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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 VoIP service is called PennNet Phone.

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

PennNet Phone service can be ordered with ISC Client Care by going directly to Support Center or through the Order Management System (OMS)

Before you place an order, you may want to review the information below.

  • Choose Your Phone Set 
  • Select Your Voice Mail Options 
  •  Assign NCOS (Outbound Calling Permissions/Restrictions)

The Order Management System (OMS) allows you to order and monitor your PennNet phone orders online. With OMS, you can order new PennNet phones, make changes to your existing PennNet phones, view order details, and track the progress of your order. If you do not have access to OMS, please contact ISC Client Care.  Only persons authorized by their department or School can request new telephone service or changes in service. You may also find answers to your questions on the OMS User Guide and Tips section below.

OMS User Guide



Completed Order Email Notifications

When an ISC technician or project manager closes an order, an email notification is generated by the application. All order contacts (requester, LSP, BA, main contact, if listed) receive a copy of this email. The purpose of the notification is to let you know that your order has been completed and to provide you with a summary of the one-time charges associated with the order.

  • Other orders associated with this one: When an order is submitted, it is sometimes split into more than one order. If this is the case with your order, any associated orders will be listed here.
  • Changes were made in: This lists the building code for each building in which a change was made while completing this order.
  • The following budget code(s) will be charged for the one-time charges: All one-time budget codes listed on this order appear here. If the listed budget code begins with 910, then ISC is covering the one-time charges.
  • To request order details, contact: This is the name of the person listed as the order's requester. The contact can look up more detail for this order, either by logging into OMS  or by contacting ISC Client Care.
Status

As ISC staff complete an order, they follow a set of steps (called a workflow) to provide service. These steps are called Statuses in OMS. Each workflow has its own set of steps. Here is a list of the statuses in each workflow and what they mean:

  • Ops
    • Scheduled: A tech lead is reviewing your submitted order and will assign a technician.
    • Dispatched: A technician has been assigned. The tech will reach out, if necessary, to coordinate with you.
    • Installed: Requested work has been completed. The technician has submitted the order for the final review.
    • Completed: Service has been reviewed and forwarded to ISC Finance for billing. A copy of the charges has been sent to all contacts on the service order.
    • Billed: Installation fees have been charged based on the services completed.
  • VoIP
    • Pending review: Submitted order awaiting review by a PennNet Phone specialist.
    • Pending scheduling: Order has been approved for work. It is awaiting scheduling with a technician and Verizon.
    • Scheduled: The order has been scheduled with Verizon. A tech lead will assign a technician.
    • Dispatched: Assigned to a technician. Work will be completed on the Desired Completion Date.
    • Installed: Requested work has been completed. The technician has submitted the order for the final review.
    • Completed: The order has been reviewed by a manager and forwarded to ISC Finance for billing.
    • Billed: Installation fees have been charged based on the services completed.
  • VoIP Wiring and Wiring
    • Pending PM assignment: Order has been submitted and is awaiting a Project Manager (PM) assignment.
    • Pending PM administrative planning: Order has been assigned. PM is coordinating wallplate installation work.
    • Scheduled: Installation work is complete. A tech lead will assign a technician to complete activation work.
    • Dispatched: Assigned to a technician who will complete activations.
    • Installed: All requested work has been completed. The technician has submitted the order for the final review.
    • Completed pending PM review: Order has been reviewed by a technician manager and forwarded to PM.
    • Completed: The order has been finalized by PM and forwarded to ISC Finance for billing.
    • Billed: Installation fees have been charged based on the services completed.
Workflows

To provide the various services you can request through OMS, ISC staff follows processes called Workflows. If you submit an order for services that require ISC to follow more than one Workflow to complete your order, the order will be split into multiple orders by Workflow. Here is a list of Workflows:

  • Ops: Used to complete port activation/change/deactivation requests
  • VoIP: Used to complete PennNet Phone conversions, installations, upgrades, and deactivations.
  • VoIP Wiring: Used to complete wiring for PennNet Phone orders.
  • Wiring: Used to complete installations of new wallplates, add new wires (ports) to existing wallplates, and demo wallplates.

Getting Started

  • The following Data Services can be ordered using OMS:
    • Port activations/deactivations
    • Port changes to service (e.g., PennNet to a private vLAN)
    • Port speed or duplex changes
  • Please limit orders to 25 items. For large orders, send requests to ISC Client Care by going directly to Support Center.
  • A budget code is required for all orders, so please have one ready.
  • Continue to send all wiring requests to ISC Client Care by going directly to Support Center.

Create Order: Provide Description, Budget Codes, Building, and Contacts

  • Under the My Orders section of the menu, click Create to create a new order.
  • In the Order Description field, enter your name and the building in which the work will be done.
  • Leave the Desired Completion Date field set to "ASAP" unless you want the work done on a specific date.
  • In the Install Charges field, type in the budget code to be charged one-time installation fees. Enter "ADMIN" into the Account ID field.
  • Type the first several letters of the building in which the work will be done (or the building code) into the Building dropdown. Select the building from the dropdown list.
  • In the Monthly Charges field, type in the budget code to be charged ongoing monthly fees. Enter "ADMIN" into the Account ID field. OR click the Same as Install link to copy the Install Charges budget code here.
  • Add the Main Contact using the Set from Directory link. If the contact is not in the directory, enter the information manually. Please note that each contact you include will receive a copy of the "Order Completed" email notification after the work is completed and the order is closed.
  • Add the LSP (leave blank if same as Main Contact).
  • Add the Business Administrator.
  • Add the Site Contact.
  • Use the Add Comment link to provide additional instructions (e.g., let the technician know how to access a restricted area, or provide alternate contact information).
  • Click the Continue button to move to the Products and Services section of the order.

