Transcription

Crown CommercialServiceG Cloud 11BT Managed Video Conferencing20th May 2019

Contents1.An overview of the BT Managed Video Conferencing . 32.Ensuring Data Integrity . 213.On-boarding, Off-boarding and Migrations . 224.Service Management. 235.Service Constraints . 256.Service Levels . 267.Financial Recompense Model . 278.Training . 289.Ordering & Invoicing Process . 2910.Termination Terms . 3011.Data Restoration / Service Migration . 3112.Customer Responsibilities . 3213.Technical Requirements . 3314.Trial Service . 3415.Further Information . 35In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page ii

16.Other Service Considerations . 3617.Data . 38TablesTable 1: The key features of the Video Codec Management Service . 11Table 2: Example Alerts and conditions . 14Table 3: Windows OS . 18Table 4: Standard Service Levels . 26In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page iii

British Telecommunications PlcBT Centre81 Newgate StreetLondonEC1A 7AJUnited Kingdomwww.bt.com01/05/2019In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 1 of 38

Confidentiality StatementAll information contained in this document is provided in confidence for the sole purpose of adjudication of the document, and shallnot be published or disclosed wholly or in part to any other party without BT's prior permission in writing, and shall be held in safecustody. These obligations shall not apply to information that is published or becomes known legitimately from some source otherthan BT.All transactions are subject to the appropriate BT Standard Terms and Conditions.Certain information given to Crown Commercial Services in connection with this bid is marked “In Commercial Confidence”. Thatinformation is communicated in confidence, and disclosure of it to any person otherwise than with BT’s consent will be a breach ofconfidence actionable on the part of BT. The disclosure of BT’s confidential commercial information would also be likely to prejudiceBT’s commercial interests. For these reasons, we believe such information will be exempt from the duty to confirm or deny, andfrom disclosure under the Freedom of Information Act 2000.DisclaimerThis document is provided for information purposes only. BT accepts no responsibility for any errors or omissions that it maycontain.This document is provided without warranty of any kind, express or implied, including but not limited to the warranties ofmerchantability, fitness for a particular purpose and non-infringement. In no event shall BT be liable for any claim, damages or otherliability (either direct or indirect or consequential), whether in an action of contract, tort or otherwise, arising from, out of or inconnection with this document or the contents thereof.BT Pricing Assumptions and Caveats as to Taxes and Regulatory FeesThis document represents our firm price proposal for the solution described in this RFP, and is provided for information andevaluation purposes only and is not currently a formal offer capable of acceptance.ConsultationIf you receive a request under the Freedom of Information Act 2000 which requests any of the information that is provided by us toyou in connection with this proposal, we ask that you notify us of the request as soon as possible and allow us not less than ten (10)working days in which to make any representations.Copyright British Telecommunications plc 2019Registered office: 81 Newgate Street, London EC1A 7AJRegistered in England no. 1800000In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 2 of 38

1.An overview of the BT Managed VideoConferencingBT provides cloud video bridging for standards based video devices, across a range ofnetworks and device types. Once certified, calls between video studios or devices may bescheduled via phone, email or through an online scheduling portal, with various levels of incall support offered.The BT Video Bridging v4.0 Service (VB4) provides a scheduled, cloud-based video bridgingservice. VB4 connects most video-capable devices over a broad range of popular networkalternatives. Conferences are scheduled as either Self-service or Assisted. The latter includesin-conference support provided by Conference Producers who can adjust most elements ofa conference.The Service provides a range of features delivered in two service bundles. the Self-service bundle is suitable for most video conferences the Assisted bundle is suitable for larger, more complex conferences wherecoordination of the video technology is desired.All calls are scheduled in advance and bridged on the BT VB4 Service. Certified sites aregenerally called by the service (“site receives”) using H.323 IP, SIP, or ISDN. Whereas dial-invideo (“site dials”) is available for certified site. Uncertified guest sites (audio-only, orDesktop dial-in) join meetings using one of the access methods – ISDN or Public Internet1.1.Self-service Description: self-service meetings will support up to 12 conference ports across any combinationof certified sites, desktop dial-in (guest) sites, and audio-only participants. Note thatuse of the MeetMe Audio uses only one port whereas with MCU Audio, each audiousers will use one of the 12 ports meetings between certified sites (as identified in the Customers site directory) andguest sites joining via Desktop-dial all meetings are scheduled in advance via Engage Meeting Manager, Engage Mobile,or TWS - Outlook Video Integration. Meetings can be scheduled well into the futureor to “start immediately” the Self-service package provides in-call control and support via the Engage MeetingManager tool or Engage Mobile self-service meetings cannot be scheduled via the BT reservations desk andtelephone Support desk assistance during the call is not available.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 3 of 38

