INFRACOM UK LTD

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
PDF
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
  • PDF
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
  • PDF
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.