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.

This change is tentatively scheduled to occur on December 9, 2013.  This means that the phones that are sitting on desks today will be replaced with a new Aastra VoIP phone – with some *temporary exceptions* noted here.  Norstar key system phone sets and systems that are located at most of the School of Medicine (SOM) campus buildings will not change on December 9, 2013.  Phone numbers *will* change to the new VoIP phone system, but the Norstar phone equipment will remain the same - temporarily.  The decision not to change-out these phone models and systems is due to challenging infrastructure requirements in many of the SOM buildings, in addition to the customization and complexity of phones working behind some of these systems.  ITS – Comm Tech does plan to change-out the Norstar key system phones to a VoIP model on a later date from December 9, 2013.  Once again, this is only a temporary arrangement that we believe is a better approach and will allow a smoother transition for customers in the SOM locations with a Norstar key system. 

You may visit our website at https://its.unc.edu/voip for detailed information on VoIP, as well as a listing of Aastra VoIP and Polycom IP conference phones and their monthly prices.

Please review all of the information below for detailed instructions and information about this transition.

Possible Down Time

Plan for the possibility of down time on December 9, 2013 - in particular in areas where there is no available data port (D-port) for the new VoIP phone.  The current telephone port (T-port) will be re-purposed to support the VoIP phones, however, this will require small wiring updates that cannot take place until December 11th.  There is a potential for a short service outage until these updates are completed by ITS Comm Tech technicians on December 9, 2013.  (Phone service could be impacted as early as the night prior to the port date (12/8/2013) and the entire day of porting (12/9/2013).) 

Technicians and engineers have been and will continue to be on-site in the buildings listed below over the course of the next few weeks leading up to December 9, 2013.  In fact, some of you have likely already seen them at your location.  Technicians will be installing phones side-by-side to the current phone models (with the exception of Norstar key system phones in most of the SOM areas).  The new phones will not work until programming is completed on December 9, 2013.  It is important that customers *do not move or unplug the new phones from their data port*.  Programming cannot be completed if the phones are moved or unplugged, which will mean the new VoIP phone will not work on December 9, 2013.  “Do Not Move” labels have been added to the new phone sets for purposes of this migration effort only.  Once the migration is completed on December 9, 2013, we recommend removing these labels.

Once the migration has completed on December 9, 2013, the new VoIP phones can be moved (so long as the data port has been activated to support VoIP phones).

SOM Buildings Affected

The following School of Medicine buildings are scheduled for transition on December 9, 2013

(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.

 

Phone Numbers

Unless otherwise requested, phone numbers will remain the same.  We are working closely with AT&T and Verizon Business to “port” phone numbers away from AT&T and to the Verizon Business database.  The telephone number port to support the migration of these buildings is scheduled to begin early on 12/9/2013.  Porting can take anywhere from 30 minutes to all day to complete.  It is recommended that you plan that phone service could and will be impacted as early as the night prior to the port date (12/8/2013) and the entire day of porting (12/9/2013).  We 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 database.  Once porting is completed, most of these issues are resolved. 

Once a phone number is ported to Verizon Business, the legacy AT&T Centrex phone will no longer work.  Recycle bins will be on-site so that where faculty/staff can drop-off their legacy Centrex phone for surplus.  Locations of the bins will be provided closer to the port date. 

Phone Installation

ITS Comm Tech technicians will be on-site soon to install the new VoIP phones.  For questions or concerns, please contact Chad Ray, Transport Operations Manager, at 919-445-0146.    

New phones will be installed side-by-side with the existing phones, however, they will not work until 12/9/2013.  New phones should not be moved prior to 12/9/2013 – we cannot guarantee the phones will work if they have been moved.

New Phones

Departments have the option to choose the phone model that is desired for the conversion.  The Aastra 6731i phone is considered the standard/basic phone model and the cost for this phone is included in the existing phone line rate of $14.50 - no additional monthly costs are incurred for this phone.  Unless otherwise requested by the customer, technicians will be installing the Aastra 6731i phones in all areas.   Other Aastra phone models and Polycom conference phones are available, but at incremental monthly costs.  Visit https://its.unc.edu/voip for more information, including pictures of phones, links to datasheets and brochures, and cost information. 

