CenturyLink Communications UK Limited

CenturyLink Voice Complete SIP and TDM Calls

Voice Complete is an Enterprise Grade IP Trunking solution which delivers PSTN access for TDM & IP telephony equipment.

Voice Complete utilises an interface/vendor agnostic platform , delivering a seamless set of cloud based features, BCDR capability, at no extra cost, delivered by a single commercial model.

Features

  • CCP Pooling - Dynamic call capacity across connected locations centres
  • Supports native PRI & SIP interfaces
  • Up to 6 inclusive call packages and optional minute buckets
  • Failover protection with customer specific call routing capability included
  • Automatic failover between SIP & TDM interfaces as standard
  • Cloud based mobility capability with real-time self-serve
  • On-line Portal providing Reports, Changes, Service Management and Billing
  • Vendor agnostic platform
  • Support for single invoice or location based invoicing
  • Number Porting - retain your existing numbers

Benefits

  • Reduce Total Cost of Ownership through CCP Pooling.
  • Resiliency that leverages network, telephone number and gateway options.
  • Can use IPVPN or Dedicated / public internet connectivity
  • Single supplier to obtain service consistency, reduce administration burden
  • Support for TDM PBXs without deploying gateways on Customer premises
  • Support for Geographic & Non-Geographic numbers including porting
  • Free Intra-Organisational (and many Public Sector) calling
  • Flexible capacity sizing supporting peaks in traffic

Pricing

£4 to £4 per unit per month

Service documents

G-Cloud 11

403570548928536

CenturyLink Communications UK Limited

Mike Thomas

0330 060 9328

mike.thomas@CenturyLink.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints If CCP Plan 'UK Fixed & Mobile' or Prepaid Minute Plan 'UK Fixed & Mobile' is selected then 99% of calls need to be made to UK 01, 02 and UK Mobile
System requirements Support Voice over IP G.711, G.729a

User support

User support
Email or online ticketing support Email or online ticketing
Support response times When a ticket is opened on the CenturyLInk Incident Management System diagnosis begins into the cause. Automated notification emails can also be set up and CenturyLInk will provide updates at key milestones during the incident within the service SLA until the incident is resolved and closed. Our Service Desk and Incident Management team are available 24x365 and can be accessed via our Customer portal or via telephone.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels CenturyLink offers a financially backed availability SLA. The Availability Service Level for this Service is 99.9% per month for CenturyLink Internet Service use and 99.99% for CenturyLink IP VPN use.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Yes, customers are assigned a Customer Care Manager (CCM)
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Telephone number inventory and CDRs may be downloaded from the customer portal
End-of-contract process Service auto renews unless cancelled

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards None or don’t know
Description of accessibility Accessibility is dependent on the features present in the web browser used to access the Service Interface
Accessibility testing None that CenturyLink are aware of
API No
Customisation available No

Scaling

Scaling
Independence of resources Change management policies are linked to capacity utilisation. The service is upgraded when capacity reaches 80%.

Analytics

Analytics
Service usage metrics Yes
Metrics types Individual SIP Trunk Group usage, Concurrent Call Path pool (across trunk groups) usage
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Not possible
Data export formats
  • CSV
  • Other
Other data export formats MS Excel
Data import formats Other
Other data import formats .msg

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The Availability Service Level for this Service is 99.9% per month for CenturyLink Internet Service use and 99.99% for CenturyLink IP VPN use.
Approach to resilience Resilient connection to customer premises provided by two geographically separate high availability SBCs with dual connections as standard
Outage reporting Internal testing/ usage

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Email address and password
Access restriction testing frequency At least every 6 months
Management access 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 At least 12 months
Access to supplier activity audit information Users have access to real-time 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

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 Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards SOC2
Information security policies and processes CenturyLink complies with the objectives of ISO27001 and operate an ISMS consistent with the principles of ISO27001:2013. CenturyLink manage its security policies and standards via a dedicated global compliance group with a risk management escalation path for risk acceptance up to the CenturyLink Chief Security Officier. The CenturyLink compliance group manage a range of standards and policies, including security policy, password, access control, event logging and physical standards amongst others, that contribute to the management of the CenturyLink ISMS. Policies and standards are policed for compliance in a number of ways including regular security awareness programs and training along with active monitoring of CenturyLink Products, Services and Corporate infrastructure.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach CenturyLink have a strict Change management control policy in line with our ISO20k certification.
The change process workflow can be summarised as follows:
• Change creation;
• Two Stage Change Approval (Quality / Technical);
• Identification of affected customers
• Customer notification.
• Implementation (generally between 00:00 and 06:00 Local time)
Vulnerability management type Supplier-defined controls
Vulnerability management approach Centurylink global security team receive threat information from a number of different sources including active monitoring of Centurylink’s products and services and infrastructure, along with regular vendor vulnerability updates and information provided by communities of interest. Centurylink operate a regular patching process and maintain a dedicated vulnerability management team for the purposes of managing, review, risk management, prioritisation, and resolving vulnerabilities across all products and services provided by Centurylink.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Centurylink operate an active protective monitoring process for it’s products, services and infrastructure which provides potential security event information and alerts to Centurylink’s multiple SOC environment for analysis. Centurylink’s SOC facilities are manned 24 x7x 365 providing as near as possible real-time response to security events with an escalation process to senior management as required.
Incident management type Supplier-defined controls
Incident management approach Centurylink operate an active protective monitoring process for it’s products, services and infrastructure which provides potential security event information and alerts to Centurylink’s multiple SOC environment for analysis. Centurylink’s SOC facilities are manned 24 x7x 365 providing as near as possible real-time response to security events with an escalation process to senior management as required.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Pricing

Pricing
Price £4 to £4 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
Return to top ↑