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
Timeline Coming Soon!
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
Please email voiceproject@unm.edu.
Please email voiceproject@unm.edu.
Continue to use help.unm.edu and these requests or incidents will be processed as normal.
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.
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.
A headset is recommended for the use of a soft phone. Departments are responsible for providing headsets.
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.