1.2.Assisted Services Description:Assisted conferences are those scheduled by the end user either using BT Engage MeetingManager or through phone reservation. Assisted conferences include digital monitoring ofthe conference launch and in-call connectivity using a combination of BT developed andvendor provider tools. Assisted calls are bridged, even if only two sites are participating,since the MCU interface allows for producer activity in supporting the conference.Proactive Digital MonitoringWith proactive digital monitoring, a BT Conference producer is actively examiningconference performance and connections for rooms within calls. If any rooms disconnectprior to the end of their conference, the Conference producer immediately attempts toreconnect those rooms via dial out. If problems persist, the Conference producer contactsall affected rooms and offers an Audio port to ensure maximum participation in theconference. Conference producers are always available by calling into BT ConferencingSupport as detailed on conference confirmations.The role of a BT Conference Producer may include: greet each site individually confirm the quality of audio or video connectivity with each site introduce the start of the meeting perform a roll call for all the sites.During a producer assisted conference, the BT conference producer is not present on thecall. Therefore if a video conference participant needs help they should contact the BT HelpDesk.Access to the Meet and Greet service is enabled by default and services are charged on apay-as - you-go basis per call.Dedicated Conference Producer (DCP)BT also offers a Dedicated Conference Producer (DCP) service which supports morecustomised call support requirements. DCP is generally required for high profile calls whichneed: sites to be added or dropped at different times changing screen layouts per customer command playing pre-recorded media or broadcasting a satellite feed permanent in-conference monitoring of the call connections and quality.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 4 of 38

Should privacy be required during the conference, but there is a need to contact the DCP, aseparate audio conference independent of the video conference can be setup.Note: Producer Assisted calls, are an additional cost per conference.1.3.Recording Services:Conference recording is available on Assisted calls with a Dedicated Conference Producer.Conference Producers must announce to all participating rooms that the conference is beingrecorded once the recording has started. Conference recording is not available on Selfservice calls. Video conference recordings from BT have the following attributes:Resolution: BT will make a primary and backup recording in either Standard Definition orHigh Definition at the best resolution possible.File Format: The recording is delivered to the client in “.wmv” format. This is suitable for usewith Windows Media Player.The recording file is delivered either:1.4. posted to a BT-managed FTP website within 72 hours of the recording. Each client isprovided a unique login to the FTP site with an ability to view only their recordings.Recordings will be purged from the FTP site after 90 days written to a Video CD, sent within 72 hours of the recording, and shipped via 2-daydelivery. Shipping and handling fees apply. Additional Video CD copies are availableat a per-copy fee plus shipping and handling recordings are priced per minute per conference with a minimum charge. BT doesnot provide any post production services or format conversions. Conferencerecording requires 24 hours advance notice and Dedicated Conference Producer.Making a Conference Reservation:Video Bridging calls can be scheduled to begin at a date and time in the future, or can belaunched immediately (when resources are available). Reservations can be made viatelephone, web browser, mobile app, Outlook integration and or specialty integrations.The meeting organiser is expected to identify the specific (certified) rooms, along with thestart time, date, and duration for the call.Space for guest sites can be scheduled by including “Desktop Dial-in’ site in the reservation.Desktop dial-in will accommodate any unregistered site including those from otherorganisations.Sites that require private networks connections must either be connected to the same videonode as the host client, have access to the Global Connect network, or use the InterExchange network.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 5 of 38

The customers that schedule and launch calls using tools other than Engage may choose toalso reflect use of meeting rooms a “Room Reservation”. This prevents overbooking of siteswhere Engage is not the default reservations tool. “Room Reservations” may be scheduledvia Engage Meeting Manager or Outlook integration (not supported in Engage Mobile or viaTelephone).Telephone: Pre-call and scheduling assistance is available by calling the reservations deskusing toll-free and toll numbers to the UK.All calls scheduled through the Reservations desk will be classified as an Assisted meeting.The Reservations desk can be reached by the UK Toll / Toll Free Branded Phone Service.Reservations may be made 24x7. Reservations and in-call support are provided in English.Set-up period:To help ensure video meetings start on time, BT offers an optional set-up period for Selfservice and Assisted meetings. The Set-up period has a default value of 5 minutes but can beadjusted up to a maximum of 15 minutes via Engage Web or the via the BT reservationteam.The default set-up time is configurable for each user. Room availability includes any Set-upperiod to avoid overlapping set-up periods with another call in the same room. Usage forthe optional set-up period is chargeable for the actual amount of time connected.Confirmation Email:Upon receipt of a reservation via any of the tools, a conference confirmation and optionaliCal invitation will be emailed to the meeting organiser once the conference details arecomplete. It is the scheduler’s responsibility to ensure that all participants in the video callare notified of the start time and any other relevant details. Additional notifications can besent to individual room administration contacts on request at no additional charge.1.5.Call Launching:BT Video Bridging calls are launched as either Automated or Producer to a video MCUchosen by BT. Sites will connect as either “site-receives” or “site-dials” as noted below:Automated:With Self-service calls, software initiates and manages the loading and launching of certifiedvideo device provisioned for “site-receives”. The order in which sites are added to the callcannot be controlled. The BT Video Bridging service will automatically attempt to connectwith “site-receive” devices that do not immediately answer for up to ten minutes. Calls mayhave an optional Set-up time at the beginning of a meeting to accommodate launching of allof the sites prior to the call beginning). “Site-dial” devices must manage their own joinprocess.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 6 of 38

