Commsworld Ltd.

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

Service documents

G-Cloud 11


Commsworld Ltd.

John McDermott

0330 121 0000

Service scope

Service scope
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.
System requirements
  • POE Network Switches
  • Appropriate Network and Internet connectivity
  • A desktop PC operating system licence
  • A Mobile device operating platform

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels 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

Onboarding and offboarding
Getting started 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:

User Testing.
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.
Service documentation Yes
Documentation formats PDF
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

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
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
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.
Service interface Yes
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
RSS feed

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.
Customisation available Yes
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
Metrics types 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.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


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

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

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
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

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
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 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

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
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
  • 2-factor authentication
  • Username or password

Audit information for users

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

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
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • ISO 27001

Security governance

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 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.10 Cryptography
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
A.18 Compliance

Operational security

Operational security
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

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)


Price £8 per instance per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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