SoW Close Bros 125A Rec 459A CAS 459A QM 584A DX

Statement of Work
Close Bros - Webex WFO Cloud: 125 CR, 459 QM, 459
Project Name
Analytics, 584 DX
Customer Name Close Bros
Calabrio Account Manager Stuart Richardson
Calabrio Solution Engineer Manish Sharma
Opportunity Number 045931
Quote ID Q-65544
SOW Submission Date 2024-02-08
SOW Expiration Date 2024-08-08
CIQ Design Template Version V20230424.004
Product Version Webex WFO Cloud
Deployment Model Cloud (CCaaS)
Cloud Region UK - United Kingdom
Named Users: Call Recording 125
Named Users: Quality Management 459
Named Users: Analytics 459
Named Users: Data Explorer 584
Calabrio | 241 N. 5th Ave. Ste. 1200 | Minneapolis, MN 55401 | Calabrio.com

1 Introduction
Location: UK
THIS STATEMENT OF WORK (“SOW”) is made and entered into by and between Calabrio Inc , a
Delaware corporation with its principal office at
241 N. 5th Ave. Suite 1200, Minneapolis, Minnesota 55401, USA (“Calabrio”) and Cisilion (“Partner”), to be
effective as of the Effective Date below. This SOW must be executed by the "Last Day to Execute SOW"
date referenced on page 1. If the SOW has not been signed by that date, the parties agree to review the
SOW to ensure the obligations are still applicable before commencement of signatures.
Customer agrees to purchase, and Calabrio agrees to provide certain services and deliverables (“Services”)
as defined in this SOW. This SOW shall, at all times, be governed by the Agreement entered into between
Calabrio and Customer. Calabrio may engage a Certified Calabrio Implementation Partner to fulfill the
requirements of this SOW.
Subject to resource availability, project resources will be assigned approximately three (3) weeks after
receipt of an executed SOW and valid purchase order. All services for implementation and training will be
provided in English. Services will be provided during business hours unless specifically called out in a
deliverable in this SOW. Business hours are Monday through Friday, 8:00 am to 5:00 pm in the local time
zone of your primary Calabrio office, excluding defined Calabrio holidays. Services required outside of
business hours that are not specifically described within this SOW will incur additional charges, pending an
approved change order.
2 Solution Description
SOW Type: New Install (Webex Workforce Optimisation)
Cisilion, on behalf of Close Brothers (Customer) have requested a deployment of Cisco Webex WFO
Cloud and will retain an on-premise solution for playback purposes of existing calls.
The new solution will provide Cloud based services for 459 agents using Webex WFO. In addition, 125
back office agents using CUCM will be recorded on premise with their calls being uploaded into the Webex
WFO suite.
Statement of Work | Version 20231201.0 | © 2024 Calabrio, Inc. | Proprietary and Confidential
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Migration of existing call data is not in scope. This will be aged out of the existing platform using existing
rules.
Support for four (4) production go-live events – Test, Motor, Premium and Backoffice
The existing v10.4 platform will be upgraded to v11.5 and maintained whilst this process continues. The
existing capture servers will be removed from this solution, and re-purposed to the new solution – these
will also be upgraded as necessary to meet requirements – please refer to Appendix A for recommended
specifications.
In scope for the Webex WFO CCaaS deployment are:
• Quality Management: 459 agents
o Screen Recording and Evaluations in scope
• Analytics: 459 agents
o Speech to Text
o Desktop
o Applied Analytics (sentiment)
In scope for the Hybrid Webex WFO deployment via UCCE are:
• Compliance Recording only (Back Office): 125 agents.
All agents will be added to the new Webex WFO solution and aligned to Webex CC or CUCM for
Compliance Recording (Back Office) as appropriate.
The playback solution will be upgraded from it’s current v10.4 to v11.5 as part of this work to maintain
support.
Analytics
The following subject areas shall be the key focus of the Analytics deployment included in this Scope of
Work:
• Contact Volume Reduction: Aiming to distribute low level traffic – allowing Skilled agents to focus on
priority customers;
• After Call Work: Using Analytics to minimise write up time for interactions;
• Repeat Contacts: Identifying repeat contacts to the bank to help them to manage any more valuable
critical customers.
Any additional Professional Services to extend the scope of any Analytics requirements are outside of the
scope of this document and shall be the subject of an additional work order.
Calabrio have included Workshops for Quality Management, Analytics and Compliance Recording which
will allow Close Brothers to be self-sufficient in the management and running of the included Calabrio
products after the initial deployment.
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3 Professional Services Required
The Professional Services outlined in this SOW are representative of the Services SKUs and fees Included
in Quote Q-65544.
These services are associated with a Hybrid Solution:
3.1 Standard Encryption

