Univonix Service Description For End to End Automated Voice Migration Solutions

OVERVIEW

The Univonix Migration Suite is a SaaS based process automation platform delivering accelerated and seamless, migration from legacy PBX & Contact Center solutions to Cloud Voice and Contact Center systems. The platform enables visibility and analysis of your legacy environment configuration data for a detailed Migration Readiness review and provides a comprehensive set of automated Planning & Provisioning tools to enable a rapid and successful voice migration project.

PBX Migration Solution Coverage Includes:

Migration Readiness & Discovery Toolbox

  1. PBX Assessment: A report analyzing the current state of the legacy PBX system, including feature parity analysis to target PBX, end-point inventory and key statistics.
  2. PBX Analyzer Portal: An online data analysis dashboard providing detailed views of source PBX data configuration with visibility of telephony features configured to the extension such as: Hunt Groups, Pick-Up Groups, Boss-Admin, call flows (if available) etc.

Migration Planning and Provisioning Toolbox

  1. Univonix Planner: Enables detailed Planning of the migration project, applying source PBX configuration, customer data (Active Directory) and target PBX capabilities. Planner will manage team tasks and will monitor project progress while providing set of validations to assure all issues were resolved before provisioning.
  2. Univonix Migrate: A set of data validation gates that ensure the configuration data has been properly prepared and that the target system is ready for provisioning. Migrate includes automated migration (provisioning) functionality and the ability to build a data file to enable ‘side by side’ for multiple PBX’s where co-exist is required.

UNIVONIX PBX ASSESSMENT SERVICE FOR MICROSOFT TEAMS

For supported legacy systems, including Avaya CM, Cisco CUCM, Nortel CS1K and Siemens HiPath 4000, the PBX Assessment Service provides automated PBX configuration data analysis, enabling the partner and customer to effectively assess the legacy configuration data to map & compare the features and functionality being used on the legacy system to Microsoft Teams Phone System capabilities.

The Service provides summary level (aggregated) details of the Customer’s legacy PBX system(s) to deliver visibility of the PBX(s) key data configurations including feature parity analysis to Microsoft Teams Phone Systems, devices and extension level statistics.

The end deliverable of this Service is a PBX Assessment Report which will provide a baseline summary of the legacy PBX system(s), its configuration, and evaluation of various aspects regarding the ability to migrate into Microsoft Teams Phone System. Assessment of raw PBX data is delivered within hours, no manual work required and no expertise in legacy systems needed.

The PBX Assessment Report Covers:

  • Summary of users, extensions, and devices
  • Summary of Groups: Hunt Groups and Pickup Groups
  • Summary of the migration readiness status of all legacy PBX features compared to Microsoft Teams Phones System features
  • PBX device hardware and software inventory
  • Color coding and graphs to highlight readiness levels

UNIVONIX PBX ANALYZER PORTAL FOR MICROSOFT TEAMS

For the supported legacy systems, including Avaya CM and Cisco CUCM, the service provides detailed and granular visibility into the legacy PBX environments configuration data, including extension level information for analysis and migration planning, delivering a ‘quantitative’ picture of what a migration project for that PBX will entail.

The deliverables of this service include an intuitive self-service web-based UI/portal that enables the user to explore complex PBX configuration data of a legacy PBX, using a modern ‘user friendly’ interface that is accessible, searchable and highly effective.

The benefits of the PBX Analyzer include increased visibility, reducing migration scoping risk by eliminating the ‘unknowns’ from the discovery process and site survey manual work. This allows project budget and resourcing decisions to be made based on ‘quantitative’ data and not assumptions. Analysis of raw data is delivered within hours, no manual work required and no expertise in legacy systems needed.

