CASE STUDY – PBX Telephone System – Mary MacKillop Care (SA) Inc.

The Initial Problem/Need

Mary MacKillop Care (SA) Inc. (MMCSA) is a pillar in our society. Looking after the aged is such an important role in this world, and being able to communicate quickly and efficiently is mandatory, especially when people’s lives are at risk. MMCSA had found over the years that they had out grown their existing phone system. It was also outdated and did not provide any of the modern features now desired. Most importantly, MMCSA were initiating a new administration wing as part of the groups consolidation. A separate building had been chosen for the new administration, and it was re-cabled using Cat-5 communications grade cabling. One of the major challanges was that the existing areas of the nursing home facility were all cabled for phone using just 2-pr telephone cable. This meant a system using IP handsets was out of the question. The cost to retrofit Cat-5 cable to all of the necessary outlets was cost-prohibitive due to the expanse of the site. MMCSA therefore needed a new telephone system that was able to provide digital handsets over 2-pr cabling across the site. The new system needed to provide all of the desired features such as intercom, transfer, messages on hold, and voice mail for every extension to name a few.
Whilst IP handsets were definitely out of the question, they wanted to have a VoIP ready system to enable calls via the internet. Enter A-COM Solutions and Matrix Eternity GE PBX.

After investigating their options, Marcia Fisher – CEO of Mary MacKillop Care (SA) Inc. decided upon a solution proposed by A-COM Solutions. It was able to provide up-to-date communications to the new administration facility, whilst also providing the same level of communications agility to the rest of the facility.

The Solution(s)

The solution provided was based on a Matrix GE system and digital proprietry handsets.

The feature list of the custom phone system was comprehensive and included;

• Integrated voice mail system
• Integrated access to the GSM and 3G mobile networks
• Ability to connect VoIP trunks in the medium-term future
• Integrated Messages on Hold
• Autoattendant
• Global telephone directory
• User accessed telephone directory
• Mobile headset solutions
• Cordless phones

How The Solution Was Implemented

Prior to the cut-over comprehensive training courses were held with three separate groups of administration staff and other users such as nursing staff, to ensure they were completely comfortable in using the system prior to it’s implimentation. Training notes and tutorials were distributed as well as some hands-on practicals to ensure the knowledge stuck.

The A-COM Solutions technicians coordinated the cut-over from the existing PBX to the new PBX with the nursing home management to ensure the outage was minimised as much as possible and that all key staff were aware of it’s timing. Temporary mobile phones and service diversions were put in place and comprehensively tested before any outages occured. The cut-over itself was scheduled for a Saturday out of usual business hours, and was limited to 8-10 hours only. During that time, some handsets started to come on-line one by one as they were installed and tested.

Customers’ Feedback

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