Should we invest?

[laureymoles]

I've acquired a project, am new to my company, and need some advice. I have looked for reviews on this system and am not having much luck. I am looking for stability experiences with this system. Our non-profit mental health agency has a Partner VS R4 system purchased in 1999. We have a receptionist who handles 150+ calls a day (they didn't want to use the AA I guess). We have 45 extensions and 20 voicemail boxes. I can decrease the workload for the receptionist by turning on AA and can increase my vm boxes for about $1,600. My biggest concern is the age of the system and availability of replacement parts if hardware fails. In addition to onsite services, our agency provides 24-hour emergency service for the entire county (kinda a mental health 911 if you will). If our system goes down, we... as well the county is in a world of hurt. I can apply for a grant as "phone funds" are available but being a non-profit we always look at cost first.

My question, do I push for a new system or work with the one we have? I don't think we have much room for expansion and I can foresee the need to expand by at least 5-10 extensions/voicemail in the near future.

Thanks for all your advice!

Laurey Moles
Alternative Paths

 

[nascomm1]

Laurey,

Parts are readily available for the entire Partner line. Could you tell us a little more about your set up? You can always expand and upgrade to the latest processor, cards and VM and salvage the existing telephone instruments as they are reverse compatible with the newer Partner systems.

Vince Caruso

 

[hbiss]

I'm not seeing how you get 45 extensions on a Partner system with a Mail VS installed but that's neither here nor there. There is no doubt you are maxed out extension and probably line wise. Upgrading to a Partner Messaging will solve your mailbox problem. Unfortunately there is no Avaya upgrade from the Partner that will add extensions unless you want to consider the IP Office. Then for sure you will be in "a world of hurt".

Considering your budget I think your best solution is to stay with the Partner, upgrade the Mail VS to a Partner Messaging and figure out how to economize on extensions.

-Hal

 

[telecomtekperson]

Contrary to Hal being a "crusty old man" aginst the IPO. Ip Office is a stable platform, and with the addition of the IP500 and rel 4.0, it is reasonably priced compared to the Partner.

If there have been no problems with the current system, I would leave it alone. BUT, maybe start budgeting for a new system, that way if the current one dies, you have some cash for a rainy day.

 

[Dexman]

Another option that may or may not be doable (depending on funding & budgets) would be to upgrade to a Merlin Magix.

Avaya recently discontinued the Magix, but any authorized vendor can supply and install properly refurbished hardware. You would also have the option of keeping your existing Partner telephone sets.

The maximum capacity of the Magix is well beyond your requirements.

 

[hbiss]

I'm still puzzeled about the 45 extensions. If the highest numbered extension is 45 then you only have 36 extensions since the first extension is 10. If that is the case you may be able to add a few more depending on the number of lines.

-Hal

 

[Dexman]

3x8 processor = 3 lines 8 extensions.
(2) 012E modules = 0 lines 24 extensions.
(1) 308EC module = 3 lines 8 extensions.
------- ---------------
6 lines 40 extensions

 

[xjswx]

Obviously she has an old Partner II with an expansion. Depending on the condition of the system and compatibilities with voicemail, I would do exactly what was stated above:

Upgrade the voicemail to a Partner Messaging (based upon compatibility), for the price, if cost is an issue.

If you upgraded to anything else, you would have to consider line issues as the current configuration is for 16 lines and 48 extensions, by the sounds of it.

Otherwise, a Magix would be the next logical step. And cheaper than an IP Office.

 

[dagwoodsystems]

I tend to agree with the way xjswx and Dexman have approached the problem.

And according to the DSM IV, the IP Office suffers from Borderline Personality Disorder (it was severly bullied in the field and had to grow up fast) and schizophrenia (it's a TDM switch or an IP switch, depending on the installation).

 

[laureymoles]

Sorry all. Typo on my part 35 extensions

Thanks for all the info!

LOL Dagwood.

 

[Dexman]

How many phone lines does the system have? We know it has 35 extensions, but the number of telephone lines hasn't been mentioned.

 

[nascomm1]

Upgrading to a Magix has my vote and the phones can be re-used.

V

 

[xjswx]

Yeah. But there are configuration issues with using ETR cards and partner phones. You are kinda limited as you can only use the first 8 ports on a 016 ETR card for those phones.

I recommend that if you do upgrade to a Magix, replace the phones too and stick with the TDL cards.

 

[TouchToneTommy]

Yeah. But there are configuration issues with using ETR cards and partner phones. You are kinda limited as you can only use the first 8 ports on a 016 ETR card for those phones.

I've never seen that limitation - I've got lots of Magixes out there with fully loaded ETR cards and Reused Partner phones. Care to elaborate?

 

[xjswx]

Maybe we just had an issue with our system we were working on, but we could only get the first 8 ports working on each ETR card we had. Since then we never set up with that cnfiguration again.

And the customer who had that system config was bought out by a bigger co. so we don't have access to the switch anymore.

 

[Dexman]

I have a Merlin Magix (R4) system with an ETR module. Can't say that I've run into any limitations. All 16 ports work fine when tested.

 

[TouchToneTommy]

Was it a Legend processor that had been upgraded to R7 or Magix RX? Perhaps was not a CKE5 before the upgrade?

 

[nascomm1]

Never had a limitation problem either. 16 ports straight across. I'll have to check which processor we have on that site.

 

[aarenot]

I would say the IPO, and the Magix are both good options, both depending on the vendor, and tech installing. If going with the Magix, make sure;
1) All ext ports are programmed regardless of if in use or not. So you can just plug in new phones when expansion is needed.
2) Complete admin training is included with admin documentation for Magix, and voicemail admin.
3) WinSPM GUI admin software is installed, and configured, and you get trained on using it included. Preferably on an stand alone dedicated PC, so upgrades to OS, etc. will not be needed. It does not need to be much of a PC, a retired work station should be more than enough.
4) plan on spending hours with project management to give the project manager all the info they need up front prior to installation for quality install.
5) If possible clear your schedule when the install is going to happen including the programming if done on site. Especially the cutover, and attend all the user training sessions, even if you split them out into multiple groups of users for training sessions. Teach the last group of users being trained yourself with the trainer there to aid you. Watch, and learn, stay out of the way, be helpful when asked, and be the installers buddy. Get him/her coffee, tea, donuts, lunch, refreshments, snacks, pizza, beer, wine, cocktails, a date, and a letter of reference on how well the install went, and how great your tech was.
This will help you control costs down the road as you will know how to do the basics from watching. Take notes, ask to be walked through setting up a new user, adding VM boxes, VM coverage for a user, buttons, etc. I may have gone just a tiny little bit overboard on how well to treat the installing tech, but probably not. I will leave that up top the other techs who read this, including any other suggestions on what might make techs feel appreciated?

Magix is not being supported by Avaya any longer so it is only reasonable to expect to get more administrator training from the installer included. Also, the Magix will be cheaper to get support on down the road as the Avaya business partners will have less margin when they can not get parts at discount from avaya any more, opening the market for support up to the independent guy more once they all buy parts from the refurb aftermarket at similiar prices.

Working with the IPO requires more IT knowledge, so the Magix may be a better fit for you.

 

[ronromano]

If its all about money, I would go with the magix. As great as I think the IPO is, its not right for every situation. Besides, you could get ETR cards for the magix and reuse your Partner phones saving you big dollars.

Parts will be around for a long long time and its a great system.