Simplecall Business Ltd

Intelligent Cloud Telephony Inbound Service

Resilient Number Manager Platform delivers a wealth of call features including routing, queuing, recording, hunt group, multi-level IVR and blacklisting/whitelisting. Great for disaster recovery scenarios, capturing insights and analytics to help continually enhance and perfect inbound calling experience.

Features

  • Advanced reporting with online live call statistics/ information
  • Compatible with all major telephone systems
  • Highly scalable to keep up with any business changes
  • Advanced intellegent routing, customise how calls are routed
  • Outstanding customer service, UK based support
  • Never miss a call with active failover
  • Provide callers menu options for call routing using IVR
  • Call recording for audit trails and compliance purposes

Benefits

  • Immediate set up, change routing and call plans immediately
  • Choose a number that fits business requirements
  • Keep exsisting numbers that are business critical
  • Detailed inbound call information that will help with business decisions
  • Improved resilience with cloud based disaster recovery and automatic failover
  • Improved productivity with calls being efficiently distributed
  • Easy to use intuitive interface with flexible access.
  • No capital outlay making Inbound services affordable and accessable

Pricing

£5.00 per licence per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

472946625502433

Simplecall Business Ltd

Shams Khan

0203 540 6306

skhan@scb-global.com

Service scope

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 Resilient hosted telephony and UC services
Cloud based or hosted iPBXs
Hosted Session Border Controllers
SCB SMS, Email and Voice API solution
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints Numbers provisioned on the Inbound service can terminate to an International number or an 08 number not on the SCB network (at our discretion).

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

It is not possible to terminate video conference calls
System requirements
  • User must have internet connectivity
  • May need to port over exsisting numbers
  • SIP enabled existing phones

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The Account Management & Service Desk team is available from Monday to Friday 08:00 until 18:00, with on call cover outside of these hours. SCB' experienced UK-based Technical Support team has a target time for initial response of 30 minutes, for Critical and High priority issues; and one hour, for Medium and Low priority issues Customers that are on the 24x7 customer list will receive support outside of core business hours. We aim to resolve queries at first point of contact and will be responded to in line with the SLAs in the Customer Support Plan.
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 Our support levels are fully comprehensive providing a full SLA and escalation matrix upon contractual signing.

Our services provide a tiered system to provide this, standard service request and non standard request.

Each server is monitored and manged via KPI to ensure our SLA are achieved to provide atleast 99.99% service.

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

We provide Service Desk and Account Management Teams. Support engineers answer the phones at SCB's 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. Inclusive 24x7 support is for customers with monthly expenditure of £5,000 or more.

As a standard a Technical Account Manager is made available.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Once the service has been implemented we provide full training ranging from onsite training, online training and also user documentation. This training can be ongoing as required by the user. Also if there any new updates or features or benefits that arise during the contracted time full training will be given. A named Major Account Manager will also be assigned to your account to support you. The on site training is usually provided by the installers of the system.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Our secure customer portal is an online space giving customers complete visibility of the assets that we manage for them. Here, we offer a complete view of their estate, including telephone numbers (CLIs), the product related to that number and its geographical location. 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 only by an authorised personnel. Call recordings and CDRs are available for the customer to download until the service termination is complete and access is no longer available. All data is handled in line with GDPR compliance
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. All services are included within the contract with exception of any hardware that has been leased that the client will have to pay for in full if they wish to keep it. SCB will work with the client to ensure a smooth transition to a new supplier at the end of the contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile service only works on IOS and Android
API Yes
What users can and can't do using the API Protocol SCB Global's API works by sending and receiving either POST or GET requests via HTTP protocol. Authentication For authentication purposes an unique API key is used. API key, by default, is not set. You can set one in Site Settings -> API key. Minimum key size is 10 random characters. One can also generate random key in the interface itself. Both the API key and all other necessary arguments are sent as part of HTTP GET or HTTP POST request. Supported response formats Following response formats are supported by the API: Reponse formats json:JSON php:PHP (serialized).
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system and inbound call routing according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively. Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of all inbouund calls, even over multiple sites all over the world and on different devices

Scaling

Scaling
Independence of resources Each inbound customer's resource requirements are taken into account and sufficient network is allocated to each customer. The network is also managed during very busy periods to ensure that traffic is spread out

SCB carry out regular checks to monitor resource requirements and to forecast usage, so that we scale resource dynamically, depending on requirements. Additionally there is weekly planning review on capacity management adjustments.

Analytics

Analytics
Service usage metrics Yes
Metrics types SCB Global's Inbound number service provides a range of online inbound 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. The inbound number platform also provides real time reporting .SCB will support users in using the usage matrics to help make business decisions . Full training will be given so that the user can get the most out of the service matrics that are available .
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Our value add is peering with multiple Tier-1 operators

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach SCB Global makes it easy for users to export their data via their secure online portal: An Administrator can export for all their phone users, through the administrator portal – call recordings in audio file format; CDRs, in CSV format; and a list of the extensions involved in the solution – in CSV format. Individual users can view and individually download any of their individual call recordings – subject to permission being given by the Administrator. In Analytics, permitted users can generate reports of call activity, and export or email them in CSV format, for further analysis.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability Inbound number 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 Number Manager Endpoint : Core service: 99.99% & Non-Core Services: 99.50%

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 SCB's Switching infrastructure, transmission equipment and core network, the service that supports call routing and termination. (2) Non-Core functions include SCB's Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
Approach to resilience This is available on request
Outage reporting A public network status dashboard
Email alerts
Portal alerts
Text messages to opted in mobile numbers
Service desk verbal communication

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels 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

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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 As part of this, the Quality Manager ensures company-wide full awareness for information security – via annual campaigns, and induction training for all new starters. This ensure that all staff know about these principles, and what everyone needs to do to ensure continued compliance. Furthermore, we are Cyber Essential accredited to ensure information is thoroughly secure.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our Change Control Process covers changes made to the 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. Our Best practice guidance is aligned to ITIL (OGC), which recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’
Vulnerability management type Undisclosed
Vulnerability management approach A weekly internal review of all incidents is held to include all product groups. Whereby common factors and behaviors are identified, which may be causing incidents, analysis is conducted on the information provided, and where possible, the incidents are replicated internally on our test environment. Media capture traces are run to identify the problem, of which the results are then passed to product experts and support who are engaged to identify the problem and proceed with a plan to resolve and deploy a fix. We get information from vendor sources, industry RSS feeds & internet.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We would identify the potential compromise from our reports where we will see something unusual such as a spike in calls or unusual destinations being called. We will shut down and contact the user to clarify what the unusual activity is to prevent a further compromise. When we find a potential compromise, we respond through our thorough processes, for which we have regular training and drills. Our 24x7 Network Operations Centre (NOC) are trained to evaluate the data from our various tools, and they go through the steps listed in our incident response policies and procedures
Incident management type Supplier-defined controls
Incident management approach SCB Global 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 our 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 too.

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 Yes
Connected networks
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £5.00 per licence per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We can provide a free trial of the inbound services with a test number for 4 weeks. Customer pays for any forwarded calls during the trial period.

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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