VIRGIN MEDIA BUSINESS LIMITED

Microsoft Teams Operator Connect from Virgin Media O2 Business

Microsoft Teams Operator Connect provides Public Switched Telephone Network (PSTN) connectivity with Teams and Microsoft Phone System for Teams Enterprise users to make external calls. Fixed 01 and 02 telephone numbers are the Teams phone numbers across enabled Teams clients. Our Unified Recording service is available as an optional add-on.

Features

• Single 01 or 02 geographic number across Teams clients
• Presence integration across all Teams client enabled devices
• All in one Unified Communications and Calling solution
• Auto attendant and call queuing
• Self-service VMO2 Teams Calling Automation Portal
• Segregated tenant management for large organisations

Benefits

• All Teams clients ring simultaneously to the geographic number
• Presence to teams across fixed Teams client devices
• Integrated calling with chat, meetings and file sharing
• Automated attendant call routing and ability to queue calls
• Easy service activation in the VMO2 self-service portal
• Management of service controllable at sub-unit level

• Education pricing available
• Free trial available

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

Framework

G-Cloud 15

Service ID

761316492010381

Contact

Lynne Magennis
07738 726687
PublicProcurement@virginmedia.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams and Microsoft 365 (requires Teams Phone Standard License or E5 License).
• Cloud deployment model: Public cloud
• Service constraints: There could be planned maintenance that will be communicated in advance to the Buyer.
• System requirements:
  • Microsoft Teams Phone Standard capability
  • All endpoint hardware must be Teams-certified
  • Buyers must have an Office 365 tenant
  • Users must have a Teams client
  • Public Internet access with sufficient capacity.

User support

• Email or online ticketing support: Yes
• Support response times: 24x7 including public holidays
• 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: Buyers can receive a range of support through all stages of the contract, for example: Implementation; Contract Management; Managed Service; Account Management; Incident Management (such as unplanned or planned outages), Reporting; Stakeholder Engagement; Escalation Process; Technical Support and Exit Management. More details are within the Service Definition and the Terms & Conditions.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Buyers can access online user guidance and training videos about the Teams application from Microsoft. There is a self-service administration guide for the Teams Calling Automation Portal (TCAP) and for configuring Operator Connect in the Buyer's tenant.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Standard exit provision applies when the contract ceases and moves to new provider/contract.
• End-of-contract process: Standard exit provision applies when the contract ceases and moves to new provider/contract. The Operator Connect subscriptions need to be deprovisioned in Teams Calling Automation Portal (TCAP) by the Buyer's administrator.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: The documentation is provided by us to the Buyer as part of the service onboarding/offboarding activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: As long as a Teams client is installed, there are no differences between the mobile and desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface will be the Teams client. The Buyer will perform the administration using a web portal service interface.
• Accessibility standards: None or don’t know
• Description of accessibility: .
• Accessibility testing: Microsoft Teams is WCAG 2.1 AA compliant with some minor exceptions. Teams Calling Automation Portal (TCAP) is not WCAG compliant.
• API: No
• Customisation available: Yes
• Description of customisation: Select user calling plans in the Teams Calling Automation Portal. Call features such as call voicemail and call forwarding may be set in the Teams Client. Other features, such as call queues, auto attendants and call delegation can be configured in Teams Admin Centre.

Scaling

• Independence of resources: The capacity of the service is proactively monitored and scaled for service availability.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage metrics
• Reporting types: Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Call Data Record (CDR) data is exportable through the 'My O2 Business' portal and the Teams Admin Centre.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Not applicable as there is no transfer of data between the Buyer's and the Supplier's network through this service.
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We offer a Service Availability SLA. More details are in the Terms and Conditions.
• Approach to resilience: Geo-redundant data centres with geo-redundant SIP trunks. Further information available on request.
• Outage reporting: Email response to tickets raised by the Buyer.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: Single Sign On for the Teams Calling Automation Portal.
• Access restrictions in management interfaces and support channels: The Supplier will agree with the Buyer a select a group of administration users that have access to management interfaces (e.g., the Teams Calling Automation Portal [TCAP]) and support channels (e.g., raise tickets to the Service Desk). These users will be issued a log-in username and password.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Description of management access authentication: Single Sign On for the Teams Calling Automation Portal.

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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

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: • Cyber Essentials Plus • ISO 20000-1 IT Service Management • ISO 22301 Business Continuity Management • ISO 9001 Quality Management System
• Information security policies and processes: The Supplier has its own information security policy based on ISO 27001, with established internal processes for handling security events. The Supplier has in place security teams dedicated to specific areas, and is audited regularly by external auditors to ensure compliance.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: The Supplier follows an internal configuration and change management process. Each change is processed through the following stages: Identifying the details of the change; Assessing the operational and security impact of the change; Gaining approval of the change; Authorising and scheduling the change; Notifying stakeholders about the change; Implementing the change; and Closing the change following review.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Processes based on ISO 27001 standards are in place to discover security vulnerabilities involving a combination of vendor notifications, authenticated/unauthenticated vulnerability scanning using industry-leading security platforms and penetration testing. Risks are recorded, tracked and mitigated through an internal risk management framework.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have a Systems Logging and Monitoring process governs protective monitoring. We use automated logging extensively using SIEM software in our network and IT infrastructure. This monitors user activity, configuration changes and to measure performance/compliance. We also use a range of tools to inspect, analyse and risk assess device event logs to detect suspicious activity incidents as well as report on overall pattern of usage. All potential compromises and incidents are tagged with a priority category and response times will vary depending on their priority level.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our Incident Management approach is based on ISO 27001 standards. It governs the processes in place to manage incidents detected by our monitoring systems or reported by Buyer. The process defines how the Supplier will manage the lifecycle of an incident, from identification to closure. The process includes pre-defined processes for common events. Users can report incidents to the Supplier's IT Service Desk. All information related to incidents are logged on our system to provide a full audit trail.
• Post-quantum cryptography secure: No

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 5 users for 14 days.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: National Quality Assurance (NQA)
• ISO/IEC 27001 accreditation date: Tuesday 6 January 2026
• What the ISO/IEC 27001 doesn’t cover: The certification applies to the Information Security Management System (ISMS) covering the design, development, installation, maintenance and operation of business-to-business telecommunication services, and IT service management of these operations, in accordance with the Statement of Applicability. Any activities or services outside this scope are not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: National Quality Assurance (NQA)
• ISO 9001 accreditation date: Tuesday 6 January 2026
• What the ISO 9001 doesn’t cover: The certification applies to the Quality Management System (QMS) for the design, development, installation, operation, and maintenance of business-to-business telecommunication services. Any activities or services outside this scope are not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group Security Services
• PCI DSS accreditation date: Monday 27 January 2025
• What the PCI DSS doesn’t cover: Systems outside the assessed cardholder data environment.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1dc27062-ca1b-4004-9f4b-f52c2b60e0e6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bd3604c8-09d1-4410-bb61-62deba59000d
• Other security certifications: Yes
• Any other security certifications:
  • ISO 20000-1 IT Service Management
  • ISO 22301 Business Continuity Management

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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