Smartnumbers mobile and mobile plus technical overview

smartnumbers mobile and smartnumbers mobile plus
Technical Overview
smartnumbers is a registered trademark of Resilient plc

smartnumbers mobile and smartnumbers mobile plus Technical Overview
1 Non-Disclosure Statement
The contents of this document are to remain confidential to Resilient plc and only be circulated to authorised
personnel in connection with this particular project and / or initiative. The contents may not be disclosed outside of
this remit, without the prior written permission of Resilient plc.
If you find any problems within the documentation, please report them to us in writing. Resilient plc does not
warrant this document to be error-free.
All documentation remains the intellectual property of Resilient plc.
®smartnumbers is a registered trademark of Resilient plc.
Copyright 2014 Page 2 of 10 Resilient plc

Table of Contents
1 Non-Disclosure Statement................................................................................................................................2
2 Overview...........................................................................................................................................................4
2.1 Features ...................................................................................................................................................4
3 Service Details..................................................................................................................................................5
3.1 Voice Transport & Call flow ......................................................................................................................5
3.2 SMS Transport & Call flow........................................................................................................................6
3.3 Authentication and Provisioning of Second Number on Mobile ................................................................6
3.4 Mobile Application Management and Delivery..........................................................................................6
3.5 Call recording ...........................................................................................................................................7
3.5.1 Commercial................................................................................................................................................................7
3.5.2 Compliant...................................................................................................................................................................7
3.5.3 Storage and Discovery of Compliant Call Recording Data ........................................................................................8
3.6 Security.....................................................................................................................................................9
3.6.1 smartnumbers Cloud..................................................................................................................................................9
3.6.2 The smartnumbers mobile app ..................................................................................................................................9
3.6.3 Network Communication............................................................................................................................................9
3.6.4 Information Assurance...............................................................................................................................................9
4 Glossary .........................................................................................................................................................10

2 Overview
smartnumbers is a carrier grade mobile service which enables two numbers on one mobile phone - a business
number on a corporate or personal mobile handset. The business number is a virtual mobile number hosted in the
smartnumbers carrier grade infrastructure allowing for corporate policies and functionality to be applied to all
voice and text communication to and from the business number.
The service is delivered via a mobile app without any change to the handset (iPhone and Android only), the SIM
or the subscriber’s existing mobile network. The business number can be provided as a second identity on the
mobile handset and the service is independent and agnostic of the underlying mobile network and SIM provider.
The independence of the business mobile service from the underlying phone and network provider works
particularly well for organisations who are enabling a dual persona experience for employees by enabling both the
personal and the business identity, for content and communication, on the same mobile phone.
2.1 Features
• GSM quality calls: A true GSM service, delivering mobile call quality and availability wherever there is a
mobile signal.
• Call Recording: Record calls and SMS to and from your business number for FCA compliance, dispute
resolution or business best practice.
• Dual persona: Manage communications to your separate business and personal identities on one mobile.
• Expense management: Ensure that the user is charged for personal calls, while business calls are
automatically charged to the company.
• Call redirection: Set different voicemail greetings for normal voicemail, when travelling and on holiday.
• SMS to email: Store text messages in the corporate email account.
• Multiple call greetings: Greetings can be recorded to inform callers when you are unavailable, travelling or
on holiday.
• Contacts: Access to the Contact Directory for making and receiving calls.

3 Service Details
The service is hosted on the smartnumbers mobile network infrastructure, here on called the smartnumbers
cloud, which is geographically resilient and has carrier grade C7/SS7 connectivity to the public switched
telephone network (PSTN) for transporting voice and SMS. The smartnumbers cloud also provides secure
internet based connectivity (HTTPS) to the smartnumbers mobile app to allow the users to control their mobile
service settings via the app.
3.1 Voice Transport & Call flow
smartnumbers uses GSM networks for transporting voice, rather than relying on VoIP. This ensures that the
quality of the call is the same as that expected of a mobile network and that all numbers on the mobile handset
are treated as equal, whereas a VoIP call would normally drop or pause when an incoming GSM call arrives. This
strategy ensures that the business call is not interrupted unexpectedly by another call.
Mobile Network
smartnumbers
Apply Business Identity
In Network Call Recording
Split Billing
Enforce Enterprise Policies
Voice (via GSM)
smartnumbers
Subscriber
Caller or Called
Party
Voice (via SS7)Voice (via SS7)
• The incoming call flow, for a business call, is as follows:
- Caller places a call to a smartnumbers subscriber
- The call is routed over the PSTN to the smartnumbers cloud infrastructure via the SS7 connectivity
- smartnumbers cloud applies call treatment and policies, based on subscriber and corporate preferences
- The call is then sent onto the user’s desired location – for example, a mobile handset, home, or office
fixed-line.
- If the user is routing to mobile, the call is passed to the mobile network and delivered to the user over
GSM
• The outbound call flow, for a business call, is as follows:
- smartnumbers subscriber opens the smartnumbers mobile app and dials a number or dials a contact
from the address book
- smartnumbers mobile app uses GSM and routes the call via the smartnumbers cloud infrastructure. The
mobile network routes the call to the smartnumbers cloud via the SS7 connectivity
- smartnumbers cloud applies call treatment and policies, based on subscriber and corporate preferences
- The call is then passed on to the called party via the smartnumbers SS7 based PSTN connectivity

