Microsoft Teams Direct Routing

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: None
System requirements: Teams Phone licence required for each Microsoft Teams endpoint

Appropriately sized data access

User support

Email or online ticketing support: Email or online ticketing
Support response times: Response times are determined by the Incident Priority where P1 is Urgent, P2 is High, P3 is Medium and P4 is Low.

P1 - 24x7x365, response time 30 minutes, resolution target 5 clock hours
P2 - 24x7x365, response time 1 hour, resolution target 9 clock hours
P3 - business days during office hours, response time 8 hours, resolution target 3 business days
P4 - business days during office hours, response time 24 hours, resolution target 7 business days
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: No
Support levels: Intercity support incorporates three tiers with tier 3 being the most technically advanced. The support tier engaged on an issue is determined by the resolution complexity of the incident.

Intercity does not charge different amounts for different support levels.

Intercity account managers have access to technical resources and can engage engineering resource when required.
Support available to third parties: No

Onboarding and offboarding

Getting started: We provide a service handbook, which includes all the information that users need about using the service. We can also, on request provide remote or F2F training to both Administrators and End Users, there is also an extensive on-line Knowledge Base accessible by all users.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: In this context a user's data is their phone numbers applied to their Telephony Service. Before the contract ends, if the user wishes to retain their phone numbers, they must place a number porting request with their new service provider. The new service provider will then contact us to arrange the number port. If the user does not wish to retain their phone numbers, after the contract has ended, we will remove them from the SIP Trunking service and put them into quarantine for 3 months. All "Platform Data" is deleted when the specific service is terminated.
End-of-contract process: The user notifies us that they wish to leave. If they need to keep the phone numbers applied to their service, they submit a number porting request to their new service provider, who will liaise with us to arrange the number port. Ceasing the service entails us disabling the SIP Trunk, at which point it can no longer be used to make or receive any calls. Termination charges apply only if the user wishes to leave before the end of the contract term and comprise the sum of the recurring charges for the remainder of the contract term.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: User login is granted access to call plan routing changes via a handheld smartphone/device application. Upon successful download from the relevant app store, the user is able to login to access a subset of Sip Trunk Call Manager functionality as compared to the portal. Using the SIP Trunk Call Manager smartphone app the user has access to edit key components of Inbound call routing for numbers provisioned and in accordance with their user permissions. Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke pre-configured call plan. Key reporting statistics are available including Performance graphs and call history.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: The Voice App allows Microsoft Teams users with a Teams Phone licence to be mapped to a DDI. The App makes the necessary configuration changes on the Teams tenancy.

SIP Trunk Call Manager (STCM) combines call routing control and advanced analytics. Routing controls include; time of day/week, divert on busy, 'one touch' business continuity, hunt groups, call queuing. The advanced management information relates to call handling efficiencies; productivity, call patterns and caller behaviour. Data includes time to answer, call waiting time, call outcome and caller details.
Accessibility standards: None or don’t know
Description of accessibility: Standard web-browser access with standard accessibility options associated with those web-browsers.
Accessibility testing: None
API: No
Customisation available: Yes
Description of customisation: Existing customer DDI numbers may be ported from other services. Determined by administrators. If New DDI numbers are required for the service, these can be added by administrators of the service.

If individual call control is required per DDI this can be achieved through a web based customer portal using SIP Trunk Call Manager.
Customer administrators can manage SIP Trunk Call Manager, a feature-rich, centralised inbound call management service via an easy-to-use web portal and App. The following are customisable:

Call Queuing Day
Time of Day Routing
Hunt Group
Voice Mail
Date Routing
Increased resilience
Announcement
Auto attendant
Set user access individually
Divert (on busy, on no reply, on failure)
Access to full call statistics
Advanced Statistics

Scaling

Independence of resources: A monthly Capacity Planning Forum takes place whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that there is sufficient capacity and overhead to manage customer's requirements. Additionally there is a weekly planning review on capacity management adjustments.

Each customer's resource requirements are taken into account and sufficient network is allocated to them. The network is also managed to spread traffic during busy periods.

Analytics

Service usage metrics: Yes
Metrics types: Online advanced statistics available to the End User for all Inbound numbers active on the End User Inbound account. Data is available in a target lead time of real time plus five minutes and historical data can be displayed from a six month archive. An authorised user can create custom search criteria. The End User can search for results based on call outcomes, time/date stamp, by caller’s telephone number and on an individual or all number basis.

