NG Bailey IT Services Limited

NG Bailey Cloud Communications (Ring EX Direct Routing)

Native Teams dialing. Direct Routing for Microsoft Teams works behind the scenes to power reliable calling and an expanded global reach, all while users leverage the familiar Teams interface

Features

• Enterprise-voice capabilities, whilst remaining within the MS Teams app
• Call Controls: Users can mute/unmute, hold, resume, transfer calls
• IVR: Create sophisticated global call-flow configurations
• Call Handling: Route incoming calls to any/all the users’ devices
• Global: Leverage phone system capabilities in 40+ countries
• Seamlessly record inbound and outbound calls from any device
• Real-time Analytics: Complete visibility of all calls and interactions
• Resilient infrastructure using Teams certified Session Border Controllers
• Includes outbound calls to UK numbers and 26 EU countries

Benefits

• Natively integrates into Teams, providing a complete all-in-one collaboration solution
• Access our powerful cloud PBX, without leaving MS Teams interface.
• Native UX in Teams for simple user adoption
• Complete visibility across Teams voice communications. Advanced reporting and analytics
• No additional Direct Routing Fee for Microsoft Teams
• Connect to your existing phone numbers, using enterprise-grade communications
• Take advantage of our great value international call bundles
• Reduced Traffic routed via Microsoft Data Centre. Improved call quality

£14.89 to £200.00 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 David.Stonehouse@ngbailey.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

619843071345312

Contact

David Stonehouse
07971157841
David.Stonehouse@ngbailey.co.uk

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: Direct Routing for Microsoft Teams is a specific integration for Microsoft Teams, though RingEX (which powers the service) can be used outside of Microsoft Teams
• Cloud deployment model: Public cloud
• Service constraints: Direct Routing for Microsoft Teams integrates with Microsoft Teams, though can be used without and RingEX is a pure cloud solution which can run on Windows, Mac, Android, and iOS as well as being available via WebRTC in a Modern Browser
• System requirements:
  • Windows 8.1 (64-bit), or later
  • MacOS 10.13 (High Sierra), or later
  • Intel Skylake-class 6th Gen-i3, i5, or i7 processor, or later
  • AMD Excavator-class (2015) processor, or later
  • At least 8 GB of RAM
  • Minimum bandwidth requirements for Meetings Two participants: 1 Mbps download/upload
  • Minimum bandwidth requirements for Meetings Two+: 1.5 Mbps download/upload

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: NG Baileys Cloud Support Centre would look to respond to questions within 1 hour. For more complex questions the response would be the next working day; ; We have a Priority System and for telephone responses we have the following:; ; Priority 1; Initial Response Time : All phone calls are answered on average less than 5 minutes; Priority 2; Initial Response Time: All phone calls are answered on average less than 5 minutes; ; Priority 3; Initial Response Time: All phone calls are answered on average less than 5 minutes. Web Cases:< 8 Hours; ; Priority 4; Initial Response Time < 24 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Partnering with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.; ; The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more
• Onsite support: Yes, at extra cost
• Support levels: The NG Bailey packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you require onsite support, our Professional Services team will work with you on the best solution
• Support available to third parties: No

Onboarding and offboarding

• Getting started: NG Bailey IT Services provide a point of contact to support the user with the transition and deployment of the service. The user is issued with electronic user guides and tutorials to enable and start using the service. NG Bailey also provide options to the service for onsite or remote training and for additional professional services if required; ; A robust, yet adaptable, framework encompasses core activities including project initiation, discovery, detailed design, build & configuration, pilot implementation, number (DDI) porting, user and administrator training, acceptance testing, go-live checkpoint and service transition. The training can be both onsite and online based on customer's requirements and needs.; ; We also provide a wide range of user documentation as well as an online user community
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: NG Bailey will provide the customer with an export of any relevant user data that has been held in the system.Users will be able to extract their data. All customer data is destroyed within 30 days of account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired
• End-of-contract process: At the end of a contract, numbers can - if required - be ported from Ring EX to another supplier following the standard industry process.; ; When the contract ends and where the customer wants to transition and move away from our service then we would support that transition. ; ; The transition would be chargeable on a day rate basis and that day rate would be £750 per day. The requirement and total number of days would be agreed with the customer once there is confirmation of the level of support required to allow the customer to transition to the new supplier/service providor.

