UNC VoIP TRANSITION OVERVIEW AND USER INFORMATION

UNC VoIP TRANSITION OVERVIEW AND USER INFORMATION UNC-ITS Communication Technologies (Comm Tech) is now in the process of transitioning the University s current AT&T Centrex telephone service to the new Verizon Business Hosted IP Centrex (HIPC), or, Voice over IP (VoIP) phone service. This multi-year project involves approximately 20,000 campus telephone lines and associated services (excluding campus voicemail the current AVST voicemail system will continue to be used for both Centrex and VoIP customers.) Since the University is changing telephone service providers, customer telephone numbers must be ported to the new service provider (Verizon), in addition to the installation of new VoIP telephone sets for every current campus Centrex customer. Porting activities are being conducted on a per-building basis and generally take 60 days to complete. Your department s designated point-of-contact for the VoIP transition will be contacted well in advance to schedule and coordinate all activities. The following sections outline what to expect during the transition process. TELEPHONE NUMBER PORTING On this day, phone numbers will be moved, or ported to Verizon Business this means that when the port of phone numbers is completed, the existing legacy (Centrex) phones will no longer work and the new VoIP phones will begin working with the same, ported phone number. Throughout the day on port day, ITS Comm Tech and Verizon Business staff will be placing test calls to all phones, in addition to having staff on-site for trouble resolution and support. For issues that are not resolved on port day, please submit a Remedy ticket to ITS Tel-Services, or, visit http://help.unc.edu and submit a help request. NOTE: Customers are responsible for removing their old phones and placing them in recycle bins that will be strategically located on-site. Typically, these bins are placed near the elevators unless a specific request has been made to locate them elsewhere. More information on where to locate these bins will be provided to your departmental point-of-contact. Once the new VoIP phones are working, it is recommended you remove your old phone. PHONES Departments have the option to choose the phone model that is desired for the transition. The Aastra 6731i phone is the standard/basic phone model and the cost for this phone is included in the monthly phone line rate of $14.50 - no additional monthly costs are incurred for this phone. Unless otherwise requested by the customer, the Aastra 6731i phones will be installed in all areas. Other Aastra phone models and Polycom conference phones are available, but at incremental higher monthly costs. Visit https://its.unc.edu/voip for more information, including pictures of phones, links to datasheets and brochures, and cost information. Customers can continue to use their existing analog Polycom conference room phones and/or cordless phone systems with the VoIP transition. ITS Comm Tech staff will use an analog terminal adaptor (ATA) for use with these phones. Be sure to identify these requests during the planning phase of the VoIP transition. UNC VoIP TRANSITION OVERVIEW AND USER INFORMATION (031113) 1

Customers must indicate phone model choices that are other than the Aastra 6731i phone during the planning phase of the transition, but no later than 3 weeks prior to the port date. Requested changes after this time will occur after the transition is completed, and those changes/upgrades will incur routine one-time charges at the labor rate of $70.00 per hour. PHONE NUMBERS Unless otherwise requested, phone numbers will remain the same. We are working closely with AT&T and Verizon Business to port phone numbers from AT&T to the Verizon Business database. The date of the telephone number port for each building transition will be coordinated with your building/departmental point-of-contact. Porting can take anywhere from 30 minutes to all day to complete. We recommend you plan that phone services could be impacted as early as the night prior to the port date and the entire day of porting. We have noticed that on the night prior to a port, phone numbers that are scheduled to port cannot be called by a VoIP phone. This occurs due to changes that are being made to both the AT&T and Verizon database. Once porting is completed, most of these issues are resolved. Once a phone number is ported to Verizon Business, your AT&T Centrex phone will no longer work. We will have recycle bins on site where faculty/staff can drop-off their legacy Centrex phone for pick-up by ITS. Locations of the bins will be provided to the departmental point-of-contact in advance of the port date. VOICEMAIL Voicemail boxes will remain mostly unaffected. The only change is to the voicemail access phone number. The new number to access VoIP mailboxes is 919-428-2828 (a change from 919-962-6200). Customers can connect to their voicemail box by selecting the Voicemail button at the top right-hand side of their phone and entering their mailbox number. All current user greetings, recordings, and messages are retained during the transition. See the attached instructions for setting a new voicemail box (only for new customers) and for the CallXpress voicemail Quick Reference Guide, or, visit http://its.unc.edu/voip for more information. FAX LINES AND FAX MACHINES Fax numbers are porting and changing to VoIP. They will follow the same dialing instructions provided below. Please be sure that any speed dials loaded into a fax machine are changed to match the new 10- digit dialing requirement. NOTE: Fax machines will require programming modifications to accommodate the move to VoIP. See below for a list of settings that will need to be changed on all fax machines and note that it is the department s responsibility to change programming of fax machines. Carolina Copy fax machines programming modifications will be completed prior to port date. No additional settings or programming is required by the end-user. Other model fax machines will be the responsibility of the department for configuration changes. UNC VoIP TRANSITION OVERVIEW AND USER INFORMATION (031113) 2

