The customer wanted a solution that allowed them to cascade incoming calls to agents working from home during the lockdown. They had an existing TFN terminating on the customer PBX. However, they wanted to migrate to a TTBS TFN and dismantle the current TFN setup, as they were facing service issues with the same.
The customer required a two-level interactive voice response (IVR) system with 0-9 options selection. The solution had to ensure that calls to the TFN landed on the cell phones of the agents working from home. It also needed to have a better uptime and SLA.