Summary

Our goal is to move your voice service to our platform with minimal disruption to your business. You keep the phone numbers and caller ID your customers expect, devices are reprovisioned on a coordinated schedule, and a single Success Coordinator from our team runs the project from kickoff through handoff so you don’t have to chase multiple teams. They manage access, inventory collection, the build in our domain, scheduling, cutover coordination, verification, and post-migration handoff — working alongside one of our Success Engineers, who handles the technical configuration and testing.

The result: continuity of service, a single point of contact for questions, and you’ll know what’s happening and when.

Most migrations run 2–6 weeks from kickoff to handoff, depending on inventory size and porting timelines. Contact us to scope your project and get exact pricing.

Deployment models

If you plan to integrate services with an on-premise PBX system via SIP trunk (a VoIP connection to another phone system, usually on premises), responsibility is split between us and you.

Some clients prefer to keep their on-premise PBX, and that’s fine — here’s how the work splits when we go that route:

• Ours:
  • Provide SIP trunk configuration details
  • Ensure trunk readiness from the platform side
• Yours:
  • Configure and manage the on-premise PBX system
  • Ensure successful registration and connectivity to the provided SIP trunk
  • Handle all required network, firewall, and PBX-level configurations

Your Success Coordinator will walk through this split during planning so you can agree on the split before work starts.

Phase 1 — Planning

Purpose: gather access and context, define scope, and agree on acceptance criteria and schedule.

Access and inventory collection

• You (or your designee) provide PBX or platform credentials and any concerns or priorities for the migration.
• We work with you to determine the cutover date.
• We log into your current platform using the credentials or access you provide.
• We collect an inventory of DIDs (phone numbers), 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 aren’t available, we’ll note what we could and couldn’t grab and let you know what’s still needed.

Scope definition

• We confirm which items will be migrated and which will not, and include the non-migratable items in the agreement.

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 your confirmation.

Roles and responsibilities

• Your Success Coordinator coordinates the work and is your single point of contact.
• Our Success Engineer handles the technical build, configuration, and testing.
• You provide credentials, device lists, and porting information.

Deliverables from Planning

• Inventory export that shows what was collected and what was not accessible.
• Agreed scope and the accepted list of items that won’t be migrated.
• Cutover timeline and communications plan.

Phase 2 — Implementation

Purpose: build your domain on our platform and prepare devices and routing for cutover.

Copy and translate configuration

• Our Success Engineer copies accessible items and translates them into our platform equivalents.
• We create your domain and configure users, extensions, numbers, and devices.

Routing recreation

• Our Success Engineer reviews the routing on your old platform by hand and rebuilds it on ours to match our build standards.

SIP Trunk setup and validation (on-prem PBX integrations)

• We create and configure the SIP trunk on our platform using one of the following methods:
  • Static IP authentication (IP-based trunk)
  • Username/Password authentication (registration-based trunk)
• We confirm the SIP trunk is provisioned and available on our platform via the Manager Portal.
• We provide the SIP trunk details to you for PBX-side configuration.
• We do not access, configure, or make changes to the on-premise PBX system.
• We follow up via the active ticket to track your progress on the on-premise PBX setup.
• The trunk only works once you finish the PBX configuration on your end.

Phone provisioning preparation

• We add phone MACs and prepare provisioning files for supported devices, and schedule with you if any device requires onsite personnel or special access.

Review and approval

• You review the configured domain and give us the green light before we schedule cutover.

Deliverables from Implementation

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

Phase 3 — Cutover for Customers on a Hosted Platform

Purpose: reprovision devices, validate voice service on our platform, complete porting, and hand over for production.

Reprovisioning and temporary routing

• On the scheduled day, our Success Engineer reprovisions your devices to our platform during the agreed window (evening windows available through 9:00 PM EST M–F).
• We forward your phone numbers to temporary DIDs we provide so we can test voice continuity. Outbound caller ID is masked so it still shows your original number(s). At this point your voice service is running on our platform.

Porting and finalization

• When carrier porting completes, your original DIDs are moved to our platform and the temporary DIDs are removed.

Verification and acceptance

• Our Success Engineer tests everything against the acceptance criteria in your agreement: inbound calls, outbound caller ID, auto attendants and IVR, voicemail, and hunt groups/queues.
• You receive a post-migration report showing what was completed and any known gaps.

Deliverables from Cutover

• Verified, working voice service on our platform.
• Post-migration report listing what was completed and any known gaps.
• You and your Success Coordinator confirm together that every deliverable from the agreement has been completed and tested. Future support requests go through normal channels.

What we will migrate and recreate

• 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 you
• Voicemail greetings when accessible or provided
• Voicemail PINs when provided by you
• 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

• Call recordings unless you export and provide audio files
• Call history and CDRs (we do not import call logs)
• Stored voicemail audio unless exported and provided by you
• Fax history unless exported and provided by you
• SMS and MMS (multimedia messaging) 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 you

Your responsibilities

• 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 (multifactor authentication), coordinate an access window with us.
• 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 you (or your designee) want 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.

Interested in Professional Migration Services? Contact us and we’ll take it from there.