The Client
Atlas Restaurant Group was established in 2010 in Baltimore, Maryland. Since then, the group has expanded into a collection of restaurants, bars, and entertainment venues across the country.
Atlas Restaurant Group was established in 2010 in Baltimore, Maryland. Since then, the group has expanded into a collection of restaurants, bars, and entertainment venues across the country.
Business Challenges
Overloaded phone lines: High call volumes led to long waits, missed calls, and inconsistent experiences across 22 sites.
Need for AI call management: The client wanted PolyAI to handle routine inquiries and integrate with its existing CommUnity system.
SIP registration alignment: Teams needed to confirm the correct method for registering PolyAI SIP endpoints in CommUnity.
Multi-site needs: Each restaurant required its own greeting, logic, and routing.
Sangoma Solutions
With help from its IT partner, Atlas Restaurant Group integrated PolyAI into the Sangoma Communication Solution across 22 sites using only the platform’s native features. The configuration included:
With help from its IT partner, Atlas Restaurant Group integrated PolyAI into the Sangoma Communication Solution across 22 sites using only the platform’s native features. The configuration included:
PolyAI connected via two SIP endpoints: Ensures AI availability by switching between PolyAI’s primary and secondary data centers.
A shared CommUnity queue for AI call handling: Allows PolyAI to answer multiple calls simultaneously, even during peak hours.
Site-specific call labeling: Each restaurant flow sets the caller ID name so PolyAI greets callers correctly and loads the right profile.
Standard SIP transfers to CommUnity: Allows PolyAI to direct callers to the right extension, ring group, or voicemail based on their requests.
Fallback to voicemail: Ensures callers can reach the restaurant even if all AI endpoints fail.
The Results
Natural, human-like call handling: PolyAI greets callers with the correct restaurant name, answers detailed questions, and handles routine requests such as lost items, large-group reservations, and catering inquiries without waiting for staff.
Consistent service across 22 sites: Each site retains its own logic, branding, and routing while sharing a unified integration.
Fully redundant AI answering system: Switching between two data centers ensures near-perfect reliability and availability.
Scalable, repeatable integration model: This configuration gives the client a clear plan to deploy the same AI call management at any new site.
“The integration of PolyAI with Sangoma’s Communication Platform is exceptional! The AI seamlessly handles calls across all our sites, mimicking a real receptionist, and it’s impressive. It has significantly reduced our team’s workload and created a smooth experience for our customers. It’s a real game changer!” – Renita Wilson, Office Manager
Natural, human-like call handling: PolyAI greets callers with the correct restaurant name, answers detailed questions, and handles routine requests such as lost items, large-group reservations, and catering inquiries without waiting for staff.
Consistent service across 22 sites: Each site retains its own logic, branding, and routing while sharing a unified integration.
Fully redundant AI answering system: Switching between two data centers ensures near-perfect reliability and availability.
Scalable, repeatable integration model: This configuration gives the client a clear plan to deploy the same AI call management at any new site.
“The integration of PolyAI with Sangoma’s Communication Platform is exceptional! The AI seamlessly handles calls across all our sites, mimicking a real receptionist, and it’s impressive. It has significantly reduced our team’s workload and created a smooth experience for our customers. It’s a real game changer!” – Renita Wilson, Office Manager