Cinos

Webex Calling

Seamless cloud communications with Webex Calling. Improve your organisation's connectivity with a cloud-based calling solution, enabling secure and reliable voice communication across devices. Benefit from advanced features like HD audio, voicemail-to-email, and seamless integration with other collaboration tools. Transform your business communications with Webex Calling.

Features

• Cloud-based calling solution for seamless communication.
• Integration with existing collaboration tools and platforms
• HD audio quality for crystal-clear voice calls.
• Voicemail-to-email transcription for enhanced message management.
• Scalable architecture to support growing organisational needs.
• Unified messaging across devices for flexibility and accessibility.
• Includes Cinos SIP PSTN service
• Call Recording and storage
• Centralised administration and management through an intuitive dashboard.

Benefits

• Enhanced communication and collaboration
• Improved productivity with reliable and feature-rich calling capabilities.
• Reduced infrastructure costs by leveraging a cloud-based solution.
• Secure and compliant communication to protect sensitive information.
• Flexibility to scale services according to changing organisational needs.
• Simplified management and administration through centralised controls.
• Access to ongoing support and maintenance from certified experts.
• Seamless integration with existing workflows and applications.
• Enhanced mobility with access to calling features from any device.
• Reduce calling costs with Cinos SIP inclusive minute bundles

£61 to £685 a licence a year

• Education pricing available
• Free trial available

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 bids@cinos.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

420795129046379

Contact

Jody Faulkner
07869370406
bids@cinos.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: "The use of third-party devices on Webex Calling requires approval from Cisco to enable them for provisioning in Control Hub.; ; If using either Yealink or Poly devices on your Webex Calling service, the following device capabilities apply:; - Provisioning and Deployment​; -Manual Deployment (No Activations Code or EDOS support)​; - Individual Device Provisioning through Control Hub (No Bulk)​; - Locked Device Configuration (No 3rd Party Device Management)​; - No Device Settings via Control Hub (No configuration overrides)​"
• System requirements:
  • Relevant Available API's available in system to integrate with
  • Sufficient bandwidth availability for Cloud Services
  • Firewall Considerations for cloud traffic

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our response times are based upon priority of the incident:; ; P1 - Severe Business Impact - 15 minutes; P2 - High Business Impact - 30 minutes; P3 - Medium Business Impact - 4 hours; P4 - Minor / no Business Impact - 24 hours; P5 - Service Request / Service Query - 1 business day
• 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: The target availability SLA for Webex Calling is 99.99%.; ; Cinos provides support and managed services on a customised SLA basis (to suit the requirements of the customer) up to 24x7x365 basis.; ; We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need.; ; While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:; ; • Initiate and Assess; ; • Plan and Design; ; • Procure; ; • Implement; ; • Prepare; ; • Handover and Transition; ; • Benefits Realisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is a consistent user experience across mobile and desktop clients. However there may be some features limited by the phone client, such as automatic answer, manager/assistant, call pickup, multiple line suppor, remote desktop control, and screen sharing. Some features available on mobile but not desktop are making work calls using callback and mobile widgets
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Webex Calling has a web-based service interface accessible from any location and secured by login.
• Accessibility standards: None or don’t know
• Description of accessibility: Webex calling supports keyboard navigation and shortcuts, screen reader support (JAWS screen reader version 18 or later), dark mode, high contrast, adjustable font size, customisable notifications (sounds for direct messages, group spaces, and your favourite spaces). Meetings support close captions, and can have interpreters assigned, as well as full transcription.
• Accessibility testing: Cisco employs common accessibility features in its endpoints, documents, and services, and has tested and achieved compatibility with third-party assistive devices. Cisco’s networks are compatible with common analog devices from the network core to the individual user. ; ; Cisco adopts the WCAG 2.0 Level A & AA requirements as best practices for development, testing and overall conformance for the accessibility of Cisco web-based (software, SaaS and cloud based) products. Cisco is now working towards WCAG 2.1 Level A and AA requirements and began rolling out product testing aligned to this standard starting December 2020. The test results feed into Cisco’s development work across business units to improve WCAG Level A and AA conformance. This is an ongoing cycle and will continue as the standard evolves.
• API: Yes
• What users can and can't do using the API: Webex Calling includes open APIs to allow customers to customise their service to meet precise requirements and embed communications within natural business processes. These APIs fall broadly into 2 categories, Administrative and User APIs. For Administrative API actions this includes Provisioning (people, locations, settings), and Reporting (report templates, CDR reporting). Calling APIs for end user actions include Call Controls (used to perform calling actions and provide information about active calls in 3rd party applications), Voice Messaging APIs, Calling events (webhooks)
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: You can change the way Webex looks for users by adding your logo, colour palette, and linking the app to your "fine print", help, and feedback resources. You have an option to override some of this branding. Two branding settings are available: Basic customisation and Advanced customisation. You can choose the branding type that applies to your company.

Scaling

• Independence of resources: As a cloud service, Webex Calling is designed to scale with your business. Customers are able to start small and scale simply by purchasing more licenses as they grow the service. Providing scalability and efficiency, Webex Calling enables cloud calling for organisations of any size with trusted reliability. ; Cisco's secure architecture between Webex Calling and customer session border controllers (SBCs), brings the added benefit of higher scalability.

