BETTER IS HERE, NOT OUT THERE

Q. Can we keep our current Mitel phones?

You have options including keeping your existing Mitel phone or choosing a RingCentral MVP compatible device. Engage your Mitel sales representative for more details on the options. 

Q. Can we keep our integrated wireless DECT Headset?

A. Mitel integrated DECT headset can be reused with 6900 phones when connected to RingCentral MVP.

Q. Do all the new RingCentral phones have gigabit pass through ports?

A. In general, MVP compatible phones support GigE, but we recommend this be verified with the manufacturer specifications for the specific 3rd party phone model of interest. https://support.ringcentral.com/article/List-of-tested-deskphones-with-RingCentral.html

Q. Are all the new RingCentral phones PoE capable?

A. The MVP compatible phones support PoE, but best to verify the manufacturer specifications for the specific 3rd party phone model of interest.  https://support.ringcentral.com/article/List-of-tested-deskphones-with-RingCentral.html

Q. Will the new RingCentral system work with my current Analog Terminal Adapter (ATA) devices and overhead paging and door buzzers?

A. Current ATAs will need to be replaced with a supported RingCentral MVP ATA.

Q. Is DECT integration supported with RingCentral MVP?

A. Yes Mitel SIP DECT integration with RingCentral MVP is currently supported as BYOD (basic SIP).

Q. Will Mitel 5300 IP Phones be supported with RingCentral MVP?

There are no plans to support the 5300 models with RingCentral MVP. Customers with 5300 phones can replace them with a RingCentral MVP compatible device. 

Q. Will there be a change in the amount of Taxes & Fees?

A. Taxes and fees can be different when purchasing RingCentral MVP.

Q. Which company will my invoice/billing come from?

A. Your Invoice will come from RingCentral.

Q. As with my current Mitel account, can I keep my invoicing separated by location?

A. Yes, there is the ability to invoice by separate location, and this is done via RingCentral MVP cost-center management.

Q. Will my pricing increase when I upgrade to RingCentral MVP?  

A. RingCentral and Mitel teams will work together with existing Mitel customers to match use case, functionality requirements and existing pricing.

Q. Will RingCentral honor the special terms and conditions in my Mitel contract?

A. As you go through the upgrade to the RingCentral MVP product please inform RingCentral of any unique items related to your account. RingCentral will evaluate special terms on a case-by-case basis. 

Q. Can I keep my existing phone numbers?

A. Yes, onboarding to RingCentral MVP includes a number porting process so customers can keep their existing phone numbers.

Q. How long will the migration process take?

A. RingCentral’s implementation process is efficient and quick, in most cases an upgrade migration will only take a short time.  However it will depend on many factors including # users, # sites, cut-over phasing, and programming complexity. As part of the migration process, customer discovery on these factors will help establish an estimated migration timeframe. Mitel and RingCentral teams will make every effort to make the move seamless, with minimal business disruption. 

Q. As a customer, will we have to sign a new contract with RingCentral?

A. Yes, Mitel customers upgrading to RingCentral MVP will have to sign a new contract directly with RingCentral.

Q. What are my options when it comes to the new contract term?

RingCentral offers various contract terms depending on the users, user profile and pricing need.

Q. Who will support me during the migration from Mitel to RingCentral?

A. Both the RingCentral and Mitel teams will be engaged for your onboarding to RingCentral MVP.

Q. What work will be required by me during the migration?

A. In the case of Implementation Service onboarding, you have to assign one or more individuals to be trained as the administrator of the RingCentral system and they will lead the system programming activities. In the case of Professional Services onboarding, you will have to assign resources to work with the RingCentral or Mitel assigned project manager for information requirements, planning and design, training, and acceptance testing.

