Trustmarque Solutions Limited

Trustmarque Direct Routing for Microsoft Teams

The Direct Routing service enables PSTN calling and a range of additional call control features for Microsoft Teams.
It uses MS Phone System as the PBX.
It allows customers to use their preferred voice carrier and enable their users to make and receive PSTN calls in Microsoft Teams.

Features

• Expert advice, consultancy, and deployment support.
• Carrier-grade core network
• Built-in Business Continuity as standard
• Inclusive call minutes to 01,02, 03 and 07 numbers
• Keep your existing telephone numbers - expert porting support
• Web-based inbound call control on your telephone numbers
• Business Continuity options – per DDI
• Design and Deployment Consultancy Support
• Microsoft Gold Partner

Benefits

• Consolidate technologies, Unify platforms
• Realise the benefit of a single Microsoft user experience
• Use Trustmarque expertise to free up your own resource
• Enables cost savings and management
• Business Continuity options - per DDI number
• Simplified network architecture
• Full control of outbound number presentation regardless of location
• Fraud management avoids unauthorised use and expense
• Improve service while managing impact of BT ISDN closure
• Improved resilience and flexibility

£1.09 a user a month

• 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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

789826977881915

Contact

Lorraine Spence
01904 924089
tenders@trustmarque.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Trustmarque can advise and support transition from legacy PBX to using Microsoft Phone System within Teams.; We can support customers through all stage of deployment including configuration of and IT staff training on Microsoft Phone System.
• System requirements:
  • Appropriate Microsoft 365 licences - Trustmarque can advise on this
  • Appropriate Microsoft 365 licences - Trustmarque can provide if required
  • Appropriate data access - Trustmarque can provide access if required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Weekdays - same working day; Weekends and bank holidays - next working day
• 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: Trustmarque's Service Desk operates 24 x 7.; There is a single level of support for all customers, which is provided at no additional cost.; Service affecting issues ('faults') are dealt with as follows - Note; these are target times to resolve, not response times:; ; Priority 1 (Critical Fault) - Loss of service - Multiple sites/services affected - 4 Hours ; Priority 2 (High) - Loss of service - single site or service - 8 Hours ; Priority 3 (Medium) - Disrupted/degraded service - multiple or single site or service - 3 Business Days; ; General Questions are classified as a severity 4 and have n target completion SLA of 24 hours.; ; Service availability is 99.99% for core service. ; Service availability is 99.95% for non-core.; A service credit regime underpins our services.; ; We provide Service Desk and Account Management Teams. Support staff answer calls on the Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers, including our network partners.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Where our customers require support to manage elements of work within their Microsoft 365 environment, Trustmarque offers the following services:; • Consult – including Auto-Discovery to understand the environment being transitioned from and what functionality is required in the target environment ; • Design – assist in design of MS Phone System configurations to support requirements; • Deploy – assist in deployment of features and configuration within Phone System; • Train – user and support staff training to enable self-support in future; • Support – in-life support for Moves, Adds, Changes, as required; ; We will work with you to carry out commissioning and acceptance tests, and to manage porting of telephone numbers onto the service.; As an optional bolt on, SIP Trunk Call Manager, we provide comprehensive admin and user training for the web portal and Mobile App. This is offered via tutorial videos, onsite training (additional cost), webinar online training, user documentation and a full help section on the web portal.; ; A named Major Account Manager will also be aligned to your account to support you.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word
  • Microsoft Excel
• End-of-contract data extraction: Our Voice Services support team accesses all details relating to your services via a secure online portal this enables complete visibility of the assets that we manage for you. We offer a complete view of your estate, including telephone numbers (CLIs), the product related to that number and its geographical location. ; All invoices can be accessed through our billing portal and historical data relating to your service can be retrieved through simple download.; This information can be easily downloaded for extraction into excel.
• End-of-contract process: At the end of the initial term the agreement moves onto a rolling contract with no change to charges unless specifically notified.; Our Voice Services team will provide an 'as-built' asset list, including numbers that can be ported away and details of the services you currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away, though Trustmarque will advise on that process if required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• 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: Microsoft Teams is accessible through a mobile app.; A bolt on App can be added as an option with SIP Trunk Call Manager. ; Upon successful download from the relevant app store, the user is able to log in to access a subset of SIP Trunk Call Manager Functionality as available at: www.siptrunkcallmanager.co.uk. ; The user has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions.; Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke pre-configured call plan.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users access the service through Microsoft Teams (desktop or mobile app).; SIP Trunk Call Manager is an extra app to control inbound call routing. STCM enables the user to log in to access a subset of SIP Trunk Call Manager Functionality as available at: www.siptrunkcallmanager.co.uk. The user has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions. Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke pre-configured call plan.
• Accessibility standards: None or don’t know
• Description of accessibility: All features available through MS Teams (desktop or mobile client) as standard, including the ability to make and receive external calls.; Standard web-browser access to SIP Trunk Call Manager with standard accessibility options associated with those web-browsers.
• Accessibility testing: N/A
• API: No
• Customisation available: Yes
• Description of customisation: If individual inbound call control is required per DDI this can be achieved through a web based customer portal using SIP Trunk Call Manager.; Where this option is taken, customer administrators can manage SIP Trunk Call Manager, a feature-rich, centralised inbound call management service via an easy-to-use web portal and App. The following parameters are customisable:; ; Call Queuing Day; Time of Day Routing; Hunt Group; Voice Mail; Date Routing; Increased resilience; Announcement; Auto attendant; Set user access individually; Divert (on busy, on no reply, on failure); Access to full call statistics; Advanced Statistics

