VIA

Skype for Business with PSTN: from VIA

VIA UC for Skype for Business is a cloud-based telephony and contact centre solution with PSTN calling for Skype for Business. Simple per month user pricing and VIA's unique online management portal provide full PBX replacement and Contact Centre features on top of the standard offering from Microsoft.

Features

  • PSTN Calling, UK landline, mobile and international bundles
  • Dedicated Cloud Hosted Service, SSO to Azure and ADFS
  • FCA and MiFID II compliant call Recording, 7 years+
  • Conference and webinar solution (no need for WebEx)
  • Full PSTN based conferencing service with international dial-in numbers
  • Full integration with VIA Contact Centre
  • Reporting on data with VIA Data Query and Power-Bi dashboards
  • Complete Web Portal for self-service of users and call routing
  • Skype for Business features: video conferences & O365 integration
  • Complete support for desktop phones and conference room devices

Benefits

  • Disaster recovery for voice including call routing
  • Staff can work from anywhere
  • Mobile device support for working on the road
  • No annual contracts required
  • Replace WebEx, Dialin conferences, phones, with one VIA service
  • Integrates with VIA Contact Centre for call queuing
  • Conference room support for complete interactive experience
  • Enable teams to work together from different locations
  • Integrates with existing Microsoft tools
  • Scale up or down easily each month

Pricing

£2.25 to £24.99 per licence per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

2 1 4 0 0 4 4 9 9 1 2 4 9 2 8

Contact

VIA

Ross Buggins

+44 333 344 2464

digitalmarketplace@via.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
The Skype for Business Full client is required for a complete experience. This can be provided by VIA, or as part of Office 365 E3 (and above) licences.
System requirements
Skype for Business desktop Client (PC client provided by VIA)

User support

Email or online ticketing support
Email or online ticketing
Support response times
First response 2 hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We provide on site support, configuration and network diagnostics at our standard daily rate. Minimum of half day.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We can provide and recommend: onsite training, remote training and a detailed user guide. We also have extensive KB articles.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Via provide VIA Data Query which allows data to be extracted.
End-of-contract process
Contract extension options in line with G-Cloud stated agreement are available.  As VIA provide mission critical services, unless notified, all VIA G-Cloud services will roll onto a monthly rolling contract at the end of the original contract term.  Customers wishing to terminate the VIA G-Cloud service will be required to provide at least 30 days’ notice to terminate their services subject to the original agreed terms.  If customers wish to port out their existing telephone numbers they should notify VIA and will be subject to the standard porting out fee of £15 per DDI.

Using the service

Web browser interface
No
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Microsoft provide the iOS, android, mac and PC clients. The PC is always the most complete, however Microsoft are continually updating all versions. There are some third party linux versions of software which are available and are in use by customers, but not supported by VIA.
Service interface
No
API
Yes
What users can and can't do using the API
VIA Data Query. Recommend to be be used for exporting data to a Data warehousing solution.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Buyers have full access to customise all call routing, queues and ring groups through the VIA Portal web based interface.

Scaling

Independence of resources
We have multiple Skype for Business pool. We fully monitor the usage on the VIA platform. We also place certain caps on the platform (for example by default 250 users per meeting). These can be exceed by request, and these are placed on separate High Usage pools.

Analytics

Service usage metrics
Yes
Metrics types
Full PSTN and Call Billing through the portal. Detailed analytics though VIA Data Query, a SQL based reporting tool for accessing the core call details.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Call history is avaliable through VIA Data Query to access core records. Call recordings can be exported through the VIA REPLAY web portal. User records can be viewed and exported at the VIA PORTAL.
Data export formats
Other
Other data export formats
SQL
Data import formats
Other
Other data import formats
Microsoft AD Export / Import Service

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Bonded fibre optic connections
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Monthly Uptime Percentage Month Service Credit
< 99.9% = 25%
< 99% = 50%
< 95% = 100%
Approach to resilience
Available on request.

Including: multiple data centres, multiple IP carriers, multiple SIP carriers, mutiple rack clusters. HA switching and routing.

To customer, resilient HA routers and dedicated VIA Connect services.
Outage reporting
A public dashboard
Email alerts
SMS alerts
Webhooks API
Slack Integration
Twitter

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
VIA Support is restricted to only accessible by by VIA support staff. Customer end users have access to their support tickets by using their VIA credentials - or SSO credentials (including MFA where configured).

VIA infrastructure access is restricted to infrastructure team staff in a least requirement model. Staff are given access to the systems they require for the work they are completing.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Between 6 months and 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS
ISO/IEC 27001 accreditation date
15/01/2016
What the ISO/IEC 27001 doesn’t cover
None.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Secure

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
VIA's security reporting structure follows ISO 27001. It includes notification of the Data Control Officer before any planned work that may impact security systems, and also if any breaches occur. There is a clear procedure in place if there is a breach, with domain admins being notified automatically, and all users having the option to sign up for notifications.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All work requires a Schedule of Work (SOW) to be completed by the DevOps manager. Each department is responsible for supplying the needed detail through checklist systems. The DevOps manager reviews these and creates the SOW. For changes that may impact customers, the SOW is supplied to customers through email notifications and updates.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Most systems are Microsoft based systems. Microsoft release regular security patches. These are tested on a staging platform for compatibility and then released to the production system pools. VIA also have regular penetration testing of all public facing systems.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All office based staff traffic passes through IDS/IPS for detecting rouge data. Document storage is protected with Information Rights Management (IRM) based credential systems for restricting access. All production edge firewalls are fully monitored for multiple attack vectors. All server hardware is monitored for fluctuations in traffic and resource use.
Incident management type
Supplier-defined controls
Incident management approach
Incidents are reported by users through the VIA Support Portal, or through the support phone line. All major incidents have an RCA completed. These are reviewed monthly to look for common patterns or causes. Customers can request access to RCA reports.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2.25 to £24.99 per licence per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
30 day trial on request for limited number of users.

Service documents

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