Q. As a customer, how much downtime can we expect during the migration process?

A. Cut-over can be coordinated such that there is minimal to no downtime as users migrate to RingCentral MVP.

Q. What are the costs involved in migrating to RingCentral? e.g., Implementation fees?

A. All Mitel customers with less than 100 users have access to an Implementation Service that is available at no cost and delivered to customers in a self-service model that promotes customer administrator enablement and expedites onboarding. More complex installations may leverage pre-defined professional services packages. Note however that if your requirements do not fit these pre-defined packages, or if you require on-site professional services, or if you require Contact Center configuration services, a more detailed RingCentral-led professional services discovery will be required.

Q. How do we transfer our Mitel Call Flow to the new RingCentral system?

A. The current Mitel system call flow configuration will be extracted and provided to you for review and updating as needed for the purposes of implementing on the RingCentral system. Once the updates are complete, it will be programmed on the RingCentral MVP platform using standard processes.

Q. Should I be concerned about my existing Mitel service and how quickly do I need to upgrade to RingCentral? 

A. Mitel is committed to the ongoing service delivery of our existing solutions. This includes quality of service as well as regulatory and security maintenance. However we will not be developing further feature enhancements, but instead be focused on creating a smooth upgrade for you to RingCentral MVP.
As part of the Mitel Customer Experience, we offer a clear process, incentives and the support of the Mitel and RingCentral team to make the move seamless, with minimal business disruption. This experience will be uniquely possible for Mitel customers upgrading to RingCentral MVP. By moving to RingCentral through Mitel, you could be eligible for several lucrative limited time incentives, including Waiver of Early Termination Fees (ETF), up to 3 months free service, special competitive pricing, supported onboarding,. These can potentially add up to 40K* dollars in migration cost savings. 
*This is based typical migration of a customer with 60 

Q. What level of support is offered to customers at no cost? And is there documentation on the different levels of support offered, what it includes and the associated cost if any.

A. RingCentral offers a 24/7-tiered support model for Customer Support. The freemium support is provided through voice, chat and web. These mediums of support are staffed with technically trained individuals on the different RingCentral product offerings from level 1-3 with specialized groups on Integrations, QoS, and Contact Center.

Q. What is the nature of the Mitel & RingCentral Partnership?

A. Mitel announced a strategic partnership with RingCentral in which RingCentral is now Mitel’s exclusive UCaaS partner. Mitel will continue to support customers on its MiCloud Connect platform and, working with RingCentral, provide a seamless path to RingCentral’s best-in-class cloud-based MVP for all its customers in a manner and pace that best fits each customer’s needs.

The Mitel website is a good source of information on this question:
For customers: https://www.mitel.com/about/strategic-partners/customers
For partners: https://www.mitel.com/about/strategic-partners/partners

Q. Previously Mitel provided onboarding professional services at no charge. Will RingCentral do the same?

A. All Mitel customers with less than 100 users have access to a RingCentral Implementation Service that is available at no cost and delivered to customers in a self-service model that promotes customer administrator enablement and expedites onboarding.

Customers with more than 100 users or complex installations can take advantage of RingCentral pre-defined paid professional services packages. 

Q. What are the best practices to minimize downtime during the migration?

A. Customers that are not utilizing existing desktop phones or deploying net new phones can set up a call forwarding prior to the transfer date if the current phone system and/or incumbent carrier allows this to minimize downtime and go live on the desired date and time.

Downtime should be limited to the time it takes when the customer number is ported to RingCentral, replacing the temporary number. It typically a few minutes unless there are
underlying issues during the number port process.

If a customer is migrating phones from their Mitel system, the best practice to minimize downtime is to align the phone redeployment immediately after number porting has been completed. The phone migration will typically add only a few minutes to the overall process.

Q. We have been told cutover downtime is “1 hour for 1-19 users, 2 hours for 20-99 users”. What are the variables that dictate these times?

A. “Cutover” is similar to number porting. Porting begins at 11 am Eastern daily and is an automated process between the incumbent carrier and RingCentral. Assuming that there are no port mapping issues, “downtime” only occurs when the number is ported into RingCentral from the incumbent carrier and replaces the temporary number.

