Unified Customer Voice Portal Cisco Consultant Program Deep

Agenda • The Experience Imperative • Contact Center Realities • CIO’s Investment in Flexibility • CVP: Flexible Interactions • CVP Product Roadmap Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2

Loyalty Drives Customer Profitability • Loyal customers generate higher profits by spending more on favorite brands Interactions build loyalty— and profitability—by delivering rich, rewarding experiences to a wide range of customers Premium Referrals Loyal customers are more profitable Life Cycle Add Sales Acquisition Costs Base Profit This should grow, because less expensive to serve Yr. 1 Yr. 2 Time Sources: Forrester, March 2004; Frederick Reichheld, The Loyalty Effect, 1996 Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4

Service Quality is Key to Customer Loyalty Likelihood to (Re)Purchase As products commoditize, service quality has the highest impact on customers’ decisions to leave or stay. 5: 1 difference Service Quality Product Features Price Source: Harvard Business Review, 2004; Monitor Group (Rayport, Jaworski) Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5

Cornerstones of Customer Experience I. Customer knowledge driven interactions II. Consistent messaging across channels III. Philosophy of learning / optimization IV. Brand-building interactions Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7

The contact center and the phone, in particular, are critical for customer service. Percent of All Service Transactions Customer Service Inquiries > 70% 15% Phone Online 10% Mail < 5% Branch Other Trend: Source: First Manhattan Consulting Group, Gartner (2005) Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9

Common Complaints about Experience Inconsistent service experience Agent doesn’t know who I am Poor usability, e. g. , “voicemail jail” Agent not trained to handle my problem Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10

Silos in the Contact Center Time Quality Monitoring IVR ACD Agent Desktop CTI PBX Session Number Presentation_ID Chat E-mail Workforce Optimization Outbound Dialer © 2006 Cisco Systems, Inc. All rights reserved. Video Dashboard and Analytics Cisco Confidential 11

Repetitive Coding for Data Access Enterprise Application Call Center Applications Data Access Data Session Number Presentation_ID Enterprise Application Data © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14

Messaging Infrastructure Simplifies Applications Enterprise Application Messaging Infrastructure (Tibco, MQ Series, XML Data Feeds) Data Session Number Presentation_ID Data © 2006 Cisco Systems, Inc. All rights reserved. Data Cisco Confidential 15

Contact Center Bears Little Benefit Enterprise Application Messaging Infrastructure (Tibco, MQ Series, XML Data Feeds) Data Session Number Presentation_ID Data © 2006 Cisco Systems, Inc. All rights reserved. Data Call Center Applications Data Access Data Cisco Confidential 16

Business Rules Reused Across Applications Enterprise Application Call Center Applications Business Rules Messaging Infrastructure (Tibco, MQ Series, XML Data Feeds) Data Session Number Presentation_ID Data © 2006 Cisco Systems, Inc. All rights reserved. Data Access Data Cisco Confidential 17

Unified Application Infrastructure Enterprise Application Unified Application Infrastructure (Web. Sphere, Web. Logic, . NET) Messaging Infrastructure (Tibco, MQ Series, XML Data Feeds) Data Session Number Presentation_ID Data © 2006 Cisco Systems, Inc. All rights reserved. Data Cisco Confidential 18

Contact Center Bears Little Benefit, Still Enterprise Application Unified Application Infrastructure Call Center Applications (Web. Sphere, Web. Logic, . NET) Business Rules Messaging Infrastructure Data Access (Tibco, MQ Series, XML Data Feeds) Data Session Number Presentation_ID Data © 2006 Cisco Systems, Inc. All rights reserved. Data Cisco Confidential 19

SOA a Major Enterprise Investment Trend Annual Technology and Services Market Sizing ($B) Call Center (Voice) 2005 Four Year CAGR (’ 05 – ’ 09) $7 92% 100% 2009 $9 80% 2005 60% $6 Vo. IP 40% 2009 $12 20% 2005 $14 20% 7% Call Center SOA Vo. IP SOA 2009 5 10 15 20 $189 160 170 180 190 Source: Gartner, Datamonitor, Lehman Brothers (2005) Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20

CVP – Applying SOA to the Contact Center Call Routing Call Control Gateway Call Control Open API CVP GED-125 MRCP Transfers to Agents ASR / TTS Server Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21

