shadow voice & data management (cms) - telecost.com · shadow voice & data management (cms)...

Shadow Voice & Data Management (cms) Communications Management Solutions for the globe. Communication facilities are the lifeline of most successful businesses and often the most taxing expenditures. Management of telephone charges, equipment fees, VoIP traffic, internet usage, and provider discounts is a difficult task. Shadow provides the necessary tools to allow administrators to forecast, monitor and allocate communications management expenses. Traditional methods of communication are constantly evolving. No longer are the telephone and facsimile machine the core components for successful business communication. Telecommunications has evolved to include high speed internet, instant messaging, e-mail, wireless, handheld and personal devices. All are facilitated through media communications servers around the globe. Shadow is a powerful set of dynamic modules for managers to track, process and allocate communications transactions (analog, VoIP and data). Communications transactions are delivered by your IP switch, PBX or telephone system to Shadow. This information is processed real-time, summarized and delivered or submitted to a central server for multi-site consolidation. ABOUT RSI Resource Software International Ltd. (RSI), the developer of Shadow, was founded in 1990 and has evolved as international entity in the field of communication management. RSI develops solutions that respond to the changing needs of end users, IT managers and communications providers. Resource Software International Ltd. (RSI) develops a complete spectrum of applications that gives you control over your communications network including: call accounting, hotel billing, property management systems, sales automation, computer telephony integration (CTI), screen pop, traffic analysis, equipment inventory, carrier comparisons, 911 & alarm notification, internet usage, client/server directory management, forced/verified account codes, wake up calls and a host of other tools for communications network managers. MISSION RSI strives to provide leading edge communications management solutions through easily accessible desktop and enterprise solutions.

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Shadow Voice & Data Management (cms) Report Guide

THE EVOLVING NEED FOR COMMUNICATION MANAGEMENT The ability to gather telephone call records, process and report them has been around since the early 1980s. Call management has been a basic staple of telecom managers, hotels and professional firms. The market was inundated with call management by the early 1990s. In recent years, there are many industry forces that have come together to again create a great interest in call/communication management. • The advent of competition brought alternate long distance providers into the playing field. This

created a need for more sophisticated call management solutions to handle competitive plans. • The North American Numbering Plan was revamped in the mid-90s to accommodate the growing

needs for competition, specialty services, cellular and PCS. Telecom management was turned upside down. Most call accounting, hotel billing and traffic analysis systems required redesign and implementation. Outdated systems still dominate many lodging, motel and hotel environments that have not audited their billing systems.. RSI is now the vendor of choice for many major corporations, hotel chains, government agencies and communications providers (inc. telephone companies, long distance carriers and resellers).

• Year 2000 compliance (Y2K) brought new challenges to all computer applications but specifically to

ones that rely heavily on date calculations. Call management is no exception. Many systems could not not handle a 4 digit year.

• Many hardware vendors recognize this as an opportunity to differentiate themselves in a highly competitive

industry. This has resulted in great advances in call management delivery methods that are no longer limited to direct hardwired links to your telephone system in the equipment room. Today, major manufactures utilize IP connectivity to allow call logging from virtually anywhere. RSI provides integration to most commercially available systems (i.e. Nortel Networks BCM, Cisco Call Manager, 3COM NBX, Avaya Definity).

• The internet has rapidly become the most vital tool for information exchange. However, mismanagement of this resource can cause facility traffic overloads especially in hotels and large organization. Statistical analysis of network traffic is crucial for determining proper traffic flow and network misuse. Shadow provides comprehensive reporting tools for analysis of network traffic.

• Many organizations with branch offices need to determine the functionality of all their offices. Shadow

statistical call detail information may be exchanged through various means (inc. internet/intranet: email, FTP, HTML).

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An International Solution In response to greater global alliances and international communication, Shadow now provides solutions to all corners of the globe including: North America, Caribbean, Europe, Asia, Africa, Middle East, South America and Australia. The call accounting system is fully charged with variant city tables, user definable V&H coordinates, meter pulse pricing, rate steps and currency exchange. We cater to the needs of your business Hospitality Shadow modules may be tailored for the needs of every hospitality environment (call accounting, property management, 911 notification and CTI-enabled messaging services such as wake up calls and message waiting). Professional Primarily for charge-back environments such as: legal, engineering and brokerage firms. Powerful export facilities incorporate numeric and alphanumeric client matter numbers for integration with popular accounting systems highlighting time on account charges and disbursement expenses. New CTI-enabled Shadow modules facilitate computer-telephony interaction to provide forced/verified account codes. General Business A fully featured call management system which includes reporting tools for: corporate billing, account and authorization code expenses, traffic analysis, carrier comparisons and export to other applications. We can outsource the entire system for you! RSI offers complete outsourcing services for remote polling, authorization code billing, charge-back, network planning, traffic analysis, carrier/service comparisons and ad hoc reporting. Many organizations have high overhead costs, staff turnovers and little time for in-house software. These businesses often require accurate telemanagement information to allocate costs and track activity. With our .NET option you select the variety of billing, traffic, exception and diagnostic management reports your organization needs. RSI takes full control of data collection, processing and regular delivery of reports. Our Telecom Specialists can assist you with the planning and management of your telecommunications network. Our unique IP buffers allow us to collect data from anywhere on the globe seamlessly and inexpensively.

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For brevity, the following reports are only a small subset of the wide spectrum of reports produced by Shadow. Contact your dealer or an RSI representative about a demonstration or more detailed samples of Shadow: Call Accounting, Traffic Analysis, Toll Fraud Detection, Carrier Comparisons and Telephone Invoice Management. Note: Some reports highlighted in this document may be removed or restructured without notice. If you are looking for a specific report, please consult RSI for availability prior to ordering. Printed in Canada. For release with CMS versions. Information in this document is subject to change without notice. Shadow Voice & Data Management (cms) is a registered trademark of Resource Software International Ltd. (RSI) Microsoft and Windows are registered trademarks of Microsoft Corporation. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or information storage and retrieval, for any purpose other than the purchaser’s personal use, without the express written permission of Resource Software International Ltd. For Direct Information or a Dealer Nearest You Contact:

Resource Software International Ltd. (RSI) 40 King Street West, Suite 300 Oshawa, Ontario. L1H 1A4 Phone: (905) 576-4575 Fax: (905) 576-4705 Email: [email protected] Web: www.telecost.com

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BENEFITS OF CALL MANAGEMENT Often communications managers are lulled into thinking that call detail information provided by the long distance suppliers is all they really need. That is just one side of the coin! Every communications manager is aware that his personal success is often dependent on his ability to make clear and concise decisions about the lifeline of his organization. Here are 10 good reasons for using Shadow Call Accounting: 1. Traffic Analysis Shadow tracks all calls including long distance, local, international, internal* and misdialed. In order to determine any accurate traffic study all traffic must be used. Often businesses with high local call volumes that rely heavily on customers calling in are very concerned about busy signals and long hold times. Shadow provides comprehensive traffic reports to highlight grade of service, peak hours and call volumes. This assists telecom managers in determining whether the network is over/under utilized. 2. Cost Allocation Cost allocation to various corporate levels is essential in organizations that function on tight telecom budgets. Shadow provides detailed reports for cost allocation to cost center, department, division, extension, authorization code etc. These reports assist in budgeting, forecasting and internal billing while taking into account all telephony-related expenses including long distance, inventory and facility charges. 3. Chargeback Shadow provides the means to gather, cost and charge back call information to account codes, projects and/or client matter numbers. This information is readily available at the touch of a button. Customers do not have to wait for month-end reports before they do billing. Additionally, customers may attach their own mark-up and surcharges to billable items. Resource Software International Ltd. (RSI) designs specialized computer-telephony integration tools for professional environments. This allows customers to maximize the performance of their system. Special integration tools are available for various manufacturer platforms. Visit our website at www.telecost.com for special integration tools to your system (i.e. forced/verified account codes, IP connectivity, 911 emergency notification, and toll restriction). 4. Instantaneous Billing Shadow provides instantaneous billing for billback environments such as: hotels, motels, resorts and hospitals. Telephony expenses are a major cash cow for most hospitality environments. Shadow provides all the necessary tools for check-in, check-out, markups, surcharges and posting to property management systems. Resource Software International Ltd. (RSI) designs specialized computer-telephony integration tools for hospitality environments. This allows customers to maximize the performance of their system. Special integration tools are available for various manufacturer platforms. Visit our website at www.telecost.com for special integration tools to your system (i.e. wake up calls, room telephone locking/unlocking, IP connectivity, 911 emergency notification, and toll restriction). 5. Cost Comparisons Shadow uses concrete historical data to provide customers with an unbiased concise picture of their telephone expenses (including local, flat rate, domestic and international). Shadow will analyze proposed tariffs before the customer subscribes to such services.

