Mitel Your Assistant Sales Training

Mitel Your Assistant Sales Training
Overview

Visions of Convergence
Imagine controlling a telephone or conference call using simple drag-and-drop commands? Or knowing who is calling and being able to quickly review your communication history with that contact before answering the call? Or even knowing the real-time availability status of employees within the enterprise before placing the call? Imagine controlling a telephone or conference call using simple drag-and-drop commands. Or knowing who is calling and being able to quickly review your communication history with that contact before answering the call. The Mitel™ Your Assistant application is an advanced productivity tool that is redefining real-time communications within the enterprise. With Your Assistant, enterprises using Mitel 3300 Integrated Communications Platform (ICP) can improve communication with increased responsiveness, leverage their existing IP infrastructure and communication applications, and support all users with productivity enhancing features. Your Assistant users communicate when and how they need to with realtime personal control. To the end user, Your Assistant is their tool to manage communications effectively with features such as: PC-based call handling, visual conference call management, call history, instant messaging (IM), call annotation timing and recording. To answer the needs of teleworkers and road warriors, Your Assistant Professional has an embedded PC-based IP telephone (softphone) to enable communication management from a remote location through a PC/laptop and headset. Road warriors and teleworkers can enjoy the same intuitive communication management from a remote PC or laptop by using an embedded software-based IP telephone (Softphone), available with Your Assistant Professional (PRO). The remote user, connected to the enterprise via a virtual private network (VPN), appears as though they are at their desk, anytime, anywhere. Your Assistant Sales Training

Your Assistant Sales Training
Your Assistant (YA) A desktop application that provides an intuitive interface to manage real-time communications Control calls using simple mouse clicks or drag and drop commands Provides the flexibility to communicate the way you want and how and when others communicate with you Review communication history before answering calls See the availability status of individuals before making the call With Your Assistant, enterprises using Mitel 3300 Integrated Communication Platforms’ (ICP) can improve business communication with increased responsiveness, leverage their existing IP infrastructure and communication applications, and support all users with productivity enhancing features. Your Assistant users communicate when and how they need to with real-time personal control. To the end user, Your Assistant is their tool to manage communications effectively with features such as: PC-based call handling, visual conference call management, call history, instant messaging (IM), call annotation timing and recording. To answer the needs of teleworkers and road warriors, Your Assistant Professional has an embedded PC-based IP telephone (softphone) to enable communication management from a remote location through a PC/laptop and headset. Road warriors and teleworkers can enjoy the same intuitive communication management from a remote PC or laptop by using an embedded software-based IP telephone (Softphone), available with Your Assistant Professional (PRO). The remote user, connected to the enterprise via a virtual private network (VPN), appears as though they are at their desk, anytime, anywhere. Your Assistant Sales Training

YA — Leading Convergence
“Mitels’ score for softphone … is by far, the best score among competitors” “In general interactive voice quality on softphones tends to be below the toll quality rating of 4.0. — Mitels’ 4.83 score is truly outstanding” Miercom Report Feb 6 ‘04 “The goal of our tests of VoIP enhanced services was to determine what is in the works that will propel enterprise deployment of IP-telephony even faster than it is currently. We believe a mix of the capabilities we saw on the evaluated products may turn out to be the “killer app” VoIP has been seeking.” “Mitel was one of only two vendors, among the six evaluated, that supported the ability to set up “on-demand” conferencing, also known as “ad hoc” conferencing. How this works: calls are placed automatically and concurrently to all members in a predefined workgroup, and a bridge conference is under way as soon as users answer their phone.” Miercom Lab Testing Report October Evaluating Your Assistant 2.1 and 3.0 “Mitel’s score of 4.83 for softphone-to-IP phone interactive voice quality is noteworthy as it is, by far, the best interactive voice score among the competitors for this particular test. In general, interactive voice quality on softphones tends to be below the toll-quality rating of 4.0, Mitel’s 4.83 score is truly outstanding.” Miercom Lab Testing Report February 2004 Your Assistant Sales Training

But Why, Eh? The Market is Expanding...
IP PBX market is expected to grow to $3.9 billion in revenue by 2005 VoIP will account for approximately 75% of world voice services by 2007 Pricing, ease of use, administration and applications will drive the adoption of LAN telephony The IP PBX market is expected to grow to $3.9 billion in revenue by 2005, representing nearly 20% of all traditional PBX sales (source: Synergy Research, 2/2002). VoIP will account for approximately 75% of world voice services by 2007 (source: Frost & Sullivan, 3/2002). 90% of enterprises with multiple locations will start switching to IP systems for voice over next 5 years (source: Phillips Group, cited from Aspect Research, 6/2001). Applications will drive VoIP growth Among the applications indicated as driving market demand for bandwidth, was cited most often, with roughly 66% of survey respondents indicating this choice. Other bandwidth intensive applications cited by respondents were Groupware/collaborative applications and unified messaging (source: Cahners In-Stat 2002 – Middle Market Study (100 to 999 full-time employees 2001) According to research, pricing, ease of use, administration and applications will drive the adoption of LAN telephony (source: Cahners In-Stat, 7/2001). While was initially the most adopted application that started off this trend, new converged technologies (voice, video, and data) will create many new products small enterprises will find hard to remain competitive without (source: IDC, 2001). In 2004/2005 that 90% of enterprise data networks will be ready to support voice and video applications: 100% switched IP with all the bells and whistles (Source: Meta Group, 2001). Applications will drive VoIP growth! Your Assistant Sales Training