3.2 Single Sign On (SSO)
3.3 Call Recording (CR)
3.4 Quality Management (QM)
3.5 Analytics (CAS)
3.5.1 Speech to Text
3.5.2 Desktop
3.5.3 Applied Analytics
3.6 Data Explorer (DX)
3.7 Integration Type
3.7.1 Cisco WebEx Contact Center
--Please continue to next page for Consulting & Workshops--
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3.9 Consulting & Workshops
AQM Service Name Service Description Days/Workshops Quantity
AQM Consulting & Discovery Services, per day Advanced Quality Management Day(s) 3
(AQM) Consulting and Discovery
services to support Business
Requirement Design (BRD), BRD
documentation, User Acceptance
Testing support, and general
consulting. Priced per day.
BI Consulting & Discovery Services, per day Business Intelligence Consulting Day(s) 1
and Discovery services to support
reporting and dashboard
discovery and general BI
consulting support. Priced per
day.
AQM User Workshop Package AQM Workshop Package, Workshop(s) 1
delivered by an AQM consultant,
to include up to one (1) day of
workshops, plus workshop
preparation. Remote, up to 15
users per workshop.
Analytics Service Name Service Description Days/Workshops Quantity
Analytics Consulting & Analytics (CAS) Consulting and Discovery services to support Business Day(s) 6
Discovery Services, per Requirement Objectives, User Acceptance Testing support, and general
day consulting. Priced per day.
BI Consulting & Discovery Business Intelligence Consulting and Discovery services to support Day(s) 2
Services, per day reporting and dashboard discovery and general BI consulting support.
Priced per day.
Analytics Service Service Description Days/Workshops Quantity

Name
CAS Speech User & Analytics (CAS) Speech Workshop Package for Speech Phonetics or Speech Workshop(s) 3
Tuning Workshop (STT to Text (STT), delivered by an Analytics consultant, to include up to two (2)
or Phonetics) days of workshop, plus workshop preparation. Remote, up to 15 users per
workshop.
Analytics Service Service Description Days/Workshops Quantity

Name
CAS User & Tuning Analytics (CAS) Workshop Package for Desktop or Text Analytics, delivered Workshop(s) 2
Workshop (Desktop by an Analytics consultant, to include up to one (1) day of workshop, plus
or Text) workshop preparation. Remote, up to 15 users per workshop.
Call Recording Service Description Days/Workshops Quantity

