LiveOps Instant Business Continuity Presented By: Robert Constantine

What is the definition of a “Cloud” based Architecture? A true cloud architecture should: - Have multiple points of entry and multiple points of exit for all traffic; both voice and data - Have no single points of failure and have multiple active data centers running in concurrence - Not require any hardware or software to be implemented onsite - Be based on Open Standards and provide multiple connectivity options - Have out of the box system resiliency and be highly available - Provide localized global access to users and end customers - Provide features and upgrades at no cost and with no downtime - Allow for payment based on consumption, not licensed for maximum usage requirements

Global Connectivity and Features EMEA PoP VPN APAC PoP VPN Nevada Data Center New York Data Center London EMEA PoP 1 Amsterdam EMEA PoP 2 Voice Point of Presence (PoP) - Regional Telephony and Call Routing - Regional Call Recording Storage - Regional Recording Access Singapore APAC PoP 1 US Data Center - Core Telephony Signaling - Non PoP affiliated Media Servers / Recording Storage and Access - Reporting/Billing - Web Applications - APIs/Integration Sydney APAC PoP 2 © 2014 LiveOps, Inc

Copyright © 2014 LiveOps, Inc. Private and Confidential Resilience The LiveOps solution is designed with no single points of failure in its data center architecture. Redundancy is implemented on a component level across network devices and multiple pools of servers. Each LiveOps data center minimally employs redundant: - Power generation, N+1 power and cooling - Active-active data center strategies for telephony circuits within and across carriers as well as internet circuits with diverse carriers Data Center Strategy LiveOps maintains an active-active data centers strategy meaning that both centers are capable of routing calls with automated failover through route plans and carrier advanced features. LiveOps has deployed F5’s Global Traffic Manager (GTM) for application resiliency. Tape backups are also stored off-site in contracted secure disaster resistant facilities. Testing of data restoration is conducted periodically.   Telephony Redundancy Telephony redundancy across data centers is achieved through route plans and carrier advanced features which support alternate destination routing. Route plans and carrier features provide real time failover of calls in the event of full or unavailable circuits and ensure delivery of calls across locations.  Regular capacity reviews are conducted to ensure sufficient capacity per carrier to recover from any circuit or data center failure. Copyright © 2014 LiveOps, Inc. Private and Confidential

Telephony Platform: Lifecycle of a Call Traditional TDM Carriers Advanced IP Carriers Leased IP Networks Customer Hosted or Premise IVR Media Gateway Agent Encrypted Session Data Session ID ANI DN Session Data SIP Proxy Call Manager IVR Server Encrypted Session Data Enterprise Routing Engine Session ID ANI DN Session Data Session ID ANI DN Presence Server Transfer Data Service Web Applications Media Server Media Server 7 – Call Manager connects to LiveOps IVR server for messaging, caller segmentation, etc. Media Server for IVR plays prompts, records, detects & generates DTMF. 10 – Call Manager establishes new call leg to agent. Agent leg is placed into Media Server conference. Agent can use Phone Panel for call control. 5 – Call Manager establishes conference through Media Server. Media Server is responsible for managing RTP legs, mixing audio, and recording call to disk. 9 – If no agent available Call Manager places caller in Queue IVR. On agent availability, Call Manager chooses best available agent. Notification and screen pop delivered to agent via Presence Server connection. 3 – IVR or Enterprise Routing Engine send call data to LiveOps Transfer Data Service. TDS returns TFN for transfer. 4 – Call transferred by premise equipment to LiveOps. Call terminates at LiveOps Media Gateway which translates signaling to SIP and voice to RTP G.711. Incoming call load balanced by SIP Proxy to an available Call Manager. 6 – Call Manager loads Campaign configuration based on DNIS from Local Data Store and attached data using DNIS/ANI pair from TDS. 8 – Call Manager uses multicast protocol to perform distributed agent search. Presence Servers respond with best agent based on availability and Pool membership. Tunnel allows search across multiple data centers. 2 – Customer dials TFN and is connected to a hosted or customer premise IVR or a customer premise Enterprise Routing Engine (Cisco, Genesys, etc.). 11 – On call completion, call recordings are transcoded and transferred to permanent storage. Call detail record is moved to Data Management System for warehousing and reporting. 1 - Agent connects to LiveOps Platform using web browser. Phone panel connects to Presence Server using persistent TCP connection. Presence server loads agent attributes from Local Data Store. Dubber Tunnel TDM SIP Call Recording Storage SafeNet Local Data Store Data Management System RTP Multicast Data Web/Presence Copyright © 2014 LiveOps, Inc. Private and Confidential

Global Voice PoPs International PoP VPN US Data Center Playback App Customer International PoP Traditional TDM Carriers Recording Access via Web Media Gateway Media Server Advanced IP Carriers Dubber Media Server SafeNet Call Recording Storage Leased IP Networks Local Data Store VPN Local Data Store SIP Proxy Call Manager IVR Server Agent Presence Server Data Management System TDM SIP RTP Data Live Dashboards Web Applications Web/Presence MGCP Recycler US Data Center Copyright © 2014 LiveOps, Inc. Private and Confidential

Separation of Metadata from Call Data LiveOps Core Infrastructure Separates Signalling (SIP) from Media (RTP) SIP is used at core to support global agent selection, routing and other services such as dashboards RTP is localized and maintained within region to ensure data sovereignty requirements are met. Customer to Agent calls within geographical region remain within that region Call Recording Transcoding, Encryption and Storage remains within geography Localized playback infrastructure (web application tier to provide end-user access) improves end user application performance

LiveOps Contact Center Platform Mission-Critical On-Demand Platform Advanced capabilities in the hands of Business users Enterprise Grade High Availability, massive scale, multi-layer security Completely Integrated Suite Thin-Client user interface with complete visibility and control Software-as-a-Service Zero premise footprint, immediate provisioning, seamless upgrades © 2014 LiveOps, Inc. - Confidential

Question and Answer time!

Web Access over Internet vs MPLS LiveOps recommended/supported model: Voice traffic carried via DVP (MPLS) connection Web-based application traffic carried via public internet connection (HTTPS) Service delivery considerations: In case of service interruption, LiveOps standard practice is to implement DNS change to redirect web traffic away from impaired system(s) This change takes approximately 120sec to propagate for customers using encrypted internet path. There are no time-based SLAs available for alternative solutions (e.g. via DVP/MPLS connections) due to additional routing changes over and above standard DNS needing to be propagated from customer network. Additionally, with application traffic routed via MPLS, any internal changes to web tier infrastructure within LiveOps would require direct coordination with customer network team. Routing traffic via secure internet eliminates this need and also safeguards customer against network routing issues as a result of LiveOps internal routing changes. Copyright © 2014 LiveOps, Inc. Private and Confidential