GCI Network Solutions Ltd

Microsoft Teams Direct Routing by Nasstar

Direct routing as a service allows you to Leverage your Microsoft Teams deployment to make and Receive PSTN Calls Via Nasstar- hosted SBC infrastructure. Through the iPilot Portal, you can quickly and easily manage users.

Features

• Access using all Teams clients
• PSTN access for Microsoft Teams
• Business continuity / Disaster recovery
• Optional integration with other services, e.g. call recording
• Admin access via M365 Admin centre
• Monitoring and patching
• Phase migrations by department, office or DDI range
• Service reports
• Monitoring and patching

Benefits

• Leverage full Teams functionality
• Evergreen service
• Fully supported connectivity
• Reduce in-house support overhead
• copmpetitive and predictable costs
• Quickly scalable
• Extended Teams services and support available
• One button redirect of inbound calls if Teams goes down
• Monitoring and patching
• Service reports and analytics

£3.95 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

177732778520274

Contact

Roy Rodford
03450030000
tenders@nasstar.com

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: Can integrate with contact centre , call recording PCI payments services.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Requires clients and O/S supported by Microsoft for Teams.
  • Users must have appropriate Teams and Phone System licences

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 minute response time.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: The iPilot platform is supported by our in-house team of experts who can directly engage the vendors (Tier 4). Our ITIL-based 24/7 support desk provides structured incident and problem management, they prioritize incidents based on severity levels, ensuring efficient support delivery. Standard business hours support is included in the per user per month pricing. Priority 1 and priority 2 incidents will be covered outside of the hours by the on call engineers ; The IPilot Platform allows the customer administrator to change user functionality
• Support available to third parties: No

Onboarding and offboarding

• Getting started: All customers of our direct Routing and Operator Connect services go through a full onboarding process where we assist you in setting your service. once set up customers can manage their users , disaster recovery within the portal . we provide user documentation as well as the portal including an integrated knowledge base to assist admins and users use the required functionality
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: IPilot deals with phone number management Data can be extracted from the iPilot Portal. Nasstar support Teams can assist with providing this information.
• End-of-contract process: Upon expiration or termination of your Microsoft 365 subscription or contract, Microsoft will provide you, by default, additional limited access for 90 days to export your data. For more see http://trustoffice365.com/.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Nasstar use IPILOT as the interface for our Teams Direct Routing and Operator connect services . iPilot is a cloud-based platform that delivers comprehensive provisioning and lifecycle management capabilities for Microsoft Teams users. IPilot enables efficient deployment of Microsoft Teams through quick provisioning, capacity management and analytics for enterprises, carriers, and cloud service providers
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: This API provides the ability to retrieve and manage certain elements within the iPilot system.; -retrieve list of customer accounts; -create a new customer account; -delete or deactivate a customer account; -update account details; - Create and manage department details; - add , delete and update emergency address details; ; Microsoft Teams ; -retrieve list of sub domains; -un-provision users from phone numbers; -get detailed user information; -retrieve list of provisioned users and numbers; - provision new users to telephone number; ; Authentication; ; iPilot requires two authentication elements:; ; OAuth2 with user credentials; and an API Key
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The IPilot portal can be branded for customers and the url to access the service is customer specific. Customer admin users can control the features that their users have access to. Customers are able to set up and edit routing plans on a per number basis. ; IPilot is the web Portal to manage our Direct Routing and operator connect services

Scaling

• Independence of resources: The software is deployed used horizontal scaling within AWS across availability zones. Scaling is automatic based on metrics and load balanced across. The PSTN break-in/out load is managed on Nasstar Core Network

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide customers with online Dashboards ; • Call logs ; • Call Data Records; • Call quality dashboard; • Error Status reporting; We can also work with customers to agree specific regular reports
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Nuwave's IPilot Portal

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: All data is encrypted at rest using AES256 and following the ISO27001 controls and audited yearly.
• Data sanitisation process: Yes
• Data sanitisation type: 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: There are several areas inside of iPilot to export your phone number data as well as through our API's; If there is specific data the customer would need that is not available via the UI they can request help from our support team
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.95% for IPILOT Portal and Nasstar Voice Traffic
• Approach to resilience: Geo-resilient SIP trunks between the Nasstar Voice platform and Nuwave's London & Franfurt PoP's. These SIP trunks are carried over four separate BGP links. The full solution has gone through failover testing and end to end testing to meet Microsoft requirements for Operator connect approval. The IPilot Poral is used to manage our Operator connect and Direct routing solutions.
• Outage reporting: As agreed in the service agreement

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Users can be provided a user name and password or use single-sign-on (SSO) authentication and use your corporate ID/password to sign in
• Access restrictions in management interfaces and support channels: Named Contact with the Admin rights. There are various levels of admin rights within a company.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Admin user can be provided a user name and password or opt for single-sign-on (SSO) authentication and use your corporate ID/password to sign in

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 23/04/2023
• What the ISO/IEC 27001 doesn’t cover: Certification for Nuwave(IPilot) Platform
• 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:
  • ISO 27701
  • ISO 27001
  • ISO 27001
  • ISO 27018

