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“Before this deployment, some of the components were resilient, but others weren’t,” said Randy Adams, Architecture Technical Specialist for Mitel. “We had localized call control in remote offices, which increased the complexity of the solution. Now, wherever we have an Internet connection and there’s a large number of agents, we have tertiary failover capability. Many agents need to be connected 24/7, and now, instead of the contact center being out of service if they lose connection, agents failover to the localized internet connection and still retain services.”