9/11 Pager Messages

90% mobile to mobile call processing for Greenville SC customers not being completed. No ETC je

TEAM-ISHD 1378435-Genesys Internet Suite-Sitman bridge pin 990099. All users not receiving screen pops. App Adm and AD engaged. Sitman Judy Hultquist 9133073475

e-mail Management Degraded: Advocates are not receiving screen pops in Genesys e-Mail Management System. ETC 10:30 AM CDT. JL

Call Processing Degraded: Customers in the New York City and Washington DC area may experience problems making and receiving calls. This is due to a overload of calls. No ETC. dk

Mark, left u PCS VMX. Please consider speaking to campus facilities. Employees all glued to monitors watching CNN. A lot of emotion. Maybe best to consider if this is a good thing. -Bill VC

Jerry`s PCS # is: 913-486-1284.

SpeedPay All Clear: Customers payments are now posting to their accounts without delays. All Speedpay files are now current. Root Cause under investigation. dk

This update will be redundant for some of you. Situation Update regarding terrorist attach msg will come in several segments. 1-Herndon call center shutdown 2-SpeedPay still op

erational, conting

Update continued: 3-Outbound call advocates redirected to support side. 4-P2K Normal hotline processing will continue,

but collections hotlining suspended. 5-Working with PR requesting that emplo

Update continued: 6-MAF is being monitored for capacity issues that may arise. 7-Contacted Corp Security for direction on any further actions to take. 8

-Monitoring Network crisis bride to provide a

Update end: We are requesting that all Directors receiving this status join bridge 1.800.304.8043 PIN:2334546 for further coordination. Rich Swartwood

Terrorist attach update: 1-network and firewalls being monitored and OK. 2-MAF OK and not concerned with 6 mil backlog. 3-Logistics in Louisville diverting shipments to ground transport.

Kathy Novak-Johnson REALLY wants to talk to you before PIQAST meeting Thurs. I suggested she call you Wed 7:30AM on your PCS. I will co

nfirm with her if this is OK with you.

Update continued: 4-all key apps being monitored and reporting OK. 5-Herdon and Charlotte (bomb threat) call centers evacuated. 6-Convergys and MPS offices in Cincinnati evacuated but operational.

Update continued: 7-PR email broadcast at 3PM requesting employees to minimize internet activity. Next Director status at 3PM - Call-in:816-650-0605 PIN:5591171 Rich Swartwood 913-307-3152

Call Processing Degraded update: The message waiting indicator function has been turned off from the Nortel and Motorola switches to help free up capacity so more calls can be made and received by PCS

Impact Degraded: Advocates at multiple contact centers are experiencing lockups and slowdowns in IMPACT. dk

Terrorist attack update: 1-Network, firewalls, and apps reporting OK. 2-Call centers reporting OK with low volume. 3-No new closures or evacuations. 4-ERAS and RAS at 50% of capacity.

Impact All Clear: Advocates at multiple contact centers are able to access IMPACT via Velocity and Premiere. Root cause under investigation. dk

Update continued: 5-SNTP reporting OK. 6-PR still working on broadcast msg to employees to limit internet traffic-above normal volume. 7-SpeedPay,MPS,P2K operating OK but sites evacuated.

Update continued: 8-Code BLUE virus update being applied by NT Server Ops-no immediate threat. 9-All change activities put on hold through tomorrow evening.

Up

date End: Next Director status at 5PM - Call-in:816-650-0605 PIN:5591171 Rich Swartwood 913-307-3152

ISHD1379481 - IMPA..........E.....S..................................................................................................................................................... resolved while

Update End: Next Director status at 5PM - Call-in:816-650-0605 PIN:5591171 Rich Swartwood 913-307-3152

Speedpay Degraded: Customers may experience a delay in their payments posting to their accounts. The last Speedpay lockbox file processed by Convergys was at 12:07 PM today. No ETC. dk

Speedpay Outage. Due to the crises in NY and DC, Speedpay is unavailable to all users at this time. No ETC. DK/RS

ISHD1380170 - SpeedPay - S

ITMAN PAGE-Payment posting files for transactions completed after 12:07 PM CDT have not posted in P2K. AppAdmin, A/R, Convergys, IT-AD & SpeedPay investigating. No ETC. - 428

Terrorist attack update: SpeedPay is down. Site lost power with further collapse of building around 5PM. They are mobilizing to relocate equipment to New Jersey site. No ETC at this time. Bridge 8

Terrorist attack update: 1-SpeedPay down with power outage-moving equipment to New Jersey-not ETC-setting up blocking pages or IVR down msg. Looking at payments through call center advocates.

Terrorist attack update: 2-Several network cells lost with further collapse of WTC around 5PM. Otherwise, network and firewalls reporting OK. 3-RAS and ERAS reporting at 40% of capacity. 4-All ot

Update continued: 5-no new closures or evacuations. Herndon reopens tomorrow morning. Charlotte reopened earlier today. 6-SNTP reporting OK 7-Following up on why PR broadcast email not yet issued

Update End: No further Director status calls unless situation deteriorates - pages will continue. Rich Swartwood 913-307-3152

HI. Don't get gas or very much gas. Will explain later. LoVe Rhonda

Speedpay Outage Update: All advocates and customers continue to be unable to process payments via Speedpay. Customers attempting to process payments will receive a message to try again later. Moving

Terrorist attack update: 1-All app except SpeedPay reporting OK. 2-Network and firewalls reporting OK. 3-SpeedPay down and relocating equipment to New Jersey-no ETC yet-all functions have blo

cking

Update continued: 4-RAS and ERAS at 35% of capacity. 5-No new closures or evacuations. 6-Chg Ctrl moratorium will continue through Wed 5PM. 7-Monitoring bridge will continue through noon Wed.

Update continued: 8-Email broadcast went out at 6PM. 9-SpeedPay bridge 816.650.0605 PIN:3073474 10-Monitoring bridge 816.650.0605 PIN:110011 11-Next status page in approx. 1 hour. Rich S

wartwood

CTI Genesys Degraded: eCare advocates at the Nashville and Fort Worth contact centers are experiencing lockups and are unable to receive customer email inquiries. Approx 90 advocates affected. No etc

Genesys Outage Update: eCare advocates at Nashville and Fort Worth continue to be unable to log into the application to process customer emails inquiries - 28,000 emails have to be resubmitted before

Mark, if you have ur laptop, might want to review email from Mark Miller. He`s requesting a mtg early AM with you, I, Dan, Bruce re: BOF & rel 17 products. Plz call for info. -Bill VC 913-219-0990

Terrorist attack update: 1-All app except SpeedPay and CTI Genesis reporting OK. 2-Network and firewalls reporting OK. 3-RAS and ERAS at 35% of capacity.

Update continued: 4-SpeedPay working to establish New Jersey site. next status at 5AM-best guess ETC is mid-day tomorrow. 5-CTI Genesis having IR server issue-not related to terrorist attacks.

Update continued: 6-Monitoring bridge 816.650.0605 PIN:110011 7-No more status pages tonight unless situation deteriorates. Rich Swartwood

ISHD 1380870-Genesys Internet Suite-Sitman bridge 816-650-0605 PIN 220022. All users not receiving screen pops. App Adm and AD engaged. Sitman Mike Bruns 816-965-1559

ISHD 1380870-Genesys Internet Suite-Sitman bridge 816-650-0605 PIN 220022. All users not receiving screen pops. App Adm and AD engaged. Sitman Mike Bruns 816-965-1559