Virtual Communications Express for Verizon Enterprise Solutions

1. For Internal Use Only Virtual Communications Express for Verizon Enterprise Solutions

2. For Internal Use Only Virtual Communications ExpressValued Features, Easy Installation, Reliable Support • Cloud Based UC Service Delivered by Verizon • Runs over Broadband from any Provider • Delivers the Benefits of Unified Communications • Helping avoid the Hassle of Doing it All By Yourself

3. The VCE Elevator Pitch For Internal Use Only • “Verizon’s Virtual Communications Express is our latest unified communications service that helps your business become more efficient and productive while helping you control costs.” • Let’s understand more…….

4. Verizon Virtual Communications ExpressValue Proposition For Internal Use Only • Cost Effective: No large capex investment needed, all services are provided from the cloud • Flexible: Just buy what you need when you need it • Big Company Productivity Features: Get the latest productivity features all delivered from the cloud • Work Virtually Anywhere: The same great features available in the office, on the move or in the home office • Reduced Technology Risk: Advanced solutions without the need to build and maintain them

5. For Internal Use Only Verizon’s Virtual Communications ExpressValued Features, Easy Installation, Reliable Support • Unlimited domestic local and long distance calling • Enhanced business voice features • Simple installation • Local number portability • Carrier-grade, redundant platform architecture • 24x7 support • Administrator and User web portals • Customer training • https://customertraining.verizon.com/virtualcommtraining/ CollaborationTools

6. For Internal Use Only Verizon Virtual Communications ExpressTarget Customer and Drivers • Size and Structure • Sweet Spot: Up to 100 employees at single location or large distributed enterprise with smaller locations • Scalable: From 1 up to 10K+ employees • Timing • Moving or experiencing growth • Replacing outdated phone equipment • Adding/upgrading Internet services • Financial • CapEx-Limited or IT-Limited • Cost containment • Vendor consolidation • Functionality • Enable mobile and remote users • Business Continuity, Disaster Recovery needs • Currently paying for measured local/long distance • Retail stores and doctor’s offices that need key system functionality • Centralized administration and control

7. Competitive Advantages For Internal Use Only • Extensive nationwide availability and number portability • BYOB or Verizon internet or Private IP • Both purchase and rental equipment options available • Unlimited local/nationwide LD included • Comprehensive business feature set with mobility • Unified Communications from Verizon • Flexible pricing options with no contract term • ExamiNet prequalification tool • PacketSmart probe for troubleshooting

8. Virtual Communications Express Components For Internal Use Only Fax Machine (Low Speed) Private IP Receptionist Console (VZ Private IP supported in place of Internet) Virtual Communications Express Analog Telephone Adapter Desktop Softphone Internet Access Router/ Firewall Network Switch Polycom Handsets Key: Blue – Customer Provided Red – Verizon Provided PacketSmart Network Probe Mobile Client

9. Customer Dashboards My Account (Admin) For Internal Use Only https://virtualcommexpress.verizon.com 10

10. Customer DashboardsMy Phone (User) For Internal Use Only https://virtualcommexpress.verizon.com/users/# 11

11. For Internal Use Only Premier vs. Standard Site Types • Premier • For Premier Users, total number of simultaneous calls is limited only by the available internet bandwidth • Includes mobile and desktop clients with each user • Includes Instant Messaging & Presence • Best for smaller sites and any sites with high call volumes • Premier Key System Packages require Premier Site Type • Standard • Number of simultaneous calls is capped by the number of Standard Trunks • Allows for oversubscription of users to call paths • Larger locations will find a better financial value from this site type

12. For Internal Use Only Alternative Station Types • Fax Only Station • A reduced feature user type for fax machines or other analog devices. This user type is used as part of the Premier site type at a reduced monthly rate. For fax machines at a Standard site, use a Standard user. • Voice Mail Only Station • Provides a stand-alone voice mailbox that is accessible by multiple users. For example, a company general mailbox.

