Force communications systems 455/2026
FOI Reference: 455/2026
Request:
SECTION 1 — CORE TELEPHONY PLATFORM
Q1. What telephony platform(s) does the force currently use? (e.g. Avaya, Mitel, Cisco, Microsoft Teams, other — please name the product and version where known)
Q2. Are these systems hosted on-premise, in a private cloud, or in a public cloud environment?
Q3. Who is the primary supplier/integrator responsible for delivering and supporting the telephony platform?
Q4. When do the contracts expire (month and year)? and are there plans for a new tender
SECTION 2 — CONTACT CENTRE / 999 AND 101 HANDLING
Q5. What platform is used for your force contact operations centre (handling 999 and 101 calls)? (e.g. Avaya Aura Contact Centre, Genesys, NICE CXone, other)
Q6. What Session Border Controller (SBC) product is used to connect your SIP trunks to the public network? (e.g. Oracle/Acme Packet, Avaya SBCE, Cisco CUBE, AudioCodes)
Q7. What workforce management system is used (if any)?
Q8. What call recording system is in use within the contact centre? (e.g. NICE, Verint, Redbox etc)
SECTION 3 — UNIFIED COMMUNICATIONS AND WIDER INFRASTRUCTURE
Q9. Does the force use Microsoft Teams for internal communications? If so, is Teams also used for any telephony (Direct Routing or Operator Connect)?
Q10. What Integrated Communications Control System (ICCS) is in use in the force control room? (e.g. Frequentis, Zetron, other)
Q11. What is the procurement route used for telephony and communications contracts? (e.g. Crown Commercial Service framework, direct award, open tender, regional collaboration)
SECTION 4 — REFRESH AND PIPELINE
Q12. Are there any active or planned procurements for replacement or upgrade of the telephony or contact centre platform in the next 24 months?
Response 1:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Corporate – MS Teams
Some legacy Cisco IP phones left but in the process of being decommissioned.
Response 2:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
MS Teams – Azure public cloud
Legacy Cisco – on premise.
Response 3:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Microsoft & in house.
Cisco - in house supported but being decommissioned.
Response 4:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
31st March 2028 – yes.
Response 5:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Mitel Openscape.
Response 6:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Audiocodes.
Response 7:
I can confirm that Dyfed-Powys Police does not hold the information requested, due to it being not applicable.
Response 8:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Vault & Mitel Openscape recording.
Response 9:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Teams is used for internal & external comms via direct routing.
Response 10:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
Motorola Guardian.
Response 11:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
In force route – “Find a Tender”.
Response 12:
I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below.
No.
(This is a response under the Freedom of Information Act 2000 and disclosed on 20/05/2026)
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