Node4

Teams Calling

Teams Calling transforms Microsoft Teams into a comprehensive communication hub, integrating telephony services for seamless internal and external calls. With global reach, advanced call management features, and direct routing capabilities, it enables organisations to consolidate communication tools, enhancing collaboration and productivity within a secure, unified platform.

Features

• Direct routing integrates existing telephony systems with Teams
• Global calling capabilities, connecting users worldwide through Microsoft Teams
• Advanced call management features like call forwarding, holding, and transferring
• Voicemail transcription and forwarding to email for efficient message management
• Call queues and auto attendant for professional call handling
• Comprehensive call analytics for insights into communication patterns and performance
• Secure and reliable communication with Microsoft's enterprise-grade security measures
• Easy to manage user settings and permissions within Teams interface
• Integration with Microsoft 365 for a cohesive productivity suite
• Support for a wide range of devices and headsets

Benefits

• Unifies communication tools, reducing complexity and streamlining internal/external conversations
• Enhances productivity by integrating calling features into familiar Teams environment
• Facilitates remote and flexible working with comprehensive telephony capabilities online
• Reduces telephony costs by leveraging VoIP technology and existing infrastructure
• Improves customer service with advanced call handling and distribution features
• Offers scalable communication solutions to meet growing organisational needs
• Provides detailed call analytics to inform business decisions and strategies
• Ensures secure communications, adhering to compliance and privacy standards
• Simplifies administration with easy-to-use management tools and settings
• Supports a seamless transition to cloud communications with minimal disruption

£129.71 to £2,817.27 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 bidmanagement@node4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

840346250193603

Contact

David Cheetham
0345 123 2222
bidmanagement@node4.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Teams Calling, while comprehensive, may face constraints such as privacy and consent issues, complex access control management, potential integration challenges with non-Microsoft systems, variable accuracy of transcription and translation services, possible limitations in customisation, and dependence on internet connectivity. These potential constraints should be assessed based on specific organisational needs and context.
• System requirements:
  • Computer and Processor: 1.1 GHz or faster, two core.
  • Memory: 4.0 GB RAM.
  • Hard Disk: 3.0 GB available disk space.
  • Display: 1024 x 768 screen resolution.
  • Graphics Hardware: DirectX 9 or later.
  • Operating System: Windows 11, Windows 10, Android, iOS
  • .NET Version: Requires .NET 4.5 CLR.
  • Video: USB 2.0 video camera.
  • Devices: Standard laptop camera, microphone, speakers or smartphone.
  • Licensing: Teams Phone license required.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Node4 shall prioritise all Service Tickets based on its reasonable assessment of the Priority level (P1 to P4); and respond to all Service Tickets in accordance with the initial response times specified below: ; Response Acknowledgement: P1=30 Mins, P2=1 Hour, P3=2 Hours, P4=4 Hours; Commencement: P1=1 Hour, P2=2 Hours, P3=4 Hours, P4=N/A; Frequency of Updates: P1=1 Hour, P2=2 Hours, P3 and P4 =12 Hours if Resolve / Target to Fix exceeded; Resolve / Target ; to Fix: P1=4, P2=8, P3=12, P4=36
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Standard testing with accessibility software
• Onsite support: Yes, at extra cost
• Support levels: Support level options are as follows: -; Business Hours; Standard business hours support 9am to 5:30pm weekdays, excluding bank and national holidays; 24 x 7; Priority 1 and 2 – Support hours 24/7 ; Priority 3, 4 and Service Request – Support hours between 9am and 5.30pm weekdays, excluding bank and national holidays.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We tailor on-boarding services based on client requirements, but these are typically aligned to ITIL v4 transition guidelines. This can be either tailored or provided using our standard, predefined service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: When a contract for Teams Calling ends, users can extract their data by downloading the call recordings. These recordings are stored in either OneDrive or SharePoint. However, it’s important to note that recordings are automatically deleted after a set period of time, which is determined by the admin. Therefore, it’s recommended to download and save any necessary data before the contract ends or the set expiration time
• End-of-contract process: End of contract scenarios are agreed in advance and either tailored to client requirements or we can provide a standard, predefined solution, based on ITIL v4 processes and guidelines.; Additional costs are determined on a case by case basis, dependent on size and complexities of activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Microsoft Teams Calling has been designed to work on mobile devices. It offers a feature called Teams Phone Mobile, which allows you to use your SIM-enabled, business-provided phone number as your Teams phone number. This enables seamless call answering and switching between devices. Your call history is shared between Teams and the phone app, and you can transfer calls from your phone app to Teams on any device. This ensures you stay connected no matter where you are
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service interface for Microsoft Teams Calling is designed to provide a seamless and efficient calling experience. It includes:; ; Calls App: This combines contacts, voicemail, and call history. ; Call History: Call history, including missed calls, is centrally located. ; Speed Dial and Contacts: Speed dial contacts and contact groups are easily accessible; Voicemail: You can review your voicemail summaries and transcripts; Call Settings: You can manage call settings, including connected calling device, call forwarding, and call groups, directly within the calls experience
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Standard testing with accessibility software.
• API: Yes
• What users can and can't do using the API: The Call Records API is part of the Microsoft Graph. This API provides usage and diagnostic information about the calls and online meetings that occur within your organisation when using Microsoft Teams
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: Microsoft ensures that the demand from other users doesn’t affect the quality of service by leveraging the power of cloud scalability. Teams Calling uses scalable Azure-based services, which can handle vast numbers of concurrent calls and store them for extended periods. This scalability removes the restrictions of limited on-premise storage.

Analytics

• Service usage metrics: Yes
• Metrics types: Microsoft Teams Calling provides a variety of usage metrics. These include:; ; Teams Usage Report: This report provides insights into how users in your organisation are using Teams. ; Teams User Activity Report: This report provides detailed information about user activities, such as number of messages posted, calls participated in, and meetings organised.; Teams Device Usage Report: This report provides information about devices used to access Teams.; Teams App Usage Report: This report provides information about the total active users of the app.; Call Record Insights: This tool provides insights into call data, such as call duration and type by user.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Download either to SharePoint or OneDrive
• Data export formats: Other
• Other data export formats: MP4
• Data import formats: Other
• Other data import formats: Data is not uploaded into Teams Calling

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Service Level Agreement (SLA): Microsoft Teams offers a 99.99% uptime SLA. ; Refund Policy: If Microsoft does not meet the guaranteed level of availability, they offer financial commitments for credit. The specifics of these commitments would be outlined in the terms of the individual service agreement between Microsoft and the customer.; Scope of SLA: The 99.99% SLA applies to Microsoft Teams Calling Plans, Phone System, and PSTN Audio Conferencing.; Please note that the exact terms and conditions of the SLA and refund policy can vary and should be verified in the specific contract or agreement you have with Microsoft.
• Approach to resilience: Microsoft Teams and its data centres are designed with a high level of resilience to ensure service continuity. ; ; Microservice Architecture: Teams is built with a highly resilient microservice architecture that splits tasks across multiple geo-redundant systems to ensure high availability and performance. ; Azure’s Built-in Resiliency: Microsoft Teams leverages Azure’s built-in resiliency, making it extremely resistant to failures.; Data Centre Redundancy: Teams is operated out of at least two geographically distant Azure regions, and more where possible. ; Failover Operations: Failover operations are used as part of normal day-to-day service management processes for load balancing and maintenance tasks, as well as for recovery during Service Incidents.; Fault Isolation: Microsoft Teams service infrastructure is highly segmented, which severely limits the scope of most types of impact.; Graceful Degradation: Microsoft Teams has introduced several features to limit the real-world impact of service degradation.; Business Continuity Management (BCM): Microsoft’s Enterprise Resilience and Crisis Management team oversees business continuity management and disaster recovery activities across Microsoft services and cloud offerings; Data Replication: Data replication between data centres provides high availability and reliability during a catastrophic incident.; Testing of BCDR Plans: Microsoft business continuity and disaster recovery plans are tested, updated, and reviewed annually.
• Outage reporting: Microsoft Teams has a robust system for reporting and handling outages, including those related to call recording. ; ; Analytics and Reporting: Microsoft Teams provides a comprehensive analytics and reporting system in the Teams admin center. You can run different reports to get insights into how users in your organisation are using Teams. ; Usage Reports: To get a report on the number of calls made or received by an individual within a specified time period, you can run a usage report in Teams Admin center.; Incident Reports: In case of an outage, such as a call recording outage, an incident report is created. ; Diagnostics: If there are issues with meeting recordings, you can run the 1:1 Call Recording Diagnostic for an affected user.; Service Incidents: Microsoft also provides updates on service incidents on their official X account.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The service uses Role-Based Access Control to assign specific permissions to different roles. Multi-factor authentication is in place to verify the identity of users. Conditional access policies are used to control who can access what, with regular audits to monitor activity. These steps ensure that your call recordings are accessed only by authorised personnel. Your security is our priority.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQUAR
• ISO/IEC 27001 accreditation date: 29/03/2022
• What the ISO/IEC 27001 doesn’t cover: All aspects are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: ClaraNet Ltd
• PCI DSS accreditation date: 12/08/2023
• What the PCI DSS doesn’t cover: PCI controls 2d, 2e, 3, 4, 5, 6, 7, 8, 10, 11
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: Node4 operates an Information Security Management System (ISMS) which conforms to ISO27001. The purpose of the ISMS is to assess and manage risk and to protect the organisation’s information assets from all threats, whether internal or external, deliberate or accidental. The CEO has approved the information security policy. The Information Security Objectives of Node4 are to: -; Protect information against unauthorised access; Assure the confidentiality of information; Maintain the integrity of the information; Ensure the availability of information as required by the business processes ; Meet all regulatory and legislative requirements; Implement, maintain and test DR / BC plans in line with the security policy; Train all staff on information security; Continually review and improve the ISMS; ; Additional policies and procedures exist to support the Information Security Policy. These include, but are not limited to, physical and logical access controls, network security, malware controls, vulnerability management and business continuity.

