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R~dt10~ <br />TednobgySolutions PROFESSIONAL SERVICES STATEMENT OF WORK <br />This agreement ("Statement of Work") dated as of May 7, 2009 is entered into between Orange County ("Client") <br />with an address for purposes of this Statement of Work at 200 South Cameron Street, Hillsborough, NC 27278, and <br />Relational Technology Services, Inc. d/b/a Relational Technology Solutions ("RTS") having its principal address at <br />1070 Polaris Parkway, Suite 200, Columbus, OH 43240. This Statement of Work covers only the services <br />described herein (the "Services"). The information in this Statement of Work will not be disclosed by Client to any <br />third party and will not be duplicated, used or disclosed in whole or in part for any purpose other than to evaluate <br />the Services to be performed by RTS. <br />RTS will provide services to deploy Avaya Contact Center Express (CCE) for voice, email, and chat. <br />CCE Desktop <br />The CCE Desktop will be deployed for all contact center agents. The voice channel will be configured to facilitate <br />handling of inbound voice calls (agent login, state change, wallboard, presence) for 26 workstations. The email and <br />chat channels will be configured to receive multimedia contact for four workstations. <br />Email <br />Contact Center Express will be configured to accept delivery of email items to CCE Users. The CCE Email Media <br />Store will communicate with Client's Email Server using POPS and SMTP. The Phantom Call feature of Avaya <br />Communications Manager will deliver the email agent's CCE Desktop. The agent can then process the email <br />message. The system allows for the Phantom Call to remain during processing keeping reports consistent with <br />voice calls. <br />Chat <br />Contact Center Express includes an ASP-based chat capability which can be installed to Client's Microsoft Internet <br />Information Server. The CCE Server may host this service for light usage, but will have to be accessible to the <br />Internet to allow use by customers. Client will need to add a "Chat" button to their external web site which directs to <br />the address of the IIS server running the Chat service. Customers may then communicate with agents using the <br />CCE Desktop. Similar to Email routing Chat requests are queued to skills using the Phantom call feature using the <br />Avaya contact center software for agent selection. <br />Reports <br />Contact Center Express offers a catalog of real-time and historical reports via the CCE Reporting application. All <br />report data is stored in a Microsoft SQL Database. <br />Contact Center Express includes for no additional charge Microsoft SQL Server 2005 Express edition. This edition <br />does not include the SQL Reporting development tools to create custom CCE Reports. If Client requires the ability <br />to create custom reports then SQL 2005 Standard or Enterprise edition must be purchased along with additional <br />implementation charges. <br />CCE Server <br />RTS will install and configure the necessary components on a Windows 2003 server (to be acquired by RTS under <br />a as a part of quote number ORD-22047-XWW7HF) to support the CCE Desktop client application, voice channel, <br />and preview contact channel. Server components include: <br />• License Director <br />• Application Management Director <br />• Configuration Server <br />• XML Server <br />• Contact Database <br />• Media Director <br />• SQL 2005 Express Database <br />• Web Chat Gateway <br />Statement of Work No. ORD-23171-EA2E50 6/23!09-/v-1.0 <br />Relational Technology Solutions "RTS" -Proprietary <br />2 <br />