New home - New phone!

In partnership with UCD Estate Services, the UCD telephony service is moving to a new home with IT Services.

As part of our Digital Transformation initiatives, IT Services will be delivering a new phone and communications system in 2020. This will be a complete system upgrade with new handsets replacing the existing phone on your desk.

Note: there will be no change to your extension number.

The new system will pave the way for Unified Communications bringing together voice, messaging, video conferencing and integrated voicemail and email, transforming the way we work at UCD.

This webpage will provide all you need to know about the upcoming upgrade of the UCD telephony system. Over the next six months we will include information on phone features, together with instructions on using the new handsets. We will also be providing more detail around the unified communications facilities that will be available to staff at UCD.

We will be in contact with each school and unit during November to capture and review their telephony requirements. A Guide to completing the Telephony Requirements workbook is available.

What is Happening?

IT Services are introducing a new university-wide Telephony and Unified Communications service to meet the current and future communications needs of the UCD Community. Work has already started and we will shortly be in contact with School and Unit heads to begin planning for the replacement of phone sets at offices/workstations.

Initially we will concentrate on the deployment of the handsets required to maintain the current level of service. After that, we will add on additional Unified Communications features which will provide further functionality and flexibility in the way we work at UCD.


What are the benefits?

  • It will replace the existing ‘end of life’ service.
  • The new service will be a platform for deploying complementary unified communications features which will help to transform the way we work at UCD.
  • It will provide operational efficiencies gained through the elimination of redundant extensions and reduction of network infrastructure.






  • The new standard handset will support phone number identification.
  • All UCD sites will be brought under the same system, meaning that calls to remote sites will be treated as internal calls, both free of charge and under the common numbering scheme.


When is this happening?

The new solution will be rolled out across the University over the next 12 months.

As the project progresses a detailed breakdown of the schedule for each location will be provided here.

  • October/November 2019 Data Gathering - IT Services will be contacting Schools and Units directly to gather their high-level telephony requirements.
  • November 2019 Data Validation - IT Services will have follow-up 1:1 session with each School and Unit to gather and confirm their detailed telephony requirements.
  • April – May 2020 System Pilot - Pilot of the new Telephony System.
  • June 2020 onwards Rollout to Schools/Unit - Rollout of the new Telephony Service to all Schools and Units.

Telephone Survey

April 2020

For this project to proceed we now need to populate the new system with user data. This data includes staff name, room location and email address. We are asking all staff to complete this short survey by Friday 17 April.

The information collected will be used to complete the migration and for the operation of the new system. Please be aware that if we do not receive your information there will be a delay setting up your new phone after the migration.

Please note: If you are in a temporary office or you are due to move to a new office please give your current extension details. We will update our records once office moves are complete.

Contact Us

If you have any questions about the changes to the telephone system please email and a member of the project team will be in contact.