1. Call Flow & Telephony Options
LiveOps® Platform™
Call Flow & Telephony Options

2. LiveOps Global Data Centers

3. Example Global Customer: Sales & Support Centers
Seoul, Korea
Utrecht, NL
Raleigh-Durham, NC
San Jose, CA
Chennai, India
= Sales/Support Center
Other Sites: NY, RTP, Outsourced Locations/Companies, etc.
Plus: New/Additional Sites (growth)

4. LiveOps Data Centers and PSTN POPs
London, UK
Las Vegas, NV
New York, NY
Amsterdam, NL
Seoul, Korea
Utrecht, NL
Raleigh-Durham, NC
San Jose, CA
Singapore
Chennai, India
Sydney, AUS
= LiveOps Data Centers and PSTN POPs

5. LiveOps Call Paths and Message Flows

6. Inbound Calling via LiveOps Cloud Contact Center
Customer’s CRM/Database/ Salesforce.com
LiveOps Data Center
LiveOps Data Centers
LiveOps Data Centers
Active/Active Redundant Data Centers
Load-Balanced POPs
Redundant Tier 1 Carriers
Carrier-grade Circuits, Equipment and Facilities
LiveOps Redundant Carrier Circuits
PSTN Carrier
TFN
Agent Dialing
by DID/DDI
+44 / +82 / +91
VoIP/WebRTC Call
Agent Dialing
by Extension
x1234
Caller
(local SIP/T1/E1 lines)
PSTN Circuits
LiveOps Benefits
One IVR and Business Logic treatment for all calls/channels across all regions
Agents only need DID/DDI/Ext. + Internet
PBX/WAN Infrastructure agnostic
Follow-the-sun routing across PBXs/WANs
Call delivery via Domestic PSTN, INTL PSTN, VoIP (MPLS/VPLS) or SIP
Open APIs for integration
Customer’s PBX
IVR/ACD/VDN
Agents
Customer’s CRM/
Salesforce.com

7. Outbound Calling via LiveOps Cloud Contact Center
LiveOps Outbound:
Lead-Generated/Campaigns
Preview
Progressive
Predictive
Automated (IVR)
Click-to-Call in SFDC
“Local Number” CLID
Cold Calling
LiveOps Data Center
LiveOps Data Centers
LiveOps places an egress call to Agent’s DID 3
LiveOps places a second egress call to the destination 4
Agents logs into the LiveOps portal 1
IVR/ACD
PSTN Carrier
System (or agent) initiates an outbound call via LiveOps Web Interface or SFDC 2
LiveOps Carrier Circuits
Destination
VoIP Call
Client’s SIP/T1/E1 Circuit
PSTN
Call
Customer’s PBX
LiveOps Benefits
Integrated reporting across all regions, all agents, all channels
CRM integration for Automated Outbound Dial Campaigns
Agents
Customer’s CRM/
Salesforce.com

8. Email/SMS/Web Chat/Social Routing via LiveOps
LiveOps Data Centers
FB/Twitter
Customer #1
SMS/Text/IVR Callback
Web Chat/Web Form
Customer #2
Customer’s CRM/ Salesforce.com
LiveOps Multi-Channel Benefits
Single Agent UI across all Channels: Web Forms, Web Chat, , Voice, SMS Text Messages, Facebook, Twitter
Back-end Integration with Salesforce and CRMs
Front-end Integration with Salesforce and CRMs
Supervisors: Monitoring & Reporting across Channels
Agents: More efficient, fewer screens, faster service, quicker call resolution
Agents

9. Global Call Delivery (Logical View)

10. Calls Routed Across PSTN Backbone
PSTN Call Routing
Callers
Singapore
Las Vegas
New York
London
LiveOps’ PSTN POPs
PSTN Carriers
APAC
West Coast
East Coast
EMEA
Customer Locations
Calls Routed Across PSTN Backbone

11. Calls Routed Across Customer’s Corporate VoIP Backbone
VoIP Call Routing
Callers
Singapore
Las Vegas
New York
London
LiveOps’ PSTN POPs
PSTN Carriers
APAC
West Coast
East Coast
EMEA
Customer Locations
Calls Routed Across Customer’s Corporate VoIP Backbone

12. Direct Voice Peering Call Delivery – LiveOps Benefits
LiveOps Contact Center is an OVERLAY to your PBX system
LiveOps is a GLOBAL solution
LiveOps provides a CONSISTENT exceptional customer experience world-wide
LiveOps is a MULTI-CHANNEL Contact Center
LiveOps delivers a UNIFIED Agent Experience
LiveOps brings WORLD CLASS tools to Corp Support, Sales and IT teams
LiveOps provides FLEXIBLE supports multiple groups, across multiple locations throughout multiple regions and multiple languages
LiveOps supports INTERNAL and EXTERNAL agents (on-net & off-net)
LiveOps provide robust real-time MONITORING and historical REPORTING
LiveOps creates easy, no-touch LICENSING
Callers
Singapore
Las Vegas
New York
London
LiveOps’ PSTN POPs
SIP Trunking across Customer’s MPLS
APAC
West Coast
East Coast
EMEA
Customer Locations
Calls Routed Across Customer’s Corporate VoIP Backbone