Users Are More Demanding
What do users want? More access to their contacts More information at their fingertips The benefits of integrating data and telephone To be able to send and receive data via faxes and from and to anywhere on the planet, and Internet access to go If a phone can store 100 phone numbers, why not 1,000, with addresses, to-do lists and schedules? And if a handheld device can store 1,000 numbers and addresses, why can't it also make a phone call? •The trend is unmistakable: People want more access to their contacts, more information at their fingertips and the benefits of integrating data and telephone. They want more than basic computing and voice calls. They want to be able to send and receive data via faxes and from and to anywhere on the planet, and they want Internet access to go. If a phone can store 100 phone numbers, why not 1,000, with addresses, to-do lists and schedules. And if a handheld device can store 1,000 numbers and addresses, why can't it also make a phone call? (source: Mobile Computing, 2000). •The ideal mobile application will combine personalization, time sensitivity, and location awareness to deliver a highly relevant experience to end-users (source: Jupiter Research, 2002). •September 11 will make teleconferencing a commercial imperative for companies. This is likely to drive the uptake of IP and in Particular VoIP ahead of original predictions. Resurgence of teleconferencing of various types is likely to drive demand for network convergence. (source: InformationWeek, 11/14/2001). In short? Applications! Your Assistant Sales Training

Our Solution? Your Assistant Introducing… + 3300 ICP (Min Release 3.3) Your Assistant is a desktop application that provides convenient, centralized access to a broad range of communication tools that are tightly integrated with Mitel 3300 Integrated Communications Platform (ICP), Mitel IP phone sets and leading business applications including: Microsoft Outlook, Internet Explorer, MSN Messenger, Goldmine (next release), Lotus Notes and ACT! Mitel Phones supported:4015, 4025, 4150, 5000 series (not 5001) and 5200 series (not 5201, 5207) Minimum System Requirements: Pentium II (266 MHZ) 128 MB RAM (256 with Softphone module) 40 MB free disk space NIC MB full duplex recommended Additional Requirements for Your Assistant Softphone USB Headset and full duplex sound card Operating Systems Supported: Windows 2000 and XP PIMs: Act 2000, Outlook 97 or greater, Lotus Notes R5 or R6 = True value of VoIP Your Assistant Sales Training

Why Buy Your Assistant? It's about YOU…the user Multiple call handling Increased likelihood of successfully communicating Simplified interface to complex call control features Enhanced collaboration experience Database searches for immediate access to information relevant to incoming caller Increased likelihood of Successfully Communicating Involves data transfer, video, SMS, and instant messaging--not just people calling on the phone. With Presence and Policy, YA lets you know if people are available… therefore you don't have to waste your time calling if they aren't even at their desk. Versatile call forwarding with multiple call forward profiles Multiple Call Handling: Communicate with others trying to reach you, even though you are on the phone. With the knowledge of who is calling in (CLID), you could play a custom wave file (future release) to let them know you will call them back (this saves having to just send everyone to voic ) or type a quick instant message telling them that you will be right with them (current release) Simplified Interface to Complex Call Control Features The 3300 supports over 600 different features--the average user knows how to use about 4. YA gives you a comfortable "point and click" interface to a range of different features including drag and drop conferencing. YA automatically remembers the numbers dialed most and makes them accessible from a drop-down menu. Enhanced Collaboration Experience Collaboration is a very important part of today's work experience, and Mitel is going to be a leader in the space. By combining the 30 years of voice experience with leading technology in video (5700-future) and file/data transfer, we can provide a rich experience to the user. The important thing here is to make it very easy for the end user, that way they will actually use it. This could be as simple as right clicking on the members of your conference call to send a file or to drop them from the call. Immediate access to information relevant to incoming caller Integrate with your PIM (Outlook, Goldmine, Act, etc.) based on CLID and present the contact information previously entered to jog your memory before you answer the phone. With "knowledge management", we can present the user with other media (excel spreadsheets, Powerpoints, POs) that have something to do with the incoming CLID. This saves the effort of talking about the weather while you search for relevant files on your PC. Your Assistant Sales Training

Why Sell Your Assistant?
It's about YOU…the reseller Compelling buyer benefits Stay competitive in the end-user space Electronic distribution provides easy and inexpensive installation Modular upgrades that expand functionality of current release - that drives platform sales Future - customize to reflect a company's brand, push messages to end-users through browser, or communicate in multiple languages Numerous net buyer benefits including: increased responsiveness and productivity for inbound and outbound communication; the ability to track communications for billing purposes or, in the case of call record, to have an accurate record of important instructions, questions or requests; increased likelihood of successfully communicating through flexible, ad hoc conferencing and PIM / instant messenger integration. From the Enterprise or CIO’s perspective, the product line generates a compelling ROI, including higher asset productivity for IP infrastructure and application investment – reinforcing the decision to migrate towards IP and positioning Mitel as a leading provider. Your Assistant adds significant value to an enterprise’s communications infrastructure by making individuals “more flexible, responsive, efficient, and productive” while simultaneously reducing costs to the enterprise. Mobile Sales/ Marketing, Senior-level managers, executives and team-based knowledge workers will lead the adoption of Your Assistant. From a Dealer or VAR perspective, YA offers a highly visible reason to upgrade to a converged IP-based infrastructure – specifically the Mitel 3300 ICP. The product line will also help Mitel stay competitive in the end-user application space – reinforcing the transition to an “outside-in”, “solutions-based” company. The electronic distribution model provides the VAR community with easy and inexpensive installation at the customer site, reducing deployment costs and increasing margin. VARs will eventually be able – with an SDK to YA– to customize the applications to reflect their brand, push messages to end-users through an onboard browser bulletin board, and embed YA functionality inside carrier scale ASP, ERP or CRM implementations. The end goal: to increase customer awareness and recognition of the channel and to generate revenue stream opportunities in targeted verticals, market segments and geographic regions. Your Assistant Sales Training

