Foehn

Direct Routing for Microsoft Teams

Direct Routing is a simple and cost effective solution, allowing you to make and receive calls to external landlines and mobile phones from Microsoft Teams. Foehn’s Direct Routing for Teams allows you to connect to the public telephone networks saving you time and money when compared to Microsoft Calling Plans.

Features

  • Visual dial plan editor with drag and drop configuration
  • Administration dashboard with full Voxivo feature configuration options
  • Reporting and Analytics with real time and historical data records
  • Calling Plans covering 35+ countries with flexible offers
  • Fully voice enable Microsoft Teams
  • CRM integration with all the major CRM platform providers
  • Call recording either by universal rule or on demand recording
  • Mobile twinning allowing calls to ring on a users mobile
  • Call management features including ACD, IVR, hunt groups, call queues

Benefits

  • Quick and simple call flow configuration saving time and money
  • Simple administration portal which lower support and technical overheads
  • Easy access to data for improved MI and cost control
  • Cost effective and flexible call ingress and egress
  • Optimise your O365 RoI and remove legacy platforms
  • Deliver improved customer service and user experience through CRM integration
  • Manage compliance, training and conflict resolution with call recording
  • Maintain call control on the go with ring strategies
  • Interactive voice response, call forwarding, contact management and outbound dialling

Pricing

£2.40 a user a month

  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

9 0 6 4 4 2 1 4 6 2 6 5 7 0 7

Contact

Foehn Julian Barrow
Telephone: 02089407513
Email: julian.barrow@foehn.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
Direct Routing can be used as a standalone solution to power MS Teams or in conjunction Voxivo enabling more advanced PBX features or with the contact centre software products VoxivoCX and Genesys Cloud and Zendesk to provide back office telephony features.
Cloud deployment model
Public cloud
Service constraints
No
System requirements
  • Microsoft Office 365 E3 licenses plus Phone System
  • Microsoft Office 365 E5 licenses
  • Teams client installed
  • Internet connection

User support

Email or online ticketing support
Email or online ticketing
Support response times
Foehn have a 1 hour acknowledgement SLA on all email and online support tickets during normal business hours (8:30 to 18:00 Monday to Friday - excluding English public holidays) and an SLA of next business day + 1 hour outside normal business hours. Depending on the priority of the request, an SLA resolve time of 1 hour to 12 hours is in place. All tickets are logged and tracked through Foehn’s Zendesk ticketing platform.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Foehn have no special accessibility features in place for webchat. The webchat on www.foehn.co.uk doesn’t block any accessibility extensions that a user might have in place.
Web chat accessibility testing
Foehn have not carried out any testing.
Foehn simply use the functionality of our third party supplier, Zendesk.
Onsite support
Onsite support
Support levels
Foehn provide inclusive support for Voxivo through the Service Desk team who are responsible for Proactive Monitoring, Incident Management and Change Management.
Service levels are defined by the Priority level of the incident. A P1 incident is defined as affecting all users. A P2 incident is defined as affecting a group of users and a P3 is defined as an incident affecting one or a few users.
Service levels are also governed by whether the incident occurs during the standard working day (8:30 to 18:00 Monday to Friday - excluding English public holidays). We aim to acknowledge a ticket within one hour of receiving it. After acknowledgment, a ticket is assigned to an engineer who then has a resolve target time.
The vast majority of support tickets are resolved remotely. However, if an onsite visit is required to resolve an incident which cannot be resolved by Foehn engineers remotely, the visit is free of charge. If a site visit is requested by a buyer where not deemed necessary by Foehn, a call charge of £90 per hour is levied.
Foehn provide a Service Delivery Manager and an Account Manager to all Voxivo customers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
When a new user is set up with Direct Routing, Foehn will walk them through the onboarding process inlcding inbound and outbound dial planning and number porting. If a company is looking to use Voxivo4Teams, administrators are sent a welcome email with details of how to access their browser based portal including a unique username (email) and password. There is a guided help tour for all users when they first access the platform and this can be accessed at any time when you are within the Voxivo portal.
To support the guided help tour, all users have access to help guides, knowledge bases and how-to videos. Where additional training is requested by a buyer, Foehn deliver a series of training courses from end user training, administration training and train the trainer which are priced as per our SFIA rate card.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Video format through our YouTube channel
End-of-contract data extraction
Forms provide both a data export from the browser, or APIs are available for users to extract their data. Recordings will be available for a period at the end of the contract period to allow users time to retrieve(where Voxivo has been used to record calls)
End-of-contract process
The buyer is responsible for moving away from Foehn including all costs associated with sourcing a new provider and any porting charges if they are moving their telephone numbers from Foehn to a new provider. The buyer is also responsible for migrating any data they require from Voxivo and must assume cost liability for this.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Differences are limited to the features of the Microsoft teams App.
Service interface
Yes
Description of service interface
Teams Administration Portal for standard Direct Routing.

