Workspace
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CONTENTS Service Highlights 4-5 Packages 6-9 Bolt-on Services 11-13 Bespoke Solutions 14-19 Fabrix Workspace enables organisations of all sizes to consume enterprise grade collaboration solutions 3
So what is Fabrix Workspace? we hear you ask... Well here s the low down Fabrix Workspace is a scalable telephony, unified communications, collaboration and video conferencing platform, with the simple aim of delivering industry leading service to both SMB and enterprise. Our service scales from a single user, to infinite users while delivering the same level of enterprise grade service and functionality to all. Fabrix Workspace products may be consumed as a number of pre-defined packages or bespoke deployments in order to exactly meet the business need. Our packages can be customised with a range of service bolt-on options where extra features are required. In short... Whether you are a small, medium or large business we have simple scalable and agile solutions for you. Scalable enterprise collaboration for everybody 4
SERVICE HIGHLIGHTS Broad range of service options Fabrix Workspace packages range from a simple handset and telephone number, to hosted video conferencing with unrivalled interoperability with video conferencing vendors, Skype for Business and web browsers. Our range of bolt-on products include: Voicemail Automated Attendants Hunt Groups Call Queue Call Recording Video Calling Virtual Meeting Rooms Cisco Spark Cisco WebEx Contact Centre services Attendant Console Resilient and scalable Our service is provided from multiple, highly resilient UK data centres, and scales from a single user service to an infinite number of users. Industry leading Our service leverages the industry leading Cisco portfolio for best of breed telephony, unified communications, web conferencing and video conferencing services, powered by a Cisco certified cloud platform. Unique investment protection and consumption options Fabrix Workspace offers maximum investment protection and value for money through a blended approach of capital and operational expenditure or pure operational expenditure on a three-year term, and a unique capability of taking software licensing procured with you at the end of the contract term, should you decide to leave the service. Furthermore, any organisation with existing investment in Cisco licensing may migrate licenses into and out of the service. Flexible connectivity and design options Smaller organisations with fewer users may connect to the service over the Internet, while larger enterprises may adopt private ethernet connectivity with our bespoke services. Bespoke services offer a higher level of SLA, hybrid cloud deployment options and the potential of wider services such as hosting, backup, disaster recovery and Internet connectivity. Device and location independence Fabrix Workspace provides a seamless experience for end users regardless of location or the device of choice to access the service. Telephone numbers may be shared between devices, or specific users access the service from both a telephone handset and a smartphone device for example, meaning they are always able to be contacted on a single number. Supportable All Fabrix Workspace packages come with technical support as standard. For our bespoke solutions, a number of customised SLA and managed service options are available. 5
So what do you get in Fabrix Workspace packages? Each of our packages have different options designed for agile businesses like yours Have a look at the following comparison chart to see what s available. If you re not sure what package best suits your business, why not give our team a call on: 0131 554 3438 or email: fabrix-sales@hutchinsonnetworks.com. Scalable enterprise collaboration for everybody 6
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Fabrix Workspace packages Features F1 Basic Telephony UK Telephone Number (DDI) Supplementary Services (hold, transfer, park, call forward) 500 UK (01/02/03) minutes per month 200 UK mobile (07) minutes per month F2 Standard User UK Telephone Number (DDI) Supplementary Services (hold, transfer, park, call forward) 500 UK (01/02/03) minutes per month 200 UK mobile (07) minutes per month Device Choice Cisco 7811 Cisco 7821 Any device Soft client Soft Client Instant Messaging and Presence Instant Messaging and Presence Telephony Video Calling (bolt-on) Maximum Number of Devices per User (inc soft client) 1 1 Bolt-on Available Hunt Groups Basic Call Queue Voicemail Cisco Spark Messaging Cisco Spark Basic Meetings Cisco Spark with WebEx Hunt Groups Basic Call Queue Voicemail Single Number Reach Video Calling Virtual Meeting Rooms Cisco Spark Messaging Cisco Spark Basic Meetings Cisco Spark with WebEx Equivalent Cost Per Month* 5 7.50 *Based on a 36-month term. 8
