2. Internet Distribution device Routing Agent device Internal events CSTA mapper Adapt an existing client or craft a specific client Detect client internal events that are specific to the media External or integrated CSTA handler CSTA mapper Route to one of many clients A specific client is addressed CSTA Service Boundary CSTA SF sub-domain Human or automated agent Customer e.g. a routing Server for email or chat e.g. Open email, start chat, answer phone Multi-Media CSTA Reference topology Media examples eMail Internet chat Web collaboration etc.

3. Internet Distribution device Routing Agent device CSTA mapper CSTA Service Boundary CSTA SF sub-domain Multi-Media CSTA-eMail Delivered at distribution device Offered at agent device Delivered at agent device Email addressed to a general company address Specific agent to handle the message identified and the message routed to the agent Message arrives at the agents client which has the opportunity to take automatic action Agent alerted to a new message Established at agent device Diverted from distribution device Queued at distribution device Waiting for a suitable free agent TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired User Information may be used to provide the text of the eMail in events Agent opens the new message

4. Internet Distribution device Routing Agent device CSTA mapper CSTA Service Boundary CSTA SF sub-domain Multi-Media CSTA-eMail Delivered at distribution device Offered at agent device Delivered at agent device Established at agent device Diverted from distribution device Queued at distribution device TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired TO: me@someplace.com From: info@company.com TO: me@someplace.com From: info@company.com Service Initiated at agent device TO: me@someplace.com From: info@company.com All our products have been approved by the ANSI association TO: me@someplace.com From: info@company.com All our products have been approved by the ANSI association Agent starts a reply message and answers the question Originated at agent device TO: me@someplace.com From: info@company.com All our products have been approved by the ANSI association TO: me@someplace.com From: info@company.com All our products have been approved by the ANSI association

5. Internet Distribution device Routing Agent device CSTA mapper CSTA Service Boundary CSTA SF sub-domain Multi-Media CSTA-eMail Delivered at distribution device Offered at agent device Delivered at agent device Established at agent device Diverted from distribution device Queued at distribution device TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired TO: info@company.com From: me@someplace.com Please provide information on the use of your products for the hearing impaired Service Initiated at agent device Originated at agent device Connection Cleared at agent device The reply message is filed so it is no longer active

6. Internet Distribution device Routing Agent device CSTA mapper CSTA Service Boundary CSTA SF sub-domain Multi-Media CSTA-eMail Delivered at distribution device Offered at agent device Delivered at agent device Established at agent device Diverted from distribution device Queued at distribution device Service Initiated at agent device Originated at agent device Connection Cleared at agent device Agent closes the customer’s message so it is no longer active