NEC UNIVERGEreg 3Ctrade

NEC Confidential

How Business is Changing

NEC ConfidentialPage 3

Remote home workingThe physical office becomes the place to hold face to face meetings

The Future of the Enterprise Frost amp Sullivan Australian ICT Outlook 2012

Cloud amp Virtualizationbull Applications in a SaaS modelbull Reduction in maintenancebull Desktop virtualization

Collaborationbull Voice and Videobull IMWeb conferencingbull Social and Team

Collaboration

Mobilitybull The mobile enterprisebull FMC (transparent hand off

between CellWiFi)bull Single number reach

Multiple Devicesbull Device agnosticbull Bring Your Own Device

NEC ConfidentialPage 4

The Communications Shift

Hardware centric

Proprietary closed systems

Limited by physical appliances

One device per person

No collaboration Presence IM

No mobile support

Complex proprietary admin

Software centric

Standards based open systems

Easy to grow simple licensingall inclusive licensing

Multiple devices easily manageseamlessly move calls

Web collaboration IM aggregated presence

Consistent user experience on mobile

Single point UI administration

NEC Confidential

Why UNIVERGE 3C

NEC ConfidentialPage 6

It is a full featured Unified Communications system on a disk delivering Integral IM Presence Video and Web based conferencing Integrated into your corporate IT infrastructure allowing staff to work anywhere any time on any device

What is UNIVERGE 3C

Virtually any SIP based audio video or soft-phone

Delivered on DVD

Virtual or Physical Servers

Presence

Instant Messaging

Video

Collaboration

In the office on a tablet

Anywhere on a mobile

At home on a laptop

NEC ConfidentialPage 7

Users can control what devices ring and when they ring via profiles or based on schedules

Control how to handle calls based on time caller ID and presence

Only give out your desk phone number but never miss a call

Control your desk phone from any PC Mac Android or IOS device

Intelligent Call HandlingCustomer

SatisfactionEfficiency Costs Employee

SatisfactionSecurity

NEC ConfidentialPage 8

Work from virtually anywhere including branch offices home or the local coffee shop

Presence Directory IM from any Android amp iOS phone or tablet (and nothing is stored on the device)

Make VoIP calls from almost any modern smart phone

Forgot to set your call forwards do it on your phone or simply adjust preferences

Feature Rich UC ClientCustomer

SatisfactionEfficiency Costs Employee

SatisfactionSecurity

NEC ConfidentialPage 9

Communicate with customers and partners from anywhere

Share ideas documents applications and video in real time

Use your own secure system ndash not a freebie on the web or costly rented service

Collaborate on Windows Mac and Linux without the need to download software

Intelligent CollaborationCustomer

SatisfactionEfficiency Costs Employee

SatisfactionSecurity

NEC Confidential

User Centric

NEC UNIVERGE 3C

NEC ConfidentialPage 11

bull It is all about the user

o Their Identity

o Their multiple devices

o Their Current Status

o Their Preferences

o Their Easy Management

User Centric - Identity

Presence Preferences

Devices

Desk | Mobile Clients | UC Clients | Video

phones | Wi-Fi Phones

UC Client | Calendar | Phone

Call Forwarding | Active Devices | Buddies

NEC ConfidentialPage 12

bull Bradrsquos status is combined and shared

o Is he online (at his PC) orhellip

o Is he Away from his PC

o Is he on a phone call

o Is he in a meeting

User Centric - Presence

Brad

Lauren

On a call

AwayOffline BusyMeeting

OnlineAvailable

NEC ConfidentialPage 13

bull Users publish a single number

bull When called all phones ring

bull Brad gets notified on all of his devices and UC Clients

bull Brad can handle multiple calls at once

User Centric ndash Single Number

300120011001

Brad

Lauren

Calls 262-1001

262 1001

Sandra

Calls

262-1001

NEC ConfidentialPage 14

bull Calls can be forwarded based onhellipo The amount of time ringing on

Bradrsquos extensions

o The time of day

o The Caller ID

o Bradrsquos current presence

bull Calls can be forwarded and continue to ring all phones so that he can answer from whichever device is most convenient

User Centric ndash Intelligent Call Handling

300120011001

Brad

Lauren

Calls 262-1001

262 1001

BradrsquosMobile

NEC ConfidentialPage 15

Users can control what devices ring and when they ring via profiles or based on schedules

Control how to handle calls based on time caller ID and presence

Only give out your desk phone number but never miss a call

Control your desk phone from any PC Mac Android or IOS device

Intelligent Call HandlingCustomer

SatisfactionEfficiency Costs Employee

SatisfactionSecurity

NEC Confidential

Architecture

NEC UNIVERGE 3C

NEC ConfidentialPage 17

Messaging Manager

UNIVERGE 3C Architecture

Unified Communications

Manager

Collaboration Manager

SIP Support

Virtualization Support

IT Infrastructure Support

Media Support

User Based Services

Web Services

Application Services

Presence Services

Wide array of connection options allow you to tailor to your organizationrsquos needs

