2023 Phone System Upgrade

The telephone system across the college is being migrated on Friday, August 25, 2023. The cutover will begin around 11 AM and will be completed in two phases; most users will be transferred to the new phone system in phase 1, and the rest will be in phase 2 during the following weeks.

In an emergency, MCC Security may be reached in Lowell at 781-589-01384 and Bedford at 781-589-0234.

The new telephone service will be what is known as Avaya Cloud Offering (ACO).

Migration Details:

  • Date: Friday, August 25th, 2023
  • Time: From 11 AM onwards until completed
  • Process and Duration: Techcenter staff will remove your current physical phone and connect your new phone to the network. Most of the work will be done during off-peak hours to minimize disruption.

Benefits of New Phone System: The ACO brings numerous benefits and advantages to our communication system:

  • Enhanced Collaboration: Enjoy advanced features that promote effective collaboration among teams and colleagues.
  • Flexibility: Access your communication tools from anywhere, allowing you to work from various locations.
  • Enhanced Reliability: The new phone system offers improved redundancy, reliable service, and uptime.
  • Advanced Features: Avaya's advanced features will enhance collaboration and communication, providing tools that streamline interactions and improve productivity.
  • Scalability: The platform allows for easy scalability, ensuring we can adapt to our college’s changing communication needs more effectively.

How Will This Impact You:

  • Phone Usage: While the migration is underway, there may be temporary disruptions to phone services.
  • Voicemail and Personalized Greeting: Your voice messages and personalized greeting will not be transferred to the new phone system. You can either re-record your personalized greeting or use the system-generated one. Your existing voice messages will stay in your email mailbox until you delete them.

Changes and New Features:

  • To dial outside numbers, you will not need to dial 91 anymore and can dial 10-digit numbers directly.         
  • Most users will be able to make and receive calls using their physical phone, mobile app, desktop app, and internet browser.
  • The majority of the users will be able to send and receive fax using the tools mentioned above. Your phone number will all also be your fax number.

Preparation: To ensure a smooth transition and to minimize any inconvenience during the migration, we recommend taking the following steps:

  • Alternative Communication Channels: Utilize alternative communication channels such as email or messaging apps during migration.
  • Readiness: Be ready to receive an account setup invitation to set up your account.
  • Helpdesk: If you encounter any issues, please get in touch with our IT ServiceDesk at (978) 656-3301.

What to Expect:

  • Service Interruption: During the migration process, there might be some intermittent disruptions to our phone services. You might experience brief periods where inbound and outbound calls are affected. We apologize for any inconvenience this may cause and assure you that our technical team will be working diligently to make sure a smooth transition.
  • Email Invitation: Look out for the email invitation containing your unique link to set up your new account. Please keep an eye on your inbox on August 23rd, 2023.
  • User-Friendly Setup: The setup process is designed to be user-friendly, guiding you through each step.
  • Support: Our ServiceDesk support team will be able to help you if you encounter any difficulties during the setup process.

Getting Started and Account Setup Details: You will receive an invitation in your email to set up your account for the new system; setting up your account in ACO is simple and straightforward. You will receive an email with a personalized link to begin the process. Follow the steps outlined in the email to create your new account. Your current phone number will be seamlessly transferred to the new phone system.

Training and Reference Materials:

-- View Video Tutorials

-- Download the J139 Phone Quick Reference Guide

-- Download the J139 Phone User’s Guide

-- Download the J179 Phone Quick Reference Guide

-- Download the J179 Phone User’s Guide

Last Modified: 2/7/24