PennFlex Phone service and migration resources

What's new?

• Mobile application. As a licensed PennFlex Phone user, you will have the option to install a mobile application that allows you to make and receive calls from your desktop, tablet and/or smartphone. The app is called Vonage Mobile App with Webex. When you call from this app, you don’t need to reveal your personal cell phone number, callers will see your Penn phone number, even when you are not on campus. As a bonus, you will also have access to features including chat and video conferencing.
• Voicemail transcription. Voicemail Transcription, also known as Visual Voicemail, is a feature that allows for voicemail messages to be transcribed into text that can be sent to a designated email address.
• Physical phones will be replaced with newer Poly phones.
   

What's different?

• The prefix of 9 is no longer needed when making off-campus calls.  In fact, if you dial 9 + number your call will fail.
• While you can still receive voicemail in your e-mail, the number that you use to access your voicemail will change and your voicemail passcode will change.

Service offerings

What to expect:
 

• ISC is partnering with support providers in the schools and centers to identify which service offerings are the best fit for your organization.
• As part of this initiative, all phones will be replaced with newer models.  However, some users may be opted out of having a physical phone if the mobile application meets their business needs.
• Support providers in your School/Center will begin communication with you up to 30 days before your phone number migrates from the PennNet Phone service to the PennFlex Phone service.
• You will be notified of the exact window of time and the date of your migration along with any instructions you need to follow.
• During the cutover window, which is typically 1 hour, your Penn phone number will transition to the new platform. You may experience intermittent connectivity during that one hour window.
• After the cutover window, if you still experience any issues making or receiving calls, you should contact your support provider.  
• ​Only some of your PennNet Phone settings will migrate to PennFlex Phone. See the list below to learn which settings will migrate.

Support provider toolkit

We have prepared a toolkit that outlines the process, tasks, resources, and communication templates available to support providers as they migrate to the new service.  You can access the toolkit by visiting https://upenn.box.com/v/PennFlexPhoneMigration.

Settings that will migrate

Settings that won't migrate

PennFlex Phone Handset  

The PennFlex Phone service deploys the following handset models from Poly (formerly known as Polycom):

Poly VVX 401 (400-series)

The VVX 401 is the standard phone that is provided to end users.

Poly VVX 201

The VVX 201 is the standard wall-mounted phone typically found in common areas, labs, and classrooms.

Poly Trio 8500 - Conference Room Phone
 

The Vonage Mobile App with Webex has replaced the MobileConnect App (desktop and smartphone versions) for users with a PennFlex Phone number and a Premier Plus license.  Please contact your IT Support Provider​ if you have questions. 

The new Mobile App with Webex is an easy-to-use and secure app to place and receive phone calls using your campus phone number.

What’s happening?
 
The underlying security certificates associated with the older Vonage MobileConnect App for desktop/laptop soft clients are expiring on September 15, 2022. Those who try to use the Vonage MobileConnect App after that certificate expiration will see constant error messages and will endure a poor user experience. Note that presently, this change does not impact the Vonage MobileConnect App for mobile devices (e.g., smartphones or tablets). However, after December 31, 2022, the Vonage MobileConnect App will cease functioning on all devices.   
 
Therefore, it’s important to begin using Mobile App with Webex now, to have an error-free and superior PennFlex Phone user experience. Upgrading to Mobile App with Webex for mobile devices is optional at this point in time, but ISC recommends doing so as soon as practical to avoid disruption to calling service at the end of this year.

If you are using a Penn-managed desktop or laptop, your School or Center may have already distributed the software to your device. If not, ask your IT Support Provider to push it to your device. If you are using a personally managed device, you will need to download Mobile App with Webex. 

• Windows/macOS: Check with your IT Support Provider to see if they have automatically installed Vonage Mobile App with Webex to your work-managed device. If using a personal device, download from https://www.webex.com/downloads.html
• Android Devices: Google Play Store
• Apple Devices: Apple Store 

Note: If you are searching in an app store, make sure to download Webex and NOT Webex Teams, Webex Calling, nor Webex Intune. 

To sign on, enter your pennkey@upenn.edu  as the Email Address. 

This should take you to the Penn WebLogin Single Sign-On (SSO) authentication. 

• If Webex returns an error "Email is not associated with an account" or "No account was found", Vonage will need to create the account and associate it with your Vonage account.  Contact IT Support Provider to troubleshoot. 
   
