To enable service improvements, HITS is asking customers to pause any new, non-urgent phone-related requests between 5 p.m. on Friday, July 16 and 11:59 p.m. on Sunday, August 1.
During the pause:
- Customers should NOT call AT&T (800-498-4858) to report any issues or make any service requests.
- Customers who have new non-urgent needs are asked to wait to submit their requests until HITS resumes accepting routine requests again on Monday, August 2.
- Customers who have urgent needs (i.e., if a device is broken, or a service is completely unavailable) can request help by filling out this form.
After the pause:
- Customers will NO LONGER call AT&T for urgent or routine phone-related issues or requests – but should instead use the appropriate intake form. These forms will be available at michmed.org/voice beginning Monday, Aug. 2.
- Staff can expect to begin seeing Optanix team members (who will be wearing red “contractor” badges) visiting their work areas to troubleshoot or perform phone-related work.
HITS is working to improve the way it handles many phone-related issues and requests. This includes partnering with a new vendor – Optanix – and making other changes that will make it easier for customers to report problems and request help.
Soon, Michigan Medicine customers will no longer contact AT&T. Instead, they’ll use a set of customized, online forms designed to capture all the information that’s required up front – streamlining the process and ultimately reducing service wait times.
Examples of what's included:
- Physical (corded or cordless) telephones
- Conference phones
- Cisco wireless phones
- Fax lines
- New phone jacks, cables, etc.
What's not included:
- Michigan Medicine-provided cellphones
- Unified Clinical Communications (UCC) phones
- Telephones in patient rooms