UC Applications Specialists Console Portfolio Update for Cisco

UC Applications Specialists Console Portfolio Update for Cisco SE’s and Specialists Anthony Lopez alopez@arcsolutions. com 209 -475 -9370 © 2009 Arc Solutions. All rights reserved.

Meet Arc • • • • Optimize person-to-person communications in the Enterprise Design and develop UC Business Applications Exclusively for Cisco In-house design, development, integration & testing Global Sales, Marketing & Technical Support Presence in EMEA, USA, Middle East & Asia-Pacific Technology Development, Solutions Plus, and OEM Partner Strong working relationships with product and technical personnel within Cisco – Similar to a Cisco Business Unit Tight alignment with Cisco Product, Marketing, Sales, and Engineering Teams Sophisticated Console and Directory Solutions Software available directly from Cisco or Certified Reseller Console of choice from UCBU and Advanced Services Out of Box and Custom Application Solutions It’s all about the data. . . © 2009 Arc Solutions (International) Ltd. All rights reserved.

Agenda • Cisco’s Operator Console Portfolio • Cisco Unified Consoles • Arc Enterprise • Application Decision Tree © 2009 Arc Solutions (International) Ltd. All rights reserved.

Perspective on Cisco Attendant Console - CAC § Many basic features needed Lacks Transfer recall, directory & search customization, segmented Call Park Little call in queue info, operator statistics, supervisor package, multi-tenant features… § Not supported in all countries OEM Not architected for Right to Left language support & § Has Accessibility issues End of Sale process to Not architected for JAWS screen reader for sight impaired ease customer Had to remove “Support for JAWS” from all docs (doesn’t work) impact § Future needs also on the horizon Vista/Windows 7 support, CUPS Presence & Web 2. 0 integration will be critical § Multi-year development required to address customer needs & to be at competitive levels Cisco Attendant Console is aging, last new feature introduced ‘ 04 § Many customer problems Recently decreased the number of supported CAC’s per cluster Many major escalations in last 18 months © 2009 Arc Solutions (International) Ltd. All rights reserved.

Console Positioning Customer requirement Multiple queues Comfort messages Call recording Large, multi feed directory Multiple vendor presence integration Comprehensive reporting Resilience Multiple queues Large directory CUPS presence integration >500 directory Multiple queues <500 directory Departmental Operator Small business © 2009 Arc Solutions (International) Ltd. All rights reserved. Type of sale High touch solution sale Standard Large CUCM offer Standard Mid CUCM offer Niche requirement Low touch ‘box’ sale

Cisco Console Positioning Cisco Unified OEM Offerings address 85% of Customer Base Global Enterprise (>50, 000 phones) Arc Enterprise Large enterprise (>20, 000 phones) Cisco Unified Enterprise Attendant Console Enterprise (>500 phones) Mid Market (<500 phones) & Cisco Unified Department Attendant Console Cisco Unified Business Attendant Console Small Business © 2009 Arc Solutions (International) Ltd. All rights reserved. Arc Express

Arc Express for CUCME • • • • • Use mouse or keyboard Full drag and drop See calls in queue See call details before answering Abandoned/answered call list per queue Multiple call queuing Night service by destination/time Individual priority settings Destination status preview Busy Lamp Import utility for large, manual directory imports Simple telephony icons Multiple call hold Consult transfer Multiple call handling Independent Speed dials Alternative number dial Speed search © 2009 Arc Solutions (International) Ltd. All rights reserved.

Enterprise - console client Extensive 32 field role based directory Business -Rules Driven ACD Queuing Call Control BLF / Phone info from CUCM Presence info from CUPS/OCS Outlook Calendar information Alternate contacts Absence notes Returning calls information Parked Calls Speed Dials © 2009 Arc Solutions (International) Ltd. All rights reserved.

Cisco Unified Department Attendant Console Queue Features • Support for one queue • Show Calls in queue • Queue Overflow Directory Features • Directory up to 150 • CUCM Directory integration • 3 Directory Search options Telephony Features • 2 Concurrent Operators • 5 Departments Maximum • Transfer Recall • Call Park Recall • Call Toggle • Conference • Speed Dial • Localization • Presence (CUPS) © 2009 Arc Solutions (International) Ltd. All rights reserved.

Cisco Unified Business Attendant Console Queue Features • Support for three queues • Show Calls in Queue • Queue Overflow Directory Features • Directory up to 500 • CUCM Directory integration • 4 Directory Search options Telephony Features • 6 Concurrent Operators • Transfer Recall • Call Park Recall • Call Toggle • Conference • Speed Dial • Localization • Presence (CUPS) • Night Mode • Emergency Mode © 2009 Arc Solutions (International) Ltd. All rights reserved.

