Opus Telecoms

Operator Connect Teams Direct Routing

Operator Connect is an enhanced Microsoft Teams Direct Routing solution. It adds Gamma voice telephony call plans to the standard MS Teams offering replacing Microsoft calling plans or on-premise equipment. The Unified Communications Service (UCaaS) is managed directly from Teams Tenant Admin Centre. Integrated direct peering between Gamma and Microsoft.

Features

• Choose the number you present
• Keep your existing telephone numbers
• Built-in Business Continuity as standard
• Protect yourself from Fraud with in-built tools
• Inclusive call minutes to 01,02, 03 and 07 numbers
• Optional inbound call control on your telephone numbers
• Carrier-grade core network
• Ability to increase call capacity quickly and easily

Benefits

• Full control of outbound call presentation regardless of location
• Keep numbers important to your business regardless of any relocation
• Protect from on-site failures with network divert on DDI basis
• Guard against fraudulent calls
• Value for money and reduce bill shock
• Improved resilience across the entire estate
• Simplified architecture using data infrastructure
• Pay for channels you need, when you need them

£2.50 to £2.50 a unit a month

• Education pricing available

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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

647158856515869

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Gamma's Inbound Service
• Cloud deployment model: Public cloud
• Service constraints: As a VoIP service, calls to 999 via SIP trunks may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.; ; In such circumstances the customer should use their PSTN line or mobile to make the emergency call.
• System requirements:
  • Microsoft 365 or Office 365 license including Teams
  • Microsoft Phone System add-on
  • An internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response time for email and ticketing support is within 30 minutes during the week, at weekends we recommend customers call us.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: None
• Onsite support: No
• Support levels: The Opus service offerings provide a full range of contracted options for supporting customers, ranging from business hours Monday to Friday to 24 x 7 and everything in between. In all cases, the maximum response time for starting problem diagnosis is 30 minutes. However, we can advise that, in most cases, work starts in around 10 minutes.; ; Service Window; • Premium - 24/7; • Superior - 8.00 - 20.00 Monday - Friday; • Custom - 8.00 - 18.00 Monday - Friday; ; Pricing is provided under the Support Services for G Cloud 13 Service Listing. You will be assigned a Dedicated Account Manager, details of this can be found within the Service Definition document accompanying this listing.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our MS Teams Direct Routing product does not require specific user training, although we do provide comprehensive user acceptance and handover documentation. We also supply a customer support manual for all contact points and escalations. ; ; We also provide online and webinar training for our web-based billing and reporting tool.; ; A named Account Director will also be assigned to your account to support you.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The Gamma Portal is a secure online space giving customers complete visibility of the assets that we manage for them. We offer a complete view of their estate, including telephone numbers (CLIs), the product related to that number and its geographical location. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.; ; This information can be easily downloaded for extraction into excel.
• End-of-contract process: At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Through our online billing and reporting portal, customer can get their asset list, including numbers that can be ported away and details of the services they currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: If you have the Teams application loaded onto your mobile device there is not any difference between the mobile and desktop service.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: No

Scaling

• Independence of resources: We undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage our customer's requirements. Additionally there is weekly planning review on capacity management adjustments.; Each SIP customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

• Service usage metrics: Yes
• Metrics types: Gamma SIP Trunk Call Manager service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Gamma

Staff security

• Staff security clearance: Other security clearance
• 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
• 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: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: 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: Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CVS format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Service availability is calculated as:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period; Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; Target availability for SIP Trunk Endpoint Resilient Build: ; Core service: 99.99%; Non-Core Services: 99.50%; Not included:; - Outages which are deemed by us to be the result of matters outside of its direct control; - Planned or emergency maintenance works; - User error; Notes:; (1) Core functions are defined as Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.; (2) Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging; (3) A Resilient build SIP Trunking means a Gamma approved; configuration such as dual Session Border Controllers offering geographic diversity.; PESQ score target for G711 is 4.1 and G729 is 3.7
• Approach to resilience: Gamma hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: A public network status dashboard; Email alerts; Portal alerts; Text messages to opted in mobile numbers; Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Relevant only to SIP Trunk call manager services. Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: At least 12 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Gamma was accredited by Lloyd's Register Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: 26/03/2019
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials - Opus
  • Cyber Essentials (Gamma)
  • NICC ND 1643