Q. Will an Implementation Advisor assist in programming?

A. For customers onboarding through RingCentral Implementation Services (IS), an Implementation Advisor service is available to assist the customer with onboarding questions
including providing training to enable customers to add users, set up call flows, IVRs, etc.…

Q. What are the average wait times for an Implementation Advisor?

A. Implementation Advisors will assist the customer by walking them through and teaching them how to set up their account. To initiate this onboarding, the customer must call the 1-800 number provided to them. The initial call should last about an hour. Once the customer has completed this with their Implementation Advisor, the customer has 30 days of unlimited access to this service from RingCentral for any additional questions.

RingCentral does not publish SLAs for wait times, however, they do maintain an internal 60-second pick-up time for the incoming call queue.

Q. Will RingCentral Professional Services convert Ring Groups/ Hunt Groups to Call Queues?

A. Yes, if included in the Professional Services Statement of Work (SoW).

Q. Will RingCentral Professional Services program phones and copy the button programming from current Mitel cloud phones migrating to RingCentral?

A. Yes, the default/standard key layout for the phone will be included in the Professional Services onboarding. Usually, presence (the names of other users that users choose to appear on their phone) is done by the users – that is not in a standard Statement of Work (SoW) done by RingCentral, but customers can request it; extra charges may apply.

Q. Will RingCentral Professional Services set up templates?

A. Yes, there are a defined number of templates that will be set up for the various Professional Services tiers

Q. How does a customer upgrade their existing 6900 series phones to work with RingCentral MVP?

A. The 6900 firmware will be upgraded as part of the redeployment to RingCentral MVP. The high-level process is as follows:

Provision the phone MAC address on RingCentral MVP and assign it to a user
Complete any local network configuration required (as detailed in the Mitel Migration Assist
Package (MAP)
Reboot or factory reset the phone (as detailed in the MAP)

Q. Is there an Administration guide for customers outlining the steps from when the RingCentral account is turned up to go-live?

A. RingCentral provides several guides and videos that can be found here: https://support.ringcentral.com/get-started/app.html

Q. How much advance notice of number porting does the customer receive?

A. Porting dates are 100% dependent on the incumbent carrier agreeing on a date to release the numbers to RingCentral. The notification varies with every carrier and every number porting activity.

Q. How do the temporary numbers work?

A. When a new RingCentral account is created, each user is assigned a temporary number that is eventually replaced by the customer’s advertised business number. Temporary numbers are mapped to customer phone numbers (AKA Port Mapping) and utilized during porting to swap the ported-in phone numbers replacing the temporary numbers. Each number being ported to RingCentral must have a corresponding temporary number.

Once the number port is completed, the outbound calls will show the ported number.

NOTE: Customers can continue using their current phone system to make and receive calls until the number porting is complete (recommended for customers migrating Mitel phones to RingCentral MVP) or they can forward from their current provider to the new temporary RingCentral numbers

Q. Can porting be done after hours? Weekends? During Non-Business hours?

A. This is out of our control, because carriers and teams are spread across the country, porting time is set for all US/CAN time zones to minimize downtime and risk during normal business hours. Incumbent carriers rarely agree to work outside of standard working hours to support number porting.

Q. How is the porting coordinated when Mitel cloud customers have numbers from multiple carriers?

A. The process is the same regardless of the number of carriers. Letters of Authorization (LoAs) and Customer Service Records (CSRs) are required and will be provided to the multiple carriers requesting Firm Order Commitment (FOC) dates (port date).There cannot be multiple porting requests open with a single carrier – they must be one at a time, sequentially. (i.e., Customer wants to port 3 times from AT&T. Port 1 must be completed before submitting the request for port 2, then port 3).

