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Schwab RT Voice Planning Guide


January, 2012 Schwab Retirement Technologies™ Page 2 of 27


January, 2012

Copyright © 2005 by Schwab Retirement Technologies, Inc., a wholly owned subsidiary of The Charles Schwab Corporation and an affiliate of Charles Schwab & Co., Inc., Member SIPC/NYSE.

Information in this document is subject to change without notice. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose without the express written permission of Schwab Retirement Technologies, Inc.

For further information, contact Schwab Retirement Technologies, Inc. at 13925 Ballantyne Corporate Place, Suite 300, Charlotte, NC 28277, USA, Tel: (800)-628-2416, Web site: schwabRT.com.

Schwab RT Participant Solutions™ is the property of Schwab Retirement Technologies, Inc., a wholly owned subsidiary of The Charles Schwab Corporation and an affiliate of Charles Schwab & Co., Inc., Member SIPC/NYSE.



Table of Contents System Overview ............................................................................................................4

System Features............................................................................................................5 System Components .....................................................................................................6

Implementation Process Overview................................................................................7 Fast Track for ASP Clients ............................................................................................7 Implementation Task Summary .....................................................................................8

Configuring Recordkeeping for Voice Processing ......................................................9 Recordkeeping Task Checklist ......................................................................................9 VRS/OPI Setup Options Checklist ...............................................................................10

Configuring Voice Options in the Application Administration Console..................12 Application Administration Console Overview .............................................................12 Voice Plan Options Checklist (Application Admin).......................................................13 Voice Planning Worksheet (Application Admin) ..........................................................14

Scripting and Voicing Options.....................................................................................16 Standard Script ............................................................................................................16 Custom Script Elements ..............................................................................................16 VOX File Naming Conventions ....................................................................................19 Voicing Sources...........................................................................................................20 Transfer Out Option .....................................................................................................20

Initial Voice Set Up for ASP Clients.............................................................................21 Getting Connected.......................................................................................................21 Voicing Services ..........................................................................................................22 Training........................................................................................................................22

Installing Phone Lines..................................................................................................23

Preparing the Network..................................................................................................23

System Configuration Technical Reference...............................................................24 Voice Presentation Services........................................................................................24 Participant Access Services (PAS) Business Tier .......................................................26 Schwab RT SQL Databases........................................................................................26

Call Flow Diagram.........................................................................................................26



System Overview Schwab RT Voice is a voice response system that provides an automated solution for processing 401(k) plan participant inquiries and transactions. The system enables participants to hear and change account information from a touch-tone telephone, automating many of the processes necessary to handle participant inquiries and updates.

Following clear, step-by-step instructions in English or Spanish, participants can realign portfolios, change investment elections, model for loans, and perform other related tasks. Schwab RT Voice offers the additional convenience of one-touch access to a service representative and hot key navigation.

Schwab RT Voice is integrated with Schwab RT Web and Schwab RT Recordkeeping using the Edify Electronic Workforce IVR as a layer within Schwab RT’s multi-tier architecture. The Voice system uses Edify application objects to enable data exchange between Schwab RT Voice and Schwab RT Recordkeeping. These application objects, developed by Schwab RT, handle the following tasks:

• Answer the phone.

• Prepare information and present options to a participant.

• Present participant information as requested.

• Accept participant requests for information and/or changes.

Schwab RT Voice is self-modifying so options that are turned off or on within the Schwab RT Recordkeeping system are dynamically removed from or added to the Schwab RT Voice system’s menu. (These options can be removed or added at the plan level.)



System Features Schwab RT has numerous features that you can implement. Options and features are customizable by plan, including investment descriptions and investment performance.

For Administrators

Features for administrators of the Voice system include the following:

• Customized plan messaging.

• Caller navigational history reporting.

• Management reporting capabilities for participant data and calling statistics.

• Options to create custom scripts, help messages, and other user-defined components.

For Plan Sponsors and Participants

Features of the Voice system that benefit your sponsors and participants include the following:

• Option to speak to a live representative with one-touch access.

