VIA

Microsoft Teams Telephony and Contact Centre solutions

VIA UC for Microsoft Teams is a cloud-based telephony and contact centre solution with PSTN calling for Microsoft Teams. 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 Teams offering from Microsoft.

Features

  • PSTN Calling, UK landline, mobile and international bundles
  • Private cloud hosted service
  • Call recording (roadmap ETA Q1 2020)
  • Full integration with VIA Contact Centre
  • Reporting with VIA Data Query and Power-Bi dashboards
  • VIA’s Portal for management of users and call routing
  • Complete support for desktop phones and conference room devices
  • Number porting and new numbers available, both UK and international
  • CRM integration with Dynamics and Salesforce

Benefits

  • Disaster recovery for voice including call routing
  • Staff work from anywhere
  • Mobile device support for working on the road
  • Replace WebEx, dial-in conferences, phones, with one VIA service
  • Integrates with VIA Contact Centre for agent and call queuing
  • Conference room support for complete interactive experience
  • Enable teams to work together from different locations
  • Integrates with Microsoft Teams
  • Scale up or down easily each month
  • Unique online managment portal for visual configuration of call routing

Pricing

£8.99 to £14.99 per licence per month

  • Free trial available

Service documents

G-Cloud 11

243234480483585

VIA

Ross Buggins

+44 333 344 2464

digitalmarketplace@via.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints All users require the Phone System add-on for Microsoft Teams. NOTE: This is only available with certain levels of Microsoft Office 365. Phone system licenses are provided by Microsoft and not VIA. For Dial-in conferencing, users will also require the Conferencing license available from Microsoft.
System requirements
  • Microsoft Teams Desktop or Smart Phone Client
  • A certified Teams audio device or IP Phone
  • A good internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim for a 2 hour first repsonse time.
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

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

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.
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

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

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

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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 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-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

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

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

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

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

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

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

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £8.99 to £14.99 per licence per month
Discount for educational organisations No
Free trial available Yes
Description of free trial 30 day trial on request for limited number of users.

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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