RingCentral

Project information 

RingCentral MVP Unified Communications as a Service (UCaaS) has been selected to provide phone services for the university, replacing our existing on-premises legacy phone system. In 2017, ITS initiated a series of projects to modernize the campus network to support the evolution of services to the cloud. Migrating to RingCentral provides improved services that support student success, sustainability, branding and community engagement; aligns with ongoing ITS technology modernization efforts and strengthens business continuity and disaster recovery. 

The project has begun (January 2023) and is expected to take between 12 and 18 months to complete. There are several phases of the implementation project with many activities.   

Preparation  

ITS is partnering with RingCentral throughout the implementation. Phone extension and location data are being prepared for the migration to the new system. ITS will be working with each department to ensure the data is accurate. It is important that the phone extension and location data is carefully and promptly reviewed by departments. The new system will be migrated by departments and buildings.  Schedules for the migration will be identified and published when available.   

Unified Communications  

During the migration to the RingCentral MVP Unified Communications platform, phone extensions will be moved from the Avaya PBX system to RingCentral MVP.  Moves will be scheduled by building and department.  New handsets and/or headsets will replace existing phone handsets. Training on RingCentral features and customizations will be delivered with online videos.  This phase is estimated to last for 18 months while all university phones are migrated. 

Contact Centers  

As phone extension migrations progress, university call centers will be migrated to RingCentral Contact Centers. Automatic routing and callback features will serve students during peak call times.  Workforce management features will assist both supervisors and agents in delivering services to university students, faculty, and staff.   

Contact Center migration is in the preparation phase. Scheduling and data preparation is underway.  The ITS Service Desk will be the pilot call center and will migrate to RingCentral Contact Center during the Spring 2023 semester.  

Stay Tuned  

Please check back often as additional information will be added as it becomes available.