The Analyzer Portal Covers:

For Avaya Communication Manager (CM)
  • Devices: Stations & Attendant Consoles
  • Groups: Hunt Groups, Pickup Groups, Coverage Answer, Intercom Groups, Trunk Groups, Page Groups etc.
  • Abbreviated Dial: System, Group, Personal, Enhanced
  • Call Center (Avaya CM): Announcements, Agents, Holiday, Skills, VDN’s, Vectors & Routing
For Cisco Call Manager (CUCM)
  • Cisco End Users
  • Devises: Phones, Devise Profile, Remote Destinations
  • Lines: Route Partition, Gateways, Denice Pools, Trunks
  • Groups: Hunt Groups, Pickup Groups
  • Routes: Patterns, Lists, Groups, CTI Points

UNIVONIX PLANNER SERVICE FOR MICROSOFT TEAMS

For supported legacy systems including Avaya CM, Cisco CUCM, Avaya IP Office, Mitel MxOne, Nortel CS1K and Siemens HiPath 4000 the service provides a ‘workbench’ from which to access, organize and manipulate both source and target data, correlating, cleansing and building the data into the correct data model required for provisioning into Microsoft Teams Voice. Significantly reducing data errors, enabling a frictionless end user adoption experience with minimal day two issues.

Planner will identify and highlight for the user all data issues, conflicts, and dependencies such as feature parity gaps, MS Teams policies and licensing, phone number normalization and will monitor data error resolution progress.

This Service provides the framework to enable a phased migration methodology, that will guide the user through the essential and complex migration planning steps and operational activities required to successfully migrate a legacy PBX to Microsoft Teams Phone System.

The deliverables from the Planner are batches of ‘migration ready’ data that can be validated and provisioned to the Microsoft Teams Tennent.

The Planner Service Covers Data Preparation For:
  • Devices and users, stations, attendant consoles and Auto Attendants etc.
  • Phone number normalization to E164
  • MS Teams Voice features and functionality
  • Preparation of MS Teams Voice policies and license place holders
  • Groups, Hunt Groups, Pickup Groups, Coverage Answer, Intercom Groups etc.
  • Phone Types like IP phones, common area phones, analog phones, telepresence etc.

UNIVONIX MIGRATE SERVICE FOR MICROSOFT TEAMS

For supported legacy systems including Avaya CM, Cisco CUCM, Avaya IP Office, Mitel MxOne, Nortel CS1K and Siemens HiPath 4000 the Migrate service provides a two-step process that includes multiple data validation gates that ensure Planner data batches have been properly prepared and that the MS Teams Voice system is ready to receive the batch. Step two in the Migrate process is the automated migration (provisioning) step that includes the ability to build a data file to enable ‘side by side’ functionality for multiple PBX’s where co-exist is required.

The deliverables from the two-step Migrate service include;
  1. Validated data batches and target Teams Voice system, which significantly reduces data errors and the risk of day two issues.
  2. Automated provisioning of batch data into target MS Teams Voice system and the compiling of a side-by-side data file.
The Migrate Service Covers Data Validation and Provisioning For:
  • Devices and users, stations, attendant consoles and Auto Attendants etc.
  • Phone number normalization to E164
  • MS Teams Voice features and functionality
  • Preparation of MS Teams Voice policies and license place holders
  • Groups, Hunt Groups, Pickup Groups, Coverage Answer, Intercom Groups etc.
  • Phone Types like IP phones, common area phones, analog phones, telepresence etc.

