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PennFlex Phone service and migration resources

The Next Generation Unified Communications initiative set out to evaluate, select and implement a solution that would unify all or some of the Voice offerings that ISC manages for Penn today.  Following an RFP and proof of concept process, ISC chose Vonage as its cloud communications provider.  Penn has re-branded this service as PennFlex Phone.  It will continue to provide you with the same quality of service you’ve come to expect from PennNet Phone, plus optional enhanced features and functionality including a mobile and desktop app with messaging and audio/video conferencing. Phone numbers will migrate from PennNet Phone to PennFlex Phone through June 30, 2022.

We hope this website will provide you with helpful resources to aid in this transition.

 

Service overview

What's new?
 

  • Mobile application. As a licensed PennFlex Phone user, you will have the option to install a mobile application that allows you to make and receive calls from your desktop, tablet and/or smartphone. The app is called MobileConnect for the Enterprise. When you call from this app, you don’t need to reveal your personal cell phone number, callers will see your Penn phone number, even when you are not on campus. As a bonus, you will also have access to features including chat and video conferencing.  
  • Voicemail transcription. Voicemail Transcription, also known as Visual Voicemail, is a feature that allows for voicemail messages to be transcribed into text that can be sent to a designated email address.
  • Physical phones will be replaced with newer Poly phones.
     

What's different?
 

  • The prefix of 9 is no longer needed when making off-campus calls.  In fact, if you dial 9 + number your call will fail.
  • While you can still receive voicemail in your e-mail, the number that you use to access your voicemail will change and your voicemail passcode will change.

Service offerings

Physical phone on your desk

  • Numbers on phones, just like PennNet Phone standard offering for individuals with voicemail
  • Numbers answered on behalf of multiple people on a single phone
  • Numbers answered by multiple people on multiple phones
  • Common area, classroom, lab, and conference rooms may use a wall phone and/or conference phone and may or may not require a voicemail

A mobile application allows you to use your Penn phone number from your computer or mobile device.
NOTE: This option does not include a physical phone set

  • Numbers used by those who frequently forward all calls to their cell phone
  • Numbers used by frequent travelers, either on campus or off
  • Numbers used by those who have a flexible work arrangement
  • Users who are happy to use a headset with their computer over a handset to save on space/hardware

This offering includes both phone on your desk and the mobile application

  • Individuals who prefer to keep a desk phone
  • Individuals who want the flexibility of the mobile client but also need to answer other numbers while at their desk

 

 
 
 
 
 
 
 
 
 
 

What to expect:
 

  • ISC is partnering with support providers in the schools and centers to identify which service offerings are the best fit for your organization. 
  • As part of this initiative, all phones will be replaced with newer models.  However, some users may be opted out of having a physical phone if the mobile application meets their business needs.
  • Support providers in your School/Center will begin communication with you up to 30 days before your phone number migrates from the PennNet Phone service to the PennFlex Phone service. 
  • You will be notified of the exact window of time and the date of your migration along with any instructions you need to follow.
  • During the cutover window, which is typically 1 hour, your Penn phone number will transition to the new platform. You may experience intermittent connectivity during that one hour window. 
  • After the cutover window, if you still experience any issues making or receiving calls, you should contact your support provider.  
  • ​Only some of your PennNet Phone settings will migrate to PennFlex Phone. See the list below to learn which settings will migrate.

Support provider toolkit

We have prepared a toolkit that outlines the process, tasks, resources, and communication templates available to support providers as they migrate to the new service.  You can access the toolkit by visiting https://upenn.box.com/v/PennFlexPhoneMigration.

 

Settings that will migrate

 

Configuration settings

Configuration settings that will migrate include:

  • Call Forwarding Scheduling (on/off) and schedule
  • Call Forward All (on/off)v& destination number
  • Call Forward Busy (on/off) & destination number
  • Call Forward on No Answer (on/off) & destination number
  • NCOS Dialing permissions
  • Call Advance One (on/off) & destination number
  • Outgoing Caller ID blocking (on/off)
  • Reject Anonymous caller ID (on/off)
  • Music on Hold (on/off)
  • Ring Duration
  • Blocked Callers List
  • Voicemail Delivery Method
  • Voicemail Delivery Email Address
  • Voicemail Zero-Out / Operator (on/off) and destination
  • Voicemail Greetings (Unavailable, Busy, and Name)

Note: Your settings are imported approximately 30 days prior to your cutover date

Settings that won't migrate

 

Ring Group

Ring groups will not migrate.  However, they will transition to similar functionality.  Support providers will be notified of who is impacted and will communicate similarly but changed behavior.

Voicemail messages

Voicemail messages will not migrate.  You can download a backup of your PennNet Phone greetings and messages beginning on the day of your cutover.

Voicemail passcodes

Retrieve your new PennFlex Phone voicemail mailbox passcode from PPS (PennNet Phone Service) web portal on the day of your cutover. 

Your new voicemail passcode must meet the following requirements on the new platform:  

  • cannot re-use your existing passcode

  • cannot be the user's own extension or phone number reversed

  • cannot contain the same digit more than 3 times in a row

  • cannot be repeating patterns

  • cannot be any of the last 1 passcode(s)

  • cannot be the reversed old passcode

  • must be at least 6 digits, no more than 10 digits

Contacts Directory


Contacts stored in the directory on the old phone will not migrate to the new phone.