Dial Direction:Sites are defined as either: site Receives: The Video Bridging service calls the video device. Only Certified sitesare eligible for this dial direction. site Dials: The video capable device calls the Video Bridging serviceCall Answer:Where the call direction is set to “site-receives”, the BT Video Bridging Service will initiateconnections to each endpoint. Devices set to “site-receives” can be answered in one of thefollowing ways:1.6. video endpoint is set to AutoAnswer: Endpoints will automatically connect video endpoint is not set to AutoAnswer: A person must be in the video room toanswer calls. If no provision has been made to manually answer the call, the site willnot be connected to the meeting. On Self-service meetings, the meeting organisermay use tools provided with Engage Web to force an additional dial-out at a latertime. In-call Assistance is not available on Self-service calls. On Assisted meetings,the meeting organiser may request assistance from the Support desk video endpoints supported by REM: Regardless of the device settings, endpoints willbe temporarily reconfigured to AutoAnswer calls originating from the Video Bridgingservice. Shortly thereafter, the endpoints are returned to their originalconfiguration.Supported Devices:The Video Bridging service categorises supported devices as either Standard Definition (upto 768kbps) or High Definition (greater than 768kbps). SD and HD is supported across therange of device types.Traditional Video devices:Video Bridging supports any device capable of supporting H.264-AVC (Baseline Profile),H.264-SVC, H.263 , or H.263 video compression while using SIP, H.323 or H.320 signalling.H.239 and BFCP data sharing is supported.Soft codec:VB4 supports any device capable of supporting H.264-AVC (Baseline Profile), H.264-SVC,H.263 , or H.263 video compression while using SIP, H.323 or H.320 signalling. H.239 andBFCP data sharing is supported. Examples of popular Soft Codecs include Cisco Jabber andPolycom Real Presence Desktop.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 7 of 38

TIP-enabled Immersive devices:Multi-codec video devices such as Cisco IX series deliver a multi-screen immersiveexperience via TIP. Video Bridging 4 supports TIP. As TIP video devices tend to use largeamounts of bandwidth, BT recommends all devices that require TIP connect to the serviceusing MPLS network.Skype for Business / Lync:VB4 supports clients and devices that use Microsoft’s RTV protocol for media and RDPcontent sharing. Lync 2010/2013 and Skype for Business are supported. Skype (theconsumer service) is not supported at this time.Internet Explorer:Microsoft Internet Explorer v8, 9, 10 and 11The Microsoft Edge browser is expected to support ORTC, Microsoft’s version of WebRTC.Support for ORTC is expected in a future release of VB4.Participants with Windows Mobile devices should join VB4 meetings using Skype forBusiness /Lync. The Windows Mobile browser is not supported.Safari:Apple Safari (both iOS and MAC versions) lack a native video capability and so rely upon aBT-provided app to access VB4 meetings. Users are prompted to install the BT “MeetMevideo” (MMv) app when participants first attempt to join a VB4 meeting. Alternatively,participants may manually download the MMv app y/apps/meetme-video/index.jsp.Updates to the MMv app are provided from time-to-time and users must manually initiatethe updates to their devices.Chrome:BT Video Bridging is compatible with Google Chrome implementation of WebRTC / HTML5(all platforms). A Chrome plug-in is required for content sharing.Firefox:Pending improvements in the WebRTC capability native to Mozilla Firefox, users should relyupon a BT-provided app to access VB4 meetings. The BT “MeetMe video” (MMv) app isinstalled automatically via the Microsoft “One-click” technology when participants firstattempt to join a VB4 meeting. Alternatively, participants may manually download the MMvapp from ps/meetmevideo/index.jsp . The MMv app is updated from time-to-time; One-click users will receivethe updates automatically, all others must updated their MMv apps manually.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 8 of 38

