Phone Cloud Migration: Frequently Asked Questions

Phone Cloud Migration: Frequently Asked Questions

1. What is changing with the migration?

We are moving from voice communications infrastructure maintained at Duke to Webex Calling, a cloud-based telephony solution, as part of our cost-reduction strategy.

2. Is there a new dialing requirement?

Yes. 10-digit dialing is now required for all calls internal and external (e.g., dial 919-555-1234 instead of 555-1234). This applies to all users on Webex Calling.

3. How do I check voicemail left on the old phone system?

If you currently have voicemail configured for your phone, a new voicemail box will be created for you in Webex Calling.

Email notifications for voicemail will include transcription which is a new feature. After your migration, deleting email notifications will not delete the voicemail message from your phone. Use your phone or Webex app (softphone users only) to delete unwanted voicemail messages.

Voicemail messages left on the old system can still be accessed by dialing 919-613-MAIL (919-613-6245). Messages on the old system will be available for no less than 90 days.

For instructions on accessing your old voicemail and setting up your new voicemail, please see this KB article.

4. What happens to Jabber?

Jabber’s phone functionality will not work with Webex Calling. If you previously used Jabber for phone service, you need to transition to the Webex app as part of your department's migration. You can download the app here: https://www.webex.com/downloads.html

Jabber for chat use only will continue to work for the near future. If you use Jabber for chatting with contacts outside of your department, you can keep using the app.

5. Will my phone interface change?

Yes, phones connected to Webex Calling will have a slightly different interface (e.g., plain blue background, some button changes), but core functionality remains similar.

6. What about call forwarding?

If you had call forwarding set, you will need to reset it following your migration. 

You can set call forwarding using the Webex Calling user hub: https://user.webex.com

7. Emergency calling (911) – any changes?

Emergency calling works as before but ensure your location information is correct in the Webex app (softphone users only) for accurate dispatch.

8. How do I request a new phone?

Traditional desk phones and “softphones” (Webex App for desk and mobile use) are available upon request. If your department needs additional phones following your migration, place a request:

University users: Contact the OIT Service Desk.

Health system users: Contact DHTS Service Desk and request a ticket for Account Management.