1、 ATIS-041700-001 Industry Guidelines for Toll Free Number Administration March 2012 Abstract: The following Guidelines provide the industry with a set of working principles for the administration of toll free service in the ten-digit 800 Service Management System (SMS/800) database. The Guidelines d
2、escribe how Resp Orgs should exchange information with each other to promote the efficient use of toll free numbers and to ensure that toll free numbers will be allocated among users on a fair, equitable, and orderly basis. These Guidelines have been accepted by industry participants and Resp Orgs a
3、re expected to follow them. Copyright 2012 by the Alliance for Telecommunications Industry Solutions Inc. All rights reserved. The Industry Guidelines for Toll Free Number Administration, Issue 14 dated March 15, 2012, is copyrighted, printed, and distributed by the Alliance for Telecommunications I
4、ndustry Solutions (ATIS). Except as expressly permitted, no part of this publication may be reproduced or distributed in any form, in an electronic retrieval system or otherwise, without the prior express written permission of ATIS. All requests to reproduce this document shall be in writing and sen
5、t to: ATIS Administrator for Standards Processes The Current Resp Org will be provided with immediate notification (via phone call and email) from the SMS/800 Help Desk following any SMS/800 Help Desk Resp Org Change (as the result of a Resp Org request via an SMS-10 Form) on that number; and The Se
6、rvice Subscriber may revoke the XXX99 assignment at any time. Prior to submitting a Resp Org change on a Toll Free number that is coded with an XXX99 Resp Org ID, the Submitting Resp Org is required to first exercise extra care in validating the Toll Free Subscriber information in order to assure th
7、at the Toll Free number is, in fact assigned to the Toll Free Subscriber requesting the change. This verification of Subscriber information may be accomplished by: Obtaining verification from the Current Resp Org. Reviewing a copy of the authorization documentation (Subscriber Directive), obtained f
8、rom the Current Resp Org. Reviewing bill-copy that clearly indicates the identity of the Subscriber of the Toll Free number. Such other verification that clearly confirms that the Customer requesting the Resp Org change is the current and valid Toll Free Subscriber. ATIS-041700-001 15Resp Orgs are e
9、ncouraged to dial number(s) submitted for a Resp Org change to avoid errors resulting from Toll Free numbers that have been submitted incorrectly due to misidentification or transposition errors. Dialing a number, however, should not be used as the sole method for identifying the Subscriber of a Tol
10、l Free number designated XXX99, because Shared and Bundled Service calls may terminate to customers who are not the Toll Free Subscriber. Special steps for SMS/800 Help Desk processing of Resp Org changes to Toll Free numbers with XXX99 Resp Org IDs are contained in Section 3.2.8. Resp Orgs utilizin
11、g the XXX99 code should have a signed Subscriber Directive from the Toll Free Subscriber on file, or other internal Resp Org records as documentation for the XXX99 assignment. Resp Orgs utilizing the BRU99 code for seasonal applications must forward to DSMI the letter of request and a letter identif
12、ying the Toll Free Subscriber and detailing the reason for the request to suspend the service temporarily. 3.2.7 Help Desk Resp Org Changes The SMS/800 Help Desk will provide immediate notification to the Current Resp Org, via email and a phone call, within thirty (30) minutes of processing a Help D
13、esk Resp Org change for a number that has been coded XXX99. This notification will include notice that the Help Desk Change Request (SMS-10 Form) has been received and will provide the contact name and contact number of the Requesting Resp Org along with a copy of the SMS-10 Form. If the Current Res
14、p Org is aware that a Help Desk Change has been processed in error, the Current Resp Org should notify the Help Desk that an unauthorized and improper change in Resp Org has occurred. The Help Desk will immediately reverse the Rep Org change upon receipt of the following: A copy of the signed Subscr
15、iber Directive Form or other acceptable documentation of the original XXX99 assignment; and Either: o A signed Letter from the Subscriber, authorizing the Current Resp Org to reverse any unauthorized Help Desk Resp Org Changes, acting as Agent on the Subscribers behalf (See Subscriber Directive Form
16、 in Appendix I); or o A newly executed LOA, providing instructions to the Resp Org to regain control of the number. The Toll Free Subscriber may revoke the XXX99 assignment at any time by completing the Revocation Section at bottom of the Subscriber Directive Form. Doing so will remove special consi
17、derations associated with Resp Org changes. 3.2.8 SNAC Reject Codes The following standard Resp Org change Reject Codes have been accepted by the industry: Table 1: Resp Org change Reject Codes Reject Reason Code ATIS-041700-001 16Customer name mismatch/missing 01 Address mismatch/missing (verificat
