Direct Routing for Microsoft Teams
This direct routing Microsoft Teams calling solution from Prodec Networks provides enterprise-grade calling (public switched telephone network (PSTN)) capabilities and telephony features using Microsoft Teams. The solution is delivered from Prodec’s resilient, Microsoft-approved session border controller (SBC) infrastructure, that provides an intuitive user management platform and detailed call report analysis.
Features
- Fully managed Microsoft Teams direct routing solution.
- Advanced call reporting.
- User management portal.
- 1250 landline and 500 mobile inclusive minutes per user.
- Call plan aggregated across an organisation.
- Microsoft compliant.
- Porting of existing phone numbers.
Benefits
- High quality, enterprise-grade calling.
- Seamless transition from existing phone system.
- Enables staff to work remotely on multiple devices.
Pricing
£4.00 to £4.25 a user a month
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
7 8 4 3 0 7 5 0 9 8 5 8 6 4 4
Contact
Prodec Networks
Paul Bird
Telephone: 0118 960 2500
Email: paul.bird@prodec.co.uk
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
- Microsoft Teams. Prodec is also a certified Microsoft Partner and is able to provide the necessary Microsoft 365 licensing to enable Teams calling.
- Cloud deployment model
- Private cloud
- Service constraints
- This direct routing for Microsoft Teams calling solution is delivered through Prodec’s resilient, Microsoft-approved SBC infrastructure.
- System requirements
- Appropriate Microsoft 365 Licence
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Ticket response times depend on the severity of the incident being reported.
Priority 1 – The incident has resulted in a vital business function or service being unavailable, and is responded to in 15 minutes, with time to resolution four hours.
Priority 2 – The incident has significantly impaired the user’s ability to perform their normal business operation, and is responded to in 30 minutes, with time to resolution eight hours.
Priority 3 – The incident has impaired the user’s ability to perform their normal business operation, and is responded to in one hour, with time to resolution two days. - 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 direct routing for Microsoft Teams calling solution infrastructure is managed and supported 24/7 as standard and as part of the agreed service cost. Additional support services, such as user administration and the inclusion of a service delivery manager, can be layered as part of specific client proposals for agreed costs, based on the demands of each requirement.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Prodec provides user enablement training, together with technical training, to allow organisations to effectively implement and support direct routing. Training is achieved through a combination of online and on-site workshop sessions, both pre- and post-implementation of the system. Each include user documentation, and form part of an ongoing programme to enhance the use of Teams and Microsoft 365 within an organisation.
- Service documentation
- No
- End-of-contract data extraction
- Data can be extracted at the end of a relationship either by copy to a dedicated storage device provided by the client, or through online data copy to another location. The engineering time required to complete these services would typically be charged on a time-spent basis.
- End-of-contract process
- At the end of the initial contract, there is a period of auto renewal where a customer can cancel the service or continue on the same terms. After the auto-renewal period, the contract will need reviewing before the service can continue. All data will be destroyed and adequately disposed of once the contract is terminated.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Application to install
- Yes
- Compatible operating systems
-
- Android
- IOS
- MacOS
- Windows
- Windows Phone
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- The Microsoft Teams application has been designed to offer full functionality on mobile devices.
- Service interface
- No
- User support accessibility
- None or don’t know
- API
- No
- Customisation available
- Yes
- Description of customisation
- There are numerous telephony features that can be customised by users to ensure the solution meets their organisation’s communications needs. These include call parking, call transfer and handling, voicemail and transcription, custom contact groups, custom ring tones, use of existing telephone company, do not disturb and breakthrough, delegation support, group call pick up, location-based routing, number porting, routing rules, simultaneous ringing and speed dials.
Scaling
- Independence of resources
- Direct routing for Microsoft Teams calling by Prodec is delivered through multi-tenanted infrastructure. System resources are allocated on a per organisation basis, so that they are not affected by the demand other users place on the service.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Teams reports in the Microsoft Teams admin center giving insights into how Teams is used in your organization. These reports provide a view into Teams usage, user activity, and device usage across your organization.
To view these reports, you must be a global admin in Microsoft 365, Teams service admin, or Skype for Business admin.
