9,825,461,087,64 10,91 6,00 0,00 8,00 Information and Communication Networks HiPath ProCenter Compact Supervisor

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 2 Agenda - HiPath ProCenter Compact Supervisor Overview: Supervisor Application Real-Time Monitoring Alarms and Thresholds Wallboards Telephony and Desktop Functions Summary: Features and Benefits

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 3 Calls in Queue for Service = 9 Overview: Supervisor Application The HiPath ProCenter Compact Supervisor application provides: Real-Time Tracking and Monitoring Tools for Call Handling Performance Across Multiple Groups Configurable Thresholds and Alarms, Visual and Acoustic Alerts Wallbord View Management for Pushing Real-Time Feedback to Call Handlers

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 4 Real-Time Tracking and Monitoring Tools The Supervisor application enables the user to access real-time, visual Group Status Views Group Overviews Group Detail Views in one flexible, easily customized desktop. The monitored groups are selected on a “per Supervisor” basis in the Administration interface.

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 5 Real-Time Tracking and Monitoring Tools Track and monitor Call Handling Performance across multiple Groups with a customized Supervisor desktop:

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 6 Real-Time Tracking and Monitoring Tools Group Status Views: Constantly updated statistical information on: Service Level and Service Time Abandon Rate and Abandon Time Number of Calls Waiting and Maximum Waiting Time

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 7 Real-Time Tracking and Monitoring Tools Group Overviews: Constantly updated user status information: User Names / IDs User Extensions User Status Time Spent in Status Customizable level of detail in the views.

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 8 Using the group overview, the Supervisor can actively manage the status of call handlers as required by the call handling situation: Logon / Logoff users Make users availabe / unavailable Place users in Wrap-up (“Work”) state Upcoming issues like longer wait times or higher abandon rates can be addressed before they arise. Real-Time Tracking and Monitoring Tools

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 9 Real-Time Tracking and Monitoring Tools Group Detail Views: Constantly updated statistical data on: Number of users logged on Detailed user states for all users of the group selected: The call taker is logged on to the group via telephone keys. The call taker is available to answer incoming calls. The call taker is not avail- able to answer incoming calls (e.g. on a break). The call taker is completing work from a previous call. What happens at the call taker’s desk, e.g.: the phone is ringing in conversation with a caller has answered an internal call has made an outbound call

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 10 Thresholds and Alarms The HiPath ProCenter Compact Supervisor application enables the user to customize visual thresholds for: Group Service Level Group Abandon Rate Additionally, separate acoustic alarms can be defined for each threshold, alerting the user of the fact that a threshold is being reached.

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 11 Wallboards The Wallboard management interface* enables the user to define customized wallboard views containing constantly updated operating statistics like Available Agents Calls in Queue Wait Times Service Level customized text and messages Calls Waiting for Group Sales = 5 *Up to 4 serial wallboards can be administered from each Supervisor PC.

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 12 Telephony and Desktop Functions The Supervisor desktop provides telephony and desktop functions: Logon / logoff buttons for the supervisor’s phone Change desktop language “on-the-fly” Optimize desktop layout with choice of various display options for real-time views: Tile List Symbol Logon / LogoffChange desktop language

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 13 HiPath ProCenter Compact Supervisor Summary: Features and Benefits Features: Monitor key information for your Call Handling Groups in real-time Adjust your desktop for single or multiple Group Views Customize visual and acoustic Thresholds and Alarms for Service Levels and Abandon Rates Administer Wallboard Views with real-time statistics and customized text messages Benefits: Use real-time information to improve your Call Distribution Strategies Increase productivity by monitoring current Call Activity Spot potential problems earlier and address them proactively Provide real-time feedback to call handlers with wallboard views

9,825,461,087,64 10,91 6,00 0,00 8,00 Information and Communication Networks HiPath ProCenter Compact Supervisor