VoIP multi-site rollout

Snapshot · Updated February 06, 2026

Rolled out a consistent voice experience across multiple locations with resilient routing and clear call-flow documentation.

Before

Each site had different call handling and inconsistent routing, creating missed calls and poor reporting.

• Inconsistent auto-attendants and after-hours rules
• No standardized extension plan
• Limited failover planning

What we changed

We standardized call flows and added resilience where it mattered most.

• Defined standard IVRs, queues, and after-hours routing
• Implemented resilient SIP routing with documented failover
• Created per-site cutover plans and training guides

Outcome

Users had a consistent experience, managers had better reporting, and failover was tested and documented.

• Reduced missed calls through proper queue strategy
• Cutover completed with minimal downtime
• Documentation delivered for ongoing support

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