PennNet Phone Information for Local Support Providers

The PennNet Phone service uses the University’s standard model of computing support. All problems, feedback, suggestions, etc. should be funneled through School/Center's Local Support Providers (LSPs). LSPs will escalate trouble tickets to the Provider Desk , ISC’s help desk for IT Staff at prodesk@isc.upenn.edu.

Note: See also PennNet Phone Known Issues.

As a Local Support Provider, it will be your responsibility to:

• In conjunction with school/center leadership, help to make decisions about who in your area would be good candidates for the PennNet Phone Service. Some schools/centers have opted to have BAs and/or Telephone Coordinators be the primary people coordinating/ordering PennNet Phone Service.  In those cases, as an LSP, you need to work with them to ensure that you are ready to support the phones as they are installed.
  
  
• Coordinate, in conjunction with BA or Telephone Coordinator as applicable, all aspects of the deployment of PennNet Phone service in your local area, which includes preparing users and setting expectations about the day of installation and the ongoing service, distributing PennNet Phone documentation, and providing training to your users, as necessary.
  
  
• Provide ISC with information about who in your area should receive this service, by filling out the PennNet Phone Excel template and mailing it to service-requests@isc.upenn.edu.  Some schools/centers have opted to have local BAs and/or Telephone Coordinators be the primary people ordering PennNet Phone Service.  LSPs will need to work with them to ensure the data is accurate, especially related to the wallplate ID.  The ISC intake representative will ask for:
  
  
  • Phone user’s name, PennKey, email address, building/room location, wallplate ID of available data (Ethernet) port, and existing telephone number (if applicable).
    
    
  • LSP’s name, PennKey, and email address.

• Prior to installation, forward 511/911 Service Agreement Letters signed by each of your users to ISC Networking and Telecommunications (221A, 3401 Walnut/6228). For more information, see the Emergency Dialing Information page.
  
  
• Attend an LSP information session and PennNet Phone set demo. Contact Amy Phillips at amyp@isc.upenn.edu for more information.
  
  
• Provide on-going technical support to PennNet Phone users, which includes forwarding service information from ISC to your users, and escalating trouble tickets to the Provider Desk, 573-4017, prodesk@isc.upenn.edu.
  
  
• Provide feedback to the Provider Desk about all aspects of the service (deployment processes, support channels, documentation, etc.)
  
  
• Participate on an email discussion list just for LSPs who support PennNet Phones (lsp-voip@lists.upenn.edu). ISC will use this email list as a communication channel to broadcast information about the service, new features, outages, meeting notices, etc.

Presentations & Updates

• PennNet Phone Update - May 2007 (PPT)