For more information see https://docs.microsoft.com/en-us/microsoftteams/teams-activity-reports
Prodec Networks also provides call quality statistics from OVOC. These include leg by leg quality levels of PSTN calls using MOS scores, Utilization reports and Top user reports providing minutes used by each user. - Reporting types
- Reports on request
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Microsoft
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
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
- Managed by a third party
- Penetration testing frequency
- At least every 6 months
- Penetration testing approach
- ‘IT Health Check’ performed by a CHECK service provider
- Protecting data at rest
- Physical access control, complying with another standard
- Data sanitisation process
- No
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- Customer Administrator can export data for any user.
- 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
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
- The service-level agreement (SLA) offered for availability is 99.9%, and should the SLA not be met in any given one-month period, there are contractual thresholds which provide scaled refunds through service credits, depending on the severity of any SLA breach.
- Approach to resilience
- Services are provided across diverse geographical UK data centres.
- Outage reporting
- Outages are reported via email alerts
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Username or password
- Access restrictions in management interfaces and support channels
- This achieved through the use of a privileged access management system.
- Access restriction testing frequency
- At least once a year
- 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
- Less than 1 month
- Access to supplier activity audit information
- Users have access to real-time audit information
- How long supplier audit data is stored for
- Less than 1 month
- How long system logs are stored for
- Less than 1 month
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- QMS International
- ISO/IEC 27001 accreditation date
- 25/02/2022
- What the ISO/IEC 27001 doesn’t cover
- All aspects of the direct routing for Microsoft Teams calling solution infrastructure is covered by the ISO/IEC certification.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- 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
-
Prodec Networks Limited is committed to:
Maintaining an information security management system (ISMS) that meets the criteria of ISO 27001-2005, and adds measurable value to the company and its stakeholders.
Regular management reviews of the ISMS, to monitor and measure its effectiveness and the continuing suitability of this policy.
Setting realistic and measurable security objectives, as detailed within the Statement of Applicability.
Providing the appropriate resources for the achievement of information security management.
Equipping employees with the competencies necessary to achieve their objectives.
Maintaining and testing a disaster recovery/business continuity plan.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Prodec employs an ITIL-aligned configuration and change management process, using the best-in-class ServiceNOW IT service management (ITSM) platform. This process includes a full workflow for all activities required to manage change requests, and roles and responsibilities for all persons involved in managing change.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Prodec’s IT Infrastructure must be properly maintained, which includes applying patches and updates. This is to minimise system vulnerability and to ensure the confidentiality, integrity and availability of its systems and data (including customer data) stored on its systems. Prodec’s approach establishes a standard framework and procedures for the implementation of business-as-usual software patching, as well as the identification of vulnerabilities and mitigation of such vulnerabilities, and the methods by which those vulnerabilities are prioritised for mitigation. Prodec’s approach is based on guidance from the National Cyber Security Centre (NCSC).
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Prodec protective monitoring provides effective monitoring of operational systems, in order to identify potential compromises or suspicious activity occurring on those systems.
- Incident management type
- Supplier-defined controls
- Incident management approach
- Prodec employs an ITIL-aligned incident management process, utilising the best-in-class ServiceNOW ITSM platform. Incidents are classified by urgency and impact, with clear response and resolution targets.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Fighting climate change
-
Fighting climate change
Prodec aims to minimise its impact on the environment, both in its day to day operating activity but also through the technology and solutions it provides its customers.
Prodec has embraced hybrid working, and has actively reduced its office real estate over the past 24 months, whilst aiming to minimise staff travel by encouraging home working where possible. Prodec has also supported environmental projects, recently planting 1000 trees in partnership with one of our strategic partners as part of a contract to provide a global cloud telephony solution to one of its customers. Prodec will continue to explore and aim to implement further environmental initiatives such as this in association with any G-Cloud service delivery.
Prodec gain environmental benefits by centralising the compute and storage resources for multiple customers into multi-tenanted and centralised platforms which operate from climate controlled Data Centres, one of which (our main facility) is equipped with award winning eco-friendly cooling. Running this centralised computing resource is more energy efficient than having each customer running dedicated hardware within their offices, which consumes more power overall across customer sites and requires cooling on an individual node basis.
Prodec also actively promote manufacturer refresh programs including Cisco refresh and HP renew, that offer an environmentally friendly option for customer purchasing hardware.
Pricing
- Price
- £4.00 to £4.25 a user a month
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- 30 days’ free trial for up to 25 users. The trial is based on direct routing using Prodec session initiation protocol (SIP) trunks.
- Link to free trial
- https://info.prodec.co.uk/microsoft-teams-calling-free-trial