✔️Testing & Go-Live Checklist
Verify your Zoom Phone configuration is working correctly before launching to end users with this comprehensive testing and go-live checklist.
⏱️ Estimated Time: 2-4 hours for testing, 1 day for cutover
👤 Who's This For
Zoom Phone administrators ready to test their configuration and launch the phone system to users.
💼 Use Case
Use this checklist after completing all configuration to ensure everything works as expected before users depend on the system for business communications.
✔️ Prerequisites
All configuration articles completed
Test user accounts created
Access to multiple devices for testing (desktop, mobile, desk phones)
Cutover date and time scheduled
Rollback plan documented
Support team briefed and available
Call Flow Testing
Basic Call Testing
Multi-Device Testing
Auto Receptionist Testing
Call Queue Testing
Recording & Monitoring Testing
Network & Quality Testing
User Communication & Training
Pre-Launch Communications (1-2 Weeks Before)
Training Materials Prepared
Support Plan Ready
Go-Live Day Checklist
Pre-Cutover (Morning of Go-Live)
During Cutover Window
Immediate Post-Cutover (First 2 Hours)
Post-Launch Monitoring
Daily Checks (First Week)
End of Week Review
Legacy System Decommissioning
Post-Cutover Tasks (Week 2-4)
Final Decommission (After 30 Days)
💡 Testing Best Practices
Test as End Users Would Use actual user accounts and devices to discover issues users will encounter, not just admin accounts.
Test Edge Cases Try to break things: call during exact minute business hours change, fill queue to maximum, test longest call duration.
Document Everything Keep a testing log with timestamps, what was tested, results, and who tested it. This helps troubleshoot issues.
Schedule Testing During Business Hours Test when your network has typical load to identify performance issues before they impact real calls.
🚀 Quick Wins
Create a Test Call Script Build a standardized script that walks testers through every scenario. Ensures consistent testing and nothing is missed.
Plan Cutover for Low-Impact Time Schedule go-live for early morning, end of day, or weekend when call volume is lowest to minimize disruption.
Set Up a War Room Have admin and support team in one place (physical or virtual) on go-live day to quickly address issues.
Enable "Soft Launch" Mode Activate a small pilot group 24-48 hours before full cutover to catch any last-minute issues with minimal impact.
⚠️ Common Issues During Go-Live
Calls not routing to desk phones → Verify desk phone is online and user is signed in with correct credentials.
Emergency calling shows wrong location → Update emergency address for site or users. Wait 15 minutes for changes to propagate.
Auto receptionist menu not responding → Confirm IVR keys are mapped to destinations. Verify greeting audio explains correct menu options.
Users can't access Phone tab → Verify user accepted account invitation and signed in at least once. Check license is activated.
Call quality issues (echo, delay, dropped calls) → Run network quality test. Check firewall rules allow Zoom Phone traffic. Verify QoS settings.
Voicemail notifications not arriving → Check spam folders. Verify voicemail-to-email is enabled in user settings.
🎯 Ready for Launch
✨ Testing complete! You've verified:
All call routing works correctly
User devices function properly
Recording and monitoring operate as expected
Support team is trained and ready
Cutover plan is documented and scheduled
Final Steps:
Get executive sign-off on go-live date and time
Send final user communications 24 hours before
Execute cutover during planned window
Monitor closely for first 48 hours
Celebrate successful launch! 🎉
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