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: NG Bailey Cloud Communication Ring EX is a cloud-based solution and is available anytime, anywhere on the device of your choice, via a desktop and mobile client. We highly value user experience and our solution has been recognised as one of the most intuitive in the market by several analysts. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities.Your users do not need to learn and relearn how to use the solution
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. We provide an administrator portal which allows a system administrator with the highest levels of access to control every aspect of the solution.; ; There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. NG Bailey is also able to perform adds, moves, and changes on your behalf if desired at no cost.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.; ; The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more
• API: Yes
• What users can and can't do using the API: The service has an open API platform for business to build communications capabilities and systems of their choice
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can choose the way they communicate by customising call configurations and call flows as well as setting up the devices of their choice.; ; Further customisation is available through using the OpenAPIs for integration into other business applications, either via low code or full code

Scaling

• Independence of resources: The NG Bailey Cloud Communications (Ring EX) service platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution Ring EX is highly scalable and provides service availability up to 99.999%

Analytics

• Service usage metrics: Yes
• Metrics types: NG Bailey will provide full call log and call recording details as well as call costs in the online management portal.; ; This is supplemented with powerful analytics for reviewing performance and aspects such as Quality of Service and MOS (Mean Opinion Score) values.; ; We provide live reporting at an additional cost, which provides full live reporting capabilities allowing for wallboards based on queue, group, team or individual reporting
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: Yes
• 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 CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: NG Bailey will work with the customer on a case by case basis to export any required data from the service platform. NG Bailey will export this data on the customers behalf and provide it in a format that is appropriate to the service being provided
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • XLS

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: NG Bailey service has been designed from the ground up with high availability and geo-redundancy in mind.; ; RingEX has a guaranteed 99.999% service uptime. We will share on financial compensation adjustments associated with underperformance upon request
• Approach to resilience: NG Bailey can make this information available upon request
• Outage reporting: NG Baileys Cloud Support team and Network Operations Team are continually monitoring the services. ; ; The network operations centre (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms.; ; We use 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance):; ; -Informational (take note, no direct action results); -Warning (watch and take action as needed); -Critical (immediately fix and/or escalate); -Service Outage (immediately fix and escalate); -Disaster (immediately fix and escalate through a live conference call regardless of day or time).; ; Customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users can set up multi-factor authentication in any Ring EX app or in the Ring EX Admin Portal.; ; - Google Authenticator; - Microsoft Authenticator; - Okta Verify
• Access restrictions in management interfaces and support channels: The Rind EX service has complex password requirements to restrict access to its service. Upon entering the wrong details multiple times a user's account will be locked.; ; Within the Ring EX administration portal, users can apply role-based access control to ensure only designated users have access to certain functions
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Users can set up multi-factor authentication in any Ring EX app or in the Admin Portal.; ; - Google Authenticator; - Microsoft Authenticator; - Okta Verify

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 27/03/2023
• What the ISO/IEC 27001 doesn’t cover: The certificate scope comprises the Information Security Management System (ISMS) supporting the technology, processes, and operations underlying the following products:; • RingCentral Message, Video, Phone (MVP); • RingCX and Ring EX
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • ISO 27018
  • ISO 22301
  • ISO 27001
  • GDPR
  • German BSI C5
  • HITTRUST CSF Certified
  • HIPAA
  • SOC 2+ FINRA CSR

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: NG Bailey IT Services deploy methodologies and Information Security Management Systems as part of our ISO 27001 accreditation and we are audited against this. We are also aligned with ISO 22301:2019. Our Group Security Manger is responsible for maintaining information security and they are directly accountable to the Chief Operating Officer. Our policy covers but is not limited to the following key areas: Group Legal: GDPR Policy and procedures. Group ICT: ICT Security Manual, Mobile Device Policy, Classification Policy, Cyber Essentials & Cyber Essentials Plus certification. Group HR: Pre-employment screening, Terms and conditions of employment, Disciplinary procedures. Security and Resilience: Business Continuity, Personnel Security (Government Vetting). Audit and Assurance: Risk Management Framework Information security education and awareness training is a component part of information security. As a minimum, all NG Bailey staff complete: • GDPR awareness training (at onboarding defined within the GDPR policy) • Digital Safety Training as continual e-learning (annually) The following information security awareness sessions are undertaken: • Bi-Monthly Security Liaison Group: chaired by the Group Security Manager for anyone with security responsibilities. • Quarterly ISMS workshops: chaired by the Group Security Manager, focusing on individuals who are actively managing ISMS requirements

