Allowed designs can be done using Avaya One Source (A1S) Configurator without the need for a password.

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1 End of Sale Notice Notification Date: 05-October-2015 Revision Date: 17-January-2017 Effective Date: 01-January-2016 Subject: End of Sale Avaya Aura Workforce Optimization Release 12.x Theatre/Region: All Theaters/Regions Revision History Revision Date 05-October March April-2016 *17-January-2017 Reason for change First issue. Updated details and EOMS date changed to TBD. Clarified only latest minor release gets patched. Updated to extend AAWFO R12.1 End Of Manufacturing Support for adds/expansions only until 31 st December 2017 Summary Effective January 1, 2016 Avaya will no longer make commercially available the Avaya Aura Workforce Optimization (WFO) Release 12.x for new and upgrade solutions. New sales of Avaya Aura WFO R12.x (including R12.0 and R12.1) will no longer be available. Existing Avaya Aura WFO customers on R11 and earlier, Witness 7.x or earlier, and Nortel CRQM 6.x or earlier will no longer be able to upgrade to R12.x. Only like for like expansions to a customer s existing WFO product (e.g., adding Quality Monitoring seats to an existing QM system) and add on functionality within the same package (e.g., adding Tel Replay Package to an existing ACR system) will be allowed until End of Manufacturer Support (EOMS). Any expansion needs to consolidate to the existing WFO framework. Adding another WFO product to an existing ACR system (e.g., adding Quality Monitoring to an existing Contact Recording) is not allowed. This means that up buys from ACR to QM or ACR to WFO is not permitted. Adding another WFO product to an existing Quality Monitoring, Workforce Management or Workforce Optimization package is allowed as long as all information consolidate to the existing WFO framework. Allowed designs can be done using Avaya One Source (A1S) Configurator without the need for a password. To support expansion of customers existing WFO products, material codes for new/adds for Avaya Aura WFO Release 12.1 will remain in G status until the End of Manufacturer Support (EOMS) date (currently targeted for December 31, 2017). These expansion orders should include the after-market code (192156) and PAC codes (if applicable) as part of the order process.

2 While product quotes created prior to the EOS date are typically valid for 60 days, all orders that include products that have reached EOS must be placed and fulfilled by December 31, Any orders with EOS products placed after this date will not be shipped. There are very limited exceptions (subject to approval) starting on January 1, Discontinued Order Codes R12 All Codes Short Description WFO R12 CR IC INTG ENTL WFO R12 CR IC INTG UPG WFO R12 CR DIALER INTG ENTL WFO R12 CR DIALER INTG UPG Contact Recording / Compliance Recording WFO R12 CR PKG ENTL WFO R12 CR PKG UPG WFO R12 REDUN CR PKG ENTL WFO R12 REDUN CR PKG UPG WFO R12 ADV CR ENTL WFO R12 ADV CR UPG WFO R12 TEL REPLAY CR PKG ENTL WFO R12 TEL REPLAY CR PKG UPG WFO R12 CR QM ENCRYPTION ENTL WFO R12 CR QM ENCRYPTION UPG WFO R12 FULL TIME SCREEN RCDG ENTL WFO R12 FULL TIME SCREEN RCDG UPG Quality Monitoring WFO R12 QM PKG ENTL WFO R12 QM PKG UPG WFO R12 ADV QM PKG ENTL WFO R12 ADV QM PKG UPG WFO R12 DIALER ADPTR FOR QM WFO R12 DIALER ADPTR FOR QM ENTL WFO R12 DIALER ADPTR FOR QM UPG WFO R12 CONTENT PRODUCER ENTL WFO R12 CONTENT PRODUCER UPG WFO R12 STRATEGIC PLANNER ENTL WFO R12 STRATEGIC PLANNER UPG WFO R12 APPL ANLYS ENTL WFO R12 APPL ANLYS UPG Reporting WFO R12 AD-HOC RPT ADDL USER ENTL WFO R12 AD-HOC RPT ADDL USER UPG WFO R12 COGNOS RPT STUDIO ENTL WFO R12 COGNOS RPT STUDIO UPG Workforce Management WFO R12 WFM PKG ENTL WFO R12 WFM PKG UPG WFO R12 ADV WFM PKG ENTL