13. For Internal Use Only End User Features  = Included = Optional 

14. For Internal Use Only Site Features *Additional monthly charges apply Real-time changes and centralized administration

15. For Internal Use Only Auto Attendants, Hunt Groups and Call Queues Auto Attendant This feature provides a company greeting and dialing menu options to efficiently deliver calls to their destination Ex: Thank you for calling. Press 1 for this, 2 for that, 3 for the other. Hunt Groups This feature delivers calls to a group of users, based on a pre-set distribution strategy Ideal for delivering calls to a skilled group of employees trained to handle those calls Call Queues This feature delivers calls to a group of users, based on a pre-set distribution strategy, with a holding queue for calls that exceed available agents Ideal for teams that receive a high volume of calls. Allows callers to be greeted by comfort message, waiting message, etc. Call Center This feature is similar to Call Queue, but allows agents to log in/out, and has enhance reporting capabilities

16. For Internal Use Only Inbound Fax to Email • Inbound faxes to a personal fax number are delivered to e-mail • Enables in-office, remote or mobile users to receive faxes without needing a fax machine. • Existing users who want this feature must order extra telephone numbers (TNs) to be provisioned as a fax mailbox by their administrator. • Any new order will automatically provision users with the inbound fax service, but TNs must be • assigned by administrator and Inbound Fax turned on per user. • Extra TNs must be ordered by sales so that they are available for assignment.

17. For Internal Use Only Instant Meeting Conferencing • Allows multiple callers in different locations to join a single call via a dial-in audio conferencing bridge, with leader and participant pass codes • Conferencing Moderator: $15/month • Conferencing Bridge (120 ports of capacity): $10/month • Pricing Example (Single Site) • 1 Bridge (147 simultaneous ports) at $10/month • 20 moderators (each allocated 10 ports) = 20 * $15 = $300 • Total Cost = $310/month (no usage charges apply)

18. For Internal Use Only VCE Call Center • VCE Call Center is a carrier-class, communications management product (ACD) for Call Center agents and supervisors • Integrated with the VCE interface and hosted telephony services • Value proposition to end user • Cost Savings, CAPEX Avoidance • Carrier Class Reliability and Scalability • Comprehensive Service/Feature Set to Meet Business Requirements • Use Cases • Inbound Sales Group • Inbound Customer Service team

19. For Internal Use Only VCE Call Center Main Call Center Office • Bundled, integrated service – Voice, Data, and Call Center • Advanced IVR services • Full featured ACD • Dialed Number ID Service (DNIS) • Low capital, maintenance and upgrade costs • Network-based queuing and queues that span sites • On-demand service • ‘Anywhere’ Agents and Supervisors • Business continuity Service Provider Queue Calls Agents Supervisor PBX, ACD, Reporting IVR WFM Collaboration Satellite Call Center Office Chat/Presence CRM Reports Recording Messaging Agents Home-based Agent Carrier-grade, redundant infrastructure Agent Virtual Call Centers offer a rich feature set, at a lower TCO!

20. For Internal Use Only Group Paging through IP Phones Pre-Requisites Customer must have a paging group ordered and provisioned Customer must have a DID assigned as a lead number for that paging group Customer must have at least one “target” configured for that paging group. Maximum of 75 targets per group Group Paging Example How it works A caller in the paging originator’s list calls a Group Paging phone number. The Group Paging service sets up a simultaneous call to all of the users in the paging targets list. The target phones automatically answer the call and receive an announcement of "Paging." The paging originator is prompted with the "Paging System Ready" announcement. The paging originator speaks to the targets and ends the page by hanging up. Note that a page consumes a trunk and bandwidth for each target of the page for the duration of the page

21. For Internal Use Only Hoteling Hoteling enables a user’s phone profile to be temporarily loaded onto a shared (host) phone. • There are 2 components: • Hosts (designated phones) • Guests (designated users) • Once a phone is configured as a host, a user who has been assigned “guest rights” can temporarily log into and use as their own phone.

