The Problem:

The Solution:

A David Ltd has been a mobile customer of Excalibur for many years, so it was natural for the company to look to Excalibur for landline solutions. The Excalibur landline team were introduced to primarily look at a new telephone system solution for A David’s newly renovated offices.

A David take hundreds of orders on a daily basis, most of which are taken by way of voicemail messages left in the early hours of the morning, or by a tram of order takers.  

Their current system could not handle the voicemail traffic and they lost hundreds of thousands of pounds in lost order.

The final challenge was A David’s new location which is a remote position where line faults could be more regular. This meant lost orders may not be noticed until the following morning of any given day. Orders are managed by a team of staff using a third party software product that allows the user to listen and pause calls using a pedal, so the user can be efficient with their use of time.  The system would need to integrate with this software.

Excalibur installed an Avaya IP Office 500 which is a rich feature and reliable system.  The voicemail delivery was matched with the current system so the third party software did not need to be changed. The system was installed in the previous site first and tested so that the IT department could move the IT equipment on the weekend move; confident that the voicemails would be received without interruption. The 0870 numbers were ported to Excalibur, and a voicemail to email service was added to their configuration.  These voicemails were routed via A David’s exchange server to arrive at the same destination as the voicemails left on the system.  This would protect A David from loss of business in the event of system or BT line failure.

The Outcome:

The move was very successful; Excalibur staff was on hand throughout the weekend in order to ensure the successful implementation of the system. Line issues caused a minor service interruption, but the backup solution meant that no calls were missed and the company continued to operate as it had done throughout the inevitable chaos of an entire office move in 2 days. Further BT line faults over the past month have been met with some confidence, with the backup solution continuing to provide A David Ltd with any loss of revenue.