1、 ATIS-041700-002 Industry Guidelines for Toll-Free Number Administration October 2016 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
2、describe 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
3、are expected to follow them. i The Industry Guidelines for Toll Free Number Administration, Issue 15, dated October 14, 2016, is copyrighted, printed, and distributed by the Alliance for Telecommunications Industry Solutions (ATIS). As a leading technology and solutions development organization, the
4、 Alliance for Telecommunications Industry Solutions (ATIS) brings together the top global ICT companies to advance the industrys most pressing business priorities. ATIS nearly 200 member companies are currently working to address the All-IP transition, 5G, network functions virtualization, big data
5、analytics, cloud services, device solutions, emergency services, M2M, cyber security, network evolution, quality of service, billing support, operations, and much more. These priorities follow a fast-track development lifecycle from design and innovation through standards, specifications, requiremen
6、ts, business use cases, software toolkits, open source solutions, and interoperability testing. ATIS is accredited by the American National Standards Institute (ANSI). The organization is the North American Organizational Partner for the 3rd Generation Partnership Project (3GPP), a founding Partner
7、of the oneM2M global initiative, a member of and major U.S. contributor to the International Telecommunication Union (ITU), as well as a member of the Inter-American Telecommunication Commission (CITEL). For more information, visit www.atis.org. Notice of Disclaimer The Toll-Free Subscriber may revo
8、ke 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 that the Toll-Free Number i
9、s, in fact assigned to the Toll-Free Subscriber requesting the change. Note that it may be necessary to utilize more than one verification procedure to ensure that the individual making the request is indeed the proper Toll-Free Subscriber. This verification of Toll-Free Subscriber information may b
10、e accomplished by: Obtaining verification from the Current Resp Org. Reviewing a copy of the authorization documentation (Subscriber Directive Form), obtained from the Current Resp Org. Reviewing bill-copy that clearly indicates the identity of the Toll-Free Subscriber of the Toll-Free Number. Such
11、other verification that clearly confirms that the Customer requesting the Resp Org change is the current and valid Toll-Free Subscriber. Resp Orgs are encouraged to dial number(s) submitted for a Resp Org change to avoid errors resulting from Toll-Free Numbers that have been submitted incorrectly du
12、e to misidentification or transposition errors. Dialing a number, however, should not be used as the sole method for identifying the Toll-Free Subscriber of a Toll-Free Number designated XXX99, because Shared and Bundled Service calls may terminate to customers who are not the Toll-Free Subscriber.
13、Special steps for the Help Desk processing of Resp Org changes to Toll-Free Numbers with XXX99 Resp Org IDs are contained in Section 3.2.7. Resp Orgs utilizing the XXX99 code should have a signed Subscriber Directive Form from the Toll-Free Subscriber on file, or other internal Resp Org records as d
14、ocumentation for the XXX99 assignment. ATIS-041700-002 15 Resp Orgs utilizing the BRU99 code for seasonal applications must forward to Somos the letter of request and a letter identifying the Toll-Free Subscriber and detailing the reason for the request to suspend the service temporarily. 3.2.7 Help
15、 Desk Resp Org Changes for Resp Org ID XXX99 The Help Desk will provide immediate notification to the Current Resp Org, via email and a phone call, within thirty (30) minutes of processing a Resp Org Change Help Desk Intervention Request (formerly the SMS 10 Form) for a number that has been coded XX
16、X99. This notification will include notice that the Resp Org Change Help Desk Intervention Request has been received and will provide the contact name and contact number of the Submitting (Requesting) Resp Org along with a copy of the Resp Org Change Help Desk Intervention Request. If the Current Re
17、sp 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/or improper change in Resp Org has occurred. The Help Desk will immediately reverse the Rep Org change upon receipt of the following: A new Resp Org Change H
18、elp Desk Intervention Request; or A copy of the signed Subscriber Directive Form or other acceptable documentation of the original XXX99 assignment; and Either: o A signed Subscriber Directive, pre-authorizing the Current Resp Org to reverse any unauthorized Help Desk Resp Org Changes, acting as Age
19、nt on the Toll-Free Subscribers behalf (See the “check box” on the Subscriber Directive Form in Appendix I); o A separate signed letter from the Toll-Free Subscriber, authorizing the Current Resp Org to reverse any unauthorized Help Desk Resp Org Changes, acting as Agent on the Toll-Free Subscribers
20、 behalf); 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 consideratio
21、ns 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 3.1: Resp Org change Reject Codes Reject Reason Code Customer name mismatch/missing 01 Address mismatch/missing (verification done if address is
22、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 ATIS-041700-002 16 Reject Reason Code
23、 All data mismatch 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 Auto-rejected by Submitter 16* Expired 17*Resp Org is no longer in control of the Toll-Free Number 18* *NOT