Service Name
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CR User Workshop Call Recording (CR) Workshop to include up to two (2) hours of workshops, Day(s) 1
Package plus workshop preparation. Remote, up to 15 users per workshop.
4 Calabrio Deliverable(s)
4.1 Overall Project and Project Management
4.1.1 Designate a project manager who is the primary point of contact for the Customer.
4.1.2 Designate an implementation engineer to perform implementation and configuration
of the scoped products
4.1.3 Designate additional resources to assist with the implementation and consulting, as
required.
4.1.4 Host a project kick-off meeting and up to one (1) weekly project status meeting
4.1.5 Host a technical design meeting
4.1.6 Maintain a project plan and tasks required to implement purchased products
4.1.7 Create and execute a functional testing plan for deliverables in-scope
4.1.8 Support Customer’s user acceptance testing (UAT) outcomes to include issue
tracking, resolution, and re-test activities
4.1.9 Deliver tenant administration knowledge transfer meetings to identified Customer
tenant administrators, up to three (3) hours
4.1.10 Facilitate a support handoff meeting before, or immediately after, the first production
go-live event
4.1.11 Support one (1) production go-live event. If multiple go-lives are Included in the
services quote, we will include these in the delivery.
4.2 Data Explorer (DX)
4.2.1 Deploy Data Explorer component
4.2.2 Validate data collection from WFO database
4.2.3 Validate population of standard product reports and dashboards
4.2.4 Provide Business Intelligence (BI) consulting services to support reporting and
dashboard discovery and general BI consulting services as detailed in section 3, under
“Consulting and Workshops”
4.4.1 Lead CR discovery meeting(s)
4.4.2 Document recording workflow design, per discovery
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4.4.3 Deploy capture/sync application
4.4.4 Confirm Unified Communications (UC) or Contact Center platform data is syncing to
platform
4.4.5 Configure the purchased licensed agents / devices
4.4.6 Configure up to five (5) CR user roles
4.4.7 Configure up to ten (10) teams
4.4.8 Configure up to five (5) groups
4.4.9 Configure up to three (3) retention workflows
4.4.10 Additional configuration of user roles, teams, groups and workflows may be
completed by the Customer during the training and enablement process, or additional
services may be purchased from Calabrio, if required.
4.5.1 Lead QM technical discovery meeting
4.5.2 Document QM design, per discovery
4.5.3 Deploy capture/sync application
4.5.4 Deploy one (1) standard integration to Unified Communication (UC) or Contact
Center platform
4.5.5 Confirm Unified Communication (UC) or Contact Center platform data is syncing to
AQM
4.5.6 Configure the users, as purchased
4.5.7 Configure up to five (5) QM user roles
4.5.8 Configure up to ten (10) teams
4.5.9 Configure up to five (5) groups
4.5.10 Configure up to five (5) retention workflows
4.5.11 Configure up to five (5) evaluation forms
4.5.12 Configure up to five (5) goals
4.5.13 Provide consulting services to support business requirements design, business
requirements documentation, User Acceptance Testing (UAT) support, and general
consulting services as detailed in section 3, under “Consulting and Workshops”
4.5.14 Deliver AQM Workshop(s) as detailed in section 3, under “Consulting and
Workshops”
4.5.15 Additional configuration of user roles, teams, groups, workflows, evaluation forms,
and goals may be completed by the Customer as part of the onboarding process of
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enablement and training, or additional services may be purchased from Calabrio, if
required
4.11 Analytics (CAS)
4.11.1 Deploy Speech and/or Text and/or Desktop components
4.11.2 Conduct business objectives discovery meeting(s)
4.11.3 Configure business objectives and phrase categories
4.11.4 Partner with Customer to complete phrase validation workshop with Customer on
production recordings in AQM
4.11.5 Configure ongoing tasks per language pack
4.11.6 Configure triggers per language pack