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6. Misuse and Abuse Shadow highlights calls made using the wrong facility (ie. long distance calls that could have used the flat rate lines). Shadow provides exception management reports which highlight long duration, excessive cost and misdialed calls. Each call may be pinpointed to a particular extension or authorization number. 7. Caller Identification Shadow provides detailed reports of incoming caller identification. This is especially important for service centers logging customer inquiries, advertisers looking to pinpoint incoming toll free (i.e. 800/888) regions and managers evaluating incoming facilities. 8. Billing Integration The popularity of diskette billing has given many customers the ability to quickly and easily analyze the traffic from their provider. However, many organizations use multiple providers ie. telco, flat rate and alternate long distance providers. Shadow provides the means to consolidate call logs from long distance providers, wireless services and internet providers. 9. Productivity Shadow provides detailed telephone charges reports which highlight phone usage practices. This often encourages more focused and right to business calls. Specific reports are designed to set goals and productivity standards for workforce management. 10. Web Call Management Our web designers will design a custom solution for organizations that wish to produce their reporting through a browser. You can access your reports daily from any browser from your desktop, your home office or anywhere around the world. You can preview pre-canned or ad-hoc reports anywhere, anytime! Many large organizations with multi-site environments prefer a centralized solution custom tailored by RSI. We work directly with the dealer representative and the customer to deliver corporate-wide consolidated reporting of communications activity.

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System Functionality

Shadow allows for reports to be generated to any output device (ie. screen, email, printer, disk, serial device etc.). Reports may be designed for export to .PDF, HTML, .doc, xml and many other formats. From the Report Generator dialog box the user may select the report style, name and filter, the destination output device, and various reporting options.

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How does the system determine call destinations? Shadow provides a complete V&H coordinate system equipped with the new NANP format, international country codes and flexible PBX/KSU origination definitions.

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How are alternate long distance services treated? Shadow provides many pre-canned domestic and international rate and tariff files. These files are included with the distribution diskettes. Customers which subscribe to Extended Annual Maintenance receive free upgrades of these rate files. Generally, published rates from the telephone company and the major national long distance suppliers are provided. Additional carrier rates are not distributed with updates unless pre-arranged with RSI.

Can custom rates and tariffs be applied? Deregulation allowed most carriers the flexibility of not publishing their rates. Customers may selectively enter their own special rate cards into Shadow or fax them directly to RSI. How many locations can Shadow work with? Shadow is equipped to work with an unlimited number of locations. All versions are multi-site ready! Shadow will interface to any PC buffer (with Winlink IP & Serial Data Storage Software) or commercial hardware buffers (i.e. Omnitronix DataLink).

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How may reports by hierarchy be generated? Corporate hierarchies may be defined for as many as 5 levels. Shadow corporate levels may be user-defined for Departments, Divisions, Sections, Cost Centers etc...

Can the system provide information on VoIP traffic? Shadow contains special route identifiers that group communications traffic (if distinguishable) in various user-definable categories (i.e. VoIP, Analog, Speech).

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How are reports viewed and printed? Shadow Report Generator creates and sends reporting information to various output devices. Whenever you send a report’s output to either the screen or disk a Report Window will be displayed. The Report Window contains an on-screen view displaying your requested reporting information. A typical report window looks as follows:

Can reports be graphed? Shadowt allows you to select from an extensive set of data parameters, headers and footers to derive attractive and concise graphs (pie, bar, chart, doughnut etc.).

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Can reports be set up to run automatically? Shadow provides a comprehensive built-in Job Scheduler for automating tasks by day, time, hour, day of week, month and year. Therefore, reports, polling cycles, archiving and diagnostics may be selected to run hourly, daily, weekly, monthly etc. Will RSI run the reports for the customer via their outsourcing .NET solution? Yes, RSI will provide customers with limited resources outsourcing alternatives. RSI will provide the same billing, exception, traffic and diagnostic solutions via remote polling. Contact us for a quotation. How can I test if the system is pricing calls accurately? Shadow provides a built-in Example Call Costing module that allows the operator to enter a sample telephone call to anywhere in the world. The system responds with the cost of the call as determined by the configuration.

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Will Shadow work with IP switches or PBXs? Certainly, Shadow will work with any environment or combination of environments including Nortel Networks, Cisco, Avaya, 3COM, Mitel, NEC etc... The only requirement is a data stream containing the call transaction or call detail recording (CDR). Shadow will support any data format including: • Nortel Networks BCM, Norstar, Succession, M1/SL-1, Succession 1000 • Cisco Call Manager • Avaya Definity • 3COM NBX • Alcatel OmniPCX 4400 • Mitel SX Series • Samsung • Panasonic • Comdial • NEC • Seimens • Ericsson • Toshiba • Altigen • Intertel • Executone • Win • Telrad • Sphere For brevity, we have listed only a few of the many manufacturers and their platforms. We design custom drivers for every manufacturer system. If your system does not appear on this list, please contact us for driver availability. We have a database library of approximately 400 drivers. If we encounter a new data stream, often the driver is created in a matter of hours. Shadow contains a series of built-in drivers called parse files that will translate any ASCII SMDR data stream into a standard format. The following are selected examples of call data from popular telephone system manufacturers: Nortel Networks Norstar -------- 02/15/94 09:00:48 LINE = 0001 STN = 30 00:00:00 INCOMING CALL RINGING 0:05 00:00:07 HOLD 00:00:47 TRANSFERRED -------- 02/15/94 09:01:35 LINE = 0003 STN = 27 00:00:00 FROM TRANSFER 00:00:00 UNHOLD 00:00:20 CALL RELEASED -------- 02/15/94 08:52:10 LINE = 0004 STN = 24 00:00:00 OUTGOING CALL DIGITS DIALED 490562 BC=VOIP 00:12:08 CALL RELEASED DMS/Centrex Data D1 4161741C0713 T09 0 0101 4000010 416 975 2467 0059 175836 007804 00 2467 D1 4161741C0713 T11 00 117 4000010 416 975 2473 0059 183340 004601 00 2473 D1 4161741C0710 416975 2375 4000013 T12 00 102 10059 184641 004141 00 19028614279 D1 4161741C0713 T02 00 114 4000013 000 00 000 0059 191942 000776 00 94798665 D1 4161741C0710 416975 5946 4000013 T11 00 111 10059 192236 001042 00 11816118 D1 4161741C0710 416975 6300 4000013 T01 00 107 10059 192904 000373 00 11503600 D1 4161741C0710 416975 6301 4100013 T02 00 121 10059 193045 004505 20 15144887279 D1 4161741C0710 416975 2484 4000013 T10 00 102 10059 193224 000009 00 12126277400

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Mitel SX200 Series 08/03 17:49 00:00:24 3899 18007980089 T039 08/03 18:08 00:00:04 X002 000 3882 3882 08/03 18:09 00:00:15 T038 3168 ASX017 08/03 21:57 00:01:20 X002 021 3824 *3824 X062 08/03 22:49 00:00:24 3299 9 19057980089 T039 Telrad DATE: FRI 06/01/2001 SMDR PAGE 05 CO USER TIME DURATION TYPE ACCOUNT_CODE CALLED_NUM RING_TIME " 00:42 H 812 227 10:08 AM 00:46 L S-E 12486260178 807 10:04 AM 07:39 I S-E D 4840 #3134657000 00:05 " 220 01:18 " 231 03:59 " 303 02:23 3COM NBX 9/1/00,2,0,O,104,jim nations, , ,753,408.302.0000, ,8:11:34 AM,139,1310786887644#, ,2,-1, ,1, 9/1/00,3,0,I,750,408.392.0061, , ,104,jim porter, ,8:31:36 AM,14, , ,0,0, ,0, 9/1/00,4,0,I,750,408.392.0061, , ,0,ABC Group Park Site, ,8:31:50 AM,1, , ,0,3, ,0, 9/1/00,5,0,I,750,408.392.0061, , ,103,john doe, ,8:31:51 AM,30, , ,0,4, ,1, Intertel Access DID 2523 94470 132 07:58 00:00:28 $00.00 * DID 2523 94464 139 08:00 00:00:27 $00.00 * TLD 141 94458 1-912-741-1169 08:20 00:01:23 $00.00 77777120 DID 2523 94465 160 08:22 00:00:31 $00.00 * TLC 135 94458 404-243-8733 08:31 00:00:20 $00.00 Nortel Networks M1/Succession 1000 N 035 00 DN2912 T005024 07/09 16:08 00:08:00 20517147207474 N 036 00 T00502 DN2915 07/09 16:09 00:02:04 & 9055764575XXXXXXXX N 037 00 DN2917 T005023 07/09 16:08 00:13:32 20513056819228 N 038 00 DN2904 T005024 000.0.04.01 07/09 16:24 00:00:24 20512510733 N 039 00 DN2904 T007006 07/09 16:39 00:00:06 2079224850 N 040 00 DN2904 T005024 07/09 16:44 00:02:28 20513056611422 N 041 00 DN2904 T007006 000.0.04.00 07/09 16:48 00:00:52 20718003428336 For a complete list of the most current parse file drivers contact RSI.

