University-wide Migration to Webex Calling

To better support UD’s future work environment, UD Information Technologies (UDIT) will be migrating UD’s existing VoIP phone services to Webex Calling throughout 2022 and early 2023. Inbound and outbound calling will be transitioned to the Webex computer or mobile application for most users, but also supports traditional Cisco desk phones when required.

Some benefits to migrating to Webex Calling:

  • Make and receive calls using your UD phone number regardless of your location or device
  • Keep your existing UD 831 phone number
  • Enhanced call security as all calls made using the Webex app are encrypted
  • Self-service control over phone settings such as 
    • call forwarding 
    • voicemail PIN resets 
    • automatic transcription of voicemail messages sent to your UD email 
    • Do Not Disturb settings 
    • blocking numbers 
    • caller ID
  • Toll free long-distance calling

Advanced business features are available upon request. Units can contact UDIT Telephone Services for more information.

Contents

What’s changing?
The migration process
User Actions
Support
FAQ
 

What's changing

Instead of using VoIP, Webex uses an app interface, eliminating the need for a desk telephone in most cases. Users will need to use the Webex desktop, laptop and/or mobile applications in order to make and receive calls. In a few cases Webex desk phones will still be required and Telephone Services will work with unit heads to make those decisions. However, the majority of users will be able to leverage the Webex application.

  • After the migration, four digit dialing will no longer work. Everyone will need to use the full 10 digit dialing, (302)831-XXXX number to call UD phone lines. 
  • Call forwarding on current phones will not migrate to the new solution. After the Webex migration, users will be able to manage call forwarding through the Webex app.  
  • Once the migration has occurred, the Webex voicemail will default to a system-generated recording. Users will have the option to customize their recording through the Webex app.
  • VoIP desk phones will be collected after the migration is completed. 
  • All UD employee phone numbers will now be associated with the employees UD credentials and users will use CAS to log into the Webex application. Future communications will include 
    • migration date
    • when to download and log in to the Webex application. Until then, users should not download or log in to the Webex application

The migration process

As a first step, UDIT is reaching out to a central contact and associated IT Professional in each department or unit to determine existing phone services, migration scheduling, and desk phone collection. UDIT is cognizant of timing constraints for different units and departments and will be working closely with contacts to schedule the migration at the least disruptive time possible.

This is an overview of the migration process–this may look slightly different for each unit.

  1. UDIT-Telephone Services will contact each department to verify phone numbers for all existing phone lines in the department, identify any dates where migration is not possible, and identify any special cases. 
  2. Telephone Services will submit migration orders to the vendor and a communication will be sent to all impacted users with the projected timeline for the migration.
  3. Once the migration is completed, a communication will be sent to request users to test their newly migrated Webex phone line. At this time all phone calls will come through the Webex application, provided that the application has been logged into, and is open (applies to desktop only). 

User actions

As part of this migration, users will be required to take certain actions. The following is a summary of typical actions needed from the user to successfully complete the migration:

  1. Once a user's migration is scheduled, the specific timeline for these actions will be detailed in an email communication to the user based on their units migration timeline.
    1. UD-Managed Devices
      • The Webex application will be pushed to managed device(s). 
      • Users should not log in to the application until their migration date. 
    2. Self-Managed Devices
      • Users can download the Webex application onto their device(s) by following these instructions
      • Users should not log in to the application until their migration date.
  2. To make and receive calls, the Webex application must be downloaded and logged into. If the application is not open on your desktop or laptop, your calls will go to voicemail. 
  3. Users will be notified once the migration has occurred and all users should test inbound and outbound calling from their Webex application. Issues should be reported to telephone-services@udel.edu

Support

If you encounter any issues, please contact telephone-services@udel.edu

Telephone Services has recorded a series of videos to help users become familiar with the features of Webex Calling:

 

FAQ

Below are some common questions about this project. 

Q: Is this migration mandatory?
A: Yes, all UD VoIP phone services are migrating to Webex. 

Q:  Is there a cost for Webex?
A:   Webex is included in the $15/mo departments/units currently pay per phone line.
 
Q: Can I keep my desk phone or am I getting a new phone with this migration?
A: A desk phone is no longer needed in most cases. All calls will go through the Webex application. UDIT will be collecting VoIP desk phones after the migration. If you determine that a physical phone is still required in lieu of the Webex application, your unit’s manager should contact udit-ts@udel.edu and provide a business justification as to why a physical phone is required. 

Q: If I want to purchase my own headset, what recommendations would UDIT make? 
A: UDIT recommendations for headsets and other peripherals are listed in this article.

Q: What happens if I do not install or log in to the Webex app prior to the migration date? 
A: Until you install, open, and log in to the Webex app, you will not be able to send or receive calls from your UD phone number. Phone calls made to your line will go straight to voicemail. 

Q: Will call forwarding and my voicemail remain the same?
A: Whatever call forwarding you previously had will not move to the application. You will be able to set new call forwarding through the application. Your voicemail recordings will no longer exist, you will need to re-record your voicemail greeting if you want a recording other than the default. 

Q: Will I still be able to dial using four digits after I move to Webex Calling?
A: After the migration, four digit dialing will no longer work. Those you are calling and those calling you will need to use the full 10 digit dialing, (302)831-XXXX number.

Q:  What will happen to fax lines during the migration to Webex?
A:  While user phone lines will be migrated to Webex first, we will also migrate fax lines (most likely toward the end of the year). There will be no change to your fax service. We do ask you to take this opportunity to determine whether your department still has the need for a fax line.