F3 Advanced User UK Telephone Number (DDI) Supplementary Services (hold, transfer, park, call forward) 500 UK (01/02/03) minutes per month 200 UK mobile (07) minutes per month Voicemail F4 Premium User UK Telephone Number (DDI) Supplementary Services (hold, transfer, park, call forward) 500 UK (01/02/03) minutes per month 200 UK mobile (07) minutes per month Voicemail Video Calling F5 Video Room UK Telephone Number (DDI) Supplementary Services (hold, transfer, park, call forward) 500 UK (01/02/03) minutes per month 200 UK mobile (07) minutes per month Video Calling Any device Soft client Instant Messaging and Presence Telephony Video Calling (bolt-on) Any device Soft client Instant Messaging and Presence Telephony Video Calling (included) Cisco SX Series Cisco MX Series None 3 10 1 Hunt Groups Basic Call Queue Single Number Reach Video Calling Virtual Meeting Rooms Cisco Spark Messaging Cisco Spark Basic Meetings Cisco Spark with WebEx Hunt Groups Basic Call Queue Single Number Reach Virtual Meeting Rooms Cisco Spark Messaging Cisco Spark Basic Meetings Cisco Spark with WebEx Virtual Meeting Rooms Cisco Spark Messaging Cisco Spark Basic Meetings Cisco Spark with WebEx 10 19 58 9
It s a bit like a buffet, pick the bits you like...and as much as you like with our Bolt-on Services Our range of bolt-on services include: Voicemail, Automated Attendants, Hunt Groups, Call Queue, Call Recording, Video Calling, Virtual Meeting Rooms, Cisco Spark, Cisco WebEx, Contact Centre Services and Attendant Console*. *Contact Centre and Attendant Console services require a bespoke service. 10
BOLT-ON SERVICES Hunt Groups Hunt groups allow you to call multiple user extensions when a single number is dialled, providing a basic way of distributing inbound calls to a handful of users as an example. We support a number of different hunt group types: Broadcast: where all users within the hunt group are called until the call is answered, or a set period of time has been reached Top down: users are called in the order defined Circular: similar to top down, however after the last member has been called, the hunt group starts at the top again Longest idle: the longest idle member of the hunt group is called, followed by the 2nd longest idle and so on Each hunt group we provide includes a UK telephone number in the area code of your choice, and calls the users you specify based on the hunt group type requested. Our hunt groups have a setup fee of 10 per hunt group, and a monthly usage charge of 2.50 Basic Call Queue Basic call queue works on top of hunt groups in order to provide a queue for inbound calls to hunt groups. While a call is waiting to be answered by a hunt group user, the caller hears music on hold and queues until the call can be answered. Each basic call queue we provide includes a UK telephone number in the area code of your choice, and calls the users you specify based on the hunt group type requested. Our basic call queues have a setup fee of 10 per queue, and a monthly usage charge of 3.50, which includes a hunt group configuration based on the options detailed in the Hunt Groups bolt-on service. Pickup Groups Pickup groups allow you to answer another user s phone when it is ringing. Pickup groups work both in small offices and amongst distributed teams, will full notification on who the call is for, and who is calling. Our pickup groups have a setup fee of 1.50 per group and no monthly service fee. Voicemail Our voicemail service takes messages for you when you are not able to answer the phone. Your messages are accessible from your telephone handset and a message waiting light lets you know you have a message waiting. Users who opt for a soft client with telephony may also access voicemail messages from the soft client interface with visual voicemail, letting you know who the message was received from before you listen to it. Our voicemail service has a setup fee of 10 per user, and an equivalent monthly usage charge of 2.39 per user based upon a 36-month contract. Voicemail is included as standard with our F3 and F4 packages and does not incur any extra setup or monthly fees if consumed as part of these packages. Single Number Reach Single number reach allows users to configure additional numbers which should ring simultaneously when the user s Fabrix telephone number is called, allowing the user to take the call on a mobile or home telephone if required. If users make use of a soft client in addition to a telephone handset from Fabrix, single number reach is typically not required. Single number reach is ideal for use where a soft client cannot be used, such in areas of no or poor internet or mobile data coverage, where a landline is required to take calls as an example. Our single number reach service has a setup fee of 10 per user, and a usage charge of 3.50 per user, per month. 11
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BOLT-ON SERVICES - CONTINUED Video Calling Adding video calling to your Fabrix Workspace package allows you to make and receive video calls with any standard-based Internet video endpoints, such as calling into a multiparty meeting hosted by an external business partner. If you need to host a multiparty meeting with two or more participants, please see our Virtual Meeting Room service. Our video calling service has a setup fee of 10 per user, and an equivalent monthly usage charge of 36.42 per user based upon a 36-month contract. Video calling is included as standard with our F 4 and F5 packages and does not incur any extra setup or monthly fees if consumed as part of these packages. Virtual Meeting Rooms Our Virtual Meeting Rooms, powered by Cisco Meeting Server allows anyone to create, join, and run meetings easily, from room or desktop video systems, mobile clients, or browsers. Virtual meeting rooms help ensure that everyone gets a consistent, familiar meeting experience, whether they re joining a meeting using a video endpoint, a soft client, web browser or Skype for Business. To enable virtual meeting rooms, you simply order enough capacity to cover the total sum of individual soft client users, video telephone handsets or video systems you require in any mix of calls, similar to traditional port-based video conferencing. As an example, if you have four video conferencing enabled meeting rooms, five soft client users and two users in an external partner organisation you wish to host a meeting for, order eleven capacity units. Everybody doesn t need to be in the same call, so for the same eleven capacity units, you could have the same four video conference rooms with two external partners in one call, and the five users in another. Any number of virtual meeting rooms may be created for different teams, projects or frequent meetings, as long as you have enough capacity units to cover the total sum of all video endpoints or soft client video users in any number of calls. Our virtual meeting rooms have a setup fee of 10 per virtual meeting room, and an equivalent monthly usage charge of 236.57 per capacity unit, based upon a 36-month contract. 13
BOLT-ON SERVICES - CONTINUED Cisco Spark & WebEx Cisco Spark when consumed in conjunction with Fabrix provides business messaging, conferencing and calling all in one, from a single client application compatible with any Windows or Mac OS desktop or laptop, smartphone or tablet device. Spark Business Messaging allows you to set up spaces for projects and teams and communicate easily from anywhere, on any device. Persistent messaging and file sharing amongst teams in one space retains the context of conversations and reduces email traffic. Spark Basic Meetings build upon the business messaging functionality and allow you to start a video call and screen share with anyone instantly, with up to 25 participants in the call. Spark Advanced Meetings build upon the business messaging functionality and are Cisco WebEx powered. Users are able to host an ad hoc or a scheduled WebEx session with up to 200 people, record meetings and connect via voice and video from the WebEx interface and optionally via dial-in globally. Spark Features Table & Pricing Business Messaging Business Messaging Features Messaging with file sharing Video calls of up to 3 people with screen sharing Moderation controls and end-to-end encryption for messages and files Directory Calendar Call* Business Messaging and Basic Meetings Everything in Business Messaging plus Video calls of up to 25 people with screen sharing Business Messaging and Advanced Meetings Everything in Business Messaging and Basic Meetings plus Host meetings of up to 200 people Record meetings (including video) Connect to audio by VoIP or dial-in** 2.50 setup 2.50 setup 5.00 setup 6.29 per user, per month 10.43 per user, per month 22.34 per user, per month *Requires a Fabrix F2 package or greater. **Dial-in is an optional extra at 3.48 per user per month. 14
Fabrix Workspace enables organisations of all sizes to consume enterprise grade collaboration solutions 15
What if you could choose what went into the buffet?...the choice is yours with Fabrix Bespoke Solutions Our bespoke solutions are unique in that they offer Private Cloud, Community Cloud or Hybrid Cloud deployment models, while your organisation retains all rights to any software license procured to access the service, as opposed to a traditional cloud seat rental. Furthermore, if your organisation has existing investment in Cisco Unified Communications software licensing and hardware, this investment may be protected and fully migrated to our service. As organisations rely more heavily on critical business applications and services, the need for an always-available collaboration service becomes crucial. Our services have been designed with a number of availability target and SLA options to suit your business. For areas of the business where call services are critical, our services are able to fall back to self-survivable capability ensuring calls are available at all times, including blending traditional ISDN connectivity where required. Our services enable organisations to extend collaboration outside of their network boundary. Facilitating inter-person and inter-organisation 16 teamwork is crucial for organisations to stay relevant. Users expect immediate access to these tools from a wide variety of portable and mobile devices, with many of these same tools extended to customers and partners, helping strengthen these relationships. Organisations recognise the added value that collaboration applications bring through increased employee productivity and enhanced customer relationships. Users have adopted a wide variety of smart phones, social media, and collaboration applications in their personal lives and have begun to expect the same ease of use in their working lives.