• Hot key navigation.

• Professional voicing in English and Spanish.

• Plan-specific messaging at the beginning of each call.

• Loan modeling and hardship withdrawal request capabilities.

• Customized investment descriptions.

• Current participant account data.

• Account Management capabilities including realignment, transfer, investment election, PIN, and deferral changes.

• Integration with Schwab RT Web and Schwab RT Recordkeeping, providing consistent information from all sources.

• Web-based administrative options for managing Customer Service Representatives (CSRs), Voice Ports, VOX files, Voice Editor Accounts, Voice Reports, and other system-level and plan-level tasks.



System Components The Voice system consists of the following components:

• The Edify System

• Schwab RT PAS Multi-Tier Architecture

• MS SQL Databases (RKDB and PASDB)

• Voice Files created using Voice Editor or a professional voicing service

• SRT Voice administration options, including:

− Application Options

− CSR Manager

− Port Manager

− Voice Editor Accounts

− VOX File Manager

− System-level options

− Plan-level options

− Voice Reporting options

The system interfaces with Schwab RT Recordkeeping to obtain participant information. The Recordkeeping system also specifies parameters and options that the Voice system uses.

Required Servers The Voice system requires the following servers:

• Voice Server

• PAS Sever

• Web Server

• Microsoft SQL Server



Implementation Process Overview This section provides an overview of the steps required to implement your Voice system.

Fast Track for ASP Clients If your Voice system is hosted by Schwab RT’s Application Service Provider (ASP), you will perform only a subset of the tasks listed in the Implementation Task Summary that follows. In a typical ASP arrangement, the only component that resides at the client site is the internet browser, which provides access to Recordkeeping and Application Administration functions. All other hardware and software is centrally located at the ASP facility in Cleveland. This means you can let Schwab RT handle most of the installation, configuration, operation, and upgrade tasks, while you retain local control over administration options, operator security, and reporting.

For more information on tasks that require the active participation of ASP clients, see the following topics in this document:

• Configuring Recordkeeping for Voice Processing

• Configuring Voice Options in the Application Administration Console

• Scripting and Voicing Options

• Initial Voice Set Up for ASP Clients



Implementation Task Summary The following table indicates the main Voice implementation phases and the tasks performed during each phase. The third column of the table shows which tasks are handled by the Schwab RT ASP service if you are an ASP client.

Phase

Tasks

Handled by ASP

Select system features to implement

Schedule training

Complete Pre-Install Worksheet with information about your environment

Determine hardware and software requirements; place order

Establish an implementation schedule

Determine the appropriate Recordkeeping system settings

Provide a location for the installation with service access

Select the source to provide voicing services and determine foreign language script requirements

Request 800 number(s) from appropriate provider.

Plan System

Compose custom messages and custom help script

Install phone lines (Note: ASP client must request phone line and routing)

Configure Recordkeeping

Install server hardware

Prepare Environment

Prepare the network

Install the Schwab RT Voice and Web components

Install and configure Edify Workforce Administrator (See note below)

Install Microsoft SQL 2008

Install & Integrate System

Install and configure required databases

Define Voice Admin Settings Configure Voice options in Application Administration

Record Voice Files optional

Test System

Back Up Data

Maintain & Upgrade System

Note: If you plan to host your voice system in-house, Schwab RT requires that your Voice/Edify server be built by Schwab RT Professional Services and shipped to your site. At your request, Schwab RT can build additional servers for your site. Schwab RT charges a separate fee for each server built for a client.



Configuring Recordkeeping for Voice Processing This section includes checklists and other information to assist you in preparing your Recordkeeping system for Voice processing.

