LiveOps UK&EU Infrastructure Review

Introductions Review overall call flow – How does a call and associated data flow through various LiveOps platform components. Review regional POPs – Localization of voice calls and call recordings, including call recording data encryption/security, from metadata. Review Global Data Centre Architecture – Differentiate voice PoP services from core platform services & location of service – How does LiveOps separate signalling (Metadata) from PII (call data) System resiliency – HA & DR solutions for core platform and regional POPs Discuss Application Data via Public Internet vs Call Data via MPLS/DVP Wrap Up, Q&A Agenda

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. 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. 5 – Call Manager establishes conference through Media Server. Media Server is responsible for managing RTP legs, mixing audio, and recording call to disk. 6 – Call Manager loads Campaign configuration based on DNIS from Local Data Store and attached data using DNIS/ANI pair from TDS. 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. 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. 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. 2 – Customer dials TFN and is connected to a hosted or customer premise IVR or a customer premise Enterprise Routing Engine (Cisco, Genesys, etc.). Telephony Platform: Lifecycle of a Call Copyright © 2014 LiveOps, Inc. Private and Confidential 3 Traditional TDM Carriers Advanced IP Carriers Leased IP Networks Media Gateway SIP Proxy Media Server Media Server Call Manager IVR Server Presence Server Tunnel SafeNet Dubber Call Recording Storage Data Management System Local Data Store Hosted or Premise IVR Transfer Data Service Customer Enterprise Routing Engine Agent Web Applications TDM SIP RTP Multicast Data Web/Presence Encrypted Session Data Session ID ANI DN Encrypted Session Data Session ID ANI DN Session Data Session ID ANI DN Session Data

VPN Global Voice PoPs Copyright © 2014 LiveOps, Inc. Private and Confidential 4 Traditional TDM Carriers Advanced IP Carriers Leased IP Networks Media Gateway SIP Proxy Call Manager IVR Server Presence Server Recycler Dubber Call Recording Storage Data Management System Local Data Store Customer Agent Web Applications TDM SIP RTP Data Web/Presence US Data Center International PoP Media Server Local Data Store MGCP Recording Access via Web Playback App Live Dashboards SafeNet

Global Connectivity and Features © 2014 LiveOps, Inc5 Nevada Data Center New York Data Center London EMEA PoP 1 Singapore APAC PoP 1 Sydney APAC PoP 2 Amsterdam EMEA PoP 2 US Data Center - Core Telephony Signaling - Non PoP affiliated Media Servers / Recording Storage and Access - Reporting/Billing - Web Applications - APIs/Integration Voice Point of Presence (PoP) - Regional Telephony and Call Routing - Regional Call Recording Storage - Regional Recording Access (Q3) EMEA PoP VPN APAC PoP VPN

Summary : 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 localised and maintained within region to ensure data sovereignty requirements are met. Customer to Agent calls within EU remain within EU (London & Amsterdam) Call Recording Transcoding, Encryption and Storage remains within EU (London & Amsterdam) Playback infrastructure (web application tier to provide end-user access) to improve EU access performance available August 1

Resilience Copyright © 2014 LiveOps, Inc. Private and Confidential 7 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.

Web Access over Internet vs MPLS Copyright © 2014 LiveOps, Inc. Private and Confidential 8 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.