3 WFO R12 ADV WFM PKG UPG WFO R12 WFM TIME OFF MGR ENTL WFO R12 WFM TIME OFF MGR UPG WFO R12 WFM SHIFT BIDDING ENTL WFO R12 WFM SHIFT BIDDING UPG WFO R12 ADV SCORECARD ENTL WFO R12 ADV SCORECARD UPG WFO R12 KPI DESIGN ADAPTER ENTL WFO R12 KPI DESIGN ADAPTER UPG WFO R12 LESSON MGMT ENTL WFO R12 LESSON MGMT UPG WFO R12 COMP BASED LEARNING ENTL WFO R12 COMP BASED LEARNING UPG WFO R12 APPL LINK SRVR ENTL WFO R12 APPL LINK SRVR UPG WFO R12 ADV ADHERENCE ENTL WFO R12 ADV ADHERENCE UPG Workforce Optimization Package (CR + QM + WFM) WFO R12 WFO PKG ENTL WFO R12 WFO PKG UPG WFO R12 ADV WFO PKG ENTL WFO R12 ADV WFO PKG UPG Desktop and Process Analytics WFO R12 DPA TRACKER ENTL WFO R12 DPA TRACKER UPG WFO R12 ADV DPA ENTL WFO R12 ADV DPA UPG WFO R12 STR DPA ENTL WFO R12 STR DPA UPG WFO R12 DPP GUIDANCE ENTL WFO R12 DPP GUIDANCE UPG Speech Analytics WFO R12 SPH ESSENTIALS WFO R12 SPH ESSENTIALS ENTL WFO R12 SPH ESSENTIALS UPG WFO R12 SPH ADV ENTL WFO R12 SPH ADV UPG WFO R12 INTERCT DATA EXP MGR ENTL WFO R12 INTERCT DATA EXP MGR UPG WFO R12 SPH ANLYTCS ADDL LANG ENTL WFO R12 SPH ANLYTCS ADDL LANG UPG Customer Feedback WFO R12 CUSTMR FDBCK ADV ENTL WFO R12 CUSTMR FDBCK ADV UPG Base Package Up-Buys WFO R12 CR TO QM PKG UP-BUY WFO R12 CR TO ADV QM PKG UP-BUY WFO R12 CR TO WFO PKG UP-BUY WFO R12 CR TO ADV WFO UP-BUY WFO R12 ADV CR TO ADV QM PKG UP-BUY WFO R12 ADV CR TO ADV WFO PKG UP-BUY WFO R12 WFM TO WFO UP-BUY

4 WFO R12 WFM TO ADV WFO UP-BUY WFO R12 ADV WFM TO ADV WFO UP-BUY WFO R12 WFO TO ADV WFO UP-BUY Lab/Trial WFO R12 CR PKG CUST LAB WFO R12 SCRN RCDG CUST LAB WFO R12 ADV QM PKG CUST LAB WFO R12 ADV WFM PKG CUST LAB WFO R12 ADV WFO PKG PTNR LAB WFO R12 ADV WFO PKG CUST LAB Additional Features WFO R12 DATA CTR REDUND ENTL WFO R12 DATA CTR REDUND UPG WFO R12 INTRADAY PERFORM MGMT WFO R12 CALL AVOIDANCE ADD ON WFO R12 SERVICE RCVRY ADD ON WFO R12 COST TO SERVE ADD ON WFO R12 AACC Midsize Bundle (ACR included in the AACC-M bundle) WFO R12 CR MIDSIZE ENTPRS ENTL WFO R12 CR MIDSIZE ENTPRS UPG WFO R12 SMB Elite Bundle (Midmarket WFO offer) WFO R12 MIDMKT CR ENTL WFO R12 MIDMKT CR UPG WFO R12 MIDMKT CR QM BNDL ENTL WFO R12 MIDMKT CR QM BNDL UPG WFO R12 MIDMKT WFM ENTL WFO R12 MIDMKT WFM UPG WFO R12 MIDMKT CR QM WFM BNDL ENTL WFO R12 MIDMKT CR QM WFM BNDL UPG WFO R12 Elite Midsize Bundle (ACR included in the Elite-M bundle) WFO R12 CR FOR ELITE-M BNDLS ENTL WFO R12 CR FOR ELITE-M BNDLS UPG System Expansion post-end of Sale All sales of new systems and upgrades, and any sales of new feature add-ons using the discontinued codes listed above will end on the date indicated. However, the capacity of installed systems may be increased. Only like for like expansions to a customer s existing WFO product (e.g., adding Quality Monitoring seats to an existing QM system) and add on functionality within the same package (e.g., adding Tel Replay Package to an existing ACR system) will be allowed until End of Manufacturer Support (EOMS). Any expansion needs to consolidate to the existing WFO framework. Adding another WFO product to an existing ACR system (e.g., adding Quality Monitoring to an existing Contact Recording) is not allowed. This means that up buys from ACR to QM or ACR to WFO is not permitted. Adding another WFO product to an existing Quality Monitoring, Workforce Management or Workforce Optimization package is allowed as long as all information consolidate to the existing WFO framework.

5 Codes Still Available for System Expansions only R12 All Codes Short Description WFO R12 ADDITIONAL MEDIA WFO R12.1 CR FOR CM LX OS DVD WFO R12.1 CR CM CS WNDWS OS DVD WFO R12 ENCRYPT MGR DVD WFO R12 WFO DOC DVDS WFO R12 DSKTP DVD WFO R12 CUSTMR FEEDBACK DVD WFO R12 WFO CORE DVDS WFO R12 CR IC INTG WFO R12 CR DIALER INTG Contact Recording / Compliance Recording WFO R12 CR PKG WFO R12 REDUN CR PKG WFO R12 TEL REPLAY PT WFO R12 CNTRL REPLAY SRVR SFTW WFO R12 TEL REPLAY CR PKG WFO R12 CR QM ENCRYPTION WFO R12 FULL TIME SCREEN RCDG Quality Monitoring WFO R12 QM PKG WFO R12 ADV QM PKG WFO R12 UNIFY EWARE VIEWER WFO R12 CONTENT PRODUCER WFO R12 STRATEGIC PLANNER WFO R12 APPL ANLYS Reporting WFO R12 AD-HOC RPT ADDL USER WFO R12 COGNOS RPT STUDIO Workforce Management WFO R12 WFM PKG WFO R12 ADV WFM PKG WFO R12 WFM TIME OFF MGR WFO R12 WFM SHIFT BIDDING WFO R12 WFM MULTISITE MGMT WFO R12 ADV SCORECARD WFO R12 BASIC TO ADV SCORECARD UPBUY WFO R12 KPI DESIGN ADAPTER WFO R12 LESSON MGMT WFO R12 COMP BASED LEARNING WFO R12 LESS MGMT TO CBL UP-BUY WFO R12 APPL LINK SRVR WFO R12 ADV ADHERENCE Workforce Optimization Package (CR + QM + WFM) WFO R12 WFO PKG WFO R12 ADV WFO PKG Desktop and Process Analytics WFO R12 DPA TRACKER WFO R12 ADV DPA WFO R12 STR DPA

6 WFO R12 ADV DPA TO STR DPA UP-BUY WFO R12 SPH ESSENT TO SPH ADV UP-BUY WFO R12 AET TO STR DPA UP-BUY WFO R12 APP ANLYS STR DPA UP-BUY WFO R12 DPP GUIDANCE Speech Analytics WFO R12 SPH ADV WFO R12 INTERCT DATA EXP MGR WFO R12 SPH ANLYTCS ADDL LANG WFO R12 ANLYTCS DRIVEN QUALITY Customer Feedback WFO R12 CUSTMR FDBCK ADV Base Package Up-Buys WFO R12 QM TO ADV QM PKG UP-BUY WFO R12 QM TO WFO UP-BUY WFO R12 QM TO ADV WFO UP-BUY WFO R12 ADV QM TO ADV WFO UP-BUY WFO R12 WFM TO ADV WFM PKG UP-BUY Lab/Trial WFO R12 AV INT LAB Additional Features WFO R12 SDK FOR QM AND WFM WFO R12 DATA CTR REDUN WFO R12 DSKTP GADGETS WFO R12 BLENDED MEDIA SCHEDULING WFO R12 OUTBND WFO R12 PROJECTS WFO R12 TIME BANKING WFO R12 SCRN POP-UP ALERTS WFO R12 QUEUE HOPPING WFO R12 FORECAST AND SCHEDULE SRVR SIDE WFO R12 CAMPAIGN POOLING WFO R12 USER DEFINED FIELDS WFO R12 CR LIVE MNTR WFO R12 CALL AVOIDANCE WFO R12 SERVICE RCVRY WFO R12 COST TO SERVE WFO R12 CR SELECTIVE RCDG WFO R12 CR SEARCH AND REPLAY WFO R12 MOBILE APPL WFO R12 AACC Midsize Bundle (ACR included in the AACC-M bundle) WFO R12 CR MIDSIZE ENTPRS WFO R12 SMB Elite Bundle (Midmarket WFO offer) WFO R12 MIDMKT CR WFO R12 MIDMKT CR QM BNDL WFO R12 MIDMKT WFM WFO R12 MIDMKT CR QM WFM BNDL WFO R12 Elite Midsize Bundle (ACR included in the Elite-M bundle WFO R12 CR FOR ELITE-M BNDLS

7 Migration Strategy Avaya Aura WFO Release 15.1 is the alternative solution, providing a stronger value proposition for the customer, supporting Avaya and NES heritage infrastructure environments. Customers with Avaya Aura WFO Release 12.x, 11.0, 10.x, Avaya CSCM/Witness/Verint Release 7.x and/or Quality Monitoring 5.x, and NES CRQM 6.x / 7.0 under a current Avaya maintenance agreement (utility or Support Advantage with Upgrade Advantage) will be entitled to like-for-like Avaya Aura WFO 15.1 upgrade software at no additional cost. All implementation charges required by Avaya Professional Services (APS) will apply. Customers will be able to retain their existing maintenance contract until expiration and then will require recast to Support Advantage for the WFO R15.1 like for like upgrade. Please note that per Avaya product lifecycle policy, when a major release is still under manufacturer support, only the latest minor release of that major release will receive patches. For example, as long as ACR 12.x is still under manufacturer support, and the latest minor release is 12.1, only ACR 12.1 will receive patch support. ACR 12.0 will no longer receive patches. Schedule End of Sale Date 31-December-2015 (last day to order new systems, upgrades, new features) End of Manufacturer Support for SOFTWARE * 31-December-2017 End of Manufacturer Support for HARDWARE * Not applicable Last day to purchase system expansions 31 - December 2017 Last day to purchase a new Avaya services contract * Required at Point of Sale Targeted End of Services Support** 31-December 2021 * Per Avaya Product Lifecycle Policy **Avaya Services may revise the Target End of Services Support date based on the availability of quality repair parts and/or technical support expertise. Avaya WFO is only available for up to 3 year contracts, any requests beyond 3 years of maintenance support requires special bid approval. Customers should always consult any available product Services Support Notices for final information on product supportability.

8 Service and Warranty Avaya will continue to honor previously executed enhanced warranty, post-warranty and service contracts in accordance with the terms of those agreements. Avaya is not responsible for any support or maintenance commitments made by Business Partners or other service providers. Additional information concerning Avaya Services can be found on the Services Offer Information Web site. Renewals of existing Avaya service contracts covering this product will be allowed per the dates provided in this notice, unless otherwise published. Additional Information Avaya website: Avaya End-of-Sale Notices: Avaya Product Lifecycle Policy: or >> More Resources >> More >> Avaya Product Lifecycle Policy