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The transition to Zoom Phone represents a foundational modernization of the University’s communication infrastructure. By migrating from our legacy on-premises systems (Siemens/Cisco) to Zoom Phone, a cloud-based telecommunications platform, we are enhancing mobility, reliability, and service flexibility across campus.

As a designated Point of Contact (POC) for your department, you are the main liaison with the ITS Zoom Phone Migration Team. Your role is to ensure the migration reflects your department’s operational needs and service requirements.  Throughout Throughout this process, POCs will be added to a dedicated Jira migration ticket for your department. This ticket is the central place where ITS will post updates, confirm information, schedule migration activities, and provide post-migration support.

POC Responsibilities at a Glance

To ensure a seamless migration, POCs are responsible for completing the intake questionnaire, which captures the following critical data points:

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Accurate reporting ensures uninterrupted service, proper equipment distribution, and preservation of departmental workflows.

Zoom Phone Devices & Hardware

Before completing the questionnaire, it is important to understand the University’s hardware philosophy for the transition to Zoom Phone:

• Zoom Phone is designed to function primarily through the Zoom Workplace app on desktop or mobile devices.

• Each user is provided one funded device, typically a headset compatible with the Zoom app.

• Physical desk phones are generally not recommended and are reserved for shared spaces, reception areas, or high-traffic locations.

• All physical device desk phone requests will be reviewed and discussed.

• Since physical desk phones should rarely be needed, they may come at an additional cost to the department.

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Section 1: The Intake Questionnaire

The intake questionnaire serves as the blueprint for your migration. The information provided will directly inform number porting, call routing configuration, hardware procurement, and system setup.

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The following sections provide additional guidance and context to assist you in completing each part of the intake questionnaire accurately and efficiently.

A. Departmental Lines: Managing Your Operations

The Departmental Lines tab captures all departmental and shared (non-personal) lines. Follow the steps below to ensure your data is complete and accurate:

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• Main office/reception lines and fax lines.

• Lobby, courtesy, and common area phones.

• ClassroomsDepartmental classrooms, labs, and training room phones.

• Conference rooms, and meeting room phones.

• Emergency phones.

• Shared, or phantom lines.
• Temporary, seasonal, or backup lines.
• Phones needed for emergencies in your area.

Step 2: Perform a Directory Audit

To ensure accurate public-facing information and internal call routing:

• Review Quick review of all departmental listings in the the UWF Campus Directory.

• Confirm that all phone numbers are accurate and up to date.

• Document any inaccuracies so that both public contact information and internal routing remain accurate after migration.

Now would be a good time to work with your department to ensure that the UWF Campus Directory information is up-to-date, but please note that we will use the information you provide in the intake questionnaire for the Zoom Phone migration.

Step 3: Confirm the Display Name for Each Department Line (Column B)

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• Clearly represents the department, phone location or line function.

• Avoids abbreviations that may confuse callers.

ITS may need to adjust the line display name to ensure uniqueness. If no Display Name is provided, ITS will default to the Purpose or Function line name listed in in Column A.

Step 4: Confirm the Location of Any Physical Phones (Column C)

• For lines that require physical phones in roomsany line where you currently have a physical phone, please provide the building and room number.

• Accurate room-level information is required for installation planning and asset tracking.

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Clear and detailed notes ensure accurate configuration and set up of proper call routing.

B. User Details: Managing Your People

The User Details tab captures individual-level information for all employees who require Zoom Phone service. This includes anyone who is currently Certified Knowledge Worker and has a UWF assigned phone number, shares a line, or answers calls on behalf of the department that will require the physical phone they currently use be converted to Zoom Phone services. 

The information collected will be used to migrate existing phone numbers, assign new numbers as needed, and configure user phone services appropriately.

Step 1: Review Staff Members

• Confirm all staff members who require phone service are listed.
• Include new hires or temporary staff who need departmental lineswill also need a Zoom Phone license assigned in the secondary section below.

