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 8%
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) | "Proposed" Rates (Effective 7/1/24) | Rate Type |
|---|---|---|---|
| MS Teams Phone Service (without phone set) Includes voicemail + unlimited domestic calling including Hawaii and Alaska | $9.50/month | $10.75/month | Recharge |
| MS Teams IP Telephone (audiocodes C455HD) | - | $5.41/month | Recharge |
| MS Teams IP Telephone Power Supply (required for audiocodes C455HD) | - | $16.94/one-time | Recharge |
| Call Queue/Hunt Group/Additional Directory Number (ADN) | - | $10.75/month for each additional number | Recharge |
| International Calls (available on request) | Billed per minute based on the rates for each country. | Billed per minute based on the rates for each country. | Recharge |
- Everyone will pay the monthly service charge for the MS Teams phone service.
- Requests for new phone numbers/ new MS Teams phone service will continue to be charged the current telephone installation rates.
- 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, phone sets will not be available. 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.
Physical desk phones, when required, will be available in a later phase of the Teams Phone migration project. A work-related justification will be required and must be preapproved by OIT management.
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: You can make calls now to other UCI Teams users using the Calls tab in Microsoft Teams, but you cannot call phone numbers directly.
With Teams Phone: After you have migrated to Teams Phone, you will also be able to make and receive calls to any phone number. Voicemail and unlimited domestic calls are included.