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Paultons Park

swcomms provides Paultons Park with a resilient and scalable replacement IP telephone system that will never become obsolete.

Paultons Park is a family theme park located in the New Forest, Hampshire. As well as being home to Peppa Pig World, Paultons features rides and attractions, including rollercoasters, a log flume, 4D cinema, a water park and adventure golf, as well as birds and animals all amid 140 acres of beautiful parkland. In addition, Lost Kingdom, a major new attraction opens in May 2016 which includes six new rides in a highly-themed four-acre site.

Obsolete telephone system
Paultons Park turned to swcomms when their existing, obsolete Nortel BCM 450 telephone system began to cause them concern. It was no longer supported by the manufacturer and did not have any capacity for growth which was a particular problem as the Park was continuing to grow with new developments planned. The phone system serves 190+ extensions and is a vital part of the Park’s infrastructure as they rely on it to communicate with staff across its numerous theme park locations. As part of any new solution, Paultons wanted to make the most of their previous investment in a 100Mbps leased line, so they were considering migrating from traditional ISDN telephone line services to cost-effective SIP trunks. They also wanted to utilise their evolving onsite wired and wireless IT infrastructure to replace the ageing cabling that was used by their current telephone system.

swcomms installed a Mitel Connect communication platform for Paultons to provide an immediate and significant improvement on their existing telephone system and to meet the needs stated above. The Mitel solution is scalable – it can accommodate up to 20,000 users across 500 sites if necessary – and offers unrivalled resilience with no single point of failure. The solution has been dispersed throughout the site to ensure that individual cabinet failure will not affect other areas of the theme park. The Mitel solution’s core server was virtualised on the Park’s Hyper-V server to take advantage of the resilience Paultons already had in place.

The Mitel solution’s capacity represents a futureproof investment on its own but coupled with a lifetime of software updates, Paultons knew they would also never have to deal with system obsolesance ever again. All users can be centrally managed by the Paultons’ IT team to reduce the total cost of ownership (TCO) of the soluton. The overall TCO represents the initial deployment investment plus the ongoing costs, such as power consumption, management and the cost of future additions/enhancements. Independent market research has shown these are significantly reduced with a Mitel solution.

Improved functionality
The Mitel solution provides Paultons with improved functionality. The theme park had previously used a rather cumbersome voicemail messaging system, which again could no longer be maintained and represented a single point of failure. Mitel’s voicemail application includes a customised informational greeting that they can manage themselves, both on site or remotely, while also offering an automated attendant to direct callers to the most appropriate department. Internal communication has been enhanced with easy transfer of calls using a company-wide directory. The Mitel solution provides seamless and simple hotdesking too to ensure every user is easily accessible regardless of their location.

By using the Mitel mobility platform, staff can roam across the park and use the Wi-Fi to seamlessly answer calls on their smartphones as a fully integrated part of the phone system. Due to the nature of the site, this was seen as a particular advantage. Our engineers connected the Mitel solution to the existing LAN infrastructure and installed a firewall to protect Paultons from any threats that may intrude on their network via their new SIP channels.

swcomms’ PRINCE2-accredited project management team and engineers deployed the solution and accommodated some very specific needs that Paultons specified to ensure the new telephone system fitted in with a number of the Park’s longstanding and well-established safety procedures. As well as thoroughly testing the solution before it went live, swcomms delivered a training programme to educate the administrators of the new solution as well as providing in-depth ‘train the trainer’ courses which will then be cascaded down to every user. This meant both the solution and its users were fully prepared by go-live day. Paultons have a dedicated account manager who will deal with any ongoing queries or additional requirements they may have. They are also safe in the knowledge that they only need to call our service desk in the event of a fault and we will promptly come to their aid, either remotely or on site, with a full stock of parts at our disposal.

Simon Butler, central services manager, at Paultons Park, said: “I would like to thank the project manager and all the engineers who attended site and worked on the install remotely for their professional approach and attitude. The lead engineer showed a professional attitude and also an excellent knowledge of the product he was actually installing. His customer and third party communication was also very good, going above and beyond at times to ensure the project was delivered on time and ready for the go-live date.

“It was my first real experience of a phone system replacement of this scale and I must say I am very satisfied with the phone system that has been delivered to us. The training delivery was excellent, tailored to suit a wide array of users. I look forward to receiving the same level of service after being handed over to the support and maintenance teams, which I am sure will be the case.”


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