Many organizations on campus have a staff member in their business office who coordinates phone requests. You may want to ask this person to report your line problem(s).Working with a designated staff member is particularly helpful when more than one phone line in an area is without service.
Telephone Support Providers
Just as most schools and centers have Local Support Providers, or LSPs, to address computing questions and problems, departments with PennNet Phone also have Telephone Support Providers, or TSPs, to address questions and problems regarding PennNet Phone Service. For some departments, your LSP will also be your TSP; in others, you TSP may be another staff member, or even your BA. If you are not sure who your department's TSP is, contact your BA for more information.
How to Request a Repair
To request service repair, follow the instructions in the table below.
You can review the current status of open Traditional Phone and PennNet Phone repair requests using the new My Service Requests feature. Any open or recently closed tickets that you reported will be listed for you with details regarding troubleshooting each problem. Any feedback you have in regard to this service would be greatly appreciated.
|Traditional Phone||Traditional Voice Support Form||Faculty/Staff|
|PennNet Phone*||PennNet Phone users should report service problems to their Telephone Support Provider (TSP). If a TSP has a PennNet Phone support problem that they cannot repair, they can report the problem through the PennNet Phone Support Form.||Telephone Support Provider|
|Traditional Voice Mail||Submit all requests using Online Forms||Faculty/Staff|
|PennNet Phone Voice Mail||To report Voice Mail service problems, contact your TSP. TSPs should report Voice Mail problems to the ISC Client Care.||Telephone Support Provider|
|Call Center||Call center agents should report all service problems to their supervisors. Supervisors should contact ISC Client Care to report problems.||Call Center Supervisor|
* PennNet Phone is a standard networking service that falls into the P4 support category offered by ISC Network Operations. The Standard Service Level Agreement for this service guarantees a resolution (or a workaround until a resolution can be found) to any P4 problem by the next business day.