January 8th, 2025 starting at 4:00 PM, Missouri Slope will be transitioning our phone PBX platform from Mitel to 3cx.

Current Status:

• [2025-01-10] All Mitel Devices have been migrated. If you find a Mitel device that is not working please contact helpdesk@mslcc.com
• [2025-01-10] We are still working on replacing some Shoretel / Mitel 480g devices that were unassigned from extensions in Mitel. Impact of this should be minimal. If you have or find a 480 that is still active, please contact helpdesk@mslcc.com
• [2025-01-10] All Direct Dial Numbers are now functional. 
• [2025-01-10] WA Doorbells are working as expected.
• [2025-01-11] HV Doorbells are now working as expected. 
• [2025-01-15] We have fixed and issue where incoming Caller ID was not being displayed from our telco.
• [2025-01-21] Overhead paging at Hillview has been eliminated. Hillview pages will now only come to deskphones and spectralink cordless devices. HV Paging is initiated by pressing the "HV Page" button on any deskphone or by calling extension 1898 
• [2025-01-21] We have fixed an issue with certain extensions not showing caller id names when calling another extension.
• [2025-01-21] Receiving pages to Washington Spectralink cordless phones is in progress. A device to make this possible has been ordered. This point will be updated once that is in place. Current expected install date is 1/29.

3CX How-To Information

1. The new client can be accessed via any browser.
   KB article: 3cx - Web Client - Login
2. Usage: Making calls, Searching Directory, Managing Queues
   KB article: 3cx - Web Client - Common Uses
3. Record Voicemail Greetings:
   KB article: 3cx - Voicemail - Change Voicemail Greeting
4. Managing Voicemail via Desk Phone
   Our Voicemail Extension: 9999
   Help via 3cx: Managing your Voicemail using any Desk Phone
5. 3cx Mobile App Setup
   KB article: 3cx - Mobile App - Setup
6. Mobile app usage:
   Help via 3cx: iOS | Android

Questions:

1. What campuses does this affect?
   Answer: All sites. Both Hillview and Washington campuses will transition at the same time. All service lines will as well.
   
2. Does this affect all phones?
   Answer: Yes, but Cellular / Mobile phones will not need any change. If you have a Shoretel, Mitel, Polycom, or Spectralink device it will need to be converted.
   
3. Do I get a new phone?
   Answer: Maybe. If you have a Mitel / Shoretel 480g, then yes you will get a new Yeahlink phone. All Mitel 6900 series devices are compatible with some configuration. All the 6900 series devices will be transitioned to 3cx.
   
4. Why new Yeahlink and not new Mitel devices?
   Answer: Yeahlink devices are the premier partner device for 3cx. Going forward all new phones installed will be Yeahlink devices. However, our fleet of Mitel phones work the same and as well in most scenarios. While this is the case we will continue to use and support these devices.
   
5. Will a Mitel phone really work as well as the Yeahlink on 3cx?
   Answer: Yes. We have worked very diligently over the last 6 months to make sure the Mitel devices are up to 100% feature parity with the Yeahlink devices. For some rare advanced setups Mitel devices may need to be configured via different means, however they are just as capable as their Yeahlink counterparts.
   
6. Does my extension change?
   Answer: No. It shouldn’t. Extensions were migrated from Mitel and kept the same in nearly all cases. Any instances of change were on background system extensions. Users likely never see or use them. The same applies for workgroups and hotlines. The numbers or extensions were not altered. As always, we suggest using the directory built into the system and on the phones to lookup contact numbers.
   
7. Does my direct dial number or direct dial number to a hotline change?
   Answer: No. Direct Dial assignments were migrated from the Mitel system the same as extension number assignments were. There should be no change to the direct dial number your extension or hotline is assigned.
   
8. How do I know when my desk phone is converted to 3cx and ready to use?
   Answer: Easiest way to determine this is that your phone screen will look different. All Mitel and Yeahlink devices connected to 3cx will now be equipped with a black background which is displaying the Missouri Slope logo. This is a feature of 3cx only, so if you see that you are most likely good to go. Also a good functionality test would be to pick up the phone and call a number or extension. For example, dialing the voicemail system at extension 9999. If you get the voicemail menu then your extension is all set.
   
