Xerox (UK) Ltd

Microsoft Teams Phone System - Direct Routing as a Service

Utilise existing Microsoft Teams functionality by combining with Xerox IT Services highly reliable & available Direct Routing platform powered by Gamma so you can make and receive phone calls making Teams a full cloud based Unified Communication solution. Hosted in MS Azure ISO27001 certified environment.

Features

• Keep all existing Phone Numbers
• Built in Business Continuity with Call Forwarding App
• Built in Fraud Prevention Tools
• Private interconnect to Azure
• Inclusive Call Minutes
• Inbound call control

Benefits

• Hunt Groups for Call Handling
• Call Cost Saving from inclusive minutes.
• Protection from Teams outages with call forwarding.
• Maximise existing Microsoft 365 Licence Subscriptions
• Enable hybrid working models with 'follow me' phone calls

£5 a licence a month

Service documents

• Pricing document

  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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

713644047480092

Contact

Steve Young
01895251133
uxb.bidteam@xerox.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Phone calls are made via the Internet so emergency calls will not be possible during internet service outages therefore organisations should use PSTN or Mobile lines to make calls in case of an emergency.
• System requirements:
  • Microsoft 365 Enterprise Subscriptions
  • Microsoft Teams Phone Licence

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 response times start from 1 hour on evenings or weekends depending on the service package included.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The managed service can include on-site technical support for a fixed monthly fee with unlimited access or available per hourly fee. All customers have an assigned Service Delivery Manager and Account Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training can be provided for both system administrators and system users - with the training tailored to each user group.; ; Administrators can be trained on how to implement and manage the system features such as Caller Display, Ring Groups, Auto Attendants etc.; ; Users can be trained on how to make and receive calls using the Microsoft Teams desktop or mobile applications. ; ; Bespoke documentation is provided to each organisation and sessions can be delivered either remotely or on-site.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Historic call data can be exported as a CSV or PDF at the end of the minimum term if required.
• End-of-contract process: At the end of the minimum term the organisation either extends the service for an additional term or ceases the service. Any information can be exported free of charge and numbers can be ported away to a new service provider free of charge (if out of contract).

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: SIP Trunk Call Manager is where an administrator can edit call routing.
• Accessibility standards: None or don’t know
• Description of accessibility: Web browser accessible - all features available from there.
• Accessibility testing: None.
• API: No
• Customisation available: Yes
• Description of customisation: All call routing, numbers, voicemail, users etc. can be customised to the organisation requirements.

Scaling

• Independence of resources: Gamma are the UK's largest SIP Trunk provider who 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.

Analytics

• Service usage metrics: Yes
• Metrics types: Statistics can be provided on a 'per number' basis including, number of calls, call trends, busy periods etc.; ; Advanced reporting statistics can be provided for an additional cost.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: Users will request the data export from Xerox IT Services who will provide the data electronically.
• 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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: The target Service Availability is 99.50% which does not include outages as a result of matters outside of our control, Planned Maintenance or User Error.
• Approach to resilience: Information is available on request.
• Outage reporting: Outages can be reported by email or by accessing the public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: User permissions can be set based on user role.
• 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: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: No
• 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: Other
• Other security governance standards: The Xerox Information Security Policy, Infosec001, is aligned to the ISO27001 key controls and the policy is supplemented by additional documents detailing specific requirements to meet the policy. Specific locations and services in Xerox are certified to ISO27001
• Information security policies and processes: Xerox utilise a documented framework (Xerox InfoSec 001) for security governance both at a company level and specific to the service which is aligned to NCSC guidance and ISO27001. This provides assurance that reporting is completed and reviewed across all aspects of the service. The Xerox CEO has ultimate responsibility for security. Xerox’s commitment to Information Security is communicated throughout the organisation and its partners, and is evidenced by board level approval of the Xerox Information Security Policy. The Information Security-related responsibilities of the CEO include: • Overall control and management of Information Security for Xerox in the UK; • Overall information risk ownership; • Provision of adequate resources for Information Security; and, • Approval authority for Information Security policy. • Reporting compliance Reporting is subject to review by senior management. There are processes in place to review and understand any current legal and regulatory requirements and to review an implement any future changes. The Xerox Information Security team monitor various sources for changes to legislation and are currently on the UK Government CiSP which allows us to engage with Government on proposed changes.

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: Utilization of Industry standard Change management from beginning to end of contract life. All changes are validated against NIST standards and for any potential security risk or security impact.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Utilization of real-time vulnerability scan and network analysis, all remediation is automated and responded to within in moments of identification. Critical security patches are deployed within 72 hours of notice of availability. System patches are applied within 14 days of availability for non-critical patches. Our resources for threats is derived from multiple sources including Threat management / remediation provider.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We utilize a multi-pronged set of systems from Network traffic monitoring, heuristic behavior analysis, known threats, and Artifical Intelligence based system nominal state behavior tracking. A potential compromise is quarantined and analyzed immediately via Ai then escalated to personnel if unable to categorize. Most actions are completed within 15-30 minutes of identification.
• 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 utilize a governed set of processes defined internally by the CISO and report via email / web portal. Reports are genereated post critical incident and root cause analysis.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Xerox is committed to fighting climate change such that we play a role in the sustainability of our world’s natural resources. Xerox has identified four strategic commitment areas where we can make a significant impact on the environment:; ; • Reducing Energy Use and Protecting the Climate:; • Preserving Biodiversity and the World's Forests:; • Preserving Clean Air and Water:; • Preventing and Managing Waste:; ; We invest in technologies that reduce the carbon footprint of our operations and offer solutions to our customers that reduce energy use, cost and waste. Our Net Zero goal is 2040. In 2021, we also expanded our greenhouse gas (GHG) emissions reduction goal to cover scopes 1, 2 and 3. We plan to achieve net-zero emissions through projects that improve operational efficiency, create new technology innovations, and neutralise residual GHG emissions through carbon compensation mechanisms. Our approach to sustainability includes partnerships to accelerate progress. We have officially joined the UNFCCC’s Race to Zero and SBTi’s Business Ambition for 1.5°C campaigns, aligning our climate mitigation targets to what science dictates is necessary to reduce the destructive impacts of climate change on human society and nature.; ; We are a founding member of Defra’s e-Sustainability Alliance (DeSA), We are actively involved in the provision of best practices on the ways in which IT firms of all sizes can minimise their environmental impacts. We also support the Government Cloud Sustainability project, focusing on ‘Sustainable IT’ (e.g. achieving net-zero, modern slavery and other supply chain matters) and ‘IT for Sustainability’ – including the social pillar, “How to procure and measure performance on all things Cloud”. When selecting our technologies and services for G-Cloud 14, we have utilised this knowledge base and ensured that the services & technology used comply with Government guidance and carry accreditation from 3rd party bodies where appropriate.

Pricing

• Price: £5 a licence a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.