GAMMA NETWORK SOLUTIONS LIMITED

Microsoft Teams Telephony - a GammaUCX Service

Enables enterprise telephony within Microsoft Teams using Operator Connect and fully managed Direct Routing. Replaces on‑premise systems and Microsoft Calling Plans, supports international Direct Routing, integrates legacy PBX and contact centres, and is centrally managed through the Microsoft Teams Tenant Admin Centre.

Features

• Native Teams calling: Direct routing voice calls within Microsoft Teams
• Centralised management: Telephony and numbering controlled through Teams Admin Centre
• Carrier‑grade SLAs: Microsoft‑underwritten UCaaS call quality service levels
• Direct peering: Optimised call quality via dedicated Microsoft network connectivity
• Rapid user management: Add, move or change users instantly
• Cost‑effective calling: Inclusive call bundles replace Microsoft Calling Plans
• Advanced call control: Network‑level routing for inbound call management
• Resilience and DR: Built‑in disaster recovery with automatic failover
• Flexible numbering: Retain existing DDIs or provision new numbers
• Legacy integration: Integrates existing PBX and contact centre platforms

Benefits

• Predictable costs:Per‑user pricing with inclusive calls simplifies budgeting
• Flexible working:Supports office, remote, mobile and home working
• Device freedom:Work anywhere, seamlessly switch across supported devices
• PSTN replacement:Smooth ISDN and WLR migration for PSTN switch‑off.
• Partner assurance:Delivered by trusted Microsoft certified solutions partner
• Reduced energy usage:Cloud services minimise hardware, waste and energy use.
• Number continuity:Retain existing telephone numbers without service disruption
• Business continuity:Multiple cloud failover and disaster recovery options
• Actionable insights:Call analytics improve reporting, decisions and performance.
• Low‑risk transition:Legacy integration reduces digital transformation risk

• Education pricing available
• 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 bidteam@gamma.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

487929032390817

Contact

Public Sector Sales Team
0333 043 7330
bidteam@gamma.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: Yes

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: 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
  • Microsoft365 enterprise subscription (E1, E3 or E5)
  • Microsoft Phone System AddOn (with E1, E3)

User support

• Email or online ticketing support: Yes
• Support response times: Gamma's Service Desk is 24x7 and any emails or online tickets are handled as per the below SLA. General questions are classified as a severity 4 and have an update SLA of 48 hours. However, other severity classifications have a response time as per below: Severity 1 -30 min, Severity 2 -60 min, Severity 3 - 4 hours, Severity 4 -12 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Gamma provides one level of support for all MS Teams Telephony customers 24x7x365 - included free of charge as part of the service charge. The following service levels apply with target resolution times: Critical Fault - 60 mins, High - 4 hours, Medium - 12 hours, Low - 48 hours Service availability is 99.90%+ for core service. Mean Average PESQ Score target of 4.1 for G.711 and 3.7 for G.729. We provide Service Desk and Account Management Teams. Support engineers answer the phones in the Gamma Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Users are supported through a structured onboarding and adoption approach designed to ensure a smooth transition to MS Teams Telephony. Onboarding follows Microsoft best‑practice guidance for Cloud Voice deployments and typically includes a design and discovery workshop with key stakeholders to confirm requirements and service configuration.; The service is provisioned and configured by the supplier, including Microsoft tenant preparation, user enablement, number porting from existing ISDN or SIP services, and call routing setup. Comprehensive handover and acceptance testing is completed to confirm readiness for live operation.; Users are provided with clear onboarding, administration and user documentation. Online training resources, including tutorial videos and webinars, are available, with optional chargeable onsite or remote training where required. Administrator training is provided for web‑based management portals, including inbound call control, reporting and analytics tools.; Ongoing support includes 24x7 service assistance, a customer support manual detailing contact and escalation routes, and access to named account and service management resources to support adoption and ongoing use.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • .mpg
  • .doc
• End-of-contract data extraction: Information is purged as part of the decommissioning process. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken. This information can be easily downloaded for extraction into excel.
• End-of-contract process: At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Numbers can be ported from our GammaUCX service to another supplier following the industry standard process.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Language used and document structure simple and easy to follow, any images used are described in the text.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Clients are available on desktop (Windows, Mac, Linux), web and mobile (Android, iOS), all requiring an active internet connection with no offline mode.; For Operator Connect users, an optional SIP Trunk Call Manager app is available. After installation, users can log in to manage permitted call‑routing features such as diverting calls, updating call plans or routing to voicemail. The app also provides key reporting insights, including call history and performance graphs.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: We have an optional bolt on - SIP Trunk Call Manager. Portal-based, the user is able to log in and has access to edit components of call routing for numbers provisioned on this service 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 also available including Performance graphs and call history.
• 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: We are interface testing at present.
• API: No
• Customisation available: Yes
• Description of customisation: Users can customise the Microsoft Teams Telephony service to meet operational, routing and integration requirements. Customisable elements include number porting or provisioning new DDIs, call routing rules, call queues, auto attendants, hunt groups, voicemail, announcements, diverts and resilience options such as failover. Optional services including call recording, contact centre functionality and analytics can be added. The service also supports integration with legacy PBX and telephony platforms to enable hybrid or phased migrations.; Customisation is performed through the Microsoft Teams Admin Centre and Gamma’s web‑based customer portals. Administrators can manage users, numbers, calling policies and advanced inbound call control using SIP Trunk Call Manager, which provides time‑based routing, individual DDI control and access to call statistics. Number management, migrations and complex integrations can be configured as part of the managed service.; Customisation is carried out by authorised customer administrators, with Gamma providing support for onboarding, advanced configurations and service changes where required.