4.11.7 Configure dashboard (s)
4.11.8 Provide consulting services to support business requirements design, business
requirements documentation, User Acceptance Testing (UAT) support, and general
consulting services as detailed in section 3, under “Consulting and Workshops”
4.11.9 Deliver CAS Workshop(s) as detailed in section 3, under “Consulting and Workshops”
4.11.10 Additional configuration of tasks and dashboards may be completed by the
Customer during the onboarding enablement and training process, or additional
services may be purchased from Calabrio, if required
5 Customer Prerequisites and Responsibilities

5.1 Overall Project and Project Management
5.1.1 Provide a single point of contact for communications and Customer responsibilities
such as a project manager
5.1.2 Responsible for acquisition, staging, and installation of servers and operating systems
as detailed in the Hardware Requirements & Guidelines section of Appendix A, if
applicable
5.1.3 Refer to the installation guide(s) for complete details on supported system design and
compatibility
5.1.4 Identify and communicate any Customer security requirements prior to
implementation
5.1.5 Provide remote access or login credentials to Customer's Webex platform or provide
alternative remote provision
5.1.6 Responsible for all components of the solution outside the purchased products, such
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as Unified Communication (UC) or Contact Center applications.
5.1.7 Participate in discovery meetings, status meetings, functional testing, user acceptance
testing (UAT), training, and go-live events
5.1.8 Deliver required information to Calabrio, in Calabrio-provided templates. Calabrio will
provide templates and review during the kickoff and design phases
5.1.9 Limit changes to technical environment and affected systems during the
implementation to avoid re-work and delay to project delivery. Any planned changes
or upgrades to source systems must be communicated in advance to the project
team. Changes made without consultation resulting in re-work will be considered out
of scope and require a change order process that may incur additional costs.
5.1.10 Create and execute a UAT plan
5.3.1 Responsible for the Unified Communication (UC) and/or Contact Center platform,
including any configuration on those platforms required for Call Recording integration
5.3.2 Configure File Transfer Protocol (FTP)/ Secure File Transfer Protocol (SFTP) for bulk
contact export, Call Detail Records (CDR) or Contact Center metadata reconciliation,
if required
5.3.3 Responsible for any network configuration required to support media stream
communication to a Calabrio capture server
5.3.4 Deploy the WebM plugin for call playback, if using Internet Explorer 11
5.3.5 Deploy the Web Real Time Configuration (WebRTC) browser plugin for live audio
monitoring, if applicable
5.4.1 Responsible for the Unified Communications (UC), and/or Contact Center platform,
including any configuration on those platforms required for Call Recording integration
5.4.2 Configure FTP / SFTP for bulk contact export, Call Detail Records (CDR) or Contact
Center metadata reconciliation, if required
5.4.3 Responsible for network configuration required to support media stream
communication to a Calabrio capture server
5.4.4 Participate in QM discovery meeting(s)
5.4.5 Deploy the WebRTC browser plugin for live audio monitoring, if applicable
5.4.6 Deploy the Internet Explorer (IETabs) plugin for Chrome for live screen monitoring, if
using Chrome
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5.4.7 Deploy or push Calabrio desktop client software to end users, required for access to
some features, such as screen recording
5.4.8 Provide connection credentials for recording API URLs, if used
5.4.9 Deployment of the Smart Desktop client software to end users, for Desktop Analytics
5.4.10 Provide categories and phrase lists for Phonetics and/ or Speech to Text analytics
where these are current and appropriate; these can be re-defined during the
enablement and training process
5.5 Cisco WebEx Contact Center

