New Cisco Webex Phone Service Overview and FAQs

Overview

The Office of Information Technology has diligently been working on upgrading the campus phone service to the cloud and is ready to launch this new service!

When users are migrated to the new Cisco Webex phone service, please note these key differences:

  • The current Cisco desk phone hardware will not be changing
  • Users will no longer need to dial * for internal calls; just dial the 4-digit extension number
  • Users will still continue to dial 10-digits for external calls
  • Users will need to set up a new voicemail PIN and re-record voicemail greetings 
  • Access to saved voicemails will still be available after the migration
  • Jabber will be retired; users should continue to utilize Microsoft Teams for instant messaging

Please read through our Frequently Asked Questions below for assistance during and after the migration.

 

Frequently Asked Questions

The Basics

Q:  Will my phone number change? 

A:  No, your phone number will not change as part of this migration.

Q:  Why is the phone system being replaced?

A:  The current phone system on campus is an older system that relies on on-premise hardware.  With this upgrade to Cisco Webex, our campus will be able to utilize the scalability and flexibility of a cloud-based solution.

Q: Why is Jabber being retired?

A: With the migration to Cisco Webex, the Jabber application will no longer be functional.  If you use the Jabber softphone app, make note of any custom (personal) contact information you want to keep.  Custom contacts will not transfer to the Cisco Webex system.

Q: When will I be migrated?

A: IT is performing a phased migration according to the chart below:

Phased Migration  Buildings Migration Date Number of Phones
Zone 0 Shaw Hall
Wood Hall
1/17/24
2/6/24
50
Zone 1 Facilities
Machine Shop
Allen Henry
Scott Center
Student Design
Panther Dining Hall
All Faiths Center
Varsity Training Center
Clemente
Sunrise Center
2/20/24 200
Zone 2 Quad 402
Quad 404
Quad 405
Quad 406
Quad 407
Evans Hall
Grissom Hall
Campbell Hall
Harris Village B
Mary Star of the Sea
Columbia Village H
Southgate D
Roberts Hall
Alumni/Annex
Babcock Oaks
Buehler Center
Applied Research Center
Center for Aeronautics and Innovation
CAMID
Spaceport
Orlando
Skurla
3/5/24 205
Zone 3 HSRC
L3Harris Computing
Olin Life Sciences
Olin Engineering
Olin Physical Sciences
3/19/24 164
Zone 4 Gleason
WFIT
Link
ESports
Fruehauf
Evans Library
Mertens
Student Union Building
RA Work
Crawford
4/2/24 202
Zone 5 Miller
Keuper
FSO House
4/16/24 51
Zone 6 Scott Center (ABA)
L3Harris Commons (Registrar)
4/23/24  
Zone 7 Security 4/30/24  
Zone 8 L3Harris Commons (Financial Aid, Enrollment Management) 5/7/24  

During the Transition

Q:  How will I know when I will be migrated?

A:  Individual users will receive two email communications from the IT office prior to their phone being migrated - one email the week prior and a reminder email on the day of migration.  

Q:  I have not been migrated yet, but I want to internally call someone who has been migrated. How should I proceed?

A:  Following the above migration schedule, users who have not been migrated yet will still need to dial * before 4-digit extension number.

Q:  I have been migrated, but I want to internally call someone who has not been migrated yet. How should I proceed?

A:  Following the above migration schedule, users who have been migrated will need to dial just the 4-digit extension number. The * before the extension number is no longer needed.


After the Migration

Q:  How can I tell that my phone has been migrated?

A:  The Cisco desk phone will display a new background image and a small cloud icon will appear in the upper-right corner.

Q:  Why is my phone screen dark or appears blank?

A:  After a period of inactivity, the phone screen will go into hibernation mode - much like mobile devices do.  Simply touching any button on the device or picking up the handset will activate the phone screen again.

 


Calling after the Migration

Q:  How can I internally call someone after the entire campus has been migrated?

A:  Users will need to dial just the 4-digit extension number. The * before the extension number is no longer needed.

Q:  How can I externally call someone after the migration?

A:  Users will still continue to dial 10-digits for external calls.


Voicemail after the Migration

Q:  How can I access saved voicemails in my old voicemail box after I have been migrated?

A:  You can dial 8710 from your desk phone, then enter the PIN you used prior to the migration.

Q:  Will voicemail-to-email be enabled with the new phone service?

A:  Yes - and a new added feature is that the voicemail will be transcribed for users to read upon receipt of the email.  Note: The new voicemail-to-email feature will be coming from a new email address: msgs@broadcloudpbx.net 

Q:  Why do I need to re-record my personal voicemail greeting?

A:  As part of the migration to the new phone service, we have a new voicemail system/server. This will require all users to set up their voicemail PIN on the new system/server and re-record their voicemail greeting.

Q:  How should I set up my new voicemail PIN?

A:  Follow these steps:

  • Go to https://settings.webex.com and enter your @fit.edu email address
    • Do not enter default PIN; you should receive an email with a unique confirmation code
  • Navigate to the My Profile tab (if not directed there automatically)
  • Click on the Reset voicemail PIN button and follow the PIN requirements

OR

  • Press the voicemail button on the Cisco desk phone (see image at right)
  • Enter the default PIN 135790
  • Follow the prompts to reset voicemail PIN

Note the PIN requirements:

  • 6-30 digits

  • repeated patterns
  • last 10 voicemail PINs
  • the reverse of your old PIN
  • your phone number or extension
  • the same digit 4 times in a row
  • 4 ascending digits or 4 descending digits
  • the reverse of your phone number or extension

Q:  How should I re-record my voicemail greeting?

A:  Follow these steps:

  • Follow the steps above to reset your voicemail PIN first
  • Press the voicemail button on the Cisco desk phone (see image above)
  • Enter your new PIN 
  • Then follow the prompts to record your voicemail greeting
  • You can also refer to this video to learn how to manage your voicemail

Q:  I cannot remember my voicemail PIN. What should I do?

A:  Follow these steps:

  • Go to https://settings.webex.com and enter your @fit.edu email address
  • Navigate to the My Profile tab (if not directed there automatically)
  • Click on the Reset voicemail PIN button and follow the PIN requirements

Troubleshooting

If you experience an issue during or after the migration, please enter a service ticket for our team to assist you. 

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Details

Article ID: 10358
Created
Thu 1/11/24 4:51 PM
Modified
Fri 4/12/24 10:34 AM

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