This article contains instructions on how to migrate an account from a 2.0 Cloud PBX service to Intermedia Unite Unified Communications.

Important: while we are working on making things better, migration to Intermedia Unite is fully manual at the moment. The migration will require close coordination between you and Intermedia Migration team. As part of the migration process, with assistance from an Intermedia's Migration Team agent, you will need to fully configure the Intermedia Unite service for your customer/your account.

Notes: 

  • There will be downtime during normal business hours while we move the numbers to the Intermedia Unite platform.
  • New additional hardware is not included in the migration process. Hardware items from an old account will be reconfigured to work with the Unite platform. In case you would want to purchase more phones/adapters/headsets etc, you would need to create new orders on Intermedia Unite account.

If you have any questions about the process – contact your Partner Account Manager. Their contact information is located in the bottom-right corner of the Home tab in your Partner Portal.

Submit your migration request 

Discuss migration to Intermedia Unite with your Partner Account Manager. They will collect the required information from you and submit your request with the Migration Team.

Initial Call with Intermedia Migration Team Agent

Upon receipt of the request, Intermedia's Migration Team will first review the request to determine if all required information is included.

A member of the Migration Team will then reach out within 24-48 hrs to schedule, and/or discuss your request. In some cases we may need more information, or preliminary steps may need to be taken to prepare for the migration, which will be discussed on this initial call.

Review and accept the disclaimers

On the initial call, Intermedia Migration team agent will walk you through and send you an email with Migration Disclaimers, which you will need to reply with "I accept" to acknowledge that you understand the process and ready to begin the migration from 2.0 Cloud PBX voice service to Intermedia Unite.

You can see a copy of the Disclaimers below:

Click to expand
  1. While we are working on making things better, migration to Intermedia Unite is fully manual at the moment. As part of the migration process, you will need to fully configure the Intermedia Unite service for your customer. Read the Knowledge Base article on Instructions For Intermedia Unite Migration From Cloud PBX 2.0 Service for more information.

  2. Migration to Intermedia Unite is not an immediate process. The migration will take time and requires close coordination between you and Intermedia.
    Throughout the process, the partner representative, Intermedia Migration team and Onboarding agents will need to be in close communication to ensure a successful migration. The Migration team will walk you through the process and get you started. On your first call with the Onboarding team, you will be given important information to help prepare for the migration to Intermedia Unite. In working with your schedule, and Intermedia team availability, we will then jointly schedule a separate date/time for this migration so that we can move the number(s) from Intermedia’s 2.0 Cloud PBX over to Intermedia Unite.

  3. Once completed, the migration is irreversible. You/your customer will be unable to roll back your account to its previous settings once the migration has occurred. Make sure you have discussed all of the specific features that are critical for your/your customer’s business with your Sales Representative prior to the migration to help ensure business continuity upon migration.

  4. Some features will be different and will not work the same way in Intermedia Unite as they work in Intermedia’s 2.0 Cloud PBX voice service. Make sure you understand and have discussed all of the specific features that are critical for your/your customer business with your Sales Representative prior to the migration to help ensure correct expectations.
    For example, the functionality and features of Auto Attendant significantly differ between Intermedia’s 2.0 Cloud PBX voice service and Intermedia Unite, so please familiarize yourself with the capabilities and limitations associated with Intermedia Unite before agreeing to the migration. If you or your customer would like to test any of the new features on Intermedia Unite, we have demo accounts that you can test out. Please contact your Sales Representative for additional information.
    Other key changes include active hunt group status, virtual extensions, and voicemail groups. Please visit Intermedia website for a full list of available Intermedia Unite features.

  5. The billing model & pricing structure will be different on Intermedia Unite. Please review your/your customer’s new Intermedia Unite quote in detail with your Intermedia Sales Representative to understand the changes before you move forward with the migration.

  6. There will be service downtime during normal business hours while we move the numbers from Intermedia’s 2.0 Cloud PBX to Intermedia Unite as the account is being transferred from one system to the other. 
    1. The downtime may last up to several hours depending upon how many numbers you are moving.
    2. The number move will be done together with Intermedia’s Onboarding agent at the agreed-upon scheduled date/time.
      Note: no moves can be scheduled from the date that is five (5) days before your/your customer's Billing Day of the Month until the date that is two (2) days after your/your customer's Billing Day of the Month.
    3. The move will be done at the same time for ALL the numbers that you/your customer are using. Partial or staged moves are NOT available. Once started, the number move procedure must be completed within the same day.
    4. Your assistance will be required during the number move procedure.  Our Onboarding agents will first move the numbers to the Intermedia Unite platform. Then, with the assistance of an Intermedia Onboarding agent, you will need to assign the moved numbers to users and devices or Auto-Attendants in Intermedia Unite. 
    5. Once that step has completed, you or your customer will need to reboot all of the device(s) on that account.
      Note: for devices with BLF (Busy Lamp Field) line keys set up and Fax Adapters, a factory reset and clearing of local configuration on the device will be required. Our Onboarding agents will assist you with this process if needed.
    6. Any service interruption that occurs as part of this migration will not be treated as service unavailability under Intermedia’s Service Level Agreement (SLA).

