Living With Your New IP PBX David M. Laurenson, VP Information Technology and CIO A. Finkl & Sons A.Finkl & Sons founded in 1879 HQ in Chicago World’s leading supplier of die forgings Worldwide distribution to 18 countries First integrated steel mfg. to receive ISO 9000 in America $100 Million Domestic and International Sales

Existing Voice Network Infrastructure

A Software Platform migration Introduced to Interactive Intelligence 1999 “Bundled” software-based solution Very interested in the Unified Messaging component, but did not require the many other applications the i3 provided at this time. Finkl Selected i3’s CIC as the Audix replacement, providing a Unified Messaging solution 1999

Technology Migration (continued) As Finkl expanded, leverage i3 technology instead of investing $$ into older Avaya (2001) 20 CIC Interaction Client Soft phone Users at new facility 2002 Finkl begins the investigation into PBX replacement and the advantages of VoIP 2002 Infrastructure consisted of Avaya PBX, with an i3 CIC Unified Messaging system with 20 Virtual users

2002 VoIP Project Adapt (Reseller) analyzed both voice & data infrastructure for QOS Examined costs associated to the voice network Current network infrastructure was all Cisco Concluded VoIP provides significant savings both administratively & operationally Vendors evaluated-Avaya, Cisco, and i3

Competitive Break Down Cisco –Existing network infrastructure All Cisco –Multiple System Architecture (acquisition-based) –“Skinny” Protocol –Proprietary –IP Only Avaya –Incumbent Definity G3, new “wrapper” same box –Multiple System architecture –Multiple Administrative Interfaces –Proprietary –Phone Centric

Competitive Break Down Interactive Intelligence (i3) –Utilizing for UM and Virtual Softphone users –Software-Based –Standards-Based Hardware –Embraces SIP –Supports TDM and/or SIP configurations –Single Interface for users and administrators –Media Independent –Fully certified Partner (Adapt)

True Convergence

End Result Successfully deployed SIP in 2002, 40 Users, eventually rolled out to entire campus in enterprise users Consolidation of telecommunications across all locations Open architecture allowed Finkl to Selected feature rich SIP Cisco telephones for offices, while deploying analog sets for plant floor Faxes and modems serve as analog extensions

End Result (continued) Remote workers VOIP enabled Interaction Client GUI allows users to work virtual even without VoIP Which can be nice in the Chicago Weather! Applications currently supported on one server : IP PBX (SIP), Unified Messaging, Automated Attendant, ACD, Recording, Reporting, Conferencing, Presence Management

Lessons Learned –Software-Based solutions are far more flexible and provide tremendous investment protection – Adapt (partner) chosen had developed a solid scope of work which provided a successful immediate implementation and a “road map” to future application development –Solid Project Management and Support is critical to internal implementation success – Embrace open standards technology to reduce overall costs – Forget about the telephone hardware! Use the GUI. Do not allow your organization to be fooled with phone set features!

Lessons (cont.) Focus on Business applications, not PBX replacement I3 provides true application and geographic redundancy Make certain that partner selected understands QOS, security, power, network addressing etc. Don’t entirely base acquisition decision on hard ROI dollars –Soft ROI such as Remote User capability is just as vital –Convergence brings productivity enhancements for employees and stronger relationships with customers

Finkl Futures? Add IVR application functionality Design Disaster Recovery model using failover via Interactive Intelligence and SIP Add web-based interactions Focus on business applications driven by I3 and SIP Our future is not limited by our “phone system”!

Questions? Thank You!