Multimedia Communication Server 5100 (MCS 5100) MCS 5100 Release 3 Customer Presentation September 2004 Chris Heywood EMEA IP Telephony Product Marketing

Agenda Enterprise Collaboration – Market Trends MCS 5100 Multimedia services Product Positioning Why MCS 5100? – Sweet Spots - Key Applications & Benefits New Features on Release 3! Lead Customers & Analyst quotes

Market Trends 1. Location Independent Communications are moving mainstream 2. Multimodal Communications offer much needed flexibility SIP Removes Barriers to Access OPEN Any Device Any Time Anywhere Application and Network Aware Business Continuity Real-time Communications Sessions Media Agnostic

Market Trends 3. Collaboration is expected to be actively deployed in most Enterprises within the next two years Nemertes Research, Getting a Grip on Collaboration

Nortel Networks Introduces … MCS 5100 Gives user control of their communications Changes wait-time…to productive time Easy-to-use and cost effective user mobility ….Communications convergence with dynamic services Nortel Networks heritage brings ultimate reliability (MCS 5200) Nortel Networks heritage brings ultimate reliability (MCS 5200) Applications Commercial Server Platforms Multimedia Engaged Business Applications New Multimedia Communications and Collaborative Services for the Enterprise

Multimedia Communication Portfolio Positioning Optimised for up to 15,000 IP Users Scalable to up to 15,000 IP users Business Communications Manager Communication Server 2100 Communication Server 1000M Communication Server 1000E Optimised for 100 to 1,000 IP Users Communication Server 1000S Multimedia Communication Server (MCS) 5100 Real-time communications Productivity, Collaboration and Mobility Scales from 50 seats to 10s of thousands

MCS 5100 delivers solutions in a Multi-vendor environment End to end VoIP VPN capabilities Network based routing provides ability to ring two phones at once One phone native to PBX Other device native to MCS 5100 Hybrid desktop provides Multimedia collaboration PC and Web clients redefine mobility, productivity Meridian1 BCM CS1000x 3 rd Party SL-100

MCS 5100 Deployment Model Enterprise SitesMobile CS 1000x BCM Meridian 1 or 3 rd Party PBX VPN Tunnel H.323 – CS x, BCM 3.5 SIP – CS x, BCM 4. x PRI to SIP Gateway Enterprise Data Network A single* MCS 5100 is Designed to provide centralised collaboration services to an entire enterprise. Presence Conferencing Video Instant Messaging Peer to Peer File Xfer Web-Push with AutoWeb Web Client Personal Agent

Real-Time Multimedia Communications Recognized Standard For Business Communications Industry Standard SIP Interface Multimedia Services Convergence CS 1000M Meridian 1 CS 1000/E BCM SIP Phones & PDA CS 2000/2100 Unified Messaging CallPilot IVR MPS 100/500/1000 MCS 5100 Industry/OEM Gateways, Apps, & Servers

Convergence Benefits What are the key benefits of convergence? Reduced operating costs Simplified administration Improved customer service Increased employee productivity EfficiencyEfficiency AgilityAgility ProductivityProductivity CompetitiveEdgeCompetitiveEdge Enterprise Momentum AgilityAgility

Why MCS 5100? Increase Productivity Collaboration Tools & ease of use Improve Mobility Soft / Web / mobile clients Speed Up Decision making! See whos available - Presence Connect with confidence – IM / Personal Agent Shrink your travel costs & time wasted Virtual meetings from desk

Presence Management Personal Agent Directory Click to Call Call Logs Call Screening IM screening and routing Picture Caller ID Application Building Blocks PersonalisationMultimedia Desktop Video Conferencing Instant Messaging / Chat Multimedia Conferencing Web Application Collaboration Find-me, Guide-me Simultaneous Ringing Sequential Ringing Mobility On the Phone Enriching the Communications Experience Personal Control of the Communications Experience Services Anywhere, Anytime

