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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.

Telephone Service Orders & Repair Requests

Traditional and PennNet telephone service orders should be made using N&T's Online Support Forms. ISC requests 10 business days notice for all voice installation requests. Telephone support providers or an IT LSP can enter repair requests related to traditional phone service or PennNet phone service using N&T's Online Repair Request Form. The standard service level agreement offered by ISC Network Operations is to respond to repair requests within 4 hours with a resolution provided within one business day.

Converting Traditonal Phones to PennNet Phones

When considering converting traditional phones to PennNet phones, here are some important facts which may be helpful.

  • PennNet phones will not work during a power outage.
  • 911 and 511 services remain the same between traditional and PennNet phone services.
  • Security, fax, elevator phone, fire alarm, and modem lines will not be converted to PennNet phone service.
  • The following services are not available with PennNet Phone service:
  • Intercom Service
  • TRAC or AUTH class of service codes - these class of service codes require the customers to dial a code in order to make a long distance call. However, local and long distance charges are 50% lower than our traditional phone service.
  • Customers with high call volume should consider our ACD Call Center services.

PennNet Phone Support Training

Information Systems and Computing now offers an instructional video for PennNet Phone Support Providers. End user training is also available for PennNet Phone users. This 10-minute video replaces the PennNet Phone Lunch-time learning session training previously held on the third Tuesday of every month. Support Providers planning a departmental move to PennNet Phones or in need of a refresher on the PennNet Phone web service are encouraged to take this training.

PennNet Phone Support Training - 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 video course is offered through knowledge link at http://knowledgelink.upenn.edu

PennNet Phone User Training - This training is designed for PennNet Phone users who would like to learn more about using their PennNet Phone.This brief video will review how to change phone settings (ring-tones, personal directory, voice mail options) and how to use the PPS web service to manager their voice mail settings and forwarding options. This video course is offered through knowledge link at http://knowledgelink.upenn.edu

Order Management System (OMS) - Information Systems and Computing now offers an instructional video for PennNet Phone Support Providers who would like to order PennNet Phones via an online ordering system. The OMS service allows you to convert traditional phones to PennNet phones, install new PennNet phones and lines, change appearances on existing PennNet phones and disconnect PennNet phones and/or lines. If you are considering converting a large group of phones, you should still contact us at service-requests@isc.upenn.edu so that we can assist with coordinating your conversions. To access ISC’s Order Management System (OMS), you will need to watch a brief instructional training video through knowledge link at http://knowledgelink.upenn.edu

PPS changes permissions table:
Feature Telephone Support Owner Proxy
Call & V-Mail settings (including password)
Yes
Yes
Yes
Add/remove voice mail
No
No
No
Phone Settings (features)
Yes
Yes
Yes
Scheduler
Yes
Yes
Yes
Add/Remove Owner
Yes
No
No
Add/Remove Proxy
Yes
Yes
No
Add/Remove LSP
Yes
No
No
Ring Group/BLA
No
No
No
Dialing permissions
No
No
No
Change location
Yes
No
No

 



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Information Systems and Computing
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Information Systems and Computing, University of Pennsylvania