Converged Communications Project

Announcement

Important! Do not use Jabber to make 911 emergency calls. For emergency calls you must use a landline or your mobile phone service.

Information about telephone services which are not part of the Converged Communications Project (including voicemail) can be found under the IT Infrastructure Services tab at the top of this page.

 

Project Summary

Cisco Unified Communications has been selected as the new voice collaboration platform to service our community. The University's current voice platform has reached the end of manufacturer support which necessitates the replacement of the system. This also presents an opportunity for West Chester University to integrate the voice system with other collaborative systems such as email, instant messaging and conference calls. As part of these changes, users will have mobile campus communication connectivity, integrated voice and video as well as enhanced call center technologies for our student services offices.

 Key Benefits

  • Replacement of current voice system that has reached end of service
  • Increased mobility - users will have the opportunity to use software-based clients as well as traditional desk phones
  • A single telephone number for both desk and mobile communications
  • Persistent messaging and shared presence status across applications
  • Safety and alerting features which transform devices into a powerful system for IP paging and emergency notifications
  • Voice service integration with other collaboration tools
  • Enhanced call center functionality  

Affected Users

All University faculty, staff and students who use University voice systems will be affected. The IT Infrastructure Services department will work with each department to thoroughly plan out and migrate existing telephones to the new system in a structured approach.  Since the new system will have enhanced functionality, we will also provide documentation and short video tutorials which will show users how to use the new hardware and software technologies.  While basic call functionality will remain the same, scheduled training sessions will be provided for users looking to take advantage of the enhanced features and functionality.

 When Will the Changes Take Place?

The system migration is scheduled to take place over an 18 month period, with an anticipated start December 2019. The IT Infrastructure Services group will contact campus departments in advance to schedule the upgrades for their respective areas.

New Phone Video

 

FAQ's

Why is the University changing its voice platform?

The University's current voice platform has reached its end of life and manufacturer support which necessitates the replacement of the system. This also presents an opportunity for West Chester University to integrate the voice system with other collaborative systems such as email, instant messaging, conference calls, etc.

What changes will I see?

Basic phone functions (dialing, hold, transfer, conference) will remain the same although you may access these features differently. The new system will offer a more integrated approach in how you use your phone. With the availabity of desk and PC based phones (softphones), you will now have the opportunity to

  • Manage some features (speed dial, phone contacts)
  • Manage calls  (click to call, call forwarding)
  • Manage your 'presence' from a mobile device
  • Choose to only use a software based phone through Cisco Jabber
  • Chat/IM through Cisco Jabber

What will stay the same?

Your phone number will remain the same.
Anyone who currently has a desk phone will receive a new desk phone.

Voicemail access will remain the same. Dial 2232 or press the button that looks like a cassette tape on your new phone. Your voicemail password will remain the same. If you do not remember your voicemail password, please submit a ticket through ServiceNow for a password reset. Your voicemail greeting will carry over, no need to re-record. If you would like your voice messages forwarded to your email, please submit a ticket through ServiceNow. More information about voicemail, including instructions can be found at the IT Infrastructure Services tab at the top of this page.


You will continue to dial 4-digit extensions for on campus calls and 8 + 1+ 10 digits to call off campus.


E911 services will not change and has been reviewed with Public Safety.

Automated attendant menus will not change - no need to re-record.

When will I get my new phone?

The IT Infrastructure Services team will work with university departments to plan the migration schedule. The migration completion target is December 2020. The migration will focus on replacing basic phone functionality in the initial rollout and then gradually introduce new features and services. 

I heard that users may not need a desk phone. Why is that?

The new system's Cisco Jabber application offers a software based phone that allows you to place and receive phone calls using youre WCU assigned telephone number while using your computer or mobile device. More information is available on the Cisco Jabber section of this website.

Will I still pay a monthly line fee if I choose to use a PC based phone?

Yes, your department will continue to pay a monthly fee for each telephone line/extension. The fee will be the same rate for a desk phone or a PC based phone.

Will there be a cost to departments?

The project will cover the cost for the core infrastructure, licensing and the initial replacement phones (anyone who currently has a desk phone will receive a new desk phone). The project team has selected replacement phones that meet or exceed the capabilities of your current model. After the project is complete, departments will be expected to fund new phone installations as they do today. Departments will continue to pay a monthly fee for each telephone extension.

Will voicemail change?

Voicemail access will remain the same. Dial 2232 or press the button that looks like a cassette tape on your new phone. To access voicemail from off campus, dial 610-436-2232 and then press # followed by your user ID (your campus 4 digit extension) and then you will be prompted to enter your voicemail password. Your voicemail password will remain the same. If you do not remember your voicemail password, please submit a ticket through ServiceNow for a password reset. Your voicemail greeting will carry over, no need to re-record.

How do I dial to place a call off campus?