22. For Internal Use Only Call Recording • A new optional billable feature, which can be assigned to any user station. • Four (4) available Recording Modes: • Always On – All incoming and outgoing calls for the user will be recorded with no user control to start, stop, pause or resume. • Always with Pause/Resume - All incoming and outgoing calls for the user will be recorded with user control to start, stop, pause or resume. • On Demand – Entire calls will be recorded for the user only when the call recording start Feature Access Code (FAC) is entered. The FAC may be entered at any time before the call is ended and the entire call will be saved. Pause, Resume, and Stop FAC controls are also supported. • On Demand with User Initiated Start – Records only the portion of the call after the recording start FAC has been entered. • Announcement that the call is being recorded played for both inbound and outbound. • Each Call Recording user is assigned 200MB of call recording storage, which is aggregated at the site level to be shared by all users. (1 MB of storage holds approximately 4 minutes of recording.) • Call recordings will be retained for 30 days.

23. For Internal Use Only Desktop and Mobile Client – Key Features Communicate easily and efficiently with co-workers and customers while at your desk or on the go using: • Instant messaging with presence • Desktop sharing • Point-to-point video calling • Instant meeting audio conferencing • Inbound eFax • Single number reach whether in the office or mobile • Always-present corporate caller ID whether on a company or personal smartphone

24. For Internal Use Only Collaboration Tools for Premier Users Owner View of Desktop Share Participant View Meeting owner can share their desktop Ongoing Chat Session Application Being Shared by Owner If 1:1 chat, it can be escalated to video call Chat can be escalated to phone call / conference call

25. For Internal Use Only Unified Comm & Client Interfaces • Unified Communications Applications are available as an optional billable feature for Standard users, enabling UC functionality, such as IM&P, MyRoom Collaboration, Desktop sharing, etc. • Adding the UC Apps package to a Standard User will provide all Premier User functionality except unlimited trunk capacity. • New Client Interfaces: • Outlook Add-in: Comes with Desktop Client. Adds capability to initiate audio or video call from Outlook and see presence for internal VCE co-workers. • Lync Client: Comes with Desktop Client and will be useful to customers who are actively using Skype4Business (Lync) for their UC. Has an Add-In to the Skype Client that allows for outbound calls generated from Skype/Lync to initiate a click to dial in the VCE Client dialer. It provides PSTN access for these customers and improves usability of their Skype solution. • Tablet Client: Comes with Premier User or A la carte. Apple or Android Tablets – enabling Voice calling, IM&P, Video Calling, My Room – A/V Conf, Desktop Share, and 911 Support.

26. Receptionist Console For Internal Use Only • Quickly process incoming calls • Monitor users’ call status https://apps.vz.bizcommservices.com/receptionist 27

27. For Internal Use Only High-Quality Phone Options to Meet Your Individual Needs • 16-line set • High call volumes • Executive office • Bluetooth compatible • Large font/screen Choose any combination of the following Polycom phone types: • Supported with VVX models 300-600. • Color screen. • Each phone can support up to three Expansion Modules. • 28-line keys with three screens for a total of 84 lines displayed. • Power provided by host VVX phone. Expansion Module SoundStation IP 5000 and 6000 Video Enabled! VVX 600 • Conference rooms. • 360-degree microphones. • Polycom HD voice. • IP 5000 has seven-foot microphone-pickup range. • IP 6000 has 12-foot microphone-pickup range. • 12/16-line sets • High call volumes • Knowledge worker/professional • Gigabit Ethernet • Large color/touch screen Video Enabled! VVX 500 • 12-line set • Medium call volumes • Front-line staff • Knowledge workers • Color screen • 400 has 10/100 Ethernet • 410 has Gigabit Ethernet • 6-line set • Value • Cubicle • Moderate call handling • Lobby/break room VVX 400/ 410 • 300 has 10/100 Ethernet • 310 has Gigabit Ethernet VVX Camera • 2-line set • Cubicle • Minimal call handling VVX 300/ 310 VVX 201 • 1-line set • Lobby or break room phone VVX 101

