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ISC NETWORKING AND
TELECOMMUNICATION SERVICES
DAWN C. AUGUSTINO
DAWN@ISC.UPENN.EDU
MARCH 2011
MARCH 2011
ISC Networking and Telecommunications
ISC Networking and Telecommunications
Service News
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ISC offers Cost Effective Services Including:
 Video Conferencing at PENN
 Custom Research Networks at PENN (Internet2 ION)
 Call Center Services
 Telephone Audits
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Penn’s VoIP Replacement for Traditional Phone
Video Conferencing at PENN
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ISC offers a videoconferencing facility for interactive
video events; located at 3401Walnut Street
For classes, meetings and events
Green screen technology (virtual backdrops),
computer presentations, video and audio recording
Tools include one-to-one, one-to-group, group-togroup collaborations
$12/connecting site/per hour Standard Definition
$24/connecting site/per hour for High Definition
Research Networks at PENN
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ISC offers custom research networks
 ISC will create custom network solutions to support
Research.
 Connections are offered to National/International
research facilities using PENN’s Internet2 ION
(Interoperable On Demand) service
Rutgers University, Australia, Manchester U.K.
 Princeton, New York, Michigan
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Contact ISC for additional information
http://www.upenn.edu/computing/isc/networking/or
derforms.html, Select PennNet
Call Center Services at PENN
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ISC’s Call Center consolidates telephone calls, e-mail,
chat, and fax requests into one fully integrated
communications service offering:
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Caller self-service for frequently asked questions such as mailing
address, deadlines, or directions to an event
Communications based on time of day and/or day of week (e.g.,
after 5:00 PM, calls are sent to another number)
“Menus” to direct calls based on type of request
Special announcements for University holidays
Capability to record conversations
Music on hold, customer call back services
Call Center Services at PENN
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700,000 CALLS ANNUALLY AND GROWING!
Customers Include
The Dental School
The Veterinary Hospital
Student Health Services
Student Registration and Financial Services
Undergraduate Admissions
Wharton MBA
Facilities
Annenberg Ticket Office
Athletics Ticket Office
http://www.upenn.edu/computing/voice/
Telephone Audits at PENN
We Can Save You Money
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Cumulative FY11 Projected Customer Voice Savings, $850K
Telephone Audits at PENN
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Audits should potentially result in reducing the number
of telephone lines and voice mail boxes currently in use
Departments may use the review to identify lines for
disconnect
Cannot locate a phone line? – ISC will Help!
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Lines may be suspended for 2 weeks; disallowing telephone
calls – then disconnected
To Get Started - Go To
http://www.upenn.edu/computing/isc/networking/orderforms.html
select “Voice – Telephone Audit”
Penn’s VoIP Replacement for
Traditional Phone (PennNet Phone)
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Focusing on high call volume customers for 50% usage
discount
Providing free telephone wiring/conversions through
FY12
Reviewing unused telephone lines and disconnecting
Monthly Training Sessions offered; register at
http://knowledgelink.upenn.edu/
More information available at
http://www.upenn.edu/computing/voice/
Penn’s VoIP Replacement for
Traditional Phone (PennNet Phone)
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Multi-line Telephone Services - Capability to place a call
on hold and pick-up from another set
 We will return service to existing customers 4Q/FY11
 Departmental conversions will resume 4Q/FY11
Floor-by-floor
 Building-by-building
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ISC Networking and Telecommunications
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