MIGRATION READINESS SOLUTION SERVICE COMMITMENTS

Delivery Team COMMITMENTS
  1. Provide a Project Manager and Voice Consultant to manage the Solution service (the “Microsoft Project Team”).
  2. Coordinate a remote Project kick-off meeting between the Customer Team and the Microsoft Team to review data extraction and the Migration Project delivery process.
  3. Work with the Customer Primary Contact to gather all required information necessary for producing all deliverables for the Project.
  4. Develop a Project Plan for the delivery of the Services.
  5. Coordinate and run regular project planning/management meetings with the Customer Project Team to establish and complete activities according to the Project Plan.
  6. Provide periodic status reports or scheduled status meetings as necessary with the Customer Project Team.
  7. Assess Customer readiness prior to start of the Project. Should the Customer’s environment not be ready for Project work, additional charges for re-start initiatives may apply. SI/PARTNER reserves the right to modify the Project start date due to Customer-not-ready conditions.
  8. Fulfill all stated deliverables for the PBX Migration Service, as applicable.
  9. Obtain the Customer’s written confirmation of project completion.
Customer COMMITMENTS
  1. Provide a Customer Primary Contact, Customer Secondary Contact, and Customer Technical Contact (collectively, the “Customer Project Team”) Define and agree upon access to these individuals at agreed-upon times.
  2. Provide trained, technical personnel for the duration of the Project for the purposes of making all necessary preparations such as data extraction, user permitions to access systems, changes to third-party infrastructure hardware, software, applications or operating systems upon which these Services are dependent.
  3. Provide all required and requested legacy PBX configuration files.
  4. Provide SI/PARTNER with someone on the project who has Global Admin Access on the legacy PBX/s to extract data as needed.
  5. Provide Office 365 Teams Admin Center Access for SI/PARTNER. Access rights include: a.Exchange Admin b.Skype for Business Admin c.Microsoft Teams Service Admin d.User Admin
  6. Participate at every stage of the Project and perform any Customer-based tasks required for Service completion and signoff within the mutually agreed timeframe.
  7. Provide access if necessary for Service completion to Customer facilities and systems including, without limitation to the legacy PBX system at agreed-upon times.
  8. Fulfill all information requests including, without limitation, gathering documents at least two (2) weeks in advance of any applicable delivery deadline.
  9. Ensure the following is purchased and in place during the project: a. Phone Numbers b. Service Numbers (For Hunt and Pick-up Groups) c. Appropriate Office 365 licenses to include ones for Microsoft Teams Phone System and Audio Conferencing for the Project
  10. If necessary, provide a connection to the internet while resources are at the Customer site to download any software required for Project completion.
  11. Define and create ‘configurable’ policies in Office 365. For example: Dial Plans / Caller ID / External User Communication Policy / Hosted Voice Mail policy / IP Phone Policy / Mobility Policy etc. (Must be done to complete migration planning)
  12. Purchase and configure Session Border Controllers (“SBCs”). (Mainly for environments where Direct Routing will be used)
  13. Purchase and configure a Trunk for ‘Side by Side’ configuration. (Only relevant in environments where the legacy PBX will need to run in parallel to the Target PBX)
  14. Have functional Microsoft Azure AD Connect for directory synchronization and password synchronization or single sign-on, if applicable.
  15. Provide functional Microsoft Enterprise Voice-enabled Skype for Business (“SfB”) Front-End, Microsoft Mediation, and Microsoft Edge Server Pool environments, if Microsoft Islands Mode is to be implemented.
  16. Provide Microsoft-certified Session Border Controller for Direct Routing for Microsoft Teams.
  17. Approve or deny all Change Order requests in a timely manner.

PROJECT ACTIVITIES AND DELIVERABLES

The SI/PARTNER Project Team will engage in planning and analysis tasks. The Project Team will assess readiness, outline remediation activities, and develop goals for the follow-on stages of the engagement.

Remote meeting, the SI/PARTNER Service team will request a remote meeting with the Customer to review project scope and timeline, and request configuration files from all PBXs in scope from the Customer.

Project kick-off meeting where the customer and the SI/PARTNER delivery team will;
  1. Define scope, including Users, Sites, Use Cases and success criteria
  2. Define Project roles and responsibilities
  3. Create baseline Project plan and schedule
  4. Create baseline risk register with mitigation strategies
  5. Manage Project Team meetings and communications
  6. Review success criteria with the Customer Primary Contact for the Project
Migration Design Workshop that will focus on migration best practice, use cases and;
  1. Review Endpoint capabilities, features, provisioning options, device selection, and network prerequisites.
  2. Review migration phases and batches and agree on order of priority for those that will be migrated
  3. Review other legacy PBX calling features. If there is no equivalent native functionality within the Endpoints for the desired Use Case, outline the potential options for new or improved workflow or solution(s) that will solve the problem.
  4. Analyze the Customer’s users and types of usage
  5. Map and identify personas for calling plans
  6. Review migration needs, end goals and requirements
  7. Review parity issues and discuss
Source PBX Data Extraction is the first project milestone and the key to initiating the project;
  1. Request from Customer the configuration files from all PBXs in scope
  2. Validate correct configuration files are received
  3. Detailed review and analysis of data
Develop a Migration Plan develop a phased migration Project Plan to enable the coexistence of legacy PBX and cloud PBX and coordinate all planning activities as per the Project Plan Deliverables;
  1. Initial Project meeting
  2. Discovery survey
  3. PBX Assessment
  4. Detailed requirements
  5. Migration plan
  6. All provisioning and pre-requisite activities completed

