Mitel PBX Phone System Retirement Project
Quicklink(s)
OIT has started a multi-year, phased project to leverage cloud based telephone services including MS Teams Telephone Services and AWS Connect.
Introduction
Benefits
- Reduced dependency on hardware and physical phone lines.
- Lowered total cost of ownership and operational expenses.
- Enhanced security and compliance with Microsoft cloud services.
- Access to advanced MS Teams features and functionalities such as chat, video conferencing, file sharing, and co-editing.
Key Objectives
- Decommission the existing Mitel PBX phone system and dismantle all associated infrastructure.
- Target the migration and/or disconnection of all phone numbers, encompassing basic phone users, advanced-feature phone users, ACD/Call Center users, Fire Life and Safety (FLS) analog lines, Common Area phones, non-FLS analog phone lines, and Health Sciences customers.
- Ensure that emergency 911 calls are supported in compliance with current e911 laws.
- Facilitate a seamless opt-in migration path for UCI phone customers to the Microsoft Teams Phone service.
- Develop and implement a user-adoption strategy to ensure effective communication about the project’s direction, needs, service options, milestones, and consequences.
- Provide standard physical phones compatible with MS Teams phone services on a recharge basis
Phase 1 – Basic Phone User Migration
April 2024 – Sept 2024
At UCI, a basic phone user is defined as an individual who can give up their physical phone and use a Teams soft-phone, has been assigned a campus phone number that doesn’t need to be answered by others, they don’t need to answer other numbers such as a department number or another person’s phone number, and they don’t need advanced features such as call center/Automatic Call Distribution (ACD), ability to answer calls to multiple numbers, hunt group, auto attendant/call tree.
Phase 2 – Advanced Phone User Migration
April 2024 – January 2025
At UCI an advanced phone user is an individual who utilizes one or more advanced features. These features can include the need for a physical phone (an option that can be purchased by departments), ability to answer multiple phone numbers, having their number answered by others, being part of a hunt group or an automated attendant, requires PCI compliance because they take credit card information over the phone, or they have HIPAA compliance requirements.
Phase 3 – ACD/Call Centers, Fire Life and Safety Analog Devices, Non-Fire Life and Safety Analog lines, and common area phones.
April 2024 – December 2025
For departments with staff who work in a call center environment, get a high volume of calls, and use the Mitel MICCE ACD service to provide advanced call queue and call routing functionality, the basic call center functionality in MS Teams is insufficient for advanced call center needs and requires a third-party solution that will be offered by OIT.
Fire, Life, and Safety analog phone lines encompass several types of analog lines utilized for emergencies. They require specialized hardware and backup options for 24/7 operability during emergencies. They are not to be assigned to a specific individual. Instead, they are used by systems such as fire alarms, emergency/elevator phones, and area of refuge phones. Some common area phones such as classroom phones and some wall phones, may be considered fire/life/safety phone lines.
Non-Fire Life and Safety analog phone line is a service provided by OIT where an analog line is offered without a physical phone. They require specialized hardware, but they do not require backup options for 24/7 operability during emergencies. They are not designated to be assigned to a specific individual. These analog lines are used for intrusion alarms, existing fax lines, and specialized customer-provided phones such as Polycom conference phones.
Common Area Phones are physical phones located in shared spaces such as shops, labs, conference rooms, break rooms, lobbies, hallways, public spaces, and other communal areas. Common area phones that are subsidized by OIT will no longer be offered. However, if a department determines they are necessary, they can continue the service on a recharge basis.
Phase 4 – Removal of Mitel Hardware
January 2026-June 2026
Physical decommission and removal of hardware used to support the Mitel PBX phone services on campus.
Project Status
- Percentage Complete 28%
Project Phase
Planning
Start Date
March 2023
Projected Completion Date
June 2026
Key Stakeholders
- Client: OIT Campus Phone Service Customers
- Sponsor: Henry Jenkins
Customer Support
Guides to help you get started with Teams Phone
Frequently Asked Questions
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What is included in Microsoft Teams Phone Service?
Basic Teams Phone service includes unlimited domestic calls and Teams voicemail.
Can I keep my UCI phone number?
