With Telviva One’s real time business communications platform, expect significantly enhanced collaboration and productivity while delivering matchless customer experience, from anywhere on any device.
With Telviva One’s real time business communications platform, expect significantly enhanced collaboration and productivity while delivering matchless customer experience, from anywhere on any device.
Telviva One seamlessly integrates with your existing Enswitch PBX software provided by Integrics to deliver a totally synchronised internal and external business communications platform.
Fixed line and mobile voice, video, internal and external chat and social media channels, plus a website chat and queue management are all combined and perfectly synchronised on the one cloud-based platform. Telviva One also includes a mobile phone application, a personal web browser portal, instant messaging, website chat and queue management.
Telviva One’s ease of interoperability means you’ll be able to leverage the best available cloud solutions. The open APIs mean complete synchronisation with your business processes. And the scalability, up or down, means you can easily adapt the system to meet changing business circumstances.
A Reseller with an existing Enswitch system will use their own Enswitch system, not ours. A Reseller or Customer with an existing Matrix homeserver may use their own rather than ours. Telviva One comprises five dimensions that leverage the opensource projects of Matrix and Jitsi for our chat rooms and video meetings. Our Real Time Communications (RTC) proxies act as gateways converting between SIP/RTP and WebRTC/SRTP and interact with multiple Enswitch systems to provide voice calling capabilities via our web and mobile applications.
Our two SKUs, Telviva One Essential and Telviva One Premium, are served from AWS, leveraging their global reach, and can easily be engineered to integrate to your existing Enswitch platform. The business benefits to Enswitch owners are:
The personal web portal is a modern gateway to your Enswitch system and Telviva One extensions. With a built-in WebRTC phone client, your customers are linked via a responsive web interface to commonly used Enswitch features. You can:
Available | The user is available to accept calls and be dialled into a meeting. Inbound calls will ring on Telviva One and Telviva Mobile.
Busy | The user is on a call or in a meeting. Inbound calls will still ring on Telviva One and Telviva Mobile but at a more subtle and softer tone.
Not Available | The user is not available, inbound calls will not ring on Telviva One and Telviva Mobile. Do Not Disturb (DND)
In short, Telviva One turns your web browser into your home/office environment. Plus a host of other IMACS benefits that will be introduced soon.
Telviva Mobile is an application allowing users to make and receive calls from their mobile phones using Telviva. Telviva Mobile allows users to benefit from reduced call rates across all networks and international destinations and enables one to make and receive office phone calls on your mobile phone, ensuring users are always available.
Telviva Mobile fully integrates with various address books, your mobile phone address book, Google Contacts and Telviva Shared contacts included. Telviva Mobile turns your mobile phone into your home/office phone in an instant.
The following features are not yet available in Telviva Mobile but are on thedevelopment roadmap:
We have successfully integrated the Matrix Open Source Chat system into Telviva One providing your customers with a rich chat experience including. The following features are included:
The Telviva One premium product includes a video conferencing system where you can schedule and hold video meetings. Collaborate seamlessly from anywhere with video meetings. Telviva Meetings is powered by Jitsi and the following features are included:
With the Video Conferencing feature you can extend a mid-size boardroom for a full meeting room experience. The Poly Studio solution in conjunction with the Clickshare CX-20 offers a seamless user experience where the user can bring their own device and simply plug in the dongle to connect to a Telviva One virtual meeting room. The solution consists of:
Clickshare CX-20
Poly Studio
Telviva Engage is a real-time multi-channel service for contact centres or customer-facing teams. Elegantly designed, it integrates seamlessly with your web service and back-end systems.
Telviva Engage provides a multi-channel service, enabling instant messaging and voice for customer engagement via a web browser where chat context is securely passed into Touchpoint, which is displayed to the agent and to the transcript.
The all-in-one communication platform provides the following features and functionality in each package, refer to the Telviva One Essentials and Premium table below:
Currently, the service is supported from the AWS infrastructure and delivered as an over the top service. This image will give a better idea on how the high level architecture works.