Cisco Unified Enterprise Attendant Console Queue Features • Support for 25 queues • Show calls in Queue • Overflow options to Queues Directory Features • Directory up to 25, 000 • CUCM Directory integration • 6 Directory Search options Telephony Features • 25 Concurrent Operators • Transfer Recall • Call Park Recall • Call Toggle • Conference • Night Mode • Emergency Mode • Presence (CUPS) • Camp On • Set CFWD © 2009 Arc Solutions (International) Ltd. All rights reserved.

Solutions Plus Enterprise – Differentiation Queue Features • Unlimited Queues Directory Features • Directory of 100, 000 • LDAP Directory integration • 6 Directory Search options Telephony Features • 100 Operators • Email Notification • Supervisor Client • Monitoring, Reporting, Logging © 2009 Arc Solutions (International) Ltd. All rights reserved.

Arc Enterprise – Differentiation Queue Features • Unlimited Queues Directory Features • Directory of 100, 000 • LDAP Directory integration • 6 Directory Search options Telephony Features • 450+ Operators • MOC Integration • Outlook Integration • SMS, and XML Notification • Redundancy • Multi-Tenant • Serial Calling • XML Phone Directory • HTML Directory (Intranet) • XML Presence • XML Whisper • Click to Dial • Directory Integration • XML Screen Pop • Java Midlet © 2009 Arc Solutions (International) Ltd. All rights reserved.

Supervisor • • • • Supervisor Function Visual Statistics Real-time monitoring Graphical reporting Live changes Report templates Over 285 reports Inbuilt PDF creator Measure performance against a service level PC Wallboard No Call Control Visual Alarms System Administration Concurrent Usage Licensing © 2009 Arc Solutions (International) Ltd. All rights reserved. Vital business tools for managers or team leaders

Applications Architecture Operator Console Supervisor Wallboard Phone Applications Windows Server TAPI / CTI SQL © 2009 Arc Solutions (International) Ltd. All rights reserved.

Server Requirements • The Arc Server application needs to run on a dedicated hardware server platform. No other applications must run on this server. • Pentium 4 2. 2 GHz • 40 GB Hard Drive • 2 G RAM • Windows 2000/2003 server • Microsoft SQL 2000/SQL 2005 • SQL Express 2005 for smaller installations • All Arc applications are provided as “Arc software only”. The partner/customer has to source the hardware and Microsoftware/licenses • All Arc applications are based on concurrent usage licensing • Virtualization possible © 2009 Arc Solutions (International) Ltd. All rights reserved.

Pricing – At a glance Arc Express SP-ARC-XPS-ATT-CON CUDAC CUD-ATT-CON CUBAC CUB-ATT-CON CUEAC CUE-ATT-CON Arc Enterprise Console SP-ARC-ENP-ATT-CON (maintenance purchased from Arc Solutions) (Arc List Pricing) Arc Enterprise Server Arc Enterprise Console Arc Enterprise Supervisor Arc Whisper Page (100 Seats) Arc XML Presence (100 Seats) Arc Wallboard © 2009 Arc Solutions (International) Ltd. All rights reserved. $1095 $1395 $2195 $3000 $4800 $5000 $2495 $2995 $1500 $800 $995

CUCM Console comparison Product Implementation Scalability Features Upgradeability Supported by Enterprise Premium (full) Manual CUCM configuration, wizard install, more complex requiring training or ideally Arc installation + PS Up to 100 console clients, ++queues, dual failover server, up to 150, 000 entries Presence, extended searching, phonetics, failover, international dial plan support, in queue messaging Upgrade or add on any feature in Arc portfolio including Precision, SA, TI, Witness, etc Arc Solutions or reseller (support contract required) Enterprise S+ (Solutions Plus) Manual CUCM configuration, wizard install, more complex requiring training Up to 100 console clients, normal queue limitations, up to 100, 000 directory entries Core console features with Whisper Page only. No Arc Solutions or reseller (support contract required) CUEAC Web based, simple, limited options (no server apps) 25 consoles, 100, 000 directory entries, max 50 queues. Directory imported from CUCM Subset of Enterprise S+. No No Whisper, Presence, Diverse telephony features Cisco TAC Web based, simple, limited option (no server apps) 6 consoles, 500 directory entries, max 3 queues. Directory imported from CUCM Subset of Enterprise S+. No No Whisper, Presence, Mid Market level telephony features Cisco TAC Web based, simple, limited options (no server apps) 10 consoles as 5 pairs each with access to 1 queue <=150 databased entries imported from CUCM No queues window, Whisper. Basic telephony features for team answer functionality Cisco TAC Cisco Unified Business Attendant Console CUBAC Cisco Unified Business Attendant Console CUDAC Cisco Unified Business Attendant Console © 2009 Arc Solutions (International) Ltd. All rights reserved. No

Operator centers • Spotting an opportunity • Majority of incoming calls not managed by DID or call center • High internal call traffic • Role based personnel • Why not use a phone/sidecar? • • PBX’s operator consoles have always been highly featured Operators have expectations of telephony functionality Other vendors have mature and well featured options Efficient front line call handling is a given • Operator center vs Contact center? • Similar requirement in call routing • Identify-prioritize-route-answer-conclude-measure • Answer + transfer vs answer + conclude • Operators need directory + advanced telephony © 2009 Arc Solutions (International) Ltd. All rights reserved.

