Call Completion Voic Replacement Solution Description

Transcription

1 Call Completion Voic Replacement Solution Description Mutare, Inc. November 29, 2017

2 CONTENTS Introduction... 4 The SAM Value Proposition... 4 Smart Assist by Mutare (SAM) Overview... 4 SAM High-Level Functionality... 7 Why Replace Voic With SAM Business Applications... 8 Auto Attendant... 8 Block SPAM Message Notifications for Greater Employee Productivity... 8 Broadcast Messaging in the CEO s Own Voice... 8 Clientless Mobile Phone Virtual PBX... 8 Custom Data Dips... 8 HIPAA Compliant Voice Messaging... 9 Mobile Phone Missed Call Completion... 9 Multi Channel Delivery to Work the Way You Do... 9 SAM for Increased Sales and Better Customer Service with CRM Appending... 9 Voice Message Analytics for Message Context... 9 Voice Message Hater Support... 9 Voice to Text Message Conversion for Increased Efficiency SAM Features Caller Interface Announcement with Voice Memo Announcement Without Voice Memo Auto Attendant Block callers Call Completion Dial by Name Dial by Number Voice Memo Recording Zero Out User Features Auto Pilot Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 1

3 Caller ID and Time Stamp Dial By Name Number Editing Extension Call Answering HIPAA Compliant Messaging Missed Call Notification Mobile Number Management and Call Answering Multiple Channel Message Delivery Notification with Analytics Notification only messages Notification with CRM Message Appending Notification with Data Dip Appending Notification with gistt Message Transcription Notification with Voice Memos Number Management Out of Office Announcement Management Override Text to Speech Name User Portal Zero Out Number Editing Admin Features Active Directory Synchronization Announcements Authentication Modes Auto Attendant Canned and Personal Announcements Dead End Call Handling Message Templates Notification Channels Override Text to Speech Name Recordings Reporting Admin Roles Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 2

4 Smart Tags System Settings Tenant Settings User Import Options User Maintenance Voice Memo Recording gistt Localizations SAM technical overview Server Application SIP Interface to Voice PBX IP Network Connections Data Dips and Notification Message Appending Typical Architecture SAM User Licensing Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 3

5 SAM SYSTEM DESCRIPTION INTRODUCTION Smart Assist by Mutare (SAM) is an enterprise messaging solution that replaces legacy voic for employees looking for a better way to handle voice messages. SAM was designed around modern workflows practiced by a new generation of workers centered on SMS text messaging, , mobile apps and . Like voic , SAM can answer calls and take messages. Unlike voic , SAM has no voice mailbox for users to manage. SAM messages are converted text. SAM messages can be appended with caller data from any enterprise database including CRMs, Active Directory or other database creating Smart messages that include data such as the caller s name, title, company and address. When operated in auto pilot mode, employees no longer need to manage greetings, passwords, deal with message waiting lights or ever dial in to listen to a voice message again. Callers are served, employees are thrilled, and eliminating voice mailboxes reduces overall telecommunication costs for the enterprise. Of course, for employees who may want to manage their personal brand or provide personalized announcements when they are out of the office, SAM includes a simple web interface where users can log in and manage announcements and message delivery options. SAM makes a perfect replacement for legacy voic and even newer generation voic systems such AVST, Office Linx and Microsoft UM. THE SAM VALUE PROPOSITION Serve all callers and be responsive. Serve employees by eliminating voice mailbox workflow and delivering messages by text, , IM and mobile app. Lower service, maintenance and admin costs by replacing voic with call completion. SMART ASSIST BY MUTARE (SAM) OVERVIEW Smart Assist by Mutare (SAM) is a unified messaging (UM) system engineered to integrate voice messages into today s text-based digital work flow. SAM is designed around the visual communication channels workers use most. SAM delivers voice messages converted to text to mobile devices, tablets and computers. Delivery channels include , text messages (MMS/SMS), instant messages, secure mobile messages and secure browser steaming access. Like voic , SAM answers missed calls and can play announcements to callers and record caller messages. Unlike voic , SAM has no voice mailbox for message storage or requirement for users to manage by telephone. So, no more fumbling around with a telephone keypad to access, listen, advance and delete messages. No more craning your neck to your phone with one hand while writing the message down with the other. Have you ever pressed a virtual key on your smartphone with your cheek Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 4

