UCaaS Cloud Migration Checklist: 25 Steps to a Clean Cutover

Assessment Phase

• Document all business phone numbers currently in use
• Map all users to their current extensions and direct numbers
• Document all current call routing rules, auto-attendant menus, and call groups
• Identify all features currently in use that must be replicated
• Identify any regulatory requirements (HIPAA, call recording mandates, retention policies)
• Run an internet speed and latency test at each office location
• Review existing contracts for early termination clauses

Provider Selection Phase

• Generate a fully-loaded cost comparison including all required features (not just base price)
• Confirm the provider will sign any required compliance agreements (BAA, data processing agreements)
• Verify hardware compatibility for any existing IP phones you want to reuse
• Confirm number porting support is included and understand the timeline
• Request references from organizations of similar size who have migrated
• Execute the contract and service agreement

Pre-Migration Setup Phase

• Submit number port requests for all numbers immediately after contract execution
• Configure all users in the new cloud system before anyone uses it
• Recreate all auto-attendant menus, call routing rules, and call groups
• Configure voicemail for all users
• Set up CRM integration if applicable
• Install and test mobile apps and desktop softphones for a pilot group
• Configure QoS on your network switches and routers to prioritize voice traffic

Testing Phase

• Test all call routing paths: inbound to main number, direct extensions, call groups
• Test voicemail recording and retrieval for multiple users
• Test call transfers between users on different devices (desk phone, softphone, mobile app)
• Conduct a call quality test from each office location during peak business hours
• Run a full pilot with a small group of staff for at least one week

Cutover and Post-Migration Phase

• Schedule the cutover for a low-traffic day and time (Monday or Tuesday morning is ideal)
• Train all staff before cutover, not on the day of
• Have your provider's support team on standby for the first hour after cutover
• Monitor call quality and completion rates for the first two weeks
• Collect staff feedback and address adoption issues promptly
• Cancel the old service after 30 days of stable operation on the new system