Telecommunications (IVR) Update

September 11, 2020

As announced in previous articles, various business-oriented IT solutions will be live in production as of Monday, September 14, 2020. Two of these solutions provide the backbone for the Telephone Service Center (TSC): The Telecommunications Infrastructure solution and the Interactive Voice Response (IVR), which also enables provider access to self-service applications [Provider Telecommunications Network (PTN) and Automated Eligibility Verification System (AEVS)].

The deployment activities for these services will occur outside of standard TSC business hours (8:00 a.m. to 5:00 p.m. Monday thru Friday) on Friday, September 11, 2020. From 5:15 p.m. to 7:15 p.m., callers dialing Medi-Cal may experience a disruption in service and/or calls may not be successfully completed as dialed. Callers are encouraged to call outside of this window, or redial if the call is not successful during the deployment window.