Q. Does number porting happen simultaneously with the 6900 series migration?

A. Mitel 6900 series phone migration should be scheduled after number porting is complete.

Q. Who will support the customer during the migration from Mitel to RingCentral?

A. RingCentral will be the primary contact point working with the customer during onboarding to and implementation of the RingCentral MVP service. This is inclusive of the deployment of any Mitel phones the customer will be using with their service. Mitel will assist the customer with a Migration Assist Package containing the information needed to replicate as much of the customer’s service with Mitel as needed.

Q. What work will be required of the client during migration?

A. In the case of Implementation Service onboarding, the customer will assign one or more individuals to be trained as the administrator of the RingCentral system and they will lead the system programming activities, with the assistance of a remote Implementation Advisor from RingCentral.

In the case where the customer has opted to pay for Professional Services onboarding, the customer will assign resources to work with the RingCentral assigned project manager for information requirements, planning and design, training, and acceptance testing.

The Migration Assist Package from Mitel containing details on customer configuration on their Mitel system, and will provide valuable information to assist provisioning of the RingCentral MVP service in either onboarding model.

Q. As a customer, how much downtime can we expect during the migration process?

A. Cut-over can be coordinated such that there is minimal to no downtime as users migrate to RingCentral MVP.

Q. What are the costs involved in migrating to RingCentral? e.g., Implementation fees?

A. All Mitel customers with less than 100 users have access to an Implementation Service that is available at no cost and delivered to customers in a self-service model that promotes customer administrator enablement and expedites onboarding.

More complex installations may leverage pre-defined paid professional services packages. Note however that if the customer requirements do not fit these pre-defined packages, or if the customer requires on-site professional services, or if the customer requires Contact Center configuration services, a more detailed RingCentral-led professional services discovery will be required.

Q. How do we transfer our Mitel Call Flow to the new RingCentral system?

A. As part of the Migration Assist Package (MAP), the customers current PBX call flow configuration will be extracted and provided to the customer for review and updating as needed for the purposes of implementing on the RingCentral system. Once the updates are complete, they will be programmed on the RingCentral MVP platform using standard processes. The review of the existing configuration will help ensure the final configuration on MVP will match the current config as much as needed.

Q. What is a Migration Assist Package and how do I get one?

A. The Migration Assist Package (MAP) delivers on a commitment by Mitel to make a migration from a Mitel Cloud Service to RingCentral MVP as seamless as possible by providing detailed configuration information to the customer on their current services for review and use during MVP implementation, included in the MAP are:

• System/user configuration info (in the format of the RingCentral MVP onboarding workbooks)
• Call Flow configurations (including visual depiction for easier review)
• Audio files (AA, RADs etc.) – (may require a request to Mitel Support)
• Phone details (MAC Addresses etc.)
• Customer Service Record (CSR) form to facilitate number porting
• Migration Journey Guide providing more info on how the information is to be used as well as phone migration instructions

Mitel provides a MAP to all Mitel Cloud customers upon their decision to migrate to RingCentral MVP. It is sent to the primary contacts on the customer account automatically. If a customer has not received a MAP, they can raise a request through their standard Mitel Support contacts. Proof of RingCentral contract may be required.

Q. How will the migration of phone numbers from Mitel to RingCentral occur? Will there be a porting process required or can these lines simply be moved over to RingCentral?

A. RingCentral has a well-defined and streamlined process for requesting and executing number porting requests. To facilitate this, and as part of the Migration Assist package, Mitel delivers a Customer Service Record form that contains all numbers owned by the customer including location details prime carrier. With the detail provided in this form, the chances of errors in the submission of porting requests are greatly reduced. The coordination of the porting will be handled by RingCentral during the onboarding/activation process.

Q. Are all Mitel Cloud platforms part of the Migration tool?

A. Mitel will provide a Migration Assist Packages to all our Cloud customers once they make the choice to migrate to RingCentral MVP.

