Migration to Zoom Phone proceeding after Commencement
May 24, 2022
Kyle Filipe
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As part of the ongoing modernization of MIT's communications infrastructure and services, Information Systems and Technology (IS&T) is migrating the Institute's cloud-based telephone service to the Zoom platform.

IS&T has recently completed the successful migration of more than 1,000 phone lines of pilot participants and early adopters to Zoom Phone. Community feedback on the transition has been positive, and DLCs continue to opt-in to migrate their users and organizations to Zoom Phone. In June, IS&T will proceed with migrating any remaining DLCs and individuals with MIT telephone services to the Zoom Phone platform.

Benefits

While the Zoom Phone service features all the functionality of the current phone system, it will also unify the Institute’s telephone and video conferencing services on a single reliable and familiar platform, eliminating the need for additional applications or devices for phone calls.

Community members can use their MIT phone number wherever they are, through a computer, mobile app, or desk phone, supporting on-campus, remote, and hybrid work seamlessly, with no need to use a personal number while conducting MIT activities.

This transition will provide MIT a modern and unified collaboration platform that will support rich interactions across telephony, video, and Zoom meeting rooms, ensuring that MIT is positioned to fully embrace and support hybrid work as we pivot to an increasingly changing world.

Next up: softphone users

IS&T will begin the general Zoom Phone rollout on Monday, June 6, with the migration of roughly 1,400 community members who have already enabled the "softphone" capability for their MIT phone accounts. This will allow these individuals to immediately benefit from using the Zoom application for their calls and avoid a known issue with the BroadSoft iOS softphone client (UC-One Communicator).

Migration schedule

Immediately following the softphone user migration, IS&T will proceed with migrating all remaining MIT BroadSoft phone accounts to Zoom Phone.

Beginning Monday, May 23, community members will be able to see when their account(s) are scheduled for migration by visiting voip.mit.edu. IS&T will notify individuals by email two weeks before an account they own or administer is scheduled for migration.

Note that certain phone numbers have been identified for migration at a later date, and will not yet show a scheduled date on voip.mit.edu. IS&T will work with those administrative units to ensure a smooth migration.

Self-service migration

Beginning Tuesday, May 31, certain MIT phone accounts will be eligible to be migrated to Zoom Phone earlier than scheduled. For these accounts, a button will be visible at voip.mit.edu allowing the owner or administrator to initiate a migration in the next available window. The IS&T Knowledge Base (KB) has more information on self-service migration.

Embrace softphones

In conjunction with this transition, IS&T encourages you to adopt a softphone-first approach. Using the Zoom client for telephone calls will provide your teams a simpler, more seamless work experience, and better support remote and flexible work.

Information to review

The KB has a number of resources to help you prepare you for this migration:

If you need assistance with Zoom Phone or any other IT issue, contact the IS&T Service Desk.

1 Comment

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bales@mit.edu | Jun 7, 2022 | 11:56 AM

OK, so I read this, and the only benefit of this new system that I can see is that, with it, I can make phone calls from my MIT provided computer (or my personal smart phone or my personal computer) and it will show up as coming from my work phone. That might be useful on occasion for me and I can imagine people for whom it is very important (e.g., triage nurses from MIT medical who are working remotely).

Everything else is a hash of buzzwords that I cannot translate into any specific change. For example:

"rich interactions across telephony, video, and Zoom meeting rooms". What interactions might these be? (There may be useful examples, of such "rich interactions", but MIT IS&T does not tell us.)

"ensuring that MIT is positioned to fully embrace and support hybrid work". So, we are to believe that being able to place work calls from our home yet have them appear as coming from our work number is the only thing preventing MIT from "fully embrac[ing] and support[ing] hybrid work"?

And, of course, "as we pivot to an increasingly changing world" is meaningless.

It would be nice if MIT IS&T would put together a simple, direct description of the new system, laying out how, specifically, it works, and highlighting the useful features.

Such a description would be helpful and likely get your colleagues supportive of the change. This fire-hose of buzz word babble has the opposite effect, at least for this colleague of yours.

Best
Jim Bales