Prodec Networks

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

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 paul.bird@prodec.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

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

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 paul.bird@prodec.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.