Required fax machine programming changes: On the fax machine, make sure ECM (Error Correction Mode) is disabled if it's an available feature-- not all fax machines will have this feature. On the fax machine, make sure the fax modem baud rate (transmit and receive) is set to 9600 bps or lower. Again, not all fax machines will allow you to change this. If users are encountering problems sending long-distance faxes, they may need to enable the "Overseas Mode" on the fax machine. This mode will accommodate noise and static on the line. This feature (on most machines) will automatically disable itself after the fax is sent. On the fax machine, make sure the resolution setting is set to "Standard". OUT-GOING CALL RESTRICTIONS Domestic long-distance (LD) and local calls are included in the base monthly service rate. Please be sure to indicate during the transition planning phase what restrictions, if any, should apply for outgoing calls for your group or department. TOLL-FREE NUMBERS Be sure to identify all toll-free numbers for your group or department during the transition planning phase these numbers will need to be moved to Verizon Business for routing. HOW TO USE YOUR AASTRA PHONE Please print the attached PowerPoint presentation for instructions on how to use your new VoIP phone. You can also visit our website at http://its.unc.edu/voip for detailed information, and a WebEx audio version of the attached PowerPoint presentation. SPEED DIAL Customers have the ability to program up to 100 phone numbers with associated speed dials. Program: Dial *75 and wait for secondary dial tone. Dial the 2-digit speed dial code (00-99) plus the 10- digit phone number. Dial: *(00-99) (2-digit speed dial code) CALL FORWARDING Activate: Select Call Forward On which is labeled at the top of your phone, or, dial *72. De-activate: Select Call Forward Off which is labeled at the top of your phone, or, dial *73. DIALING INSTRUCTIONS It is very important to note the new dialing instructions below and distribute this information as appropriate so that everyone with a new VoIP phone line has an awareness of how to dial other UNC VoIP TRANSITION OVERVIEW AND USER INFORMATION (031113) 3

phone numbers in particular those that are not yet transitioned to VoIP (i.e. other campus phone lines). NO DIAL PREFIX (7) IS REQUIRED 5-DIGIT DIALED CALLS WILL NOT COMPLETE BETWEEN THE NEW VOIP PHONE SYSTEM AND THE LEGACY CENTREX PHONE SYSTEM CUSTOMERS MUST DIAL THE FULL 10-DIGIT PHONE NUMBER (AREA CODE PLUS THE 7-DIGIT PHONE NUMBER) Emergency: 911 VoIP phone to VoIP phone: 5-digit abbreviated dialing / dial the last five digits of the telephone number Local Calls: 10-digit local phone number (area Code plus the 7-digit phone number) Domestic Long Distance: 10-digit phone number (area code + seven-digit phone number) *Note the 1 is not required to place this call. Toll-Free: toll-free exchange and phone number (800/888/877/866/etc. plus the 7-digit phone number) *Note the 1 is not required to place this call. International Calls: 011 + country code + city code + local phone number Hearing Impaired: 711 Nationwide Directory Assistance: Blocked from all campus phones Operator Assistance (0 or 00): Blocked from all campus phones HEADSETS Customers can continue to use their existing Plantronics headset with the new Aastra phones. The Aastra 6731i phone requires a modular adaptor. The Aastra 6755i phone requires either a modular adaptor, or, a modular headset cord. See the attached PDF on Headset Setup and Configuration on Aastra 6731i phones. Note that customers will need to set the audio mode in their phone to accommodate the use of the headset. Aastra 6755i and 6757i phones have a separate RJ-9 headset connection on the back of the phone. Aastra 6731i VoIP phones require a headset that uses the Plantronics M22 amplifier base. Aastra 6755i and Aastra 6757i phones require a headset cable adaptor. Headset types and one-time costs: Bluetooth unit (base and head piece): $262.08 Bluetooth HS Handset Lifter: $70.39 Bluetooth Bundle (includes the handset lifter, headset, and base): $276.02 Bluetooth Installation: $35.00 Plantronics A-10 Headset Cable Adaptor: $30.05 Plantronics M22 Amplifier Base: $92.98 Plantronics H41 Headset: $82.54 Plantronics H51 Headset: $72.87 UNC VoIP TRANSITION OVERVIEW AND USER INFORMATION (031113) 4

Plantronics H51N Headset: $76.64 Plantronics H61 Headset: $74.97 Plantronics H61N Supra Headset: $103.56 Plantronics Installation: $17.50 (Note that you can choose to install the headset yourself and avoid the installation cost.) Please contact the ITS Comm Tech Customer Services Group anytime for questions and/or concerns. ITS Comm Tech Customer Services: Margaret Nance: 919-962-0346 Lynn Lloyd: 919-843-0170 Amy Miskow: 919-962-6212 Cheri Beasley: 919-962-3800 Trouble Reporting: 919-962-HELP http://help.unc.edu/ UNC VoIP TRANSITION OVERVIEW AND USER INFORMATION (031113) 5