Mercy CSS / DirectTV Support Documentation

TV Support Information

Business Hours Support

Monday – Friday

8:00am – 4:30pm CST

Cadence Technology Services

314-627-5900 x 2

support@844cadence.com

 CSS 24/7/365 Support Line:

14-237-1330

service@cssdtv.com

Please ask them to CC support@844cadence.comthe  when making a ticket with CSS Support Team.


During business hours, support steps:

1. Ask for the callers' name, phone number, and department they are in (facilities/nursing/etc).
   
   
2. Ask the caller what type of issues they are having in regards to visual, auditority, or complete black outs on the device.
   
3. Ask how many TV's are effected and where in the hospital they are located. Ask if any TVs have been replaced before the issue arose. If this issue happened after the replacement, verify the device's model number. (Not "LG" but a specific model and manufacturer label on the back of the TV)
   
4. If multiple TVs are affected and/or have been replaced before the problem arose, we will need the model numbers of each TV to provide to CSS. The easiest way to confirm is with a picture of the manufacturing label on the back of the TV.
   
   
5. If the TV's have not been replaced have the caller check all connections to the TV(s). This will be HDMI, power, and coaxial (if applicable). If issues are auditory or button response from the Pillow Talk Remote, have them check the connection on the remote at the wall and the remote. Have them replace the device with another to see if that resolves the issue. (Facilities managers should have extras)
   
   
6. Engage with CSS Support Line for further trouble shooting.
7. CSS needs access a laptop that is onsite at Mercy as part of their troubleshooting. This laptop hooks to a TV that then gives CSS a view of active services. This laptop is located in the 5th floor mechanical room. The lapVerify that CSS can see access through the TeamViewer application on the laptop.
   
   
8. If CSS cannot see the TeamViewer, reach out to Mercy at 314-525-1082 and ask for Facilities/Maintenance. You will need to inform the operator you are with Cadence and helped facilitate the DirecTV installation and are calling regarding a trouble ticket submitted. If the Operator is hesitant ask to speak to Jason Delashmit (Facilitiers/Maintenance Manager). 
   
9. Once you are connected to someone in the Facilities/Maintenance department, ask them to go to the mechanical room on the 5th floor and verify the internet connection and TeamViewer login screen on the laptop. The laptop is located on the rolling rack that is attached to a TV showing live feeds.
   1. If the application is closed, this is the icon they will need to look for on the desktop.
   2. They will need to provide you the "YourID" and Password fields. You will then need to provide those to CSS Support so they can remote into the device and live TV feed.
   3. Stay on the on the line with CSS until they confirm they see the issue/remapped the new tv/etc.