3.2 SMS Transport & Call flow
As a mobile operator, smartnumbers cloud has direct connectivity to the SMS signalling network for sending and
receiving SMSs from other mobile networks.
Incoming business SMSs are delivered to the users by converting them to an email and delivering to the user’s
corporate email address. This ensures compliance, as all SMSs are recorded on the corporate email servers, as
well as ensuring that the business communication is kept separate from the user’s personal communication.
Outbound SMSs from the business numbers can be sent to any mobile number via the smartnumbers mobile app.
The app sends the SMS to the smartnumbers cloud via HTTPS which is then forwarded on to SMS signalling
network by the smartnumbers cloud. The SMS is delivered to the other party as a standard SMS on any mobile
handset.
3.3 Authentication and Provisioning of Second Number on Mobile
The smartnumbers mobile service provisions a second identity or phone number on to a user’s mobile phone by
effectively provisioning a virtual SIM or a software based SIM on to the handset.
Once provisioned and enabled on the smartnumbers cloud, the subscriber is able to download the smartnumbers
iOS or Android app and sign in by entering a username (corporate email address) and password. On sign in, the
virtual SIM is provisioned on the phone and held securely within the smartnumbers mobile app, effectively loading
a second phone number onto the handset.
For business calls, the virtual SIM and the associated phone number are used for all outgoing calls placed via the
smartnumbers mobile app and present the business number (identity) as the outbound Caller Line Identification
(CLI)
If the employee is using a personal mobile phone, the employee can place personal calls by dialling directly using
the mobile phone’s native dialler application. All incoming calls to the personal number route as before, and calls
to the business number route according to the employee preferences setup in the smartnumbers mobile app.
3.4 Mobile Application Management and Delivery
The smartnumbers mobile app is currently supported for Android and iOS phones. The app is available publicly
and can be directly downloaded via the respective app stores.
An enterprise might prefer using an EMM or MDM provider along with a private enterprise application store to
manage the application and delivery. smartnumbers is compatible currently with Good Technology and Resilient
plc is working in partnership with other MDM/EMM vendors (e.g. MobileIron, Airwatch) to enable customers to
manage delivery and use of the application in these environments.

3.5 Call recording
All calls to or from the provided smartnumbers route through the smartnumbers cloud infrastructure. The service
is ideally placed to provide in-network call recording for all incoming and outgoing business communications (calls
and SMS) on the smartnumbers provided mobile numbers.
smartnumbers has two call recording related offerings – commercial and compliant call recording.
3.5.1 Commercial
Commercial call recording is controlled by the individual subscriber using the app, and recordings are delivered to
the user’s corporate email address. Commercial call recordings are useful for dispute resolution, evidence or for
note taking.
The subscriber can decide to have commercial call recording always turned on, or can choose to enable it on a
call by call basis. Call recording can be enabled at any time during the call.
3.5.2 Compliant
If an organisation has enabled compliant call recording, all incoming and outgoing communication is recorded and
transferred to a central secure repository. The central secure repository is either the organisation’s compliant
email repository or a call recording system responsible for the storage, discovery and retrieval of call recordings.

3.5.3 Storage and Discovery of Compliant Call Recording Data
smartnumbers will record the call in-network and at the end of the call send the call recording through a secure
connection for compliant storage, discovery and retrieval of call recordings. A customer can choose to use a
hosted or on premise call recording system to provide compliant storage and discovery of recording.
Recordings
transferred using
forced TLS to ensure
security & reliablity
Corporate Email Server
In-Network Call
Recording
Calling Party
Called Party
Voice call
Voice call
Call Recording System
Email Server
Call Recording
System
Email Server
The secure repository can be one of the following:
• A restricted account on the customer’s compliant email server
This model is the simplest to implement as the smartnumbers service is set up with the restricted corporate email
account details (e.g. recordings@abc.corp) and TLS is enabled on the customer’s email server.
All calls will be recorded in-network and the smartnumbers cloud will transfer the recordings directly to the
customer’s email servers using secure email or forced TLS. The recording will be attached to the secure email as
a wav file and the metadata (like CLI, duration, name of user involved) will be imbedded in the subject and body
of the email.
• A hosted or on premise call recording system
smartnumbers has a secure and reliable TLS based interface to deliver call recording data to a customer’s
desired location. smartnumbers is establishing the technical integration in partnership with the major compliant
call recording vendors to cater for different organisational needs. The interface requires the partner to receive call
recordings and metadata via secure email and inject the data into the call recording system.
Where a customer has an existing call recording solution, smartnumbers are keen to understand how best to
deliver recordings securely into this call recording system.

