Customers

We work with customers of all sizes across the UK. Here are some of their stories of working with us.

B2B

Illingworths Supplies Ltd Logo

Switching to SIP has proved to be a huge cost saving which is great for us as a family run business, we no longer have to worry about the switch off of traditional lines and being on SIP has provided a lot of flexibility in terms of how we operate as a business. The new system set up is working very well for us and has been a blessing during COVID. We are very pleased to be partnered with Russell Telecom Ltd once again

Claire Brown, Manager

Illingworth Supplies Ltd

Industry Industrial
Solution NEC SL2100

Background

Illingworth Supplies Ltd are an independent family run firm, founded in 1990 by Geoff Illingworth, they are a true family business with Geoff and Lynne Illingworth as Directors and son Mark and Daughter, Claire in key management positions. Illingworth Supplies Ltd have been a customer of Russell Telecom since 2005, with their business expanding, it was decided an upgrade on the telephony was required and they met with their account manager. 

Requirements

As technology has advanced and they were aware of the switch off of traditional lines, Illingworth Supplies were keen to explore the cost saving benefits of SIP and its flexibility. With the upgrade taking place shortly after the first lockdown due to COVID, it was essential the upgrade provided a solution for remote working and mobility. In addition, the company had recently experienced ISDN2 network and exchange faults because of the age of the legacy ISDN network. 

Solution

Russell Telecom decided to install the award-winning NEC SL2100 platform, the solution is perfect for medium sized businesses with a view to expand, due to its scalability. Looking at the mobility options, we wanted to provide the flexibility to manage this themselves, we installed our state-of-the-art mobile apps, and created a separate COVID service, where they could divert calls to the apps and users had the ability to ‘opt out’ of the ring group if required. The existing telephone numbers were ported to SIP, this resulted in significant ongoing cost savings with both calls and line rental. 

Results

Replacing the old ISDN lines with SIP lines is required for all organisations, Illingworth Supplies Ltd decided to do this now to take advantage of the new technology and start saving immediately. 

Illingworth Supplies Ltd are pleased with their new solution. Claire Brown, Manager, said: 

‘Switching to SIP has proved to be a huge cost saving which is great for us as a family run business, we no longer have to worry about the switch off of traditional lines and being on SIP has provided a lot of flexibility in terms of how we operate as a business. The new system set up is working very well for us and has been a blessing during COVID. We are very pleased to be partnered with Russell Telecom Ltd once again’. 

Draycott & Kirk Chartered Accountants

Switching to SIP lines was an excellent choice for us, we have noticed a huge cost saving and we are particularly impressed with the flexibility it provides. We have had to adapt the way we work and the mobile apps have allowed us to do so, without any disruption or requirement to be in the office, they have proved invaluable during the COVID pandemic. We are very happy with the service we receive from Russell Telecom and are delighted to be partnered once again.

Craig Mason, Partner at Draycott & Kirk.

Draycott & Kirk

Industry Financial
Solution NEC SL2100

Background

Draycott & Kirk provide quality accountancy services for individuals and businesses across Guisborough and the surrounding areas and have been established in the local area for over 40 years, all of their accountants are qualified, accredited experts. They first partnered with Russell Telecom over 10 years ago, where we installed a Toshiba system, one of our legacy platforms. We were delighted to meet with them and provide our quotation to upgrade their current system, an NEC SL1100 telephone system, a product we did not provide but do specialise in. 

Requirements

Our experienced account manager had discussions with Craig Mason, Partner of Draycott & Kirk to establish their requirements. They were keen to try and retain some of their initial investment but also be able to benefit from the latest NEC platform, which provides all the latest features. Their current system was running on traditional fixed lines. The customer was aware of the upcoming switch off with this type of connectivity, therefore were keen to across to SIP at the same time. It was essential that the upgrade provided mobility due to COVID.

Solution

We decided the best way for Draycott & Kirk to retain some of their initial investment was to install our advanced IP NEC SL2100 controller. This allowed them to take advantage of the newer, improved technology whilst maintaining their existing handsets, an excellent cost saving scheme. We converted their fixed lines to SIP and retained their existing numbers which enabled them to take advantage of free UK call bundles, resulting in another big cost saving. Due to COVID, we needed to ensure the telephone solution would provide a level of mobility, therefore we provided Mobile applications, this allowed for the user to sync their desk phone to their mobile. The mobile apps are fully integrated with the SL2100 IP system and SIP lines and as a result no charges were incurred for their employees working from home.

 

Results

Craig Mason, Partner at Draycott & Kirk, said:

‘Switching to SIP lines was an excellent choice for us, we have noticed a huge cost saving and we are particularly impressed with the flexibility it provides. We have had to adapt the way we work and the mobile apps have allowed us to do so, without any disruption or requirement to be in the office, they have proved invaluable during the COVID pandemic. We are very happy with the service we receive from Russell Telecom and are delighted to be partnered once again..’

Customer - Leeds Credit Union Logo

Russell Telecom have genuinely pulled out all the stops to work hard to ensure this transition has been seemless. Our downtime was around 3 minutes; very impressive. MyCalls has provided us with a new, clear understanding as to how our call handling functions. It has enabled us to take control of call distribution and have detailed reports to go with this, a major benefit being that they are in real time. The SV9100 system integrates directly with this and provides us with the flexibility that we required. I can also program and amend the telephone system myself using the PC Pro software, this has proved invaluable as we are able to fully control and amend our system set up with support from Russell Telecoms technical team if required.

IT Manager, Leeds Credit Union

Leeds Credit Union

Industry Financial
Solution NEC SV9100

Leeds Credit Union is a progressive and innovative credit union located in the heart of Leeds city centre with a further seven branches throughout the surrounding area.

