Node4

Webex Calling

Webex Calling delivers a robust, cloud-based telephony solution integrated within the Cisco Webex platform, offering advanced voice and call management features for businesses of all sizes. It enables seamless communication and collaboration with global reach, ensuring secure, reliable voice services from anywhere, on any device.

Features

• Cloud-based telephony with global reach for seamless communication anywhere
• Advanced call management features like hold, transfer, and forward
• Direct inward dialling (DID) for personal, dedicated phone numbers
• Voicemail to email transcription for efficient message retrieval and response
• Integrated with Teams for unified messaging, meeting, and calling
• Call queues and auto-attendant for professional call distribution and handling
• Easy-to-use Webex Control Hub for administration and analytics
• Secure voice communications with end-to-end encryption standards
• Scalable to business needs, from small teams to large enterprises
• Support for a range of devices, including IP phones/softphones

Benefits

• Enhances team collaboration with integrated voice, video, and messaging capabilities
• Reduces IT complexity with a single, cloud-based solution for communication
• Offers flexibility/mobility, supporting work from anywhere on any device
• Provides a scalable solution that grows with business needs
• Ensures business continuity with reliable, high-quality voice services and uptime
• Simplifies administration and user management through Webex Control Hub
• Enhances customer experience with professional call handling features
• Supports compliance/security requirements with robust encryption and data protection
• Reduces operational costs by eliminating traditional PBX systems
• Leverages Cisco's global infrastructure for unmatched reliability and performance

£6.60 to £3,212.97 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@node4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

326621773271006

Contact

David Cheetham
0345 123 2222
bidmanagement@node4.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Cisco Webex Contact Centre (WxCC)
• Cloud deployment model: Public cloud
• Service constraints: Cisco Webex Calling (WxCC) offers robust features but has some constraints. It doesn’t have Call Admission Control (CAC) capabilities. The number of people you can add to a call depends on your calling service. Some features may require specific device models. Also, the service is provided through an existing enterprise infrastructure or Partner or Cisco provided PSTN options.
• System requirements:
  • Intel Dual-Core CPU 2.XX GHz or AMD processor
  • 4 GB of RAM minimum recommended
  • Windows Server 2016, Windows 10 and later
  • MacOS 10.15 and later on a supported Mac
  • Display Protocols: x11 and Wayland
  • Desktop environment/Window Manager: GNOME/Mutter and KDE/KWin
  • Network connectivity for Webex App performance
  • Correct system time for joining meetings or calls
  • Up-to-date drivers for graphics products
  • Installation of Media Feature Pack for Windows 10

