27-site voice cutover:
zero minutes of downtime.
A professional-services firm ran a legacy on-premise Avaya PBX estate across 27 offices, with a decade of accumulated configuration and no answer for hybrid work. Incipient placed senior unified-communications capability that migrated every site to Avaya Cloud with no call disruption and 38% of the infrastructure cost retired.
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A decade of undocumented routing, voice on the line.
The hardware was aging and the maintenance cost was climbing, but the real problem was that the platform had no answer for the hybrid model the firm's people had already moved to.
The firm needed to get onto Avaya Cloud without breaking anything, and voice is the one system where a failure is visible to the entire company within minutes. Everything hinged on carrying the configuration across intact and porting the numbers without a gap.
- 1Undocumented routing214 call flows, 38 IVR paths and 96 hunt groups had built up over a decade with no map.
- 2No hybrid-work answerThe legacy platform could not support the hybrid model the firm already worked in.
- 3Aging hardware31 PBX units and 12 maintenance contracts, with the cost climbing.
- 4Number porting risk640 numbers had to move with routing continuity at every site.
- 5Slow recoveryMean time to restore on the legacy estate was 26 hours.
Continuity as the deliverable.
Incipient placed senior unified-communications capability to lead the 27-site migration, covering assessment, architecture and cutover strategy. The firm's own team stayed in the loop through a gated rollout, and nothing moved until the routing had been mapped.
- Mapped and migrated 214 call flows, 38 IVR paths, 96 hunt groups, voicemail and 3,450 extensions
- Ported 640 numbers with routing continuity maintained across every site
- Ran the transition as a 6-phase rollout over 20 weeks, each phase gated by user-acceptance sign-off
- Coordinated integration with the existing collaboration and CRM tooling
- Retired the on-prem hardware dependency: 31 PBX units and 12 maintenance contracts
27 sites, zero downtime, faster recovery.
All 27 sites, 3,450 extensions and 3,100 users migrated with zero minutes of call disruption and zero calls dropped.
Infrastructure and maintenance cost fell 38%, and mean time to restore improved from 26 hours on the legacy estate to 2 hours on the cloud platform.