• If you are able to login successfully but you are logged into the wrong account / phone number, Vonage will need to fix the account associations.  Contact IT Support Provider to troubleshoot. 
   
• If Webex asks for username & password without taking you to Penn WebLogin 
  or 
  If Webex returns an error "pennkey@upenn.edu needs to be reactivated" or
  If Webex returns an error "Your account is not authorized. Please contact your administrator" after a successful Penn WebLogin,
  Then there may be a previous, personal Cisco Webex account registered under the pennkey@upenn.edu email address.  
  You would need to delete the account or change the email address for that account. 
  To delete your personal Webex account:
  1. Go to https://settings.webex.com and sign in using pennkey@upenn.edu
     1. If you do not remember your credentials, click "Reset your Password" after entering pennkey@upenn.edu and follow email directions.
     2. If you are taken to the Penn WebLogin page to enter your pennkey & password, then you don't have a personal account. Contact IT Support Provider to troubleshoot.
  2. Select the ellipsis on the top right of the identity card, then click Delete account > Ok
  3. Once your personal account is deleted, your Vonage Webex account should start working immediately.
• If Mobile App with Webex asks for the Webex server address, you have installed the wrong Webex application. Please download the vanilla Webex app and not Webex Teams, Webex Calling, nor Webex Intune. 

You can begin using Mobile App with Webex to place and receive calls. ​Contact your IT Support Provider for any questions or issues you may have concerning the installation or use of Mobile App with Webex.

Additional Resources:

Vonage Mobile App with Webex User Guide for Desktop
Vonage Mobile App with Webex User Guide for Mobile Device
PennFlex Phone Voicemail Instructions 
Known Issues with Webex

ISC can request a new PennFlex Phone account for a new line and new phone set.  

Getting Started with a NEW PennFlex Phone account: 

I have a new PennFlex Phone account. What's next?  

You must perform the following steps to ensure that your new PennFlex Phone account works properly:

• Install the Vonage Mobile App with Webex.
• Log in using SSO to confirm the app and the number is working.
• Set up your voicemail.  Users with a new PennFlex account need to log in to the Vonage Enterprise User Portal to set their voicemail password and greetings. See the accordion titled 'Voicemail Instructions' below for instructions and a link to the Vonage Enterprise User Portal."

The most commonly used features from the Poly VVX 401 and VVX 201 models are demonstrated in the video tutorial on the Phones tab of this page.

• Call Forwarding (Away, No-Answer, and Busy)
• Blind Transfer
• Consulted Transfer
• Three-Way Conference Call 

PennFlex Phone 911/511 service notice

PennFlex Phone 911/511 emergency calling services will not be available if:

• There is a power outage resulting in loss of power to the PennFlex Phone set.
• There is a network outage resulting in loss of network connectivity to the PennFlex Phone set or Webex client.
• If PennFlex Phone is out of service, use another phone to dial 911/511 or dial (215) 573-3333.
• The handsets distributed for PennNet Phone Service come equipped with a 911/511 Service Notice label. Do not remove this label from your handset.
• You move your PennFlex Phone set to a location other than the Registered Location on file with the University of Pennsylvania. To register a new location, please contact your Support Provider.

How does the PennFlex Phone handle 911/511 calls?

If you call 911, the location to which the emergency responders are deployed is dependent upon where the call originates:

• If you call from Mobile App with Webex, the location is determined by your cellular carrier because the app switches to your standard cellular phone plan when making 911 calls.
• If you call from Webex for Desktop, the location is determined by your phone location.
• If you call from a desk phone, the location is determined by the room where the phone is assigned.

This page lists guidelines regarding the use of headsets with PennFlex Phone. Using a headset is optional and headsets are not included as part of the service. 

PennFlex Phone App – Webex for the iOS/Android 
 

• ​You may prefer to use a Bluetooth headset with a microphone for handsfree calls while using your mobile device.
• Apple provides instructions for connecting Bluetooth devices to their mobile devices.
• Android mobile devices are also capable of supporting Bluetooth headsets.

PennFlex Phone App – Webex for Windows/macOS

The Webex for the Windows/macOS will allow you to make calls from your desktop computer or laptop. In the case of a desktop computer, you would require a headset with a microphone. In the case of a laptop, this may be optional, depending on your make/model or your preferences.

