1. Click to edit Master title style Sytel’s High Availability Strategy © 2012 Sytel Limited. All rights reservedVersion 2.5

2. Click to edit Master title style HA strategy based on Sytel’s leadership in multi-tenant hosted/ cloud contact center market Host Tenant 1 Experience in the field Tenant 3 Tenant 2 Tenant 4

3. Click to edit Master title style Delivers HA against failure of… The Sytel HA model VM hardware virtual machines software VM service

4. Click to edit Master title style Overview HA strategy provides full recovery for… campaigns agents data

5. Click to edit Master title style The Sytel HA Model

6. Click to edit Master title style Virtual machines – recommended act as separate failure units The Sytel HA model VM

7. Click to edit Master title style Hardware/ VM - Failover primary back-up Monitoring Replication Monitoring config failed primary

8. Click to edit Master title style Services – Auto restart service bus service

9. Click to edit Master title style Three causes of data loss: Data Loss/ Handling 1. Transaction (reporting) database offline 2. CallGem (dialer) offline 3. CRM database offline

10. Click to edit Master title style Thorough data recovery facilities… Transaction database offline …via log file replay

11. Click to edit Master title style CallGem offline All data relating to transactions in progress – lost and irretrievable dialer

12. Click to edit Master title style CRM database offline cached in Campaign Manager All data relating to transactions in progress - When connection is resumed, updates are executed.

13. Click to edit Master title style Automatic session recovery is not possible. Session loss The agent will simply log back on and process the next session.

14. Click to edit Master title style Case study Global market research Backup server 1 (web/ controller) Controller server Web server Reporting server STG2STG3 Telephony cluster 1 STG1 Telephony cluster 2 STG5STG4 Backup server 2 (web) Backup server 3 (controller) Reporting server Oldsmar, FLCincinnati, OH LAN WAN CATI cluster 2 CATI cluster 1

15. Click to edit Master title style Work in progress

16. Click to edit Master title style Small is beautiful! service primary service bus primary backup

17. Click to edit Master title style Example – queue failure tenant campaign queue agent queue

18. Click to edit Master title style backup Larger components - replication primary failed primary service bus

19. Click to edit Master title style Isn’t HA expensive?

20. Click to edit Master title style Additional Sytel licenses for high availability… $€£ No cost! Software costs

21. Click to edit Master title style Use of virtual machines minimises hardware costs V VM Hardware costs and lowers energy consumption

22. Click to edit Master title style HA model can be used with free/low-cost hypervisors, e.g… ESXi Hardware costs

23. Click to edit Master title style A single backup server can be configured to take one of a number of server roles Hardware costs Dialer server Database server Web server Backup server

24. Click to edit Master title style For telephony: Reduced costs! O/S costs

25. Click to edit Master title style O/S costs – comparison hosted/ cloud $€£ On-premise/ CPE vs.

26. Click to edit Master title style O/S costs – on-premise Windows Server licenses required - 9 200 Back-up Primary 2 for Site 1 Primary 1 200 Site 2 Back-up Primary 2 for Primary 1 200 Site 3 Back-up Primary 2 for Primary 1

27. Click to edit Master title style O/S costs – hosted 200 Windows Server licenses required - 3 back-up primary for Tenant 1 200 back-up primary for Tenant 2 200 Back-up Primary 2 for Tenant 3/ Landlord Primary 1

28. Click to edit Master title style Set up, configuration and testing costs… $€£ Minimised Set up, configuration & testing

29. Click to edit Master title style Sytel server configurator for detail sizing. ? Scaling

30. Click to edit Master title style Sytel replication tools… …mean no expenditure/ dependency on 3 rd party technology config Replication

31. Click to edit Master title style So extra end user cost… software + hardware + O/S + Sytel tools = $€£ Minimised Total cost of HA

32. Click to edit Master title style Worth investing in HA? Imagine life without HA. For example… Total loss200 x 4 x £25 = … £20,000 Number of agents200 Downtime4 hours Cost per agent per hour (lost revenue and agent wages) £25 More than pays for a fully redundant system

33. Click to edit Master title style Thank you