New Telephone System For Bristol Mental Health Charity – Case Study

Bristol Mind is a registered mental health charity that has been running since 1965. The charity is a mental health resource for those living in Bristol and surrounding areas, providing a wide range of advocacy services, low-cost counselling, training courses and confidential helplines.

Given the sensitivity of their work, it was essential for Bristol Mind to have a fully functional phone system they could rely on. Find out more about the system Channel Comms installed to meet Bristol Mind’s needs within their budget.

The Challenge


Bristol Mind monitor two confidential freephone helplines running 8pm – midnight most weekdays, it was of paramount importance that these phone lines remained operational throughout the installation. Equally important was that the new system needed to be installed within an industry-wide stretched budget, and installed with minimum downtime to the charities existing phone systems.

Before approaching Channel Comms, Bristol Mind had identified several features that would help improve their service to customers, these included:

Direct Dialling Inwards (DDI) – Enabling staff and other callers to speak directly to specific staff or departments, such as the advocacy service or volunteer department. Having this feature meant staff could spend less time directing calls and more time carrying out the valuable work the charity does.

Voicemail – Should a member of staff or department be unable to take a call or receive a call out of hours, a voicemail feature needed to be present to ensure the caller was able to leave a message.

Ease of Call Transfers – With several different departments and lots of staff, it was essential that calls and messages could be transferred easily throughout the charity.

‘Follow Me’ Feature – Enabling staff to move to any desk or room in the building and switch their direct dial number to the phone available to them there.

Reduction of Lines – Running 13 analogue lines that had been added over the years, Mind Bristol’s phone system was inefficient and unintuitive.

Call Logging Software – Allowing the telephone system to be easily managed ensuring the smooth day to day running of the office.

The Solution


After taking into consideration the requirements of Mind Bristol, Channel Comms provided ongoing support for the Mitel MiVoice Office 250. A Flexible, cost effective and scalable solution with a comprehensive range of features to suit small and medium-sized businesses.

Some of the key features of the Mitel MiVoice Office 250 that made it ideally suited to Mind Bristol were:

      • Possibility to ‘pair’ business mobiles with desk phones to ensure staff never miss important calls.
      • Voicemail forwarding systems allowing employees away from their desks to be notified of any new voice messages via email.
      • Unified voice messaging with an automated
      • ‘Meet Me’ conferencing, allowing users to dial other phones into a conference call.
      • Automatic call distribution, ensuring callers got through to the right department.
      • DID compatible.

In addition to full project management of the system installation and ongoing maintenance, Channel Comms provided full training for members of staff on how to use the new system, full-on site and remote system and diagnostic report and ever-changing feature keys on handsets as and when required.

The Feedback


The staff at Mind Bristol are delighted with their new system and have already found it has had a positive impact on their overall efficiency.

Talk To The Experts


At Channel Comms, we understand that no two businesses are the same – so why would their telecoms requirements be?

To find out more about what makes us different, or to discuss your individual requirements – call one of our team free today on 0800 856 6900 or email