28. For Internal Use Only Plantronics Headsets for Polycom Phones • Wideband Audio for clearer conversations • Noise-canceling microphone filters out background noise • Over-the-head, all-day comfortable design for intensive use • Plush leatherette ear pads • Wireless with range of up to 350 feet • One headset for PC, mobile and desk phone • Excellent sound quality • Transfer audio between headset and mobile phone with a press of a button Savi W740 Wireless DECT SupraPlus Wideband HW251N

29. For Internal Use Only Plantronics Headsets for Softphone • Corded USB headset with inline volume and mute controls • Offers PC wideband, noise-canceling microphone and hi-fi stereo sound • Lightweight metal headband offers durability and a custom, comfortable fit • Ideal for those who are new to PC telephony • Wireless and Bluetooth compatible with range up to 30 feet • One headset for use with PC, smart phone or tablet • Use voice commands menu to answer calls, check battery level, redial and put headset in pairing mode • Precision tuned triple-mics with enhanced DSP for superior noise cancellation Blackwire 315 Voyager Legend UC

30. For Internal Use Only Analog Telephone Adapters • Several options with two vendors • Allows traditional analog phones (i.e. fax* and cordless phones) to be used for VoIP calls over Internet connection • Plugs into network router or gateway • Fax machine or cordless phone is connected to the analog adapter Cable/DSL Modem Internet Router Telephone Analog Telephone Adapter * There are some limitations to fax support over VoIP. Please consult the fax support guide in collateral section on Insite

31. For Internal Use Only PacketSmart Probe • Device placed on customer LAN • Allows for troubleshooting of voice issues • Provides technicians with network diagnostics • Helps technicians pinpoint problematic devices and network conditions quickly • Key differentiator among BYOB providers

32. For Internal Use Only Professional ServicesIP On-Site Install • Recommended for customers who prefer not to self-install. • The On-Site Install includes a technician going to the customer’s site to: • Install Packetsmart probe between router and Switch. • Unbox and plug-in analog telephone adapter (ATA) (if ordered) • Run ethernet cable from ATA to switch as needed • Unbox, plug-in, and reboot 1 IP phone • Install additional phones on a per device basis

33. For Internal Use Only Internet Access Considerations • Determine overall voice and data bandwidth requirements • Each PSTN voice call utilizes 24K using G.729 codec (e.g. 15 simultaneous calls = 360K) • Fax and High-Definition voice calls (calls between VCE users) utilize 80K bandwidth using G.711 codec or T.38 depending on customer preference. • Verify enough bandwidth to address all voice and data requirements • Ensure Examinet test does not reveal too much jitter or latency • Ensure customer internet is stable (doesn’t go out when it rains), and if it is not, confirm customer can live with a similar impact with their voice services • Customer can utilize Verizon or third-party access • Internet Dedicated Access, QoS feature is recommended • Verizon options: HSI, Fios, Internet Dedicated 1.5M/NxT1, Private IP

34. For Internal Use Only Private IP Access Considerations Benefits • VCE traffic can be prioritized using EF CAR ensuring consistent and measurable voice quality • PIP SLAs on jitter latency and MOS would be supportable for VCE • All voice and SIP signaling will stay on the private network improving the security profile of the service • Increased utilization/efficiency of the customer’s PIP network Technical Considerations • Bandwidth requirements are the same on Private IP as on Internet • You should order sufficient EF CAR to support expected voice bandwidth • The phones will still need to be able to access the Internet for time services (NTP) and to update software and configurations • Calls placed using desktop or mobile clients over data network will be routed to the Internet rather than across PIP network.