 

PennFlex Phone Handset  

The PennFlex Phone service deploys the following handset models from Poly (formerly known as Polycom):

Poly VVX 401 (400-series)

The VVX 401 is the standard phone that is provided to end users.

 

Poly VVX 201

The VVX 201 is the standard wall-mounted phone typically found in common areas, labs, and classrooms.

 

Poly Trio 8500 - Conference Room Phone
 
The Trio 8500 is the standard phone issued for conference rooms.
 
Poly Trio 8500 Quick Start Guide

 
PennFlex Phone Setup Instructions

A resource guide for learning how to set up your PennFlex Phone in just a few steps. 

Poly VVX Phone Setup Video Tutorial

 

 

MobileConnect   

MobileConnect for the Enterprise is an application that "hides" your personal mobile number, and instead callers see your Penn phone number. Follow the instructions below to install MobileConnect on your mobile device, desktop and Mac.

  1. Download MobileConnect for Vonage Enterprise from the Vonage Downloads page or locate and download the Vonage Enterprise app from your mobile device’s app store (iPhone App Store, or Google Play for Android). NOTE: You must have system permissions to install/uninstall applications on your device.
  2. Once the app is installed, if prompted, click Accept or I Agree to the terms and conditions of the EULA.
  3.  In the Username field, enter your pennkey@upenn.edu, where pennkey is your PennKey username. If you see the Cluster field, please click on that field and select Production. NOTE: Only one phone number can be associated with a PennKey.
  4. Click Continue to be redirected to WebLogin single sign-on (SSO).
  5. You may be prompted to Allow the app to access your personal contacts, to take pictures and record video, or to access media on your device, make and manage phone calls or to access the device’s location. Select Allow. NOTE: If you do not allow them initially, and you are required to use them for later functionality, you will be prompted again.
  6. On your mobile device, enter or confirm your cell phone number. This is required.
  1. Download MobileConnect for Vonage Enterprise from the Vonage Downloads pageNOTE: You must have system permissions to install/uninstall applications on your device.
  2. Once the application is installed, if prompted, click I Agree to the terms and conditions of the EULA.


 

  1. In the Enterprise Email field, enter your pennkey@upenn.edu, where pennkey is your PennKey username. If you see the Cluster field, please click on that field and select Production. NOTE: Only one phone number can be associated with a PennKey.



 

  1. Click Continue to be redirected to WebLogin single sign-on (SSO). Enter your PennKey Username and Password, click Log in 



 

  1. You may be prompted to allow other apps on your computer to integrate with the MobileConnect app. This is optional and can be configured later as well.

Normally when you sign in to the MobileConnect for Vonage Enterprise app for your desktop and/or mobile device, you can stay logged in for up to 30 days without having to re-enter your PennKey Single Sign-on credentials. On rare occasions, it may be necessary to sign out of MobileConnect as a troubleshooting step.

Follow the instructions below to sign out (and then sign in) to MobileConnect.

For desktop versions for macOS and Windows

  1. Launch the MobileConnect app.
  2. Choose File (or MobileConnect) > Sign Out.
  3. Choose Sign In, then enter your PennKey credentials on the ensuing Penn WebLogin page if necessary.
  4. You have successfully signed out, and then signed in, to the MobileConnect app.

For mobile versions for iOS and Android

  1. Launch the MobileConnect app.
  2. Tap the three horizontal lines in the upper left corner of the app, then choose Sign Out. If you are asked if you'd like to receive business calls while signed out, tap No.
  3. Tap Continue (or Sign In), then enter your PennKey credentials on the ensuing Penn WebLogin page if necessary.
  4. You have successfully signed out, and then signed in, to the MobileConnect app.

For full instructions to configure and sign in to the MobileConnect app, for both desktop and mobile versions, refer to the MobileConnect documentation for mobile and desktop apps, above this item.

  • Once you log in to the application, the default screen is the Messages window.
  • The prefix of 9 is no longer needed when making off-campus calls. In fact, if you dial 9 + number your call will fail.
  • 5-digit dialing will still work.
  • To make a phone call using a mobile device or smartphone, tap the top left menu bar and select Dialpad.
  • To make a phone call using a desktop or laptop computer, select the Dialpad icon from the left menu bar:

The User's Guide and Video Tutorial for MobileConnect is located in the "Training Resources" section of this page. 

 

 

 

Emergency dialing

On campus from PennFlex Phone

511

Off campus from PennFlex Phone MobileConnect App

511

On campus from traditional phone

511

On campus from PennNet Phone

511

Off campus

215-573-3333  

On campus from PennFlex Phone

911

Off campus from PennFlex Phone MobileConnect

911

On campus from traditional phone

911 or 9 + 911  

On campus form PennNet Phone

911 or 9 + 911

Off campus

911

PennFlex Phone 911/511 service notice

PennFlex Phone 911/511 emergency calling services will not be available if:

  • There is a power outage resulting in loss of power to the PennFlex Phone set.
  • There is a network outage resulting in loss of network connectivity to the PennFlex Phone set or Mobile Connect Client.
  • If PennFlex Phone is out of service, use another phone to dial 911/511 or dial (215) 573-3333.
  • The handsets distributed for PennNet Phone Service come equipped with a 911/511 Service Notice label. Do not remove this label from your handset.
  • You move your PennFlex Phone set to a location other than the Registered Location on file with the University of Pennsylvania. To register a new location, please contact your Support Provider.

