Facet Phone IP Telephony Application Integration

Facet. Phone – IP Telephony & Application Integration SCO Forum 2005

Facet. Phone – IP Telephony & Application Integration • • IP-PBX for Small to Medium Size Businesses Integration w/Desktop Computer Presence Management Computer Telephony Integration Vo. IP Technology Justified Financially? Context – Facet. Phone

Overview • State-of-the-art On-premise IP-PBX Telephone System • “IP from the Ground Up” • Awarded Product of the Year by Internet Telephony Magazine (2004) & Best of Show at Internet Telephony Conference (2004)

Architecture Industry Standard Components • Servers – UNIX / Linux • Media Gateways – External – MGCP & SIP Protocols • Telephones – Standard Analog – IP Phones – Soft Phones • Desktop GUI – Java-based

Telephone Functionality • • • Hold Transfer Park Call Waiting Conference Voice Mail • • • Auto Attendant Automatic Call Distribution Caller. ID Support Call Forwarding On-hold Messages Paging

Telephone User Interface • Functionality Available from TUI – – – – – Dial Answer Hold Transfer Park Pickup Parked Call Conference Paging Voice Mail Management (flash) (#2) (#3) (#4) (#5) (#6) (*)

Graphical User Interface • Any Desktop Device Supporting Java – MS Windows – Mac – SCO / UNIX / Linux • Supports All TUI Functionality, Plus: – – – Presence and Availability Management Voice Mail with Unified Messaging Call Recording / Call Monitoring / Barge In Enterprise Instant Messaging Visual Line Monitoring Administration

Presence & Availability Management (PAM) • Flexible Group / Departmental Definitions (i. e. sales, support, admin, company, etc. ) • User Status Definitions (i. e. in meeting, out of town, on phone, at lunch, etc. ) • Roaming Extensions • Call Forwarding

• • • Voice Mail & Unified Messaging Access via TUI or GUI VM Waiting Indicator Light on Phone Secure Access with PIN Multiple Greetings Based on User Status Listen to Any Call (non-sequentially) Visually Sort and Manage Messages from GUI Add Text / Comments to Each Message Listing Play Voice Mail on Phone or PC Speakers Voice Mail Forwarded to Email Option Voice Mail Notification via Email Option (including cell phone/pagers) Voice Mail Distribution Lists One-click Return Call Option

Automated Attendant • Main Reception & Groups / Departments • Primary Reception or Overflow & Off Hours • Dial by Name • Dial by Extension • Dial by Group / Department • Informational

Automatic Call Distribution • Automatic Call Routing to Next Available Agent in Group / Department • Call Queue Management When All Agents Busy • Caller Opt-Out of Queue Option • On-hold Messages • Visual Monitoring • Queue Threshold Management Alerts

Computer Telephony Integration • Facet. Phone Integration with Windows, Linux & UNIX Platforms • Dialing from Application • “Screen Pops” Based on Caller. ID Data • CTI with Windows Apps (TAPI) – Outlook (including SCO Office) – Goldmine – Act! • CTI with UNIX / Linux / Windows Apps (UTAPI) • Interactive Voice Response (IVR)

UTAPI™ Universal Telephone API • Provides Easy UNIX, Linux & Windows Application Access to Facet. Phone System • Simple, Well Defined Protocol (from Facet. Corp) • Dialing Phone Numbers – fp_dial Command • Retrieving Caller. ID or DNIS Data – fp_cid Command

UTAPI™ Universal Telephone API • Dialing – fp_dial –u username –n number • CID – fp_cid –u username – • www. facetcorp. com/docs

Facet. Win Compatible • Facet. Win Terminal Emulator Places Calls Through Facet. Phone • No Application Program Changes Needed • Highlight and Right Click to Dial • Predefine Fixed Fields on Screen

Enterprise Instant Messaging • Corporate Instant Messaging (Text Chat) • 2 or More Parties per Session • Excludes All Not on Corporate Network • Allows Quick Communication While on Phone • Less Intrusive Than Phone Call, Quicker Than Email

Vo. IP • Internet Telephony Service Providers (ITSPs) – 358 According to Gecko Research – – Vonage AT&T Quest Sprint • Corporate LAN / WAN – Facet. Phone

