RingCentral Mitel-ShoreTel Sky IP400 Phone Migration User Guide

: June 9, 2024
: RingCentral

Table of Contents

Overview
Prerequisites
Process
Phone Migration Flow
Appendix
Upgrading the Migrating Mitel IP400 Phones
Frequently Asked Questions (FAQ)
References
Read User Manual Online (PDF format)
Download This Manual (PDF format)

Mitel-ShoreTel Sky IP400 Phone Migration
User Guide

Overview

Mitel/ShoreTel Sky customers migrating to RingCentral can use their RingCentral-supported Mitel phones with their new RingCentral service.
NOTE: This article is applicable only for Mitel/ShoreTel Sky and does not apply to MiCloud Connect, MiCloud Flex, MiCloud Business, or MiCloud Ofﬁce customers and is applicable only to migrating IP400 models.
Phone migration should be tested and completed prior to the customer’s phone numbers being transferred to RingCentral. RingCentral, by default, provides temporary (RCF) numbers for new customer accounts.
Customers may also use softphones during the phone migration process.

Prerequisites

Your RingCentral MVP account and users must already be created.
Verify open access on port 443 (https) to the Mitel RCS (ZTP) server by whitelisting the following URL or IP address:
o rcs.aastra.com
o 216.191.234.139
Verify open access on port 80 (http) to the Mitel Cloud Migration Service by whitelisting the following URL or IP address:
o ip400.mitelcloud.com
o 34.111.177.55
Verify open access on port 443 to RingCentral Provisioning servers by whitelisting the following URLs:
o mtl.ringcentral.com (Provisioning)
o mtl.s3.ringcentral.com (Firmware update)
Verify removal of any DHCP / DNS entries in the environment that might redirect the Mitel phones to the old platform.
o Common legacy Mitel DHCP / DNS entries:
Ensure the following conﬁguration does not appear anywhere for DHCP or LLDP: conﬁgservers=update.sky.shoretel.com, CloudDomain=sky.shoretel.com
Any Mitel-speciﬁc DNS values in DHCP will cause the migration to fail; commonly these are 208.103.94.230 and 199.101.107.70
For additional information about RingCentral network requirements, see Network requirements | RingCentral MVP.

Process

A RingCentral MVP admin account is required to complete these steps.

Gather necessary information from your existing Sky solution to assist with your migration to RingCentral (refer to Gathering Mitel/ShoreTel Sky Information for Migration to RingCentral section for detailed steps).
Ensure your RingCentral MVP account is created, and all users have been added to your account.
If not already completed, assign an Existing Phone to all RingCentral users that will be migrating an existing Mitel phone over to RingCentral.
Add speciﬁc Mitel phones to RingCentral users (refer to Adding Mitel IP400 Phones to RingCentral Users section for detailed steps).
Upgrade the migrating IP400 phones (refer to Upgrading the Migrating Mitel IP400 Phones section for detailed steps).
a. WARNING: For seamless migration, it is important to complete step 4 above before proceeding with upgrading IP400 phones.

Phone Migration Flow

RingCentral Mitel-ShoreTel Sky IP400 Phone Migration - Figure
1

Appendix

Gathering Mitel/ShoreTel Sky Information for Migration to RingCentral
When preparing to migrate your Mitel services to RingCentral, you will need to gather some information about your account.
Migration tools are available to assist Sky customers with obtaining much of the information needed to migrate accounts to RingCentral. Review the following sections for information about gathering the required information:

Downloading Migration Documents
Viewing Call Flow Settings
Downloading Voicemail Messages
Downloading Call Recordings
Obtaining MAC Addresses for Migrating Phones
Transferring Phone Numbers

REMINDER: Notice is required to terminate your Mitel services. To schedule a disconnection of your Mitel service, reach out to Mitel Support.
REMINDER: Once you have fully migrated to RingCentral and no longer require access to your Mitel services you must notify Mitel and Mitel will shut down your account (and cease billing you). Once your account is closed Mitel will purge your data. Please ensure you’ve retrieved any reports, recordings, or other data you need to retain prior to shutting down your account.

