Wavenet

Direct Routing

Wavenet Direct Routing for Microsoft Teams is a cloud managed service that provides the PSTN integration for Microsoft Teams to enable you to make and receive calls with external landlines and mobiles.

Features

• Resilient data centre provision at core of the Wavenet network
• Gamma SIP trunks in high availability HA mode
• Redundant AudioCodes Session Border Controllers
• The platform is secured with high availability (HA) firewalls
• Licensed on per-user per month basis with two service options
• Inclusive UK national and mobile calls (subject to fair usage)
• Real-time and historic reporting on key metrics

Benefits

• You don’t need advanced in-house IT skills
• Self-service portal that reduces ongoing setup and administration effort
• Network readiness assessment
• Number ordering and porting
• Dial plan configuration
• Integration with legacy analogue systems
• Call groups, queue design, IVR design and implementation

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector@wavenet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

832200117890959

Contact

Joe Ewins
0333 234 0011
publicsector@wavenet.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Microsoft Office 365
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Occasional planned maintenance outside of working hours, no disruption to the customer. Wavenet will ensure that there is no client downtime, and any maintenance will be communicated well in advance.
• System requirements:
  • Microsoft Licences
  • Microsoft Phone System
  • Microsoft Enabled Device
  • Microsoft Enabled Browser

User support

• Email or online ticketing support: Yes
• Support response times: The UK-based Technical Support team at Wavenet has a target response time to Critical and High priority issues within 30-minutes and to Medium and Low priority issues within one hour. Customer and technical support teams operate during core business hours, Monday to Friday from 08:00 to 18:30, for handling emails and phone calls. Customers on the 24x7x365-day support list will receive assistance beyond these hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard Care; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the Working; Hours Mon to Fri, 09:00 - 17:00 hrs, excluding UK Public/Bank holiday and is based on the SLA Priority Response table.; ; Enhanced Care; Supported Mon to Fri 08:00 - 20:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the hours Mon; to Fri 08:00 - 20:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.; ; Flex Care; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to requests for Incident support received during Working Hours; of Mon to Fri 09:00 - 17:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Upon signing the contract, services are provisioned, an account created, and your administrator will be provided with access instructions and credentials. Our Project Services teams will collaborate with you to facilitate the adoption of our service, providing guidance and training for setup, configuration, and efficient use. They adhere to PMI methodology and PRINCE2 principles where necessary, ensuring a structured approach from contract signing to transition to our Support teams. The onboarding process, guided by the Project Services team, implements project lifecycle processes and governance throughout.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: This would be the responsibility of the end user to extract any data required prior to end of contract data. If for any reason there is a need for assistance or critical data required to be extracted then Wavenet can be contacted to advise and assist where possible.
• End-of-contract process: Upon contractual date end if there is no commercial or business agreement to retain the data or solution then the solution will become defunct and data will be lost. If data is to be kept, extracted or service needs to remain then additional commercial costs will need to be agreed.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Direct Routing solution for Microsoft Teams will work seamlessly on any Teams enabled device, including Mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: Wavenet Direct Routing is native to Teams, so users will be able to make calls through their Microsoft Teams client on any Teams enabled device.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Not known
• API: No
• Customisation available: Yes
• Description of customisation: Wavenet will customise the solution to meet the customers’ specific needs. Wavenet provides Network readiness assessment, Number ordering and porting, Dial plan configuration, Integration with legacy analogue systems, Call groups, queue design, IVR design and implementation.

Scaling

• Independence of resources: The AudioCodes platform is intelligently monitored by the OVOC service for resource preventing degradation of service for any single or multiple user on the platform.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported in various ways and is dependant on the type of data that needs exporting as a the format could change from a .wav file for a call recording or csv file for user information.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: The Cloud service operates from secure UK data centre locations and the equipment is only accessible by Wavenet technical personnel. All customer data resides within the Wavenet managed environment and no data is transferred outside of this environment. We operate a robust data protection policy and retain customer data for the minimum amount of time necessary to deliver the service.

Availability and resilience

• Guaranteed availability: We offer a 99.99% uptime SLA
• Approach to resilience: The service is delivered from Wavenet data centres using resilient Session Border Controllers (SBCs) with direct links to Gamma for SIP. Wavenet host a resilient pair of AudioCodes Session Border Controllers (SBCs). These are firewall protected and have direct links to Gamma for SIP and then, over the Internet, to Microsoft and the Microsoft Teams environment. This means that you don’t need to have your own dedicated SBCs.
• Outage reporting: We have a process to communicate with customers in the event of a major service outage and provide a Reason for Outage report. This is based through emails from the support team. Once an outage is noted then regular hourly emails are sent detailing progress to resolution.; We operate a real time network monitoring tool that allows us to see in real - time any issues on our network.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Wavenet maintains stringent access controls by assigning unique user IDs with robust passwords, adhering to the latest NIST guidelines. Access by Wavenet employees is meticulously logged, including IP addresses, and is under constant monitoring by both IT and Security Information Event Management teams.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Wavenet is an ISO27001 certified company and we adhere to the standard, we are audited on this standard annually, Wavenet is also a CE+ certified company
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wavenet conform to ISO2000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Wavenet conform to and follow the NIST standard and ISO27002
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have continual monitoring with EDR solution feeding into a SIEM that is monitored 24/7 that is monitored by SOC
• Incident management type: Supplier-defined controls
• Incident management approach: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: Thursday 18 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: United Registrar of Systems
• ISO 9001 accreditation date: Monday 12 August 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 39aabf05-4ab8-4ee7-adcd-3318af1f9d2f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6cc5c85d-03f1-446c-9e9d-7338dfb9f0ce
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector@wavenet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.