6 while retrieving a voice message? You won t with SAM. Instead of a limited telephone user interface, SAM messages are delivered directly to a user s go to communication application. SAM messaging content is visual, smart and user friendly virtually no training is required. A SAM message delivery not only converts the voice memo left by the caller to text, it includes message details such as the caller ID, message time, date and the original sound file. Smart details such as the caller name, title, address, description, account number, call sentiment, gender and audio clarity can also be included with the message to provide better context. This is not your 1980 s vintage voice message work flow. SAM is built for today s mobile employee who is no longer tethered to a corded phone. When operated in auto pilot mode, employees don t even have to manage greetings, passwords, deal with message waiting lights or ever dial in to listen to a voice message again. Callers are served, employees are thrilled, and the enterprise realizes higher revenues through greater productivity and lower technology costs. For employees who want to control their own settings, including personalized announcements, out of office management, find me options or even block SPAM caller notifications, SAM includes an easy to use web portal. The SAM user portal is a well-designed and secure, and its stunningly simple graphical user interface works with any browser. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 5

7 SAM also includes an integrated Auto Attendant, dial by name directory and ability to transfer to extensions, play recorded announcements and handle open, closed and holiday schedules, making it a perfect replacement for legacy voice systems that include these functions. Users and Admins alike are thrilled by SAM! SAM by Mutare is a genius move. The delivery of voic messages is great, but the SMS Texting feature is by far my favorite. I can create my own custom template to deliver what is important to me to my mobile device including the voice to text delivery of the message left. Laurie Douglas, NBI Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 6

8 SAM HIGH-LEVEL FUNCTIONALITY Missed calls are forwarded to SAM from the enterprise telephone system through a SIP trunk connection. Callers are greeted with an announcement that can include tags such as the called party s name, extension and out of office status. Based on user preferences, SAM can offer to record a voice memo from the caller that will be transcribed and digitally transmitted for faster response. The called party is notified of the message in , IM, SMS or a secure mobile app. The notification includes the caller ID, time of the call, transcribed message, message analytics and the voice memo. SAM is a.net application driven by a SQL database supporting an array of IP communication technologies, web services and APIs enabling integration with a wide variety of enterprise functions to make messaging smarter. SAM messages can be appended using the caller ID to add the caller name, title, company, account data, address and other relevant caller information from CRM, ERP, Active Directory and other data sources to make messaging smarter. Security is in SAM s DNA. When combined with Mutare s Vital Link secure message service, SAM can deliver HIPAA-compliant messaging. In a world where HIPAA data breaches can cost covered entities millions of dollars and risk patient identity theft, SAM is a small investment that can pay large dividends by preventing breaches that may otherwise occur with voic -to- that is all too easily forwarded out of network. A SAM server can support 100 SIP ports and multiple servers can be networked together to scale to support any size enterprise. SAM deployments can be configured to be highly resilient with geo redundancy, load balancing, fail over and high availably configurations. SAM is designed to replace legacy voic systems and includes an integrated auto attendant, dial by name and zero out functions to enable enterprises to retire their legacy voic systems and invest the savings derived from SAM to grow their businesses. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 7

