Application Solutions For NEC UNIVERGE/NEAX 2000 BBX TECHNOLOGIES Unleash the potential of your communication system Application Solutions For NEC UNIVERGE/NEAX 2000 BBX Technologies NEC Univerge (Fusion) Member BBX Technologies Vuesion®

Advanced applications, .. One server Vuesion® Product Information Advanced applications, .. One server Vuesion® 2 1 CT Module Messaging Module PC Super Console PC Super User Call Reports Database screen pop TAPI Interface Mobility Integrated Messaging Auto Attendant IVR Vuesion Application Server Call Recorder Module Call Center Module Station side recording Trunk side recording Scheduled Pattern recording On-demand recording Skills based Announcements Callback Queuing Database Routing Database Screen Pop 4 3

Introduced in 1999 Vuesion® Product Information Product History 7 years of customer implementation Number of systems shipped to date Approximately 1,000+

Vuesion® Product Information Typical Setup Vuesion® Communication Platform Vuesion Media Server Applications, Platforms Voice resources (single line) Ethernet OAI (PZ-M606A) LAN / WAN / VPN IP Remote agent LAN / WAN Agent workstation Supervisor workstation Attendant workstation Vuesion Media Server: solutions & applications in a converged voice/data network

Vuesion® Messaging Module Messaging Highlights Vuesion® Deploys easily with reduced complexity Highly scalable from 4 to 64 ports Windows Point and click Administration OAI connection greatly simplifies integration Remote access for configuration Default Setup Wizard Full featured auto attendant / IVR Flexible and Menu-Tree telephony user interface ANI/DNIS based IVR routing Minimize time to resolution Menu selection from user’s greeting 1-digit selection for most functions Q&A interview mailbox Highly usable user features Play different greeting when user is busy or out of the office One-Touch record with listen and pickup Cascade notification (pager, mobile phone or E-mail) Users remotely configure their forwarding phone numbers for the “follow-me” feature Trusted numbers allow users to automatically login to their mailbox on ANI match

Vuesion® Messaging Module Unified Messaging Vuesion®

Vuesion PC Super Console Vuesion® CT Module Vuesion PC Super Console Vuesion® Vuesion® Super Console: Intuitive and productivity enhancing 1 Menu bar 2 Icon status & presence management 3 call control function keys 4 View selection 5 Call status

Presence management and collaboration Vuesion® CT Module Extended States Vuesion® Presence management and collaboration Extended states

Emergency Number Notification Vuesion® CT Module Emergency Number Notification Vuesion® Security Notification

Vuesion® CT Module Summary Vuesion® Super Console users Up to 200 simultaneous logons Number of views 12 for Super Console – 3 for Super User Icons displayed 2,000+ for Super Console – 25 for Super Users Call History 800 outbound / Inbound with missed call indication PC OS Supported Microsoft Window XP, 2000 or Thin Clients Phones supported TDM, IP or soft client with USB headset Database screen pop* Integration with ODBC compliant databases TAPI interface* Vuesion® TSP Call Reports* Crystal Reports interface Vertical Market Real Estate offices, Automotive, Answering Service * Option

Call Centers are everywhere   Vuesion® Call Center Module Call Centers are everywhere Vuesion® Sales / Orders Customer Care Dispatch Help Desk Information Registration Reservation Vertical market coverage Distribution     Education     Financial / Banks / Credit Unions    Government       Healthcare/Dental      Insurance     Manufacturing    Retail / Remote shopping      Utilities     Web Hosting / Internet    

Call Center Highlights Vuesion® Messaging Module Call Center Highlights Vuesion® Simplified deployment with flexible management Scalable from 5 to 200 agents Call Reports accessed for all enabled Supervisors Skills based routing for maximum coverage Full featured packages come standard Desktop or thin client environment supported Maximize First-Contact resolution Full featured auto attendant / IVR ANI/DNIS based IVR routing Priority routing Supervisor “Rescue Queue” Delayed announcements with ATA and queue position Visual and audible threshold indication Callers may opt-out of queue and select another destination Management & Supervision Presence with visual indication on groups and agents Intuitive call center states with visual indication Call status with CRM integration Built-in software wallboard with PC client software Call coaching/monitoring with record option Real time agent statistics

