17 th Jan 06 IP40 Sales Brief

2Plantronics, Inc. Contact Center Desktop – The changes Infrastructure in the contact center is now following the trends previously seen in the enterprise telephony market. VoIP adoption SIP desktop device support Some contact center applications can now support SIP devices without the need to an IPBX (Aspect, Genesys, Interactive Intelligence) Most IPBXs also now support SIP devices IP-based contact centers now reliably scale to serve large and very large contact center needs

3Plantronics, Inc. What does this mean for the agent desktop?

4Plantronics, Inc. The Agent Desktop  The Contact Center Agent Desktop has three elements  The PC with contact center application  The voice device (phone)  The audio processor with headset  As contact centers move to ‘VoIP’ these elements remain but the devices providing them change  Reliability and good voice quality are still key to the success of the contact center

5Plantronics, Inc. The Agent Desktop  With VoIP - the elements remain - delivery options change  IP phones or soft clients - replace TDM Phones  Desktops have single network connection  Devices are powered through the network  Reliability requirements are still key IP Cloud

6Plantronics, Inc. The Agent Desktop  IP Phone  Advantages  ‘Always on’ no need to boot the phone to take a call  Ability to receive calls is not affected by the PC  Voice quality is not affected by the PC IP Cloud  Disadvantages  User interface is largely redundant, and can be a distraction  IP phones are expensive  Agent needs a headset not a handset  Uses a lot of desktop ‘real estate’ Microsoft Windows exception You have performed an illegal action I have crashed

7Plantronics, Inc. The Agent Desktop  IP Soft client  Advantages  Soft client license is cheaper than IP Phone - No expensive IP phones needed  Limited distraction - telephony interface can be hidden IP Cloud  Disadvantages  Need to boot PC before calling  Reliability is dependant on the PC  Voice quality is affected by the PC  PC may need to be upgraded to handle voice – hidden cost Microsoft Windows exception You have performed an illegal action I have crashed

8Plantronics, Inc. What has all the advantages of an IP Phone and soft client but none of their disadvantages?

9Plantronics, Inc. IP40  The IP40 is a compact, simple-to-use VoIP headset system  It is an IP device that eliminates the need for a desk phone & audio processor

10Plantronics, Inc. IP40 on the Agent Desktop  IP40 is a tailor-made contact center headset system  No IP phone needed  ‘Always on’ no need to boot the phone to take a call  More cost effective than IP phone/headset combination  Simple user interface – no distractions – minimal desktop real estate IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed  Voice quality is not affected by the PC  Ability to receive calls is not affected by the PC Simple, reliable audio quality for IP contact center

11Plantronics, Inc. IP40 – How does it work?  IP40 is a SIP device, registers with contact center SIP proxy  Contact center desktop application communicates with server  Server controls the IP40  Voice media handled by the IP40 IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed SIP Proxy Contact Center Routing Engine  Agent controls the ‘call’ via the contact center PC application Signaling - SIP Media - voice

12Plantronics, Inc. IP40 – How does it work?  Voice quality is not affected by the agent PC  Ability to receive calls is not affected by the agent PC IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed Simple, reliable audio quality for IP contact center SIP Proxy Contact Center Routing Engine PSTN TDM/IP Gateway

13Plantronics, Inc. IP40 Deployments  Agents can be in the intranet or remote working across the internet Intranet IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed SIP Proxy Contact Center Routing Engine PSTN Internet IP Cloud Home Office  IP40 has STUN client for far end firewall traversal Firewall TDM/IP Gateway

14Plantronics, Inc. IP40 - Key Feature/Benefits Industry standard SIP and RTP; designed to work with any SIP system - comprehensive system compatibility Compatible with all Plantronics H-tops – wide choice of headsets Plug and play – Simple for end user to install – Simple for the administrator to configure Small footprint and simple user interface – extremely easy to use remote configuration and control facility All you need nothing you don’t

15Plantronics, Inc. Simple Desktop Installation End user plug and play User connects the cables IP40 & PC share one wall jack Ethernet switch includes PoE VLAN to ensure voice quality IP40 connects to the network and downloads its settings from the configuration server LED goes solid green when the IP40 is ready to use Headset port PC RJ-45 Network RJ-45 with PoE AC adapter (if no PoE available)

16Plantronics, Inc. Remote System Administration The administrator can remotely manage IP40 ‘automatically’ or ‘manually’ Automatic management & configuration The administrator creates configuration files for batch installations or configurations Configuration can include settings for automatic maintenance Individual management & configuration The IP40 has an embedded web server Allows the system administrator to access and manage the configuration or update the firmware per device

17Plantronics, Inc. Manual Configuration Menu

18Plantronics, Inc. Simple Configuration Plug and play configuration  Administrator creates ‘config’ files on HTTP server with file name based on MAC address of IP40  IP40 boots and gets network information via DHCP DHCP & DNS service point IP40 to HTTP server Correct configuration for device is down loaded based on MAC address  IP40 reboots with new configuration and registers with the SIP proxy  Once authenticated agent is ready for calls DHCP ServiceDNS Service Contact Center SIP Proxy IP Cloud Config Text IP DN UA: 3345 PSWD: ***** OK ***** MAC:00:08:7b:06:d1:5f IP Address: Extension number: Password: HTTP Server IP Address: example.com HTTP File Sever Domain Name:

19Plantronics, Inc. Simple Maintenance Plug and play maintenance  IP40 checks for updated SW  If new files are present - automatically download and upgrade DHCP Service DNS Service HTTP File Sever Contact Center SIP Proxy SW IP Cloud

20Plantronics, Inc. Simple Controls  Receive Volume adjust  Transmit Mute  Call Answer Answer/end button press  Auto-answer option*  End Call Answer/End long button press  Single outbound call option  Hold Call hold/resume when QD is disconnected/reconnected

21Plantronics, Inc. Controls continued IP40 also supports the following features initiated other SIP endpoint or via a SIP PBX or SIP ACD  Call transfer  Call forward  Call park  Call hold

22Plantronics, Inc. IP40 Field Trial Validate with specific vendor SIP configurations Identify customer candidates – September – January 09 Plantronics sales VARs EU & NA OEM sales Trial install – February 09 Plantronics engineering available for on site support Trial run – February – March 09 Weekly contact with customer Field trial - 6 weeks Setup window - two weeks Run time - four weeks

23Plantronics, Inc. IP40 Field Trial Objectives Specific vendor target SIP configurations Contact Center Vendors Genesys Aspect Interactive Intelligence IPBX vendors Cisco Avaya Swyx

24Plantronics, Inc. Thank You

25Plantronics, Inc. With who do Sales need contacts? Genesys CC Interactive CC Aspect CC Cisco CC Avaya CC Swyx CC Contact Center Value added Reseller or SI Plantronics Accessories vendor Contact Center Customer/User Accessories vendor