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Billing
How do I access the monthly telecom bills?
Only authorized users, such as Telecom Coordinators and budget personnel, can access the online bill in Pinnacle. Authorized individuals use their NetID and Patriot Pass Password to access the system.
What is the cost of the new Yealink desk phone?
As of July 1, 2023: There is no additional cost for desk phones. The fee for a phone line is $15/month. This is the same whether the user is using a softphone, desk phone, or both.
What does OCC mean?
OCC stands for Other Charges and Credits. Examples of an entry in this category: labor charges for the installation of a computer, the cost of equipment replacement, or credit for phone calls.
What does MRC mean?
MRC stands for Monthly Recurring Charges and typically does not vary month-to-month. It reflects charges for telephone, mobile, and voicemail services.
How can I request a wireless device stipend?
Eligibility for a wireless communication device stipend is determined by each unit based on budget availability and a position-by-position basis. Please refer to the Stipend for Business Use of Wireless Communication Devices policy and contact your supervisor for additional instruction. Stipends are not available for iPads; however, most cell phones can be used as hotspots for devices like iPads. You should request a stipend for business use of wireless communication devices to cover any additional cost associated with cell phone data usage or ‘hotspot’ enabling. Individuals should be mindful of the cost associated with data plans charged to their department while also receiving a stipend for a personal wireless communication device.
Desk Phones & Hardware
Can a desk phone be moved to another location without having a technician dispatched?
Per federal laws: Telecom requires notification of any phone moves via a Pinnacle ticket. This is required per the Ray Baum’s Act so that the emergency services location will accurately reflect where the user is located. Additionally, this allows technicians to ensure that the appropriate network jacks are activated so the phone will work properly when moved.
Will the Yealink phones be connected to the network and desktop?
Yealink phones have a pass-through feature identical to the previous phone, allowing you to share your phone's network connection with your PC.
Where can I find more information about the phone hardware that is part of the Vonage service?
See Mason Phones & User Guides for more information.
The Yealink T43U deployed in my large conference room is not sufficient. Is there an alternative?
Yes. Please reach out to [email protected] for pricing and recommendations.
Service
How do I request a softphone or desk phone for a new hire?
A Pinnacle ticket can be submitted by a Telecom Coordinator. If a new hire is being assigned a new phone number, the user will be assigned a number through the Vonage system. The ability to use their Vonage softphone via MS Teams will be determined by their employee classification and Microsoft license status.
How do I submit a Pinnacle ticket?
Pinnacle tickets can be submitted by a Telecom Coordinator at http://phonebill.gmu.edu/. See the Pinnacle Electronic Request Guide for more information on the different types of Pinnacle tickets.
Why won't the Pinnacle webpage load?
You will need to use the Virtual Private Network (VPN) if you are accessing Pinnacle from off-campus or are on-campus but not connected to a university-managed network.
Will phone requests for new hires be impacted by busy times during the school year?
Requests for large moves or changes may take longer than usual due to high volumes. Normal requests and business operations will continue.
Is there a charge for voicemail to email?
No, there is no additional charge for voicemail to email.
Fax
What is the difference between a personal fax and a departmental e-fax?
A personal fax line is attached directly to an extension, while a departmental e-fax can be accessed with any Vonage user account assigned to it.
Can I have a combination of personal fax and other fax services?
Yes. You can have a personal fax assigned to your extension while still retaining access to a departmental e-fax and or physical fax machine.
Can I assign a personal fax to my department lines, such as the front desk number?
No. Personal fax can only be configured for accounts that are accessed through single sign-on.
Are any of these fax services HIPAA compliant?
Yes. All Vonage fax services are HIPPA compliant.
Can I turn on email notifications for FAX?
No. Email notifications are not available to achieve HIPAA and security standard compliance. You will receive a delivery report to your email after sending a fax.
Last modified: August 23, 2024