The document discusses the IT department and infrastructure of Focus Services. It outlines upgrades to the wide area network including new internet circuits and point-to-point connections. It also discusses plans to refresh equipment, improve server redundancy, migrate DNS servers, and research new routing protocols. Budgets and costs for various connections and planned upgrades are presented.

1. Focus Services IT Department
Focus Services 4102 South 1900 West Roy, UT 84067 * (801) 393 1635
FOCUS SERVICES, LLC CONFIDENTIAL 2010

2. Focus Services 4102 South 1900 West Roy, UT 84067 * (801) 393 1635
FOCUS SERVICES, LLC CONFIDENTIAL 2010

3. • Focus Wide Area Network
• DNS Server Migration
• Equipment Refresh Plan
• Key Server Redundancy
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

4. • Completed the installation of Internet circuit into
Dubuque location – Allows for regional placement of
redundant internet based systems – Email, Web
Server, VPN.
• Installed Point-to-Point circuit from Rock Falls to
Dubuque – This creates the ability to route traffic to
and from Rock Falls site through Dubuque in the
case of a downed circuit.
• Researching new Routing Protocols – With the
completed redundant circuits in place we are
analyzing several options to create automatic
rerouting of traffic in the case of a circuit outage.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

5. Previous Current
Connection Name Bandwidth Costs Costs
OC3 Into Roy with Various Charges $4,006.00 $4,006.00
OC3 Into Ogden vith various charges $4,694.00 $4,694.00
DS3 Into Dubuque $1,970.00 $1,970.00
DS3 between Roy and Ogden 45mg $700.00 $700.00
Qwest ELA 100mg Internet Roy 10-100mg $2,270.00 $2,270.00
Qwest ELA 10mg IQ Network Roy 10mg $1,754.00 $1,754.00
Qwest ELA 100mg Internet Ogden 10-100mg $2,270.00 $2,270.00
Qwest ELA 10mg IQ Network Ogden 10mg $1,754.00 $1,754.00
Qwest 3T1 IQ Network Rock Falls 4.5mg $1,926.00 $1,926.00
Qwest 3T1 IQ Network Clinton 4.5mg $1,926.00 $1,926.00
Qwest 1T1 PTP Clinton to Dubuque 1.5mg $712.00 $712.00
Qwest 2T1 IQ Network Dubuque 3.0mg $1,014.00 $1,014.00
Qwest Tired DS3 IQ Network Zuni 9.0mg $3,172.00 $3,172.00
Qwest DS3 Internet Dubuque 45mg $0.00 $2,000.00
Qwest 1T1 PTP RockFalls to Dubuque 1.5mg $0.00 $700.00
$28,168.00 $30,168.00 $2,000.00
FOCUS SERVICES, LLC CONFIDENTIAL 2010

6. • Many of the outages over the last months and years can be
traced back to a failed DNS server or the inability to access
a working server because of a failed connection or circuit.
• Testing a new DNS server plan that will place a DNS server
in each location while still limiting access to unapproved
internet pages.
• Testing in Rock Falls has been very successful. Clinton is
currently being tested at 50% of the floor for B2B
connectivity.
• With server refresh this project will be completed in the next
6 months for all sites. Currently Rock, Clinton, and Ogden
are the only sites with the ability to use this technology.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

7. • 2011 Agent Refresh will be completed in Q1 – Mainly due
to Pam Sherry pressure the Agent machines in Clinton and
Roy floor 3 will be the 2011 refresh. The usable machines
from Clinton will be used to supplement growth in Dubuque.
The machines from Roy 3 will be used to replace many of
the aged machines in Ogden. 114k of 131k
• Servers to be replaced – 2011 will be the year for replacing
2 servers in Ogden, and 1 server in Dubuque, Roy, and
External SQL. 15k of 28k
• Budgeted money will also be covering some refreshment of
Cubicles, Chairs, and other miscellaneous equipment.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