How does the PennFlex Phone handle 911/511 calls?

If you call 911, the location to which the emergency responders are deployed is dependent upon where the call originates:

  • If you call from MobileConnect for Mobile, the location is determined by your cellular carrier because the app switches to your standard cellular phone plan when making 911 calls. 
  • If you call from MobileConnect for Desktop, the location is determined by your phone location.
  • If you call from a desk phone, the location is determined by the room where the phone is assigned.

 

Enterprise portal

PennFlex Phone users can access the Vonage Enterprise Portal (the replacement for PPS) to configure settings such as call forwarding, voicemail and do not disturb. You can also view call analytics, such as missed, placed, and received calls. 

A tutorial will be coming soon. 

To access the Vonage Enterprise Portal: 

  1. Go to https://enterpriseportal.vonage.com/ci/index.php/app/sso-log-in/penn-saml-provider  

  1. Click Login to be redirected to Penn WebLogin Single Sign-on (SSO) 

 

The Enterprise Portal currently allows access for end users to manage their own numbers. It will eventually also allow administrators to configure settings for a group, department, or individual user. PennKey-based Single Sign-on (SSO) will be available for the Enterprise Portal for administrators in CY2021. In the interim, administrators will be provided local accounts using the Vonage MyVoice Portal. Admins can access this portal at https://myvoice.vonage.com

 

Check your voicemail
 

From your PennFlex Phone: Press Messages button or dial 99999, then #.

From another PennFlex Phone: Dial 8-6423 from another phone, enter mailbox ID, enter the passcode, then #.

From non-Penn Phone: Dial 215-898-6423 from a non-Penn phone, enter mailbox ID, enter the passcode, then #. 

From the MobileConnect Desktop application: Select Call History icon on the left menu bar, then select the Voicemail tab

From the MobileConnect application from your smartphone or mobile device: Select dialer icon from the top menu, click and hold 1, then select Internet Call (VoIP)

 

Change voicemail passcode

You can change your PennFlex Phone voicemail passcode using the following methods:

From your PennFlex Phone: Press messages button or dial 99999, then #. Press 8 to set a new passcode.

From another PennFlex Phone: Dial 86423, enter the mailbox ID, enter the passcode, then #. Press 8 to set a new passcode.

From non-Penn phone: Dial 215-898-6423, enter the mailbox ID, enter the passcode, then #. Press 8 to set a new passcode.

From the MobileConnect Desktop application: Select the "Calls" menu from the top, "Voicemail", then "Call". Press 8 to set a new passcode.

From the MobileConnect Desktop application: Select Call History icon on the left menu bar, then select the Voicemail tab. Press 8 to set a new passcode.

From the MobileConnect application from your smartphone or mobile device: Click on the 3 dots in the upper right corner and choose "Call Voicemail" Press 8 to set a new passcode.

From the MobileConnect application from your smartphone or mobile device: Select the dialer icon from the top menu, click and hold 1, then select Internet Call (VoIP). Press 8 to set a new passcode.

 

Enterprise portal

The enterprise portal is a dashboard, accessible via the web, that allows an end user to configure personal settings. 

Access to the enterprise portal is expected to be available in September 2020.  Early Adopters of the Service will need to use the app to configure settings or contact their local support provider.

Features


Blind Transfer - Transfer a call to a recipient without announcing it first

Consulted Transfer - A consulted transfer is performed when you announce the call to the recipient prior to transferring the call

Three Way Conference Call 

 


Note: Please use the scroll bar located at the end of this table to expand the status column to view the full content.

 

SUMMARY DESCRIPTION DATE REPORTED STATUS
MobileConnect: "You have been signed out due to signing in from another Mobile Connect client." Users have reported that they can only log on to one instance of the MobileConnect desktop client.  2/3/2021 MobileConnect allows only one instance of the client open on a desktop and one instance of the client open on a mobile device.  You can have one client open on a Windows or Mac and you can continue also have one client open on a smartphone.
Issues with Mobile Connect (Vonage Enterprise) Android or iPhone client answering calls Your Mobile Connect client may ring once and then hang up the call, or calls would ring both your Mobile Connect client and your cell phone mainline at the same time 2/3/2021 Resolution:  A feature called "Broadworks Anywhere" may be interfering with your calls. Try removing your cell phone number from Broadworks Anywhere:

1) Sign in to Vonage Enterprise
2) Click the top-left menu button and go to the settings
3) Click Call Settings
4) Click "Call Control"
5) Click "BroadWorks Anywhere"
6) Click "Ring Numbers"
7) Click on your cell phone number (if it's there) and use backspace to set the field to a blank (Turning the slider off does not disable Broadworks Anywhere, it could be automatically re-enabled during sign-off)
8) Exit from the menu

Receiving certificate expiration errors when connecting to the MobileConnect app for Desktop and Mac Users are not able to log on to Mobile Connect via SSO this morning because the SSL cert used by localhost.ucclient.net expired
 
