OPTO4Teams - Direct Routing for Microsoft Teams
OPTO4Teams integrates with Microsoft Teams via direct routing /Operator Connect to provide a complete communications solution natively inside Microsoft Teams and hosted in Azure. Providing features such as calling, meetings, chat and data sharing, OPTO4Teams also offers advanced functionality including global calling, omni-channel contact centre and fraud protection.
Features
- 100+ enterprise telephony features
- Disaster Recovery & Fraud Protection
- Flexible CLI presentation
- Number Porting - retain existing numbers
- Multi-device support - Deskphone, Mobile, Softphone & Skype
- Call Recording
- Inclusive call minutes to UK Landline and Mobile
- Collaboration & Desktop Sharing, Hot-desking, Voicemail to email
- Call Centre Module - increased functionality for supervisor/agents
- Click-to-dial desktop integration with CRM packages
Benefits
- Improve business productivity with Collaboration tools
- Free calls between sites reducing your business costs
- Platform interop - Google, Office 365, Salesforce, SfB etc
- Guard against fraudulent calls
- More accessible with one number ringing devices simultaneously
- More professional approach to high volume customer calls centres
- Promote flexible working, seamlessly move between sites
- Provide Local or National presence regardless of locations
- Reduces costs and complexity, providing excellent value for money
- Rapidly conference with colleagues; data sharing/ file sharing
Pricing
£3.00 a user a month
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
9 5 7 8 0 0 2 2 7 9 2 1 5 1 7
Contact
SCB Global Ltd
Sales Team
Telephone: 0203 4350033
Email: sales@scb-global.com
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
-
SCB' International Numbering Service
SCB' Inbound Service
Cloud based or hosted iPBXs
Session Border Controllers - Cloud deployment model
-
- Public cloud
- Hybrid cloud
- Service constraints
- SCB OPTO4Teams comes with built-in Disaster Recovery and Business Continuity therefore, doesn't have any service constraints. Calls to 999 via OPTO4Teams may not be possible, where the customer loses total connectivity for example, owing to a power outage or the failure of all data access. In such circumstances the customer should use their PSTN line or mobile to make the emergency call.
- System requirements
-
- CAT5 data cabling Internet access
- For Softphone: A personal computer, MacBook or web browser-enabled device
- For Mobile: download the free app; iOS and Android only
- High Speed connection to the internet
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
The Account Management & Service Desk team is available from Monday to Friday 08:00 until 18:00, with on call cover outside of these hours.
SCB' experienced UK-based Technical Support team has a target time for initial response of 30 minutes, for Critical and High priority issues; and one hour, for Medium and Low priority issues
Customers that are on the 24x7 customer list will receive support outside of core business hours.
We aim to resolve queries at first point of contact and will be responded to in line with the SLAs in the Customer Support Plan. - User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
Our support levels are fully comprehensive providing a full SLA and escalation matrix upon contractual signing. Our services provide a tiered system to provide this, standard service request and non standard request. Each is monitored and managed via KPI to ensure our SLA are achieved to provide 99.99% service.
The following service levels apply with target resolution times:
Critical Fault - Loss of service. Multiple services affected - 4 Clock Hours,
High - Loss of service - single service - 8 Clock Hours,
Medium - Disrupted service - 3 Working Days,
Low - Single number destinations or Quality of Service - 7 working days.
We provide Service Desk and Account Management Teams. Support engineers answer the phones at SCB's Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.
Inclusive 24x7 support is provided for customers with monthly expenditure of £5,000 or more.
A Technical Account Manager is made available as standard. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- SCB Global typically undertakes a requirements gathering exercise in order to understand which OPTO4Teams components may be of value to each customer. Customised documentation will be prepared, based on the components to be deployed. On contract signing, services shall be provisioned, an Account Manager is assigned and your nominated service administrator shall receive instructions and credentials allowing you to access and use the services. However, our Project Services teams work together with you to help you start using our service. They work in parallel to provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently and to ensure a smooth transition to the service. These teams use PMI methodology in line with PRINCE2 principles. From contract signing until the transition to our Support teams, the Project Services team will help you through the onboarding process Project lifecycle process and governance is implemented from day one until closure Once the service has been implemented we provide full training ranging from onsite training, online training and also user documentation. This training can be ongoing as required by the user. This approach provides sustainability, and fast onboarding for new users
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
-
Our secure customer portal is an online space giving customers complete visibility of the assets that we manage for them. Here, we offer a complete view of their estate, including telephone numbers (CLIs), the product related to that number and its geographical location. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.
