Service
Q: Why am I receiving this message in the Vonage application: "Vonage - Vonage Single Sign-On Integration. Sorry, but we’re having trouble signing you in."?
A: If you receive this error, it is most likely because your line was configured as a departmental account, has not yet been created in the Vonage system, or your user information was entered incorrectly when your account was created. Contact your Telecom Coordinator with questions or concerns.
Q: Is it possible to hide my extension from the Vonage directory?
A: Hiding an extension from the Vonage directory is not possible at this time. Your display name can be changed to remove your personal information; however, your extension will still be visible. Contact your Telecom Coordinator to request this change.
Calling
Q: How do I manage multiple lines in my Vonage or MS Teams app?
A: The Vonage and MS Teams apps can be used to manage your assigned line. Additional numbers can be forwarded to and answered from your extension. You can receive calls from these additional numbers; however, you can only place a call from your assigned extension when using a softphone.
To set up forwarding from your extension to other numbers, see Vonage Desktop App (Softphone) Guide.
Q: When traveling internationally for business, what are my options for placing calls to other countries or calling my university office?
A: 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 be included on the Travel Reimbursement Voucher, and the appropriate monthly statement(s) should be attached.
Q: How do I request international dialing for my desk phone?
A: New phone Line: International dialing should be requested when setting up a new phone line.
- Existing Phone Line: If at any point a change is needed to a calling plan, your Telecom Coordinator should submit a Pinnacle "change" request asking that the class of service be changed for that extension.
- Dialing: When calling an international number, dial 011, followed by the country code you are calling, the area or city code, and the phone number.
Q: How do I block a contact in SMS
A: You can block specific numbers from sending or receiving SMS through your Desktop app and Mobile app. Additionally, users who already have configured call blocking rules will now have SMS applied to these numbers as well. If a number is blocked for SMS, it is also blocked for calling, and vice versa.
See instructions here for blocking a contact: https://businesssupport.vonage.com/articles/answer/Call-Blocking-21712
Notifications
Q: If I do not want to receive calls from the Vonage application, what do I need to do?
A: You will need to toggle on "Mute All Devices" in the Vonage app.
You can set your desktop application to "Do Not Disturb." Learn more about Configuring Vonage Application Settings.
On your mobile device, see instructions for iPhone or Android users.
Q: How can I manage my notifications across multiple devices?
A: Notification settings are controlled per device for Vonage desk and softphones.
For your desk phone, the ringer can be lowered to zero or the ringtone can be changed to silent under sound settings.
For your softphone, you can change notification settings in the Vonage application by turning on "Disable Calls" on the Vonage Desktop app, and "Mute This Device" on the Vonage mobile app.
Learn more about Configuring Vonage Application Settings.
Vonage Application
Q: How do I download the Vonage Application onto my Desktop or Laptop?
A: The Vonage application can be downloaded using the instructions.
Q: How do I sign into my Vonage Account?
A: For personal accounts, use the “Single Sign-On” button within the Vonage softphone and enter your full GMU email address. To sign in, see the How to Install and Log Into the Vonage Desktop App (Softphone) guide for instructions.
For departmental accounts, use the username and password field. The username is the 5-digit extension followed by @gmu.edu. For example, [email protected]. See How to Log Into a Departmental Vonage Account for information on how to access your account for the first time.
If you are unable to access your account, please contact your Telecom Coordinator.
Q: What happens when I submit a request for an app in the app center?
A: Requests for access to additional third-party applications are not available at this time.
Voicemail
Q: Why can’t I find my voicemail in MS Teams?
A: Your George Mason voicemail is only accessible in the Vonage Application and via email.
Desk phones & Hardware
Q: How do I request a headset to use with the softphone?
A: ITS is not providing headsets. Please work with your department to purchase a headset if you need one.
E-Fax
Q: Why don’t I see my departmental fax line in the Vonage softphone application?
A: Departmental fax is located under “My Apps” and is available only in the Vonage desktop or web application.
This feature must be requested through your Telecom Coordinator via a Pinnacle ticket.
Q: How do I dial to send a fax internationally?
A: When sending the fax, dial 011, followed by the code for the country you are calling, then the area or city code, and lastly, the phone number.