SCB' Resilient on-site and cloud based voice solution enable a full communications solution, drives productivity, offers full feature set of PBX telephony.
Collaboration features like web chat, video, email, IM, conference calls, data sharing, online meetings; call recording, customer analytics, internet fax.
Option for UK bundled minutes, per user/month.
- 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
- 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
£3.00 per licence
- Education pricing available
- Free trial available
Simplecall Business Ltd
0203 540 6306
|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||Hybrid cloud|
During a service outage, calls to 999 via VoIP trunks 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.
|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 availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Our support levels are fully comprehensive providing a full SLA and escalation matrix upon contractual signing. Our services provide a tired system to provide this, standard service request and non standard request. Each is monitored and manged 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 for customers with monthly expenditure of £5,000 or more.
As a standard a Technical Account Manager is made available.
|Support available to third parties||Yes|
Onboarding and offboarding
Once the service has been implemented we provide full training ranging form onsite training, online training and also user documentation. This training can be ongoing as required by the user. Also any new updates or features or benefits that arise during the contracted time full training will be given.
A named Major Account Manager will also be assigned to your account to support you. The on site training is usually provided by the installers of the system.
|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.
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.
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mobile service only works on IOS and Android|
|Accessibility standards||WCAG 2.0 AA or EN 301 549|
|Accessibility testing||We have not done any testing with users of assistive tech|
|What users can and can't do using the API||
SCB Global's API works by sending and receiving either POST or GET requests via HTTP protocol.
For authentication purposes an unique API key is used.
API key, by default, is not set. You can set one in Site Settings -> API key.
Minimum key size is 10 random characters. One can also generate random key in the interface itself.
Both the API key and all other necessary arguments are sent as part of HTTP GET or HTTP POST request.
Supported response formats
Following response formats are supported by the API: Reponse formats
|API documentation formats|
|API sandbox or test environment||No|
|Description of customisation||
The design of the SIP service can be configured and customised for various designs (Active / Standby, Loadshare, Resilient+, Enhanced). Customer confirms design option during project kick off and then built by SCB.
The number of concurrent call channels required (subject to minimum number) can be customised subject to sufficient data bandwidth being available.
There is an extensive list of customisable features and functions on the Hosted Service. The full list is included in the service definition.
The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.
Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of
an entire telephony environment, even over multiple sites.
|Independence of resources||
SCB Global's Hosted platform is based on distributed architecture - this enables us to monitor resource requirements and to forecast usage, so that we scale resource dynamically, depending on requirements.
Additionally there is weekly planning review on capacity management adjustments.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.
|Service usage metrics||Yes|
SCB Global's Hosted service provides a range of on line call reporting on a per number basis.
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. Detailed call analysis is available via the advanced statistics package.
Contact Centre: Live WallBoard, Supervisor – this comprises: agent performance; queue status and performance.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Gamma, BT Open Reach, COLT, Virgin, TTB,Bicom,3CX, & GTT|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|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||Managed by a third party|
|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|
|Data sanitisation process||Yes|
|Data sanitisation type||
|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 protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
SIP trunk service availability is calculated as:
Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period
Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.
Availability Measurement Period: 1 Calendar month
Target availability for SIP Trunk Endpoint Resilient Build:
Core service: 99.99%
Non-Core Services: 99.50%
- Outages which are deemed by us to be the result of matters outside of its direct control
- Planned or emergency maintenance works
- User error
(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 Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
|Approach to resilience||This is available on request.|
|Outage reporting||Our service will report any outage through email.|
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||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|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.
|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.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£3.00 per licence|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
FREE Trial includes:
1xuser licence with all enterprise features
1x UK DDI
Valid for 30-day trial period
*Customer pays for any call they make
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|