8COM is a popular company based in Ontario, Canada. The company has been catering its customers with different types of services, solution and hardware equipment. The one of the managed services offered by the company was VoIP Phone Service to its customer who can be residential and business users. The company was using an IP PBX solution to provide the communication services to its customers. The solution had basic features to provide the communication services, but it was missing a lot of important functionalities and this was creating many challenges for the company.