Stone Hardy: Resilient Communications for a 24/7 Emergency Service

Stone Hardy provides servicing and repair for commercial and passenger-vehicle tail lifts and shutters. Its teams operate 24 hours a day, 365 days a year from regional locations around the UK, so telephone availability is part of the operational service rather than a simple office convenience.

Intuity was appointed to deliver a new Avaya IP Office environment across six main hubs while protecting a business-critical emergency breakdown IVR.

The requirement

The design included 170 handsets across six hubs. The two main Avaya systems were located in Northampton and Manchester and linked over IP to provide extension-to-extension dialling and shared presence information across the organisation.

The emergency breakdown IVR had to remain available throughout the migration, so every planned interruption needed to be tightly managed.

The solution

• Avaya IP Office at Northampton and Manchester.
• 170 phones across six operational sites.
• IP voice networking between the core systems.
• Cross-site extension dialling and presence.
• Business-critical emergency breakdown IVR.
• Documented migration, testing and rollback procedures.

Protecting a live 24-hour service

Each migration window included explicit downtime expectations, test stages, decision points and rollback triggers. This gave both the customer and engineering teams a clear view of when work could continue and when a rollback would be required.

Managing an unexpected network outage

During the Manchester migration, an unrelated network problem delayed the work. Intuity kept the customer informed and continually reviewed the agreed rollback points against the likely restoration time.

The team continued within the approved migration window. When network service returned, all telephones registered correctly and the site returned to normal operation.

Commercial control and long-term support

The additional effort created by the network incident was absorbed by Intuity so the project remained within the agreed budget. The original three-year arrangement, including maintenance, was subsequently renewed for another three years.

The result

• A connected Avaya environment was delivered across six hubs.
• 170 handsets gained cross-site dialling and presence.
• The emergency breakdown IVR remained protected throughout the migration.
• The unexpected network failure was managed without an unnecessary rollback.
• The project remained within the agreed budget.

The project shows the value of detailed rollback planning when communications support a service that cannot simply close for a maintenance window.

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