Telephone and Voice Mail Services

Welcome to the Telephone Services' upgrade to VoIP information wiki. If you are seeking general Telephone Services guidance, please use go/phone.Italic text

Project Objectives:

The objective is to replace the current legacy TDM voice system with a Voice over IP system. Legacy vendors have discontinued TDM products. Installing a VoIP system will bring an open-ended set of features and functions that can be integrated with future technological functions.

Business Goals

  • Current telephone system is near end-of-life and all manufacturer support ends on March 15, 2015.
  • Voice over IP will be a platform to build application features such as mobility, softphones, integrated conference calling via audio or video, unified messaging, and one number reach among others.
  • A VoIP system will integrate with our existing monitoring infrastructure for measuring service availability
  • Potentially lower expenses for telephone equipment as less desk sets required.
  • Voice services will become part of the network and will no longer be a separate maintenance cost for support of the infrastructure.

Scope of Work/Intended Results

  • Identify available technologies
  • Include integration possibilities with remote campuses.
  • Prioritize technologies in order of importance.
  • Write RFP.
  • Evaluate proposals and narrow choices.
  • Engage campus users of system on what they would like
  • Buy-in from project stakeholders.
  • Provide capital budget for project
  • Including network upgrades required, e.g. PoE.
  • Arrange vendor presentations.
  • Choose vendor and negotiate contract.

Scope Exclusions

  • Implementation. (a separate project or part 2).
  • Management of system and training (part of separate implementation project).
  • BYOD (Bring Your Own Device) policy with regard to mobile applications.


  • Having a prioritized list of features and technologies for a new telephony system.
  • Having a RFP in hand.
  • Having a cost estimate that we feel comfortable with.
  • Engagement & consensus from stakeholders.
  • Milestones achieved.


A summary of UCLA's ACUTA survey

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