17th Jan 06

IP40 Sales Brief

2Plantronics, Inc.

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

3Plantronics, Inc.

What does this mean for the agent desktop?

4Plantronics, Inc.

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

5Plantronics, Inc.

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

6Plantronics, Inc.

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

IP Cloud

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’Microsoft Windows

exception

You have performed an illegal action

I have crashed

7Plantronics, Inc.

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

IP Cloud

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

Microsoft Windows exception

You have performed an illegal action

I have crashed

8Plantronics, Inc.

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

10Plantronics, Inc.

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

IP Cloud

Microsoft Windows exception

You have performed an illegal action

I have crashed

Voice quality is not affected by the PC

Ability to receive calls is not affected by the PC

Simple, reliable audio quality for IP contact center

11Plantronics, Inc.

IP40 – How does it work?

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

IP Cloud

Microsoft Windows exception

You have performed an illegal action

I have crashed

SIP ProxyContact Center Routing Engine

Agent controls the ‘call’ via the contact center PC application

Signaling - SIP

Media - voice

12Plantronics, Inc.

IP40 – How does it work?

Voice quality is not affected by the agent PC

Ability to receive calls is not affected by the agent PC

IP Cloud

Microsoft Windows exception

You have performed an illegal action

I have crashed Simple, reliable audio quality for IP contact center

SIP ProxyContact Center Routing Engine

PSTN

TDM/IP Gateway

13Plantronics, Inc.

IP40 Deployments

Agents can be in the intranet or remote working across the internet

Intranet IP Cloud

Microsoft Windows exception

You have performed an illegal action

I have crashed

SIP ProxyContact Center Routing Engine

PSTN

Internet IP Cloud

Home Office

IP40 has STUN client for far end firewall traversal

Firewall

TDM/IP Gateway

14Plantronics, Inc.

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 useremote configuration and control facility

All you need nothing you don’t

15Plantronics, Inc.

Simple Desktop Installation

End user plug and playUser connects the cables

IP40 & PC share one wall jackEthernet switch includes PoEVLAN 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

Headset port

PCRJ-45

Network RJ-45with PoE

AC adapter (if no PoE available)

16Plantronics, Inc.

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

17Plantronics, Inc.

Manual Configuration Menu

18Plantronics, Inc.

Simple Configuration

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 serverCorrect 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

DHCP Service DNS Service

Contact Center SIP Proxy

IP Cloud

ConfigText

IPDN

UA: 3345PSWD: *****

OK10.1.45.113

3345

*****

MAC:00:08:7b:06:d1:5f

IP Address:

Extension number:

Password:

HTTP Server IP Address:

example.com

HTTP File Sever

Domain Name:

10.1.13.45

19Plantronics, Inc.

Simple Maintenance

Plug and play maintenance

IP40 checks for updated SW If new files are present - automatically download and upgrade

DHCP Service DNS Service

HTTP File Sever

Contact Center SIP Proxy

SW

IP Cloud

20Plantronics, Inc.

Simple Controls

Receive Volume adjust

Transmit Mute

Call AnswerAnswer/end button press

Auto-answer option*

End CallAnswer/End long button press

Single outbound call option

HoldCall hold/resume when QD is disconnected/reconnected

21Plantronics, Inc.

Controls continued

IP40 also supports the following features initiated other SIP endpoint or via a SIP PBX or SIP ACDCall transfer Call forward Call parkCall hold

22Plantronics, Inc.

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

23Plantronics, Inc.

IP40 Field Trial Objectives

Specific vendor target SIP configurations

Contact Center Vendors • Genesys

• Aspect

• Interactive Intelligence

IPBX vendors • Cisco

• Avaya

• Swyx

24Plantronics, Inc.

Thank You

25Plantronics, Inc.

With who do Sales need contacts?

Genesys CC

Interactive CC

Aspect CC

Cisco CC

Avaya CC

Swyx CC

Contact Center Value added Reseller or SI

Plantronics

Accessories vendor

Contact Center Customer/User

Accessories vendor