G-Cloud Framework RM1557 ii Hosted OpenScape Unified Communications Service Definition

Transcription

1 G-Cloud Framework RM1557 ii Hosted OpenScape Unified Communications Service Definition 1 P a g e

2 Contents Contents Overview of Hosted Unified Communications Functional Details Service On-Boarding & Off-Boarding Technical Requirements Pricing Constraints P a g e

3 Hosted OpenScape Service Definition 1 Overview of Hosted Unified Communications Coms offers a fully hosted, cloud deployed SaaS Unified Communications service based upon an industry leading, carrier grade, SIP based soft-switch from Siemens Enterprise Communications (SEC). The core of the service is based on an OpenScape Unified Communication Server (OUCS) platform, an Enterprise class, carrier-grade resilient server built on Open Standards with a SIP engine. This solution has been built in a scalable and resilient mode, up to 100,000 voice users on the initial system. The solution is remotely hosted in duplicated core data centres, and specifically built to be a hosted service, so Users are not tied to a desk or site. The solution is built around the basic principles of Open Standards and SOA (Service Orientated Architecture) allowing developments to be carried out by us, Consumers and other integrators. It allows numerous applications to share the common resources of the software foundation layer. Coms deploys the OpenScape platform, diversely distributed across multiple locations for resilience and DR continuity. This solution provides a full communications roadmap and allows for the deployment of more advanced Contact Centre, Unified Communications, Video and Messaging solutions across its infrastructure. OpenScape is % available in hot-hot node configuration. OpenScape UC allows any SIP device or standard telephone handset to be allocated as a user s handset. For example, if a mobile is lost or stolen a Consumers personal device can be added temporarily; remote office locations can keep on site phone spares for replacement; or users can connect to web interfaces on home or replacement devices if laptops fail. This approach allows seamless feature utilisation across multiple applications, as well as cost effective scalability, and simple implementation of high availability systems. The architecture enables: SIP session control for voice, IM and video Session detail reporting - not just call detail recording, but comprehensive recording and reporting on voice calls, instant messaging, s, conference calls, etc. A common management portal Availability management with the means for providing carrier-class scalability for the voice, messaging and unified communications A fully featured Contact Centre capability including skills based routing for inbound voice, outbound voice, , chat and co-browse

4 The Coms OpenScape platform is based on native SIP specification RFC3261. It is already the preferred IP standard for PSN. SIP is supported and used between various deployments: SIP Clients (Handsets)Interfacing Directly to the OpenScape Voice Edge Proxy(Gateway) between recipient organisation and OpenScape Voice Client with Mobile GSM Appliance Also in some configurations there may be multiple intervening SIP-aware entities between the client and OpenScape Voice, e.g., edge proxy and SBC. A client acts as a SIP User Agent (UA) and exchanges SIP messages with other SIP entities including: Other SIP clients Other types of SIP UA (e.g., gateways, media servers) Proxies, registrars and redirect servers Back-2-back user agents (B2BUAs) Other types of SIP-aware entities such as Session Border Controllers (SBC) and Application Layer Gateways (ALG) that exhibit properties of proxies or B2BUAs The Service can be accessed from: Work Home On the road Temporary location Mobile device With software-powered voice capabilities, presence awareness, enterprise-class instant messaging (IM), multi-party audio, video and desktop sharing, the Consumer can now connect and collaborate from any location that has Internet connectivity. OpenScape Unified Comms is fully featured and is delivered via the cloud without the need for any dedicated customer premises equipment to be installed onsite. It combines with Coms Hosted VoIP Telephony Service to meet diverse requirements without the Consumer having to pay for services that many Users do not need and will not take up. The flexible licencing arrangement means that should requirements change, the service can respond accordingly. The benefit to users being that they have access to a leading edge recognised system that offers advanced Call Handling, Call Forwarding, geographic independence and a wide range of business tools. 4 P a g e

5 2 Functional Details OpenScape Unified Comms delivers full enterprise class telephony without the need for a locally installed PBX / Phone System. Functionality is managed in the cloud by the OpenScape Platform. Core functionality includes as standard: Presence Instant Messaging Conferencing Peer-to-peer voice and video Audio and Video Conferencing using OpenScape Web Conferencing Federation extending OpenScape capability over the Internet the Consumer s trusted partners Desktop Sharing via web conferencing system Enterprise Voice Location independence Click through access to Microsoft Office applications from OpenScape GUI Fully managed service Provision of Geographic & non-geographic numbers Inbound & Outbound calling Call Forwarding on Busy Call Forwarding on No Answer Call Forwarding to multiple numbers simultaneously (Dual forking) Call Hold Call Parking Call Pickup Call Queuing Call Return Call Transfer (blind & attended) Call Waiting (enable & disable) Conference Calling Free On-Net Phone Calls Music-On-Hold 5 P a g e

6 Online Access to Call Data Records (CDRs) Optional / Chargeable Features Online Portals Call Recording 2.1 Endpoints - Coms offers: Integration with existing customer premise equipment e.g. PABX System Administrative Login Polycom handsets that are pre-provisioned and actively managed to enable remote configuration and support. Please note that Polycom are the only handset that supports a native pre-installed OpenScape client (OpenScape Phone Edition). Consumers pre-existing SIP endpoints/handsets can be accommodated Constantly updated list of compatible SIP devices Downloadable OpenScape client 3 Service The system offered by Coms, whilst based upon the Siemens OpenScape platform, is a departure from a typical OpenScape deployment. For the first time, a hosted derivative has been built in the UK and permits for a simple delivery via WAN or Internet to end users. In addition, because the underpinning OpenScape Voice platform is capable of supporting traditional TDM connections to legacy systems utilising protocols such as DPNSS and QSig, any pre-existing PABX can be incorporated into the service; this includes legacy signalling protocols such as DC5 or AC15. Coms will provide a connection using the most suitable and cost effective method on a case by case basis, and has wide experience of the potential connection methods required to deliver an efficient service. Any connection to an external system will not compromise the security regime required for the voice solution; appropriate codes of connection will be met. Coms will undertake relevant discussions with Consumers to establish the proper course of action for connection. Some gateway options could include the following: RG8700 gateways a family of gateways providing support for 2-16 ISDN30e connections Mediatrix 3630 gateways supporting 1 or 2 ISDN30e connections. SIPDG gateways supporting up to 3 x 30 channel DPNSS/QSig connections The OpenScape Voice platform primarily utilises Dynamic User Licences as the means for licensing the basic voice platform. A dynamic licence is required for each endpoint registered onto the system, such as a physical SIP phone, a soft phone, a SIP client running on a mobile phone or an analogue device connected via a gateway such as a fax machine. 6 P a g e

7 Coms and SunCom have tested a range of handsets on the platform and are happy to integrate with most of the leading SIP handset providers. Coms notes that SEC has an OpenScape Ready program allowing certification of Third Party products and devices to OpenScape Voice. SEC is also working towards PSN compliance in meeting the Code of Connection (CoCo) for its platforms to the wider PSN systems. Additional Options By discussion, the following can be integrated with the platform. Pricing is dependent upon the range of functions required. Service Levels. OpenScape Contact Center End user licences are all concurrent user licences, therefore allowing contact centre operations to run in shifts without the need for multiple licences per seat. The main contact centre licences are as follows: Agent Agent Desktop Manager Desktop including Fax / SMS routing) Callback (including Social Media) Web Collaboration There are also licences for Call Director the integral Interactive Voice Recognition (IVR) for OpenScape Contact Center. Coms Hosted OpenScape offers a fully managed remote one stop service. In scope Existing Service Discovery Consumer Account Creation Supply & provisioning of endpoints where required Supply of new UK Geographic number provision where required Porting of existing UK Geographic numbers where requested 24x7 support desk Supporting of network connectivity and infrastructure (SIP trunks) PSTN call termination 7 P a g e

8 Out of Scope Project Management Professional Services to co-ordinate initial installation and setup of service for an end Consumer Faults on devices provided by Coms that under 12 months old from date of first provision Floor-walking training on day of Go-live The Service is not ultimately responsible for the availability or performance of the IP network Performance and support of the Consumer Voice system, (Coms Hosted OpenScape covered own by SLA) Faults on devices NOT provided by Coms or those over 12 months old from date of first provision Coms will provide a Project Plan and Project Management following PRINCE2 methodology for the deployment. Coms will also produce: A complete list of account credentials A separate Quick User guide Contact number for support after go-live Service Management Details Com s provide 24/7/365 days a year contact point from our Service Support Centre. Faults or support can be raised through: Our single dedicated Helpdesk support Our single dedicated Helpdesk support number Via our Web-portal Coms Service Support Centre is responsible for: Fault logging, ticket creation, and resolution, escalation management. Any faults or support requests raised outside of working hours, (09:00 17:30 Monday to Friday), that are categorised as low in severity in the above prioritisation table will be deferred until the next working day. All fault and support requests are recorded on the ticketing system, which allocates a unique identifier and priority to each ticket and assigned single point of contact. This allows close tracking of progress, easy handover and escalation, a clear audit trail and easy production of performance reports 8 P a g e

9 24/7 Support, ticketing and tracking system Without compromising on detail the Coms SLA aims to be clear and concise. Coms provide front line services to deliver and administer, adds, ceases, moves and changes against a defined SLA and provide detailed reporting against these Fault logging by and phone 24/7/365 Fault prioritization and response within a defined time period Fault management and named management escalation Fault Prioritisation Problem Type Priority Level Response Time Acknowledgement of Consumer technical query General administrative or billing enquiries Minor adjustments to phone configuration or call flow Single number dialling problems Assistance with SIP client (phone) configuration Unexpected telephony service disruption Unexpected Internet service disruption Whole area code or country dialling problems Problems with complementary call services (e.g. call pickup, call conferencing, call recording) Coms handset malfunction or failure Priority 3 LOW Priority 2 MEDIUM 10 mins 1 day 4 hours Total telephony outage Priority 1 1 hour HIGH Fault Escalation Escalation Level Name Telephone Level 1 Service Manager Mike Nudd mn@coms.com Level 2 Service Manager Brian Kavanagh bk@coms.com Level 3 CTO David Cargill david.cargill@coms.com P a g e

10 Compensation model - Service Outages, Service Availability & Target Time to Resolution (TTTR) Coms offers Service Availability & TTTR Targets in line with industry standards Service Availability percentage is calculated by taking the total time that the service was available and dividing it by the maximum time it could be available, starting from the 1st of each month The Target Time to Resolution (TTTR) is the stated timescale against which Coms will aim to resolve an Outage based on its severity. Any failure to meet these timescales will be brought to the attention of the above Escalation Contacts % below quoted Service Availability Total Monthly Service Credit > 0 and 0.3 % 5 % > 0.3 % and 0.6 % 10 % > 0.6 % 15 % Source of Fault Increment beyond TTTR Service Credit Per Increment VoIP Platforms 4 hours 1 % VoIP Handset under warranty 1 day 1 % The total available Service Credit is expressed as a percentage reduction for the affected users of the billed monthly invoice total for the services supplied and calls made in the monthly period that the Outage took place Service Constraints Coms compensation model does not apply to disruption caused by: Consumer acting either wilfully or negligently Any third party, or any services or hardware provided by a third party Not complying or ignoring a request by Coms Circumstance outside the reasonable control of Coms Planned Outages Please see SLA for full details Management Information Real-Time Itemised Billing records are available to view and download 24/7 from the online portal. Any period can be specified. 10 P a g e

11 Information Assurance Business Continuity This Service is complaint to IL0/1/2. In addition Coms are independently ISO9001 and ISO27001 certified. The core platforms reside within Telehouse and SunCom s own new datacentre in Sunderland. The datacentres use permanent manned security and multi-layered physical security including secure perimeter, biometrics and video surveillance. Entry to each facility is tightly controlled with strict procedures in place to monitor and control visitor access both into and within the data centre. Extensive CCTV video camera surveillance is in place along with security breach alarms, biometric checks and controlled physical barriers. Access to the buildings, data floors and individual areas is via individually programmed access cards, using biometrics and visual identification ensuring secure, single-person entry. Both SunCom & Telehouse are compliant to ISO27001:2005 Security Management standard, which ensures the proper selection of adequate and proportionate security controls to protect all information assets within their data centres. Coms has a Business Continuity Management, (BCM), policy which is in accordance with ISO27001 that adheres to many of the principles, standards and guidelines of BS Specifically, Coms has defined a set of critical services and operations that it is required to support and protect in the event of an interruption. Both the corporate IT infrastructure supporting Coms staff and network infrastructures supporting the services provided to customers have been designed specifically to mitigate any single point of failure risks that could affect the provision and support of these services. Coms services have been designed and deployed to be highly resilient, redundant and remotely accessible in order to deal with the range of potential interruptions identified from the on-going risk assessments conducted by the management of the business. Coms has documented a BCM system defining: Objectives Responsibilities Business impact analysis Risk assessment Maintenance and improvement plans In order to test the suitability and reliability of the systems deployed, there is a defined BCM exercising policy whereby the systems infrastructure is subject to either partial or full interruption scenarios performed on a monthly, quarterly or half-yearly basis. If appropriate, 11 P a g e

12 corrective action is taken after each test, documentation updated and communicated to relevant personnel accordingly. Where this specifically relates to the Voice and/or UC services, Coms and our partner SunCom have engaged in cross-communication to ensure dual compliance and coherence. In order to ensure that the core system remains available, the Openscape platform exists in an active mode and is located at both SunCom and Telehouse hosting facilities. Critically, the connectivity between sites is diverse and duplicate and has an uptime of % Data Restoration The Hosted OpenScape platform utilises real-time mirroring of the main database server, with backups taken of key servers every 24 hours, one copy of which is kept locally and a second is securely & electronically transferred offsite. Key servers and databases can be restored from the local or remote data backups. 4 On-Boarding & Off-Boarding On-Boarding and Ordering Process Set Up Includes Orders are generated by the Consumer specifying the service required A Coms Project Manager is assigned and produces a project plan for deployment, porting, and training, (if applicable) Account set-up Porting of existing numbers where required Assigning a UK geographic and/or non-geographic number on the Coms platform Coms provides users with a unique service compared to other providers by project managing, deployment and training, (if required), of all new orders. Our aim is to ensure the least possible disruption and time involvement from the Consumer management The Go-Live Day is agreed with the Consumer and can take place over several phases if required. Coms staff will attend the Go-Live Day for, floor walking, and support where required Consumer responsibilities The Consumer is required to provide all relevant and requested User data to Coms in electronic format to enable the preparation of the deployment including and not limited to: User Name Job Title 12 P a g e

13 Invoicing Process Training Trial Service Scope Off-Boarding Service Migration Department Geographic place of work Suitable, VoIP enabled IP connectivity Handset Make, Model and version number On completion of order and account setup the service is considered live and billable Invoicing for advance rentals become payable Call charges are payable in arrears All Users are provided with a Quick Start Guide Group training can be accommodated at Go-live No individual training on new devices is offered Issuance of a Trial account and configured handsets 30 days rolling contract A one-off fee for set up, 1 months rental is payable in advance Calls are chargeable At contract expiry where the Consumer chooses not to renew, the Coms Account will not be disconnected but will continue on a rolling 30-day notice contract Where the Consumer terminates the service will cease 30 days after notice of termination The handset and any accessories remain the property of the Consumer Coms will provide a detailed Estate Schedule and assistance to an incoming supplier On the request of the Consumer Coms will provide data records. Any not requested within 90 days of termination will be securely destroyed in line with current guidelines. 13 P a g e

14 5 Technical Requirements Fixed Network Via PSN our demarcation is the edge PSN router that we connect to. Signalling and Audio to IP encoding Coms use SIP and either G729 or G711 codecs to communicate with the Consumer Voice system. OpenScape client OpenScape client is supported on the following operating systems: Windows 7 Windows Vista Windows XP OpenScape Mobility client is supported on the following operating systems: Android Symbian IOS Blackberry Windows 7 Mobile Interworking with legacy PABXs DPNSS Q-Sig AC15 14 P a g e

15 6 Pricing 6.1 Per Consumer rental per month A typical expected deployment would be 250 users on a 3-year term. Monthly rental would therefore be 3, Year Term 2 Year Term 3 Year Term 1 to to to , Web conferencing Call Charges are as per separate Price List at Billing Regime - per second billing Web conferencing is priced separately as licences are per room. Each room allows 1000 participants. 1.2 Handset, accessories & Console Prices Product ID # Polycom Soundpoint IP Systems Handsets and accessories Cost SoundPoint IP 321, 2-line SIP desktop phone with single 10/100 Ethernet port and PoE support. Does not include AC power supply SoundPoint IP 331, 2-line SIP desktop phone with integrated 2-port 10/100 Ethernet switch and PoE support. Does not include AC power supply SoundPoint IP 335, 2-line SIP desktop phone with HDVoice, integrated 2-port 10/100 Ethernet switch and PoE support. Does not include AC power supply SoundPoint IP line IP phone with HD Voice. Ships without power supply SoundPoint IP 550 SIP 4 line IP desktop phones with HD voice. Does not Include AC power supply SoundPoint IP 560 SIP 4 line Gigabit Ethernet IP desktop phone with HD voice. Ships without power supply P a g e

16 SoundPoint IP line IP phone with HD Voice. Does not Include AC power supply SoundPoint IP line color display IP phone with HD Voice. Ships without power supply SoundPoint IP Backlit Expansion Module for SoundPoint IP 650 SIP desktop IP phone SoundPoint IP Color Display Expansion Module for SoundPoint IP 670 SIP desktop IP phone SoundPoint IP Wallmount Bracket kit. For use with SoundPoint IP450 phone. Country Group SoundPoint IP Wallmount Bracket kit. For use with SoundPoint IP 550, 560, 650 and 670 phones. Country Group HD-Voice handset+cord for IP 450, IP 550, IP 560, IP 650 and IP Handset + handset cord for SoundPoint IP 300, 301, 500, 501, 600, and Universal Power Supply for SPIP 320, SPIP 330, SPIP 430, SPIP 550, SPIP 601& SPIP pack, 24V, 0.5A, UK power plug Universal Power Supply for SP IP 560, 670, VVX pack, 48V, 0.4A, UK power plug Headset interface adapters, 2.5mm to RJ-9. Compatible with SoundPoint IP 330/331 and 320/321 phones. Valid for use World Wide 8.12 Product ID # Polycom VVX SYSTEMS Handsets and accessories Cost VVX line Business Media Phone with HD Voice. Compatible Partner platforms: 20. excluding China, Korea, and Brazil. POE. Ships without power supply VVX line Business Media Phone with built-in Bluetooth and HD Voice. Compatible Partner platforms: 20. POE. Ships without power supply VVX line Business Media Phone with video capability and HD Voice. Ships without power supply VVX 1500 D dual stack (SIP&H.323) business media phone with video capability and HD Voice. Ships without power supply. (First year maintenance contract required) VVX Wallmount Bracket kit. For use with VVX 500 phone Universal Power Supply for SPIP 560, SPIP 670, VVX 500 and VVX 1500., 48V, 0.4A, UK power plug VVX Camera. Plug-n-Play USB camera for use with the VVX 500 and VVX 600 Business Media phones P a g e

