Information on SIP Trunking, Teams licences, Telephony and Contact Centre

Freedom of information request reference no: 01.FOI.24.042061

I note you seek access to the following information:

Please can I have the answers to the following questions:

SIP Trunking
Have you implemented SIP?
If yes, when does the contract expire?
Who is your SIP provider?

Team Licences
Which Microsoft 365 Licence do you have e.g. E3, E5 Have you voice enable your Teams Licences?
If not, is that something you are considering?

Telephony
What is your current telephony system?
How many users of the telephony system?
When is the contract up for renewal?

Contact Centre
What contact centre solution is the council using?
How many agents does the contact centre employ?
How many agents are concurrently working?
When is the contract for the contact centre ending?

Decision

I have today decided to disclose the located information to you in full.

Please find below information pursuant to your request above.

SIP Trunking:
Have you implemented SIP? Yes
If yes, when does the contract expire? May 2025
Who is your SIP provider? BT

Team Licences:
Which Microsoft 365 Licence do you have e.g. E3, E5 Have you voice enable your Teams Licences? E5
If not, is that something you are considering? N/A

Telephony:
What is your current telephony system? Avaya / MS Teams
How many users of the telephony system? ~4100 / ~47,000
When is the contract up for renewal? May 2025

Contact Centre:
What contact centre solution is the council using? Avaya
How many agents does the contact centre employ? ~4100
How many agents are concurrently working? ~650
When is the contract for the contact centre ending? May 2025