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PennNet Phone Support Resources

Resources are available to help you manage your PennNet Phone settings, learn more about its features, answer your general service questions, and to find someone who can assist you with your PennNet Phone when you need help.

 

Using PPS

Requirements & Tips for Using PennNet Phone Service (PPS)

Log in to PennNet Phone Service (PPS) with your PennKey and password. Please refer to the PennKey website for complete information about PennKeys.

What is PPS?

PPS is a web service that allows you to manage certain telephone features and voice mail options from a web browser. With PPS, you can adjust these PennNet Phone settings at anytime:

  • Redirect incoming calls to any telephone (landline or cellular)
  • Reject incoming calls that don't have Caller ID
  • Block your Caller ID from being sent on outgoing calls
  • Change your voice mail delivery method to suit your message needs
  • Turn off envelope information or Caller ID information while listening to voice mail messages
  • Reset your voice mail password
  • Designate a proxy to make adjustments or changes to your PennNet Phone account. A proxy can be any member of the Penn community who has a valid PennKey and password. An individual does not have to be a PennNet Phone subscriber in order to be assigned proxy privileges. For tips and best practices on how to assign a proxy to manage your PennNet Phone account, see the Grant Account Access tab.

Requirements and Tips for Using PPS

  • Browser Requirements - You may use any of the currently supported web browsers to access PPS.
  • PennNet Phone Account Settings - With the exception of your voice mail delivery method, your PennNet Phone settings are automatically set to off when your account is activated.
PennNet Phone Settings Default PennNet Phone Settings Default
Advance One off Call Forward on No Answer off
Call Forward on Busy off Call Waiting off
Call Forward All off Reject Anonymous off
Play Caller ID* off Play Envelope* off
Scheduler off Voice Mail Delivery Method* Preselected by TSP
* Requires subscription to voice mail services

 

  • Real Time Changes - After you have updated your telephone features or voice mail options, click the Submit button located at the bottom of the page. Your changes take place immediately.
  • Passwords - Voice mail passwords must be a minimum of 6 digits and a maximum of 15 digits. Passwords cannot be consecutive numbers (e.g., 12345678) nor the same number (e.g, 22222222). Additionally, do not use numbers that can be easily guessed by others like your birthday or house address. Your voice mail password should only be used for accessing your mailbox. Do not use your voice mail password as a password for other accounts at Penn or elsewhere on the web.
  • Proxy Access - Before giving someone proxy access to your account or acting as a proxy for an account, review the Grant Account Access tab. Key topics in this brief document include "Assigning and accepting proxy access," "When to use proxies," and "Alternatives to using a proxy."
  • Help - Click on the yellow icons for information about a field or feature. If you need additional assistance, please contact your Telephone Support Provider (TSP).
  • Logging Out - When you are ready to end your session, click Log Out in the left navigation column. If you're using a public workstation or a shared computer and you forget to log out, another person would be able to access your PennNet Phone account.

Grant Access to Your Account (Proxy Usage Tips)

 

What is a proxy?

A proxy is another person who can manage your PennNet Phone account by logging into PPS with their own PennKey  and password. You assign or remove a proxy from your account using the Proxy Access feature in PPS. For troubleshooting purposes, your Telephone Support Provider (TSP) also has access to your account.

What can your proxy do?

Your designated proxy can view and change your telephone settings for Call Forwarding, Do Not Disturb, and Caller ID. If your school, department, or center has provided you with voice mail, your proxy can also view and change your voice mail delivery method, play back controls, and reset your voice mail password.

The person who wants to grant access to their account information is called the owner. The person who is given access to an account is called the proxy. When you login to PPS you can easily see who has proxy acess to your account. The owner can add or remove a proxy form your account at any time, but a proxy cannot add or remove proxies for your account.

Assigning and accepting proxy access

Assigning or acting as a proxy implies that there is a level of confidentiality between the account owner and the proxy. Use of PPS and other Penn PennNet Phone services by account owners and proxies is governed by various University, school, and departmental policies and regulations. More information about Penn’s University information security policies, privacy policies, network policies, and guidelines is available at Computing Policies.

Account owners are responsible for reviewing and keeping their proxy list up to date.

When to use proxies

You might want to use a proxy if you need someone to adjust your telephone or voice mail settings on an ad hoc or ongoing basis. For example, you might want to give someone proxy access to your account while you are on vacation or if you are unexpectedly called away from the office. Deans, Directors, Department Heads, and other University administrators may also want to use a proxy if they customarily have their voice mail handled by a member of their department. See also Alternatives to using a proxy section further down the page.

How to give someone access to your account

To grant access to your account, you will need the person’s (proxy’s) PennKey so they can log in using their own PennKey and password. Remember, while it is OK to know another’s PennKey, PennKey passwords should never be shared. Sharing passwords is a violation of Penn's Policy on Acceptable Use Policy on Electronic Resources.

