Wavenet

TeamsLink

Teamslink is a MS teams direct routing platform that is owned and developed by Wavenet that allows a versatile solution for many additional features inclusively of configuration, reporting and call recording along with ability to integrate with many third party solutions.

Features

• Native Teams dialler integration
• Auto Attendant
• Hunt Groups
• Call Queues
• Visual routing manager
• Class of service
• Disaster Recovery
• Voicemail
• Analytics
• Accessibility

Benefits

• Enhance communications quality and collaboration efficiency
• Ensure productivity for all users
• Enable business continuity
• Execute robust security policies
• Elevate customer experience
• Empower employees to effectively engage customers
• Engender employee job satisfaction and reduce staff turnover
• Enrich decision-making for supervisors and managers
• Enlighten process efficiency though actionable operational insights
• Embed agile working practices

• Education pricing 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 publicsector@wavenet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

867612330412347

Contact

Joe Ewins
0333 234 0011
publicsector@wavenet.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: TeamsLink provides direct routing in to the Microsoft Teams application
• Cloud deployment model: Public cloud
• Service constraints: Occasional planned maintenance outside of working hours, no disruption to the customer. Wavenet will ensure that there is no client downtime, and any maintenance will be communicated well in advance.
• System requirements:
  • Each user requires a Microsoft Teams account
  • Each user requires the Microsoft Phone Standard license
  • Network interconnection and access (firewall settings)
  • Local network suitability for multimedia traffic (bandwidth, QoS settings)
  • Data centre network addresses (IP number whitelist)
  • Supported third-party endpoints (e.g. desk phones)
  • Browser prerequisites for user, supervisor and admin portal access

User support

• Email or online ticketing support: Yes
• Support response times: The UK-based Technical Support team at Wavenet has a target response time to Critical and High priority issues within 30-minutes and to Medium and Low priority issues within one hour. Customer and technical support teams operate during core business hours, Monday to Friday from 08:00 to 18:30, for handling emails and phone calls. Customers on the 24x7x365-day support list will receive assistance beyond these hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard Care:; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the Working; Hours Mon to Fri, 09:00 - 17:00 hrs, excluding UK Public/Bank holiday and is based on the SLA Priority Response table.; ; Enhanced Care:; Supported Mon to Fri 08:00 - 20:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to a request for Incident support received during the hours Mon; to Fri 08:00 - 20:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.; ; Flex Care:; Supported Mon to Fri 09:00 - 17:00 excluding public holidays; Wavenet will use all reasonable endeavours to respond to requests for Incident support received during Working Hours; of Mon to Fri 09:00 - 17:00 hrs, excluding UK Public/Bank holidays and is based on the SLA Priority Response table.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Upon signing the contract, services are provisioned, an account created, and your administrator will be provided with access instructions and credentials. Our Project Services teams will collaborate with you to facilitate the adoption of our service, providing guidance and training for setup, configuration, and efficient use. They adhere to PMI methodology and PRINCE2 principles, ensuring a structured approach from contract signing to transition to our Support teams. The onboarding process, guided by the Project Services team, implements project lifecycle processes and governance throughout.; Project stages include:; ; 1. Project kick-off: Introducing the team, explaining the process, and setting deliverables and timelines.; 2. Solution design (discovery): Assessing network, collecting user profiles, call flow details, and other requirements, including number porting prep.; 3. System configuration and admin training: Configuring the system, providing admin training, and activating phones.; 4. System test and user training: Testing and providing training materials for end-users.; 5. Go-Live: Making the system operational by forwarding calls.; 6. Number porting: Transferring current numbers to our system.; 7. BCD sign-off: Officially approving the Build Capture Document.; 8. Transition to support: Ensuring smooth operations post-implementation, with ongoing support as outlined in our agreement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The customer via the relevant service portals can extract all historical call detail and call recording information held
• End-of-contract process: Once the service fully terminates, Wavenet technical staff will de-commission the customers service ensuring all data base information and call recording and analytics data permanently deleted.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences in features between TeamsLink Desktop and TeamsLink Mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: TeamsLink application features a browser-based interfaces for service and administration. The Admin Console empowers customers to manage PBX features like users, hunt groups, and auto attendants.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: No known
• API: No
• Customisation available: Yes
• Description of customisation: The TeamsLink solution is highly adaptable to meet the specific needs of each customer. For example, manage PBX features like users, hunt groups, and auto attendants.

Scaling

• Independence of resources: TeamsLink communication service offers unparalleled scalability, anticipating resource needs for deployment and growth. Systems automatically adjust resources based on load, with rigorous review by our architecture team to ensure reliability, availability, and security. Dedicated quality assurance teams conduct thorough testing against replica production platforms to uphold Wavenet standards, including load testing. This approach ensures seamless scalability and robust performance, guaranteeing our ability to support both existing and new customers effectively.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide metrics on inbound and outbound calls made from each extension via our web-based call analytics portal.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Via a secure web-portal. Portal address to be provided by engineering upon commencement of the service.
• Data export formats: CSV
• Data import formats: CSV

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)
  • Other
• Other protection within supplier network: The Cloud service operates from secure UK data centre locations and the equipment is only accessible by Wavenet technical personnel. All customer data resides within the Wavenet managed environment and no data is transferred outside of this environment. We operate a robust data protection policy and retain customer data for the minimum amount of time necessary to deliver the service.

Availability and resilience

• Guaranteed availability: The TeamsLink service architecture is such that we can offer high availability of service to all customers. We offer a 99.99% uptime SLA
• Approach to resilience: The service is operated from two data centres with a customer specific PBX being deployed in each. All handsets have the ability to connect to PBX call control at both data centres. All connectivity to the PSTN and Public internet is offered from both data centres for resiliency.
• Outage reporting: We have a process to communicate with customers in the event of a major service outage and provide a Reason for Outage report. This is based through emails from the support team. Once an outage is noted then regular hourly emails are sent detailing progress to resolution.; We operate a real time network monitoring tool that allows us to see in real - time any issues on our network.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Wavenet maintains stringent access controls by assigning unique user IDs with robust passwords, adhering to the latest NIST guidelines. Access by Wavenet employees is meticulously logged, including IP addresses, and is under constant monitoring by both IT and Security Information Event Management teams.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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

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: Wavenet is an ISO27001 certified company and we adhear to the standard, we are audited on this standard annually, Wavenet is also a CE+ certified company
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wavenet conform to ISO2000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Wavenet conform to and follow the NIST standard and ISO27002
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have continual monitoring with EDR solution feeding into a SIEM that is monitored 24/7 that is monitored by SOC
• Incident management type: Supplier-defined controls
• Incident management approach: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: Thursday 18 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: United Registrar of Systems
• ISO 9001 accreditation date: Monday 12 August 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 39aabf05-4ab8-4ee7-adcd-3318af1f9d2f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6cc5c85d-03f1-446c-9e9d-7338dfb9f0ce
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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