Telviva One consists of various components:
Voice Fabric (RTC servers)
Jitsi Video Bridge
Matrix Chat Server
White labelling
Telviva One and Telviva Mobile can be white labelled with the Enswitch owner’s own branding (logo & colour scheme). The branding can be applied to:
Once off branding actions will include:
The monthly white labelling management support will include:
How do we plug your Enswitch into Telviva One?
During the initial configuration, the Enswitch owner can choose custom names for the different license packages if required, in Telviva’s case the packages are Essentials and Premium. Telviva will configure the packages and update the naming convention if required.
Customer activation
The Reseller will have the functionality to provision the different packages to their customer. The customer will have the functionality to allocate the licenses to the users.
Currently, this will be provisioned by the Telviva Team until the development is complete.
Telviva will release the mobile apps on the App Stores and manage version control & bug fix releases in-line with the main Telviva Mobile app, ie. when a new Telviva Mobile app version is released through Google Play & Apple App stores, your white-label version will also automatically be released.
The Reseller will have an overview of their customers and within each customer how many licenses are allocated. It will provide a total/ summary of the active licenses and within the customer which users the active licenses belong to. There will be an export function in order to export the information out of Telviva One.
This view will be dependent on the user roles and who will have access to this. The image below shows what the setup would look like:
Currently, this is still in development. But rest assured, Telviva will provide reporting on current usage of licenses as required by the Enswitch owner.
For the call charges, the Enswitch CDRs need to be used for calculating the billing. For the licensing, Telviva has their own license module to determine the billing. This will be billed separately, if there’s a demand for fees for features, it will be treated case by case.
Creating a new user needs to be done in the Enswitch interface. Telviva One will list all the users from the Enswitch system (refer to section 6 Billing & Rate Sheets). Licenses can be allocated to users from the Telviva One Admin interface.
Changes in users need to be done in the Enswitch environment as well as the allocation of a new user.
Admin users will receive email alerts once a certain percentage of licenses have been reached and before the Enswitch owner will move into the next billing category.
The table below shows the roles and responsibilities for Telviva and the Enswitch owner. Enswitch owners will be responsible to support any other factors that are not listed in the table below.
Telviva will make ourselves a customer on the client for support purposes.
For added support and to assist and resolve errors and bug fixes efficiently, we at Telviva will take on the guise of a customer as soon as any glitch is reported to us by the Enswitch owner. The process to log these types of requests need to be defined and which service framework will apply.
The agreement has a detailed version of the roles and responsibilities and how to log the support requests.
The Reseller legal terms and regulatory compliance are detailed in the Reseller agreement.
In respect of GDPR the following general principles apply:
Calls are encrypted from the end user to the RTC proxy and conform to the RFC. Herewith the link to the document for more information.
https://datatracker.ietf.org/doc/html/rfc8827
Telviva One and all data relating to the users is hosted in AWS which is secure. Please refer to this link for more information on AWS security. The responsibilities are listed and Telviva follows best practices for the remaining components.
AWS Security Model
Once an Enswitch owner is set up, handover and training will be provided by the Telviva Team. This will be a virtual training session to ensure the Enswitch owner understands all the different components of Telviva One and how to use and manage it going forward. As each component is tested and trained on, it will be signed off in the handover/ user acceptance process. The following components will be covered in the training and hand over:
Cloud Business Phone
Feature-Rich Cloud PBX
Fixed Line Extension
Mobile Application
Laptop / Desktop Application
Webphone
Telviva One Portal
In and Outbound Calls
Transfers
User Friendly Dashboard
Voicemail
Call History
Manage DND
Contacts Management
Cloud Integrations
Google & Microsoft Contacts
Google & Microsoft Calendar
Website Chat & Audio
CRM Connector*
Call Recording*
Expense Management*
Messaging on Hold*
Voice Biometrics*
Chatbots*
Collaboration
1:1 Chat
Create Group Chats
Video Conferencing Meetings
Screen Sharing
Raise Hand
Shareable Whiteboard
Active Speaker View
Host Controls
Telephone Line Participant (PSTN)
Up to 25 Participants Per Meeting
80 Participant Hours of Conferencing Per User (Aggregated)
Video Conferencing Recording*
Boardroom**
Telviva One Essentials
Telviva One Premium