Downloading Migration Documents
The following documents are available for download from the Mitel Account Portal or Account Console:

Business Requirements Document: A multi-tab Excel ﬁle populated with important account details; you will need to complete this document if onboarding through RingCentral Professional Service.
User List Document: A list of users on the account.
Customer Service Record Document: A multi-tab Excel ﬁle that serves as proof of telephone number ownership. This document is required for transferring phone numbers.
Workbook Documents: A PDF of the RingCentral Workbook Document with some ﬁelds populated. You will use this document if onboarding yourself through RingCentral Implementation Services.
Call Flow Sound Files: A ZIP ﬁle containing all the sound ﬁles on the account.

For information about accessing these tools and detailed information about the data contained in each document, refer to the MiCloud Connect/Sky Migration Tools knowledge base article.
Viewing Call Flow Settings
When preparing to migrate your Sky services to RingCentral, you may also need to gather additional information about the call ﬂow settings for your account.

On the Portal Phone System menu, click Call Flow Settings.
To view the details for a call ﬂow component, click the call ﬂow component in the list.
The details are displayed below the component list and the diagram is displayed to the right of the component list.
Click the tab in the component details that contains the information you want to view.
TIP: You can save a view of the conﬁguration details by taking a screenshot for later use.

Downloading Voicemail Messages
Users may want to download and save their voicemail messages. Voicemail messages can be downloaded individually from the Portal.

On the Portal Home menu, click Voicemail Box.
Select the checkbox next to the voicemail you want to download.
Click Download on the toolbar and follow the prompts to save the ﬁle.

For additional information, see the Voicemail Box knowledgebase article.
Downloading Call Recordings
Depending on your role, you can access and download your own call recordings and/or the call recordings of other users on your account.

On the Portal Home, Team, or Organization menu, click Call Recording.
If accessing from the Organization menu, click All Recordings.
Select the checkbox next to the call recording you want to download.
Click Download on the toolbar and follow the prompts to save the ﬁle.

For additional information, see the ShoreTel Sky Replay (Call Recording) knowledgebase article.
Obtaining MAC Addresses for Migrating Phones
You can download information about the phones on your account, including phone model, MAC address, and extension. The MAC address for each migrating phone will need to be entered into RingCentral Service Web (refer to Adding Mitel IP400 Phones to RingCentral Users section for details).
Note: You can also obtain the MAC address of individual phones from the label on the back of the phone.

Mitel/ShoreTel Sky Portal
You can download the list of users and their MAC addresses from the Sky Portal.

On the Portal Operations menu, click Primary Partition.
In the Settings tab, click Download next to User List Document under the Migration section.
Follow the prompts to open or save the ﬁle.

Transferring Phone Numbers
The following documents are required when making a request to transfer your Mitel/ShoreTel Sky phone numbers to RingCentral.

Customer Service Record (CSR)
A copy of the most recent invoice for the numbers you want to transfer

For additional information about or assistance with transferring phone numbers to RingCentral, see the RingCentral Porting article.
Customer Service Record (CSR)
The CSR serves as proof of ownership and provides the following information:

Carrier of record for telephone numbers
Rate Center
Billing Company Name
Listed/Service (physical) Address
BTN (Billing Telephone Number)
Requested Telephone Numbers
PIN; as applicable

For information about obtaining the CSR, refer to the MiCloud Connect/Sky Migration Tools knowledge base article.
Account Invoice
A copy of your most recent invoice is required to transfer your phone numbers from Mitel to RingCentral. As a Decision Maker, Billing Contact, Full Admin, or Billing Admin, you can download a copy of your monthly invoice.
Sky (Portal)

On the Portal Organization menu, under Billing, click Invoices & Payments.
Click the View Invoices tab.
In the Choose Invoice Group list, select the invoice group to view.
Note: If you do not have multiple invoice groups set up for your account, only one main invoice group is used.
In the Invoice column, next to the most recent invoice number, click PDF to download a PDF version of the invoice.