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WARRANTY All Shadow systems have a 30-day return warranty. Return authorization may be granted if RSI is notified within 30 days of purchase and the system fails to meet the specifications outlined in the sales and technical documentation. A comprehensive Extended Annual Maintenance program is strongly recommended. Annual Maintenance entitles customers to:

• Free software upgrades • Quarterly rate & tariff upgrades for major national and international carriers • Area code and exchange updates • Telephone support from the RSI Telecom Services Support Line • Special promotional discounts and new product announcements

RATE TABLE UPGRADES Rates and tariffs for the major telephone companies (usually 2-3) are shipped with the distribution disks. International destinations are shipped with corresponding national carrier tables (if available). All rate table upgrades are generally shipped directly to the customer unless otherwise instructed by our dealers. These upgrades are no fewer than 2 times a year, RSI may elect to notify customers of upgrades more frequently. Each customer with an Extended Annual Maintenance Contract is granted direct access to our private customer website. This website contains the latest rate & tariff tables available for download. HOURS OF SERVICE & GUARANTEED RESPONSE TIMES In United States and Canada, direct support is available to all customers during the 90 days following installation. Extended support may be obtained by subscribing to annual support programs. Eligible customers may call the RSI Telecom Services Support Line via a toll call between 8:30 AM and 5:00 PM Eastern time, Monday through Friday, excluding holidays.

• Technical Support Services (905) 576-4575 • Facsimile Support Services (905) 576-4705

Corrective action is taken based on problem priority. Generally responses to critical errors are granted level one priority and answered within 4 hours. Level two concerns are addressed within 24 hours. 24/7 Support Twenty four hour support is available to customers that subscribe to our Priority Annual Maintenance agreement. This option is generally recommended for businesses that have a 24 requirement (i.e. hospitality). 24 Hour Extended Support calls to our voice mail/pager are returned within 2 hours of receipt. Online Support Resource Software International Ltd. (RSI) offers automated online software and tariff updates. Customers that subscribe to our Extended Annual Maintenance program enjoy these benefits. Contact us for details.

• Email [email protected] • Website http://www.telecost.com

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CARRIER COMPARISONS analysis by service or provider

Shadow provides complete built-in power for comparative analysis of telephone companies, alternate long distance suppliers and resellers. These reports highlight most favorable calling periods, preferred discount options and least cost or best scenarios. You may select to analyze actual telephone data or hypothetical calling patterns. Key Reports: • Carrier Comparison Report • Corporate Summary (Multi-Carrier) • Best Route Summary Report • Profit Summary Report • Multi-Site Summary Report

Date Calls Duration Carrier Alt. A Best Route t Oct 1 123 131:36 45.25 39.40 Alt. B Oct 2 101 103:20 43.03 39.30 Alt. B Oct 3 99 91:36 35.25 22.12 Alt. B Oct 4 85 100:24 43.89 30.72 Alt. B Oct 5 120 143:36 85.62 59.54 Alt. B Oct 6 118 150:40 93.48 65.44 Alt. B Oct 7 102 101:46 45.22 31.65 Alt. B Oct 8 122 223:25 95.06 66.54 Alt. B Oct 9 114 205:52 41.71 29.19 Alt. B Oct 10 110 131:06 43.11 33.32 Alt. B Total 1094 1383:21 571.62 417.22 Alt. B nd.. Study Period: 10 days Best Route: Alt. B

© 2003, ABC COMPANY

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Report Date: October 1, 2003 to October 10, 2003 Print Date: 2003 -10-18

Shadow reports can now be customized with company logos, report titles, address information, columns and footers. In fact, you can even design your own reports using third party software.

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CARRIER COMPARISONS profits, margins and savings

Date Calls Duration Chargeback Actual Margin % Diff… Jan 01 35 122:00 91.42 66.06 25.36 38.4 % Jan 03 3 20:00 11.52 9.30 2.22 23.9 % Jan 04 6 41:00 25.81 21.38 4.43 20.7 % Jan 05 2 9:00 6.32 4.84 1.48 30.6 % Jan 06 2 3:00 2.06 1.31 0.75 57.3 % Jan 07 2 13:00 7.34 5.86 1.48 25.3 % Jan 09 2 22:00 12.47 11.00 1.47 13.4 % Jan 10 9 30:00 23.56 16.86 6.70 39.7 % Jan 11 5 10:00 9.74 6.00 3.74 62.3 % Jan 12 12 43:00 31.88 22.93 8.95 39.0 % Jan 13 8 32:00 22.58 16.63 5.95 35.8 % Jan 14 5 48:00 27.86 24.17 3.69 15.3 % Jan 16 3 34:00 18.60 16.40 2.20 13.4 % Jan 17 1 5:00 3.40 2.66 0.74 27.8 % Jan 19 5 21:00 13.80 10.07 3.73 37.0 % Jan 20 4 7:00 7.51 4.52 2.99 66.2 % Jan 21 6 13:00 12.69 8.20 4.49 54.8 % Jan 22 1 1:00 1.48 0.73 0.75 102.7 % Jan 24 1 1:00 1.53 0.78 0.75 96.2 % Jan 25 3 4:00 4.92 2.67 2.25 84.3 % Jan 26 4 18:00 5.31 3.06 2.25 73.5 % Jan 27 7 22:00 14.07 9.59 4.48 46.7 % Jan 29 3 24:00 13.02 10.80 2.22 20.6 % Jan 31 2 31:00 15.89 14.43 1.46 10.1 % Total 131 33:11 384.78 290.25 94.53 32.6 %


Report Date: January 1, 2003 to January 31, 2003 Print Date: 2003 -10-18

Determine Savings, Profits and Service Feasibility The Profit Summary Report may be configured for any time period. The powerful Shadow multi-carrier/ multi-cost design allows chargeback environments to easily determine margins or savings. Network planners may utilize this report as a yardstick for service feasibility. In hospitality environments, night posting of this report interprets daily margins of actual vs guest charge.

Shadow column headings and footings are user-definable. In the above example, the headings Chargeback and Actual could be renamed to specific relevant terms for your organization (i.e. Hotel Charge and Telco). power point

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Division Calls Duration Cost Tax 1 Tax 2 Total ACCOUNTING 123 131:36 45.25 3.24 3.62 52.11 ADMIN 122 223:25 95.06 6.65 7.60 109.31 HR 120 143:36 85.62 6.06 6.85 98.53 LEGAL 118 150:40 93.48 6.89 7.48 107.85 MAILROOM 102 101:46 45.22 3.24 3.62 52.08 MARKETING 101 103:20 43.03 3.01 3.44 49.48 TELECOM 99 91:36 35.25 2.47 2.82 40.54 TMKTING 114 205:52 41.71 2.92 3.34 47.97 TRAINING 110 131:06 43.11 3.02 3.45 49.58 SALES 85 100:24 43.89 3.07 3.51 50.47

Total 1094 1383:21 571.62 40.57 45.73 657.92


CARRIER COMPARISONS detailed analysis for budgeting, forecasting and competitive rate plans

The bottom line is often the major deciding factor in selecting a long distance provider. The above report analyzes a corporation by division via multiple carriers or services. This allows a telecom manager to examine the impact on the bottom line in a side-by-side cost comparison. Optionally, you may derive multiple-carrier summaries for up to 5 corporate levels (i.e. Extension, Cost Center, Department, Division, Section) or a consolidated report via a Multi-Site Summary Report. This report also allows you to summarize expenses for budgeting, forecasting, trend line analysis and cost allocation to corporate journals. Carrier comparisons may often involve more detailed analysis by calling pattern, discount periods and peak calling periods. You may generate multi-carrier summary and detailed expenses for all Shadow reports. For example, you could derive an Area Code Summary, Extension Charges, Trunk Summary etc.. via multiple carriers scenarios. Select any query criteria for time of day, geographical area, trunk group, calling party, billing increment and discount plans. Compare carrier vs carrier, carrier vs reseller, one-carrier services (i.e. Flat Rate & DDD), telephone invoices vs published rates and countless other cost vs cost scenarios.

Report Date: October 1, 2003 to October 10, 2003 Print Date: 2003 -10-18

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Entity Site Calls Duration Cost Comment 0103 ABC MANUFACTURING 1360 4532:30 1673.25 TOLEDO PLANT 0200 ABC INTERNATIONAL 7343 18436:00 6732.31 WASHINGTON D.C.OFFICE 0202 ABC TOOL & DYE 745 3395:00 1643.91 NEW YORK PLANT 1000 ABC COMMERCIAL SHIPPING 980 4598:30 1490.03 SEATTLE SHIPYARD 1001 ABC RESEARCH 722 2879:00 768.03 LOS ANGELES LABS Total 11150 33841:00 12307.53


Report Date: October 1,2003 to October 10, 2003 Print Date: 2003 -10-18

CORPORATE BILLING analysis of the total network across all branches

Shadow will consolidate expenses for any number of sites/locations and allocate these charges to user-definable corporate levels.

