LAN Access to AWS - provides a means for Customers to file Transfer Protocol ICM reports to their systems without using a floppy disk or manually keying into workforce management systems

ICM Remote Access - provides a means for Customers to access their ICM Administration Work Station remotely LAN Access to AWS - provides a means for Customers to file Transfer Protocol ICM reports to their systems without using a floppy disk or manually keying into workforce management systems.

ICM Fall Back Routing - In the event of BT declaring a serious network incident ICM Fall Back Routing would be deployed whereby delivery of calls will be made to an alternative platform.

Enhanced Area Link - enables Customers to route calls from specific areas of the country to designated call centres

Internet Script Editor (ISE) with ICM - enables Customers to remotely access their call scripts via the (internet) using an Access Token. In order to use ISE the customer must have a standard PC with Internet Explorer at v6 SP1 and an I-Desk Activ Token.

Unless stated otherwise in the ICM Annex to the Telemarketing order form the additional charges for these features are as set out below:-

These charges will be in addition to the rental and connection charges for the standard ICM service.

The following features are available for ICM Customers with IVR:

Network Based Queuing*

Take Back and Transfer with IVR,

Computer Telephony Interface***

Agent to Queue Take Back and Transfer.

* The ICM Caller Provided Information (CPI) functionality cannot be used with the Network based queuing facility.

*** Customers must purchase desktop licence direct from CISCO or their distributor.

Note:

Unless stated otherwise in the ICM Annex to the Telemarketing order form the additional charges for these ICM with IVR features are as set out below:-

The Supplementary Terms for ICM should be read in conjunction with and are additional to the Contract for BT Telecommunications Service (Telemarketing Service) listed in sub part 6.

Customer Equipment

Customers may opt to provide their own Personal Computer (PC) equipment and layered software products (collectively referred to here as “Customer Equipment” to run ICM (Intelligent Contact Management). Where this option is chosen, it is the Customer's responsibility to install and maintain the Customer Equipment. BT will install and configure the ICM software on the Customer's PC.

In addition to connection and rental charges there is call charge for BT Telemarketing Service numbers using ICM.

Telemarketing Service

ICM is only available with BT Telemarketing Service.

ICM Termination Charges

Where no Termination Charges are listed in the order form, the following termination charges will apply:

Customers on a 1 year Contract (12 month Minimum Period) who terminate the service before the end of the Minimum Period will pay the ICM rental charge due to the end of the applicable for the remainder of the Minimum Period.

Where the Minimum Period is in excess of 12 months, the termination charges are as follows:

Where the Customer terminates the service before the end of the Minimum Period the Customer will pay BT rental due to the end of the applicable Minimum Period at the following rate:

the difference between the ICM rental charge applicable to the Minimum Period for which the Customer contracted and the rental charge for a 1 year contract (12 month Minimum Period).

In addition to the above:

Customers who contract for ICM service after the 1st January 2001

Additional early termination charges will also be raised where any Customer including those on one year Contracts (12 month Minimum Period) ceases the ICM service within three years of first taking service. The additional early termination charge is as follows:

The Customer pays an early termination fee if the Customer ceases Service before 3 complete years. This is based on the amount indicated in the table shown in the relevant sub part , multiplied by the number of uncompleted quarters remaining in the three year period.

Customers who contract for ICM service before the 1st January 2001

Additional early termination charges will also be raised where any Customer including those on one year Contracts (12 month Minimum Period) ceases the ICM service within three years of first taking service. The Customer has two options to pay for these additional early termination charges and the customer must decide which option will apply at the time he first contracts for the ICM service.

Option 1: This option is no longer available for new service 1st January 2001. Under this option the Customer pays the additional charges set out below at the time of first taking service. The Customer also commits to paying the Caller Provided Information (CPI) upgrade charges if the Customer upgrades within 3 years.

Option 2: The Customer pays an early termination fee if the Customer ceases Service before 3 complete years. This is based on the amount indicated in the table shown in the relevant sub part , multiplied by the number of uncompleted quarters remaining in the three year period.