Red - no support of this feature Amber - partial support of this feature Green - complete support of this feature. Cisco Systems

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1 Attendant Console Portfolio Red - no support of this feature Amber - partial support of this feature Green - complete support of this feature Cisco Unified Attendant Console STANDARD Cisco Unified Attendant Console ADVANCED Cisco Systems Andtek AND Attendant Console 5.x CC Operator Console Arc Pro Attendant Console & Helpdesk Suite 6.1 Comments CUCM 11.5 CUCM 11.5 support CUCM 8.x - 11 CUCM 11.X Supports CUCM to 11.5 Installation Installation Wizard via installation EXE package to PC user. CUCM and CUP connection details are required in order for a full installation to be up and running in a few minutes Web based configuration with hook into AXL SOAP engine to configure CTI devices Linux based Server with Preinstalled Install Master (wizard) for server and applications. JTAPI Connection to UCM database first-time setup and/or migration. Install wizard includes server prerequisite checking at point of install, upgrade or migration. Client installation by way of packaged MSI, deployed centrally to server via shortcut, or direct to FAT client via collection management. Please refer to installation manuals on EICC extranet. NEW Provisioning Wizard provides easy installation of consoles, agents, directory sources, CTI connections, queues, console profiles and resilience. This allows set up of a basic system in around 1 hour. Upgrades are also made easier from and above. The full application installation and configuration options remain in place and these must be performed by trained reseller or Arc. Improved server installation process. Configuration Utilises TSP, AXL to connect to the CUCM to pull directory and set up TSP connection. No server required so significantly simpler installation Enhanced web based installation process based on CUBAC Web based configuration by accredited engineer (Partner/enghouse) Manual implementation process by accredited EICC support and partners, or their resellers. Direct regional Enghouse Services engagement also available. By Enghoue Accredited partner Remote installation is common, but where discovery and training is required, often an onsite resource is sent to deliver consulting, installation and training s. Supported by Cisco TAC (level 3 escalation to Arc) Cisco TAC (level 3 escalation to Arc) Andtek or Enghouse Support Contract (migrating all to Enghouse support contracts) Various NEC, Cisco, Avaya and MSFT Enghouse Support Contract channel relationships are leveraged. SLAs are supported by regional Enghouse Support and Services Teams, based on a tiered maintenance cost structure. Other comments No upgrade to Cisco Unified Attendant Console Advanced No upgrade to Arc Pro No upgrade Path to Arc PRO Current supported version as of August 2014 User interface features Variable icon size No N/A Variable font size - in key panels only No Enhanced user interface (icons, sizings, No No - partly No palette) Dual line extended contact directory view No No No Directory contact preview pane configurable No No No Directory contact notes pane configurable No No - partly

2 Directory contact absence pane No No configurable Call History Panel configurable No No No No Call Park Panel configurable No No No Drag and drop column layouts No No Server based client preferences No No, partly Panel undock and dock back capability No No No No Accessibility support - using Windows screen reader and with some documented caveats, JAWS scripts - Partial, Jaws Queue features Queues supported No - restricted to 50 queues. Unlimited, with complex DNIS and CLID pattern matching Configurable queue names and priority Not applicable Show all calls in all queues option Not applicable yes Queue salutations Not applicable Show & pick calls from each Queue Not applicable Call Delivery - longest waiting Not applicable No Call Delivery - circular Not applicable Queue wait time overflow (maximum wait Not applicable - partial, non standard time overflow) configuration Queue limit overflow (# of calls) Not applicable Operator overflow (# operators) Not applicable Queue overflow destinations supported Not applicable - simple, for above features. Complex (Queues, IVR, Groups etc) Overflow options Not applicable - Separate overflow destination overflow per queue when overflow set, for above features. Full featured overflow facilities, with multiple destination types Regular expressions dial plan support Not applicable No - partly. Currenlty up to 16 digit, Note: excludes full E.164 support (targeted for future release). Service options Emergency mode switch No - Sets all queues into this mode at once. Each queue may specify emergency destination number in configuration / supervisor app Emergency mode destination No Emergency queue destinations to telephone numbers only (no queues or IVR). Destinations set per queue Night switch No - Set all each queue into Night Service if destination is set Night hours/timing No - Simple night form allows working days to be selected, along with working hours Night destination No Night destinations set per queue. No concept of break hours: working hours and days set globally not per queue. For breaks operators log out of console sending calls to No Operator overflow. (Queue, IVR, Groups, etc). Supports dial plan translations. Fully configurable. No. Full Emergency mode - may set emergency destinations and put individual queues into night No. Complex Emergency queue destination (Queue, IVR, Group etc), but not a switch. Set individual queues into night, simple. Complex night servce - set working hours, days, breaks using intuitive form. Complex night - set destinations to Queue, IVR, Groups per queue Directory features Directory size supported 5000, pulled from CUCM using AXL 100,000 with connections to MSAD and up to 200,000 entries in supported CUCM. Adding entries only possible via directories (CUCM, AD, SQL) these two sources 10,000 officially supported limit, with 175,000 entries site specific / assessed scalability up to 60, working to expand now. Personal Directory Groups (tabbed (20+) 100 directory) Search fields max per group tab 1 - not configurable 6 - Fixed unlimited 1 search input field, up to 6 additional 6+ configurable meta fields when using QuickFind feature (configurable) Mobile number support - if provided by AXL - (via F12 key) Internal directory supporrt No

3 External directory support No No Integration options - Mapped CCM 7.0 or later - Mapped CCM 7.0 or later AndDirectory - licensed. Integration / sync of directory by directory only - DCDirectory. Additions directory only - DCDirectory. Additions Preinstalled application which directly source to: Active Directory (LDAP), and deletions NOT allowed. All MAC and deletions NOT allowed. All MAC ODBC (SQL/DSN etc), CSV import. connects and searches configured via Cisco directory (mapped Arc fields via Cisco directory (mapped Arc fields User access permissions also will be modified). Manual CSV file will be modified) Databases with No local Cache available to be set via mapping tool. import supported too. Speed dials No Alternative number search (hotkey) No Alternate names/contacts search No No - coming Directory to XML phones - but using Cisco inbuilt feature No, as provided by Cisco CCM on phones. phone only operator / agent by handset s login and XML menus. Retain last directory search (configurable) No No Monitor Jabber soft phone clients in BLF No No No - Partial, virtual device monitoring only via TAPI events. No current support for SNR or Extend and Connect modes. Keyword search No No - Using Quickfind (configurable) AND searching No Wildcard searching No No No No Auto wildcard search. Dynamic Search algorithm No No Cross tab searching - basic keyboard only, if consolidated directory Search results drill down feature No No Click to sort columns No Not needed due to UI design Click to Dial from other applications No, via tel: - plugin Coloured notes against person No - yellow only No No Coloured notes lines display No No No No Phonetic searching No No No No - coming Phonetics: enhanced configuration No No No No. LDAP, MSAD, ADAM, SQL, CUCM, Novell edirectory with certified reseller s or Arc Professional Services Large Enterprise functionality Operator multi tenant support No No, operators and supervisors see only the configured queues Directory: Multi tenant support No No AndDirectory - licensed Preinstalled application which directly connects and searches configured Databases with No local Cache - partial. Ability to configure multiple operator classes; hide queues and directories (configurable) based on permissions.. When server running in Arc Multi Tenant mode, operators log in only to their queues, directory Multi-PBX tenant support only via CUCM clustering, single TAPI user. - partial. Ability to configure. When server running in Arc Multi multiple operator classes; hide queues Tenant mode, operators log in only to and directories (configurable) based on their queues, directory permissions. Multi-PBX tenant support only supported via CUCM clustering, single TAPI user. Different Music On Hold per Queue No No No - partial. Route point MOH support is retained per queue. Queues can be configured / hidden per Operator class. Overlapping or non-unique dial plan No No No No support Multiple CUCM cluster support No No No No. But single TAPI user / driver to primary-secondary CUCM Publisher & Subscriber enables pseudo support. Ability to configure different Music on Hold per tenant Cisco HUCS (call routing, number plan) Cisco HCS (same as standard CUCM) No No No No - partial, per CUCM instance TAPI integration Presence / Status features