As a new prospect, Russell Telecom attended site to look at their current setup to assess which solution would best suit their business needs. Leeds Credit Union were seeking a modern IP telephone system to support the progress of the business and provide excellent customer service with the additional ability to support more features such as home working and remote accessibility. 

After Leeds Credit Union conducted an extensive purchasing exercise involving several suppliers they decided on Russell Telecom as their preferred supplies as they assured them that they could deliver a system that not only met their needs but actually exceeded them and included several features that would ensure the system remains relevant for several years to come.

Requirements

Leeds Credit Union needed to upgrade the telephony at all eight sites to take advantage of the strengths of IP networking, the systems solution to call distribution and the ability to allow staff to work from home as well as move away from ISDN2 which BT will very soon deactivate.

It was essential that the upgrade provided a solution that ensured flexibility and merged all sites so they could function in real-time. They also required the flexibility the new SV9100 provides for users requiring mobility and easy management of the system from the site. 

Additionally, the system must be installed with minimum downtime during operating hours.

Solution

Taking this into account, Russell Telecom identified the best solution was the award-winning SV9100 platform, running on IP networking for their sub sites to seamlessly connect all sites. Installing state of the art MyCalls software would allow for call distribution based on the skill set of the individual and show real time status. Leeds Credit Union have a high volume of incoming calls and also have some home workers, we identified that our ST500 mobile apps would ensure continued communication, these apps proved very useful during times of COVID-19.

Results

Leeds Credit Union are very pleased with their new solution.

Their IT Manager said:

“Russell Telecom have genuinely pulled out all the stops to work hard to ensure this transition has been seemless. Our downtime was around 3 minutes; very impressive.  MyCalls has provided us with a new, clear understanding as to how our call handling functions. It has enabled us to take control of call distribution and have detailed reports to go with this, a major benefit being that they are in real time. The SV9100 system integrates directly with this and provides us with the flexibility that we required. I can also program and amend the telephone system myself using the PC Pro software, this has proved invaluable as we are able to fully control and amend our system set up with support from Russell Telecoms technical team if required.”

WT Johnson & Sons Ltd - Logo

We are very happy with the new system that has been installed, the dect and desk phones are both reliable, robust and easy to navigate making it very user-friendly.

Jeremy McKinnell, company accountant

WT Johnson and Sons

Industry Textiles
Solution NEC SV9100

Textile dyeing and finishing firm WT Johnson and Sons is a decade-long customer of Russell Telecom. Russell Telecom installed the firm’s NEC Aspire system in 2007 and it proved to be both an excellent and reliable system.

In seeking to upgrade their existing telecoms system, Huddersfield-based WT Johnson and Sons, which is family-owned and established back in 1910, decided to partner once again with Russell Telecom, as the service from Russell has been excellent over the years and a strong bond of trust has developed.

Russell Telecom is a national company with over three decade’s experience of meeting the telecommunications needs of UK businesses and organisations.

Requirements

WT Johnson and Sons required a telecoms solution with more wireless handsets, more flexibility and greater functionality.

Russell Telecom carried out a thorough assessment of the company’s existing system and of its specific requirements. In addition, the firm carried out a full wireless survey to ensure all areas of the site were covered.

Once its investigations were complete, Russell Telecom identified the cutting edge NEC SV9100 telephone system as the perfect solution for the client.

Solutions

Russell Telecom installed a NEC SV9100 telephone system with 17 VoIP handsets, and 30 IP DECT cordless handsets, Voice Mail and Auto-attendant. In addition, some of the handsets have Voice Mail and a call record feature.

The SV9100 will help to future-proof any business or organisation, as it is both robust and expandable, serving the requirements of up to 800 connections.

Russell Telecom installed IP DECT cordless handsets from NEC as WT Johnson and Sons has people working throughout its large site who need to be contactable anywhere at anytime for numerous reasons, including safety and security.

The new handsets are more flexible, allowing remote access and more straightforward ‘hot-desking’ options. They can also provide significant call savings compared to traditional phone landlines.

Russell Telecom provided the cordless handsets with rugged silicone cases to provide the best durability, as it can be a physically demanding environment, and so the handsets needed to be robust and durable.

Russell Telecom also provided loud amplifiers for some of the desk handsets, as the environment can be noisy.

The NEC IP DECT system is tried-and-tested in all types of environments and the solution provides first-rate coverage and seamless integration.

Key features include:

– Crystal clear audio quality up to HD audio

– Appealing and ergonomic handsets

– Easy access to a central directory

– High feature transparency, so you can use the same facilities while away from your desk

– Roaming between networks allows you to use the handset

– on different (remote) locations

– Full security with secure DECT air interface, uniquely identified handsets and voice encryption

– Easy deployment – plug and play install and downloadable software in APs and handsets

IP DECT can also be used to locate DECT handsets and their users. This can be essential if for example staff need immediate assistance from colleagues.

Pushing the ‘SOS’ button on the phone, the system alerts staff to provide assistance, while the system automatically provides the location information.

Results

WT Johnson and Sons are very pleased with their new telecoms solution.

Jeremy McKinnell, company accountant, said:

“We are very happy with the new system that has been installed, the dect and desk phones are both reliable, robust and easy to navigate making it very user-friendly.”

Education

North Ridge Community Primary

Having a modern, advanced solution was essential for us, and the NEC SV9100 is exactly that. It has brought us forward with the features it provides and has been a good investment as a whole. The service we receive from Russell Telecom Ltd has always been great and that is why we chose to partner once again with them. Our account manager has always been very knowledgeable and honest, we knew we could trust Russell Telecom to provide an excellent solution.

Michelle Moorcroft, Senior Finance & Administration Officer

North Ridge Community Primary

Industry Education
Solution NEC SV9100

Background

North Ridge Community School is an all-age special school for children and young people with severe learning difficulties, they are based in Doncaster. Having been a long-standing customer of Russell Telecom Ltd, using our legacy Toshiba system, we have established a great rapport over the years. As the Toshiba system was at end of life, an upgrade was required to bring the telephony structure up to modern date standard. Our experienced account manager who has worked with the school for over 12-years arranged a meeting to discuss the project.

Requirements

As they were using an old platform, North Ridge Community School were keen to discuss how technology had advanced throughout the years, and what features were available. They required a solution to easily manage and filter calls seamlessly, whilst ensuring no call was missed. Having the ability to conference calls and record them too was advantageous as they often deal with complex cases. We took all of this into consideration when deciding on the best solution for the school’s needs.

Solution

As the school is of a considerable size and well-staffed, we decided to replace the Toshiba system with our state-of-the-art NEC SV9100, this system provides scope for expansion and capacity wise, would best suit their needs. We converted their fixed lines to SIP, so that they could take advantage of the cost saving benefits and help offset the investment. Looking at the call options, we provided auto attendant and voicemail, this gave the school the option to have different services which distributed calls differently to suit time of day and staffing levels. We also licensed the system with our conference bridge facility, this allowed the school to quickly initiate conferences and having the voicemail allowed them to be recorded by simply pushing a button.

We also included the NEC SV9100 unique networking feature which enables the school to centralise with the other schools within the Trust, improving communications and efficiency.

Results

North Ridge Community School are very pleased with the solution. Michelle Moorcroft, Senior Finance & Administration Officer, said:

‘Having a modern, advanced solution was essential for us, and the NEC SV9100 is exactly that. It has brought us forward with the features it provides and has been a good investment as a whole. The service we receive from Russell Telecom Ltd has always been great and that is why we chose to partner once again with them. Our account manager has always been very knowledgeable and honest, we knew we could trust Russell Telecom to provide an excellent solution.‘
a phone system for king street primary school

We were delighted to hear that we could keep our existing handsets as this meant we could utilise the funds elsewhere. Switching to SIP lines has seen our call bill drastically reduce and we are very pleased with our choice. The engineers handled the upgrade excellent with little disruption or downtime, thank you

Ashley Longhorne, Business Manager.

King Street Primary School

Industry Education
Solution NEC SL2100

Background

King Street Primary School are located in Spennymoor, and are part of Durham County Council, they are a mixed school with 212 pupils. They firmly believe that working with others and sharing best practice makes for better practitioners, they have a range of partnerships in the surrounding areas such as School Sports Partnership and Taylor Shaw. As a customer since 2016 using the NEC SL1100 system, they decided they would like to upgrade to a newer platform. They met with their experienced account manager to discuss this further.

Requirements

King Street Primary School were running on traditional fixed lines, which were soon to be phased out, they wanted to explore the options for a reliable switch to SIP lines. They also wanted to look at a more advanced level of auto attendant, so they could automatically distribute calls to free up admin staff, and have the ability to control and amend this themselves, with support from Russell Telecom if required.

Solution

Russell Telecom decided the best approach would be to take advantage of our excellent migration service, this allowed them to retain the existing handsets, therefore a return on their initial investment, providing a big cost saving benefit. We installed our upgraded advanced SL2100 processor which provided the school with newer, flexible built-in features and gave the existing handsets a refurb.

We liaised with the DCC ICT team to carry out programming on the school’s IT equipment so the school were able to access the existing internet circuit to allow Russell Telecom to convert their traditional lines to SIP, ahead of the scheduled BT switch off, and take advantage of the free UK call bundles which also drastically reduced their costs. Russell Telecom licenced the system for Auto Attendant and provided access to our programming NEC WebPro portal, this allowed the customer to easily manage their system as and when required.

Results

King Street Primary School are very pleased with the solution. Ashley Longhorne, Business Manager, said:

‘We were delighted to hear that we could keep our existing handsets as this meant we could utilise the funds elsewhere. Switching to SIP lines has seen our call bill drastically reduce and we are very pleased with our choice. The engineers handled the upgrade excellent with little disruption or downtime, thank you.’
St Leonards RC primary school

We were aware of our lease coming to an end and wanted to look into our options. Our main aim was to keep costs to a minimum so using Russell Telecoms migrations service was a no brainer. We can take peace of mind now we can easily communicate with staff in the event of an emergency. The installation brought little disruption and we have always received brilliant aftercare from Russell Telecom.

Janet Smith, Administrator

St Leonards RC Primary School

Industry Education
Solution NEC SV9100

Background

St Leonards RC Primary School are located in Sunderland with over 190 pupils. They are a voluntary aided school and are partners with the Bishop Chadwick Catholic Education Trust. The School pride themselves on their ethos which is reflected through their outstanding charitable work with organisations such as CAFOD- the official aid agency of the Catholic Church, local food banks and the Salvation Army.

An existing Russell Telecom customer for 10 years, using our NEC SV8100 Platform, St Leonards RC Primary School wanted to take advantage of the latest technology available, at the same time protect their previous investment and retain as much of the system hardware as possible.

Requirements

With the huge changes in the telecoms industry, and the cost savings deploying the new technology, a perfect solution for St Leonards was both an on-premise deployment to integrate with cloud-based applications to have the “best of both worlds”. This solution protects their previous investment, and provides the School with full control over their system.

Attendant features for seamless call routing and staff notification of any emergency were important features required, and were included in our in depth proposal.

Solution

We proposed our excellent migration service, this allows customers to retain a significant amount of hardware including handsets (we do give the handsets a refresh) making significant cost savings. The award winning NEC SV9100 controller provides the School with a vast number of new features, and a future-proof long term solution.

We set up a ‘panic’ function, so School staff can easily press a button, which instantly notifies all other handsets within the building, an on-screen tailored message would appear such as ‘lock down’ or ‘all clear’ with a distinct ring tone for any staff unable to get to a handset.

