9/11 Pager Messages

ISHD1378435 - CTI-InternetSuite - SITMAN PAGE-Users continue to not receive screen pops. AD restarted media link and is resubmitting emails. ETC 9am cdt. - 990099 - 1.800.808.1058 options 2,1,1

ISHD1378435 - CTI-InternetSuite - SITMAN PAGE-Users continue to not receive screen pops. AD restarted media li

nk and is resubmitting emails. New ETC 9:30am cdt. - 990099 - 1.800.808.1058 options 2,1,1

ISHD1378435 - CTI-InternetSuite - SITMAN PAGE-Users c

ontinue to not receive screen pops. eMail resubmit 60% complete. Next status 10:30am cdt. - 990099 - 1.800.808.1058 options 2,1,1

John Harrison wants you to join on a conf call RE: Network Security, at 11am CST 888-517-2888 Code 2368725. Dave Flessas and Laren Sprou

se will be on the call. - Jan

ISHD1378435 - CTI-InternetSuite - All Clear - SITMAN PAGE-All users able to receive screen pops as of 10:48am cdt. 1.800.808.1058 options 2,1,1

NOON executive Network update 888-517-2888 #10251. I`ll also notify Darren. JAN

Situation Update regarding terrorist attach - message will come in several segments. 1-Herndon call center shutdown 2-SpeedPay still operational, contingencies under investigation. 3-Outbound call

Update continued: 4-P2K Normal hotlining processing will continue, but collections hotlining suspended. 5-Working with PR requesting that employees minimize internet traffic.

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: Pls contact SitMan at 913.307.7777 for follow-ups. Rich Swartwood

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

n 2-SpeedPay still operational, conting

Update cont

inued: 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.

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

ISHD1379958 - ServerOutage - PKCEXV006. Server giving reports of disk corruption. Server Ops investigating. Affecting 100 users. NO ETR. - - 1.800.808.

1058 options 2,1,

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.

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.

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

307-3152

ISHD1379

481 - IMPACT - All Clear - SITMAN PAGE- Users in Lawrence,Irvine,Charlotte,Jaxsonville and Orlando no longer experiencing slowdowns and lockups following 30 minute impact. Issue resolved while

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

ISHD1380170 - SpeedPay - SITMAN 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

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 blocking

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 Swartwood

ISHD1380617 - CTI-InternetSuite - SitMan Page: 85 users in Nashville and Ft. Worth not receiving screen pops. App Adm and AD engaged. No ETC. - 220022 - 1.800.808.1058 optio

ns 2,1,1

SitMan Page: Advocates are not receiving screen pops in Genesys e-Mail Management System. AD recycling the application and resubmitting cases. ECT 6:00AM CDT 6/12/2001.

1/02:ISHD1380617 - CTI-InternetSuite - Group paged: CUSTOMER_SOLUTIONS_EMERGENCYGroup Message ID: 583 Message: SitMan Page: Advocates are not receiving screen pops in Genesys e-Mail Managemen

2/02:and resubmitting cases. ECT 6:00AM CDT 6/12/2001. - 220022 - 1.800.808.1058 options 2,1,1

1/02:ISHD1380617 - CTI-InternetSuite - SitMan Page: Advocates are not receiving screen pops in Genesys e-Mail Management System. AD recycling the application and resubmitting cases. New ETC 2:30AM CDT

2/02:- 1.800.808.1058 options 2,1,1

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

ISHD1380617 - CTI-InternetSuite - All Clear - SitMan Page: SITMAN PAGE-All users able to receive screen pops as of 12:15am cdt. 1.800.808.1058 options 2,1,1

ISHD1380870 - CTI-InternetSuite - SitMan Page: All Nashville users are again not receiving screen pops. App Adm and AD engaged. Sitman Mike Bruns 816-965-1559 . No ETC - 220022 - 1.800.808.1058 opti