Key business requirements • Call Queuing • • Multiple incoming calls into one point Business rules to prioritise Optional voice message to comfort/inform Reporting based upon queue activity and performance • Busy Lamp Field • Instant ‘presence’ indication across the enterprise • Enable transfer directly from BLF • Rapid call transfer • Minimal keystrokes • Screened/unscreened options • Intuitive but comprehensive interface • Recall and progress information • Unanswered calls to come back with ID • No calls should be lost or left hanging © 2009 Arc Solutions (International) Ltd. All rights reserved.

Decision Tree START Is this for Communications Manager Express? YES Recommend Arc Express Console Engage Arc Through Reseller NO Do you need: • LCS Integration • Outlook Integration • LDAP Integration • Monitoring • Reporting • Redundancy Recommend Unified: Engage Arc for: YES • Presentations • Questions • Demo’s • RFP’s • Pricing • Discovery • Enterprise Console • Business Console • Department Console • Arc Enterprise NO • How Many Users are in your CM Directory? • How Many Concurrent Operators? © 2009 Arc Solutions (International) Ltd. All rights reserved. 25, 000+ 25+ 500 -25, 000 1 -25 Recommend Unified: • Enterprise Console 150 -500 1 -6 • Business Console 100 -150 1 -2 • Department Console

Application Discovery Questions 1. Do you ever get calls for people who have left the company? • Do these calls end up in ex-employee voicemail with no return call? 2. Do you ever get calls for employees in particular departments? • What is the process for look up and transfer? 3. Do you ever get calls for employees that are not in your directory? • How do you handle these calls? 4. Do you ever get calls for employees in other locations or on other systems? • How do you handle these calls? 5. Do your operators need to coordinate a physical replacement for breaks and off hours? • How do you handle operator calls in remote locations? 6. Do your supervisors and managers need to provide a certain level of service for their operators and help desks? • How are things measured today? • What is the process for measuring? 7. Do your operators leverage instant messaging to interact with employees? • Is presence a key component to how they interact with Instant Messaging? 8. Do your operators have visibility into employee calendars or room scheduling? • Is the tool integrated into their telephony system? 9. Do you have multiple sources of information/directories that need to be accessed by your operators or employees? • How many directory sources do you have? (Call. Manager, Active Directory, Exchange, Unity, SAP, Internal etc) • Are these all managed separately? • Which of these contain information pertinent to an Operator (probably more than one) 10. Do your Operators take a lot of “internal” calls? • Are these calls mainly from employees trying to reach colleagues in other locations or departments? • How about pushing it out to the phones, or an intranet based directory? • How about through a Speech interface © 2009 Arc Solutions (International) Ltd. All rights reserved.

Application Discovery Business Value Usage Questions Q When your company receives a call for an employee who is no longer with the company, would it be beneficial to be able to tell the caller that the employee is no longer with the company, and transfer the call to someone in the same department and perhaps with the same job title, rather than transfer a call to a voicemail box that will not get checked? Q When your company receives calls for new employees, or for employees in particular departments, would it be helpful if, your operator sent all of these calls to the right party the first time? Q When an operator from a remote branch leaves for a break, emergency, or at the end of the business day, would it be helpful if the calls can overflow to an operator in an alternate location, but still be answered with a greeting from the local office or department? Q When a call comes in for an employee or a department, would it be beneficial for your operator to have visibility into the employees presence and calendar information? If the employee is in a meeting, would it be helpful to send a visual message to the screen of the phone in the meeting room? Q When a call comes in for an employee who has an out of office message set, would it be valuable to inform the caller of the greeting before offering to transfer the call to voicemail? Q If that same person was travelling and had an alternate number that she could be reached at, would it be helpful to transfer the call to an alternate number rather than a message system? Q Would it be valuable to streamline the update process to have a central management point for all of these directory integrations? Q Would it be valuable to take the directory that the Operator has and push it to the company on an intranet site with click to dial, an xml service on an IP phone, and a natural speech interface? © 2009 Arc Solutions (International) Ltd. All rights reserved.

Local References • Babcock and Brown • Levi Strauss • Bass Pro • Heffernan Insurance Group • City of Sacramento • Oakland School for the Arts © 2009 Arc Solutions (International) Ltd. All rights reserved.

Global References © 2009 Arc Solutions (International) Ltd. All rights reserved.

Summary • Cisco’s Operator Console Strategy • Cisco Unified Consoles • Arc Enterprise • Decision Tree Anthony Lopez alopez@arcsolutions. com 209 -475 -9370 • THANK YOU!! © 2009 Arc Solutions (International) Ltd. All rights reserved.