Note:  Most laptops are equipped with speakers and built-in microphones. When using a laptop to place or receive calls, or participate in any kind of teleconference or video conference, you may wish to use a headset with a microphone to improve the call quality. Laptop microphones are prone to picking up ambient noise, while a laptop's speaker output can sometimes cause an "echo" effect. Your results may vary, but for the best experience, we recommend utilizing a headset with a microphone.

Depending on the ports available and the capability of your computer, you may require a USB headset or may be able to use an analog headset. Some computers are equipped with both a 1/8" "mini" headphone and a mic jack, while others, especially newer Dell OptiPlex systems, may be equipped with a "combo" jack. Dell offers some analog headsets that are compatible with these systems, but these are also available from other vendors.

Vonage lists supported headsets, but any capable headset with mic should do. We recommend testing a single unit prior to purchasing a large amount of devices.

PennFlex Phone Handset

Polycom and Plantronics have combined to form "Poly". Their recommendations for the VVX 401 and other phones are in a supplemental PDF.

Vonage primarily supports and deploys the Poly VVX 401 phone. The VVX 401 supports all the analog headsets supported by the SoundPoints so if you already have a SoundPoint compatible headset there is no need to buy a new USB headset.

The VVX 401 supports USB headsets and those that are officially supported by Poly are few and expensive. Many generic USB headsets work, however. 

• Generic USB audio/mic adaptors also seem to work if you have analog headsets.
• There are wired and wireless variants of USB as well as QD/RJ9 headsets. 

You can email ISC Client Care if you've tested a non-listed headset.

Which headset to get for the VVX 401?
 

Compatibility Chart for the VVX 401

 

Poly VVX 401 Quick Start Guide

Poly VVX 401 QuickStart Guide for Voicemail
 

A resource guide for learning how to set up your PennFlex Phone in just a few steps. 

Poly VVX Phone Setup Video Tutorial

Vonage Mobile App with Webex User Guide

Vonage Mobile App with Webex User Guide for Desktop
Vonage Mobile App with Webex User Guide for Mobile Device
PennFlex Phone Voicemail Instructions 
Known Issues with Webex

Vonage Admin Portal

A resource guide for administrating features such as Call Forwarding, Resetting Voicemail password and updating caller id for user and shared lines. Note: Not all features described in the tutorial may not be available.

Vonage Admin Portal Tutorial

 Note: Not all features described in the Vonage Mobile App with Webex User's Guide may not be available.

PennFlex Phone Data Privacy considerations

If you intend to share any form of sensitive information or are uncertain if the information you are sharing is sensitive, speak to your local IT support team before making any decisions. For official direction on what constitutes different degrees of data sensitivity, please see the Data Risk Classification page. 

Note: Most functionality can be disabled by individual, School/Center or Department as needed.

Recommendations

• Discuss sensitive data on live calls, not in chat
• Do not record live interactions or conversations without all parties’ consent
• If you expect to receive high risk data via voicemail (such as SSN or PII health data), we highly recommend disabling voicemail to e-mail delivery. If you do have to enable voicemail to email delivery, use only your authorized Penn e-mail account and not a personal account.
• If you work with high risk data (such as SSN or PII health data), your voicemail greeting should advise callers not to leave sensitive information in voicemail
• Chat doesn’t meet FERPA requirements, so do not discuss information about students in chat
• Do not transfer files with sensitive data using the Webex app

International Banned Countries

The PennFlex phone service currently offers international long-distance calling as an opt-in feature. This feature allows calls to most countries, except for those defined as "banned countries." As part of the standard policy established by ISC for all users, international calls to these high-risk "banned countries" are blocked by default.

What does ISC consider a high-risk call?

A "high-risk call" refers to a phone call made to an international location commonly associated with toll call fraud. To protect against fraudulent phone activities and associated costs which adds financial risk to the service, calls to the “banned countries” are automatically restricted.

What happens if I make a call to a high-risk "banned country"?

If you attempt to place a call to one of the high-risk “banned country” destinations, you will receive a recorded announcement stating, "your carrier is currently blocking this call."

How can I remove a block from the high-risk banned countries?

To remove a block from high-risk “banned countries”, you must submit a request to ISC Client Care, along with a written business justification stating the reason for making the international call. The request will then be forwarded to the Unified Communications team for review and approval for block removal. Please note that if you have multiple lines or accounts, you must specify the lines for which you wish to remove the block.

Once the Unified Communications team receives and reviews the request, we provide a written response on our decision and will either remove the block from the account, allowing the user to make calls to all international location(s) or submit the reasons for denial of the request.

Do you need to make to a call to a NON-banned country, please follow these instructions?

All users in the new PennFlex phone system are configured to make international calls to a NON-banned country. The users will need to dial 011 + country code + city code + phone number.

Disclaimer:

Due to potential risks and added costs for calling these banned countries, some countries with per minute charges can be in excess of $2/minute. ISC reserves the right to regularly audit usage and billing records. In cases where there is excessing calling and expenses, ISC will notify the department of such usage. It will be the responsibility of the service requesting school or center department or the PennFlex Phone account holder to actively manage frequency and duration of international long-distance calls for business purposes, and in some case limit others who can make international calls.

PennFlex Phone and Phone Number Move Policy for Support Providers

Note: Support Providers/departments are responsible for all hardware and updating location information for E911/511. We encourage the deployment of WebEx (Soft Client). If WebEx does not meet the business need, then the handset assignment can be considered.

User moving departments within the same School/Center

Can the department release the phone number to the new department within the same School/Center?

• Support Providers determine who approves the release of the phone number.
• If the number is released to the new department, the Support Provider submits a remedy ticket to update the Org Code/Budget Code.
• If the number is released to the new department, the Support provider will update the new location of the phone number. Visit PPS Location Update. (E911 Location)

Note:  Users and support providers are expected to update their 911 location for the PennFlex phone numbers via PPS. If users are using WebEx only, the location should be the most frequent location where they use WebEx. This could be their office or home. If the user does not wish to register a home address, they can register the office location, knowing that 911 calls would reach the Philadelphia PSAP and the office address would be reported to them. If you do not see the number you would like to manage, please contact Client-Care to be added as the LSP to the numbers you manage.

To update your location, please follow these steps:

• Visit PPS Location Update. (E911 Location)
• If you manage multiple numbers, select the number you want to manage.
  1. If you do not see the number you would like to manage, please contact Client-Care to be added as the LSP to the numbers you manage.
• If you are registering an on-campus location:
  1. Under "Building", Select “Penn Building” under "Building"
  2. Under “Floor,” select the appropriate floor.
  3. In the box for “Room,” enter the room number.
• If you are registering an off-campus location:
  1. Under "Building", Select “Penn Building” under "Custom Address"
  2. Enter your street address
  3. Enter the floor and room if you live in a multi-family unit.
• Click “Update” to save your location.

(Note: project under way to automate Org Code/Budget Code and location information updates)

Can the department release the handset to the new department within the same School/Center?

• Handset remains with the department.The user receives a new handset when they move to the new department.
• The Support Provider submits a remedy ticket for the following:
  • a new handset for the user at the new department and asks to add the number to the handset.
  • port activation at the new location.
  • disconnect and pickup of the handset at the “move from” location.
  • deactivate the port at the old location.

User moving from one School/Center to another School/Center?

Can the Schools/Centers release the phone number to the new Schools/Centers?

• Support Providers determine who approves the release of the phone number.
• If the number is released to the new School/Center, the Support Provider at the new School/Center will submit a remedy ticket to update the Org Code/Budget Code.
• If the phone number is released to the new department, the Support provider at the new School/Center will update the new location of the number. Visit PPS Location Update. (E911 Location).  SEE STEPS ABOVE.

Can the Schools/Centers release the handset to the new Schools/Centers?

• No, the handset remains with the School/Center.The user receives a new handset when they move to the new School/Center.
• The Support Provider from the new School/Center submits a remedy ticket for the following:
  • request new handset and, on the same request, asks to add the number that was released to the handset.
  • port activation at the new location.
  • disconnect and pickup of the handset at the “move from” location.
  • deactivate port at the “move from” location.

User affiliation with two Schools/Centers?

• Support Providers determine if the user requires two numbers or if one number with WebEx is sufficient for business needs between the two Schools/Centers.
• If one number with WebEx is insufficient, then the following is suggested. Here is an example:
  • New number with WebEx at SAS
  • New number with Phone only at Wharton

Can the Support Provider move the handset from one location to another within the same department?

• Yes, the Support Provider can move the handset from one location to another within the same department.(Note: Need to make sure that the port at the new location is active for VoIP/PoE)
• The port at the “move from” location should be deactivated unless the port will be repurposed for another user/phone.
   

Phone moves off campus require a remedy ticket to the UC team for further discussion/conversation on the network, hardware requirements, and support.

Note: All Support Providers should evaluate any unregistered handsets and request disconnection/ pickup if they are not needed. All users should contact their IT Support Team for assistance with any handset moves and new requests.

Answers to frequently asked questions are listed below
 

Does the Vonage Mobile App with Webex need to reauthenticate every 30 days

Yes. When initially authenticating to the Vonage Mobile App with Webex, you can activate a "Trust this browser" checkbox in the login screen to avoid having to re-enter credentials for 30 days. However, this is not permanent. Mobile App with Webex adheres to the current Penn WebLogin policy which mandates a 30-day expiration. This can impact immediate access to Webex app on the mobile device. Although some mobile operating systems do a better job at informing you when you need to reauthenticate, it's important to monitor your login status on Webex app. You may have to re-login if you reboot your mobile device as well.  Calls go directly to voicemail if the app is not authenticated, so we recommend checking the app's authentication/login occasionally, especially if you don't frequently use Webex app.

Do I still need to dial 9 when making an off-campus call number with the PennFlex Phone?

The prefix of 9 is no longer needed and cannot be used when making off-campus calls.

The prefix of 9 is no longer needed and cannot be used when making off-campus calls.

Can I make International calls?

Yes, all users in the new phone system are configured to make international calls. 

The users will need to dial 011 + country code + city code + phone number.

How does the PennFlex Phone handle 911/511 calls?

If you call 911, the location to which the emergency responders are deployed is dependent upon where the call originates:

• If you call from Webex application from your smartphone or mobile device, the location is determined by your cellular carrier because the app switches to your standard cellular phone plan when making 911 calls.
• If you call from Webex Desktop application, the location is determined by your phone location.
• If you call from a desk phone, the location is determined by the room where the phone is assigned.

Can I place a voice call using the Dialpad if their name is not in the directory?

Yes, you can place a voice call using the Dialpad. From the main menu, tap Dialpad. Enter the valid extension or 10-digit number. Then select either the Video Call or Voice Call option button below the keypad.

How do I check my voicemail by dialing the voicemail system (2158986423) from my PennFlex Phone or Webex?

To access voicemail:

• From the user’s PennFlex Phone: Press Messages button or dial 99999, then #.
• From another PennFlex Phone: Dial 86423 from another phone, enter * enter mailbox ID (ex:215898XXXX) followed by # key. enter the passcode, then #.
• From non-Penn Phone: Dial 215-898-6423 from a non-Penn phone, enter mailbox ID (ex:215898XXX) followed by the # key, enter the passcode, then #.

​****if end users want to use the Webex App to check messages for your own number, then follow these steps****

• You’ll see a purple badge counter letting you know how many messages you have. You can then listen to your voice message right from the app by selecting the play icon.

****if end users have Webex app and want to use the Webex App to check messages for other numbers, then follow these steps****

• From the Webex application from your smartphone or mobile device: Open Webex, on the bottom, click on the "purple phone icon", Click on the + sign in the upper right corner, then choose "Call Voicemail", enter the star * key, then follow prompts. Please Note: Android smartphone users will need click on a round icon with a phone & a casette.
• ​From the Webex Desktop application: Click the voicemail icon on the mid left, then click on the phone icon (Call Voicemail) on the top right, enter the star * key, then follow prompts.

Please see Voicemail quick start guide for step by step instructions to the voice messaging main menu.

How do I reset my voicemail password by dialing the voicemail system (2158986423) from my PennFlex Phone or Webex?

You can change your PennFlex Phone voicemail passcode using the following methods:

• From the user’s PennFlex Phone: Press Messages button or dial 99999, then #. Press 8 to set a new passcode.
• From another PennFlex Phone: Dial 86423 from another phone, enter * enter mailbox ID (ex:215898XXXX) followed by # key. enter the passcode, then #. Press 8 to set a new passcode.
• From non-Penn Phone: Dial 215-898-6423 from a non-Penn phone, enter mailbox ID (ex:215898XXX) followed by the # key, enter the passcode, then #. Press 8 to set a new passcode.

