CGS implemented the Computer Telephony Integration (CTI) system on October 6, 2016. Please be advised that the CTI is unable to authenticate provider information when the Provider Transaction Access Number (PTAN) contains any alpha character (e.g., 123456X or 12X345). Therefore, at this time, if you have a PTAN with an alpha character, when calling the Provider Contact Center, select Option 9 for general questions. You will be directed to a CSR who will then follow the authentication process. CGS is working to update the CTI in order to authenticate this type of PTAN.
For more details about the CTI, please refer to the previously published resources listed below.