1、Problem Solvers to the Telecommunications IndustrySponsored byAlliance for TelecommunicationsIndustry SolutionsOrdering and BillingForumATIS/OBF-TFG-013INDUSTRY GUIDELINESFOR TOLL FREENUMBERADMINISTRATIONIssue 13 July 2003Industry Guidelines for Issue 13Toll Free Number Administration July 2003Copyr
2、ight 2003 by the Alliance for Telecommunications Industry Solutions Inc.All rights reserved.The Industry Guidelines for Toll Free Number Administration, Issue 13 dated July 2003, iscopyrighted, printed and distributed by the Alliance for Telecommunications Industry Solutions(ATIS) on behalf of the A
3、TIS-sponsored Ordering and Billing Forum (OBF).Except as expressly permitted, no part of this publication may be reproduced or distributed inany form, in an electronic retrieval system or otherwise, without the prior express writtenpermission of ATIS. All requests to reproduce this document shall be
4、 in writing and sent to:OBF Manager, c/o ATIS, 1200 G Street, NW, Suite 500, Washington, DC 20005. OBF FundingCompanies (which are defined in the OBF Guidelines) should refer to the OBF Guidelines asrespects their rights to reproduce this publication.For ordering information, please contact:Alissa M
5、edley, OBF Project ManagerATIS1200 G Street N.W., Suite 500Washington, DC 20005(202) 434-8822amedleyatis.orgA complete OBF Document Catalog and Ordering Form is available on the ATIS Web Site at: http:/www.atis.org/atis/clc/obf/obfdocs.htmIndustry Guidelines for Issue 13Toll Free Number Administrati
6、on July 20031NoticeThis document was originally developed by the Ad Hoc 800 Database Committee, a committeeunder the auspices of the Carrier Liaison Committee and sponsored by the Alliance forTelecommunications Industry Solutions (ATIS). The document has been modified and is nowmaintained by the SMS
7、/800 Number Administration Committee (SNAC) of the ATIS Orderingand Billing Forum (OBF). The OBF provides a forum for customers and providers in thetelecommunications industry to identify, discuss and resolve national issues which affectordering, billing, provisioning and exchange of information abo
8、ut access services, otherconnectivity and related matters. The SNAC is responsible for identifying and incorporating thenecessary changes into this document. All changes to this document shall be made throughthe OBF issue resolution process and adopted by the SNAC as set forth in the OBF Guidelines.
9、This document is maintained and exclusively distributed by ATIS under the direction of theOBF.Note: FCC Order 97-123, adopted April 4, 1997, permanently codified certain portions of thisdocument particular to the assignment and utilization of ten-digit Toll Free numberadministration (Section 2) in o
10、rder to address Industry concerns related to the prematureexhaust of the Toll Free Numbering Resource. Readers are advised to review and understandthe implications of these FCC Orders and pay attention to the future FCC Orders that mayimpact the information provided in this document.Disclaimer and L
11、imitation of LiabilityThe information provided in this document is directed solely to professionals who have theappropriate degree of experience to understand and interpret its contents in accordance withgenerally accepted engineering or other professional standards and applicable regulations. Norec
12、ommendation as to products or vendors is made or should be implied.NO REPRESENTATION OR WARRANTY IS MADE THAT THE INFORMATION IS TECHNICALLYACCURATE OR SUFFICIENT OR CONFORMS TO ANY STATUTE, GOVERNMENTAL RULE ORREGULATION, AND FURTHER NO REPRESENTATION OR WARRANTY IS MADE OFMERCHANTABILITY OR FITNES
13、S FOR ANY PARTICULAR PURPOSE OR AGAINSTINFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS. ATIS SHALL NOT BE LIABLE,BEYOND THE AMOUNT OF ANY SUM RECEIVED IN PAYMENT BY ATIS FOR THISDOCUMENT, WITH RESPECT TO ANY CLAIM, AND IN NO EVENT SHALL ATIS BE LIABLE FORLOST PROFITS OR OTHER INCIDENTAL OR CONSEQUENTIA
14、L DAMAGES. ATIS EXPRESSLYADVISES THAT ANY AND ALL USE OF OR RELIANCE UPON THE INFORMATION PROVIDED INTHIS DOCUMENT IS AT THE RISK OF THE USER.Industry Guidelines for Issue 13Toll Free Number Administration July 20032Table of ContentsIntroduction _ 31. Resp Org Responsibilities_ 41.1 Preface _ 41.2 G
15、eneral Responsibilities _ 41.3 Trouble Reporting Responsibilities_ 51.4 Media Stimulated Mass Calling (MSMC) Events Notification Section_ 62. Ten-Digit Toll Free Number Administration _ 82.1 Preface _ 82.2 Basic Principles _ 82.3 Specific Toll Free Number Requests _ 112.4 Service Management System f
