What is Included? |
Standard Features
- Annual maintenance on covered equipment/service
- Local and long distance calling
- Analog devices (i.e., single-line, multi-line, conference, cordless, and line status indicator)
- Digital/IP-phone devices (i.e., Meridian speaker, display, and adjuncts)
- Attendant consoles (i.e., Centracom and Tone Commander)
- Norstar devices
Non-Standard Features
- Single and multiple-line answering machines (i.e., Panasonic KX-TM100 and Lucent 1782)
- Head and ear support systems (i.e., Plantronics H Series)
Requests for non-standard features should be directed to the Customer Service Center (CSC) at the number listed below.
Related Links: Types of telephones and equipment [PDF, 571KB] 
What You Should Expect? |
- Telecommunications Service Intervals: Target Timelines [PDF, 29KB]
- Please contact your CSS for installation estimates and planning
- Installation by mutually agreed upon due dates
- Ordering tasks are performed during regular business hours, Monday through Friday, 8 a.m. to 5 p.m.
- CSC Communications Systems Specialists (CSS) are dedicated to providing price quotations and low-cost alternatives, clarifying order information, monitoring order status, and updating billing information. They also help with the analysis and development of the appropriate product and service mix to fulfill specific short and long term customer needs
- Integrated ordering, inventory, and billing in a shared database that's accessible to customer Telecom Coordinators to enable service order tracking, usage reporting and billing review. Customer Telecom Coordinators also receive automatic Service Bulletins announcing changes in equipment offerings, price, and procurement procedures.
- Automated agency billing - included in monthly call detail provided by CMS Business Services
- Detailed trouble tickets documenting repair/maintenance issues through to successful resolution
- Coordination of training in the efficient use of products and services
- Notification of manufacturer discontinued equipment
How Can You Help? |
- Perform a routine review of billing for errors, underutilized service, special features and equipment
- Provide a designated agency contact and related contact information for BCCS to interface with when needed
- Perform an annual reconciliation to insure accurate assignment
- When reporting trouble please provide the following information:
- What is the telephone number in trouble?
- What is the name and telephone number of the person reporting trouble?
- Who is the site contact person and their telephone number?
- What is the type, color and location of the telephone?
- What is the trouble?
Need More Information? |
| Price quotes: | Find your CSS [PDF, 35KB] |
|---|---|
| Repair & Other questions: | Customer Service Center (CSC) In Springfield: 217-524-4784 Other locations: 800-366-8768 (follow prompt selection) BCCS website |
| Billing Questions: | CRF Billing Help Desk: 217-524-9369 |
Please Note: Any repairs that were due to customer neglect or abuse will be billable to the agency. The agency will be charged accordingly for labor and material during regular business hours, after-hours, weekends and holidays.
Some examples are as follows:
- Clearing manual call forward
- Volume was turned down
- Telephone was not plugged in
- Spilled drinks on equipment
- Stolen equipment (time and materials)
- Customer's personal equipment
- Acts of Nature (lighting)
Please reference Telephone Quick Checks [PDF, 21KB]
Service Order Information |
- Provide an authorization (i.e., billing) code for the purpose of billing the usage
- The CSC offers a handbook for agency Telecommunications Coordinators:
- All customer requests for toll free numbers must be channeled through the Telecommunications Coordinator. They must be submitted on a Telecommunications Service Request (TSR). A TSR requires a Telecommunications Coordinator's signature.