Telefonica UK Limited

IP Voice (SIP Trunking) and SecurePay from Virgin Media O2 Business

SIP Trunking enables a Buyer to make and receive voice calls from compatible soft clients over an IP network such as the Internet or WAN.
SecurePay provides Buyer’s with a means to protect the retail end customers’ credit or debit card data during telephone payment transactions.

Features

• Channels and Trunks
• Call Routing
• Call diverts
• Anonymous call reject
• Incoming /outbound call barring
• Number management
• New numbers
• Ported numbers
• Calling Line Identity (CLI)
• Calling Line Identity Restriction CLIR)

Benefits

• Highly resilience, reliable, cost effective SIP trunking service
• Multiple levels of resilience
• Support for common telephony features
• Interopoerate with key IPT systems
• UK wide coverage with number ranges

£9.50 an instance a month

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 publicprocurement@virginmediao2.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

148996628816627

Contact

Steve Smith
07834 571216
publicprocurement@virginmediao2.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: SecurePay can only be provided with SIP Trunking service.
• System requirements:
  • Approved session border controllers (SBCs)
  • IPVPN or Direct Internet Access procured from the Supplier
  • SBCs to be configured to provided configuration guides

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Target restoration times; ; P1 fault 6 working hours; P2 - 10 working hours ; P3 - 1.5 working days ; P4 - 3.5 working days
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Dependent upon the implementation plan, we will work closely with the customer to ensure onboarding is completed successfully. ; This is agreed prior to commencement of deployment.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Not applicable
• End-of-contract process: Customer will be required to port out their numbers before the service is ceased. There may be additional costs if there are delays in porting out.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customer has option to choose different channel types as listed in the Service Description document. ; Customer can choose connectivity type between IPVPN or DIA.

Scaling

• Independence of resources: The service is scaled according to individual customer requirements. The platform has sufficient capacity to manage demand, with regular reviews.; Therefore there will no impact from demand of other users.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: BT Wholesale

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: NA. There is nothing to export.
• Data export formats: Other
• Data import formats: Other
• Other data import formats: NA

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: Other
• Other protection within supplier network: The platform is highly secure, adhering to appropriate UK security standards required for SIP trunking services.

Availability and resilience

• Guaranteed availability: We will make the platform available according to an SLA of 99.987% .
• Approach to resilience: All SIP Trunks are provisioned with platform side resilience as standard. This means for each Trunk, two SIP platform IP addresses are provided for the two geo resilient PoPs on which the Trunk has been configured. PBXs that support resilience should be configured with both IP addresses. ; SIP Trunks are grouped into Trunk Groups. A Trunk Group may contain a single Trunk or multiple Trunks where customer side resilience is required. ; An Active/Standby or load balancing configuration can then be selected for call distribution between the Trunks in the Trunk Group.
• Outage reporting: BTW will provide notification of outages and other planned works scheduled on the platform, this should then be onward managed to the Buyer via the Supplier's process.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: NA
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: BSI
• ISO/IEC 27001 accreditation date: 23/01/2022
• What the ISO/IEC 27001 doesn’t cover: Certification covers the protection of all Buyer and employee information that is managed by the Supplier.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: BT has appropriate security policies and processes in place. ; We will ensure that the reporting structure is designed accordingly so that these processes are adhered to.; Further information can be provided upon request,

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: We have a comprehensive configuration and change management processes that ensure we track changes to the service, through the lifetime of the contract. ; Prior to any change or configuration, potential security impacts are assessed and communicated.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our partner BT has appropriate processes in place to:; -Assess threats to the service; -Patch deployment; -Gain information on potential threats
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our partner BT has a well developed protective monitoring processes to cover all of the above. Further details upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a well established Incident Management process, managing any faults end to end. ; This will cover common events.; End users can report incidents to the service desk via phone or account management.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks: NSF2

Social Value

• Fighting climate change:

  Fighting climate change

  The Supplier has a track record of driving positive change for our people, communities and our planet. For example: Through the Supplier's "Meaningful Connections Plan" and "Blueprint" sustainability strategies, the Supplier sets long-term goals to reduce emissions, protect our natural resources, and create a meaningful impact on society. The Supplier has a made huge progress towards the company's Net Zero ambitions in our own operations and making significant headway in our supply chain. Progress is summarised below; these learnings and best practice can be shared with Buyers when awarded a new contract. Carbon Neutrality Target: net zero operations by 2025. Net zero operations, products and supply chain by 2040. 10 years ahead of the Paris Agreement. Renewables By the end of 2025: • Change masts on landlord sites to renewable energy • 40% of the Suppliers vehicles will be electric By the end of 2030 the Supplier will use 100% green energy. Decarbonisation The Supplier is investing in carbon-removal projects and supporting the decarbonisation of the UK economy by providing the connectivity to underpin a low-carbon digital revolution. Carbon Footprint The Supplier has commissioned consultancy to calculate the company's footprint in line including the standards below: • World Resources Institute/World Business Council for Sustainable Development, 2004 • Greenhouse Gas Protocol: A Corporate Accounting and Reporting Standard, Revised Edition Carbon offsetting The Supplier plans to reduce full value chain emissions by at least 90% by 2040, in line with science-based targets. Some residual carbon emissions are expected that will be difficult to completely eliminate (e.g. flights). When 90% is reached, the plan is to offset the rest, using gold standard offsets (usually investing in nature-based solutions, such as tree planting).
• Covid-19 recovery:

  Covid-19 recovery

  The Supplier continues to contribute to economic recovery and ambitions to level up society following Covid-19. Examples include:; In 2020, as part of the Supplier’s COVID-19 response, we co-launched ‘Community Calling’, a phone gifting scheme focusing on deprived areas within the UK, aiming to donate 10,000 smartphones to those who were shielding and needed support. That target has been reached so the project has expanded to more vulnerable people in need across the UK. ; The Supplier’s Essential Broadband (EB) tariff was launched in November 2020 for new and existing customers who are in receipt of Universal Credit. The tariff offers 15Mbps for £15 per month, with no prices rises, and no fixed-term contract length. Since its launch, feedback has led to the development of a new and improved customer acquisition journey, now with an automatic live chat feature to simplify the process for eligible customers. Thousands of customers use this and the Supplier is working with government to understand who is eligible so those who need it most know about the offer and how to access it. ; Tech-Lending Community Hubs: In January 2022, the Supplier launched a new project that will see grant funding of £400,000 become available to organisations interested in setting up tech lending hubs. This fund will provide one-off grants to organisations who work with temporary accommodation services, that could feasibly set up a lending hub, whereby residents can borrow tablets on a short-term basis. The tablets will be loaded with free data provided by the Supplier through the National Data Bank. Funding has now been awarded to five beneficiaries throughout the UK, which will see pilots operated with all five. Once this process continues to establish, the target is to expand this in collaboration with more customers, as part of the Buyer’s social value partnership.
• Tackling economic inequality:

  Tackling economic inequality

  The Supplier is building an ambitious new strategy that will deliver social, economic and environmental benefits so our people, customers and the communities we serve can continue to have confidence in our values, integrity and mission to create positive change. The Supplier has significant experiencing delivering social impact and social value programmes throughout the UK in collaboration with the public sector. The Supplier has a solid portfolio of social value initiatives, many of which promote an inclusive economy. These include: -Working with organisations such as LMP Education and JobSkilla to help unemployed people back into work -Creation of a National Databank, which aims to end data poverty in communities across the UK. The National Data Bank provides free of charge SIMS for residents experiencing data poverty. -A wealth of expertise in working with small businesses, through Wayra (start-up cohort) and 5G accelerator hubs. Public sector customers also benefit by having access to subject matter experts in this space, as well as partnerships such as the ones with Neighbourly, and Good Things Foundation. In addition, the Supplier has a significant focus on digital skills, being brought to the forefront through the launch of our new sustainability strategy. Volunteering Since February 2022, all of the Supplier's employees have five paid volunteering days per year to support and connect with their local communities, digitally and in person, and support brilliant organisations. The Supplier looks for volunteering opportunities where employees can share expertise with local community organisations and registered charities, focusing on resolving local issues.
• Equal opportunity:

  Equal opportunity

  The Supplier is an equal opportunities employer and is certified as Disability Confident Level 1; in the process to become Level 3 with a Guaranteed Interview Scheme, supporting disabled people throughout a recruitment and interview process. As part of the "Belonging Strategy", the Supplier will also ensure home-based working contracts will come into place across the business to offer more opportunities for disabled people, unpaid carers, and part-time workers without inhibiting and restricting career progression. The Supplier has a dedicated team responsible for diversity and inclusion. The Belonging Strategy underpins ambitions to ensure the creation and maintenance of a fair and inclusive workforce. To focus on supporting priority groups furthest from the labour market, the Supplier has created an Inclusive Recruitment Programme; to review all current processes that fall within our end-to-end recruitment journey for both internal and external talent and to ensure they are fully inclusive, equitable and accessible to all. The Supplier has made significant progress, partnering with Microlink, supporting workplace adjustments process; Implementation of Textio that is a platform which enables us to write inclusive and accessible job adverts and recruitment content; Creation of page specifically centred around Belonging and DEI on our external Careers Site. The Supplier has worked in partnership with Scope for the last five years, aligned with our Sustainability Strategy, supporting millions of disabled people into employment. The Supplier also has existing strategic partnerships with The Valuable 500, Business Disability Forum, Purple Space and have signed up to the Work With Me pledge.
• Wellbeing:

  Wellbeing

  The Supplier promotes a culture of health, education and wellbeing so that we can support all employees, both personally and professionally. We also want to extend this to our customers and the communities where we operate, supporting the wider ambition of a happier, healthier population. The Supplier is working with ‘Tickets for Good’ on a mission to make events more accessible and inclusive. The vision of the ticket donations service is to help event organisers/venues, sponsors and performers distribute surplus inventory, making sure it’s done in a fair and inclusive way. We have created a custom distribution system for the donation of unsold tickets to live experiences. Health and wellbeing at work The Supplier's "Thrive" programme provides a comprehensive range of advice, tools and policies to support our people and ensure they can be their best at work. As part of Thrive, the Supplier provides free health checks for all employees. The online MyWellbeingCheck© is available for all employees to access at any time. The Supplier also offers the following management development modules as part of learning and development programmes: • Stamp Out Stigma: Managers’ mental health awareness, • Anxiety and Depression: Managers’ toolkit, • Workplace Stress: Managers’ survival kit. From September 2020, employees have access to ‘Unmind’, a mobile app to help manage and track mental wellbeing. The Supplier's Ride-to-Work scheme helps employees enjoy all the benefits of cycling during the daily commute. Everyone can apply for it at any time throughout the year, reducing their carbon footprint, improving fitness and saving money. The Supplier works in collaboration with our Buyers, sharing and promote best practice on wellbeing, in the workplace and local communities.

Pricing

• Price: £9.50 an instance a month
• Discount for educational organisations: No
• Free trial available: No

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 publicprocurement@virginmediao2.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.