5.5.1 Customer will be responsible for hosting a separate data server if any integrations are
required outside of Cisco WebEx Contact Center.
5.5.2 Cisco WebEx Contact Center is responsible for providing the appropriate
connectivity and integration of the Cisco WebEx Contact Center environment as well
as any troubleshooting pertaining to this API Integration.
5.5.3 Cisco Webex Contact Center historical and RTA integration will be configured by
Calabrio WFM. Customer is responsible for requirements per specification in
“Integration Guide – Cisco Webex Contact Center – New.pdf”
5.6.3
6 Project Assumptions and Requirements

6.1 Single Sign On (SSO) Requirements
6.1.1 Calabrio ONE integrates and supports Security Assertion Markup Language (SAML)
SSO with identity providers (IdPs) that meet the below requirements. Service
Provider (SP) initiated login is supported only for Okta and Active Directory File
System (ADFS). See the Calabrio ONE user guide for setup instructions for these IdPs.
6.1.1.1 IdP supports SAML 2.0 authentication
6.1.1.2 IdP sends an assertion containing user's email address used In Calabrio ONE
6.1.1.2.1 Email address must match the email address used In Calabrio ONE
6.1.1.3 IdP signs SAML assertion with SHA1, SHA256, or SHA512 algorithms
6.1.1.4 To configure within Calabrio ONE, IdP must provide:
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6.1.1.4.1 Issuer ID ("entity ID" in metadata file)
6.1.1.4.2 Single Sign On Uniform Resource Locater (URL) (redirect "location" in metadata)
6.1.1.4.3 IdP Certificate
6.1.1.4.4 IdP Metadata File (provide the above 3 Items or the file)
6.1.1.5 Calabrio ONE as the SP will provide:
6.1.1.5.1 Authentication URL
6.1.1.5.2 Entity ID
6.1.1.5.3 Single Sign One URL
6.1.1.5.4 SP Metadata
6.1.1.5.5 Note: Calabrio to provide and load a self-signed cert or customer to provide a signed cert and private
key
6.2 Secure Socket Layer (SSL) Certificate Requirements
6.2.1 Calabrio will need an SSL cert In Base 64 format, as a .cer or .crt file, along with the
certificate's private key with no password, to install on the Core Server. Below are the
requirements for the cert:
6.2.1.1 Signature Algorithm: SHA256
6.2.1.2 2048-bit Public Key
6.2.1.3 Key Usage: Digital Signature, Key Encipherment
6.2.1.4 Enhanced Key Usage: Server Authentication
6.2.1.5 Subject Field's Common Name should contain the servers Fully Qualified Domain Name (FQDN)
address
6.2.1.6 The Subject Alternative Name should contain:
6.2.1.6.1 Server FQDN
6.2.1.6.2 Web Host Domain Name System (DNS) Alias
6.2.2 with the FIPS module if FIPS is deployed.
6.3 Calabrio Cloud
6.3.1 Unless otherwise directed by Customer and agreed to by Calabrio, Calabrio will use
data center location(s) in the UK for Customer’s deployment. Customer agrees that it
is the sole responsibility of the Customer to comply and adhere to all applicable
international regulatory requirements.
6.4.1 When installed on a thin client server, the Smart Desktop client software supports
only soft phones and requires a remote desktop session to capture all user data
6.4.2 If using the Smart Desktop client software for audio recording, any software on that
desktop client that interferes with, redirects, or otherwise hides network traffic will
cause the Smart Desktop client software to fail to record
6.4.3 QM is dependent upon ACD configuration and connectivity. Customer is responsible
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for providing the appropriate connectivity.
6.6 Analytics (CAS)
6.6.1 Analytics - Applied Analytics
6.6.1.1.1 Sentiment Analysis requires a full deployment of Speech to Text which includes Speech to Text
transcription
6.6.1.1.2 Predictive Analysis requires approximately one thousand (1,000) completed manual evaluation forms
for optimal results and includes Predictive NPS which requires one thousand (1,000) completed NPS
surveys for optimal results. A full deployment of Speech/Phonetics is required for this functionality.
6.7 Out of Scope
6.7.1 This SOW does not include any features or services not specifically stated as a
deliverable in the SOW. If additional features or services are requested, this will
require a Change Order or a new SOW. That includes, but is not limited to the
following out of scope items:
• Custom Reporting such as:

