smartnumbers control

During office moves or disasters, cloud-based smartnumbers control service diverts incoming telephone calls automatically or at your command through a business portal. This provides a business continuity plan to protect against access denial, bad weather, terrorist attack or communications failure. The service is compatible with SIP, TDM & PSTN.


  • Smart Business Portal for day to day number management
  • Automatic failover when telephone network faults are detected
  • Pre-configured Dial Plans for both intended and unplanned events
  • Invocation of recovery plans from any telephone by authorised person
  • Authorised individuals can have personal override of Dial Plans
  • Management Information providing a range of standard reports
  • Disaster Recovery for voice communications network infrastructure
  • Disaster Recovery for voice communications for access denial to premises
  • Supporting voice network transformation
  • Provides flexible number management through self-service portal


  • Flexible number management for incoming calls through a business portal.
  • Improved cloud-based resilience, removing single points of failure
  • Full number control during technological network improvements
  • Supports business transformation allowing people to keep their number
  • Cost saving permitting local ISDN and SIP to be consolidated
  • Civil Contingency compliance support for voice communications
  • Cost saving through consolidation of over-provisioned voice communications capacity
  • Supports moving telephone numbers during an office move / relocation


£60.00 to £65 per unit per month

Service documents

G-Cloud 9



David Birch


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Customers that want to use existing telephone numbers will need to port the numbers to Resilient Plc. Resilient Plc manage this process as part of the on-boarding process.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Acknowledge a fault or question with a reference number - 30 minutes

Support questions are during normal business hours 8:30 - 5:30 Monday to Friday. High impact faults 24/7/365
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 No
Support levels Standard Service Desk: Monday to Friday 08:30 - 17:30 excluding English Bank holidays. Support requests received outside these hours are prioritised on the first working day after receipt.
• Out of Hours: This service is available for reporting faults that are impacting the delivery of calls to users.
The Out of Hours team are available 24 hours a day, 7 days a week, every day of the year, and can be contacted on a dedicated phone number in the event of emergencies.
Urgent incident - SLA fix time 4 hours
High impact incident - SLA fix time 5 hours
Medium impact incident - SLA fix time 8 hours
Low impact incident - SLA fix time 3 working days
All support is inclusive within the quarterly charge for the service.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started To correctly provision and bill new customers, the following Account information is required: • Account name • Account reference number • Account address including post code • Authorised contact name • Authorised contact email address • Authorised contact phone All new users will receive a "Welcome" email that contains the information needed to commence using the service. Users will have access to a web based "Help Centre" that covers all aspects of how to use the service. We also supply, during business hours, a support desk for the customer's authorised contact with both ticketed email support or, if necessary, the ability to talk to a support desk agent. Authorised contacts will also have access to the full Service Description from the Digital Marketplace
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Customers can contact support desk to extract their data.
End-of-contract process At least 30 days before the end of the contract the Authorised Contact informs the Support Desk if the Mobile Numbers are to be retained and rolled over to a new version of G-Cloud, ceased or ported to a new Communications Provider (CP). The timescale for porting is 28 working days. If the buyer is moving to a new CP then the new CP is responsible for the process of porting the numbers. The Support Desk will give full assistance in any port or in ceasing the service. There is no charge for porting the service to another communications provider

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The portal to manage the service is browser based and works across all devices and browsers
Accessibility standards None or don’t know
Description of accessibility .
Accessibility testing .
Customisation available Yes
Description of customisation This is a call routing service and calls can be routed via the portal to any location desired


Independence of resources Our solution design allows us to scale our application services horizontally by adding additional server instances. Services are monitored for performance and additional application servers are provisioned to ensure SLA is met for each of the services


Service usage metrics Yes
Metrics types Monthly reporting on service usage data
Reporting types
  • Regular reports
  • Reports on request


Supplier type Not a reseller

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 Never
Protecting data at rest Physical access control, complying with another standard
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 importing and exporting
Data export approach Customers can export the call routing information via the online portal. Customers can request their call records via contact the support desk
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Other
Other protection within supplier network Data within Resilient's infrastructure in not encrypted in transit. All data which leaves Resilient's network is encrypted

Availability and resilience

Availability and resilience
Guaranteed availability Our service SLA is 99.999% call routing availability.
Approach to resilience There are no single points of failure in Resilient's infrastructure. All services are hosted across 3 geographically resilient datacentres within the UK.
Outage reporting Email Alerts are sent to the authorised contacts for each customer

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Login/Password and VPN link.
Access restriction testing frequency Never
Management access authentication
  • Dedicated link (for example VPN)
  • 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 accreditations Yes
Any other security accreditations Audited IASME certification by August 2017.

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach We are working towards an audited IASME certification
Information security policies and processes We are following IASME control principles ;delivered through a set of internal information security policies and processes. The quality of these policies is managed through our ISO9001 quality managed system. The reporting structure is through the Head of Infrastructure and Security to VP Board Member Head of Operations.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The solution architecture and source code are version controlled using various version control systems. Changes to the solution undergo a formal peer review for functional and non functional aspects, which include safety and security of the system. Implementation of these changes on to the production platform undergoes a further formal review through the Change Approval Board. Both of the peer reviews are tracked using an auditable change management system
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have deployed the "Tenable - Security Centre" solution within our networks, which updates all potential vulnerabilities on a daily basis. We run weekly assessment against our estate (both infrastructure and applications) to report any potential threats. These reports then can trigger our defined patching process if required sooner than the scheduled patching process.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use a combination of "Checkpoint Next Generation Security applications (inc IDS)" throughout our networks (external and internal facing), these systems with our internal "Splunk" (application) report into our 'Network Operations Centre' who monitor and respond to any incidents based on our internal SLA's.
Incident management type Supplier-defined controls
Incident management approach We have an "Incident Process" which is based on the ITIL incident management process. All incidents are raised as ticket within our 3rd party support application and tracked and reported by our support desk.

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 No


Price £60.00 to £65 per unit per month
Discount for educational organisations No
Free trial available No


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Service definition document View uploaded document
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