Telephony within Herefordshire Council
Case reference FOI2023/00910
Published 14 June 2023
Request
Please provide the following information:-
Telephony
1a. ISDN Lines?- Supplier, quantity (lines), contractual position.
1b. PSTN Lines - Supplier, quantity (lines), contractual position.
1c. SIP Channels - Supplier, quantity (channels), contractual position.
1d. PBX (phone system) Make & Model (eg Avaya, Cisco, Mitel), contractual position.
1e. Who maintains your PBX (phone system) 1f. Do you have inbound non-geo phone numbers (eg 0845, 0330). Supplier, quantity (phone numbers), contractual position.
1f. Do you use Unified Communications or Collaboration tools , if so which ones? Supplier, quantity (users), contractual position.
Contact Centre
2a. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
2c. When is your contract renewal date?
2d. Who maintains your contact centre system(s)? 2g. How many contact centre agents do you have?
2i. Do you use a CRM in the contact centre? What platform is used?
2j. Do you use a knowledge base/knowledge management platform? What platform is used?
Microsoft Telephony
3a. Are you considering or on interested in Microsoft Telephony (eg Calling Plans, Direct Routing, Operator connect).
3b. Do you use Microsoft Telephony (eg Calling Plans, Direct Routing, Operator connect). Quantity (users), contract expiry.
3c. What Microsoft Office Licencing do you have eg E3, E5. Supplier, quantity (phone numbers), contractual position.
Connectivity and Network Services
4a. Who provides your WAN and internet connectivity and the annual spend on each.
4b. Have you , or do you plan to deploy SD Wan services.
4c. Please confirm who provides your LAN, WIFI. Manufacturer, supplier, and maintainer.
Response
Please provide the following information:-
Telephony
1a. ISDN Lines?- Supplier, quantity (lines), contractual position.
Wavenet, 88, Contract expires 03 May 25
1b. PSTN Lines - Supplier, quantity (lines), contractual position.
Wavenet, 326, Contract expires 03 May 25
1c. SIP Channels - Supplier, quantity (channels), contractual position.
Wavenet, 120, Contract expires 03 May 25
1d. PBX (phone system) Make & Model (eg Avaya, Cisco, Mitel), contractual position.
N/A
1e. Who maintains your PBX (phone system) 1f. Do you have inbound non-geo phone numbers (eg 0845, 0330). Supplier, quantity (phone numbers), contractual position.
N/A
1f. Do you use Unified Communications or Collaboration tools , if so which ones? Supplier, quantity (users), contractual position.
Yes, Herefordshire Council use Cisco and have 2205 users. We are currently in a contract which is bundled in with other products, this contract is due to expire in March 2025.
Contact Centre
2a. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
Cisco
2c. When is your contract renewal date?
05 Apr 24
2d. Who maintains your contact centre system(s)?
Hoople Ltd
2g. How many contact centre agents do you have?
100
2i. Do you use a CRM in the contact centre? What platform is used?
Granicus
2j. Do you use a knowledge base/knowledge management platform? What platform is used?
Herefordshire Council do not use a knowledge base/knowledge management platform.
Microsoft Telephony
3a. Are you considering or on interested in Microsoft Telephony (eg Calling Plans, Direct Routing, Operator connect).
Yes
3b. Do you use Microsoft Telephony (eg Calling Plans, Direct Routing, Operator connect). Quantity (users), contract expiry.
Not currently.
3c. What Microsoft Office Licencing do you have eg E3, E5. Supplier, quantity (phone numbers), contractual position.
E5, Microsoft through Phoenix, circa 1,700, in contract
Connectivity and Network Services
4a. Who provides your WAN and internet connectivity and the annual spend on each.
MLL and Ja.Net provide Herefordshire Council's WAN and internet connectivity. The annual spend on each is:-
MLL = Circa £435k per annum
Ja.NET/JISC = Circa £39k per annum
4b. Have you , or do you plan to deploy SD Wan services.
Not at this time.
4c. Please confirm who provides your LAN, WIFI. Manufacturer, supplier, and maintainer.
Hoople Ltd provide Lan WiFi. Cisco provide the equipment.
Documents
This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
You can browse our other responses or make a new FOI request.