Private Hosted Voice and Unified Communications solution
The Hosted Voice platform delivers strong capabilities in Voice, Mobility, Unified Messaging, Presence, Conferencing, Video and Collaboration. The platform is cost effective, scalable, inherently resilient, simple to use and fully managed.
- Scalable platform supporting the full range of Call features
- Advanced Unified Communications features including Messaging and Presence
- Fully featured Voicemail and Auto Attendant
- Mobility, Teleworker, Call Handoff, Click to Call and Hot Desking
- Audio, web, video conferencing and collaboration
- Users can log onto any Voice end point
- Unified Communication Client for Desktop or mobile device
- Dynamic Extension can be provided on up to eight devices
- The ability to move active calls onto another device
- Allows for secure, remote communications
- Ensure calls go the correct people securely
- Manage Voicemail and email from handset, Mobile or PC.
- Access and direct messages from any device or browser.
- Supports remote or travelling users to operate anywhere.
- Share documents and presentations through conferencing and video
- Access calls and voicemail from anywhere
- Easy access to all features available from any location
- Preprogramme variable settings for full flexibility of call options
- Seamless transfer of active calls between devices
- Fully protected and secure calls and voicemails
£8 per instance per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
0330 121 0000
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||If physical handsets are required these are to be procured as part of the project using the pricing options as in the Price List.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Fault responses are graded depending on impact and timing as follows.
Cat 1, response within 30 minutes, resolution 2 hours, 24x7, 365 days
Cat 2, response within 30 minutes, resolution 4 hours, 24x7, 365 days
Cat 3, response within 1 hour, resolution 24 hours, 9 to 5 Monday to Friday, excluding holidays
Cat 4, response within 2 hours, resolution 48 hours, 9 to 5 Monday to Friday, excluding holidays
General questions (non service affecting or fault related) are typically answered during the same business day. Non service affecting questions or requests for information are not processed during weekends/ bank holidays.
|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|
Contractual SLA’s in respect of Hosted Voice Maintenance:
Standard Level – effective between the hours of 09:00 to 17:00, Monday to Friday excluding Bank & Public Holidays
Enhanced Level – effective between the hours of 08:00 to 20:00, Monday to Saturday excluding Bank & Public Holidays
Total Level – effective 24/7
For Standard Service Contracts
Engineer call-outs between Monday and Friday 09:00 hrs to 17:00 hrs (excluding Bank Holidays)
For Enhanced Service Contracts
Engineer call-outs between Monday and Saturday 08:00 hrs to 20:00 hrs (excluding Bank Holidays)
For Total Service Contracts
Engineer call-outs 24x7x365 (excluding Public Holidays)
Other covered topics
Response times include an engineer call back within one hour for all major or critical outages
Access to telephone support for minor problems, including assistance with network provider faults (e.g. BT lines)
Parts and labour repairs for your Voice system
Priority response over non-contracted customers
Arrange temporary diversion of incoming lines to a customer specified emergency number whilst telephone outage is being rectified
Incidental programming changes to existing system – where access to the system is available remotely.
Support is delivered remotely in the first instance. On-site visits may be chargeable and the client will be advised at that point.
|Support available to third parties||Yes|
Onboarding and offboarding
The key installation and commissioning steps are:
That IPT calls can be made and received across the Buyer’s sites.
That users can receive inbound calls to their DDI.
That the Site’s main published numbers are presented correctly.
That sites can access the Emergency Services.
That the user can access all system features.
At each of these stages Commsworld will carry out a series of tests to ensure the platform is performing as expected.
Commsworld will then work with the Buyer on the migration plan. This involves moving a single site at a time, fully testing it and then bringing it live. At any stage there will also be a regression plan should the testing fail.
Commsworld's IPT Test Plan will include the following elements:
All handset locations captured.
All user profiles captured.
Confirm the main site numbers and DDIs are live.
Confirm any number porting.
With each IPT site migration Commsworld would obtain customer sign off that all applications and features are performing correctly and provide our customer acceptance certificate.
There are a range of training programmes available from basic users through to System Administrators.
|End-of-contract data extraction||
Commsworld will deliver to the Customer an Off-boarding Plan which sets out the proposed methodology for achieving an orderly transition of the services from or to the Customer and or its Replacement Supplier on the expiry or termination of the contract. Commsworld would expect any service transition to happen in a timely manner and we will fully support any migration of services.
