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Virtual First Horizon Telephony

Virtual First Horizon is a Gamma Provided Cloud PBX providing an array of features to suit the needs of organisations. It is operated through a choice of devices; handset, mobile or desktop. Web interfaces allow real time access and changes to the many services available on user basis.


  • Disaster Recovery – make/receive calls, any number/network
  • Twinning – pair another number to ring simultaneously
  • Soft Clients – your PC/mobile becomes your Horizon handset
  • Call Recording – all calls or on demand, stored on-line
  • Call Centre Module - increased functionality for supervisor/agents
  • Site Admin – Administrator access for company and site hierarchy
  • Hot Desk – use any Horizon handset as your extension
  • CLI Presentation – Choose any number as your presented CLI
  • Scheduling – Automatically route calls dependant on time of day
  • Hunt groups – distribute calls simultaneously, weighted, as a ring


  • Maintain critical voice services, whatever the scenario
  • More accessible with one number ringing devices simultaneously
  • Simplify architecture with one solution across all users and devices
  • Record important call information and improve training
  • More professional approach to high volume customer calls centres
  • Securely change user settings, instantly, by site or user
  • Promote flexible working, seamlessly move between sites
  • Provide Local or National presence regardless of locations
  • Increase productivity as hunt groups find available agents quickly


£3.95 to £7.75 a user a month

  • Education pricing available
  • Free trial available

Service documents

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G-Cloud 13

Service ID

3 4 0 4 1 6 6 1 3 1 1 4 5 8 4


VIRTUAL FIRST LTD Cloud Collaboration Sales Team
Telephone: 02034323136

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.
Horizon does not support the following:
Analogue phones and devices, although we do supply ATAs
ISDN data calls
Door entry options
Presentation of multiple CLIs per site or per user
IP handsets that have not been supplied by us
The call recording service on Horizon is not currently PCI or FSA compliant.
We do not support some fax and franking machines used with an ATA
System requirements
  • A Horizon compatible data network
  • Appropriately sized data access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times apply 24/7/365 including weekends
Severity 1 - immediate response due to critical outage
Severity 2 - incidents in 1 hour
Severity 3 - in 4 Hours
Severity 4 - (general query) in 3 days
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
Tier 2 - Our team of technical experts solve 98% of issues without referral to our tier 3 teams.

Tier 3 - Our team of technical experts, to tackle the most complex and demanding of issues

24/7 - Proactive and Reactive Incident Management - Access to real-time data means faster fault identification and resolution.

Technical account manager or cloud support engineer can be available, additional costs may apply.
Support available to third parties

Onboarding and offboarding

Getting started
We provide a range of optional training and organisational change management services.

We can offer inclusive remote training as part of your service package, including presentations, quick reference guides, training videos and webinars.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Microsoft Office suite
  • Video tutorials
End-of-contract data extraction
Any data required at the end of the contract can be downloaded and saved either by the customer or by us before the service is removed and deleted.
End-of-contract process
Typically at the end of a contract a customer will migrate to another supplier. Any assistance with migration would be chargeable. Once the last users have been migrated, the service is deactivated.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Differences between the mobile and desktop service
Differences are limited to the features of the Microsoft teams App.
Service interface
User support accessibility
None or don’t know
Customisation available
Description of customisation
There is an extensive list of customisable features and functions on Horizon. The full list is included in the service definition.
The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.
Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of
an entire telephony environment, even over multiple sites.


Independence of resources
The platform is scaleable for the resilience of additional capacity.


Service usage metrics
Metrics types
We provide a wide range of metrics including:
adoption statistics, usage volumes and usage analytics, We also provide call quality analytics, e.g. numbers of reduced quality calls
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type
Reseller providing extra support
Organisation whose services are being resold
Enhancing the Microsoft Office 365 suite with Voice calling plans

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
On a per request basis, using secure FTP
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Managed Firewalls between networks
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
CloudTalk Communications protect data within our network with:
- Intrusion Prevention System
- Managed Firewalls

Availability and resilience

Guaranteed availability
99.99% availability. Service credits apply when SLA is not achieved.
Approach to resilience
The Horizon service is installed across multiple data centres providing resilience across the service and network for the core solution.
Outage reporting
The current health of the service can be viewed via a public webpage showing the overall health of the service in it's entirety. Specific service outages are reported via email to our service centre and the customer is informed from there.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.
Access restrictions in management interfaces and support channels
Managed list of authorised administrators is maintained. Office 365 comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin centre.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
In addition to the Security policies and processes, we have policies for Risk Management, Personnel screening, asset monitoring, IT infrastructure penetration testing

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Gamma Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.
Change Management ensures changes to core infrastructure and services are performed and implemented correctly.
Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.
A risk and impact assessment is carried out for each change this involves detailing the assets under change.
The Change Advisory Board (CAB) has a representative from each impacted business area.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Gamma use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;Each patch is assessed and deployed accordingly:
High - Urgently.
Medium - ASAP.
Low - as time permits.
Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Gamma utilise GPG 13 guidance. Gamma have 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. We respond to incidents as close to real time as practicable.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Gamma have 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.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

Covid-19 recovery

Covid-19 recovery

Tackling economic inequality

Tackling economic inequality

Equal opportunity

Equal opportunity





£3.95 to £7.75 a user a month
Discount for educational organisations
Free trial available
Description of free trial
A 30 day trial lines can be established

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 Tell them what format you need. It will help if you say what assistive technology you use.