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Node4 shall prioritise all Service Tickets based on its reasonable assessment of the Priority level (P1 to P4); and respond to all Service Tickets in accordance with the initial response times specified below: ; Response Acknowledgement: P1=30 Mins, P2=1 Hour, P3=2 Hours, P4=4 Hours; Commencement: P1=1 Hour, P2=2 Hours, P3=4 Hours, P4=N/A; Frequency of Updates: P1=1 Hour, P2=2 Hours, P3 and P4 =12 Hours if Resolve / Target to Fix exceeded; Resolve / Target ; to Fix: P1=4, P2=8, P3=12, P4=36
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Standard testing with accessibility software
• Onsite support: Yes, at extra cost
• Support levels: Support level options are as follows: -; Business Hours; Standard business hours support 9am to 5:30pm weekdays, excluding bank and national holidays; 24 x 7; Priority 1 and 2 – Support hours 24/7 ; Priority 3, 4 and Service Request – Support hours between 9am and 5.30pm weekdays, excluding bank and national holidays.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To start using Cisco Webex Calling, users first need to set up their tenant profile, which consists of sites, teams, entry points, and queues. A site is a physical contact center location, and teams are groups of agents within these sites. Entry points are for incoming contacts associated with queues. Users can then leverage Cisco’s Webex Contact Center solution, which combines contact center and IP technologies in a global call management service. This solution allows calls, chats, and emails to be distributed to contact center sites where agents are available. When agents are occupied, contacts are queued centrally so they can be serviced by the next available agent irrespective of the agent’s physical location.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: When a contract with Cisco Webex Calling ends, users can extract their data in a couple of ways. They can export Call Detail Records (CDR) as CSV files from the Webex Control Panel. These records, which contain information like date, duration, participants, etc., are retained for 400 days. Additionally, users can retrieve detailed call history data through the Webex API 5 minutes after a call has ended, and this data is available for up to 48 hours afterwards. For longer record retention and trend analysis over time, a third-party solution may be used. It’s recommended that users start this process well before the contract end date to ensure all necessary data is retrieved.
• End-of-contract process: End of contract scenarios are agreed in advance and either tailored to client requirements or we can provide a standard, predefined solution, based on ITIL v4 processes and guidelines.; Additional costs are determined on a case by case basis, dependent on size and complexities of activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Cisco Webex Calling offers a consistent experience across mobile and desktop. Both platforms allow users to make and receive calls, send messages, and conduct meetings. However, there are some differences. For instance, with Webex Go, calls on mobile devices utilise the mobile voice network, not data. Also, when connected to a desk phone from the Webex App, the app acts like a remote control for the phone.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Cisco Webex Calling provides a user-friendly interface through the Webex App. It allows users to manage and configure calling features and settings, such as voicemails, call forwarding, and single number reach. The Control Hub is a web-based management portal that integrates with Webex Calling to streamline orders, configuration, and management. Users can also cross-launch into the Calling User Portal for Calling settings. This comprehensive interface enhances the user experience and simplifies the management of Webex Calling
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Standard testing with accessibility software.
• API: Yes
• What users can and can't do using the API: Cisco Webex Calling API allows users to automate and extend functionality for administrator provisioning, end-user call controls, and generating reports. Users can automate bulk provisioning tasks, manage users and locations, and configure custom organisational settings. They can also manage individual user settings, including calling behaviours, privacy, permissions, and more. However, the API requires correct admin-level scopes. For end-user actions, there are APIs for real-time telephony controls and voice messaging. However, the test site does not provide access to a site admin account, limiting APIs that require admin level access. Also, all sessions are limited to four users with a maximum of 20 minutes per session.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Cisco Webex Calling (WxCC) offers a range of customisation options. Users can manage and configure their calling features and settings, such as voicemails, call forwarding, and single number reach, through the User Portal or User Hub. Administrators, on the other hand, can provision and configure settings, features, devices, and users in the Control Hub. WxCC supports a variety of Cisco devices, including IP Phones and analogue ATAs, allowing for further customisation. Additionally, users can change the Destination in the Self Care Portal. Thus, both users and administrators have the ability to customise their WxCC experience to best suit their needs.

Scaling

• Independence of resources: Cisco Webex Calling ensures users aren’t affected by others’ demand through its enterprise-grade cloud services delivered by trusted regional service providers. It uses built-in media optimisation to reduce bandwidth usage and latency. Optional private and dedicated peering connections enhance quality and security for calling and meetings traffic. Furthermore, geo-redundant data centers around the globe ensure excellent media quality. These measures help maintain a consistent, high-quality experience for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: Cisco Webex Calling provides service usage metrics through the Control Hub1. It offers interactive data visualisations showing important information such as usage and adoption trends. Administrators can access various charts, including in-call usage and headsets by model. The data automatically adapts to parameters specified in real-time. Please note that these analytics data are for general use and shouldn’t be used for billing purposes.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Cisco