Customers can continue to use their existing Polycom conference room phones and/or cordless phone systems with the VoIP conversion.  ITS Comm Tech staff will use an analog terminal adaptor (ATA) for use with these phones.  Be sure to identify these requests during the planning phase of the VoIP conversion.

Customers must indicate phone model changes that are other than the Aastra 6731i phone no later than 8/1/2013.  Requested changes after this time will occur after 11/1/2013, and those changes/upgrades will incur routine one-time charges at the labor rate of $70.00 per hour.

What to expect on "port day"

On "port day", December 9, 2013, 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.  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.  More information on where to locate these bins will be provided.  Note – once the new VoIP phones are working, it is recommended to go ahead and remove your old phone.

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 right-hand side of their phone and entering their mailbox number.

All greetings, recordings, and messages are retained during the transition.  See the instructions for setting a new voicemail box (only for new customers), or, visit http://its.unc.edu/voip for more information.

Fax Lines and Fax Machines

Fax numbers are porting and changing to VoIP.  They will follow the same dialing instructions provided below.  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.

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)

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.  The Aastra 6731i phone requires a modular adaptor.  The Aastra 6755i phone requires either a modular adaptor, or, a modular headset cord.   

See the PDF on Headset Setup and Configuration on Aastra 6731i phones.  Note that customers will need to set the audio mode in their phone to accommodate the use of the headset.

Aastra 6755i and 6757i phones have a separate RJ-9 headset connection on the back of the phone.

Aastra 6731i VoIP phones require a headset that uses the Plantronics M22 amplifier base.

Aastra 6755i and Aastra 6757i phones require a headset cable adaptor - pictured below with other headset models.

  • Bluetooth unit (base and head piece):  $262.08
  • Bluetooth HS Handset Lifter:  $70.39
  • Bluetooth Bundle (includes the handset lifter, headset, and base):  $276.02
  • Bluetooth Installation:  $35.00 

(Note that you can choose to install the headset yourself and avoid the installation cost.)

  • Plantronics A-10 Headset Cable Adaptor:  $30.05
  • Plantronics M22 Amplifier Base:  $92.98
  • Plantronics H41 Headset: $82.54
  • Plantronics H51 Headset: $72.87
  • Plantronics H51N Headset: $76.64
  • Plantronics H61 Headset: $74.97
  • Plantronics H61N Supra Headset:  $103.56
  • Plantronics Installation:  $17.50

(Note that you can choose to install the headset yourself and avoid the installation cost.)

A-10 Headset Adaptor Cord

Plantronics A10 Cable

 

H-41

Description: Description: Description: Description: http://lh4.googleusercontent.com/public/OOeqh_mWewJ5s3TR2xwtkNXZL26Ja7g8OvNeckXxbkGz7xHPsIivJndxg2__n9UtQ1fTKkn-QP-fOPInbBWo5BISda0Bnk7T1KtY3cAyucEEyTL0K0KF-jz6My2v

H-51

Description: Description: Description: Description: http://t2.gstatic.com/images?q=tbn:ANd9GcRAwndCJBKEP_wOzOWJ0Ws96v5Ey5XoAHf8PMJi1Z0olUDlvYW9TA

 

H-61 

Description: Description: Description: Description: http://t0.gstatic.com/images?q=tbn:ANd9GcSr7Z7PvVWkVHtqTNMdvc__5YysAU9OISlGS-1_XxWwqtOCMFKT

 

 

Customer Support

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

ITS Comm Tech Customer Service: 

  • Margaret Nance:  919-962-0346
  • Lynn Lloyd:  919-843-0170
  • Amy Miskow:  919-962-6212
  • Cheri Beasley:  919-962-3800

Trouble Reporting: