Ctalk Limited

OnCallRota

OnCallRota is designed for help/support desks, IT departments, and engineers where you require staff to cover an on-call rota. This can be difficult to manage and result in lost calls. With OnCallRota you can set up rotas for individual departments via the OnCallRota web portal.

Features

• Set up rotas for individual departments
• Easy to use and manage your rotas via the portal
• See your activity through the history portal
• Use mobile or landline numbers for your staff’s contact numbers
• Setup SMS and email alerts
• Call recording available

Benefits

• Detailed call logging
• Manage your on-call rota weeks, or months in advance
• Create templates to reuse on call scheduling patterns
• Alerts setup for incident management
• Call recording portal

£75 a licence 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 joe.richardson@ctalk.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

843096331125511

Contact

Joe Richardson
01785 336666
joe.richardson@ctalk.co.uk

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: Ctalk Contact Centre
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance is performed outside of core business hours ensuring no disruption to customers.; ; Ctalk provides 24x7 services to many customers and ensure full service is maintained throughout core upgrades.
• System requirements: Software - Modern Web Browser (e.g. Chrome / Firefox)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Ctalk only provides 24x7x365 support with a response time for Urgent / Priority 1 issues within 30 minutes. ; ; Full SLAs and priorities are available in the Terms and Conditions.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Ctalk provides the same 24x7x365 support level for all customers at no extra cost.; ; Support is provided by Support Engineers, Network Engineers and Technical Account Managers covering all operational and technical issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Full online documentation is available, including video tutorials on setting up the service. The Technical Account Management team provide support as required in the event of any issues.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All call recordings can be downloaded, or at an additional cost provided in bulk in wav format.; ; Full data exports can be provided at an additional cost.
• End-of-contract process: Following the expiration of the contract, all data is deleted unless otherwise requested for which there is an additional charge.; ; When the service is terminated telephone calls to OnCallRota will no longer be handled by this service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None - Full Parity
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: OnCallRota allows for custom templates, rotas and schedules to be created to reuse.

Scaling

• Independence of resources: All Ctalk systems are fully scalable, resilient and geographically redundant by design. All onboarding of new customers includes internal architecture reviews to ensure capacity thresholds are maintained. ; ; All services are monitored 24x7 by the dedicated Network Operations Centre team who monitor trends and incidents and balance resources accordingly in the event of any usage spikes mitigating the risk of service issues.

Analytics

• Service usage metrics: Yes
• Metrics types: Full, detail call logs are available for all historical calls.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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 once a year
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: All call logs can be accessed and downloaded via the portal.; ; Call recordings are also accessed via the portal which can then be downloaded.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
  • Wav (Audio)
• 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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Ctalk maintains a target availability time of 99.99%.; ; Customers are provided with service credits when SLAs are not met, these and all other SLA details are listed in the Terms and Conditions documents.
• Approach to resilience: Two Tier 3 data centres are used - one in London and one in Manchester. All Ctalk architecture is redundant and geographically resilient by design. ; ; Each data centre can handle 100% capacity mitigating service issues in the unlikely event of losing a full data centre.; ; All upstream connectivity utilised by Ctalk for PSTN and Internet is resilient in both locations to mitigate third party outages.
• Outage reporting: The Ctalk NOC monitor all service 24x7 with email alerts sent to customers in the event of any degradation or outage incidents detected.; ; Telephone calls are also made to offer assistance in mitigating any issues where a workaround is available.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Physical access is tightly controlled by the Data Centre security systems with limited authorised Ctalk personnel provided access.; ; Logical access is secured by private leased lines with two-factor authentication and restricted to specific networks.; ; All access is setup based on the principle of least privilege ensuring staff only have access to what is required as part of their role.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: BSI
• ISO/IEC 27001 accreditation date: Continuous from 14/01/2014
• What the ISO/IEC 27001 doesn’t cover: Customers' Premises; Anything that is outside of Ctalk's control
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Ultima Risk Management
• PCI DSS accreditation date: Continuous from 23/06/2016
• What the PCI DSS doesn’t cover: Customers' Premises; Anything that not in scope
• 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: Ctalk has a full Information Security Management System conforming to the ISO 27001:2013 standard. It includes over 50 policies and procedures.; ; The CIO (who has responsibility for security) reports to the CEO. Other C-level staff include the CTO, CFO and COO.; ; Security is monitored and breaches including breaches of policies and procedures are reported to the CIO. All staff sign to say they have read and understood the policies and procedures starting at Ctalk and annually thereafter.; ; Internal audits are regularly undertaken to ensure all policies and procedures are followed for all business operations.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: An asset and configuration management system is in use to manage all hardware and software installed in the data centres. All changes are assessed for security and penetration tests are carried out when any major changes are made. Code reviews are carried out on software developments.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Penetration testing and vulnerability scanning is carried out regularly using multiple tools. ; ; Patches which are intended to address critical issues are applied within 30 days.; ; Scanning is carried out in accordance with NIST Special Publication 800-115.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Network Operations and Infrastructure teams continuously monitor all Firewalls, Networks, Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS).; ; Incidents are reported and automatically alerted within minutes of them starting. The Network Operations and Infrastructure teams take action as soon as the report is received. Suspected compromises are dealt with at the highest priority.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are managed by the Support Desk and can be escalated to senior engineers in all relevant teams as required. The Senior Management Team are notified of any P1 incident.; ; Issues can be identified via both automated monitoring as well as customer reports with pre-defined processes in place to streamline incident management.; ; Incident updates are given every 30 minutes by phone and email for P1 incidents and a written incident report is provided following resolution and incident review.

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: Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As the reliance on 24x7 contact management expands, the demand for extended operating hours necessitates a reliable and sustainable energy supply. Recognising the environmental impact of data centre operations, Ctalk has prioritised energy efficiency and green electricity generation in its approach to fighting climate change.; ; Through rigorous carbon reduction efforts in its own operations, Ctalk is committed to minimising its environmental footprint. Central to this commitment is the selection of data centres with a strong focus on carbon reduction and the urgent pursuit of net-zero emissions.; ; Our London data centre proudly operates on 100% renewable energy, exemplifying our dedication to sustainable practices. Similarly, our Manchester data centre is actively pursuing Leadership in Energy and Environmental Design (LEED) certification, demonstrating our ongoing commitment to reducing our environmental impact.; ; By partnering with data centres aligned with our sustainability goals, Ctalk continues to advance its vision of providing net-zero Contact Centre as a Service (CCaaS) solutions, contributing to global efforts to combat climate change.

  Tackling economic inequality

  OnCallRota provides opportunities for flexible work arrangements. This can benefit individuals who may face barriers to traditional employment, such as caregivers, individuals with disabilities, or those living in rural areas with limited job opportunities. By enabling remote work, OnCallRota helps to level the playing field and create more inclusive employment opportunities.

  Equal opportunity

  OnCallRota promotes equal opportunity by offering a platform that facilitates fair and transparent scheduling practices. By automating the process of managing on-call rotas, it helps to prevent biases and favouritism in shift assignments. Additionally, its remote accessibility ensures that all staff members, regardless of location or personal circumstances, have equal access to on-call duties and opportunities.

  Wellbeing

  OnCallRota supports employee wellbeing by allowing for flexible work arrangements and reducing stress associated with on-call scheduling. Staff members can manage their on-call responsibilities from anywhere, promoting a better work-life balance and reducing burnout.

Pricing

• Price: £75 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A full Proof of Concept (POC) is available following scoping. POCs are time limited by agreement with acceptance criteria.

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 joe.richardson@ctalk.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.