User centric clients provide secure access from virtually anywhere

PBXrsquos IP Phones Soft phones Mobile DevicesRoom Based

VideoSIP Carriers

UC Clients Mobility Contact CenterReceptionistsCollaboration Vertical Apps

NEC Confidential

Unified Client

NEC UNIVERGE 3C

NEC ConfidentialPage 19

Visual color and textual presence state

Dynamic Call Windowopens as needed ndash Ringing State

User locationPanel navigation controls

Quick-access to any of the panels

Directory search and quick dial

Click to call IM or see colleague details

The Feature Rich UC Client

Administrator or user-selected images

AnswerSend to

Voicemail Dial digitsReject TransferSend to Bridge

Quick-accessindicators and controls

Collaboration Softphone DND Profiles Missed Calls VMS

Dynamic Call Windowopens as needed ndash During Call

Move Hang Transfer Conf Hold Record Instant Dial Call Up Call Bridge Call Meeting Digits

NEC ConfidentialPage 20

The Feature Rich UC Client

Video Conference with bull Other Softphone usersbull Video phonesbull Room based video systems ndash up to 1080p

NEC ConfidentialPage 21

The Feature Rich UC Client

A complete UC solution that can be installed on Windows or on the Mac(without the SMP on Mac)

Run on your Android or Apple iPhone

Run on your Apple IPAD or Android Tablet

NEC ConfidentialPage 22

The Feature Rich UC Client

Access contact Lists IMrsquos Call History amp more

User or Administrator configured images

Presence amp IM

Search for contacts

Status notifications(Only on Android)

Call via your mobile or control a phone

Set call forwards or your preferred device

NEC Confidential

Collaboration

NEC UNIVERGE 3C

NEC ConfidentialPage 24

bull The UNIVERGE 3C Collaboration Meeting Manager is a software-based application which is tightly integrated to the UNIVERGE 3C Unified Communications Manager (UCM) providing web conferencing and collaboration audio conferencing via a soft-bridge or via PC based audio and PC based video conferencing which provides many means for interacting with workgroups within your organization and for clients outside of your organization

UNIVERGE 3C Collaboration Meeting Manager (CMM)

NEC ConfidentialPage 25

bull Some of which are

bull Sales Ad-hoc or Scheduled Presentation Present a document or share your desktop

bull Marketing Webinars with PollingVoting

bull Workgroups Scheduled Recurring Permanent Meetings

bull Training E-learning

bull RemoteMobile TabletMobile Access

bull On-demandInstant Meetings Begin an instant meeting while in an IM (Instant Message) while on a call while searching your contact list in your contact list or while viewing user details within UC Client

UNIVERGE 3C Collaboration Meeting Manager (CMM)

NEC ConfidentialPage 26

Participant Roles

Host of the meeting is the person who created it The host is always a moderator Only a licensed 3C user can be the host of a Collaboration meeting

Moderators have all the necessary privileges to start hold and manage a meeting Moderators can enter the meeting room to prepare the meeting even before it is started (up to 15 minutes prior) Any participants of the meeting can be assigned the moderator rights by the meeting host before or after the meeting has started

UNIVERGE 3C Collaboration Meeting Manager (CMM)

NEC ConfidentialPage 27

Participant Roles

Speakers are participants with extended rights For example they can ask questions in a lecture or express their opinion

Participants in general have a passive role with limited privileges They can take active part in the meeting if their role is changed by the moderator 3C Users ndash licensed 3C Users have the benefit of click-to-collaborate dialing using their 3C terminals This includes the ability to ldquocall-outrdquo to any phone number Others - anyone with an email address can be invited to participate in a meeting When a non-3C user joins a meeting they must input the Meeting ID and the PIN Number of the meeting (Private Meetings require both a Meeting ID and a PIN Number while Public Meetings only require a Meeting ID)

UNIVERGE 3C Collaboration Meeting Manager (CMM)

NEC ConfidentialPage 28

Features

Modes of Data Collaboration

bull 1048696 Screen Application Sharing

bull 1048696 DocumentPresentation Sharing

bull 1048696 Shared Whiteboard

bull 1048696 Audio conferencing

bull 1048696 Web video conferencing

bull 1048696 Meeting recording

UNIVERGE 3C Collaboration Meeting Manager (CMM)

NEC ConfidentialPage 29

UNIVERGE 3C Collaboration Meeting Manager (CMM)

NEC ConfidentialPage 30

Outlook Calendar

Launching a Meeting

Scheduled Recurring

Web interface UC Client IM

InstantPermanent

NEC ConfidentialPage 31

3C Collaboration ndash Multi-Media Meeting Room

Auto resizing video windows

Record the on-line meeting

Participant list with active speaker indication

Upload and share files

Page previews

Document sharing window

Share screens docs chat or vote

NEC ConfidentialPage 32

Communicate with customers and partners from anywhere

Share ideas documents applications and video in real time Reduce Travel Expense

Use your own secure system ndash not a freebie on the web or costly rented service

Collaborate on Windows Mac and Linux without the need to download software

Intelligent CollaborationCustomer

SatisfactionEfficiency Costs Employee

SatisfactionSecurity

NEC Confidential

Additional Services

NEC UNIVERGE 3C

NEC ConfidentialPage 34

Right-click to make call from email address

If 3C user also view Presence

Click to Dial within Outlook (Smart Tags Add-in)

