Voice Over IP (VoIP) Phone Transition

UNC Information Technology Services (ITS) - Communication Technologies (Comm Tech) is changing the phone system located at the campus locations listed below from the legacy AT&T Centrex phone system to the new Verizon Business Hosted IP Centrex (HIPC), or, Voice over IP (VoIP) phone system.

The VoIP phone transition for MacNider and Old Clinic previously scheduled for Thursday, August 27, 2015 has been delayed.  A new date will be scheduled once confirmed AT&T and Verizon. Continue to check this site for updates.

You may also visit https://its.unc.edu/voip for detailed information on VoIP. Please review all of the information below for detailed instructions and information about this transition. 

What This Means To You  

  • Phones that are sitting on desks today will be replaced with a new Aastra/Mitel VoIP phone.
  • Phone numbers will not change.  Phone numbers are porting from AT&T to Verizon on the designated "port day".  Ported phone numbers will begin working on the new phones on "port day". 
  • The new VoIP phones will sit side-by-side with the existing phones until "port day". DO NOT MOVE OR REMOVE/UNPLUG THE NEW VOIP PHONES PRIOR TO "PORT DAY".  If phones are moved, they likely will not work once the phones are transitioned – it is imperative that they remain in place until "port day".  After this date, VoIP phones can be moved to other locations where a data port is configured to support VoIP.   
  • Dialing patterns will change when using the VoIP phones.
  • Fax lines and “Point of Sale” (POS) numbers (lines that perform credit card transactions) were identified where possible and are not porting.  HOWEVER, if our database did not reflect a line as being used as a fax or POS line, then the number did port.  We can replace POS lines after "port day" with a non-VoIP phone line.  Fax lines will continue to work as VoIP lines (but with analog terminal adaptors) unless specifically requested to change those back to AT&T analog lines. 
  • Voicemail boxes will not change – greetings, passwords, and messages are retained.  The number to access voicemail messages is changing – please see the information below for more details.
  • Auto attendants, or phone trees/menus, will not change.  Some updates are required to these menus on "port day" – if you notice issues, they should be resolved by COB on "port day".
  • See information below for user guides and voicemail setup instructions (to be used only for those customers that will be receiving a new voicemail box.)
  • Customers are responsible for removing their old phones and placing them in recycle bins that will be strategically located on-site

Possible Down Time

Plan for the possibility of down time on your phone transition date, or "port day".  Phone service could be impacted as early as the night prior to the port date and the entire day of portingWe have noticed that on the night prior to a port, phone numbers that are scheduled to port cannot be called by another VoIP phone.  This occurs due to changes that are being made to both the AT&T and Verizon databases.  Once porting is completed, most of these issues are resolved.

Throughout the day on "port day", the new Mitel/Aastra VoIP phones will begin working (ringing) when dialing their 10-digit phone numbers.  As a reminder, the VoIP phones could receive calls from other campus VoIP phones on campus that have 5-digit dialed the phone number.  This does not imply that the phone lines have ported early – only that the phones can be called with abbreviated, or 5-digit extension dialing.  When the porting of phone numbers is completed on "port day", the new VoIP phones can receive calls from both 5-digit dialed and 10-digit dialed calls from any location on or off campus.  

On "port day", both the old AT&T Centrex phones and the new VoIP phones could and likely will work.  It sometimes takes AT&T up to 72 hours (not including weekends) to remove all of the ported numbers from their database. 


SOM Buildings Affected

The following School of Medicine buildings are scheduled to transition on Thursday, August 27, 2015.

UNC Building ID

UNC Building Name

Address

202

MacNider Hall

 333 S Columbia St

226

Old Clinic

 101 Manning Dr

 

The following School of Medicine buildings have been transitioned to the VoIP phone system:

(Click on a column heading to sort)

UNC Building ID

UNC Building Name

Address

247

MBRB

111 Mason Farm Rd.

246

AHEC Building

145 N. Medical Dr.

217

Taylor Hall

109 Mason Farm Rd.

236

Glaxo Mol Lab

101 Mason Farm Rd.

219

Berryhill Hall

150 N. Medical Dr.

552

Trailer 52

105 Mason Farm Rd.

221

Medical School Wing C

334 Emergency Room Dr.

331

Radiology Research

124 Mason Farm Rd.

231

Mary Ellen Jones  (FLOB)

116 Manning Dr.

327

Medical Research Bldg B

150-A Mason Farm Rd.