13. Global Call Delivery (Geographical View)

14. Customer – Global Call Centers
A typical global customer has agents site in the US as well as around the world. Maybe even some work from home agents and/or some outsourced 3rd party companies providing agent locations. LiveOps can connect all of them into one Call Center!
Agent Sites
Home Workers
Austin, TX
Netherlands
Philippines

15. LiveOps – Global Data Centers
Las Vegas
New York
London
Amsterdam
Singapore
Sydney
LiveOps Data Centers
LiveOps brings a pair of data centers and SPTN Points of Presence to the US, EMEA and the Pacific Rim.
Agent Sites
Home Workers
Austin, TX
Netherlands
Philippines

16. LiveOps – Global Number Assignment
Las Vegas
New York
London
Amsterdam
Singapore
Sydney
LiveOps Data Centers # # # # # # #
LiveOps can help obtain numbers for you around the globe # #
Agent Sites
Home Workers
Austin, TX
Netherlands
Philippines

17. LiveOps – Global Customer Base
Las Vegas
New York
London
Amsterdam
Singapore
Sydney
LiveOps Data Centers # # # # # # # # #
You likely have customers that dial in from around the globe
Agent Sites
Home Workers
Austin, TX
Netherlands
Philippines

18. LiveOps – Global Call Routing
Las Vegas
New York
London
Amsterdam
Singapore
Sydney
LiveOps Data Centers # # # # # # # # #
LiveOps can route incoming calls from any region to any agent and provide for intelligent geographic-based as well as skills based routing creating a blended “follow the sun” routing solution. You can route incoming calls from N/ America to your agents in N. America. Or use other locations as a backup in case of outage, failover, or after hours routing.
Agent Sites
Home Workers
Austin, TX
Netherlands
Philippines

19. LiveOps – Global Call Routing
We can do the same for any call in any region.
LiveOps Benefits
Global, Intelligent Routing w/Salesforce integration
Massively Scalable, Extraordinarily Flexible
Support for current and future Telephony/PBX
Central, Unified Call Treatment across all Agents Sites
Global Reporting across ALL channels ( , Chat, Voice)
Business Continuity and Virtual Redundancy

20. Ingress & Egress Pricing

21. Ingress Call Paths and Costs (Calls into the LiveOps Cloud)
Customer DID/DDI/TFN* Numbers
Customer-owned numbers on a LiveOps direct PSTN peer are re-assigned to enter on the LiveOps Circuits (aka “Client-side Routing”)
Numbers on other (non-peer) carriers must “point” to a new DID on a LiveOps circuit
Customer-owned numbers on CenturyLink must point to a new DID on a LiveOps circuit
USA: TFN* via a LiveOps direct TFN PSTN peer
EMEA: DDI/TFN* via a LiveOps direct peer
Other Carriers
LiveOps Cloud
Numbers from all other carriers
Customer
LiveOps One-Time Setup Fees
Ingress Fees
Customer-owned TFN number via direct peer (VZB, ATT)
$100 Setup Fee (one time)
0.0¢ / minute (LiveOps)
~ 2.0¢ / min TFN charges (from Carrier)
LiveOps-owned TFN number via direct peer (VZB, ATT, CLK, L3/GX, BT)
$50 per number (one time)
2.5¢ / minute (LiveOps)
0.0¢ / min TFN charges (from Carrier)
Numbers from other carriers that are pointed to LiveOps DIDs
~ 1.5¢ / min TFN charges (from Carrier)
~ Call Forwarding charges (from Carrier)
RED = Non-LiveOps charges *DID/DDI = Direct Dialed Inbound number, *TFN = Toll Free Number
Prices are estimated, non-binding and subject to change February, 2014

22. LiveOps – US Telephony, Summary of Charges
Ingress Charges
Category
Carrier
Pricing
Details
Great
AT&T
VZB
0.0¢/min to LiveOps.
Standard fee to Carrier.
AT&T and VZB are the only carriers that will bill the customer but deliver calls to a 3rd party (LO)
One Source Networks (OSN)
Lowest cost for other carriers.
OSN is our “provider of choice” for Telco
XO, Call Tower, Telesphere
Varies.
On-net providers use their own SIP trunks (often paired with a Hosted UC solution)
Good
LiveOps provided DID/TFN
2.5¢/min to LiveOps.
Comparable rates, simple billing (Port number to LiveOps)
Poor
Customer TFN forwarded to a LiveOps DID
Most expensive.
Remember: There are LOTS of good reasons to move to the cloud. Lower price in NOT the primary reason customers move to the cloud!

