Microsoft Teams Voice Native App Integration
Hosted telephone exchange including desktop and mobile applications, ring groups, IVR, profiles, statistics, callback, call recording, wallboard, Exchange/CRM integration
Features
- Ring Groups
- User Profiles
- Call Recording
- Desktop & Mobile Apps
- IVR
- Call Statistics
- Wallboard
- Exchange/Teams Integration
- CRM Integration
- Fax/Chat/SMS Functions
Benefits
- Unlimited devices
- All services included - no add ons
Pricing
£2.50 to £16.00 a licence a month
- Education pricing available
- 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 james.pink@infracom.se.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 13
Service ID
7 2 9 4 6 2 0 8 0 1 6 4 0 4 1
Contact
INFRACOM UK LTD
James Pink
Telephone: +442036301414
Email: james.pink@infracom.se
Service scope
- Software add-on or extension
- No
- Cloud deployment model
-
- Public cloud
- Private cloud
- Hybrid cloud
- Service constraints
- None
- System requirements
- Internet Connection
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Within one hour (Weekdays 07:00 - 18:00)
- 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
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- Via website www.infracom.io
- Web chat accessibility testing
- N/A
- Onsite support
- Onsite support
- Support levels
-
Standard Support - Phone/Email - Weekdays 07:00 - 18:00 - No extra cost
Extended Support - 24/7 - £1 per user per month - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Onsite training, online training, training webinars, documentation, intranet in the form of online support center
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- Via contact with their dedicated account manager. Any data requested will be available via download.
- End-of-contract process
-
Contracts can be based on MSP model or fixed contract length. The Infinity PBX service includes all PBX services as standard with no hidden charges or set-up fees.
We offer both the PBX + call charges based on usage or a PBX + unlimited calls bundle.
Additional costs: new numbers, number porting
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Opera
- 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
- None
- Service interface
- Yes
- User support accessibility
- None or don’t know
- Description of service interface
- Web portal to access settings for the hosted PBX system. Available with different roles - admin, user etc
- Accessibility standards
- None or don’t know
- Description of accessibility
-
Admin users have full access to all settings
Regular users have full access to their individual profiles
Customised roles/settings available - Accessibility testing
- None
- API
- Yes
- What users can and can't do using the API
-
Online CRM systems can interact with desktop and mobile applications
Full API support and integration for Salesforce, Zendesk, SupportPal, Microsoft Dynamics
Customised integrations available
Changes made via Infracom developers - API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
-
Full white-box options eg branding, logos, colours, URL alias available via development team
Profile customisation eg profile colours, caller ID available at user level
Scaling
- Independence of resources
- We have multiple servers with load balancing, fail-over and redundancy in the instance of peak usage or server downtime.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Customised call statistics based on user requirements based on filters. Available in Excel or PDF formats.
Wallboard feature where data cal be displayed on monitor in real time - Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Staff screening not performed
- Government security clearance
- None
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 every 6 months
- Penetration testing approach
- In-house
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- Encryption of all physical media
- Scale, obfuscating techniques, or data storage sharding
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- Via PDF, csv or excel
- Data export formats
-
- CSV
- Other
- Other data export formats
-
- Excel
- Data import formats
-
- CSV
- Other
- Other data import formats
- Excel
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
-
We provide a standard and increased level of SLA dependent on the buyers' specification.
Standard SLA includes uptime of at least 99%, response times on support requests and process of reimbursement if SLA is not met over a specified period. - Approach to resilience
- Available on request.
- Outage reporting
-
Public dashboard
Email alerts
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Username and password as standard. 2-FA can activated per customer, group profile or on individual basis for desktop, mobile apps or customer portal.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Dedicated link (for example VPN)
- 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
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- No
- 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
- InfraCom has a designated Information Security manager and all policies comply to ISO27001 standard. InfraCom are a certified Microsoft Gold Partner.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All system changes, upgrades and updates are tested on several testing internal platforms before being released to live systems and all changes are logged via serial number and in the form of bug fix, release version, alpha and beta.
- Vulnerability management type
- Undisclosed
- Vulnerability management approach
-
Fault search and identification - within 4 hours
Fault Resolutions & bug fixes - within 48 hours (normal working hours) - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
We use 3rd party server monitoring services with 24/7 email alerts to safeguard against threat intrusion and potential service spikes.
Potential issues are investigated and acted upon as they are found. - Incident management type
- Supplier-defined controls
- Incident management approach
-
We have pre-determined internal protocols and processes for common events.
Users can use the support telephone or email services as well as chat facilities on the website.
Incident reports and service availability is available on our support portal in real time.
Users reporting incidents received follow up by email of the potential issue and any resolution required.
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
- Equal opportunity
-
Equal opportunity
InfraCom UK Limited is an equal opportunities employer and does not discriminate on the ground of sex, age, race or status. - Wellbeing
-
Wellbeing
InfraCom UK Limited takes its employees' wellbeing seriously. As well as all standard HR protocols, we are committed to providing a safe, healthy and inclusive environment in all our offices and flexible working conditions.
Pricing
- Price
- £2.50 to £16.00 a licence a month
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
-
Proof-of-concept model with full use of system for 30 days with 500 minutes call time.
This can be extended for a longer period but call charges will apply.
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 james.pink@infracom.se.
Tell them what format you need. It will help if you say what assistive technology you use.