Telephone Upgrade Overview and Pre-work

What is the Telephone Upgrade Request Form?

The Telephone Upgrade Request Form is a tool created for use by the telephone upgrade project. It works in conjunction with access and reporting in the Service Request System (SRS). The data submitted through the form provides vital information to the project team to understand a unit’s specific needs. 

Why should I complete it?

The data submitted through the form provides vital information that helps the project team understand a unit’s specific telephone needs and prepare to start transitioning faculty and staff members to Zoom Phone as quickly as possible. It is important to remember, a telephone number can only be considered for a transition to Zoom Phone when the information regarding that number has been filled out and submitted through the form.

What does it ask for?

The Telephone Upgrade Request Form asks a series of simple questions for each U-M telephone number managed by a unit: 

• Should the telephone number be upgraded to the Zoom Phone service now? 

• What uniqname is associated with a particular telephone number?

• What is the current location for the number? (Asked only if a physical deskset is requested)

• What category should be assigned to the telephone number i.e., faculty, staff, conference room, etc.?

  • If selecting conference room, you will be prompted to enter the current device type (ex. Cisco IP Conference Phone or Soundstation 2 Conference Phone), to the Notes section.

What pre-work should I do to prepare to fill out the Telephone Upgrade Request Form?

• Decide on a service model for your unit.
  Work with your UA to consider use cases for how your unit uses the telephone service and the general approach your unit will want to take related to softphones, the use of or need for desksets, and the costs associated with each option. Review the Telephone Upgrade Request Form Options  to understand the five options available and the general cost considerations for each telephone number you manage.

• Verify Access: If you do not have the access you need in the SRS system you can request access from the Department ID Manager for your unit.  

• Become familiar with your unit’s Inventory and Location Report (Instructions for running the report)
  This report will allow you to see your department's current telephone lines, where they are located, and to whom they are assigned. You can see examples of the report here.  Your Inventory and Location Report can be found under the Run Reports menu in the SRS.  
  
  NOTE: Emergency Phones, Elevator Phones, Area of Rescue Phones, and ICD contact centers are not eligible to be transitioned to Zoom phone at this time. These phones are part of phase four and we will handle them and migrate them on a case-by-case basis. Although the charge codes seen below, may appear in your inventory location report, they are not available on the Telephone Upgrade Request Form.

  LN_ACD2	LN-VOIP-ICDA	LN-EMER-AOR	LN-ELEV
  LN-ACDA	LN-VOIP-ICDD	LN-EMER	LN-ELEV-CXLN
  LN-ACDD	LN-VOIP-ICDP	LN-EMER-CXLN	LN-ELEV-CXLN
  LN-ACDP	LN-VOIP-ICDS	LN-EMER-VOIP	LN-HYLAFAX
  LN-ACDS

   

Telephone Upgrade Request Form Options

The following table describes the Zoom Phone request options and general cost considerations for each U-M telephone number you manage. Local and toll charges billing will remain the same. 

Request Option	Description	Cost Considerations per line
Implement softphone	Request a switch from a physical deskset or existing softphone to a new softphone set-up.	Monthly line rate remains the same ($20.50/month) No charge for voicemail, it is included in the line rate Any existing equipment fees will be removed Additional features may have added costs
Implement softphone first and provide a physical deskset when available	Request a switch to a softphone first and get a physical deskset when they're available.	Monthly line rate remains the same ($20.50/month) No charge for voicemail, it is included in the line rate Initial deskset covered by project, unit owns deskset Monthly maintenance for deskset ($2.20/month) Additional features may have added costs
Wait to implement a softphone until the physical deskset is available.	Request no changes until the physical deskset is available.	Monthly line rate remains the same ($20.50/month) No charge for voicemail - it is included in the line rate Initial deskset covered by project, unit owns deskset Monthly maintenance for deskset ($2.20/month) Additional features may have added costs
Do not implement softphone	Request this option to not implement a softphone; maintain physical deskset only. Primarily for phones that do not have a specific user associated with it.	Monthly line rate remains the same ($20.50/month) No charge for voicemail - it is included in the line rate Initial deskset covered by project, unit owns deskset Monthly maintenance for deskset ($2.20/month) Additional features may have added costs
Disconnect	Request to disconnect the phone number.	All associated phone charges will be eliminated

Telephone Upgrade Request Form Examples

1. In the first example, you will choose Implement softphone on the Telephone Upgrade Request Form and attach a uniqname to request that Michelle upgrade to a softphone. 

2.  In the second example, since this is a physical conference room phone without an individual assigned, you will choose Do not implement softphone on the Telephone Upgrade Request Form. If selecting conference room, you will be prompted to enter the current device type (Examples include: Cisco IP Conference Phone or Soundstation 2 Conference Phone), to the Notes section.

What's Next?

• The next step is to fill out the Telephone Upgrade Request form for your unit. Instructions for completing the form can be found here. 
• While this is an important task, it is not intended to be overwhelming. You do not have to fill out the entire form, for all the numbers you manage, in one sitting. The form is designed to allow you to submit information as you go. You can return to the form as you gather information needed to complete your work.