Phone Migration FAQ

1. Why do I have a telephone on my desk and it is not working?

UBC IT is upgrading TDM phones (Nortel phones) to Cisco VoIP (Voice over IP). The upgrade takes place in two steps -- Step 1 is to put the VoIP sets on desks in preparation for Step 2, which is the actual upgrade (cutover) to the new phones. At the end of the cutover, your VoIP phone will be fully activated.

2. What will happen to my voicemail?

Your voicemail will remain the same, however, your PIN will be reset to a new unique PIN number. This PIN number will be given to you by your DVA. When you use your voicemail for the first time on your new phone, you will be prompted to reset your PIN. You must enter your unique PIN number and follow the prompts to reinstate your normal PIN.

In order to reset your Voicemail PIN number, follow these instructions:

  1. Call your voicemail.
  2. Enter the temporary PIN, it will tell you it has expired.
  3. Enter a new PIN of your own choice.

The PIN-reset is a side-effect of reprogramming your voicemail box to work with your new Cisco VoIP phone.

3. What will happen to the Conference(s) Room(s) in my department?

Existing analog conference phones can remain in-place. If there are further issues with the Angus PBX in the very near term, they may be at risk of a service interruption. However, there are plans to migrate analog phones on Angus to upgraded switch infrastructure within the next 2 months.

Departments also have the option of implementing a VoIP-based conference phone. A request on Pinnacle must be placed to acquire a new VoIP conference telephone.

4. How can I get a new telephone headset?

Telephone headsets may need to be replaced, or adapters may need to be purchased, to work with the new Cisco VoIP telephones. If you have a newer headset, it is likely that only an adapter is required to connect with your new Cisco VoIP phone.

Please contact your original vendor or Ken Eng at keng@sensusinc.com or 604-263-9399 at Sensus Communications (formerly Canadian Communication Products) if you require more information.

5. How will cordless phones work on VoIP?

If your department uses a cordless phone, there are two options for this telephone service:

  • The phone service can remain on analog
  • You can purchase a Cisco 7925G Wi-Fi phone from UBC IT

A Cisco 7925G Wi-Fi phone will function anywhere on-campus with wireless network coverage – providing greater range than a cordless phone. The 7925G can be programmed to display up to two lines, and it provides the same options and capabilities as a desk phone.

If your department choses to use the cordless phone with an analog service, that will continue to be option going forward. UBC IT will be implementing an upgraded switch for analog services within the next 2 months.

6. What do I have to do if I have a pickup group?

If you have a call pick-up group and the cutover planning process has started for your group, please notify the VoIP Migration Project team at voip.migration@ubc.ca.

7. How much will the VoIP migration cost my department? Will it affect our monthly charges?

Planning has been underway for the VoIP migration for a number of months, and it has been modelled to be cost-neutral for departments. The new VoIP phones provided to your department will not affect your monthly charges, unless upgrades are specifically requested.

However, the migration to VoIP may result in some on-time costs, such as:

  • The purchase of new telephone headsets or adapters
  • The installation of new data ports to support VoIP sets

Our experience so far suggests that these costs will be reasonable, when they occur.

8. Are VoIP phone lines as safe and secure as TDM phones?

UBC's Cisco VoIP environment is secure, utilizing private, unroutable networks specifically provisioned for voice. Because VoIP traffic is isolated, it is not possible for computers or workstations on UBC networks to incept VoIP communications and "listen in" on conversations. Phone calls on a Cisco VoIP phone are as secure as calls made on a traditional Nortel (TDM) phone line.

9.How do I use long distance authorization (PBN) codes with the Cisco VoIP phones?

Using a long distance authorization (aka PBN) code is slightly different with a Cisco VoIP phone as you need to wait for the phone to connect. The dialing procedure for long distance authorization codes on Cisco VoIP phones is:

  • Dial *55 
  • wait approximately 5 seconds until the call timer starts counting (the phone display shows the number of seconds the call lasts starting from when it is 'connected')
  • authorization code 
  • wait (~1-2 seconds), at this point you should get a dial tone and you may dial the number:

Within North America:

  • Dial 8 + 1 + Area Code + Phone Number

International Calls:

  • Dial 8 + 011 + Country Code + City Code + Phone Number

For example, if your authorization code is 123456 and you want to dial UK FedEx Customer Services (+44 2476 706 660) you would dial: *55 + wait 5 seconds + 123456 + wait for dial tone + 8 + 011 + 44 2476 706 660.

10. Can I move my VoIP phone to a different location?

Yes, you are able to move phones simply by plugging them into any functional Voice-enabled Data Port, however the DVA (Departmental Voice Administrator) MUST place a Pinnacle move order in advance of the phone being moved. The Pinnacle database MUST be kept up to date with correct location information for phone sets.

11. Why must DVAs submit Pinnacle move orders if the users can move the phones themselves?

The location information for phone sets in Pinnacle is linked to the Emergency 911 system. When someone on campus calls 911, the location information in Pinnacle is sent to the 911 dispatcher. If the information is not correct because a phone was moved and the DVA did not submit a move order, the emergency responders may be delayed, or may not be able to find the caller at all. This is a health and safety issue and is NOT OPTIONAL. Failure to place move orders in a timely fashion will place the University an an increased liability.

12. How do I place a move order for a Cisco VoIP phone?
You can find the instructions here: Pinnacle DVA Phone Orders Guide.

13. When should I submit a move order by?

Submit the orders as soon as you know someone is moving, and always set the 'Request Date' as the date the move will occur.Please submit the orders at least one week in advance of the user moving the phone.

14. If the move is within an office do I need to submit an order?

Move orders are only required if the location information is changing. If the move is from one desk to another desk in the same room, no move order is required. If the room number, floor, building or any other location information is changing, you must submit an order.