16、or Toll Free Numbers _ 113. Coordinated Conversion of Toll Free Service_ 133.1 Preface _ 133.2 Change of Resp Org _ 133.3 Changing Toll Free Service Providers _ 203.4 Trouble Reporting Considerations _ 214. SMS/800 Help Desk Responsibilities_ 224.1 Preface _ 224.2 General Responsibilities _ 225. Sub
17、scriber Complaints, Customer of Record Disputes, Slamming Resolution andRegulatory Interfaces_ 236. Glossary _ 24Appendix I: Overview of the Toll Free Responsible Organization Change Process_ 27Appendix II: Historical Letters of Transmittal _ 31Industry Guidelines for Issue 13Toll Free Number Admini
18、stration July 20033IntroductionOn May 1, 1993, the management and assignment of 800 numbers transitioned from theInterim 800-NXX Plan to ten-digit management in the national 800 Service ManagementSystem (SMS/800) database.The following guidelines were cooperatively developed, reviewed and approved b
19、y the Ad Hoc800 Database Committee (a committee of the Carrier Liaison Committee) for the purpose ofproviding the industry with a set of working principles for the administration of 800 Service inthis changed environment.At the February 1995 session of the OBF (#49), the Ad Hoc 800 Database Committe
20、e officiallyadopted a new name and began to function operationally as the SMS/800 NumberAdministration Committee (SNAC).These guidelines were partially modified in planning for the implementation of 8XX ServiceAccess Codes by the SNAC to contain agreements reached to support resource exhaust, whenap
21、plicable. Resource exhaust is defined as an emergency situation where the industry hasagreed to invoke conservation measures to delay exhaustion of the toll fee number resource.Conservation measures proved ineffective, however, and the FCC invoked allocation on January25, 1996, with the issuance of
22、the Report and Order (Toll Free Service Access Codes, Reportand Order, 11 FCC Rcd 2496. 888 Allocation was eliminated May 27, 1997, with the issuanceof FCC Order 97-123 which codified portions of these guidelines.*These guidelines are arranged in five sections; Resp Org Responsibilities, Ten-Digit T
23、oll FreeNumber Administration, Coordinated Conversion of Toll Free Service, SMS/800 Help DeskResponsibilities, and a Glossary. It is expected that all participants in the provision and use ofToll Free Service demonstrate a good faith effort towards adherence to these guidelines, andwhile compliance
24、is voluntary, deliberate abuse of these guidelines may be referred by anyparticipant to the Federal Communications Commission of the United States government, or tothe Director General, Spectrum Engineering, Industry Canada, as appropriate.*CODIFIED PORTIONS WILL BE ITALICIZED AND IDENTIFIED BY A “C
25、” IN THE LEFT-HAND MARGINEffective with the release of Issue 13 of the Industry Guidelines for Toll Free NumberAdministration (July 2003) all Resp Orgs who are operational at that time are eligible toreceive a complimentary copy of this document (refer to CSB #SMS-03-22, Issued on July25, 2003). Ple
26、ase note that Resp Orgs must initiate the request via the ATIS DocumentCenter prior to the expiration date noted on the CSB.On a going forward basis, any newly established Resp Org is entitled to receive a one-timecomplimentary copy (the most recent document in publication) of the IndustryGuidelines
27、 for Toll Free Number Administration. Requests for additional documents afterreceipt of a complimentary document will be provided to the requestor via the existingATIS ordering process at a fee.Industry Guidelines for Issue 13Toll Free Number Administration July 200341. Resp Org Responsibilities1.1
28、PrefaceThe entity identified by the Toll Free Service Customer that assumes the duty of managing andadministering the appropriate records in the 800 Service Management System (SMS/800) isreferred to as the Responsible Organization (Resp Org). This section outlines theresponsibilities of the Resp Org
29、 for managing and administering the SMS/800 record. Thefollowing are principles that have been identified as being essential to operating as aCustomers Resp Org: Adhere to the “Industry Guidelines for Toll Free Number Administration” Work with the SMS/800 Help Desk Administrator to obtain, maintain,
30、 and correctlyutilize SMS/800 interface capabilities and the Toll Free number resources allocated toSMS/800 for Customer assignment. Adhere to agreements established through the Alliance for TelecommunicationsIndustry Solutions (ATIS, formerly ECSA) industry forum process. (Refer to the“Reference Li
31、st for Toll Free Service“, which can be obtained from the SMS/800 HelpDesk).1.2 General ResponsibilitiesThe Resp Org is responsible to its Customer for management of the SMS/800 record and theappropriate coordination with other entities involved in providing the Customers Toll FreeService. This may