17 Product ID # Polycom Soundstation IP System Handsets and accessories Cost SoundStation IP5000 (SIP) conference phone af Power over Ethernet. Expandable. Includes 25' (6 meter) Cat5 shielded Ethernet cable SoundStation IP6000 (SIP) conference phone. AC power or 802.3af Power over Ethernet. Includes 25 ft/6m Cat5 shielded Ethernet cable; Pwr Insert Cable. Expandable SoundStation IP 7000 (SIP) conference phone. AC power or 802.3af Power over Ethernet. Includes V power supply, 1.5A, 48V/50W; 25 ft/6m Cat5 shielded Ethernet cable; Power Insertion Cable. Expandable SoundStation Duo dual-mode conference phone including Power Supply, Power Cord with United Kingdom plug, Power Injection Module (PIM) with 6.4m combined PSTN/Cat5 cable, 2.1m RJ-11 PSTN cable, 2.1m Cat5 cable and Quick Start Guide Universal Power Supply for SoundStation IP V, 0.4A, 48V/19W. Power Insertion Cable Universal Power Supply for SoundStation IP V, 0.4A, 48V/19W. Power Insertion Cable Extension (EX) microphones for SoundStation VTX 1000 and SoundStation IP6000. Includes two EX mics and two 7 foot/2.3 meter cables Multi-Interface Module to daisy chain IP7000s, add single HDX digital mic or add aux I/O ports. Includes V power supply Cables (2) for SSIP7000 EX mic kit. Each is 7 feet / 2.1 meters long Cables (2) for SSIP7000 EX mic kit. Each is 25 feet / 7.6 meters long Extension (EX) microphones for SoundStation IP7000. Includes two EX mics and two 7 foot/2.3 meter cables Universal Power Supply for SoundStation IP V, 1.5A, 48V/50W. Power Insertion Cable Console Interconnect Cable for connecting two IP7000 consoles together. Walta to Walta connectors. 25 feet/7.6 meters c-link2 cable Cable, HDX microphone array cable. Walta to Walta. 10 ft/3m. Connects HDX microphone to HDX microphone/soundstation IP7000. (Preferred packaged version of listed in HDX Accessories) P a g e

18 Cable - 2.5mm cell phone cable 1.2m (4ft) for use with SoundStation2, SoundStation2W, SoundStation IP 7000 and SoundStation Duo Expansion Microphone Kit for CX3000 and SoundStation Duo. Includes two expansion mics and 2.1m (7ft) connection cables Computer Calling Kit - use SoundStation2 (with LCD), VoiceStation 500 and SoundStation Duo as speakerphone for VoIP calls via computer based softclients Cable - Two (2) Expansion Microphone Cables, 2.1m (7ft) for SoundStation VTX1000, SoundStation2 and SoundStation Duo BTS CommsWare Console Rental Per Annum Per Position Rental 1 Year Term 1,130 2 Year Term 1,076 3 Year Term 1,009 BTS CommsWare Console Purchase Outright Purchase Console per position 2,978 Annual maintenance from Year The BTS CommsWare Console will work with a SIP Trunk which supports: RFC Basic Call Handling RFC RTP, RFC SIP Replace RFC SIP Refer CommsWare Console Version 1x has tested compatible with Cisco Unified Communication Manager Version 7x, 8x and 8.5x 18 P a g e

19 6.3 Termination Costs By Consumer 3 months rentals plus return of any discount applied up to termination date By Coms 6 months notice Trial Service Pricing Set Up Monthly Rental Per Consumer 50 (up to 50 users) 30 7 Constraints 7.1 Coms are not liable over and above that specified in the Service Level Agreement for the nonperformance of the IP network. 19 P a g e