Summary

Project management

Phase 1 — Planning

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• Access and inventory collection
  • Partner provides PBX or platform credentials and any concerns or priorities for the migration.
  • We work with partner to determine cutover date
  • We log into the partner’s current platform using credentials or partner access provided.
  • We collect an inventory of DIDs, user accounts, and attached hardware with MAC and model numbers
  • We review call routing, call queues, auto attendants and other configurations visible on the platform.
  • If exports are unavailable, we document exactly what we could and could not retrieve. Partner will be asked to provide any missing information.
• Scope definition
  • We confirm which items will be migrated and which will not, and include the non-migratable items in the SOW. Mapping and design
  • We map source objects to equivalents on our platform and design the domain configuration to meet our standards.
• Scheduling and communications plan
  • We propose a reprovisioning window (including evening availability up to 9:00 PM EST Monday–Friday) and tentative porting windows for partner confirmation.
• Roles and responsibilities
  • Our Project Manager coordinates the work
  • Partner provides credentials, device lists, and porting information

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• Inventory export that shows what was collected and what was not accessible.
• Agreed SOW inputs and accepted list of items that will not be migrated.
• Cutover timeline and communications plan.

Phase 2 — Implementation

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• Copy and translate configuration
  • We copy accessible items and translate them into our platform equivalents.
  • We create the partner domain and configure users, extensions, numbers, and devices.
• Routing recreation
  • We manually review routing on the old PBX or platform and re-create routing on our platform according to our standards.
• Phone provisioning preparation
  • We add phone MACs and prepare provisioning files for supported devices, and schedule with the partner if any device requires onsite personnel or special access.
• Partner review and approval
  • The partner reviews the configured domain on our platform and provides approval before we schedule cutover.

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• Configured partner domain accessible for partner review.
• Cutover plan with scheduled reprovisioning window, temporary DID assignments, and porting coordination steps.

Phase 3 — Cutover for Customers on a Hosted Platform

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• Reprovisioning and temporary routing
  • On the scheduled day we reprovision the partner’s devices to our platform during the agreed window (evening windows available through 9:00 PM EST M–F).
  • The partner’s phone numbers are forwarded to temporary DIDs we provide so voice continuity can be tested. We mask outbound caller ID to display the partner’s original number(s). At this point the partner is using our platform for voice services.
• Porting and finalization
  • When carrier porting completes, the partner’s original DIDs are moved to our platform and the temporary DIDs are removed.
• SMS note
  • SMS cannot be moved until after porting due to 10DLC and carrier requirements. SMS migration steps are executed post-port.

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• We verify inbound reachability, outbound caller ID behavior, auto attendant and IVR operation, voicemail functionality, and hunt group/queue behavior according to the agreed acceptance criteria in the SOW.

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• Post-migration report showing what was completed and any known gaps.
• Partner reviews and requests any changes within 48 hours of the cutover
• Project completed

What we will migrate and recreate

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• DID and phone number routing and assignments subject to carrier rules
• User accounts and extension assignments
• Auto attendants and greetings when accessible or provided by the partner
• Voicemail greetings when accessible or provided
• Voicemail PINs when provided by the partner
• Directory assignments and user lists
• Answering rules and call forwarding settings for users
• Hunt groups, queues, time frames, and business hours routing
• Virtual mailboxes and voicemail routing
• Phone provisioning for supported devices and provisioning pushes
• Phone system overrides where our platform supports equivalent functionality

What we will not migrate

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• Call recordings unless the partner exports and provides audio files
• Call history and CDRs (we do not import call logs)
• Stored voicemail audio unless exported and provided by the partner
• Fax history unless exported and provided by the partner
• SMS and MMS message history; SMS cannot be moved prior to port due to carrier 10DLC rules
• Phone configurations made locally on devices such as local softkey macros, wallpaper, and device-cached contacts
• PBX portal contacts stored only in the old portal and not exportable
• Phone wallpapers and other device assets unless supplied by the partner

Partner responsibilities

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• Provide admin credentials or a validated admin-role account for the source platform and any carrier or SIP trunk portals. If the source uses MFA, coordinate an access window.
• Provide a list of DIDs or permission for us to enumerate DIDs.
• Provide device inventory with MACs, serial numbers, and models for phones to be provisioned.
• Provide exports of greetings, recordings, voicemail files, or other device assets the partner wants preserved.
• Provide carrier/porting contact information and account numbers required for number porting.
• Review and approve the configuration on our platform before cutover and be available for the scheduled reprovisioning window.