Results

St Leonards RC Primary School are delighted with their upgrade. Janet Smith, Administrator, said:

‘We were aware of our lease coming to an end and wanted to look into our options. Our main aim was to keep costs to a minimum so using Russell Telecoms migrations service was a no brainer. We can take peace of mind now we can easily communicate with staff in the event of an emergency. The installation brought little disruption and we have always received brilliant aftercare from Russell Telecom.’

Customer - Priors Mill Primary School, Billingham

When looking to upgrade we knew Russell Telecom would provide us with the continuity that we require. Overall, our solution was implemented quickly and effectively. The engineer who attended was very knowledgeable and helpful, this made the process of upgrading easy. Russell’s quickly resolved any teething problems we initially had. We have seen a huge increase in savings since switching to SIP and the flexibility it offers for the future.

Angela Twomey, Senior Administrator

Prior's Mill C.E. School, Billingham

Industry Education
Solution NEC SL2100

Background

Priors Mill CE Primary School is located in Billingham, Stockton.

An existing customer since 2016, Russell Telecom have developed a good rapport and reputation over the years with Priors Mill CE Primary School. Before their system upgrade, the School had a NEC system using traditional analogue lines. Priors Mill CE Primary School were aware of the recent changes in the UK as to line connectivity, and the cost savings making the move to SIP. Additionally, they required a more advanced system to provide better functionality and one that offered mobility. Our experienced account manager met up to discuss the options and to evaluate things further.

Requirements

As technology has advanced within the telecoms industry, and taking into account the BT PTSN switch off, Priors Mill CE Primary School acknowledged that converting their traditional lines to SIP lines would provide flexibility and a huge saving. In order to adhere to the school budget, Russell Telecom’s migration package would best suit the school and their needs.

Solution

Russell Telecom established that the best option for Priors Mill CE Primary School would be to utilise their existing handsets by using our migration service, this way they could retain their initial investment whilst taking advantage of the benefits of the advanced NEC SL2100 controller. We also provided a refresh on the existing handsets, this gave a new look. The migration from PSTN to SIP was seamless with no loss of service, planning to installation was just over one week. Going forward, the school will make monthly cost savings from free UK calls, freeing up funds to utilise elsewhere.

Results

Priors Mill CE Primary School are delighted with their new solution. Angela Twomey, Senior Administrator, said:

‘When looking to upgrade we knew Russell Telecom would provide us with the continuity that we require. Overall, our solution was implemented quickly and effectively. The engineer who attended was very knowledgeable and helpful, this made the process of upgrading easy. Russell’s quickly resolved  any teething problems we initially had. We have seen a huge increase in savings since switching to SIP and the flexibility it offers for the future.’

Russell Telecom’s technical lead in conjunction with sales have supplied the Trust with a robust, fully scalable and cost-sensitive solution that will facilitate our telephony strategies for many years to come.

Ian Burns

Nexus Multi-Academy Trust

Industry Education
Solution NEC SV9100

Russell Telecom identified the cutting edge NEC SV9100 telephone system as the perfect solution for Nexus MAT.

The telephone system was supplied with IP Handsets with VoIP SIP Trunks. Russell installed a dedicated internet connection to securely run the company’s voice calls. Russell also installed IP handsets, as the Nexus site is a main hub for a group of academies which will be key in linking the schools together as one

big system. The component schools will also run independently.

Nexus are very security conscious and a number of features including the broadcast to speakers inbuilt into all the IP handsets was essential. All handsets also have the ability to page-all (broadcast to all) in an emergency i.e. an intruder is seen. In addition, all handsets can record calls, which is a further value-added security feature.

Once installed, training was provided so that the IT team and administrative staff were able to manage the new system in the most effective way.

In a nutshell, the SV9100 telecoms solution is a flexible and scalable product that has been built on the success of its predecessor, the award-winning SV8100, but with double the capacity.

The SV9100 will help to future-proof Nexus MAT, as it is both robust and expandable, serving the requirements of up to 800 connections.

NEC SV9100 is the very latest IP telephone solution evolving from decades of previous systems sold worldwide with its comprehensive functionality and outstanding reliability.

The Results

Nexus is very pleased with its new telecoms solution.

Ian Burns, Strategic ICT & Information Governance Lead, commented:

“Following a successful tender process whereby local and national providers were invited to showcase their solutions, Russell Telecom was chosen as the preferred telecoms provider for the Multi-Academy Trust and its member Academies.”

“Our point of sales proved to be highly efficient at every step and over a year on, aiding the commission of multiple solutions, is regarded an extension of the Trust’s wider service arm.”

“Technical support and strategic guidance is an example of what top tier service delivery and ongoing support should be.”

The Grammar School at Leeds

Russell Telecom’s cost-effective NEC solution provided the functionality we required and more. The installation of the new system by the Russell Telecom engineers went as smoothly as promised and the switch over was totally painless

Mark Whitehead, Director of Computer Services

The Grammar School at Leeds

Industry Education
Solution NEC SV9100

The Grammar School at Leeds is one of the UK’s leading independent, co-educational schools. It enjoys the heritage of both Leeds Grammar School and Leeds Girls’ High School with a lineage traceable back to 1552 and a long history of academic excellence. It benefits from a magnificent site on the outskirts of the north of Leeds. The Grammar School at Leeds has been rated by the Independent School’s Inspectorate as ‘Excellent’, having achieved the highest possible rating in every category, from academic success through to co-curricular activities. In addition, the inspectors used the OFSTED framework to rate its Early Years Foundation Stage at Rose Court as ‘Outstanding’ in every category.

The Grammar School at Leeds was delighted to partner with Russell Telecom; a company with three decade’s experience of meeting the telecommunications needs of numerous UK businesses and organisations.

