In a past life I had the privilege of running contact center operations at a leading pharmacy benefits management (PBM) company. Not long ago we experienced an extended PBX outage due to some required maintenance from our vendor that did not go as planned. To minimize service level impact we scheduled this work to occur late at night, but as the patching process failed, the outage extended into our high volume hours. The patch back-out process repeatedly failed and it was determined the PBX software would all have to be re-loaded from scratch, along with literally hundreds of patches, and we needed a way to allow our customer calls to be answered quickly. With stringent Service Level Guarantees contracted with our customers, including fiduciary penalties if not met, we knew we needed to come up with a quick plan to keep the calls flowing to our agents.