Telephone Support Providers

ISC Networking and Telecommunications recommends that departments identify a Telephone Support Provider (TSP) to be responsible for ordering and supporting telephone services.  The TSP may be the staff member who supports the traditional telephone service or an IT LSP. All installation requests should be made using N&T's Online Order Forms. ISC requests 10 business days notice for all voice installation requests.

Support Requests /Trouble Reporting

Support Requests should be made using N&T's Online Support Forms.The standard service level agreement offered by ISC Network Operations is to respond to a support request within 4 hours with a resolution provided within one business day.

PennNet Phone Support Training

A TSP/LSP should attend two of ISC’s PennNet Phone Lunch-time learning sessions before migrating to PennNet Phone. To register for one of these training sessions, go to Penn Knowledge Link.

Getting to VOIP - This training is designed for departmental Telephone Support Providers who are planning to start the process to convert to PennNet Phone. The trainer will review the process for migrating to PennNet Phone. The topics covered include: telephone audits, collecting the necessary data to convert to PennNet Phone, and how to place orders using ISC's new Order Management System (OMS). This course is offered the first Tuesday of every month.

Supporting PennNet Phone - This training is designed for departmental Telephone Support Providers who are assigned to support the PennNet Phone service for their end users. The training includes: 1) An overview of the PennNet Phone service and features 2) Instructions regarding how to order the service 3) Instructions regarding how to support the service. This course is offered the third Tuesday of every month.

End user training is also available for PennNet Phone users. TSPs may want to recommend this training to those whom they support.

Using PennNet Phone - This training is designed for PennNet Phone users who would like to learn more about the telephone service capabilities. The trainer will review how to change phone settings (ring-tones, personal directory, voice mail options), how to use the telephone web service, how to manage voice mail as an email file attachment, how to transfer calls and more.