This information can be easily downloaded for extraction into excel only by an authorised personnel.
Call recordings and CDRs are available for the customer to download until the service termination is complete and access is no longer available. Clients data is handled in line with GDPR compliance. When a contract ends,users will be able to extract their data. All customer data is destroyed upon account termination and all internal confidential material is shredded or put in locked shredded boxes. If a customer requires data to be made available beyond the end of the contract then a request needs to be made and additional fees will apply - End-of-contract process
-
At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Through our online billing and reporting portal, customer can get their asset list, including numbers that can be ported away and details of the services they currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away.
All services are included within the contract with exception of any hardware that has been leased that the client will have to pay for in full if they wish to keep it.SCB will work closely with the client to ensure that any hand over to a new supplier goes as smoothly as possible.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Opera
- 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
- Mobile service only works on IOS and Android
- Service interface
- No
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- API
- Yes
- What users can and can't do using the API
- Protocol SCB Global's API works by sending and receiving either POST or GET requests via HTTP protocol. Authentication For authentication purposes an unique API key is used. SCB's OPTO4Teams has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can interoperate across all our pre-written APIs. These enable multiple functions, for integration, for example data workflows, UI enhancements and UI automation. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. The APIs can be set up via the OPTO4Teams portal, with an intuitive GUI interface which allows customers to self-manage the setup and change of integrations using our APIs.
- API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
- OPTO4Teams provides a framework for customers to design and build use case specific workflows.The service is highly customisable. Together we will build a solution for your specific needs.
Scaling
- Independence of resources
- OPTO4Teams platform is based on distributed architecture from ground up with high availability and geo-redundancy in mind - this enables us to monitor resource requirements and to forecast usage, so that we scale resource dynamically, depending on requirements. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets SCB standards which include load testing. Each customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.
Analytics
- Service usage metrics
- Yes
- Metrics types
- A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. . APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics (Live Wallboard, agent performance; queue status and performance) Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times
- Reporting types
-
- API access
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Our value add is peering with multiple Tier1 operators
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
- 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
- In-house
- 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
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
-
SCB Global makes it easy for users to export their data via their secure online portal:
An Administrator can export for all their phone users, through the administrator portal – call recordings in audio file format; CDRs, in CSV format; and a list of the extensions involved in the solution – in CSV format.
Individual users can view and individually download any of their individual call recordings – subject to permission being given by the Administrator.
In Analytics, permitted users can generate reports of call activity, and export or email them in CSV format, for further analysis. - Data export formats
- CSV
- 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
- OPTO4Teams has been designed from the ground up with high availability and geo-redundancy in mind. Should the Service be unavailable, customers may be due a Service Credit, calculated on a monthly basis, as a percentage of that month’s Service Fee. Scheduled and suitably notified maintenance windows, as defined within the Terms of Service document, will not be included in the availability calculation. Service Credits can only be used as a credit against future invoices. Availability Measurement Period: 1 Calendar month Target availability for OPTO4Contact: Core service: 99.99% Non-Core Services: 99.50% Not included: - Outages which are deemed by us to be the result of matters outside of its direct control - Planned or emergency maintenance works - User error Notes: (1) Core functions are defined as SCB's Switching infrastructure, transmission equipment and core network, the service that supports call routing and termination. (2) Non-Core functions include SCB's Support Systems, access to any relevant portals and feature based services such as Digital Channels, Wallboards, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
- Approach to resilience
- SCB Global OPTO4Teams platform is a multi-tenant, multi-site network infrastructure that delivers the entire telephony and application environment as a service. Located across multiple state of the art data centres in the UK, customers benefit from never being hosted on a single site. Every customer consumes service from at least two datacentres simultaneously. The Teams platform's architecture has multiple levels of inter & intra redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows. We achieve the highest levels of resilience by operating: • A True Cloud network service with all customers active on at least 2 POPs simultaneously; • POPs replicated at speeds of 0.1 seconds – data on any one POP is replicated almost instantly to all other POPs; • All POPs operate to a 5 x 9 service level; • All POPs monitored 24 hours a day, 365 days a year.
