Service Description

Contacts by XPhone is a hybrid cloud software solution (on-premise & cloud components) that provides direct access to existing company contact data in Microsoft Teams. The product consists of a central directory server (on-premise) and the cloud software components installed in the Microsoft Teams client (Microsoft Teams App).

Contacts by XPhone is currently available as a user-based subscription license and can be installed by the customer both in the Teams desktop application and in the Teams Mobile Client and used in accordance with the EULA (multiple end devices per user possible).

Due to the possibility of non-availability of cloud products (see "Availability" below), the customer is recommended to provide appropriate and equivalent alternative communication channels that the customer can use if necessary.

Client

The customer installs a Microsoft Teams Client with an installed Contacts by XPhone app (Microsoft Store)

Server

Operating Systems

• Microsoft Windows Server 2022
• Microsoft Windows Server 2019
• Microsoft Windows Server 2016

Up to 1,000 users and 1 personal Outlook folder and 1 ODBC data source:

• 6 GB RAM
• 8 GB hard disk space
• 2 CPU cores

Additional power requirement for data sources and contacts:

•  2 GB RAM for each additional data source

1 GB hard disk space and 250 MB RAM for SQL Standard/Enterprise

• 30,000 contacts each in a simple ODBC contact database without relations
• 100,000 CRM contacts each (ODBC with few relations)
• 45,000 Outlook private contacts each
• 25,000 Outlook public contacts each
• 50,000 Active Directory contacts each

1 CPU core per additional 1,000 Contacts by XPhone user (from 1,000 users)

Notice: These are general recommendations. The actual requirement depends on many factors. Some other parameters are difficult to quantify (e.g. hard disk performance, network performance, telephony behavior, etc.), so the recommendations may have to be adjusted in practice.

Our service is currently offered exclusively as part of a test phase. The use is free of charge for the duration of this phase and ends automatically with the publication of the "General Availability" of "Contacts by XPhone" or on 31.03.2024 at the latest.

Interested customers or sales partners should contact thomas.schlebach@c4b.de.

User interface (interaction):

• List of recently opened contacts
• User-definable list of favorites
• Start Microsoft Teams Phone, chat, audio/video calls (1:1), e-mail from the contact details
• Telephony via telephony client (telephone system, third-party provider, Microsoft Teams Phone)
• Open the original contact directly from Contacts by XPhone in Microsoft Teams (e.g. Microsoft Dynamics)
• Runs on the MS Teams desktop + mobile client (localization: DE/EN/FR/IT)

Search functions:

• High Performance Index for fast data search
• Number index with multi-location capability
• Phone number proximity search for caller identification (central phone number instead of extension)
• Flexible parameter search
• Search results prioritized by data source

Caller Identification

• High-performance caller search/caller identification via powerful number index ¹
• Display of the caller name in the Microsoft Teams notification window, the conversation view and in the Microsoft Teams caller list ²

1 A Session Border Controller is required for caller identification, which enables administrative access and caller search via LDAP. Anynode and AudioCodes were tested.

2 Depending on the functionality implemented in Microsoft Teams to extract the name from the information provided in the "SIP Invite" command. The functionality implemented in Microsoft Teams can change at any time and change the available range of functions, so that a specific functionality in Microsoft Teams cannot be guaranteed.

Supported data sources

• ODBC/SQL
• CSV/TXT
• Microsoft 365 contacts in approved mailboxes
• Microsoft Outlook - public contacts ³
• Microsoft Outlook - private contacts ³
• HCL Notes ⁴
• Active Directory/LDAP
• Microsoft Dynamics
• DATEV pro ⁵
• Salesforce
• The German Telephone Directory/ETV Inside - The Swiss Telephone Directory
• Further data sources & industry solutions on request.

3 Requires server-side installed Outlook client with corresponding user rights
4 Requires Domino server and server-side Notes installed client with corresponding user rights
5 Requires server-side installed and licensed DATEV workstation with corresponding user rights (solution not multi-client capable)

Database Connection

• Number of data sources: 10
• Multiple assignment of data fields
• Aggregation of data fields
• Mapping wizard for simple source data linking
• Automatic standardization of phone numbers to various formats Phone number formats
• User-defined data fields
• Access to contact photos
• Access Authorizations
• Authentication of users via Microsoft Teams
• Access rights configurable per data source

Set up (installation & configuration):

1. Download the on-premise software component and install it
2. Connection of the desired data sources via drag & drop
3. Link to the customer's existing MS Teams tenant
4. Install the Contacts by XPhone Microsoft Teams APP (App Store) and assign the app to the Users

The Microsoft Teams app offers functions for contacting saved contacts via Teams, email or telephony. The following requirements apply:

• The email address saved for the contact must be able to be used by Microsoft Teams to establish a chat, audio or video connection. For external contacts, "Federation" or "External Access" must be permitted in the Microsoft Tenant Administration.
• When dialling via the public switched telephone network (PSTN), "Teams Telephony" must be set up and licensed (PSTN Calling e.g. via Direct Routing or Operator Connect)
• When dialling via a third-party UCC application, a client application that supports the "tel:" protocol handler must be installed (e.g. XPhone Connect Client)
• Opening the original mask in the respective business application from the contact detail view depends on whether the data source provides a URL that enables the contact mask to be opened. This is provided by default for the "Microsoft Dynamics CRM" application. The "Field link" function in the directory can be used to customize the generation of URL parameters for specific data sources.

