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1. NICE LEARNING BREAK VoIP in Public Safety www.nice.com

2. VoIP in Public Safety • There are an estimated 2.5 million residential VoIP customers just in the United States • This number is expected to grow to 9 million by 2008 • Only about 1/3 have 9-1-1 service! • Those that do may not have their calls properly routed to the 9-1-1 lines, and most do not have location information attached • VoIP is growing considerably throughout the world

3. VoIP in Public Safety • Residential VoIP users • Millions of users right now! • 9-1-1 calls are converted to TDM and connected to the PSTN by the VoIP providers and then routed to the PSAP • VoIP used for admin lines in the PSAP • This is prevalent in new or consolidated centers • Since they are already going to install a LAN, sometimes it is more cost-effective to use VoIP phones • Hampshire Constabulary • All-VoIP PSAPs • Greater Manchester Police and Cheshire in the UK are all-VoIP PSAPs! • Inbound 9-9-9 calls are still routed to the PSAP as TDM, then converted at the PSAP to VoIP • All-VoIP all-over • Eventually, VoIP will likely replace TDM • PSAPs will be taking all calls via VoIP • This is many years into the future, due to technological as well as fiscal challenges

4. VoIP Challenges • Residential VoIP users • Not all calls are properly routed to the emergency lines • Even fewer have proper location information (ANI/ALI) • VoIP used for admin lines in the PSAP • PSAP infrastructure and vendors may have difficulty supporting a mixed telephony environment (TDM and VoIP) • VoIP is complicated • All-VoIP PSAPs • VoIP is complicated! • Lack of VoIP experience with PSAP equipment providers • Funding • All-VoIP all-over • Funding • Smooth transition from TDM to VoIP will be challenging Funding!

5. IP and VoIP Basics • Internet Protocol is a set of protocols that enables file sharing, shared printers, email, the www, and various other applications • Voice over IP (VoIP) is the transport of voice traffic by using IP • Does not automatically mean Voice over the Internet • Currently, the internet is not structured for controlled access and bandwidth, which could affect Quality of Service (QoS) • IP means that traffic is broken into small packets, or sections of data, to be routed individually • Each packet has a header with various information, including the destination address Traditional circuit-switched signal 10011010010111010 Header 1001 Header 1010 Header 0101 Packets

6. Typical Circuit Switched Network (TDM) Receiver A Sender A A A A Circuit Switch Receiver B B B B Sender B Circuit Switch C C Receiver C Sender C C Circuit Switch

7. A1 A1 A2 A2 A3 A3 A4 A4 C2 C2 A1 A1 C1 C1 C2 C2 IP Network Reassembly is done by VoIP appliances (phones) Receiver A Packets Sender A Receiver B B A4 B A2 C1 A3 B Sender B Packet Switch Packet Switch Receiver C Sender C Packet Switch Some equipment not shown for clarity

8. Why Voice over IP? • Lower equipment cost – replace proprietary switches with open interface PCs and network equipment • Lower cost of ownership – lower maintenance costs • Integration of voice and data applications – people want to communicate in many ways • Circuit switching is excellent for voice, but is expensive and is not well-suited for anything else • Administration of MAC (Moves, Adds, Changes) is very easy and no cabling involved • Lower bandwidth requirements – greater compression options • Supports user mobility • Widespread availability of IP – it is practically everywhere

9. IP Traditional Telephony SITE1 SITE2 PBX PBX TDM Trunks TDM Trunks VOICE TDM Tie-Line Traditional Phones Traditional Phones DATA Router Router

10. IP IP Telephony SITE1 SITE2 PBX Gateway TDM Trunks Call Control Traditional Phones IP Phones CONVERGED VOICE & DATA IP Phones Router Router

11. Residential VoIP Customer Premises Customer Premises DSL, cable, etc DSL, cable, etc Non-emergency PSTN Emergency Gateway PSAP Call Control Provider Premises

12. CO PSAP with Mixed TDM/VoIP PBX TDM Emergency Lines Console Phones Admin VoIP Phones Admin Lines Gateway Call Control

13. Signaling Voice VoIP Basics: Key Terms and Concepts • PSTN – Public Switched Telephone NetworkFor example: MCI, British Telecom, Telefonica, NTT… • Voice Gateway – Converts PSTN trunks to IP • Call Control and Admin – “brain”, “map”, “manager”… (a.k.a soft-switch, CallManager, Media Server…) • VoIP Audio • The actual voice converted to IP packets • RTP (Real Time Protocol) • Compression (G.711, G.729, G.723.1) • VoIP Signaling Protocols • Used to initiate VoIP calls • H.323 (used by Avaya) • Skinny (Cisco proprietary) • UniStim (Nortel proprietary) • SIP (Session Initiation Protocol) • IP phones are simply connected to the LAN(Local Area Network) Call Control Gateway IP TDM Trunks IP Phones LAN