Branch Office & Telecommuter Integration • Include Branch Office & Teleworkers in Facet. Phone Corporate Phone System • Remote Teleworkers Become Part of Phone System As a Simple Extension • Complete Access to Facet. Phone GUI and TUI • Requires: – Broadband Connections (voice over Internet), or Corporate WAN – VPN Qo. S Router at Remote and HQ Locations – Facet. Phone Gateway at Remote Locations

Branch Office & Telecommuter Integration Requirements for Good Voice Experience • Broadband Connections – G. 711, G. 726, G. 729, G. 723. 1 • • Low Loss - < 3% Low Latency - < 200 ms Low Jitter - < 50 ms Quality of Service (Qo. S) – Everywhere Along the Route Where Competition w/Data – LLQ, Packet Fragmentation • Quality Metric – Mean Opinion Score

Administration • User Controls – User Status – Voice Mail Greeting Settings – Unified Messaging Directives • Manager Controls – – – Users Groups Lines Stations Gateways Display Authorization Level

Call Detail Recording • Records All Call Transaction Details • Simple Flat Text File • Accessible from Any Application, Including Excel • Web Interface for Adhoc Reports

Value Proposition Why Buy IP Telephony? • • • Presence Management Graphical User Interface Unified Messaging Other Cool Features! Manufacturer Reputation • Return on Investment

Return on Investment • • Vo. IP – Intra-company Long Distance Moves, Adds & Changes Conference Bridging Voice Mail Communications – Visual Voice Mail – Notification – Forwarding • Call Forwarding • Enterprise Instant Messaging

Return on Investment • Computer Telephony Integration • Automatic Call Distribution & Call Center Features • Interactive Voice Response • Teleworker Integration • Integration of Calls with Customer Database • Reporting Benefits

Return on Investment Sample Small Business IP-PBX Return on Investment Cost Item Calculation* Specific Value Annual Savings* Vo. IP - Intra-company Long Distance $0. 05/minute * minutes per year 2 teleworkers at 4 hrs/month $ 288. 00 Moves, Adds & Changes $50/change *. 75 changes /year * # empl 25 employees $ 937. 50 Conference Bridging $0. 10/minute * minutes per year 4 connection hours per month $ 288. 00 Voice Mail Communications Visual Voice Mail 1 hr/month * $30/hour * # employees 25 employees $ 750. 00 Notification Better customer service** $ 500. 00 Forwarding Better customer service** $ 500. 00 Call Forwarding Better customer service** $ 500. 00 Enterprise Instant Messaging 1 min/day * 21 day/mo * 25 people * $30/hr 25 employees at 1 min/day $ 3, 150. 00 Computer Telephony Integration 15 secs/inbound call * nbr of inbound calls 100 inbound calls/day $ 3, 150. 00 Automatic Call Distribution Better service, balanced work** $ 500. 00 Interactive Voice Response Better customer service** $ 500. 00 Teleworker Integration Better internal & external comm** $ 500. 00 Integration of Calls with Customer Database Better customer records** $ 2, 000. 00 Reporting Benefits Better management** $ 250. 00 Total Annual Savings $ 13, 813. 50 Approximate IP-PBX Cost $ 20, 000. 00 Approximate Payback in Years 1. 45

Benefit Summary Features Benefits Easy Customer Administration Significantly Lower Admin Costs for Moves, Adds & Changes Branch Office & Telecommuter Support Reduced Communications Costs & Higher Productivity Multi-Party Conferencing Lower Costs by Reducing Need for 3 rd Party Conference Bridging Services Voice Mail – Visual Management & Unified Messaging Better Customer Service & Higher Productivity Presence & Availability Management Improved Customer Service, Competitiveness & Higher Productivity CTI – Customer Screen Pops Improved Customer Service & Significant Boost in Productivity CTI – Dialing From Application Increased Productivity Automatic Call Distribution Increased Productivity and Customer Service Enterprise Instant Messaging Increased Productivity Facet. Corp Technical Support Worry Free Operation Flexible Architecture w/Linux or UNIX Server, External Gateways, & Stnd Phones Highly Reliable, Expandable, Cost Effective System

Facet. Corp Contact Information Facet. Corp 1820 Preston Park Blvd Suite 1000 Plano, TX 75093 877. Facet. Go (877. 322. 3846) info@facetcorp. com www. facetcorp. com/facetphone