1. Application Overview

2. Network Zone

3. User Zone – Client Layers

4. PSTN/TDM Options PSTN utilized for customer and agent connection Offer shared or private dedicated access Remote agents supported via POTS lines Remote offices supported via Direct Inward Dialing (DID) or Virtual Private Networks (VPN) Supports UFP/ITFS & International Agents

5. Current Capacity Concurrent Session – –Infrastructure supports 1000-2000 –Licensed for 500 –Expandable with additional licenses and hardware Concurrent Voice Interactions - –VoIP Gateways Sprint DS3 – 576 LD DS0 MCI DS3 – 576 LD DS0 MCI Local – 138 Local DS0 –Call Center Servers – 1300 interactions –No licensed restrictions –Expandable with additional gateways, DS3 circuits and Call Center Servers Tenant Specific - –50,000 Interactions (not tested) –20,000 Sessions (not tested)

6. Hosting Environment Data Center –State-of-the-Art, Disaster- Tolerant Texas facility –Manmade & Natural Disaster Resilient –Redundant Power, UPS &Generator –Multiple Layered Secure –BGP IP Access with 4 Backbone Providers Voice Network –Diverse Multi-Carrier 8XX/LD/Local Access –TDM & VoIP egress and regress –100% Soft Switch Architecture –Emergency Rerouting & Deflection Data Network –Diverse BGP Connections –Redundant Fully Meshed Routers/Switches –Multi Level Firewall Zoning –VLAN Voice & Data Isolation –CSS Load balancing Server Architecture –Utilize IBM Blade Servers –Clustering Used for high-availability –Utilize EMC Storage