Daisy Communications Teams Direct Routing
Daisy has partnered with Gamma to provide a multi tennant Microsoft Teams Direct Routing solution.
Microsoft Teams - Direct Routing provides the ability to enable PSTN calling within Microsoft Teams using
Gamma as the underlying infrastructure provider.
Features
- Hosted Direct Routing as a Service
- Includes bundled outbound calls to 01, 02, 03 and 07
- Integrates with contact centre, call recording and your current PBX
- Full unified communications platform in the cloud
Benefits
- Allows you to quickly and easily enable telephony in Teams
- Better value and more flexible than Microsoft Calling Plans
- No on premise equipment to manage or maintain
- Fully utilise your Microsoft licences
- Fully unify communications on one platform
- Remove the burden of legacy telephone systems
- Highly resilient as cloud based
Pricing
£5 a user a month
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
5 0 0 2 2 8 9 5 3 4 7 0 5 7 9
Contact
Daisy Communications Ltd
Jacob Brown
Telephone: 07741140260
Email: jacob.brown@daisycomms.co.uk
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
- Microsoft Teams. You need Microsoft Teams with an E5 or E3 plus Phone System add-on license.
- Cloud deployment model
-
- Public cloud
- Hybrid cloud
- Service constraints
- You need Microsoft Teams with an E5 or E3 plus Phone System add-on license.
- System requirements
-
- Internet connectivity
- Firewall guidelines
- Minimum device specification
- Network hardware
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
P1 fault - response in 1hr, updates every 4hrs till resolution
P2-P3 fault, response in 4hours and minimum time for next update is 12 working hours till a resolution fix time is known
General query, 4hour response, SLA of a 5 days completion unless a new resolution time has been provided - 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
- Yes, at extra cost
- Support levels
- No paid support option on any at the moment. Further information can be found in the service descriptions
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Onsite training is provided at point of install and additional training can be given at any point of the life of the contract (may incur additional costs). Product guides can be accessed via the client portal and can be sent out from the support teams
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- All key information can be gathered in My account, additional information can be gather via raising a support ticket
- End-of-contract process
- At the end of the contract there will be no price increase and agreed contract rates will continue. Customers must give 90 days notice before the end of their contract to terminate or the contract will roll for 1 year
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Opera
- 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
- No feature difference just different appearance
- Service interface
- No
- User support accessibility
- None or don’t know
- API
- No
- Customisation available
- Yes
- Description of customisation
- Inbound and outbound call routing, turning features on and off at user level
Scaling
- Independence of resources
- Our Suppliers network is a fully scalable service that is based on AudioCodes Cloud Edition virtual Session Border Controllers hosted in AWS. Cloud Edition offers increased high availability and scalability and flexibility for tenants. Having the AudioCodes Cloud Edition highly available clusters in place means that multiple components can fail within a single cluster without impact to the service. The highly available solution is located in AWS UK government compliant datacentres (in London and Ireland).
Analytics
- Service usage metrics
- Yes
- Metrics types
- This can be viewed via a web gui to see call usage, this data can be seen as a dashboard or be exported too
- Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Gamma Telecoms Limited
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- None
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
- Never
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- 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
- This can be completed via the users web Gui Login
- Data export formats
-
- CSV
- Other
- Other data export formats
- Data import formats
- CSV
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)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
- The service availability SLA for the service is 99.95%.
- Approach to resilience
- Our Suppliers network is a fully scalable service that is based on AudioCodes Cloud Edition virtual Session Border Controllers hosted in AWS. Cloud Edition offers increased high availability and scalability and flexibility for tenants. Having the AudioCodes Cloud Edition highly available clusters in place means that multiple components can fail within a single cluster without impact to the service. The highly available solution is located in AWS UK government compliant datacentres (in London and Ireland).
- Outage reporting
- Via contacting our support Teams through email or via phone
Identity and authentication
- User authentication needed
- No
- 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
- Never
- Management access authentication
-
- 2-factor authentication
- Username or password
Audit information for users
- Access to user activity audit information
- No audit information available
- Access to supplier activity audit information
- No audit information available
- 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
- British Standards Institute
- ISO/IEC 27001 accreditation date
- 30/04/2020
- What the ISO/IEC 27001 doesn’t cover
- The scope of the ISO27001 certificate relates specifically to activities conducted from the Head Office location in Nelson. Additional activities that are conducted from our Prudhoe and Aston offices, including marketing and System Provisioning, are not within the scope of the certificate.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- No
- 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
- We follow and are accredited to ISO27001. The ISMS policy can be provided on request.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- A ticket would need to be raised with the support team and would be given a unique reference, which would then be reviewed by a support team member. The changes would then be completed, logged and tested with the customer to makesure they hit the requirement requested.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- R&D engineers review the configuration of the solution and simulate usage scenarios to expose potential configuration issues which can lead to security incidents. • Executive performs regular penetration testing as part of our suppliers Cyber Essentials accreditation. • R&D team reviews release notes for all the key vendors and if a vulnerability is a patch is applied following emergency change request (typically same day). • Exactive receives communication directly from vendors for any major security vulnerability and software bugs.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
This product is actively monitored by our supplier who will make us aware of issues proactively.
Tickets are logged in our CRM and if a compromise is found it will be logged with the supplier and the buyer, please see our SLA for response times - Incident management type
- Supplier-defined controls
- Incident management approach
- Customers can generate tickets by emailing our support inbox. Tickets are automatically generated via our CRM and assigned a category and further sub-issue types where necessary by the engineer who is working on the ticket. Customers can also call in and a member of the team will raise a ticket accordingly. Customers are automatically updated on the status of their ticket when any change is made and an incident report can be provided on demand, bespoke to the customer and their incident.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Fighting climate change
-
Fighting climate change
Daisy Communications are currently working to implement a company wide ESG framework. This framework is further supported by our ongoing certification to ISO14001. We have environmental objectives including a plan to be come carbon neutral by 2028. This is in addition to measures already implements to reduce our carbon footprint including transitioning to an all hybrid fleet, replacing all existing lightbulbs with low energy alternatives and switching to renewable energy sources. - Covid-19 recovery
-
Covid-19 recovery
The Daisy Communications Health and Safety team continues to monitor the latest government guidance in relation to the COVID-19 pandemic and ensures any and all required safety measures are implemented within the building. This is further supported by periodic training and awareness plans to ensure all employees are aware of their responsibilities to protect themselves and others. - Tackling economic inequality
-
Tackling economic inequality
Daisy Communications is committed to tackling economic ineuality by paying all employees the living wage, eliminating employee discrimination, complying with all applicable tax laws, and encouraging the same investment throughout our supply chain. - Equal opportunity
-
Equal opportunity
Daisy Communications have a documented and embedded equality and diversity policy. All employees are required to review this policy before any probationary period is signed off as complete. The HR department continuously monitors adherence to this policy with concerns flagged to Senior Management and the Compliance team. - Wellbeing
-
Wellbeing
Daisy Communications takes the mental and physical wellbeing of employees very seriously. Over the last 6 months, members of the HR team successfully completed Mental Health First Aider training and presented an interactive workshop on the subject with all employees across the business. This is in addition to ongoing initiatives like coffee and cake mornings, cycle to work schemes and new starter mentoring schemes, all of which are aimed at improving the mental and physical health of employees.
Pricing
- Price
- £5 a user a month
- Discount for educational organisations
- Yes
- Free trial available
- No