Follow these instructions to designate a proxy for your account:

  1. Log in to PPS on the web using your PennKey and password.
  2. At the Home page, click on Proxy Access in the left navigation column.
  3. At the Proxy Access Settings window, select the phone number of the account you want the proxy to manage from the Phone Number to Manage dropdown menu.
  4. Type the PennKey of the person you want to give proxy rights to in the Add a Proxy: box.
  5. Click the Add PennKey button. The user’s PennKey is added to the Proxies listing, and PPS gives the user access to your account information.
  6. Click Log Out to exit the account.

Removing another person’s access to your account

  1. Log in to PPS on the web using your PennKey and password.
  2. At the Home page, click on Proxy Access in the left navigation column.
  3. At the Proxy Access Settings window, select the phone number of the account you want to update from the
  4. Phone Number to Manage dropdown menu.
  5. From the Remove a Proxy dropdown menu, select the user whose access you want to remove.
  6. Click Remove PennKey. The user’s PennKey disappears from the Proxies listing, and PPS removes his/her access to your account information.
  7. Click Log Out to exit the account.

Logging into account for which you are proxy

Once you have been given proxy access, follow these instructions to log into the account:

  1. Log in to PPS on the web using your PennKey and password.
  2. Click on PennNet Phone and Voice Mail in the left navigation column.
  3. On the PennNet Phone and Voice Mail page, select the account owner’s phone number from the Phone Number to View or Update Information dropdown menu. The phone number you selected appears at the top of the page and the page displays the current settings for the account.
  4. When you have finished updating the account, click Submit. Changes take place immediately.
  5. Click Log Out to exit the account.

Alternatives to using a proxy

Use the following alternatives if you need help managing incoming calls and voice mail but do not want to assign a proxy.

  • Change your voice mail delivery method to Email and Telephone, and then enter the email address of the person who will manage your voice mail in the Email Address for Voice Mail Delivery field. This will enable the person to listen to your messages when they access their email account; it will also provide you with a copy of incoming calls. You will still need to log into your voice mailbox and manage these calls (listen, save, delete) on your return.
     
  • Use Call Forward All. You can redirect incoming calls to another telephone (on campus, off campus, or cellular). Please note: the Call Forward All destination number may be displayed to other PennNet Phone subscribers when this feature is enabled. And remember, call forwarding can only be activated via PPS. You cannot activate call forwarding from your handset.

Phones and voice mail used at Penn have either Penn-specific or vendor-provided user documentation available. All vendor-provided documentation is distributed when phones are installed. Additional copies of vendor-provided documentation can be requested from Networking Customer Service Center. The links below are to Penn-specific documentation.

Phones

Telephone Sets Guides

Polycom VVX 201

Polycom VVX 201 Phone Set

Recommend use - As a wall phone in common areas such as hallways, labs, and lobby areas. A good fit for a location or position with light to moderate phone usage. The VVX 201 conveniently fits into the existing wall mount that supports Polycom SoundPoint 321 handsets currently installed on campus.

This phone is not recommended for desktop. It does not have physical buttons/keys for hold, transfer, and voicemail. Additional tools accessible through the Apps Softkey are not currently supported on this phone; this includes the Public view of the Penn Directory, Intercom Directory, as well as access to news and local weather.

  • Polycom VVX 201 Quick Guide - For PennNet Phone users, a one-page tip sheet that lists instructions for basic features such as tranferring a call, setting ringtones, and adding and dropping legs of conference calls.

Polycom VVX 401

Polycom VVX 401 Phone Set

Recommend use - Standard desk phone. The VVX 401 is a good fit for positions with occasional to heavy phone usage. This phone replaces both the Polycom 550 and 650 handsets currently installed on campus.

The 401 supports up to 12 numbers; with an expansion module a maximum of 34 numbers. The numbers can be a combination of campus phone numbers, intercom lines, as well as ACD lines. Spare line keys can be used as speed dial/favorites keys.

  • Polycom VVX 401 Quick Guide - For PennNet Phone users, a one-page tip sheet that lists instructions for basic features such as tranferring a call, setting ringtones, and adding and dropping legs of conference calls.

Polycom 321

Polycom 321 Phone Set

NOTICE:
Polycom has announced the End of Life date for the SoundPoint 321 telephone set. Our supply of these phones has been exhausted, and we have begun installing Polycom VVX 201 handsets. Just like the 321 the 201 supports one or two lines. The VVX 201 conveniently fits into the existing wall mount that supports Polycom 321 handsets currently installed on campus.

Polycom 550

Polycom 550 Phone Set

NOTICE:
Polycom has announced the End of Life date for the SoundPoint 550 telephone set. Once our supply of these phones has been exhausted, we will begin installing Polycom VVX 401 handsets.

  • Polycom SoundStation IP 550 Quick Guide - For PennNet Phone users, a nine-page guide that explains the Polycom 550 phone features implemented at Penn.
  • Polycom 550/650 End User Express Guide - For PennNet Phone users, a two-page tip sheet that lists instructions for basic features such as tranferring a call, setting ringtones, and adding and dropping legs of conference calls.
    • Polycom 550/650 LSP Express Guide - For PennNet Phone LSPs, a two-page tip sheet that lists instructions for features such as hard and soft reboots, creating speed dial entries, making conference calls, transferring calls, and locating a set's configuration and call log information.