Vuesion® Call Center Agent Vuesion® Call Center Module Vuesion® Call Center Agent Vuesion® 1 Break, Work, Meeting, Login/Logout keys Break, Work, Meeting, Login/Logout via IVR 2 Phone Agent (No PC required) 1 Call center states Agent PC desktop client software Presence & Collaboration 2 3 Call center wallboard

Vuesion Supervisor Screen Vuesion® Call Center Module Vuesion Supervisor Screen Vuesion® Management and supervisory software 1 Call Center Reports 2 Real time statistics Rescue Queue 3

R.O.I and Productivity Enhancing Options Vuesion® Call Center Module R.O.I and Productivity Enhancing Options Vuesion® Increasing efficiency, productivity, service level and customer satisfaction while decreasing cost for faster Return on Investment Call Back Number Queuing Callers may leave a call back number, hang up and stay “virtually” in the call center without loosing their priority and position in queue. Database Smart Router Calls may be automatically routed to a different location, or have a higher/ lower priority based on their ANI, DNIS or customer’s database record contents. Database Screen Pop A local Vuesion database or the customer’s database records are automatically shown on the agent’s screen when ANI, DNIS or IVR collected digits match preconfigured entries. TAPI Dial Out Desktop users select and dial a number or name from their TAPI compliant contact management software.

Call Reports and Management Vuesion® Call Center Module Call Reports and Management Vuesion® Answered Calls (Hourly, Daily, Charts) Answered Calls Agent Summary Abandoned calls (Hourly, Daily, Chart, Detail) Talk Duration (Hourly, Daily, Chart) Service Level Profile (Hourly, Daily, Chart) Group Performance, Call Tag Reports, Campaigns, Skill Sets / Groups Call Center Reports 1 Call Center Status (Hourly, Daily, Charts) Call Center Calls (Hourly, Daily, Chart, Detail) Threshold Excess Agent Performance Agent Productivity Agents Stations (Detail, Summary, Charts) Trunks (Detail, Summary, Charts) Number Dialed/ANI (Detail, Summary, Charts) Area Code (Detail, Summary, Charts) Account Codes (Detail, Summary, Charts) All Calls/Tenant (Detail, Summary, Charts, Costing) 2 Non-Call Center Standard Reports Stations, Trunks, ANI, SMDR, A.A.

Sample Reports: Skill Set (Group) Performance Summary Vuesion® Call Center Module Sample Reports: Skill Set (Group) Performance Summary Vuesion® Profile Daily

Sample Reports: Agent Productivity Vuesion® Call Center Module Sample Reports: Agent Productivity Vuesion®

1 2 Vuesion® Call Recorder Module Typical Setup Vuesion® Trunk Side PSTN Voice resources (single line) Communication Platform Vuesion Media Server Ethernet OAI (PZ-M606A) 2 Station Side Storage & Backup Supervisor workstation Vuesion Media Server: solutions & applications in a converged voice/data network

Call Recorder Highlights Vuesion® Call Recorder Module Call Recorder Highlights Vuesion® A complete package for any budget Scalable, flexible OAI Integrated Supports PRI span and analog trunks Supports NEC’s digital Dterm for station-side recording Up to 8-PRI span trunk-side or 96 phones station-side Single and dual span PRI boards. 8,16 and 24-port digital station board interfaces High quality, High performance and high compression recorded files Selective recording based on ANI number pattern Selective inbound / outbound recording per station Record all calls Scheduled recordings per group or agent Random recording for quality assurance On demand Supervisor recording of agents Flexible search criteria

Supervisor Management Screen Vuesion® Call Recorder Module Supervisor Management Screen Vuesion® 2 3 Time/Call Filters Record Filters 1 4 Calendar Groups 5 6 Management & flags Record Details

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