Key Accomplishments | Background | Implementation | Timeline | Frequently Asked Questions |

Telecom System Replacement Roadmap

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If you have any questions or need assistance, please contact the project team at [email protected].

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 George Mason 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​
  • George Mason mobile devices​
  • George 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 (Complete)

  • 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
  • Establish any needed new lines

Phase III

Spring 2025 (In progress)

  • Complete line conversions in all campus classrooms and elevators
  • Verify PBX is depleted of any phone lines
  • Implement police dispatch system (project 821) and migrate to Vonage
  • 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?
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?
All information about this project, including the project timeline, is available on this 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/lab phones be replaced?
All classroom and lab phones will be upgraded to Vonage after all office phones have been migrated. Avaya phone sets and analog devices, where the infrastructure supports it, will be changed to a Yealink T43U.

Can I keep my physical fax machine?
All fax machines and analog lines will be upgraded to Vonage. When the line is converted you will automatically be moved to a paperless fax service, however, a special need for a physical machine will be considered by Telecom Administration. Have your Telecom Coordinator contact [email protected] with concerns.

Last modified: March 6, 2025