Voice System Replacement Project


Project Communication

UNM will be transitioning all existing phones from the current voice platform provider to a Cisco solution. This solution will best meet UNM’s current and future evolving needs. UNM’s current platform will be end of life March 2026, with support ending in December 2026. As the project team finalizes the timeline for migrating all phones, there will be a staged approach to moving phones which will begin with a group of main and branch campus departments and/or buildings. Later stages will migrate the remaining main, branch, and HSC phones. The numbers assigned to existing phones will not change. We look forward to working with you on UNM’s new phone system.

Timeline

  • Pre-Migration planning
    • Building 156 (Onate)
    • Building 331 (Crystal Growth Facility)
    • Building 53 (Zimmerman)
    • Building 14 (SMLC)
    • Building 4 (ElzabthWaltCarlisleGym)
    • Building 8 (Bandelier Hall East)
    • Building 12 (Anthropology Annex)
    • Building 19 (Biology Annex)
    • Building 20 (INTERNAL AUDIT)
    • Building 29 (Dispute Resolution)
    • Building 44 (Title V & Mentoring Inst)
    • Building 46 (EECE/Centennial Library)
    • Building 48 (Dane Smith Hall)
    • Building 51 (University House)
    • Building 65 (Travelstead Hall-Edu. Adm)
    • Building 68 (Masley Hall)
    • Building 88 (Student Residence Center)
    • Building 112 (Centennial Eng Ctr(07/08))
    • Building 158 (Robert Hartung Building)
  • Migration scheduled
    • Building 119 (Farris) December 3rd, 2025
    • Building 9 (Marron Hall) December 4th, 2025
    • Building 195 (Pearl Hall) December 17th, 2025
    • More buildings will be scheduled as coordination completes
  • Recently completed initial migration
    • Building 153 (IT Technology) September 25th, 2025
    • Building 34 (Logan Hall) October 28th, 2025
    • Building 23 (Mitchell Hall) October 28th, 2025
    • Building 114 (PAIS) November 4th, 2025
    • Building 54 (McKinnon) November 19th, 2025
    • Building 87 (Parish Library/AGSM) November 20th, 2025
    • Building 76 (ASM) November 20th, 2025 

General FAQs

  • 911 will continue to operate as an emergency response number.
  • Soft phone: You will be prompted to enter your location upon logging in to soft phone.
  • Desk phone: Site contacts will be asked to provide this information to UNM IT via a migration sheet. It will then be provided to 911 dispatch.
  • These phones will continue to operate as normal during the migration.
  • These lines will be migrated to our new service provider.
  • These phones will continue to operate as normal during the migration.
  • These lines will be migrated to our new service provider.
  • These were used in the old system to place calls on hold and make outbound calls from a secondary line.
  • They’re no longer needed in the new system and can be disconnected unless still in use—add a note to the spreadsheet providded to your site contact if so.

Project FAQs

Phone and Device FAQs

Phone numbers will remain the same.
Yes, there will be a decision made by your department contact on either a new desk phone or a soft phone on your workstation or a combination of both. See FAQ "What are the eligibility requirements for a soft phone (UNM Main Campus/Branches) for eligibility details?"
  • Soft phone is an application on your PC that replicates what a desk phone would look like.
  • Desk phone is a physical phone device that can be placed on the desk.
  • Features:
    • Both devices offer the same core features. The softphone does include a unique option that allows for up to 10 programmable buttons. However, if you’re using both a softphone and a desk phone, your button assignments will be limited to the 6-button maximum supported by your desk phone model.
  1. Lift the handset (or press speaker/headset).
  2. Dial 8 to get an outside line.
  3. Dial 1 + the area code + the 7-digit phone number.
    1. Example: To call (303) 555-1234, dial: 8 + 1 + 303 + 555 + 1234.
  4. When prompted, enter your long-distance authorization code.
  5. Press # to complete the call.
  1. Lift the handset (or press speaker/headset).Dial 8 to get an outside line
  2. Dial 011 (the international access code).
  3. Dial the country code + city code + the local number.
  4. When prompted, enter your long-distance authorization code.
  5. Press # to complete the call.

    1. Example: To call London, UK (20-7946-1234), dial:
      8 + 011 + 44 + 20 + 7946 + 1234, then enter your code + #.

Users must have a UNM managed PC/Laptop. The technical requirements for the softphone can be found here: soft phone technical requirements.
No, a soft phone is not meant to replace the functionality of a cellular device.
Screenshot of a soft phone application showing recent call history on the left, a dial pad in the center, and options for audio or video call at the bottom.
A headset is recommended for the use of a soft phone. Departments are responsible for providing headsets.

Cisco desk phone with a handset, full keypad, navigation button, and a color display showing time and calling options.

 

Close-up view of a Cisco desk phone screen displaying the time, date, and soft key options including Redial, New Call, and Forward.Close-up desk phone

Cisco Headsets

  • Cisco 561 – Wireless single-ear DECT headset

    • For users who need mobility and awareness of surroundings

  • Cisco 562 – Wireless dual-ear DECT headset

    • Best for noisy or shared workspaces

  • Cisco 980 (Bang & Olufsen) – Premium Bluetooth headset

    • For high-fidelity sound and all-day comfort

Jabra & Poly Headsets

  • Jabra Engage 65 / 45 SE – Reliable DECT wireless with strong range

  • Poly Savi 7220 Office – Comfortable, office-ready performance

  • Poly Voyager 5200 Office – Bluetooth model for desk + mobile use

  • Plantronics CS540 – Budget-friendly, single-ear DECT option

Compatibility Notes

  • All models connect via USB-A (use a USB-C adapter if needed).

  • Cisco 9851 phones require PhoneOS 3.3(1) or newer for full call control (answer, mute, volume).

  • Bluetooth models like the Cisco 980 or Poly Voyager 5200 require the approved USB dongle for best performance.

Quick Recommendations

A table listing common user needs (e.g., mobility, noise isolation) with the recommended compatible headset models
NeedRecommended Model
All-day comfort & mobilityCisco 561
Maximum noise isolationCisco 562
Premium audio experienceCisco 980
Desk + mobile flexibilityPoly Voyager 5200 Office

Voicemail, Programming, and Forwarding FAQs

  • Greetings: this will need to be setup by the user in the new phone system.
  • Messages: these will not be migrated or saved, please take note of any important messages prior to migration.
  • Any phone with voicemail will be setup for busy and no answer by default.
  • If the phone is being forwarded to another number, cell phone, other UNM number, etc., this will need to be setup after migration.
A rollover line is an additional phone line that incoming calls are automatically forwarded to when the primary dialed line is busy or goes unanswered.
  • A line appearance is a button on your phone that represents another telephone line in addition to your primary line.
  • Line appearances can lamp, or lamp and ring.
A hunt group is a feature in a phone system that distributes calls from a single phone number to a group of numbers in a company.

ACD and Auto Attendant

Contact Center services will be migrated in a later phase of the project. Departments using ACDs or Auto Attendants will be contacted separately to coordinate the migration of their Contact Centers.