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Customer Service Guide (CSG)


   

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If you have a telecom issue and don't know how to resolve it, you may contact your Account or Service Manager

Account Managers:
*Suzi Wagner: 608-252-4697, sv1291@att.com

*Tony​​​​ Wineinger:  262-506-2861, aw2121@att.com
 
*Sara Schroeder: 608 252-4665,
ss1927@att.com: BCN and Agency Data and Video Applications

*Kristen Miles:  608-849-7405, km4248@att.com

 

Service Managers:  

*Dan Van Abel: 608-282-7444, 608-770-2101,
dv1864@att.com

*Jo Anne Connar: 262-225-6973, 414-630-1570, jc6596@att.com

 

 

STATE OF WISCONSIN Customer Service Guide (CSG)
Table of Contents

Table of Contents

INTRODUCTION      

Purpose        

Document Maintenance and Ownership 

YOUR Account Team          

SERVICE ORDERS    

POTS / CENTREX     

ISDN Centrex /ISDN Prime/DSO-DS1, HiCap Circuits, /MIS (BVoIP, IP Flex) / CPE orders           

Voice Mail    

AT&T Service Order delivery dates         

REPAIR         

POTS / Centrex / ISDN Centrex / ISDN Prime / DSO & HiCap Circuits         

MIS (IP Flex / BVoIP)         

Voice Mail    

Customer Premise Equipment (CPE)       

UC ESCALATION CONTACT LIST  

UC ESCALATION CONTACT LIST MOVES ADD’S AND CHANGES         

MOBILITY     

BILLING        

POTS / Centrex / ISDN Centrex / ISDN Prime / DSO & HiCap Circuits / Email       

MIS ( IP Flex / BVoIP)        

CPE    

EDI

MISCCELLANEOUS REQUESTS      

Directories:  

Customer Service Records (CSR)  

Billing           

Centrexmate…

Business Direct………

Service Executives…

Account Managers


for a PDF version of CSG contact
DOADetTelecomAdministration@wi.gov  

 

INTRODUCTION

Purpose
This Customer Service Guide (CSG) specifies daily working practices and operational relationships pertinent to AT&T’s services during delivery and life cycle.  It is also meant to specify such work practices for existing products and services that the customer purchases and uses from AT&T

​​​​​​Document Maintenance and Ownership
This document is owned and maintained on behalf of AT&T by your Service Management team. Please provide them with any feedback or suggested changes you may have relative to this Guide.​​​​​ ​​

YOUR Account Team

Name

Title

 

OFFICE NUMBER (O)

CELL NUMBER (C )

 

E-MAIL

Jo Anne Connar

Service Exec

O: 262 225 6973

C: 414 630-1570

JC6596@att.com

Dan Van Abel

Service Exec

O: 608 282-7444

C: 608 770-2101

DV1864@att.com

Patricia Hamilton (Pat)

Area Management Service Manager

O: 248 6497855

C: 248-9714907

PH2595@att.com

Tom Taibl

Sales Manager

O: 608-252-1290

C: 262-844-6557

TT2365@att.com

Suzi Wagner

Account Manager

O: 608-252-4697

C: 608-335-4697

SV1291@att.com

Sara Schroeder

Account Manager

O: 608-252-4665

C: 608-770-0231

SS1927@att.com

Tony Wineinger

Account Manager

O: 262-506-2861

C: 414-379-6476

AW2121@att.com

 

Kristen Miles

Account Manager

O: 608 849-7405

C: 608 692-2915

KM4248@att.com

SERVICE ORDERS

POTS / CENTREX

Adds, Moves, Changes, Deletes, Directory Listings.
Call:  800 480-2203 Option 2, Option 5
Email:  madison.gem@rdsmail.ims.att.com

Sandra Aaberg               877 975-8974

Cheryl Fischer               877 975-7033

Cecelia Baier                 877 975-7185

Dean Labelle                 877 975-7023

Jeff Konkol                    877 975-7065

Mike Frahmann             877 975-7172

Andrea Reed                  877 975-7179

Linda Cleveland            877 975-8998

Business Office Manager: Diane Schmitt 262-896-5419

                Email: ds5657@att.com                   

              

 

ISDN Centrex /ISDN Prime/DSO-DS1, HiCap Circuits, /MIS (BVoIP, IP Flex) / CPE orders

Orders need to be placed with your AT&T Account Manager. 