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data from Cisco Webex Calling in two ways. They can export Call Detail Records (CDR) as CSV files from the Webex Control Panel. These records contain information like date, duration, participants, etc1. Users can retrieve detailed call history data through the Webex Calling Call History API. This API is a RESTful API that returns data in JSON format and can be used to request data for a specific time period and filter the results by locations. It’s recommended that users start this process well before the contract end date to ensure all necessary data is retrieved.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Cisco Webex Calling provides a high level of availability, backed by Cisco’s Service Level Agreements (SLAs)1. The service is delivered by trusted regional service providers and is supported by geo-redundant data centers around the globe, ensuring excellent media quality. Webex Calling provides 99.99% committed availability with global support. However, the specific details of the SLAs, including the guaranteed levels of availability and the refund policy if these levels are not met, are not publicly available.
• Approach to resilience: Cisco Webex Calling is designed for resilience. It leverages enterprise-grade cloud services delivered by trusted regional service providers. The service is provided through an existing enterprise infrastructure or Partner or Cisco provided PSTN options. It also uses a centralised control point for managing and monitoring calls and contacts across a heterogeneous contact center environment. This allows for the distribution of calls, chats, and emails to contact center sites where agents are available. If agents are occupied, contacts are queued centrally so they can be serviced by the next available agent, irrespective of their physical location. This creates the appearance of a single, unified contact center environment. As for datacentre resilience, while specific details are not publicly available, Cisco is known for its robust infrastructure and stringent security measures.
• Outage reporting: Cisco Webex Calling reports outages through various methods:; ; Public Dashboard: Cisco provides a Global Service Status dashboard that displays the operational status of Webex services in real-time, including Webex Calling.; ; API: While specific details about an outage reporting API are not publicly available, users can retrieve detailed call history data through the Webex Calling Call History API.; ; Email Alerts: Users can subscribe to individual incidents for updates via email. They can also receive notifications in a Webex Teams Space.; ; Additionally, users can send a report directly from the Help menu in the Webex App to Cisco’s technical team when they encounter an issue. This helps Cisco find and fix issues to improve the overall experience.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Cisco Webex Calling restricts access in management interfaces and support channels through role-based access controls. Administrators can configure calling permissions in the Control Hub, changing outgoing or incoming calling permissions for a Webex Calling user or workspace. Users can manage and configure their calling features and settings using the Calling User Portal or User Hub. Additionally, Cisco employs the Zero Trust mode, enabling IT to set and enforce risk-based, adaptive access policies.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQUAR
• ISO/IEC 27001 accreditation date: 29/03/2022
• What the ISO/IEC 27001 doesn’t cover: All aspects are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: ClaraNet Ltd
• PCI DSS accreditation date: 12/08/2023
• What the PCI DSS doesn’t cover: PCI controls 2d, 2e, 3, 4, 5, 6, 7, 8, 10, 11
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Node4 operates an Information Security Management System (ISMS) which conforms to ISO27001. The purpose of the ISMS is to assess and manage risk and to protect the organisation’s information assets from all threats, whether internal or external, deliberate or accidental. The CEO has approved the information security policy. The Information Security Objectives of Node4 are to: -; Protect information against unauthorised access; Assure the confidentiality of information; Maintain the integrity of the information; Ensure the availability of information as required by the business processes ; Meet all regulatory and legislative requirements; Implement, maintain and test DR / BC plans in line with the security policy; Train all staff on information security; Continually review and improve the ISMS; ; Additional policies and procedures exist to support the Information Security Policy. These include, but are not limited to, physical and logical access controls, network security, malware controls, vulnerability management and business continuity.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All changes are assessed for their potential security impact through the Change Advisory Board. A Low-Risk change is one which has a possibility of causing up to a Priority 3 or 4 Incident. A High-Risk change is one which has a possibility of causing a Priority 1 or 2 Incident or a large amount of Priority 3 and 4 Incidents for multiple customers.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Vulnerability testing is performed monthly using internal and external tool sets. Vulnerabilities are assessed and remediation actions performed depending on risk. Information about potential threats is provided by the vulnerability scanning tools.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Protective monitoring is performed by the SIEM tool and monitored by the Security Operations Centre. The SIEM provides realtime alerts of any potential compromises and a process of detect, analyse and response is followed with 1 hour.
• Incident management type: Undisclosed
• Incident management approach: The following approach in used for incident management to ensure the objectives are achieved ; ; Incident Resolution is achieved in the most effective manner ; ; All Incidents are identified promptly and correctly; ; All Incidents are evaluated, categorised, and prioritised correctly; ; Communication is maintained with all Stakeholders throughout the lifecycle of all Incidents; ; All Incidents are constantly monitored throughout their lifecycle; Incidents are handled as outlined in the Incident Management Schedule Document here: - ; https://node4.co.uk/app/uploads/2022/07/Schedule-Incident-Management-07.04.2021-release.pdf

