☎️ Suite of Unified Communications as a Service Solutions

(UC / UCaaS) — Secure, Clear, and Proved

Unified Communications (UC) brings calling, meetings, messaging, presence, and collaboration into one experience.
Unified Communications as a Service (UCaaS) (spelled “U-C-A-A-S”) delivers that experience from the cloud—with elastic scale, global reach, and rapid innovation.

SolveForce assembles UC/UCaaS as a complete system: carrier-grade PSTN access, identity-first security, QoS-engineered networks, compliance-ready recording and redaction, and audit-grade evidence that shows every call, change, and test.

Related solution pages you can jump to:

🎯 What You Get (end-to-end UC/UCaaS)

  • Cloud calling & PBX features: numbers (DIDs/toll-free), LNP (porting), hunt groups, auto attendants, calling plans or SIP trunks via SBCs.
  • Meetings & messaging: HD video, screenshare, whiteboard, persistent chat, presence, guest links.
  • Devices & clients: softphones, mobile apps, certified desk phones, room systems, headsets—zero-touch enrolled.
  • Global dial: multi-region POPs, local numbers, emergency services compliance (E911/NG911), lawful intercept posture where applicable.
  • Interoperability: Microsoft Teams / Zoom direct routing, CRM/ITSM screen-pop, calendar presence, identity sync.
  • Security by design: TLS/SRTP, STIR/SHAKEN, ZTNA for admin, NAC/EDR for endpoints, SASE for roaming.
  • Compliance controls: recording with pause/resume, PCI redaction, HIPAA-aware encryption & retention, consent prompts, legal hold.
  • Observability & proof: MOS/jitter/latency dashboards, call detail records, SBC/SIP traces, configuration diffs—exportable to SIEM/SOAR.

🧭 Reference Architecture (how the pieces fit)

1) Identity & Directory
SSO/MFA federation for users and admins (group-based entitlements), SCIM provisioning for licenses, RBAC/ABAC for UC roles.
→ See /iam • /identity-lifecycle

2) Network rails & QoS
LAN Wi-Fi with 802.1X, QoS markings end-to-end, and SD-WAN packet duplication/FEC for voice/video; Internet DIA + LTE/5G tertiary; optional wavelength/DCI between sites.
→ /lan • /sd-wan • /wavelength

3) SBC & PSTN edge
Session Border Controllers terminate SIP trunking, perform topology hiding, media anchoring, codec negotiation, STIR/SHAKEN attestation, and E911/NG911 routing with dispatchable locations.
→ /sip-trunking

4) UCaaS control plane
Cloud PBX/meeting/messaging services with geo-redundant regions and elastic scale; survivability for branches (SBC local call routing).

5) Security & compliance layer
ZTNA for admin consoles, SASE for web traffic, NAC on ports, TLS/SRTP media, WAF/Bot for portals, DLP for transcripts/recordings, consent & retention policies.
→ /ztna • /sase • /nac • /waf • /dlp

6) Observability & evidence
Quality analytics (MOS, jitter, latency, PDD), call traces, error causes, license usage, policy diffs, and E911 test logs flow to /siem-soar; vendor escalations coordinated by the /noc.

🔐 Security & Compliance (baked in)

  • Transport confidentiality: TLS for signaling, SRTP for media; cipher suites aligned with modern guidance.
  • Caller trust: STIR/SHAKEN to combat spoofing; inbound analytics to filter fraud/robocalls.
  • Access control: ZTNA for admin tasks; device posture (MDM/UEM + EDR) before client access; NAC at ports.
  • Payments & PHI: PCI redaction/tokenization (pause/resume, DTMF masking), HIPAA BAAs, encryption at rest/in transit, privileged recording access via PAM.
  • Records: lawful retention, legal holds, labeling, and export workflows; privacy consent prompts for specific geos/workflows.

Compliance overlays available: PCI DSS → /pci-dss • HIPAA → /hipaa • SOC 2 / ISO → /soc2 • NIST/FedRAMP (adjacent) → /nist • /fedramp

📞 Numbers, Porting & E911/NG911

  • Number lifecycle: inventory, assignment, recycling with quarantine; vanity & toll-free options.
  • LNP: clean CSR capture, FOC scheduling, parallel ring during cutover; evidence attached to change tickets.
  • E911/NG911: dispatchable locations for fixed and nomadic devices, test-call runbooks per site, address validation, and proof logs archived.

⚙️ Engineering Voice Quality (so it sounds right)

  • QoS classes: EF for RTP, AF for signaling, BE for bulk.
  • Wi-Fi: airtime fairness, roaming optimization, multicast to unicast conversion, minimum data rates; site surveys for density.
  • SD-WAN: packet duplication for voice, FEC for video, intelligent brownout steering, Anycast meeting ingress.
  • Codec strategy: Opus/G.722 wideband preferred; fallback to G.711; transcode only at SBCs when necessary.