FABRIX BESPOKE SOLUTIONS Telephony Our bespoke services can cater for up to 40,000 telephony users in a single cluster. Where higher numbers of users are required we typically deploy regional clusters and seamlessly integrate them, providing for an infinite number of users. Owing to the private cluster approach, we are able to tailor the environment to your exact requirements, including serving high numbers of users resiliently in a Hybrid Cloud deployment as an example, where your core locations are able to host service catering for tens of thousands of users in the event of disconnection from our cloud. Supporting our Private or Hybrid Cloud methodology, and assuring call quality at all times, our bespoke services require private Ethernet connectivity between your organisation s key locations and our points of presence. This approach allows us to deliver Quality of Service as well as many other cloud services to your business, securely and reliably. Unified Messaging Building upon our standard voicemail service, Unified Messaging enables a single inbox for both email and voicemail messages, with voice messages delivered and manageable from the Microsoft Outlook client. Once the message has been dealt with, the notification is cleared from your telephone and soft client device. Unified messaging is compatible with on-premises Microsoft Exchange and Office 365 deployments. Unified Communications Our Unified Communications service, powered by Cisco Jabber provides enterprise class instant messaging, presence, screen sharing and a soft client for voice and video across a multitude of Windows, Mac OS, Apple ios and Android devices, working both in office and remotely. Jabber is able to make use of back end LDAP sources such as Microsoft Active Directory in order to build contact groups from Distribution Lists (matching Outlook). Persistent chat enables group messages to be retained when the Jabber client has closed / restarted in order to provide context. A huge benefit of utilising a common platform for instant messaging & presence, voice, video and conferencing is the ability to instantly escalate from an instant message, right up to a multiparty voice, video and desktop sharing. The ability to escalate in this way enables users to quickly and easily hold ad hoc collaboration sessions in order to rapidly resolve an issue that may have otherwise required a scheduled meeting. Contact Centre Our contact centre services are capable of servicing 400 concurrent logged in agents, and are script driven, meaning a script is able to be tailored to meet the needs of each contact centre service individually on a logical basis. These scripts form part of a contact centre application, which includes individual prompts, triggers (such as voice, web, email) and variables / external integrations. Each contact centre application has the capability to: Easily have specific variables amended (automatically or manually), such as opening times, emergency state, ad hoc messaging enabled / disabled Include in-queue messaging such as position in queue, average time to wait Play video in queue for callers who have connected via a video capable device (Jabber for example). Music on hold is played to callers who do not have video capability Use custom prompts and welcome messages, providing a uniform voice for all messages Prioritise VIP callers via an XML file or database integration Provide supervisors / contact centre administrators a view of the contact centre queues and the ability to pull certain calls Be integrated with a wallboard in order to show number of calls, average wait time, abandons, etc. Identify known caller ID via database integration and screen pop web or other applications appropriately Switchboards and Attendant Console Switchboard operators may be provided with our attendant console application, a software-based client that is installed on the operator s machine. The attendant console application is able to make use of user presence state information provided by the core service, so the operator has forward knowledge whether it is best to extend the call to the end user or offer an alternative, such as a direct transfer to the user s voicemail if they are in a presenting state, or possibly to the user s mobile. 17
FABRIX BESPOKE SOLUTIONS - CONTINUED Video Conferencing and Virtual Meeting Rooms Our video conferencing and virtual meeting rooms provide multiparty capability in a simple to use, highly scalable, ubiquitous video service, delivering an enjoyable and joined up end to end user experience. Any user or video enabled meeting rooms may be provided with a Uniform Resource Identifier (URI). This URI typically matches the user s email address or login suffixed with the domain name and becomes the user s identity for instant messaging as well as rich media (video) calls. The central directory is populated with these URIs too, meaning searching for a user for instant message, voice or video contact is simple from a Jabber client, desk phone or video conferencing device. Person to person video capability is easily achieved for all users with the appropriate video capable device and licensed to use voice and video; internally users are looked up via the directory, externally if you know the user or room URI, you are able to connect the call. We typically recommend a cookie cutter approach for enabling existing meeting spaces with video, ensuring all users know how to use all video systems, and a consistent user experience is maintained throughout: A Cisco DX80 may be deployed in individual work spaces where video is required but space is at a minimum. The DX80 features a 23-inch high definition screen in a self-contained, free standing unit A small 4-10 person meeting room may be enabled with a Cisco TelePresence SX10N unit, which is able to be mounted upon any HD display with an HDMI input. This provides a great solution for video enabling rooms with an existing display Where dual displays / projectors or a larger meeting room is required, a Cisco TelePresence SX20N may be deployed to provide for separate participant video and presentation display as required For larger or custom requirements, a Cisco TelePresence SX80 endpoint may be deployed, able to accept multiple input sources and integrate with large video wall / lecture theatre deployments Users may be provided with a WebEx-powered