32、include, but is not limited to, coordination with Toll Free Service Providersand the SMS/800 Help Desk. The following general responsibilities are necessary for propermanagement of the SMS/800 record.A Resp Org will: Have only one Customer for an SMS/800 record.NOTE: For Shared Use Toll Free or Bund
33、led Services, the Provider of theShared Use Toll Free or Bundled Service is treated as the Customer.NOTE: The process for managing duplicate Toll Free numbers thatexisted prior to May 1, 1993, is outlined in Section 2.2.2.NOTE: The process for managing the temporary referral of a mis-advertised numb
34、er is outlined in Section 2.2.7. Inform its Customer of the specific function that it, as a Resp Org, will perform. Inform its Customer of the specific responsibilities the Customer assumes foridentifying its requirements to the Resp Org. Inform its Customer of the specific responsibilities the Cust
35、omer assumes foridentifying its requirements to the Toll Free service Provider. Develop its own process for its Customer to notify it of changes to an SMS/800record.Industry Guidelines for Issue 13Toll Free Number Administration July 20035 Implement, in a timely manner, all Customer requested change
36、s to the SMS/800record to support the Customers Toll Free Service. Treat all Customer information as confidential unless otherwise instructed by theCustomer. This information is and must be treated as Customer Proprietary NetworkInformation. However, all non-proprietary information will be made avai
37、lable to allother Resp Orgs and Toll Free Service Providers on an equal basis. Non-proprietaryinformation has been identified as: the Toll Free number, the Resp Org identification,the status of the Toll Free number or Customer Record in SMS/800, and theassociated effective date and time of the Custo
38、mer Record. For multi-carrier routingsituations, the Area of Service (AOS) of the Customer Record is considered proprietarybut viewable by those Toll Free Service Providers (with SMS/800 access) listed on theCustomer Record.NOTE: Multi-carrier routing cannot be provided for the Canadian portionof an
39、y SMS/800 Customer Record. It is to be noted that multi-carrierSelection Capability (MCSC)in Canada and multi-carrier Routing in theU.S. are different. If requested by any party, provide the Toll Free number status, Resp Orgidentification, and trouble referral number for any Toll Free number listed
40、inSMS/800. Upon request or related discussion, a Resp Org may either provide the Customer witha copy of the Overview of Toll Free Responsible Organization Change Process Documentor inform the Customer of the contents of that Document (see Appendix 1). This isparticularly important when a new relatio
41、nship is being established with the Customer. Conduct an internal reconciliation process annually to ensure that Toll Free numberresources are being properly assigned to SMS/800 categories, are being utilizedeffectively, and allow for the reclamation (return) of number resources as appropriate.1.3 T
42、rouble Reporting ResponsibilitiesThe Resp Org is responsible for accepting, referring, coordinating, and/or resolving all troublereports related to a Toll Free Service for which it is identified as the Resp Org in SMS/800. Thefollowing general responsibilities are necessary for proper management of
43、the Toll Free Servicetrouble.MCSC based on six-digit call routing criteria was implemented in Canada by February 1996. Theimplementation complies with a CRTC Order (Telecom Order CRTC 95-574). MCSC provides capabilitiesfor toll-free access services to be selected based on originating NPA, originatin
44、g NPA-NXX, time of day, dayof week, specific date and percentage allocation for calls originating in Canada and terminating in Canadaor originating in Canada and terminating in the U.S. (where a business relationship exists). TheSMS/800 view capabilities for MCSC are currently not available to SMS/8
45、00 users.Provisioning Guidelines for MCSC will be incorporated into the “Canadian Industry Guidelines for 800Toll Free Services” CIG-800, which can be obtained from Industry Canada, 300 Slater Street, 15th Floor,Ottawa, Ontario, KIA OC8, Canada, Attention DOS P-P Tel: (613) 990-4761, Fax: (613) 990-
46、3341 or onthe internet at http:/www.tsacc.ic.gc.ca/CILC/.Industry Guidelines for Issue 13Toll Free Number Administration July 20036 Provide the appropriate contact number(s) for Toll Free Service troubles on a 24-hour-a-day, 7-day-a-week basis, for accepting Toll Free Service trouble reports from itsCustomer or oth