CVP – Applying SOA to the Contact Center Call Control Open API MRCP Transfers to Agents Voice. XML CVP Enterprise Application GED-125 Cisco Elements Customer Elements ASR / TTS Server Enterprise Application Call Routing Call Control Gateway Enterprise Application 3 rd Party Elements CVP Voice. XML Server Unified Application Infrastructure (Web. Sphere, Web. Logic, . NET) Messaging Infrastructure (Tibco, MQ Series, XML Data Feeds) Data Session Number Presentation_ID Data © 2006 Cisco Systems, Inc. All rights reserved. Data Cisco Confidential 22

CVP • Fastest growing Contact Center product • Cisco is deeply committed to the product Acquisition of Audium CVP 4. 0 • Customers and partners recognizing CVP’s unique solution Competitors cannot match capabilities offered with CVP Integration with IPCC Enterprise provides solution which cannot be matched by other IP based ACDs Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 24

CVP Providing the infrastructure to the caller interaction • Voice. XML application development using an Eclipse toolkit • J 2 EE runtime for serving Voice. XML • Interprets Voice. XML • DTMF and Speech CVP Voice. XML Browser CVP Voice. XML Server TDM or IP CVP Call Control Customers Enterprise Infrastructure Agents • Telephony switching and on-net queuing Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25

CVP Committed to Open Standards • CVP is built around standards-based technologies including: Ø Voice. XML Ø MRCP Ø Java (J 2 EE/J 2 SE) Ø SIP Ø Eclipse Ø JMX • To support these efforts, Cisco plays a leading role on industry standards bodies Ø Internet Engineering Task Force (IETF) • MRCP co-chair • SIP co-chair Ø Ø Session Number Presentation_ID Voice. XML Forum member Eclipse Project member © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 26

CVP Audium Flagship Product • Target customers Non Cisco Browser and Operating system environments Limited ICM support (queuing is not supported) • Audium’s Flagship supports Additional non-Cisco voice browsers including Tell. Me, Voice. Genie, Avaya, Nortel, Holly, Genesys, etc Additional operating systems including Linux, AIX and Solaris and Windows 2003 Additional application servers including Apache Tomcat, IBM Websphere Application Server and BEA Weblogic Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 27

Gains from the Audium Acquisition • Award winning Eclipse based SCE – Productivity Ø Ø Significant acceleration of development timelines Extensible and interoperable with 3 rd party tools (e. g. , VTK, RAD, etc) • Extensible reusable component framework – Consistency Ø Encourages institutional best practices and reuse for consistent success Ø Implemented by hundreds of developers worldwide • Dynamic application delivery – Personalization Ø Deliver personalized experience based customer knowledge and real time data Ø Supports market driven customer segmentation Ø Geographic and cultural localization and branding • Robust management and scalability – Reliability Ø Ø Session Number Presentation_ID Graceful application and server level management (e. g. , deploy, update, retire, etc) Leverages existing web infrastructure to support thousands of simultaneous callers © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 28

Self Service Committed Releases CY: Early’ 05 CVP 3. 0 • Eclipse IDE • J 2 EE Runtime • Integrated Service Routers Mid’ 05 Early’ 06 Mid’ 06 Early’ 07 CVP 4. 0 CVP 3. 1 • IBM WAS • IBM WVS • Enhanced transfer • Post-call survey • Catalyst 6 K support • SIP Call Control (B 2 BUA) • OAM&P enhancements • Reporting enhancements CVP 3. 1 SR 1 • Alt. GK support • UUI/GTD support Voicebrowser upgrades • Voice. XML 2. 1 • MRCP V 2 Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 30

Release summary • CVP 3. 0 Released February 2005 First release with Voice. XML Server and Studio • CVP 3. 1 Released October 2005 Websphere Application Server support Websphere Voice Server support Additional call control capabilities Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31

CVP 4. 0 Enhancements • Improved service creation capabilities • SIP call control (B 2 BUA) • OAM&P enhancements • Reporting enhancements • Voice. XML 2. 1, MRCPv 2 • Voice. XML Forum certification Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32

CVP 4. 0 Migration that replaces majority of all old ISN components (Old) ISN App. Server becomes the VRU component, executing in a J 2 EE environment SIP Back-to-Back User Agent replaces ISN Voicebrowser Note, ISN Voicebrowser will still be supported for customers with H. 323 Network Release significantly enhances management and reporting issues concerns seen during deployment Management system to configure and collect logs from CVP components New report database Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33