1/21/2021 Resolution: Upgrading the client to a newer version resolves this issue. The newer version includes UI updates and changes in how SSO authentication, which does not spin up an external browser. Only the desktop versions of Mobile Connect would have been affected by this issue.  Please refer to the following instructions for downloading the newest software version and/or signing into your account: https://www.isc.upenn.edu/how-to/pennflex-phone-service-and-migration-resources#MobileConnect
Unable to make or receive calls from home wifi network on MobileConnect  for Desktop and MAC  Users have reported that they are unable to make or receive calls from the home wifi network using MobileConnect for Desktop and MAC:   12/15/2020 Some users have found this issue is resolved by making home router settings changes as recommended on this Vonage website: 

https://businesssupport.vonage.com/articles/answer/Network-Equipment-Compatibility-21546

https://businesssupport.vonage.com/articles/Answer/Settings-for-ISP-Modem-Router-Gateways

Teams/MobileConnect Audio issues MobileConnect for Desktop:

Reported Issue: Users are disconnected from Microsoft-Teams-based meetings when declining an incoming call. Through testing version compatibilities between Teams and the soft client

MobileConnect for Mac:

Reported Issue: Audio microphone levels drop during Microsoft-Teams-based meeting during the ring cycle of an incoming call.
10/29/2020 MobileConnect for Desktop:

Resolution: 

Install the following versions:
 
  • Microsoft Teams Version 1.3.00.26064 (64-bit) (or later)
  • MobileConnect - Version 22.7.5 (or later)


MobileConnect for Mac:

Resolution: Some users have found this issue is resolved while using headphones on the MAC.  Vonage is aware of the problem and is testing in-house.
 

Voicemail configuration The user is unable to retrieve voicemail messages when dialing the voicemail system.  6/9/2020 The settings in the screenshot provided (showing "Use Unified Messaging" and "Use Phone Message Waiting Indicator" both checked) are the general default settings when a new user is created. If you change the default to "Forward it to this email address" and then fill in an address, there is no "mailbox" created, the system simply sends a sound file to the email address.  If this option is selected, the voicemail messages will not be stored on the UC devices or on the desktop phone. They will be sent to the email address indicated.
MobileConnect for Desktop: Cannot clear Call history from MobileConnect desktop client Call history cannot be cleared directly from MobileConnect Desktop client.   6/9/2020 Solution: Call history will need to be cleared in the Vonage portal.  Please contact Client Care at http://supportcenter.upenn.eduhelp@isc.upenn.edu, or 215-898-1000. 
MobileConnect: "You’ve entered an incorrect username or password" error.   When logging to MobileClient and get this error: "You’ve entered an incorrect username or password.” This means that you didn't use SSO and you're trying to login with a username/password instead. 5/12/2020 Solution: Try this edit on the soft client:

1) Click the gear on the bottom-right
2) Choose "Edit Login Info"
3) Enter pennkey@upenn.edu and save

You should be redirected to the SSO page when hitting the login.
MobileConnect cannot make or receive calls via RDP When running the MobileConnect desktop client on a machine that you are connected to via RDP, the client will not be able to find your audio devices, and will not be able to make or receive calls. 4/29/2020 Solution: On your native machine, open Remote Desktop, select the PC you are connecting to, and navigate to Edit -> Devices & Audio. Make sure the Microphone checkbox is selected. Once this is done, you will need to reboot Mobile Connect on your RDP connected PC.
MobileConnect for Desktop:
conference calling feature not working.
Conference calling via the "Merge" function isn't working as documented in this video. 4/27/2020 Resolved:  Conference calling via the "Merge" function now works as documented in this video.
Unable to log in to MobileConnect from outside network When attempting to log in to MobileConnect from a home or personal network, or another network outside of PennNet, some users receive an error stating that the login server cannot be found or connected to. The cause tends to be an issue with the configuration of the network the user is connected to, but specific configuration issues vary. 4/14/2020 Troubleshooting & Workaround: Connect using the Global Connect VPN tool. If the issue is caused by the configuration of the local network, connecting to the University's VPN will allow the user to bypass their network configuration and login successfully. This is a workaround, and the user's network configuration should be explored to ultimately resolve the issue, but they will be able to use MobileConnect while connected to the University's VPN in the meantime.

Global Connect VPN: https://vpn.upenn.edu/                                   
MobileConnect installation error with macOS Catalina                                 When installing MobileConnect with macOS Catalina, users receive an error when attempting to install the application.

Error: "MobileConnect" can't be opened because Apple cannot check it for malicious software                                                                                           
3/25/2020 Workaround:  Finish the MobileConnect Installation by going to System Preferences -> Security & Privacy -> General, and click "allow"

Early Access

Early Access is an offering from ISC to allow users to experience PennFlex Phone, the cloud-based service which will eventually replace PennNet Phone, before widespread migration.

  • Users who need cell/personal phone numbers hidden.
  • Support Providers who wish to gain familiarity with the new service in preparation for supporting end users in upcoming migrations.
  • A person using their existing campus phone number that has been given an early access account.
    • For the person, using their existing campus phone number, call forwarding must be turned on. Call forward your campus phone number to the temporary Vonage number (a.k.a. called Alternate number). This is what allows inbound calls to your campus phone number to ring you on the MobileConnect APP.

