CLARANET LIMITED

Direct Routing for Microsoft Teams Phone

Direct Routing for Microsoft Teams Phone is a secure, high availability, external calling (PSTN) service for Microsoft Teams Phone System. Delivered from scalable, customer-dedicated session border controllers, it enables users to make and receive calls using the Teams app, providing a unified communications and collaboration experience across your organisation.

Features

• External (PSTN) calling capability for Microsoft Teams Phone
• Porting of existing and provision of new geographic phone numbers
• Highly available with delivery from geographically diverse datacentres
• Manage numbers and call routing via intuitive administration portal
• Overlay cloud features including queues, call recording, and collaboration tools
• Integration with Claranet Hosted Voice for hybrid solution option
• Integrate on-prem phone systems using SIP

Benefits

• Replace legacy phone systems with Microsoft Teams Phone
• Provide hybrid and remote working capabilities
• Benefit from existing user familiarity of Microsoft Teams
• A single, unified application for all communications and collaboration
• Highly scalable - add users and numbers as required
• Improved business continuity with cloud routing and no site dependency
• Enjoy predictable costs with per user per month, pricing model

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

600312160717945

Contact

Claranet UK Bid Team
020 7685 8000
Uk-bidteam@claranet.com

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams (Phone)
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements:
  • Requires suitable WAN connection or Internet access
  • Requires necessary Microsoft licenses to use Teams Phone
  • Requires end users to have access to Microsoft Teams app

User support

• Email or online ticketing support: Yes
• Support response times: For a question (not a fault/issue), this assumes it is a Service Request, in which case we have a response SLA of 4 hours, and a subsequent update SLA of 12 hours. For a Service Request, this SLA operates 8x5.
• 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: No
• Support levels: Claranet’s managed services support includes a 24/7 Service Desk, proactive monitoring, structured incident and major incident handling, case prioritisation, problem management for root cause resolution, and controlled release management. These ITIL-aligned processes deliver consistent, reliable customer experience across all managed services. We don’t charge for anything listed above, but enhanced SLAs are available at an additional cost. We provide both Technical Service Manager (TAM) which is a costed service, while the Cloud Support Engineer is treated as included as standard.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Claranet can provide optional professional services to help the customer administrator connect the service to their Microsoft Teams environment. Our delivery team will also co-ordinate the porting of numbers, and provision of any additional features or services that are ordered with the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Claranet works with customers to return their data at the end of their contract. We can advise on multiple secure extraction methods to transfer files to the customers destination or media of choice.
• End-of-contract process: Claranet’s end-of-contract process ensures a secure and smooth service termination. Customers must submit a formal cancellation request and provide the required notice period as per their agreement. Once confirmed, any technical services are decommissioned, access rights, accounts, and monitoring tools are deactivated. Claranet offers secure disposal of equipment to maintain compliance and data protection, fully in line with WEEE regulations.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: The Microsoft Teams app is not in scope of this service, but it is required in order to use Teams Phone.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The primary service interface for administrators interacting with the service is the Business Portal. This enables administrators to view and manage their sites, SIP trunks, numbers, and optional cloud overlay features. Though not in scope of this Direct Routing service, customer administrators will also interact with Teams Phone features and settings via the Microsoft Teams Admin portal.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We are familiar with the requirements and best practices of accessibility testing.
• API: No
• Customisation available: Yes
• Description of customisation: The service can be customised to meet varying customer requirements. ; ; Administrators can customise their service features including number allocation and trunk settings, as well as any optional cloud features, including call recording, call routing, historical and live external call analytics (wallboards).

Scaling

• Independence of resources: The service is delivered from highly scalable, geographically resilient, carrier platforms that are designed and engineered to support hundreds of thousands of users. They are constantly monitored for utilisation and additional capacity can be added to platform at any point.

Analytics

• Service usage metrics: Yes
• Metrics types: Call reports for external (PSTN) calls can be viewed by the customer administrator in the Business Portal.
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: BT Wholesale

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: There is no facility for end users to export data from the service. Relevant end user data (for example contacts) is available through the Teams app, which is not in scope of this PSTN calling service. Administrators are able to view data (and optional analytics) including phone numbers through the service administration portal.
• Data export formats: Other
• Data import formats: Other

