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Hi Cherie, 

I responded to you about this in another discussion forum. Here it is:

Unfortunately, multiline phone systems are not always accessible for Deaf employees and video relay services (i.e., Sorenson, ZP, Convo) don't consistently work well with this type of setup.

Although, from my own work experience, years ago when I worked at a DRS office, I handled customer communication through Sorenson (they provided equipment before mobile apps became a thing). Customers who did not have my direct number would call the main office first and the front desk learned how to transfer calls straight to my relay service line. It took a little adjustment and some education for customers but once they understood how it worked, everything went smoothly. My priority was making sure the customers were comfortable communicating with me.

Now, services like Sorenson, ZP and Convo can also help install their vrs app directly on a workplace desktop or laptop if the employee and company request it, so she wouldn't have to rely on her personal phone.

The good news is that many workplaces already use alternatives to communicate with customers if video relay service is not an effective option. She absolutely can do duties like email support, live chat or text based messaging. This kind of alternatives are widely common and accepted accommodations. 

I hope this helps and I am here if you have any other questions.

Amanda