Cisco Spark account. This account provides a dedicated virtual meeting and collaboration space which is accessible from the webbrowser in a familiar WebEx style interface, smartphone or tablet device (ios, Android and Windows), telephone (both voice and video enabled) and video conference endpoint. Furthermore, the user s meeting space may also be called from Skype. Collaboration enabled meetings within a user s account may be ad hoc (instantly called from a device) or scheduled. For ad hoc meetings, the user has the capability to set their preference on enabling contacts to immediately join a meeting (enter the room) or be held until the room owner joins the session. The room may also be locked by the room owner for privacy once a meeting has begun. For scheduled meetings, the user may schedule easily via a web interface with email invites detailing all connectivity methods automatically sent to all participants. Furthermore, a custom, integrated solution is possible to be developed utilising the Spark for Developers framework. Each Cisco Spark account may host up to 200 participants within a single meeting as well as recording, mark-up tools and whiteboard functionality, essentially all features available within a WebEx environment, with the added benefit of ubiquitous connection from browser, mobile client (any platform), video conference endpoints and Skype. Public Video Access Our service fully supports public video access, meaning a specific one time only or time-based link (URL) may be shared with any external user with an Internet connection and web browser. Upon clicking the link, the external user is connected to a video destination of your choice, which could be a specific internal user, virtual meeting room or even a virtual waiting room where video content may be played while they wait for an agent. The potential with public access is infinite and has may appropriate use cases within health, finance (such as access to expert resources), legal and professional services. Integration Because our bespoke services are tailored to your exact business needs and consumed only by your organisation, we are able to integrate with existing internal systems and business processes. This could be as simple as integrating with your Microsoft Active Directory for single directory and authentication / single sign on, database integration for contact centres or deeper API integration with other applications. Furthermore, integration with existing PBX or trading systems is entirely possible for on-net calls or a phased migration. 18
Use of Existing Cisco Licensing If you have existing Cisco licensing for Unified Communications and Collaboration applications, it is entirely possible to utilise these with our service, on the basis that any licensing may be upgraded to the latest release under the Cisco Software Support Service (SWSS) program. In order to facilitate this approach, it is not necessary to legally transfer any licensing to us, but you will be required to maintain SWSS for the duration of your contract with us. Utilising your own licensing you only need to pay for the hosting of the applications, connectivity plus any further applications or options you require that you are not already licensed for. Managed Services We work closely with our clients to design tailor-made managed services with ITIL aligned processes to manage the delivery of all services. The overall service is designed to enable continuous and successful service delivery across both organisations as well the achievement of high levels of customer satisfaction. Tailored to your exact requirements, the fundamental service components that may be provided with our service include: Support Services BAU Operations and Incident Management Services: Business as usual infrastructure management and initial triage, diagnosis and resolution (within SLA) of all received fault calls across the supported infrastructure. Problem Management: Proactive identification of duplicate incidents (with the same attributable root cause), and the implementation of resolutions that reduce the overall number incident calls received. Change Management: Governed processes that ensure the successful introduction of changes into a supported environment with no disruption to either service delivery or end users. Service Request Management: Full management of end user requests for completion within SLA Monitoring and Backup Services Event Management: Continual assessment of the performance and availability of the supported infrastructure and service stack, with the ability to proactively identity potential faults and implement preventative actions prior to any impact being experienced. Infrastructure Backup and Recovery: Infrastructure backup and recovery capabilities that facilitate service level management as well as the incident and change management processes. Patch Management Services Infrastructure Optimisation: Identification, assessment, testing and implementation of all required security patches and relevant bug fixes to ensure continued alignment to operational best practice. Continual analysis of all available software updates and upgrades that may enable further functionality and service enhancement. Service Management Capacity Management: Proactive identification and measurement through standard toolsets to aid in the forecasting of future capacity requirements. Completed with the aim of resolving any potential issues prior to any impact to service or end users. Continual Service Improvement: A continual process managed by the aligned Service Manager that initiates and manages all improvement efforts that are designed to ensure continual alignment of the delivered managed service to changing customer needs. As demonstrated our support offering is based on a framework of operationally focused services delivery components and cost containment mechanisms. This model enables us to provide a services-centric support model which is designed to move beyond traditional network management boundaries and seek to provide our customers with business transformational capabilities. Please contact our team to discuss your requirements further. Call on: 0131 554 3438 or email: fabrix-sales@hutchinsonnetworks.com 19
In association with Cisco All information stated in the brochure is correct at time of printing and may be subject to change without notice.