Introducing Lyra AMD for Asterisk December 2012

Agenda Recap AMD Introducing Lyra AMD for Asterisk Benchmarking & Accuracy Installation Sales Update © 2012 Sangoma Confidential 2018-11-10

AMD Introduced © Sangoma Technologies Inc. 11/10/2018

AMD Explained AMD: Answer Machine Detection Determines automatically if a call is answered by a live person, an answering machine, a FAX machine, etc. Sometimes called: CPD: Call Progress Detection CPA: Call Progress Analysis AMD is important for call center productivity! It screens out calls that do not need a live agent To maximize productivity and customer satisfaction, AMD needs to be accurate and fast © 2012 Sangoma Confidential 2018-11-10

AMD Is Performed With Algorithms (Maths) Typical AMD algorithms use Heuristics Heuristics means breaking complex problems into simple rules to facilitate finding a solution For CPD, heuristics could be: Look for short energy burst on the line = Human Look for Longer energy burst after connect = Voice Mail So far so good for Residential Lines, but what about calls to mobile phones? Calls with background noise will look like Longer Energy burst Mobiles with Music Ringback tone (aka CRBT) Heuristics systematically label these cases as Voice Mail Heuristic are very difficult to tune and optimize, too many knobs! Campaigns are no longer Residential only – PSTN going away!

Campaigns need to blend landline & mobile calls Approx 25% with Wireless only! http://transition.fcc.gov/oet/tac/TACJune2011mtgfullpresentation.pdf

Lyra AMD Algorithm: Unique Approach We humans are very good at AMD – never fail Sangoma wanted to mimic how the human brain does answer machine detection In software lingo this is called Neural Networks Lyra implements a Neural Network Optimized to perform AMD to deliver: Very High out-of-the box accuracy Fast Detection Trained to recognize multiple types of calls Mobiles, Residential, Music Ring Back Tone, etc. Very simple tuning (if at all)

IBM Watson: Neural Networks playing Jeopardy! http://www-03.ibm.com/innovation/us/watson/building-watson/how-watson-works.html

Introduction to Lyra AMD for Asterisk © Sangoma Technologies Inc. 11/10/2018

Lyra with Asterisk Dialling to PSTN Dialling to SIP Trunks Asterisk Lyra AMD SIP VoIP Gateway T1/E1 Analyses calls Reports Results to Asterisk Dialling to SIP Trunks Asterisk Lyra AMD SIP SBC SIP

Turn off Built-in AMD Technologies - Use Lyra Asterisk Dialler Built in AMD VoIP Gateway Lyra AMD TDM Session Border Controller IP Lyra AMD T1/E1 SIP Trunk SIP SIP SIP SIP © 2012 Sangoma Confidential 2018-11-10

3 Phase Recognition – Divide and Conquer Pre-connect “brain” Specializes in detection of worldwide ringing tones, SIT tones, etc. Post-connect “brain” Specializes in detection of live, answering machines, fax, etc. End-of-Message “brain” Specializes in detection of the end of a greeting Useful feature for outbound notification market These combine to classify outbound calls © 2012 Sangoma Confidential 2018-11-10

Licensing Requirements Licenses are allocated per active AMD sessions, i.e. from the INVITE sent to the Callee until a AMD result is sent back to the dialer. After that, the AMD license is freed, but Lyra remains in the call path until the customer/agent conversation is over. License key files put an upper limit on simultaneous AMD sessions. No limit on concurrent customer/agent conversations © 2009 Sangoma Confidential 13 13

Benchmarking and Accuracy Lyra uses detection algorithm that is internally developed To train and measure accuracy: We have 5000 call samples Wireline, wireless, business, MRBT, etc. 4500 are used to train the models 500 are used to test the model Comparison to other DSP technologies out of the box (no tuning) Very tough call set © 2012 Sangoma Confidential 2018-11-10

Sangoma CPA (Neural Networks) Benchmarking Results CPA Algorithm Overall Accuracy Average Response Time Sangoma CPA (Neural Networks) 94% 400 ms Traditional CPA (Heuristics) 80% 630 ms 35% speed improvement (less dropped calls) Reduce errors by a factor of 75%!