Summary: Simplified CVP 4. 0 architecture Customer Data Servers ASR/TTS Backend Interface MRCP VXML GED-125 SIP Voice. XML Browser New CVP Server incorporating all previous features ACD Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34

CVP 4. 0 Functional Components CVP Voice. XML Server CVP Operations Console Server API Cisco. Works ITEM JMX SNMP Informix DB JDBC VXML CVP Server PSTN Voice. XML subsystem SIP VXML SIP subsystem IVR subsystem Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. RPT subsystem Msg Bus ICM subsystem Cisco Confidential 35

CVP Server • All components designed to be J 2 EE compliant • Components can be co-resident all on one platform or on separate servers Voice. XML server SIP Call Control ICM Subsystem ICM PG • Option of separating components VXML SS SIP SS IVR SS RPT SS Msg Bus ICM SS May be better for large deployments Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36

CVP Server details • OS Independent design Initial release supported on Windows 2003 Linux in subsequent release • AIX support for Voice. XML server Allows Voice. XML server to be tightly integrated in customers WAS environment Only supported when components are distributed Other components will be Windows 2003 Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 37

CVP 4. 0: Management Console Single point for administration and management of CVP • Installs • Backup & Restore • Upgrades • Configuration • Application Management • System Level Reporting CVP Management Console CVP CVP Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. • Web based user interface • View status of components and applications • Manage multiple levels of administration • Centralized reporting server Cisco Confidential 38

What’s New in Studio for CVP 4. 0 • Element Groups “Group” multiple Elements as a single entity in a given call flow Create Element Group Templates for reuse across applications • Decision Editor Create business rules with graphical “if/then” logic builder • Prompt Manager Table view of all application prompts Sorting, filters, copy/paste, edit, audio items/groups • Documenter Create RTF document/specification based on configured application including call flows, Element configurations and prompting Share this electronic document within and across teams Export prompt lists with content, file naming conventions and “coaching comments” for distribution to recording studios • Eclipse 3. 1 support UI and performance improvements including updated look and feel, snap to grid, best line routing, auto alignment, etc Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 43

What’s New in Studio for CVP 4. 0 • Element Groups “Group” multiple Elements as a single entity in a given call flow Create Element Group Templates for reuse across applications • Decision Editor Create business rules with graphical “if/then” logic builder • Prompt Manager Table view of all application prompts Sorting, filters, copy/paste, edit, audio items/groups • Documenter Create RTF document/specification based on configured application including call flows, Element configurations and prompting Share this electronic document within and across teams Export prompt lists with content, file naming conventions and “coaching comments” for distribution to recording studios • Eclipse 3. 1 support UI and performance improvements including updated look and feel, snap to grid, best line routing, auto alignment, etc Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 46

What’s New in Studio for CVP 4. 0 • Element Groups “Group” multiple Elements as a single entity in a given call flow Create Element Group Templates for reuse across applications • Decision Editor Create business rules with graphical “if/then” logic builder • Prompt Manager Table view of all application prompts Sorting, filters, copy/paste, edit, audio items/groups • Documenter Create RTF document/specification based on configured application including call flows, Element configurations and prompting Share this electronic document within and across teams Export prompt lists with content, file naming conventions and “coaching comments” for distribution to recording studios • Eclipse 3. 1 support UI and performance improvements including updated look and feel, snap to grid, best line routing, auto alignment, etc Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 48

What’s New in Studio for CVP 4. 0 • Element Groups “Group” multiple Elements as a single entity in a given call flow Create Element Group Templates for reuse across applications • Decision Editor Create business rules with graphical “if/then” logic builder • Prompt Manager Table view of all application prompts Sorting, filters, copy/paste, edit, audio items/groups • Documenter Create RTF document/specification based on configured application including call flows, Element configurations and prompting Share this electronic document within and across teams Export prompt lists with content, file naming conventions and “coaching comments” for distribution to recording studios • Eclipse 3. 1 support UI and performance improvements including updated look and feel, snap to grid, best line routing, auto alignment, etc Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 50

What’s New in Studio for CVP 4. 0 • Element Groups “Group” multiple Elements as a single entity in a given call flow Create Element Group Templates for reuse across applications • Decision Editor Create business rules with graphical “if/then” logic builder • Prompt Manager Table view of all application prompts Sorting, filters, copy/paste, edit, audio items/groups • Documenter Create RTF document/specification based on configured application including call flows, Element configurations and prompting Share this electronic document within and across teams Export prompt lists with content, file naming conventions and “coaching comments” for distribution to recording studios • Eclipse 3. 1 support UI and performance improvements including updated look and feel, snap to grid, best line routing, auto alignment, etc Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 52