Recordkeeping Task Checklist Before you run Schwab RT Voice you need to set up parameters and options in Schwab RT Recordkeeping. The following table provides an overview of the tasks you need to perform: Before you run Schwab RT Voice you need to set up parameters and options in Schwab RT Recordkeeping. The following table provides an overview of the tasks you need to perform:

To Perform this Task… Use this Application…

Set operator rights for VRS/OPI processing applications Location: Admin menu Name: Security Maintenance

Specify tax codes in the Enterprise Tax Map Location: Maintenance\Global Name: Code and Map Maintenance Window: Enterprise Tax Map

Set a default OPI cutoff time Location: Maintenance\Global Name: Code and Map Maintenance Window: Options File

Specify Voice IDs for investments Location: Maintenance\Investment Name: Investment Maintenance Window: Synoptic – Voice IDs

Specify Voice IDs for sources Location: Maintenance\Plan Name: Plan Maintenance Folder: Source Level Settings Window: VRS/OPI Controls

Specify Voice IDs for Portfolio Name (Required only if using IPMs)

Location: Maintenance\Plan Name: Plan Maintenance Folder: Investment Level Settings Window: VRS/OPI Controls

Specify Voice IDs for IPMs (Required only if using IPMs)

Location: Maintenance\Investment Name: Investment Program Maintenance

Specify VRS information for plans Location: Maintenance\Plan Name: Plan Maintenance Folder: Plan Level Settings Window: VRS/OPI

Specify VRS/OPI interface options for plans

Location: Maintenance\Plan Name: Plan Maintenance Folder: Plan Level Settings Window: VRS/OPI - Setup Options

Specify VRS information for sources Location: Maintenance\Plan Name: Plan Maintenance Folder: Source Level Settings Window: VRS/OPI Controls

Specify VRS information for investments Location: Maintenance\Plan Name: Plan Maintenance Folder: Investment Level Settings Window: VRS/OPI Controls

Generate VRS Files Location: Utilities Name: File Manager



To Perform this Task… Use this Application…

Generate PINs for participants Location: VRS/OPI Processing Name: PIN Maintenance

Print PIN letters to send to participants Location: VRS/OPI Processing Name: PIN Notification Letter

Refresh VRS/OPI files Location: VRS/OPI Processing Name: VRS/OPI Refresh

Define participant access to VRS/OPI records. Location: VRS/OPI Processing Name: Record Lock Maintenance

Print Plan Digest to provide information to set up in Schwab RT Voice

Location: Reporting\Plan Name: Plan Digest

Note: For more details on setting up the Recordkeeping system for Voice, refer to the online Help for each of the applications.

VRS/OPI Setup Options Checklist Use the checklist below to indicate which VRS/OPI options you want to implement in your Voice system. You can also use the checklist to note which plans will use each selected option.

Note: The options shown below are configured in the Plan Maintenance application on the VRS/OPI Setup Options window.

VRS/OPI Options for Voice (Recordkeeping) Yes? ( ) Specify Plan(s)

1 Enable Balance Inquiry?

2 Enable Loan Inquiry?

3 Enable Election Percent Changes?

4 Enable Transfers?

5 Enable Total Account Balance Inquiry?

6 Enable Balance by Investment Inquiry?

7 Enable Balance by Source Inquiry?

8 Enable Vested Percent by Source Inquiry?

9 Enable Realignment Transfers?

10 Enable Percent to Percent Transfers?

11 Enable Dollar to Percent Transfers?

12 Enable Loan Modeling?

13 Enable Retirement Projection?

14 Enable PIN Updates?

15 Enable Election Inquiry?

16 Enable Total Vested Balance Inquiry?

17 Enable Deferral Updates?

18 Enable Dollar to Dollar Transfers?

19 Enable Hardship Available Inquiry?

20 Enable Request a Loan (Manual by Operator)?



VRS/OPI Options for Voice (Recordkeeping) Yes? ( ) Specify Plan(s)

