17 th Jan 06

1. IP40 Sales Brief 17th Jan 06

2. Contact Center Desktop – The changes • Infrastructure in the contact center is now following the trends previously seen in the enterprise telephony market. • VoIP adoption • SIP desktop device support • Some contact center applications can now support SIP devices without the need to an IPBX (Aspect, Genesys, Interactive Intelligence) • Most IPBXs also now support SIP devices • IP-based contact centers now reliably scale to serve large and very large contact center needs

3. What does this mean for the agent desktop?

4. The Agent Desktop • The Contact Center Agent Desktop has three elements • The PC with contact center application • The voice device (phone) • The audio processor with headset • As contact centers move to ‘VoIP’ these elements remain but the devices providing them change • Reliability and good voice quality are still key to the success of the contact center

5. The Agent Desktop • With VoIP - the elements remain - delivery options change • IP phones or soft clients - replace TDM Phones • Desktops have single network connection • Devices are powered through the network • Reliability requirements are still key IP Cloud

6. The Agent Desktop • IP Phone • Advantages • ‘Always on’ no need to boot the phone to take a call • Ability to receive calls is not affected by the PC • Voice quality is not affected by the PC • Disadvantages • User interface is largely redundant, and can be a distraction • IP phones are expensive • Agent needs a headset not a handset • Uses a lot of desktop ‘real estate’ IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed

7. The Agent Desktop • IP Soft client • Advantages • Soft client license is cheaper than IP Phone - No expensive IP phones needed • Limited distraction - telephony interface can be hidden • Disadvantages • Need to boot PC before calling • Reliability is dependant on the PC • Voice quality is affected by the PC • PC may need to be upgraded to handle voice – hidden cost IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed

8. What has all the advantages of an IP Phone and soft client but none of their disadvantages?

9. IP40 on the Agent Desktop • IP40 is a tailor-made contact center headset system • No IP phone needed • ‘Always on’ no need to boot the phone to take a call • More cost effective than IP phone/headset combination • Simple user interface – no distractions – minimal desktop real estate • Voice quality is not affected by the PC • Ability to receive calls is not affected by the PC IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed Simple, reliable audio quality for IP contact center

10. IP40 – How does it work? SIP Proxy Contact Center Routing Engine • IP40 is a SIP device, registers with contact center SIP proxy • Contact center desktop application communicates with server • Server controls the IP40 • Voice media handled by the IP40 Signaling - SIP Media - voice • Agent controls the ‘call’ via the contact center PC application IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed

11. IP40 – How does it work? SIP Proxy Contact Center Routing Engine • Voice quality is not affected by the agent PC • Ability to receive calls is not affected by the agent PC PSTN TDM/IP Gateway IP Cloud Microsoft Windows exception You have performed an illegal action I have crashed Simple, reliable audio quality for IP contact center

12. IP40 Deployments SIP Proxy Contact Center Routing Engine • Agents can be in the intranet or remote working across the internet Home Office PSTN TDM/IP Gateway Internet IP Cloud Intranet IP Cloud • IP40 has STUN client for far end firewall traversal Microsoft Windows exception You have performed an illegal action I have crashed Firewall

13. IP40 - Key Feature/Benefits • Industry standard SIP and RTP; designed to work with any SIP system - comprehensive system compatibility • Compatible with all Plantronics H-tops – wide choice of headsets • Plug and play • – Simple for end user to install • – Simple for the administrator to configure • Small footprint and simple user interface – extremely easy to use • remote configuration and control facility • All you need nothing you don’t

14. Simple Desktop Installation • End user plug and play • User connects the cables • IP40 & PC share one wall jack • Ethernet switch includes PoE • VLAN to ensure voice quality • IP40 connects to the network and downloads its settings from the configuration server • LED goes solid green when the IP40 is ready to use Network RJ-45 with PoE PC RJ-45 AC adapter (if no PoE available) Headset port

15. Remote System Administration • The administrator can remotely manage IP40 ‘automatically’ or ‘manually’ • Automatic management & configuration • The administrator creates configuration files for batch installations or configurations • Configuration can include settings for automatic maintenance • Individual management & configuration • The IP40 has an embedded web server • Allows the system administrator to access and manage the configuration or update the firmware per device

16. Manual Configuration Menu

17. Simple Configuration Contact Center SIP Proxy DHCP Service 3345 ***** DNS Service • Plug and play configuration • Administrator creates ‘config’ files on HTTP server with file name based on MAC address of IP40 • IP40 boots and gets network information via DHCP • DHCP & DNS service point IP40 to HTTP server • Correct configuration for device is down loaded based on MAC address • IP40 reboots with new configuration and registers with the SIP proxy • Once authenticated agent is ready for calls IP DN HTTP File Sever Config Text IP Cloud UA: 3345 PSWD: ***** OK MAC:00:08:7b:06:d1:5f IP Address: 10.1.45.113 Domain Name: example.com HTTP Server IP Address: 10.1.13.45 Extension number: Password:

18. Simple Maintenance Contact Center SIP Proxy DHCP Service DNS Service • Plug and play maintenance • IP40 checks for updated SW • If new files are present - automatically download and upgrade HTTP File Sever SW IP Cloud

19. Simple Controls • Receive Volume adjust • Transmit Mute • Call Answer • Answer/end button press • Auto-answer option* • End Call • Answer/End long button press • Single outbound call option • Hold • Call hold/resume when QD is disconnected/reconnected

20. Controls continued • IP40 also supports the following features initiated other SIP endpoint or via a SIP PBX or SIP ACD • Call transfer • Call forward • Call park • Call hold

21. IP40 Field Trial • Validate with specific vendor SIP configurations • Identify customer candidates – September – January 09 • Plantronics sales • VARs EU & NA • OEM sales • Trial install – February 09 • Plantronics engineering available for on site support • Trial run – February – March 09 • Weekly contact with customer • Field trial - 6 weeks • Setup window - two weeks • Run time - four weeks

22. IP40 Field Trial Objectives • Specific vendor target SIP configurations • Contact Center Vendors • Genesys • Aspect • Interactive Intelligence • IPBX vendors • Cisco • Avaya • Swyx

23. Thank You

24. With who do Sales need contacts? Plantronics Accessories vendor Accessories vendor Contact Center Value added Reseller or SI Contact Center Customer/User Avaya CC Aspect CC Cisco CC Interactive CC Swyx CC Genesys CC