1. MetLife Business Call Recording User Forum Agenda:  Introduction – Purpose of the Forum  Sentinel Application – An Overview  Strategic Architecture Overview: 2012 Project Activity 2012 Project Activity  NUG Membership – Introduce the site and encourage membership - How to join How to join 2012 NUG Conference – Nashville – Is anyone attending – April 30 through May 3. 2012 NUG Conference – Nashville – Is anyone attending – April 30 through May 3.  Next Meeting – Set Frequency of MetLife Forum Meetings Set Frequency of MetLife Forum Meetings Possible Agenda Topics Possible Agenda Topics  Questions? (15 Minutes)

2. Introduction  Moderator: Mark Minor (MetLife) Introductions Introductions MetLife Strategic Voice EngineeringMetLife Strategic Voice Engineering AT&T OperationsAT&T Operations NICE SystemsNICE Systems Business UnitsBusiness Units Purpose of the Forum Purpose of the Forum

3. Forum Mission The Mission of the MetLife Call Recording User Forum is to help make the most of NICE System solutions at MetLife by providing an opportunity to connect to the people, knowledge, and technology that will help make the most of MetLife’s Call Recording Solution. The MetLife User Group is a forum where: The concerns of MetLife Business Units can be shared and where opportunities for improved support for the NICE Systems suite of Call Recording Applications (CRAs) are identified. The concerns of MetLife Business Units can be shared and where opportunities for improved support for the NICE Systems suite of Call Recording Applications (CRAs) are identified. We facilitate discussions aimed at promoting awareness of the features and capabilities of NICE Applications available to MetLife Managers. We facilitate discussions aimed at promoting awareness of the features and capabilities of NICE Applications available to MetLife Managers. Through effective communication, assessment of performance of devices and tools, and team collaboration, the quality of service to MetLife is continuously improved. Through effective communication, assessment of performance of devices and tools, and team collaboration, the quality of service to MetLife is continuously improved.

4. The NICE Sentinel Event Monitoring System Presenter: Steve King (MetLife) Supporting Presenters: Supporting Presenters: Andy Hager (AT&T)Andy Hager (AT&T) Monte Singleton (NICE Systems)Monte Singleton (NICE Systems)  What is Sentinel  Where are the Systems Located  Which systems are monitored  Who is monitoring these systems  Go live information

5. What is Sentinel?  Sentinel is a NICE Event Monitoring system being deployed to proactively monitor recording failures.  Sentinel collects the critical events being sent from each component and forwards them to support people who can react to these events.

6. Sentinel Deployment  At this time 3 Sentinel application nodes have been rebuilt and upgraded to latest NICE Sentinel version 2.5.  The nodes currently reside in RISC, Bloomfield, and Somerset  The following systems will be monitored by Sentinel; RISC Sentinel: One Voice, One Voice SMST Lab and the Historical Playback Systems. RISC Sentinel: One Voice, One Voice SMST Lab and the Historical Playback Systems. Bloomfield Sentinel: Bloomfield Annuity, Irvine, RISC Hub 2 (Johnstown 3.5, Quaker Lane and EBS), Oriskany (Southfield), and West Des Moines. Bloomfield Sentinel: Bloomfield Annuity, Irvine, RISC Hub 2 (Johnstown 3.5, Quaker Lane and EBS), Oriskany (Southfield), and West Des Moines. Somerset Sentinel: Somerset, Tampa and Future (Freeport, St Louis) Somerset Sentinel: Somerset, Tampa and Future (Freeport, St Louis)

7. Who is monitoring Sentinel and when does it go live  Sentinel is currently being monitored via critical email alerts being sent to ATTS as an interim while NICE completes the upgrades and finishes redirecting the servers to the appropriate Sentinel device.  Currently scheduled to go live in March pending completion of contract and funding: A dedicated AT&T resource (NICE Sentinel Engineer) will monitor alerts and perform corrections as needed. A dedicated AT&T resource (NICE Sentinel Engineer) will monitor alerts and perform corrections as needed. Peer AT&T Associates will provide additional alert mitigation support. Peer AT&T Associates will provide additional alert mitigation support. During over night and weekend hours, the ATTS GCSC will receive fault tickets for critical events (call recording stopped) and engage the appropriate parties. During over night and weekend hours, the ATTS GCSC will receive fault tickets for critical events (call recording stopped) and engage the appropriate parties.

8. Strategic Architecture Overview: Call Recording Systems at MetLife  Presenter: Betty Bopp (MetLife) Support: Support: Andy Hager (AT&T)Andy Hager (AT&T)

13. NUG – NICE User Group  Presenter: Matthew Storm (NICE Systems) What is NUG? What is NUG? The NICE User Group (NUG) is a knowledge community for customers of NICE Systems.The NICE User Group (NUG) is a knowledge community for customers of NICE Systems. Technical and Business users across all industries, from various size organizations, and from regions around the globe.Technical and Business users across all industries, from various size organizations, and from regions around the globe. Membership is free to any NICE customer.Membership is free to any NICE customer. Joining NUG Joining NUG http://www.niceusergroup.org/http://www.niceusergroup.org/http://www.niceusergroup.org/ 2012 NUG Conference – Nashville 2012 NUG Conference – Nashville April 30 th through May 3 rdApril 30 th through May 3 rd

14. Many Regional and Corporate Chapters

15. Personalization/Privacy of the Chapter – Open for Members

16. Meeting Placeholders / Forums / Chatter

17. Benefits 17 Personalized Landing Page for Your Employees Locked-Down Content, even from NICE Employees (as you choose) Forums for your Use Visibility to Internal Webinars/Meetings Place to post internal content – manuals, documentation, guidebooks for your use Oh, and its free

18. Next Meeting: MetLife Call Recording User Forum  Moderator: Mark Minor (MetLife) Frequency of Meetings Frequency of Meetings Suggested Agenda Items Suggested Agenda Items Business Unit Presenters?Business Unit Presenters? Best Practices?Best Practices?

19. Questions ….. ?  Moderator: Mark Minor Questions? Questions? General Discussion General Discussion