Business Ip-Flex Fiber service for Phones and Internet are down, HELP!

Greetings to the group. I work for a nursing home and last Thursday (Jan. 12, 23) our Ip-Flex Fiber system went down and has not started working again.  We have submitted a ticket through Express Ticketing in order to notify AT&T of the issue and it has made it to Tier 6 tech support on the still open trouble ticket. They haven't been able to communicate with the Ciena device in the facility so the best I have gotten is that there is a circuit issue.  Any ideas or help with an actual phone number that will get me to a live person to discuss or come to some resolution on this? The number provided by AT&T is automated for the ticket status, and every attempt to call other numbers results in a a wrong department such as residential, a continuous  and seemingly never ending transfer from one person to the next, or my favorite thank you for calling DirectTV.

Any help would be appreciated.