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Customer Service
The Department of Information Resources has a number of ways to provide support to our customers. Please follow the links below to expanded information about each type of support.
Help Desks
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CCTS Help Desk
– For Phones on the Capitol Complex
Call: 512-475-4357 or 4-HELP (4-4357) - (Austin Local)
Hours of Operation for the CCTS Help Desk: Monday thru Friday from 7 am - 5 pm.
After hours calls will be answered by the AT&T Help Desk (formerly known as TMAC).
Reporting Trouble with Telephones on the Capitol
Complex: If you work within the Capitol Complex in downtown Austin
or at any of the remote sites around Austin that use CCTS and are having
problems with your telephone service, call the CCTS Help Desk. Common problems include broken telephones, no dial tone, FAX modem lines that don't work, problems using Centergy, Voice Mail issues, trouble calling long distance or using 1-800 service, etc. Please call the CCTS Help Desk at:4-HELP (4-4357) or 512-475-4357. Be sure to visit our CCTS Web Page.
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Network Operations Center (NOC) Help Desk – TEX-AN
Call: 512-475-2432 (within the Austin area)
Hours of Operation for the NOC: Monday thru Friday from 7:30 am – 05:30 pm.
After hours calls will be answered by the AT&T Help Desk (formerly known as TMAC).
For all DIR or TEX-AN circuit and connectivity trouble calls involving voice, data, frame relay, equipment, or ATM problems. Phone: 512-475-2432 or Fax: 512-463-3456
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AT&T Help Desk – For All After-Hours Trouble Calls – aka DCMC or TMAC
Now, also known as the Austin Dedicated Customer Maintenance Center (DCMC), this office was formerly known as the Texas Major Accounts Center (TMAC)
Call: 800-792-8725 (Toll-free). In the Austin area, please call 512-609-6200
Hours of Operation for the NOC: 24/7, Monday thru Sunday, 24-hours per day.
For all TEX-AN, TEX-AN 2000, AT&T , SBC and HHSCN trouble calls for voice, data,
frame relay & ATM call: 800-792-8725. From the Austin area, please call 512-609-6200. The DCMC (formerly known as the TMAC) is a help desk facility contracted by the State of Texas and the Communications Technology Services Division to be the primary resource in resolving circuit outages. During normal office hours, for all problems, including equipment outages, please call the NOC Help Desk.
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Billing Help Hotline - DIR Billing Department, for CCTS, TEX-AN, or HHSC Customers
Call: 512-475-3513 (475-3513 within the Austin area)
Also you can e-mail DIR Telecommunications Solutions with a description of the problem and include appropriate supporting data. Examples of appropriate supporting data are copies of the
bill the bill in question with the incorrect postings clearly
marked. CCTS users should present a copy of the appropriate
Work Order or Trouble Ticket in addition to the copies of
the affected portion of the CCTS bill. Be sure to visit our Billing Web page.
Escalation Lists
Quality Assurance Contacts
Please contact Gina Gardner at 512-936-2249 or Don Emmons at 512-463-4713.
Telephone Directories & Agency Lists
Guidance and How-To Pages From Our Web site
More Information About
Reporting Trouble
Reporting Emergency Circuit Outages
For Any Telecommunications Trouble Needing Immediate Resolution:
FOR CIRCUIT OUTAGES call the AT&T Help Desk (aka TMAC): 800-792-8725 or, in the Austin area, 512-609-6200.
FOR ALL EMERGENCY EQUIPMENT OUTAGES and
any emergency problem other than circuit outages,
call the NOC Help Desk: 512-475-2432.
If
requested, leave a Voice Mail message. Follow the instructions
carefully to ensure your message is routed to the proper
voice mailbox that will page the on-call technician. Please
leave as detailed a message as possible.
Reporting Non-Emergencies
Non-emergency reported after normal duty hours will be handled for resolution during the Next Business
Day:
Reporting Non-Emergencies by e-Mail
Reporting Non-Emergencies by FAX: dial 512-463-3456:
For Circuit Outages please call the AT&T Help Desk (aka TMAC): 800-792-8725 or, in the Austin area, 512-609-6200.
For all equipment outages and all problems other
than circuit outages, please call the NOC
Help Desk 512-475-2432.
Leave a Voice
Mail if requested. Please provide as
much information as possible in your e-mail,
fax or voice message. (See below - "Information
Required By the Help Desk" ). All non-emergency
reports are opened on the next business
day.
Outage Priorities
When you call the Help Desk, Help Desk Technicians will attempt
to resolve your issue with you while you are on the phone.
If they are unable to resolve the issue, your information
will be documented and forwarded to a Specialist for further
investigation. The Help Desk will assign a Service Ticket
number that will be used to track your issue to resolution.
If you call again on the same problem, please reference the
ticket number to ensure quickest service.
Work Prioritization
Each ticket is assigned a priority based on the severity
of the issue. Below are the priorities that will determine
how your issue is assigned:
Priority 1 – Issue affects all
users of a service or significant area of the State.
Priority 2 – Issue affects all users at one
site or area of the State.
Priority 3 – Issue affects an individual
user or there is degraded service.
Priority 4 – Only used for informational
requests.
Information Required by the Help Desk
The following information is necessary and will help us serve
you more quickly if readily available.
- Your Agency (or Organization) Name
- Your Agency Code (if applicable)
- Your Name
- Your Phone Number
- Point of Contact (if different than caller)
- Point of Contact's Phone Number
- Description of the Problem
Other Information May Be Required.
Depending on the type of system,and the type of trouble as
well as the level of help that is being requested additional
information may be needed as follows:
Information Needed
for Specific Troubleshooting
Routed Data/Internet Access/Capnet
- Location/Site
- IP Address
- Circuit Number
- Region (if ISD)
Video Service
- Location/Site
- IMUX
- Teleos/Madge Type 20 - 60 - 200
- Circuit Number
- Codec Type
- Dialed Number
- Conference Speed
Dial-Up Accounts
- User Name
- Account Number
- Web Browser
- Version (Ex. Windows or Mac)
HHSC Customers
- Contact name
- Phone number (include area code)
- Program area (e.g., Fiscal, Long Term Care)
- Alternate contact, if appropriate
- State Agency
- Address and location of problem
- Problem (Please give an accurate description of the problem.
Be sure to include any error messages. If applicable, indicate
which application the user is trying to access, and include
how the user normally signs onto this application
- Type of Equipment (e.g., Dell 486/66Mhz, NCR file server)
- Tag Number (usually located on the CPU of PCs; e.g.,
324-401234)
- A ticket number will be provided to the caller. If it
is necessary to call back to update information or to check
the status of the ticket, please reference the ticket number
when speaking with the Help Desk staff. Callers may also
leave a message on the appropriate recorded option; however,
it is important to include the ticket number.
Questions, Comments and Suggestions
For questions about DIR CTSD communications products and services, call 512-463-7800
or e-mail DIR Telecom Solutions staff.
For corrections, questions, or comments about this Web site
please e-mail DIR Web Services.
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