National Video Conferencing Service (NVCS) Service Catalogue Version 1.1

Transcription

1 National Video Conferencing Service (NVCS) Service Catalogue Version 1.1 March 2016 Service ID Service List Status GO LIVE date Page 101 Management of VC Endpoints Live 31/05/ Support of Desktop VC client Live 31/05/ Bridging Service Live 31/05/ st and 2 nd Line Remote Support Live 31/05/ Training Live 31/05/ Jabber Guest Access Live 06/03/ Appendix Description Status Validity date Page 1 Endpoint Supportability Catalogue Live 07/03/2016 9

2 Service Name: Management of VC End-Points Service Alias: VC Support Service ID: 101 This service provides support for all the video conference end-points registered with the NVCS. The service includes system configuration, registration on TMS and remote endpoint management. 1. Endpoint registration and configuration on the management server (TMS). 2. Software update and pro-active monitoring of end-points connectivity. 3. Remote endpoint management. 4. Provision of system specific user guides. 5. Problem management of VC endpoints related incidents. 6. Reporting and performance management. The following are out of the scope of this service; 1. Hardware not registered on the TMS (or other approved) management system. 2. Provision of hardware and/or software maintenance contract. 3. Return to base of faulty hardware. 4. Procurement and on site installation of end-points. 5. On-site support. 6. On-site routine maintenance including for AV accessories. 7. LAN/WAN connectivity. 8. On-site training. Monday to Friday (09:00 17:00) How to Access the Service: Devices can be registered for the service via logging a request with the VC Service Desk on or by ing vc.support@nhs.net This service is only available to health boards that have subscribed to the NVCS. Health boards will have suitable plan in place for hardware maintenance and if necessary software upgrades. Only end-points registered on the central management systems will be supported. End points must also qualify for support as listed on the Endpoint Supportability Catalogue Appendix 1. 2

3 Service Name: Support of Desktop VC Client Service Alias: Jabber Client setup, password reset Service ID: 102 This service covers the support of desktop VC client. It involves the management of Jabber (previously known as MOVI) user accounts and licences and includes incident management associated with the use of Jabber. Jabber is Cisco desktop video conferencing software that transforms a desktop PC to a video conferencing station. It can be used to connect to bridged meetings or directly to hardware based video conferencing systems. 1. Jabber account set up. 2. Management of Jabber user accounts password reset, account changes. 3. Provision of Jabber client test tools for health boards. 4. Problem management of Jabber related issues. 5. Provision of user and training guides. 6. Reporting and performance management. The following are out of the scope of this service; 1. Local installation of software and hardware. 2. Supply of web camera, headphones and other required hardware. 3. Network and desktop configuration within local health board. 4. On-site support. 5. On-site training. Monday to Friday (09:00 17:00) How to Access the Service: Subscribed health boards can access the service via the NVCS web site, by completing the Jabber request form. Access is also available by telephoning the service desk on or by ing vc.support@nhs.net. Minimum Data Set: The minimum data set as specified in the SLA must be provided when accessing this service. Account Authorisation Account provision and password resets will be administered in line with the Jabber licensing guide. All account setups must be authorised by local health board Jabber approver. Jabber Licences The employing health board of the staff member must ensure that an adequate number of Jabber licences are available in the licence pool, in line with the jabber licensing guide. This service is only available to health boards that have subscribed to the NVCS. 3

4 It is the responsibility of subscribed health boards to ensure that client devices meet the specification as specified by Cisco. 4

5 Service Name: Bridging Service Service Alias: MCU booking service Service ID: 103 This service provides multi-site conference and ISDN gateway capability. Multi site meeting is the ability to have 3 or more sites participating in a single meeting. 1. Provision of a bridge from 3 up to 20 participating sites including IP, ISDN and a minority of telephone participants; to NHS and non NHS sites. 2. Bridge booking and changes to scheduled conferences and meetings. 3. Bridge booking for recurring conferences and meetings. 4. Live multi site conference and meeting management e.g. connection & layout 5. Incident management during live bridge meetings The following are out of the scope for this service; 1. Telephone only conferences. 2. Streaming of live meeting. 3. Provision of end-point details this information must be provided by the end-user booking the service. 4. Reporting of failed connection the initial incident report must be made by the end-user. 5. Conferences and meeting recording. Monday to Friday (8.00am 6.00pm) How to Access the Service: Subscribing health boards can access the service via the NVCS web site by completing the Bridge Booking form. Access is also available by telephoning the service desk on or by ing vc.booking@nhs.net. Minimum Data Set: The minimum data set as specified in the SLA must be provided when accessing this service. This service is only available to health boards that have subscribed to the NVCS. All service requests for bridge booking should be made, at least 2 working days to the date of the conference. It is the responsibility of subscribed health boards to ensure that all end-points involved in a bridged meeting meets the Endpoint eligibility criteria as specified in the Endpoint Supportability Catalogue, as any devices causing quality issues in a multi-site conference may be dropped from the call. 5