Yes. UCI phone customers will keep their existing phone number(s). Your phone number will be moved over to Teams Phone during your migration. After your migration, you will be able to make and receive calls using your UCI phone number using Teams Phone.
Can I use the Teams Phone Service for international calls?
Yes. International calling will be an available option and will be billed at a per-minute rate based on the current rates for each country.
- If you currently have international calling capability on the campus phone system, you will automatically have international calling capability when you move to Teams.
- If you need international calling capability, and don’t currently have it, Please submit a Telephone Service Request.
How does Teams Phone calling work? Where can I learn how to use Teams Phone?
Voice calls made through Microsoft Teams Phone will route through the campus phone system. Within your Teams app you will see a Calls tab that includes a dial pad, call history, voicemail and customizable features such as speed dial groups, call notifications and more.
To learn how to use Teams Phone, see the following guides.
- Microsoft Teams Phone - Quick Reference Guide (PDF)
- Get started with Microsoft Teams phones (from Microsoft)
- Microsoft Teams Phone Service Customer Documentation
What is the cost for installation and cost for MS Teams phone service?
| Service | Current Rates (FY 24/25) | Rate Type |
|---|---|---|
| MS Teams Phone Service (without phone set) Includes voicemail + unlimited domestic calling including Hawaii and Alaska | $10.75/month | Recharge |
| MS Teams IP Telephone (audiocodes C455HD) | $5.41/month + one-time (T&M) fee. (See Project Recharge Rates) | Recharge |
| MS Teams IP Telephone Power Supply (required for audiocodes C455HD) | $16.94/one-time | Recharge |
| MS Teams Call Queue/Hunt Group/Additional Directory Number (ADN) | $10.75/month for each additional number + one-time (T&M) set-up fee. (See Project Recharge Rates) | Recharge |
| International Calls (available on request) | Billed per minute based on the rates for each country. | Recharge |
- Requests for new MS Teams phone service will be charged the current telephone installation rates, which is $10.75/month for FY 24-25.
- Labor for telephone engineering and field techs will incur based on project recharge rates for installing physical phones or setting up and configuring other telecom software requests (i.e. call queue, ADNs, etc).
- OIT will not charge you to move your phone from Mitel to MS Teams.
How do I request a MS Teams phone extension for a current or new employee?
Current Employees
If you are a current employee with an existing UCI phone number, you will NOT be able to request for MS Teams phone service at this time. OIT is scheduling department migrations to convert existing UCI phone numbers to MS Teams phone service as the first phase. You will be migrated with your department.
New Employees
If you are a new employee and/or do NOT have a UCI phone number, you WILL be able to request for MS Teams phone service. Please submit a Telephone Service Request, select "Virtual Extension (Generic)" for Instrument Type, and enter "New Teams phone", your name, and UCInetID in the Description. You may enter any UCI location for the building and room fields. MS Teams phone location information changes based on where you are on campus.
What limitations should I be aware of when using Microsoft Teams voicemail in conjunction with Mitel's voicemail system?
If you're a Mitel user receiving a voicemail message from a Microsoft Teams user on your campus extension mailbox, it's important to know that you won't be able to respond directly to the Teams user through the voicemail system. Similarly, you won't be able to forward a voicemail message to a Teams user from the Mitel system. Please ensure to use an alternative method of communication for responding or forwarding messages to Microsoft Teams users. Once everyone is migrated to Teams Phone, this will no longer be an issue.
Can I keep/use my desktop phone set? Do I need to use a computer or mobile phone?
During our initial Teams Phone roll-out, MS Teams desk phones will be available for specific people who require a phone set. Otherwise, you will need to use the Microsoft Teams app on your computer or mobile device. Calls may be made from any device on which the Teams app is installed. When making calls from your mobile device via Teams, recipients will see your campus phone number as the call display.
MS Teams physical desk phones will be available during the migration for existing customers. Check with your supervisor for approval if you require a physical phone, as one-time and monthly charges will be applied to your department.
Can I use my headphones with Teams Phone?
