Unify Business Solutions Limited

Unify Call Control System (UC3S) PIN Phone for Prison Estates and Secure Facilities copy

The Unify Call Control System (UC3S) is a secure platform which enables prisons and secure facilities to manage phone calls internally and externally. The UC3S allows staff to control, monitor and record phone calls and includes integrated reporting. Call rates are adjustable enabling differing tariffs to be set for detainees.

Features

• Fully customised and scalable to meet clients’ needs.
• Modular design for easy expansion and live hardware replacement.
• Multiple PBX controllers for redundancy and load balancing.
• Personal Identification Number for prisoner/detainee allows individual call restrictions.
• Cashless system using talk time or currency units for billing.
• Real-time monitoring for phone calls.
• Recorded calls played back on demand.
• Pre-authorised numbers integrated with allowed global numbers list.
• Flexible and customised call reporting system.

Benefits

• UC3S can be self-funded or generate income for the client.
• Encourages family contact which can support rehabilitation.
• Easy to contact support groups and get legal advice.
• Allows call privacy whilst remaining secure.
• Administrative flexibility and time saving through user-friendly interface.
• When prison based the UC3S can help support intelligence teams.
• Cashless system saves time on administration.
• Disallowed numbers can shared on the global numbers list.
• Integrates with client CMS and other systems where required.
• Integrates fully with in-cell, wing and other phones.

£0.98 a user a day

• Free trial available

Service documents

• Pricing document

  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 kbean@unifybusiness.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

675069691389001

Contact

Keith Bean
01246811882
kbean@unifybusiness.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Not applicable
• System requirements:
  • Sound cards required
  • IP/SIP handsets required
  • Data network required to facilitate software in the cloud

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 4 working hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Fully inclusive maintenance charged on a monthly/quarterly or annual basis. Online and telephone support is offered 24/7, 365 days a year with a 4 hour response time.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Onsite training will be provided along with user documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All data remains accessible via the API at the end of the contract. Furthermore, direct database access can be provided on request.
• End-of-contract process: Included in the pricing would be the decommissioning of hardware products, excluding cabling. Software services would end with the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Service interface is to administrate users of the PIN phone system and also to listen to recording of calls etc. The interface is a major part of the solution and will be required.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Testing is conducted on a regular basis along with new tests once a change is made to the existing firmware.
• API: Yes
• What users can and can't do using the API: Every data point in the system e.g. user data, phone numbers etc, is administrable through the API. The call flow (IVR) can be administered via the API.; In addition data retrieval (call recordings, call records, user account specifics) is done via the API. All API operations are user access controlled allowing enablement or restriction of features as desired. Overall this means the entirety of a system endpoint (administrative, in-cell) could be replaced by a user-built alternative if required. ; There are no limitations to the API, all system functions are abstracted through the API.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The entire flow of the call can be customised, this extends to the billing model, audio playback and the logical flow of the call. ; The customisation is controllable by the customer.

Scaling

• Independence of resources: By providing dedicated hardware we can affirm in advance the maximum concurrent capacity of the system. This would mean that users engaging the system at or beyond it's concurrent limit would be denied access to the system thus preserving function for the current users.

Analytics

• Service usage metrics: Yes
• Metrics types: Concurrent and cumulative call and user statistics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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
• 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: Less than once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: API endpoints expose all system data as JSON formatted messages. The Unify client allows export of system data is desktop file formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Encrypted MP3
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: SLA's are agreed in consultation with the customer and service availability is similarly a product of discussion around security risk tolerance with regard to patching and associated downtime.; We typically achieve in excess of a 99.9% up time.
• Approach to resilience: In broadly generic terms all pieces of equipment are deployed alongside one or more failover counterparts. All pieces of equipment are automatically monitored for health and their redundant counterparts take control unbidden.
• Outage reporting: Private health monitoring of low-level system health is available to Unify, high-level system health data is available to the user through our maintenance utility.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: LDAP authentication is used to control access to our management interface by integration with the customers own active directory infrastructure.
• 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 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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 20/10/2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification is complete as per the 2017 standards.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO27001

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: We are ISO 9001, ISO14001 and 27001 accredited.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change is requested, requester, change details, impact, testing and rollback procedures are logged. Approval required by both the customer and Unify before change is carried out. All changes tracked in a change log. ; ; Changes are assessed for security implications at the time of request and dealt with accordingly.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: All inbound network traffic is restricted based on endpoint and port and deviations from these are reviewed for their threat level. ; We periodically assess the contents of the firewall logs to check for new vulnerabilities and/or threats. ; We have a scripted rolling rebuild on a cycle agreed with the customer to suit their downtime tolerance. This rebuild process always delivers an up to date system and thus negates entirely the risk of patching and associated testing overheads. ; Information regarding potential threats comes from a trusted security partner.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We periodically check firewall logs to identify potential compromises, along with file integrity of each component of our system. ; Our response would be tailored to the customer's specific wishes, but taking into account the nature of the potential compromise and the degree of risk associated with it.; Customers would be notified immediately of a system compromise.
• 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: We ascertain the number of individuals affected, the type of data involved and the impact on the particular system(s). ; Incidents are reported to the Directors of the business. The report includes full details of the incident including the person reporting, type of data involved and if the data relates to individuals (and if so how many).; An investigation is conducted by a designated individual who creates a formal incident report which depending on the type of incident is either filed internally or sent to the appropriate customer.; We have pre-defined processes for common events.

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
  • Wellbeing

  Fighting climate change

  ISO14001 accredited and this is monitored by a memeber of the Unify team.

  Wellbeing

  Mental health awareness and free advice lines through a private provider paid for by Unify Business Solutions.

Pricing

• Price: £0.98 a user a day
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A small-scale trail either based in a live or non-live environment - Unify will cover all costs associated with the trail with the exception of cabling.

Service documents

• Pricing document

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