Delivering the Migration Plan, the Migration planning phase of the Project is intended to assimilate and validate the PBX configuration data to be provisioned to Microsoft Teams Phone System. If network, infrastructure, hardware or any other non-migration element but critical to the migration effort was identified during planning activities, that work may need to be completed by the Customer prior to the start of the Migrate activities as agreed by the Project Teams.

Customer approval, obtain the Customer’s confirmation for each migration phase and provide Migration project progress monitoring using Univonix dashboards and reports.

Data Collection;

The data collection process for the Analyzer will not interfere with the day-to-day operations of the business and does not require any expertise in the legacy PBX system.

Option 1 - the SI/PARTNER (partner) Team will remotely connect to the legacy PBX environment and extract the legacy system configuration data.

Option 2 – SI/PARTNER (partner) will provide customer with the tools and instruction on how to extract the legacy system configuration data by themselves.

PBX Assessment Analysis, the SI/PARTNER Team will remotely upload PBX configuration files to the Univonix PBX assessment portal for analysis. If the customer extracted files by themselves, they will transfer the files to SI/PARTNER Team. This process must be completed for each PBX in the project as defined in the SoW.

Assessment Report Presentation, the SI/PARTNER Team will remotely login to the assessment portal to download the report and present the PBX Assessment Report to the customer. This report will include an aggregated report of users, extensions & devices, hunt groups, pickup groups etc. Feature parity analysis, highlighting the percentage of lines that are ready to be migrated. The report also includes a view of possible limitations, issues and recommendations to consider as part of your migration planning. This process must be completed for each PBX in the project as defined in the SoW.

PBX Analysis Portal Preparation, the SI/PARTNER Team will remotely upload PBX configuration files into the Univonix analysis portal for analysis and presentation. When, the PBX analysis view is ready the SI/PARTNER team will login to the Analyzer portal and open the view for the PBX Analysis. This process must be completed for each PBX in the project as defined in the SoW.

PBX Planner Portal Preparation, the SI/PARTNER Team will remotely connect to the Univonix Planner portal and create a new project, linking to the customers target Teams tenant and uploading the legacy PBX configuration files for analysis and migration planning. When configuration batches are ready for provisioning data will be validated in the Migrate module.

PBX Migrate Validation and Provisioning, takes place within the Planner portal, the SI/PARTNER Team will remotely connect to the Planner portal and access the Validations feature to automatically review the data integrity of the Planner batch and the readiness status of the target Teams environment to receive the batch data. When validation is completed and all open data issues resolved, the SI/PARTNER Team will access the Publish feature and provision the batch to the target Teams voice environment. This process must be completed for each Planner batch in the project.

SCOPE OF PROJECT

The scope of the Project includes only those tasks that appear in this Service Description. If the Customer requires additional services outside this Scope, SI/PARTNER will discuss the requirement for such services with the Customer prior to any such task being performed. Any changes and associated fees will be documented and mutually agreed upon using SI/PARTNER Change Order Process.

Any deliverable not identified as in Scope in the body of this Service Description are Out-of-Scope.

PROJECT COMPLETION

At the conclusion of the Project, SI/PARTNER will verify that the deliverables have been completed as defined in this Service Description and the Customer has signed off on the Completion Form.

