The Solution Detail
First and foremost, incovo’s priority was to get Dynamic Earth back up and running quickly and efficiently. Thanks to their rapid response team, a desk-based engineer was able to remotely diagnose the fault and pinpoint the fact that the main control unit had shut down. incovo’s helpdesk then organised a field engineer to pick up the necessary part from the depot. An engineer was on-site within an hour of the first call and replaced the main control unit immediately. Thorough tests were carried out and the team at Dynamic Earth were delighted to be up and running again so quickly.
Next, incovo’s Head of Voice and Data, Craig Beveridge, organised time with Dynamic Earth to discuss the benefits of an upgrade. Dynamic Earth quickly established that upgrading the communications platform was an urgent requirement, ensuring a solid system was in place that wouldn’t result in downtime again.
Incovo focused on creating a design that would future proof Dynamic Earth for the next 10 years. This included the latest Avaya software version, new hardware, firewall and new handsets. The design process was also a great opportunity to offer savings to Dynamic Earth, who opted for SIP trunking (or VoIP), enabling all calls to run over an internet connection rather than a traditional phone line. This offers best assurance and quality of service.
In addition to decommissioning the ISDN circuit, the incovo team installed a new fibre circuit in the building. This change alone will save Dynamic Earth an estimated £30,000 over a five-year period. Incovo also incorporated a full in-building DECT solution to enable the team to roam the massive building whilst maintaining contact with others. This is of particular benefit to the team when hosting large corporate events and parties.
Finally, incovo’s specialist trainers spent time with every member of staff to ensure they all fully understood how to use both the new handsets and phone system.