July 2005 Enterprise Contact Center Solution OfficeServ ACD 2.0 OfficeServ Development (Internet Infra) Samsung electronics Co., Ltd.

© SAMSUNG Electronics Co., Ltd. 1 Overview Configuration Product Description Features System Requitements Contents Release Schedule

Overview

© SAMSUNG Electronics Co., Ltd. 3 Overview OfficeServ ACD is Windows-based contact center solution that inter-works with OfficeServ. Universal Queue is applied to Contact Center for customers in order to integrate or distribute a variety of channels (e.g. PSTN, VoIP, , and outbound) and to enhance productivity and customer satisfaction. ▪ OfficeServ ACD supports OfficeServ 500, OfficeServ 7200, and OfficeServ ▪ For small-sized contact centers that support about 100 agents.

© SAMSUNG Electronics Co., Ltd. 4 Configuration

© SAMSUNG Electronics Co., Ltd. 5 Module Configuration OfficeServ ACD is configured with the following modules: OfficeServ ACD I-Server (Intelligent Server)  OfficeServ ACD IVR – SBuilder (Scenario Builder)  OfficeServ ACD IVR – PRecorder (Prompt Recorder)  OfficeServ ACD IVR – MPlayer (Media Player)  OfficeServ ACD IVR – IDialer (IODS Dialer) : ACD 2.5 OfficeServ ACD Agent  OfficeServ ACD Agent – CMT (Call Management Tool) OfficeServ ACD Wallboard OfficeServ ACD Supervisor  OfficeServ ACD Conductor  OfficeServ ACD Analyst  OfficeServ ACD Cmanager (Campaign Manager) : ACD 2.5 OfficeServ ACD IVR

© SAMSUNG Electronics Co., Ltd. 6 System Configuration OS 500 / OS Trunk Port - G/W Port (Virtual Port) - ACD Port (Virtual Port/ AA Port) - Agent Port - IVR / VMS Port OS ACD Server - SQL Server - OS Linker - ACD I-Server - Web Server(IIS) - IVR (Dialogic Board) OS ACD Supervisor - Conductor - Analyst - Wallboard OS ACD Agent - Softphone - Agent CMT OS ACD Agent - Digital Phone - Agent CMT OS ACD Agent - IP Phone - Agent CMT Network DLI/SLI

© SAMSUNG Electronics Co., Ltd. 7 Package Configuration OfficeServ ACD I-Server (CTI Server) OfficeServ ACD IVR Voice Line Data OfficeServ OfficeServ ACD Agent OfficeServ ACD Wallboard OfficeServ ACD Supervisor ICD Queue VIP FIFO DBMS SQL Server Group Agent CMT Conductor Analyst Cmanager CTI Link IVR LinkAGT Link Agent Admin W/B ACD Link Scenario Builder Prompt Recorder Media Player IODS Dialer IVR IODS WCS Link Version2.5 Version2.0 OS 500 /7200/ rd Party CIM I/F ACT Goldmine Lotus Notes MS-Outlook OfficeServ Link

© SAMSUNG Electronics Co., Ltd. 8 Group & Port Configuration Server Group Division 1 Primary Group 1Primary Group 2 Group 1 (Queue) Group 2 (Queue) Group 3 (Queue) Group 4 (Queue) Division 2 Primary Group 1Primary Group 2 Group 1 (Queue) Group 2 (Queue) Group 3 (Queue) Group 4 (Queue) Agent 1Agent 3 Agent 2Agent 4 Agent 5 Agent 6 Agent 7 Agent 8 Agent 9 Agent1 0 Team 1 Team2Team3 Trunk Port DNIS  CLI  IVR DNIS  CLI DNIS  IVR CLI  DNIS  IVR CLI  DNIS CLI  IVR G/W Port (Virtual) ACD Port (Virtual or AA) (Queuing Port) IVR Port (S : Service Code or DTMF) S1S2S3S4S5S6 Structure Port Group Team Agent VMS Port (Queuing Message)

© SAMSUNG Electronics Co., Ltd. 9 Product Description

© SAMSUNG Electronics Co., Ltd. 10 Product Description OfficeServ I-Server is integrated inbound/outbound CTI middleware. This OfficeServ I-Server connects calls made to Contact Center to an appropriate agent very fast using a variety of routing techniques including skill-based routing to provide best customer satisfaction.  OfficeServ ACD Agent CMT (Call Management Toolbar) OfficeServ ACD Agent CMT allows the agent to control (answer, hold, or transfer) calls and display simple Screen Pop data in the screen, and to monitor calls connected to Contact Center and groups and their status in real-time. Thus, this module enables faster and more convenient responses to customers.  OfficeServ ACD Agent OfficeServ ACD I-Server OfficeServ ACD Agent

© SAMSUNG Electronics Co., Ltd. 11 Product Description OfficeServ ACD Wallboard displays the current status of calls and agents in Contact Center and important statistical and status data in various formats in real-time so that the manager can find out and address problems for proper operation of Contact Center. OfficeServ ACD Supervisor performs management at any time and place by providing Web-based management and monitoring windows.  OfficeServ ACD Conductor OfficeServ ACD Conductor sets up and manages all configurations of OfficeServ ACD. This module also monitors connected calls and agents in each group in real-time for more efficient operation of Contact Center. OfficeServ ACD Wallboard OfficeServ ACD Supervisor

© SAMSUNG Electronics Co., Ltd. 12 Product Description  OfficeServ ACD Analyst OfficeServ ACD Analyst creates various statistical reports of each group/ service/agent/campaign in real-time to support efficient operation of Contact Center. OfficeServ ACD Analyst can display and report statistical data in real-time using log data created in OfficeServ ACD, and can convert statistical data to Microsoft Excel format to enable editing the data in any format.  OfficeServ ACD Cmanager (Campaign Manager) OfficeServ ACD Cmanager allows you to make various dialing strategies for campaign in OfficeServ ACD, and performs monitoring. OfficeServ ACD IVR provides proper and reliable services for calls connected to Contact Center in accordance with the flow setting and announcements, and can transfer calls to the agent by inter-working with ACD I-Server. OfficeServ ACD IVR

© SAMSUNG Electronics Co., Ltd. 13 Product Description  OfficeServ ACD IVR-Sbuilder (Scenario Builder) OfficeServ ACD provides a scenario builder that allows you to easily create various scenarios by drag-drop operation using components.  OfficeServ ACD IVR-Precorder (Prompt Recorder) OfficeServ ACD provides a prompt recorder that allows you to record announcements used in IVR.  OfficeServ ACD IVR-Mplayer (Media Player) OfficeServ ACD IVR-Mplayer allows you to search or play back a file, which has been recorded by the agent using a file for recording or the urgent recording function, using Media Player.  OfficeServ ACD IVR-Idialer (IODS Dialer) OfficeServ ACD IVR-Idialer enables dialing using IODS Dialer if the manager wants progressive dialing.

© SAMSUNG Electronics Co., Ltd. 14 Features

© SAMSUNG Electronics Co., Ltd. 15 Features Contact Center solution optimized for the OfficeServ system Supports small-sized contact center sites that have about 100 agents Enables integration or separation of a server (Integrates or distributes IVR, I-Server, and DB to a single server) Performs various routing / distribution functions VIP / Regular (FIFO) / Agent Skill / Customer Grade / Service Code / ANI / DNIS / Routing of Day, Date, Time zone / Multi-Group Wallboard support Web-based monitoring/statistics Performs agent blending and call overflow Supports Call Management Tool (CMT) that allows the agent to perform call control or to enable Screen Pop in the desktop Provides a scenario builder that allows you to create a variety of IVR flows easily and conveniently

© SAMSUNG Electronics Co., Ltd. 16 Features ACD Server (I-Server) Integration or distribution to one server Integrates or distributes IVR, I-Server, and DB to a single server Various Routing CLI / DNIS / IVR and skill based routing Longest idle agent, multi-group, routing of day/date/time zone Default group setting Agent blending / call overflow Holding tone during call waiting ACD Agent (CMT) Displays various Screen Pop information Performs functions for calls and data control in a single window Check the other agents in real-time, and performs OneStep dialing using the Favorite List bar (similar to Speed Dial) Allows the agent to check call data and waiting calls from the service group in real-time using the agent wallboard Displays messages sent by the manager

© SAMSUNG Electronics Co., Ltd. 17 Features ACD Wallboard Monitoring for Server, Groups and Agents Sets alarm parameters in different colors Sets or displays refresh time automatically Changes field locations, and display types Integrates multi-group, and displays information Changes real-time display items ACD Supervisor Applies configurations in real-time Monitors calls and agents in real-time Performs call overflow and agent blending Provides various types of statistical data Selects and reports a field Exports to Microsoft Excel data to edit it in customized format Makes a variety of strategies for efficient dialing

© SAMSUNG Electronics Co., Ltd. 18 System Requirements Hardware Requirements base of 20 agents and 5000 inbound call per a day CPU: Intel Pentium G or higher Memory: Minimum 1GB Hard Disk Drive : Minimum 20 GB Dialogic Voice Card (For IVR Application) : D/41EPCI, D/41JCT-LS, D/120JCT-LS (PCI slot type) CPU: Intel Pentium 1.0 G or higher Memory: Minimum 128 MB Hard Disk Driver: Minimum 5 GB Software Requirements Operating System: Windows 2000 Server or Windows 2003 Server DBMS: SQL Server Operating System: Windows 2000 Professional, XP Home or higher MP Version : V2.46

© SAMSUNG Electronics Co., Ltd. 19 Release Schedule Schedule Remark Version 2.0Version 2.5Version 3.0 Inbound function IVR I/F (dialogic) Client (CMT/CIM) Wallboard Supervisor (Conductor /Analyst) Outbound Integration In/Outbound Blending CIM Solution I/F MS-Outlook/ACT/ Goldmine/Lotus Notes OfficeServ 7400 I/F Support IP-IVR/IP-Recorder Support Web Call Service IPv6 Support July 2005 February 2006October 2006 Target Inbound Based Contact Center Solution Integrated IP Based Solution (IP-IVR/IP-Recorder) Platform (Server/ Switch/ DBMS) OS: Win2000, 2003 DBMS: MS-SQL Switch: OS 500 / 7200 Integrated Outbound Contact Center Solution OS: Win 2000, 2003, XP Professional DBMS: MS-SQL, MSDE Switch: OS 500/ 7200 / 7400 OS: Win 2000, 2003, XP Professional DBMS:MS-SQL, MSDE Switch: OS 500/ 7200 / 7400

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