14. VOIP IN PUBLIC SAFETY Recording VoIP

15. VoIP Recording Methods Traditional recording for IP environments: • Traditional trunk-side tapping • Traditional, using observation VoIP recording: • Passive VoIP recording • Active VoIP recording Note: Not all methods are available with every VoIP telephony vendor

16. Trunk-side Recording • Loggers tap the trunks connected to the enterprise • Only external calls (in/out) recorded • Can record all phone types • Investment protection when migrating or adding IP phones in a traditional environment • Does not support migration to IP trunks • Available with all traditional vendors IP Phones Gateway TDMTrunks Network Switch Traditional Phones Trunk-sideLogger

17. Recording using Observation • Suitable mainly for QM recording • Loggers connect directly to the gateway • Utilizes silent observationmethods to obtain the audio • Available with Alcatel, Aspect, Avaya, Nortel, Siemens • Can record all phone types • Investment protection when migrating or adding IP phones in a traditional environment • Mono recording only (no analytics) • Limited scalability IP Phones Gateway TDMTrunks Network Switch Dedicated lines Traditional Phones ObservationLogger

18. Passive VoIP Recording • Recording based on network switch mirroring / “sniffing” (SPAN) • Available with all vendors • Records external andinternal calls • Records only IP phones • Overhead for the network administrator due to requirement for mirroring in all switches IP Phones Gateway TDMTrunks Network Switch Traffic mirroringby the switch VoIPLogger

19. Active VoIP Recording • A replica of the audio is sent to the Logger by either the gatewayor the IP phones • Enables centralizedrecording of a distributed environment • Examples: Avaya CMAPI, Nortel Duplicate Media Stream, Cisco conference-based recording (others will be introduced in 2006) IP Phones Gateway TDMTrunks Network Switch Standard network connection VoIPLogger

20. NICE VoIP Offering • Hardware + software option (N+1 only) • Uses a normal NiceLog box, although the motherboard and connectivity are different • Software only option • Customers can use any server conforming to specs in the price book • Price is less (obviously) • Compact NICE VoIP Logger – analogous to NCF • Records up to 32 channels • Priced much less than standard • Software only • NICE VoIP Logger – analogous to NL • Records up to 250 channels • More channels are available via commitment • Both static and dynamic IP addresses are supported • CTI is available for Avaya, Cisco, Nortel, Alcatel, Aspect, NEC, Siemens, and others. Mitel coming soon.

21. VOIP IN PUBLIC SAFETY NICE VoIP Differentiators

22. Patented NICE VoIP Solutions – The Smart Choice • NICE is the only vendor with the experience and technology to provide a mission critical VoIP solution • Invented, pioneered and patented VoIP recording technology • Provides the highest investment protection • Offers the most advanced suite of applications in the market • Is fully aligned with the vision and architecture of leading IP vendors (Cisco/Avaya/Nortel) • Has the best global support and service • We are currently replacing numerous Witness (former Eyretel) solutions at Cisco’s request!

23. Mission Critical • Despite what competitors say, VoIP recording is very complicated • NICE is the only recording vendor with proven, extensive experience in mission critical solutions • 20 years of market leadership in compliance and liability recording • Many years experience with numerous VoIP customers • Provides compliance and liability solutions to the world’s top-10 banks, and most of the trading floors in the world • The provider of unique, patented redundancy solutions • We avoid placing traditional and VoIP in the same box, due to complexity and processor capabilities

24. Investment Protection and Lower TCO • VoIP is an integral part in the unified NICE architecture • Uses the same infrastructure and applications across all TDM and IP environments, unlike most competitors • NICE architecture is uniquely designed to allow sharing components between VoIP and TDM • Applications • Administration • Archiving • reporting and interaction analytics

25. Investment Protection and Lower TCO • Benefits for the PSAP: • Allows for a gradual migration from TDM to pure IP or hybrid environment • Shares components and existing investment across all environments • Scaling and adding capacity becomes a simplified straight-forward process • Reduces storage costs due to efficient compression for TDM and IP

26. Alignment with IP Vendors’ Vision and Architecture • Offering smooth implementation and integration - NICE solutions are certified by leading VoIP telephony vendors (Avaya, Cisco, Nortel, Siemens, Alcatel, Aspect…) • NICE complements the vision of leading telephony vendors • Cooperating with Cisco on integrated voice and video solutions for “Branch of the Future” - the future of retail banking

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