Voxivo is accessed through a web browser (https://www.voxivo.com) and depending on your access credentials (username and password) will determine whether you have access to the administration portal or a user portal.

The administration portal is where a system administrator can configure all aspects of Voxivo4Teams.
Accessibility standards
None or don’t know
Description of accessibility
Tested by Microsoft https://blogs.msdn.microsoft.com/accessibility/2017/02/20/supporting-enterprise-and-government-customers-with-accessibility-standards-conformance-testing-for-microsoft-products/
Accessibility testing
No testing has been completed.
API
Yes
What users can and can't do using the API
The API interface can be used to perform most functions, both administrative, maintenance, and user focused.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users are able to fully create and manage their own dial plans, purchase DDI numbers, provision extensions, manage users, twin with mobile devices, configure huntgroups, acd queues, time schedules, forwarding amongst other features. Voxivo4Teams is designed to be configured and customised by the users.
Microsoft Teams is administered through the Microsoft Admin Portal.

Scaling

Independence of resources
Foehn's Direct Routing platform and Voxivo4Teams is built to automatically scale to demand and uses an automated application deployment, scaling, and management system designed for this purpose. OSS systems constantly monitor the usage and capacity of the platform.

Analytics

Service usage metrics
Yes
Metrics types
CDR, Dashboards, Exported Reports, Custom Reports
Reporting types
  • API access
  • 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
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
No
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 export approach
Forms provide both a data export from the browser, or APIs are available for users to extract their data.
Data export formats
  • CSV
  • Other
Other data export formats
  • .mp3
  • JSON (API)
Data import formats
  • CSV
  • Other
Other data import formats
JSON (API)

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Foehn's Direct Routing and Voxivo4Teams is designed with a resilient architecture and therefore Foehn will use commercially reasonable best efforts to provide 100% uptime with the exception of occasional planned maintenance windows, unavailability caused by circumstances beyond our reasonable control, misconfiguration by the end user. SLA credit arrangements for availability are available upon request during contract negotiation.
Approach to resilience
Foehn's Direct Routing platform and Voxivo4Teams is hosted in an active / active configuration across two geographically separated UK data centres. The network connections at both data centres Foehn utilise two different network carriers and servers are hosted on virtual infrastructure to provide hardware level redundancy. This allows for the service to continue to function in the event of a site, network or hardware failure. Foehn monitor all aspects of the service to enable Foehn to be able to proactively respond to any failures that compromise that may compromise the resiliency.
Outage reporting
We inform our clients via e-mail as standard.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access to functionality is granted based on user privilege.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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 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
BSI Group
ISO/IEC 27001 accreditation date
02/09/2018
What the ISO/IEC 27001 doesn’t cover
The Scope of Foehn’s Information Security Management System covers all Foehn’s people, processes and technical systems supporting the provision of telecommunications and IT services, hosted and on premise telephony and cloud contact centre solutions.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Through Aeriandi, accredited by Clive Boconzaaier, QSA Cipher Seurity LLC
PCI DSS accreditation date
07/09/2018
What the PCI DSS doesn’t cover
Credit card payments that are not made via the telephone are not covered by Foehn's PCI services.
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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
Cyber Essentials
Information security policies and processes
ISO27001 : Regular monthly management review, bi-annual external audit, annual compliance review.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration and change management are managed by the policies defined within our ISO27001 accreditation. Change requests are logged and tracked in our operational jira system and each is subject to a risk and security impact assessment which determine the level of approval needed. The lifecycle of the change is tracked through the jira system. Changes are implemented in a dedicated staging environment before being deployed to the live environment.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Foehn subscribe to a number of external services to obtain information about potential threats; Industry bodies (ITSPA, Ofcom), Security forums (CNR by CiSP/NCSC), and Penetration testing (External, Network, Website). Potential new threats are logged as Incidents and an assessment of the threat is immediately performed based on a Risk Assessment Methodology and Operational IT Security defined within our ISO27001. High/Critical patches will be applied immediately. Patches to the system to remediate threats are subject to the change management process.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Foehn employ systems to identify and automatically block attempted compromises and unauthorised access , and to provide systems for audit logging. These include IDS, Two-Factor authentication, and Firewall Policy. When a compromise or attack is detected it alerts IT operational staff and either automated action or immediate manual intervention is taken to block the occurrence. Incidents are managed in accordance with the Incident Management Procedure.
Incident management type
Supplier-defined controls
Incident management approach
Foehns incident management process is defined as part of the ISO27001, which identifies procedures for reporting and handling incidents. Foehn operate a helpdesk for customer interaction regarding problems and incidents, and an operationalised ISMS system implemented in jira.

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
No

Pricing

Price
£2.40 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Direct Routing from Foehn and Voxivo4Teams is available on a 30 day trial basis. The full feature set is available to trial. Please contact sales@foehn.co.uk for full details

Service documents