Requirements

The Grammar School at Leeds wanted to update and future-proof its telecoms infrastructure with a much more flexible and versatile system.

The Solution

Russell Telecom completed a comprehensive evaluation of the school’s telecommunications system before it identified the NEC SV9100 as the perfect solution.

Russell Telecom provided the school with the NEC SV9100 with 230 VoIP handsets, which has translated into a fully futureproofed solution. VoIP technology is ideal for large campus type sites, as IP handsets can be deployed easily anywhere, including off site and for remote working.

The school has a second site called Rose Court in Headingley and the VoIP technology means users on both sites benefit from one system and all its inbuilt functionality and applications. In addition, each member of staff has a Virtual Extension and Voicemail facility, so parents can leave message with the individual rather than reception. This makes it simple for reception to route calls to the correct person and avoids lost paper messages.

The system has Voicemail and Voicemail-to-email, which provides the ultimate of ease of contact and flexibility for key users.

Russell Telecom also provided a MyCalls PC based operator console. This is a powerful, yet easy-to-use application that puts the operator in control. It also enables greater management of calls and employees for enhanced customer service.

Highlights include time-saving call control, a dashboard of company communications, and a user-friendly interface.

Results

The Grammar School at Leeds is very pleased with its new future-proofed telecoms solution. Mark Whitehead, the school’s Director of Computer Services, commented:

“We had demonstrations from a variety of cloud based and on premise vendors before making the unanimous decision to go for the Russell Telecom solution.”

“Russell Telecom’s cost-effective NEC solution provided the functionality we required and more. The installation of the new system by the Russell Telecom engineers went as smoothly as promised and the switch over was totally painless.”

“The after-install training and support has also been excellent enabling us to provide a fantastic telecoms experience for staff and callers.”

Travel & Leisure

Beamish Hall, country house hotel logo

Once again, we are delighted with the new solution that will serve to futureproof our telecoms for years to come. Another excellent service by all involved from the brilliant team over at Russell Telecom!

Alex Tocu

Beamish Hall

Industry Travel & Leisure
Solution NEC SV9100

Long-standing Russell Telecom customer, Best Western Beamish Hall Hotel is a four-star, classic country house hotel located close to Beamish Museum.

Situated in rolling parkland on the border of County Durham & Tyne & Wear, the hotel is the perfect base for both business and leisure.

Beamish Hall needed to replace an aging NEC telephone system, which
we installed in 2004. They required a solution that provided an extensive range of applications specifically around the hospitality industry to effectively support the ever-growing demands of this popular hotel.

 

The Solution

We installed an NEC SV9100 telephone system at Beamish Hall Hotel.

The SV9100 is a flexible and scalable solution that has been built on the success of its predecessor, the award-winning SV8100, but with double the capacity. The SV9100 will help to future-proof any SME, as it is both robust and expandable, serving the requirements of up to 800 connections. NEC SV9100 is the very latest IP telephone solution evolving from decades of previous systems sold worldwide with its comprehensive functionality and
outstanding reliability.

We installed new SIP Trunks (Voice Over IP lines) at the hotel. SIP
trunking enables out-of-area geographic number ranges to be used on a call-by-call basis – showing businesses as local, despite being physically located elsewhere. In busier times or when something goes wrong, SIP is able to automatically reroute any calls to back up sites and phone numbers in seconds – providing a seamless service during any eventuality.

Migration to SIP allows Beamish Hall to benefit from the many features that were not possible on traditional ISDN lines, also significant ongoing cost savings available with SIP gives the customer a competitive edge.

By discarding any unnecessary ISDN lines, businesses are able to save a large amount of money; also during office moves, there is no need to spend money on changing stationery, advertisements or listings. SIP trunking also allows businesses to make free calls.

The addition of new lines and new office locations becomes a simple, pain-free process.

The challenge was to successfully integrate the new system with legacy wiring at the Listed building. Where cabling was not possible, unique hybrid integration to new and legacy wiring at this old Listed building was achieved. In addition, Russell Telecom installed advanced Auto-attendant
and call queuing to get callers direct to the correct department quickly and efficiently.

Russell also installed a new IP DECT system to provide high-end mobility for staff on the move and for use by night concierge, among other users.

Lastly, a conference Bridge facility was installed to better accommodate corporate meetings.

The Results

Beamish Hall Hotel is very pleased with its new telecoms solution.

The NEC SV9100 allows for easy call handling and use by all hotel staff. The migration to SIP has provided significant savings on call charges and improved flexibility. The direction of calls has also become more efficient.

Hotel Manager Alex Tocu said:

“We are very happy with our new telecoms solution. First of all, we chose Russell Telecom above others not just because of the solution but the faith we have in their customer services team.”

“Their engineers were also excellent, doing a challenging job in a busy hotel with the minimum of disruption to day-to-day work.”

Charities

Daft as a Brush

Industry Charity
Solution NEC SV8100

One of the key requirements was to install a phone system that could improve communication between the company’s operations centre in Newcastle and its ambulances, which would in turn help to increase efficiency within the system and prioritise more urgent calls.

It was identified that the charity required a solution that could accommodate their need for increased flexibility, usability and reliability. They also needed a system that could relay out of hours calls to a live operator who could then schedule an ambulance pick-up.

Daft as a Brush partnered with Russell Telecom, a company with over 25 years experience of meeting the telecommunications needs of UK businesses and organisations.

Solution

Russell Telecom undertook a comprehensive evaluation of the companyʼs telecommunications systems. Russell Telecom decided that the feature rich NEC SV8100 telephone system would suit the charityʼs requirements ideally. SV8100 is the latest digital and IP phone system from NEC and has been specifically designed for small and medium businesses and organisations.

