PURE IP LIMITED
Cloud Enablement – M365 Teams Premium Queues App Design & Support
The service designs, configures, and supports the Microsoft Teams Premium Queues App, enabling organisations to manage call queues and auto attendants within Teams, with structured call flows, agent and supervisor configuration, and ongoing operational support, without deploying a full contact centre solution.
Features
- Design of call queues and auto attendants in Teams
- Configuration of Teams Premium Queues App environments
- Agent and supervisor role and policy configuration
- Call flow design aligned to business requirements
- Presence‑based routing and queue behaviour configuration
- Ongoing operational support for queues and auto attendants
- Incident management and troubleshooting for Queues App
- Moves, adds, changes, and deletes for queue configurations
- Support for Teams Admin Centre configuration and governance
- Remote delivery by Microsoft Teams voice specialists
Benefits
- Reduces time to design and deploy Teams call queues
- Improves call handling efficiency without deploying a full contact centre
- Reduces configuration errors through expert queue and call‑flow design
- Improves agent productivity by keeping call management inside Teams
- Enables faster response to inbound calls through presence‑based routing
- Reduces operational overhead for managing queues and auto attendants
- Improves service continuity with ongoing support and incident management
- Supports consistent customer experience across Teams voice entry points
- Simplifies queue changes through managed moves, adds, and changes
- Frees internal teams from specialist Teams Premium configuration tasks
Pricing
Service documents
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Framework
G-Cloud 15
Service ID
2 8 0 3 1 1 7 8 3 4 5 4 9 5 6
Contact
PURE IP LIMITED
Pure IP G-Cloud Team
Telephone: 02039911100
Email: g-cloud@pure-ip.com
About your service
- Service categories
-
Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
Service scope
- Service constraints
- This service is delivered remotely and requires appropriate administrative access to the customer’s Microsoft 365 tenant. It provides operational management of Microsoft Teams Voice only and does not include PSTN call services, Operator Connect or Direct Routing carrier contracts, Microsoft licensing, end‑user devices, or on‑site support. The service assumes Teams Phone licensing and underlying voice connectivity are provided and supported separately by the customer or third‑party providers.
User support
- Email or online ticketing support
- Yes
- Support response times
- We provide support through email and an online ticketing system, available 24/7/365. All incidents are logged, tracked, and prioritized using our ITSM platform. We respond to tickets within 30 minutes and within agreed SLA targets. Response times are identical on weekends and public holidays due to our follow‑the‑sun operations model. Customers receive updates at every status change, with engineered escalation for service‑impacting issues.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.2 AA
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- We provide 24/7/365 managed support through phone, email and an online ticketing system, with all incidents logged, prioritized, and tracked within our ITSM platform (ServiceNow). Priority 1 issues receive a 30‑minute response, with defined SLAs for all other priorities. Response and resolution targets remain the same during weekends and public holidays due to our follow‑the‑sun operations model. Support is included within the service price: there are no additional support tiers or optional uplift charges. Customers receive access to voice engineering specialists for configuration, troubleshooting, number management, and operational queries. A dedicated Account Manager is assigned to each customer, providing service governance, quarterly reviews, proactive quality monitoring insights, and escalation management. This ensures consistency, service continuity, and a single point of ownership throughout the contract lifecycle.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Baseline Personnel Security Standard (BPSS)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate network architect | £700.00 | £450.00 |
| Network architect | £950.00 | £600.00 |
| Lead network architect | £1,150.00 | £750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £650.00 | £400.00 |
| Solution architect | £900.00 | £600.00 |
| Senior solution architect | £1,100.00 | £750.00 |
| Lead solution architect | £1,300.00 | £900.00 |
| Principal solution architect | £1,500.00 | £1,050.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £650.00 | £400.00 |
| Technical architect | £900.00 | £600.00 |
| Senior technical architect | £1,100.00 | £750.00 |
| Lead technical architect | £1,300.00 | £900.00 |
| Principal technical architect | £1,500.00 | £1,050.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,000.00 | £650.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service owner | £950.00 | £600.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Technical writer | £500.00 | £300.00 |
| Lead technical writer | £700.00 | £450.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- BSI (British Standards Institution) – BSI Assurance UK Limited
- ISO/IEC 27001 accreditation date
- Tuesday 15 April 2025
- What the ISO/IEC 27001 doesn’t cover
- The ISO/IEC 27001:2022 certification (IS 703634) applies specifically to the specification, implementation, maintenance, and 24×7 support of Pure IP’s VoIP services and voice networks operated from the UK, US, and New Zealand locations. Activities, systems, or processes outside this defined scope—including business functions not directly involved in the delivery, management, or support of VoIP services and voice network operations—are not included within the certified Information Security Management System.
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber Essentials Alternative
- None of the criteria
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 615b1f68-13f3-48cd-b681-853ebea898da
- Other security certifications
- Yes
- Any other security certifications
- SOC 2 Type II (Type 2) Certification
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 or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
- Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
- Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
- Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Activities to cascade good practice on fair working conditions throughout the supply chain
- Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
- Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
- Volunteering opportunities for staff
- Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
- Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
- Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
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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 g-cloud@pure-ip.com.
Tell them what format you need. It will help if you say what assistive technology you use.