Reminder: HITS pausing new non-urgent phone-related requests until Aug. 1 to enable service upgrades

July 21, 2021  //  FOUND IN: Updates & Resources

This summer, HITS is working to improve how it handles many phone-related issues and requests. This includes partnering with a new vendor — Optanix — along with other changes that will make it easier for customers to report problems and request help. 

Timeline/customer impact: 

To enable this upgrade, HITS is asking customers to pause new, non-urgent phone-related requests until midnight Sunday, Aug. 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, Aug. 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. 

Learn more: 

For complete information, visit: michmed.org/voice.  

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