MCS 5100 Target Applications Distributed Workforce and Mobility+ Converged User Desktop Conferencing Meet-Me and ad-hoc conferencing Voice, video, data (R3 *) Collaboration Instant Messaging Instant Messaging chat White boarding File sharing & Web page push/pull Web Collaboration (R3 *) Custom Applications Programmability tools, interfaces & inter-op labs Personal Agent Flexible Access Multimedia PC Client Current Phone

Intuitive, Productive Communication Real-time reporting of Presence Connected / Offline Active / Inactive On the Phone Away from desk, Out to lunch etc. Check status & availability before contacting others Identify best people to contact Choose best media to use Communicate while busy Urgent multi-tasking

Enriches conversation and improves productivity with integrated communication and collaboration tools Collaboration Tools Video (/Conferencing *) Instant File Transfer Web Push & Co- Browsing Presence Enabled Friends list Instant Messaging (including IM Chat, IM Broadcast) Whiteboard (and Web Collaboration *) Voice /Conferencing

Challenges to Connecting Employees Cost control High travel expenses High mobile telephone cost Cost of second voice only lines for remote employees Difficulty to access key employees Lack of unified access to Instant messaging File sharing Presence Conferencing Collaborative services

Connect Employees Solution VOICEFAX Meet-Me Media Conferencing Mobilty Personalized Multimedia And Collaboration Unified Messaging MCS 5100 Telecommuter Blue Ribbon Award Single Interface to collaborative applications Mobile employees communicate just like being in the office Easy access to key employees Native reservation-less conferencing

Mobility – Personal Agent Personalised Call Routing Simultaneous / Sequential calling of multiple devices Web-based Networked Address Book Networked Friends List Persistent Call Screening CLID Address book nickname Time of Day Screen Until "x" time Call blocking or route to voic for anonymous calls IM screening and routing Click to Call Multimedia Personal Call Assistant

Mobility – Web client Anywhere, Anytime Log-in from any PC using the SIP Multimedia Web Client All The Services You Have In the Office! Access your communications network from any Internet hot spot or dial-Up Work At Home From Hotels Visiting Other Offices At Customers Sites From Airports MCS 5100 wins "Best of Show" at INTERNET TELEPHONY Conference & EXPO Miami 2004

Mobility Savings Soft Savings: Time to decision- making Flexible work environment Time management = productivity Personalisation and streamlined communications = reduced voice mail clutter and repetitive tasks Hard Savings: No separate home office Line Reduce Calling Card costs Reduce Cell phone costs Reduce hardware expense Touch-down locations share IP Telephones Reduce relocation costs

Creating the Inter-Human Web Converged IP Communications: Data, Telephony, Multimedia Mobile / Wireline Service Provider Enterprise Value Chain (Supplier, Partner, Channel) People to people People are names; calls are URLs Services available anytime, anywhere Much simplified user interfaces

Meet-Me Media Conferencing Scaleable Reservation-less Conferencing Personal conferencing with personal dial in number or SIP address Secure conference password, per conference password and Chairperson PIN code Visual notification via Instant Message of conference events Participant waiting in queue, Entering or leaving the conference, Transfers to another number Instant Message Chat built in Soft DSP technology reduces cost and footprint versus TDM in-house Meet me media services Also, Premium audio conferencing option - Designed to provide improved audio quality in networks where Digital Subscriber Line (DSL) and cable modem services are prevalent. Conference Bridge Dial In: Access Code Monday, March 24, 2004 Instant Messaging

Collaboration – Video Calling Increase employee productivity Reduce travel costs Improve customer care … Affordable Desktop Video calling

Video Conferencing * New application running on same Media Application Server as existing Ad Hoc or Meet Me Audio Conferencing Video enable the existing conference servers … Affordable Desktop Video Conferencing *Fast Feature – trials end 04