Tuning of Lyra With Thresholds Avg. Response Time (Seconds) Accuracy Lyra Threshold Configuration (Th / Tm)

Ofcom Requires Less Than 3% Dropped Calls Default UK Offcom Accuracy Lyra Threshold Configuration (Th / Tm) Avg. Response Time (Seconds)

UK Orange Recommendations Out of the box setting 426 calls campaign All calls to mobile phones Collected logs and recordings Tuning is an offline process conducted at Sangoma labs to find optimum configuration Metrics Pre-Tuning Post Tuning Thresholds (Th / Ta) 0.75 / 0.85 0.7 / 0.9 Live Call Accuracy 96% 98% Answering Machine Accuracy 89% Average Response Time 1.05 sec 0.75 sec

UK Orange Recommendations Out of the box setting 426 calls campaign All calls to mobile phones Collected logs and recordings Tuning is an offline process conducted at Sangoma labs to find optimum configuration Metrics Pre-Tuning Post Tuning Thresholds (Th / Ta) 0.75 / 0.85 0.7 / 0.9 Live Call Accuracy 96% 98% Answering Machine Accuracy 89% Average Response Time 1.05 sec 0.75 sec Results problematic with regulator

UK Orange Recommendations Out of the box setting 426 calls campaign All calls to mobile phones Collected logs and recordings Tuning is an offline process conducted at Sangoma labs to find optimum configuration Metrics Pre-Tuning Post Tuning Thresholds (Th / Ta) 0.75 / 0.85 0.7 / 0.9 Live Call Accuracy 96% 98% Answering Machine Accuracy 89% Average Response Time 1.05 sec 0.75 sec Operates within constraints of Regulator Results problematic with regulator

InstallAtion © Sangoma Technologies Inc. 11/10/2018

Asterisk Version Support Asterisk SIP stack needs to be patched in order to work with Lyra AMD Generates Asterisk manager event Patch files are provided for each Asterisk Version: Asterisk 10 Asterisk 1.8 Asterisk 1.6 Asterisk 1.4 The Asterisk SIP stack does not change very often, thus the above patch should work for all Asterisk subversions.

Patching Asterisk Download Asterisk Untar Asterisk intsallation Download Sangoma Lyra Asterisk Patch Download appropriate patch based on Asterisk major version number. Apply the patch Build and Install Asterisk as per standard Asterisk build

Minimum Server Requirements Dual-Core CPU (for less than 50 calls) Quad-Core CPU (up to 200 calls) 1 GB RAM (2 GB recommended) 60 GB of available disk space Connection to IP network © 2012 Sangoma Confidential 2018-11-10

Saving the best for the last A word from Sangoma Sales!

Sangoma Sales Coverage in Now Global Udi Delgoshen Director of APAC ud@sangoma.com T 1 905- 474 -1990 Ext 160 M +852 2914 1161 Tom Ray Director Global OEM tr@sangoma.com T 1 905 -754 -8474 M 1 647 - 680 - 8199 CALA coming soon! Ernesto Casas Director of CALA ec@sangoma.com Mexico +52 55 1328-2780 Argentina +54 11 6632-2740 Brazil +55 11 3013-5722 Peru +51 1 718 5198 Chile +56 2 495 7496 Colombia +57 1 508 7706 Paul Rosemberg Director of NA and EMEA Dist. pr@sangoma.com T 1 905 474 1990 x 153     M (1) 647 979 4453 Sangoma Technologies © 2012

Many of your have heard us refer to this product over the years as: AMD for the Masses! AMD is not new to Sangoma; the name is new but we are veterans of this software solution Many of your have heard us refer to this product over the years as: “CPA” or Call Progress Analysis “CPD” or Call Progress Detection We know this space and we know it VERY well. We are known as the “savers” by Genesys and Oracle when their call center customers need > then mediocrity of 80 -82% Sangoma Technologies © 2012 2012/01/17

AMD for the Masses! So lets be clear about this please: we are providing significantly more than AMD, we are using the term AMD because the world ID’s with AMD. Our competitors perform AMD in hardware DSP which as Simon noted earlier is not trainable. A few software vendors have implemented “tone detection” to guess for answering machine or live person. Sangoma Technologies © 2012 2012/01/17

Pricing discounts are in the Sangoma Partner Portal AMD for the Masses! I’M ON A LOW BUDGET WHAT DID YOU SAY? SAY IT AGAIN It’s clear that folks who use Open Source do not place a high $ value on software US$60/port Rent for $8.95/port Part # is AMDAST Pricing discounts are in the Sangoma Partner Portal Port sales > 100 can negotiate with us. Sangoma Technologies © 2012 2012/01/17

18% annual support for SW maintenance, update, and standard support Supporting AMD We’ve “dumbed down” the install process, but IP complexities do not go away. 18% annual support for SW maintenance, update, and standard support $1600 for Professional Services, handholding SW architecture, design, implementation etc Sangoma Technologies © 2012 2012/01/17

Regional Sales Director all know AMD, order or speak locally How to order Regional Sales Director all know AMD, order or speak locally Place your order in the Partner Portal “time bombed” eval licenses available at no cost Download 1 license at $0 Sangoma Technologies © 2012 2012/01/17

Sales Summary We continue to expand the portfolio Regional Sales Director are critical to info flow and access to technical experts Partner Portal is your amigo 7/24 Pricing is designed to win Sangoma Technologies © 2012

Thank You sales@sangoma.com +1.905.474.1990