Analytics

• Service usage metrics: Yes
• Metrics types: Webex Calling includes built-in reporting and analytics within Control Hub to provide metrics on your calling platform.; This includes reporting on call behaviour, as well as utilisation statistics.; Reports can be generated ad hoc, scheduled or invoked via API.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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 Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • 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: Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV. API integration and customisation provides another way in which to export data.
• 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: With trusted quality and reliability provided by geo-redundant data centers around the globe, Webex Calling provides 99.99% committed availability with global support. With this first-class, global network you can incorporate Webex Calling into your business processes with confidence, knowing it meets even the most rigorous security and high-performance requirements.
• Approach to resilience: Available on request
• Outage reporting: Webex Calling is a cloud service offering a web-based dashboard and customers are able to configure email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: SAML SSO
• Access restrictions in management interfaces and support channels: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Role based access ensures that access is kept to features/information that a user is permitted. SAML SSO further allows customers to enforce this.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

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 1 month and 6 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 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bmtrada
• ISO/IEC 27001 accreditation date: 11/03/2026
• What the ISO/IEC 27001 doesn’t cover: No exclusions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Cisco has continuous monitoring, validation, and alerting mechanisms in place for Webex Calling. Continuous Monitoring & Alerting - Internal and External Probes for Services and Infrastructure components, which on failure trigger alerts. Metrics captured from services and infrastructure components and processed through a rule engine which detects matching rules and trigger alerts. Continuous Validation & Alerting - Periodic Tests are run and any failures results in triggering alerts. These alerts create proactive incidents and are handled as a real incident that impacts customer. This pre-empts impacts to customer and contributes towards system availability and reliability.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  Cinos is committed to fighting climate change and delivering environmental benefits in the performance of our contracts, including working towards net zero greenhouse gas emissions. Our ISO14001-accredited Environmental Management System ensures that business activities are managed to increase sustainability, and work towards net zero greenhouse gas emissions by 2047, as demonstrated in our Carbon Reduction Plan, in alignment with PPN 06/21 (https://www.cinos.net/our-company/carbon-reduction-plan/). ; As part of all our contracts, we take the following environmental measures: ; • Promote Circular Economy: We will implement a comprehensive equipment lifecycle management strategy, focusing on extending the lifespan of hardware. Instead of disposing of equipment, we will explore opportunities for reuse. Equipment that cannot be reused will be dismantled at component level to meet out 0% to landfill commitment, recycling component materials in-line with the EU's Waste and Electronic Equipment (WEEE) Directive 2012/19/EU. ; • Drive Packaging Innovation: Promote recycling and explore sustainable packaging to reduce waste and minimise environmental impact.; • Substances and Process Elimination: We will actively remove the use of substances and processes that adversely affect the environment. ; • Supplier Commitment: We will only obtain services, equipment, and power from providers, manufacturers, and vendors who are committed to environmental protection. ; • Sourcing and Recruiting Locally: We will prioritise local recruitment and sourcing of suppliers to minimise business travel requirements. ; • Delivering Environmental Training: We will provide environmental training to our staff and supply chain. ; • Utilising Collaboration Technologies: We will leverage collaboration technologies to reduce the need for physical travel. ; • Using Electric and Hybrid Vehicles: We are phasing out the use of diesel-powered vehicles promoting cleaner transportation and reducing air pollution. ; • Energy Efficiency – We are delivering an ongoing programme of upgrades and renewal to HVAC, insulation, and other systems to reduce energy consumption, carbon emissions.

  Covid-19 recovery

  Cinos confirm that on request we are able to provide Social Value deliverables that support Covid-19 recovery on a contract by contract basis as requested by potential Buyers.

  Tackling economic inequality

  Cinos confirm that on request we are able to provide Social Value deliverables that support Tackling economic inequality on a contract by contract basis as requested by potential Buyers.

  Equal opportunity

  In the delivery of this Service, Cinos will deliver Equal Opportunity in line with the Social Value Model as follows;; As a Disability Confident employer, Cinos provide equality of opportunity for anyone with visible and/or non-visible disabilities. We ensure that our supply-chain share our values and disabled employees are fully-supported. Processes ensure we understand the issues affecting representation of disabled people in the workforce. We provide all speciality equipment for employees to fulfil their duties from any location so there are no barriers to any employee performing their role.; Cinos provide employment opportunities for all, regardless of gender, age, ethnic-origin, religion, sexual orientation, or disability. We promote the principles of equality and diversity in all dealings and hold Investors-in-People (Gold) and Living-Wage accreditations. We offer a range of accessible opportunities within our recruitment process with working-conditions promoting an inclusive working environment, including flexible and remote working. We’re committed to providing a working environment free from discrimination.; We support all employees in upskilling and progressing in their career with training budget allocated to every individual, alongside quarterly appraisals. Everyone has equal access career-development opportunities aligned to experience and ability. We take appropriate positive-action measures to provide specialised training and support for groups that are under-represented in taking-up training and career-development opportunities. Our apprenticeship program provides employment and training for candidates from local colleges and universities resulting in a job offer.; Cinos are committed to the avoidance of Modern-Slavery within our organisation and supply chains. We only work with suppliers who have embedded sustainable and ethical practices within their organisation; reporting in line with the UN Guiding Principles Framework and the Modern-Slavery Act and ensuring that our commitment to delivering social benefits and upholding human rights is disseminated through our Impact Report, Modern-Slavery Act statement and Sustainable Procurement Policy.

  Wellbeing

  Cinos confirm that on request we are able to provide Social Value deliverables that support Wellbeing on a contract by contract basis as requested by potential Buyers.

Pricing

• Price: £61 to £685 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A full free 90-day trial is available. Whilst Cinos SIP PSTN is included, costs may be incurred for PSTN calling (subject to fair usage policy).; Trial will be soft-client only, however endpoints may be available on a loan basis if required.

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 bids@cinos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.