Q. How long will the migration process take?

A. This will depend on many factors including # users, # sites, cut-over phasing, and programming complexity. As part of the migration process, customer discovery on these factors will help establish an estimated migration timeframe. Mitel and RingCentral teams will make every effort to make the move seamless, with minimal business disruption.

Q. Can we keep our current Mitel phones?

A. Migration of current phones is dependent on the timing of the deployment and which phones you currently have. For a current list of the Mitel Phones certified for deployment on RingCentral MVP, please consult the RingCentral website. https://www.ringcentral.com/office/voip-phone/mitel-phones.html

Q. Can we keep our integrated wireless DECT Headset?

A. Mitel integrated DECT headset can be reused with 6900 phones when connected to RingCentral MVP.

Q. Do all the new RingCentral phones have gigabit pass through ports?

A. In general, MVP compatible phones support GigE, but we recommend this be verified with the manufacturer specifications for the specific 3rd party phone model of interest. https://support.ringcentral.com/article/List-of-tested-deskphones-with-RingCentral.html

Q. Are all the new RingCentral phones PoE capable?

A. The MVP compatible phones support PoE, but best to verify the manufacturer specifications for the specific 3rd party phone model of interest. https://support.ringcentral.com/article/List-of-tested-deskphones-with-RingCentral.html

Q. Will the new RingCentral system work with my current Analog Terminal Adapter (ATA) devices and overhead paging and door buzzers?

A. Current ATAs will need to be replaced with a supported RingCentral MVP ATA.

Q. Is DECT integration supported with RingCentral MVP?

A. Yes, we’ve achieved Bring Your Own Device (BYOD) interoperability certification of SIP- DECT with RingCentral MVP. For more details, see https://www.ringcentral.com/office/voip- phone/mitel-dect-handsets.html

Q. Will Mitel 5300 IP Phones be supported with RingCentral MVP?

There are no plans to support the 5300 models with RingCentral MVP. Customers with 5300 phones can replace them with a RingCentral MVP compatible device. 

Q: Will my Mitel supplied PoE adapter for my IP4xx phone work with a 69xx replacement phone?

A. Customers can use existing power supplies used for 5300/IP400/6800 for any 6900 phone. If the customer chooses to add new additional 6900 accessories like iDECT or M695 PKM, then they need to check if they have an adequate power supply.

Q: Will my IP4xx headset work with the 69xx phone? Will Mitel supply a headset if it is not compatible?

A. Mitel integrated DECT headset can be reused with 6900 phones when connected to RingCentral MVP.

Q. Will we be working with Mitel support or RingCentral support when it comes to setting up 6900 series phones on RingCentral?

A. RingCentral will be the primary contact point working with the customer during onboarding to and implementation of the RingCentral MVP service. This is inclusive of deployment of any Mitel phones the customer will be using with their service. For devices supporting Zero Touch Provisioning (ZTP) on 6900 devices, the migration of these devices can be completely managed through the RingCentral MVP provisioning tools requiring the phones only to be rebooted, factory reset or simply powered up (depending on how the phones were being used on Mitel service). Note that details on the phones being migrated, and the steps required to deploy will also be provided as part of the Migration Assist Package.

Q. How about wireless LAN adapters, Bluetooth speakers, and other accessories. Will Mitel transfer title on these devices to the end user?

A. Devices and accessories that can be used on MVP have their titles transferred to the customer.

Q. Will RingCentral be offering 6900 series phones for new customers?

A. Yes, 6900 phones will be available to order from the RingCentral website in the coming months. Customers can choose to purchase or rent these phones.

Q. Will there be a change in the amount of Taxes & Fees?

A. Taxes and fees can be different when purchasing RingCentral MVP

Q. Which company will my invoice/billing come from?

A. Your Invoice will come from RingCentral Mitel Cloud to RingCentral Migration - Frequently Asked Questions

Q. As with my current Mitel account, can I keep my invoicing separated by location?

A. Yes, there is the ability invoice by separate location, and as done via RingCentral MVP cost- center management.

Q. Will RingCentral honor the special terms and conditions in my Mitel contract?

A. Any special terms and conditions should be discussed as part of the RingCentral MVP negotiations.

Q. Can I keep my existing phone numbers?

A. Yes, onboarding to RingCentral MVP includes a number porting process so customers can keep their existing phone numbers.

