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IP Telephony solution for Euler Hermes spanning three major sites
Background
 Euler Hermes' UK Headquarters are based in Canary Wharf
London, with two main offices in Manchester and Birmingham.
Euler Hermes is the world's premier credit insurer, offering
solutions for the management of trade receivables.
The Challenge
Over the past 5 years Euler Hermes’ HQ has undergone a
high number of adds moves and changes with office staff
moving off site to other offices and back again. Each site has
its own PBX infrastructure, their HQ office PBX has been
leased and maintained from BT whilst PBXs at Manchester
and Birmingham are wholly owned.
Euler Hermes wanted to reduce telecoms costs in addition to
investing in new technologies to future proof them over the
coming years. Their existing PBX was coming towards the
end of its useful life and contract up for renewal. They were
looking for a new provider who could support them over the
next 4 - 5 years.
Three call centres existed at Canary Wharf in addition to
legacy voice mail and billing solutions which also needed
replacing.
The time scales for project implementation were 100 days
from initial sign-off to project completion.
The Solution
 Cisilion recommended that Cisco CallManager was deployed
in a centralised design and provided telephony services for
handsets located at Canary Wharf and their remote sites in
Manchester and Birmingham across the WAN. In order to
deploy VoIP a new LAN and WAN infrastructure would be
required. It was proposed that the LAN be upgraded to
support advanced QoS features and enable in-line power to
be provisioned to the desktop to support IP phones.
Additionally the bandwidth on the WAN would need to be
increased and an MPLS infrastructure was suggested to
replace traditional leased lines. This would be very cost
effective and have greater flexibility for additional sites to be
added to the telephony network in the future.
The routers in Manchester and Birmingham also needed to
be upgraded to support Cisco's Survivable Remote Site
Telephony, so if contact to the primary call control servers
was lost handsets could continue to operate.
It was proposed that each site had local PSTN breakout for
making external telephone calls with inter-site calls
traversing the WAN. Extension Mobility was suggested to
allow users to move easily both within and between sites,
still keeping their existing numbers. Extension Mobility
would increase the security of their telecoms network,
users would have to log into their handsets in the morning
and be automatically logged out at the end of the day.
Only authenticated users would be allowed access to external PSTN services, unless there was need
for emergency calls.
Alongside the new telephony network Cisco's IPCC Express solution was recommended to meet the
needs of the three existing contact centres along with Nice's recording solution to provide real-time
monitoring and recording of their key departments such as Call Centres and Customer Services. Cisco
Unity Voice messaging was suggested for personal voicemail and group voice mail and MindCTI billing
solution to give a system overview of who people were calling.
Next section: IP Telephony case study - Implementation and benefits
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