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Creative Networks

3CX PBX VoIP Phone System Hosting

3CX PBX VoIP Phone System is software for businesses to make calls via the internet. It replaces traditional phone systems, integrating with SIP trunks, IP phones, and softphones. Offering features like call forwarding and conferencing, it enhances communication, efficiency, and cost-effectiveness for organisations of all sizes.

Features

  • VoIP calling: Make/receive calls via internet network.
  • SIP trunking: Integrates with SIP providers for external calls.
  • Call forwarding: Redirect calls to designated numbers/extensions.
  • Auto-attendant: Automated voice menus for call routing/information.
  • Conferencing: Host virtual meetings with multiple participants.
  • Voicemail: Record/manage voice messages efficiently.
  • Mobile apps: Access/manage calls on smartphones/tablets.
  • CRM integration: Connects with customer relationship management software.
  • Call recording: Capture/store conversations for quality assurance purposes.
  • WebRTC support: Browser-based communication for seamless web interactions.

Benefits

  • Reduces deployment times with easy setup and configuration.
  • Enhances communication efficiency with seamless VoIP calling.
  • Streamlines call management with intuitive features and interfaces.
  • Improves collaboration through virtual conferencing capabilities.
  • Lowers communication costs by leveraging internet-based calling solutions.
  • Increases flexibility with mobile app access for on-the-go communication.
  • Enhances customer service with CRM integration for streamlined interactions.
  • Boosts productivity with automated call routing and voicemail systems.
  • Ensures data security with encrypted communication channels.
  • Minimises downtime with reliable and scalable PBX infrastructure.

Pricing

£7.50 to £30.00 a unit

Service documents

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

9 5 5 1 7 0 0 8 4 0 9 7 3 0 7

Contact

Creative Networks Azeem Javed
Telephone: 03303337337
Email: aj@creative-n.com

Service scope

Service constraints
Buyers of the 3CX PBX VoIP Phone System should note compatibility with hardware, system requirements, and software licensing. Planned maintenance and updates may cause periodic downtime, and support may have limitations. Integration with existing systems could pose challenges. Ensuring compatibility, adequate resources, and understanding licensing models is crucial. Buyers should plan for maintenance windows and assess support availability. Addressing these considerations proactively can facilitate a smooth deployment and operation of the 3CX system within their organisation.
System requirements
  • Adequate network bandwidth for VoIP calls.
  • Supported operating systems: Windows or Linux.
  • Hardware: x86-based server or virtual machine.
  • Minimum RAM: 2GB. Minimum CPU: Dual-core 2.4 GHz.
  • Storage: SSD or HDD with adequate space.
  • Internet connection for external communication.
  • SIP trunk or VoIP provider for external calls.

User support

Email or online ticketing support
Email or online ticketing
Support response times
08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), 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
No web chat testing has been done with assistive technology users by Creative Networks.
Onsite support
Onsite support
Support levels
End-user support and training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Additional support can be provided from our satellite office in Nottingham. Our helpdesk is made up of 1st line, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We assist users in adopting the 3CX VoIP PBX service through a variety of resources tailored to their needs. Our user documentation offers step-by-step guides, FAQs, and troubleshooting tips for independent learning. Additionally, we provide interactive online training sessions and webinars led by experienced instructors to guide users through setup and configuration processes effectively. For those preferring personalised assistance, optional onsite training sessions can be arranged to address specific organisational requirements. Our dedicated technical support team is readily available to assist users with any inquiries or challenges they may encounter, offering prompt resolution via email, phone, or online chat. With these resources and support channels in place, we aim to ensure a smooth onboarding experience and empower users to harness the full capabilities of the 3CX VoIP PBX service for their communication needs.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Exported upon request. Contact the Support Helpdesk or Technical Account Manager.
End-of-contract process
At the end of the contract services will continue on a rolling 30 day agreement until either party serves notice. If it is decided the client will exit, Creative Networks will assist in transitioning and migration of services ensuring continuity and a smooth handover. We will, where applicable deliver an Exit Plan which sets out the proposed methodology for achieving an orderly transition of Services on the expiry or termination of the contract. The Exit Plan will contain at minimum: Separate mechanisms for dealing with Ordinary Exit and Emergency Exit. The management structure to be employed during both transfer and cessation of the services and a detailed description of both the transfer and cessation processes, including a timetable. Document how the Services will transfer including details of the processes, documentation, data transfer, systems migration, security and the segregation of technology components. Specify the scope of the Termination Services that may be required and any charges that would be payable for the provision of such Termination Services and detail how such services would be provided. Provide a timetable and identify critical issues and set out the management structure to be put in place and employed during the Termination Assistance Period.

Using the service

Web browser interface
Yes
Using the web interface
Interaction through our systems or 3CX modules
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
Support ticket.
API
Yes
What users can and can't do using the API
Users of the 3CX VoIP PBX API can programmatically set up and configure various aspects of their phone system, including extensions, call routing rules, voicemail settings, and more. Through the API, users can automate the provisioning of new extensions, assign users to specific groups or queues, update call forwarding preferences, and manage call recordings. Additionally, users can retrieve information about call history, active calls, and system status for monitoring and reporting purposes.