As a licensed PennFlex Phone user, you can install an app called Mobile Connect for the Enterprise that allows you to make and receive calls from your desktop and/or smartphone. You do not need to reveal your personal cell phone number, and callers will see the number that’s been assigned to you. Your caller ID number will be set to your PennNet Phone number by default. As a bonus, you'll also have access to features including chat and video conferencing.

  • Support providers can request access on behalf of their users by completing the Early Access form and submitting the request to Client Care at http://supportcenter.upenn.edu, or e-mail help@isc.upenn.edu and providing the following information: 
    • First and Last Name 
    • PennKey
    • Individual's Primary Penn Phone number
    • School/Center      
    • Department
    • Support Provider
    • Location

Getting Started with a NEW Early Access account: 

I have an Early Access account. What's next?  

You must perform the following steps to ensure that your Early Access PennFlex Phone works properly:

  • Install the MobileConnect app.
  • Log in using SSO to confirm MobileConnect and the number is working.
  • Set Call Forward for your PennNet phone number to the Vonage temporary phone number.
  • Set up your voicemail: You will receive a temporary voicemail passcode from your Local Support Provider (LSP).

The MobileConnect app is easy to use. Just download and get started. In some departments, the app will be distributed by the LSP (pushed out). The latest version of Vonage MobileConnect for Enterprise is available on Vonage’s download page. You can also select the Vonage Enterprise app from your mobile device store.

IMPORTANT NOTES:

  • All users must have system permissions to install/uninstall applications on their devices.
  • The installation experience varies depending on your device
  • You will be required to log in using Pennkey-based single sign-on (SSO).
  1. Once the app is installed, if prompted, accept the terms and conditions of the EULA (End User License Agreement)
  2. In the Username field, enter your pennkey@upenn.edu; If you have a cluster field, please click on that field and select Production; Click Continue
  3. Click Continue to be redirected to web login SSO
  4. You may be prompted to Allow the app to access your personal contacts, to take pictures and record video, or to access media on your device, make and manage phone calls or to access the device’s location, select Allow.  If you do not allow them initially, and you are required to use them for later functionality, you will be prompted again.
  5. On the desktop version, you may be prompted to allow other apps on your computer to integrate with the MobileConnect app.  This is optional and can be configured later as well.
  6. On your mobile device, you will be prompted to enter or confirm your cell phone number.  This is required.

Call Forward:

To Call Forward incoming calls from your PennNet Phone account towards the temporary (Alternate number) Vonage phone number. You can enable the forwarding in PPS under the “Features and Voicemail Settings” section.  Please Note: Call Forwarding can be setup with “Advanced One”, “Call Forward on No Answer” or “Call Forward All”. We recommend using Call Forward All.

Here are the instructions to set up Call Forwarding: https://www.isc.upenn.edu/how-to/pennnet-phone-call-forwarding

Please note: The person assigned a NEW campus Vonage phone number can skip the call forwarding step and move on to setting up voicemail.

Voicemail:

You will receive a temporary voicemail passcode from your Local Support Provider (LSP).

To access voicemail:

From the MobileConnect Desktop application:

  • Select the Call History icon on the left menu bar, then select the Voicemail tab

From the MobileConnect application from your smartphone or mobile device:

  • Select the dialer icon from the top menu, click and hold 1, then select Internet Call (VoIP)

Not calling from a PennFlex phone or MobileConnect

  • Dial 215-898-6423, enter the 10-digit mailbox ID, enter passcode, then #.

Voicemail quick start guide

The User's Guide and Video Tutorial for MobileConnect is located in the "Training Resources" section of this page. 

New PennFlex Phone Account

ISC can request a new PennFlex Phone account for a new line and new phone set.  

As a licensed PennFlex Phone user, you can install an app called Mobile Connect for the Enterprise that allows you to make and receive calls from your desktop and/or smartphone. You do not need to reveal your personal cell phone number, and callers will see the number that’s been assigned to you. Your caller ID number will be set to your PennNet Phone number by default. As a bonus, you'll also have access to features including chat and video conferencing.

  • Support providers can request access on behalf of their users by submitting a request to Client Care at http://supportcenter.upenn.edu, or e-mail help@isc.upenn.edu and providing the following information: 
    • First and Last Name 
    • PennKey
    • Group Name = School/Center   
    • Department
    • Support Provider
    • Location
    • Does this individual want to use the new app on a desktop or mobile device? Does this number require a physical handset campus? Are both an app and a handset needed/requested?
    • Port ID (if a phone is needed); Bldg/Room 
    • Budget code   

Getting Started with a NEW PennFlex Phone account: 

I have a new PennFlex Phone account. What's next?  

You must perform the following steps to ensure that your new PennFlex Phone account works properly:

  • Install the MobileConnect app.
  • Log in using SSO to confirm MobileConnect and the number is working.
  • Set up your voicemail: You will receive a temporary voicemail passcode from your Local Support Provider (LSP).

The MobileConnect app is easy to use. Just download and get started. In some departments, the app will be distributed by the LSP (pushed out). The latest version of Vonage MobileConnect for Enterprise is available on Vonage’s download page. You can also select the Vonage Enterprise app from your mobile device store.

