Provision a UCaaS Platform from Scratch

Summary: This guide covers the universal 15-step provisioning sequence that applies to all 6 platforms, followed by platform-specific configuration details, ATA setup for analog devices, and desk phone compatibility.

Doc type: How-To Guide + Reference | Audience: Deployment Engineer (technical) | Platform: RingCentral, 8x8, Net2Phone, Webex Calling, AireSpring, XTIUM admin consoles

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Before You Start

• The Stage 2 assessment is complete and the assessment summary document is in Google Drive
• You have the call flow documentation from 03 — Assessment and Discovery
• You have the complete user list with extensions, emails, and site assignments
• You have partner portal access for the target platform (set up during onboarding — see the onboarding checklist)
• Porting is already in progress (04 — Number Porting) — configure the platform on temporary numbers while the port proceeds

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The 6 Platforms We Deploy

Platform	Best for	Admin console URL
RingCentral / ACO	Full-featured, enterprise-grade; Avaya’s official migration partner	admin.ringcentral.com
8x8 XCaaS	Strong contact center, global presence	app.8x8.com
Net2Phone	Budget-friendly SMB, simple deployments	portal.net2phone.com
CBTS / Webex Calling	Webex-heavy organizations, Cisco hardware shops	admin.webex.com
AireSpring	SIP trunking + UCaaS bundle, multi-location with SD-WAN	portal.airespring.com
XTIUM	MSP-channel native, white-label, manage multiple customers	xtium.com/partner-portal

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Universal Provisioning Sequence — All Platforms

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The 6 platforms we deploy

Platform	Best for	Admin console
RingCentral / ACO	Full-featured, enterprise-grade, Avaya’s official migration partner	admin.ringcentral.com
8x8 XCaaS	Strong contact center, global presence	app.8x8.com / uc.8x8.com
Net2Phone	Budget-friendly, SMB-focused	portal.net2phone.com
CBTS / Cisco Webex Calling	Webex-heavy organizations, Cisco hardware shops	admin.webex.com
AireSpring	SIP trunking + UCaaS bundle, multi-location	portal.airespring.com
XTIUM	MSP-channel native, white-label	xtium.com/partner-portal

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Universal provisioning sequence (all platforms)

Follow this sequence on every deployment regardless of platform. Deviating from this order causes rework — for example, importing users before sites are created means you can’t assign users to the correct site.

 1. Create tenant / account
 2. Configure dial plan and site(s) / locations
 3. Set E911 addresses for every site (do not skip — required before step 4)
 4. Bulk import users (CSV) — assign extensions
 5. Assign licenses / seats
 6. Configure auto-attendants (IVR menus)
 7. Configure hunt groups / ring groups
 8. Configure voicemail — to-email mapping, mailbox setup
 9. Configure paging groups (if applicable)
10. Configure call recording (if purchased)
11. Configure CRM / helpdesk integration (if applicable)
12. Provision analog device adapters (if applicable)
13. Provision desk phones (autoprovision via MAC or manual provisioning)
14. Configure DID routing (inbound route → IVR or extension)
15. Full feature test — all items in the Pre-Migration Checklist

You should see after each major step: Users appear in the admin console with their assigned extension and site. Auto-attendants reference valid extensions. Hunt groups show registered members. The full feature test in step 15 is your proof that the configuration is correct before port day.

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RingCentral / Avaya Cloud Office (ACO)

The most common platform we deploy. Avaya’s official UCaaS migration partner — Avaya customers may already recognize the ACO branding.

Admin Access

1. Log into partners.ringcentral.com with your partner credentials
2. Create the customer account under your partner ID
3. The customer admin console is at admin.ringcentral.com

Bulk User Import

Navigate to Admin → Users → User list → Import

1. Click Download Template to get the CSV format
2. Required columns: First Name, Last Name, Email, Extension, Site
3. Optional: Department, Job Title, License Type
4. Upload the completed CSV
5. After import, assign Direct Numbers to users under Admin → Phone System → Numbers

You should see after import: All users appear in the Users list with their extension and site assignment. Any row with a data error appears in a validation report — fix and re-upload.

Auto-Attendant (IVR) Configuration

Navigate to Admin → Phone System → Auto-Receptionist

1. Click Add Auto-Receptionist and name it (e.g., “Main IVR”)
2. Upload your business hours greeting and after-hours greeting (WAV or MP3)
3. Under Business Hours → Key Press Assignments, assign each digit to its destination: extension, call queue, voicemail box, or another IVR level
4. For multi-level IVR: create sub-menus as separate Auto-Receptionists and chain them by pointing key press options to the next menu

You should see after configuration: Calling the auto-attendant’s assigned number and pressing each key routes to the documented destination.

Hunt Groups (Call Queues in RingCentral)

Navigate to Admin → Phone System → Groups → Call Queues

1. Click Add Call Queue — enter a name and extension
2. Add members under the Members tab
3. Set ring type: Simultaneous, Sequential, or Rotating
4. Set overflow: after N seconds with no answer, route to voicemail or an alternate extension
5. Confirm Hold Music is configured — callers on hold will hear silence without it

Number Porting

Navigate to Admin → Phone System → Numbers → Port Numbers

1. Upload the signed LOA and the most recent carrier bill
2. Standard FOC timelines: 15–20 business days for ILECs, 10–15 for CLECs

E911 Configuration

Navigate to Admin → Phone System → Emergency Calling Settings

1. Create an Emergency Response Location (ERL) for each physical site
2. Assign all users at each site to their correct ERL
3. For remote/WFH users: instruct them to update their emergency address in the RingCentral app under Settings → Emergency Address

RingCentral uses Bandwidth’s 911 network — propagation takes approximately 24 hours for new addresses.

Avaya-Specific Notes

• The RingCentral partner portal includes an Avaya IP Office migration tool — use it for IP Office 500/500V2 migrations. It can import a .cfg configuration file and auto-map extensions.
• ACO is RingCentral white-labeled; all admin functions are identical to standard RingCentral.

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8x8 XCaaS

Best for customers with significant contact center requirements — call queues, agent management, supervisor tools, and analytics.

Admin Access

1. Log into 8x8.com/partners with your partner credentials
2. Admin console: app.8x8.com → Admin tab

Bulk User Import

Navigate to Admin → Users → Bulk Import

1. Download the CSV template and fill in: Username, First Name, Last Name, Email, Extension, Site, License Type
2. License types: X2 (voice only), X4 (voice + contact center), X6/X8 (full contact center)
3. Upload the CSV — errors appear inline in the import report

Auto-Attendant

Navigate to Admin → Voice → Auto Attendants

1. Click Create and assign a DID to the auto-attendant
2. Add menu options: Press 1 → Ring Group, Press 2 → User, etc.
3. Business hours, after-hours, and holiday schedules each have separate configurations — set all three

Hunt Groups (Ring Groups)

Navigate to Admin → Voice → Ring Groups

1. Add members and configure ring strategy: Simultaneous, Linear, or Round Robin
2. Set overflow: voicemail, external number, or another ring group

Number Porting

Navigate to porting.8x8.com — upload the LOA and carrier statement. Dedicated porting team: porting@8x8.com

Contact Center

Navigate to Admin → Contact Center → Queues

1. Create a queue and assign agents
2. Set routing strategy: Skills-based, Round Robin, or Longest Idle
3. Assign supervisor tools (Barge, Monitor, Whisper) under supervisor extension settings
4. Contact center IVR is separate from the Voice auto-attendant — build it in Contact Center → IVR Editor

E911

Navigate to Admin → Emergency Services → Locations — add a location for each physical site, assign users.

8x8 uses Intrado’s 911 network — propagation takes up to 72 hours.

