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 that your user information was entered incorrectly when your account was created. If your building is actively in the process of being converted to Vonage, please contact ITS Support, otherwise contact your Telecom Coordinator with questions or concerns.

Desk phone

Yealink T43U is

• Hearing aid compatible
• Supports a visual ring indicator through the status light
• Supports adjustable screen contrast

Additional Options
The Yealink BLT60 supports eternal status light indicator (Advanced busy light with Ring.) This device would need to be purchased upon request by George Mason. Contact your Telecom Coordinator to request this device.

Softphone

MS Teams does meet Web Content Accessibility Guidelines (WCAG) standards. It may be a solution for some users depending on the features needed to perform their job.

Vonage Application

A mouse is needed to make calls and listen to voicemail. (Modal windows within the platform did not retain the cursor focus.)

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.

Using 9 is not necessary for external calling. If you dial 9 before the ten-digit number, you will hear a busy tone. If you did not dial 9 and are still hearing a busy tone when placing external calls, please contact ITS Support.

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 Call Flow Options.

The ability to use your Vonage softphone via MS Teams is determined by your employee classification and Microsoft license status. If you are a current Mason classified staff or faculty member and have a phone line assigned to you, you can manage your calls in MS Teams. If your employee eligibility does not include this service, please reach out to your supervisor.

When calling an internal number, the name displayed is pulled from the Vonage directory. For calls with external numbers, the Caller ID reads “GEORGE MASON”.

If you are no longer receiving calls from a 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.

Contact ITS Support with issues about departmental lines. To set up forwarding from your extension to other numbers, see Vonage Call Flow Options.

Use the Vonage desktop application and instructions on the Configure Vonage Application Settings page to block and unblock numbers.

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.

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.

If you do not want to receive calls from the Vonage application, you will need to toggle on "Mute All Devices."

You can set your desktop application to "Do Not Disturb" Learn more about Configuring Vonage Application Settings.

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.

Yes. You can request the removal of this feature by having your Telecom Coordinator submit a Pinnacle ticket. Please note that you will no longer be able to place external calls through Teams.

• PC users should see the How to Install and Log Into the Vonage Desktop App (Softphone) on PC guide for instructions.
• Mac users should see the How to Install and Log Into the Vonage Desktop App (Softphone) on Mac guide for instructions.

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) on PC 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.

The Vonage Application is required for the initial setup of your voicemail PIN and is recommended for managing service settings, utilizing SMS, and accessing voicemail if you are not using a desk phone or voicemail to email. All other incoming and outgoing calls can be managed in MS Teams or on a desk phone.

The service is configured to comply with security and accessibility standards, as well as the parameters of our service contract, as a result, not all features and functions that are visible are available.

The Vonage application does not sync your presence with MS Teams or Outlook. Your presence in Vonage is determined by your call status, and your settings in features like "Disable Calls". If you are on a phone call using the Vonage service within MS Teams, your presence will be updated.

Requests for access to additional third-party applications are not being processed while ITS works to deploy the Vonage service. For more information see the Telecom Replacement Roadmap.

In the Vonage desktop application, or on app.vonage.com, navigate to your profile icon and select “Settings” then “Voicemail.” Under the “Voicemail Enabled” section click on “Change Voicemail Pin” then type in the Pin you wish to use in both the “New Pin” and “Confirm Pin” sections. The pin must be at least 4 digits, and no more than 10 digits.

See How to Log Into a Departmental Vonage Account for information on how to access your account for the first time.

Follow the steps above to set up your PIN. If you are unable to access your account, please contact your Telecom Coordinator.

It is recommended to manage your voicemail settings through the Vonage application. See Configuring Vonage Application Settings for more information.

Once your PIN has been configured in the Vonage Application, voicemail can be managed through your desk phone.

Voicemail to email is available in the Vonage service and is enabled by default for personal lines. This feature can be disabled or adjusted in the Vonage application.

• Navigate to your profile icon and select “Settings” then “Voicemail.”
• Under “Voicemail Enabled” check/uncheck the box for “Send Voicemail to email”

Voicemail transcription is on by default. If you discover that you are lacking this feature, please contact your Telecom Coordinator.

If this option is enabled under voicemail settings, your voicemails will automatically be deleted from the Vonage system and can only be managed through your email inbox.

If you have configured voicemail to email, when you receive the email, it will include an audio file that you can open using an audio player installed on your device, or select "Open in App.”

MS Teams Calling users who have been migrated to Vonage are not able to see their voicemail in MS Teams.

If you no longer use your desk phone, you can opt to only use the softphone on your computer, cellphone, or other device.

In some circumstances, such as answering multiple lines, a desk phone will provide an improved user experience, and is recommended.

Discuss if you would like to have a desk phone installed or removed with your Telecom Coordinator.

ITS is not providing headsets. Please work with your department to purchase a headset if you need one.

ITS recommends the following headsets: (Available on Mason Dell and CDWG Sites)

• Logitech Zone Wireless
• Logitech Zone Wired Headset
• Poly Blackwire Wired Headset

You may have “Do Not Disturb” enabled which will be indicated by a DND icon on your desk phone. Press the DND soft key at the bottom of your desk phone’s display to turn it off.

It can take 5-15 minutes for your desk phone to receive the updated voicemail PIN.

Personal 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 in a Pinnacle ticket.

No. Only the 10-digit phone number is necessary when sending a fax within the United States.

It is always recommended to use the full 10-digit phone number when sending a fax.