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
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
-
- 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
-
- 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