The Dawn of a New Evolution
Your Assistant Sales Training

Server Versus Client

Your Assistant Past and Present
Previously Your Assistant was a client-based application Full application resided on the individual users PC / laptop Two versions of Your Assistant existed Your Assistant (desk phone) and Your Assistant PRO (softphone) Your Assistant is now a server-based solution Provides Enterprise features and functionality Presence and Availability Management (PAM) Secure File Sharing and Instant Messaging (IM) Chat Your Assistant is now a modular-based solution Simply add-on new modules to the solution as desired Your Assistant Softphone — no longer called PRO Bringing a whole new dimension to ‘Your Organization’ with the new & improved Your Assistant 3.0 Solution. Your Assistant (YA) Release 3.0 delivers advanced features and functionality. This server-based solution goes way above and beyond the previous PC based releases. Server based solutions opens up a world of new features and functionality that can work 24/7 - even when you're not. It also paves the way to seamless, speedy upgrades. Server-based features include: full presence and availability, time-synchronized PIM integration, licensing capability, file sharing, secure / audited chat With Your Assistant, enterprise users will improve their communication management with easy-to-use features like drag-and-drop call handling, automatic call history and timers, multiple call-forward profiles and complete integration with their existing contact management tools. To the end user, Your Assistant is their tool to manage communications effectively with features such as: PC-based call handling, visual conference call management, call history, instant messaging (IM), call annotation timing and recording. To answer the needs of teleworkers and road warriors, Your Assistant softphone module has an embedded PC-based IP telephone (softphone) to enable communication management from a remote location through a PC / laptop and headset. Goldmine will not be supported on the initial release of 3.0 but will be supported in a future release of Your Assistant Your Assistant Sales Training

Your Assistant Server The YA Server extends new presence and availability functionality to enterprise users Server-based users only — no client-based support* 3300 ICP Your Assistant Server Deployment of Your Assistant Server requires Windows 2000 Server or Windows 2003 Server, the Microsoft .Net Framework 1.1, and Microsoft Data Access Components (MDAC) 2.7. Also, Your Assistant requires at least one Mitel 3300 ICP. However, the Your Assistant server has no limit on the number of 3300 ICPs. The Your Assistant server will operate on any one of the following Windows operating systems: • Windows 2000 Professional SP3 • Windows 2000 Server SP3 • Windows XP Professional • Windows 2003 Server *Note: Previous versions of Your Assistant must be upgraded to the server-based 3.0 version in order to achieve server-based functionality. Note: Teleworker, 5700, and Ops Man servers are unable to accommodate Your Assistant software. Your Assistant server minimum requirements: *See Notes for Details Your Assistant Sales Training

Your Assistant Server Branch Office Head Office The Your Assistant server has no limit on the number of 3300 ICPs connections Each server can support up to Your Assistant users Remote offices, road warriors and teleworkers can enjoy the same intuitive communication management from a remote PC / laptop by using either Your Assistant with the embedded software-based IP telephone (Softphone) or Your Assistant with a desk phone. The remote user, needs only to be connected to the enterprise via a WAN/LAN or virtual private network (VPN) connection (thus appearing as though they are at their desk, anytime, anywhere). A single 3300 ICP will support no more than 150 Your Assistant clients. The 3300 also has a limit of 500 lines it can monitor with Your Assistant. So, YA users could monitor more than one line. However, the Your Assistant server has no limit on the number of 3300 ICPs it can service. The only limitation is the numbers of users per server. Also, additional Your Assistant servers can be part of a single network. However, currently presence information cannot be passed between Your Assistant servers. Therefore, rather than install another server when the user limit is exceeded, it is required that the single server hardware be upgraded if presence information and secure chat between all users is needed. Your Assistant Sales Training

Minimum Requirement Specifications
Teleworker, 5700, and Ops Man servers are unable to accommodate Your Assistant YA stand alone server required Your Assistant Sales Training

DNIC Phone Support Your Assistant can now be used with Mitel Superset phones (DNIC) on the SX-2000 peripheral cabinet connected to a 3300 ICP Controller Phones are supported are 4015, 4025, 4150 4025 Phone SX Peripheral Node PC with YA You must have one 3300 ICP controller for YA to work with DNIC phones on the SX-2000 peripheral cabinet. 3300 NSU LAN 3300 ICP Coming soon - Support on the SX-200 ICP!! Your Assistant Sales Training

Features

Your Assistant Features
=New! Your Assistant Drag & drop call management Call forwarding profiles Right-click call number options CLID screen pop Call timer and annotation Detailed call history logs Presence and Availability Secure IM Chat & File Sharing Personal Information Manager & Corporate Directory Integration Connectivity & Personalization Your Assistant Softphone All the basic YA features, plus IP-based software telephone Call recording as .wav file YA desktop control panel offers intuitive visual point and-click access to the advanced call management features of the 3300 ICP - like conference calls created by simply dragging and dropping the name of a participant into the call / conference at any time. YA automatically remembers the numbers that the user dials most and makes them easily accessible from a centralized drop-down menu. Within the YA control panel, is the ability to set up multiple call forwarding profiles. This not only saves users valuable time, when they have to be away from their desks, but also provides them with the control of when and how people communicate with them. With YA, users can leverage their existing enterprise applications through integration. YA provides the ability to integrate with popular communications and productivity tools – including Microsoft® Outlook®, Lotus Notes®, ACT!™, and MSN® Messenger providing a single unified client interface. Users can dial from Personal Information Managers (PIMs) and launch contact information or chat sessions from incoming caller-ID screen pops. YA keeps a log of detailed call history so users can see calls they have dialed, missed or received. Users can also keep records of their communications by timing calls, typing and saving notes into a call log or contact management application. *Note: Goldmine® will not be supported on the initial release of 3.0 but will be supported in a future release of Your Assistant. *Note: The dial from PIM feature is only supported on PIMs which supported this feature - such as ACT and Outlook. Presence and Availability - Provides state of users phone such as"Available (on hook) / Busy (off hook)", status advisory messages such as "In a meeting / At my desk / Out of Office", PC presence for secure Instant Message (IM) such as "Online / Away / Busy / Offline" Your Assistant Sales Training