IMPORTANT NOTES:

  • All users must have system permissions to install/uninstall applications on their devices.
  • The installation experience varies depending on your device
  • You will be required to log in using Pennkey-based single sign-on (SSO).
  1. Once the app is installed, if prompted, accept the terms and conditions of the EULA (End User License Agreement)
  2. In the Username field, enter your pennkey@upenn.edu; If you have a cluster field, please click on that field and select Production; Click Continue
  3. Click Continue to be redirected to web login SSO
  4. You may be prompted to Allow the app to access your personal contacts, to take pictures and record video, or to access media on your device, make and manage phone calls or to access the device’s location, select Allow.  If you do not allow them initially, and you are required to use them for later functionality, you will be prompted again.
  5. On the desktop version, you may be prompted to allow other apps on your computer to integrate with the MobileConnect app.  This is optional and can be configured later as well.
  6. On your mobile device, you will be prompted to enter or confirm your cell phone number.  This is required.

Voicemail:

You will receive a temporary voicemail passcode from your Local Support Provider (LSP).

To access voicemail:

From the MobileConnect Desktop application:

  • Select the Call History icon on the left menu bar, then select the Voicemail tab

From the MobileConnect application from your smartphone or mobile device:

  • Select the dialer icon from the top menu, click and hold 1, then select Internet Call (VoIP)

Not calling from a PennFlex phone or MobileConnect

  • Dial 215-898-6423, enter the 10-digit mailbox ID, enter passcode, then #.

Voicemail quick start guide

The User's Guide and Video Tutorial for MobileConnect is located in the "Training Resources" section of this page. 


PennFlex Phone Data Privacy considerations

If you intend to share any form of sensitive information or are uncertain if the information you are sharing is sensitive, speak to your local IT support team before making any decisions. For official direction on what constitutes different degrees of data sensitivity, please see the Data Risk Classification page. 

Note: Most functionality can be disabled by individual, School/Center or Department as needed.

Recommendations

  • Discuss sensitive data on live calls, not in chat
  • Do not record live interactions or conversations without all parties’ consent
  • If you expect to receive high risk data via voicemail (such as SSN or PII health data), we highly recommend disabling voicemail to e-mail delivery. If you do have to enable voicemail to email delivery, use only your authorized Penn e-mail account and not a personal account.
  • If you work with high risk data (such as SSN or PII health data), your voicemail greeting should advise callers not to leave sensitive information in voicemail
  • Chat doesn’t meet FERPA requirements, so do not discuss information about students in chat
  • Do not transfer files with sensitive data using the MobileConnect app

 

Feature Description 

Live voice call (using handset or mobile connect client) 

Encrypted signaling and encrypted live voice.  Voice signals are encrypted allowing safe and secure transmission signals between phones.  Live voice is encrypted to prevent interception and eavesdropping on phone calls.

Video call 

Video is encrypted in transit.   

Chat conversation 

Chat communications are secured with HTTPS/TLS in transit.  Chat content is stored encrypted on the local softphone, or smartphone, client hardware.  Data is containerized within the MobileConnect app. 

Chat is stored on local client and only saves the last 50 messages to/from another user.  For this reason, it’s NOT recommended for FERPA data. 

Voicemail on server 

Encrypted and stored in cloud Data Centers that are HIPAA, HiTrust, and PCI DSS Compliant. 

Voicemail delivered to e-mail 

E-mail delivery sends voicemail messages to your e-mail as an unencrypted .wav file attachment.  

Visual Voicemail (Voicemail transcribed and delivered to e-mail) 

E-mail delivery sends an unencrypted transcription of the message and and unencrypted .wav file attachment. Transcription is not stored in cloud once it’s delivered.

Transcriptions are not always 100% accurate.   

There is a possibility that someone will share sensitive data with you using voicemail.  For this reason, we suggest adding a disclaimer to your recorded voicemail message, such as “Please be aware that voicemails may be transcribed. Do not leave sensitive information on voicemail.” 

Call recording 

Recordings are stored and encrypted in cloud Data Centers that are HIPAA, HiTrust, and PCI DSS Compliant. 

PA State law requires both parties to agree to recording.

Call recording is disabled by default. To enable recordings, you must request from Client Care. 

International travel 

Consult with your Service Provider if you plan to travel internationally and intend to use the Mobile Connect app while outside of the US. 

Some countries block or interrupt voice traffic and some have poor internet connectivity.  There are hard bans in N Korea, Cuba, Crimea region of Ukraine, Iran, and Syria. The bans are based on US sanctions. 

Screen sharing 

You can share your screen from within the Chat and Room features in the MobileConnect app. 

Please be aware that when you are sharing your screen, someone who is viewing your screen can take a screenshot.   

File transfers 

You can transfer files from withing the chat and Room features in the MobileConnect app. 

Files that are transferred are downloaded to the local device and not stored within the app. 

We do NOT recommend sharing files with sensitive data using the MobileConnect app. 

 

 

 

This page lists guidelines regarding the use of headsets with PennFlex Phone. Using a headset is optional and headsets are not included as part of the service. 

PennFlex Phone App – Vonage Enterprise for the iOS/Android 
 

PennFlex Phone App – Vonage MobileConnect for Windows/macOS

The MobileConnect for the Windows/macOS will allow you to make calls from your desktop computer or laptop. In the case of a desktop computer, you would require a headset with a microphone. In the case of a laptop, this may be optional, depending on your make/model or your preferences.