35. For Internal Use Only Simple Pricing Structure Select Phone Types Select a Site Type/ # Users If Standard, Confirm # Trunks • Premier • OR…… • Standard

36. For Internal Use Only Pricing Site Type Premier Standard • Premier User • $35/user • Includes trunk capacity • Includes Desktop/Mobile • Includes Instant Messaging and Presence • Fax Station • $10.50/user • Includes trunk capacity Key System Packages 2 line package - $72 4 line package - $140 8 line package - $265 12 line package - $375 Includes trunk capacity • Standard User • $13/user • Standard User • Standard Trunk • $23/trunk User Types (Monthly Pricing) • Standard Mobile Client/App - $1.25 • Standard Desktop Softphone - $1.25 • Receptionist Console - $36 • Call Center Agent/Supervisor - $65/$85 • Unified Communications Apps - $8 • Call Recording - $10 • Add’l Auto Attendant - $25 • Add’l Hunt Group - $10 • Call Queue Agent - $30 • Instant Meeting Moderator - $15 • Instant Meeting Bridge - $10 • Stand Alone Voicemail - $6 Optional Billable Features (Monthly Pricing) • Provisioning/Porting • User/Admin Web Portals • Unlimited Local/LD • 4 Int’l tiers (6/10/25/50 cents/min) • Inbound eFax for all users • Auto Attendant • Hunt Group • Up to 6-way Conf Calls • Music on Hold $50 NRC Provides:

37. For Internal Use Only Field Services Pricing New Installation Services for IP Services (Premier and Standard Stations) • IP Installation and IP Phone Install IP Installation $399 Base Charge • Install PacketSmart between Router and Switch. • Unbox and Plug-in Analog Telephone Adapter (ATA) if on Work Order • Run Ethernet Cable from ATA to Switch as Needed • Unbox, Plug-in, and Reboot 1 or more IP Phones on the Work Order. (1 minimum, others added per work order) IP Phone Install $29/Phone -- Unbox, Plug-in, and Reboot 1 or more IP Phones on the Work Order • Wiring • Ethernet Cable / Drop Wiring as Needed. (30 Day Service Guarantee) • Minimum Charge: $169 - First Hour (Est 2-3 Drops) • $29/Per 15 Min After • Technician Maintenance Dispatch • Dispatch as Needed. Charge based on result of maintenance activity

38. For Internal Use Only Medium Enterprise

39. For Internal Use Only Enterprise Pricing Example 1 Oversubscription could be increased up to 6:1 (from 4:1 in this example) depending on call patterns.

40. For Internal Use Only Phone and Accessory Pricing • Customers have the option to purchase a 3-year warranty on all purchased CPE. • All Leased CPE will be packaged with a 3-year Vz Warranty; Warranty expires after year three. • Lease opportunity includes the PacketSmart device and all Plantronics Headsets. • Shipping & Handling of equipment is a separate charge.

41. For Internal Use Only Other Equipment (CPE) Pricing • Customers have the option to purchase a 3-year warranty on all purchased CPE. • All Leased CPE will be packaged with a 3-year Vz Warranty ; Warranty expires after year three. • Lease opportunity includes the PacketSmart device and all Plantronics Headsets. • Shipping & Handling of equipment is a separate charge.

42. For Internal Use Only Verizon Virtual Communications Express How to Qualify Prospects • Virtual Communications Express has extensive availability nationwide • 90% of all U.S. rate centers • Eligibility: • Successful ‘Check Service Availability’ Result • Site must have working WIRED Internet utilizing DHCP (Dynamic IP addressing) • If new Internet service is ordered from Verizon, it must be installed first. • Sufficient bandwidth for calling requirements Successful result from ExamiNet test • Customer passes automated credit check • Outbound call centers and auto dialer environments are not allowed

43. Typical Implementation Intervals For Internal Use Only • Verizon’s experienced implementation team: • Proactively calls customer • Supports customer during number porting • Provides Tier 1 customer support until install is complete • Assumes optimal customer availability & preparedness; includes phone shipment 44

44. For Internal Use Only Implementation Support • Verizon’s Implementation Team should be contacted if there are questions prior to service activation or, in the case of porting orders, prior to completion of the port. • For number porting or shipping questions, send email to: prov@broadsoft.com. All other questions, email to: virtualcommsetup@one.verizon.com or call: 1-800-287-6235 Select Option “1” Callers are prompted to leave a message and all messages are returned within 24 hours.

