GLOBAL 4 COMMUNICATIONS LIMITED

Microsoft Teams Direct Routing by Global 4

Direct routing as a service allows you to Leverage your Microsoft Teams deployment to make and Receive PSTN Calls Via Global 4- 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
• Competitive 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 james.routledge@global4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

201602727576045

Contact

James Routledge
01403272910
james.routledge@global4.co.uk

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: Global 4 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 Global 4's 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 Global 4 Voice Traffic
• Approach to resilience: Geo-resilient SIP trunks between the Global 4 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 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: Global 4'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 Global 4 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 Global 4'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 Global 4, 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. Global 4 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 Global 4, 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. Global 4 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 Global 4, 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. Global 4 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 Global 4, 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. Global 4 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

  Global 4 operates a paperless office and supports flexible working to minimise travel, which impacts the environment. Where possible, meetings are held virtually using either 8x8's video conferencing system or Microsoft Teams, which Global 4 have an integration into using 8x8. There are recycling bins across the office and this is actively encouraged across the business. Global 4 has recently renewed its company fleet with vehicles offering a lower CO2 emissions value than the previous mark.

  Covid-19 recovery

  Global 4 operated a strict working from home policy during the pandemic, whilst maintaining an operational workforce with minimal use of the furlough scheme. Coming back into the office, Global 4 implemented a one-way system across the office with social distancing, antibacterial gels and dispensers, face masks were obligatory and a camera over the entry to the building alerted if someone wasn't wearing a mask or had a high temperature. We also took measures to ensure staff tested twice per week and submitted their results on our HR platform, isolating and working from home (assuming well enough) in the event of a positive result. Global 4 also supported Clients with free periods of rental during the difficult times. Thanks to its success, Global 4 has been growing and offering employment to support the increase in its workforce, and actively enrols its staff on apprenticeship courses to nurture their growth.

  Tackling economic inequality

  Global 4 actively and regularly interrogates its supply chain to position itself to deliver the best products in the marketplace at the keenest commercials, represented by its accolade of Platinum Partner of 8x8, one of three in the country. We have created employment through the growth of the workforce and success of the business, actively enrolling staff onto apprenticeships to nurture their growth.

  Equal opportunity

  Global 4 are an equal opportunities employer, who employ staff across multiple ethnicities and without any judgment.; Wellbeing

  Wellbeing

  Global 4 subscribe to BUPA's mental health service and actively encourage its staff to use the service at no cost. All management will perform a monthly one-to-one with their respective team members and the dedicated HR team have weekly check ups with new starters whilst they are getting settled into the organisation.

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. Global 4 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 james.routledge@global4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.