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: The complex nature of the IP supply chain between your endpoint and the core platform means that we cannot offer an end-to-end service credit agreement, but instead offer a Core Platform service credit model. This is inclusive of the Hosted Voice platform and the Claranet-managed Session Border Controllers only. Please note that this only covers outages to the Teams Voice capability and is not applicable if the failure is with the Teams platform itself.; ; Service credit calculations:; ; Claranet Teams Voice as the underlying voice platform has a Core platform availability KPI of 99.95%. ; ; The scale of credit payment would be: ; ; Monthly availability Service Credit ; 99.95% – 98.50% 15% ; 98.50% – 97.00% 30% ; 97.00% – 95.00% 50% ; Less than 95.00% 50% ; ; Outages are measured from the point that Claranet responds to a ticket that you submit either via Claranet Online of via telephone to the Claranet Service Desk and to the point where Claranet advise that your service has been restored. ; ; Claims must be submitted within 30 days, and credits are applied two months later. Maximum credit per month is 50%.
• Approach to resilience: The service is delivered from high-availability, geographically redundant carrier infrastructure that is designed to automatically manage an outage of any individual location, whether than be the datacentre or connectivity to that location. This provides seamless, user transparency failover, in the event of an IP network, application or hardware failure. This ensures that no single point results in a service outage. Key features include:; Geographic redundant distributed across multiple secure locations.; All services are provisioned so that end customer devices connect to 2 geographically separate PoP sites.; Each PoP is built with high availability (HA) pairs of SBCs so that if one fails, service continues uninterrupted on the other device.; In the unlikely event the primary PoP become unavailable, service resumes via the secondary WHC PoP site. Direct layer 2 Fibre connection to BT 21CN network. Direct connection into BT’s Colossus networks.; Monthly Capacity and trend analysis reporting. The platform is geographically resilient and located at 10 different locations. For security reasons this information is not published.
• Outage reporting: Email alerts and portal.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Authentication for internal management access to the session border controllers is delegated to Entra. MFA is required and Conditional Access is in effect. Internal management access to the session border controllers is also subject to IP address restrictions for additional security.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: Between 1 month and 6 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: Between 1 month and 6 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: ISO27701, PCIDSS, and Cyber Essentials Plus.
• Information security policies and processes: Claranet publish a security and compliance overview made available on request. This document contains information on our technical and organisational measures as well as our data privacy controls.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a formal ITIL aligned change management process to ensure all changes are planned, assessed, and approved before implementation. This includes impact analysis, scheduling within agreed maintenance windows, and clear communication to stakeholders. The service includes management of the session border controllers which incorporates period updates to their software. When these are made available by the vendor, Claranet will review, test, and schedule deployment. Standard changes are handled quickly, while complex changes undergo additional review and testing to reduce risk. Our approach prioritises transparency, compliance, and service stability, giving customers confidence that every change is managed securely and efficiently.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Claranet’s vulnerability management approach is a continuous, risk-based process that identifies, prioritises, and remediates security weaknesses across infrastructure and cloud environments. It includes automated scanning, CVSS-based risk scoring, scheduled patching, and verification to ensure compliance and resilience. The lifecycle covers discovery, assessment, remediation, and monitoring, supported by threat intelligence and compliance frameworks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Claranet’s vulnerability management approach is a continuous, risk-based process that identifies, prioritises, and remediates security weaknesses across infrastructure and cloud environments. It includes automated scanning, CVSS-based risk scoring, scheduled patching, and verification to ensure compliance and resilience. The lifecycle covers discovery, assessment, remediation, and monitoring, supported by threat intelligence and compliance frameworks.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process ensures rapid response and resolution to minimise business disruption. We operate a 24/7 service desk with clear escalation paths and defined SLAs for response and fix times. Every incident is logged, categorised by severity, and prioritised based on business impact. Communication is proactive, keeping customers informed throughout the lifecycle. Root cause analysis follows major incidents to prevent recurrence, and all actions are documented for transparency and compliance.
• Post-quantum cryptography secure: Yes

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: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Wednesday 22 May 2024
• What the ISO/IEC 27001 doesn’t cover: This certification covers everything we do applicable to ISO/IEC 27001, no exclusions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intertek
• ISO 9001 accreditation date: Wednesday 7 June 2023
• What the ISO 9001 doesn’t cover: This certification covers everything we do applicable to ISO 9001, no exclusions.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Pen Test Partners
• PCI DSS accreditation date: Friday 13 December 2024
• What the PCI DSS doesn’t cover: N/a
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4377ebef-31ac-49ef-9943-13c7f3e3f9a5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 66b24695-ed3f-4797-bb2c-65b58932576d
• Other security certifications: No

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
    • 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

  • 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: 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 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

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.