Scaling

• Independence of resources: Our network partner undertakes a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage our customer's requirements. Additionally there is weekly planning review on capacity management adjustments.; Each customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

• Service usage metrics: Yes
• Metrics types: The SIP Trunk Call Manager contains an End User App link to a basic set of control features and View my Performance. The View my Performance link provides a range of online Inbound reporting on a per number basis for all, some or individual DDI numbers provisioned on the SIP Trunk Call Manager account: ; How many customer calls are getting through/Where are customers located/What are my call trends. and When are my busy hours. Detailed Inbound call analysis is available via an optional Statistics package. ; Trustmarque's online billing portal provides detailed data on outbound call volumes, durations, destinations and cost.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Gamma Telecom - other operators if preferred or for diversity

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers can access and download billing data from our on-line billing portal, in Excel csv formatt.; If the optional Design and Deployment services are taken, we will provide the outputs of Auto-Discovery in a suitable formatt.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: SIP trunk service availability is calculated as:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period.; Note: If a Service is partially available then the Unplanned Downtime is calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; Target availability per Endpoint:; Core service: 99.99%; Non-Core Services: 99.50%; Not included:; - Outages which are deemed by us to be the result of matters outside of its direct control; - Planned or emergency maintenance works; - User error; Notes:; (1) Core functions are defined as Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.; (2) Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging; ; PESQ score target for G711 is 4.1 and G729 is 3.7
• Approach to resilience: Our network partner holds ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: Email alerts; Portal alerts; Text messages to opted in mobile numbers; Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Relevant only to SIP Trunk call manager services. Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: 30/01/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: NICC ND 1643

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: TBC

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.; Change Management ensures changes to core infrastructure and services are performed and implemented correctly.; Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.; A risk and impact assessment is carried out for each change this involves detailing the assets under change.; The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our network partner uses failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;; Each patch is assessed and deployed accordingly:; High - Urgently.; Medium - ASAP.; Low - as time permits.; Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our network partner utilises GPG 13 guidance. Gamma has built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our network partner has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. We have set a target to achieve net zero by 2035. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working, green software solutions and associated services from innovative suppliers to promote digital environmental innovation, promoting sustainable procurement. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Covid-19 recovery

  Trustmarque can provide re-training for those left disadvantaged by Covid-19 through skills training, CV and interview workshops. We promote employment and skills by working with Buyers to identify individuals who can benefit from our incentives, which can include workshops to develop and help those who face barriers to employment and increase digital accessibility for communities and hard to reach groups. We can also provide access to apply for apprenticeship and work experience opportunities. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Tackling economic inequality

  Trustmarque tackles economic inequality through operating a diverse supply chain including many SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Equal opportunity

  Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression. Trustmarque is a Level 1 Disability Confident employer, demonstrating our commitment to employing a diverse workforce so all can flourish. We are committed to a policy of treating all its employees and applicants equally. We are committed to creating an environment where diversity is valued and respected and where our people can bring their different perspectives, and whole selves to work. Inclusivity and equal opportunities for all colleagues are paramount. Trustmarque is a Living wage employer, and we offer 14–18-month apprenticeships. In February 2024 we launched Encircle our DEI network – made by colleagues, for colleagues to support Diversity, Equity, and Inclusion in the workplace. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Wellbeing

  We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. We have a dedicated team of qualified Mental Health First Aiders who offer support to all Trustmarque Group Colleagues to offer advice regarding how to support and signpost – this is linked to the ALGEE mental health action plan. The Work+Wellbeing team also facilitate workshops or share resources to support wellbeing within the workplace, this can be found on our Work+Wellbeing team via the Trustmarque Hub. We have an Employee Assistance Programme which is available 24/7 to all Trustmarque Group Colleagues. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Pricing

• Price: £1.09 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trustmarque will establish a limited PoC service for up to 30days at no cost.

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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.