Q. As a customer, will we have to sign a new contract with RingCentral?

A. Yes, Mitel customers migrating to RingCentral MVP will have to sign a new contract directly with RingCentral.

Q. What are my options when it comes to the new contract term?

A. RingCentral offers various contract terms and pricing options depending on number of users, user profile, and annual versus monthly term.

Q. Will I be billed by Mitel and RingCentral during the RingCentral activation period?

A. Yes, Mitel will continue to bill for services during the RingCentral activation until you complete the normal service disconnect request with Mitel after the successful cutover to your RingCentral MVP service. RingCentral’s service contract and Terms of Service govern the start of billable services on the MVP service.

Q. What is the process for suspension of Mitel Sky and MiCloud Connect self-service portal options for adding seats and sites?

A. That is done automatically and as a matter of course if the customer goes on credit hold. Credit hold is applied when the customer is well past-due on payments and occurs prior to Mitel taking action to snip outbound calls.

If there is a case where a Mitel Sky and MiCloud Connect customer saw suspension of their self-service access and customer is not past-due, then please raise as a Mitel Support issue.

Flex/Business/Office customers do not have a self-service portal for adding sites/services; they must contact Mitel Support or Mitel CSM. We are not investing to build such a portal, instead, as you know, our intent is to migrate to RingCentral.

Q. Do we have any RingCentral literature, such as a basic pricing document or document showing the profile/license options with standard pricing included?

A. RingCentral plans and pricing details vary by region, US details here: https://www.ringcentral.com/office/plansandpricing.html Note at the top of the web page the toggles for monthly versus annual payment options and slider for number of users.

Q. What level of support is offered to customers at no cost? And is there documentation on the different levels of support offered, what it includes and the associated cost if any.

A. RingCentral offers a 24/7-tiered support model for Customer Support. The freemium support is provided through voice, chat and web. These mediums of support are staffed with technically trained individuals on the different RingCentral product offerings from level 1-3 with specialized groups on Integrations, QoS, and Contact Center.

Only the RingCentral Enterprise support, TAM, Implementations and Professional Services comes with a cost.

Questions related to the onboarding and implementation of the MVP service including, but not limited to, configuration, number porting, and phone deployment are to be directed to the customer’s primary implementation contact at RingCentral.

• For Implementation Service onboarding, if the customer has not been contacted by the RingCentral implementation team, the customer can reach out to the following contacts:
  • United States: (866) 309-2827 | 6 am - 6 pm, Pacific Time
  • United Kingdom: (800) 048-7185 | 8 am - 6 pm, Greenwich Mean Time 
  • Australia: (800) 957-193 | 9 am - 6 pm, Australian Eastern Standard Time
  • Europe: (800) 914-944 | 9 am - 6 pm, Central European Time 

Technical questions relating to the customer's configuration on their Mitel service, including questions on their Migration Assistance Package, should be directed to Mitel Customer Support through standard mechanisms.

Customers with non-technical questions related to the RingCentral migration including questions on ETF charges, device transfers or swaps, or any other incentive-related questions (except rebates), can contact the Migrations Success Help Desk:

• MiCloud Connect, Sky: Create a ticket via OneView
• MiCloud Flex, Business, Office: Via email [email protected]
  
   

Customer rebate requests and inquiries should be directed via email to [email protected].

• Mitel Account Cancellation: 800-418-2215
• Billing questions:
  • Connect/Sky: 800-226-6775
  • MiCloud Flex, Business and Office: 800-722-1301
• Customer rebate requests and inquiries: [email protected].