State of Texas
Department of Information Resources
Leadership for Texas Government Technology

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
• 4-HELP - for telephones on the Capitol Complex, CCTS
• Network Operations Center (NOC) - for TEX-AN and HHSCN Statewide Networks
• TMAC AT&T Help Desk - for TEX-AN and SBC Circuits
• AT&T Help Desk - for AT&T TEXAN Circuits
• TEX-AN 2000 Help Desk - for TEX-AN
• HHSCN Help Desk - for all HHSCN customers
• Billing Help Hotline - for CCTS, TEX-AN and HHSCN
• Escalation of Trouble Calls
• Quality Assurance Contacts
• Telephone Directories & Agency Lists
• Reporting Trouble
• How-To Guide
• Contacts
• More Info on Specific Services
• TEX-AN ListServ
• Comments and Suggestions
• Forms & Documents

Help Desks

• CCTS 4-Help Desk (For Phones On-the-Capitol-Complex)

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.

• Network Operations Center (NOC) Help Desk

For all TEX-AN 2000 trouble calls with Voice, Data, Frame Relay, Equipment, and ATM problems:
Phone: 512-475-2432
Fax: 512-463-3456

NOC Hours of Operation:

Monday thru Friday from 7:30 am - 05:30 pm

• TMAC AT&T Help Desk

For all SBC TEX-AN 2000 and HHSCN trouble calls on Voice, Data, Frame Relay & ATM call: 800-792-8725. From the Austin area, please call 512-609-6200.

• TMAC Hours of Operation

Monday thru Sunday 24 hours a day.

About the TMAC:
The TMAC is a Help Desk facility contracted by the State of Texas and the Telecommunications Division to be our primary resource in resolving circuit outages.

For all other problems including all equipment outages, please call the Network Operations Center (NOC) Help Desk.

• AT&T Help Desk

All our AT&T customers should call the AT&T Help Desk to report any AT&T circuit trouble. This is a new, special AT&T Helpdesk dedicated to TEX-AN customers.

Toll-Free Number for the AT&T Help Desk - The toll free number is 866 MY TEXAN (866-698-3926).

The AT&T Helpdesk is staffed between the hours of 7 am and 7 pm. Monday thru Friday. After hours callers will be directed to the standard AT&T National Trouble Center, with the option to page a designated TEX-AN 2000 Help Desk on call staff member in the event of an emergency.

• HHSCN Help Desk

All Health and Human Services Consolidated Network (HHSCN) customers who need any type of personal computer hardware or software support or any Internet or data communications support should call the DIR HHSCN Help Desk at: 512-438-4720.

DIR HHSCN Help Desk Hours of Operation:

Monday thru Friday from 7:00 am - 7:00 pm
After hours support available on call.

• Billing Help Hotline (CCTS, TEX-AN, or HHSCN)

Please contact our Billing Department directly at the Billing Hotline: 512-475-3513.

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

• TMAC TEX-AN Escalation Procedures
• NOC On-Call / After-Hours Procedures
• AT&T Team On-Call
• Verizon Team On-Call

Quality Assurance Contacts

Please contact Gina Gardner at 512-936-2249 or Don Emmons at 512-463-4713.

Telephone Directories & Agency Lists

• CCTS Printed Directory
• DIR Telephone Numbers
• Communications Technology Services Division Telephone Numbers and Contacts
• List of State Agencies by Agency Code
• List of State Agencies by Agency Name

Guidance and How-To Pages From Our Web site

• How to Order Voice and Data Services
• Who Can Use the TEX-AN 2000 Contracts (Eligibility)
• What Is Needed For an Internet Connection on TEX-AN 2000
• How to PIC Long-distance Service Provider
• Where to find the latest billing dates

More Information About

• 1+ Long-Distance Services
  • Toll-Free Dedicated Services
  • Toll-Free Services
  • Toll-Free Switched Services
• Access and Access Circuits
• ATM Services
• Basic Internet Services
  • Connecting to the Internet
  • Internet Routers & Equipment
  • High Speed Internet Services
  • Permanent Virtual Connections
• Billing Services
  • Taxes, Surcharges, etc.
• Calling Card Services
• Capitol Complex Services
• Cellular & Wireless Services
• Conference Bridge Services
• Data Services
  • Data Transport Services
  • AT&T Data Transport Services
  • SWB Data Transport Services
• Directory Services
  • CCTS Directory Online
• Equipment Installation & Purchase
• Equipment - TSD Direct Services
• Facilities Planning Services
• Frame Relay Services
• Interpreter Services
• Intra / Inter-LATA Services
• Local Services
• Long-Distance Services
• Pagers / Paging Services
• Pay Phone Long Distance Services
• Point-to-Point Services
• Ports
• Quality Assurance
• State Operator Services
• Taxes, Surcharges, etc.
• TEX-AN 2000
  • List of All TEX-AN 2000 Data Services
  • List of All TEX-AN 2000 Voice Services
  • List of TEX-AN 2000 Contracts
  • Security On TEX-AN 2000
  • Telecom Supply & Materials
  • TEX-AN 2000 ListServ
• Video Services
• Voice Mail Services On CCTS
• Voice Services
• Wireless & Cellular Services

Reporting Trouble

• Emergency Circuit and Equipment Outages
• Non-emergency Circuit and Equipment Outages
• Prioritizing Outages
• Information That Will Be Required When You Call For Help

Reporting Emergency Circuit Outages

For Any Telecommunications Trouble Needing Immediate Resolution:

FOR CIRCUIT OUTAGES, call the TMAC Help Desk:800-792-8725 or 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.

Non-Emergencies

Issues Needing Resolution by the Next Business Day:

Non-Emergencies Email
512-463-3456, Fax contact and problem information:
For Circuit Outages please call the TMAC Help Desk: 800-792-8725 or 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)

HHSCN

• 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 telecommunications 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.