The challenge
The customer is a Bahamian gaming house with multiple branches. Calls come in for many different teams: reception, the cashier cage, individual departments and each branch. The business needed one phone system that connected the head office and every branch, and made sure callers reached the right place, including after hours.
What we built
Formartiq hosts and manages a 3CX phone system for the business, with 47 extensions across the head office and branches.
The head office connects through an on-site session border controller (SBC), and branch desk phones connect remotely to the same hosted system. Staff use Yealink desk phones.
- An AI receptionist on the main linethat routes callers to departments, branches or extensions
- A reception queue and dedicated routing for the cashier cage
- After-hours routing and handling for unanswered calls
- One system for head office and every branch, managed by Formartiq
How it works now
Callers to the main lineare greeted and routed by the AI receptionist, and calls for reception and the cashier cage follow their own routing. After hours, and when a call goes unanswered, calls follow defined rules instead of ringing out.
Formartiq hosts and manages the system, including extensions, routing changes and support.