242

ThurstonBowles

104 Manning Dr.

520

Trailer 46

146 Daniels Rd.

523

Trailer 49

150 Daniels Rd.

207

Medical School Wing B

332 Emergency Room Dr.

208

Medical School Wing D

336 Emergency Room Dr.

245

Neuro Science Research

115 Mason Farm Rd.

206

Bondurant Hall

321 S. Columbia St.

521

Trailer 47

148 Daniels Rd.

222

Medical School Wing E, F

338 Emergency Room Dr.

229

Burnett-Womack

160 Dental Cir.

248

Bioinformatics

130 Mason Farm Rd.

228

Brinkhous-Bullit 

 160 N. Medical Dr.

658 

Physicians Office Building 

 170 Manning Dr.

The following School of Medicine buildings will be scheduled at a later date:

UNC Building ID

UNC Building Name

Address

202

MacNider Hall

 

226

Old Clinic

 

 

Phone Installation  

New phones will be installed side-by-side with the existing phones, however, they will not work until activation day.  New phones should not be moved prior to that scheduled date – we cannot guarantee the phones will work if they have been moved.

What to expect on "port 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 phones will no longer work and the new phones will begin working with the same, “ported” phone number.  It sometimes takes AT&T up to 72 hours (not including weekends) to remove all of the ported numbers from their database.  We recommend that the old phones be removed 1-2 business days after porting and deposited it in a phone recycle bin. 

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-shooting and support.  If further assistance is needed on port date, please submit a Remedy ticket to ITS Tel-Services, or, visit http://help.unc.edu  and submit a help request. 

Old Phones - What to do with them

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. Note – once the new VoIP phones are working, it is recommended to go ahead and remove your old phone.

  • Brinkhous-Bullit: 2 boxes by elevators(3) each floor
  • Physicians Office Building (POB):  1 blue bin by elevator each floor

Phone Training and Documentation

Training is available only if requested. 

Please see the following for information on how to use the Mitel/Aastra 6867i phones:  6867i UNC User Guide.

Please see the following for information on how to use the Mitel/Aastra 6731i phones:  VerizonVoIP Aastra 6731i UNC.pptx

We recommend accessing Mitel/Aastra’s website for additional downloads as needed: 

Other downloads: 

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 of their phone and entering their mailbox number.

Some customers may be receiving new voicemail boxes.  If so, we recommend making sure they have access to the attachments “VoIP Voice Mailbox Setup.doc” and “AVST Voicemail Quick Reference Card.pdf”.  See the instructions for setting up VoIP Voicemail (only for new customers), the AVST Voicemail Quick Reference Card (.pdf) or visit http://its.unc.edu/voip for more information.

Fax Lines and Fax Machines

We have attempted to identify all fax lines so that those lines will not port, and remain analog phone lines.  Some fax lines may have been missed and could be scheduled to port.  We can confirm that information with you if you provide your fax numbers.

If you fax line is porting, please review the information below for dial plan changes when faxing as well as possible programming changes that could be required on the fax machine.

**Please be sure that any speed dials loaded into a fax machine are changed to match the new dialing instructions.**

Fax machines will require programming modifications to accommodate the move to VoIP. See below for a list of things that will need changing 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 have already been completed.  No additional settings or programming is required.

Other model fax machines will be the responsibility of the department for configuration changes.

Recommended 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 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.  The 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 free.

Please be sure to indicate during the planning phase what restrictions, if any, should apply for outgoing calls.

Toll-Free Numbers

Be sure to identify all toll-free numbers during the planning phase and provide those numbers to the ITS Comm Tech Customer Service team – these numbers will need to be moved to Verizon Business for routing. 

How to use your Aastra Phone

 Please view this PowerPoint presentation for instructions on how to use your phone

 You can also visit our website at http://its.unc.edu/voip for detailed information, and a WebEx audio version of the 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)

Customers can also program speed dials from their phone by using the “Options” menu button on their phone and scrolling to “Speed Dial Edit”.  (Some phones are labeled “Options”, others have a picture/symbol that can look like either a wrench, or, a flower.)

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 phone numbers – in particular those that are not yet migrated 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. 

Note that customers will need to set the audio mode in their phone to accommodate the use of the headset.

Customer Support

Please contact the ITS Comm Tech Customer Service Office for any questions and/or concerns.

Please submit a Remedy ticket to ITS Tel-Services, or, visit http://help.unc.edu  and submit a help request for issues that are not resolved on port date.

ITS Comm Tech Customer Service: 

  • Cheri Beasley:  919-962-3800
  • Randy Boggs: 919-962-5252 
  • Lynn Lloyd:  919-843-0170
  • Margaret Nance:  919-962-0346

Trouble Reporting: