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Case Studies

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CDM Delivers Mission Critical Telephony Services for Key Australian Government Agency

Australian Government
CDM Delivers Mission Critical Telephony

Australian Government Agency Improves its Telephony Service

BACKGROUND:
With nearly 100 locations distributed nationally, an Australian Federal Government department required a modern telephony solution to ensure critical communication between each site. The department requires all project management, deployment, and logistics to be managed by CDM.

CHALLENGE:
The department has a strict requirement for near 100% uptime in order to deliver their critical service. Staff numbers change greatly and can double during peak project periods, therefore any system must be scalable. Security is of utmost importance and no standard internet service can be used to deliver the service, including cloud-based servers.

SOLUTION:
Understanding the importance of network resiliency, CDM designed a solution utilising a secure MPLS network with multi-vendor fixed-line services and automatic LTE failover. All sites are connected to two geographically separated data centres where resilient Mitel servers are installed.
Multiple SIP trunks were connected to each datacentre which has the ability to modify the number of channels at any time allowing for the expansion of services when required.
A contact centre solution was implemented for an internal support queue as well as enable intelligent call routing for each office via a single contact number.

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