Migrating A Customer to the New Platform

Migrating A Customer to the New Platform

This article outlines the standard process for migrating a customer from our legacy platform to our new platform, Qvara. Follow each phase carefully and in order to ensure a smooth transition for both the customer and internal systems.

What is Included in the Migration Process?

While our migration tools are designed to carry over as much customer data as possible, there is information and settings that is not intended to be part of the migration process. It is important to set clear expectations with customers in advance.

The following items are not intended to migrate to the new platform:

  1. Existing SMS/MMS message history
  2. Existing fax history or stored faxes
  3. Call history and call logs
  4. Voicemail messages
  5. Existing PBX user logins or UCP accounts, including permissions and roles
  6. Existing softphone usernames, passwords, or QR Code login credentials

Customers should be advised to review, export, or otherwise address any of the above items prior to the scheduled migration.


Migration Best Practices

Follow these best practices to reduce disruption and ensure a successful migration:
  1. Notify customers at least 3–5 business days in advance of the scheduled migration date and time.
  2. Encourage customers to review and manage existing SMS messages, faxes, voicemails, and related data before migration.
  3. Schedule migrations during low call-volume periods whenever possible.
  4. Thoroughly test and review all configurations before migration, and perform a full validation after migration is complete.
  5. Distribute new softphone credentials and PBX login details on the day of migration only, to prevent users from logging in prematurely or on the wrong date.

The Migration Process

Phase 1: Pre-Migration Date

The following steps should be completed prior to the date and time of the migration itself.

Step 1: Legacy Platform Preparation

This phase ensures you have the correct access and information from the legacy environment before initiating migration.

  1. Log in to the legacy platform.

  2. Locate the customer being migrated and note the following:

    • Container

    • Tenant information

  3. Navigate to User Management.

  4. Locate your preferred API User.

  5. Confirm the User:

    • Has admin access to the customer’s container.

    • Has a valid API key.

  6. Copy and save the API key for use during the import process.

Step 2: Initial Migration into the New Platform

This phase creates the customer account and imports configuration data from the legacy platform.

  1. Log in to the new platform.

  2. Navigate to Systems > Accounts.

  3. If a reseller is not already selected, choose one from the top-right corner.

  4. Select + Import from Legacy.

  5. Enter the API key associated with the Migration API User.

  6. From the dropdown menu, select the appropriate tenant.

  7. (Optional) Select an associated enterprise if applicable.

  8. Enter required customer details:

    • Customer name

    • Service type

    • Industry

  9. (Optional) Adjust:

    • Local dialing country

    • Time zone

  10. Select + Import Account to start copying the customer's information over to the new platform.

  1. Once the purple migration status banner appears at the top of the page, refresh the browser to begin importing the customer's phone numbers.

  2. Once the phone numbers have been imported, the following items must be configured in the customer's account in order to proceed with the remainder of the migration process:

    • Default outbound number

    • Default emergency service number

  3. Select Update General Settings to proceed.

  4. From the purple migration banner, select Import Settings.

Step 3: Configuration Review and Validation

This phase is critical. Review all migrated settings carefully before proceeding.

  1. Verify all imported data matches the legacy configuration.

  2. Pay close attention to:

    • Schedules (they function differently in the new platform)

    • Call flows, especially non-standard elements

    • Device assignments and provisioning

    • UCP-related settings

    • SMS/MMS permissions for devices

    • Phone number "routability" status

  3. Make all necessary adjustments and corrections.

  4. Create User logins (and review their permission settings) for all existing users in Legacy.

  5. Once validation is complete, select Apply Changes to finalize account creation.

  6. On the morning of the migration, use the new platform to send new softphone credentials to all mobile and desktop app users.


Phase 2: Migration Date

The following steps should be completed at the date and time of the migration.

Step 4: Device Migration

The following phases must be completed only at the exact date and time specified in the customer migration email. This phase redirects physical and softphone devices to the new platform.

  1. Log back into the customer’s legacy PBX platform.

  2. Navigate to Extensions > Provisioning.

  3. Scroll to the bottom of the page.

  4. Select Click Here to Redirect Phones to Qvara.

    • Note: Non-standard devices may require manual re-provisioning.

  5. (Optional) Force legacy softphone logout:

    • Change extension passwords in legacy.

    • Apply changes in legacy.

Step 5: Phone Number Migration

This phase routes phone numbers from the legacy platform to the new platform, and removes the phone numbers from the legacy CRM.

  1. Log in to the new platform.

  2. Navigate to Systems > Accounts.

  3. Select the customer’s account.

  4. Open the Legacy tab (visible only for migrated accounts).

  5. Select Route Numbers to Qvara at the top of the page.

    • Note: The button text and color indicate the opposite of the current routing state.

Step 6: Post-Migration Cleanup

Complete the following tasks after the migration is confirmed successful.

  1. Update device routing in applicable provisioning systems, such as:

    • Yealink DM

    • Grandstream GDMS

    • Polycom ZTP

    • Other supported platforms

  2. Send portal invitations to all users in the new platform.

  3. Rename the legacy tenant to include the migration date for historical reference.



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