Q: What information do I need to provide for E911 Settings? 
A: The icons in the bottom left of the Webex app should show Call Settings, Call Pickup and E911 Settings, or you may see a pop-up that says “Address required for E911 service.”  Click Add address and fill out your current location. People who use the Webex Calling app on desktops and laptops are required to set their Enhanced 911 (E911) location within the Webex application each time their working location changes. E911 location data is essential for 911 calls to be accurately routed in the event of an emergency and is mandated by federal law. If the E911 Settings button has a red “X” next to it at any time, you will need to click on it and set your location. If your device changes location, a new IP address will be detected and you will be prompted to enter a new location.

Q:  How does voicemail work with Webex?
A:  Every phone line, associated with a user, will have voicemail. Voicemail can be accessed from any of the following: Webex app, Webex Settings Portal, or by calling into the Voice Portal (3028317555). You can set a system greeting or a custom greeting. Voicemail defaults to the system greeting.  

Custom voicemail (VM) greetings can be set up by calling into the Voice Portal (3028317555). Enter your mailbox ID (302831xxxx) followed by #, then your PIN, followed by #.  (If you call the Voice Portal via the app, you will only be prompted for your PIN, not the mailbox ID.) You will then be prompted to set up your personalized name. Follow the prompts to set up your VM box and customize your greetings. You need to set your initial VM PIN within the settings portal, settings.webex.com; log in and click the Reset Voicemail Pin option prior to setting up your VM. 

Q: What should I do if I’m not receiving incoming calls through Webex, or they’re going straight to voicemail? 
A: If you are not receiving incoming calls, check two things:
  1. Make sure you are signed into the Webex app.
  2. Check to see whether your calls are set to go directly to voicemail by clicking on Call Settings at the bottom left of your Webex app.  You will see Call Forward with a drop-down box. The options are Do Not Forward Calls or Voicemail.  If Voicemail is selected, change to Do Not Forward Calls to receive incoming calls.

Q: How do I transfer a voicemail to another extension?
A: In the Voice Portal select, option 1, option 1, option 9, option 2, option 3, then enter the extension (302831xxxx) followed by the pound (#) sign. (Keep in mind that the number you are transferring to should be on Webex).
 
Q: How do I transfer a call directly to another person's voicemail?
A: Click transfer, then *55, then the extension (302831xxxx)

Q: Can I record a Webex call?
A: Yes. Contact Telephone Services at telephone-services@udel.edu to enable the Call Recording feature. Your account can be set up to record ALL calls or to only record calls ON DEMAND. For state compliance,a recording start/stop announcement will play to alert both parties that the call is being recorded. Recordings will be saved for 30 days and can be accessed and/or downloaded during that time frame.

Q: Does the Webex application automatically update or are users required to manually update? 
A: The Webex application will not automatically update. Keeping Webex updated can prevent problems and fix existing issues. Periodically check for and run any available Webex desktop app updates to ensure it is current. Check for updates from the home screen of the Webex application. Click the question mark at the bottom left, and then click Check for Updates

When an update is available, you may see Update Ready beneath the Voicemail icon in the Webex app navigation menu, and you can click that message to install the updates.

Q: Does Webex Calling work with Linux machines? 
A: Webex Calling does not currently work with Linux. We are sensitive to the lack of support for Linux but do not have a current work around. The application can be used on any Windows or Apple device as well as mobile devices. Or your number can be forwarded to another phone number through the client portal.

Q: Can you text another Webex user?
A: You will not be able to text other Webex users in the application. The chat features in Zoom or Teams can be used for this purpose. 

Q: Can we block spam callers?
A: Yes, you can selectively reject calls. From the calling user portal (settings.webex.com), sign in and then navigate to Call Settings. Toggle on “Anonymous Call Rejection” which will reject all incoming calls from unidentified or blocked Caller IDs. Click “Save.” Check out a video demonstration of this feature from Cisco.

Q: How do I transfer a call in Webex Calling? 
A: While you're on a phone call, tap More and then select Transfer. Enter the number (using the dialpad) or the name (using the keyboard) of the person who you want to transfer the phone call to. Tap next to the person's name, and then choose whether you want to call their work or mobile number. Tap again.

Q: My microphone/webcam is always on when Webex is running. What can I do about this? 
A: The Webex desktop app can use signals from your microphone and wi-fi to detect other devices that can be connected to Webex meetings. Because UD's Webex implementation allows for calls only (Zoom and Microsoft Teams can be used for meetings), we recommend using the directions below to disable the device detection settings. 

  1. From the top left-hand corner of the app, click on your initials.
  2. Select Settings.
  3. Select Devices.
  4. From the bottom up, uncheck the Use Wi-Fi Use ultrasoundConnect to the nearest device automiatically, and Use ultrasound checkboxes. If you check the boxes from the top down, you will not be able to uncheck Connect to nearest device automatically; the setting will effectively be off, as it is dependent on the ultrasound signal.
  5. Click Save.

Q: How do I set up speed-dial in Webex calling?
A: You can add contacts to a personal directory in the calling user portal. From here, you can create speed dials for personal contacts to use when making calls. 
Go to settings.webex.com and select Webex Calling. From the calling user portal, click Directory. Click the My Contacts tab. Enter the Name and Phone Number of the contact to add. Select a Speed Dial number from the drop-down menu. You can set up to 100 (00-99) speed dial codes for your frequently called numbers. To place a call to a speed dial contact, dial #, followed by the speed dial code, then # again.

Q: Is international calling available through Webex Calling? 
A: Yes, it can be provided for individual users. Contact Telephone Services at telephone-services@udel.edu to enable international calling. Note that you will no longer need to dial 9 before starting the call. Instead, dial 0-1-1 and then the international number you wish to call. 
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Details

Article ID: 906
Created
Wed 2/2/22 4:58 PM
Modified
Fri 5/27/22 12:17 PM