Hi, Tim..

As you will remember, I come from the world of POTS, and as a result, am totally empathetic with the routing problems you and everyone else in telephony experience.
We also had our NOC only re-route on a one on one basis, unless of course, the carrier went down, in which case an alternate route would be immediately implemented. What people need to understand is that in order to survive, one must seek out the least cost routing that works, and stay with them so long as they perform. If you are simply going to send everything through ATT, Level3, Verizon, etc., you would maybe have better uptime, but you would have to raise your prices considerably.
In this respect, VOIP is not much different than POTS.

From inception, it appears that you are on top of running a first class operation and from the results, what you are doing is working.
For me, if I have to re-dial a number because it dropped, it's not the end of the world. From my wife, I hear about it. After all, I can't imagine anyone who owns a computer or who is on the internet, not having the same kinds of problems. I only post or submit a ticket when I think it might detail the larger scope of an impending problem.

Anyway, have the rest of a great Holiday and keep up the good work.

burris