SUNCOM Communication Services (SCS) Kickoff Presented by AT&T and SUNCOM

12/3/2020 Agenda • Purpose / ITN Response – Danny Adams • Team Introductions – Danny Adams and Karen Hayes • SCS Solutions Overview – Tom Gill, Mike Vitale, Phil Jensen • AT&T SCS Program Manager – Rudy Hickman AT&T / Hayes Account Team AT&T • Jim Doherty – State of Florida Sales Manager • Danny Adams – State of Florida Account Manager • Rob Gass – State of Florida Account Manager • Rudy Hickman – State of Florida Program Manager • Reynaldo Figueroa-Rivera – State of Florida Service Executive

Hayes • Mike Vitale – Director of VoIP Operations • Brooke Heffley – State of Florida Account Manager • Beverly Jenkins – State of Florida SIP Project Manager AT&T / Hayes Engineering and Technical Support AT&T • Frances Rhinesmith – Technical Sales Manager • Mark Boudoin – Technical Sales Consultant III • Stephanie Sharpe – Technical Sales Consultant IV • Phil Jensen – Technical Sales Consultant IV • Tom Gill – Principal Architect • Keith Veres – Application Specialist II • Bruce Schauer – Application Specialist II • James Marshall – Engineering and Design Manager • Mark Sullivan –Principal Product Development Engineer • Gardner Smith – Principal Product Development Engineer Hayes • John Strobel – Director of Strategic Initiatives • Ryan Harris – Network Security Engineer • Richard Lowe – Network Security Engineer • Ray Curci – Data Network Engineer • Lee Vickery – Data Network Engineer • Dave Settles – NOC Manager SCS Solution Overview Category 1: Unified Communications • Single-Tenant – Hosted Avaya • Multi-Tenant – AT&T National HVS

Category 2: SIP Trunking • AT&T IP Flexible Reach

Category 3: Contact Center • Single-Tenant – Hosted Avaya • Multi-Tenant – NICE inContact, Inference/Five9, Genesys

Category 4: Centrex and Centrex PRI • AT&T • Frontier

Vendor Services Catalog Hayes Hosted Avaya Category 1: Unified Communications (Single-Tenant) Category 3: Contact Center (Single-Tenant)

Mike Vitale Simple Packages Simplifies Business Communications

EMPLOYEE EXPERIENCE CUSTOMER EXPERIENCE

BASIC CORE POWER ONE PACKAGE PROVIDES… ▪ UC core ▪ Routing ▪ Workspaces ▪ Reporting ▪ Agent desktop ▪ IVR ▪ Orchestration

ESSENTIAL BUSINESS POWER

TEAM EXPERIENCE Maximize Your Value

Get More ▪ All in One Solution includes Software, We Give You More… Support and Upgrades ▪ Software Packaging Reduces Complexity ▪ Stretch users and/or agents 20% at no charge for emergency use ▪ SIP Trunks and Network Connectivity Included YOU GET 20% ▪ All Applications are HA ▪ Domestic LD Included Stretch Usage • UC Users • CC Agents Stretch Usage: How It Works

• Customer subscribes to AT&T/Hayes services for a fixed quantity of users and/or agents

• Customers can stretch to 20% beyond the fixed user quantity at no extra charge for the duration of the contract for emergency use

• Billing and payment occurs monthly • Prices are all-in covering software, 20% stretch, Support and upgrade entitlement

• Devices can also be added to the subscription • Includes SIP Trunks and Network Connectivity at Hayes Data Center

• No Non Reccuring Charges. Installation and Professional services are included in the monthly amount. UC Experience Packages

Components Basic UC Core UC Power UC Multiple Device Access 1 10 10 Business Line Features (100s of features) P P P Voicemail Basic Advanced Advanced Session Border Controller Standard Advanced Advanced Audio Conferencing (12 Party) P P P Media Server DSP Channels P P P Soft Phone for Mobile / Laptop P P Enterprise Single Sign On (Softphone) P P Presence / Multimedia Messaging P P Avaya Meetings Server P Includes: Avaya Spaces Essential Business Power CC Experience Packages

Components Basic Voice IVR Business Voice Features + Voicemail (Core User) P CC Routing Skill CC Reporting Voice Allocation of Supervisors (Admin Only) P IVR + App Development (DSS) + Orch Designer P P

Workspaces for Elite P Choice of CC Agent Desktop Client P CC interop APIs P Add-On’s Call Back Assist Optional n/a CC Experience Packages Options

Components Omni Channel Call center Voice to Text Transcription Natural Language Self Service Quality Management Voice Biometrics Coaching Fraud Prevention Scheduling IVR Analytics Live Monitoring Artificial Intelligence Surveys Chat Bots Voice and Screen Call Recording with Analytics Customer Journey Many more custom applications Category 1: Unified Communications, Multi-Tenant – AT&T HVS More Availability with SCS Core IP-Flex AVPN SCS Cat2 SIP Trunks SCS Cat1 Multi SIP Trunks IP-Flex TollFraud/ TollFraud/ AVPN TDOS TDOS appliance appliance

Tampa Tallahassee

Jacksonville

MFN2 SCS Harris/L3 MiniCore AVPN

Orlando HVS200 National HVS200 National Dallas Internet Atlanta Over the Top Customers

E911 service AVPN Subscriber

Direct Access Softclient COVID-Ready today

Direct Access customer Dedicated IP site FMR(Private) access

CommonSvcs Direct Access Public Dedicated IP Dedicated IP Teleworker access access

Premises MFN2 More Features with SCS

Enhanced is now SCS Platinum, includes: • Unlimited Domestic LD • Incoming fax-to-VM • HVS Anywhere (Fixed Mobile Convergence) • Hunt Groups • 150-menu AutoAttendants • Hoteling/Flexible Seating • Group Paging (from Cloud or Local-to-LAN)