8x8-Specific Notes

• 8x8 has a stronger call center analytics dashboard than RingCentral — highlight this for customers with contact center needs
• 8x8’s mobile app is highly rated for WFH users — test it during staging

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Net2Phone

Best for budget-sensitive SMB customers with simple call flow requirements. Not suitable for multi-site, complex IVR, or contact center needs.

Admin Access

Log into portal.net2phone.com with your partner credentials. Create a sub-account for the customer and invite their admin.

Key Configuration Areas

Section	What you do there
Dial Plans	Configure extension ranges
Users	Create users, assign extensions and DIDs
Call Flows	Build IVR menus (drag-and-drop interface)
Groups	Create ring groups (equivalent to hunt groups)
Devices	Assign desk phones by MAC address (autoprovision)

Net2Phone-Specific Notes

• Net2Phone’s portal is simpler than RingCentral or 8x8 — less configuration surface, less flexibility. Use it for straightforward deployments only.
• Fax: Net2Phone offers eFax as an add-on — the easiest fax migration path for budget customers
• Porting: Handled through Net2Phone partner support: support@net2phone.com

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CBTS / Cisco Webex Calling

Best for customers who already use Webex Meetings or have existing Cisco hardware.

Admin Access

1. Log into admin.webex.com with your partner credentials
2. Create the customer tenant from Partner Hub
3. The customer’s admin console (Control Hub) is also at admin.webex.com

Key Configuration Areas

Path	What you configure
Control Hub → Calling → Locations	Create one location per physical site
Control Hub → Users	Add users manually or sync from Active Directory / Azure AD
Control Hub → Calling → Features → Auto Attendant	Build IVR menus
Control Hub → Calling → Features → Hunt Groups	Create hunt groups
Control Hub → Calling → Devices	Add desk phones by MAC address
Control Hub → Calling → Emergency Services	Configure E911 ERLs

Webex-Specific Notes

• Azure AD sync is a strength — if the customer uses Azure AD, users import cleanly with one-click directory sync
• Cisco desk phones (8800/8900 series) may be reusable if they support SIP multiplatform firmware — verify each model before assuming
• Porting: Handled through the CBTS porting team (CBTS is the telco layer under Webex Calling)

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AireSpring

Best for customers who need SIP trunking + UCaaS bundled from a single carrier with strong multi-location support.

Admin access

• Partner portal: partners.airespring.com
• Customer portal: varies by account setup; AireSpring provisions accounts per contract

Key configuration areas

• AireSpring’s provisioning is largely handled by their dedicated onboarding team (not self-service like RC or 8x8)
• Submit a provisioning request to your AireSpring channel manager with: seat count, site addresses, extension plan, DID assignments
• AireSpring manages the SIP trunk; you configure the UCaaS features via their portal

AireSpring-specific notes

• Best for: multi-site customers with complex MPLS or SD-WAN network requirements (AireSpring bundles the WAN)
• Porting: AireSpring’s porting team manages end-to-end — you submit LOAs through the partner portal
• Longer provisioning timeline than RC or 8x8 (plan extra 1–2 weeks)
• AireSpring has a dedicated migration engineering team — engage them early

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XTIUM

MSP-channel native platform. Designed for managed service providers to white-label and manage on behalf of customers.

Admin access

• XTIUM partner portal: xtium.com/partner-portal
• You manage the customer tenant under your MSP account
• White-label available: customer sees your brand, not XTIUM

Key configuration areas

• Tenant creation → site and user setup
• XTIUM’s management plane allows bulk provisioning across multiple customers from a single view
• DID assignment, call flows, and voicemail configured per-tenant in the admin console

XTIUM-specific notes

• Best for: MSP partners managing multiple SMB customers (you can manage all from one pane)
• XTIUM offers managed services on top of the platform — escalate technical issues directly to XTIUM NOC
• Porting: XTIUM porting team; typically 15–20 business day FOC for ILECs
• Less feature-rich than RingCentral or 8x8 for complex IVR or contact center — know the limits before proposing it

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Analog device adapters — configuration guide

When a customer has analog devices that must be migrated (fax machines, paging systems), you need an ATA (Analog Telephone Adapter).