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: All changes are assessed for their potential security impact through the Change Advisory Board. A Low-Risk change is one which has a possibility of causing up to a Priority 3 or 4 Incident. A High-Risk change is one which has a possibility of causing a Priority 1 or 2 Incident or a large amount of Priority 3 and 4 Incidents for multiple customers.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Vulnerability testing is performed monthly using internal and external tool sets. Vulnerabilities are assessed and remediation actions performed depending on risk. Information about potential threats is provided by the vulnerability scanning tools.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Protective monitoring is performed by the SIEM tool and monitored by the Security Operations Centre. The SIEM provides realtime alerts of any potential compromises and a process of detect, analyse and response is followed with 1 hour.
• Incident management type: Undisclosed
• Incident management approach: The following approach in used for incident management to ensure the objectives are achieved ; ; Incident Resolution is achieved in the most effective manner ; ; All Incidents are identified promptly and correctly; ; All Incidents are evaluated, categorised, and prioritised correctly; ; Communication is maintained with all Stakeholders throughout the lifecycle of all Incidents; ; All Incidents are constantly monitored throughout their lifecycle; Incidents are handled as outlined in the Incident Management Schedule Document here: - ; https://node4.co.uk/app/uploads/2022/07/Schedule-Incident-Management-07.04.2021-release.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:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  In our commitment to fighting climate change, we take a holistic approach that encompasses reducing carbon emissions, enhancing energy efficiency, and promoting sustainable practices in the delivery of our cloud hosting and software services. Our strategies include:; Energy Efficiency: We optimise our datacentres and cloud infrastructure to be as energy-efficient as possible, employing the latest in green technology and design principles. This reduces our overall energy consumption and minimises our carbon footprint.; Renewable Energy: Where feasible, we power our operations with renewable energy sources, such as solar and wind, to reduce reliance on fossil fuels. This commitment extends to encouraging our suppliers and partners to also adopt renewable energy.; Carbon Offsetting: We invest in carbon offset projects, including reforestation and renewable energy projects, to compensate for our unavoidable emissions. These efforts contribute to global carbon reduction initiatives.; Sustainable Practices: We advocate for and implement sustainable practices within our organisation, including reducing waste, promoting recycling, and encouraging the digitalisation of processes to minimise paper use.; Client Engagement: We work with our clients to understand and minimise the environmental impact of their cloud and software service choices. This includes offering guidance on how to use cloud resources more efficiently and sustainably.; Innovation: We continuously explore innovative ways to reduce the environmental impact of our services, including the development of more energy-efficient software and the utilisation of AI to optimise resource usage.; Our aim is to lead by example in the fight against climate change, demonstrating that it is possible to deliver high-quality cloud services while also making a positive impact on the environment. Through these actions, we not only contribute to the sustainability of our planet but also offer our clients the opportunity to engage with a provider that aligns with their values on environmental responsibility.

  Covid-19 recovery

  In our efforts to support COVID-19 recovery, we're committed to leveraging our cloud hosting and software services to aid businesses, communities, and public sector organisations in navigating the challenges posed by the pandemic and its aftermath. Our strategies include:; Remote Work Solutions: We provide robust cloud solutions that enable seamless remote work, ensuring that organisations can continue their operations without interruption. This includes secure access to critical applications, collaboration tools, and data storage solutions, facilitating productivity and connectivity among dispersed teams.; Digital Transformation Acceleration: Recognising the increased need for digital services, we assist organisations in accelerating their digital transformation journeys. This involves migrating traditional services to the cloud, enabling them to offer their own customers more flexible and resilient services.; Educational Support: To address the surge in demand for online learning, we offer cloud-based learning platforms and tools that educational institutions can leverage to deliver high-quality education remotely. This includes solutions for virtual classrooms, online assessments, and resource sharing.; Healthcare Support: We support healthcare providers by offering cloud solutions that enhance their ability to deliver telehealth services, manage patient data securely, and scale their resources in response to fluctuating demands.; Economic Resilience: We're committed to supporting economic resilience by offering flexible pricing models and financial assistance programs for businesses affected by the pandemic, helping them to maintain their cloud services without financial strain.; Community Engagement: We engage with communities and non-profit organisations, providing technology resources and expertise to support recovery efforts, including initiatives aimed at bridging the digital divide and supporting vulnerable populations.; Our goal is to be a proactive partner in COVID-19 recovery, providing technology solutions that not only help organisations adapt to the new normal but also contribute to building a more resilient and inclusive future.