Call Center Premium includes Agent Desktop license More Service Options with SCS

• Cloud-based Call Recording • Collaboration Client • Zoom integration with capable-Devices • TLS encryption • Advanced IVR now offers • Natural Language Processing/DialogFlows • Voice Biometrics • SMS channel

Less Cost for many Optional Services • Call Center licenses • Receptionist client license • Video-enabled Softclients • Meet-me-Conferencing More Design Options with SCS

Direct Access 4G/LTE backup path Local Survivability Migration Overview • PreMigration Meeting SCS Cores SCS Cores • PRI trunking → SIP • Choose a Design Option • Data Export/Validation • Data Re-import on SCS Internet WAN Cores WAN Network Migration event Network WAN 4G/LTE Network Network • Reroute service traffic PSTN • Reconfigure devices for device authentication • Devices reregister to SCS • Route Incoming calls to SBC SCS or SRG

•BGP failover for Redundant WAN •SBC-driven, no BGP required •SBC-driven •Full access to SCS UC service •Full access to HVS service •Limited access to service •No SBCs required, phones register •Capacity limited per mobility signal •PSTN access optional w/Core SBCs, LAN provides DHCP/NAT strength •Single WAN connections supported •Scales from Teleworkers to any size sites More Management with SCS

• Self-Admin *all* HVS services (creation and deletion) • Vendor Management available for most actions • Near real-time 911 address changes VoIP Provider • More tools – Reply SideKick

Visible Sidekick Availability

Firewall Configuration Validation ROUTER/FW

Call Quality (MOS Score) Historical Reporting Visible Ad Hoc and Scheduled Network Testing

IP Phone Registration

PCAP / Remote Diagnostics Category 2: SIP Trunking AT&T IP Flexible Reach overview

SIP trunking service that delivers integrated access to IP PBX and TDM PBX environments

Custom solution integrated into the State of Florida environment

Carrier-class service serving the State for close to ten years

19 AT&T IP Flexible Reach benefits

Integrate voice and data into one integrated access circuit

Optimize Control Maintain Utilize your Be scalable Domestic LD network capacity costs call quality current and flexible Unlimited domestic LD Combine voice and Only pay for the Benefit from calls equipment Increase and decrease calls are now included in the service data over integrated number of lines and carried on the AT&T Avoid investing in the number of access and simplify capacity you need MPLS network, not new equipment for concurrent call network management public internet voice lines channels as needed

AT&T communication transformation Inside AT&T IP Flexible Reach

New Security Features Appearance Resiliency/Redundancy • TDoS Mitigation • Configurable Calling Line ID • Border Gateway Protocol • Department of Homeland Security – Reroute (BGP-R) • Flexible policies Call Forwarding • Trunk Call Routing (TCR) • Static and dynamic white and black • Call Forwarding Not reachable • Route Exhaust lists • Call Forwarding Selective • Included in Cat 1 single and multi • Call Forwarding Always Virtual telephone • Call Forwarding Busy numbers (VTNs) New 911 Capabilities • Call Forwarding No Answer • Establish local visibility by assigning a telephone number • Remote workers – 911 to a phone not physically • Call Transfer Quickly implement address located within your location’s changes • Call Transfer Blind (SIP REFER) local calling area. • Geo-redundant data centers • Call Transfer Consult (SIP REFER) • 911 call alerts Branch office extensions Flexible calling plans • Security desk conferencing • Share trunks across multiple • Included in Cat 1 single and multi • Supports unlimited local, on-net, and locations unlimited long-distance minutes AT&T IP Flexible Reach service quality and assurance

Class of Service (CoS), prioritizes the All calls across Failover and resiliency, with trunk to voice packets over other types for network monitored trunk failover and call preservation immediate transport for service quality target less than 5 seconds

Advanced bandwidth management and traffic Managed transition with design, queuing priorities helps optimize for applications implementation, and lifecycle management and traffic types running simultaneously that helps assure migration is smooth Category 3: Multi-Tenant Contact Center

AT&T Contact Center Consulting capability Voice Customer Experience Business process UC Process Intelligent transformation optimization integration transformation automation services

Contact center core connectivity services Contact Center platforms Omni-channel Customer Insights & Experience

IP/TDM Toll Free SIP Trunking ACD/IVR Call Routing, Workforce Multi channel Data analysis and Management, Reporting communications reporting

Advanced services from AT&T Inference Robotic process automation Integration VPN Security IoT Routing, Workforce, Management, APIs services Chat bots Comprehensive portfolio covering performance, capacity, change, program, release and incident Mobility Collaboration AT&T global management CRM platform network services AI Vendor Services Catalog

• Contact Center • Dedicated IP Access • Managed LAN Services • IP Phones and Gateways • Conferencing – Zoom migration • Training Program Manager – Rudy Hickman

• Overall SCS migration project control point and escalation point for AT&T, Hayes & DMS to ensure simplicity and ease of migration • Monitor projects and oversee assigned SCS Project Managers to ensure goals are clearly captured and timelines are being met • Maintain the integration of the various projects into the overall Program, as well as project archives and follow up meeting minutes • Routinely manage the meetings with stakeholders to discuss program status and goals • Services available 1Q21 Customer Experience

• Create a first-class client and citizen experience with Industry leading hosted, diverse, and flexible SCS products and services • Connect with a consultative and flexible approach to better understand the client’s specific needs in support of their mission critical communications requirements and day to day operations • Extensive Program / Project Management capabilities for service migrations and new service delivery • AT&T / Hayes local & dedicated support resources for the State of Florida agencies • Contact SUNCOM for assistance at 888-478-6266 • Q & A