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PennNet Phone: How Do I Make the Switch?

ISC Networking & Telecommunications now offers two types of telephone service: PennNet Phone and traditional phone service. Regardless of your choice, N&T Customer Service will work with you to ensure that you select the service and features that best meet your communication needs.

If you're interested in switching to PennNet Phone Service, here's what to do to get started:

1. Read the Questions to Consider before Switching to PennNet Phone and review 7 Important Things to Know about PennNet Phone. This information will help you to decide if you should switch to PennNet Phone.
   
   
2. Review the key differences between PennNet Phone and traditional phone service. For pricing differences, see Lines & Equipment Rates  and Voice Mail Rates . Also, take a look at additional features planned for future implementation.
   
   
3. If the current feature offerings meet your communication needs, contact N&T Customer Service to schedule a consultation and discuss a preliminary installation date.
   
   
4. Based on the N&T Customer Service consultation, inform your Local Support Provider (LSP) of your preliminary installation date.  Because PennNet Phone uses the University's standard model of computing support, only LSPs are authorized to place trouble tickets to resolve service problems. LSP contact information is listed in the Primary Support Services page .
   
   Remember: Although PennNet telephones look and behave like traditional phones, they are actually data or IP devices because they run over PennNet, the University's data network. Therefore, support for these new devices require a set of skills similar to those required for support of networked PCs.
   
   
5. Complete the following service form:
   
   
   • PennNet Phone Excel Spreadsheet - This form requests information required for the configuration of PennNet phone sets, such as Pennkey names, wallplate ID, voice mail delivery options, budget code, make and model of the PennNet phone desired, and the make and model of the phone currently in use. (PennKey required).
   
   
6. Submit completed service form to N&T Customer Service. N&T Customer Service will confirm your installation date for PennNet Phone service.

Questions to Consider before Switching to PennNet Phone

1. Is the decision to install VoIP telephones supported by the Business Administrator (BA) or Information Technology (IT) Director of your department?
   Service can be ordered by the person authorized by his or her department to do so, such as a Business Administrator or the Local Support Provider (LSP).
   
   
2. Who is requesting PennNet Phone service?
   Telephone service can only be requested by the person authorized by his or her department to do so, such as a Business Administrator (BA) or a Local Support Provider (LSP).
   
   
3. Is your LSP trained to support PennNet phones?
   Only Local Support Providers (LSPs) are authorized to place trouble tickets to resolve problems with VoIP phones.
   
   
4. Are multiple numbers needed on the handset?
   If multiple numbers are needed, contact N&T Customer Service to discuss differences in the functionality between multiline IP telephones and ‘traditional’ Centrex multiline sets.
   
   
5. Is more than one telephone number per set needed? 
   With a single telephone number on a set, you can conduct two calls.  By putting a current call on hold you can generate a second call using just a single number.  By using the Call Waiting feature you can accept a second incoming call, or let that call route to voice mail if you opt not to answer it. 
   
   
6. Are intercom features needed?  
   Currently, PennNet phones do not support this feature.
   
   
7. Are Authorization Codes needed to track or control telephone usage? 
   Currently, PennNet telephones do not support this feature.
   
   
8. Is there an available Ethernet port? 
   Each person needs an available 10Base-T Ethernet port dedicated for the new VoIP telephone. See the PennNet Wiring Standards  page diagram of the Ethernet port.
   
   
9. Is there an available electrical outlet?
   Electric power is necessary for VoIP telephones. All telephones must be plugged into an electrical socket.
   
   
10. Is voice mail service needed?
    PennNet Phone service uses the new voice mail system.
    
    Note: The University is migrating to a new voice mail system which will replace the current system which has been in use for more than 10 years.  Be aware that you cannot forward voice mail messages from Octel mailboxes (traditional phone service) to a mailbox on the new system (PennNet Phone service).
    
    
11. Are there VoIP sets in your area/department now?

7 Important Things to Know about PennNet Phone

1. Signed Terms of Agreement: Each PennNet Phone subscriber must read, sign, and date this agreement. By signing this agreement each user acknowledges that he or she has read and understood the terms of the agreement and the limitations of the 911 services. Agreements must be signed and returned to ISC N&T Customer Service Center prior to installation. Depending on your School or Center, an LSP, BA, or Telephone Coordinator may coordinate signing and returning agreements to N&T Customer Service.
   
   
2. Moving Phones & Emergency Calls: It is critical to follow the proper procedure for moving a VoIP telephone. Failure to do so may result in emergency personnel not arriving at the proper location when an emergency call is placed, especially if the caller is unable to give an address.
   
   Procedure for Moving VoIP Phones: If for any reason it is necessary to change the registered location of a VoIP phone, you must contact your LSP (Local Support Provider). The LSP will provide the new location information to ISC or in some cases will update the location information directly by logging into the PPS web portal.
   
   
3. Support: The PennNet Phone service uses the University's standard model of computing support. Your LSP will ensure that information needed to convert to PennNet Phone service is accurate, provide on-going support, and provide end-user training, if necessary.  
   
   
4. New Voice Mail System: PennNet phones already use the new voice mail system.  Functionality of the new system is similar to the old although some prompts and key presses are different. Be aware that you cannot message directly between a mailbox on the new system (Asterisk) and the old system (Octel).
   
   
5. Power Outages: If a VoIP phone loses power, you cannot make or receive phone calls. However, voice mail will continue to function: log into the PPS web portal and redirect phone calls to a working phone.
   
   
6. End User Documentation: Instructions for setting up your new voice mail system and all vendor produced documentation is distributed at installation. Additional printed materials are available at User Guides.
   
   
7. Billing Process: Nothing's changed. The billing cycle remains the same and monthly telephone bills are still available to authorized persons through Ben Reports in an easy-to-read format.