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© 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.

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

© 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Release 16 Transfer of Information Thank You Call Center On Demand