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MiCloud Business is heading to an End of Life

Time is of the essence. As previously communicated via email, Mitel will discontinue and disconnect MiCloud Business after the End of Life 11:59 EST June 30, 2024 (EoL Date).

Step Timeline MiCB
 
Remaining customers are strongly urged to take immediate action to ensure the continuity of telephone service. Your new solution must be implemented before the EoL Date. Time remaining until EoL for MiCloud Business:

 

This website provides customers with information and tools they may need in migrating to a new solution.

 

There are several steps a customer must take prior to the EoL Date. Mitel has provided suggested dates that you should have each activity started or completed.

Step 3: Porting Your Phone Numbers starting no later than March 29, 2024

Mitel expects that you’ve already selected and signed with a new provider. If not, RingCentral is the preferred UCaaS provider for Mitel’s 35+ million customers. RingCentral and Mitel have developed customer migration tools and device integrations to make the path to the cloud as easy as possible. Plus, both cloud customers and partners get additional incentives when they take advantage of migrating to RingEXTM

After you’ve signed with RingCentral, a Migration Assist Package will include instructions on how to download your CSR. If you’ve chosen a different provider you may request your CSR by opening a case with Mitel Support.

The third step involves transferring your existing phone numbers, which can be one of the longest lead time actions to complete. It’s crucial to consider this carefully and ensure sufficient lead time to complete number porting prior to the EoL date. For guidance, Mitel recommends you allow up to 45 days for the transfer of your phone numbers. However, you should collaborate with your new provider to identify the timelines and processes required for porting phone numbers.
Be sure to review the other steps listed below as some may require you to start taking action now.

An overview of Carrier-to-Carrier Local number porting:

Porting local numbers, including webfax numbers, your new carrier may require:

Your Customer Service Record (CSR)

o Some carriers may also require a current invoice (dated within the last 30 days)

A Letter of Authorization (LOA) form with the pertinent information

A brief description of the process would be:

Gather number information and complete your new carrier’s required paperwork ensuring that the form data matches the CSR data exactly, to prevent rejections.
Submit the port request with your new carrier.
Receive port confirmation date (also called Firm Order Commit Date) from your new carrier.
When that date arrives, your numbers will transfer from carrier to carrier.
Send a cancellation request to Mitel at [email protected] once you have confirmed your numbers are working on your new system.

An overview of Carrier-to-Carrier Toll Free Number transfers:

Toll Free Carrier-to-Carrier transfers generally require:

• A current invoice dated within the last 30 days

• A RESPORG form with the pertinent information

A brief description of the process would be:

Gather number information and complete your new carrier’s required paperwork ensuring that the form data matches the current invoice data exactly, to prevent rejections.
Submit the port request with your new carrier.
The new/winning carrier submits the toll free port out request through a national Toll-Free database (SMS/ROC).    
Toll Free numbers do not have a port date, the Toll-Free numbers are either rejected or released and notification is sent to both the winning and losing carriers.  
Mitel keeps the numbers active for 7 business days once released to allow the new/winning carrier to complete their translations.  
Send a cancellation request to Mitel at [email protected] once you have confirmed your numbers are working on your new system.

 

Step 4: Obtain new temporary numbers (if needed) – by May 27, 2024

Some customers may need to have new temporary numbers while waiting for porting to complete. Customers should work with their new provider to obtain these numbers. See the frequently asked questions below for instructions on forwarding your existing phone numbers.

Step 5: Submit your account termination request by May 31, 2024

Customers must notify Mitel of the date when they will be ready to terminate all services with Mitel.

Step 6: Complete the porting process and return rented phone equipment to Mitel by June 30, 2024

Continue to work with your new provider to complete the transfer of your existing phone numbers. This activity must be completed by the EoL Date.

Once a customer has notified Mitel of cancellation, Mitel will review the customer's account for any devices they may be required to return. Our inventory team will reach out to the customer to provide a Return Merchandise Authorization and schedule its return.

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Frequently Asked Questions
  • The MiCloud Business solution is currently in sustain-only mode, and as such, Mitel will no longer be investing in developing new capabilities for our MiCloud Business customers. However, Mitel can offer existing MiCloud Business customers enhanced service options through our strategic partnership with RingCentral which will allow customers to migrate to RingEX™ .
  • Mitel will no longer allow customers to add capacity to their existing MiCloud Business service. While service will continue until the EoL Date, all customers must find alternative service prior to the EoL Date. All services on the MiCloud Business Platform will be disconnected after the EoL Date.
  • Customer are encouraged to indicate their migration path by notifying their Mitel partner or by contacting the Mitel team via email by clicking here.
  • You will not be liable for any Service Fees or Early Termination Fees in respect of any period after the EoL Date and, to the extent that you have prepaid any Service Fees in respect to any period after the EoL Date, Mitel will refund you the Service Fees paid by you in respect of such period.

    Any customer that chooses RingCentral, in conjunction with the strategic partnership with Mitel, for their new service prover, Mitel will also waive any Early Termination Fees for any period prior to the EoL Date
  • Contracts ending prior to the EoL Date will continue to automatically renew per the Global Terms of Service unless notified otherwise. However, renewal of a contract will not change the EoL Date. All services will be disconnected after the EoL Date. Mitel and RingCentral agents are standing by to discuss your journey to RingEX™.
  • For guidance, Mitel suggests you allow up to 45 days for transfer of your phone numbers. Notwithstanding, customers should work with the new provider to identify timelines and processes required for porting phone numbers.

    Customers migrating to RingCentral can use this RingCentral Support Article for reference.
  • Recipients of this letter should ensure it reaches the appropriate decision maker for their company. Customers can update their decision maker contact by contacting Mitel Support. 
  • Once temporary numbers have been obtained, administrators can forward their existing phone numbers via the MiCloud Business Portal.
    • Click Company
    • Click Advanced → Call Rerouting
    • Enter a name and number for the call reroute (Note: You must place 81 before the 10-digit phone number)
    The new call rerouting rule should then be added to each of the users as illustrated here.

    call routing
  • No. Mitel will disconnect (deprovision) any circuits provided as part of your MiCloud Business service. When planning for replacement services, additional time for procurement and installation may be required.
  • Your Toll Free number information is included on your Customer Service Record (CSR). The CSR will come in a standard .xls file workbook format. The worksheet tabs along the bottom will identify local DIDs and Toll Free’s. If you have any questions regarding your CSR, contact Mitel Support via email at [email protected]
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