Voice Mail

Add, Moves, Changes, Deletes
CALL:  888 444-4730
EMAIL: 
noc@network-data.com  
And: 
state.of.mwbilling@rdsmail.ims.att.com (if billing applies)


NOC Manager: Roy Money O:  847 385-6730 C:  847 873-2795   
rmoney@network-data.com

For Service Order escalations or if you need further assistance, please contact your AT&T Service Executive

AT&T Service Order delivery dates

Type of Service

Quantity of lines

Add New Lines

Move Existing Lines Within a Building - non-DOA bldg

Move Existing Lines to a Different Building

Change Analog to ISDN

Change ISDN to Analog

Change SP to MP

Change MP to SP

Change Features (non-Mate)

Customer Premise Wiring Required

Analog

1-5

5 BD

5 BD

5 BD

10 BD

 

 

 

3 BD

5 BD

Analog

5-20

5 BD

5 BD

5 BD

10+ BD

 

 

 

3 BD

5 BD

Analog

20+

Based on Availability

Based on Availability

Based on Availability

Based on Availability

Based on Availability

Based on Availability

Based on Availability

Based on Availability

Based on Availability

ISDN (SP)

1-5

10 BD

10 BD

10 BD

10 BD

5 BD

10 BD

 

3 BD

10 BD

ISDN (SP)

5-20

10+ BD

10+ BD

10+ BD

 

10+ BD

10+ BD

 

3 BD

10+ BD

ISDN (SP)

20+

Based on Availability

Based on Availability

Based on Availability

 

Based on Availability

Based on Availability

 

Based on Availability

Based on Availability

ISDN (MP)

1-5

10 BD

10 BD

10 BD

 

5-10 BD

 

10 BD

3 BD

10 BD

ISDN (MP)

5-20

10+ BD

10+ BD

10+ BD

 

Based on Availability

 

Based on Availability

3 BD

10+ BD

ISDN (MP)

20+

Based on Availability

Based on Availability

Based on Availability

 

Based on Availability

 

Based on Availability

Based on Availability

Based on Availability

 

Port to IP Flex Order Process

60 Days End to End

Customer provides Minimum Data Set (MDS, no CSR) to Technical Sales Consultant (TSC)

Start

TSC submits Support Request (SR) to Global Order Sales Support (GOSS)

48 Hours

Week 1

GOSS Screener assigns to Client Suppport Specialist (CSS)

24 Hours

GOSS CSS Accepts SR

48 Hours

GOSS CSS reviews MDS, requests Customer Service Record (CSR), completes forms package and sumits SR to National IP Front Door

5 BD’s

Week 2

Nation IP Front Door Screener review package and assigns to IP Flex Order Manager (OM)

48 Hours

OM reviews and submits orders to Local Exchnage Carrier (LEC)

5 BD’s

Week 3

LEC Approves and Rejects

20 BD’s

Weeks 4-6

LEC Intervals of 15-20 Busines Days to provide FOC

OM schedules Test & Turn Up (TTU) and sends Meeting Invite with details

 

Test & Turn Up

End

 

**BD = Business Day
**MP = Multipoint   SP = Single Point
**Based on Availability – due to size of these orders more time/ATT resources may be needed to complete, dates are agreed upon between AT&T Service Order and State Agency.
**Analog orders must go to the service order /business office (
madison.gem@rdsmail.ims.att.com). 

 ISDN orders need to go through your Account Manager.

