Hosted PBX migration checklist for South African teams

Map how calls work today

Inventory numbers, extensions, opening hours, queues, reception routing, voicemail, recordings and devices. Ask teams which calls must never be lost. Include less visible dependencies such as intercoms, alarms or fax devices; confirm compatibility with their maintainers rather than assuming they work over the new service.

Verify number ownership and the current supplier’s contract and porting requirements. Obtain a confirmed migration schedule from the receiving provider before arranging cancellation. This checklist does not promise number portability or a particular porting date.

Test from the real workplace

Pilot representative calls over the actual office and remote-worker connections. Check call quality under normal business load, not only during a quiet speed test. Include Wi-Fi coverage, router configuration, handset power and behaviour when the primary connection fails.

Microsoft’s Teams network guidance is a useful vendor-specific example of readiness assessment; confirm the requirements of your chosen PBX rather than treating Teams settings as universal.

• Test incoming, outgoing, transfer, queue, voicemail and out-of-hours call paths.
• Agree call-charge limits and controls against unauthorised use.
• Review recording purpose, notices, permissions, storage and retention.
• Confirm emergency-calling capabilities, location handling and limitations with the provider.
• Document backup power, connectivity and an alternative contact channel.
• Train reception and support staff before the migration window.

Set a go/no-go and handover plan

Assign a cutover owner and name the people who can approve or stop the change. Arrange a practical fallback with both providers; do not assume a completed number port can be instantly reversed. Keep the old service only as long as the agreed transition requires.

After cutover, test business-critical call flows and reconcile charges against the quote. Record unresolved issues and support ownership. Use the hosted-voice service discussion to confirm exactly which migration and ongoing management activities are included.