Strathclyde Fire and Rescue

  • Posted on: 10 April 2015

Strathclyde Fire and Rescue switches to Tiger 2020 to improve manageability of 3000 telephone extensions at over 100 sites

2020 provides vital call trending and data analysis to help major VoIP migration whilst allowing users to embrace self service reporting tools.

Ringwood, Hampshire, UK - Tiger Communications, a leading provider of Call Management Solutions, today announced details of the first stage of a project at Strathclyde Fire and Rescue to improve its dialling plans, reduce potential fraud and support a major VoIP migration project.

As Richard Goudie, Senior Communication Engineer at Strathclyde Fire and Rescue explains, “The Cisco Call Manager we use is essential for our organisation but it doesn’t really give us the reporting we need.” As part of the Infrastructure network services team, Richard Goudie and his 8 colleagues support over 100 locations and communications for over 3000 staff across the region. Sites include large control centres in Hamilton and Johnstone that already use a Cisco Call Manager, as well as many smaller offices using a variety of PBX's with minimal IP connectivity.

The organisation is in the midst of a major migration to a full VoIP solution in a bid to reduce costs and improve the contactability needed in the delivery of critical emergency services and community health and safety initiatives. But with just 9 members in the Network Infrastructure team covering such a large and geographically dispersed organisation, the team needed a better call logging and reporting platform to help it analyse and monitor communication processes. The call management platform also needed to provide a self service element to allow the team to devolve reporting down to the key stakeholders.

After a formal tender process, Tiger 2020 was selected based on its flexibility, ease of use and compatibility with both Cisco and other third party PBX systems to provide visibility across disparate telephony systems.  “In fact, it was Cisco that recommended Tiger to us in the first place,” comments Richard Goudie and the Tiger 2020 solution was initially deployed to support two Cisco Call Manager sites.

The statistical reporting from Tiger 2020 has also helped the team to strengthen the proposal for the full VoIP implementation planned over the next year. “We need data to justify a business case and work out calling plans and the detailed reporting from Tiger 2020 has been instrumental in this phase of the project,” explains Richard Goudie.

In phase two, the Network Infrastructure services team hopes to devolve reporting down to departmental and site managers to allow fund holders to better regulate communication budgets.  “The system has proven extremely useful and has also allowed us to spot a few oddities like premium rate numbers that need to be restricted to stop abuse” explains Goudie, “moving forward, we expect Tiger 2020 to help us streamline and improve the delivery of telephony, especially as we move to a VoIP solution at more sites across the region.”

About Tiger Communications
Incorporated in 1979, Tiger Communications is a market leader in the provision of Call Management Solutions. Our customer base spans many types of organisation, including hotels, universities, councils, solicitors, financial institutions and major manufacturers, all with differing objectives and system requirements.  Tiger Communications is based in the United Kingdom, and has offices Belgium, Dubai, Mexico and Portugal.

The marketplace today dictates the necessity for integration and open system architecture, a philosophy that Tiger has continually adhered to in the development of our product range.  First-class product service & support is key to the future of any company today and Tiger Communications, acknowledging this fact, operates UK-wide engineering support including 24 hour, 365 day cover. Global support is provided through localised in-country partnerships and regional offices.  Tiger Communications has established long-term strategic partnerships with major PBX manufacturers and dealers of networks and, through advertising & market awareness, benefits from a very active direct sales channel.
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PDF icon Strathclyde Press Release.pdf185.73 KB