NEC black phone The system includes an integrated digital voicemail, which not only provides a night and day service and auto attendant but also provides call recording. Daft as a Brush was provided with a hybrid IP solution combining a Legacy-type phone system and IP system for external calls, allowing a full 24/7 call answering service. The organisation was supplied with handsets with digital display, call recording and speed dial functionality.

Finally, Russell Telecom analysed the organisation’s telephone usage and costs and have forecast a cost reduction in telephone bills using the new call package.

Arches Housing Logo

Despite operating in very difficult times, we have had no reduction in our levels of service

Seamus Harkins

Arches Housing

Industry Housing Association
Solution Hosted IP

Arches Housing has been a customer of Russell Telecom since April 2009 and had an NEC SV8100 telephone system with over 30 users working on ISDN30 lines.

With the ratcheted BT ISDN switch off culminating in 2025, Arches made the decision to future proof their organisation by switching to a hosted (cloud-based) IP system in good time. Arches wanted to move away from traditional telephony to the more modern, flexible and resilient communications platform. In deciding to migrate to IP, it considered the advantages of such a move: including enabling office and field based staff and home workers to seamlessly integrate and work from
anywhere whenever.

Russell Telecom has 35 years’ experience of delivering telecoms solutions to thousands of businesses and organisations across the UK.

Requirements

After carrying out a rigorous selection process, Arches was delighted to once again partner with Russell Telecom to supply their advanced telecoms solution.

Solutions

Russell Telecom deployed the eve hosted solution with 30 PC soft phones and 18 mobile applications. No desktop handsets were required. Russell Telecom removed the ISDN line but kept all numbers. The service went live four days before the start of Covid-19 Lockdown, which was remarkably prescient.

It was very good timing, as everyone can work remotely and/or from home. Although the eve cloud based platform is highly sophisticated, it is also very simple to use. Arches use call queuing, integration, voice mail, call recording and wallboards to show high level and detailed real time information, allowing the organisation to work dynamically to provide the best service. They also have access to the eve portal which allows them to control features to match specific requirements, for example:

• How would you like your calls to be routed?
• Would you like to manage your contacts?

The system is easy to navigate and designed to be highly intuitive. The major benefits include:

• It’s very affordable and cost effective.
• Easy setup and maintenance
• Freedom and flexibility – work anywhere, any time.
• See if relevant people are ‘available’ before putting calls through.
• Effective Disaster Recovery – secure UK cloud-based data back up and recovery.

The flexible nature of the technology allows businesses and organisations the ability to easily add and remove users as required. The physical location of every user is irrelevant, as it’s straightforward to add a user and a number, wherever they are based.

Results

Seamus Harkins, Data Services Manager at Arches Housing, said:

“Our previous system, while effective, meant that phone lines had to go through the office, so there had to be people based at the office!”

“Our new much improved system was installed at just the right time; everyone
had had training in how to use it, and all staff were able to work effectively from home from day 1 of the Covid-19 lockdown.”

“Despite operating in very difficult times, we have had no reduction in our levels of service. People who’ve worked for us for over twenty years from the office on traditional handsets, have taken easily to the soft phone solution with headsets, as it’s so easy to use. It’s effectively been business as usual!

Seamus added: “I wanted to implement a new system that was a much more effective aid in Disaster Recovery of data; what would happen if
the physical office exploded, or indeed was shut indefinitely due to a pandemic?”

“Now, people are calling me ‘The Oracle, as the timing of the implementation has been remarkable.”

Retail

The installation went very smoothly with minimum disruption, which was much appreciated. As well as having an excellent new telecoms system, Russell Telecom has also saved us money on call costs.

Margaret Forward, Financial Director

Wensleydale Dairy Products Ltd

Industry Manufacturing / Retail
Solution NEC SV9100

Wensleydale Dairy Products Ltd. owns The Wensleydale Creamery at Hawes in Wensleydale, which is famous the world over as the home of Yorkshire Wensleydale cheese. The cheese achieved European Protected Geographical Indication (PGI) status in December 2013.

The Wensleydale Creamery continues the art of traditional cheese-making which dates back nearly a thousand years, using milk from over 40 local farms to handcraft their delicious range of cheeses.

A Russell Telecom customer for over 11 years, The Wensleydale Creamery decided, once again, to partner with Russell Telecom in upgrading its telecom system.

Russell Telecom is a national company with over three decades experience of meeting the telecommunications needs of UK businesses and organisations.

Requirements

The Wensleydale Creamery had two separate systems across two sites and it wanted to unify these. In 2006, Russell Telecom installed NEC Aspire systems at each site and they have proved to be excellent and reliable. In a new system, the business required more wireless handsets, more flexibility and functionality as well as the one telecoms system.

Russell Telecom carried out a thorough – including full wireless – assessment of the company’s existing system and of its specific requirements before deciding which solution to opt for.

Solutions

Russell Telecom installed the cutting-edge SV9100 at The Wensleydale Creamery together with 38 VoIP desktop handsets, 34 IP DECT cordless handsets, Voicemail and Auto Attendant.

Russell Telecom provided a new external IP network for both sites, dedicated for VoIP using Fibre Access connections – EoFTTC or Ethernet over Fibre To The Cabinet. This connection is capable of up to 20Mbps over an FTTC connection, providing a leased line quality with 4-hour 24/7 response for substantially less investment than a leased line circuit. The service can also be installed in a much shorter time than a leased line, allowing for minimum disruption across the busy sites.

The new network allowed Russell Telecom to deploy a single system across both sites, connecting the remote-site IP handsets and IP DECT Cordless to the main site seamlessly. The new Fibre Access connection also allowed Russell to replace the existing ISDN2 external lines with the new high-quality VoIP SIP lines. The SIP lines free call package helped to cost-justify the whole solution.