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  In our commitment to fighting climate change, we take a holistic approach that encompasses reducing carbon emissions, enhancing energy efficiency, and promoting sustainable practices in the delivery of our cloud hosting and software services. Our strategies include:; Energy Efficiency: We optimise our datacentres and cloud infrastructure to be as energy-efficient as possible, employing the latest in green technology and design principles. This reduces our overall energy consumption and minimises our carbon footprint.; Renewable Energy: Where feasible, we power our operations with renewable energy sources, such as solar and wind, to reduce reliance on fossil fuels. This commitment extends to encouraging our suppliers and partners to also adopt renewable energy.; Carbon Offsetting: We invest in carbon offset projects, including reforestation and renewable energy projects, to compensate for our unavoidable emissions. These efforts contribute to global carbon reduction initiatives.; Sustainable Practices: We advocate for and implement sustainable practices within our organisation, including reducing waste, promoting recycling, and encouraging the digitalisation of processes to minimise paper use.; Client Engagement: We work with our clients to understand and minimise the environmental impact of their cloud and software service choices. This includes offering guidance on how to use cloud resources more efficiently and sustainably.; Innovation: We continuously explore innovative ways to reduce the environmental impact of our services, including the development of more energy-efficient software and the utilisation of AI to optimise resource usage.; Our aim is to lead by example in the fight against climate change, demonstrating that it is possible to deliver high-quality cloud services while also making a positive impact on the environment. Through these actions, we not only contribute to the sustainability of our planet but also offer our clients the opportunity to engage with a provider that aligns with their values on environmental responsibility.

  Covid-19 recovery

  In our efforts to support COVID-19 recovery, we're committed to leveraging our cloud hosting and software services to aid businesses, communities, and public sector organisations in navigating the challenges posed by the pandemic and its aftermath. Our strategies include:; Remote Work Solutions: We provide robust cloud solutions that enable seamless remote work, ensuring that organisations can continue their operations without interruption. This includes secure access to critical applications, collaboration tools, and data storage solutions, facilitating productivity and connectivity among dispersed teams.; Digital Transformation Acceleration: Recognising the increased need for digital services, we assist organisations in accelerating their digital transformation journeys. This involves migrating traditional services to the cloud, enabling them to offer their own customers more flexible and resilient services.; Educational Support: To address the surge in demand for online learning, we offer cloud-based learning platforms and tools that educational institutions can leverage to deliver high-quality education remotely. This includes solutions for virtual classrooms, online assessments, and resource sharing.; Healthcare Support: We support healthcare providers by offering cloud solutions that enhance their ability to deliver telehealth services, manage patient data securely, and scale their resources in response to fluctuating demands.; Economic Resilience: We're committed to supporting economic resilience by offering flexible pricing models and financial assistance programs for businesses affected by the pandemic, helping them to maintain their cloud services without financial strain.; Community Engagement: We engage with communities and non-profit organisations, providing technology resources and expertise to support recovery efforts, including initiatives aimed at bridging the digital divide and supporting vulnerable populations.; Our goal is to be a proactive partner in COVID-19 recovery, providing technology solutions that not only help organisations adapt to the new normal but also contribute to building a more resilient and inclusive future.

  Tackling economic inequality

  In addressing economic inequality, we are committed to leveraging our cloud hosting and software services as tools for empowerment and opportunity creation. Our approach is centered on making technology accessible and beneficial for all segments of society, particularly those who are most vulnerable or have been traditionally underserved. Here’s how we contribute:; Accessibility and Affordability: We strive to ensure our services are accessible and affordable, offering scalable solutions that cater to the needs of small and medium-sized enterprises (SMEs), non-profits, and educational institutions. This includes flexible pricing models for qualifying organisations, enabling them to leverage technology to drive their missions forward.; Skills Development and Training: Recognising the importance of digital literacy in the modern economy, we offer training programs and resources aimed at developing the digital skills of individuals from disadvantaged backgrounds. By partnering with educational institutions and community organisations, we aim to close the skills gap and open up new opportunities for employment and entrepreneurship in the tech industry.; Supporting Social Enterprises: We actively support social enterprises and organisations working to tackle economic inequality through preferential access to our cloud and software services. This support extends to collaboration on projects that leverage technology to address social issues, such as unemployment, education, and access to healthcare.; Innovation for Inclusion: We invest in developing innovative solutions that address barriers to economic participation. This includes technologies that enhance financial inclusion, support remote work and education, and enable access to essential services for underserved populations.; Economic Opportunity Creation: Through our ecosystem of partners, customers, and suppliers, we seek to create economic opportunities by prioritising diversity and inclusion in our procurement processes and by fostering an environment where small and diverse businesses can thrive.

  Equal opportunity

  Our dedication to promoting equal opportunity is woven into the fabric of our operations, services, and community engagements. We believe that technology has the power to level the playing field, providing access to information, resources, and opportunities that can transform lives regardless of background, location, or circumstance. Here’s our approach:; Diverse and Inclusive Hiring Practices: We are committed to fostering a diverse and inclusive workforce by implementing fair hiring practices that actively seek out and welcome candidates from a variety of backgrounds, including underrepresented groups. This diversity enriches our team with a wide range of perspectives and ideas, driving innovation and understanding of the diverse needs of our clients.; Workplace Equality: We ensure that all employees have equal access to opportunities for growth, development, and advancement. This includes creating a supportive work environment that respects and values each individual's contributions, and implementing policies that promote work-life balance, fair compensation, and professional development.; Technology Accessibility: Our cloud hosting and software services are designed with accessibility in mind, ensuring that individuals with disabilities have equal access to our technologies. This includes adherence to accessibility standards and guidelines, and providing tools and features that enhance usability for all users.; Community Programmes and Partnerships: We engage in community programmes and partnerships aimed at promoting equal opportunity in the technology sector and beyond. This includes supporting educational initiatives that provide technology access and digital literacy training to underserved communities, and collaborating with organisations that work towards social inclusion.; Supplier Diversity: We are committed to supplier diversity by ensuring that small and minority-owned businesses are given fair opportunities to participate in our procurement processes. This not only supports economic inclusion but also enriches our supply chain with a diversity of ideas and products.

  Wellbeing

  In addressing wellbeing, we recognise the critical importance of mental and physical health, particularly in today’s fast-paced and often stressful work environments. Our approach to wellbeing is holistic, focusing on creating a supportive and healthy work culture for our employees, and extending this ethos to our clients and the communities we serve. Here’s how we contribute:; Employee Wellbeing Programmes: We implement comprehensive wellbeing programmes that support the mental, physical, and emotional health of our employees. These include access to mental health resources, such as counselling services and stress management workshops, as well as initiatives promoting physical health, like fitness classes and ergonomic workplace assessments. We believe that a healthy team is more engaged, productive, and innovative.; Flexible Working Arrangements: Recognising the diverse needs of our workforce, we offer flexible working arrangements to help employees balance their professional and personal lives. This flexibility includes options for remote work, flexible hours, and the provision for necessary breaks to recharge, contributing to a more sustainable work-life balance.; Healthy Work Environment: We strive to create a work environment that promotes wellbeing, including safe and comfortable physical spaces, a positive and inclusive culture, and opportunities for social connection and community building among employees.; Client and Community Support: Beyond our internal initiatives, we extend our commitment to wellbeing through the services and support we provide to clients and the wider community. This includes offering products and services that encourage healthy work practices and partnering with organisations focused on mental health and wellbeing.; Continuous Learning and Development: We believe in the wellbeing benefits of lifelong learning and professional development. Our programmes are designed to support continuous growth and development, reducing the risk of burnout and increasing job satisfaction by providing meaningful opportunities for advancement and skill enhancement.

Pricing

• Price: £6.60 to £3,212.97 a unit a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@node4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.