21 Enable Request Withdrawal (Manual by Operator)?

22 Enable Loan Available Inquiry?

23 Enable LDT Contributions Inquiry?

24 Enable LDT Distribution Inquiry? Not currently used for Voice

25 Enable Deferral Inquiry?

26 Enable Voice Loan Balance Only on Existing Loans?

27 Enable Enforce Election Increments on Realignment?

28 Enable GIC Contract Balance Inquiry?

29 Enable Transaction History?

Not currently used for Voice

30 Enable Auto-Enrollment Deferral?

31 Enable Auto-Enrollment Investment Election?

32 Enable Auto-Enrollment PIN Change?

33 Enable Auto-Enrollment Realignment?

34 Enable Hardship Distribution Request?

35 Enable Retirement Distribution Request?

36 Enable Termination Distribution Request?

37 Enable Statement Request?

38 Enable Loan Payoff Request?

39 Enable Confirmation Request?

40 Enable Fund Prospectus Request?

41 Enable Request a Lump Sum?

Not currently used for Voice

Additional plan-level options are configured in the Application Administration console. For more information on these options, see “Voice Plan Options Checklist.”



Special Note regarding the Control Source function in the RecordKeeping system: Options set in control sources are used to determine which sources and investments are displayed or voiced. All sources and investments that are set in control sources to be allowed for process are displayed for selection. However, this does not mean that when processed through Update that the transaction is allowed for all sources and investments. Options from each source and investment are read to determine if the transactions are allowed or blocked for each source and investment. Each source and investment must be set up individually for each option.

If a plan is Consolidated/All Sources, the options in the control source are read to determine what sources and investments are displayed.

If the plan is Propagated/All Sources, options in the control source are read to determine which sources and investments are displayed.

If the plan is Propagated and an individual source is selected, options from the individual source are read to determine what sources and investments are displayed.

Remember, options are read from each individual source and investment when processed through Update to determine if the transaction is allowed or blocked for that source and investment.

Configuring Voice Options in the Application Administration Console Schwab RT Voice provides an administration console that you can use to configure system and plan level settings for your Schwab RT Voice and Web systems.

Application Administration Console Overview The Voice options available in the Application Administration console are listed below.

Menu Option Function

CSR Manager Assign CSRs to plan(s).

Environment Options Enable various Recordkeeping options for plan(s).

Loan Cycle Configuration Define loan cycle codes for plan(s).

Statement Manager Add and remove Voice statements for plan(s).

Plan Options

VOX File Association Maintain plan-level VOX file associations, including Plan Information, Custom Messages, Plan Greetings, and Help Messages

Authentication Options Define application access methods, restrictions, and other user security settings.

Environment Configuration Configure Investment Performance VOX files and define loan cycle codes.

Language Manager Define and maintain language templates.

System Options

Report Manager Generate administrator’s reports (Activity and Counts).

Application Options Define the Edify application versions for a specific port group and set VOX file path and debug level for Edify applications.

CSR Manager Define CSR contact and availability information.

Port Manager Configure Voice card ports for phone lines.

Statement Manager Add, modify, or remove statements for your Voice system; update VOX file assignments for your statements.

Voice Editor Accounts Create accounts for users of Voice Editor, which is used to record and edit the Voice (VOX) files.

Voice Options

VOX File Manager Add or remove sources and investments from the Voice application.



Voice Plan Options Checklist (Application Admin) Use the checklist below to indicate which plan-level Voice options you want to implement for your Voice system. You can also use the checklist to note which plans will use each enabled option.

Note: The options shown below are configured in Application Administration console. Additional plan level options are configured in Recordkeeping’s Plan Maintenance application.

Plan Options for Voice Administrators Yes? ( ) Specify Plan(s)

1 Prevent terminated participants from requesting a loan?

2 Enable Catch-Up Deferrals?

3 Show All Sources When Consolidated? (For consolidated plans only)

4 Enable Hardship Withdrawal Request?

6 Enable Loan Refinancing?

7 Do not allow loan requests when there are pending sales?

8 Require that participant speak to representative before changing a deferral percentage to zero?

9 Enable Investment Program Maintenance (IPM) Investments?

10 Enable Statement Requests?

11 Enable Investment Prices?

12 Voice investment balances as dollars and decimals instead of dollars and cents?

13 Enable Investment Descriptions?

14 Allow voiced menus to collapse automatically if an option is not allowed by a plan?

15 Enable After-Tax Inquiry?

16 Enable Plan messages?



Voice Planning Worksheet (Application Admin) In preparation for configuring your Voice administration options, consider the questions listed below, using the space provided to note your answers.