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CORPORATE BILLING detailed corporate billing

Many organizations utilize internal billing in order to remain within predetermined budgets. Often telecom expenses are difficult to track and allocate. Shadow takes control of voice & data traffic and effectively identifies station numbers, authorization codes and proceeds to allocate expenses to every defined corporate level. Billback reports may be configured with 1 cost and analysis reports may compare several services. Some cost allocation reports: • Authorization Code Report (Detail/Summary) • Extension Report (Detail/Summary) • Cost Center Summary • Department Summary • Division Summary • Multi-Site Summary

Page: 1 of 1 Authorization Code Detail

Extension: 232 Cost Center: 124B Department: CORP. ACCTS Division: SALES Date Time Location Number Duration Carrier Route Duration Alt Cost Route Comment Jun 01 12:05 am NEW YORK NY 1 212 334-2213 10:00 5.87 DDD 10:00 3.15 ALT-A Jun 01 12:28 am Incoming 1:24 1.12 INWAT 1:24 1.12 INWAT Jun 01 12:32 am Outgoing 1 800 731-2219 4:18 0.00 TOL 4:18 0.00 TOL Toll Free Jun 01 1:33 am CALGARY AB 1 403 259-0003 1:00 0.56 DDD 1:00 0.35 ALT-A Jun 01 1:34 am TORONTO ON 375-2648 0:02 0.00 LOC 0:02 0.00 LOC Jun 01 1:49 am STPETERSBGFL 1 813 576-4444 1:00 0.63 DDD 1:00 0.18 ALT-A Jun 01 1:49 am OSHAWA ON 1 416 576-4575 1:43 0.00 LOC 1:43 0.00 LOC RSI Jun 01 2:01 am DIR ASST CA 1 714 555-1212 1:26 0.60 DIR 1:26 0.60 DIR LD-Dir-Asst Jun 01 3:00 am Internal 4:19 0.00 LTL 4:19 0.00 LTL LTL Jun 01 5:13 am Outgoing 411 0:09 0.60 DIR 0:09 0.60 DIR Loc-Dir-Asst Jun 01 6:38 am TORONTO ON 694-0555 0:41 0.00 LOC 0:41 0.00 LOC Jun 01 7:16 am SAN FRAN CA 0 415 882-9912 6:38 0.00 OPR 6:38 0.00 OPR Oper. Asst Jun 01 7:38 am UNITED KNGDM 011 44 3312389 1:00 1.33 INTL 1:00 1.16 INTL Intl Jun 01 7:42 am Outgoing 23 0:08 0.00 INV 0:08 0.00 INV Other Jun 01 7:49 am SWEDEN 011 46 93309773 1:00 1.33 INTL 1:00 1.16 INTL 8010252126 Jun 01 7:58 am Incoming 0:41 0.00 INC 0:41 0.00 INC Jun 01 10:55 am MTL-FX 77 0.02 F-MTL 0.02 F-MTL MONTREAL PQ 1 514 352-1234 32:06 0.00 F-LOC 32:06 0.00 F-LOC Jun 01 12:55 pm INGLEWOOD CA 1 310 338-1234 12:00 7.73 DDD 12:00 3.68 ALT-A Total Calls: 18 79:35 19.79 79:35 12.02 State/Prov Tax 1.52 0.90 Federal Tax 1.33 0.79 Chargeable Messages 19.79 12.02

Total Expenses 22.65 13.71


Report Date: June 2,2003 Print Date: 2003 -10-18

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CUSTOMER BILLING client, guest or project cost recovery

Most PBXs and key systems allow the user to enter account numbers to identify calls made on behalf of customers or clients. This flexibility allows service oriented firms to invoice for their telephone calls (i.e. lawyers, architects, engineers, accountants, brokers etc...). In fact, Shadow provides specific custom reports for these professionals. Transactions may be automatically interfaced to popular accounting and property management systems. Some customer billing reports: • Account Code Report (Detail/Summary) • Time on Account Report (Detail/Summary)* • Undisbursed Expenses (Detail/Summary)* • Hospitality Reports*

* denotes Professional or Hospitality Versions only

Account: 94062321 Customer: XYZ Industries Ltd. Date Time Ext Location Number Duration Carrier Route Dur 2 Rate Route Comment Jun 01 12:05 am 234 NEW YORK NY 1 212 334-2213 10:00 5.87 DDD 10:00 5.15 ALT-A Jun 01 12:28 am 235 Incoming 1:24 1.12 INWAT 1:24 3.12 INWAT Jun 01 12:32 am 234 Outgoing 1 800 731-2219 4:18 0.00 TOL 4:18 2.00 TOL Toll Free Jun 01 1:33 am 286 CALGARY AB 1 403 259-0003 1:00 0.56 DDD 1:00 2.35 ALT-A Jun 01 1:34 am 234 TORONTO ON 375-2648 0:02 0.00 LOC 0:02 2.00 LOC Jun 01 1:49 am 234 STPETERSBGFL 1 813 576-4444 1:00 0.63 DDD 1:00 2.18 ALT-A Jun 01 1:49 am 234 OSHAWA ON 1 416 576-4575 1:43 0.00 LOC 1:43 2.00 LOC RSI Jun 01 2:01 am 235 DIR ASST CA 1 714 555-1212 1:26 0.60 DIR 1:26 2.60 DIR LD-Dir-Asst Jun 01 5:13 am 234 Outgoing 411 0:09 0.60 DIR 0:09 2.60 DIR Local-Dir-Asst Jun 01 6:38 am 234 TORONTO ON 694-0555 0:41 0.00 LOC 0:41 2.00 LOC Jun 01 7:16 am 234 SAN FRAN CA 0 415 882-9912 6:38 0.00 OPR 6:38 2.00 OPR Oper Assisted Jun 01 7:38 am 234 UNITED KNGDM 011 44 3312389 1:00 1.33 INTL 1:00 3.16 INTL International Jun 01 7:49 am 235 SWEDEN 011 46 93309773 1:00 1.33 INTL 1:00 3.16 INTL 8010252126 Jun 01 10:55 am 235 MTL-FX 77 0.02 F-MTL 2.02 F-MTL MONTREAL PQ 1 514 352-1234 32:06 0.00 F-LOC 32:06 0.00 F-LOC Jun 01 12:55 pm 242 INGLEWOOD CA 1 310 338-1234 12:00 7.73 DDD 12:00 5.68 ALT-A Total Calls: 15 74:21 19.79 74:21 42.02 State/Prov Tax 1.52 3.36 Federal Tax 1.33 2.94 Chargeable Messages 19.79 42.02 Total Expenses 22.65 48.32


Shadow may be configured with user-definable corporate structure names (i.e. Division, Section, Department, Profit Center, Cost Center etc... Available sorted by Extension, Authorization and/or Facility.

Report Date: June 2,2003 Print Date: 2003 -10-18

21


EXCEPTION queries and ad hoc reporting

Exception reporting is a powerful tool for tracking irregular, ad hoc, irresponsible calling habits (i.e. excessively long durations), misused services (i.e. directory assistance), excessive cost calls, abuse calls (i.e. off-hours calls, 900/976). Shadow provides dozens of report query fields for configuration of virtually any imaginable request. For example, list all calls to Mexico, made by extensions 200-205, every Tuesday last month, between 9-5pm.

power point

Shadow Report Filters may be applied to all system reports to derive even the most demanding queries (via Wildcard or Range).

22


NETWORK MANAGEMENT summarized facility analysis

The accurate usage of available services is the key to planning of future services. Shadow allows proper measurement of current facility usage through detailed and summary analysis. For example, how much voice mail traffic is there? Does the number of calls internationally warrant looking at competitive tariffs? Is the organization properly equipped for internet access? Some facility analysis reports: • Extension Facility Summary Report • Department Facility Summary Report • Division Facility Summary Report • Corporate Facility Summary Report • Route Summary Report

Division Facility/Service Calls Duration Carrier | Calls Duration Alt. A 1000 CARIBBEAN 10 22:30 47.23 | 10 22:30 17.53 INCOMING 938 1428:03 0.00 | 938 1428:03 0.00 INTERNATIONAL 6 18:36 29.38 | 6 18:36 22.45 INVALID CALLS 14 1:23 0.00 | 14 1:23 0.00 LOCAL TORONTO 492 872:37 0.00 | 492 872:37 0.00 LONG DISTANCE 186 425:30 187.39 | 186 425:30 127.42 INTERNET 782 1236:21 0.00 | 782 1236:21 0.00 TOLL FREE 47 98:42 0.00 | 47 98:42 0.00 VOICE MAIL 197 190:18 0.00 | 197 190:18 0.00 TOTAL 2672 4294:00 264.00 2672 4294:00 167.40


Report Date: June 1,2003 to June 30, 2003 Print Date: 2003 -10-18

power point

Shadow facility/service may be configured to any user-defined naming convention.

23


NETWORK MANAGEMENT traffic analysis

The flow and volume of telephone calls often dictate the performance of your telecom network. Shadow provides built-in tools to determine: geographical calling patterns (inbound and outbound), peak calling periods, facility usage and inactive or down trunk lines. Grade of service analysis (Erlang B & Poisson) assists in pinpointing facility usage. Some traffic analysis reports: • All Trunks Busy Report • Trunk Reports (Detail/Summary, Tandem, Hourly Grade of Service) • Incoming Ring Time Report (Month/Trend Line)

Group: DDD - TELCO LINES Time In Out Tandem Real Dur. % of Hr. Trunk Usage 00:00 - 00:59 0 0 0 0:00 0.0 | 01:00 - 01:59 0 0 0 0:00 0.0 | 02:00 - 02:59 0 0 0 0:00 0.0 | 03:00 - 03:59 0 0 0 0:00 0.0 | 04:00 - 04:59 0 0 0 0:00 0.0 | 05:00 - 05:59 0 0 0 0:00 0.0 | 06:00 - 06:59 0 1 0 0:04 0.0 |* 07:00 - 07:59 41 15 0 76:42 0.8 |* 08:00 - 08:59 171 70 0 418:22 4.5 |*** 09:00 - 09:59 487 334 0 1663:56 17.8 |*********** 10:00 - 10:59 535 310 0 2063:55 22.1 |************** 11:00 - 11:59 537 304 0 1979:14 21.2 |************* 12:00 - 12:59 440 291 0 1772:58 18.9 |************ 13:00 - 13:59 448 314 0 1664:11 17.8 |*********** 14:00 - 14:59 473 385 0 2106:33 22.5 |************** 15:00 - 15:59 472 502 0 2030:06 21.7 |************** 16:00 - 16:59 467 553 0 2157:35 23.1 |************** 17:00 - 17:59 245 251 0 1005:09 10.7 |******* 18:00 - 18:59 124 139 0 545:55 5.8 |**** 19:00 - 19:59 90 165 0 480:47 5.1 |**** 20:00 - 20:59 48 100 0 319:05 3.4 |*** 21:00 - 21:59 0 8 0 30:01 0.3 |* 22:00 - 22:59 0 2 0 6:18 0.1 |* 23:00 - 23:59 0 5 0 2:22 0.0 |* 4578 3749 0 18323:13 Number of Traffic Days...........: 26 Number of Active Trunks..........: 6 Busiest Hour Usually Occurs......: 16:00 - 16:59 Average Busy Hour (CCS/Erlangs)..: 8 / 0.23 Grade of Service............: P01 Average Hour (CCS/Erlangs).......: 3 / 0.08 Grade of Service............: P01 Peak Hour (Date/Time)............: May 25 / 14:00 - 14:59 Peak Hour (CCS/Erlangs)..........: 101 / 2.81 Grade of Service............: P04 Grade of Service Calculations Desired Grade of Service P01 P02 P03 P04 P05 P06 P07 P08 P09 P10 --- --- --- --- --- --- --- --- --- --- Trunks Required: 8 7 7 7 6 6 6 6 6 5


24


NETWORK MANAGEMENT ring time and lost calls

The delay before a call is answered is often a reflection on the quality of service of an organization. Shadow provides ring time, trunks busy and grade of service analysis to determine proper resources and facilities (i.e. automated attendant or voice mail). Many customer service organizations are dependent on the proper flow of their 800 entry numbers. Some traffic analysis reports: • All Trunks Busy Report • Trunk Charges (Detail/Summary) • Incoming Ring Time Report (Month/Trend Line) • Hourly Summary Report • Tandem Trunk Summary

Trunk Group: INC - DID LINES Seconds Calls In % of Total Cumulative % of Total Usage 01-05 2345 45.67 2345 45.67 | *************** 06-10 1222 23.80 3567 69.46 | ********* 11-15 603 11.74 4170 81.21 | ***** 16-20 589 11.47 4759 92.68 | ***** 21-25 344 6.70 5103 99.38 | *** 26-30 28 0.55 5131 99.92 | * 31-35 1 0.02 5132 99.94 | 36-40 1 0.02 5133 99.96 | 41-45 0 0.00 5133 99.96 | 46-over 2 0.04 5135 100.00 | 3 Total Number of Incoming Calls: 5135 Total Calls Reporting Ring Time: 5135 Number of Active Trunks: 4



It should be noted, some telephone systems, dialers and line monitoring devices do not represent ring time in their call detail recording. Please consult your telephone system supplier for availability of this information.

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Shadow will import, translate and allocate any call detail from PBXs, KSUs, Communication Servers, TIM, Centrex, scanned hardcopy invoices, log files etc...

25


NETWORK MANAGEMENT traffic volumes, down trunks, facility usage

The flow and volume of telephone calls often dictate the performance of your telecom network. Shadow provides built-in tools to determine: geographical calling patterns (inbound and outbound), peak calling periods, facility usage and inactive or down trunk lines. Grade of service analysis (Erlang B & Poisson) pinpoint optimal number of facilities. Some traffic analysis reports: • All Trunks Busy Report • Trunk Charges (Detail/Summary) • Incoming Ring Time Report (Month/Trend Line) • Hourly Summary Report • Tandem Trunk Summary

Trunk Group Comment In Out Tandem Total Duration Cost State . Federal Total 0008000 AJAX AJAX BELL LINES 52 164 0 216 703:20 0.00 0.00 0.00 0.00 Sub-Total for: AJAX 52 164 0 216 703:20 0.00 0.00 0.00 0.00 0009000 INWAT INWATS LINES 0 4884 0 4884 611:35 0.00 0.00 0.00 0.00 Sub-Total for: INWAT 0 4884 0 4884 611:35 0.00 0.00 0.00 0.00 0001000 PICK PICKERING BELL LINES 2759 379 0 3138 7926:03 22.55 1.66 1.45 25.66 0002000 PICK PICKERING BELL LINES 1463 580 0 2043 4846:04 95.21 7.33 6.41 108.95 0003000 PICK PICKERING BELL LINES 745 809 0 1554 3764:45 146.05 11.30 9.89 167.24 0004000 PICK PICKERING BELL LINES 355 888 0 1243 2691:38 118.30 9.22 8.07 135.59 0005000 PICK PICKERING BELL LINES 166 920 0 1086 2690:42 229.26 17.91 15.67 262.84 0006000 PICK PICKERING BELL LINES 104 910 0 1014 1841:03 89.52 6.92 6.06 102.50 0007000 PICK PICKERING BELL LINES 26 253 0 279 517:35 34.47 2.71 2.37 39.55 0010000 PICK PICKERING BELL LINES 964 110 0 1074 2604:27 0.00 0.00 0.00 0.00 0011000 PICK PICKERING BELL LINES 246 0 0 246 705:00 0.00 0.00 0.00 0.00 Sub-Total for: PICK 6828 4849 0 11677 27587:17 735.36 57.05 49.92 842.33 TOTAL 6880 9897 0 16777 28902:12 735.36 57.05 49.92 842.32



26


NETWORK MANAGEMENT geographic distribution and facility planning

The influx of competitor services has given telecom managers countless different options to shape their network given geographical preferred options. Shadow provides countless comparative traffic reports to determine best routes and discount options. All network management reports may be configured for multi-carrier reporting. Some geographic distribution reports: • Exchange Summary Report • LATA Summary Report • Area Code Summary Report • City Summary Report • State or Province Summary Report

Area Calls Duration Cost Tax 1 Tax 2 Total Cost 204 MANITOBA 21 118:00 51.06 3.57 4.08 58.72 206 WASHINGTON 1 7:00 2.55 0.18 0.20 2.93 214 TEXAS 3 37:00 19.98 1.40 1.60 22.98 219 INDIANA 6 8:00 0.00 0.00 0.00 0.00 306 SASKATCHEWAN 34 280:00 102.65 7.19 8.21 118.05 310 CALIFORNIA 1 3:00 1.68 0.12 0.13 1.93 403 ALBERTA 64 560:00 269.01 18.83 21.52 309.36 405 OKLAHOMA 4 12:00 6.48 0.45 0.52 7.45 407 FLORIDA 6 26:00 14.04 0.98 1.12 16.15 408 CALIFORNIA 10 42:00 23.52 1.65 1.88 27.05 415 CALIFORNIA 1 1:00 0.56 0.04 0.04 0.64 416 ONTARIO 3453 11018:00 660.12 46.21 52.81 759.14 418 QUEBEC 10 28:00 10.87 0.76 0.87 12.50 506 NEW BRUNSWICK 15 123:00 56.46 3.95 4.52 64.93 510 CALIFORNIA 14 28:00 0.00 0.00 0.00 0.00 514 QUEBEC 203 1212:34 470.67 32.95 37.65 541.27 519 ONTARIO 140 473:00 170.35 11.92 13.63 195.90 604 BRITISH COLUMBIA 133 945:00 417.49 29.22 33.40 480.11 609 NEW JERSEY 1 2:00 1.06 0.07 0.08 1.22 612 MINNESOTA 1 3:00 1.62 0.11 0.13 1.86 613 ONTARIO 114 604:56 222.65 15.59 17.81 256.05 617 MASSACHUSETTS 3 3:00 1.59 0.11 0.13 1.83 702 NEVADA 1 5:00 2.80 0.20 0.22 3.22 705 ONTARIO 104 468:00 170.88 11.96 13.67 196.51 708 ILLINOIS 4 4:00 2.12 0.15 0.17 2.44 709 NEWFOUNDLAND 7 72:00 33.84 2.37 2.71 38.92 803 SOUTH CAROLINA 2 8:00 4.32 0.30 0.35 4.97 807 ONTARIO 4 25:00 9.75 0.68 0.78 11.21 818 CALIFORNIA 95 296:00 163.02 11.41 13.04 187.47 819 QUEBEC 20 58:00 22.62 1.58 1.81 26.01 902 NOVA SCOTIA/P.E.I. 79 459:37 187.72 13.14 15.02 215.88 916 CALIFORNIA 3 3:00 1.68 0.12 0.13 1.93 0 Plus 13 8:49 0.00 0.00 0.00 0.00 Incoming 10397 69905:00 0.00 0.00 0.00 0.00 Intl-Oper-Asst 1 0:04 0.00 0.00 0.00 0.00 Outgoing 111 2056:28 5.40 0.00 0.00 5.40 Toll Free 261 883:10 0.00 0.00 0.00 0.00 15340 89786:38 3108.56 217.22 248.25 3574.03



