GCI Network Solutions Ltd

Teams Call Routing by Nasstar

Teams Call Routing delivers a flexible and rich caller experience by applying intelligent logic to non-geographic numbers. The intelligent logic is created using a feature rich, intuitive portal by dragging, dropping, and linking modules onto a blank canvass. The portal provides historical and real-time stats along with real-time dashboarding.


  • Call Routing
  • Call Recording
  • Hunt Groups
  • Multi Level IVR
  • Hold Music
  • Wallboarding
  • Fully Detailed Reporting
  • Call Queuing
  • Call Conferencing


  • Call Control
  • Resilience
  • Portal based simple setup
  • Flexibility
  • Pay as you use cost structure
  • Lower costs


£4.00 an instance

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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

7 0 8 2 6 6 4 7 1 3 1 2 8 9 1


GCI Network Solutions Ltd Roy Rodford
Telephone: 03450030000
Email: tenders@nasstar.com

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements
  • Windows PCs-Windows 10, Chrome V76, Firefox ESR68, Edge V42
  • Mac OSX, Chrome V76, Firefox ESR68
  • Chromebook-Chromium V73, Chrome V76

User support

Email or online ticketing support
Email or online ticketing
Support response times
15 minute response time
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
Faults support is obtainable 24 hours 7 days a week
Support available to third parties

Onboarding and offboarding

Getting started
Nasstar provide a range of solution documentation, onsite & online training and implementation services for customers. Nasstar onboards customers by gathering all key information required to bring the service in-life. Service information and supporting documentation is developed and distributed to the customer as part of the onboarding process. Service documentation is provided following user acceptance testing.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
The Intelligent Call Routing allows enterprise Customers to export User-Generated Information using APIs provided with the Service (except for recordings). There are several ways enterprise Customers and consumer users may export their personal data from the platform including CSV reports and API's.
End-of-contract process
Upon termination or expiration of subscription, customer data is subject to the following conditions: - If requested by the customer, the data is exported to an industry standard format and shared with the customer; - A portion of the data or meta data that is required for billing and audit purposes is retained and all other data is securely deleted from the primary and backup locations

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Differences between the mobile and desktop service
Service interface
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The Intelligent Call Routing is accessed through a Web browser. The Portal provides access to WCC modules that enable authorised users to view real-time and historical contact centre data, silently monitor interactions (calls, chats, emails) directed to destination sites, create agent accounts and other contact centre resources, and control
contact treatment and distribution by creating and editing scheduled contact routing strategies and team capacity strategies.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Customisation available


Independence of resources
Dedicated service


Service usage metrics
Metrics types
If your enterprise is provisioned with the Usage Metrics Report module, authorised users can view Intelligent Call Routing usage metrics for up to 13 months.
Reporting types
Real-time dashboards


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

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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
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
There are several ways enterprise Customers and consumer users may export their personal data from the platform including CSV reports and API's
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Standard availability level is 99.99% or above
Approach to resilience
Available upon request
Outage reporting
Email alerts

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
The measures implemented in order to manage and restrict access can be divided into six sub-categories: 1) Physical Access Control; 2) Logical Access Control; 3) Access Administration; 4) Authentication and Authorisation; 5) Data Access Control; 6) Data Transfer.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
United Registrar of Systems
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
The Registered Scope is as follows: Information security management system for the delivery of communications and associated technologies, products and services provided by the Group. The scope also covers the supporting functions within Nasstar Group Services and activities carried out at Data Centres and Switch Sites throughout the UK including Hull, Reading, Bristol and Leeds in accordance with the Group Statement of Applicability Issue 7, dated December 2014.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
NCC Group
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Our certification covers requirements 9 &12 for our Reading and Global Switch data centres and our HMRC Autopayments service. PCI DSS compliance is designed, built and assessed on a service by service basis. Nasstar is experienced in providing consultancy to help customers to design and deliver PCI DSS compliant solutions on cloud platforms.
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
  • ISO27018
  • PSN
  • ISO20000
  • ISO27017
  • CISPE Code of Conduct Certification

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Nasstar's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced. The Information Security policy is a top down approach within Nasstar with Business Areas having responsibilities for Information, Network and Customer Data relating to their operational areas. The policies and procedures define access restrictions to all of our IT systems, networks and stored data. The practical policies and processes start with our Integrated Business Management Systems Manual which defines the Information Security Management system as a key part of our business. The Information Security Awareness process requires that all staff and contractors are periodically trained and assessed on their familiarity with Nasstar's ISO27001 Information Security policies and processes. Individual contracts and services will have a specific Security Plan defining the specific measures which will apply to the contract or service. All employees are responsible for Information Security and are trained in reporting suspected breaches to our IMS team who will identify risks and actions to minimise any such breaches.

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
Conforms to ISO20000-1, ISO27001 and SSAE-18.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Conforms to SSAE18 and ISO27001.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Conforms to ISO27001.
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
Conforms to SSAE18, ISO20000-1 & ISO27001.

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
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

Fighting climate change

Fighting climate change

Nasstar is committed to creating innovative Technology with a positive impact. From March 2020 – 2021 we delivered 323,582 virtual consultations, significantly reducing travel emissions and admin that comes alongside this. We encourage the adoption of Microsoft Teams, making remote-first working the norm. We actively promote Cloud-based software – serverless software that ensures less heat and noise pollution.

Nasstar encourages re-use and recycle programmes, we ensure all equipment is fixed, re-used or ethically recycled, ensuring longer-lasting technology amongst our people.

Nasstar also promotes Greener Offices, including paperless working, LED lighting, energy-efficient computer savings, no single-use plastics.

In reducing our Environmental impact, Nasstar is committed to becoming Net Zero in accordance with the government guidelines.

Working from home is actively encouraged across our employee base.

We maintain a formal Environmental Policy and operate an Environmental Management System (EMS) aligned to the ISO14001 - and compliant with SECR (Streamlined Energy Carbon Reporting) and ESOS (Energy Savings Optimisation Scheme). Based on our EMS policy we routinely fulfil the key aims within the social value agenda (MAC 4.2- Influence environmental protection and improvement). As part of our Social Value Commitment, this product offering will also be integrated into the company's Continuous Improvement Plan and will be scrutinised to identify, monitor, measure and achieve the MAC 4.2 measures. We are targeting a further reduction in emissions of greenhouse gases arising from the performance of the company, measured in metric tonnes carbon dioxide equivalents (MTCDE), by at least 2.5% during the life of this contract. In addition, our EMS governs our approach to the way we continue to mandate staff, suppliers, customers and communities in this regard - and we monitor performance on supporting environmental protection and continuous improvement.
Covid-19 recovery

Covid-19 recovery

As a remote working solutions communications provider, Nasstar has assisted customers in enabling thousands of employees to operate safely, securely and reliably from their home premises during COVID-19 lockdowns. Furthermore, we have continued to advise and enable thousands of end-users to adopt a hybrid model of work, taking advantage of both COVID-secure office workspaces and the benefits of remote operations.

We have evolved our hybrid working policy to improve conditions and productivity for our own employees. Our policy continues to guide the minimising of transmission by managing attendance in physical office spaces. Our office spaces provide assurance that Nasstar has put in place specific measures to mitigate the transmission of COVID-19 in accordance with government guidelines and continue to implement social distancing arrangements, improved sanitising/cleaning of workspaces and have included strict testing regimes to ensure the risk of spreading infection was well mitigated.

Within our workforce we are committed to protecting the most vulnerable from COVID-19, with support to both those who are personally shielding and those whose family members/close contacts require shielding. Enhanced sick pay and flexibility for care arrangements enable our team to deal with some of the practical challenges COVID-19 present and continue to pose to us all, without undue fear of financial penalty or other restrictive situations. Employees have access to mental health first aiders and an Employee Assistance Programme, to further reduce reliance on public services.
Tackling economic inequality

Tackling economic inequality

To positively influence economic equality, we firstly ensure we deliver quality services to a growing customer base. This puts us in a strong position to grow our employee base, extending opportunities and enhancing economic equality through job creation and additional training opportunities.