  Tackling economic inequality

  In addressing economic inequality, we are committed to leveraging our cloud hosting and software services as tools for empowerment and opportunity creation. Our approach is centered on making technology accessible and beneficial for all segments of society, particularly those who are most vulnerable or have been traditionally underserved. Here’s how we contribute:; Accessibility and Affordability: We strive to ensure our services are accessible and affordable, offering scalable solutions that cater to the needs of small and medium-sized enterprises (SMEs), non-profits, and educational institutions. This includes flexible pricing models for qualifying organisations, enabling them to leverage technology to drive their missions forward.; Skills Development and Training: Recognising the importance of digital literacy in the modern economy, we offer training programs and resources aimed at developing the digital skills of individuals from disadvantaged backgrounds. By partnering with educational institutions and community organisations, we aim to close the skills gap and open up new opportunities for employment and entrepreneurship in the tech industry.; Supporting Social Enterprises: We actively support social enterprises and organisations working to tackle economic inequality through preferential access to our cloud and software services. This support extends to collaboration on projects that leverage technology to address social issues, such as unemployment, education, and access to healthcare.; Innovation for Inclusion: We invest in developing innovative solutions that address barriers to economic participation. This includes technologies that enhance financial inclusion, support remote work and education, and enable access to essential services for underserved populations.; Economic Opportunity Creation: Through our ecosystem of partners, customers, and suppliers, we seek to create economic opportunities by prioritising diversity and inclusion in our procurement processes and by fostering an environment where small and diverse businesses can thrive.

  Equal opportunity

  Our dedication to promoting equal opportunity is woven into the fabric of our operations, services, and community engagements. We believe that technology has the power to level the playing field, providing access to information, resources, and opportunities that can transform lives regardless of background, location, or circumstance. Here’s our approach:; Diverse and Inclusive Hiring Practices: We are committed to fostering a diverse and inclusive workforce by implementing fair hiring practices that actively seek out and welcome candidates from a variety of backgrounds, including underrepresented groups. This diversity enriches our team with a wide range of perspectives and ideas, driving innovation and understanding of the diverse needs of our clients.; Workplace Equality: We ensure that all employees have equal access to opportunities for growth, development, and advancement. This includes creating a supportive work environment that respects and values each individual's contributions, and implementing policies that promote work-life balance, fair compensation, and professional development.; Technology Accessibility: Our cloud hosting and software services are designed with accessibility in mind, ensuring that individuals with disabilities have equal access to our technologies. This includes adherence to accessibility standards and guidelines, and providing tools and features that enhance usability for all users.; Community Programmes and Partnerships: We engage in community programmes and partnerships aimed at promoting equal opportunity in the technology sector and beyond. This includes supporting educational initiatives that provide technology access and digital literacy training to underserved communities, and collaborating with organisations that work towards social inclusion.; Supplier Diversity: We are committed to supplier diversity by ensuring that small and minority-owned businesses are given fair opportunities to participate in our procurement processes. This not only supports economic inclusion but also enriches our supply chain with a diversity of ideas and products.

  Wellbeing

  In addressing wellbeing, we recognise the critical importance of mental and physical health, particularly in today’s fast-paced and often stressful work environments. Our approach to wellbeing is holistic, focusing on creating a supportive and healthy work culture for our employees, and extending this ethos to our clients and the communities we serve. Here’s how we contribute:; Employee Wellbeing Programmes: We implement comprehensive wellbeing programmes that support the mental, physical, and emotional health of our employees. These include access to mental health resources, such as counselling services and stress management workshops, as well as initiatives promoting physical health, like fitness classes and ergonomic workplace assessments. We believe that a healthy team is more engaged, productive, and innovative.; Flexible Working Arrangements: Recognising the diverse needs of our workforce, we offer flexible working arrangements to help employees balance their professional and personal lives. This flexibility includes options for remote work, flexible hours, and the provision for necessary breaks to recharge, contributing to a more sustainable work-life balance.; Healthy Work Environment: We strive to create a work environment that promotes wellbeing, including safe and comfortable physical spaces, a positive and inclusive culture, and opportunities for social connection and community building among employees.; Client and Community Support: Beyond our internal initiatives, we extend our commitment to wellbeing through the services and support we provide to clients and the wider community. This includes offering products and services that encourage healthy work practices and partnering with organisations focused on mental health and wellbeing.; Continuous Learning and Development: We believe in the wellbeing benefits of lifelong learning and professional development. Our programmes are designed to support continuous growth and development, reducing the risk of burnout and increasing job satisfaction by providing meaningful opportunities for advancement and skill enhancement.

Pricing

• Price: £129.71 to £2,817.27 a unit a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 bidmanagement@node4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.