Planning Questions for Voice Administrators

1 Does your site require a Spanish language voice script?

2 What validation method will the system use? (exact match between PIN and SSN or just SSN)?

3 How do you want to configure your voice card ports. Will the system require Port groups?

4 What verbiage will be used to describe loan cycles?

5 What are file paths for your Edify applications? What level of debugging do you want to use to troubleshoot your Edify applications?

6 If you are implementing the Customer Service option, who will be the designated CSRs?

7 Who should have access to the Edify Voice Editor, which is used to create voice files? What are their Social Security Numbers and PINs?

8 What specific investments and sources will your system use?



Planning Questions for Voice Administrators

9 What custom messages does your system require?

10 What custom help messages does your system require?

11 What custom plan and enrollment greetings does your system require?

12 What user-defined statements do you want to offer your Voice users?



Scripting and Voicing Options This section describes the standard and custom scripting options available to Schwab RT Voice customers.

Standard Script Schwab RT Voice includes a standard English-language voice script that you can implement for your system. The standard script is ready to go—all you have to do is insert your own unique identifiers (plan, investment, and source) and a global greeting for your participants.

As part of your planning activities, evaluate the Schwab RT standard script and decide if it meets your needs or whether it needs to be customized for your participants. If desired, you can further modify your voice script by adding your own custom messages.

Schwab RT also offers a Spanish translation of the standard voice script. The Spanish script is available for a fee to non-ASP clients. No fee is charged for ASP clients.

For voice script contents and specifications, see Schwab RT Voice Standard Script.

Custom Script Elements This section identifies elements of the Voice system that are unique to each Voice system. Some elements are always required; some are required under certain conditions, and others are purely optional. Custom script elements are not included in the standard script and must be provided by you.

These guidelines apply to all ASP customers and to customers who are hosting their Voice system in-house and plan to adhere to the standard script. Optionally, customers hosting their own site can choose to customize any Voice element, including the standard script.

Required For Base Voice Functionality The following unique customer information is required for all Voice installations. The table identifies each custom element and indicates which Application Administration option is associated with the element.

Custom Element Related Application Administration Option

Plan ID and name N/A

Fund ID and name Voice Options>VOX File Manager>Investment VOX Files

Source ID and name Voice Options>VOX File Manager>Source VOX Files

Global greeting Port Group Manager

Plan greeting Plan Options>VOX File Associations>Plan Greeting



Required for Selected Voice Options Additional custom messages may be required depending on the options you choose to implement in your Voice System. The following table summarizes these contingency requirements.

Custom Element Required for Related Admin Option

CSR Availability message

Operator/CSR support.

Note: Depending on your site requirements, you may also need CSR Description, Phone, and Busy messages.

Voice Options>CSR Manager

Enrollment Greeting and Enrollment Closed messages

Auto enrollments Plan Options>VOX File Associations>Plan Greetings

Plan Descriptions Sites that choose NOT to use the Exact Pin Match authentication option.

Plan Options>VOX File Associations>Plan Greetings

Statement Messages Statements requests.

Note: Statements can include plan information, investment prospectus, forms, and other types of documents that participants can request from the Voice system

Voice Options>Statement Manager

Optional Custom Elements Custom Messages — For certain options, you can define a custom message before and/or after the standard Voice script. These custom messages are identified below:

• Pre Total Balance • Post Loan Request • Pre Balance Projection • Post Login • Pre Change Elections • Post Main Menu • Post Change Elections • Post Request Statement • Pre Fund Transfer • Pre Fund Performance • Post Fund Transfer • Pre Catch-Up Update • Pre Change Deferral Percentages • Pre Dividend Preference Update • Post Change Deferral Percentages • Pre Enroll • Pre Hardship Available • Pre Enroll Change PIN • Pre Hardship Withdrawal • Pre Enroll Set Deferrals • Post Hardship Withdrawal • Pre Enroll Set Elections • Pre Loan Available • Pre Enroll Realign • Pre Loan Modeling • Post Enroll Confirm Submit

Note: Custom Messages are defined in Application Administration using the following options: Plan Options>VOX File Associations>Custom Messages.