From within Outlook Contacts right click email to make call and view presence status for other U3C users

NEC ConfidentialPage 35

bull Each 3C UCM server can have 48 media serviceso Voice mail and UM with Exchange

o Auto attendant and announcements

o Music on hold and queue announcements

o Call recording

o Barge and silent-monitor

bull Call Recordingo Software-Based Recording Service

o Automated and On-Demand

o Storage Retrieval and Playback

Media Services

NEC ConfidentialPage 36

bull Voice and video can be encrypted with TLS and SRTP

bull Web services and application are encrypted with HTTPS

bull Communication between 3C servers can be encrypted with IPSEC tunnels

End to End Security

NEC ConfidentialPage 37

Network OperationsCenter (NOC)

bull Standard management tools

o Windows Event viewero Server diagnosticso SNMP for Gateways

Administration and Management

Network Administrator

Office Manager

bull PC based administration

bull Central administration

bull Secure access

bull Web based access secured with domain credentials

NEC Confidential

UCB CONTACT CENTER MULTIMEDIA

(Unified Communication Bussiness)

NEC ConfidentialPage 39

UC for Bussiness - Contact Center Solution

NEC ConfidentialPage 40

UC for Business - Contact Center Modules

Callback Queuing

Networked Queuing

CT Control

Agent Desktop

Custom Announce

Web Callback QueuingEmail QueuingFax Queuing

Web Chat Queuing Multi-M

ediaMul

ti-M

edia

bull Routing Enginebull GUI Administratorbull Full Reporting Package

bull Real-Time Statisticsbull Built-In Screenpopsbull Multimedia Display

bull Auto-Attendantbull Delay Progress Messagesbull Caller Query

IntegrationIVR Queuing

bull Database Custom Screenpops

bull Custom Self-Service Applications

Outdial Queuingbull Blended (Power Preview)

Integration

NEC ConfidentialPage 41

Alison

Phil

Jackie

Bob

Priority3

Paul

Peter

Alex

Priority 4

Jenny Bill

Priority 5

Skills-based Routing

NEC ConfidentialPage 42

Agent Login Via Desktop

Click the Agent

button to log in

Agents can view or change their Agent

Class and select their delivery medium or

media types

NEC ConfidentialPage 43

Multiple viewing options are available

View the status of each agent and the

calls they are taking

View the details of callers waiting in

queue

Service levels are

available on a per queue

basis

Real-time Information with Desktop

NEC ConfidentialPage 44

Agents know how long the

caller has waited and

their current talk time

Agent Desktop Screenpop

Various call handling options are available

to the agent

Other agent-based functions such as Worktime Break

Call Wrapup and Agent Alerts are available with Desktop

CLI caller name associated notes amp any information keyed in by the caller

while they waited in the queue are screenpopped to the agent as the call

arrives

NEC ConfidentialPage 45

Desktop Wrapup Templates

Information about each call can be collected with

manual or forced Wrapup templates presented to the

agent during or after each call

To enter information during the call select the Wrapup button

NEC ConfidentialPage 46

Select Break Options with Desktop

To take a break just click the

coffee mug buttonhellip

Or click the drop-down and select a

reason

This information is then displayed in

Desktop for all agents and supervisors to

view

NEC ConfidentialPage 47

Real-time Agent Statistics

Agents and Supervisors can view statistics for each agent such as

total calls abandonsaverage talk time occupancy etc

NEC ConfidentialPage 48

Desktop Queue and Agent Alerts

If queued call wait time or agent availability fail to

meet the contact centerrsquos operating parameters a visual andor audible alert

is given

NEC ConfidentialPage 49

Delivered to agent

If you would like to leave a Callback message please press the star key any time during this message

You are the 3rd caller in line

Delay Announcement

You are the next call to be answered

Delay Announcement

Sales Queue

Calls in Queue

30 secs

105 secs

75 secs

If you prefer you may Fax or Email your orders Please ask your representative for more details

You are the 2nd caller in line We apologize for the delay

Delay Announcement

Thank you for calling ABC Orders Department

You are the 4th caller in line

A representative will be with you shortly

Delay Announcement

120 secs

120 secs

Announcements in Queue

Queue Example

ABC Company

NEC ConfidentialPage 50

MultiMedia Modules

NEC ConfidentialPage 51

Reports ndash Building a New Report

Select the type of report you wish to run Over 200

different types are available

Use the step by step lsquoWizardrsquo to build your

Report

Select the time-frames for the Report using

absolute relative or custom time-

frames

NEC ConfidentialPage 52

Reports ndash Selecting Parameters

Select the agents or group of agents that

you wish to include in the Report

NEC ConfidentialPage 53

Reports ndash Selecting Parameters

Select the queues or group of queues to be

included in the Report

NEC ConfidentialPage 54

Reports - Output

To export Report information simply Save As a lsquocsvrsquo file

NEC ConfidentialPage 55

Teleacutefono IP marca ATCOM AT810P

NEC ConfidentialPage 56

Teleacutefono IP marca ATCOM AT810DP

NEC Confidential

THANK YOU

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