1. © 2008 Oracle Corporation – Proprietary and Confidential

2. Oracle Online Training Materials – Usage Agreement Use of this Site (Site) or Materials constitutes agreement with the following terms and conditions: 1. Oracle Corporation (Oracle) is pleased to allow its business partner (Partner) to download and copy the information, documents, and the online training courses (collectively, Materials") found on this Site. The use of the Materials is restricted to the non-commercial, internal training of the Partners employees only. The Materials may not be used for training, promotion, or sales to customers or other partners or third parties. 2. All the Materials are trademarks of Oracle and are proprietary information of Oracle. Partner or other third party at no time has any right to resell, redistribute or create derivative works from the Materials. 3. Oracle disclaims any warranties or representations as to the accuracy or completeness of any Materials. Materials are provided "as is" without warranty of any kind, either express or implied, including without limitation warranties of merchantability, fitness for a particular purpose, and non-infringement. 4. Under no circumstances shall Oracle be liable for any loss, damage, liability or expense incurred or suffered which is claimed to have resulted from use of this Site of Materials. As a condition of use of the Materials, Partner agrees to indemnify Oracle from and against any and all actions, claims, losses, damages, liabilities and expenses (including reasonable attorneys' fees) arising out of Partners use of the Materials.

3. © 2008 Oracle Corporation – Proprietary and Confidential Disclaimer: This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle Software License and Service Agreement or other applicable contract with Oracle, with which you agree to comply. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without Oracles prior written consent. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. This document is for informational purposes only and is intended solely to assist you in planning for the implementation and upgrade of the product features described. This is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality is always at Oracles sole discretion. This document is not considered part of the applicable program documentation. Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code. Purpose: This document provides an overview of features and enhancements included in Oracle CRM On Demand Release 16. It is intended solely to help you assess the business benefits of upgrading your existing Oracle Products to Release 16, or implementing completely new Oracle developed products, and planning your I.T. Projects.

4. Oracle CRM On Demand Release 16 Transfer of Information Call Center On Demand Functional Overview

5. © 2008 Oracle Corporation – Proprietary and Confidential 5 Wrap Up Window 1. Customizable layout Intelligent refresh Wrap up window now pops for every media type Automatic wrap up for inbound call Cancel button Single wrap up timer alarm

6. © 2008 Oracle Corporation – Proprietary and Confidential 6 Demonstration: Demo: Customizable Wrap up Window

7. © 2008 Oracle Corporation – Proprietary and Confidential 7 Demo Tip: Example Screenshot

8. © 2008 Oracle Corporation – Proprietary and Confidential 8 Demo Tip: Example Screenshot

9. © 2008 Oracle Corporation – Proprietary and Confidential 9 Demo Tip: Example Screenshot

10. © 2008 Oracle Corporation – Proprietary and Confidential 10 Demo Tip: Example Screenshot

11. © 2008 Oracle Corporation – Proprietary and Confidential 11 Demo Tip: Example Screenshot

12. © 2008 Oracle Corporation – Proprietary and Confidential 12 Demo Tip: Example Screenshot

13. © 2008 Oracle Corporation – Proprietary and Confidential 13 Demo Tip: Example Screenshot

14. © 2008 Oracle Corporation – Proprietary and Confidential 14 Demo Tip: Example Screenshot

15. © 2008 Oracle Corporation – Proprietary and Confidential 15 Demo Tip: Example Screenshot

16. © 2008 Oracle Corporation – Proprietary and Confidential 16 Demo Tip: Example Screenshot

17. © 2008 Oracle Corporation – Proprietary and Confidential 17 Demo Tip: Example Screenshot

18. © 2008 Oracle Corporation – Proprietary and Confidential 18 Demo Tip: Example Screenshot

19. © 2008 Oracle Corporation – Proprietary and Confidential 19 Demo Tip: Example Screenshot

20. © 2008 Oracle Corporation – Proprietary and Confidential 20 Demo Tip: Example Screenshot

21. © 2008 Oracle Corporation – Proprietary and Confidential 21 Demo Tip: Example Screenshot

22. © 2008 Oracle Corporation – Proprietary and Confidential 22 Demo Tip: Example Screenshot

23. © 2008 Oracle Corporation – Proprietary and Confidential 23 Demo Tip: Example Screenshot

24. © 2008 Oracle Corporation – Proprietary and Confidential 24 Demo Tip: Example Screenshot

25. © 2008 Oracle Corporation – Proprietary and Confidential 25 Demo Tip: Example Screenshot

26. © 2008 Oracle Corporation – Proprietary and Confidential 26 Demo Tip: Example Screenshot

27. © 2008 Oracle Corporation – Proprietary and Confidential 27 Demo Tip: Example Screenshot

28. © 2008 Oracle Corporation – Proprietary and Confidential 28 Demo Tip: Example Screenshot

29. © 2008 Oracle Corporation – Proprietary and Confidential 29 Demo Tip: Example Screenshot

30. Release 16 Transfer of Information Thank You Call Center On Demand