Step 2: Indicate the Migration Action for Each User (Column E)

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• Keep: Retain the existing line and extension during migration.

• Delete: Remove the line; the number is no longer needed.

• Change: Indicates our records are inaccurate. Use this if a record needs updating or if a new number is required. Provide details in the Notes column.

Step 3: Confirm Hardware Needs Needs & Device Type (Column F)

Please review to the Zoom Phone Devices & Hardware section above for additional information.

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To ensure users have the appropriate level of access, please verify the following functional requirements:

• Devices & Hardware: add device information here - Laptop, Desktop, Mobile

• SMS Messaging: Determine if the user requires the ability to send and receive text messages via their UWF-assigned number

• International Direct Dialing:  Identify Identify users whose role requires calling outside the United States and Canada. International calling may incur additional charges and should only be requested for users with a demonstrated business need.

• Voicemail Transcription: Zoom Phone allows you to receive full voicemail transcriptions via email. If enabled, the Zoom Phone system will send an MP3 recording and text transcription to your email.

Know what kind of machine?

C. Devices & Hardware

The Devices & Hardware tab is used to capture all physical phone devices and related hardware required by your department as part of the Zoom Phone migration. This includes desk phones, common area phones, conference room devices, courtesy phones, and any other telephony-related hardware. The information provided will be used to assess device needs, validate business justifications, determine costs, and plan procurement and installation activities.

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All physical hardware requests will be reviewed and confirmed within your department’s Jira migration ticket prior to approval.

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Section 2: Migration Logistics

The transition to Zoom Phone is designed to be a highly supported experience.As an Early Adopter, your department will follow an accelerated timeline that allows for direct collaboration with the ITS Migration Team.

The Migration Overview

The journey from legacy Siemens or Cisco systems to Zoom Phone follows a structured sixthree-stage process:

1. Assessment phase: 2 weeks
2. Configuration phase: 6-10 weeks
3. Cutover phase: cutover “day” and the following few days

4. Kickoff & Discovery: ITS reaches out to Department Heads and Business Managers. Departments identify their migration team, consisting of decision makers and operational support.

5. Data Collection: POCs audit their departmental data provided by ITS, to confirm migration actions and verify hardware selections. If needed, ITS will schedule an intake meeting, which is a formal discovery session where ITS walks the POCs through the intake questionnaire, discussing hardware needs and departmental call flows.

6. The Porting Window: Once the questionnaire is finalized, IT submits a port request to the carrier. This triggers a mandatory 10-day lead time required by service providers. ITS will follow up with you to confirm your official port date.

7. Preparation & Distribution: While the carrier processes the port request, the Telecom team will order and programs physical handsets and configure all departmental lines, as needed. Headsets are sorted and delivered to POCs for distribution.

Go-Live: At your scheduled port time, legacy phones go offline, and numbers will migrate and become active in the Zoom Workplace app.

 The "Day of" Experience

On your the scheduled port over cutover date, your legacy Siemens or Cisco phone will stop receiving calls. This transition happens at the departmental level, not by building. Even if your team members are scattered across campus, everyone in your unit will move to Zoom at the same time to ensure internal routing remains seamless. 

• Instant Activation: Your university number becomes instantly reachable via the Zoom app on your desktop and mobile device.

• Communication: All migrated users will be sent the the Getting Started with Zoom Phone page, which provides detailed instructions to guide account setup.

• On-Site Activity: ITS Zoom Phone onsite teams will be on-site to collect legacy physical phones and assist with any new device setups.

Post-Migration Support

We are committed to service continuity. Following your migration, the following support structures are in place:

• Immediate Assistance: POCs have a direct line to the project team via Google Chat or email commenting on their Jira migration ticket to resolve routing discrepancies immediately.

• Technical Troubleshooting: Individual users should contact the ITS Help Desk at (850) 474-2075 or helpdesk@uwf.edu.

• Customized Trainings: The Help Desk is available to schedule 1-on-1 or group training sessions for departments requiring a deeper dive into modern features.

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FAQs

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