CVP SIP call control • Implemented as a SIP Back to Back User Agent (B 2 BUA) § All H. 323 call control functionality supported in SIP § Improved performance over H. 323 § Tighter integration with other CVP and Cisco components § Component interoperability with non-Cisco SIP devices supported • H. 323 Call Control will be supported § Stack will be upgraded § Not supported on the CVP-Server (requires additional server) Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 53

Highlights of SIP Capability in CVP 4. 0 • Inter-works with Unified Call Manager SIP trunk • Inter-works with Voice Gateway via SIP trunk • Support for SIP Proxy Servers Proxy server is used to deliver calls to and from CVP call server as well as providing load balance/fail-over among CVP call servers. CVP also supports direct SIP trunking with VGW, CCM without SIP Proxy Server presence Cisco will test with Call. Manager Proxy. Server. Customer/partners will need to perform testing with other proxy servers Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 54

Highlights of SIP Capability in CVP 4. 0 (cont. ) • CVP 4. 0 supports SIP RFC-3261 and the following: RFC 3262 (PRACK) responding to 183 RFC-3515, 3891 (Refer, Replace) sending refer/replace RFC-4028 (Session Timer) RFC-3265 (SIP Event Notification) RFC-2976 (Info) sending outbound DTMF RFC-3398 (SIP-ISUP) handle multipart mime mixed bodies application type GTD/SDP/NSS RFC-3323 (Privacy header) pass through Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 55

Reporting Repository • First phase to support integrating reporting of Voice. XML Server and call control • Embedded database will be provided as an option Informix will be the database used • Two versions ‘standard’ version dual processor server ‘premium’ version dual or quad processor support up to 144 gigabyte disk storage capacity ability for partner to add replication services Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 56

Reporting Repository (2) • Data storage will focus on consolidated database for selfservice Provides self-service detailed information Key CVP. Call. Guid will be used to link with ICM database Stored as a Termination Call Variable in the ICM database. Sample reports using Crystal reports provided • Sample reports showing capabilities of system will be provided Not intended to be used as the de-facto reporting system Similar to ICM/IPCC Event tables , which many customers extract this data to warehouse if they need to query it. Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 57

Voice. XML Browser • Next supported IOS release adds the following capabilities: Voice. XML 2. 0 Compliance MRCP V 2 Voice. XML 2. 1 extension support Secure HTTP support • Planned for December 2006 Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 59

CVP integration in a Network Module • Utilizes server that resides in a slot of ISR 2800 or 3800 Initially will be for Voice. XML server Investigating support of ASR and TTS • Provides one system that offers Security WAN Access ‘BRYCE’ Network Module Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Self Service PBX (Call Manager Express) Cisco Confidential 60

Video: What's Available Today Video- enabled Contact Center accepting video calls from video kiosks over an IP WAN Operational today at Significan't (UK) Uses "out-of-the-box" Cisco Unified Contact Center Express 3. 5, Cisco Unified Call. Manager 4. 1, IPVC ISDN Video Gateway/MCU, and Cisco Unified Video Advantage This is a "point-to-point" solution with limitations: No Video IVR; No Video Queuing No Agent-pushed video No support for 3 G mobile Video Kiosks at Local UK Gov't sites Session Number Presentation_ID Cisco Call. Manager Express Agents with Video Advantage © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 62

Video: What's Coming Kiosk User CVP SIP RTP Mobile subscriber VXML/SIP (video) 3 G Gateway Video-enabled Agent Video Browser/Streamer 1. 2. 3. 4. 5. 6. Video-equipped mobile subscriber or kiosk user places call Caller navigates video menus to make self service or routing selections Caller selects pre-recorded or live/streamed video for video self-service Caller views video (pre-recorded or live) while in queue for agent Call directed to video agent with two or one-way live video connection Agent can push additional video (pre-recorded or live) to the caller 7. Planned for CVP 4. x release in 1 H CY 2007 Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 63