Adding Mitel IP400 Phones to RingCentral Users

Go to the Admin Portal and sign in.
There are two paths you can follow to add a phone to a user:
a. Select Phone System in the top menu.
b. Go to Phones & Devices > User Phones.
OR
a. Select Users in the top menu.
b. Go to User List > Users with Extensions.
c. Select the user you want to add the phone to.
d. Expand the Phones & Numbers section for that user.
Select an Existing Phone from the list of the user you want to migrate, then click Setup & Provision.
Enter Mitel in the search bar. Select your device when its full name appears.
Click Next.
Enter the phone’s MAC address and click Next.
On the Finish page, click Done.

Upgrading the Migrating Mitel IP400 Phones

When you are ready to migrate your IP400 phones, you must upgrade the migrating phones.
Once the phone is upgraded, the phone will point to the RingCentral server. At this point, the phone will no longer work on the Mitel/ShoreTel Sky platform and will only work on the RingCentral platform.
The phone ﬁrmware upgrade is a 2-step process: ﬁrst to intermediate 804 ﬁrmware and then to ST ﬁrmware that is compatible with RingCentral MVP service. Both upgrades are coordinated via the Mitel Cloud Migration Service. Review the following sections for information about upgrading the IP400 phones:

Pre-Upgrade Setup
First Upgrade Step
Second Upgrade Step

WARNING: Once the IP400 phone has completed the upgrade to the ST ﬁrmware, there is no process to revert the phone back to Mitel/ShoreTel Sky compatible ﬁrmware (one-way process only).
Pre-Upgrade Setup
The migrating phones need to register with Mitel Cloud Migration Service to upgrade phone ﬁrmware, for both intermediate 804 ﬁrmware and ﬁnd SIP ST ﬁrmware that is compatible with RingCentral MVP service.
There are two paths to register the phone(s) with Migration Service:

Conﬁguring DHCP Option 156.
a. Set the parameter conﬁgServers=ip400.mitelcloud.com.
b. Factory reset the phone by pressing muteCLEAR# button sequence on the phone (press mute button followed by 25327# buttons on the dial pad).
c. Press the Clear soft key to proceed. This will clear all the previous settings and the phone will reboot.
d. Upon reboot, the phone will register automatically with Migration Service with default extension 1000.
OR
Manual Phone Conﬁguration.
a. Factory reset the phone by pressing muteCLEAR# button sequence on the phone (press the mute button followed by 25327# buttons on the dial pad). Press the Clear soft key to proceed. This will clear all the previous settings and the phone will reboot.
b. After reboot, press muteSETUP# button sequence on the phone (press the mute button followed by 73887# buttons on the dial pad) to go to Admin Options.
c. Enter the phone’s admin password. The password is 1234.
d. Press the OK soft key.
e. Select Services->Conﬁg servers and enter http://ip400.mitelcloud.com in the Conﬁg server
1 ﬁeld. Alternatively, you can enter the IP address 34.111.177.55 instead of the URL.
f. Press the Back soft key, press the Back soft key one more time, then press Apply soft key to apply the changes and wait for a few seconds.
g. The phone will register automatically with Migration Service with default extension 1000.

First Upgrade Step (Intermediate 804 Firmware)

After the pre-upgrade setup is completed, the phone will automatically start the ﬁrmware upgrade process.
The phone will start downloading the latest 804 ﬁrmware. The phone screen display will show the ﬁrmware download status.
Once the ﬁrmware download status is 100%, the phone will auto-reboot and boot up with the latest 804 ﬁrmware.
The phone will display ‘Dial 400 to switch to RC’ on top of the screen.

Second Upgrade Step (Final ST Firmware)

Dial 400 using the phone dial pad and press the Dial button.
a. WARNING: Once the ST ﬁrmware is installed, there is no return process to revert to Mitel/ShoreTel Sky compatible ﬁrmware.
The phone will display an ‘Unknown call failure’ message, press the OK soft key, wait for 2-3mins, and do not power off the phone.
Note: If you see any additional messages after pressing the OK soft key, don’t take any action and wait for the ST ﬁrmware to download.
The ST ﬁrmware download process runs in the background and the phone does not show any download status on the screen.
Once the ST ﬁrmware download completes, the phone will auto-reboot and boot up with ST ﬁrmware and should show as connected to MVP.