H.263 open standards based Video * What does this mean? Currently, MCS 5100 PC and Web Clients use the DivX video codec Introduction of H.263 video codec on MCS will allow for integration & interop testing with other vendors video conferencing systems Nortel and Polycom have already made an announcement concerning joint development & interop tests; customer trials for later 2004 * At present, support for H.263 video codec is for point to point calls only, as a R3. x fast feature Note. Video conferencing – another R3. x fast feature – will continue to use the DivX video codec for time being Note. DivX is a standards based video codec, but not widely used by video conferencing / telephony vendors - most of which have standardised on H.26x video codecs

Web Collaboration * Web Publishing of information … Powerpoint, Word or Excel as JPEG files Application Sharing … True sharing of any application from desktop Between multiple users, building on a meet me audio / video conference call Chairperson updated as each person joins IM Chat also possible on the conference Control can be passed between users Non MCS users can access multimedia via URL, audio via meet me bridge on phone One same access code for both media sessions *Fast Feature – trials end 04

Collaboration and Conferencing Savings Hard Savings: Operation savings of up to 86% versus outsourced conferencing VERY easy to take monthly outsourced conferencing bill from customer and build a business case … Soft Saving: Accelerate team collaboration Reduce travel expenses Control monthly expenses Deliver media services, and visual conferencing tools Time to decision-making Flexible work environment Time management = productivity Personalisation and streamlined communications

SIP/PRI Gateway to ANY PBX (Succession 1000/1000M) MCS 5100 H.323 Gatekeeper Signaling Server Converged Desktop Phase I Calls coordinated with PC Client Current Phone handles voice, PC Client handles Multimedia Events on one device cause status updates on the other Multimedia PC Client BayStack 460 Current Phone Existing PBX MCS 5100 Rel2

Call Server 1000x R4 Network Redirection Server (NRS) Converged Desktop Phase II Phone handles voice, PC Client handles Multimedia Events on one device cause status updates on the other, including Presence CallPilot on PBX => MWI to MCS users Multimedia PC Client BayStack 460 Current Phone MCS 5100 (Rel3) SIP signalling

Transforming The Communication Experience CS 1000 R3.0, MCS 5100 R1.1 & 2.0 Peered system PRI & H.323 Trunking interface Synchronised screen pops CS 1000 R4.0, MCS 5100 R3.0 Tightly Integrated solution => SIP !! Single user, single experience Business Telephony & Multimedia SIP services Investment Protection Audio on PBX device, multimedia (presence, IM, video, collaboration) on MCS PC Client Converged Desktop Phase II Coordinated telephony/multimedia Existing telephony & full multimedia features Converged Multi-Media Desktop Solution

Converged Desktop Call Converged Desktop A CS 1000 MCS 5100 Converged Desktop B CS 1000 CS 1000 Desktop A Calls B, Audio through telephone - CS 1000 Business Telephony Feature Set - Analog, Digital, or IP Sets – Investment Protection SIP SIP Signaling between CS 1000 & MCS MCS Updates Presence On the Phone - Outgoing Call Log started MCS Launches Screen Pops - Picture CLID - Multimedia Collaboration - Video - Incoming Call Log, Presence SIP Signaling LAN/WAN Direct Media Path (TDM or IP)

Converged Desktop Users benefit from new productivity and mobility enhancing tools without loosing existing phone features Users continue using services with familiar handset, no costly retraining Retain investment in Telephony infrastructure and evolve users overtime MCS 5100 Converged Desktop Benefits Hard Saving: Multimedia communications at a low entry cost No LAN upgrade Evolution of existing Telephony infrastructure Mobility savings for users Soft Saving: Retain & augment voice services IP without the Risk Evolution, not revolution No rip n replace User mobility, flexible working Time management = productivity Communications control & Personalisation

PC Client (C++ Version)* Re-architecture of the PC Client (C++) to optimise memory size and utilisation, to improve performance and end user experience Some features on new client only: Distinctive ringing on per user basis Separate paths for tones and audio (as per i2050) Support of newer Nortel USB headset with call control buttons And also Client Application Programming Interface Theme Developer Kit H.263 Video *Fast Feature – trials end 04

