Customer Success Story: VoIP Phone System with Integrated Communication Tools for customer with 11 offices across the country

Customer significantly improves communications among managers, assistants & customers with Cisco IP phones & an integrated suite of communication tools


Multiple agencies spread across 11 different offices in the U.S. were using aging Avaya phone technology. Staff couldn’t easily access their phone extensions or settings when traveling to other offices, and needed to sign-in to their phones to access voicemail. There was no standard company-wide instant messaging solution, and it was difficult to determine if a colleague in another office was available. Communication with customers where being available on demand is very important for this customer, we implemented a feature-rich phone solution with integrated communication technologies.


We designed & implemented a solution that integrated multiple communication technologies:

  • IP Phones with built-in video conferencing
  • Voicemail-to-email functionality
  • Shared Lines for assistants to manage calls for their managers
  • Audio & video conferencing technology
  • Instant messaging applications for one-to-one and group chat channels, with real-presence functionality to share your availability with colleagues
  • Software to replicate desk phone & all of its features on computers & mobile devices


Collaboration is an integral requirement in communicating with team members and customers, especially when your employees are spread across so many different offices. The integrated communications solution provides these benefits to the company’s employees:

  • Staff able to collaborate more efficiently across offices with multiple communication technologies: phones, phone & video conferencing, instant messaging with information on each staff member’s current availability
  • Staff no longer need to sign-in to listen to their voicemails, as all audio is transcribed to text and emailed to them
  • Assistants able to easily manage multiple lines, with features to answer, transfer, park, hold, barge into, and place calls for managers
  • Extension Mobility allows staff to log-in to phones when traveling to other offices, while software enables employees to access their desk phone on their computer and mobile devices. Alternatively, with the VPN profile configuration enabled, phone handsets can be moved & plugged into any internet connection and work just as they would in the office
  • Instant Messaging software allows employees to communicate short messages and find out if colleagues are available based on availability settings integrated into the IM software
  • Video camera integrated into the phones allows employees in offices across the country to better interact with their in-office and remote colleagues
  • Reduced operational overhead, while standardizing management & support


We delivered a solution that included multiple Cisco products, including:

  • Cisco Unified Communications Manager & Manager Assistant to support IP phones & shared lines
  • Cisco Unity Express for unified messaging, voicemail, and voicemail-to-text functionality
  • Cisco Business Edition 6000 & Integrated Services Router
  • Cisco IP Video Phones with high-quality HD video and advanced VoIP communications to increase collaboration among staff
  • Cisco Jabber for IM and real-presence for talent managers always on-the-go
  • Cisco WebEx for conference calls with integrated audio, video, and content sharing – a cost-effective alternative to face-to-face meetings


Locations: 11 offices in 5 U.S. states.

Size: Approximately 400 Employees

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