🔁 Integrations that Matter

  • Microsoft Teams / Zoom: Direct Routing/Operator Connect; presence sync; meeting rooms; calendar & directory integration.
  • CRM/ITSM/ERP: screen-pop, click-to-dial, case linking, call outcome dispositioning; webhooks for events.
  • Contact Center (CCaaS): skills, queues, IVR/IVA; warm transfer, shared analytics, and unified reporting where useful.
    → See /ccaas

🧰 Solution Bundles (choose your fit)

A) UC Core (Cloud PBX + Meetings + Messaging)

  • Cloud calling, auto attendants, hunt groups, softphones/mobile/desk phones, meeting collaboration, presence, voicemail-to-text; numbers and E911 onboarding.

B) Teams / Zoom Direct Routing

  • SBC deployment, PSTN handoff, routing policies, survivability, STIR/SHAKEN, QoS, identity federation; room systems and conference devices.

C) Multi-Region Global UC

  • Country-specific numbering, regulatory compliance, local media anchors, time-zone aware attendants, translation/captions, global E911/NG911 equivalents.

D) Regulated Communications (PCI / HIPAA)

  • Call recording with pause/resume and DTMF masking, tokenization, encrypted storage, retention & legal hold, consent prompts, role-based playback.
    → /pci-dss • /hipaa

E) Branch Resilience Pack

  • Dual underlays (DIA + LTE/5G; satellite tertiary), SD-WAN packet duplication, SBC local routing, power/UPS runbooks; periodic failover drills with artifacts.
    → /sd-wan • /satellite-internet

F) UC + CCaaS Synergy

  • Unified tenant for workforce, shared SBCs, analytics across queues and knowledge, PCI-safe redaction for contact flows, AI agent-assist.
    → /ccaas

📐 SLO Guardrails (quality & trust you can measure)

DomainKPI / SLO (p95 unless noted)Target (Recommended)
Voice qualityMOS (wideband)≥ 4.1
Call setupPost-Dial Delay (local / long-haul)≤ 1–2 s / ≤ 2–4 s
JitterOne-way≤ 20–30 ms
LossSustained packet loss< 0.2–0.5%
SD-WAN resilienceBrownout steer time≤ 1–3 s
SurvivabilityBranch PSTN failover≤ 30–120 s (design-dependent)
E911/NG911Quarterly test completion= 100% of in-scope sites
SecurityZTNA attach (admin)≤ 1–3 s
TrustSTIR/SHAKEN pass-rate (outbound)≥ 98–99%
EvidenceCDRs/config diffs to SIEM≤ 60–120 s

When an SLO slips, SOAR raises a ticket and runs guarded playbooks (reroute, packet-dup enable, codec shift, SBC policy rollback), recording who/what/when/why.
→ Evidence flows into /siem-soar; supplier escalations run through the /noc.

✅ Acceptance Tests & Artifacts (we keep the receipts)

  • Quality: synthetic calls with MOS/Jitter/Loss, meeting join time, call setup time.
  • Network: QoS verification, DSCP preservation, SD-WAN packet-dup/FEC tests, path failover drills.
  • Security: TLS/SRTP cipher checks, STIR/SHAKEN attestation/verification, ZTNA admin access proof.
  • E911: test-call screenshots & recordings per site with dispatch confirmation.
  • Compliance: PCI redaction test scripts, HIPAA recording access controls, retention & legal hold proofs.
  • Change: SBC/tenant config diffs (before/after), number port FOC records.
    All evidence is archived and exportable to auditors and QBRs.

🛠️ Implementation Blueprint (no-surprise rollout)

1) Discovery — users/sites/devices, current carriers & numbers, compliance overlays, change windows.
2) Design — dial plan, numbering, auto attendants, SBC & SIP routing, QoS, identity, recording, retention.
3) Build — tenant/SBC config, device enrollments, SD-WAN policies, E911 mapping, integrations (Teams/Zoom/CRM).
4) Test — acceptance tests (quality, survivability, E911, security); fix and re-test until green.
5) Cutover — phased LNP (by site/queue), parallel ring where feasible; executive bridge & real-time dashboards.
6) Operate — monthly SLO/QBR review; supplier scorecards; capacity & cost; roadmap tracked in Knowledge Hub.
→ Supporting pages: /hosted-voice • /sip-trunking • /sd-wan • /siem-soar

📝 UC/UCaaS Intake (copy/paste and fill)

  • Users & sites: headcount by location; remote %; room systems
  • Numbers: current carriers, DIDs/toll-free inventory, desired port windows
  • Call flows: auto attendants, queues, languages, business hours/holidays
  • Compliance: PCI redaction, HIPAA retention, consent prompts, legal holds
  • Devices: desk phones, headsets, room kits; preferred vendors
  • Network: DIA speeds, LTE/5G backups, SD-WAN vendor/policies, Wi-Fi density notes
  • Security: IdP/SSO/MFA, ZTNA admin scope, NAC posture, WAF for portals
  • Integrations: Teams/Zoom, CRM/ITSM, calendar, directory
  • Operations: managed vs co-managed, reporting cadence, escalation matrix

We’ll return a design-to-quote with architecture, supplier options, SLO-mapped pricing, compliance overlays, and an evidence plan you can reuse in audits and QBRs.

📞 Ready to modernize UC/UCaaS?

From cloud PBX to global dial, from Teams/Zoom interop to PCI/HIPAA controls, we make communications clear, secure, resilient—and provable.