Help Messages — You can define a custom help message for the following options. Help messages play when the participant selects *H. • Balances • Model a New Loan • Administration Menu • Request a New Loan • Balance Projection • Main Menu • Review Deferral Settings • Lifestyle Funds • Change Deferral Settings • Fund Performance • Change PIN • Fund Prices • Review Election Settings • Announcements • Change Elections • Fax • Fund Descriptions • Request a Statement • Fund Transfers • Catch -Up Contributions Update • Realignment Transfers • Dividend Reinvestment Preferences Update • Fund to Fund Transfers • Enroll Change PIN • Hardship Withdrawal Menu • Enroll Set Deferral • Request Hardship Distribution • Enroll Set Elections • Loan Withdrawal Menu • Enroll Realign • Loan Menu • Enroll Menu • Review Existing Loans

Note: Help Messages are defined in Application Administration using the following options: Plan Options>VOX File Associations>Help Messages.

Plan Messages — Defined in Application Admin Plan Options>VOX File Associations>Plan Information.

Fund Descriptions — Defined in Application Admin Voice Options>VOX File Manager.



VOX File Naming Conventions Vox files created in the Voice Editor application are assigned a filename in the following format:

TypeNumberLanguage.VOX.

Example: If you record a plan greeting message in English and assign it a number of 22, the resulting filename would be PLN00022AEN.VOX.

The available types are identified below:

Option Code Description

1 PLN Plan Greeting

2 PLD Plan Description

3 PLM Plan Message

4 SRC Source Name

5 FND Fund Name

6 FDD Fund Description

7 PRE Custom Pre Message

8 PST Custom Post Message

9 HLP Custom Help Message

10 HLD Help Message Description

11 CYC Cycle VOX

12 CSR Customer Service Rep VOX

13 PFM Fund Performance VOX

14 STM Statements

99 OTH Other



Voicing Sources You can handle voicing in one of the following ways:

Options for Voicing Files Pros Cons

Voice your own recordings using built-in Voice Editor

• No fee required

• Greater flexibility in scheduling

Non-professional facilities and talent

Contract through Schwab RT • Professional facilities and talent

• Approved by Schwab RT

• Fee required

• Less flexibility in scheduling

Contract with outside vendor Professional facilities and talent

• Fee required

• Less flexibility in scheduling

• Not approved by Schwab RT

Note: Outside vendors must provide VOX files compatible with Schwab RT Voice system.

Note: Before contracting with an outside vendor, ask them how much lead time they require to implement changes to your system. For example, if you needed to add a new plan to your system by the first of the month, how much advance notice would the vendor require? Make sure your vendor’s service is compatible with your business requirements before committing to a contract.

Voice Editor The Voice Editor application enables you to record and edit the Voice (VOX) files that the Voice system uses for system and plan greetings and for “speaking” balances and various options. You will use the Voice Editor if you do not have Schwab RT or an outside vendor handle the voicing of your Voice files for you.

If you decide to produce voice files at your site, you’ll need a suitably quiet area for recording.

Transfer Out Option If you want to give users an option to transfer out of the automated voice system and speak to a CSR or other support person, you’ll need to configure this connection using the Application Administration console. For ASP clients, the transfer out option requires an 800 line that transfers to a support contact provided by the client.



Initial Voice Set Up for ASP Clients

Getting Connected Schwab RT will send you several Voice-related documents for completion and signature. The first, a Voice Questionnaire, will provide us with the detail required to begin discussions with AT&T. You will also be requested to complete either a RESPORG, which is required to transfer your current 800 number from your current carrier to AT&T, or an RTO, which is needed to set up a new 800 number. Additionally, if you are an existing Schwab RT client, we will be requesting Voice Database Information and Voice File Information from your Edify server. Detailed instructions will be provided along with each of these requests.