The Service Project will be deemed completed upon the earlier of:
  • Signature by Customer of the Completion Form; or
  • Seven (7) days from the submission of the Completion Form to the Customer provided that the customer does not respond with any objections.

CHANGE ORDER PROCESS

In the event that either the Customer or SI/PARTNER encounters circumstances that will affect the Project, the Project Manager will document the impact and proposed change to the schedule in a Change Order Form. If the change/s will incur additional costs this will be documented in the Change Order Form. Both parties must sign the Change Order Form indicating acceptance of changes.

SERVICE PACKAGE

SERVICE MAINTENANCE

  1. Updates. SI will be entitled to use all updates that are made available by Provider to the Services during the Term of this agreement.
  2. Upgrades. SI will be entitled to use all upgrades that are made to the Services during the Term of this agreement.
  3. Provider will notify SI of planned maintenance 7 days in advance. Provider will make its best effort to minimize downtime during the maintenance window.

TELEPHONE AND E-MAIL SUPPORT

Telephone and E-mail Support.

  1. E-mail Support. SI may submit technical inquiries to Provider via e-mail, at the following e-mail addresses support@univonix.com. Provider will respond to e-mails as detailed in the response time tables below, however, SI agrees and acknowledges that there may be delays in responses to inquiries submitted via e-mail.
  2. Telephone Support. For level 1 severity level, Provider will provide telephone support for the use of the Services for all calls received between 08:00 – 18:00 during business days of the project’s time zone. All telephone support will be provided solely to SI personnel, and will consist of answering questions regarding the proper operation of the Services, providing troubleshooting assistance, and rendering general information, advice, and instructions in connection with the end use of the Services. Provider will have no obligation to accept calls directly from, or otherwise interact directly with, personnel other than the SI technical personnel.

ERROR CORRECTION

If the use of the Services under normal operating conditions, results in an error, then SI will promptly notify Provider of such Error, and Provider will address the error within the time frames and as described in this section.

  1. Severity Levels. If SI identifies an error, SI will promptly report such Error in writing to Provider, specifying (a) the nature of the error; (b) the circumstances under which the error was encountered; (c) technical information relating to the operating environment in which the Services were utilized at the time of the error; (d) the steps, if any, that SI took immediately following the error; and (e) the immediate impact of the error upon the ability of SI to use the Services. Upon receipt of such error report, Provider will evaluate the error and classify it into one of the following severity levels based upon the following severity classification criteria:
    SEVERITY LEVEL SEVERITY CLASSIFICATION CRITERIA
    Level 1 Critical system failure that interrupts service.
    Level 2 Important system difficulty consisting of intermittent failures, performance degradation, or partial functionality of service that significantly and adversely affects service
    Level 3 Other significant system difficulties or material nonconformities.
  2. Problem Resolution
    • Severity Level 1 Errors. Provider will provide initial response within 8 hours for all error reports arriving between 08:00 – 18:00 CET. Error reports arriving after 15:00 will receive an initial response by 10:00 the following day. Provider will commit resources to work on a best effort basis until a correction or workaround to the Severity Level 1 Error is found, aiming to provide a work-around within 2 days and a correction within 15 days. Such corrections or workarounds may take the form of updates, procedural solutions, or other such remedial measures as Provider may determine to be appropriate.
    • Severity Level 2 Errors. Provider will provide initial response within 24 hours for all error reports arriving between 08:00 – 18:00 CET. Error reports arriving after 18:00 will receive an initial response by 12:00 the following day. Provider will commit resources to formulate a correction or workaround to the Severity Level 2 Error, aiming to provide a work-around within 6 business days and a correction within 30 business days. Such corrections or workarounds may take the form of updates, procedural solutions, correction of documentation errors, or other such remedial measures as Provider may determine to be appropriate.
    • Severity Level 3 Errors. Provider will provide initial response within a maximum of 72 hours. Provider will endeavor to provide a work-around within 20 business days and a correction within 180 business days. Such corrections or workarounds may take the form of updates, procedural solutions, correction of documentation errors, or other such remedial measures as Provider may determine to be appropriate.