How to Successfully Expand (Not Replace) an Existing Telephone Exchange

Overview

With 148 franchises distributed throughout Spain, DECIMAS' voice network was handling such a large call volume that it required an expanded infrastructure. First, the company's Public Branch Exchange (PBX) no longer met the company's communications requirements. Second, the cabling system used in the company's head office didn't meet the enhanced category 5 standards necessary to handle the large number of incoming calls. And third, the PBX voice system was too expensive to use. An Avaya IP-PBX system was introduced into the DECIMAS' head office by Alhambra-Eidos, together with a Voice Over IP (VOIP) gateway based on components from Intel. Then an automatic operator (auto-attendant) with phonetic Spanish language voice recognition was included into the solution.