45. For Internal Use Only ASIST • Verizon ASIST team will contact all new customers/sites within 24-48 hours after activation to conduct a “Wellness Check”. • This dedicated support is available for the first 20 business days of service, to ensure customers are completely satisfied. Personalized assistance includes but not limited to : • Use of Admin and End-User Dashboards • Use of phone equipment • Configuring Auto Attendants, Hunt groups, and other features. • Process To Engage ASIST Team: • If you receive a call or email from customer needing assistance setting up VCE => check in Rialto under “Customer Service Tool” for the ASIST contact and provide their contact information to customer, but also warm transfer them to ASIST person assigned. • If ASIST member has not yet been assigned or showing, send email to ASIST@one.verizon.com with customer contact information and request for them to contact customer. • If this is a true service/support issue or after the 20 business days, refer them to VCE Support Help Desk: 1-800-287-6235, Option 3

46. For Internal Use Only VCE Repair/Support • Support/Repair is to be contacted post service activation. • All calls are answered by a Customer Service agent who will create a trouble ticket for the customer’s issue. The ticket will then route to the VCE Tier 1 Support team. Tickets are prioritized based on the ticket priority and severity of the issue. • Alternatively, customers may open tickets on the Verizon Enterprise Center • To Create a Ticket: • o Access Verizon VEC at https://sso.verizonenterprise.com • o Go to Quick Task section on VEC Home Page and click on Create Repair Ticket • o In the Service Identifier field, enter the impacted VCE Telephone Number as 1+10 digit number (ex. 15555551212) • If the number entered is correct and system does not locate it, select the option - I entered the service identifier correctly • o If prompted for Service Type select - VoIP • o At Verify Service screen – enter Company Name, Location Country. and Account number - format is (SVXXXXX) SV = Single View Billing • o Complete Contact Information, Site and Access Information, Issue Details, and Questions fields. All fields with a red asterisk (*) must be completed. • Note: When entering Issue Details, first type VCE - in this field, followed by the details • o Click Submit • o A trouble ticket will be generated 1-800-287-6235 Select Option “3” • Billing Questions: 1-800-287-6235. Select Option “2”

47. For Internal Use Only Sales Resources • Quick Reference Document Insite>Virtual Communications Express>Quick Reference • Customer Presentation Insite>Virtual Communications Express>Customer Presentations VCE “Commercial” http://www.verizonenterprise.com/resources/media/large-134327-vec.xml • Solutions Brief Insite>Virtual Communications Express>Solutions Briefs • Customer Fact Sheet Insite>Virtual Communications Express>Customer Fact Sheets • Customer Video Testimonial http://www.verizonenterprise.com/resources/media/large-133996-VCE.xml • Bandwidth Calculator Insite>Virtual Communications Express.>Qualification • Customer Training Website https://customertraining.verizon.com/virtualcommtraining/

48. For Internal Use Only • Customer Training https://customertraining.verizon.com/virtualcommtraining/ End User Guides • Instructor-Led Classes: • VCE My Phone Dashboard • VCE Administrator Admin Guides Training Videos

49. Backup

50. For Internal Use Only Premier Key System Example #1 Doctor’s Office Front Desk Example #2 Retail Store • Offers continuity to businesses with key systems • Incoming calls ring multiple phones • Pick up a line from any phone • 2, 4, 8, and12 line packages can be assigned to up to 35 phones!