VIRTUAL FIRST LTD

Microsoft Teams Direct Routing Business Phone Solution

Virtual First integrates PSTN cloud Calling, into Microsoft Teams, by enabling the softphone system capabilities with our direct routing service. Integrate analytics to measure communication and improve customer experience and track performance. Automatically transcribe calls for efficient reporting and audit. Unify business calling systems and enable remote collaboration.

Features

  • Access to global PSTN network
  • Professional and Managed Services approach for your Microsoft Teams Strategy
  • Make and receive calls anywhere with CloudTalk's hosted architechture
  • Advanced Call Options: Call recording, reception services, hot desking, transcription
  • Emergency Call Divert
  • Multiple data centres that support Disaster Recovery and High Availability
  • Call Transcription, voicemail transcription for staff training and record keeping
  • Advanced Reporting, call handling efficiencies, productivity, call patterns and behaviour
  • Agile working: flexible and remote working for a collaborative approach
  • Cloud-based solution with no expensive initial outlay/traditional hardware

Benefits

  • Optimise your O365 calling environment
  • Replace PBX with full voice capabilities into Microsoft Teams
  • Ssingle platform to consolidate communications, logs and collaboration tools
  • Simplify administration and improve user experience for an efficient workforce
  • Significantly reduce communications costs, still maximising your existing O365 license
  • Single partner to execute your cloud voice migration strategy
  • Launch calling features via desk phone, and headset devices
  • Adopt gile working methodologies, adapt to a remote working model
  • Industry leading professional services to assist cloud phone system migration
  • Call analytics and reporting, including call times, and call quality

Pricing

£3.95 to £7.75 a user a month

  • Education pricing available
  • Free trial available

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 info@virtualfirst.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 1 6 9 2 6 4 8 7 8 0 2 2 0 4

Contact

VIRTUAL FIRST LTD Cloud Collaboration Sales Team
Telephone: 02034323136
Email: info@virtualfirst.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Office 365 suite and Microsoft Teams
Cloud deployment model
Public cloud
Service constraints
No
System requirements
  • Phone System Licence
  • Microsoft Office Licence
  • Teams client installed
  • Internet 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
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
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
Yes

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
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Microsoft Office suite
  • Video tutorials
End-of-contract data extraction
On a per request basis, using secure FTP
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
Yes
Supported browsers
  • Internet Explorer 11
  • 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
Differences are limited to the features of the Microsoft teams App.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Teams Administration Portal
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Tested by Microsoft https://blogs.msdn.microsoft.com/accessibility/2017/02/20/supporting-enterprise-and-government-customers-with-accessibility-standards-conformance-testing-for-microsoft-products/
API
Yes
What users can and can't do using the API
Create/Add/Delete/Change Users
Assign numbers, Assign Calling Plans, View available Numbers
API documentation
Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment
No
Customisation available
No

Scaling

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

Analytics

Service usage metrics
Yes
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

Resellers

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
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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • 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
On a per request basis, using secure FTP
Data export formats
CSV
Data import formats
CSV

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
Microsoft Teams is hosted on Microsoft's Azure Platform which is highly resilient. Calling plans available via dual data centres, and failover between data centres.
Outage reporting
We inform our clients via e-mail as standard.

Identity and authentication

User authentication needed
Yes
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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
24.03.2022
What the ISO/IEC 27001 doesn’t cover
None
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
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
Office 365 has developed formal standard operating procedures governing the change management process. These cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others.
Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in datacenters around the world.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Office 365 runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the Office 365 environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. In Addition we have several management processes including pen tests, review of all critical and security patches issued by vendors and reviews of potential threats. An assessment is made and action taken in line with the threat level. Patches may be deployed on same day if appropriate.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform.
Incident management type
Supplier-defined controls
Incident management approach
A published set of priority levels and SLAs. Users report incidents either by telephone, online or email. Incident reports are issued by email or telephone as per a pre-agreed arrangement with the customer.

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

Social Value

Fighting climate change

Fighting climate change

N/A
Covid-19 recovery

Covid-19 recovery

N/A
Tackling economic inequality

Tackling economic inequality

N/A
Equal opportunity

Equal opportunity

N/A
Wellbeing

Wellbeing

N/A

Pricing

Price
£3.95 to £7.75 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
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 info@virtualfirst.uk. Tell them what format you need. It will help if you say what assistive technology you use.