Suffolk University Phone System Transition FAQ
Frequently Asked Questions (FAQ)
Suffolk University is preparing to transition to a new phone system beginning in Spring 2027. Our current phone system vendor has discontinued business operations across North America, making it necessary for the University to transition to a new phone system. Most faculty and staff who currently use a desk phone are expected to transition to a softphone application installed on their computer or laptop and use a headset for making and receiving calls.
The Telecom team will work with departments to understand their needs and ensure a smooth transition. This page addresses common questions and will be updated as additional information becomes available and new questions are received.
Will I keep my current telephone number, or will it be changed after the transtion?
Yes. All current phone numbers will remain the same during and after the transition.
Will our department's main phone number remain the same?
Yes. The department's main phone numbers will remain the same during and after the transition.
Will my current voicemail and missed-call notifications continue to work the same way?
Yes. Voicemail messages and missed-call notifications will be available through the softphone application. Voicemail messages will also be delivered to your email as a wav file audio attachment.
Will multiple staff members still be able to answer the same department phone number?
Yes. The new phone system will continue to support shared departmental phone numbers, allowing multiple staff members to answer calls made to the same department number.
Is this a transition to Microsoft Teams Phone?
No. All physical desk phones will be replaced with the softphone application.
Can I opt out of the transition and keep my current desk phone?
No. All physical desk phones will be replaced with the softphone application.
Why are we moving away from traditional desk phones?
Suffolk University is modernizing its phone system to provide greater flexibility and better support for hybrid and remote work. The new platform will allow faculty and staff to make and receive calls from their computer or laptop using a headset, whether they are working on campus or remotely. The transition also ensures continued service and support as the University's current phone system reaches end of life.
Can I request a desk phone?
Departments or individuals with operational, accessibility, or business requirements will be evaluated to determine the most appropriate solution.
Will I receive training on the new phone system?
Yes. Training sessions, user guides, documentation, and support resources will be available before your department transitions to the new phone system.
Will I be provided with a headset?
Yes. The University plans to provide headsets to employees transitioning to the new phone system if needed.
When will my department transition to the new phone system?
Deployment is currently planned to begin in Spring 2027 and will occur in phases. Departments will receive advance notice of their migration schedule and coordination with any activities that may affect their area.
Will my current phone service continue working while the transition is taking place?
Yes. Existing phone services will remain fully operational throughout the transition process.
Will I be able to make and receive calls when working off campus?
Yes. The new softphone application will allow you to make and receive University phone calls from your computer or laptop when connected to the internet, whether you are on campus or off campus.