Note: If a problem exists with your budget codes, you will get an error message when you try to navigate to another part of your order. For example, if you use Xs to represent the object code value (the 5th segment of the budget code), you will receive a budget code error message. The object code for Data Services is 5309.

Complete Products and Services Page: Add Order Items

  • To add a Data Services item to your order, click the blue Wallplate / Data Port button at the top of the screen.
  • Select the Change Services option.
  • In the Wallplate Prefix field, type in the first two segments of the port ID you want to change. The dropdown will populate with potential matches. Select the wallplate you want from the dropdown list. Then click Continue. A page will load with a representation of the wallplate you selected. For each port in our database, you will see the Port ID along with the service currently assigned to each port. If a port is inactive, no network type (e.g., PennNet, VoIP, private vLAN) and no service type (e.g., 10bt, 100bt) will be listed.
  • To change service on a port, click the Change link for that port. A popup specific to that port will appear. Select the changes you'd like, and click Submit. To request a deactivate, select the "blank" value at the top of the Network Type dropdown list.
  • When you have finished making changes to ports on this wallplate, click Continue. Your request(s) will be saved as an item on the Products and Services page.
  • Continue adding items to your order until you have recorded requests for each wallplate you'd like to change.
  • When you have added all of your order items, click the Submit Order button. Your order will be added to the Network Operations queue.
  • OMS will provide you with an eight-digit order number. Please make a note of the number in case you need to reference the order later.

Note: If an existing port does not appear on the wallplate (e.g., the wallplate is missing its u3 port), please save your order as a draft and email ISC Client Care by going directly to Support Center for assistance

Budget Codes

Budget Code validation relies on Ben Financials. When Ben Financials is down, OMS will validate against basic OMS business rules, but will not validate whether a Budget Code actually exists in Ben Financials.

  • Object Codes - Valid object codes include 5309, 5263, 1927, 1520, 1250. For most data orders, use 5309 as the object code. For most voice orders, use 5263 as the object code.
  • HUP Interfund - Charges against the HUP Interfund (210-2100-1-000000-1520-0000-0000) must specify a 6-digit "Lawson" cost center in the Account ID field.
  • Direct Bill - Enter a budget code of all zeros. Enter the direct bill account number (e.g. DB1010) into the account ID field.

Monthly Charges/Install Charges

OMS asks for two budget codes, one for monthly charges and the other for one-time install charges associated with service activation.

  • Monthly Charges - Provide a budget code for ongoing charges, like monthly port rental or phone set fees.
  • Install Charges - Provide a budget code for one-time labor and activation fees to cover work completed during order fulfillment.

 

OMS Tips


Do you need?:
  • Installation of a new wall plate
  • An additional port on an existing wall plate
  • To move an existing wall plates location

For wiring requests, please send a request to ISC Client Care by going directly to Support Center. The request should include building, room, budget code, site contact, business admin, and wall plate ID (if wall plate is already existing at location).

Chances are OMS may be missing a port or wall plate record.

Please check the following:

  • Are the wall plate and port physically there, wired, and labeled as you are entering it into OMS?
  • Are you entering the correct wall plate prefix? For example, if the wall plate is WAL360-1-U1, you should be entering WAL360-1.

If the above steps do not work and you are unable to locate the port, please contact ISC Client Care by going directly to Support Center for further clarification and assistance. Let us know what happened so that we can assist in completing/submitting your order.

When an ISC technician or project manager closes an order, an email notification is sent to each order contact (main contact, LSP, BA, if listed). The purpose of the notification is to let you know that your order has been completed and to provide you with a summary of the one-time charges associated with the work on that order. I highly recommend that you include your BA on all of your orders so that he/she is kept in the loop.

No problem, your draft order is saved and located under your Manage Drafts. Go to Manage Drafts, look for your specific order, and submit! You will know that we received your request once your OMS order changes status from Draft to Validate/Scheduled.

Please note: Orders in the draft do stay in our queue and are visible to our team until you submit them.  If you no longer need the order or service, please cancel/delete the draft order.

  • For data orders: Try entering 5309 in the 5th segment (the Object Code) to clear the error message out.
  • For voice orders: Try entering 5262 in the 5th segment to clear the error message out.

Keep in mind that for most budget codes the Account ID value will be ADMIN.

If the above steps do not work, please contact your Business Administrator.

For more about budget codes, go to the OMS Guide page and look for Budget Codes in the Financial section.

Install charges: one-time fees for the work being completed.

Monthly Charges: ongoing charges (like port service fees) that you see on your bill each month.

TIP: Want to save a few seconds?

If the Install and Ongoing charges are the same, click the Same as Install link to avoid re-entering the code.

  • Go to Order History
  • Select Recent (displays orders that were recently submitted)
  • Next to each order number are its Status and Workflow. These let you know how far along ISC is in completing the requested work.

  

 
 
 

 

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.