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: Nasstar's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced. The Information Security policy is a top-down approach within Nasstar where Business Areas having responsibilities for Information, network and customer data relating to their operational areas. The policies and procedures define access restrictions to all of our IT systems, networks and stored data. The practical policies and processes start with our Integrated Business Management Systems Manual which defines the Information Security Management system as a key part of our business. The Information Security Awareness process requires that all staff and contractors are periodically trained and assessed on their familiarity with Nasstar's ISO27001 Information Security policies and processes. Individual contracts and services will have a specific Security Plan defining the specific measures which will apply to the contract or service. All employees are responsible for Information Security and are trained in reporting suspected breaches to our IMS team who will identify risks and actions to minimise any such breaches.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Customers may raise a service change request via the support process, this will then be tracked via ticket number for visibility. Either Nasstar, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution. If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form. Nasstar will engage with the customers change process where required in order to schedule and manage the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Customers may raise a service change request via the support process, this will then be tracked via ticket number for visibility. Either Nasstar, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution. If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form. Nasstar will engage with the customers change process where required in order to schedule and manage the change.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Customers may raise a service change request via the support process, this will then be tracked via ticket number for visibility. Either Nasstar, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution. If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form. Nasstar will engage with the customers change process where required in order to schedule and manage the change.
• Incident management type: Supplier-defined controls
• Incident management approach: Customers may raise a service change request via the support process, this will then be tracked via ticket number for visibility. Either Nasstar, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution. If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form. Nasstar will engage with the customers change process where required in order to schedule and manage the change.

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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Nasstar is committed to creating innovative Technology with a positive impact by working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar is committed to becoming Net Zero by 2050. Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Fighting climate change’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 4.1 Deliver additional environmental benefits in the performance of the contract including working towards net-zero greenhouse gas emissions. • MAC 4.2 Influence staff, suppliers, customers, and communities through the delivery of the contract to support environmental protection and improvement which as part of our Social Value Commitment, this product offering will also be integrated into the company's Continuous Improvement Plan and will be scrutinised to identify, monitor, measure and achieve the MAC 4.2 measures. Example reporting metrics of benefits delivered under the contract may include: People-hours spent protecting/improving the environment under the contract, Number of green spaces created under the contract, reduction in emissions of greenhouse gases, reduction in water use, and reduction in waste to landfill.

  Covid-19 recovery

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Covid-19 recovery’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 1.1: Creation of employment, re-training, and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high-growth sectors. • MAC 1.2: Support for people and communities to manage and recover from the impacts of COVID-19, including those worst affected or who are shielding. • MAC 1.3: Support for organisations and businesses to manage/recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. • MAC 1.4: Support for the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services. • MAC 1.5: Improvements to workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment for those made redundant due to COVID-19, people-hours supporting local community integration related to COVID-19, and percentage/number of the supply chain to have implemented the 6 standards in the Mental-Health-at-Work commitment.

  Tackling economic inequality

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Tackling Economic Inequality’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC2.1: Create opportunities for entrepreneurship and help new organisations grow. • MAC2.2: Create employment/training opportunities for people who face barriers to employment, are located in deprived areas, and in industries with known skills shortages or high growth sectors. • MAC2.3: Support educational attainment including training schemes • MAC 3.1: Create a diverse supply chain including new businesses/entrepreneurs/start-ups/SMEs/VCSEs/mutuals. • MAC 3.2: Support innovation and disruptive technologies throughout the supply chain to deliver lower cost, higher quality goods/services. • MAC 3.3: Support the development of scalable and future-proofed new methods to modernise delivery and increase productivity. • MAC 3.4: Demonstrate collaboration and a fair/responsible approach to working with supply chain partners. • MAC 3.5: Demonstrate action to identify/manage cyber security risks in the delivery including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment/apprenticeship/training opportunities created, learning interventions delivered, start-up/SME/VCSE/mutuals opportunities awarded, and relevant supply chain metrics e.g. Cyber Essentials certification and adoption of NCSC 10 steps.

  Equal opportunity

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Equal opportunity’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 5.1: Demonstrate action to increase the representation of disabled people in the contract workforce. • MAC 5.2: Support disabled people in developing new skills relevant to the contract, including through training schemes resulting in recognised qualifications • MAC 6.1: Demonstrate action to identify/tackle inequality in employment, skills, and pay in the contract workforce. • MAC 6.2: Support in-work progression to help people, including those from disadvantaged/minority groups, to move into higher-paid work by developing new skills relevant to the contract. • MAC 6.3 Demonstrate action to identify/manage the risks of modern slavery in the delivery of the contract, including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Percentage/number of FTE disabled/under-represented people employed as a proportion of the total FTE including apprenticeships/training schemes, percentage/number of companies in the supply chain to have committed to the five foundational principles of good work, percentage of supply chain mapping completed, and people-hours devoted to supporting victims of modern slavery.

  Wellbeing

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar’s Wellbeing policies are aligned to the UK Government’s Good Work Plan (satisfaction, fair pay, participation and progression, well-being, safety and security, voice and autonomy). Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Wellbeing’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 7.1: Demonstrate action to support health and wellbeing, including physical/mental health, in the contract workforce. • MAC 7.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support health and wellbeing, including physical and mental health. • MAC 8.1: Demonstrate collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities. • MAC 8.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support strong, integrated communities. Example reporting metrics may include: Percentage/number of the supply chain to have implemented measures to improve the physical and mental health and wellbeing of employees including the 6 standards in the Mental Health at Work commitment and mental health enhanced standards in ‘Thriving at Work’, and people-hours supporting local community integration e.g. volunteering/community-led initiatives and Mental Health First Aiders.

Pricing

• Price: £3.95 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access to the Direct routing service is available for potential customers that wish to trial the service. Nasstar and the customer will agree the number of users on the trial for a period of 30 days.; call charges will be billed to the customer at the agreed Tariff

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.