Information and Communications Technology Frequently Asked Questions
Telephony
What is the Services unified communications solution?
The Service currently uses an Avaya CM platform with 1000 endpoint Licenses as it’s unified communications solution
What is the Services Contact Centre solution?
The Service uses an Avaya CM platform for our contact centre solution with 251 Elite Licences and 50 agent softphone licences.
Where is the Services Avaya platform hosted?
The Avaya platform is hosted on-premises
Who provides the Services SIP trunk connectivity?
The Service uses SIP trunk connectivity provided by BT, which is engineered to provide sufficient capacity and resilience across the Service estate
What does the Service use for business continuity call re-routing?
The Service uses Smart Numbers for business continuity call re-routing
Who manages the Services telephony system?
The Services telephony system is supported by a managed service, provided by BT
How is the the Service's telephone system maintained?
The managed service includes 24x7x365 maintenance, vendor support from Avaya, Service Management, Service Desk and an on-site resident engineer. This contract runs from April 2025 to March 2027 with a 2-year and subsequent 1 year extension options. The annual cost is approximately £330k.
How many fax machines are currently used?
None
How many bleepers/pagers are currently used, and by whom?
171 – Managers and Community First Responders in rural areas
Mobile Phones
What is included in the Services mobile service?
The Service mobile service includes a a mixture of voice only and Smart phones with voice and data split between the following providers- Vodafone, EE, O2 and Manx Telecom
What is the value of these contracts?
- Vodaphone contract value is circa £700k
- EE contract value is circa £25k
- Manx contract value is circa £3k
What framework does the Service use to procure mobile phones?
We currently use the NSS and Scottish Government Frameworks for procuring mobile phones
Hardware
What hardware does the Service have?
- The Service currently has circa 6000 mobile devices
- The Service currently have circa 100 physical and 200 virtual servers
- The Service currently have circa 900 PC’s
- The Service currently have circa 900 Laptop’s
Who is your hardware replacement contract with?
We have a contract with Capita until 2028. The contract is for 5 years at a cost of £400k
Network
The Service has:
- Switches - 215
- Routers - 154
- Wireless Access Points - 391
- Firewalls - 40
- Virus Monitoring tools - 1
Who provides your WAN and internet connectivity and the annual spend on each?
SWAN – provides WAN services and Internet connectivity via several suppliers such as Openreach. This costs approximately £300k annually.
Have you, or do you plan to deploy SD WAN services?
The Service has no immediate plans to deploy SD WAN.
Who provides the Services LAN, WiFi and Security infrastructure?
Enterprise level Switches for data Centres, Enterprise Level Wi-Fi, and smaller sites SAS deploys enterprise level security solutions to protect the infrastructure.
Annual spend on LAN is £36k and Firewalls is £11k
What is your data centre switching and security infrastructure?
Enterprise Switches and Enterprise Firewalls.
We use an Enterprise Anti-Virus Solution for Endpoint protection.
What is your Wide Area Connectivity?
SWAN Managed Services
Do you have Dark Fibre Services?
No
Who runs your Ethernet Services?
SWAN Managed Service
Who runs your broadband/FTTC/FTTP Services?
SWAN Managed Service
Who runs your SWAN solutions?
SWAN Shared Services, Local Connectivity Solutions and Enterprise Level Switching
Who runs your LAN/WLAN Solutions?
Enterprise Level Networking
Software
How many computers use Microsoft Windows XP?
None
What is your Cloud solution?
M365
