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
- Education pricing available
- Free trial available
Service documents
Request an accessible format
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
- 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
- Command line interface
- No
Scaling
- Scaling available
- Yes
- Scaling type
- Automatic
- Independence of resources
- Hosted on cloud scalable solution.
- Usage notifications
- Yes
- Usage reporting
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