The Competella Unified Communication Suite adds queuing and call control functionality to Microsoft Lync beyond the level found in legacy PBX s.

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1 Competella Unified Communication Suite for Microsoft Lync Product Portfolio Overview The Competella Unified Communication Suite adds queuing and call control functionality to Microsoft Lync beyond the level found in legacy PBX s. Our cornerstone; Competella Unified Communications Server (UCS) is hosting Lync trusted applications and based completely on native MS Lync API s. The Competella UCS integrates with Microsoft Active Directory (AD) and Exchange for directory data, and calendar information. The UCS can optionally be integrated with other external systems e.g. SMS- and mobile presence providers. The system is highly scalable and supports both On Premise deployments and multi-tenancy/hosted solutions with high availability, and our solution is qualified for Lync 2010 and Lync All managementand configuration tools are web-based. The system takes full advantage of the Lync unified conversation model, which means that Lync multimodality support is preserved and federation with other Lync domains including Skype are supported. The Competella Unified Communication Suite contains product/applications in 3 main areas: Attendant Console Contact Center Enterprise Voice Extensions Competella Professional Services

2 Attendant Console products/applications The Competella Unified Communication Suite includes excellent tools for switchboard attendants that integrate call control with an advanced directory search tool, access to presence, calendar, and IM. Competella Unified Communication Server The server part acting as platform in the overall attendant deployment. Competella Multimedia Attendant Windows passed attendant client that adds the specific attendant features into the Lync/Competella Enterprise Voice platform. Competella Multimedia Attendant supported users The Lync users, on which the different attendant informations are applied. Competella Queue Monitor (Wallboard) Display real-time queue- and attendant status. Competella SMS Gateway Support messages from attendant/reception distributed as SMS/text.

3 Contact Center products/applications As for our Attendant functionality, the Competella Unified Communication Suite also includes powerful tools for agents in Contact Centers and in-bound Call Centers, including features like advanced queuing, skills based routing, monitoring, recording and statistics. Competella Unified Communication Server The server part acting as platform in the overall Contact Center deployment. Competella Multimedia Agent Windows based agent client that adds the specific Contact Center features into the Lync/Competella Enterprise Voice platform. Competella Agent Phone Enable any phone e.g. Lync clients or mobile phones to be part of a contact center solution. Competella Call Distributor Enhances the functionality beyond the normal feature set in a Lync Response Group Server (RGS) Competella Interactive Voice Response (IVR) Skills-based-routing of calls based on input from IVR (Voice XML). Competella IVR CallBack Call back initiated from a queue (IVR session). Competella Web CallBack Call back initiated from a web page (i.e. homepage). Competella Queue Monitor (Wallboard) Display real-time queue- and agent status. Competella Supervisor Listening In / Whispering Supervisor tool for listening in on conversation between agents/attendants and caller. Competella Prompt Recorder Admin tool for add/changing queue messages, greetings etc. in real-time. Competella Call Delegation Agent Extends the delegation functionality for Microsoft Lync users with flexible forwarding and priority settings for the delegated calls.

4 Enterprise Voice Extension products/applications Presence and mobility is a key requirement for many enterprises when it comes to business communication, including serving incoming calls when you are unable to answer the call at a specific time. This is vital for Lync users in general, but for attendants and contact center agents in particular. So it is important to have different tools that will fulfill different needs. Stand alone products (do not require the Attendant Console or Contact Center products/applications): Competella Routing Agent Extends the standard routing capabilities for incoming calls, based on the presence in the Lync client. Competella Mobile Presence Gateway Add presence status (provided by mobile operators in real-time) for mobile phone usage. Competella Availability Voice Agent Front-end to voic system for readout availability information from e-calendar, using text-to-speech. The following products require the Attendant Console or Contact Center products/applications: Competella Office Clients Plug-in for the Lync client (for advanced directory search, self-service (updating directory data), Availability Voice agent settings etc.) Competella 3 rd party application integration Allows pop-up functionality in 3 rd Party applications (i.e. CRP, ERP), based on Caller ID information (i.e. A- number, unique customer number from IVR/DTMF) from the Competella Unified Communication Suite.

5 Competella Professional Services Products only works as well as the related services and support. The following services are available from Competella for all products in our Product Portfolio: Competella SW Support The 3 rd line basic support (from Competella to Partner and/or End User). Competella SW Assurance The 3 rd line extended support (from Competella to Partner and/or End User) including free upgrades on deployed Competella software products (Assurance). Competella installation/deployment service The essential installation/configuration/test and final deployment of a Competella Unified Communication Suit solution. Available as either an on site or remote service. Competella End User Training End User training for attendants and Contac Center agents. Available as either an on site or remote service. Competella Go Live assistance Assistance on day of system deployment (on site floor walking).