Theme Developer Kit * Allows service providers to create a unique theme / view of the PC client for their own customers Images Size and location of controls (can hide controls; cannot add NEW controls in initial offering) Colours, fonts, text strings Sounds (change from defaults) Requires R3.0 MM PC Client to be installed on machine, reuses components of same *Fast Feature – trials end 04

PC Client APIs * Purpose of PC Client APIs is to allow 1 st party type interaction between MCS 5100 SIP PC Client and other applications The PC Client API is a portable, object oriented API for C / C++ based computer telephony and multimedia applications Not limited to Microsoft / Windows applications … The Client APIs will enable a third party application to invoke MCS client services such as Basic calls Instant Messaging Presence *Fast Feature – trials end 04

MCS C lients Multimedia PC Client Enterprise desktop interface to MCS 5100 client services Web Multimedia Client Browser based interface for increased Mobility PDA Client Supports small footprint devices (PDA interface) i2004/2 IP Phone Support for Nortel i2004 and i2002 Internet Phone Support for 3 rd party SIP devices planned via Nortel interop labs i2004 IP Phone PDA Client i2002 IP Phone 3rd Party Sets Interop-Lab Multimedia PC Client Web Client

Call Logs Simple Call Management Click to return call or send IM Online Directory Real time call handling options Caller ID with Name & Picture Instantly create a conference call Call Control Window Mid-call options PC Client Status Window Integrates with MS Outlook and other directories Complete communication control at your fingertips Click-to-call, IM or

Conferencing, Instant Messaging, Application Sharing Real-Time Multimedia Communications Multimedia Communication Server (MCS) 5100 Delivering real value to the enterprise Productivity & Personalisation Mobility Collaboration Simplicity Converged Desktop Personal Agent – Flexible Access Current Phone Multimedia PC Client

What the Analysts say The key sales driver in the enterprise communications market today remains infrastructure competence. But customer expectations are evolving, and it will almost certainly be applications competence that wins business in future years. Leading-edge systems like Nortel Networks MCS 5100 are becoming critical differentiators. Presence-aware, multimedia collaboration systems like MCS 5100 take full advantage of the unique capabilities of packet- based communications. And Nortel Networks early efforts to deliver a standards-based solution with short-term ROI should get the attention of forward-thinking customers. Jerry Caron, Senior Analyst, Current Analysis

Nemertes Research 2003 Integration is critical for collaboration tools to be more than just another application within an enterprise, and instead become a workplace-changing technology. We believe that the desktop of tomorrow will be focused around instant messaging, audio, video and Web conferencing, and online workspaces, but only if the technologies all work together. As companies increasingly assess their network-convergence projects, they seek vendors who support open standards and provide for a hybrid migration strategy. Nortel Networks is well- positioned to meet those demands, giving companies the option to gradually migrate traditional voice and video traffic to a single IP network to leverage SIP multimedia applications. Robin Gareiss, Principal Research Officer, Nemertes Research

Most recent EMEA customer wins National Oilwell will use the MCS5100 to offer mobility, the ability to work from your office anywhere, to their workforce. Users will have the status of the members of their virtual work teams by use of presence and IM National Oilwell is based in two main sites and many small sites in Norway and Houston, USA Customer quote: "Nomura International plc will be piloting the collaborative tools and assessing their potential to assist its business globalisation as well as its remote working capabilities. The features being reviewed closely include Soft Phone, Presence, Multi-media Conferencing and Personal Call routing."

FedEx / University of Michigan FedEx Institute of Technology, Nortel Networks to facilitate 'Workplace of the Future' with MCS 5100 – 6 th May 2004 Nortel Networks and the FedEx Institute of Technology at the University of Memphis are working together to facilitate the "Workplace of the Future," where advanced collaborative capabilities are expected to make it possible for tomorrow's leaders to reach out virtually 'anytime, anywhere' to tap the resources and expertise they need to succeed. Our work with Nortel Networks will enable us to further our goals of creating the Workplace of the Future, where we will showcase ways our students and faculty can collaborate to a much greater degreenot only among themselves but with our external research partners as well. James M. Phillips, Chairman, FedEx Institute of Technology

Erlanger - Healthcare Convergence is taking us leaps and bounds above what other hospitals are doing. Our strategy has been to test these exciting new technologies with technology-literate users to help us determine the best applications and usage among all our users. The innovative features and functionality of the MCS 5100 mean we can provide new tools for lots of people. John Haltom, Network Director, Erlanger Health System

Global Lead Customer Monster.com SIP is hip at Monster.com com/news/2004/0126i nfmonster.html MCS 5100 has been used by the technical teams in the U.S. and has worked great. We are deploying in the Prague office. We see SIP as a driver for increased user mobility and collaboration. We can expand our footprint and service coverage without todays limitations or costs due to travel. We recognize that the communications landscape is rapidly changing and that we have to offer the latest technology to our employees that can dramatically improve the way they interact. Nortel Networks Multimedia Communication Server (MCS) 5100 provides the most innovative set of applications to deliver truly consolidated, multimedia capabilities in a well-designed comprehensive solution. Brian Farrey, President, Monster Worldwide Technologies

Nortel Networks Value Proposition Deliver personalized, easy to use multimedia services that provide individuals with the freedom to communicate naturally, without the restrictions of location, access type, or media. Seamless Integration of Telephony with Video, Collaboration, and Presence to Deliver Next-Generation Communication Services

Backup / Substitute

Try before Buy 60 Day Test Drive End customers offered 60 day free trial of MCS 5100 hosted off Nortel Networks system 4 x PC clients for end customer, 4 x PC clients for NN and channel SE and Sales Managers Formal process based on sales opportunity Published firewall and NAT policy requirements

From:To: Communications are Changing

Target Markets Ideal customer profile Multiple sites Mobile workers Home workers Culture that supports flexible working Requirement to collaborate across dispersed teams Heavy usage of external conference bureau services Target verticals Finance Healthcare Manufacturing Professional Services eg Law Education

Positioning MCS 5100 in the Collaboration Market Many niche solutions on the market from specialist vendors of instant messaging, collaboration, video etc None offering the same integration with business telephony or full suite of services Rival vendors announced SIP capabilities None can deliver full suite of MCS services Many are stories of future capability, MCS 5100 delivers today

MCS 5100 – The Competition MCS 5100 will compete against new competitors whos software base products have evolved with specific functions targeted to a specific audience. MCS 5100 is a total integrated solution providing central management and control while being able to deliver advanced forms of communications. No other single software or hardware vendor today is able to deliver the same level of capability and scalability as MCS 5100.

MCS 5100 Competitive – An entirely new landscape! Telephony Vendors – The Traditional Players Siemens OpenScape – A Instant Messaging and Collaborative software application leveraging Microsoft Real-Time- Communications server. Much less scalability than MCS (

Why Nortel Networks Complete solution Business communication services over secure, converged network infrastructure Integrated communication services Multimedia: unified messaging, collaboration Contact centre and self service Business telephony Deployment flexibility Enterprise or hosted solution

Efficiency through collaboration Business Problem Functional Processes Time estimated for process using traditional communications Time estimated for process using Unified communications Improvement Collaboration while travelling or working from home Responsiveness to collaboration and workflow documents 30 to 60 min/day15 to 40 min/day 35 to 50 % Primary enhancements include More efficient notification of ongoing workflow by reducing access time Connectivity improvements SOURCE: Yankee group Efficiency Chart

Sales Tool ROI Calculator Example: MCS 5100 system used to provide in house conferencing services to 1000 users using 100 conference bridge ports 20 mins per day per user usage = $1M savings over 3 years – enough to fund LAN upgrade!

Our Strategy business without boundaries Our Vision the engaged enterprise for customers, partners and employees One Network protocol, infrastructure, service and application convergence A World of Choice private, managed and hosted solutions Open extensible, agile and standards-based Adaptive Clients Engaged Applications SecuritySecurity ManagementManagement Communication Services Data Networking Architecture for the Converged Enterprise (ACE)

Nortel Networks delivers capabilities that transform the way employees, partners and customers connect and communicate ACE Communications Services Data center services Intelligent load balancing Content-aware application switching Content distribution services Storage-aware intelligence Network-based services DNS and DHCP IP Mobility Location-based services Directories Business Telephony Telephony call processing Wireless gateways Media gateways Web app gateways Network gateways Open APIs Rich Media Video Web collaboration IM and chat Unified messaging Personalization Presence mgt Media conferencing Mobility Open API (incl XML) Customer Contact IVR Speech apps Web-centric self-serve Skill-based routing Multimedia transaction handling Real-time historical reporting Open API (incl XML) Communication Services Adaptive Clients Engaged Applications SecuritySecurity ManagementManagement Communication Services Data Networking

MCS 5100 Release 2.0 (Includes Release 1.1) Calling Name, Number, Picture Sim Ringing, Seq Ringing Dynamic Call Handling Advanced Call Management Call Hold, Transfer, Conferencing Call History/Logs Click-to-Call Private, National, International Dialing Plans Point-to-Point Video Telephony ManagementClients Applications SIP Personal Call Agent – Advance Call Mgt. i2004 PC Client WEB Client 3 rd party terminals i2002 GIPS (soft clients only) Microsoft Messenger I/W (Win. XP only) Usability Improvements Succession MX / Periphonics SIP based - Voice Activated Corp. Directory Automatic Presence Network Address Book Voice Mail & UM I/W Instant Messaging Collaboration – File Share, Web Push/Co- Browse Media Application Server – Adhoc Audio Conf./Meet Me Audio Conf. Platform SUN Fire V100 Server (rack mountable) Redundancy/ Scalability Audio Conf.Server Server Overload Controls Media Application Server Intuitive User Interface Major, Minor, Critical Alarms User Self Provisioning (i2004, i2002 & Call Agent) Provisioning options, by user & bulk User Profile Mgt. Element Mgt. Configurable Diffserv QoS XML-based billing Keycoding – Ph 1 Call ManagementSIP Services Enterprise Multimedia Browser Based Compact Footprint User Interfaces Interworking Nortel Networks CPE interworking via 3rd Party SIP CPE Gateway - FXO/FXS - PRI GW Nortel Networks Unified Messaging Interworking - Call Pilot (Audiocodes T1 CAS / SMDI) 3 rd Party Voice Mail & Unified Messaging interworking - Protocols PRI/SMDI & SIP H.323 Gatekeeper (Native CDP/UDP) Status: GA

MCS 5100 Release 3.0 Beta: May 04 GA: Sep 04 Beta: May 04 GA: Sep 04 Professional Assistant services Music on Hold Announcements Call Park/Retrieve Telephony Management Clients Applications H.263 video support in soft clients * PC Client enhancements Auto upgrade Firewall detection Global address lists Programmable keys Speed dial Presence change notification IM Call forward PC Client size optimization (C++) * IM enhancements IM Chat IM Screening and Routing Ad-Hoc and Meet Me conferencing enhancements on MAS Converged desktop Phase II Network based Call Logs on Personal Agent Personal Agent Usability Enhancements Desktop HTML integration with i2004 internet telephone Video Conferencing (ad-hoc & meet-me) (SIP based w/limitations)* PC Client customization SW developer kit* Platform SUN n240 and v240 platform introduction High Density MAS Platform SUN n240 Introduction with H.323 Gatekeeper Enterprise micro system System backup and restore Quality, robustness, capacity improvements RTP Media Portal Platform Enhancements SUN JVM upgrade Security hardening Phase II LDAP Phase I OSS release delta documentation Serviceability enhancements Re-IP Backup and Restore 911 zoning Provisioning enhancements RTP Media Portal Selection & Insertion Keycoding – phase II Interworking SIP Trunking to M1 / CSE1000 Translations & Routing Enhancements CLID restriction Call Forward restriction multi-TON/NPI support on single trunk group * - Denotes Fast Feature (see Fast Feature POI/POR for details) Status: POR