18、ion done if address is different but all other information is the same) 02 Contact/Customer signature missing 03 Toll-free Shared or Bundled 04 Customer signature date missing/or expired (must be less than 30 days) 05 Sent to wrong Resp Org 06 Toll Free Number not listed on request 07 All data misma
19、tch 08 LOA missing or linking Reseller/Subscriber LOA missing 09 Illegible LOA 11 More recent LOA (provide copy of LOA to Resp Org) 12 Unauthorized contact/Customer signature 15 3.3 Trouble Reporting Considerations 3.3.1 Whenever the Resp Org for an SMS/800 record is changed, the potential for misha
20、ndling trouble reports related to that Toll Free number increases substantially. This is particularly true during the period of time between when the Resp Org change is being made on the SMS/800 record, and when the Submitting Resp Org completes the appropriate traffic routing changes on the SMS/800
21、 record. 3.3.2 While the potential for increases in trouble report mishandling cannot be eliminated, it can be reduced significantly by: Minimizing the time between the Resp Org change and completion of any associated routing changes on the SMS/800 record. Ensuring that the Current Resp Org understa
22、nds that no disconnect of traffic can be performed based on a Resp Org change. Only a disconnect request from the Toll Free Subscriber can authorize deletion of the record in the Toll Free Service Providers switch. 3.3.3 The Submitting Resp Org is responsible for accepting, referring, and/or resolvi
23、ng all Toll Free Service trouble reports related to a change of Resp Org in the SMS/800. 4 SMS/800 Help Desk Responsibilities 4.1 Preface SMS/800 Help Desk is the organization that administers the SMS/800 system for the centralized management of Toll Free numbers. This section outlines the responsib
24、ilities of the SMS/800 Help Desk. ATIS-041700-001 174.2 General Responsibilities The SMS/800 Help Desk will: Have a service orientation and appreciation of SMS/800 user time and sensitivity impacts to their business needs. o Provide services in accordance with Service Management Team FCC Tariff NO.
25、1. Provide logons and passwords for the SMS/800 System upon receipt of valid requests. Provide access to the SMS/800 to manage and administer Toll Free records. Provide coverage for user support with regard to the operation of the SMS/800: 7 days a week, 24 hours a day. Maintain a complete list of T
26、oll Free NXX codes and associated statuses, and providing that list to all Resp Orgs as changes occur, and making the list available upon request to all Service Providers throughout the area covered by the North American Numbering Plan. Receive requests for Unavailable numbers and if the requests me
27、et industry guidelines defined in Section 2.4.9, mark Toll Free numbers unavailable in SMS/800; the SMS/800 Help Desk will also monitor, verify, and maintain unavailable numbers. Provide adequate staffing for user support and SMS/800 trouble resolution. Resolve any errors with the SMS/800 entry and
28、SCP download process with the Resp Org within a reasonable time frame. Upon Resp Org request and, where necessary, SCP owner/operator approval, obtain and deliver any of the available SMS/800 reports. Treat all Customer information held by the SMS/800 Help Desk, or contained within support systems i
29、t uses, as confidential unless otherwise instructed by the Customer. However, all non-proprietary information (as defined in Section 1.2) will be made available to all other Resp Orgs and Toll Free Service Providers on an equal basis. The SMS/800 Help Desk will accommodate requests to complete Resp
30、Org change upon the receipt of properly authorized documentation found on under “Resp Org Resources.” In such situations, responsibility for verifying the accuracy of Customer information belongs to the Submitting Resp Org (see Section 3.2.3). For emergency requests, Resp Org changes will be accepte
31、d via fax. The SMS/800 Help Desk is responsible for providing appropriate procedures and forms for Help Desk Resp Org changes. The SMS/800 Help Desk will provide the Current Resp Org with a courtesy call and e-mail within 30 minutes after a Toll Free Number with an XXX99 code has been released. Form
32、s submitted by the Submitting Resp Org will be sent to the Current Resp Org. The industry procedure is described in a separate document, SMS/800 Help Desk Resp Org Change Process. For BRUXX numbers in unavailable status, the Help Desk will verify the Customer of record information prior to making a
33、change in Resp Org. (The number may remain in unavailable status until the Help Desk receives a written request to remove the record from unavailable status). ATIS-041700-001 185 Glossary Agent: Any authorized representative of a Toll Free Subscriber or a Toll Free Service Provider. The Agent is the