27


PRODUCTIVITY telemarketing & cold calling

The telephone is the most tangible means of measuring performance of telemarketers, sales teams, charity drives and polling. Shadow provides extensive reporting tools for establishing goals and maintaining cumulative summaries of projections. These reports provide the necessary performance numbers. Some productivity analysis reports: • Extension Productivity • Extension Analysis • Extension Summary • Incoming Ring Time Report (Month/Trend Line) • Hourly Summary Report

Name Ext. Days Goal Calls +/- Avg. | Goal Min. +/- Avg. 0-1M 1-3M >3M Usagee ADDISON, L 0000022 5 200 129 -71 26 | 400 134 -266 1.0 79 41 9 21.6% BUCKMAN, B 0000023 4 160 192 32 48 | 320 415 95 2.2 113 42 37 155.6% CLINTON, T 0000024 5 200 180 -20 36 | 400 363 -37 2.0 112 47 21 81.7% KARLOV, J 0000026 6 240 282 42 47 | 480 1122 642 4.0 182 58 42 274.7% SMYTH-JAKES, E 0000027 4 160 114 -46 28 | 320 444 124 3.9 59 27 28 98.9% THOMPSON, R 0000030 2 80 23 -57 11 | 160 59 -101 2.6 10 7 6 10.6% TOTAL 26 1040 920 -120 35 | 2080 2537 457 2.8 555 222 143 107.9%



power point

Shadow productivity goals may be custom designed by individual, groups or corporate structure. For example, a goal of 40 calls/day by extension 25 and 50 calls/day by SALES.

28


PRODUCTIVITY extension watchdog

Telephone management reports through ad hoc reporting often highlight misuse and abuse patterns. Shadow provides more detailed and extensive extension analysis tools to determine call attempts, calls completed, fraud calls and averages. The extension analysis report pinpoints AM/PM calling patterns. Some productivity analysis reports: • Extension Productivity • Extension Analysis • Extension Summary • Incoming Ring Time Report (Month/Trend Line) • Hourly Summary Report

Date Attempt Fail Calls Alert Repeat Dur Avg Short Long Cost Tax Total Avg Most First Last Jun 15 PM:In 1 0 1 0 0x0 1:01 1:01 1:01 1:01 0.00 0.00 0.00 0.00 0.00 12:37p 12:37p Total 1 0 1 0 0x0 1:01 1:01 1:01 1:01 0.00 0.00 0.00 0.00 0.00 12:37p 12:37p Jun 17 AM:In 10 0 10 0 0x0 10:30 1:03 0:23 2:29 0.00 0.00 0.00 0.00 0.00 8:33a 11:36a Out 5 0 5 1 1x2 1:11 0:14 0:02 0:42 4.91 0.06 4.97 0.99 4.97 10:19a 10:56a PM:In 5 0 5 0 0x0 4:08 0:49 0:20 1:23 0.00 0.00 0.00 0.00 0.00 12:03p 4:40p Out 2 0 2 0 0x0 3:06 1:33 1:24 1:42 6.63 0.08 6.71 3.35 6.71 12:10p 12:42p Total 22 0 22 0 1x2 18:55 0:51 0:02 2:29 11.54 0.14 11.68 0.53 6.71 8:33a 4:40p Jun 18 AM:In 1 0 1 0 0x0 1:01 1:01 1:01 1:01 0.00 0.00 0.00 0.00 0.00 11:39a 11:39a Out 1 0 1 0 0x0 0:42 0:42 0:42 0:42 5.10 0.06 5.16 5.16 5.16 10:37a 10:37a PM:In 6 0 6 0 0x0 2:33 0:25 0:01 1:15 0.00 0.00 0.00 0.00 0.00 12:41p 7:17p Out 17 0 17 0 2x13 11:29 0:40 0:13 1:30 58.53 0.70 59.23 3.48 5.13 12:03p 7:18p Total 25 0 25 0 2x13 15:45 0:37 0:01 1:30 63.63 0.76 64.39 2.58 5.16 10:37a 7:18p Jun 21 AM:In 3 0 3 0 0x0 1:47 0:35 0:11 0:52 0.00 0.00 0.00 0.00 0.00 9:02a 11:52a PM:In 7 0 7 0 0x0 3:01 0:25 0:01 1:04 0.00 0.00 0.00 0.00 0.00 12:09p 6:56p Out 2 0 2 0 0x0 2:48 1:24 0:54 1:54 10.38 0.12 10.50 5.25 7.05 1:51p 6:55p Total 12 0 12 0 0x0 7:36 0:38 0:01 1:54 10.38 0.12 10.50 0.88 7.05 9:02a 6:56p Total AM:In 14 0 14 0 0x0 13:18 0:57 0:11 2:29 0.00 0.00 0.00 0.00 0.00 8:33a 11:52a Out 6 0 6 1 1x2 1:53 0:18 0:02 0:42 10.01 0.12 10.13 1.69 5.16 10:19a 10:56a PM:In 19 0 19 0 0x0 10:43 0:33 0:01 1:23 0.00 0.00 0.00 0.00 0.00 12:03p 7:17p Out 21 0 21 0 2x13 17:23 0:49 0:13 1:54 75.54 0.90 76.44 3.64 7.05 12:03p 7:18p 60 0 60 1 3x15 43:17 0:43 0:01 2:29 85.55 1.02 86.57 1.44 7.05 8:33a 7:18p


29


IMPORT/EXPORT property mgmt & accounting export

Shadow is the most dynamic data translator in the marketplace. Shadow will interface with virtually any commercially available property management system, accounting or database. For example, professionals require special interfaces to accounting systems which include a billing id, client matter number or account code. Shadow allows export of any combination of fields by line item or summary format. Some reconciliation reports and import/export functions: • Export Report • Import RAW Data • Chronological Telephone Expense Report • Export Summary Report

EXPORT TO PROPERTY MANAGEMENT, MAINFRAMES AND OTHER APPLICATIONS (i.e. Hospitality Property Management Systems (PMS), database files, comma delimited files, journal entries and Professional accounting systems). Two Sample Customer Defined Exports 416 856 519 633 19930602 0744 120 34 416 856 416 775 19930603 0703 180 34 416 856 519 856 19930608 0744 60 34 416 856 705 726 19930621 0735 60 34 416 856 519 663 19930525 0942 180 111 4156918341 19055764575 01/19/94 09:48:24 0224 4157238988 14163452000 01/19/94 09:54:21 0024 4162345558 18135761122 01/19/94 10:22:33 0143 4162687890 16133681234 01/19/94 11:08:52 1219

30


IMPORT/EXPORT automated journal entries

Shadow accessory utilities allow the customer to define specific export interfaces to accounting journals for cost allocation of cost centers, departments, divisions etc... Files are exported in the format required by the spreadsheet, database or billing system. A sample user format is defined below: Some reconciliation import/export functions: • Export Report • Import RAW Data • Export Summary Report

CASH DISBURSEMENTS EXPENSE BILLING JOURNAL ENTRY VENNUM: VOUNUM: JNUMB: JDATE: GROSS: JENUM: JEDATE: PAYPED: BTCHNO: =============================================================================== LINE | | | EXPENSE | OPT | | | SUB | | ITEM | AMOUNT | I.D.#| ACCOUNT | ACCT| LOB| ST | LDGR | DESCRIPTION | ------------------------------------------------------------------------------| L001 | 12.00 | 0769 | 00006550 | TC | | | 142 | MAY VOICE CHG | L002 | 198.00 | 1421 | 00006550 | TC | | | 142 | MAY VOICE CHG | PREPARED BY: ROGER VACHON DATE: JUNE 18, 2000 TELESYSTEMS, TX-3599 FILE NAME = TMCR_MAY.WK1

31


SYSTEM v&h, rates and tariffs

File: ADV_905.HRT RATE TABLES Key Pr Dis NPA T Area/Lata/Exchange Set e ADV 01 ONT A 416 905 ADV 02 ON2 A 519 613 705 807 ADV 03 NPS A 204 418 514 819 ADV 04 CAN A 306 403 506 604 709 902 ADV 05 USA A ?0? ?1? ??? DISTANCE TABLES Key Day-Day Time Range Ini Add Min.$ Msg.$ Dist Ini.$ Add.$ Route Comment CAN SUN SAT 00:00 23:59 30 6 9999 0.1600 0.0320 NPS SUN SAT 00:00 23:59 30 6 9999 0.1250 0.0250 ON2 SUN SAT 00:00 23:59 30 6 9999 0.1150 0.0230 ONT SUN SAT 00:00 23:59 30 6 9999 0.0950 0.0190 USA SUN SAT 00:00 23:59 30 6 9999 0.1500 0.0300

Shadow provides built-in reporting functions to display system-employed V&H, rates & tariff structures. These tariff structures represent the current long distance supplier charges utilized by the Shadow costing engine. Additional surcharges, discounts and taxation may also be configured. Regular V&H, software, rates and tariffs are supplied as part of an extensive Extended Annual Maintenance Program. Some system functions: • Export Report • Import RAW Data • NANPA-NXX Listing • System Configuration Report