You are responsible for acquiring and establishing a toll-free service from AT&T, with the ability to transfer out, along with a test or temporary line in addition to the current production number. As you are planning, please be aware that the typical vendor routing lead time averages 10+ business days. Also, please note that all costs, including long distance toll-free charges associated with providing your customers access to this device, are your responsibility. AT&T will bill you directly once you begin testing the test phone line or your customers begin utilizing the 800 number.

Schwab RT will provide you with a set number of phone port(s) based on expected call volume, and the cost for such access is included in the ASP Fee. You may request additional ports at an additional cost.



Voicing Services Regarding Voicing Services, you have the option to use the Standard English (male) and Spanish (female) professional voicing provided by Schwab RT, covering all core menu options and functions available. This is included in the ASP Fee. However, any English-to-Spanish Translation Services or any custom voicing services in English or Spanish, including voicing Plan Names, Investments, Contribution Sources or money types, and/or Special Plan Messages in any language are not included in the ASP Fee.

Alternatively, you may provide, at your own expense, voicing for the core menu options and functions, including custom voicing to be used for your plans. You may also engage Schwab RT to provide, at an additional cost, custom professional voicing under a separate schedule.

Whether you decide to utilize our professional voicing or do your own voicing in-house, a VoiceIDs spreadsheet will be sent to you to allow you to define all the data you want voiced by the talent provider or your own resource. This spreadsheet details the various plans, sources, fund names, and all other non-standard phrasing you require. Although there is flexibility to allow for non-standard phrasing, ASP does have a standard voice script, which offers common phrases in our male talent voice, and we do adhere to it.

Please be aware that the voicing services have a typical turnaround time of 15+ days. Schwab RT will process your requests for Professional Voicing Services or Translation Services as follows:

• Requests received by Schwab RT between the 25th and the 10th of the following month will be processed and delivered back to you by the end of the month;

• Requests received by Schwab RT between the 11th and the 24th of the month, will be processed and delivered back to you by the 15th of the following month. Any dates falling on a non-business day will move to the next business day.

For voicing services provided in English, there is a flat fee subscription charge of $200 per month that covers up to one hour of service. Any service rendered in excess of one hour is billed at a rate of $50 per 15-minute increment. For voicing services rendered in Spanish, including Translation Services, there is a flat fee subscription charge of $300 per month that covers up to one hour of service. Any service rendered in excess of one hour is billed at a rate of $75 per 15-minute increment. The monthly flat fee subscription charge is non-cumulative, and all emergency requests will be billed at a higher rate than that detailed above.

Training Our Training Manager will contact you as your Live Date for Voice nears. At that time, she will arrange for training on the Voice Administration Tool, as well as General Voicing Service education.



Installing Phone Lines Phone lines must be installed and working, including an extra phone line for modem support. The system works with analog or digital lines. If you use digital lines, you still need to have one analog line for the modem.

An office phone must be available in the same area as the Voice system for support purposes. For upgrades, the system support modem must be in operation.

Use the Application Administration console to configure the phone lines, phone line groups, and Customer Service Representative phone numbers.

Preparing the Network To prepare your network for Schwab RT Voice, complete the following steps:

1. Configure a standard port on the network, and provide a standard Network Interface Card to connect to the port.

2. Provide Schwab RT with the following information about your network:

• Type of network

• Protocols

• Frame type

• Full or half duplex

3. Arrange network access authorization for a Schwab RT technician.

Schwab RT will configure the Voice/Edify box and SQL box to communicate with your network.



System Configuration Technical Reference This section provides descriptions of the system components required by the Schwab RT Voice system.

Voice Presentation Services

The Edify System The Edify Electronic Workforce automates the tasks involved in providing participants access to their accounts through the telephone. Edify agents run on an Windows 2003 or 2008 Server and have the following two roles:

• Wait for a phone call or other event (such as a timer event).

• Execute application object steps.

