1 Mitel Business Dashboard and Mitel Customer Service Manager Release 5Mitel Business Dashboard and Mitel Customer Service Manager Release 5.1 Overview and Roadmap July 2010

2 Mitel Business Dashboard Release 5.1Exclusive to Mitel Applications Suite (MAS) Support Mitel Communications Director (MCD) and Mitel 5000 HX integrations Mitel Business Dashboard provides Cradle-to-grave reporting on every internal and external call Complete real-time and historical information on all trunk, extension and hunt group activity Visual Wallboards provide Real-Time Stats, Audible Alarms, 200+ statistics PIM Integration for ACT! by Sage, Maximizer™, Goldmine®, Microsoft® Outlook®, Microsoft Access® Allows Management to indentify trends, pinpoint bottlenecks, streamline business Delivers centralized reporting and business analysis for communications

3 Customer Service Manager Rel 5.1Builds on Business Dashboard Features adding informal contact center functionality Agent Login / Logout and Hotdesking ACD Agent Reporting – DND, Make Busy, Agent Specific Reports Supervisor Control – Agent Help, Change Agent state, Agent Call Monitoring Advanced Routing Option – Skills-based routing, Alerts, Auto Assign Account Codes, Auto Logon / Logoff Agents at start / end of shift Media Blending Option – Communicate with your customers via , Fax and SMS as well as voice Combines a fully-featured informal contact center with business analysis

4 Mitel Applications Suite (MAS) 2.1 IntegrationBusiness Dashboard / CSM is part of the MAS suite of applications Consolidated applications on a single server Integrated installation Consolidated AMC software licensing Multiple and single application bundles Single App MAS MBD Starter Pack Single App MAS CSM Starter Pack Multi App MAS MBD Add On (Requires MAS 2.0 Base) Multi App MAS CSM Add On (Requires MAS 2.0 Base)

5 MAS 2.1 Integration Other applications available in MAS 2.1 areMitel NuPoint Unified Messaging™ (UM) Release 4.1 Mitel Audio & Web Conferencing (AWC) Release 3.8 Mitel Unified Communicator® (UC) Mobile Release 2.1 Mitel Border Gateway (MBG) Release 5.3 Interaction with Mitel Unified Communicator Server presence engine in addition to Microsoft Office Communications Server 2007 and IBM® Lotus® Sametime®

6 New For Release 5.1 MCD / Mitel 5550 IP Console SupportNo MiTAI Available for IP Consoles Business Dashboard / CSM Adjusted to ignore Console(s) if in MCD Configuration No console statistics can be provided Calls will be reported from the point it is transferred from the Console Effects on Rules and reporting will be fully documented Full Console Reporting will only be available when we have MiTAI for Consoles Suitable for: Installations that have a console in the configuration but are not interested in stats. Example – Small Contact Center using only CSM element

7 New For Release 5.1 5000 HX Dynamic Extension Express (DEE) SupportDEE Client Control for DEE ON / OFF DEE Handoff Outbound / Inbound Calls Displayed in Active Calls Panel Client Application support Call Control in RT and Phone clients Activity in RT shown in Extension, Contact and Trunk Lists RealViewer Reporting Intelligent Router Support Reporter logs Call Information and DDE Statistics

8 New For Release 5.1 Microsoft Windows® 7 CompatibilityRTG Version Compatible ACT! 8 No 9 10 Maximizer Yes Goldmine 6.7 7 MS Outlook 2003 2007 MS Access Auto Dial N/A URL Microsoft Windows® 7 Compatibility The following components have been verified with Windows 7 Clients: Go, Connection Assistant, Callviewer Reporters: Reporter Basic, Reporter and Reporter Pro including RealTime and Auto Reporter Wallboards: RealViewer and Call Summary RTG’s: Compatibility shown in list Limitations are due tothird-party versions not supporting Windows 7

9 New For Release 5.1 5000 CP Release 4 CompatibilityMonitoring and Reporting for Configuration Assistant Mitel 5360 IP Phone Fully Supported with Clients and Reporters SIP Devices Mitel 5610 IP DECT Phone Unified Communicator® (UC) Express Softphone (SIP) Mitel Line Interface Module Supported when using Business Dashboard / CSM No reporting on Line Interface Module Calls (Line Interface Module Bypasses PBX) No Call Control if Phone is on a Line Interface Module Call

10 New For Release 5.1 Support Tools Data Capture Support ToolGenerally for technician-level use Provides a simple mechanism for collecting and sending the required log files to tech tupport Run from Start > Programs Click on module for stats collection Add tech support ticked number Add any specific files Click send Files are compressed and automatically sent to Mitel

11 New For Release 5.1 Support Tools Ghost Call Removal Support ToolTech Support Use only, will not appear in documentation Provides Method of Removing Calls From Business Dashboard / CSM that have not cleared in stats Administrator and supervisor use only Operate from Reporter Real-Time or Intelligent Router Log files automatically written for tech support / R&D investigation No need for server restart Keeps stats accurate Less intrusion for customer