Note:  Most laptops are equipped with speakers and built-in microphones. When using a laptop to place or receive calls, or participate in any kind of teleconference or video conference, you may wish to use a headset with a microphone to improve the call quality. Laptop microphones are prone to picking up ambient noise, while a laptop's speaker output can sometimes cause an "echo" effect. Your results may vary, but for the best experience, we recommend utilizing a headset with a microphone.

Depending on the ports available and the capability of your computer, you may require a USB headset or may be able to use an analog headset. Some computers are equipped with both a 1/8" "mini" headphone and a mic jack, while others, especially newer Dell OptiPlex systems, may be equipped with a "combo" jack. Dell offers some analog headsets that are compatible with these systems, but these are also available from other vendors.

Vonage lists supported headsets, but any capable headset with mic should do. We recommend testing a single unit prior to purchasing a large amount of devices.

PennFlex Phone Handset

Polycom and Plantronics have combined to form "Poly". Their recommendations for the VVX 401 and other phones are in a supplemental PDF.

Vonage primarily supports and deploys the Poly VVX 401 phone. The VVX 401 supports all the analog headsets supported by the SoundPoints so if you already have a SoundPoint compatible headset there is no need to buy a new USB headset.

The VVX 401 supports USB headsets and those that are officially supported by Poly are few and expensive. Many generic USB headsets work, however. 

  • Generic USB audio/mic adaptors also seem to work if you have analog headsets.
  • There are wired and wireless variants of USB as well as QD/RJ9 headsets. 

You can email ISC Client Care if you've tested a non-listed headset.

Which headset to get for the VVX 401?
 

You could get one of the officially supported Poly headsets, whether it's USB or analog, but they're pricey.

The cheapest option is to buy these two items:

  • A generic PC headset with two 3.5mm plugs for audio & mic (cheap ones are $10)
  • A USB to "two 3.5mm jacks" adapter like the Sabrent AU-MMSA ($7, tested by ISC)
  • Please see the "USB Adapters" compatibility chart below.

The easiest option may be to purchase a generic USB headset. Please see the "USB Headsets (audio + mic)" compatibility chart below on what to buy. The bookstore/Computer-Connection may have the "Koss CS100 USB" in stock.

You may try it out and see if it works. Please send the results to the NextGenUC team.

All you need is a USB to two 3.5mm jacks adapter like the Sabrent AU-MMSA ($7, tested by ISC)

If you have a smartphone headset with a 4-pin, 3.5mm plug (they have 3 solid lines on the jack) you can combine two adapters to connect it to the VVX 401:

  • A USB to two 3.5mm jacks adapter like the Sabrent AU-MMSA ($7, tested by ISC)
  • A USB 3.5mm 4-pin jack to two 3-pin plugs splitter like the UGREEN Splitter ($7, tested by ISC)

There may be USB to 3.5mm 4-pin jack USB adapter out there that works, but we have not tested any.

You would need to find a USB to 4-pin 2.5mm jack adapter. We've tested the "USB Adapter-50" adapter that comes with the Plantronics MX500 series, but we do not see it on sale standalone.

Alternatively, you could try a 4-pin 3.5mm to 4-pin 2.5mm adapter after buying the adapters mentioned above, but that's a lot of adapters so there may be connection or noise issues.

All RJ9 headsets previously supported on the Polycom SoundPoints still work with the VVX 401 natively, so you do not need a USB adapter. Some RJ9 headsets are made for non-Polycom phones so you may need analog adapters.

You may choose between a QD to RJ9 adapter or a QD to a USB adapter.

Poly phones do not support Bluetooth headsets natively. Using a USB Bluetooth adapter for PCs will not work because the handset doesn't have Bluetooth drivers or have software capability to pair with your headset. There are some USB Bluetooth adaptors that have built-in emulation of USB audio devices and pair with them outside of the phone, so they may work, but ISC has not tested any.


Compatibility Chart for the VVX 401

 

 

Maker

Model

Type

VVX 401 Compatible

Tester

Polycom Supported

Jabra

Pro 9465-Duo

Wireless with USB base station

Yes

Polycom

Yes

Jabra

Pro 9470

Wireless with USB base station

Yes

Polycom

Yes

Koss

SB-45 USB

Wired USB

Yes

ISC

No

Koss

CS100 USB

Wired USB

Yes

ISC

No

Logitech

A-0205C

Wired USB(discontinued)

Yes

ISC

No

Logitech

USB H570e

Wired USB with Talk/Hangup button

No (high noise)

ISC

No

Plantronics

MX500i

USB adapter + 2.5mm analog, monaural earpiece

Yes

ISC

No

Plantronics

Voyager Pro

Bluetooth with USB dongle

Yes

Polycom

Yes

 

 

USB Adapters allow you to plug-in non-USB headsets. Be sure to get the USB adapters that's right for your headset and be sure that the adapter supports both audio and mic.

