Filed Under:

  • Solution: Voice
  • Application: VoIP Telephony
  • Market: Cities and Towns, Government

Hopkinton’s New Approach to VoIP Migration and Maintenance Pays Long-Term Dividends for Town - and for 2014 Boston Marathon

In 2013, the Town of Hopkinton faced the major challenge of replacing an aging and inefficient phone system for all town buildings, departments, and users—within tight operating budgets, without disrupting operations, and ensuring that it could meet the needs of public safety.


  • Consolidate and integrate fragmented phone system, connecting all town buildings
  • Provide municipal staff with additional functions (voicemail, email, call forwarding, four-digit dialing)
  • Improve customer service and response times
  • Centralize voicemail and system management
  • Upgrade legacy Centrex lines
  • Ensure reliable, robust communication capabilities for day-to-day use, public safety, and the annual marathon—within existing operating budget with no capital costs


  • Perform comprehensive analysis of monthly telephone/carrier costs
  • Identify monthly savings from migrating away from Centrex lines and transitioning to VoIP telephony
  • Implement Avaya IP Office™ Platform with Mobile Twinning and voicemail-to-email functionality
  • Connect town buildings via a single platform and integrated communications system
  • Designed and programmed touch panel-driven custom control systems