12 MAS Server Appliance MAS Server Appliance CompatibilityBusiness Dashboard and CSM have been verified and can operate on the MAS appliance Server Customers must purchase this as an Add On MBD Part Number CSM Part Number The following Configuration Rules apply when Using Business Dashboard / CSM on the MAS Appliance Server Business Dashboard / CSM Configuration 5000 MCD Max PBX Users 150 Max ACD Agents 30 5000 Multi Site Nodes 5 N/A

13 Upgrades – Move your existing Contact Center Suite customers to Business Dashboard or Customer Service Manager Part No Description MAS CCS/Callview 4.x to MBD (R5.x) Single Application Multi Application CCS/Callview 4.x to CSM (R5.x) 4 Part Numbers for Business Dashboard and CSM Upgrades Fixed Non Discountable Upgrade Price (with Rebate for USB Dongle Return) Customers must be using Callview / CCS Release 4.x as a minimum Customers below this release level will need to add an additional step in the upgrade process. They will need to download, install and upgrade the database to a minimum of Rel 4.2 first. Customers must upgrade to a MAS-based Install. Hardware must meet minimum requirements from MSL qualified hardware list CCS / Callview 4.2 will be retired from sale on 31-Dec-2010, Bug Fix until 31-Dec-2011, Tech Support (Return to Service, Knowledge Base Etc until 31-Dec-17 Allows Channel time to get trained and familiar with MAS based CSM CSM-only option for 3300 Integration Software Assurance only Available with CSM Only Business Dashboard and CSM will be available on Sales Workbench

14 Software Assurance and TrainingOffered for CSM 5.0 and above Technical Training Courses CSM 5.1 Technical Training Course (leader-led) CSM 5.1 Application Course (live-on-line) Demo Kit Full MAS 2.1 Demo Kit Available which includes CSM (1 per Channel Partner)

15 CSM Differences on MCD / 5000 CP for CSM 5.1Feature MCD 5000 CP External Hot Desk Users (EHDU) Supported N/A Dynamic Extension / Express UC Mobile Not Supported Operator Console Monitoring Basic Support – No Stats MCD Call Forward Display (Client) Show “Forwarding” Only, not Internal or External MCD Multi Line (Client) Prime Line Only MCD Resiliency Multi Site – Multi Controllers Single Site – Multi Controllers SIP Extensions SIP Trunks DND State Reporting ON / OFF Only Agent Busy Code Reporting

16 Business Dashboard / CSM Summary RoadmapRelease 5.0 Release 5.1 Release 6.0 Q1 10 Q2 10 Q2 11 Future (Date TBD) Time-Based Licensing Reporting Enhancements Unicode Support SIP Device Support Clients Over Teleworker Localisation (Languages) 3300 IP console Support 5000 CP DDE Support 5000 CP R4 Support Maintenance Features and Tools Rebranding to “Mitel Business Dashboard” and “Mitel Customer Service Manager” MAS Platform Integration AMC Licensing 3300 ICP R10.0 Integration - Single Node 3300 ACD Express/Ring/Hunt Groups R10.0 Features – EHDU, PRG Ready To Go Updates Media Blending Candidates: 3300 ICP Multi Site/Controller Support 3300 ICP SIP trunk Support Client Refresh – Phase 1 UCX Verification 3300 ICP Sets with Multi Appearances CSM vApp (Virtual CSM)

17 CSM 6.0 Advanced InformationMitel Template for 2010 12/15/2017 CSM 6.0 Advanced Information Mitel | Confidential slide 17 1063_5751

18 CSM R6.0 Advanced InformationMCD Multi Site and Multi Controller Support Monitor All Nodes in a Single MCD Cluster. Supporting Multi Site Clustered Deployment Resilient MCD Pair Deployment Extension / Trunking Gateway Deployment For All devices in the cluster CSM will provide Historical Reporting Real-Time Monitoring Device control from Reporter RT or Client Applications Same licensing model as used with 5000 CP for multi-site Initial five-pack (monitors up to five MCDs) Ability to add licensing for additional MCDs in the cluster

19 CSM R6.0 Advanced InformationHistorical Reporting Application Refresh New “Ribbon” User Interface to improve user experience New Wizards for Filters and New Report Generation Report Templates Re-grouped according to function Report Search Facility Easily Switch between Report Templates and “Run Reports” Improved Report and Filter Properties Screens

20 CSM R6.0 Advanced InformationAdd Graphics to Historical Reports Provide Historical Reports as Graphs (Line, Pie, Bar Charts) Display Reports as Text Graphs Both Text and Graphs View, Print, and Export Graphs

21 CSM R6.0 Advanced InformationUC Express Verification UCX will replace Client Go Entry-Level Client for Business Dashboard MCD AND 5000 CP Connectivity Basic telephony Control Call History Outlook Integration Dialling Rules Speed Dial Keys Missed Calls List

22 CSM R6.0 Advanced InformationMCD SIP Trunk Support Monitor Service Provider SIP trunks connected to the MCD System Historical Reporting Real-Time Reporting Allow MCD Sets with Multiline appearances of Prime Line to be used with CSM Clients Virtualization (vApp) – Virtual Customer Service Manager (Virtual CSM) Support for New PBX Releases MCD R5 5000 CP R5 Update DB2 database to latest release

23 Thank you Tony Saint Product Manager Mitel Template for 201012/15/2017 Thank you Tony Saint Product Manager The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorizedPARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company. 1063_5751