Navigating the Interface
Menu Bar Quick Connector Box Slide Out Dial Pad History Section People Section Communications Section Menu Bar Provides menu access to Your Assistant features and functions. Quick Connector Box (Dialing Window) Displays the number dialed. The arrow beside it provides access to the last 20 numbers dialed. Press ALT+Y for quick access. Window Control Buttons Use to close the application window ( ), minimize the application window ( ), or minimize all the sections ( ). Slide-Out Dial Pad Used to dial a number manually. Click on to display the dial pad. For more information, see “Making Calls” on page 28. Settings Section Provides quick access to call handling feature settings. Press ALT+S for quick access. Comprised of : Feature Name: The name for the call handling feature. Feature Status: Shows whether the feature is active or not, chat availability, active call forwarding profile, and any advisory message. Click the drop-down arrow beside the status to change the status. Settings Section Your Assistant Sales Training

Status Tray Icons The System Tray Status Icon Every time you open Your Assistant, its status icon appears in the system tray (usually located at the bottom right of your screen). The icon displayed changes with the call/feature status. You can do the following by right-clicking the system tray icon: • Bring Your Assistant to the forefront. • View the status of each line. • Access your voice mailbox. • Enable/disable Do Not Disturb or Auto Answer. • Change your call forward profile. • Close Your Assistant. Your Assistant Sales Training

CLID Screen Pop Answering a call opens a communications window. This window provides you with visual status and controls for handling the call. How to: Click on the callers name to get additional caller info, or click Answer. Base value propositions: · Ease of Use · Enhanced Productivity This feature represents an alert or notification to the end user that call is incoming. Associated with each event will be a set of possible user options. For example, an incoming call will notify the end user of the caller line id and options for the user as to how they would like to process the call. When idle, a phone state indicator will reside in the tool tray. The tool tray icon will also be used as a launching point for quick setting and YA configuration. Screen pop feature list: · Display availability on MSN if caller is in MSN buddy list · Start MSN chat session The end user will be able to turn screen pop on and off. If a PIM contact record for the caller exists within the associated PIM, the contact’s name will be underlined in the Caller ID screen pop window (see example above). To open the contact record within the associated PIM, click the underlined name. When a call comes in, a pop-up window lets you know who is calling. Your Assistant Sales Training

CLID Screen Pop and PIM Integration
Market leading PIMs can be launched on incoming caller ID screen pops giving the user contact information and notes prior to accepting the call. Enabling enterprises to derive more value from their technology investments. Base value propositions: · Enhanced Productivity YA will integrate with the tools a user is most familiar with in their day to day business operations. Critical to end user communications are Personal Information Manager (PIM) programs. Support for Outlook, Act!, Lotus Notes and Goldmine is mandatory. Users who do not have a PIM or choose to use one will still be able to list contacts in the Mitel buddy list, and log calls in a Mitel call log. If the user selects a default PIM then YA will always default to the PIM's method of data storage and retrieval. For example in the case of call logging, if a PIM is selected all logs will be stored in the PIM's format - in outlook the call log is a Journal entry for example. Note: Warn users about the impacts of using the Microsoft Journal - of course users are welcome to use it but in the absence of this preference they may want to consider that many users find that it is a cumbersome tool etc. - they may prefer the simplicity of the Mitel Call Log. Your Assistant Sales Training

Personal Information Manager (PIM)
YA can retrieve caller information directly from the PIM so that callers are identified before being answered and also so that the call can be correctly logged Personal Information Manager integrates with Outlook 97 or greater Lotus Notes R5 and R6 ACT! 2000 LDAP (Microsoft Active Directory) Corporate Directory List The term PIM (Personal Information Manager) means a supported PIM application (for example, Outlook or Lotus Notes). See your system administrator for more information on the PIMs supported. Indexing allows Your Assistant to maintain a set of links to your PIM so that contacts outside your People directories can be resolved and accessed by Your Assistant when a connection is made. Re-index when you have new contacts, and set Your Assistant to index automatically if your contacts change frequently. Auto indexing can take place during off-peak hours. Synchronizing with Active Directory You can set the information in Your Assistant to be updated from Active Directory automatically when changes in Active Directory occur. The synchronization updates users already in the Your Assistant Users list with any new information and removes users no longer present in the Active Directory. By enabling Active Directory Synchronization, property changes are done entirely in the Active Directory configuration program and are synchronized automatically. This operation is eventbased; therefore it occurs only when changes are made. To synchronize with Active Directory Enter the LDAP path in the Active Directory Path field, the domain name in the Domain field and put a check in the Enable Active Directory Synchronization checkbox. Note: Goldmine® will not be supported on the initial release of 3.0 but will be supported in a future release of Your Assistant. Note: The dial from PIM feature is only supported on PIMs which supported this feature - such as ACT and Outlook. Your Assistant Sales Training

PIM Integration Indexing
Indexing allows Your Assistant to internally maintain a set of links to your PIM contact records. This helps Your Assistant identify callers and display their name in the incoming popup (see Receiving Calls on page 25) and Communication window (see page 20). The name is displayed as a link that when clicked will open the PIM contact record associated with that caller or call participant. If the contact record has been imported into Your Assistant (see page 44), clicking the link will display the Personal Contact Information window (see To edit a Personal Contacts entry on page 43) for that contact. Re-index when you have new contacts that are not going to be imported, and set Your Assistant to index automatically if your contacts change frequently. Auto indexing can take place during offpeak hours. Note: Automatic indexing is not the same as synchronizing Your Assistant Personal Contacts with your PIM. If you have imported contacts from your PIM into the Your Assistant Personal Contacts list, and later a PIM contact property changes, you must reimport the contact for its updated properties to appear in Your Assistant. Note: The Act! PIM indexing is limited to 2000 contacts. Your Assistant Sales Training

