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If you have any questions or need assistance, please contact the project team at teladmin@gmu.edu.
Implementation
In-Scope
- CCaaS (Contact Center as a Service) (COMPLETE)
- UCaaS (Unified Communications as a Service) for faculty/staff (In Progress)
- The new system will be implemented one building at a time
- Classroom phone replacement*
- eFAX service – Migrate GMU fax machines*
- Retire legacy Contact Center and PBX systems
*This will be done following the completion of the voice implementation
Out-of-Scope
- Student phones
- Mason mobile devices
- Police Dispatch System (Project 821)
- Mason Korea Campus
Phase I
Fall 2022 - Fall 2024 (Complete)
- Complete RFP process and project kickoff with Vonage
- Deliver and onboard new Contact Centers
- Data gather and build/design new UCaaS
- UCaaS delivery on all campuses (VOIP lines)
- Close MS Teams calling plans
Phase II
Fall 2024 (In progress)
- Data gather and evaluate all analog and non-DID lines
- Determine the number of ATA gateways needed to support analog conversions
- Determine and implement new faxing procedures
- Update the Pinnacle billing system
- Establish any needed new lines
- Complete line conversions in all campus classrooms and elevators
Phase III
Spring 2025
- Verify PBX is depleted of any phone lines
- Utilize Carousel to decommission PBX
- Remove all existing hardware associated with PBX
- Enable 5-digit dialing across the university
Background and Approach
Mason’s current telephone system is end-of-life, and with a workforce increasingly dispersed, the new solution delivers advanced features (e.g., mobile applications, ring/accept calls on any device, presence awareness) and integrates into Mason’s tools (e.g., Office 365).
RFP Process
Mason executed a rigorous Request for Proposal (RFP) process to select a replacement provider for telecommunications. More than 100 stakeholders across Mason participated in the selection process and review the proposals from nearly 40 vendors.
Chosen Vendor: Vonage
Vonage was selected due to:
- Quality of their proposed products
- User-friendly solutions
- Integration capabilities with key tools used by Mason
- Strong customer service as reported by references
- Lower cost
- New 5-year contract with options to extend to 5 additional years
Vonage UCaaS Solution - Benefits
- Vonage will provide a hosted enterprise-class communications platform, known as Unified Communications as a Service (UCaaS), to replace the current PBX system for faculty and staff
- The new system includes:
- Softphone mobile, desktop, and web applications
- Calling
- Voicemail
- 1:1 external SMS messaging
- Call hold, transfer, and park
- Call flow options: forwarding, follow me, simultaneous ring
- Call blocking
- Presence/Availability status
- Integrations into Mason’s business productivity tools (Office 365 Email, Microsoft Teams (MS Teams)
- eFAX service to replace fax machines
Vonage CCaaS Solution - Benefits
- Vonage will provide a new cloud-based Contact Center as a Service (CCaaS) solution, including:
- Enhanced call center experience
- Integration of SMS/Text, chat, video
- Caller ID shielding
- Mobile application – accessible from anywhere
- Integration into Mason applications (Microsoft Teams (MS Teams), Salesforce Support)
Frequently Asked Questions
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How long will my phone be unavailable during the maintenance window?
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.