9 WHY REPLACE VOIC WITH SAM BUSINESS APPLICATIONS AUTO ATTENDANT SAM automatically and professionally answers calls to your enterprise. It can accommodate an unlimited number of auto attendant menus, transfer calls, support dial by name or number and play informational announcements. SAM accommodates schedules, holidays and time zones with ease. Menus can be recorded in any language to support callers from all over the world. BLOCK SPAM MESSAGE NOTIFICATIONS FOR GREATER EMPLOYEE PRODUCTIVITY Voice messages seem to come in two types: urgent messages that need quick attention or voice SPAM messages such as Robocalls or annoying people leaving messages for products and services you don t want or need. To avoid wasting time on these SPAM calls, SAM can block SPAM callers by Caller ID so they cannot leave a message and you do not receive notification. Time savings from this one feature alone can pay for SAM for most employees in under a month. BROADCAST MESSAGING IN THE CEO S OWN VOICE With SAM, there is no voice mailbox. Messages instead are delivered via . To accommodate broadcast messaging, a SAM admin simply sets up an internal number for a broadcaster to call and leave a message and uses a broadcast address for the delivery method, for example, allcompany@abccompany.com. The broadcaster (typically the company CEO) calls the number, records the message and hangs up. The message is attached as a sound file and delivered to anyone on the distribution list. Simple, efficient and effective. Broadcast messaging solution solved. CLIENTLESS MOBILE PHONE VIRTUAL PBX As more and more users and companies are dumping their fixed end points, SAM can be used as a virtual PBX offering automated answering using SAM s auto attendant feature combined with mobile phone call completion for missed calls. Calls to a SIP-enabled company pilot number are answered in Mutare s secure cloud (or on the customer premise) and routed to an employee s mobile phone. The SAM Auto Attendant can play informational announcements and transfer to other auto attendants and extensions. If the user doesn t answer, SAM answers the call and can even support zero out to other numbers or back to auto attendant. SAM can even transfer callers to specific communication application systems such as a cloud contact center. CUSTOM DATA DIPS SAM is a.net application that plays nicely with other systems. SAM can dip into other databases using web services and published APIs to append SAM messages with data from other applications. The possibilities are endless. SAM messages can work with collaboration software such as Slack. SAM can integrate with business social networks such as LinkedIn. SAM can work with home-grown databases to append messages with enterprise specific data making voice messaging far more useful than today s please leave a message at the tone. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 8

10 HIPAA COMPLIANT VOICE MESSAGING Voic to in a medical or medical insurance setting can risk HIPAA violations if an containing a voice messages is inadvertently forwarded and exposes PHI. Mutare s SAM solution supports voice message delivery (with sound file, transcription and message appending) to a Vital Link secure mobile application or browser that is completely HIPAA-compliant. This capability is unique to SAM and provides a major advantage for SAM re-sellers competing in the healthcare market. Any hospital, medical practice or enterprise that works with protected health information should consider SAM with Vital Link its first choice when replacing legacy voic . MOBILE PHONE MISSED CALL COMPLETION Tired of having to check for voic at work and on your mobile device? Of course, you are. With SAM all your voice messages are in one place. SAM not only answers your business line, but also answers missed calls to your cell phone. Users simple conditionally forward their cell phone to a SAM pilot number. There is no special app to download to the cell phone. Just make a phone call to a special number on your cell to activate or deactivate SAM answering. MULTI CHANNEL DELIVERY TO WORK THE WAY YOU DO Voic typically resides in its own silo with limited access through the telephone, sitting for up to three days in many cases before being cleared. Some voic systems offer limited unified messaging sending the voice message as a sound file attachment. While delivery is a big improvement over the 1980 s telephone user interface, it leaves much to be desired in a world increasingly dominated by text messaging, instant messaging and mobile push notifications. SAM supports the most popular text-based notification systems, taking voice messaging out of its silo and delivering important messages to employees in the work flow of their choice, empowering faster response and improving customer satisfaction. SAM supports , text messaging, MMS messaging, instant messaging (such as Skype for Business), secure mobile messaging and browser streaming. SAM FOR INCREASED SALES AND BETTER CUSTOMER SERVICE WITH CRM APPENDING SAM can append messages with CRM by looking up the caller ID in the CRM and appending the SAM delivery message with caller information such as the caller name, address, company name, and description. SAM has been proven to increase sales with CRM appending, enabling sales people to respond even if the caller hangs up and doesn t leave a message. SAM for sales is one of the most compelling reasons to dump voic for SAM and drive higher revenues. VOICE MESSAGE ANALYTICS FOR MESSAGE CONTEXT SAM messages with gistt transcription can include voice analytics to summarize message sentiment, caller gender and audio clarity. When combined with the gistt transcription, CRM appending and caller ID information, users gain insight and context into their voice calls that is unprecedented vs. traditional voic messaging. VOICE MESSAGE HATER SUPPORT Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 9

