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Arrow Business Communications Limited

SIP

Arrow partner with Gamma, the UK's leading IP telephony/VoIP service, utilising SIP protocol. This provides quality inbound and outbound voice calls. Gamma SIP, compatible with the majority of iPABX/SBCs (including Microsoft Teams/Skype and Cisco), delivers enhanced cloud features including; automatic fail-over, flexible SIP channels and inbound call control.

Features

  • Keep your existing telephone numbers
  • Built-in Business Continuity as standard
  • Protect yourself from Fraud with in-built tools
  • Work's with existing IP Telephony Systems
  • Inclusive call bundles
  • Optional inbound call control on your telephone numbers
  • Carrier-grade core network
  • Ability to increase call capacity quickly and easily
  • Optional PCI compliant payment handling service
  • Business Continuity as standard– Active/Standby, Loadshare or Resilient mesh

Benefits

  • Full control of outbound call presentation regardless of location
  • Keep numbers important to your business regardless of any relocation
  • Protect from on-site failures with network divert on DDI basis
  • Guard against fraudulent calls
  • Vast choice of compatible IP Telephony systems
  • Value for money and reduce bill shock
  • Improved resilience across the entire estate
  • Simplified architecture using data infrastructure
  • Pay for channels you need, when you need them
  • Achieve PCI compliance cost effectively

Pricing

£6.00 a user a month

  • Free trial available

Service documents

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 gcloud@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

1 0 6 5 5 5 6 8 7 5 6 0 9 3 9

Contact

Arrow Business Communications Limited John Loftus
Telephone: 07545 929225
Email: gcloud@aro.tech

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
Gamma's Inbound Service, Cloud Based or Hosted PBXs, Session Border Controllers
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
As a VoIP service, calls to 999 via SIP trunks may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.
In such circumstances the customer should use their PSTN line or mobile to make the emergency call.
System requirements
  • Conformance tested PABX (Confirm with Arrow)
  • Compatible Session Border Controller (Confirm with Arrow)
  • Appropriately sized data access
  • IP Address Authentication
  • Sufficient SIP Licences on PABX

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our standard response time is four working hours Monday-Friday 8-6pm. We can supply bespoke SLA agreements.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
There is a web-chat icon on each page of the support section in our web-site. Tawk.to supports WCAG 2.0 guidelines
Web chat accessibility testing
None Completed to Date
Onsite support
Yes, at extra cost
Support levels
Arrow provides a core level of support which in included with the contract. Additional bespoke support levels are available upon request at an additional monthly service fee. Any incident (an unplanned interruption to a service) can be logged by the customer with Arrow’s Service Desk. Arrow will respond to and resolve remotely any incident or issue that is impacting the customer’s supported scope using our cloud support engineers. A service change (something which represents a minor change to the supported scope where there is a risk of impact on the service) may be subject to additional charges depending on the scope of the change and will also be managed by our cloud support engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
An Account Manager and pre-sales consultant will work with you to identify the correct service specification and configuration. If required we will attend site to conduct site surveys, demonstrations and audits. Once our proposal has been accepted and our Cloud Telephony service contract signed, the project is added to our internal task system. Each new customer project is allocated to a Prince 2 qualified Project Manager who assumes overall responsibility for the project. The Project Manager will communicate with the customer by phone, e-mail, video or in person. A Project Initiation Document is issued once we have gathered all required information. A meeting to discuss all aspects of the phone service configuration is held with
the customer. The service configuration agreement is written up and issued to the customer. The Project Manager will liaise with the Cloud IP Engineering team to
manage the necessary technical resources. The PM will also manage the process of porting numbers in to the Arrow network. The assigned Cloud IP Engineer will configure the service and attend
site to carry out the deployment. Where the customer specifies on-site training, a qualified trainer will attend site to provide the necessary instruction.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
The customer via the relevant service portals can extract all historical call detail and call recording information held.
End-of-contract process
Once terminated, Arrow technical staff will de-commission the customer’s service ensuring all database information, call recording and analytics data are permanently deleted. Services included in the price of the contract will be monthly rental charges and any hardware or professional services which were agreed at the beginning of the contract period. Additional costs may be for incremental licences.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There is a bolt on App that can be added as an option to SIP Trunk Call Manager. Upon successful download from the relevant app store, the user is able to log in to access a subset of SIP Trunk Call Manager Functionality as available at: www.siptrunkcallmanager.co.uk. The user has access to edit
components of call routing for numbers provisioned on this service and in accordance with their user permissions.
Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke
pre-configured call plan. Key reporting statistics are also available including Performance graphs and call history.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
There is an optional bolt on - SIP Trunk Call Manager. Portal-based, the user is able to log in and has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions.
Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke
pre-configured call plan. Key reporting statistics are also available including Performance graphs and call history.
Accessibility standards
None or don’t know
Description of accessibility
Standard web-browser access with standard accessibility options associated with those web-browsers
Accessibility testing
None Completed to Date
API
No
Customisation available
Yes
Description of customisation
The design of the SIP service can be configured and customised for various designs (Active / Standby, Loadshare, Resilient+, Enhanced). Customer confirms design option during project kick-off and then built by Arrow.
The number of concurrent call channels required (subject to minimum number) can be customised subject to sufficient data bandwidth being available.
Whether existing customer DDI numbers are ported from other services. Determined by administrators.
Whether new DDI numbers are required for the service. These can be added by administrators of the service.
If individual call control is required per DDI this can be achieved through a web based customer portal using SIP Trunk Call Manager.
Where the option is taken, customer administrators can manage SIP Trunk Call Manager, a feature-rich, centralised inbound call management service via an easy-to-use web portal and App. The following are customisable:

Call Queuing Day
Time of Day Routing
Hunt Group
Voice Mail
Date Routing
Increased resilience
Announcement
Auto attendant
Set user access individually
Divert (on busy, on no reply, on failure)
Access to full call statistics
Advanced Statistics

Scaling

Independence of resources
Gamma undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that there is sufficient capacity and overhead to manage customer's requirements. Additionally there is weekly planning review on capacity management adjustments.
Each SIP customer's resource requirements are taken into account and sufficient network is allocated to them. Gamma also manage their network to spread traffic during very busy periods.

Analytics

Service usage metrics
Yes
Metrics types
SIP Trunk Call Manager service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Gamma Telecom

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Developed Vetting (DV)

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 3.0)
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
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
If using SIP Trunk Call Manager via a secure web-portal. Portal address to be provided by engineering upon commencement of the service. If not data can be exported via the Arrow Billing Portal or provided by Arrow upon request.
Data export formats
  • CSV
  • Other
Other data export formats
Excel
Data import formats
  • CSV
  • Other
Other data import formats
Excel

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
SIP trunk service availability is calculated as:
Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period
Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.
Availability Measurement Period: 1 Calendar month
Target availability for SIP Trunk Endpoint Resilient Build:
Core service: 99.99%
Non-Core Services: 99.50%
Not included:
- Outages which are deemed to be the result of matters outside of Arrow's direct control
- Planned or emergency maintenance works
- User error
Notes:
(1) Core functions are defined as Gamma Switching infrastructure, transmission equipment and
core network, the service that supports call routing and termination.
(2) Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
(3) A Resilient build SIP Trunking means a Gamma approved
configuration such as dual Session Border Controllers offering geographic diversity.
PESQ score target for G711 is 4.1 and G729 is 3.7
Approach to resilience
Gamma hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request
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.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Relevant only to SIP Trunk Call Manager services. Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
DNV Business Assurance UK Limited
ISO/IEC 27001 accreditation date
01 December 2023
What the ISO/IEC 27001 doesn’t cover
This certificate is valid for the following scope:

Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data) in accordance with the Statement of Applicability, version 1.0, plus Code of Practice ISO 27017:2015 on information security controls for cloud services and Code of Practice ISO 27018:2019 for protection of personally identifiable information (PII) in public clouds.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
NHS Data Security and Protection Toolkit. ODS Code: 8J121

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
NHS Information governance toolkit level 2
Cyber Essentials. Registration number QGCE2305.
Information security policies and processes
The Chief Executive Officer, along with the board, in partnership with the Head of IT is responsible for the approval of all of the IT policies and ensuring that they are discharged to the relevant managers. Arrow's Information Security Policy outlines our approach to information security as well as being a method to establish a set of tools to outline the responsibilities necessary to safeguard the security of the Company’s information systems with supporting policies, codes of practice, procedures and guidelines. The policy applies to all employees - current and new - of the Company as well as all other authorised users. The policy relates to the use of all Company-owned information system assets, to all privately owned systems when connected directly or indirectly to the Company’s network and to all Company-owned and or licensed software/data. Authorised members of the IT Department will from time to time monitor the information systems under their control to ensure compliance. This is supported by training during the Induction process for new employees and updates to existing staff as appropriate.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.
Change Management ensures changes to core infrastructure and services are performed and implemented correctly.
Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.
A risk and impact assessment is carried out for each change this involves detailing the assets under change.
The Change Advisory Board (CAB) has a representative from each impacted business area.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;
Each patch is assessed and deployed accordingly:
High - Urgently.
Medium - ASAP.
Low - as time permits.
Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Gamma utilises GPG 13 guidance. Gamma has built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Gamma has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

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 v3.0)

Public sector networks

Connection to public sector networks
Yes
Connected networks
Joint Academic Network (JANET)

Social Value

Social Value

Social Value

Wellbeing

Wellbeing

To help us drive wellbeing and engagement throughout Arrow, we have dedicated Wellness Champions at each of our key sites – these are voluntary roles and act as a central point of contact for advice and guidance around the mental health and wellbeing of our people. They also help to drive the promotion and organisation of various corporate social responsibility initiatives across Arrow further driving engagement. A dedicated Teams channel is used to communicate, share, and promote these activities. Each Champion has completed Mental Health First Aider training so that they are equipped with the necessary skills to fulfil this role. These courses run through MHFA England have also been attended by other members of the wider team. The engagement of our people is paramount at Arrow, and we track this closely, currently sitting at 89% this places us in the upper quartile of all benchmarked organisations. In addition to our 2 main annual surveys, we also track the wellbeing and resilience of our people as well as our eNPS score monthly to ensure we keep a close temperature check on how they are feeling. Our current eNPS score is 52% which places us in the top 25% of organisations in our industry.

Pricing

Price
£6.00 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Arrow can set up a test endpoint for a two week period in order to test the quality and useability.
Link to free trial
N/A

Service documents

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 gcloud@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.