HUIT is making upgrades to the Harvard Phone service infrastructure and functionality to ensure greater platform flexibility for future integration with University collaboration tools and compliance with FCC requirements for E911. HUIT is working closely with Schools and Units to complete and support this service upgrade over an extended weekend from January 5 to January 8, 2024.     

Harvard Phone service users can expect enhanced Harvard Phone account portal and softphone functionality, without any changes to their desk phone experience. This upgrade provides:   

• Improved safety with a new softphone app: Webex Calling will replace Jabber, enabling softphone users to easily adjust their E911 location based on where they are working.  
• New spam filtering: Reduce the number of unwanted calls with the ability to request a block on callers at the individual phone line level. 
• Instant updates: Update call forwarding, Single Number Reach, and other call features in real-time. 

What can I expect? 

The upgrade will begin on January 5 at 5:00 PM and end on January 8 at 8:00 AM. During this time, Harvard Phone and softphone service will be available. You can expect limited disruption at the following times: 

• January 5, 5:00 PM: The Jabber softphone app will be disabled, and softphone service will continue with the new Webex Calling app. The Webex Calling app will be installed and ready for use for Jabber users on Harvard-managed computers before the upgrade begins. 

• January 5, 5:00 - 8:00 PM: You may experience inconsistent service performance. Incoming calls may go straight to voicemail or be forwarded (depending on your settings), but no calls or voicemail will be dropped or lost. 

• January 8, 8:00 AM: The upgrade will be complete, and Harvard Phone and voicemail settings (such as voicemail greetings and passwords) will be restored from a back-up taken on December 1, 2023 in preparation for the upgrade. (Any changes to settings, including voicemail greetings and password resets, made between December 1, 2023 and January 8, 2024 will not transfer to the new system.)  

What do I need to do?  

Desk phone users do not need to do anything to prepare for the upgrade. Jabber softphone users can prepare by:  

• Making note of any custom (personal) contact information you want to keep. Custom contacts will not transfer to Webex Calling. 
• Logging into Webex Calling and updating your E911 location, if you’ll need softphone service over the upgrade weekend. The Webex Calling app will be available on Harvard-managed computers by January 5. If it is not already installed on your device, follow these instructions to download and install it. 

  After the upgrade is complete, we will send you instructions on how to review and update Harvard Phone and voicemail settings.  

Where can I get help? 

If you have any questions, need help, or want to attend office hours, visit the Harvard Phone project site.