As well as the first-class functionality, the new system allows The Creamery’s users to ‘hot-desk’ between sites – a major benefit. IP DECT users can simply take their cordless handset to either site and it will log into the local network automatically. This meant that staff no longer had to change numbers between sites or use complicated, and time-consuming, log-on and log-off procedures. Staff can now work from both sites and keep their specific handset configuration and numbering.

This feature makes finding staff much easier, as the operators no longer need to search between sites. This makes everyone easily contactable anywhere and at any time – vital for numerous reasons including safety and security.

Russell Telecom fitted the cordless handsets with rugged silicone cases to provide the best durability, which is very important to the users, as it can be a demanding environment.

The NEC IP DECT system is tried and tested in all types of environments and the solution provides excellent coverage and seamless integration.

Results

The Wensleydale Creamery is delighted with its new telecoms solution.

Margaret Forward, the firm’s Financial Director (FD), said:

“Since the install, communications across the two sites are easier and business runs more smoothly. The features allow much more flexible access to the telecoms systems, which enables hot-desking and the ability to contact staff wherever they are.”

“The installation went very smoothly with minimum disruption, which was much appreciated. As well as having an excellent new telecoms system, Russell Telecom has also saved us money on call costs.”

Medical

The Borchardt Medical Centre NHS logo

The lines are now much more dynamic as we can now increase the number of lines we have as and when required, this proved particularly useful when the demand for telephone appointments drastically increased. The mobile apps have allowed us to continue functioning as a practice, whilst providing us with peace of mind that we can adapt working ways securely, with no disruption should it be required. The whole installation process was seamless and professional and carried out with no disruption to our normal daily working. This is the second Practice I have used Russell Telecom at and as before the service has been exceptional

Rob Douglas, Practice Manager

Borchardt Medical Centre

Industry Medical
Solution NEC SV9100

Borchardt Medical Centre are a general practice located in South Manchester. The practice has five partners and two salaried GP’s, they also provide training and teaching with GP Registrars and Medical students.

An existing Russell Telecom customer since 2012, the practice was operating the NEC SV8100 traditional system, using ISDN30 connectivity along with a Mycalls ISDN Call Recorder.

Requirements

Borchardt Medical Centre were keen to adopt a more flexible solution given the unprecedented times of COVID-19. Russell Telecom took this on board and proposed an upgrade of traditional lines to SIP, to provide significant cost savings with free UK calls, essential now in the changing times of telephone appointments, combined with the capability of working away from the surgery with mobile bolt-on applications, something which was an essential feature going forward.  

Solution

As part of the upgrade, Russell Telecom installed a dedicated voice internet connection for the SIP lines, increased the lines to 10 to meet the new demands, retaining some lines exclusively for outgoing calls only, enabling GP’s to operate during busy periods.

Borchardt Medical Centre were able to retain their initial hardware investment through our NEC replication service, a unique service allowing customers to retain a lot of existing hardware and handsets and advance to the new, award-winning SV9100 platform, thus keeping cost of a new system to a minimum.

A new highly featured Mycalls SIP Recorder was installed including a generous allowance against the old Mycalls ISDN recorder, and several mobile applications were provided, for users requiring mobility.

The benefits of using the mobile apps allows GP’s to work from anywhere as and when required. The mobile application is an extension to the telephone system, therefore all calls inbound and outbound are via the SIP lines, therefore calls are recorded and secure. Additionally, the mobile application can be programmed to present the practice number as the outbound number, not the actual mobile number.

Results

Borchardt Medical Centre are absolutely delighted with their new solution. Rob Douglas, Practice Manager, said:

‘The lines are now much more dynamic as we can now increase the number of lines we have as and when required, this proved particularly useful when the demand for telephone appointments drastically increased. The mobile apps have allowed us to continue functioning as a practice, whilst providing us with peace of mind that we can adapt working ways securely, with no disruption should it be required. The whole installation process was seamless and professional and carried out with no disruption to our normal daily working. This is the second Practice I have used Russell Telecom at and as before the service has been exceptional’

Borchardt Medical Centre are absolutely delighted with their new solution.

Mowbray House Medical Logo

We found the solution very sophisticated in terms of call routing. Converting our lines to SIP meant that our monthly call bill has reduced drastically as we now have free UK calls. These savings and being able to keep existing handsets have helped to offset the new technology investments. We now have centralised call recording which makes management of both practices seamless and easy to administer

Ellie Rowlands, Deputy Practice Manager

Mowbray House Surgery

Industry Medical
Solution NEC SV9100

Mowbray House Surgery is a general practice located in Northallerton with further surgery located nearby in Hutton Rudby, and has a large number of patients across both practices.

As an existing Russell Telecom customer since 2014, both sites were operating the NEC SV8100 system with ISDN30 and ISDN2 connectivity. Both practices had Russell Telecom’s advanced call recording, however, the recording solutions were not centralised.

Requirements

Mowbray House Surgery needed to upgrade the telephony at both surgeries, to take advantage of the major benefits IP provides including moving the traditional lines to SIP and were delighted to partner with Russell Telecom once again.

It was essential that the upgrade provided a solution to both practices that ensured flexibility and merged both sites so they could centralise. The practice wanted to retain all existing numbers that could overflow between sites using advanced call distribution with centralised call recording. They also required the flexibility the new SV9100 provides for users requiring mobility, when away from the surgery. 

Solution

Taking in to account their requirements, Russell Telecom identified the best solution was the excellent NEC replication service, where the customer can retain a lot of hardware and handsets and move the system across to the new, award-winning SV9100 platform.

The benefit of using replication is the cost-saving and return on investment. We replaced the old traditional lines with SIP and installed IP handsets at their Hutton Rudby surgery. The flexibility of SIP and the creation of a private IP voice network between the surgeries seamlessly connects the surgeries and allows for greater integration.

