Redline Telecom, 13 Commercial Road, Hereford HR1 2BB

Tel: +44 (0) 1432 367188

[email protected]

Founded in 2004, Coulson Read Lewis were initially a Criminal Firm, but due to exceptional growth over the past 16 years they have expanded into other areas of law such as property and conveyancing. With offices in Hereford and Leominster the firm has a strong reputation, representing clients throughout Herefordshire, Worcestershire, Shropshire, the West Midlands and further afield.

The Issue?

Coulson Read Lewis already had a cloud phone system in place in their office in Hereford but unfortunately had not had the best experience with their move to VOIP telephony. The IP handsets they had in place were of a really poor quality with calls sounding faint and distant. Also, no real staff training had been given on the system meaning the team were unable to get the most from it and use it effectively to help the practice and their clients.

The Response

We completed a full site survey and had a number of meetings with the practice team to fully understand the issues and limitations they were having with their current system and more importantly what they wanted from their new system. We provided an on-site demo of our proposed system as part of this process which enabled Coulson Read Lewis to ensure it met all their requirements. The team at Redline then put together a detailed action plan to make the move to the new system as simple as possible, ensuring there would be no downtime as part of the process and the existing telephone numbers could be ported over to the new system.  

The Solution

The Redline team installed a new Ericsson LG iPECS Cloud phone system into the Hereford office to replace the existing VOIP system. The Ericsson LG handsets supplied all have HD voice capability meaning the call quality was much better than the previous IP handsets. A full HD touchscreen handset was also supplied for the practice’s receptionist, Gail, so she could easily answer and transfer calls with a touch of a button.

Full staff training was also provided as part of the installation to ensure the whole team could get the most from their new Ericsson LG handsets and make the transition to the new system as simple as possible. Training was also provided for the iPECS Cloud Online Management portal giving the practice the option to make configuration changes to the system themselves and access things such as call recordings.


  • Ericsson LG iPECS Cloud hosted VOIP system
  • Ericsson LG LIP 9071 touchscreen reception handset
  • Full staff training & ongoing maintenance
  • Call recording
  • Online management portal


I’m absolutely delighted with the new system that Ed and the team have implemented. The new handsets are really easy to use and have made our lives far easier. The training Nick gave us was extremely helpful when making the transition to the new system and the ongoing support & maintenance is brilliant for whenever our staff have a query.

Mark Thompson - Partner

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