Billing
Q: How do I access the monthly telecom bills?
A: 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.
Q: What is the cost of the new Yealink desk phone?
A: 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.
Q: What does OCC mean?
A: OCC stands for Other Charges and Credits. Examples of entries in this category include labor charges for the installation of a computer, the cost of equipment replacement, or credit for phone calls.
Q: What does MRC mean?
A: MRC stands for Monthly Recurring Charges and typically does not vary month-to-month. It reflects charges for telephone, mobile, and voicemail services.
Q: How can I request a wireless device stipend?
A: Eligibility for a wireless communication device stipend is determined by each unit based on budget availability and on a position-by-position basis. Please refer to the Stipend for Business Use of Wireless Communication Devices policy and contact your supervisor for additional instructions.
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
Q: Can a desk phone be moved to another location without having a technician dispatched?
A: Per federal laws, Telecom requires notification of any desk 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 the appropriate network jacks are activated so the phone will work properly when moved.
Note: This does not apply to softphones.
Q: Will the Yealink phones be connected to the network and desktop?
A: Yealink phones have a pass-through feature, allowing you to share your phone's network connection with your PC.
Q: Is there an alternative to the Yealink T43U deployed in my large conference room?
A: Yes, for alternative options for large conference rooms, please reach out to [email protected] for pricing and recommendations.
Phone Service
Q: How do I request a softphone or desk phone for a new hire?
A: A Pinnacle ticket can be submitted by a Telecom Coordinator for:
- A new user taking over an existing number
- A new hire is being assigned a new phone number. The user will be assigned a number through the Vonage system.
The ability for the employee to use their softphone via MS Teams will be determined by their employee classification and Microsoft license status.
Q: How do I submit a Pinnacle ticket?
A: 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.
Note: If you are off campus, you need to be on the VPN to connect to http://phonebill.gmu.edu/.
Fax
Q: What is the difference between a departmental e-fax and a physical fax machine?
A: Both types of fax service are able to send and receive faxes inside and outside of the university.
Physical Fax Machine: can only be accessed in one location, such as an office suite.
E-fax: can be accessed through a computer by multiple users simultaneously, such as remote employees collaborating with colleagues on multiple campuses.
Q: Can a departmental e-fax and a physical fax machine share the same number?
A: It is not possible to utilize both service types simultaneously. It is possible, however, to retain your current physical fax number should you decide to change your service type to e-fax.
Q: Are fax services HIPAA compliant?
A: Yes, Vonage fax services are HIPAA compliant.