SIP trunks are so much more dynamic, we can temporarily increase the number of lines as and when required, this proved particularly useful during COVID-19 when the demand for telephone appointments greatly increased. Automatic call distribution meant patient wait times, especially during peak times were significantly reduced and easy management for staff.

Results

Mowbray House Surgery and Hutton Rudby Surgery are very pleased with their new solution. Ellie Rowlands, Deputy Practice Manager, said:

‘We found the solution very sophisticated in terms of call routing. Converting our lines to SIP meant that our monthly call bill has reduced drastically as we now have free UK calls. These savings and being able to keep existing handsets have helped to offset the new technology investments. We now have centralised call recording which makes management of both practices seamless and easy to administer” 

 

The Glen Medical Group Logo

The engineers were first-rate, efficient and helpful, managing to complete the whole installation with no disruption to the surgery

Lynn Crutwell, Practice Manager

The Glen Medical Group

Industry Medical
Solution NEC SV9100

The Glen Medical Group is a busy general practice of 10,600 patients split between its two practices, which they run from the same site. The group has six GPs, one GP registrar, two nurses, one HCA and a supporting admin/reception team of 16.

The Glen had a shared system between its two practices on the same premises using IP Cisco handsets; cabling was also shared. Broadband connectivity was substandard and the quality of calls was affected, which is something the medical group was concerned about.

The Glen’s telephone number was a virtual number (for SIP), which meant a change of telephone number, which was a daunting prospect for the busy practices.

The Glen was delighted to partner with Russell Telecom; a company with over three decades experience of meeting the telecommunications needs of UK businesses and organisations.

Requirements

Russell Telecom carried out a thorough assessment of the practices’ existing system and of its specific requirements.

The Glen wanted a telecoms solution that would help to improve the overall customer experience. The group felt that its old system was not as efficient as a new system could be.

Russell Telecom identified the cutting edge NEC SV9100 telephone system as the perfect solution for the client.

Solutions

Russell Telecom installed an NEC SV9100 telephone system. The SV9100 are robust, feature-rich, Unified Communications enabled systems that are ideal for small and medium-sized businesses.

Each server is designed to help solve today’s communications challenges and is built with your migration path in mind, so you can scale your communications as your business grows.

Russell Telecom delivered the SV9100 with an automated call distribution system, commonly known as an Automatic Call Distributor (ACD). This is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organisation.

ACDs often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line to the system or time of day the call was processed.

Staff members are now able to log on to the system to help with reception duties during busy times. In addition, call queuing helped the call handling process by answering calls and informing callers they were in a queue.

Call recording was also introduced to ensure efficiency and for training purposes.

Finally, the innovative Patient Partner was installed to allow patients to book, cancel, check or change appointments at any time, night or day using their telephone. The system is a PC/Server based solution, which connects to the practice’s telephone system. It also integrates with their electronic appointment book, ensuring that it can operate in ‘real time’.

Results

The Glen Medical Group is very pleased with its new telecoms solution. Lynn Crutwell, Practice Manager, said:

“We are delighted with our new telephone system from Russell Telecom. From quote to installation the process was seamless.”

“The engineers were first-rate, efficient and helpful, managing to complete the whole installation with no disruption to the surgery.”

“The call recording feature has already helped us to resolve issues and identify staff training needs.”

“The monitoring feature is invaluable in planning staff requirements and improving efficiency for the practice.”

Religious Organisations

“We are really pleased with the service we received from Russell Telecom, our account manager is very knowledgeable and made the process of upgrading our system straight forward. The Engineers and Training Co-ordinator carried out the installation with little disruption and have provided excellent aftercare. We have noticed a big saving in call spends which will allow us to utilise the savings elsewhere. It was a big decision when looking at budgets for our refurb and I am pleased we chose to invest with Russell Telecom.’

Neringa Baguckiene, Finance Manager

Newcastle Cathedral

Industry Church
Solution NEC SV9100

Background

The earliest church on the site was probably constructed in around 1091 and was bestowed cathedral status by Queen Victoria in 1882. The Cathedral Church of St Nicholas is an iconic landmark of Newcastle Upon Tyne with a wealth of history to provide to the city.  The Cathedral has recently undergone a major refurbishment to uphold such a long standing history, they host a lot of public events and to effectively manage these, a telephony upgrade was budgeted into the refurbishment.

Requirements

The Cathedral Church of St Nicholas had invested a lot into the refurb, therefore when looking at a telephony upgrade, it was essential that ongoing cost savings were to be made, as well as a more flexible and easier managed telephone solution. The old ISDN connectivity was replaced with SIP lines, with free UK calls, support costs were reduced and greater flexibility is now possible to accommodate the fluctuating work patterns and demand from public eventsAdditionally, the system must be installed with minimum downtime during operating hours.

Solution

Russell Telecom installed our award winning SV9100 IP platform, housed on site, the advanced SV9100 core controller and connected SIP lines provide significant monthly ongoing cost savings. Advanced call queueing and 8 modes of service were provided to accommodate changing work schedules, this allowed the organisation to manage the diverse distribution of calls, easily and simply with the press of a button. We provided the customer with Webpro admin software, enabling staff to easily amend system settings with full support from our highly trained service team, always available on the end of a telephone, if required.

Results

The Cathedral Church of St Nicholas are delighted with their new solution. Neringa Baguckiene, Finance Manager, said:

‘We are really pleased with the service we received from Russell Telecom, our account manager is very knowledgeable and made the process of upgrading our system straight forward. The Engineers and Training Co-ordinator carried out the installation with little disruption and have provided excellent aftercare. We have noticed a big saving in call spends which will allow us to utilise the savings elsewhere. It was a big decision when looking at budgets for our refurb and I am pleased we chose to invest with Russell Telecom.’