 

 

Maker

Model

Type

VVX 401 Compatible

Tester

Polycom Supported

Logitech

Sound Blaster X-Fi Surround 5.1 Pro

USB to 3.5mm single-jacks, RCA, Optical

No

ISC

No

Plantronics

USB Adapter-50

USB to 2.5mm monaural multi-jack

Yes

ISC

No

Plantronics

BT300-M(Part of Voyager Pro)

USB to Bluetooth

Yes, with Voyager Pro

Polycom

Yes, with Voyager Pro

Sabrent

AU-MMSA

USB to 3.5mm single jacks

Yes

ISC

No

 

 

 

 

 


 

 
Customized PennFlex Phone Videos for MobileConnect 
 

MobileConnect for Desktop – Video tutorial 

MobileConnect for Mobile – Video Tutorial 

 
Customized PennFlex Phone Videos  


Poly VVX 401 Video Tutorial

Poly VVX 201 Video Tutorial


 
MobileConnect for Desktop, iPhone, Android User's Guide 
 

MobileConnect Quick Start Guide 

MobileConnect for Desktop – User’s Guide 

MobileConnect for iPhone – User’s Guide 

MobileConnect for Android – User’s Guide 

MobileConnect – Mobile Guides 
 

PennFlex Phone User's Guide 

Poly VVX 401 Quick Start Guide

Poly VVX 401 QuickStart Guide for Voicemail
 

 
PennFlex Phone Setup Instructions

A resource guide for learning how to set up your PennFlex Phone in just a few steps. 

Poly VVX Phone Setup Video Tutorial

 

 

Note: Not all features described in the MobileConnect User's Guide may be available.
 

Answers to frequently asked questions are listed below
 

Yes. When initially authenticating to the MobileConnect app with SSO, you can activate a "Trust this browser" checkbox in the login screen to avoid having to re-enter credentials for 30 days. However, this is not permanent. MobileConnect adheres to the current Penn WebLogin policy which mandates a 30-day expiration. This can impact immediate access to MobileConnect on the mobile device. Although some mobile operating systems do a better job at informing you when you need to reauthenticate, it's important to monitor your login status on MobileConnect. You may have to re-login if you reboot your mobile device as well.  Calls go directly to voicemail if the app is not authenticated, so we recommend checking the app's authentication/login occasionally, especially if you don't frequently use MobileConnect.

The prefix of 9 is no longer needed and cannot be used when making off-campus calls.

Yes, all users in the new phone system are configured to make international calls.

If you call 911, the location to which the emergency responders are deployed is dependent upon where the call originates:

  • If you call from MobileConnect for Mobile, the location is determined by your cellular carrier because the app switches to your standard cellular phone plan when making 911 calls. 
  • If you call from MobileConnect for Desktop, the location is determined by your phone location.
  • If you call from a desk phone, the location is determined by the room where the phone is assigned.

Yes, you can place a voice call using the Dialpad. From the main menu, tap Dialpad. Enter the valid extension or 10-digit number. Then select either the Video Call or Voice Call option button below the keypad.

  • From your PennFlex Phone: Press the Messages button or dial 99999, then #.
  • From another PennFlex Phone: Dial 8-6423 from another phone, enter mailbox ID, enter the passcode, then #.
  • From non-Penn Phone: Dial 215-898-6423 from a non-Penn phone, enter mailbox ID, enter the passcode, then #. 
  • From the MobileConnect Desktop application: Select the Call History icon on the left menu bar, then select the Voicemail tab.
  • From the MobileConnect application from your smartphone or mobile device: Select the dialer icon from the top menu, click and hold 1, then follow prompts.

You can change your PennFlex Phone voicemail passcode using the following methods:

  • From your PennFlex Phone: Press the messages button or dial 99999, then #. Press 8 to set a new passcode.
  • From another PennFlex Phone: Dial 86423 (VOICE), enter the mailbox ID, enter the passcode, then #. Press 8 to set a new passcode.
  • From non-Penn phone: Dial 215-898-6423, enter the mailbox ID, enter the passcode, then #. Press 8 to set a new passcode.
  • From the MobileConnect Desktop application: Select the Call History icon on the left menu bar, then select the Voicemail tab, select “Call” or press the “phone” icon, enter the passcode, then #, then follow prompts. Press 8 to set a new passcode.
  • From the MobileConnect application from your smartphone or mobile device: Click on the 3 lines in the upper left corner, choose Voicemail. Then click on the 3 in the upper corner and choose "Call Voicemail", enter the passcode, then #, then follow prompts. Press 8 to set a new passcode.
  • From the MobileConnect application from your smartphone or mobile device: Select the dialer icon from the top menu, click and hold 1, enter the passcode, then #, then follow prompts. Press 8 to set a new passcode.
  • From your PennFlex phone, you can enable/disable the Do Not Disturb feature by pressing the DND soft key on the phone.
  • From the MobileConnect Desktop Application, click the settings icon on the bottom left. Click the General drop-down menu and select Incoming Calls. The first option is to toggle DND on or off. You also have the option to turn on DND from the Calls menu in the Toolbar.
  • From the Mobile Application: From the main menu, tap Settings, and then tap on the toggle button to active/deactivate DND. 

Yes. From the main menu, tap the Directory and search for the person you want to call. Tap the contact’s name and you will be directed to the contact’s profile. From here, tap the Call icon. Then, select Voice Call. Please note, only those who migrated or on Early Access can search a person from the Directory to make a call. If they are not migrated, they will not be listed in the directory. Use the dial pad to place the call.