3.6 Security
smartnumbers has a history of providing its services to industries with high security and compliance requirements
(Government, Finance, Legal). The service and infrastructure design caters to the confidentiality, integrity and
availability requirements of our customers.
3.6.1 smartnumbers Cloud
The smartnumbers service is located across more than 10 geographically resilient data centres across the UK.
The data centres chosen for hosting the service are equipped with a multi-layer security models and are all UK
based, top tier data centres with carrier grade SLAs.
The smartnumbers cloud does not retain any communications data (including voicemails, call recordings and
SMS) and transfers these to the customer. The data retained consists of CDR data (time of call, CLI, DDI etc.)
which in line with other mobile operators is limited to the data required to meet RIPA legal requirements.
3.6.2 The smartnumbers mobile app
The smartnumbers mobile app is used to manage the user’s preferences and to make calls. It doesn’t store any
communication data on the device itself.
The smartnumbers mobile apps on iOS and Android are designed to meet mobile platform specific best practices
and CESG guidance on mobile platform application development. Design policies include encryption of all data
and credentials when stored or transmitted. The authentication mechanism is based on tokens and ensures
service access to devices can easily be revoked if a device is lost or stolen.
smartnumbers also works with the customers EMM or MDM system. This caters to organisations where a higher
level of encryption or application control is required
3.6.3 Network Communication
The smartnumbers cloud is connected as a carrier to the UK tandem network directly over SS7 for both voice and
SMS.
All communication between the smartnumbers cloud and the smartnumbers mobile app is secured via SSL/TLS.
All communication sent from the smartnumbers cloud to the customer’s email servers or call recording system
uses forced TLS resulting in end-to-end encryption of all emails carrying SMS, voicemails and call recordings.
3.6.4 Information Assurance
All aspects of the Provisioning, Project Management and Service Management support activities are undertaken
by personnel who have current Security Clearance in place to either BC or SC level.
Our Network Operations Centre (NOC), from which all services are monitored and managed, is regularly
assessed as part of the BT Defence Fixed Telecommunications Service (DFTS) Contract supporting flexible
working for the MoD.
Resilient plc is accredited to ISO 9001 for all aspects of Quality Management.

4 Glossary
Call Recording Metadata The details of a recorded conversation which assist in the search and discovery
of the conversation at a later stage. A voice conversation is tagged with
metadata like calling party identity, called party identity, time of call etc.
CESG CESG is the Information Security arm of GCHQ, and the National Technical
Authority for Information Assurance within the UK.
GSM Global System for Mobile Communications refers to the standards and
technologies used for voice communication on mobile networks. Although
smartnumbers mentions GSM, the intent is to highlight that the solution uses
standard mobile technology for voice and not VoIP. The solution, being
independent from the underlying network, inherently supports third generation
(3G) and fourth generation (4G) mobile service for voice.
HTTPS Hypertext Transfer Protocol Secure is a communication protocol for secure
communication over a computer network, in this case the Internet. The protocol
is itself a result of layering Hypertext Transfer Protocol (HTTP) with SSL/TLS to
add the security capabilities.
MDM or EMM Mobile Device Management or Enterprise Mobility Management. According to
Gartner, EMM suites consist of policy and configuration management tools and
a management overlay for applications and content intended for mobile devices
based on smartphone OSs.
PSTN Public Switched Telephony Network refers to connectivity to the worldwide
telephony network in order to make and receive calls to any number worldwide.
SIM Subscriber Identification Module refers to the physical SIM provided by mobile
networks that is linked to a mobile number (the identity) and placed into a
mobile handset. smartnumbers overlays a new identity and a new mobile
number attached to the smartnumbers virtual SIM, placed into a mobile phone
by installing the smartnumbers mobile app.
SS7 or C7 SS7 or C7 is a set of circuit switched telephony signalling protocols used to set
up most of the world’s PSTN telephony calls. SS7 is used by smartnumbers and
other carriers to connect to the PSTN in a resilient and reliable way.
VoIP Voice over Internet Protocol in the context of mobile phones refers to using Wi-
Fi or the mobile data plan as the underlying network technology to carry the
voice traffic. Mobile data (3G or 4G) and Wi-Fi do not have the same quality and
reliability as the standard GSM, 3G or 4G voice channels on mobiles.
Wav file Waveform Audio File Format is use to encode and store voice as a file. The
default encoding used is 8,000 Hz 16 bit PCM.

Smartnumbers mobile and mobile plus technical overview

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Smartnumbers mobile and mobile plus technical overview