Recommended ATAs

Use case	Recommended device	Notes
1–2 fax machines	Grandstream HT802	2 FXS ports, ~$30 each, SIP configurable
Overhead paging	CyberData SIP Overhead Paging Amplifier	Connects to existing paging amplifier via audio input
Single-zone paging	Algo 8180 SIP Audio Alerter	Self-contained SIP paging speaker
Multi-zone paging	CyberData SIP Paging Server	Manages multiple paging zones via SIP multicast
Door phone	CyberData SIP Door Station	Replaces analog intercom with SIP-based door phone

ATA SIP configuration (Grandstream HT802 example)

Web browser → http://<ATA-IP-address>
Default login: admin / admin (change immediately)

FXS Port 1 → SIP Configuration:
  SIP Server: <platform SIP server address> (from supplier documentation)
  Outbound Proxy: <platform proxy> (if required)
  SIP User ID: <extension assigned to fax>
  SIP Authentication ID: <same>
  SIP Authentication Password: <platform credentials>
  Preferred Codec: G.711 (PCMU)
  Fax Mode: T.38 (if the platform supports it) or Pass-Through

T.38 note: T.38 is the standard for fax-over-IP. Not all UCaaS platforms support T.38 natively. If the platform doesn’t support T.38, the fallback is fax-to-email (eFax). Inform the customer before go-live — analog fax reliability on UCaaS without T.38 is poor.

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Desk phone provisioning

Most UCaaS platforms support autoprovision: you enter the phone’s MAC address in the admin console, the phone contacts a provisioning server on boot, and it configures itself automatically.

Common desk phone compatibility

Phone model	RingCentral	8x8	Net2Phone	Webex	Notes
Poly VVX series	✅	✅	✅	⚠️	Webex prefers Cisco hardware
Yealink T-series	✅	✅	✅	⚠️	Best value for money
Cisco 8800 series	✅	✅	⚠️	✅	Native on Webex; multiplatform firmware needed for others
Poly Edge B series	✅	✅	✅	✅
Avaya SIP phones (J-series)	⚠️	⚠️	⚠️	❌	Avaya SIP phones can work with 3rd-party platforms on generic SIP; test before deploying

Avaya phones: Avaya IP Office desk phones (9400/9500 series) are proprietary H.323 or Avaya-SIP and will NOT work on third-party UCaaS platforms. They must be replaced. This is often a customer surprise — document it clearly in the Stage 2 assessment and communicate the hardware cost before the proposal is signed.

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What to Do If Provisioning Gets Stuck

Problem	First step	Reference
User import CSV fails	Download a fresh template from the admin console — field formats vary by platform version	Platform admin console error log
Auto-attendant won’t save	Check for missing required fields: name, extension, at least one menu option, and a greeting	Platform-specific admin guide
Desk phone shows Not Registered	Verify MAC address in admin console; check PoE on the switch port	07 — Troubleshooting, Issue 12
ATA fax not working	Verify T.38 is supported on this platform tier; consider eFax fallback	07 — Troubleshooting, Issue 4
E911 address not accepted	Use exact USPS address format; try USPS address lookup to normalize	Knowledge Base: E911 Reference

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Related Articles

• 03 — Assessment and Discovery — Produces the call flow documentation this config is built from
• 04 — Number Porting — Configure on temporary numbers while porting proceeds in parallel
• Pre-Migration Checklist: Section 4 — Section 4 (Platform Provisioned) must be fully checked before go-live
• 06 — Cutover Playbook — What happens after provisioning is complete
• Knowledge Base: Feature Gap Matrix — Which features are native vs. workaround on each platform
• Knowledge Base: E911 Reference — E911 configuration details per platform

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Next: 06 — Cutover Playbook →