Webex Calling is UNLV’s new telecommunications system. The new system is available for all UNLV faculty and staff. The Telecommunication department will be migrating all phones and users to the new system throughout the 2024 calendar year. Except for customer requested cancellations, there will be no labor charges for migration.

Important Highlights

After your department’s migration to Webex Calling:

Migration Information

System Comparisons

While using your phone will mostly stay the same, there will be a few changes. Please review the following table for details.

Functionality Same Different Comments
Phones ✔    
Phone numbers & extensions ✔    
Making and Receiving calls ✔    
In Call - Hold, Transfer, Conference ✔    
Caller ID - External ✔   Full 10-digit phone number with area code.
Caller ID - Internal   ✔ Name Only. The building and room number is removed from Internal calls.
5 Digit Internal extension dialing ✔   Example, dial 53011 instead of 702-895-3011
Off-Campus dialing   ✔
 
  10 Digit Local   ✔ Example, dial 702-555-1234 or 725-555-1234
  11 Digit Long Distance   ✔ Example, dial 1-631-555-1234
  15 Digit International   ✔ Example, dial 011 44 20 3026 4621
Phone Display   ✔ The interface on desk phones is slightly different.
Self-Service portal   ✔ The new user self-service portal is https://user.webex.com.
Shared Lines   ✔ All users and/or phones must have a unique telephone number.
Softphone App   ✔ The Webex App replaces the Jabber app.
Voicemail   ✔ First time setup is required. Existing voicemails do not migrate to the new system.

Charges

Labor
  • Except for customer requested cancellations, there won’t be any labor charges for changes that are required to complete the migration.
  • There won’t be any charges to resolve issues that occur as a result of the migration.
  • Customers may request changes up to five business days after the migration by submitting a Telecom help request at no cost.
  • Customers will be charged our normal rates for any changes after the five day period following migration.
Monthly Recurring
  • Under Webex Calling, line and voicemail charges will be combined for users. All users will be charged the same recurring monthly rate.
  • Phone’s assigned to rooms intended for occasional use, such as classrooms and conference rooms, will have a limited feature set. These lower feature set devices will be charged a lower monthly recurring rate.

Unique Phone Numbers

Our current system allows shared phone numbers to be the primary or only number on a phone. Webex Calling however, requires that each user or workspace be assigned a unique phone number. As part of migration, Telecom will assign unique phone numbers to all users and workspaces that don't currently have them. Telecom will not bill for the normal monthly recurring charge for these new lines until FY2026 - July 1, 2025. Customers will be owners of the new lines and will be billed for all usage charges, such as long distance and international calls.

Self Service

With Webex Calling, campus phone users will have expanded self service options. These options are available to all Telecommunication customers at no additional cost. To access self service, log into user.webex.com using your ACE credentials.

Some popular self-service features are:

  • Voicemail PIN reset
  • Voicemail to email with transcription
  • Web-based voicemail management
  • Call forwarding
  • Selective call forwarding/blocking/transfering
  • Single number reach

Jabber to Webex App

Once migration to Webex Calling is complete, current softphone users will need to switch from Jabber to the Webex App. Jabber is not compatible with Webex Calling and it will no longer function post-migration. Webex App users must set their e911 location to ensure emergency services are provided with accurate location information. Visit our website for more information on how to get started with the Webex App.

Migration Questions

Why Are We Migrating?

UNLV Telecommunications made the strategic decision to change to a cloud based communications system for multiple reasons. 

  • Our existing system is running on hardware that is nearing the end of its lifespan. When comparing our options, we found that the cost of replacing the existing hardware was higher than migrating to a cloud hosted solution.
  • OIT’s recommendation to move on-campus systems to cloud-based solutions where possible.
  • We strive to continuously improve our communication offerings. The cloud solution provides several improvements for self service and hybrid work and is constantly improving.
  • The system we selected is compatible with the current campus desk phones, soft phone service, and phone-based mass notification system. We expect there to be little to no learning curve for customers that want to use their desk phones in standard ways.

How Does This Align With Top Tier 2.0?

Telecommunications decision to migrate to a cloud calling solution aligns with the University’s Top Tier 2.0 Foundational Core Area of Infrastructure and Shared Governance.

  • Provides a lower total cost of ownership when compared to alternatives.
  • Improves service experiences by providing a modernized calling system with improved user features.
  • Removes capital equipment maintenance costs as well as the on-campus energy needs of hosting our power hungry compute clusters from both the TBE and SCS datacenters.
  • Improves security by utilizing Webex Calling’s multilayer security that is validated and continuously monitored to comply with stringent internal and third-party industry standards.
  • Maintains high reliability by relying upon Webex Calling’s scalable architecture and carrier class availability.

Webex Calling Definitions

Workspace

A phone that is not assigned to a specific person. This could be a phone used by multiple employees or a conference room phone.

Shared Line

A personal phone number that is added to a different user’s phone. For example, a shared line is Jane’s phone number on line 2 of John’s phone.

Virtual Line

A phone number that is not specifically assigned to a phone or user. For example, a department’s main phone number that exists on several phones. Virtual lines can be added as secondary phone numbers on multiple phones.