Quick Connect The quick connect field operates much like the address field in Internet Explorer. You can simply type in the destination you want, or you can drop down the list of up to 20 recently dialed numbers. The Quick Connector Box There are three ways to make a call: • Dial the number using the dial pad. • Dial the number using the keyboard. • Select a contact. In each case, Your Assistant displays the number in the Quick Connector box. If desired, you can then edit the number before clicking Call. Editing a number If you select a contact and then edit the number, Your Assistant will remember your changes, and display the edited number in the Quick Connector box next time you select that contact or any other contact with the same number (the contact itself will show the original number). If you reimport your contacts from your PIM, Your Assistant will still remember the edited number. You can also edit a PIM contact’s number directly. For example: • While on a business trip in Driftwood, Ontario, Tomoko selects one of her clients in Ottawa to make a follow-up call. The contact’s number appears in the Quick Connector box. • Since she is out of town, she adds the area code to the number in the Quick Connector box before clicking Call. • The next time she selects this contact, the edited number appears in the Quick Connector box, even though the contact still shows the original number. Your Assistant Sales Training

Favorites (Speed Dials)
Customizing Your Assistant Building Your Favorites Menu To add a Personal or Corporate Contact to your Favorites menu • In the Corporate or Personal Contact Information dialog box, check the box in the column labeled . (Clear the box to remove it from the menu.). You can have up to 50 in your Favorites drop-down menu. Your Assistant Sales Training

People List The People List is a two-part offering: 1. Personal Contacts 2. Corporate Directory Base value propositions: · Ease of Use · Enhanced Productivity The People list is provided to allow for users who have no PIM, and as a means of allowing the user to maintain a short, manageable list of frequently used contacts. People Section Provides access to your Personal Contacts, to your Corporate Contacts, and to the Search tool. MSN Instant Messenger icon: Shows if the contact's MSN login matches the Contact Information for this contact Computer/Chat icon: Shows contact's computer availability. Icon depends on whether Chat is enabled and on status set by user Telephone icon: Shows for Corporate contacts, and for Personal Contacts copied from Corporate Contacts. Connectivity & Personalization Personal Contact List - ‘Always on top’ capability and Integration with MSN Instant Messenger Work offline mode Account code support International dialing support Your Assistant Sales Training

Presence and Availability
The People window provides State of users phone Available (on hook) / busy (off hook) Status advisory messages In a meeting / At my desk / Out of Office PC presence for secure Instant Message (IM) Online / Away / Busy / Offline / File Sharing Also have integration with MSN availability (non-secure) Secure IM Chat & File Sharing Multi-party chat among Your Assistant users Up to 15 participants per session Session history logs — keeps a history of all chat sessions File ‘push’ capability — send files to other YA users Share important documents while chatting The Settings section displays the current advisory message, if one has been selected. Other Your Assistant users see this message as part of your contact presence information. Use the dropdown list to select a message that you have created. Starting an MSN Instant Messenger Chat Session When one of your contacts in your People section contains MSN Instant Messenger account information, and MSN Instant Messenger is running, the MSN icon appears beside that contact’s name (if the contact is not logged on MSN, the icon is greyed out). Your Assistant Sales Training

Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users, if you and those other users have Chat enabled Participants Area: Shows the name and/or number of the other participants (up to 15). Use Drag and drop to add participants. Transcript Area: Displays the participants' remarks and actions. Text Entry Area: Type your message here and click Send. Chat status icons show availability for Your Assistant chats. The chat status of other Your Assistant users with Chat enabled shows in the People and Communications sections and in the Communication and pop windows. Showing Availability Your Computer/Chat presence is shown to other Your Assistant users in your Corporate Contacts. The status items depend on whether Chat is enabled on your system. If it is not, the computer icons show instead. Your Assistant Sales Training

Visual Conference Call Management
Call Transfer and Conference Calls There are two ways to transfer a call or make a conference call: • Use the drag-and-drop method • Use the Transfer or Conference button Note: You can have up to eight (8) people on a conference call, including yourself. You cannot set up a conference call between two active calls (calls with separate communication windows). Your Assistant Sales Training

Visual Conference Call Management
To transfer a call or make a conference call using drag-and-drop 1. While on a call, click and hold a contact from the People or History section, and drag it anywhere on the Communication window. You can also use drag-and-drop with contacts in your PIM. Note: If an entry in a list contains an account code (displayed as "Unknown") you cannot make a call to that number from the History section. 2. The current call is put on hold, and the number of the contact you dragged is dialed. 3. To transfer the call without talking to the new party (unattended or blind transfer), click Release Me while the line is ringing. 4. Once the new party has answered: • To transfer the call, click Transfer (attended transfer). • To conference in the new party, click Conference. • To swap between the new party and the call on hold, click Trade. • To return to the held party without transferring or conferencing the call, click Back to Held. Your Assistant Sales Training

Call Forward Profiles Rapid, easy set up of multiple call forward profiles lets the user transition from different modes of communication – saving them time throughout the day. Call forward profiles let you predefine different call forwarding rules, allowing you to change your call forward settings with a click of the mouse. Note: To prevent conflicts when using Your Assistant with a Mitel Networks IP Phone, use Your Assistant rather than the Desktop Tool to set your call forward profile. To create/edit call forward profiles, display the Call Forward Profiles configuration page: • In the Settings section, double-click Call Forwarding Profile. OR • In the Settings section, click the name of the current call forward profile, and select Edit in the drop-down menu. • From the Tools menu, select Configurations, and then Call Forward Profiles. Your Assistant Sales Training

Call Forward Profiles To create a new call forward profile: (a) Enter a label for the new profile in the Profile Name field (top right of window). (b) Click Add. Select the call forward profile you want to edit. Select the call forward rule you want to use for this profile: • No Forwarding (your calls are not forwarded). • Always forward to: (always forward your call to the selected destination). • Forward based on: (select the destination based your line status and whether the call is from an internal or external source) Select the call forward destination for the selected rule. Click OK or Apply. From the drop down menus, you can select the profiles you have created. You can create a maximum of 20 forwarding profiles. Your Assistant Sales Training