****if end users have Webex app and want to use the Webex App to change the voicemail password for your own number, then follow these steps****

• From the Webex application from your smartphone or mobile device: Open Webex, on the bottom, click on the "purple phone icon", Click on the + sign in the upper right corner, then choose "Call Voicemail", enter the passcode, then #. Press 8 to set a new passcode.Please Note: Android smartphone users will need click on a round icon with a phone & a casette.
• From the Webex Desktop application: Click the voicemail icon on the mid left, then click on the phone icon (Call Voicemail) on the top right, enter the passcode, then #. Press 8 to set a new passcode.

Please see Voicemail quick start guide for step by step instructions to the voice messaging main menu.

How can a Support Provider reset voicemail password for a shared and user PennFlex phone number in the Vonage Admin portal?

For Support Provider: To reset voicemail password on a user’s and shared PennFlex Phone number:

For User: To reset voicemail password on a user's own PennFlex number in the "Vonage Enterprise User Portal", login to be redirected to Penn WebLogin Single Sign-on (SSO).

To reset a user’s voicemail access PIN:

• Navigate to the Vonage MyVoice Portal and sign in with your Administrator account. NOTE: This is the username that begins with upenn-pennkey.  Your password will be your local password. If you do not remember your password, please contact ISC Client Care to reset the Vonage MyVoice Portal password.
• Click Users on the Profile page.
• In the Search bar, enter the User’s PennFlex Phone Number and click Search. NOTE: If desired, the Search Criteria dropdown menus can be used to change the search criteria to First Name, Last Name, etc.
• Click the User in the list of results that appears.
• Select Passwords on the User’s Profile page.
• Click the radio button to the right of "Set portal password, enter the User’s new voicemail PIN in the Type new password and Re-type new password fields, and click OK.

NOTE: Once the voicemail PIN has been reset, share it with the user, either over the phone or using SecureShare.

How can a user reset voicemail password for their own PennFlex number?

To reset voicemail password on a user's own PennFlex number in the "Vonage Enterprise User Portal", (the replacement for PPS), access the Vonage Enterprise User Portal:

• Go to https://enterpriseportal.vonage.com/ci/index.php/app/sso-log-in/penn-saml-provider
• Click log in to be redirected to Penn WebLogin Single Sign-on (SSO).
• Go to "Voicemail Settings", click
• Go to "Voicemail Password" -> click "change" -> enter password -> save.

Can I activate/deactivate the Do Not Disturb feature from the phone and from the app?

• From your PennFlex phone, you can enable/disable the Do Not Disturb feature by pressing the DND soft key on the phone.
• From the Webex Desktop Application, click the settings icon on the bottom left. Click the General drop-down menu and select Incoming Calls. The first option is to toggle DND on or off. You also have the option to turn on DND from the Calls menu in the Toolbar.
• From the Webex Mobile Application: From the main menu, tap Settings, and then tap on the toggle button to active/deactivate DND. 

Can I call someone using their name rather than their phone number on the Webex for Mobile?

Yes. From the main menu, tap the Directory and search for the person you want to call. Tap the contact’s name and you will be directed to the contact’s profile. From here, tap the Call icon. Then, select Voice Call. Please note, only those who migrated or on Early Access can search a person from the Directory to make a call. If they are not migrated, they will not be listed in the directory. Use the dial pad to place the call.

Vonage Admin Portal

A resource guide for administrating features such as Call Forwarding, Resetting Voicemail password and updating caller id for user and shared lines.

Vonage Admin Portal Tutorial

Note: Not all features described in the tutorial may not be available.

How do I enable Call Forwarding in the Vonage Admin portal as a Support Provider

For Support Provider: To configure forwarding on a user’s and shared PennFlex Phone number:

For User: To configure forwarding on user's own PennFlex number in the "Vonage Enterprise User Portal" (the replacement for PPS) to configure settings such as call forwarding, voicemail, and do not disturb. You can also view call analytics, such as missed, placed, and received calls.