23. Egress Call Paths and Costs (Calls exiting the LiveOps Cloud)
Any DID/DDI #
PSTN
Any PSTN Carrier
PSTN/SIP
Soft Phone WebRTC
On-Net PSTN Peer IP
SIP PBX
On-Net SIP Peer
IP/SIP
PBX
LiveOps Cloud
MPLS Cloud
SIP PBX
Direct Voice Peer (DVP) (IP/SIP Connection)
IP/SIP
PBX
Agent
* Yellow = IP
Egress Path
LiveOps Egress Fees
Additional Costs
PSTN (Any Carrier)
1.5¢ / minute --
LiveOps Soft Phone (Twilio/WebRTC)
1.0¢ / minute (Twilio)
On-Net ITSP SIP Peer (IntelePeer)
0.2¢ / minute
~ $1,000 / month (IntelePeer)
Direct Voice Peering (DVP via MPLS)
~ $4-$7/ month (per talk path)
~ MPLS Circuit fees
Outbound Calls & Campaigns
RED = Non-LiveOps charges *DID/DDI = Direct Dialed Inbound number, *TFN = Toll Free Number
Prices are estimated, non-binding and subject to change February, 2014

24. LiveOps – US Telephony, Summary of Charges
Egress Charges
Category
Carrier
Pricing
Details
Great
Twilio
0.0¢/min to LiveOps.
1.0¢/min to Twilio.
Internet delivered Soft Phone using WebRTC
One Source Networks (OSN)
Lowest cost for other carriers.
OSN is our “provider of choice” for Telco
XO, Call Tower, Telesphere
Varies.
On-net providers use their own SIP trunks
Good
LiveOps Direct Outbound Dialing
1.5¢/min to LiveOps.
Comparable rates, simple billing.
DVP
Circuit charges only
Best with 75+ agents or 100K+ minutes per month
Remember: There are LOTS of good reasons to move to the cloud. Lower price in NOT the primary reason customers move to the cloud!

25. Additional Options Quick Deployment Scenarios
Migration strategy can be simple
Internal PBX/CC forwards all calls to external PSTN DID into the LiveOps Cloud
LiveOps-powered agents can sit inside company or external
Note: Extra trunk capacity is required for forwarded and hair-pinned call paths
Disaster Recovery/Business Continuity Scenarios
Quickly re-route all service numbers to a LiveOps inbound DID/TFN
Quickly spin-up new DR-site agents or home-based agents
Circuit outages: Forward #’s to LiveOps DIDs and empower mobilephone-based agents
Overflow Scenarios
Route overflow calls to the LiveOps On-Demand Contact Center Platform
Carrier or internal PBX/CC routes overflow calls to external PSTN # into LiveOps Cloud
Dial-out & Outbound Campaigns
All outbound PSTN calls = 1.5¢ / minute (N. America Domestic) or INTL Long Distance (as applicable)

26. Notes and Reference Information
Toll Free Numbers (TFNs) can be “Virtual” or “Provisioned on a Circuit”
Virtual
The TFNs are provisioned by a provider but not associated with a specific end-user’s circuit
These TFNs need to be “pointed” at a DID that will ring into a specific circuit
Incoming toll free calls enter the PBX/System as if the caller had dialed the DID directly
The DID is displayed as the Dialed Number (DNIS) (not the Toll Free Number itself)
These types of TFNs can be re-pointed to a DID/TFN assigned to a LiveOps Circuit
Provisioned on a Circuit
The TFNs are physically provisioned on one specific circuit
The DNIS for inbound calls is the toll free number itself
These types of TFN need to be re-assigned by the carrier to enter on the LiveOps Circuits (via a “Shared Use Agreement”)
Responsible Organization (RESP ORG)
The entity authorized to make changes for a particular number with the carrier
Re-provisioning a TFN or DID/DDI number from the customer’s circuit to a LiveOps circuits can only be done by the entity named as the RESP ORG
Porting
Transporting ownership of a number from one provider to another
E.g. moving a customer TFN or DID number from TW Telecom to Verizon Business
Pointing
The mapping of a virtual number (like a TFN) to a DID/DDI
This enables calls to “land” on the proper circuit (usually the LiveOps circuit on which the DID/DDI is provisioned. See “Virtual TFN” above.)

27. LiveOps Telco Peer and Partner Info
USA: LiveOps uses AT&T, Verizon Business (VZB) and CenturyLink (CL)
USA: ATT and VZB are only used for Toll Free Numbers (TFNs)
Note: LiveOps can also use Level 3 for inbound DIDs and limited TFNs but must pass on a 2.5 cent ingress fee per minute
EMEA: LiveOps uses British Telecom (BT) and Global Crossing (L3)
BT is used for DDIs and TFN
Carrier capabilities and connections are constantly changing. Information here is non-binding and subject to change

28. Thank You