Melbourne IT provider wraps up telephony project for Airmaster

Melbourne IT provider wraps up telephony project for Airmaster

Replaces Cisco telephony with 3CX

Nick Ower (Alink) and Eddie Borg (Alink)

Nick Ower (Alink) and Eddie Borg (Alink)

Credit: Alink

Melbourne-headquartered IT solutions provider Alink has unified the telephony system of Airmaster Australia throughout the country.

Airmaster is a heating and ventilation services provider with 14 branches across Australia and more than 700 employees.

The company was experiencing poor inter-site presence, expensive and restrictive licensing model and having trouble managing support, hardware procurement and carriage services all through different providers. 

Airmaster was also restricted by a proprietary voice solution and high call costs according to Alink technical director Nick Ower.

"Traditional PBXs were used at each site through proprietary Cisco telephony solutions along with a mixture of ISDN [integrated services digital network] and PSTN [public switched telephone network] services used for voice carriage," Ower said.

To reduce the call costs, Alink converted Airmaster legacy system to  from 3CX. The company has now an open standard VoIP solution to allow for future growth and flexibility.

The project took six months from planning, procurement to staged rollout.

Initially, six primary sites were migrated with each site being linked through one central PBX helping Airmaster manage its call flow and office presence visibility whilst reducing the cost of calls between offices.

With 3CX, Airmaster could replace its aging video conferencing equipment by utilising WebRTC through the included 3CX web client video conferencing facilities.

Call costs have been reduced through the conversion from a mixture of copper technologies (ISDN and PSTN) to VoIP. This has been further enhanced by the use of the 3CX Soft client being installed on mobile phones used by service technicians.

"Technicians and internal staff can now call each other via the phone system as a free call as opposed to making calls to and from the landline to the technicians mobile," Ower said.

"By utilising managed serverless architecture, the customer no longer needs to be concerned with aging infrastructure and expensive maintenance agreements."

Advanced call reports has provided actionable analytics which were previously unavailable.

3CX was established in 2005 in Cyprus and offers a software-based PBX for Windows, Linux and cloud. The company claims 10,000 partners and 50,000 customers worldwide including American Express, Pepsi and Harley Davidson.

Alink was established in 2003 and has offered 24/7 helpdesk, IT consulting, PBX and VoIP services among others.

Alink merged with Hosted BPX, WAN and IT consulting services provider, Microwire, in 2015. The company has gone from a local to a national company and is now present in New South Wales and Queensland.

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