  7. All items listed below will be lost during the migration process. You/your customer will need to save any of the following items that you want to keep before you begin the migration process: 
    1. Voicemail messages
    2. Call recordings 
    3. Custom hold music
    4. User and Auto Attendant Voicemail Greetings
    Important: this information cannot be retained or recovered from our systems once the migration process starts.  It is essential that, before you initiate migration, you identify and save any of the information listed above.
    Note: Webfaxes, Conference Call Recordings, and Conference Reservations will be retained, assuming the same number is used for it on Intermedia Unite as on Intermedia’s 2.0 Cloud PBX. 

  8. All warranties on Intermedia-issued phones will terminate immediately when you/your customer start your migration to Intermedia Unite.  In other words, if your/your customer’s phones are still within their one-year warranty period at the time that you begin migration, the warranties for the devices will be lost. 

  9. If you/your customer have an outstanding unpaid balance on any Intermedia-issued hardware at the time that you begin migration to Intermedia Unite, the entire unpaid balance will be charged to your/your customer's current account

  10. There will be a period where billing will overlap.  You may see duplicate charges on both your/your customer's old and new account.  Please note that the duplicate charge will be credited back to your new account upon completion of the migration.

  11. "In-place Migration" within the same account will be required for customers using both Intermedia Data and Voice services on the same account. Intermedia’s 2.0 Cloud PBX service will be hidden from your/your customer's Control Panel for the time of the migration to allow you to install and configure Intermedia Unite. We'll provide you an export of your/your customer's 2.0 Cloud PBX settings in a PDF file. 

  12. After migration is complete, your/your customer’s 2.0 Cloud PBX service with Intermedia will be automatically canceled.

Select correct account to use for migration

Intermedia Migration team may ask you to confirm the target account you’ll be migrating to.

We need to determine if any users have been created in our system. Existing users may have data services enabled, and we must avoid the user conflicts.

There are 3 possible cases:

Case 1. You/your customer have two different accounts: one account for Voice services only, the second account for Data services. In this case, you must migrate Intermedia Unite onto the Data account.

After migration is complete, the original Voice account will be closed.

Case 2. You/your customer have an account with Voice services ONLY (no Users). In this case, Migration team will ask you to create a brand new Intermedia Unite account. Or – escalate your case to Intermedia Migration team to create a new account for you.

To create a new account: navigate to Partner Portal > Voice Services Tools > Intermedia Unite > create Intermedia Unite Account or create Intermedia Unite Pro Account.

After migration is complete, the original Voice account will be closed.

Case 3. You/your customer have an account with both Voice and Data services (has Users). In this case, in-place migration within the same account will be required to migrate to Intermedia Unite.

Getting the customer account ready for Intermedia Unite

Once we receive your written approval on the Migration Disclaimers, Migration Team agent will help you to prepare your/your customer account for the migration:

  • Migration team agent will ask you to download all recordings/greetings/faxes/voicemails/hold music off of 2.0 Cloud PBX account
  • Upon your approval, we will hide PBX 2.0 service from your customer account/your account for the time of the migration process.

Note: this can be done during the initial call or separately, upon your readiness.

Configuring Intermedia Unite Unified Communication service

With assistance from Intermedia Migration team, you will then need to configure Intermedia Unite service for your/ your customer’s account.

Upon your availability, this can be done together with a Migration Team agent or on your own.

Migration team agent will provide you a document with a summary of your 2.0 Cloud PBX configuration that you could use to configure the Intermedia Unite service. Following the steps below you will gradually configure your Intermedia Unite settings to match your existing 2.0 Cloud PBX setup.
Note: the process is fully manual and will require you to manually look up and recreate auto attendant settings, hunt groups etc.

If you have any questions at this stage – contact the Migration Agent.

1. If the Intermedia Unite is not yet installed on your account. Install it by navigating to the Voice Services page. Read the Knowledge Base article on Install Intermedia Unite On A New Account for detailed instruction.

2. Create your service locations by navigating to Voice Services > Locations. Read the Knowledge Base article on How To Manage Locations for detailed instructions.

3. [If not yet created] Create your users by navigating to Users page. Read the Knowledge Base article on How Do I Create And Manage Intermedia Unite Users? for detailed instructions.

Important: don't tick the Cloud PBX checkbox, as we will enable Intermedia Unite services later during the migration.
usersettings

4. Create a Number Mapping document based on the following example.
In order for our engineers to assist you with moving numbers from your existing Cloud PBX service to Intermedia Unite, we will need a list of numbers with the accurate mapping information.
At this stage fill in the first two tabs:

  • Specify the numbers to be moved to the Intermedia Unite service by listing the numbers on the Number to move tab in the Numbers Mapping document
    • Specify if the number is Toll-Free
  • Fill in the Users vs Numbers tab in the Numbers Mapping document
    • Specify which numbers need to be assigned to which users
      • Use same User Display Name as displayed on the Users page
      • If a user has multiple numbers, specify them in a separate column
  • Fill in the Users vs Devices tab in the Numbers Mapping
    • Specify which devices will be used and by which users
    • Use the device model + device MAC address
    • If a user has multiple devices, specify them in a separate column

Note: keep the document handy, you’ll need it at the later steps.