11 Recently some employees at Coke and Chase told management they hate voic and to please turn it off! Most were back room employees who prefer text messages and never checked voic . SAM serves these types of employees who don t want voice messages at all. Instead of offering to record a message to the caller, SAM can just play a message to the caller stating that the person they called doesn t take voice messages but will be sent their caller ID and notified they called. SAM is nothing if not courteous. VOICE TO TEXT MESSAGE CONVERSION FOR INCREASED EFFICIENCY SAM utilizes gistt voice to text conversion, transforming voice memos into text messages, enabling user to read their voice messages instead of listening. This capability is in use by over 2 million users worldwide and has been documented to improve voice message processing work flow saving 2 weeks annually on average per employee. While the transcription is not word for word perfect, it enables users to get the gist of the message and save valuable time without needing to call in and listen to messages sequentially. gistt voice to text typically pays for itself in just a few weeks. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 10

12 SAM FEATURES CALLER INTERFACE Feature ANNOUNCEMENT WITH VOICE MEMO ANNOUNCEMENT WITHOUT VOICE MEMO AUTO ATTENDANT BLOCK CALLERS CALL COMPLETION DIAL BY NAME Description SAM can be configured to answer calls with an announcement prompting the caller to leave a voice memo. For example, The party you called [INSERT NAME] did not answer, please leave a short clear message at the tone. Thank you. Goodbye. The system can play canned announcements or personal announcements recorded by the user or admin. SAM can be configured to answer calls with an announcement and not record a voice memo. For example, The party you called [INSERT NAME] is not set up to receive voice messages but will be sent the time you called, and your caller ID. Thank you. Goodbye. The system can play canned announcements or personal announcements recorded by the user or admin. If enabled, SAM supports an unlimited number of auto attendants to automatically answer calls, transfer to extensions, dial by name, dial by number, play informational announcements, and connect to other auto attendants. SAM can be configured to block SPAM callers, such annoying ROBO calls, obnoxious cold callers, your mother-in-law etc. When a user blocks a number for notifications, the caller hears an announcement such as The party you called [INSERT NAME] is not accepting voice messages at this time. Goodbye. then hangs up on the caller. This saves time for both the employee and the caller who will never benefit from the time wasted on a conversation that goes nowhere. SAM answers missed calls and plays announcements to greet callers. SAM can record voice memos and notify the called party when a voice messages is left. If the caller hangs up without leaving a message, SAM notifies the called party with a timestamped notification with caller ID. Zero out capabilities can also be configured. If enabled, callers can access a dial by name directory through the Auto Attendant. Callers can spell the name of the person using their touch tone keypad to connect to their party s extension. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 11

13 DIAL BY NUMBER VOICE MEMO RECORDING ZERO OUT If enabled, callers answered by the Auto Attendant can be offered a choice to dial the party s extension directly. This is especially useful for users without DID phone numbers. SAM records voice memos from callers that are delivered to the called party as sound file attachment and/or transcription or, optionally, streamed. If enabled, SAM supports zero out to an extension, auto attendant or mobile phone, enhancing the caller experience with greater options to complete the call live. USER FEATURES Feature AUTO PILOT CALLER ID AND TIME STAMP DIAL BY NAME NUMBER EDITING Description SAM can be setup for users by the enterprise to work automatically, playing a canned announcement to callers with pre-set delivery methods. This is great for back-room and non-customer facing employees who prefer not to have to deal with managing voice message settings. Auto pilot is set up during the SAM installation and controlled by the system admin. Users typically do not receive user portal login credentials if set up in this manner. SAM notifications can include the caller ID, date and time of the message in the message delivery. If enabled, users can specify to be included in the dial by name directory or not. If opted in for dial by name, the user can define the preferred number to reach them. For example, an outside sales person may wish to specify their mobile phone number for dial by name, while an inside project manager may wish to have callers transferred to their desk phone extension. EXTENSION CALL ANSWERING HIPAA COMPLIANT MESSAGING SAM answers missed calls to extensions behind a PBX. Admins simply direct missed calls to a SAM pilot number for call coverage. SAM can be configured by extension to play an announcement only or enable callers to leave a voice message. SAM can also answer missed calls to mobile numbers. See mobile number call answering below. SAM messages can be delivered to clinicians using Mutare s Vital Link secure client for HIPAA compliant messaging applications. Such messages can also Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 12

