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PennNet Phone Voice Services

Penn’s Telephone & Voice Mail Services uses VoIP (Voice over IP) technology. VoIP offers a host of features and benefits not available with traditional analog phone service. Penn’s original VoIP service is called PennNet Phone.

Please note: Clients of the PennNet Phone service are being migrated to the more modern and robust PennFlex Phone service. The PennNet Phone service is slated for retirement on June 30th, 2023. If your organization has not yet transitioned to PennFlex Phone, please contact ISC Client Care to learn more about this process.

Service Overview

PennNet Phone is an integrated voice mail service and web service. The web service, PPS (PennNet Phone Service), allows you to manage features anywhere you have access to a web browser. The voice mail service enables you to receive your voice mail messages as an email file attachment.

PennNet Phone offers new and different ways to manage phone calls, expanding your ability to stay connected “anytime and anywhere” with your peers, colleagues, customers, family, and friends.

When you subscribe to PennNet Phone, you can:

  • Better manage your voice mail messages: Receive and check messages by phone or listen to your messages anywhere you have access to a web browser. Messages received in email are accessible as .wav audio file attachments.
     
  • Be more accessible to callers: Manage call forward from anywhere you have access to a web browser.
     
  • Save time: Manage your own voice mail passwords. You can change passwords and reset forgotten passwords without having to contact Networking & Telecommunication's Customer Service. Passwords are changed in real-time.
     
  • Be more efficient: Let someone else make adjustments or changes to your PennNet Phone account when you're unable to do so. Your proxy can manage your account by logging into the PennNet Phone Services web application with their own PennKey and password.
     
  • Select from a variety of PennNet Phone handsets: Choose the handset features that best suit your needsa 2 line set (Polycom 321), a 4 line set (Polycom 550), a 6 line set (Polycom 650), or a single line set designed for conference rooms or conference calling (Polycom 6000).
     
  • Access more caller information: Easily view information on a larger display screen; conveniently track missed, received, and placed calls; enjoy one-touch access to voice mail; search and display results from the public view of the Penn Directory.
     
  • Enjoy popular calling features: Use these favorite calling features:
    • Advance One
    • Anonymous Call Rejection
    • Call Forward All
    • Call Forward on Busy
    • Call Forward on Ring No Answer
    • Call Hold
    • Call Transfer
    • Call Waiting
    • Caller ID
    • Caller ID Block
    • Do Not Disturb
    • Message Waiting Lamp
    • Scheduler
    • Stutter Message Waiting
    • Three-Way Conference Calling
       
  • A Word About Support: Many organizations on campus have a staff member in their business office who coordinates (and is more familiar with processing) phone requests. You may want to ask this person to report any line problem(s). Working with a designated staff member is particularly helpful when more than one phone line in an area is without service.

The web service, PPS (PennNet Phone Service), allows you to manage features anywhere you have access to a web browser. The voice mail service enables you to receive your voice mail messages as an email file attachment.

 

The following services will remain on the traditional (analog) infrastructure:

  • Fax
  • Security lines (desk, corridor, mechanical rooms)
  • ATM machines
  • Elevator phones
  • Emergency phones (garages, exterior buildings)
  • Security system panels that use telephone lines
  • Lines to support R&D in labs (e.g. explosion proof phones)
  • Cordless phones
 

ISC in partnership with the Division of Public Safety provides emergency phone (e-phone) services for buildings, surface lots, parking garages, and elevators. The e-phones are designed to automatically dial the University Police. To reach University Police, press the RED button next to the word "HELP".

Gai-Tronics Emergency Phones

 elevator

Gaitronics phones are used for the e-phone service. The e-phones are automatically polled once a day to check service operation. If a troubled state is detected, then a service repair request is automatically created and dispatched as a priority repair.

Ordering Overview

Please note that because this service is slated for retirement on June 30th, 2023, it would be rare we would activate new PennNet Phone service connections at this point. Instead, please contact ISC Client Care to learn more about ISC's new VoIP service, PennFlex Phone.

Emergency and Campus Dialing instructions from PennNet Phone and Traditional Phone. Click on a plus sign [+] to view additional information and a minus sign [-] to hide it.

Emergency Penn Police

On campus from traditional phone 511
On campus from PennNet Phone 511
Off campus 215-573-3333

Emergency Philadelphia Police/Fire

On campus from traditional phone 911 or 9 + 911
On campus from PennNet Phone 911 or 9 + 911
Off campus 911

PennNet Phone 911/511 Service Notice

There are some differences between traditional analog telephone service and PennNet Phone (VoIP), mainly VoIP’s non-working status during power and network outages as well as the customer’s ability to move the phone set to a new location. PennNet Phone 911/511 emergency calling services will not be available if:

  • There is a power outage resulting in loss of power to the PennNet Phone set
  • There is a network outage resulting in loss of network connectivity to the PennNet Phone set
  • You move your PennNet 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 Telephone Support Provider (TSP).
  • If PennNet Phone is out of service, use another phone to dial 911/511 or dial (215) 573-3333

911/511 Label
The handsets distributed for PennNet Phone Service come equipped with a 911/511 Service Notice label. Do not remove this label from your handset.

 

Campus 

On-campus extensions
898
573
746
417

8 + extension
3 + extension
6 + extension
7 + extension
Off-campus local 9 + phone number
Off-campus regional area 9 + area code + phone number
University Operator (M-F 8:00am to 8:00pm) 8-5000 or 215-898-5000

Long Distance Calls 

Long Distance 9 + 1 + area code + phone number

International Calls

Direct 9 + 011 + country code + city code + phone number

Pennsylvania Relay Service 

The Pennsylvania Relay Service allows persons using text telephones (TDDs) to communicate with hearing and speech-capable persons and vice-versa, through the assistance of specially trained operators. Relay service operators are available 24 hours a day, 7 days a week.
TDD Only Operator (800) 654-5984
Voice Only Operator (800) 654-5988

Directory Assistance

MAKING CALLS CONTACT WHEN FEE
Outside of the 215 area code Verizon Operator 9 + 0 24/7 .85¢ per call

 

Directories

DIRECTORY CONTENTS   FEE
The public view of the Penn Online Directory contains contact information for faculty, staff, and students and can be viewed by anyone with an Internet connection. The Penn view of the Penn Online Directory requires viewers to login with a PennKey and password.
Penn Online Directory Contact information for faculty, staff, & students
  • Add or update your record online (PennKey required)
  • PennNet Phone users can access the public view of the directory using their phones
No charge
Penn Mobile Directory Contact information for faculty, staff, & students
  • For handheld devices with a web browser
No charge

Each line is assigned a Network Class of Service (NCOS) that controls the types of calls that can be made from that line. To allow a user to dial all domestic and international numbers at any time, for example, choose NCOS code number 1 (the default NCOS). Or if you want to restrict phone lines on courtesy telephones in public areas, NCOS codes 12 or 19 will more likely meet your needs. Our most commonly used NCOS options are listed below. Additional options are available for special circumstances.

Unless noted, all NCOS permit incoming calls, call transfers, and calls to University operators. All lines are blocked from making calls to 900/976 numbers. All lines permit emergency dialing.

To change one or more dialing restrictions for a line, contact your LSP (Local IT Support Provider).

 

CLASS OF SERVICE OPTIONS FOR PENNNET PHONE SERVICE

NAME NCOS PERMISSIONS RESTRICTIONS SUGGESTED USES
Unrestricted Domestic and International

1

International
Domestic
Local/Metro
Philadelphia
Campus
Toll free
No calls to 900/976 Administrators with overseas contacts

Faculty with international collaborators
Domestic Unrestricted

2

Local
Metropolitan
US Long distance
Toll free
No international direct dialing calls
No calls to Operator (9 +0)
No calls to 900/976
Administrative users
Philadelphia Metropolitan Area

3

Local calls to 610 & 215
Toll free
No 1+ calls (except some 610)
No calls to Operator (9 + 0)
No calls to 900/976
 
Philadelphia Only

4

Philadelphia only
Toll free
No calls outside city
No calls to Operator (9 + 0)
No calls to 900/976
 
Campus Only

9

Outgoing calls to other campus phone numbers No 9 + calls
No calls to 900/976
Hallway courtesy phones

 

PennNet Phone: Getting Started

Once you have a PennNet Phone, you can get started using your new service in just a few quick steps. Click on a plus sign [+] to view additional information and a minus sign [-] to hide it.

PennNet Phone Service (PPS) - A web service that allows you to manage certain telephone features and voice mail options.

Telephone Support Provider (TSP) - A person in your department who can offer assistance and troubleshooting support for your PennNet Phone service.

  • Departments with PennNet Phone service have Telephone Support Providers to address questions and problems regarding PennNet Phone Service.
  • For some departments, your computer support person will also be your TSP; in others, your TSP maybe another staff member.
  • If you are not sure who your department's TSP is, contact your BA.

Choose your voice mail delivery option and create a mailbox password.

  1. Log into PPS (PennKey authentication required).
  2. Within PPS, click "Features and Voice Mail" in the left column.
  3. At the Features and Voice Mail Settings page, verify your phone number is listed at the top of the page.
  4. Choose your preferred voice mail delivery option – 1 thru 4.
  5. Type a new password in the Enter New Password field which is located at the bottom of the screen.
  6. After you have set a voice mail password, you can logout and begin to use your phone.
  7. To check your messages, dial 6-8000 from any campus phone and then follow the prompts. If you wish, you can also record a greeting after logging into your voice mail account.

Find handy documentation for your new voice mail service.

  • Download (or read online) a 10-page PennNet Phone Voice Mail User Guide for detailed instructions of the entire service.
  • Additional Voice Mail Quick Guides are available on the User Guides page (scroll to the bottom of the page).

Learn more about PennNet Phone features.

Review how to report a service problem.

Note answers to "frequently asked questions" while getting started.