We take an active interest in our customer’s end customer and local community, seeking to help add value where we can. We are able to share value beyond the contract’s prescribed services by offering our technical/commercial insights through lectures, talks, webinars, roundtables etc to the community. In particular, members of Nasstar are able and experienced in running community education sessions on topics ranging from career guidance to technology-specific workshops including IT adoption/education.

We are keen to support early career development and access within the IT/Telecoms space and utilise apprenticeships, work placements, internships and graduate opportunities in order to encourage future growth within the industry.

We can partner locally to do this by:
• Linking with local schools and colleges to enable interested young people to attend our sites and undertake work experience either in our offices or by shadowing technical field staff.

• Offering graduate/internship opportunities to local university students to experience technical projects, enabling them to put theory into practice and to gain vital work experience to gain permanent positions post-graduation.

• Providing apprenticeship opportunities, both administrative and technical and at varying entry skill/experience levels.

• Undertaking to increase these placements when large contracts are won, aligned to the public sector social value guidelines, in order to share and improve our social contribution to local communities.

In contrast to an industry where profit maximisation is traditionally motive (the private obligation), Nasstar believes that driving and fulfilling social value (the public obligation) is an integral part of any modern contractual relationship.
Equal opportunity

Equal opportunity

Nasstar actively promotes a culture of fair and equal treatment. Our ethos values people’s differences and how they help everyone achieve more at work as well as in their personal lives. Our desire is to operate a business every person in society can feel proud to be an important part of. We are committed to providing a working environment that is responsive to different cultures and groups, where everyone has an equal chance to succeed and in which all employees are treated with respect and dignity.

In 2021, Nasstar sponsored the ‘Agile Angel’ category at the DevelopHER awards. The DevelopHER awards are designed to raise the profile of women in technology, creating role models to inspire the next generation to become developers, technicians, project managers, testers and digital experts. Organised by SyncDevelopHER, the awards aim to promote gender equality in the technology industry through celebrating success.

In 2022 we are committed to implementing a variety of pledges and covenants that demonstrate our objective of widening opportunity and representation in our business. These include the Disability Confident Scheme, Mental Health at Work Commitment, Armed Forces Covenant and the Equality and Human Rights Commission’s Working Forward community.

In 2022 we are seeking to expand representation across our business by adding recruitment advertising in equal opportunities-specific resources such as Women in Technology.

Our aim is to employ and retain individuals who embrace our inclusive culture, positive work ethic and have enthusiasm to join Nasstar on our journey of growth. Our goal is to create a workforce of the future within our sector, full of a genuine cross-section of society and all protected characteristics.


Nasstar’s Wellbeing policies are aligned to the UK Government’s Good Work Plan (satisfaction, fair pay, participation and progression, well-being, safety and security, voice and autonomy). We believe these work together to provide a healthy and engaging work environment. A selection of relevant commitments/policy positions are provided below:

• Our Health and Safety, Stress Management and Mental Health strategies include giving access to an Employee Assistance Programme, and in having trained Mental Health First Aiders who run a virtual community where employees are able to discuss any concerns with a trained individual. We proactively promote this, to demonstrate there is no stigma in our business around this subject.

• We believe in providing a working environment where our people can do their best work and feel positive about the contribution they make to our success. We implement multiple initiatives that help provide a motivating workplace including regular performance reviews, setting/achieving personal objectives and being recognised by managers for delivering good work.

• Our Personal Development and Training Policy and Procedure outlines our commitment to providing job and career development for all employees, including opportunity to have a Personal Development Plan (PDP) and access to external courses/training.

• We provide our team with opportunity to give back to their communities, recognising the importance of personal interests in and recognising wider ethical causes in supporting the wellbeing of our team and local communities. This includes an annual charity elected by employees for donations and sponsorship events and donations of volunteer days for employees to be able to contribute working hours to worthy community / charitable causes.

• We provide awareness training for our managers on a variety of topics that help to develop a motivating and safe environment where all employees can thrive and succeed.


£4.00 an instance
Discount for educational organisations
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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.