Expected user data required would consist of, but not restricted to, names, DDI numbers, Hunt group and IVR settings.
|End-of-contract process||Assuming contractual terms are met, the Off-Boarding process will be offered and time frame for completion agreed. The off-boarding process will ensure smooth migration or closedown of service. Commsworld will work with Customer 3rd parties if required and will be priced per the SFIA.|
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||There are no feature or functionality differences and the Mobile application window is scaled to fit mobile device.|
|Description of service interface||
Midrange and Enterprise solutions allows full functionality through the web or desktop:
basic contact management
Click to Call
visual voice mail
Users can access their voice mail remotely through their existing e-mail clients.
unified messaging and text-to-speech e-mail reading allows users to manage voice mail, e-mail and faxes from a desk phone, mobile device or PC
improved customer service levels while Speech Auto Attendant offloads the company receptionist from routine calls
personal call routing options, such as Find Me/Follow Me and the ability to create schedules and caller ID filtering to control how and when calls reach them
|Accessibility standards||None or don’t know|
|Description of accessibility||Accessibility features are as supported by the web browser platform.|
|Accessibility testing||Commsworld have not carried out testing of web browser platforms with assistive technology users.|
|Description of customisation||
Class of Service, Class of Restriction and user functions such as presence, voice mail function, call routing, call behaviour based on calendar events and device selection can all be customised by the user.
System Administrators have access to native system management and administration through a single, web-based interface with no need to purchase additional management tools.
This Embedded System Manager monitors and reacts to problems and with multi-node management, it can be used to administer all the capabilities (Add, Edit, Delete User, consolidated alarms, backups, single sign-on, etc.) of up to 19 other platforms in the administration group.
It also provides administrators with the following capabilities:
• Alarm management and system backup for any Midrange and Enterprise platform in a group
• Full Microsoft Active Directory integration
• User provisioning with roles and templates
• Scheduled administration/provisioning tasks
• System data synchronisation
• Desktop alarm status via real-time scrolling banner
• Audit trails
|Independence of resources||Our Cloud platform is totally scalable to meet any growth demands. Each client's environment is ring fenced away from other users so there would no impact on demand.|
|Service usage metrics||Yes|
We offer access to our online portal where you can view a detailed breakdown of calls and associated charges.
Your company’s invoices are displayed along with a summary of the information contained within. The invoice is then broken down into further detail, as shown in the below image. The call charges and the service charges are shown separately. Both of these, as well as their respective amounts, are clickable fields. Call charges are broken down into categories and call types. The mobile calls would then be broken down by provider or, in the case of international calls, country.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Mitel and Open Source core Voice platforms in hosted environment|
|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||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||
|Data sanitisation process||No|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||Users cannot export data as this is a Managed Service. Other user information could be passed over a part of the offboarding process.|
|Data export formats||
|Data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
99.95% annual availability
For each failure to resolve Critical Faults (Cat1) within the target timescales, you will be able to claim Service Credits at the end of each billing period, as set out below
From 1 to 15 hours beyond target, rounded up to the next whole hour.
2.5% of monthly Charge for the affected Customer Premises per whole hour
More than 15 hours beyond target
50% of monthly Charge for the affected Customer Premises
|Approach to resilience||This information is available on request|
|Outage reporting||Systems are monitored and Engineers are alerted to faults 24x7. In addition, clients receive an email alerts. There isn't a public dashboard or API offering information regarding outages.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Management interfaces are only available within a private network.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||User-defined|
|Access to supplier activity audit information||You control when users can access audit information|
|How long supplier audit data is stored for||User-defined|
|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||QMS|
|ISO/IEC 27001 accreditation date||1/10/2018|
|What the ISO/IEC 27001 doesn’t cover||Nothing|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||Cyber Essentials|
|Information security policies and processes||
All process and policies are audited via an agreed schedule as per ISO27001 requirements. Audits on compliance against controls are monthly and reviewed by management team monthly or annually as per review schedule and cover governance of ISMS policy statements, control objectives, standards, ISMS scope and the Statement of Applicability.
Controls audited are as follows:
A.5 Information Security Policies
A.6 Organisation of information security
A.7 Human resources security
A.8 Asset management
A.9 Access control
A.11 Physical and environmental security
A.12 Operations security
A.13 Communications security
A.14 System acquisition, development and maintenance
A.15 Supplier relationships
A.16 Information security incident management
A.17 Information security aspects of business continuity management
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||ITIL based Change Control Process; authorised via CRB and tracked on company CRM|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Reviewed regularly by Senior System Admin and 3rd party specialist employed annually, Urgent patches can be assessed, tested and deployed within 8 hours.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Servers are monitored 24x7. Failures are alerted to standby engineers who will pick up faults within 30 minutes and begin working towards resolution. Target to resolve complete outage (Cat1 failure) is 2 hours.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
Commsworld have introduced an ITIL qualified, focussed and professional Customer Service & Support team. Our Customer service team is operational 24x7x365.
Customers wishing to report incidents can do so via Phone and Email.
Detailed Incident reports are available upon request. RFO's (Reason for outage) are supplied upon incident closure
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£8 per instance per month|
|Discount for educational organisations||No|
|Free trial available||No|