REPAIR

 POTS / Centrex / ISDN Centrex / ISDN Prime / DSO & HiCap Circuits

Voice Services:  877 888-5622 Option 2, Option 5, Option 1
Data/Circuits:  877 888-5622 Option 2, Option 5, Option 2
Express Ticketing
https://att.com/expressticketing.       
         
Click here for express ticketing user guide

Repair Center Manager:  Theresa Slein O: 608 282-7492 C: 608 320-7583 TA2751@att.com

 

MIS (IP Flex / BVoIP)

Troubles can be reported in business direct or at: https://att.com/expressticketing.

Call:   1-877-288-8362  

PCAPs bvoip-support@att.com and your ticket and company name in the subject line

 

Voice Mail

CALL:  888 444-4730
EMAIL: 
noc@network-data.com  
NOC Manager: Roy Money O:  847 385-6730 C:  847 873-2795   
rmoney@network-data.com

 

Customer Premise Equipment (CPE)

Call:  800 248-8484

When reporting trouble please have the following information:
     Contract number of all service sites
     Hours of operation
     Brief description of the trouble
     Site contact name and telephone number

 DSL

 Call: 877 722-3755

 

For Repair escalations or if you need further assistance, please contact your AT&T Service Executive

UC ESCALATION CONTACT LIST

If you wish to contact the next level of support for any reason, please do so. Your CTL Team will be aware of any open support tickets and may have already escalated the issue for you.

LEVEL 1

Operations Technical Support Team (They are your main contact)
     UC Customer Care Portal: http://www.corp.att.com/ucportal/
     Call 1-888-999-0119 option 2, option 1 for UC voice, Option 2 for UC Central

LEVEL 2

Area Manager Diane Tenner Ofc 404 532-1240 Cell 404 661-7203 Email address dt3524@att.com     
Diane is available weekdays, Monday thru Friday from 8:30 am to 6:00 pm EST (Eastern Standard Time).

On Call Manager pager 404 464-1900 or 1-888-999-0119 option 2 for UC support, option 1 for UC voice, Option 2 for UC Central, UC Customer Care portal: http://www.corp.att.com/ucportal/
     On call manager is available weekends and Monday thru Friday from 6:00 pm to 8:00 am EST (Eastern Standard Time).

LEVEL 3

If your issue is still not resolved after escalating to Level 2 Please contact:

Service Executive
       Jo Anne Connar Ofc 262 225 6973, Cell 414 630-1570 jc6596@att.com

 

UC ESCALATION CONTACT LIST MOVES ADD’S AND CHANGES

LEVEL 1

For all moves, adds and changes contact the Operations Technical Support Team at: 1-888-999-0119 or http://www.corp.att.com/ucportal/ The Technical Support Team will send the request to the Service Delivery Team who then has three days to respond.

LEVEL 2     

Area Manager James Hopkins O: 972 649-8500 C: 214 250-8989 Email:  jh2965@att.com

LEVEL 3

If your issue is still not resolved after escalating to Level 2 Please contact:  Service Executive
     Jo Anne Connar 262 225 6973 , Cell 414 630-1570 jc6596@att.com

 

MOBILITY

Account Manager    David Holznecht Ofc 608 252-3603 Cell 608 358-2000 dh7970@att.com

 

Client Support Specialist:  Jamie Bogle:  Ofc: 715 551-0030 jb630s@att.com

Area Manager          Dawn Mallrat 715 571-0076 dm653p@att.com

Service Executive   Dan Van Abel Ofc 608 282-7444 Cell 608 770-2101 dv1864@att.com

BILLING

POTS / Centrex / ISDN Centrex / ISDN Prime / DSO & HiCap Circuits  

Call: 877 438-0041
Requests can be submitted via the Business Direct portal or using email to RDS

www.businessdirect.att.com or state.of.mwbilling@rdsmail.ims.att.com     

UNITY VOICE MAIL/UNIFIED COMMUNICATIONS

Call: 800 480-2203 prompt 3  

state.of.mwbilling@rdsmail.ims.att.com

 

MIS (IP Flex / BVoIP)

Call 877 811-4040

CPE

Contact your AT&T Account Manager regarding any billing disputes.