- Outage reporting
- SCB Global network operations centre (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. The engineers continuously monitor countless systems, metrics, and alarms. Service Outage reports are notified via: -Email alerts -Portal alerts -Text messages to opted in customer mobile numbers -Service desk verbal communication -Public Dashboard
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
- Access restriction testing frequency
- At least once a year
- Management access authentication
- 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
- Quality’s Veritas
- ISO/IEC 27001 accreditation date
- 23.11.2023
- What the ISO/IEC 27001 doesn’t cover
- N/A
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- 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
- Other
- Other security governance standards
- Available on request.
- Information security policies and processes
-
As part of this, the Quality Manager ensures company-wide full awareness for information security – via annual campaigns, and induction training for new starters. This ensure that all staff know about these principles, and what everyone needs to do to ensure continued compliance.
Furthermore, we are Cyber Essential accredited to ensure information is thoroughly secure.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Our Change Control Process covers changes made to the operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.
Change Management ensures changes to core infrastructure and services are performed and implemented correctly.
Our Best practice guidance is aligned to ITIL (OGC), which recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’ - Vulnerability management type
- Undisclosed
- Vulnerability management approach
-
A weekly internal review of all incidents is held to include all product groups. Whereby common factors and behaviors are identified, which may be causing incidents, analysis is conducted on the information provided, and where possible, the incidents are replicated internally on our test environment.
Media capture traces are run to identify the problem, of which the results are then passed to product experts and support who are engaged to identify the problem and proceed with a plan to resolve and deploy a fix.
We get information from vendor sources, industry RSS feeds & internet. - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
We would identify the potential compromise from our reports where we will see something unusual such as a spike in calls or unusual destinations being called. We will shut down and contact the user to clarify what the unusual activity is to prevent a further compromise.
When we find a potential compromise, we respond through our thorough processes, for which we have regular training and drills. Our 24x7 Network Operations Centre (NOC) are trained to evaluate the data from our various tools, and they go through the steps listed in our incident response policies and procedures. - Incident management type
- Supplier-defined controls
- Incident management approach
- SCB Global have an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by our Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
-
- Public Services Network (PSN)
- Joint Academic Network (JANET)
Social Value
- Social Value
-
Social Value
Equal opportunityEqual opportunity
Equal opportunity
SCB Global is committed to deliverying social value by promoting equal opportunity in the workplace and beyond. SCB Global champions equal opportunity in all aspects of business operations and firmly believes that fostering diversity and inclusion is not only the right thing to do but also is crucial for sustainability and success in a rapidly changing global landscape . From recruitment and hiring practices to employee development and community engagement SCB Global strives to create an inclusive and diverse enviroment that SCB Global are very proud of . This all starts from the recruitment and hiring process where SCB actively seeks out a diverse range of candidates from different backgrounds , experiences and perspectives . Once onboard SCB invests in our employees development and growth fostering a culture of continous learning and career advancement . SCB also ensures that any suppliers align with the same social values and activley promotes supplier diversity. SCB also encourage in voleentering initiatives encouraging employees to contibute thier time and skills to the betterment of society. This helps to strengthen the team and drive innovation with a positive impact on society aswell. SCB Global will be only to happy to provide more examples examples and to go through our social values policies and look forward to working with companies that share the same values and to work together to make an impact
Pricing
- Price
- £3.00 a user a month
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
-
FREE Trial includes:
1xSIP Channel
1xuser licence with all enterprise features
1x UK DDI
Valid for 30-day trial period
*Customer pays for any calls they make*