You will continue to dial the 8+1 prefix + 10 digit telephone number to place a call to a non-campus telephone number. Dial only the 4-digit extension for on campus calls.

What about fax services?

The initial rollout is focused on replacing user desk phones, we will address fax machines later in the project. Your fax machine will continue to operate normally.

Will I lose phone service while I am migrated?

There may be a temporary, intermittent outage as phones are replaced but it is expected to be very minimal.

What is a soft phone?

A softphone is a software program for making telephone calls over the Internet using a general purpose computer, tablet or mobile phone. The new system's Cisco Jabber application offers a software based phone that allows you to place and receive phone calls using youre WCU assigned telephone number while using your computer or mobile device. If you choose to make software based calls, you may not need to have a desk phone. More information is available on the Cisco Jabber section of this website.

Will training be available?

Yes! While basic call functionality will remain the same, the new system will also have enhanced functionality. Documentation and short video tutorials are provided on this website which show users how to use the new hardware and software technologies. We encourage you to participate in a hands on group training session which will provide a basic phone overview and review phone features and functions such as last number redial, view missed calls, forward all calls, pair a mobile device and use of the Cisco Jabber mobility client. 

Visit WWW.WCUPA.EDU/FAST for training schedule dates and times.

 

Time Line

Milestone Date Status
System Infrastructure Installation August 2019 - September 2019 Completed
Pilot (IS&T) October 2019 Completed
Phased Migration/Deployment December 2019 - December 2020 In Progress
Project Completion December 2020 On target

Current Project Status

Phone Deployment is substantially complete. The only building remaining is The Graduate Center at 1160 McDermott Drive. (updated July 1, 2020). We are currently working on moving analog lines to Unified Cisco Communications.

Phone Deployment Timeline

Building Name Scheduled Date Status
114 W. Rosedale February 25, 2020  Completed
13/15 University Ave  May 26, 2020 Completed
20 Linden St February 6, 2020  Completed
201 Carter Dr Jan 25 - Feb 1, 2020 Completed
25 University Ave May 21, 2020  Scheduled 
624 S. High St January 19, 2020 Completed
703 S. High St February 6, 2020 Completed
809 Roslyn February 6, 2020 Completed
811 Roslyn February 6, 2020 Completed
821 S. Matlack (Warehouse) February 4, 2020 Completed
823 S. High St February 6, 2020   Completed
850 S. New St February 11, 2020 Completed
887 S. Matlack January 23, 2020 Completed
Allegheny Hall  June 9, 2020 Completed 
Anderson Hall February 29, 2020 Completed
Business & Public Management Center February 22, 2020 Completed 
Brandywine Hall June 9, 2020  Completed
Commonwealth Hall - Student Health Services June 8, 2020 Completed
Commonwealth Hall - Volunteer & Service Learning June 8, 2020 Completed
Commonwealth Hall June 8, 2020  Completed
E. O. Bull Center for Performing Arts January 30, 2020 Completed
East Village Apartments June 11, 2020  Completed
Ehinger Gym/Ehinger Office Annex January 19, 2020 Completed
Farrell Stadium February 11, 2020 Completed
FHG Library May 28, 2020  Completed
Filano Hall May 27, 2020 Completed
Goshen Hall  June 2020 Completed
Graduate Center (McDemott Drive)    
Hollinger Field House January 19, 2020 Completed
Killinger Hall June 2020  Completed
Lawrence Center May 19,2020  Completed
Main Hall May 27, 2020  Completed
McCoy Garrison February 11, 2020 Completed
McKelvie Hall May 20, 2020  Completed
Merion Science Center June 4, 2020  In progress
Messikomer May 20, 2020  Completed
Mitchell Hall March 1, 2020  Completed
Nursing - Exton (Whiteland Business Park) January 18, 2020 Completed
Old Library February 13, 2020 Completed
Peoples Building February 20, 2020 Completed
Philips Memorial Building  March 9, 2020 Completed 
Recitation Hall February 15, 2020 Completed
Reynolds Hall  March 3, 2020 Completed
Ruby Jones Hall January 20, 2020 Completed
Schmidt Hall June 2020  Completed
Schmucker Science Center North June 4, 2020  In progress
Schmucker Science Center South  June 4, 2020 In progress
South Campus Apartments  January 15, 2020 Completed 
South Campus Deli  January 15, 2020 Completed
Student Recreation Center February 27, 2020  Completed
Sturzebecker Health Science Center June 11, 2020  Completed
Swope Music Building SOMPAC February 8, 2020 Completed
Sykes Student Union March 7, 2020 Completed
Tanglewood March 9, 2020 Completed 
Tyson Hall June 2020  Completed
University Hall  June 9, 2020 Completed
Village Apartments  June 2020 Completed
Wayne Hall June 4, 2020  Completed

 

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