14 be appended with data from an electronic health record. Vital Link is sold separately from SAM. MISSED CALL NOTIFICATION MOBILE NUMBER MANAGEMENT AND CALL ANSWERING MULTIPLE CHANNEL MESSAGE DELIVERY NOTIFICATION WITH ANALYTICS NOTIFICATION ONLY MESSAGES. NOTIFICATION WITH CRM MESSAGE APPENDING NOTIFICATION WITH DATA DIP APPENDING Today s callers expect fast turnaround, especially when they take the time to call. Callers are hanging up without leaving a message resulting in missed opportunities. SAM notifies users of missed calls including hang-ups. SAM can answer missed calls from mobile devices. The user simply conditionally forwards their cell phone to the SAM pilot number provided to them by their Systems Admin. This is especially useful mobile workers as more and more enterprises ditch corded VOIP phone and PBX extensions in favor of mobile devices. If enabled, SAM can deliver messages to users via , SMS, IM and Vital Link secure message delivery. Users may also access messages from the SAM user portal if enable by the administrator in the message delivery template. If enabled analytics will be included in SAM message deliveries to users. Admins can set up message delivery templates that include caller analytics including message sentiment, gender and audio clarity. Admins can set up users to accept messages or just play an announcement only to callers. For example, SAM can play an announcement such as You have reached the desk of [full name], who will be notified you called. The called party will receive a notification of the call with the caller ID, but no message would be recorded or included with the SAM delivery. This is an acceptable business practice for some employees who are not customer facing. If enabled, SAM message templates can include caller data appended from an external CRM database based on the caller ID. Message appending is flexible and typically includes the caller s name, company, title, address, description and account number. CRM appending is customizable and works with a variety of CRM systems that support web service APIs for 3 rd party access. If enabled by the system admin, SAM supports data dips into any modern database and can append messages with details triggered from the caller ID including the caller s name, address, account number, notes, or any other data stored in the database record fields. In addition to CRM data, data dips can be interfaced to Active Directory, ERP systems, home grown data bases and LDAP. Data dips are set up for users by the system administrator. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 13

15 Users can select to use delivery templates that include the data dip information. NOTIFICATION WITH GISTT MESSAGE TRANSCRIPTION NOTIFICATION WITH VOICE MEMOS NUMBER MANAGEMENT OUT OF OFFICE ANNOUNCEMENT MANAGEMENT OVERRIDE TEXT TO SPEECH NAME USER PORTAL ZERO OUT NUMBER EDITING If enabled by the system admin, SAM messages can include a transcription of the audio file with the gist of the message. This enables users to read their messages without needing to listen to the voice file in most instances. gistt transcriptions are available in , SMS/MMS, Instant Messages, Vital Link secure messages and by clicking a link to view in the user portal. If enabled by the system admin, Voice memo sound files can be included with message delivery enabling users to listen to the voice memo. Optionally, sound files can be streamed using a hyperlink in the message delivery and streamed from the SAM user portal. SAM users can add and edit the numbers, such as PBX extension, mobile number, etc. that SAM will answer. Each number may have its own announcement, out of office and zero out settings. If desired, users can specify a date range in the user portal to notify callers when they are out of the office. During that date range the OOO (out of office) announcement will play. After the end date is reached, the system will automatically revert to the default announcement, ending the annoyance caused by outdated announcements playing after the employees has returned to work. SAM can speak user names phonetically as an override to pronounce the user name correctly in canned announcements. For example, the name Rich Quattrocchi can be overridden to speak Rich quattro key ensuring the correct pronunciation of the user name in a canned announcement. This feature can be edited by the user from the user portal. SAM is designed to be administered automatically. However, there is a user portal available that enables users to add additional message delivery options, create personal announcements, and set out of office notifications if desired. Access is controlled by user roles. If enabled, users can define a zero-out number for callers, such as a mobile phone number, internal extension or auto attendant that can be chosen during an announcement or after leaving a message. ADMIN FEATURES Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 14