Users can also create custom fields allowing them store bespoke data against each DDI ie First and Last name, department, cost code.
Reporting types: Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: Gamma Microsoft Teams - Direct Routing

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: No
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: ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest: Encryption of all physical media
Data sanitisation process: Yes
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: The Web Portal allows users access to their associated number ranges. 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: Private network or public sector network
Data protection within supplier network: TLS (version 1.2 or above)

Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability: Service Availability is defined as the ability of a Service to perform its required
function over a stated period of time. It is reported as the percentage of time that
a Service is available for use by the Customer within agreed Service Hours.

Availability is calculated as ((total number of mins in measurement period - Unplanned downtime)/total number of minutes in measurement period) x 100.

In the target service availability, core functions are defined as ITL’s
partner switching infrastructure, transmission equipment and core network, the
service that supports call routing and termination. Non-core functions include
support systems, access to the Portal and feature based services such as call divert.

Availability measurement period - 1 month
Core: 99.99%
Non-Core: 99.95%
Approach to resilience: ISO 22301 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request
Outage reporting: The Intercity Secure Operations Centre support team will alert the customer to any service outages by email.

Identity and authentication

User authentication needed: Yes
User authentication: Username or password
Access restrictions in management interfaces and support channels: Relevant only to SIP Trunk call manager services. Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
Access restriction testing frequency: At least once a year
Management access authentication: 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

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Alcumus ISOQAR
ISO/IEC 27001 accreditation date: 11/02/22
What the ISO/IEC 27001 doesn’t cover: All elements are covered
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: No

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: Intercitys Head of Governance and Assurance reports directly into the Board and is responsible for managing Intercity's fully integrated management system with includes ISMS, QMS, BCM, SMS and EMS. Intercity is committed to ensure the Confidentiality, Integrity and Availability of all systems and the data that resides within them. Core to the principles is compliance to ISO27001 which provides a sound basis for our security policies and managing risk to information assets. A schedule of both internal and external audits is in place along with a program of continual improvement to ensure policies are appropriate to the requirement and that policies, processes and work instructions are being followed. Key objectives and KPIs are tracked and monitored which are relevant to policy performance. Policies which make up our ISMS include: Information Security Policy; Information Security Employee Handbook; Physical and Environmental Security Policy; Information Security Incident Management Policy; Data Protection Policy; Access Control Policy; Computer Disposal Policy and Controlled Waste; Information Classification & Control Procedure; Cryptography Policy; Emergency Preparedness and Response Policy; Virus Protection Policy; Internet Usage Policy; Mobile Computing & Teleworking Policy; Company Asset Usage Policy; Whistleblowing Policy.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: 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.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Gamma uses 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 accpetable level of risk.

Each patch is assessed and deployed according to:
High - Urgently
Medium - ASAP
Low - As time permits

Gamma utilises many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Gamma utilises 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 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.

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: Yes
Connected networks: Joint Academic Network (JANET)

Social Value

Fighting climate change

We are committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods.

Our policy is to:

• Support and comply with or exceed the requirements of current environmental legislation and codes of practice.
• Minimise our waste and reuse or recycle as much of it as possible.
• Minimise energy and water usage in our buildings, vehicles, and processes to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable.
• Apply the principles of continuous improvement in respect of air, water, noise, and light pollution from our premises and reduce any impacts from our operations on the environment and local community.
• As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same.
• Assess the environmental impact of any new processes or products we intend to introduce in advance.

We’re certified to ISO140001:2015 and a member of two Corporate Social Responsibility (CSR) initiatives - Global Compact and Eco Vadis.

• The EcoVadis sustainability assessment methodology evaluates how well a company has integrated the principles of Sustainability/CSR into their business and management system.
• The methodology is built on international sustainability standards, including the Global Reporting Initiative, the United Nations Global Compact, and the ISO 26000, covering 200 spend categories and 160+ countries.
• The Sustainability Scorecard illustrates performance across 21 indicators in four themes: Environment, Labour and Human Rights, Ethics, and Sustainable Procurement.
• Intercity Technology’s current EcoVadis score for 2022 – 2023 is 81% (up from 68% in previous years).
• We have been awarded by EcoVadis a platinum medal in recognition of our sustainability achievement for our score which is in the top 1%.

Pricing

Price: £4.00 a unit a month
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: * what's included; 5 users, 10 DDIs, UK geo and mobile calls
* what isn't included; calls barred to International, Premium (09), Directory enquiries (118), 084 and 087
* time period; maximum of 4 weeks

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Microsoft Teams Direct Routing

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents