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PennNet Phone Service Frequently Asked Questions

Questions are grouped by topic. Click on a plus sign [+] to open a topic and a minus sign [-] to close a topic. Additional FAQ pages are listed to the right.

511/911 Emergency Dialing

Q: Can I remove the 511/911 label from off my phone?

A: No. The label must stay on your phone. It is there to remind anyone that might use your telephone how to reach assistance during an emergency.

Handset & Accessories

Q: My phone doesn't work. What should I do?

A: Contact your LSP.

Q: Can I move my phone to another office on campus?

A: No. For your personal safety it's critical that you do not move the handset. Emergency personnel would not be dispatched to the proper locale if the handset were moved without the approval and knowledge of your LSP and ISC Networking & Telecommunications and someone called 911 or 511. The other issue is obtaining departmental/school permission.

Q: My office is moving, and I need to move my phone. What should I do?

A: Contact your LSP. Your LSP must update the 511/911 emergency information with your new location.

Q: How many calls are stored in the Missed Calls Directory?

A: 99

Q: How many calls are stored in the Received Calls Directory?

A: 99

Q: How many calls are held in the Placed Calls Directory?

A: 99

Q: How many phone numbers can be stored in the Contact Directory?

A: 99

Q: The Contact Directory organizes it entries according to the order contacts were added and not by name or by phone number; can I sort the entries by name?

A: No you cannot sort entries by name; you can search for an entry by name either first name, last name or both. Contact Directory entries are stored locally in numerical order (according to speed dial index number).

Q: Is there a way to import personal contacts from an email account or other source into my Contact Directory?

A: No.

Q: Why do I see a name and number displayed on the phone screen when I receive some on campus calls but not others?

A: When another PennNet Phone user calls you, you will see both the name and 5 digit campus telephone number displayed. When you receive a call from a traditional campus phone you will only see the telephone number; unless you have that specific number entered into your contact directory. If that is the case you will see the telephone number and the name you assigned to that number.

Q: Can I use the PPS web application to manage the Contact Directory in my handset?

A: No.

Q: Can I delete information in the call logs?

A: (Instructions for a Polycom 550/650) Yes, you can delete an entry individually or clear a whole list with the push of a button. To clear a single entry highlight the entry, press the MORE soft key then press the CLEAR softkey.  To clear a whole list Press the MENU button, select CALL LISTS, CLEAR, then the list you wish to clear missed calls, placed calls or received call.

Q: Can I delete information in the contact directory?

A: Yes, Press the DIRECTORIES button, (scroll and) highlight the entry you wish to remove, press the MORE soft key, then the DELETE softkey.

Q: What is meant by restarting the phone?

A: Restarting the phone is a brief process similar to rebooting a PC. The process is necessary step to make certain software changes, such as turning off Call Waiting or changing the “owner’s” name so the correct name is displayed when you place a call to another PennNet Phone user.  The phone can be restarted using the PPS web tool or directly from the handset (known as a manual restart). To restart the handset press the MENU button, scroll to Setting, then Basic, the Restart Phone, press Select then YES to restart the handset. You will lose the information in the Call logs (missed, placed and received) when the handset is restarted so check the call logs before restarting the phone. Entries in the Contact Directory are not affected by restarting.

Q: Can I plug a computer into the PennNet Phone port on my wall plate?

A: No. The port is specifically configured for voice traffic only.

Q: What kind of headset can be plugged into the Polycom phones?

A: A headset compatibility list for Polycom SoundPoint IP phones is available on Polycom's web site.

Some of the compatible headsets listed on Polycom's web site are available through the Office Depot catalog, while others can be found at or as well as from the manufacturers.

Q: Can my department buy or use non-Polycom phones with our PennNet Phone service?

A: No. The VoIP phones currently supported are all Polycom models. We offer a wide range of handsets within the Polycom’s IP product line to meet your needs.  We are still working to reach the point where we are able to deal with the numerous technical issues wrapped around trying to support multiple phone devices from different manufactures.

Online Directory

Q: After the Penn directory link is implemented, will the caller ID show the person's name or only their phone number?

A: Entries in Penn's Online Directory, is accessible through the MENU button on the Polycom 320 and 6000 sets; it is available under the Application button on the Polycom 550 and under the Services Button on the Polycom 650 set. External Directory is not linked to the caller id setting of your Polycom handset. Caller ID will work in the same way that it currently does, that is if you are receiving a call from another PennNet Phone subscriber, you will see the name (or if the number is saved in your local contract directory). Otherwise, only the phone number (assuming that information was sent from the Public Switched Telephone Network) will display. Remember, callers can block their phone number from being displayed.

PennNet Phone Orders and Installation

Q: How can I sign up for PennNet Phone service?

A: Contact your LSP Leaving Voice website.

Q:Is it possible to plug in a registered PennNet Phone at New Bolton and use it?

A: We do not provide PennNet Phone service off campus at this point in time, PennNet Phone is an on campus service.

Power Outage

Q: What happens to my calls when we lose electrical power in the office?

A:If there is a local power outage that affects your PennNet Phone; Calls to your PennNet Phone may be directed to voicemail or an intercept message depending upon how your phone is configured.  During the power outage the following results can be expected:

  • Calls to a PennNet Phone without voicemail will be directed to an intercept message that states "The number you have dialed Is currently unavailable Please try again later.” "Thank you."
  • Calls to a PennNet Phone with voicemail will be directed to the voice mailbox for that number; callers will hear the mailbox greeting and can leave a message.
  • Calls to a PennNet Phone that has call forward ring no answered defined, inbound calls will be directed to the call forward no answer destination number.
  • Calls to PennNet Phone number that appears on multiple handsets inbound calls still ring on the remaining handsets that have power. If all handsets where the number appears are off-line then the above off-line behavior occurs.

We suggest you check for new voice mail messages during the power outage and immediately following the restoration of power. Visual Message Waiting indictors such as lamp & the envelope icon need to be synchronized with your mailbox after power outage. Remembering to check for messages is especially important for voice mail accounts that do not use any form of email notification of new messages.

For scheduled power outages consider logging into the PPS web tool prior to the outage and using Call Forward All or Advance One to direct your number to another destination: such as another campus number not affected by the power outage or your cell phone

Security & Privacy

Q: Have any security holes been found in the software? And if so, how does the patching work?

A: Presently, there are no known security holes in the software. If any are found, the software will be updated remotely.

Telephone Features

Q: Does the person you are speaking to hear a break in your voice when the call waiting beep occurs?

A: No. The beep is heard only on the handset of the PennNet Phone user.

Q: Do I have to dial a 9 before making an off-campus call?

A: Yes. Dial 9 before placing any off-campus call: failure to do so may prevent your call from being completed.

Voice Mail Features

Q: What are my voice mail options with the new VoIP phone?

A: The voice mail system sends a notification to your handset or to your computer letting you know when you have new messages waiting. Your voice mail delivery method determines how you access those messages.

Q: How many times will my phone ring before it goes into voice mail?

A: Your phone generally rings 4 or 5 times before a call goes to voice mail.

Q: Can I adjust how many times my phone rings before the call is sent into voice mail?

A: The number of rings before a call is directed to voice mail is a global setting that is not currently adjustable on a per mailbox basis.

Q: How long can an individual voice message be?

A: 3 minutes.

Q: Does the voice mail system prompt you that it will delete voice mail after a certain number of days?

A: No.

Q: I've noticed recently that pressing the # key to exit voice mail the system prompt says “Goodbye” but it doesn’t disconnect me, why?

A: The system prompts offer you the option of pressing # to login to another mailbox to review messages during one phone call, instead of requiring you to disconnect and call back into the system.

Q: If a person's email quota is full and the email message is bounced, will it be gone forever if you are using integrated?

A: Yes, this is a concern with the Email Only and Email and Telephone voice mail delivery methods. We are addressing this issue in future phases of the project. We expect to store voice mail messages on another server so voice mail messages will not put your standard email account over quota. Meanwhile, you can minimize the risk by downloading voice messages and deleting them on the server. Remember, you can store the messages locally.


Page updated on September 20, 2017


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