o Custom reporting or dashboards in Data Explorer
o DataMart Integration
o SQL Server Reporting Services (SSRS)
• Any Integration to a platform or system not defined In SOW deliverables
• Agent desktop integration or agent desktop installation
• Custom metadata that is not included or available in a standard integration
• API development by Calabrio
7 Cisco Webex Contact Center Project Assumptions

7.1 Cisco WebEx Contact Center and QM Recording
7.1.1 Cisco WebEx Contact Center captures calls that are then uploaded to WFO.
7.1.2 Audio Recording decisions are based on the configurations in the Cisco WebEx
Contact Center environment
7.1.3 Some AQM functionality is not available with this integration, including: Live
Monitoring and Recording Controls. These functions are included in the Cisco Webex
deployment, outside of the scope of this document.
8 Services Terms
8.1 Handoff to Support Services
8.1.1 Once a product is in production with one (1) or more users live on the system, the
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ongoing support of that product, or new issues that arise, will be handled by
Calabrio’s support services team. Regular progress updates at 30, 60 and 90 days
after initial deployment are included in this support
8.1.2 If multiple products or phases are included in the SOW, the portions of the solution
that are in production will be supported by Calabrio’s support services while the
project team completes remaining deliverables or product go lives
8.2 Security and Compliance
8.2.1 Calabrio personnel operate and perform the Services pursuant to Calabrio's internal
policies and codes of conduct related to security and compliance. Calabrio and its
personnel agree that the Services will be performed in adherence to all laws
applicable to the Services. Calabrio prohibits its personnel from entering into
agreements with and/or signing policies from Customers and/or Resellers or
otherwise providing personal data or protected information to Customers and/or
Resellers during or in advance of the performance of the Services.
8.3 Acceptance
8.3.1 Acceptance shall be based on defined Deliverables in this SOW, or documented
product functionality for the version installed and licenses purchased
8.3.2 After Calabrio completes a deliverable, or a defined milestone in the project plan, the
Customer shall perform their own testing to determine acceptance. Customer shall
provide notice to Calabrio of any failure or non-acceptance within fifteen (15)
business days of delivery or notice of milestone completion
8.3.3 If the Customer does not notify Calabrio of a failure within the fifteen (15) business
day period, the deliverable or functionality will be deemed accepted by the Customer
8.3.4 Customer agrees not to withhold acceptance for issues that have minor business
impact or accepted workarounds
8.4 Delays or Inactivity
8.4.1 This Statement of Work asserts each party’s obligations related to the project.
Calabrio commits to deliver this project pursuant to a mutually agreed project
timeline at the start of this project. Any impacts to the approved project timeline
which result in Calabrio resources not being able to complete the scheduled work due
to customer delays or cancellations will result in a billable Change Order. Scenarios
that may result in a billable Change Order include, but are not limited to, the
following:
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• Failure of server readiness checks due to Customer-provided servers not
meeting the documented server requirements per the Technical Design
Document provided during the project may be subject to up to one (1) day
charge per recheck.
• Extension of UAT beyond the agreed upon timeframe per the approved project
timeline, notwithstanding Calabrio-specific issue resolution, will be seen as
project acceptance. Should UAT then be completed outside of the agreed upon
timeline and issues be identified, all work to resolve said issues may be deemed
as billable.
• Cancellation of go live for a Close Brothers related issue within 48 hours of the
scheduled event is subject to a one (1) day of billable time per Calabrio
Professional Services resources scheduled for the go live coverage.
• Projects that run outside of the mutually agreed to and approved project
timeline due to customer delay (i.e., delays in completion of Technical Design
Document and Business Requirements Document. ACD not ready,
environmental issues, delays in environment access or credentials, etc..) and
have a net result of follow-up calls and re-engagement calls may be deemed as
billable for the added work.
8.4.2 In addition to the potential for additional services fees due to delays to the planned
work according to the approved project timeline, the event of a customer project
delay of more than fifteen (15) business days, Calabrio reserves the right to place the
project on hold. If the project is placed on hold, Calabrio will suspend performance of
services and release assigned Calabrio project resources. Customer must provide
Calabrio with a minimum of ten (10) days’ notice to re-start a project on hold and re-
assign a project team. If a project has been placed on hold, the parties agree to
review the SOW prior to restarting the project to ensure the obligations are still
applicable. If deliverables must be repeated, or obligations require additional
resource time due to the elapsed time the project was placed on hold, additional
charges will apply and will be presented to the customer via an executable change
order to the SOW.
8.4.3 If a project has not started or a project timeline has not been mutually agreed to
within six (6) months from the SOW execution date, or if a project has been placed on
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hold for a period of six (6) months or more and the parties have not defined a
mutually agreeable date to re-start the project, Calabrio will invoice for all remaining
professional services fees and close the project. Once the project is closed, a new
SOW and Quote will be required to resume any professional services related to this
project.
8.5 Workshop / Training Refund and Cancellation Policy
8.5.1 Customer may reschedule or cancel their participation in instructor-led training
workshops or classes up to two (2) weeks prior to the session, without penalty.
Cancellations within two (2) weeks of the session are subject to a rescheduling fee of
10% of the booked training/workshop.
8.5.2 Cancellations within one (1) week of the session are subject to a rescheduling fee of
50% of the booked training/workshop.
8.5.3 Cancellations within one (1) business day of the session are subject to a rescheduling
fee of 100% of the booked training/workshop.
8.5.4 A billable Change Order and Quote will need to be executed before the
training/workshop can be rescheduled.
8.5.5 Calabrio strives to ensure training and workshops take place as scheduled, however,
in the unusual event that a class or workshop must be cancelled, Calabrio will not
provide compensation for any external costs of cancellation, such as Customer hourly
compensation or Customer travel costs.
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IN WITNESS WHEREOF, the parties have approved this SOW and accepted by an authorized
representative of each party as of the SOW Effective Date. The exchange of a fully-executed SOW (in
counterparts or otherwise) by facsimile or email shall be sufficient to bind the parties to the terms and
conditions of this SOW.
Calabrio Inc Cisilion

“Calabrio” “Partner”
By: By:
Printed Name Printed Name
Title Title
Effective Date Date
Mailing Address: Mailing Address:

241 N. 5th Ave. Suite 1200, Minneapolis,
Minnesota 55401, USA
Billing Address:
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Appendix A
Customer Information Questionnaire
System Information
Primary Datacenter name or location Close Brothers Data Center
Total locations, hosting core or recording servers 1
Primary Contact Integration Vendor Cisco
ACD Type CUCM / Cisco Webex Contact Centre
IP PBX Type Cisco Communications Manager
ACD Version Number 11.6
PBX Version Number 12.x
Number of CM Clusters 1
Current Calabrio Products? Yes – Recording, QM, Analytics on premise
Additional servers for a resilient recording infrastructure? yes
Authentication Method
Method for user authentication? Authenticate via SAML
SAML 2.0 Identity Provider SAML Compatible
Cloud Tenant Details