• Navigate to the Vonage MyVoice Portal and sign in with your Administrator account. NOTE: This is the username that begins with upenn-pennkey.Your password will be your local password. If you do not remember your password, please contact ISC Client Care to reset the Vonage MyVoice Portal password.
• Click Users on the Profile page.
• In the Search bar, enter the User’s PennFlex Phone Number and click Search. NOTE: If desired, the Search Criteria dropdown menus can be used to change the search criteria to First Name, Last Name, etc.
• Click the User in the list of results that appears.
• In the left sidebar, select Incoming Calls.
• On the Incoming Calls page, select the type of forwarding you would like to configure. The choices are:
  • Call Forwarding Always – Automatically forward all your incoming calls to a different phone number.
  • Call Forwarding Busy – Automatically forward your calls to a different phone number when your phone is busy.
  • Call Forwarding No Answer – Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings.
  • Call Forwarding Not Reachable – Automatically forward your calls to a different phone number when your phone is unreachable.
  • Call Forwarding Selective – Automatically forward your incoming calls to a different phone number when pre-defined criteria, such as the phone number, time of day or day of week, are met.
• Depending on the forwarding you choose, configure the settings accordingly and click OK. For every type of forwarding you will have to do the following:
  • Select the On radio button.
  • Enter the Calls Forward To Phone Number.
• Click Apply or OK.

For Support Provider: To configure forwarding on a user’s and shared PennFlex Phone number:

For User: To configure forwarding on user's own PennFlex number in the "Vonage Enterprise User Portal" (the replacement for PPS) to configure settings such as call forwarding, voicemail, and do not disturb. You can also view call analytics, such as missed, placed, and received calls.

• Navigate to the Vonage MyVoice Portal and sign in with your Administrator account. NOTE: This is the username that begins with upenn-pennkey.Your password will be your local password. If you do not remember your password, please contact ISC Client Care to reset the Vonage MyVoice Portal password.
• Click Users on the Profile page.
• In the Search bar, enter the User’s PennFlex Phone Number and click Search. NOTE: If desired, the Search Criteria dropdown menus can be used to change the search criteria to First Name, Last Name, etc.
• Click the User in the list of results that appears.
• In the left sidebar, select Incoming Calls.
• On the Incoming Calls page, select the type of forwarding you would like to configure. The choices are:
  • Call Forwarding Always – Automatically forward all your incoming calls to a different phone number.
  • Call Forwarding Busy – Automatically forward your calls to a different phone number when your phone is busy.
  • Call Forwarding No Answer – Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings.
  • Call Forwarding Not Reachable – Automatically forward your calls to a different phone number when your phone is unreachable.
  • Call Forwarding Selective – Automatically forward your incoming calls to a different phone number when pre-defined criteria, such as the phone number, time of day or day of week, are met.
• Depending on the forwarding you choose, configure the settings accordingly and click OK. For every type of forwarding you will have to do the following:
  • Select the On radio button.
  • Enter the Calls Forward To Phone Number.
• Click Apply or OK.

How can an user enable Call Forwarding for their own PennFlex phone number?

To configure forwarding on user's personal office assigned PennFlex number in the "Vonage Enterprise User Portal" (the replacement for PPS) to configure settings such as call forwarding, voicemail, and do not disturb. You can also view call analytics, such as missed, placed, and received calls.

To access the Vonage Enterprise User Portal:

• Go to https://enterpriseportal.vonage.com/ci/index.php/app/sso-log-in/penn-saml-provider
• Click log in to be redirected to Penn WebLogin Single Sign-on (SSO).
• Go to "Call Forwarding" and click "view voicemail settings"
• Under "Always", "Busy" or "No Answer" toggle the button to the right or the left to turn forwarding on/off. 

How can Support Providers block spam calls in the Vonage Admin Portal?

You can block known spam calls in the Vonage admin portal (MyVoice).  The spam calls can only be blocked in the Vonage portal, and cannot be done through the Webex App.

For Support Provider: To block spam calls on a user’s PennFlex Phone number:

• Navigate to the Vonage MyVoice Portal and sign in with your Administrator account. NOTE: This is the username that begins with upenn-pennkey.Your password will be your local password. If you do not remember your password, please contact ISC Client Care to reset the Vonage MyVoice Portal password.
• Go to “INCOMING call” and
• Click “Selective Rejection.”
• Click “Add”
• Enter “Description” ex: “Blocking Spam Calls.”
• Radio button “Reject Call” should be selected.
• “Selected Time Schedule” should be “Every Day All Day.”
• Under “Calls” select radio button “From following phone numbers” and add the phone number you want to block in the box under “Specific phone numbers”
• Click “OK”

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How can user's block spam calls in the Vonage Enterprise User Portal?

User's can block known spam calls in the Vonage Enterprise User Portal.  The spam calls can only be blocked in the Vonage portal, and cannot be done through the Webex App.

