Executive Summary
In July 2024, Lehigh University's Library & Technology Services (LTS) organization initiated a comprehensive migration from our legacy on-premise Cisco phone system to Zoom Phone's cloud-based platform. This strategic transformation aligns with the University's commitment to enhancing user experiences while modernizing and streamlining our technology infrastructure.
Strategic Benefits and Enhanced Capabilities
The migration to Zoom Phone delivered significant value beyond traditional voice services. The unified platform integration provides users with:
Enhanced Communication Features:
- Seamless switching between phone calls and Zoom meetings
- Elimination of physical desk phones through integrated "softphones" within the familiar Zoom workspace client
- Intelligent call routing with working hours limitations
- SMS texting capabilities through University phone numbers (coming soon)
- Integrated faxing services (coming soon)
Platform Improvements: The expanded Zoom agreement also enhanced our existing meeting platform with advanced features including calendar booking pages, enhanced polling capabilities, and dedicated office hours functionality.
Migration Approach and Coordination
The LTS Telecommunications Network Infrastructure team executed a phased migration approach, working closely with department coordinators across the University. While many users experienced straightforward number transitions and basic hardware updates, several departments required specialized coordination to ensure business continuity.
Critical Service Areas: Special attention was given to mission-critical departments, including contact centers in the Registrar's and Bursar’s offices and the Police Department dispatch desk. The LTS team collaborated extensively with these units to maintain uninterrupted service delivery throughout the transition process.
Project Timeline and Key Milestones
Phase 1 - Planning and Infrastructure (July - November 2024)
- July 31, 2024: Zoom agreement finalized
- August - November 2024: Infrastructure deployment including 911 integration, comprehensive staff training, and pilot testing programs
Phase 2 - User Migration (December 2024 - March 2025)
- December 2024: End-user migration commenced
- March 2025: Individual user phone migration completed
Phase 3 - Utility and Common Area Phones Implementation (March - August 2025)
- June 2025: Common area and utility phones fully migrated
- August 6, 2025: Lehigh's main number successfully migrated, marking project completion
Phase 4 - System Decommissioning (August - September 2025)
- Legacy Cisco phone system decommissioning and infrastructure cleanup
Key Metrics
3,140 Phones Numbers Migrated
33% of the users gave up their physical phones
49% of utility and common area lines were disconnected
Acknowledgments
The successful completion of this migration reflects the exceptional cooperation and flexibility demonstrated by our University community. We extend special recognition to department coordinators who facilitated smooth transitions within their units, and to all users who adapted to the new platform with patience and enthusiasm.
The LTS Telecommunications Network Infrastructure team's meticulous planning and execution ensured minimal service disruption while delivering enhanced communication capabilities that will serve the University community for years to come.