Contact Center Management Challenges For the Enterprise or Service Provider: • Administration of the managed service or enterprise – support for multiple customers/business units with a wide range of virtual ACD requirements • Autonomy for the subscribing customers/business units • Assignment and management of global resources across the managed service or enterprise (things like agent counts per unit, number of users, … enforce/manage limits) • Need to Reduce support costs and… • Minimize operational costs (drive more capabilities to end-users) For the End User or Business Unit Manager: • Daily management of their Virtual ACD • Multi-level administration • Audit Reporting Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 65

Unified Contact Center Many System Management Interfaces CVP for Voice Treatment, Queuing and Self Service Multi-Media Contact Routing, Universal Queue, Resource selection, Outbound Dialing Call Manager clusters provide IP telephony Contact Center Home Office Email Manager provides Intelligent automated or agent previewed responses Session Number Presentation_ID Collaboration Server provides web chat, cobrowsing © 2006 Cisco Systems, Inc. All rights reserved. Web services provide customer control and reporting Branch Office Cisco Confidential 66

The Organizational Challenge – Management of Virtualized Resources Site controlled • Adds • Moves • Changes • Agent Re-skilling Cable PPV Site A Site B IPCC Highest Level Administrator / Service Provider Internet Premium Outsourcer Site A Service Provider / Local IT Dept Business Unit centralised visibility Telephone Offshore Site A … Site 1 Site B Site C Dispatch Service Collections …. Phoenix Site 4 Albuquerque Boise Atlanta Sales Agent Group Branches Homeworkers Site 3 Site 2 Service Mobile Agent Group Allow your offshore supplier to work operate their own virtual space Team Leaders focus on their team Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 68

Contact Center Management Portal Overview • Simplifies Contact Center Operations Unified provisioning of IPCC and Call. Manager • Web-based Unified User Interface • Partitioned System Supporting Multiple Business Units • Hierarchical Administration • Audit Tracking of Configuration Changes • System Metrics and Measures • Available with CCE and CCH, Release 7. 1 Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 69

Basic Mode: Reskilling • From the Skillgroups option View skillgroups Change skillgroups for agents in your teams Agents not in your teams are greyed out Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 72

Basic Mode: Agents • Edit agents in your team Copy existing agent or create from new In advance Set supervisors with permissions like your own Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 74

Advanced Mode • Advanced Mode for administrators View audit reports Create resources Manage security Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 75

Advanced Mode: Security Manager (Folder Permissions) • Folder Permissions Set by non-global roles Inherited Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 78

Introduction to Advanced Mode: Global Roles • Global Permissions From the Settings option ‘Activate’ non-global roles Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 79

End-User Business Benefits • Business end-users empowered to manage their own operations: Business operations staff work within safe, partitioned, user friendly interface Reduced Dependency on IT/Telecoms &/or 3 rd party Service Providers or Enteprise IT to manage changes Operating costs reduced, business agility improved The Management Portal leverages the scale and power of Cisco Unified Contact Center, but removes the complexity of provisioning Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 80

Product Deployment Models • Enterprise and Hosted IP Contact Centers Deployment Models for CCMP Phase 1: Hosted Deployment with one or more customer instances Traditional Service Provider Public Sector Enterprise Deployment with partitioned Business Requirements Large Distributed Enterprise Note: -- Reporting provided via standard Webview or 3 rd party product -- Hosted model requires CTI OS per customer for security Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 81

Basic Portal Architecture User Provisioning Audit Reporting Web component provides user interface Web Component Application component manages security and failover Application Component Database is a metastate model of the contact center equipment Database Data Import component imports resources and events into database Data Importer (microflows) Provisioning component performs system integration to IPCC Provisioning Component IPCC Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 82

The Management Portal and IPCC PUB Web Component Application Component PG AXL (direct database connection) ICM Database Data Import Con. API AW/ HDS CMS Session Number Presentation_ID Provisioning Component © 2006 Cisco Systems, Inc. All rights reserved. and direct database connection Cisco Confidential 83

Compatibility Operating System Version Portal v 7. 1 Session Number Presentation_ID Microsoft® Windows™ 2003 Server Standard 2000 Enterprise Edition © 2006 Cisco Systems, Inc. All rights reserved. SQL Server Version IPCC Version CCM Version 7. 1 4. 1. 3 4. 2. 1 5. 0. 3 Cisco Confidential 84

Roadmap Features for Management Portal • Expanded Deployment Models for CCH • Rapid Application Development (RAD) – Script changes • Partitioned CTI OS Security • ‘Partitioning Aware’ basic Reporting • Other Cisco Voice Applications Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 86