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ISC N&T: Telephony Service for Retail Customers

New Customers

All telephone service to the University of Pennsylvania’s campus runs over the university’s telephony infrastructure. If you are a retail establishment renting space in a building on Penn’s campus and you order telephone service from a commercial vendor (Verizon, AT&T, etc), you will also need to contact the University’s Networking and Telecommunications (ISC N&T) organization to request that the commercial vendor’s service be extended across the university’s telephony infrastructure to your location. Extending service will be scheduled within 10 business days of your request.  In order for work to be completed, you will be billed on a “Time & Material” basis for this work.  ISC N&T can accept a valid credit card for these charges.  No work will be performed without the proper billing information being provided in advance.

Existing Customers

If you are an existing retail establishment experiencing telephony service problems, you need to contact ISC N&T to ask that the problem be investigated by an ISC technician before reporting the problem to your commercial vendor.  ISC N&T will dispatch a technician to troubleshoot the communication problem.  ISC N&T can only troubleshoot the communication lines between the building demarcation point and the retail establishment’s demarcation point.  If the problem is isolated to either the commercial vendor equipment or within the retail establishment, the retail establishment will need to coordinate with either their private telecommunication vendor (for establishment site problems) or the commercial vendor, if the problem is determined to fall within their network. 

In these ever challenging economic times and in order to support your dial tone to a commercial vendor, ISC must charge out our expense for maintaining the infrastructure that your dial tone is transmitted across.  Prior to dispatching an ISC technician, the retail establishment will need to provide a valid credit card for the potential billing of charges.  If the problem is determined to fall outside of ISC’s network, then the retail establishment will be responsible for the time spent troubleshooting the network.  Charges will be billed on a “Time & Material” basis.  ISC cannot correct any issues that are determined to be within the retail’s site network nor the commercial vendor equipment/network.  If the problem is determined to fall within the ISC network, repairs will be made without cost to the retail establishment.
 

How do I request that my telephony service be extended or that a new phone jack be installed in my retail space?

First, set up an account with the University’s Information Systems and Computing organization by calling 215 898-3377. Billing will need the following information to set up your account:

  • Business Name
  • Contact Name
  • Contact Email
  • Business Address
  • Phone Number
  • Credit Card Number (to be given verbally – do not send via email) and expiration date

Next, contact our customer service team by calling 215 746-6000 or writing to service-requests@isc.upenn.edu. A project leader will take your request and schedule the work to be completed.

  • For each phone number or circuit delivered to you by your vendor, please request cable and pair information be given to you. Once you receive it, forward the information to Networking and Telecommunications’ Service Desk by writing to service-requests@isc.upenn.edu. Providing this information will assist us in quickly extending your service.
  • Your telephony service will be extended across university infrastructure to a central location within your retail space. Once it is extended, you are responsible for having the service extended to the locations within your space where it is needed.
  • Phone number extensions across university infrastructure can normally be scheduled for completion in 3-5 business days. Requests made during our peak season (July – September), however, will take up to 10 business days to complete.
  • Networking and Telecommunication’s current installation rate is $65/hour. Full list of Labor Rates.

How do I request assistance in troubleshooting a telephony problem on my Verizon (or AT&T or other telephone service provider) line extended across the University’s infrastructure?

Report problems with telephone service to the ISC N&T Customer Service Center team by calling 215 746-6000. Repair services are provided from 8:00 a.m. to 4:00 p.m., Monday thru Friday. Response to your request is generally provided within 1 business day of receiving your report.

What to expect

University technicians will troubleshoot the university’s infrastructure for problems with your phone service. ISC’s troubleshooting will be billed on a “Time & Material basis at the then current rates.   If the problem occurs:

  • In your establishment, we will inform you, and you will need to request assistance from the contractor who installed service within your store.
  • On the university’s infrastructure, it will be repaired at no cost to you.
  • Outside of the university’s infrastructure, you will need to report it to your service vendor. They may charge you to troubleshoot the problem.

In these ever challenging economic times and in order to support your dial tone to a commercial vendor, ISC must charge out our expense for maintaining the infrastructure that your dial tone is transmitted across.  Prior to dispatching an ISC technician, the retail establishment will need to provide a valid credit card for the potential billing of charges.  If the problem is determined to fall outside of ISC’s network, then the retail establishment will be responsible for the time spent troubleshooting the network.  Charges will be billed on a “Time & Material” basis.  ISC cannot correct any issues that are determined to be within the retail’s site network nor the commercial vendor equipment/network.  If the problem is determined to fall within the ISC network, repairs will be made without cost to the retail establishment.

Last updated: 03/06/09

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