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 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, communicate with the POCs, 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:

• Departmental Operations: Identify all departmental and shared phone lines. POCs will also collaborate with ITS to define call queues, hunt groups, and automated routing configurations.

• User Verification: Audit existing personnel records to confirm which team members require an active extension and identify any lines that should be decommissioned.

• Hardware Selection: Confirm the hardware needed for each user, ensuring that every individual is equipped with the hardware needed to perform their role effectively.

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 that connects directly to your computer (via USB or Bluetooth) and is fully compatible with the Zoom app.

• A business justification is required to evaluate the need for traditional physical desk phones (see below for additional details).

• All requests for traditional physical desk phones will be reviewed and discussed with the department.

• Because traditional physical desk phones are expected to be used only in limited scenarios, they may result in additional cost to the department.

• Users with a functional headset do not need to request new hardware.
  
  

Available Hardware Options:

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.

Deadline: Please complete all required sections within two weeks to avoid migration delays.

Step-by-Step: Completing the Intake Questionnaire

1. Open the spreadsheet provided by ITS.

2. Start with the Departmental Lines tab.

3. Then complete the User Details tab.

4. Fill out all required fields and provide notes for any entries that may require clarification.

5. If you are uncertain about a line or user, include it anyway - ITS will verify and confirm all details.

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

A. How to Successfully Complete the Intake Questionnaire

Completing the intake questionnaire is one of the most important responsibilities of the POC. Because this information directly impacts system configuration, hardware distribution, and call routing, it is essential that responses are as accurate and complete as possible.

To make this process more manageable, POCs are strongly encouraged to leverage existing team communication channels rather than gathering all information independently.

Recommended Approach

1. Collaborate with Leadership: Work with your department leadership to confirm staffing needs, shared lines, and operational workflows.
2. Use a Team Meetings: Leverage an upcoming staff meeting(s) to review departmental lines, hardware needs, and call handling. This helps gather input efficiently and ensures alignment.
3. Follow Up as Needed: Reach out individually for role-specific details such as feature needs (SMS, international calling) or hardware preferences.
   
   

B. 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:

Step 1: Review All Departmental Lines (Column D)

Confirm that all existing phone lines currently published, assigned, or in use within your department are listed.

Common examples:

• Main office/reception lines and fax lines.

• Lobby, courtesy, and common area phones.

• Departmental classrooms, labs, and training room phones.

• Conference rooms, and meeting room phones.
• Phones needed for emergencies in your area.

Step 2: Perform a Directory Audit

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

• Quick review of all departmental listings in 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)

• Provide the Display Name that will appear on caller ID and within the Zoom interface.

Guidelines for Display Name:

• 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 Column A.

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

• For any line associated with a traditional physical desk phone, provide the building and room number.

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

Step 5: Indicate the Migration Action for Each Line (Column E)

For each department line, please indicate the desired action for the phone number by selecting one of the following options:

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

• Delete: Remove the line; the line is no longer in use or will not require migration.

• 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.

• Move to User: Use this if a general departmental line should now be assigned to a specific person.

Step 6: International Calling Needs (Column F)

• Indicate if the line requires international direct dialing (outbound calls outside the U.S. and Canada).
• International calling may incur additional charges and should only be requested for roles with a demonstrated business need.

Step 7: Notes & Configuration Details (Column G)

The Notes column is one of the most important parts of the questionnaire. Providing detailed context here helps ITS accurately configure your department’s phone system and reduces the need for follow-up clarification.

Provide additional details for each line to guide ITS configuration, including but not limited to:

• Business justification for physical phones
• Shared line details

• Call queues and hunt groups

• Auto-attendants

• After-hours routing

• Voicemail expectations

• Call restrictions

• Faxing requirements

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

C. User Details: Managing Your People

The User Details tab captures individual-level information for all employees who require Zoom Phone service.

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 (Column A-D)

• Confirm all staff members who require phone service are listed.
• Review and/or input all staff member details, including their name, email, office location, and direct line assignment.
• Include new hires or temporary staff who will also need a Zoom Phone license assigned in the secondary section below.

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

For each user, please indicate the desired action for the phone number by selecting one of the following options:

• 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 & Device Type (Column F & G)

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

• Select the one funded hardware option per user:

  • No Hardware Needed
  • Wireless Headset (Bluetooth) without adapter
  • Wireless Headset (Bluetooth) with adapter
  • Physical Desk Phone

If you are unsure whether a user requires a USB Bluetooth adapter, confirm whether they are using a desktop or laptop. In most cases, laptops have built-in Bluetooth and will not require an adapter. ITS can assist with determining compatibility as needed.

Users with a functional headset do not need to request new hardware.

Step 4: Confirm Core Features (Columns H-J)

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

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

• International Direct Dialing: 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 voice recording and text transcription of your voicemail to your email.

Step 5: Notes & Configuration Details (Column G)

The Notes column is one of the most important parts of the questionnaire. Providing detailed context here helps ITS accurately configure your department’s phone system and reduces the need for follow-up clarification.

Provide additional details for each line to guide ITS configuration, including but not limited to:

• Business justification for physical phones
• Shared line details

• Call queues and hunt groups

• Call restrictions

• Faxing Requirements

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

The quality and completeness of your intake questionnaire directly impacts the success of your department’s migration. Taking the time to gather accurate information now will significantly reduce delays, rework, and post-migration issues.

Section 2: Migration Logistics

The transition to Zoom Phone is designed to be a highly supported experience.

The Migration Overview

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

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

 The "Day of" Experience

On the scheduled cutover date, your legacy Siemens or Cisco phone will stop receiving calls. 

• 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 Getting Started with Zoom Phone page, which provides detailed instructions to guide your account setup.

• On-Site Activity: 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 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.

See the Zoom Phone Migration FAQ for more information on Zoom Phone project process & expectations.

FAQs