Do Not Disturb This feature enables the user to eliminate unwanted interruptions and focus on the task at hand. Your Assistant Sales Training

Call Timer and Annotation
Calls can be timed or annotated for future reference. All information is stored in a detailed call log. The user can keep track of communications by timing and annotating calls for reporting or billing purposes. Notes can be saved and later retrieved from a convenient call log or a familiar contact management application. Your Assistant Sales Training

Call Recording Calls can also be recorded – the caller hears a tone to signal that you are recording. This feature is available with the Softphone module only. A convenient tab extension to Your Assistant PRO, gives the user the ability to record calls and save them to their PC. Users will have an accurate account of calls to later reference or share important comments, questions, requests or instructions captured by this feature. Storage: · the call annotation and recording will be stored in the call log on the local hard drive ·each call has a "subject" associated with it which the end user may choose to fill in with meaningful text · .wav file of approx one meg/minute General Playback of audio file to a call in progress: · a selected call recording can be played back to the desktop PC speakers · a selected call recording can be played back to the desktop phone or Soft Phone · only one file at a time can be played Feature limitation: During a soft phone conversation, while a WAV file is being played back, it will not be possible for the two parties to continue to converse. Your Assistant Sales Training

Call Logs The Call Log is accessed from the Tools menu within the Your Assistant main window. This is the only place where the user can view a detailed call log as well as search for call specifics, add notes to call and add callers to the contact list. The Call Log window appears as a separate window that does not replace the Your Assistant main window. Your Assistant Sales Training

Call History A feature made popular by mobile phones, Your Assistant enables the user to see dialed, received and missed calls. You can sort them by dialed, received and missed by clicking on the icons on the right. History status icons indicate available lists and lets user quickly navigate and switch between them or launch the detailed log information. A flashing missed calls icon indicates that the user has missed calls. This is the only flashing icon in the History section. Double-click on the call and it will dial back. Up to 20 of each type of call will be stored (20 missed calls, 20 dialed and 20 received). Future - will have context-menus allowing you to right click and clear the History list. Your Assistant Sales Training

Configurable Interface
Your Assistant can be configured to suit preference for appearance or accommodate different hardware display settings. Currently offered “skins” include: Steel Blue, Papaya. Your Assistant Sales Training

Customize Your Assistant
Users can tear-off shutters (click and drag) to position them independently on the screen Parent window automatically resizes itself to fit the remaining items Your Assistant Sales Training

Your Assistant Modules
Softphone Video Conferencing Your Assistant 3.x Data Collaboration Audio Conferencing Softphone - Available Imbedded IP-based software telephone. No need for external desk phone. The softphone module provides secure, full feature telephone capabilities. Data collaboration - Coming Soon Features include: Desktop and application sharing, white boarding , real time collaboration between multiple parties, 5-party video (with USB cameras). Video conferencing - Future Integration with Mitel Voice First Application, providing one touch desktop video conferencing capabilities. Audio conferencing - Future Ad hoc, fixed audio conferencing with up to 120 parties. Features include: whisper, conference recording and individual volume controls. Your Assistant Sales Training

Softphone Module Full featured IP-based softphone Data Collaboration Module (Coming Soon) Desktop sharing Video Conferencing Module (Future) Video conferencing controls accessible from YA Audio Conferencing Module (Future) Conferencing controls accessible from YA desktop Your Assistant - Base software Presence and Availability Secure Instant Messaging Knowledge Management Modular format to meet the specific needs of the customer Your Assistant Sales Training

Softphone Module Enterprises can benefit from call recording capabilities and a software-based IP telephone - enabling cost savings and increasing worker mobility while enhancing productivity of staff who travel or roam. Softphone uses a USB and sound card headsets. Your Assistant with the Softphone module also offers an embedded IP-based telephone. When remotely connected to the 3300 ICP via a secure network connection, mobile users can make and receive calls as though they were inside the corporate network. The Softphone module also lets users record calls on their computer. Road warriors and teleworkers can enjoy the same intuitive communication management from a remote PC or laptop by using an embedded software-based IP telephone (Softphone), available with the Softphone Module. The remote user, connected to the enterprise via a virtual private network (VPN), appears as though they are at their desk, anytime, anywhere. Your Assistant with the Softphone module provides all the features of Your Assistant, plus: • embedded IP-based software telephone (softphone) • call recording (calls are recorded as .wav files on your computer) Your Assistant Softphone module can be used in two ways: • Desk phone mode: In this mode, the Softphone module is used as an interface to your desk phone. • Softphone mode: In this mode, the Softphone module is used as a stand-alone phone. All calls to the desk phone are automatically forwarded to the softphone (when you close Your Assistant, this call forwarding is automatically cancelled). Users select which mode you want when you start up Your Assistant. You can also change modes when Your Assistant is running (you will have to exit and restart). When you use both a desk phone and the softphone, each device has its own extension number, but usually, only the desk phone has a voice mailbox (talk to your system administrator for more information). Your Assistant Sales Training

Active Device Call Forwarding
The inactive phone device is forwarded to the active phone device. Additionally, the current forwarding profile of choice is transferred to the active device choice – for example the “I am at my desk” forwarding settings. The IP phone and the softphone device each has a unique extension number. With only one active device with forwarding, the end user can give out either or both extension numbers and will receive all calls. Note that each directory number may have its own voic box. Your Assistant Sales Training