Virtually any headset that is compatible with your computer may work with the softphone, but some headsets work better than others. Many headsets are available with a broad range of features, quality, and price. Options include wired and wireless. We recommend wired headsets with noise-canceling microphones for the best reliability and audio quality. Many Teams Phone users have experienced poor audio quality when using wireless headsets. Although many computers have adequate speakers and microphones that can be used instead of a headset, the audio quality is typically best when using a wired headset with a noise-canceling microphone (especially in noisy environments).
My Microsoft Teams phone app on my personal device (phone, tablet, laptop/desktop) is not working. How can I get support?
I already see "Calls" in Microsoft Teams. How does this service differ?
Without Teams Phone Service: You can make calls to other UCI affiliates who are utilizing MS Teams service by using the Calls tab in MS Teams app, but you cannot call any 10-digit phone numbers (xxx-xxx-xxxx) or campus extensions (4xxxx).
With Teams Phone Service: After you have migrated to Teams Phone, you will also be able to make and receive calls to any 10-digit phone numbers and campus extensions. Voicemail and unlimited domestic calls are included.
I used to be able to view location information on my phone bill. Where can I find that information once I convert to Teams phone service?
Can I call 911 with MS Teams phone service?
For best results, do not use Teams app to call 911. Instead, call 911 directly by using your mobile phone.
I heard UCI is moving to a new phone system, what are my options?
- Move to Teams Phone
- It’s an easy and seamless process that keeps your existing phone number. You can fill out this form to get on the schedule.
- Relinquish your campus phone number
- Don’t ever use a campus phone? That’s fine too! We’ll retire your number
- Fill out this form and select, please disconnect my UCI phone number.
What if I never had a UCI phone number and don’t need one?
If you never had a UCI Phone number, it is still important to fill out the form. On Question 6 of the form, select the "I do not have a UCI phone number and I should be removed from all future communications".
Do I need approval from my supervisor to request a physical phone?
Check with your supervisor for approval if you require an MS Teams physical phone, as one-time and monthly charges will be billed to your department.
How do I know if my UCI phone number has been moved to MS Teams Phone?
If you have a dial pad when clicking on the MS Teams "Calls" icon, you have already been moved to MS Teams phone.
I requested a physical phone, when will I receive it?
If you requested a new MS Teams physical phone, you will receive an email confirming your move date and OIT will install the phone before your UCI phone number moves to MS Teams Phone Service. The phone will not be activated until your move date.
What should I do with my old phone?
After you have been moved to MS Teams Phone, you should send your old phone to e-waste.
How long after I fill out the survey will my UCI phone number be moved to MS Teams phone?
Once your move date is confirmed, you will receive an email with your confirmed move date.
What happens if I change my mind after I submit my request and I need to cancel my request?
If your move date has been confirmed, we cannot cancel the request. If changes are made to your request, it will delay all other requests.
What should I do if I need to change my request?
Please contact us. If your move date has not been confirmed, we can make changes. Please do not submit another request with conflicting information, we will not be able to process the request until we confirm which request is correct.
What if I don’t know what my UCI telephone number is? If you don’t know your phone number, here are a couple of suggestions:
- You may not have a phone number.
- Please check with your supervisor to see if they ordered a UCI phone number when you were hired.
Who can be moved to MS Teams phone using the request form?
Employees who have an existing campus phone number. If you do not have an existing UCI phone number, and you need one, please submit a new telephone service request for MS Teams phone service.
Can I have multiple phone numbers?
No. One employee is assigned one MS Teams Phone number to one UCInetID. Please do not fill out the survey form to assign multiple phone numbers to one employee. Shared phones will be moved in a separate phase of the project. We are only moving individual phone numbers at this time.
What should I do if I need to make changes after my UCI phone number is moved to MS Teams Phone Service?
Please submit a telephone service request.
Can I hide my number so that the person I am calling doesn’t see it? I do not want people calling me back on my UCI phone number.
- You may block your caller ID for calls you make to numbers outside of Teams Phone, such as mobile phones or landlines. This will hide your number from the called party.
- When you call other Teams users, they will see that you are calling, and you cannot prevent them from finding your number in the Teams directory. If you need to block your number or identity from other Teams users, you may contact our Help Desk (oit@uci.edu), and we may be able to offer you a solution depending upon your specific requirements.