NANPA-NXX LISTING Range: 813000 - 813400

NPA NXX Lata Location | NPA NXX Lata Location | NPA NXX Lata Location n 813 210 952 TAMPA FL | 813 273 952 TAMPA FL | 813 345 952 STPETERSBGFL 813 214 952 TAMPA FL | 813 274 952 TAMPA FL | 813 346 952 SARASOTA FL 813 217 952 TAMPA FL | 813 275 939 FORT MYERSFL | 813 347 952 STPETERSBGFL 813 218 952 TAMPA FL | 813 276 952 TAMPA FL | 813 348 952 TAMPA FL 813 219 952 TAMPA FL | 813 277 939 FORT MYERSFL | 813 349 952 SARASOTA FL 813 220 952 TAMPA FL | 813 278 939 FORT MYERSFL | 813 350 952 SARASOTA FL

32


SYSTEM diagnostics

Shadow diagnostic reports highlight inactive/active trunks, extensions, account or auth. codes. This will pinpoint misuse or faulty points in the network. These reports also serve as excellent guides for diagnostics by RSI support representatives. Some system functions: • Failed Duration Report • Inactive/Active Extensions • Inactive/Active Account Codes • NANPA-NXX Listing • System Configuration Report

Inactive/Active Trunk Summary Report XYZ Company June 1, 2000

Active Trunks in Group: OVER - EMERGENCY OVERFLOW T0001002 T0001003 T0001004 T0001005 T0001006 T0001007 T0001008 T0001009 T0001010 Active Trunks in Group: TIE - WHITBY TIE LINE T0007001 T0007002 T0007004 T0007005 T0007006 T0007007 T0007008 T0007009 T0007010 T0007011 T0007012 T0007013 T0007014 T0007015 T0007016 T0007017 T0007018 T0007019 T0007020 T0007021 T0007022 T0007023 Active Trunks in Group: RAN - RAN T0010001 T0010002 T0010003 T0010004 T0010005 T0011001 Active Trunks in Group: DID - DIRECT INWARD DIAL T0017001 T0017002 T0017003 T0017004 T0017005 T0017006 T0017007 T0017008 T0017009 T0017010 T0017011 T0017012 T0017013 T0017014 T0017015 T0017016 T0017017 T0017018 T0017019 T0017020 T0017021 T0017022 T0017023 T0017024 T0017025 T0017026 T0017027 T0017028 T0017029 Active Trunks in Group: DDD - ADVANTAGE T0018027 T0018028 T0018029 T0018030 T0018031 T0018032 T0018033 T0018034 T0018035 T0018036 T0018037 T0018038 T0018039 T0018040 T0018041 T0018042 T0018043 T0018044 T0018045 T0018046 T0018047 Active Trunks in Group: WAT - OUTWATS T0019027 T0019028 T0019029 T0019030 T0019031 T0019032 T0019033 T0019034 T0019035 T0019036 T0019037 T0019038 T0019039 T0019040 T0019041 T0019042 T0019043 T0019044 T0019045 T0019046 T0019047 Inactive Trunk Group(s) RAN - RAN 0012* MUSIC - MUSIC 0014*

33


Network Design Options

SUGGESTED HARDWARE REQUIREMENTS Computer: Pentium III Processor (or greater) Platform: MS Windows 98/ME/NT/2000/XP RAM: 128 MB RAM Hard Disk: 1 GB Serial: 1 RS-232 for data-in 1 RS-232 for data-out [optional] Modem: recommended for remote access software. Network: recommended * note other configurations will work...consult RSI for details.

DATA COLLECTION METHODS Traditionally, connections to the telephone system were done serially (RS-232) to the call detail record (CDR) port. RSI supports all traditional methods of data transmission (i.e. dialup and direct hard wired). Today, there are countless methods that take advantage of the latest technology for data transmission. RSI offers IP connectivity, SQL-database links, FTP, HTTP, DCOM, RSP and various other TCP/IP strategies that are incorporated by the equipment manufacturers for data delivery.

34


International Report Samples

Shadow is designed for a global market. The following report samples are not unique to the countries mentioned. The samples are equivalent in functionality to the domestic version. There are variations with currency, billing algorithms and location names. All the functionality and robust report engine is identical. The following are samples from some of the most recognized countries.

XYZ COMPANY LTD. LONDON, ENGLAND

EXTENSION TELEPHONE EXPENSES REPORT Apr. 6, 2000

Name : SMITH, SAMUEL Extension : 6102 DIVISION : ADVERTISING DEPARTMENT : PR COST CENTER : TELEMARKETING Page: 1 Date Time Trunk Location Number Duration Cost Route Comment Mar 19 12:24 pm 0000415 WEST BURWASH 9 143575513 0:20 0.04 LOCAL Mar 19 12:29 pm 0000412 HARTLEPOOL 9 142918675 1:28 0.08 LOCAL Mar 19 12:34 pm 0000416 WEST BURWASH 9 143575513 0:22 0.04 LOCAL Mar 20 4:07 pm 0000428 BYKER 90 1912658817 2:05 0.19 NAT Total Calls: 4 5:10 0.35 5 V.A.T. 0.06 Chargeable Messages 0.35 Equipment Charges 0.00 Total Expenses 0.41

EXTENSION TELEPHONE EXPENSES REPORT (England)

35


CHRONOLOGICAL TELEPHONE EXPENSES REPORT (France)

XYZ COMPANY LTD. PARIS,FRANCE

CHRONOLOGICAL TELEPHONE EXPENSES REPORT Mar 19,2000

Page: 1 Date Time Ext Location Number Duration Cost Route Mar 19 12:33 pm 1001 PARIS 0 141274444 0:19 0.620 FTEL Mar 19 12:33 pm 63 UNITED KGDM 00 441235554991 4:52 8.480 INTL Mar 19 12:39 pm 6099 UNITED KGDM 00 441716001455 0:18 0.620 INTL Mar 19 12:39 pm 6048 PARIS 0 149458100 1:50 0.620 FTEL Mar 19 12:37 pm 61 UNITED KGDM 00 441714999984 3:59 6.940 INTL Mar 19 12:31 pm 62 PARIS 0 145041563 10:28 2.340 FTEL Mar 19 12:45 pm 63 PARIS 0 140608169 5:04 1.090 FTEL Mar 19 12:42 pm 61 UNITED KGDM 00 441718327001 7:25 12.920 INTL Mar 19 12:52 pm 6061 SEINE/MARNE 0 160069779 0:11 0.620 FTEL Mar 19 12:43 pm 60 PARIS 0 140608383 9:40 2.160 FTEL Mar 19 12:52 pm 61 PARIS 0 142892625 5:00 1.080 FTEL Mar 19 12:51 pm 63 UNITED KGDM 00 441712805099 6:31 11.350 INTL Mar 19 12:58 pm 6053 PARIS 0 147274669 0:12 0.620 FTEL Total Calls: 13 55:49 49.440 V.A.T. 10.180 Chargeable Messages 49.440 Total Expenses 59.630

CHRONOLOGICAL TELEPHONE EXPENSES REPORT (Saudi Arabia)

XYZ COMPANY LTD. PARIS,FRANCE

CHRONOLOGICAL TELEPHONE EXPENSES REPORT Mar 19,2000

Date Time Ext Location Number Duration Cost Route e Mar 01 1:23 pm 5 ONTARIO 00 1 4165764575 6:30 42.900 INTL Mar 02 1:42 pm 5 DAMMAN 8674794 4:52 0.200 LOC Mar 02 2:01 pm 6 ITALY 00 394674794 3:00 23.400 INTL Mar 02 2:23 pm 6 RIYAHD 0 18444531 14:52 12.000 NATL Mar 03 9:14 am 5 DAMMAN 8674794 2:25 0.120 LOC Mar 05 10:14 am 5 DAMMAN 8674794 4:51 0.250 LOC Mar 05 10:42 am 5 DAMMAN 6674794 5:45 0.300 LOC Mar 06 6:42 pm 5 DAMMAN 6777479#41111 2:34 0.150 LOC Mar 06 11:14 pm 5 JEDDAH 0 2174794 1:22 1.600 NATL Mar 06 11:59 pm 5 JEDDAH 0 2674794 0:52 0.800 NATL Mar 07 12:14 am 6 JEDDAH 0 2222226 0:02 0.800 NATL Mar 08 11:23 pm 5 ONTARIO 00 1 4165764575 1:00 7.800 INTL Mar 01 1:23 pm 5 ALBERTA 00 1 4035714222 60:20 398.200 INTL Mar 01 1:23 pm 5 ONTARIO 00 1 7053334575 20:00 132.000 INTL Mar 01 1:23 pm 5 ONTARIO 00 1 4165764575 1:36 10.560 INTL Mar 01 1:23 pm 5 ONTARIO 00 1 4165764575 6:30 42.900 INTL Mar 12 2:01 pm 6 UNITED KGDM 00 443674794 3:00 23.400 INTL Total Calls: 17 139:31 697.380 Chargeable Messages 697.380 Total Expenses 697.380

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XYZ COMPANY LTD. KUWAIT CITY, KUWAIT