6 Service Name: 1 st and 2 nd Line Remote Support Service Alias: Remote support Service ID: 104 This service provides 1 st and 2 nd line remote support for all video conference end-points registered with the NVCS; this includes incident management for all devices during live VC meetings (one to one and bridged), as well as normal routine support. 1. VC incident management remote support; call logging, triage and resolution. 2. AV incident management remote support for audio visual issues. 3. Desktop client incident management managing all Jabber related support issues; call logging, triage and fault resolution in line with SLA. 4. Live point to point incident management remote support. This is restricted to health boards that have subscribed to the NVCS. 5. Live bridge meeting incident management remote support. 6. Provision of test number and test tools to test connectivity, audio, video and other issues. The following are out of the scope of this service; 1. Provision of support to health boards not participating in the service with the exception of 1 st line remote support to those connecting to pre-booked multi-site conference. 2. On-site support. Note: AV support is limited to best effort. Monday to Friday (8.00am 6.00pm) How to Access the Service: Access is available by telephoning the service desk on or by ing vc.support@nhs.net. Minimum Data Set: The minimum data set as specified in the SLA must be provided when accessing this service. This service is only available to health boards that have subscribed to the NVCS. Only end-points registered on the central management system will be fully supported. Provision of service to non-eligible health board will be limited to the provision of 1 st line telephone support to those connecting to a pre-booked multi-site conference. 6

7 Service Name: Training Service Alias: Training and user guides Service ID: 105 This service provides training instructions and user guides for all devices fully supported in the Endpoint Supportability Catalogue contained in Appendix Endpoint specific user guides. 2. Desktop client user guides. 3. Training instruction. The following are out of the scope for this service; 1. On-site training. 2. Any device not supported on the Endpoint Supportability Catalogue Monday to Friday (9.00am 5.00pm) How to Access the Service Subscribed health board can access the service by telephoning the service desk on or by ing Minimum Data Set: The minimum data set as specified in the SLA must be provided when accessing this service. All health boards subscribed to the NVCS are eligible to apply for this service. It is the responsibility of the health boards to ensure that required information for creating room specific user guides is provided. 7

8 Service Name: Jabber Guest Access Service Alias: Guest Access Service ID: 106 This service provides the facility to connect external participants to a NHS endpoint, bridge or Jabber account using a URL which will open in a web browser or app. 1. Guest Access booking service 2. End User instructions for web browser and mobile device apps. 3. Advice and Support on the use of Guest Access The following are out of the scope for this service; 3. Telephone support to non-nhs staff on the use of Guest Access 4. Any device not registered on TMS. These will not be used with Guest Access Monday to Friday (8.00am 6.00pm) How to Access the Service Subscribed health board can access the service by telephoning the service desk on or by ing vc.support@nhs.net. All health boards subscribed to the NVCS are eligible to apply for this service. It is the responsibility of the NHS end user to ensure that the appropriate risk assessment has been made when using this service. Advice is given within the Guest Access pages on the NVCS website. 8

9 Appendix 1 - Endpoint Supportability Catalogue Support Category definition: Category Description Service Level Obsolete The device does not provide video services of an acceptable quality. This may be manifest by connection difficulties or incompatibility with other equipment. Devices will not be booked into scheduled conference. Support not provided. Limited In some circumstance the device may provide video services of an unacceptably quality. For instance, this may be due to an out of date software version. Devices which are no longer supported by the manufacturer may be included in this category. Support provided on a best effort basis. Devices causing quality issues in a multi-site conference may be dropped from the call. Full Device fully supported Fully supported Pending adoption Device being reviewed for adoption Limited support may be available, however this may be withdrawn if change request rejected. Unsupported The device is unsupported Support not provided. Endpoint Supportability Catalogue - this will be reviewed regularly in line with the NVCS specification. Manufacturer Model Software Version Support Category Cisco DX70 Release or later Cisco DX80 Release or later Pending Pending Cisco EX60 Release TC7.3.* Full Cisco EX90 Release TC7.3.* Full Cisco MX200 Release TC7.3.* Full Cisco MX300 Release TC7.3.* Full Cisco SX10 Release TC7.3.* Full Cisco SX20 Release TC7.3.* Full Cisco SX80 Release TC7.3.* Full Cisco Tandberg C20 Release TC7.3.* Full Cisco Tandberg C40 Release TC7.3.* Full Cisco Tandberg C60 Release TC7.3.* Full 9

10 Cisco Tandberg C90 Release TC7.3.* Full Cisco Tandberg E20 Release TE4.1.0 or later Tandberg Edge 75 MXP Release F9.3 or later Full Tandberg Edge 85 MXP Release F9.3 or later Full Tandberg Edge 95 MXP Release F9.3 or later Full Tandberg 150 MXP Release L6.x Limited Tandberg 770 MXP Release F9.3 or later Limited Tandberg 880 MXP Release F9.3 or later Limited Tandberg 990 MXP Release F9.3 or later Limited Tandberg 1000 MXP Release F9.3 or later Limited Tandberg 1700 MXP Release F9.3 or later Limited Tandberg 3000MXP Release F9.3. or later Limited Tandberg 6000MXP Release F9.3 or later Full Tandberg Classic (All) All Obsolete Tandberg Vision 5000 All Obsolete Polycom HDX 4000 Release v3 or later Full Polycom HDX 6000 Release v3 or later Full Polycom HDX 7000 Release v3 or later Full Polycom HDX 8000 Release v3 or later Full Polycom HDX 9000 Release v3 or later Full Polycom RealPresence Series All Limited Polycom ViewStation (All) All Obsolete Polycom VS4000 All Obsolete Polycom VSX 3000 All Obsolete Polycom VSX 5000 All Obsolete Polycom VSX 7000e Release x Limited Polycom VSX 7000s Release x Limited Polycom VSX 8000 Release x Limited Polycom VVX 1500 Release Limited Avaya All models All Pending Lifesize All models All Limited/Obsolete Sony All models All Unsupported Vidyo All models All Unsupported Full 10