Product Version Webex WFO Cloud
Cloud Region UK - United Kingdom
Tenant Display Name Close Brothers
Default User Interface Language English (en-us)
Corporate Time Zone [+0000/+0100] Europe/London (GMT/BST)
ACD/CCaaS Platform Timezone [+0000/+0100] Europe/London (GMT/BST)
Data Restrictions in Region Keep all data within the United Kingdom.
Primary Tenant Admin Name To follow
Primary Tenant Admin Email Address To follow
Second Tenant Admin Name To follow
Second Tenant Admin Email Address To follow
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Recording by Business Units or
Locations
Group name Close Brothers Recording
Group 2
Group Server Location CUCM Webex WFO
Recording calls within the European Union or United Kingdom? yes yes United no
Kingdom
Recorded Users: CR 125 125 0
Recorded Users: QM 459 0 459
Recorded Users: Total 584 125 459
Total Named Licensed Users 584 125 459
Max % Concurrent Recording 90% 90% 90%
Maximum Concurrent Recordings 526 113 413
Number of unique devices (phones) to be recorded 584 125 459
Recorded user to phone association Static. Users map to Static. Users map
their device to their device
(phone) (phone)
Implementation details Mapping table Mapping table
configured within configured within
Calabrio Calabrio
Remote or at home, recorded users? no Via VPN Via VPN
Record agent to agent internal calls? yes yes yes
Live audio monitoring required? (requires On Premise Recorders) no no no
Audio recording of calls yes yes yes

Average recorded calls per day per user 50 50
Average call time in seconds 360 360
Audio recorded calls per day 29,700 6,250 23,450
Recorded audio minutes per day 178,200 37,500 140,700
Average hours talk time per agent per day 5.0 5.0
Recorded audio upload Mbytes/day 171,072 36,000 135,072
Work days per month for users 22 22
Total time to retain audio recordings 12 12 12
(in months) months months months
Total Number of Audio recording records 8,494,200 1,787,500 6,706,700
Low Comp, wav8, Low Comp, wav8,

Cloud Storage Audio Format
stereo stereo
Received Audio Codec G.711 Stereo G.711 Stereo
Recorded audio MB per minute 0.96 0.96 0.96
47,044,80 9,900,000 37,144,800
Audio minutes in Cloud Storage
0
Storage GB for Audio in Cloud Storage 44,105 9,281 34,823
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Selective Screen Recording? yes no yes
% of users targeted for screen recording? 0% 30%
Average selected calls per day per user 0 15
Include screen recording yes no yes
Seconds of after call screen recording 0 30
Avg number of screens per user 0 2
Recorded screen minutes per day 45,728 0 45,728
Recorded screen upload per day MB 155,474 0 155,474
Total Months to keep screen recordings 6 0 6
Total GB for screen recording in Cloud Storage 20,042 0 20,042
Total recording Mbytes data upload to Cloud per day 326,546 36,000 290,546
Total Recording Cloud Storage GB 64,146 9,281 54,865
Are recording users on a VDI (Thin Client)? no no no
Do you use an outbound dialer? no no no
Network Based Other (GIS

Selected recording architecture
(BIB) Import)
Redundant Recording Required? yes yes
If desktop recording, staging upload server to consolidate no no
no
uploads?
Smart Desktop Recorded Users 459 0 459
Recording group requires CTI? yes yes no
Recorded devices covered by CTI 125 125 0
Recording group shares first CTI? yes no
Recorded devices for this CTI 125 125 0
Max Concurrent Server recordings 113 113 0
Imported calls/day 23,450 0 23,450
Recorded calls/day 6,250 6,250 0
Total Contacts / day 29,700 6,250 23,450
Recording Professional Services

Is deployment dependent upon other customer event or actions? Yes
Will recording need to be paused for sensitive information (PCI)? Yes – Webex initiated
Need to add custom metadata to recordings? TBC
Import calls from an existing non Calabrio recording system? no
Import text contacts? no
Advanced Bulk Contact Export included in this system? no
Page | 19
Any other miscellaneous professional service requirements? no
Analytics - Speech, Desktop, Text System

Deploy & configure Phonetic Speech Analytics ? no
Deploy & configure Speech to Text Analytics? yes
Languages required English: British (en-gb)
Are Multiple Languages in use? no
Recorded hours per day 2970
Busy Hour % of daily volume 5%
Busy Hour call volume 148.5

Deploy & configure Desktop Analytics? yes
Will this control recording for PCI? no
Deploy & configure Text Analytics? no
Predictive Analytics - Sentiment yes
Predictive Analytics - Evaluations and/or NPS yes
Metadata field containing source NPS score: Evals Only - no NPS
Page | 20
Hardware Requirements & Guidelines
Please refer to the product installation guides for the most current hardware/software requirements, or
additional specifications. This table lists sizing requirements for the application use based on the Customer
Information Questionnaire (CIQ), included above, in Appendix A.
Please note that server specifications detailed below are subject to change due to updates to
documentation or best practices.
Note: With custom integrations, additional server specifications may be required. Server specifications may
change based upon discovery sessions held after the project kickoff.
Sizing recommendations are subject to change. Sizing recommendations are based on standard use cases
and hardware demands. Your system sizing may require tuning for optimal performance based on actual
usage.
Calabrio Servers **DRAFT** Close Brothers Cloud

