Transitioning Off Your Legacy Phone System? The Ultimate Guide to Moving to RingCentral

If your business is relying on an old on-premise phone system like a PBX or key system, it’s likely costing you more than you think in upkeep, missed capabilities, and end user frustrations. Migrating to a modern cloud phone solution is the best move to drive productivity and capabilities while substantially lowering total cost of ownership.

But for many companies, the actual process of leaving behind legacy telephony feels daunting. How do you plan appropriately? What are best practices for rollout? How long does it take and how disruptive is it? What about retaining our phone numbers?

Not to worry – in this comprehensive guide we’ll walk through a proven step-by-step methodology for transitioning from legacy phone systems to agile modern solutions like RingCentral. You’ll learn how to craft a smooth transition plan, train users for success, execute cutovers methodically, and drive adoption – with minimal disruption along the way.

Assessing Your Starting Point

The first step is understanding your current setup and requirements. Key questions to ask include:

- What is your existing system (PBX, Key system, Centrex)? How old? End of support life?

- How many users/extensions? How many physical locations?

- What are must have features / capabilities / integrations??

- Any recent pain points or complaints about telephony?

- What is condition of existing phones? Any upgrades needed?

- Who supports this legacy platform day-to-day??

Documenting how the current environment is configured in terms of call routing, auto attendants, voice menus, distribution groups, extension details etc. will all help craft the future state RingCentral design. The more details captured up front, the smoother the transition.

If taking inventory and assessing pain points, be sure to survey actual end users in addition to administrators for a complete picture.

Building Your Future State RingCentral Design

Next, work with your RingCentral solutions architect to map out your future phone environment based on the needs and goals identified. Key elements include:

- Selecting the right RingCentral service plan and add-ons based on capability needs and user counts

- Properly configuring core components like auto-receptionists, call handling, call forwarding, IVRs etc. based on how your office flows operate currently. Mimic legacy environment as best as possible on new system.

- Determining any physical phones or conference phones you may purchase depending on condition of existing hardware. Take into account mobile phone usage and work from home trends.

- Reviewing any required integrations to optimize workflows – CRM, help desk, meetings, etc.

- Identify any migration services or professional implementation assistance needed from RingCentral teams.

The design process should better highlight just how flexible and intelligent the new RingCentral system can be in managing your essential communications workflows versus aging technology.

Creating Your Transition Rollout Plan

With needs framed up through discovery and an end state design mapped, next is crafting an actual transition plan and timeline. Key components to outline include:

Training Plan - Identify core user groups and topics to cover for each. Plan training delivery through modalities like online, instructor-led, self paced, train the trainer, and job aids/documentation. Training itself should occur in the final weeks before migrations.

Pilot Groups – Define smaller pilot user groups to test and validate the system initially before a wider rollout. Ideal for slower, controlled onboarding and feedback.

Rollout Waves – Segment your user base into staggered phases for migration (e.g 20% each Friday over 5 weeks). Control scope and issues.

Number Porting – Submit requests to retain existing phone numbers well in advance of cutover dates.

Device Shipments – Schedule shipment, configuration, and staging of any new desk phones, conference phones or other gear to align with rollouts.?

Support Resources - Ensure internal IT/telephony admins have time scheduled to assist with cutovers and optimization during transition. Provide end user go-to contacts and self-help resources.?

The rollout plan provides a blueprint for methodical transition activity by area over time to minimize risk and limit business disruption.

Executing End User Training

In the weeks leading up to migration kickoffs, user training is imperative. Key training best practices include:

- Offer both live and self-paced options to accommodate different schedules and learning styles

- Focus on common daily use cases like transferring calls, conferencing, voicemail, mobile app etc. rather than every feature

- Provide simple job aids and user guides that can be referenced long after training as resources

- For team managers and assistants, train on call monitoring, statuses, and advanced call handling

- Build excitement around improved capabilities to drive engagement and adoption

Ideally training progresses from fundamentals of using the system to more advanced features. Schedule sessions to align with rollout timeframes so knowledge is fresh. And make sure trainees have access to dedicated “preview” test accounts before getting migrated so they can practice risk-free.

Pro Tips for Executing Cutover Events

Once trained and prepped, it’s time for groups of users to be gradually transitioned through staged cutovers to the new RingCentral service. Some expert tips for smooth events:

- Begin by porting numbers over from legacy provider a few days in advance to validate retention

- Havearchs and backups of old phone data like directories, recordings, voicemails etc.

- Schedule cutovers on Fridays to contain any issues over weekends

- Budget extra time and support resources around cutovers in case needed

- Closely monitor new system at go-live to catch any configuration gaps from legacy setup

- Expect adoption ramp up period before proficiency and change management is key

Staying agile to rapidly address unforeseen needs during transitions is key. Keep legacy providers running in parallel as fail safes if required during rollouts. And don’t underestimate the power of change management – keep users motivated throughout with updates and celebrate milestones.

Driving User Adoption for Long-Term Success

The technical migration to RingCentral may be completed within weeks, but driving user adoption takes thoughtful effort over months. Best practices to encourage engagement include:

- Send post go-live user satisfaction surveys to identify areas for optimization. Maybe more training is required on certain features.

- Create peer user groups and events to share power tips and experiences. Users can learn from each other.

- Develop internal social channels for employees to post questions and discuss the new phone system and devices. Crowdsource answers.

- Monitor actual usage data for trends. Look for pockets of light usage that may need more encouragement and training.

- Publicly celebrate adoption milestones like x number of mobile app downloads. Make progress tangible.

- Solicit user feedback at the 60 and 90 day marks via pulse surveys to gauge sentiment.

Continually optimizing configurations, workflows, training and user experiences based on data and feedback will ensure maximum value is achieved long after initial transitional activities.

Do’s and Don’ts: Keys for Success?

Transitioning communications platforms takes careful orchestration and planning. Some key dos and don’ts to remember:

DO:

- Take inventory of all existing system settings and components to replicate or improve during design phase

- Proactively communicate timelines and plans to end users well ahead of migrations?

- Provide ample hands-on training aligned with rollout phases

- Port numbers over in advance of cutover and validate retention

- Add extra staffing and support around cutovers as a safety net

- Stagger user migrations in smaller groups to control scope creep

- Automate elements like number porting and feature configurations when possible

DON’T:?

- Underestimate change management required – user engagement is critical

- Try to replicate every legacy feature in the new system – focus on what matters most

- Rely on manuals and documentation alone for training; hands-on practice is key

- Lose visibility by migrating all users simultaneously in a single big bang

- Make switch cold turkey without keeping legacy in place as backup at first

- Forget to monitor adoption metrics and user feedback post-migration – optimize continually

While each transition plan will be unique, following core best practices around communication, training, controlled rollout, and user adoption will ensure maximum success migrating from legacy phone systems to modern cloud communications with RingCentral.

Conclusion and Key Takeaways

Transitioning off aging on-premise phone infrastructure to agile cloud solutions delivers immense benefits around costs, capabilities, and user productivity. And with the right methodology, even significant legacy system migrations can be executed smoothly and with minimal disruption.?

Some key tips to takeaway when planning your telephony transition:

- Take stock of your legacy environment and needs upfront through current state assessments.

- Design your ideal future state solution with your RingCentral architect.

- Build a detailed transition plan and timeline covering training, rollouts, number porting etc.

- Train users hands-on in the weeks leading up to their migration dates.

- Stagger cutovers in waves to control scope and issues as you go.

- Monitor adoption and continually optimize after migrations with user feedback.?

- Avoid big bang cutovers in favor of gradual ramp ups.

- Have legacy systems run parallel as backups during transition.?

- Automate and stage as many elements as possible – number porting, device shipping, configs.

While undertaking a phone system transition requires coordination, the benefits of moving to flexible cloud communications far outweigh staying with outdated technology. With RingCentral and a methodical rollout plan, organizations can execute even large-scale migrations efficiently and with minimal disruptions. Your users will thank you for the modern tools you’ve equipped them with to communicate and collaborate seamlessly from anywhere.

To learn more about transitioning to RingCentral and developing a personalized rollout plan for your organization, visit ringcentral.com or contact a solutions specialist today. The time for communications modernization is now.