Glemnet Ltd

Hosted Cloud Telephony

A Cloud based IPPBX (VoIP) and Hosted Telephony platform used for 2-250,000 extensions across multiple sites and and multiple devices.

Features

  • Call Centre working with GiNiEX hosted (VoIP) telephony
  • Skype for Business included with GiNiEX hosted telephony solution
  • Voicemail-email use with GiNiEX hosted telephony
  • Softphones for your hosted telephony solution
  • CTI
  • E-Fax
  • Mobile phone integration with hosted telephony
  • Hosted telephony Call recording
  • Hosted telephony Call logging
  • IVR

Benefits

  • Multiple device licence so you will never miss a call
  • Integration with Skype for Business for unified communications
  • Mobile app for use when on the move
  • Call recording for training and compliance purposes
  • Build voice menu trees using advanced IVR and voicemail
  • Simple user portal for basic changes
  • Management of the solution via an admin portal
  • Supports a variety of IP handsets from various manufacturers
  • Comprehensive Call logging
  • Full suite of Call Centre solutions

Pricing

£4.00 to £16 per unit per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

3 2 7 2 6 7 6 4 9 8 2 1 5 8 3

Contact

Glemnet Ltd

Karl Knight

0208 639 0230

kknight@glemnet.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
Microsoft Lync and Skype for Business
Cloud deployment model
Public cloud
Service constraints
Occasional planned maintenance which is scheduled for out of hours.
System requirements
Requires an Internet connection

User support

Email or online ticketing support
Email or online ticketing
Support response times
Monday - Friday: 9am - 5pm
Saturday & Sunday: 9am - 5pm
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Standard- Mon-Fri 9-5pm
Prompt- Mon -Sat 9-5 pm
Total- 24 x7
Support available to third parties
No

Onboarding and offboarding

Getting started
All customers are provided with onsite engineering and training. Each telephone is accompanied by a simple user guide.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Customer will serve notice and the gaining provider will take over the telephone numbers
End-of-contract process
The customers services can pass to a new provider or the customer can enter into a new contract with Glemnet

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The service is accessed via an app on the phone and works in the same way as a normal phone linking contacts accordingly
Service interface
Yes
Description of service interface
Dedicated customer portal allowing customers to make any necessary changes.
Accessibility standards
None or don’t know
Description of accessibility
Users can:

Block numbers
Change ring tones
Change messages
Add seats
Divert numbers

Users cannot:

Cancel a seat
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
Integration of Contact and CRM systems using the CLI presented
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Customers can customise all aspects of the telephony programming from hunt groups to IVR's / auto attendants and individual extension programming. This can all be done on a per user basis or an admin basis.

Scaling

Independence of resources
The platform is scalable with sufficient capacity to support surges in traffic volume.

Analytics

Service usage metrics
Yes
Metrics types
Monthly bills and CDR
Reporting types
Regular reports

Resellers

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

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Not applicable
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
Security is as important to us as it is to you, so we offer an encryption option for telephony made from within the local system (if your user devices support encryption). This way, your calls over the public Internet are almost eavesdropping-proof.
Data protection within supplier network
Other
Other protection within supplier network
Security is as important to us as it is to you, so we offer an encryption option for telephony made from within the local system (if your user devices support encryption). This way, your calls over the public Internet are almost eavesdropping-proof.

Availability and resilience

Guaranteed availability
SLA available on request
Approach to resilience
Available on request
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Available on request
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
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
British Assessment Bureau
ISO/IEC 27001 accreditation date
14/03/2019
What the ISO/IEC 27001 doesn’t cover
No exclusions
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
TuV
Information security policies and processes
Available on request

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Available on request
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available on request
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Available on request
Incident management type
Supplier-defined controls
Incident management approach
Available on request

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£4.00 to £16 per unit per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
A 30 day trial of a fully featured seat including a deskphone, softphone, and mobile app

Service documents

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