HITS to pause new non-urgent phone-related requests (July 16 – Aug. 1) to enable service upgrades


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.  

Timeline/Customer impact:

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.

What's happening?

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
  • Voicemail
  • Jabber
  • New phone jacks, cables, etc.

What's not included:

  • Michigan Medicine-provided cellphones
  • Unified Clinical Communications (UCC) phones
  • Telephones in patient rooms

Learn more

Some information and instructions for phone-related service requests will be changing during the upgrade period (July 16 - August 1). Visit michmed.org/voice for the latest updates!