C4B strives for an average availability of 98 percent per year. Excluded from this availability are (a) planned maintenance windows (6 x 2 hours per year between 10 p.m. and 6 a.m. CEST), provided that these are announced to the customer at least in text form at least 24 hours in advance; (b) non-availabilities that the customer has not reported and/or (c) non-availabilities due to other circumstances that are beyond the control and direct access of C4B

Service Times

Support is accepted and processed during the service times listed below. Support requests can be submitted by email or via the C4B support portal.

• Service times: Mondays to Fridays 08:30 - 17:00, except on public holidays in the state of Bavaria.
• Available languages: German, English
• Call acceptance via: Phone +49 89 840798-200
• Internet C4B Support Portal via https://support.c4b.de/hc/de/requests/new

The following information is required to process the ticket

• Microsoft 365 client ID of the customer
• In the combined operation case with XPhone Connect UCC: System ID (XID) (this can be found on the start page of the XPhone Connect Server administration interface)
• XPhone Server version
• Since when has the behavior occurred (was there an update etc. change of settings)?
• Has it ever worked before?
• How does the behavior manifest itself and where does it occur?
• Is the behavior only sporadic or can it be reproduced?
• Is only one user / one location affected or are all users affected?

Support services to fulfill the customer's warranty rights are free of charge for the customer, otherwise to be paid on a time and material basis at the prices agreed in the individual contract or, in the absence of an agreement, at C4B's current list prices.

The target response time of our support is usually 24 hours within the service times.

Alternatively, one of our service products can be purchased (expected from Q2 2024).

Contacts by XPhone is a hybrid solution comprising on-premises and cloud components. Data are processed exclusively on behalf of the respective company in its capacity as controller in accordance with Article 28 GDPR. 

Storage locations and system architecture 

The provision of contact data is carried out via the XPhone Connect Directory, which is installed and operated within the company’s IT infrastructure. No permanent storage of data from connected data sources (e.g. Microsoft Outlook, Microsoft Teams) takes place on servers of C4B Com For Business AG. 

Certain client-side data – such as favourites or most recently contacted persons – are stored exclusively locally in the user-specific storage of the Microsoft Teams app on the end device. C4B has no access to this. 

Cloud services and sub-processors 

For the technical provision of the service, C4B uses the following sub-processors: 

• Microsoft Azure (Microsoft Ireland Operations Ltd.) for the provision of the cloud infrastructure within the European Union (Microsoft EU Data Boundary). 
• CloudAMQP (84codes AB, Sweden) as a messaging service for communication between the product components. 

All communication processes between the XPhone Connect Directory and the cloud components are encrypted on a per-tenant basis. Contact data are not stored in the cloud service. 

Data processing and purposes of processing 

In the context of using Contacts by XPhone, the following data are processed, depending on the functionality used: 

• Access and usage data (e.g. Microsoft tenant ID) 
• Contact data (e.g. name, email address, telephone number) 
• Contact photos 
• Communication and connection data 

This processing serves, among other things, the following purposes: 

• Authentication: one-off registration via an administrative Microsoft Teams account to determine the Microsoft tenant ID. 
• Provision of the search function: searching the connected data sources on behalf of the controller. 
• Caller identification: display of the caller’s name in Microsoft Teams after matching against the connected sources. 

Data transfers outside the EEA 

Personal data are only transferred to third parties outside the European Economic Area on the basis of the applicable legal grounds: 

• Adequacy decisions within the meaning of Article 45 GDPR, for example for the United Kingdom, Canada or Israel. 
• EU-US Data Privacy Framework, provided that the US service provider is certified. 
• Standard Contractual Clauses (SCCs) pursuant to Article 46(2)(b) GDPR where neither an adequacy decision nor certification is in place. 

Many providers implement additional protective measures such as strong encryption or mandatory notifications in the event of requests for access from public authorities. 

Retention period 

Data processed in the context of a search query or when displaying results are processed only for the duration of the transport process that is technically required – at most until the end of the respective session. 

Beyond this, C4B stores the controller’s data only for as long as the contractual use of Contacts by XPhone continues, unless the controller issues deviating instructions.

Administrator

Access to the administrative interface of the XPhone Connect Directory is secured by an admin account plus password. As the administration application is a locally installed Windows login, remote desktop access is recommended and must be secured accordingly.

The security connection between the locally installed XPhone Connect Directory instance and the Contacts by XPhone app is established by the so-called "tenant registration". In this process, the administrator legitimizes himself from the XPhone Connect Directory interface with his Microsoft Teams administrator login. This links the directory instance with the Microsoft tenant of the Teams application.

The directory administrator also ensures that access to the business application data is authorized. This gives a data source access to a certain amount of contact data of a business application. Furthermore, the administrator can define which users/groups have access to the data of a data source (see XPhone Connect Directory product documentation).

It should be noted that some data access in the XPhone Connect Directory takes place via "full access authorizations" to the database. This means that the administrator of the directory is responsible for restricting the access rights for the individual users or user groups.

Users

The logical and security-related link between the local directory instance is specified by the administrator via the tenant registration (see previous point). The user of the Contacts by XPhone app legitimizes himself to the Microsoft Teams application and is thus identified as a valid user of the respective Microsoft tenant.