CLOUDCLEVR LIMITED

Microsoft Teams Direct Routing

Available to M365 customers who wish to use their preferred voice carrier to enable their users to make and receive PSTN calls in Teams. Microsoft-certified SBCs are deployed as bespoke architecture within the carrier network, for interconnection to Microsoft Phone System for PSTN breakout. UK based delivery and support.

Features

• Direct routing voice calls natively from Teams interface
• Integration with your legacy, telephony and communication platforms
• User migration service, moving users from legacy platforms to Teams
• Microsoft Teams training and adoption services
• Cost-effective alternative to Microsoft Calling Plans with inclusive call bundles
• Network level cloud call control for inbound call management
• Advanced billing and management information
• Built in UCaaS resilience with disaster recovery and failover options
• Utilise existing DDI phone numbers or provision new telephone numbers
• MS Teams Training Portal containing Direct Routing downloadable materials

Benefits

• Simple to budget, cost effective charges PUPM with inclusive calls
• Flexible, mobile, remote and homeworking solutions through Unified Communications platform
• Move your ISDN and WLR lines, PSTN switch-off replacement service
• Contributes to carbon reduction plans- Carbon Neutral and sustainable UCaaS
• Decrease consumption of plastic chips and reduce electricity costs.
• Continuity of service by retaining existing telephone numbers
• Enhances business continuity- multiple cloud failover and DR options
• Improved business decision making with call analytics and focused reporting
• Easy transition with options to integrate with legacy telecoms estate
• Reduced risk for digital transformation plans with trusted Microsoft Partner

• Free trial available

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

Framework

G-Cloud 15

Service ID

285439090154363

Contact

Dave Harrison
02030055066
publicsector@cloudclevr.com

About your service

• Service categories:

  Applications

  Collaborative

  • Enterprise community
  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: You need Microsoft Teams with an E5 or E3 plus Phone System add-on license.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: You need Microsoft Teams with an E5 or E3 plus Phone System add-on license.
• System requirements:
  • Antivirus and Firewall Protection
  • Requires an Internet Connection
  • Operational Office365 Tenancy

User support

• Email or online ticketing support: Yes
• Support response times: Target response times are listed below and apply to our standard and extended support tiers. Other tiers of support are available including Enhanced, Premium and Premium+.; ; P1 - 4 hours.; P2 - 8 hours.; P3 - 16 hours.; P4 - 24 hours.
• 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
• Onsite support: Yes, at extra cost
• Support levels: We offer several tiers of support - Standard, Extended, Enhanced, Premium and Premium+.; ; Standard covers working hours, between the hours of 9:00 AM and 5:30 PM GMT on Business Days.; Extended is 24x7.; ; CloudClevr’s experienced UK based technical support team is on hand to help resolve any customer issues. A dedicated account manager supported by our Customer Service team and other back office departments will support the customer and contract.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At CloudClevr we pride ourselves on our engineering expertise. Every business has unique needs and we provide professional services (strategic consultancy, design, installation and support services) to develop tailored solutions to meet a customers requirements. We can provide onsite or online training and implementation. User guides and handover documentation will be provided. Pricing is documented in the Pricing Document and Rate Card.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • CSV
  • XLS
• End-of-contract data extraction: There are numerous sources to extract data from at the end of a contract. Configuration information and programming is available as is call usage statistics. Our CloudClevr engineering team can assist with this process prior to the contract being ceased.
• End-of-contract process: CloudClevr's standard cancellation term requires notice to be provided 30 days prior to the expiry of the initial or current contractual term. Our Account Management and Engineering teams will work with the customer to assist with providing an export of any data required. It is important that number porting requirements, timescales and industry regulations are taken into account if telephone numbers need to be retained.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Clients are available for desktop (Windows, Mac, and Linux), web, and mobile (Android and iOS). These clients all require an active internet connection and do not support an offline mode.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Certain elements can be customised, including but not limited to: adding Call Recording and/or Contact Centre functionality. Integration of Microsoft Phone system with legacy PBX systems. Port numbers and set up call queues for clients based on their requirements. Clients can also customise functions and features from their admin portal including implementing Auto Attendants, Call queues, Hunt groups and other calling policies.

