Telephony and Unified Communications
Overview
Your phone system should not be complicated. You need to make calls, take calls, and collaborate with your team. That is it.
But traditional phone systems tie you to physical desk phones and complicated hardware. When your team works remotely, they cannot use the office phone. When you need to add users, you are calling engineers to install more lines. When something breaks, you are stuck waiting for repairs.
Cloud telephony changes that - your phone system runs in the cloud. Desk phones, softphones on laptops, and mobile apps all work together. You can add new users in minutes, let your team work from anywhere, and pay per user, not per physical line.
At Dark Knight, we implement and manage cloud phone systems using Webex - Cisco's enterprise-grade unified communications platform. We handle the technical setup, administer your system, and support your users. You get reliable business calling without the complexity of traditional phone systems.
Cloud Telephony
Cloud telephony means your phone system lives in the cloud, not in a box under someone's desk. This gives you flexibility that traditional systems cannot match.
Our cloud telephony service is built on Webex calling via Gamma - a platform that delivers enterprise features at small business prices.
What you get:
- ●Cloud-based phone system accessible from desk phones, computers, and mobile devices
- ●Standard business calling features (hold, transfer, voicemail, call queues, auto-attendant)
- ●Geographic and non-geographic numbers (01, 02, 03, 0800, etc.)
- ●Scalability - you can add or remove users as your team grows or changes
- ●Disaster recovery built in - if your office internet goes down, calls route to mobiles automatically
The phone system runs on Gamma's UK-based infrastructure. We configure it for your business, integrate it with your existing setup, and manage it ongoing.
Licences are billed separately based on number of users.
Unified Communications
Calling is just one part of modern business communication. You also need messaging, video meetings, screen sharing, and file collaboration.
Unified communications means bringing all these tools together in one platform.
Webex unified communications combines:
- ●Voice calling (desk phones and softphones)
- ●Video meetings and conferencing
- ●Team messaging and chat
- ●Screen sharing and collaboration
- ●Presence (see who is available, busy, or in a meeting)
- ●Integration with Microsoft 365 and other business tools
Your team does not need to juggle multiple apps. It is all in Webex. This is particularly valuable for hybrid and remote teams - everyone has the same communication tools regardless of where they are working.
We configure Webex to match how your team actually works, train your users, and provide ongoing support as your needs change.
Telephony Administration
Phone systems need ongoing administration. New users need setting up, numbers need routing, call queues need adjusting, and auto-attendant greetings need updating. Someone has to do this work.
We do it for you.
What is included:
- ●User provisioning: Setting up new users with correct permissions, phone numbers, and calling features
- ●Number management: Adding, removing, or porting phone numbers as your business needs change
- ●Feature configuration: Setting up call groups, hunt groups, auto-attendants, and call routing rules
- ●Ongoing changes: Adjusting settings as your team or workflows change
This is included as part of your managed service. You do not pay separately for each admin change.
When you need something changed, you contact us. We make the change in the Webex admin portal, and it is live within minutes.
Device Configuration
Cloud telephony works with multiple device types, and each needs configuring properly to work with your Webex system.
We handle device configuration for you.
Desk Phones
Physical desk phones are still useful for reception desks, meeting rooms, and users who make lots of calls. We support Cisco desk phones and other Webex-compatible models.
What we do:
- ●Select appropriate phone models for each user type
- ●Configure phones with correct user accounts and settings
- ●Deploy phones pre-configured (plug in, they work)
- ●Provide training on phone features
- ●Troubleshoot issues and replace faulty hardware
Desk phone hardware is billed separately - you own the phones.
Softphones
Softphones are software applications that turn your computer into a phone. Useful for users who work on laptops or do not want a physical desk phone.
What we do:
- ●Install and configure Webex app on Windows, macOS, or Linux
- ●Set up headsets and audio devices
- ●Configure call handling preferences
- ●Train users on softphone features
Mobile Apps
The Webex mobile app lets users make and receive business calls from their mobile phones, using their business number, not their personal number.
What we do:
- ●Configure mobile app with business calling features
- ●Set up mobile call handling (simultaneous ring, mobile-first, etc.)
- ●Ensure integration with desk phone and softphone
- ●Train users on mobile features
All device types work together. A call can ring your desk phone, softphone, and mobile simultaneously. You can answer on whichever device is convenient, and transfer calls between devices mid-conversation.