Scaling

• Independence of resources: Gamma prevents service contention by combining scalable architecture, resource isolation and proactive capacity management. The platform runs on highly available, virtualised SBCs within resilient UK cloud datacentres, designed to scale elastically and tolerate component failures without impact.; Each customer’s telephony capacity is planned and provisioned individually, ensuring dedicated resources. Gamma continuously monitors utilisation across the network and manages traffic to maintain performance during peak demand.; Capacity is regularly reviewed through operational governance, with ongoing forecasting and utilisation checks to ensure sufficient headroom and consistent service quality for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: Gamma provides service‑usage, quality and performance metrics to monitor and optimise Teams Telephony. Customers access per‑call diagnostics and organisation‑wide trends via Teams Call Analytics and CQD. Gamma’s inbound analytics add per‑number insights (volumes, answered/missed, locations, peaks, trends), with advanced reporting available. Regular service reports cover incidents, SLA performance and overall experience, supporting transparency and continual improvement.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: 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: MS Teams Telephony service availability is calculated as: Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident. Availability Measurement Period: 1 Calendar month. Target availability for GammaUCX is: 99.90%+. Not included: - Outages which are deemed by us to be the result of matters outside of its direct control - Planned or emergency maintenance works - User error Notes: (1) Core functions are defined as Gamma Switching infrastructure, transmission equipment and core network, the service that supports call routing and termination. (2) Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
• Approach to resilience: Gamma’s MS Teams Telephony service is designed for high availability and fault tolerance through resilient cloud architecture and accredited business continuity practices. The service uses virtualised Session Border Controllers deployed in highly available clusters within AWS, designed so that multiple component failures within a cluster can occur without impacting service continuity. These clusters run in UK government‑compliant AWS data centres, providing geographical resilience across regions (London and Ireland).; Gamma also underpins resilience with certified continuity processes, holding ISO 22301:2012 Business Continuity Management accreditation. Detailed continuity and resilience controls can be shared on request where appropriate.
• 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:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: 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

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: Cyber Essentials, Cyber Essentials Plus
• Information security policies and processes: 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: Yes

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: 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: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We 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: 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. We 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: 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: Yes

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: Yes
• Free trial available: Yes
• Description of free trial: Please contact Gamma - we have various free options available dependent on requirements.
• Link to free trial: N/A

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 12.5%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Wednesday 2 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Monday 17 June 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: A-LIGN
• PCI DSS accreditation date: Friday 12 September 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C4531076-493b-4813-a761-c80d933ad97c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 4f2547da-4b2d-4057-bfd9-b6553ac0faee
• Other security certifications: Yes
• Any other security certifications:
  • ISO22301
  • CREST SOC

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

    • 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
    • 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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

  • 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
    • 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

  • 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

    • 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

  • 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

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 bidteam@gamma.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.