Sofa.com Case Study
A resilient national voice platform using separate Gamma and Voiceflex SIP services to protect showroom communications.
Protecting customer enquiries and showroom calls through dual-carrier voice resilience
Sofa.com serves customers through a network of showrooms located across the United Kingdom. Telephone communication remains important for product enquiries, showroom appointments, order updates, delivery coordination and internal collaboration.
Intuity supports approximately 150 users through an Avaya IP Office environment. Gamma SIP trunks provide the primary voice service, while a separate Voiceflex service provides carrier diversity and additional resilience.
The challenge
A national retail business cannot treat voice connectivity as a single-site service. Calls may be directed to showrooms, customer-service teams or central departments, and a carrier failure could prevent customers from reaching the organisation at an important point in their buying journey.
The solution therefore needed to support consistent call handling across the showroom estate while reducing the operational risk associated with depending on one telephone carrier.
The resilient design
- Avaya IP Office providing central call control and user features.
- Gamma SIP trunks operating as the primary inbound and outbound service.
- Voiceflex SIP trunks providing an independent secondary route.
- Alternative call-routing patterns prepared for carrier or circuit incidents.
- Shared dial plans supporting showrooms and central business teams.
- Maintenance and technical support managed by Intuity.
Migration and acceptance testing
Intuity documented the company’s telephone numbers, showroom destinations, opening hours, call queues and escalation routes before configuring the platform. A staged migration approach allowed representative user groups and selected showrooms to be tested before wider cutover.
Acceptance testing covered the core calling and resilience functions required for normal operation, including inbound and outbound calling, number presentation, call routing, voicemail and the documented alternative carrier path.
Business continuity
Gamma remains the preferred route during normal operation. If the primary service becomes unavailable, pre-agreed routing can use Voiceflex to preserve essential calling and reduce the likelihood of a national voice outage being caused by one supplier incident.
The use of separate carriers also gives Intuity more options when managing planned maintenance, number routing changes or a wider network event.
Trusted ongoing support
Intuity maintains the Avaya platform and supports number changes, user moves, call-flow updates and incident management. The long-standing maintenance agreement provides Sofa.com with access to engineers who understand the existing design and the operational importance of showroom communications.
This retained knowledge helps changes to be completed more quickly and allows incidents involving either carrier to be coordinated through one trusted communications supplier.
The result
- Approximately 150 users operate through a common Avaya IP Office platform.
- Showrooms receive consistent call-handling features across the United Kingdom.
- Gamma supplies the normal primary SIP route.
- Voiceflex provides carrier diversity and an alternative call path.
- Documented recovery routing reduces dependence on one voice provider.
- The maintenance agreement preserves platform knowledge and supports controlled change.
- Intuity continues to operate as a trusted communications supplier.