34、 entity whom the Toll Free Subscriber or the Toll Free Service Provider has authorized to act on its behalf to establish, change, or disconnect Toll Free Service. Authorized Resp Org: A Resp Org that submits a change in the selection of a Resp Org on behalf of a Toll Free Subscriber, with the Toll F
35、ree Subscribers authority verified in accordance with the procedures outlined in this document. Bundled Service: A contractual relationship between a Bundled Service Provider and its customer, where one or more Toll Free Numbers have been bundled (packaged) by the Bundled Service Provider with other
36、 services (e.g., advertising, answering services, product fulfillment, SMS messaging, and others). The Bundled Service Provider must make clear in the contract that the Toll Free Number is integral to the Bundled Service; that the Toll Free Number has been assigned to the Bundled Service Provider di
37、rectly from the SMS/800 Database; and that Subscribership cannot be transferred from the Bundled Service Provider to its Customer or to any other party. Bundled Service Provider: An entity that offers Bundled Services to its Customers. Codified: Relating to a body of law, rules, or principles that h
38、ave been organized into a code or other system. For the purposes of these guidelines, this term encompasses federal and state statutes, regulations, and ordinances, as well as case law and regulatory orders. Customer: An entity that purchases services from a Resp Org, A Toll Free Subscriber, a Toll
39、Free Service Provider, or an Agent of any of these entities. Executing Resp Org: The Resp Org that effects or is responsible for processing a request for a change of Resp Org assignment to a Subscribers Toll Free number. “C” Hoarding: The acquisition by a Toll Free Subscriber of more Toll Free Numbe
40、rs than the Toll Free Subscriber intends to use for the provision of Toll Free Service. The definition of Hoarding also includes number brokering, which is selling of a Toll Free number by a private entity for a fee. (FCC regulations, Title 47 52.105). Mass Resp Org Change: A Resp Org change that in
41、volves multiple records associated with one or more Customers with minimums defined by the processing parties. These types of changes can normally be managed by exception, due to the unique nature of the request. North American Numbering Plan (NANP): The process for assigning ten-digit telephone num
42、bers in North America where the first three numbers represent an area code, the second three a local telephone exchange within that area, and the final four digits representing line number assignments within the exchange. North American Numbering Plan Administrator (NANPA): The organization that is
43、responsible for administering the NANP. SMS/800 Help Desk: The organization that administers the SMS/800 system for the centralized management of Toll Free numbers. NXX Code: The three digits (in positions 4, 5, and 6) in an 8XX-NXX-XXXX number. PIN or Authorization Number: A unique Customer selecte
44、d number (significant to the authorizing party) purposefully used to validate authorization to change the Resp Org. Resold Toll Free Service: Toll Free Service that is resold by the Customer of a Toll Free Service Provider to a Toll Free Subscriber or to another Toll Free Service Reseller. ATIS-0417
45、00-001 19Responsible Organization (Resp Org): The entity designated to manage and administer a Customers SMS/800 records. Resp Org Identification (Resp Org ID): A 5 character code that designates or points to the Responsible Organization associated with a specific Toll Free number. The 5 characters
46、include a unique 2 character entity code followed by 3 additional alphanumeric characters. A Resp Org may request to specify the last 3 characters following its two character unique entity code (with the exception of XXX99). Every Toll Free number that resides in the SMS/800 database must have a Res
47、p Org ID. The SMS/800 Help Desk maintains and publishes the contact names, and phone numbers for Resp Org Operations, Primary Contacts, and Trouble Reporting, associated with each operational Resp Org ID in the SMS/800. Service Control Point (SCP): The real-time database systems in the Exchange Carr
48、ier network that contain routing instructions downloaded by the SMS/800. Shared Use Toll Free Service: A Toll Free Service which terminates traffic to more than one purchaser based upon some unique identification capabilities (e.g., PINs, authorization codes). Shared Use Toll Free Service Provider:
49、Entity that offers Shared Use Toll Free Service to its Customers. State Commission: The term State Commission shall include any entity with state-designated authority to resolve the complaints of such states residents arising out of an allegation that an unauthorized change of a telecommunication services provider/or change of Resp Org has occurred. Submitting Resp Org: The Resp Org that requests, on the behalf of a Toll Free Subscriber, that the Subscribers Toll Free number be ported, and seeks to become the control or managin