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: Opus is accredited to Cyber Essentials, the UK government information assurance scheme operated by National Cyber Security Centre; developed in collaboration with industry partners, including the Information Security Forum, the Information Assurance for Small and Medium Enterprises Consortium and the British Standards Institution, and is endorsed by the UK Government.
• Information security policies and processes: Gamma has deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013 and Cyber Essentials. It is supported by numerous policies and processes including but not limited to the following:; ; Information Security Policy; Information Security Incident Policy; Acceptable use policy; Access Control Procedure; Backup Plan; Business Continuity Plan; Confidential Data Policy; Data Protection Policy; ; The Reporting structure is from employees or customers to the Information Security Manager to the Information security Forum which is attended by several Directors and heads of departments. The Information Security Forum meets monthly to review all security incidents and events and corrective actions are agreed and tracked at this forum.; ; To raise awareness Gamma use a computer based training platform for Security Awareness which is repeated annually. Line Managers have a responsibility to ensure their staff are aware of and follow these policies.

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: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages. ; Change Management ensures changes to core infrastructure and services are performed and implemented correctly.; Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’. ; A risk and impact assessment is carried out for each change this involves detailing the assets under change.; The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;; Each patch is assessed and deployed accordingly: ; High - Urgently.; Medium - ASAP.; Low - as time permits.; Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We utilise GPG 13 guidance. We have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
• 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: We have an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

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)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  Opus is committed to achieving Net Zero emissions by 2050, we remain dedicated to reducing our environmental footprint and meeting expectations of sustainability. We are accredited to ISO 14001 Environmental Management Standard, which is based on the company' ability to reduce costs in waste, recycling, and consumption, as well as manage environmental risks. This certification will help Opus’ long-term commitment to reducing its environmental impact - putting sustainability at the heart of our business.; ; Opus believes that everybody is responsible for the preservation of our environment - and that includes us. Of course, we want to be successful in our business goals, but we want to do this whilst ensuring we reduce the impact we have on the environment. That is why we are committed to playing our part. Our efforts do not stop there. We recycle waste in our offices and ensure that we use paper and other resources responsibly to reduce emissions. We dispose of old equipment in line with current legislation. We also invest in our support staff and equipment, and this lets us deal with 90% of all support calls from our offices. ; ; Whilst we are doing everything we can, we still must travel and run offices, so we calculate our carbon footprint and each year we plant enough trees to ensure we are carbon neutral. We want our environmental policy to evolve. We are committed to changing our working patterns to help us preserve the environment. We inform new team members about our environmental policy and help them play their part. ; ; Finally, Opus is committed to effective stewardship of the environment. Together, we can build a resilient future for our planet, its people, and its future generations.
• Covid-19 recovery:

  Covid-19 recovery

  Now more than ever, it’s critical that we make it possible for our customers to continue their operations and help them respond to the unique demands that they may be facing. ; ; In the UK, up to one in five employees engage in flexible working from home or in fact anywhere, it is this flexible approach that is most attractive to the modern-day professional, often more so than money and status. In fact, flexible working arrangements can give companies a key competitive advantage over rivals when attracting top talent for their business.; ; The benefits of a flexible approach are numerous. Employers get employees that are more motivated by the perk, less distracted, less stressed, and often more productive. They also benefit from saved money on reduced rent on smaller office spaces and can attract a wider talent pool as they are not restricted by commuting distance to the office. Employees save 4 hours per day from their daily commute which consequently allows everyone to feel the benefit of less congested roads and rail networks.; ; Of course, such an approach requires trust, but the technology is available to fully support flexible workers to collaborate with colleagues and have the very same, feature rich telephony as if they were sat in the office. Managers benefit from more advanced tools and reports. Marry this with a full Omni channel approach ensures Defra can provide customers, suppliers, and staff the ability to engage with Defra using their preferred media of choice.
• Tackling economic inequality:

  Tackling economic inequality

  From creating new employment opportunities, to improving education and training, Opus is committed to tackling economic inequality at root. Our overriding vision is to help lower the unequal distribution of income and opportunity between different groups in society. ; ; Opus is proud to be an accredited Living Wage Employer, by paying the real Living Wage, we are voluntarily taking a stand to ensure our employees can earn a wage which is enough to live on. The real Living Wage is the only UK wage rate that is voluntarily paid by almost 10,000 UK businesses who believe their staff deserve a wage that meets everyday needs. That basic fairness is at the heart of what the Living Wage campaign is trying to achieve and why great businesses and organisations choose to go further than the government minimum. As well as it being the right thing to do, there is a growing body of evidence demonstrating the business benefits of becoming a Living Wage employer.; ; Our commitment is to work with diverse, high-quality suppliers and is an important aspect of our procurement vision. We only partner with trusted and industry leading technology partners with whom we have developed strong relationships, working close to deliver best of breed technology solutions and services that provide our customers with tailored technology with purpose. ; ; Opus is committed to paying suppliers on time, giving clear guidance to suppliers and encouraging good payment practice.
• Equal opportunity:

  Equal opportunity

  Opus does not discriminate against staff on the basis of their gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. The principle of non-discrimination and equality of opportunity applies equally to the treatment of former staff, visitors, clients, customers, and suppliers by members of our current workforce. We are committed to a programme of action to make our policy effective and to bring it to the attention of all staff. ; ; We aim to ensure that no job applicant receives less favourable treatment on any unlawful grounds. So, for example, we avoid asking job applicants questions about health or disability before making a job offer, except in specified circumstances. Our recruitment procedures are reviewed regularly to ensure that individuals are treated on the basis of their relevant merits and abilities. Job selection criteria are regularly reviewed to ensure that they are essential for the effective performance of the job and therefore justified on non-discriminatory grounds. We take steps to ensure that knowledge of vacancies reaches a wide labour market and, where relevant, groups underrepresented in our organisation. Where appropriate, use may be made of lawful exemptions to recruit suitably qualified people to cater for the special needs of particular groups. ; ; To ensure our policy is operating effectively with respect to recruitment and selection, and to identify those sections of the local community which may be under-represented in employment, we monitor applicants' racial origins, gender, disability, sexual orientation, religion, and age as part of the recruitment procedure. We also maintain records of this data in an anonymised format. Ongoing monitoring and regular analysis of the data obtained provide the basis for taking appropriate steps to eliminate unlawful direct and indirect discrimination and implement this policy.
• Wellbeing:

  Wellbeing

  Opus believes that keeping our workforce motivated and healthy is worthy of investment as our workforce is our most important asset. We want to keep our staff healthy, motivated, and present at work, so that they carry out the duties they are paid to do, are productive and contribute to the profit of the company.; ; Opus has created a mental health process highlighting mental health awareness among our employees by making information, tools, and support easily accessible. We have a tailored Employee Assistance Programme which is advertised around the office and on the intranet to support our employee’s wellbeing.; ; We encourage open conversations about mental health and the support available when our employees are struggling, during the recruitment process and at regular intervals throughout employment, with appropriate workplace adjustments offered to those employees who require them.; ; We provide our employees with good working conditions to ensure they have a healthy work/life balance and offer opportunities for development.; ; Our priority is to be proactive, so employees can gain awareness, education, and support to successfully function at work and at home, free from factors which may negatively impact upon their health.

Pricing

• Price: £2.50 to £2.50 a unit a month
• Discount for educational organisations: Yes
• 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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.