8. Current Seats Years New Site Builds
Agent $657,000.00 5 $131,400.00 Seats 115
Servers $141,000.00 5 $28,200.00 Stations $700.00 $80,500.00
Cubes $280,000.00 10 $28,000.00 Servers $40,000.00 $40,000.00
Chairs $100,000.00 5 $20,000.00 Cubes $350.00 $40,250.00
Misc Comp $25,000.00 1 $25,000.00 Chairs $110.00 $12,650.00
Building $25,000.00 1 $25,000.00 Misc Comp $10,000.00 $10,000.00
$1,228,000.0
Total 0 $257,600.00 Total $183,400.00
Payment ($7,836.69) Interest
36 Months ($282,120.88) ($24,520.88)
Formula for Payment PMT(0.06/12,36,D8,0,0)
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

9. • New PC grade Machines were purchased the end of 2010. These
machines are installed at each site to act as a backup server in the
case of non-recoverable failure.
• These systems have SQL server pre-installed and 90% ready should
a need arise to replace the SQL Server.
• These machines are able to act as a replacement for File servers as
well in the case of an emergency.
• These machines are in place to reduce the amount of downtime to
Focus and the Client. Example- Rock Falls vs. Ogden SQL Server
Failures.
• Continued work is being done to further prepare the machines to fill
the roles more quickly.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

10. • NOC Assignment Pages
• NOC IVR, Call Scripting, and Knowledge Base
• FAST migration and redesign for external access
• Continued FAST development for additional product
expansion
• Create the ability to handle additional web design and
applications
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

11. • FAST assignment pages – FAST pages that will allow
for assignments to be made to NOC personnel
• Assignments can be given priorities and can be
assigned to particular times or schedules.
• Assignments can be scheduled to repeat or may be a
one time item.
• Notification can be sent should there be a problem
with the assignment or if the submitter of the
assignment requests notification when the
assignment is completed.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

12. • NOC Representatives login to NOC assignments
page and are given the opportunity to complete
assignments as they come into scope.
• Time spent in the assignments is tracked and reports
can be generated to compare the time in
assignments among NOC staff.
• Completion of assignments can be verified and
results tracked over time.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

13. Outage
Occurs
Call is Placed to the
IVR
Check to see if Conference Call is
issue is already Yes created where
known other parties can
be added for
No duration of
incident
Call is put into Queue
for NOC Agent. Conference Call
Agent takes initial Call is
information and if ended
necessary engages when
other parties in solution is
Problem Solved Call Complete
Conference Call. in place
FOCUS SERVICES, LLC CONFIDENTIAL 2008

14. • NOC IVR will check to see if there are current issues
in process.
• If there are current issues the IVR will read (text to
speech) the problem as recorded by the NOC rep
and ask if this problem is the same as what the caller
is calling about.
• If it is the same as one of the problems the caller will
be conferenced into the already in progress call.
• CallerID will be used to perform look up in the
employment database.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

15. • NOC Agent is recruited into the call when it is a new
issue.
• NOC Rep will get some quick information including
the contact information and quick explanation of the
issue.
• The system will write this information to database so
that next calls will hear and users will see the open
issue.
• NOC rep will then be able to document and search
the issue. Knowledgebase will serve as a
troubleshooting and error tracking tool. This will
become much more effective over time.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

16. • Server recourses will be procured to operate FAST
externally. This will include a SQL server, Web
Server and a Storage System.
• The FAST software will be installed into the external
network.
• Portions of FAST will need to be rewritten in order to
allow for different data formats. This will involve
creating a “FAST” data set that all other data formats
will then need to adhere to.
• This initial implementation is expected to be
completed in 120 days from start.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

17. • FAST will continue to undergo improvements and
additional modules. Some of the current plans
include.
• Addition of a project management system (30-60-90).
This system could be used by all departments and
would create a simple system to allow for decimation
of project status and more simple follow-up from
management team.
• FAST Training system. This system would allow for
tracking and reporting of training to the floors. This
would also allow for quiz/testing of agent knowledge
and required levels before taking calls.
• Focus Global – System used to rank performance.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