5. Set up your Auto Attendant

Note: during the setup process the system will ask you to provide a phone number. Since your phone numbers are not moved to this account at this stage, you will need to use temporary numbers. Our engineers will swap the temporary numbers with your actual numbers when it’s time to move the numbers from the existing account. Make sure you specify the numbers to be used with the Auto Attendant in the Numbers Mapping document.

  1. Navigate to Voice Services > Phone numbers.
  2. Select Add local numbers to add temporary numbers to your account.
  3. Select the available number(s) from the inventory.
  4. Confirm parking numbers on the account.
    Note: Parking numbers might take up to 15 minutes.
  5. Once the numbers are parked, they can be used for the Auto Attendant
    Devices
  6. Proceed with creating and setting up the Auto Attendant(s) using the temporary numbers. Read the Knowledge Base article on How To Set Up An Auto Attendant On Intermedia Unite for detailed instructions.

    phonenumbers

6. Fill in the Auto Attendant Numbers Mapping tab in the Numbers Mapping document created at step 4:

  1. Specify which temporary numbers must be swapped for which real numbers for the Auto Attendants
  2. If a user has multiple devices, specify them in a separate column
    See example here.


7. Create & configure your Groups by following the instructions below.

  1. Hunt Groups
  2. Paging Groups
  3. Call Pickup Groups
  4. Receptionist Groups

8. Read the Knowledge Base article on How Do I Change the Music Played for Callers on Hold? for additional configuration options and instructions.

9. At this point make sure that the Numbers Mapping document is fully filled out.

See Example here.

Schedule your migration

Once you/your customer Intermedia Unite service is configured, contact the Migration Agent.

You will need to provide the engineer with the filled out Numbers Mapping document. 
See Example here.

Before the appointment:

  1. Your migration appointment will be scheduled at the agreed date/time with exception of 5 days before and 2 days after your/your customer's Billing Day of the Month when no migrations can be scheduled.
  2. Migration will be done together with our Migration team agent and your assistance will be required.
  3. There will be service downtime during normal business hours while we move the numbers from Intermedia’s 2.0 Cloud PBX to Intermedia Unite as the account is being transferred from one system to the other. The downtime may last up to several hours depending upon how many numbers you are moving.

Note: the migration will be done for ALL the numbers you/your customer are using at the same time. Partial or staged moves are NOT available. Once started, the numbers move procedure must be completed within the same day.

At the appointment:

  1. Migration team agent will first move the numbers and devices to the Intermedia Unite platform. Then help you to create and configure the remaining BYOP devices.
  2. With the assistance of a Migration team agent, you will need to assign the moved numbers to users and devices or Auto-Attendants in Intermedia Unite. 
  3. The Migration team agent will then initiate phones reboot.
    Note: for devices with BLF (Busy Lamp Field) line keys set up and Fax Adapters a factory reset and clearing of local configuration on the phone will be required. Our Migration team agents will assist you with this process if needed.
  4. With the assistance of Migration team representative, you will then need to verify that the Intermedia Unite service is active and there are no problems.
  5. Once confirmed, your migration will be completed and your PBX 2.0 service will be cancelled.

After the appointment:

Due to the manual nature of the migration, there will be a period where charges occur on both old 2.0 Cloud PBX and new Intermedia Unite services. These charges will be automatically credited into your account. Billing team will assist with the required refunds, if needed.
Note: if you have any questions at this stage – contact your Account Manager.

Complete the remaining Setup

1. Create Resources & Utilities:

  1. Resource accounts
  2. Webfax Accounts
    Note: make sure you use same number for a WebFax resource as was used in PBX 2.0
  3. Conference Bridge
  4. Fax Resource

2. Complete Users setup:

  1. Make sure Emergency 911 Information is correctly set for all users.
    Note: User Device’s Emergency 911 Address was prefilled with the User’s Location by default. If the physical device location is different, it should be changed. Read the Knowledge Base article on How Do I Change e911 Information? for more information.
  2. Setup Find Me, Follow Me (forwards calls to another number) (optional):
  3. Setup Outbound caller ID (optional). Read the Knowledge Base article on How Do I Create And Manage Intermedia Unite Users? for more information.

3. [If not yet enabled] Enable service for your users:

Intermedia Unite includes file sync and share with backup for desktop, mobile devices, and file servers. Read the Knowledge Base article on SecuriSync: Getting Started for more information.

4. [If not yet enabled] Enable Intermedia AnyMeeting for your users:

Intermedia Unite includes HD video conferencing and screen sharing for increased collaboration and productivity. Read the Knowledge Base article on Getting Started With Intermedia Intermedia AnyMeeting In Control Panel for more information.

5. Make sure Toll Free numbers have correct plan assigned.

Pay per Use plan was used by default for all Toll-Free numbers during the numbers move. Make sure this is the correct plan by navigating to the settings of an object that has a Toll Free number assigned.