In the Edify system, an application is composed of a group of objects that perform tasks. Examples of objects are phone, host terminal, and database. Data objects carry information between the steps in the tasks. The Edify Desktop has folders that store the application objects.

The activities that are shown graphically as steps in a grid are known as workspace. The workforce Agent performs the tasks in the object such as answering the phone. The application object lists the activities that the workforce agent performs. There can be a workforce agent for each phone line, and multiple agents can run an application object. The Workforce Administrator installs, runs, and uninstalls applications. Executing a job request runs an application.

The Electronic Workforce automates retrieving and distributing data. A line is an instance of a phone resource object. Edify can access the host computers and connect directly to database servers.

An agent can be triggered to run by a system event such as a timer tick (to have an application run at a particular date or time) or a different event such as the initiation of a phone call.

More than one agent can work at the same time. Each session consumes one Agent until the session terminates or times out. An agent performs the tasks in the application object. Another agent can perform the tasks in another application object.

Schwab RT Voice needs the following Edify applications to function:

VI_Launch Answers participant phone calls and determines what port the participant's data is associated with. Finds and executes the VI_Main application object.

VI_Main Contains session startup and shutdown logic. Also contains most of the SRT Voice application's menus.

VI_BalInq Generates/processes total balance, source balance, and investment balance messages.

VI_Defers Generates/processes dialog pertaining to Deferral inquiry and Deferral change requests.



VI_Elects Generates/processes dialogs pertaining to Election inquiries and Election changes.

VI_FundInfo Generates/processes dialogs pertaining to Investment Performance, Investment Description, and Project Future Balance.

VI_Loans Generates/processes dialogs pertaining to Loan Available Inquiry, Request a Loan, and Loan Inquiry.

VI_Withds Generates/processes dialogs pertaining to Hardship Available, Hardship request, After Tax Available.

VI_Voicing Utility used to voice Plan names, source names, investment names and other voicing not contained within the application objects.

TM_Log Shared by Schwab RT Voice and Schwab RT Web to log Edify error messages.

TM_ListUpdates Shared by Schwab RT Voice and Schwab RT Web to retrieve a list of pending OPI updates.

TM_Update Handles the Update process for participant data.

VI_CSR Transfer's callers to a CSR or gives callers CSR information.

VI_Input Speaks prompts and receives caller input (except menus).

VI_Menu Speaks menu prompts and receives caller input.

VI_MenuAsm Used to assemble menu prompts.

VI_Play Called by all applications to voice application phrases.

Voice Services DLLs The Edify system uses HyperText Transfer Protocol (HTTP) to communicate with the PAS business layer of the system. The HTTP message exchange is accomplished by invoking the WebConnect.dll. The response received contains an XML formatted string that Edify parses by invoking the XML.dll.



Participant Access Services (PAS) Business Tier Schwab RT Participant Access Services (PAS) is a collection of components that provide access to Schwab RT Recordkeeping information. The PAS Layer supplies information in the form of XML data packets. A packet is returned in response to a request from the Web Layer for a particular administrative or participant operation (such as Calculate Loan Payment).

The PAS business tier contains the following components:

PAS Server “Plugins” that perform administrative and participant operations – applying business logic, and accessing the RK SQL Database as necessary.

Toolkits Methods or Remote Process Calls for accessing operations performed by plugins (returning XML data packets to the Presentation Layer).

Request Broker “Traffic manager” that receives requests and returns information.

Schwab RT SQL Databases Schwab RT Voice requires the following data files and databases:

• RK-SQL database (RKDB)

• PAS database (PASDB)

Call Flow Diagram The diagram on the following page shows the flow of calls from the initial system greeting, through user authentication, to the available menu options, user responses, and the resulting transaction updates. The white boxes in the diagram indicate menu options or prompts presented to the user; shaded boxes represent system output.



Documents

Schwab RT Voice Product Resource Center/Resource... · Inc., a wholly owned subsidiary of The Charles Schwab Corporation and an affiliate of ... Schwab RT Voice is integrated with