However, there are limitations to what users can do through the API. For example, certain administrative tasks, such as system configuration changes or licence management, may require elevated privileges that are not available through the API. Additionally, some advanced features or settings may not be accessible or configurable via the API, requiring manual intervention through the 3CX management interface. Users should consult the API documentation for a comprehensive list of available endpoints, supported operations, and any limitations or restrictions on API usage.
API automation tools
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
API documentation
Yes
API documentation formats
PDF
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Hosted on cloud scalable solution.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
CPU
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
3CX

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
Backup controls
Backups can be scheduled by contacting the support team.
Datacentre setup
Single datacentre with multiple copies
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

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
97%
Approach to resilience
Hosted on Amazon Web Services, scalable have multiple locations cloud replication
Outage reporting
Website Updates.
Email alerts.

Identity and authentication

User authentication
Username or password
Access restrictions in management interfaces and support channels
Supplier defined controls.
Access restriction testing frequency
Less than once a year
Management access authentication
Username or password
Devices users manage the service through
Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
Less than 1 month
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Less than 1 month
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
UKAS
ISO/IEC 27001 accreditation date
24/10/2022
What the ISO/IEC 27001 doesn’t cover
Areas not covered by ISO/IEC 27001 certification include specific business processes unrelated to information security, certain third-party services or suppliers, or compliance with other industry-specific regulations.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
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
Organisations adhering to ISO 27001 establish robust information security practices. They develop policies aligned with ISO 27001 requirements, covering areas like access control, data protection, and incident response. Through risk assessments, they identify and prioritise security risks, implementing controls to mitigate them. Employees receive training on security policies and procedures to enhance awareness and compliance.

Monitoring and review processes ensure the effectiveness of security controls, with regular audits and assessments conducted. A designated individual or team oversees the implementation and maintenance of the Information Security Management System (ISMS), reporting to senior management or the board.

To ensure policy adherence, organisations employ various mechanisms such as audits, reviews, and ongoing monitoring. Non-compliance issues prompt corrective actions and improvements to the ISMS. By following these practices, organisations demonstrate their commitment to information security and continuously strive to enhance their security posture in line with ISO 27001 standards.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Creative Network's have in place a Change Management Process that follows the ISO 20000 Standard. A change is proposed with the Change Manager and then added to the Changes-overview. The change is scheduled to be executed and a roll back plan is created (if necessary). Rollback is actioned immediately upon confirmation as per following the rollback matrix, resources are freed and announcements are published. Periodically, the overview of archived changes is checked.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Creative Network's have a Vulnerability Management process that implements the following: Receives information about zero day threats from the National Cyber Security Center; subscribe to newsletters from vendors and used products, in contact with special interest groups; Technical vulnerabilities are handled either using the Incident management process or the Change management process; Patches are tested following the Installation of software on operational systems.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All devices have a monitoring agent on them which can identify potential issues and report back to our service desk. If an issue is identified we have an internal 4 hour SLA to ensure remedial actions are carried asap, the seriousness of an incident will be assessed on discovery so that any priority issues can be responded to quickly.
Incident management type
Supplier-defined controls
Incident management approach
Fully developed Business Continuity and Disaster Recovery management process developed in line with ISO 22301. Creative Network's have a pre-defined Incident Management Process in place where by an incident is reported with the Incident Manager and then added to the Incidents-overview. After which, relevant log files (from all systems affected) and evidence is gathered. The incident is corrected by implementing a patch, temporary fix or workaround. It is determine whether future occurrences of the incident can be prevented, e.g. by modifying/strengthening one or more controls. Periodically, the overview of archived incidents is checked for apparent trends and effectivity of corrections.

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)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Third-party
Third-party virtualisation provider
Hyper V
How shared infrastructure is kept separate
Each instance is virtualised using Hyper-V.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Our Data Centre follows the ISO 14001 standard. We have in place a robust environmental management system
• Procuring consumed energy from sustainable energy sources wherever possible

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

Fighting climate change

By enabling remote work capabilities, 3CX reduces the need for employees to commute to a central office, thereby lowering carbon emissions associated with transportation.

Covid-19 recovery

During the pandemic, 3CX facilitated remote communication, enabling businesses to maintain operations while adhering to social distancing guidelines. It supported continuity and resilience in the face of disruption.

Equal opportunity

The flexibility of 3CX allows employees to work from anywhere, providing opportunities for individuals who may face barriers to traditional office-based employment, such as those with disabilities or caregivers.

Wellbeing

By reducing the need for daily commuting and offering flexible work arrangements, 3CX promotes work-life balance and reduces stress for employees, contributing to overall wellbeing and mental health.

Pricing

Price
£7.50 to £30.00 a unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
The free version of 3CX PBX VoIP Phone System offers essential features like unlimited extensions, SIP trunk connections, and web conferencing for up to 25 participants. However, advanced features such as call recording and CRM integration are not included. There's no time limit, making it suitable for ongoing use.
Link to free trial
https://www.3cx.com/phone-system/download-phone-system

Service documents

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.