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Telecommunications System Replacement Project
How long will my phone be unavailable during the maintenance window?
During the first day of the maintenance window, typically in the morning, the phone lines will transition from the old system to the new system. The transition occurs over several minutes. Once the line is migrated it will be available via softphone using the Vonage app. After the phone line is migrated your Nortel or Avaya desk phone will no longer receive calls. Once the technicians reach your workspace the process of removing or replacing the phone is fairly quick.
For employees working from their office on campus or using a remote desktop: While the work occurs, there will be a brief disruption to your device's internet while the phone is being disconnected, if your network connection passes through your phone to your computer. At all other times during the maintenance window, you should still have a network connection.
What does port mean?
Porting is the action taken on the backend to move the phone number from one system to another. In this case, the number is being removed from the Avaya system or MS Teams Calling to the Vonage system.
Will my phone number migrate, or my desk phone be replaced at the same time as my department if I'm in a different building?
Porting is done by building. You will receive a new phone (if requested) and be migrated to the new system during the maintenance window for the building you reside in. The only exception will be softphone users on MS Teams Calling who will be migrated to Vonage softphones by the end of the year. In rare instances, certain numbers may need to be moved out of sync with their building to preserve department call flows. In that event, you will receive information along with the users in the building. Contact your Telecom Coordinator if you have questions about this.
How do I tell when my number will be moved to the new system?
For more information check the project timeline on the Telecom Replacement Roadmap
page. You will receive several notifications leading up to and following the maintenance window for your building. Please keep an eye out for communications related to the migration.
How do I find out if I've missed any numbers that I am responsible for reporting in preparation for the migration?
It is important to review the TC audit sheet sent about one month before the port. ITS tries to catch any missed numbers during the walk-through. Any numbers that are missed will be addressed in a future batch of porting.
Can I use my Nortel/Avaya phone with Vonage?
Once your phone line has been transitioned to Vonage, you will no longer be able to use your Nortel or Avaya phone. Nortel and Avaya phones will be collected by a Telecom Technician during the installation maintenance window for your building and recycled via the Mason surplus process. Phones are removed or replaced per the instructions we receive from your Telecom Coordinator.
Will conference room phones be replaced?
Most existing conference room phones are not compatible with the new Vonage system. ITS will provide recommendations for compatible conference phones for departmental purchase. Alternatively, in a small conference room, a standard desk phone could act as a replacement for a conference phone
Will classroom and lab phones be replaced?
All classroom and lab phones will be upgraded to Vonage after all Avaya phones have been migrated.
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 from 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.
If I am away from the university and need to call back to the office or my department, can I make a call collect to the university?
No, all university telephone numbers have been programmed to block collect calls. Please see Telephone Use Policy 2204
for more details.
What are my options for placing calls to other countries, or calling into my university office while traveling internationally for business?
A faculty or staff member who uses a wireless communication device when traveling internationally for Mason business should seek approval for international coverage from their supervisor and then request data and/or a text plan from their wireless communication provider for the duration of the trip. The costs for the international service should then be included on the Travel Reimbursement Voucher and the appropriate monthly statement(s) should be attached. Please note that many plans now include international coverage at no additional cost.
Can I place an international call from my desk phone?
International dialing should be requested when setting up a new phone line. If at any point a change is needed to a calling plan, the Telecom Coordinator
should submit an electronic Pinnacle "change" request asking that the class of service be changed for that extension.
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.
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. If the new hire is being assigned an existing phone number belonging to the department; the number will remain assigned to the service (Avaya, MS Teams Calling, Vonage) that it currently belongs to.
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 a 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.
How do I find training videos and resources?
To learn more about service settings, features, and functions, visit Telephone Service
Why am I no longer receiving calls from a shared or forwarded line?
If you are no longer receiving calls from shared or forwarded number, then the following may have happened:
- Your line was ported to the new system and the shared line was not.
- The shared line was ported to the new system, and your line has not.
- Both lines have been ported to the new system and the call flow needs to be rebuilt.
How do I manage multiple lines in my Vonage or MS Teams app?
Your Vonage and MS Teams app manages your settings for your personal line. The Vonage and MS Teams apps do not distinguish the difference between which line is ringing. On a desk phone you will be able to see which instance assigned to you is ringing, but you will not be able to tell if a line forwarded to you.
When will MS Teams Calling users be migrated to the new system?
Current MS Teams callers will be scheduled to transition to Vonage this year. Some users will be transitioned along with the installation period for their building. All other MS Teams Calling users will be transitioned before 12/15/23. Please keep an eye out for communications related to the migration.
Will I have access to my MS Teams Calling voicemail when I am migrated to the new system?
Voicemail that is currently in MS Teams Calling will not be accessible once you are migrated to Vonage. Once your number has been migrated you may configure your voicemail settings in the Vonage application. Vonage Voicemail can be accessed via desk phone, email, or in the Vonage application.
Avaya Phones & Service
How do I add or remove an out-of-office greeting from voicemail?
Add a Temporary Out-of-Office Greeting to Voicemail: Access your voice mailbox. Press 8 - 2 - 3 and, when prompted, press 5 to begin recording and # to stop. The greeting can be set up with a predetermined expiration. Press 9 and enter the two-digit month (followed by #), two-digit day (followed by #), and the time in military/24-hour format (followed by #). The voicemail system will repeat the date and time of expiry for confirmation.
Remove a Temporary Out-of-Office Greeting from Voicemail: Access your voice mailbox. If you recorded a temporary greeting, the system will tell you that a temporary greeting is being used. Press 8 - 2 - 3 and, when prompted, press 7 - 6 to delete it.
How do I get the date and time to play on my message?
For timestamp information on one message, press 7 - 2 and the system will play the envelope information, giving the date and time of call, and recorded name of the user or mailbox number (if the name has not been recorded). To have the date and time feature enabled for all messages, have your Telecom Coordinator
input a voicemail request via Pinnacle.
How do I access voicemail from a shared extension?
After pressing your message key or dialing extension 3-7900 from your office phone, you will receive a prompt to enter the voice mailbox number. You must enter your individual seven-digit mailbox number and then press #. This number usually starts with 100xxxx or 101xxxx. Then, enter your password followed by #.
What should I do if my voice mailbox indicator light isn't working?
regarding the issue. Your TC will submit an incident ticket through Pinnacle to have your indicator light reset. Once processed, a test message will be sent to your voice mailbox that should reactivate your indicator light.
Note: Message waiting indicator lights will NEVER come on for those who share an extension, even if individual mailboxes are set up. We recommend that those users check their voicemail at least once each day.