16 Feature ACTIVE DIRECTORY SYNCHRONIZATION ANNOUNCEMENTS AUTHENTICATION MODES AUTO ATTENDANT CANNED AND PERSONAL ANNOUNCEMENTS DEAD END CALL HANDLING MESSAGE TEMPLATES NOTIFICATION CHANNELS Description SAM streamlines administration of users by automatically adding and deleting users from the system using Active Directory Sync. Other options are also available for managing user import. Admins can create announcements with SAM s Build a Prompt feature than enables recordings to be concatenated together to make an announcement. Announcements can include variable prompts or smart tags such as the called number, caller ID, first name, full name, etc. that can be spoken using the system s integrated text to speech. SAM systems ship with a standard set of professional recordings and starter canned announcements for rapid deployment. Users also can record personal and out of office announcements from the user portal. Admins can control how users access and log into the SAM user portal with Active Directory credentials or standard authentication. Other authentication modes may be optionally configured. If enabled, SAM supports an unlimited number of auto attendants. Auto Attendant functions include playing announcements, dial by name, dial by extension, transfer, transfer to another auto attendant and hang up. Schedules and holidays are supported and include time zone options. Users can choose announcements by number to greet callers. Users can choose from a variety of canned announcements set up for them by their system administrator or record their own personal announcement in their voice. Admins can add, edit or delete these announcements in the user profile if desired. SAM will handle calls that have no matching numbers / users on the system. SAM will provide the caller with an announcement with additional instructions for contacting users. System administrators can setup HTML or text based message templates to support a variety of message layouts, branding, and tag insertion in delivered messages. Templates can be set up for , SMS/MMS, Vital Link and Skype for Business. SAM can be configured to accommodate notifications to users by , SMS, Lync, IM and Vital Link secure client. Templates can be set up in SAM to accommodate a variety of layouts, branding, tag selection and more. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 15

17 Admins control notification channel settings in the tenant settings section of the application. OVERRIDE TEXT TO SPEECH NAME RECORDINGS REPORTING ADMIN ROLES SMART TAGS SYSTEM SETTINGS TENANT SETTINGS USER IMPORT OPTIONS SAM can speak user names phonetically as an override to pronounce the name correctly. For example, the name Rich Quattrocchi can be overridden to speak Rich quattro key ensuring the correct pronunciation of the Smart Tag. SAM ships with a set of professional English language recordings of useful prompts that can be used to create a wide variety of announcements. Admins can also create their own recordings and upload them to the system to support creation of unlimited recordings for announcements in any voice or language. SAM logs the work that it performs and can include tabular reports that can be run in date ranges and by extension. Data includes: Call No., Call Started, Call Ended, Caller Id, User, Status, Phone Number, Message Transcription, Type and Notification. Limited admins cannot see gistt transcriptions. Roles include users, admins and limited admins. SAM speaks smart tags using text to speech. When combined with recordings, Smart Tags can be inserted into announcements to speak things to callers such as user names, extension numbers and dates. System settings include the application and database version, default rows to display in tables, housekeeper sleep timer setting, public facing URL and worker sleep time. Tenant settings are used to specify communication interfaces to other systems such as , IM etc. along with general system settings such as the server name, domain, time zone, message length etc. Tenant settings also allow admins to enable zero out and block caller features. Getting SAM initially set up is made easier through the user import feature. Mutare supports flat file data importation, Active Directory Synchronization (AD) or a customized import service for loading users for each customer into SAM. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 16

18 USER MAINTENANCE VOICE MEMO RECORDING Once setup is complete, administrators can add/modify/delete users, configure time-zone, notification options, and the number assigned to the user. Based on the announcement, user announcements can be configured to take voice memos or just play an informational announcement. If a voice memo is recorded it can be sent as an attachment, streamed and / or transcribed. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 17