TRUNK TELEPHONE EXPENSES REPORT Apr. 6, 2000

Trunk : 0000001 Group : ALL ALL TRUNKS Page: 1 Date Time Ext Location Number Duration Cost Route Mar 01 1:23 pm 5 ONTARIO 001 4165764575 6:30 12.122 INTL1 Mar 02 1:42 pm 5 HAWALLI 0 2645675 4:52 0.000 NATL Mar 02 2:23 pm 6 HAWALLI 0 2645675 14:52 0.000 NATL Mar 03 9:14 am 5 JAHRA 0 4573490 2:25 0.000 NATL Mar 05 10:14 am 5 FAILAKA 0 2792362 4:51 0.000 NATL Mar 05 10:42 am 5 FINTAS 0 3902177 5:45 0.000 NATL Mar 06 6:42 pm 5 FAHAHEEL 0 3912200 2:34 0.000 NATL Mar 06 11:59 pm 5 FARWANIA 0 4722674794 0:52 0.000 NATL Mar 08 11:23 pm 5 ONTARIO 001 4165764575 1:00 1.610 INTL1 Mar 01 1:23 pm 5 ALBERTA 001 4035714222 60:20 112.575 INTL1 Mar 01 1:23 pm 5 JAL.AL SHYUK 0 4348654 20:00 0.000 NATL Mar 01 1:23 pm 5 ONTARIO 001 4165764575 1:36 2.979 INTL1 Mar 01 1:23 pm 5 SULAIBIKHAT 0 4873568 6:30 0.000 NATL Mar 12 2:01 pm 6 SULAIBIKHAT 0 4874794 3:00 0.000 NATL Total Calls: 14 135:07 129.286 Chargeable Messages 129.286 Total Expenses 129.286

TRUNK TELEPHONE EXPENSES REPORT (Kuwait)

XYZ COMPANY ROMA, ITALIA

CHRONOLOGICAL TELEPHONE EXPENSES REPORT Feb 1,2000 to Feb 1,2000

Page: 1 Date Time Ext Location Number Duration Cost Route Feb 01 12:21 am 2565 SRI LANKA 9499444 0:09 4.500 INTL Feb 01 12:40 am 2565 PADOVA 4994495 17:39 2.736 LOCAL Feb 01 1:49 am 2565 GERMANY 4933128 12:03 16.250 INTL Feb 01 2:44 am 2565 PADOVA 4921372 0:09 0.152 LOCAL Feb 01 4:28 am 158 ONTARIO 1 9055764575 1:03 3.500 INTL Feb 01 6:27 am 2565 PADOVA 4994495 0:15 0.152 LOCAL Total Calls: 6 31:18 27.290

CHRONOLOGICAL TELEPHONE EXPENSES REPORT (Italy)

NOTE: Pricing algorithms in many countries is done by Meter Pulses (available through Shadow). The countries listed above are a very small sample of the worldwide installations of Shadow. To determine whether Shadow is available in your native language, please consult your representative.

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Hospitality Report Samples The following report are provided to hospitality customers in addition to the standard set of reports highlighted previously. These reports are specific to the industry. These reports are excellent for tracking daily phone usage by room, administrative/guest extension, facility and reconciliation. Additional Hospitality Report Include: • Profit Summary Report) • Chronological Telephone Expenses • Export to Property Management System • Extension Telephone Expenses Report • Room Telephone Charges • Room Telephone Charges Summary • Room Status • Cash Guest Credit Limit • Guest Directory Report

HOTEL BILLING check-in/check-out HOTEL/MOTEL NAME Hotel/Motel Location

ROOM TELEPHONE CHARGES SUMMARY Jan 14, 2000

Room Check-In Cash Guest Deposit Telephone Expense Amount Due 214A - ROBINSON, MIKE Jan 05 4:35 pm Y 100.00 32.50 67.50 CR 214B Jan 14 12:00 pm 0.00 0.00 0.00 215 - MICHEALS, DAVID Jan 11 11:35 am 0.00 14.50 14.50 216A - WILKINSON, LEANNE Jan 13 5:55 pm 0.00 32.25 32.25 218 Jan 14 11:00 am 0.00 0.00 0.00 219 - DAVIDSON, JOSEPH Jan 13 11:35 am Y 20.00 25.40 5.40 220 - STAPLETON, JODY Jan 13 11:38 am Y 20.00 52.00 32.00 222 - ZYLAPSKI, LLOYD Jan 13 6:40 pm Y 20.00 0.00 20.00 CR 223A - SPINKS, MICHEAL Jan 13 6:55 pm 0.00 0.00 0.00 314A - SMITH, JOHN Jan 10 7:35 am Y 50.00 42.12 7.78 314B - BARRETT, NICK Jan 12 12:00 pm 0.00 0.00 0.00 315 - MICHEALS, DAVID Jan 11 11:35 am 0.00 24.50 24.50 316A - WADKINS, STEPHANIE Jan 14 7:55 am 0.00 42.25 42.25 318 - YORK, BILLY JEAN Jan 14 7:00 pm 0.00 0.00 0.00 319 - SPRINGER, THOMAS Jan 13 7:35 pm 0.00 13.60 13.60 320 - LIVINGSTON, TERRI Jan 13 6:58 pm 0.00 12.10 12.10 322 - MCPHEE, FREDDY Jan 13 7:48 pm 0.00 0.00 0.00 323A - ORNDORF, CONNIE Jan 13 8:59 pm 0.00 0.00 0.00 210.00 291.22 81.22

The Room Charges report option provides a call per call analysis by room. This report may be added to theguest invoice. Calls are taxed at pre-configured rates and summarized providing total duration, cost, tax andflat recurring charges. Individual reports will be generated for each guest room.

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HOTEL/MOTEL NAME Hotel/Motel Location

ROOM TELEPHONE CHARGES SUMMARY Jan 14, 2000

Room Check-In Cash Guest Deposit Telephone Expense Amount Due 214A - ROBINSON, MIKE Jan 05 4:35 pm Y 100.00 32.50 67.50 CR 214B Jan 14 12:00 pm 0.00 0.00 0.00 215 - MICHEALS, DAVID Jan 11 11:35 am 0.00 14.50 14.50 216A - WILKINSON, LEANNE Jan 13 5:55 pm 0.00 32.25 32.25 218 Jan 14 11:00 am 0.00 0.00 0.00 219 - DAVIDSON, JOSEPH Jan 13 11:35 am Y 20.00 25.40 5.40 220 - STAPLETON, JODY Jan 13 11:38 am Y 20.00 52.00 32.00 222 - ZYLAPSKI, LLOYD Jan 13 6:40 pm Y 20.00 0.00 20.00 CR 223A - SPINKS, MICHEAL Jan 13 6:55 pm 0.00 0.00 0.00 314A - SMITH, JOHN Jan 10 7:35 am Y 50.00 42.12 7.78 314B - BARRETT, NICK Jan 12 12:00 pm 0.00 0.00 0.00 315 - MICHEALS, DAVID Jan 11 11:35 am 0.00 24.50 24.50 316A - WADKINS, STEPHANIE Jan 14 7:55 am 0.00 42.25 42.25 318 - YORK, BILLY JEAN Jan 14 7:00 pm 0.00 0.00 0.00 319 - SPRINGER, THOMAS Jan 13 7:35 pm 0.00 13.60 13.60 320 - LIVINGSTON, TERRI Jan 13 6:58 pm 0.00 12.10 12.10 322 - MCPHEE, FREDDY Jan 13 7:48 pm 0.00 0.00 0.00 323A - ORNDORF, CONNIE Jan 13 8:59 pm 0.00 0.00 0.00 210.00 291.22 81.22

The Room Summary report option provides a one line summary for each guest room detailing room number, guest name, check-in time, cash guest status, total calls, duration and cost, deposits paid and outstanding balance. A bottom line summary highlighting total outstanding guest charges is also presented.

HOTEL BILLING guest billing summary


HOTEL BILLING room status

ROOM STATUS REPORT Jan 14, 2000

PAGE: 1

Room Date Time Code Description 214A Jan 14 10:35 am 242 CLEARED 214B Jan 14 10:45 am 242 CLEARED 215 Jan 14 10:20 am 350 PLUMBING REPAIR REQ. 216A Jan 14 10:59 am 242 CLEARED 218 Jan 14 11:05 am 242 CLEARED 219 Jan 14 11:16 am 400 ELECTRICAL REPAIR REQ. 220 Jan 14 11:30 am 242 CLEARED 222 Jan 14 11:40 am 555 TV REPAIR REQ. 223A Jan 14 11:45 am 242 CLEARED 314A Jan 14 9:35 am 242 CLEARED 314B Jan 14 9:45 am 242 CLEARED 315 Jan 14 9:20 am 500 DAMAGED FIXTURES 316A Jan 14 9:59 am 242 CLEARED 318 Jan 14 10:05 am 242 CLEARED 319 Jan 14 10:16 am 777 CLEARED 320 Jan 14 10:30 am 242 CLEARED 322 Jan 14 10:40 am 555 TV REPAIR REQ. 323A Jan 14 10:45 am 242 CLEARED

The Cash Guest Credit Limit report option provides a one line summary for each cash guest detailing room number, guest name, check-in time, total calls, duration and cost, deposits paid and outstanding balance. A bottom line summary highlighting total cash guest deposits and outstanding charges is also presented. The Room Status report option lists by room the date and time a room code was dialled and a brief explanation of the dialled code.

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