9. Do I need to re-record my outgoing voicemail greetings?
   Answer: Yes. Due to the volume of greetings in Mitel we did not migrate existing voicemail greetings to 3cx. You will need to re-record your outgoing messages.
   
10. I really had the perfect outgoing voicemail greeting. Is there really no way to reuse it?
    Answer: Missouri Slope IT can migrate outgoing messages from Mitel. They do need to be checked for compatibility first. If you wish to have an existing greeting migrated please contact helpdesk@mslcc.com to initiate this process. Please note compatibility is not guaranteed and that all cosmetic changes like this will be completed only once we have comfortably completed all other migrations to 3cx.
    
11. Did my voicemail pin change?
    Answer: No. We migrated voicemail pin numbers along with your extension details from Mitel. This is a point in time change, so if you have changed your pin in the last couple of weeks, try your previous pin. If any pin you have had in the past is not working you can change it in the 3cx web app via the settings menu or please raise a case with helpdesk@mslcc.com
    
12. Do I need to dial 9 to call outside numbers?
    Answer: No, but you still can. At this time, we will support both sans 9 and 9 prefixed external dials. If support for this changes in the future, we will provide an update stating so.
    
13. Can we send faxes before / after / during transition?
    Answer: Yes. A few years ago all faxing was unlinked from our phone system. In and out faxes will continue to work normally throughout the entire conversion
    
14. Do I HAVE to use the mobile app on my cell phone?
    Answer: No. Using the mobile app is 100% optional. We do believe this is a very powerful and enabling tool to now have available. Everyone’s needs will vary and it is up to you to determine if you wish to use it or not.
    
15. I setup the 3cx app on my mobile device, do I have 2 extensions now?
    Answer: No. Your mobile app becomes a secondary device connected to your existing extension. When called, your desk phone and mobile app will ring together. Likewise, people you call from your mobile app will see your normal extension calling them.
    
16. Can my mobile app be used if my desk phone isn’t configured yet?
    Answer: Yes it can. Once you setup your mobile app it will begin to function like a phone on 3cx. This is a great option to use while your desk phone is awaiting its new provisioning.
    
17. If I use the mobile app then my cell phone will ring when my extension is called?
    Answer: Yes. The app can make and receive calls just like your desk phone does.
    
18. The app sounds great, but I do go home and don’t need to get calls while I am out.What can I do about that?
    Answer: Absolutely understandable. The best way to control this is by setting your office hours the 3cx web app. This will change your availability mode automatically while you are off. The app offers other options like silent mode which will stop the app from ringing. Android devices can even disable and enable the app on demand.
    
19. When the exterior doors lock after hours the doorbells ring cordless phones at the units.Does this change at all?
    Answer: No. This process will continue as is. But we did have a compatibly issue between the doorbells and Mitel that unnecessarily limited the amount of phones that doorbells could ring at one time to 3. With 3cx this limitation was tested and does not apply. 3cx will able to ring all phones (desk and cordless) at the units simultaneously.
    
20. I am planning on defaulting my phone as instructed. But there is a phone down that hall from me that no one “owns”. Should I reset that device too?
    Answer: Sure, that would help greatly. Missouri Slope IT will reset all devices that haven’t been reset by users. So these “ownerless” devices will be reset later in this process, but if it is reset by any user during the reset period (1/8/2025 4pm+) we will configure it for 3cx with priority like any dedicated extension.
    
21. Does the process for paging change?
    Answer: We do not expect any changes to either campus for their paging process. There will now be dedicated paging buttons for “HV Paging” and “WA Paging” on all Mitel and Yeahlink phones. These buttons are location aware. So Hillview phones will only have “HV Paging” buttons and Washington phones will only have “WA Paging” buttons.
    
    Update -[2025-01-21] - Overhead paging at Hillview has been eliminated. Hillview pages will now only come to deskphones and spectralink cordless devices. HV Paging is initiated by pressing the "HV Page" button on any deskphone or by calling extension 1898
22. How can I leave a message for a voicemail group like "Resident Status Notifications" or "Missing Items" in 3cx?
    Answer: Unfortunately voicemail groups are a feature of Mitel that is not a feature of 3cx. Group paging has been replaced by text based group notifications. Please see post https://portal.mslcc.com/?p=4157015 for more details.