4 BLF (Busy Lamp Field) support. Line based, showing DN only. DEVICE based or LINE/ DN based searchable, scalable busy lamp engine updats BLF presence onscreen. Supports a cluster of up to 30,000 using TAPI Superprovider - 10,000 connections supported concurrently. Line based, device monitoring based. Scalability restrictions apply CUPS presence status Restricted feature set (available, not available, when back, reason), 5.3 No - TAPI states only; usually sold with EICC presence and voic Jabber client status No No No - TAPI states only; usually sold with EICC presence and voic OCS presence status with IM No - client side connecton only supporting presence ONLY on the contacts listed in the Lync client's buddy list - maximum 150. DEVICE based or LINE/ DN based searchable, scalable busy lamp engine updats BLF presence onscreen. Supports a cluster of up to 30,000 using TAPI Superprovider - 10,000 connections supported concurrently. With multi-cluster support, please refer to the Arc Pro Design Guide 6.0 for guidelines. Single CUP server connection only. - using CUP SIP/SIMPLE No. Single OCS / Lync connection via server (supports thousands of Lync contacts' presence) or client side (supports up to 150 'buddy list' contacts in Lync client) Arc Presence status (via XML or HTML No No No No - removed in 6.x release train client) Calendar view (via Outlook client) No No No - partial, unified messaging integration available for back office to synchronise presence with exchange calendaring Telephony features Blind transfer (Line Blind Transfer) Consult transfer (Line Redirect) No from Console Send SMS from Console No No, with online SMS HTTP gateway No Transfer Reversion (Call Recall) No Transfer to voic key No No Hold Recall No Call toggle Camp on No No Call hold with notes No No No Serial Calling No No No No Personal Call Park No No No Set CFWD & DND on Cisco phones (configurable) Shared Lines support Show BLF for Cisco 69xx, 89xx, 99xx phones Undirected Call park (finds first slot) Directed Call Park (to specific Park No (configurable) location) Call Hold Call Park Call Park with notes No No No - but using CUCM park feature Park recall Park recall from other operators No No, partly - partial Transfer Conference System features Server requirement Serverless solution See supporting documentation.hard or See supporting documentation.hard or See supporting documentation.hard or, with online SMS HTTP gateway See supporting documentation.hard or Cisco UCS-C support Not applicable - no server required. Discrete server VM. On same server but separate VM Cisco UCS-B support Not applicable - no server required. Discrete server VM. On own blade: not sharing a blade with CUCM

5 Virtual server platform support Not applicable - no server required VMWare Vsphere. No Vmotion. VMWare VMWare 5.5, HyperV VMWare 5.x + Vsphere and Vmotion Virtual client platform support Not applicable - no server required Citrix - mixed, see PSS document. - Citrix Database engine Not applicable - no server required SQL 2005 on Windows 2003 or better Linux postgresql SQL Express, SQL Standard, SQL Enterprise, (legacy Faircom) SQL server 2005, 2008, 2012, 2014, 2016 ($) Database integration supported - CUCM only - CUCM only - for custom reporting and directory Client silent install (MSI package) Not applicable supported Client server model Not applicable (50 clients max) (500 consoles, 800 agents max) Keyboard driven - simple keystrokes, intuitive keystrokes. Hotkeys, simple, intuitive keystrokes System logging - simple logging No. Fully configurable, includes. Full, configurable alerting Reporting No - four basic reports. OOB reporting plus extensible. Full reporting features including options for external reporting s / graphing and tabulated reports: Arc blending Supervisor $ Operating system and database See Compatibility and Performance Guide See Compatibility and Performance Guide Linux only. See PSS document Windows 2008, 2012 servers. See Compatibility and Performance Guide Cisco UCM platform and TSP See Cisco Compatibility Matrix See Cisco Compatibility Matrix See Cisco Compatibility Matrix. See PSS document See Cisco Compatibility Matrix Cisco Single Sign On (SSO) support No No No SysLog integration for monitoring No No No Windows Authentication Control No No System options Voice Connect (IVR, custom MOH, in No No - partly queue messaging) Whisper Page No No No No No - removed in 6.x release train Arc Wallboard No No, supervisor widget view. EICC Snapshot Arc Supervisor No No. EICC Supervisor Web Admin for basic features No No No Publisher - Subscriber server model (resilience) No. Failover / redundancy-sync based. Enhanced for this version Browser based contact directory search No No. Click to dial plugin feature Bespoke database integration available No No. Advanced Services Estos directory integration available No No No. Advanced Services Call Recording integration available - Cisco Call Recording but not via - Cisco Call Recording but not via Andtek contains it's own Recording. Cisco & 3rd Party - Enghouse QMS package, using Record button Record button application Call Record button in UI Client side integration options (PS only) No None - url dialing, browser opening, cli. Screen Pop, Click to Dial. - Screen Pop / Call Control API parameters Custom keyboard No No No No Localisation and accessibility Languages supported 6 - TBC Core VTG 15 languages Core VTG 15 languages English, Spanish, French, French Canadian, German, Portugese, Simple Chinese, Russian, Danish Italian 21: Arabic, Cantonese, Catalan, Chinese Simplified (Hong Kong), Chines Traditional (Taiwan), Danish, Dutch, English, Finnish, French (Paris), German, Hebrew, Italian, Japanese, Korean, Norwegian, Portugese (Portugal), Spanish, Swedish, Turkish