Teleworker Integration
Your Assistant You can now control your Teleworker phone when working remotely using a VPN Your Assistant Softphone Module only Using the embedded IP-based softphone, when remotely connected to the 3300 ICP via a VPN, mobile users can make and receive calls as though they were inside the corporate network Note: When used in a remote location, YA is not suitable for providing reliable access to call for emergency services (i.e. 911, 999 or 112) The term softphone refers to the software-based IP phone that is included with Your Assistant Pro. You can use Your Assistant in the following remote configurations: • Teleworker: You are connecting from home or a remote office, and are connected to the corporate LAN directly through the Internet. • Remote Office: You are connecting from a remote office which is connected to the corporate LAN via a tunnel over the Internet. • Mobile Worker (“Road Warrior”): This is when you are mobile, and have no dedicated connection to the corporate LAN. Click here for Your Assistant Sales Training

Selling Tools

Target Market Exercise
Question: What type of businesses would benefit from the Your Assistant? Answer: Any business that... Has highly mobile Sales / Marketing Senior-level Managers & Executives Provides a service ('one-on-one') e.g. lawyers, securities brokers Has team-based knowledge workers 1. Highly Mobile Sales/ Marketing Senior-level Managers & Executives - High reliance on both phone and desktop/PC; average user has 3+ communication devices. - Spend upwards of 80% of their time out of the office. - Accessibility is critical for these highly mobile workers; personal call flow and policy management are key tools for increasing the probability of successful communications. - Embedded softphone enables the mobile employee to leverage phone capabilities on his/her personal computer via an Internet connection and headset. 2. Service ('one-on-one') e.g. lawyers, securities brokers - Time = money - High reliance on both voice and data - Typically work independently to service a customer/ client. - Knowledge management/ Case management tools improve operational efficiencies. - Call recording capabilities desirable for billing, archiving and liability purposes. - PIM-integrated caller line ID and policy management ensure that high priority clients & colleagues get though. 3. Team-based Knowledge Workers - Largely desktop/PC-centric. - Frequently participate in meetings, conference calls, and web conferencing. - Collaboration with team-members within the building, across the campus, city, province/ state or country is imperative to project delivery in the extended-enterprise faced with heightened time-to-market, travel and cost considerations. Your Assistant Sales Training

Lead Generating Questions
Do your employees use MSN Messenger? What Personal Information Management (PIM) software are you using? Do you have a telephone-based customer service component to your business? Do you have mobile employees (sales, marketing, executives, analysts, etc)? Do your employees frequently participate in meetings, conference calls, and web conferencing? (1) Do your employees use Microsoft MSN Messenger Integrated link in interface. (2) What Personal Information Management (PIM) software are you using? YA 2.0 and YA 2.0 PRO support the following PIMs Act! - Version 5.0 Goldmine - Version 5 and above Microsoft Outlook - 97, 98 and above Lotus Notes - R5 and above (3) Do you have a telephone-based customer service component to your business? Pitch caller line ID screen pops with PIM integration, timing calls for billing purposes, annotation for archiving purposes, call recording for liability purposes. (4) Do you have mobile employees (sales, marketing, executives, analysts, etc)? Pitch the embedded softphone of Your Assistant PRO. (5) Do your employees frequently participate in meetings, conference calls, and web conferencing? Pitch simplified call handling, drag & drop conferencing, instant messaging. Your Assistant Sales Training

Tools to Help YOU Available on Mitel Online (MOL) Flash Demo Sales Primer Data Sheet Your Assistant Sales Training

Product Certification Procedures
Mitel Your Assistant Certification self-paced program Pre-requisite 3300 ICP Training Certification based on results of a written test Course available for download June 1, 2004 at: Students receive certification # upon completion Provide certification number to Mitel CSR Certification For Your Assistant 3.0 The increased sophistication of the product requires that installers now become certified to ensure the ease of installation and troubleshooting. Before purchasing and installing Your Assistant 3.0, technicians need to have successfully passed the Mitel Your Assistant Certification self-paced program (and must have the pre-requisite pass of the 3300 ICP training). The certification program is downloaded for self-paced study and has been designed so that students do not need to have a version of the software program running. Certification is based on the results of a written test. To download the course, please go to: MOL Training site.Select "registration/courseware" and then locate the Your Assistant Training Module. Note: Certification is required prior to ordering Your Assistant 3.0. Your Assistant Sales Training

Product Ordering Procedures
Your Assistant licenses will be sold in bundles 10, 25, 50 and 100 packs only — no single licenses Details of all the price changes can be found on MOL – Your Assistant portal "Guide To Your Assistant 3.0 Pricing" details price breakdown of server software and licenses for Your Assistant and Your Assistant Softphone module Also contains details of special offer for existing Your Assistant 2.x customers Pricing With the advent of the server, Your Assistant licenses will be sold in bundles of 10, 25, 50 and 100 packs only (no single licenses). The server software is a 'one-time only' capital cost, and from that point forward, purchases are only for additional licenses. Included in the one-time capital cost of the server software is ten (10) Your Assistant licenses. Details of all the price changes can be found on MOL – Your Assistant portal. Look for the presentation entitled: "Guide To Your Assistant 3.0 Pricing". There you will find the detailed price breakdown of server software and license purchases for Your Assistant and Your Assistant Softphone. You will also find details around the special offer for existing Your Assistant 2.x customers. Your Assistant Sales Training

Product Ordering Procedures
CSR checks certification then authorizes licenses on AMC Customer Service (fax: ) CSR provides you with Service Account Number (SAN) Place SAN into your YA server YA Server talks to AMC and gets licensing details AMC sends licensing details to your YA server Download software from Your Assistant MOL portal: Ordering With the success of the Mitel Teleworker, and AMC model, ordering Your Assistant products is now easily managed by simply providing the Customer Service Representatives with basic information and voila! The licensing is delivered care of the Mitel Application Management Center (AMC) and the software is downloaded from the Your Assistant Mitel OnLine site. How To Order Your Assistant 3.0 Contact Mitel Customer Service via fax at to place your order. The CSR will then authorize your ability to download your software from the AMC. Go to the Your Assistant portal on Mitel Online (MOL) to download the software. Enter the Service Account Number, provided to you by the CSR, into your Your Assistant server. The Your Assistant server then asks the AMC server if the key is correct and how many licenses need to be enabled. When the licensing information is confirmed by the AMC, the Your Assistant server will then become active. So, in short: 1. Contact Customer Service 2. CSR checks to ensure you are certified 3. CSR then authorizes licenses on the AMC 4. CSR gives you the Service Account Number 5. Put the Service Account Number into your Your Assistant server 6. Your Assistant server talks to the AMC and gets the licensing details 7. The AMC sends licensing details to your Your Assistant server and you are 'good to go'. 8. Download the software from the Your Assistant MOL portal Your Assistant Sales Training