Scaling

• Independence of resources: Fully scalable service based on virtual Session Border Controllers hosted in AWS. Offers increased high availability and scalability and flexibility for tenants. Highly available clusters in place means that multiple components can fail within a single cluster without impact to the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers have access to service usage metrics through Call Analytics and Call Quality Dashboard (CQD) available in the Microsoft Teams Admin Centre. Call Analytics is designed to help troubleshoot call quality problems with specific calls. It shows detailed information about the devices, networks, and connectivity related to the calls and meetings for each user. CQD is designed for network engineers that can highlight patterns of the entire Teams organisation. CloudClevr will provide regular usage reports covering Completed Ticket Analysis, SLA First Response & Resolution, analysis and trending of ticket performance and quality of experience in your UC environment.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Typically users will extract their applicable data in Excel or CSV format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Core 99.99% and Non-Core 99.95% - availability measurement period 1 calendar month
• Approach to resilience: Gamma hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information can be made available on request.
• Outage reporting: A public network status dashboard; Email alerts; Portal alerts; Text messages to opted in mobile numbers; Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Customers have no access to management interfaces. Access to support channels is for nominated users only.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: CloudClevr - ISO 9001, ISO 20001, Cyber Essentials.; ; Gamma - ISO 27001, ISO 22301, Cyber Essentials Plus,
• Information security policies and processes: CloudClevr have a DPO that is responsible for Security Governance, we hold Cyber Essentials, Cyber Essentials Plus and ISO 27001 ensuring we have InfoSec policies and processes in place. ; ; Gamma has deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013, Cyber Essentials and Cyber Essentials Plus. It is supported by numerous policies and processes including but not limited to the following:; ; Information Security Policy; Information Security Incident Policy; Acceptable use policy; Access Control Procedure; Backup Plan; Business Continuity Plan; Confidential Data Policy; Data Protection Policy; ; The Reporting structure is from employees or customers to the Information Security Manager to the Information security Forum which is attended by several Directors and heads of departments. The Information Security Forum meets monthly to review all security incidents and events and corrective actions are agreed and tracked at this forum.; ; To raise awareness Gamma uses a computer based training platform for Security Awareness which is repeated annually. Line Managers have a responsibility to ensure their staff are aware of and follow these policies.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: We work closely with our customers to ensure that we can comply with customer defined change management processes. Our internal change management would include a project plan (including roll back) defined by a risk assessment. All changes within Gamma are documented and stored.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Gamma has a vulnerability and patch management programme, and internal and external vulnerability scans are carried out on a monthly basis. Scan data is centralised to enable departments to view and address vulnerabilities on their platforms.; The vulnerability management programme includes a monthly Patch Committee. In addition to this, each department assesses new vulnerabilities as they emerge. The security team reviews threat feeds on a daily basis and raises critical vulnerabilities to the relevant departments. The Patch Committee reports to the ISF.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / 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. Gamma respond to incidents as close to real time as practicable.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: CloudClevr and 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.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can provide a trial of the service that will be provided free of charge but there may be Professional Services associated to the set-up of the trial; these will be quoted by our specialist and will require signoff from the customer to accept the charges and set-up the service.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Monday 29 September 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of the Management System applies to the following:-; The provision of IT services including managed services, support, security and assurance; communications solutions including connectivity, internet of things, mobiles, unified communications, contact centre; and a proprietary platform to deliver insights across technology estates.; ; Therefore anything outside of this defined scope is not covered by our ISO 27001 certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation
• ISO 9001 accreditation date: Tuesday 11 November 2025
• What the ISO 9001 doesn’t cover: The scope of the Management System applies to the following:-; The provision of IT services including managed services, support, security and assurance; communications solutions including connectivity, internet of things, mobiles, unified communications, contact centre; and a proprietary platform to deliver insights across technology estates.; ; Therefore anything outside of this defined scope is not covered by our ISO 9001 certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: A9e96c0e-e106-4d06-b9e9-1ba11de6322f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Da4d742b-aee4-41b9-a65c-0b32438d0610
• Other security certifications: Yes
• Any other security certifications: ISO 20000-1 : 2018

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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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