24、E: Rejects 16 18 are automatically generated by the Resp Org Change Management System. 3.3 Trouble Reporting Considerations 3.3.1 Whenever the Resp Org for an SMS/800 record is changed, the potential for mishandling trouble reports related to that Toll-Free Number increases substantially. This is pa
25、rticularly 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 record. 3.3.2 While the potential for increases in trouble report mishandling cannot be el
26、iminated, 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 understands that no disconnect of traffic can be performed based on a Resp Org change. Only a disco
27、nnect 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 resolving all Toll-Free Service trouble reports related to a change of Resp Org in the SMS/800. 4
28、Help Desk Responsibilities 4.1 Preface The Help Desk is the organization that administers the SMS/800 platform for the centralized management of Toll-Free Numbers. This section outlines the responsibilities of the Help Desk. 4.2 General Responsibilities The Help Desk will: Have a service orientation
29、 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. 1. Provide logons and passwords for the SMS/800 platform upon receipt of valid requests. ATIS-041700-002 17 Provide access to the SMS/8
30、00 platform 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 Toll-Free NXX codes and associated statuses, and providing that list to all Resp Orgs as changes occur, an
31、d making the list available upon request to all Toll-Free Service Providers throughout the area covered by the North American Numbering Plan. Receive requests for Unavailable numbers and if the requests meet industry guidelines defined in Section 2.4.7, mark Toll-Free Numbers Unavailable in the SMS/
32、800 platform; the 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 Service Control Point (SCP) download process with the Resp Org within a reasonable time fr
33、ame. 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 Help Desk, or contained within support systems it uses, as confidential unless otherwise instructed by the Customer. Howev
34、er, 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. After a Resp Org change has been submitted through the Resp Org Change Management System and has been rejected or expired, the Help Desk wi
35、ll accommodate requests to complete Resp Org change upon the receipt of properly authorized documentation found on under “Submit Requests.” In such situations, responsibility for verifying the accuracy of Customer information belongs to the Submitting Resp Org (see Section 3.2.3). The Help Desk is r
36、esponsible for providing appropriate procedures and forms for the Resp Org Change Help Desk Intervention Request. The 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. Forms submitted by the Su
37、bmitting Resp Org will be sent to the Current Resp Org. The industry procedure is described in a separate document, Help Desk Guidelines and Practices. For BRUXX numbers in Unavailable status, the Help Desk will verify the Customer of record information prior to making a change in Resp Org (the numb
38、er may remain in Unavailable status until the Help Desk receives a written request to remove the record from Unavailable status). 5 Glossary Agent: Any authorized representative of a Toll-Free Subscriber or a Toll-Free Service Provider. The Agent is the entity whom the Toll-Free Subscriber or the To
39、ll-Free Service Provider has contractually authorized to act on its behalf to establish, change, or disconnect Toll-Free Service. 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 B
40、undled Service Provider with other 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
41、(as Service Subscriber) to the Bundled Service Provider directly 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. Centra
42、lized Resp Org Change (ROC) Management System: Enables Resp Orgs to administer Toll-Free Number Resp Org Changes and store the associated Letter of Agency (LOA) along with supporting documentation in a centralized location. This system standardizes the process of Resp Org Change ATIS-041700-002 18 m
43、anagement, submission, and processing of the change requests as well as provides access to the history of the change transactions and supporting documentation. Codified: Relating to a body of law, rules, or principles that have been organized into a code or other system. For the purposes of these gu
44、idelines, this term encompasses federal and state statutes, regulations, and ordinances, as well as case law and regulatory orders. Codified sections of this document have been labeled with a “C”. Customer: An entity that purchases services from a Resp Org, A Toll-Free Subscriber, a Toll-Free Servic
45、e Provider, or an Agent of any of these entities. Executing (Current) 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 Number
46、s 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). Help Desk: The organization that administers the
47、 SMS/800 platform for the centralized management of Toll-Free Numbers. Lag Time: The interval between a Toll- Free Numbers reservation in the Service Management System database and its conversion to Working Status, as well as the period of time between disconnection or cancellation of a Toll-Free Nu
48、mber and the point at which that Toll-Free Number Toll Free number may be reassigned to another Toll- Free Subscriber. Mass Resp Org Change: A Resp Org change that involves multiple records associated with one or more Customers with minimums defined by the processing parties. These types of changes
49、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 numbers 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 responsible for administering the NANP. NXX Code: The three digits