Supported Operating SystemsThe BT Video Bridging 4.0 client is supported for the following operating systems andversions (note that other versions may work with the client, but these versions are knowngood and tested):Microsoft Windows Windows XP SP3 Windows Vista Windows 7 Windows 8.Apple iOS 7.0.4 and later is recommended 6.1.3 and later.Apple MacOS R10.9.5 or later is recommended.Android Chrome version 28 or later is recommended.Guest Sites Joining OptionsBrowsers (SIP URL):Reservations that include Desktop Dial-in sites will be provisioned a URL for use withpopular browsers. The URL incorporates a one-time use passcode. Users who attempt tojoin meeting before the scheduled start time or after the scheduled end time will be alertedthat the call is not found.Skype for Business / Lync:Reservations that include Desktop Dial-in sites will be provisioned a URI for use with Skypefor Business /Lync. The URI incorporates a one-time use passcode. Users who attempt tojoin meeting before the scheduled start time or after the scheduled end time will be alertedthat the call is not found.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 9 of 38

SIP URI:The Video Bridging service supports both incoming (site-dial) and outgoing (site receives)dialling using SIP URI formatted as Number @domain. Reservations that include DesktopDial-in sites will be provisioned a SIP URI for use with video devices.H.323 / SIP IP:The Video Bridging service supports both incoming (site-dial) and outgoing (site receives)dialling using IP dialling. H.323 and SIP IP dialling is formatted as Number @IP Address formost devices. Certain Polycom devices use IP## Number for H.323 dialling. Reservationsthat include Desktop Dial-in sites will be provisioned a H.323 / SIP IP address for use withvideo devices.E.164:Video devices that use E.164 numbers as their unique address can connect to the VideoBridging service. This is typical of Cisco Immersive video devices. Use of E.164 addressing isavailable only to GVE Connection Service clients.H.320:ISDN sites connect to the Video Bridging service using the H.320 protocol. Video Bridgingsupports both “site-dials” and “site-receives” H.320 video devices. Note that site-dial H.320(ISDN) sites can be repurposed to create dial-in instructions for ISDN guest sites.Audio-only:Audio-only users can access the VB4 service using standard telephone (POTS) service overthe PSTN.1.7.One Care Preferred (Support Option):The One care Preferred Service includes the following:Service Management of Endpoints call receipt: 24x7x365 live global support. Support is provided by BT centre’slocated in London-UK, and Denver-USAticket logging: Ticket submission for all conference affecting issuesuser assistance with operation of endpoints: Support will provide guidance andassistance to users on proper operation of in-room solution componentsremote, in-call technical assistance: Remote assistance for in-call support to isolateprobable cause of a conference impacting issueremote, out-of-call technical assistance: Remote technical assistance to isolate rootcause of issues (made possible by using intrusive testing).In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 10 of 38

The following table summarises the key features of the Video Codec Management Service:Table 1: The key features of the Video Codec Management ServiceOne Care PreferredVideo CodecManagementServiceHelp Desk Services 24 x 7 * - Call receipt, fault ticketing & maintenancemanagement Online Ticket Submittal, Reporting & Tracking Multivendor dispatch management to designated in-house or 3rd partymaintenance providers Endpoint, application and configuration testing In conference user and technical support Endpoint Connect (EPC) – point to Point calls via EMM or TWS scheduling too SD/HD/Immersive endpoint equipment Level 1 support and pass through tomaintenance provider (if non-BT Maintenance Provider) Reporting - Online reporting Consistent service delivery across all major manufacturers (supportedproducts) Network Troubleshooting - work with Network provider and manage ticketthrough to resolution (requires Letter of Agency if non-BT network) Remote Equipment Monitoring - Proactive monitoring and response to systemfaults Single Point of Contact - Management of all conference impacting issues Administrative Management of Endpoints Manage configuration of endpoints(Requires BT Maintenance Contract) Communications Programs - Training and adoption programs Engage Tracker and Business Reviews Account Support - Operations Manual, On boarding Endpoint Certification - Quality assurance & acceptance for coverage In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 11 of 38

