Coastline Housing commissioned Nexus to help them replace their existing telephony system with a flexible, resilient and feature-rich solution using Microsoft Lync Server 2010, AudioCodes Mediant VoIP gateway and AltiGen MaxACD call centre software.
Coastline Housing is an independent, not-for-profit housing association with over 3,700 homes in Cornwall; they are part of the Coastline Group, which also includes Coastline Services and Coastline Care.
The organisation was operating from three offices within the Camborne and Redruth area but in early 2012 the organisation relocated and merged two of the offices to a new purpose-built building. As part of this relocation, Coastline Housing wanted to replace their existing telephony system with a Microsoft Lync Server 2010 solution that offered improved telephony features, integrated messaging services and greater value for money.
Nexus were commissioned to plan and manage the project in collaboration with the IT team at Coastline Housing. Senior technical engineers from Nexus designed a new scalable network topology and hardware infrastructure to host Microsoft Lync Server.
During the deployment phases of the project, Nexus installed and configured Microsoft Lync Server 2010 Enterprise Edition, Microsoft Forefront Threat Management Gateway and Microsoft Exchange Server 2010. (TMG and Microsoft Exchange Server 2010 were installed on a VMware vSphere virtualised environment running HP server hardware previously supplied by Nexus.)
An AudioCodes Mediant 1000 VoIP gateway was selected for superior voice technology to connect the organisation's legacy telephone and PBX systems to the IP network, as well as provide Microsoft Lync Server with seamless connectivity to the PSTN network. To ensure business continuity in the event of service impact to the main site, resilience was provided through the deployment of a second AudioCodes Mediant gateway at Coastline’s Disaster Recovery (DR) site.
Coastline Housing also had a requirement to use Microsoft Lync Server for call centre functionality and voice recording; Nexus were able to satisfy all the necessary key features of this element of the project through the installation of AlitiGen MaxACD call centre software applications. Nexus also recommended and supplied end point devices including Lync compatible handsets and headsets from Polycom and Plantronics.
The project was completed successfully and was followed up with a bespoke training and project handover programme for key IT personnel to help the organisation get the most benefit from the investment in Microsoft Lync and Altigen MaxACD call centre software.
In addition to the installation and configuration of Microsoft Lync Server, Nexus also supplied consultation to recommend and supply licensing for the entire solution, which was delivered under a Microsoft Open Academic Licensing Agreement; the constituent products of this agreement were: Microsoft Lync Server 2010 Standard Edition Licence; Microsoft Lync Server 2010 Standard Edition User Client Access Licence (CAL); Microsoft Lync Server 2010 Enterprise Edition Add-on User Client Access Licence (CAL); Microsoft Lync Server 2010 Plus Edition Add-on User Client Access Licence (CAL); Microsoft Lync Server 2010 Client Licence and Microsoft Windows Server 2008 R2 Standard Edition Licences.