90-Day Trial Program Server software & 10 Your Assistant softphone clients licenses Available at Your Assistant product portal: Fill out required fields Download software — 90-day period starts from download day No support offered on 90-day demo Free 90-Day Offer A portal has been created on Mitel Online to enable customers to sample the power of Your Assistant 3.0 for a 90-day period. At the completion of the 90 days, the product will automatically expire. This is an opportunity for you to encourage your customers to sample the product with the intent of following-up post 90 days to close the sale. The 90-day clock starts ticking the day the demo license is downloaded. To ensure that your customer gets the best experience with Your Assistant 90-Day demo, it is highly recommended that the technician be certified prior to downloading the software Note: Please refer to the 90-Day Free Offer Bulletin (bulletin # PB ) for more details. Dealer Demo Kit Availability Your Assistant demos previously enabled off the Mitel 3300 Integrated Communications Platform will now be available only through this orderable part number ( ). The Dealer demo kit contains: Server Software 10 Your Assistant Softphone Clients Free upgrade to include 3.1 (when released in Fall, 2004) Note: Please refer to the Demo Kit Bulletin (bulletin #:PA ) for further details. Your Assistant Sales Training

Competition

Competitors' Softphones
3COM NBX pcXset Client Software Cisco IP Softphone 1.3 Competitive Information valid as of Sept 7, 2004 Cisco - based on AVVID Call Manager functionality “Quick Dial” functionality not solid, inefficient PIM integration Mostly same features, but no Presence and Availability and no IM (works with NetMeeting) GUI is not very innovative - looks like a real phone on your desktop Have desktop application sharing (we are doing this in the next release) 3Com Put the functionality (and graphic) of their phones onto the desktop with no additional functionality Avaya - Communications Manager The latest Avaya release integrates desktop video calls using Polycom ViaVideo II from IP Softphone, dialing from Lotus Notes contact list (PIM integration), use of Bluetooth-enabled wireless headsets, and the ability to use IP Softphone in IM-only mode (SIP-based IM). Two modes for remote workers - Road Warrior is voice over the internet and doesn't ensure toll-quality and Telecommuter which requires a second line for voice, either through the PSTN or Digital Presence and Availability is available, but not in IM-only mode Avaya IP Softphone R3 Your Assistant Sales Training

Competitors' Communication Management Applications
Siemens optiClient 130 easyCom Alcatel 4980 PC Telephony Application In the case of Siemens optiClient, the interface is gimmicky, using actual photos of peoples' faces, making it more like a toy that a serious business tool. They also offer 3 versions of the tool, making it very confusing for customers. Alcatel and Nortel are moving in the direction of a more user-friendly interface. However their integration with call and contact management functionality is not very intuitive. Nortel - Multimedia Communications Server Complicated User Interface - has one touch dialing, but no easy to use conferencing Limited collaboration - links to external directories such as Outlook and ACT No presence and availability capability Siemens - OpenScape - 3 choices optiClient 130 phone- this GUI converts a digital phone with all its functions onto your PC screen. Controls are shown on the screen and clicked with the mouse to execute the required functions. optiClient 130 easyCom Combines speech, data, and Internet. User located at the center of “communication circle” and communicates with it by moving the intended party from the address book into the communication circle, by drag-and-drop with the mouse. optiClient 130 office Interface that looks and feels like other MS-Windows applications. Alcatel Integrates with NetMeeting for data share No Presence and Availability Integrates with Alcatel Unified Messaging Nortel i2050 Software Phone Your Assistant Sales Training

Futures

Future of Your Assistant 2.x
Availability Effective June 15, 2004 Your Assistant 2.1 will not be available for sale in NA & LAM Only Your Assistant 3.0 Support Support for installed base of Your Assistant 2.1 and Your Assistant Pro will continue for one calendar year Support until June 1, 2005 Your Assistant Sales Training

it’s about YOU! Truly a communications management tool for the end user Drag & drop call management CLID screen pop & PIM integration Presence and availability management Visual conference call management Secure Instant Messaging and File Sharing All future applications will be easily accessed through one intuitive interface Your Assistant Sales Training

Softphone Video Conferencing Available today! Your Assistant 3.x Future! Data Collaboration Audio Conferencing Softphone - Available Imbedded IP-based software telephone. No need for external desk phone. The softphone module provides secure, full feature telephone capabilities. Data collaboration - Coming Soon Features include: Desktop and application sharing, white boarding , real time collaboration between multiple parties, 5-party video (with USB cameras). Video conferencing - Future Integration with Mitel Voice First Application, providing one touch desktop video conferencing capabilities. Audio conferencing - Future Ad hoc, fixed audio conferencing with up to 120 parties. Features include: whisper, conference recording and individual volume controls. Coming Soon! Future! Your Assistant Sales Training

Coming Soon - Data Collaboration Module
Features: 5-party video (usb cameras) Desktop sharing Application sharing White boarding Remote desktop control Chat Perfect for: * Enterprise video requirements * Multi-location collaboration requirements * External party requirements via secure web address * Distance learning & training * Home office users Your Assistant Sales Training

Future Integration! Your Assistant Sales Training

Thank You!

Mitel Your Assistant Sales Training

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