 EDI (Electronic Data Inter-change)       

                EDI Support Team, technical support (establish, delivery, EDI technical questions)

                EDI-Midwest@att.com

                EDIView Software Support Center 800-557-2455

 MISCELLANEOUS REQUESTS

If you have a request not listed, please contact your AT&T Service Executive

Directories:

Add/Change/Delete directory listings.
     Call:  800 480-2203 Option 2, Option 5
     Email: 
madison.gem@rdsmail.ims.att.com
     Business Office Manager: Diane Schmitt:  O: 262 896-5419
ds5657@att.com

Directory Delivery
     Request for directories:  866 329-7118 or mydirectories.yp.com
     Request fewer or no directories:  866 329-7118

Directory Proof
    
Request a directory proof for white page listings Email address DMUTX@att.com.
     Email address may be used for corrections to white page listings.

Customer Service Records (CSR)

Call:  800 480-2203 Option 2, Option 5
Email: 
madison.gem@rdsmail.ims.att.com
Business Office Manager: Diane Schmitt:  O: 262 896-5419
ds5657@att.com

Billing

Copies of bills

     Call:  877 438-0041

     Email:  state.of.mwbilling@rdsmail.ims.att.com


Bills on CD (and CSR’s)
     Business Direct: 
https://www.businessdirect.att.com/portal/index.jsp

Centrexmate

Call:   800 635-7371
Email:
cmatech@att.com

Business Direct

On line chat https://www.businessdirect.att.com/portal/index.jsp  or 800 221-0000

SERVICE EXECUTIVES


Dan Van Abel:

Jo Anne Connar

BCN

Administration (agency)

Mobility

Agriculture

 

Assembly

 

Children and Family

 

Commerce

 

Commerce

 

Communications Board

 

Corrections

 

DOA – Enterprise

 

Employee Relations

 

Employee Relations

 

Employee Trust Funds

 

Financial Institutions

 

Governor’s Office

 

Health & Family Services

 

Insurance Commission

 

Investment Board

 

Justice

 

Legis Tech Svc Bureau

 

Legislative Bureaus

 

Legislature

 

Lt. Governor’s Office

 

Military Affairs/Emergency Gov

 

Natural Resources

 

Public Defender

 

Public Instruction

 

Public Service Commission

 

Revenue

 

Secretary of State

 

Senate

 

Small Agencies

 

Supreme Court

 

Tourism

 

Transportation

 

UW Madison

 

UW-Hospital & Clinics

 

UW Systems (4 year and 2 year colleges)

 

Veteran’s Affairs

 

WHEDA

 

ACCOUNT MANAGERS

Sara Schroeder

Kristen Miles

Suzi Wagner:

Tony Wineinger

BadgerNet - BCN

UW Extension

Assembly

Administration

 

UW Foundation

Education Communications Board

Corrections

 

UW Hospital & Clinics

Employee Relations

DOA (agency)

 

UW Eau Claire

Financial Institutions

Employee Trust Funds

 

UW Green Bay

Health Services

Governor’s Office

 

UW Lacrosse

Insurance Commission

Lt. Governor’s Office

 

UW Milwaukee

Investment Board

Military Affairs / Emergency Gov

 

UW Oshkosh

Justice

Public Service Commission

 

UW Parkside

Legislature

Secretary of State

 

UW Platteville

Legislative Bureaus

Treasurer

 

UW River Falls

LTSB

 

 

UW Stevens Point

Natural Resources

 

 

UW Stout

Public Instruction

 

 

UW System

Revenue

 

 

UW Superior

Senate

 

 

UW Whitewater

Tourism

 

 

2 Year Schools

Transportation

 

 

Tech College System

Veterans Affairs

 

 

Children & Families

Workforce Development

 

 

DATCP

 

 

DSPS

 

 

Historical Society

 

 

Homeland Security

 

 

Judicial

 

 

 

Public Defender

 

 

 

State Fair Park

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