Western Filters
A manufacturer on an ageing Avaya IP Office, paying a callout fee for every fault. Seventeen users moved to Cititel Cloud, and faults are now sorted remotely.
The problem
Western Filters, on Forge Street in Blacktown, had an Avaya IP Office phone system installed years earlier. The system worked, but maintenance was expensive. Any fault needed a site visit with a callout fee, and the delays cost them. A loose cable or an NBN outage would break phones for hours while they waited for someone to walk the floor.
What we installed
We moved all 17 users to Cititel Cloud with Fanvil V66 Pro handsets. The system includes a professionally scripted and voiced auto attendant that routes calls to four departments. Public holiday messaging gets updated every year so customers always hear the right greeting.
A flashing strobe light in the warehouse helps staff notice incoming calls when the noise is loud.
What changed
Faults now get fixed remotely, usually within minutes. An unplugged cable, an NBN outage, a user who has muted themselves by accident. All of it is diagnosed and sorted without a visit. That means customers connect immediately, not later. The auto attendant handles volume without extra staff. And the handsets work over the existing network without needing new cabling.
Free remote support means they can call Cititel when something goes wrong, and it’s fixed in minutes instead of hours.