Changing Domain

There is sometimes the requirement to change the domain of a user, for example when merging two domains, or moving a user from one business to another (within the same organisation).

In order for any functionality reliant upon exchange to function correctly (contact, search, presence, etc), there is a reliance upon the primary SMTP and the SIP address matching, and so where this is changed elsewhere, this must be changed also in the VIA Portal.

When a SIP address is changed, the user will retain contacts, but will loose their personal greeting from voicemail and any other voicemail settings, and this will need to be set again once completed.

The user will also need to update their Outlook meetings to reflect the change in user (Skype for Business meeting links for that user will no longer function). There is a tool to assist with this located:


Below are the steps you must take when moving a user from one domain to another.

  • Log a support ticket at in order for VIA to add the new domain to your organisation (if this is the first time you’ve used this domain).
  • If this is the first VIA user on this domain, please check the domain settings here:
  • Make all changes necessary outside of the VIA UC Platform
  • In the VIA Portal; , navigate to Setup | Users
  • Click on the name of the user you wish to change
  • Click Edit
  • Uncheck the ‘Voicemail’ check boxChanging_Domain.png
  • Click Save
  • Click on the same user again
  • Click Edit
  • Change the domain to the new domain, making any relevant username changes at the same time.
  • Click Save
  • Wait 10 minutes for the propagation of the new user to be complete through the VIA Platform
  • Click on the same user again
  • Click Edit
  • Check the ‘Voicemail’ box and click ‘Save’
  • The user will receive a new email inviting them to Unified Messaging
  • User should set personal greeting and any other mailbox settings appropriate
  • User must migrate any Outlook meetings as appropriate. See tool here:
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