VoIP Migration Checklist: 15 Steps to Switch Your Business Phone System

Step 1: Inventory every line, number and user

List every phone number you own, including main lines, direct-dial numbers, toll-free numbers, fax lines and numbers used only for marketing. Record the carrier and account for each, plus every user, extension, shared phone, conference phone and paging connection.

• Pull the latest bill from each carrier.
• Identify lines tied to alarm panels, elevators, gates, fire systems and credit card terminals.
• Note any numbers you want to retire rather than port.

Step 2: Define requirements and choose a platform

Write down the features you need: auto attendants, ring groups, call queues, voicemail to email, call recording, CRM or Microsoft Teams integration, text messaging, mobile and desktop apps, and reporting. Decide whether cloud VoIP, an on-premises PBX with SIP trunking or a hybrid fits best.

Step 3: Assess bandwidth

Each concurrent call uses roughly 100 kbps in each direction with the common G.711 codec once network overhead is included, and less with compressed codecs. Estimate peak simultaneous calls, then confirm your internet circuit has comfortable headroom on both upload and download after other traffic such as video meetings and cloud backups.

Step 4: Prepare switches, cabling and power

Desk phones are typically powered by Power over Ethernet, so confirm your switches have enough PoE ports and budget. Put phones on a dedicated voice VLAN, verify cabling at each desk, and place switches and the firewall on a UPS so phones keep working through short power interruptions. Our network solutions team can review this as part of a migration.

Step 5: Configure QoS and firewall settings

Mark voice traffic, commonly with DSCP EF, and prioritize it across switches and the firewall. Apply your provider’s recommended firewall rules and timeouts, and disable SIP ALG on the router if the provider advises it, since it often causes one-way audio and dropped calls.

• Target one-way latency below about 150 ms.
• Keep jitter low, ideally under about 30 ms.
• Aim for packet loss under 1 percent.
• Run a VoIP readiness test from the provider before cutover.

Step 6: Meet Kari’s Law requirements

Kari’s Law is a federal law covering multi-line telephone systems. In general, users must be able to dial 911 directly, without a prefix such as 9, and the system must notify a central point, such as a front desk or security team, when someone calls 911. Configure on-site notifications by email, text, desktop alert or phone, and test them.

Step 7: Configure dispatchable location under RAY BAUM’S Act

FCC rules implementing Section 506 of RAY BAUM’S Act require 911 calls from multi-line systems and VoIP services to convey a dispatchable location: the street address plus details such as floor, suite or room when needed to find the caller. Assign accurate addresses to every phone and site, and decide how remote and mobile users will update their locations in softphone apps. Your provider should explain how its service supports these requirements.

Step 8: Gather the customer service record (CSR)

Request a CSR from each current carrier. It lists the exact account name, service address, billing telephone number and numbers on the account. Porting requests are matched against the CSR, and mismatches are the most common reason ports are rejected.

Step 9: Submit the Letter of Authorization (LOA)

The LOA authorizes the new provider to move your numbers. Fill it out to match the CSR exactly, include the account number and any port-out PIN, and list every number. Once the carriers agree on a firm order commitment (FOC) date, schedule your cutover around it. Toll-free numbers follow a separate process, so confirm timing with your provider.

Step 10: Rebuild call flows

Map how calls should route during business hours, after hours and on holidays. Record auto attendant greetings, set up ring groups and queues, assign direct numbers, and decide where unanswered calls go. Keep menus short; most callers want a person within one or two choices.

Step 11: Choose handsets, softphones and headsets

Decide who needs a desk phone, who can use a desktop or mobile app, and which rooms need conference phones. Order and provision handsets in advance, and label each one with its user and extension before installation day.

Step 12: Plan fax, alarm and elevator lines

Fax machines, alarm panels, elevator phones and some gate or building systems were designed for analog lines and do not always work reliably over VoIP. Options include cloud fax services, analog telephone adapters configured for the use case, and cellular communicators for alarms. For elevator and fire-related lines, coordinate with your elevator, alarm or fire contractor and the local authority before changing anything.

Step 13: Train users and admins

Run short sessions on answering, transferring, parking calls, voicemail and the mobile app. Give receptionists extra time on the console and call queues. Train at least two administrators to add users, change greetings and update call flows.

Step 14: Execute the cutover plan

Schedule cutover for a low-call period, confirm the FOC date and have phones installed and tested beforehand. On cutover day, verify that each ported number rings correctly, test inbound and outbound calls, confirm 911 routing and notifications using your provider’s test procedure, and check fax and alarm lines. Keep a rollback plan and the old carrier’s support number on hand.

Step 15: Review after go-live

Over the first two weeks, collect user feedback, review call quality reports and adjust call flows. Only after every number has ported and been tested should you cancel old service, since cancelling too early can release numbers you meant to keep. Update your documentation and 911 location records whenever people or phones move.