19 GISTT LOCALIZATIONS gistt voice to text for SAM message conversation is available in many languages. Language auto detection is not available so the user s voice to text can only be specified in one language. Language choices include: English - Australia - Canada - UK - USA Spanish - Argentina - Catalan - Chile - Columbia - El Salvador - Guatemala - Mexico - Nicaragua - Panama - Peru - Spain - Uruguay - USA French - Canada - France German - Germany Italian - Italy Portuguese - Brazil Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 18

20 - SAM TECHNICAL OVERVIEW SERVER APPLICATION SAM is a.net application that runs on a Windows server and utilizes a SQL database back-end. The admin interface front-end is web based. The SAM server specification can be found on the Mutare website at: SAM includes interactive voice response technology that enables the system to answer calls and play announcement prompts to callers and interacts with other systems in the enterprise as well as Mutare s gistt transcription service and Mutare s Vital Link secure messaging service. More information on gistt and Vital Link can be found at SIP INTERFACE TO VOICE PBX The interface to voice telephone systems is through the Session Initiation Protocol (SIP). SIP integration requires that the inbound call contains the Caller ID, the Called Number, and the SIP Diversion Header to be passed during the call. SAM is voice switch agnostic. SAM servers are configured with SIP ports to support the anticipated traffic based on the number of users, busy hours and other considerations. A SAM server can support 100 ports and multiple SAM servers can work together. Mutare has a port configuration tool that can be used when designing systems to calculate the number of servers and ports for any given configuration. Consult with your Mutare Regional Manager for more information. IP NETWORK CONNECTIONS SAM utilizes IP network connections to interact with other systems in the enterprise or cloud including Mutare s gistt transcription service, , SMS services, Instant Messaging services, Active Directory and data dips into 3 rd party databases for data appending. DATA DIPS AND NOTIFICATION MESSAGE APPENDING A data dip is passing information about a covered call to an external customer data source(s) and having some useful information returned which can be included in notifications from SAM. A common example would be passing along the caller s phone number through a contact look-up in a CRM database like Salesforce. Because there are an infinite number of different kinds of data sources, SAM implements them through a custom piece of.net DLL code or a web service specifically written for each customer. SAM simply passes the ANI and subscriber information and returns any number of tags of information which can be added to notification templates. All the business logic and external data manipulation occurs inside the custom DLL or web service. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 19

21 TYPICAL ARCHITECTURE SAM can be deployed on premise or in Mutare s secure cloud. A typical premise deployment is depicted below. Consult with your Mutare Regional Manager for more details. SAM USER LICENSING SAM is licensed on a per user per year subscription basis. There are two license types to accommodate differing user requirements: Smart License: Entitles users to all delivery options including , SMS, Instant Message and Vital Link HIPAA compliant messaging. Also includes gistt speech to text, message analytics, message appending, voice file attachments, streaming delivery option. Limited License: Entitles users to receive SAM messages by only. Sound file attachment or message streaming are supported. Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 20

22 Feature Smart License Limited License Call Completion Yes Yes User Portal Access Yes Yes Canned Announcements Yes Yes Personal Announcements Yes Yes Notification Yes Yes Notification with Sound File Attachment Yes Yes Notification with Streaming Link Yes Yes Notification with gistt Speech to Text Yes No SMS Notification Yes No SMS Notification with Streaming Link Yes No SMS Notification with gistt Speech to Text Yes No Lync / Skype for Business Notification Yes No Lync / Skype for Business Notification with Streaming Link Yes No Lync / Skype for Business Notification with gistt Speech to Text Yes No Vital Link Notification Yes No Vital Link Notification with gistt Speech to Text Yes No Vital Link Notification with Sound File Attachment Yes No Message Analytics Yes No Message Appending by Data Dip from CRM or another Database Yes No Copyright Mutare, Inc. All Rights Reserved SAM Version 1.5 Patent Pending November 29, 2017 Page 21