To access the Vonage Enterprise Portal:

Go to https://enterpriseportal.vonage.com/ci/index.php/app/sso-log-in/penn-saml-provider 

Click Login to be redirected to Penn WebLogin Single Sign-on (SSO)

• Navigate to "Voice Settings"
• Click “Call Rejection”
• Click “Add”
• Add “Rule Name” ex: “Blocking Spam Calls”
• Under "Reject Call/Do Not Reject Call" select radio button “Reject Call”
• Under “Received by Number” select radio button “The following phone number”
• Under “Specific Phone Numbers” add the phone number you want to block in the box.
• Under "During these times" select from the drop down "Every Day All Day"
• Under "Received on Number" select from the drop down "your phone number"
• Click “Save”

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Can you forward voicemail messages to email after voicemail settings are changed from Phone only to Email?

No. The configuration will not be applied to past messages currently on voicemail box, it will start taking effect after we enable the service.

Can you forward voicemail messages to email after voicemail settings are changed from Phone only to Email?

No. The configuration will not be applied to past messages currently on voicemail box, it will start taking effect after we enable the service.

No. The configuration will not be applied to past messages currently on voicemail box, it will start taking effect after we enable the service.

How do I record voicemail greeting?

To access voicemail:

• From the user’s PennFlex Phone: Press Messages button or dial 99999, then #.
• From another PennFlex Phone: Dial 86423 from another phone, enter * enter mailbox ID (ex:215898XXXX) followed by # key. enter the passcode, then #.
• From non-Penn Phone: Dial 215-898-6423 from a non-Penn phone, enter mailbox ID (ex:215898XXX) followed by the # key, enter the passcode, then #.

****if end users have Webex app and want to use the Webex App to check messages for other numbers, then follow these steps****

From the Webex application from your smartphone or mobile device: Open Webex, on the bottom, click on the "purple phone icon", Click on the + sign in the upper right corner, then choose "Call Voicemail", enter the star * key, then follow prompts. Please Note: Android smartphone users will need click on a round icon with a phone & a casette. ​From the Webex Desktop application: Click the voicemail icon on the mid left, then click on the phone icon (Call Voicemail) on the top right, enter the star * key, then follow prompts.

​****if end users want to use the Webex App to check messages for your own number, then follow these steps****

You’ll see a purple badge counter letting you know how many messages you have. You can then listen to your voice message right from the app by selecting the play icon.
 

Once in the voicemail system, listen carefully to the options. Press 1 for the Voice Message Main Menu.

Once in the Voice Message Main Menu:

• Press 1 to play messages.
• Press 2 to change the Busy Greeting.
• Press 3 to change the No Answer Greeting.
• Press 4 for the Extended Away Greeting Menu.

​Please see Voicemail quick start guide for step by step instructions to the voice messaging main menu.

How do I reset voicemail password for user's assigned phone number or department phone number in Vonage admin portal (MyVoice)?

To reset a user’s voicemail passcode: (used when accessing messages by phone using keypad/touch tones)

1. Navigate to the Vonage MyVoice Portal (https://myvoice.vonage.com/) and sign in with your Administrator account.
2. Click Users on the Profile page.
3. In the Search bar, enter the User’s PennFlex Phone Number and click Search. NOTE: If desired, the Search Criteria dropdown menus can be used to change the search criteria to First Name, Last Name, etc.
4. Click the User in the list of results that appears.
5. Select Passwords on the User’s Profile page.
6. Click the radio button to the left of Set portal password, enter the User’s new voicemail passcode (should be numerical) in the Type new password and Re-type new password fields, and click OK.

NOTE: The other radio button to the left of Set web access password will reset the user’s MyVoice portal password (which can include letters and symbols).

To reset a user’s voicemail passcode: (used when accessing messages by phone using keypad/touch tones)

1. Navigate to the Vonage MyVoice Portal (https://myvoice.vonage.com/) and sign in with your Administrator account.
2. Click Users on the Profile page.
3. In the Search bar, enter the User’s PennFlex Phone Number and click Search. NOTE: If desired, the Search Criteria dropdown menus can be used to change the search criteria to First Name, Last Name, etc.
4. Click the User in the list of results that appears.
5. Select Passwords on the User’s Profile page.
6. Click the radio button to the left of Set portal password, enter the User’s new voicemail passcode (should be numerical) in the Type new password and Re-type new password fields, and click OK.

NOTE: The other radio button to the left of Set web access password will reset the user’s MyVoice portal password (which can include letters and symbols).