Sizing recommendations are subject to change. Sizing (Hybrid
recommendations are based on standard use cases )
and hardware demands.
Sizing may require tuning for optimal performance
based on actual usage. Version
Webex
Max Named Users: 584
WFO
Cloud
Edge Data Servers

Logical Workin
Diagram
Color
Numbe Processor OS Applicatio g Total

r of s RAM storag n storage storage Storage
Location servers (Threads) GB e GB GB GB GB
Close Brothers Data

1
Center - Co-res ACD User Sync / Contact Import
6 12 100 100 200
= Microsoft Server 2019 64 bit
Edge Data Servers Total (1 Servers) Logical

Processor Server
s RAM Storage
(Threads) GB GB
Page | 21
6 12 200
Edge Recording Servers

Diagram
Logical OS Application Working Total
Color
Number Processors RAM storage storage storage Storage
Location of servers (Threads) GB GB GB GB GB
Close Brothers
UCCE Hybrid - 1 Primary Signal/Capture

4 8 100 100 57 257
=
UCCE Hybrid - 1 Backup Signal/Capture

4 8 100 100 57 257
= Microsoft Server 2019 64 bit
Edge Recording Servers Total (2 Servers) Logical Server

Processors RAM Storage
(Threads) GB GB
8 16 513
Overall Server Requirements Total (3 Servers) Logical Server

Processors RAM Storage Recording
(Threads) GB GB Storage GB
14 28 713
Page | 22
OS Considerations
Customer must acquire the Microsoft® Windows® Server 2019 64-bit Operation System for each
Windows server required. Customer must acquire a Red Hat Enterprise Linux (RHEL) support
subscription for each RHEL server as required. These required items are not orderable or provided by
Calabrio.
VMware Considerations
When utilizing Virtual Machines or VMware environments, the solution requires dedicated hardware
and processing for its application. The application can operate in a shared virtual environment, but
requires real-time communication, therefore resources may not be over-subscribed.
Solution Diagram
Webex WFO Solution and maintained existing solution (archive replay only)
Playback only solution:
Page | 23

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Statement of Work

Calabrio | 241 N. 5th Ave. Ste. 1200 | Minneapolis, MN 55401 | Calabrio.com

SOW Type: New Install (Webex Workforce Optimisation)

These services are associated with a Hybrid Solution:

3.1 Standard Encryption

--Please continue to next page for Consulting & Workshops--

AQM Service Name Service Description Days/Workshops Quantity

Analytics Service Name Service Description Days/Workshops Quantity

Analytics Service Service Description Days/Workshops Quantity

Analytics Service Service Description Days/Workshops Quantity

Call Recording Service Description Days/Workshops Quantity

5 Customer Prerequisites and Responsibilities

5.5 Cisco WebEx Contact Center

6 Project Assumptions and Requirements

• Custom Reporting such as:

7 Cisco Webex Contact Center Project Assumptions

Calabrio Inc Cisilion

Printed Name Printed Name

Effective Date Date

Mailing Address: Mailing Address:

Customer Information Questionnaire

Cloud Tenant Details

Audio recording of calls yes yes yes

Low Comp, wav8, Low Comp, wav8,

Total GB for screen recording in Cloud Storage 20,042 0 20,042

Are recording users on a VDI (Thin Client)? no no no

Do you use an outbound dialer? no no no

Network Based Other (GIS

Recording Professional Services

Analytics - Speech, Desktop, Text System

Recorded hours per day 2970

Busy Hour % of daily volume 5%

Busy Hour call volume 148.5

Calabrio Servers **DRAFT** Close Brothers Cloud

Edge Data Servers

Numbe Processor OS Applicatio g Total

Close Brothers Data

Edge Data Servers Total (1 Servers) Logical

Edge Recording Servers

UCCE Hybrid - 1 Primary Signal/Capture

UCCE Hybrid - 1 Backup Signal/Capture

Edge Recording Servers Total (2 Servers) Logical Server

Overall Server Requirements Total (3 Servers) Logical Server

Playback only solution:

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Calabrio Servers DRAFT Close Brothers Cloud