Gamma

Gamma's Resilient Cloud Inbound Service

Gamma's Inbound delivers ‘inbound’ calls from an advertised number of choice (01/02/03/08 - including existing numbers) forwarded to a destination telephone number of choice, regardless of location or device. The platform offers multiple cloud call control features managed through web or app interfaces including; call-queuing and auto attendant / IVR.

Features

  • Automatic Failover based on event; NU tone, Busy, No Answer
  • Number Porting - retain existing numbers when moving
  • Pre-define 99 call plans per number to suit any scenario
  • Advanced Statistics for detailed Management Info
  • Compatible with all major telephone systems
  • New numbers for Local (01,02) or National (03,08) presence
  • Web Portal allows real time changes to inbound call plans
  • Use Call Recording for audit trails, compliance or training purposes
  • Call Distribution based on time/date/incoming Callers' Number
  • Secure, hierarchical access to web portal or App for changes

Benefits

  • Change your inbound call plans and routing immediately
  • Keep numbers important to your business regardless of relocation
  • Protect from on-site failures with network divert on number basis
  • Improve service, agents personalise greetings to multiple call groups
  • Detailed inbound call information to make business decisions
  • Improve your existing PBX with cloud based call control
  • Improved resilience across the estate with cloud based DR
  • Develop training more quickly, record critical conversations
  • Grow productivity by ensuring calls are efficiently distributed
  • Reduce administration of pre-configured call-plans

Pricing

£1.00 per unit per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

4 3 9 6 6 2 9 2 8 4 0 3 1 5 9

Contact

Gamma

Sam Winterbottom

0333 014 0555

gcloud@gamma.co.uk

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
Gamma's SIP Service
Cloud based or hosted iPBXs
Hosted Session Border Controllers
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Numbers provisioned on the Inbound service can terminate to an International number or an 08 number not on the Gamma network (at our discretion).

It is not possible to terminate an Inbound number to another inbound number.

Numbers likely but not guaranteed to work in conjunction with the following;
international destinations, roaming (international) mobiles, destinations attached to legacy fax or data.

It is not possible to terminate video conference calls
System requirements
  • May need to port existing numbers to Gamma
  • The user must have internet connectivity to access the service
  • Minimum Internet Explorer Version 7 browser.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support response times:
Gamma's Service Desk is 24x7 and any emails or online tickets are handled as per the below SLA. General Questions are classified as a severity 4 and have an update SLA of 48 hours. However, other severity classifications have a response time as per below: Severity 0 -30 min Severity 1 -120 min Severity 2 -4 hours Severity 3 -12 hours
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
Gamma provides one level of support for all Inbound customers 24x7x365 - included free of charge as part of the service charge. The following service levels apply with target resolution times:

Critical Fault - Loss of service. Multiple services affected - 4 Clock Hours
High - Loss of service - single service - 8 Clock Hours
Medium - Disrupted service - 3 Working Days
Low - Single number destinations or Quality of Service - 7 working days

Service availability target for our Inbound is 99.99% for core service and the portal.