18. • The IT team receives many requests for projects
outside the general call-center business. These
requests are sometimes given a much lower priority
and so often are not completed to the level expected
by the project lead. Some of these include:
• Door-2-Door
• FocusServices.com Website
• FirstCallSavings.com Website
• FocusProperties.net
• We would like to build the Development team in ways
that we can handle the management of these types of
requests.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

19. • We would like to increase bandwidth to be able to handle the
exploration of hosting external access to FAST, continued FAST
development, and Other Development Projects without the expense
of postponing one for the other.
• This takes hours. I would like to build the Development team to
create a FAST team, a Rhyl Team, and a Other team.
• Two of these teams would be state-side programmer teams. These
would be dealing with FAST both the internal and external
development.
• The “Other” team could possibly consist of Odesk or Philippine team
members. The nature of these projects are more Project oriented
and would not need as much of a integrated knowledge.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

20. • Proposed FAST Development Team – I will be removing Ben from his
hands on work with this team. I would like to increase some of the
bandwidth of this team to handle the new requests and continued
growth.
• Curtis Lindstrom – Continued at $36k/year
• 2 new FTE (~$34k/year= additional $68k/year)
• Some equipment costs in PC, Desks, space)
• Creation of the External FAST team – Ben Johnson will be most
involved here.
• Ben Johnson – Continued at $72k/year
• 2 new FTE (~$34k/year= additional $68k/year)
• Some equipment costs in PC, Desk, space)
• Other projects would simply be managed by the Development
department but work maybe completed via outsourced labor. There
would still be an increase in management time and so a possible cost to
other projects.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

21. • The NOC Team Schedule
• The NOC Team Location
• Assignments given to the NOC team
• Time-Line of the Project
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

22. • NOC team will provide 24/7 coverage to all Focus Sites. In order
to cover all time with breaks and lunch we will be staffing 2 deep
at all times.
• Shifts will overlap. This will allow for a smooth handoff during an
outage. One member of the team will be able to stay on while the
other switches team members.
• In order to cover these hours there will be 10 employees on the
team. 1 Supervisor with 9 reps.
• These are not highly trained IT personnel but a top quality agent
with fantastic detail and communication skills.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

23. • Initially the team was planned to be built in the Philippines. There
are some benefits to the Philippines;
• We already know the culture and the quality of the people. We know
what we can get there.
• We know the pay rate and already have the location installed and
ready.
• We have others who could help cover in a “Pickle” (this is for you
Don)
• I am looking at the possibility of moving the team to Honduras. Here
are some benefits.
• It would give us a commitment of work out of the gate.
• It would be much closer to travel to for setup and training.
• It is the same time zone and so the supervisor position maybe easier
to staff at a higher level.
• While we do not know the exact pay difference we know that they
are comparable. We can always use Philippines employees to help
cover in an emergency.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

24. • The NOC will be On Call – 24/7. They will be handling all outages
from a documentation and coordination standpoint. We will continue
to give them tools to help reduce the amount of downtime
associated with any outage.
• They will be a prevention and verification unit. They will be able to
place test calls to campaigns. They will be able to monitor for
system problems and give notification before the clients. They will
be verifying daily data backups. They will be able to look at the logs
of systems on the network and identify any potential problems
before they become a system outage.
• They will be able to perform simple tasks that take valuable time
away from system administrators. Camera footage look-ups, Email
account creation, password resets.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

25. • The NOC team is Scheduled to be live by the end of June.
• The development of the NOC tools for launch is on schedule and we
hope will be ahead of schedule by the end of May or early June.
• I will be traveling to Honduras the week of March 21st. One of the
purposes of this trip will be to verify if we will have the talent
available for the NOC team.
• Hiring will begin in the First of April. The first hire will be a
supervisor position and then in the first part of May with the help of
the Supervisor the agents will be hired.
• Agents will be trained in the mid to last part of may will a NOC turn-
up goal the first of June.
FOCUS SERVICES, LLC
CONFIDENTIAL 2010

26. FOCUS SERVICES, LLC
CONFIDENTIAL 2010