Personal Agent – with minimal trunk usage RAN configurable for caller while call routed by PA Terminating Screen Pop with Succ Termination Originating Screen Pop with Succ origination Collaboration independent of orig. device Call Log – Incoming Call Log - Outgoing Picture Calling Line ID Collaboration (IM, File Xfr, Wht Brd, Web Push, Clip Xfr) Presence – non telephony related Presence PC Voice Client usage Presence Succ telset Trunk Usage Click to Call PC Client – including ringing Succ 1000 desktop Click to Call Succ Desktop Answer/Orig Calls on PC Client Video - PC Client to PC Client Video – coordinated with Succ Desktop CDR Record Coordination Voice Mail Support on Succ 1000, incl. MWI on PC Client Configuration requirements works works with limitations does not work Succ 3.0 & MCS & 2.0 Converged Desktop Features SIP – Succ 4.0 & MCS / Converged Client 2/ Peered Client Convergence Method 1/ PC Client

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Data Voice Video Storage Secure, Resilient and Mobile Application Awareness Data Networking Contributes to Convergence Separate networks converging – sharing resources, lowering costs, enabling new applications and services What Is Convergence?

Cross Portfolio End to End Strategy Enterprise/Carrier Managed Carrier Hosted Common Desktop Applications Transmit Receive MCS5200 Business Telephony IP H323 Gatekeeper Meridian 1 (IP Enabled) DMS (IP Centrex) Terminals Applications Multimedia IP IP VPN Gatekeeper CS2K Maximises Customer Choice Provides Support & Service Synergy S1000 / M MCS5100 Multimedia IP SIP Gatekeeper

MCS Custom Application Services - Virtual Kiosk Interactive Video Announcement Video playback with voice prompts Multimedia Playback capabilities Video playback based on command (speech recognition) Content pushed to provide added information (via web push) Transfer to live agent when ready

Other App Servers "Peer SIP" enables multi- vendor SIP strategies Access to application specific API (JAIN SIP, Parlay, etc.) Access to application environments (WebLogic, WebSphere,.NET, Net6) & Nortel Networks Portal Solutions Clients Choice of user interfaces Support of standard protocols Support of open APIs MCS Custom Application Services Programmability Overview The MCS 5100 Programmability environment providing tools, interfaces & inter-op labs Services based on standard open mechanisms Open APIs & interfaces include SIP, CPL, HTTP, JAIN, Parlay, VXML, SOAP, CCXML, SALT Open interface strategy on key solution components Client Interfaces SIP Application Server logic Media Application Server multimedia building blocks Third Party Application Servers Intelligent Interfaces Media Application Server Multimedia building blocks Create multimedia services Open interfaces SIP App Server Logic Services implemented by routing to peer SIP functions CPL scripts invoke customized logic of services Access to advanced SIP features (Presence & IM) SIP API SIP API

Integrating Communications into Business Workflow Process Engaged Business Anticipatory Media- Adaptive Media- Adaptive Time- Critical Time- Critical Engaged Application Engaged Application Contact us urgently Engaged Application detects sales rep is available on mobile phone Sends ticket message to mobile phone Engaged Application detects sales rep is available on mobile phone Sends ticket message to mobile phone Image of transaction Sales rep gets message – text to speech Requests more information to be sent to his PDA Sales rep gets message – text to speech Requests more information to be sent to his PDA Now has all information needed for meeting Customer Support ticket raised at front desk