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), your role is instrumental to the success of this initiative. You serve as the essential strategic bridge between the ITS Zoom Phone Migration Team and your department, ensuring that the transition is tailored to your unit's specific operational needs.
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 non-person lines (e.g., reception desks, faxes, or conference rooms). 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 Procurement: Coordinate the selection of hardware for each user, ensuring that every individual is equipped with the appropriate tool (headset or physical handset) to perform their role effectively.
The data provided within this questionnaire acts as the blueprint for your migration. Accurate reporting ensures that critical service lines remain uninterrupted, users receive the correct equipment, and all vital departmental workflows are preserved in the new environment.
Section 1: The Intake Questionnaire
Instructions: We ask that you complete the assigned intake questionnaire spreadsheet within two weeks. Accuracy here is vital to prevent service outages on the day of the migration.
The spreadsheet provided contains raw telecommunications data from our current records. Because legacy records may be outdated, we require your assistance in auditing this information. If you identify lines and/or users that are not listed, please add them to the bottom portion of the spreadsheet for further discussion.
A. Departmental Lines: Managing Your Operations
This tab captures all departmental and non-person or departmental lines. Please ensure that all existing phone lines are listed that are currently published, assigned, or in use within your department.
Common Examples:
Main office/reception lines and fax lines.
Lobby, courtesy, and common area phones.
Classrooms, labs, and training room phones.
- Conference rooms, and meeting room phones.
Emergency phones.
- Shared, or phantom lines.
- Temporary, seasonal, or backup lines.
For each department line, please indicate the desired action for the phone number by selecting one of the following options:
Required Actions (Column D):
Keep: Retain the existing line during migration.
Delete: Remove the number; 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. Please provide specific details in the Notes column.
- Move to User: Use this if a general departmental line should now be assigned to a specific person.
Configuration Details: We ask that you use the Notes section to document specific requirements or considerations, including but not limited to call routing, queue behavior, after-hours handling, call restrictions, or dependencies on other systems. Providing clear details upfront ensures your lines can be configured correctly within Zoom Phone.
B. User Details: Managing Your People
This tab captures individual-level data for all employees who require Zoom Phone service. This includes anyone who 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 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.
For every staff member, you must confirm their "Migration Action." This determines what happens to their current extension.
Required Actions (Column F):
Keep: The user retains their current number and extension.
- Delete: The number is no longer needed (e.g., former employees or unneeded desk extensions).
- Change: Indicates our records are inaccurate. Use this if a record needs updating or if a new number is required. Please provide specific details in the Notes column.
Note: Please provide additional context in the Notes column for any "Delete" or "Change" actions to minimize delays during the configuration process.
Core Features to Confirm
To ensure users have the appropriate level of access, please verify the following functional requirements:
SMS Messaging: Does the user require the ability to send and receive text messages via their UWF assigned number?
International Calling: Does the user’s specific role require the ability to place calls outside of the United States and Canada?
C. Hardware Selection: The "One Device" Rule
Softphone First: We strongly encourage using the Zoom app on your computer or smartphone. If a user already has a functional headset, they do not need to request a new one.
This 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.
To ensure project sustainability, the University provides one funded hardware option per user. Use the dropdowns in the spreadsheet to select from the following:
| Hardware Option | Connection Type | Best For... |
| Wired (USB-A) | Standard USB | Most desktop users; "plug-and-play" reliability. |
| Wired (USB-C) | Small USB-C | Modern laptops and MacBooks. |
| Bluetooth Wireless | Wireless | High mobility. Note: Older desktops may require a USB Bluetooth dongle. |
| Physical Desk Phone | Requires Business Case. Reserved for reception desks or high-traffic areas. |
Requirements for Physical Hardware:
If a physical phone or specific hardware is required, please complete the Devices & Hardware tab with the following:
Business Justification: Required for all physical desk phone requests. Explain why a softphone solution is not sufficient (e.g., operational requirements, accessibility, safety, or compliance reasons).
Cost Considerations: Note that physical devices may result in additional costs to the department.
Location Accuracy: Specify the building and room number for installation.
All physical phone requests will be reviewed and discussed as part of the migration planning process.
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 six-stage process:
Kickoff & Discovery: ITS reaches out to Department Heads and Business Managers. Departments identify their migration team, consisting of decision makers and operational support.
Intake Meeting: A formal discovery session where ITS walks the POCs through the intake questionnaire, discussing hardware needs and departmental call flows.
Data Collection: POCs audit their departmental data, confirm migration actions for users, and verify hardware selections.
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.
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 scheduled port over 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 affected users receive specific "Go-Live" instructions and a Day 1 Checklist on the morning of the switch.
- On-Site Activity: ITS 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 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.