We provide Service Desk and Account Management Teams. Support engineers answer the phones in the Gamma Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The service has been designed to be intuitive and easy to use. We supply a customer support manual for all contact points and escalations. We provide comprehensive admin and user training for the web portal and App. This is offered via our tutorial videos, onsite training (additional cost), webinar online training, user documentation and a full extensive help section on the web portal.
We also provide online and webinar training for our web-based billing and reporting tool.
A named Major Account Manager and Customer Development Manager will also be assigned to your account to support you and a project manager where required.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • .mpg
  • .doc
End-of-contract data extraction
Our Customer Portal is a secure online space giving customers complete visibility of the assets that we manage for them. We offer a complete view of their estate, including Inbound numbers, the product related to that number and its geographical location. The Inbound portal provides them with access to the schematic of their call plans and these can be easily copied for future use. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.
This information can be easily downloaded for extraction into excel.
End-of-contract process
At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Through our online billing and reporting portal, customer can get their asset list, including numbers that can be ported away and details of the services they currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away. The Inbound web portal provides the customer with graphical schematics of each individual call routing.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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
We have a bolt on App (see pricing sheet) that can be added as an option to Inbound. Upon successful download from the relevant app store, the user is able to log in to access a subset of Inbound Functionality as available at: www.myinbound.com. The user has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions.
Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke
pre-configured call plan. Key reporting statistics are also available including Performance graphs and call history.
Service interface
Yes
Description of service interface
Gamma’s Inbound platform provides customers with advanced call routing options and access to change their Inbound call routing via a secure website: www.myinbound.com. In addition Inbound can be accessed via an App. A full list of configurable features can be provided on request.
Accessibility standards
None or don’t know
Description of accessibility
Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
Accessibility testing
None
API
No
Customisation available
Yes
Description of customisation
Inbound call control is achieved through a web based customer portal using www.myinbound.com. Customer administrators can manage a feature-rich, centralised inbound call management service via an easy-to-use web portal and App. The following are customisable:
Call Queuing Day
Time of Day Routing
Hunt Group
Voice Mail
Date Routing
Increased resilience
Announcement
Auto attendant
Set user access individually
Divert (on busy, on no reply, on failure)
Access to full call statistics
Advanced Statistics
Whether existing customer Inbound numbers are ported from other services. Determined by administrators.
Whether new Inbound numbers are required for the service. These can be added by administrators of the service.

Scaling

Independence of resources
We undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage our customer's requirements. Additionally there is weekly planning review on capacity management adjustments.
Each Inbound customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

Service usage metrics
Yes
Metrics types
Gamma Inbound service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package, extensively described in the service definition.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
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
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CVS format.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats
Excel

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Inbound service availability is calculated as:
Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period
Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.
Availability Measurement Period: 1 Calendar month
Target availability for SIP Trunk Endpoint Resilient Build:
Core service: 99.99%
Inbound web portal: 99.91%
Not included:
- Outages which are deemed by us to be the result of matters outside of its direct control
- Planned or emergency maintenance works
- User error
Notes:
(1) Core functions are defined as Gamma Switching infrastructure, transmission equipment and
core network, the service that supports call routing and termination.
(2) Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
(3) A Resilient build SIP Trunking means a Gamma approved
configuration such as dual Session Border Controllers offering geographic diversity.
Approach to resilience
We hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
Outage reporting
A public network status dashboard
Email alerts
Portal alerts
Text messages to opted in customer mobile numbers
Service desk verbal communication

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Relevant only to Inbound services. Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get 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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register Quality Assurance Ltd
ISO/IEC 27001 accreditation date
29 April 2016
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • NICC ND 1643
  • Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Gamma have deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013. It is supported by numerous policies and processes including but not limited to the following:

Information Security Policy
Information Security Incident Policy
Acceptable use policy
Access Control Procedure
Backup Plan
Business Continuity Plan
Confidential Data Policy
Data Protection Policy

The Reporting structure is from employees or customers to the Information Security Manager to the Information security Forum which is attended by several Directors and heads of departments. The Information Security Forum meets monthly to review all security incidents and events and corrective actions are agreed and tracked at this forum.

To raise awareness Gamma use a computer based training platform for Security Awareness which is repeated annually. Line Managers have a responsibility to ensure their staff are aware of and follow these policies.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.
Change Management ensures changes to core infrastructure and services are performed and implemented correctly.
Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.
A risk and impact assessment is carried out for each change this involves detailing the assets under change.
The Change Advisory Board (CAB) has a representative from each impacted business area.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;
Each patch is assessed and deployed accordingly:
High - Urgently.
Medium - ASAP.
Low - as time permits.
Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Gamma utilise GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Gamma have an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

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

Connection to public sector networks
Yes
Connected networks
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

Price
£1.00 per unit per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We can provide free standard Inbound rental on a test number for a maximum period of 3 months. Customer pays for forwarded calls as part of any call plan they set up.

Service documents

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