Support Hours
Monday–Friday | 7:00 AM–6:00 PM CDT
After-hours support is available for Urgent issues only
If you’re experiencing an issue with Cytracom Voice (UCaaS) or ControlOne, use one of the methods below. Providing complete information upfront allows are our team to begin troubleshooting immediately and reduce unnecessary back-and-forth.
Contact Methods
Email (Preferred)
support@cytracom.com
Best for submitting detailed information, screenshots, and logs.
Chat
Visit cytracom.com and use the chat widget to submit a ticket.
Phone
Call → 877-411-2987
• Option 1 → Option 1 for UCaaS
• Option 1 → Option 2 for ControlOne
What to Include in Your Ticket
Providing detailed, accurate information reduces follow-up questions and speeds resolution.
For UCaaS (Voice, Fax, Desktop or Mobile Apps)
Include:
• What users are experiencing (dropped calls, phones not registering, one-way audio, etc.)
• When the issue began (date and approximate time)
• Number of users, phones, or extensions affected
• Affected site or office location
• Whether inbound, outbound, or both directions are impacted
• Any error messages displayed
• Phone model(s) involved
• Best callback number
For ControlOne (Networking & Connectivity)
Include:
• Description of the issue (site offline, packet loss, routing issue, etc.)
• When the issue began (date and approximate time)
• Affected site name and physical location
• Whether the outage is complete or intermittent
• ISP name and circuit type (fiber, cable, DIA, etc.)
• Firewall or edge device model
• Any recent network or configuration changes
• Best callback number
Urgent & After-Hours Support
Urgent support is reserved for critical outages with significant business impact and no available workaround.
If the issue affects only one user or has a temporary workaround, submit it as High priority.
Examples of Urgent Issues
UCaaS:
• Entire site unable to make or receive calls
• Multiple phones not registering
• Auto-attendant, call queues, or emergency calling down
• All fax services are unavailable
ControlOne:
• Entire site offline
• Total WAN or LAN outage
• All users are unable to access the internet or cloud services
• Core gateway or security outage
If an urgent issue occurs outside standard support hours:
Call → 877-411-2987
An answering service will ask whether the issue is urgent or can wait until the following business day and create a ticket.
• If urgent, the on-call technician is paged immediately.
• If not urgent, the ticket will be worked on the next business day.
Please be prepared to provide your company name, issue description, affected users/location(s), and callback number.