BT Helpdesk services that provide technical expertise single point of contact - operational support to manage sub-vendors and supportorganisations BT Conferencing will provide a single point of contact to support videomeetings as an end-to-end application ticket management: manage conference affecting room-related issues manufacturer: facilitate delivery of parts replacement and coordinate dispatch ofon-site support network service providers: coordinate activities of service providers and/or ITsupport staff to resolve network and/or equipment issues third party providers: support will be provided in accordance with terms defined byunderlying client service contracts in place unsupported devices: solution components that don’t have support contracts inplace are not covered and these issues will be referred back to the Customer on-sitecontacts.Administrative Management of Endpoints remotely manage software configuration of in-room devices: includes softwareconfiguration of devices located in video rooms other in-room devices: ancillary devices, including auxiliary displays, doc cameras,etc can be supported if the device can be managed using standard tools, and isapproved for support remotely manage software upgrades: remotely manage software upgrades to inroom devices where BT Conferencing manages the maintenance contract. This willbe conducted in accordance with Change Control process asset management: maintain a database of manufacturer, model, serial number andsoftware level for all managed devices.In Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 12 of 38

1.8.Remote Equipment Monitoring (Option):Remote Equipment Monitoring (REM) OptionBT may provide REM to all Codec’s within the Customer’s network subscribing to themanaged services. REM will provide the following service: proactive equipment monitoring: BT will monitor devices 24x7x365 by polling theequipment every 5 minutes when no calls are scheduled (as recorded in BT Engage),and every 30 seconds during an active call alerts: when devices become inoperable and cannot support video conferences, anemail notification is sent to BT Conferencing technicians and a ticket is automaticallycreated monitored devices: BT Conferencing will monitor the status of certified devices24x7x365 proactive technical response: once the BT Helpdesk receives an alert, a ticket isautomatically opened and the Helpdesk will begin troubleshooting the issue oftenbefore the Customer has been made aware of the issue.Alert Levels and Event ManagementEach Device Status is associated with an alert level of: red yellow - describing a caution situation for the device green - showing normal operation of the device.- indicating serious problems with a deviceIn Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 13 of 38

Example Alerts and conditionsTable 2: Example Alerts and conditionsWhat happened on a device?DeviceCategorySpecificDeviceAll REM Devices Polycom OtherAll CodecsHDX6000REM status for this conditionObserved ConditionREM StatusAlertLevelEmailAlertTicketingREM for this device is beingestablished.InitialisingYellowNoNoThe RDM managing this device isnot respondingRDM LossRedYesNoLack of network connectivitybetween RDM and deviceConnectionLossYellowYesYesNetwork connectivity from RDMto device but no ability to control.ControlLossRedYesYesThis device has never in its historyhad a “good” status for 2 minutesor more.Not REMCertifiedRedYesYesSuccessfully monitored, not in acall and not reporting any issuesReadyGreenNoNoSigns of incoming or outgoing callbut not yet in a callCallTransitionGreenNoNoIn a callIn CallGreenNoNoIn a call, has ISDN, and ISDN is notfully upIn Call ISDNLossYellowYesYesDisplay LossMinorAlarm / InCall AlarmRedYellowYesYesCamera LossMinorAlarm / InCall AlarmRedYellowYesYesCCM Registration StatusMinorAlarm / InCall AlarmRedYellowYesYesPhone LossMinorAlarm / InCall AlarmRedYellowYesYesIn a call and having “excessive”packet lossIn CallAlarmYellowYesYesCPU BusyMajorAlarmRedYesYesRebooted in last 30 minMajorAlarmRedYesYesCall Manager service not T CloudDevicesResulting actionstakenIn Commercial ConfidenceCrown Commercial Service - G Cloud 11Issue1: 20th May 2019 British Telecommunications plc 2019Page 14 of 38

1.9.Endpoint Connect – Point to Point Calls:BT enables connection between two sites without a video bridge managing the connection.This capability, called Endpoint Connect, is scheduled and launched from BT Engage MeetingManager. BT systems remotely control video Endpoint A which then initiates a connectiondirectly to Video Endpoint B. Endpoint Connect is a Self-Service only capability with noconference producer assistance or in-call monitoring. Since the P2P conference is scheduledwith Engage Meeting Manager and registered within Onward (BT ConferencingManagement Platform) the conference is reportable via BT Conferencing’s online reportsAdministrative Information: During the onboarding process, Customers will be required tocomplete a site registration form for each subscribed site. Basic information regarding thesite, such as the geographic location and site owner contact information, will be required.Technical details, including but not limited to endpoint type, software version, and dialaddress(es) will be gathered and entered into Onward, BT’s Video internal database.Information regarding the details entered into Onward will be

conference. Conference producers are always available by calling into BT Conferencing Support as detailed on conference confirmations. The role of a BT Conference Producer may include: greet each site individually confirm the quality of audio or video conne