Spectrum Telecoms Ltd

CloudTalk - Cloud Telephony

CloudTalk is a cloud based, flexible, reliable, affordable Unified Communications service. Packages can include inbound voice services, IP handsets, resilient SIP connectivity, remote endpoint provisioning and management, planning, installation, training and support. Our service wrap includes security, integration and migration services for legacy pbx and Skype deployments with Sonus SBC.

Features

  • Call waiting, transfer and park
  • Company Address book (active directory sync)
  • Call centre option / Real time reporting / wallboards
  • Time based routing
  • Hot desking
  • Softphone options
  • Mobile integration
  • Voice to email and fax to email,
  • IVR, call queueing, call recording
  • CRM integration

Benefits

  • Zero touch provisioning
  • Resilient delivery options
  • Asset management and tracking
  • Mobility and remote working
  • Automatic update releases
  • Simple web management
  • Improved productivity
  • Achieve PCI compliance
  • Support 24/7
  • Compatible with Polycom, Yealink, Cisco, Jabra, Bria etc.

Pricing

£3.95 to £6.95 per licence per month

  • Free trial available

Service documents

G-Cloud 10

377174762939122

Spectrum Telecoms Ltd

Sophia Wormall

08448563301

sophia.wormall@spectrum-coms.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None
System requirements
  • POE
  • Internet Connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Please refer to the service definition document for details.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Please refer to the service definition document for details.
Web chat accessibility testing Please refer to the service definition document for details.
Onsite support Onsite support
Support levels 24/7 for platform availability and 8:30 to 18:00 Monday to Friday for general support
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We can provide a mixture of onsite training, WebEx and telephony support, including manufacturers support where required.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Exporting Contacts
You can export your address book in 3 different formats.
Exporting Call Recordings
Select individual or bulk and download in mp3 format.
End-of-contract process A minimum notice period of 30 days applies outside of the contract term.
CloudTalk licences are non-transferrable.
All requests for termination of service should be directed to your Account Manager in writing.

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 Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Please refer to the service definition document for details.
Accessibility standards None or don’t know
Description of accessibility Please refer to the service definition document for details.
Accessibility testing Please refer to the service definition document for details.
API Yes
What users can and can't do using the API Please refer to the service definition document for details.
API documentation No
API sandbox or test environment No
Customisation available Yes
Description of customisation Please refer to the service definition document for details.

Scaling

Scaling
Independence of resources Our physical infrastructure is based in multiple geographic locations and we have multiple levels of
resilience should we see components fail. This allows for 100% resource availability in a fail over scenario.
As part of requirements gathering and solution design we will take into account other traffic on the network and the type of data link deployed.

Analytics

Analytics
Service usage metrics Yes
Metrics types Please refer to the service definition document for details.
Reporting types Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Please refer to the service definition document for details.

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 Supplier-defined controls
Penetration testing frequency Never
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach Other encryption
Secure containers, racks or cages
Physical access control
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Exporting Contacts
You can export your address book in 3 different formats.
Exporting Call Recordings
Select individual or bulk and download in mp3 format.
Data export formats
  • CSV
  • Other
Other data export formats
  • MP3
  • Excel
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats WAV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks Where required - routers & firewalls enabled for voice traffic only, specific IP addresses only.
Data protection within supplier network Other
Other protection within supplier network Other encryption
Secure containers, racks or cages
Physical access control

Availability and resilience

Availability and resilience
Guaranteed availability Overall CloudTalk platform availability uptime target 99.99%.
The CloudTalk service is fully supported by us and will cover all aspects of installation, testing, fault diagnostics and support, application support and billing.
Onsite maintenance of infrastructure at the end users site is the customer’s responsibility and they should ensure that the service is unaffected if work is being undertaken.
We will make every endeavour to meet the targets outlined in Appendix 1 in Service Definition Doc.
Approach to resilience 1. All data centres always carry live traffic and are fully operational
2. Customers are evenly distributed between data centres
3. Each datacentre uses the native IP ranges of the datacentre provider
4. Each datacentre is fully resilient in its own right
5. 3 current active data centres
6. Each datacentre has the capacity to handle significantly more traffic than the normal steady state
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management portal requires a unique user defined password and login.
Access restriction testing frequency Never
Management access authentication Username or password

Audit information for users

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Please refer to the service definition document for details.
Information security policies and processes As a company we recognise the need for securing personnel, assets and information and we have a dedicated team of specialists who implement and maintain an information security management system that covers all aspects of security best practice and enables information owners to meet their security obligations.We are committed to preserving the confidentiality, integrity and availability of all data held within the organisation, or by external parties on our behalf. It is our aim to promote a security culture where information risk is a consideration in everything we do. All Spectrum Telecoms information, applications and systems will be managed according to the business impact that would be suffered through a breach of confidentiality, integrity or availability. Systems and applications supporting critical or sensitive business operations must be housed in appropriately secure areas and must be physically protected from identified threats and environmental hazards.There are certain licensing, legal, regulatory and contractual obligations that we must meet. These include but are not limited to the Data Protection Act 1998, the Payment Card Industry Data Security Standards and Sarbanes Oxley1.We aim to ensure that all information security activities, including risk management and control, are designed and carried out with alignment to ISO/IEC 27001:20052

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Spectrum operate an internal change management process, backed by documented SLA's, all changes are driven via the CRM. Any system changes are logged with the Supplier and follow their defined controls.
Vulnerability management type Supplier-defined controls
Vulnerability management approach All Customer raised changes are documented via the CRM system, an impact assessment is performed and the case is raised to the appropriate team member, depending on the change severity and complexity. A Change document is raised detailing the request, the required output, implementation plan, off-boarding plan, configurations changes, risk assessment, impact, dependencies, notifications and arrangements including third party planning.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Spectrum monitor all aspects of the deployed system environment on a scheduled basis. There are processes in place to ensure that any limits are correctly set, there are triggers in place to ensure the smooth increase of service limits should these be required. All changes will be documented and communicated via the account manager.
incident response follows the documents SLAs described in the Service Definition Appendix
Incident management type Undisclosed
Incident management approach Spectrum operate an SLA based incident reporting system. Customers can log issues, changes, concerns via the technicalservices@spectrum-coms.co.uk email address. Emergencies can be raised by calling the technical helpdesk directly. Out of hours support is available by request. A user will be asked to supply a number of details to allow further investigation. The ticket will be logged on the CRM system,

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £3.95 to £6.95 per licence per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Please refer to the service definition document for details.

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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