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The Ring EX service network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans; ; The service is managed with methodologies and processes aligned with ITIL for configuration/change management using change approval board for changes to the service aligned with quality process under ISO 9001 and Security governance under ISO 27001 managing assets and resources within our CMDB
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402; ; NG Bailey continually assess software and firmware across deployed services, both by assessment of vendor product and security release notes as appropriate or our Release Management Tool. The tool monitors firmware and software revisions at the latest release using CMDB as a source for the existing release levels. We assess the releases and our policy is to ensure that security breaches and updates are deployed immediately Non critical releases are deployed if it is to resolve a known issue or following consultation with the customer
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: NG Bailey deploy a proactive management platform that is continually polling and recording/logging events such as specific Traps (SNMP, System Alarms, Sys Log/Log file access to protect against credential theft, account impersonation,bandwidth impacts as a subset of the over arching protective monitoring we undertake Events and alerts are immediately flagged as tickets to our 3rd line Cloud Support Specialists. These events are resolved as a priority 1 and updates are managed and deployed with the appropriate updates and information being issued to the end user. We would expect to respond to incidents of this nature within a matter of minutes
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: NG Bailey provides access to a knowledge base portal which has defined articles and templates which can be used for common issues and be self service to a degree Incidents would be reported and logged as tickets to our Cloud Service team. Incidents can be logged via telephone calls, email or where created via a customer bespoke portal Incident reports would be made available to the end user within the agreed schedule of reporting as defined in the specific service schedule and presented by our service manager

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  NG Bailey takes climate change and environmental and socials responsibility seriously as an organisation and we have a commitment to Net Zero Carbon and Zero Waste by 2050. We actively work within Scope 1, Scope 2 and Scope 3 and our commitment to achieving this target; ; Unified Communications Light allows customers and their employees to work and collaborate effectively and productively whilst eliminating the requirement for regular travel.; ; Features of the service allow customers to also federate and work with their clients in an interactive environment and reduces the necessity to travel regularly to client premises; ; This interaction using the cloud service reduces the carbon footprint and emissions from user vehicles, public transport vehicles and other modes of transport

  Covid-19 recovery

  NG Bailey Cloud Communications services have been utilised extensively by customers to provide effective collaboration and interaction services whilst allowing employees and organisation to maintain contact, fulfil their job roles and ensure that companies can survive and trade and utilise their workforce effectively whilst allowing people the ability to isolate and protect themselves and vulnerable family but continue to work and contribute to their role; ; NG Bailey is helping to support inclusion and diversity in the virtual workplace, allowing individuals to consider roles for a whole range of local and national employers, for whom they might have been considered ill-suited because of childcare commitments, commuting time or distance, disability or illness

  Tackling economic inequality

  As a technology business, in a high growth sector, through our non-location specific, cloud-based, solutions we are enabling a broader range of recruitment opportunities not only for our own business, but for those departments and agencies moving to Government Hub working

  Equal opportunity

  The advantage of NG Bailey Cloud Communications is that it will allows organisations to recruit personnel with a greater degree of flexibility in terms of accessibility, geographical or travel limitations, health shielding challenges and to be part of an active and engaged workforce

  Wellbeing

  NG Bailey Cloud Communications allows users to work in a more balanced way and choose how to interact with their colleagues, external partners and customers and to engage with their managers to allow for a more balanced lifestyle. Enabling people to work at home and be able to be close to schools for drop off and pick up, reduce travel and reduce the amount of stressful commuting and reduce the weekly cost of commuting. This all contributes to a more balanced lifestyle and supports the individual approach to wellbeing having choices of how to work and engage

Pricing

• Price: £14.89 to £200.00 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 David.Stonehouse@ngbailey.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.