9/11 Pager Messages

ISHD1378443 - PredictiveDialer - SITMAN PAGE-Dialer Analysts unable to build todays campaigns. Davox dialer download completed at 5:50am cdt. Dialer A,B

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 n

ot receive screen pops. AD restarted media link and is resubmitting emails. New ETC 9:30am cdt. - 990099 - 1.800.808.1058 options 2,1,1

ISHD1378443 - PredictiveDialer - All Clear - SITMAN PAGE-Dialer Analysts able to pull todays campaigns at 7:16am cdt. 1.800.808.1058 opti

ons 2,1,1

ISHD1378435 - CTI-InternetSuite - SITMAN PAGE-Users continue to not receive screen pops. eMail resubmit 60% complete. Next status 10:30am cdt. - 990099 - 1.800.808.1058 options 2,1,1

We have one Retail store down in Brooklyn NY. I verified with SITMAN that SpeedPay is up and working. Kevin Elbert

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

We are in contact with Sprint L/D`s Disaster Recovery Team. L/D has 23 DS3`s

down in the NY World Trade Area. No circuits reported down in the DC area. Kevin Elbert 816 965- 1480

Situation Update regarding terrorist attach - message will come i

n 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 tr

affic.

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

We just lost the only circuit into our Alabama router at the Alabama switch site. The impact is, they can not use email or Connected. We have turned the circuit to the LEC to be fixed. Kevin Elbert

If you guys are free, there will be a ongoing conf call, lead by SITMAN at 2 PM on the effects of the disaster on PCS. PIN nuber of 3073474. KE

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 operational, 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 Networ

k 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

Mike, FYI Nashville ADSC l

ost all Network conectivity. Affecting 50 to 60 users. Does not appear to be power related. Surveillance is working with NetOps to resolve issue. Thanks, Steve IT-Surveillan

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

Mike, Gene here! Another Virus warning "Code Blue" Similar to "Code Red" but easier to detect. NT is working on ensuring

we are protected. More later.

Mike, Gene here! All primary application looking good. Some adjustments are being made to account for the MAF backlog to CDR Archiver. No major concern at this point. More later.

ISHD1379958 - ServerOutage - PKCEXV006. Server giving reports of disk corruption. Server Ops i

nvestigating. Affecting 100 users. NO ETR. - - 1.800.808.1058 options 2,1,

Mike, Gene here! We know what we need to check for regarding "code blue" and we are beginning our enterprise validation. More later.

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

ISHD1379481 - 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

Everything is going fine, just network congestion and the gas price. We hear the gas went up as much as $5.00 per gallon in area`s around KC.

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

Mike, Gene here! I thought the 5 p.m. call went well regarding "low risk" "CODE BLUE". Tom will put the list of servers and an action plan together and send it tomorrow. Have a safe trip. See you

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 thr

ough 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 options 2,1,1

FYI: Per sitman we have lost a central office in NY, and will probably lose many retails through the night. Thanks, IT Surv. Christina 816-965-1480

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