Polycom 650

Polycom 650 Phone Set

NOTICE:
Polycom has announced the End of Life date for the SoundPoint 650 telephone set. Once our supply of these phones has been exhausted, we will begin installing Polycom VVX 401 handsets.

  • Polycom 650 Quick Guide - For PennNet Phone users, a twelve-page guide that explains the Polycom 650 phone features implemented at Penn.
  • Polycom 550/650 End User Express Guide - For PennNet Phone users, a two-page tip sheet that lists instructions for basic features such as tranferring a call, setting ringtones, and adding and dropping legs of conference calls.
    • Polycom 550/650 LSP Express Guide - For PennNet Phone LSPs, a two-page tip sheet that lists instructions for features such as hard and soft reboots, creating speed dial entries, making conference calls, transferring calls, and locating a set's configuration and call log information.

Polycom Soundstation IP 6000

Polycom Soundstation IP 6000
  • Polycom SoundStation IP 6000 Quick Guide - For PennNet Phone users, a one-page reference that explains basic features for this conference speakerphone, such as placing a call, tranferrring a call, and initiating a 3-way conference call.

All PennNet Phone Sets

Features

  • How to Search the Penn Directory Using PennNet Phone Handsets - For PennNet Phone users, provides instructions on how to search the public view of the Penn Directory using your VoIP handset.
  • PennNet Phone Scheduler Quick Guide - For PennNet Phone users, provides instructions on how to use the PPS Scheduler feature.

Voice Mail

All Traditional Phone Sets
  • Traditional Phone Express Guide - For Traditional Voice users, a two-page reference that explains basic features. Some feature instructions for MBS sets may differ from those in this document.

 

You can search the public view of the Penn Online Directory using your PennNet Phone handset.

  1. Press the Applications  button
  2. Use the checkmark key  to select Penn Online Directory
  3. Use the keypad to enter the name of the person, and then press the Search softkey. The system will return a list of entries matching your search criteria
  4. Use the navigation keys to scroll through the search results and highlight a contact.
  5. Press the checkmark key to dial the contact.
  6. Use the Back softkey to return to the Search Penn Online Directory screen.
Search Tips
  • Navigation arrow - Navigate between pages of results using the navigation arrow located on the keypad.
     
  • Last Name field - You may enter all or part of the last name, but enter at least 2 letters.
     
  • First Name field - To narrow your search results, use the First Name field in conjunction with the Last Name field. You can enter all or part of the first name.

    You can also perform a search using only the first name. This may be a quick way to search if the person has a unique name.
     
  • Erasing letter(s) - To erase a letter, press the checkmark key .
     
  • Names with an apostrophe - If the person’s last name contains an apostrophe, you must type in the apostrophe. The symbol can be found under the number 1.
    Example: Search for "O’Brien":
    1. On the key pad, press the number 6 three times for the letter o
    2. Press 1 four times for the apostrophe
    3. Press 2 two times for the letter b
    4. Press Submit
       
  • Wildcard searches - You may also use "wildcard" characters within name fields. Use "*" (asterisk sign) to match one or more characters at the start of, or within, a name. This is useful if you aren't sure of the spelling.
    Example: "*Donald" finds "Macdonald" and "McDonald"; "n*man" finds "Nyman", "Newman", and "Norman".
     
  • Viewing multiple pages of results - The phone screen display only permits 8 to 10 listings. The number of results found are listed near the bottom of the phone's display screen, e.g., "Records 1 to 8 of 101." You can view multiple pages of results by using the checkmark key to select Next Page.

Example: Search for "Smith" returns multiple pages of search results. To view all pages, use the checkmark key to select "Next Page."

    1. Use the navigation arrow on the keypad to scroll through the first list of names
    2. At the end of the list, use the checkmark key on the keypad to select Next Page
    3. Use the down navigation arrow keys to contiue scrolling through the pages
Improving results
    • If you get too many responses, or see the message "An error occurred. Your query generated too many results; be more specific.," try using more letters to limit your search results.
       
    • Check to be sure the name is spelled correctly .
       
    • If an individual has a unique first name, search by first name to get fast, narrower results.

 

ISC Client Care is the point of contact for all incidents and service requests related to PennNet Phone.

Support is available during normal business hours, Monday through Friday, 8:00am until 6:00pm (except on University holidays). To report critical issues outside of business hours, please call ISC Client Care at (215) 898-1000 and follow the prompts to reach ISC’s after-hours on-call support resources. Support outside of business hours is provided on a best effort basis. 

Clients may also submit requests at any time via ISC’s Support Center. Please note, however, that these requests will be reviewed during regular support hours only.

If there is a local power outage that affects your PennNet Phone; calls to your PennNet Phone will be directed to voicemail or an intercept message depending upon how your phone is configured.

No. The beep is heard only on the handset of the PennNet Phone user.

Yes. PennNet Phone instructional videos are offered for support providers and end users in Knowledge Link. Please register for training at Knowledge Link at knowledgelink.upenn.edu and search PennNet Phone.

User Guides are available for download from the User Guides tab on this page.