// Managed Voice — Use Case
Multi-Location Call Routing under one dial plan
Connect every office, remote worker, and call center queue under a single unified phone system — so your customers always reach the right person, regardless of where they're sitting.
When each office has its own phone system, calls get lost, transfers fail, and your callers feel the friction. InfoNetworks designs a unified dial plan that spans all your locations, time zones, and team structures — with overflow routing, follow-the-sun scheduling, and skill-based queuing built in from the start.
// What We Deliver
One system, every location
Unified Dial Plan
Every location shares the same extension numbering, ring groups, and auto attendant logic. Employees transfer calls between offices with a 4-digit extension — no 10-digit dialing, no dead transfers.
Time-of-Day & Follow-the-Sun
Calls route to whichever office is open. When your East Coast team ends their day, calls automatically shift to the West Coast — or to an after-hours answering service — without any manual intervention.
Skill-Based & Overflow Routing
Route calls to agents by skill, language, or department. When queues back up at one location, overflow automatically engages the next available team — your callers wait seconds, not minutes.
// How It Works
Designed around how your business actually routes calls
We start by mapping every inbound number, every ring group, and every call flow in your current environment. From there we design a unified dial plan that accounts for business hours, location-specific teams, and failover scenarios — then build and test it before a single call is moved over.
Step 01
Call Flow Discovery
We document every inbound number, department, ring group, and routing rule across all locations. This uncovers inconsistencies between sites and identifies gaps that need to be resolved before unification.
Step 02
Unified Dial Plan Design
We design a single dial plan that spans all locations — common extension ranges, shared ring groups, and a consistent auto attendant structure. Time-of-day rules and overflow targets are configured at this stage.
Step 03
Build, Test & Validate
We build the dial plan in a staging environment and run it through a full call-flow test matrix — every inbound number, every transfer scenario, every overflow trigger — before anything goes live in production.
Step 04
Cutover & Ongoing Optimization
Cutover happens location by location to minimize risk. Post-launch, we monitor call completion rates and queue metrics, and tune routing rules as your business hours, team structure, and volume patterns evolve.
// Who It's For
Right for you if...
This use case fits businesses with two or more offices that currently run separate phone systems — each with its own carrier, its own auto attendant, and no shared visibility. It's also a strong fit for companies with remote or hybrid teams that need to present a unified phone presence regardless of where employees are working. Industries like healthcare, legal, real estate, and professional services benefit especially, where routing the right call to the right person quickly is directly tied to client experience.
// FAQ
Common questions
Q
Can we keep different phone numbers for each office?
Yes. Each location keeps its own published numbers and local presence. The unification happens behind the scenes — callers dial the same local numbers they always have, but internally every office is connected on a single platform with shared extensions, ring groups, and visibility.
Q
What if one location loses internet — do they lose their phones too?
We build failover into the dial plan from the start. If a location loses connectivity, calls automatically reroute to another office or to mobile numbers on an on-call list. We can also provision cellular failover for the site so that POTS lines or 5G backup keep voice alive even when the primary internet circuit is down.
Q
How do employees transfer calls between locations?
With a unified dial plan, employees dial a 3- or 4-digit extension regardless of which office the recipient is in. Blind and attended transfers work the same way. No 10-digit dialing, no call dropping mid-transfer. If someone's extension goes unanswered, the transfer can roll to voicemail or to another ring group automatically.
// Ready to unify your offices