting is the person who created it. The host is always a moderator. Only a licensed 3 C user can be the host of a Collaboration meeting. Moderators have all the necessary privileges to start, hold and manage a meeting. Moderators can enter the meeting room to prepare the meeting, even before it is started (up to 15 minutes prior). Any participants of the meeting can be assigned the moderator rights by the meeting host before or after the meeting has started. Page 26 NEC Confidential

UNIVERGE 3 C Collaboration Meeting Manager (CMM) Participant Roles Speakers are participants with extended rights. For example they can ask questions in a lecture or express their opinion. Participants in general have a passive role with limited privileges. They can take active part in the meeting if their role is changed by the moderator. 3 C Users – licensed 3 C Users have the benefit of click-to-collaborate dialing using their 3 C terminals. This includes the ability to “call-out” to any phone number. Others - anyone with an email address can be invited to participate in a meeting. When a non-3 C user joins a meeting they must input the Meeting ID and the PIN Number of the meeting (Private Meetings require both a Meeting ID and a PIN Number while Public Meetings only require a Meeting ID). Page 27 NEC Confidential

UNIVERGE 3 C Collaboration Meeting Manager (CMM) Features Modes of Data Collaboration • �� Screen / Application Sharing • �� Document/Presentation Sharing • �� Shared Whiteboard • �� Audio conferencing • �� Web video conferencing • �� Meeting recording Page 28 NEC Confidential

UNIVERGE 3 C Collaboration Meeting Manager (CMM) Page 29 NEC Confidential

Launching a Meeting Scheduled Recurring Outlook Calendar Page 30 Permanent Instant Web interface UC Client / IM NEC Confidential

3 C Collaboration – Multi-Media Meeting Room Record the on-line meeting Auto resizing video windows Page previews Participant list with active speaker indication Document sharing window Upload and share files Share screens, docs, chat or vote Page 31 NEC Confidential

Intelligent Collaboration Customer Efficiency Satisfaction Communicate with customers and partners from anywhere. Share ideas, documents, applications and video in real time. Reduce Travel Expense. Use your own secure system – not a freebie on the web or costly rented service Collaborate on Windows, Mac and Linux without the need to download software. Page 32 NEC Confidential Costs Security Employee Satisfaction

Additional Services NEC UNIVERGE 3 C NEC Confidential

Click to Dial within Outlook (Smart Tags Add-in) ▐ From within Outlook Contacts: right click email to make call and view presence status for other U 3 C users. Right-click to make call from email address. If 3 C user, also view Presence Page 34 NEC Confidential

Media Services • Each 3 C UCM server can have 48 media services o Voice mail and UM with Exchange o Auto attendant and announcements o Music on hold and queue announcements o Call recording o Barge and silent-monitor • Call Recording o Software-Based Recording Service o Automated and On-Demand o Storage, Retrieval and Playback Page 35 NEC Confidential

End to End Security • Voice and video can be encrypted with TLS and SRTP. • Web services and application are encrypted with HTTPS. • Communication between 3 C servers can be encrypted with IPSEC tunnels. Page 36 NEC Confidential

Administration and Management • Standard management tools o Windows Event viewer Network Operations Center (NOC) o Server diagnostics o SNMP for Gateways • PC based administration • Central administration Network Administrator • Secure access • Web based access secured with domain credentials Office Manager Page 37 NEC Confidential

UCB CONTACT CENTER MULTIMEDIA (Unified Communication Bussiness) NEC Confidential

UC for Bussiness - Contact Center Solution Page 39 NEC Confidential

UC for Business - Contact Center Modules Multi-Media Agent Desktop CT Control Page 40 NEC Confidential Multi-Media Custom Announce Integration IVR Queuing • Database / Custom Screenpops Integration • Blended (Power, Preview) Outdial Queuing Networked Queuing Web Chat Queuing Fax Queuing Email Queuing • Auto-Attendant Web Callback Queuing • Delay / Progress Callback Queuing Messages • Custom Self-Service Applications Real-Time • • Caller Query. Statistics • Built-In Screenpops • Multimedia Display • Routing Engine • GUI Administrator • Full Reporting Package

Skills-based Routing Priority: 3 Alison Priority: 4 Priority: 5 Jenny Paul Bill Peter Alex Phil Jackie Bob Page 41 NEC Confidential

Agent Login Via Desktop Click the Agent button to log in. Agents can view or change their Agent Class and select their delivery medium or media types. Page 42 NEC Confidential

Real-time Information with Desktop View the status of each agent and the calls they are taking. Service levels are available on a per queue basis. View the details of callers waiting in queue. Multiple viewing options are available. Page 43 NEC Confidential

Agent Desktop Screenpop Other agent-based functions such as Worktime, Break, Call Wrapup and Agent Alerts are available with Desktop. Various call handling CLI, caller name, associated notes & any are while available to information keyed in byoptions the caller the agent. they waited in the queue are screenpopped to the agent as the call arrives. Agents know how long the caller has waited and their current talk time. Page 44 NEC Confidential

Desktop Wrapup Templates To enter information during the call select the Wrapup button Page 45 NEC Confidential Information about each call can be collected with manual or forced Wrapup templates presented to the agent during or after each call.

Select Break Options with Desktop To take a break, just click Or click the drop-down the coffee mug and select a reason. button… This information is then displayed in Desktop for all agents and supervisors to view. Page 46 NEC Confidential

Real-time Agent Statistics Agents and Supervisors can view statistics for each agent such as total calls, abandons, average talk time, occupancy %, etc Page 47 NEC Confidential

Desktop Queue and Agent Alerts If queued call wait time or agent availability fail to meet the contact center’s operating parameters, a visual and/or audible alert is given. Page 48 NEC Confidential

Announcements in Queue ABC Company Queue Example Delay Announcement Sales Queue Calls in Queue Delay Announcement Thank you for calling ABC Orders Department. You are the 4 th caller in line. A representative will be with you shortly. 120 secs 30 secs If you would like to leave a Callback message, please press the star key any time during this message. You are the 3 rd caller in line. * Delivered to agent Delay Announcement If you prefer, you may Fax or Email your orders. Please ask your representative for more details. 75 secs You are the 2 nd caller in line. We apologize for the delay. 105 secs 120 secs Delay Announcement You are the next call to be answered. Page 49 NEC Confidential

Multi. Media Modules Page 50 NEC Confidential

Reports – Building a New Report Use the step by step ‘Wizard’ to build your Report. Select the timeframes for the Report using absolute, relative or custom time-frames. Page 51 Select the type of report you wish to run. Over 200 different types are available. NEC Confidential

Reports – Selecting Parameters Select the agents or group of agents that you wish to include in the Report. Page 52 NEC Confidential

Select the queues or group of queues to be included in the Report. Page 53 NEC Confidential

To export Report information, simply Save As a ‘. csv’ file. Page 54 NEC Confidential

Teléfono IP marca ATCOM AT 810 P Page 55 NEC Confidential

Teléfono IP marca ATCOM AT 810 DP Page 56 NEC Confidential

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