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

Framework

G-Cloud 11

Service ID

8 7 9 3 1 6 8 6 3 5 8 4 6 1 7

Contact

Spectrum Telecoms Ltd

Sophia Wormall

08448563301

sophia.wormall@spectrum-coms.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
There is now a Softphone that can run on Mobile and pc and tablet. This is an extension to the primary service.
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • POE
  • Internet Connectivity

User support

Email or online ticketing support
Email or online ticketing
Support response times
Mon - Friday 0900-1700
Response Critical - 4hrs
Response Minor - 24hrs
Move, Add, Change - by negotiation
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
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

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

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
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Please refer to the service definition document for details.
Service interface
Yes
Description of service interface
The Application is supported by a self service protal, selected users can be allocated as Administrators to enable features, routing, voice recording, handset allocation and reporting.
Accessibility standards
None or don’t know
Description of accessibility
The CloudTalk service enables sip endpoints. There is a supporting portal that allows the customers internal administrators to manage the day to day admin tasks for the business. The admin can re-allocate handsets, numbers, users. They can report on usage, switch recording on/off. They can record and allocate greeting messages, create IVR's and work time scheduling. The customer can not allocate new handsets to the environment, this must be performed through Spectrum.
Accessibility testing
Awaiting a reply from the supplier.
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

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

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

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 clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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 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 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

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

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

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

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

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

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

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

Public sector networks

Connection to public sector networks
No

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.

Service documents

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