Trustmarque Solutions Limited

Trustmarque Inbound Non-Geographic NTS Voice

Trustmarque's Inbound Service delivers ‘inbound’ calls from advertised numbers of choice (01/02/03/08 - including existing numbers).
Forwarded to a destination telephone number of choice, regardless of location or device.
The platform offers multiple cloud call control features managed through web or app interfaces including; call-queuing and auto attendant / IVR.

Features

• Expert advice, consultancy, and deployment support.
• New numbers for Local (01,02) or National (03,08) presence
• Number Porting - retain existing numbers when moving
• Advanced Statistics for detailed Management Info
• Call Distribution based on time/date/incoming Callers' Numbe
• Web Portal allows real time changes to inbound call plans
• Secure, hierarchical access to web portal or App for changes
• Pre-define 99 call plans per number to suit any scenario
• Compliant Call Recording for audit trails, compliance or training purposes

Benefits

• Improve productivity by ensuring calls are efficiently distributed
• Reduce administration of pre-configured call-plans
• Detailed inbound call information to make business decisions
• Change your inbound call plans and routing immediately
• Improve service, agents personalise greetings to multiple call group
• Improve your existing PBX with cloud based call control
• React to changing operational needs in real time

£0 a unit 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 13

Service ID

839801022523756

Contact

Darren Moyes
01904 934435
tenders@trustmarque.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Trustmarque SIP Trunking; Trustmarque Direct Routing; Trustmarque Cloud Hosted PBX & UC
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Numbers provisioned on the Inbound service can terminate to an International number or an 08 number not on the Gamma network (at our discretion).; ; It is not possible to terminate an Inbound number to another inbound number.; ; Numbers likely but not guaranteed to work in conjunction with the following;; international destinations, roaming (international) mobiles, destinations attached to legacy fax or data.; ; It is not possible to terminate video conference calls
• System requirements:
  • May need to port existing numbers to our partner (Gamma)
  • The Administrator must have internet connectivity to control the service
  • Minimum Internet Explorer Version 7 browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For non-Fault requests:; 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 ('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 a target completion SLA of 24 hours.; ; Service availability for resilient SIP trunks is 99.99% for core service. ; Service availability for standard service is 99.95%.; 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: The service has been designed to be intuitive and easy to use. We supply a customer support manual for all contact points and escalations. We provide comprehensive admin and user training for the web portal and App. This is offered via our tutorial videos, onsite training (additional cost), webinar online training, user documentation and a full extensive help section on the web portal.; We also provide online and webinar training for our web-based billing and reporting tool.; A named Major Account Manager and Customer Development Manager will also be assigned to your account to support you and a project manager where required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word
  • Microsoft Excel
• End-of-contract data extraction: Our Customer Portal is a secure online space giving customers complete visibility of the assets that we manage for them. We offer a complete view of their estate, including Inbound numbers, the product related to that number and its geographical location. The Inbound portal provides them with access to the schematic of their call plans and these can be easily copied for future use. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.; 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.; The Inbound web portal provides the customer with graphical schematics of each individual call routing.

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
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We have a bolt on mobile App (see pricing sheet) that can be added as an option to Inbound. ; Upon successful download from the relevant app store, the user is able to log in to access a subset of Inbound Functionality as available at: www.myinbound.com. 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. Key reporting statistics are also available including Performance graphs and call history.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Trustmarque’s Inbound platform provides customers with advanced call routing options and access to change their Inbound call routing via a secure website. ; In addition Inbound can be accessed via a Mobile App. ; A full list of configurable features can be provided on request.
• Accessibility standards: None or don’t know
• Description of accessibility: 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: Inbound call control is achieved through a web based customer portal using. ; Customer administrators can manage a feature-rich, centralised inbound call management service via an easy-to-use web portal and App. ; The following 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; Whether existing customer Inbound numbers are ported from other services. Determined by administrators.; Whether new Inbound numbers are required for the service. These can be added by administrators of the service.

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 Inbound 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: Trustmarque's Inbound service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package, extensively described in the service definition.
• 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 functionality

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.
• 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
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Inbound 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 shall be 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 for each service component is as follows: ; a) Call Management Platform: 99.99% ; b) End Customer portal (www.myinbound.com): 99.91% ; ; A Service Credit regime is applicable.; ; 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
• 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 Inbound 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: No
• 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: Our network partner has deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013. It is supported by numerous policies and processes including but not limited to the following:; ; Information Security Policy; Information Security Incident Policy; Acceptable use policy; Access Control Procedure; Backup Plan; Business Continuity Plan; Confidential Data Policy; Data Protection Policy

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

• Fighting climate change:

  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. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working. 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 deliverables.
• Covid-19 recovery:

  Covid-19 recovery

  Trustmarque can provide re-training for those left unemployed by Covid-19 through skills training, CV and interview workshops. 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 deliverables.
• Tackling economic inequality:

  Tackling economic inequality

  Trustmarque tackles economic inequality through operating a diverse supply chain including a large number of SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is also 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 deliverables.
• Equal opportunity:

  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.; 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 deliverables.
• Wellbeing:

  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. 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 deliverables.

Pricing

• Price: £0 a unit 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 14days 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.