Atlas Restaurant Group Improves Caller Experience Across Locations Using PolyAI and Sangoma Communications Solution 

Atlas Restaurant Group began in 2010 in Baltimore, Maryland. Since then, the group has grown into a collection of restaurant, bar, and entertainment concepts across the country. 

• Overwhelmed phone lines: High call volume led to long waits, missed calls, and inconsistent experiences across 22 locations. 

• AI call handling needed: The customer wanted PolyAI to manage common inquiries and integrate with their existing CommUnity system. 

• SIP registration alignment: The teams needed to confirm the right way to register PolyAI’s SIP endpoints within CommUnity. 
• Multi-location needs: Each restaurant required its own greeting, logic, and routing. 

With help from their IT partner, Atlas Restaurant Group integrated PolyAI into Sangoma Communication Solution across 22 locations using only built-in platform features. The setup included: 

• PolyAI connected through two SIP endpoints: Ensures the AI stays available by switching between PolyAI’s primary and secondary data centers. 

• A shared CommUnity queue for AI call handling: Allows PolyAI to answer multiple calls at the same time, even during busy hours. 

• Location-specific call tagging: Each restaurant flow sets the CallerID Name so PolyAI greets callers correctly and loads the right profile. 

• Standard SIP transfers back into CommUnity: Lets PolyAI move callers to the right extension, ring group, or voicemail based on what they say. 
• Voicemail fallback: Guarantees callers reach the restaurant even if all AI endpoints go offline. 

• Natural, human-like call handling: PolyAI greeted callers by the correct restaurant name, answered detailed questions, and completed common requests like lost-and-found, large-party reservations, and catering inquiries without waiting for staff. 

• Consistent service across 22 sites: Each location maintained its own logic, branding, and routing—while sharing one unified integration. 

• Fully redundant AI answering system: Dual data center failover ensured near-perfect reliability and uptime. 

• Scalable and repeatable integration model: This setup gives the customer a clear blueprint they can use to roll out the same AI-driven call handling at any new location. 

“PolyAI’s integration with Sangoma’s Communications Platform is outstanding! The AI seamlessly manages calls across all our locations, mimicking a real-life receptionist, and it’s impressive. It has significantly reduced our team’s workload and created a smooth experience for our guests. It’s a game-changer!” – Renita Wilson, Office Manager