Intrastate Long Distance Voice Services
Section III: Features and Feature Packages
Intrastate Long Distance Voice Services offers the features described below. Customers of Intrastate Long Distance Voice Services must subscribe to one or more of four Feature Options, as described herein. Each of the four Feature Options is characterized by Base Features, which all Customers of that Feature Option receive and for which they are responsible for all associated charges. Additional features are also available as part of a Combined Feature Package or on an a la carte basis.
Please see the following sections for feature information:
2. FEATURES
Each Customer is responsible for: (1) the charges associated with the Base Features for the Feature Option which it has chosen; (2) the charges associated with the Combined Feature Package(s) which it has chosen, if any; (3) the charges associated with the individual features within the Combined Feature Package(s) which it has chosen, if any; and (4) the charges associated with individual a la carte features it has chosen, if any.
Feature Option A (formerly Feature Option 1): Feature Option A (Option A) offers inbound and outbound service.
|
Monthly Recurring Charge |
$0.00 |
|
Nonrecurring Charge |
0.00 |
|
Monthly Recurring Charge |
$ 50.00 per toll free number |
|
Nonrecurring Charge |
100.00 per toll free number |
|
Change Charge |
50.00 per change |
|
Individual Feature Change Charge |
50.00 per change |
Feature Option B (formerly Feature Option 2): Feature Option B (Option B) offers inbound and outbound service. The following charges apply per Corp ID:
|
Monthly Recurring Charge |
$0.00 |
|
Nonrecurring Charge |
0.00 |
|
Monthly Recurring Charge |
$150.00 |
|
Nonrecurring Charge |
150.00 |
Feature Option C-1 (formerly Feature Option 3A): Feature Option C-1 (Option C-1) offers outbound service only and is characterized by a private dialing plan.
|
Monthly Recurring Charge |
$ 0.00 |
|
Nonrecurring Charge |
5000.00 |
Feature Option C-2 (formerly Feature Option 3B): Feature Option C-2 (Option C-2) offers inbound toll free service only. The following charges apply per toll free number:
|
Monthly Recurring Charge |
$0.00 |
|
Nonrecurring Charge |
0.00 |
|
Monthly Recurring Charge |
$50.00 |
|
Nonrecurring Charge |
50.00 |
|
Change |
25.00 |
1. 10/15-Digit Restrictions. A Customer may specify individual 10‑ or 15-digit phone numbers to be blocked.
2. 800 MultiManager. This feature is available to Customers who split their toll free traffic between the Company and other carriers. It is available only on toll free numbers for which the Company has been designated Resp Org, and for which complex routing records are utilized in the SMS/800 Database. A complex routing record is an SMS/800 Customer record which contains multiple Inter Exchange Carriers. With MultiManager, the Company is the single point-of-contact for provisioning toll free service, trouble handling, disaster and contingency planning, SMS/800 Database support, and Multi-Carrier application planning and design. Customers electing this feature will be entitled to capacity on the Company network equal to up to twice the amount of traffic, measured in minutes of usage, reasonably forecasted by the Customer for that month. (If no traffic forecast has been provided the Company, then the Customer will be entitled to capacity on the Company network equal to up to twice the amount of traffic, measured in minutes of usage, actually billed in the immediately preceding full month.) The monthly and installation charges apply per toll free number for Feature Option A service and per Corp ID for Feature Options B and C-2 service; the change charge applies per toll free number.
|
|
Nonrecurring |
||
|
|
Monthly |
Installation |
Change |
|
Feature Option A |
$50 |
$250 |
$0 |
|
Feature Options B and C-2 |
250 |
500 |
250 |
3. Account and Identification Supplementary Codes. Two types of supplementary codes are available for both Inbound Service and Outbound Service and they are subject to the Feature Option selected below: Identification (ID) Codes or Account Codes. With both types of codes, calls cannot be completed without entry of the specified codes. In addition, with ID codes, the calls are not completed until codes are verified for accuracy. As an option, the Call Detail report can be sorted by Supplementary Codes.
Feature Option A: Account and Identification Supplementary Codes are available for Feature Option A service Customers with Outbound Service. Account codes are part of the basic feature package. Verified and Customer Verified Accounting Codes and ID Codes are available on an a la carte basis.
Feature Option B: This feature is available as part of the Combined Feature Package. Effective February 1, 2006 this feature will be sold on an a al carte basis.
Feature Option C-1:
ID Codes: Dialed for calls to each dedicated access line group, Dial 1 telephone number (ANI) or Vnet 800 Remote Access Number equipped for such codes. An ID Code may be dialed in combination with an Accounting Code as defined below. Both the ID and Accounting Code may be of Customer-specified length, so long as the total number of digits of both does not exceed eleven. If the dedicated access line group or ANI is equipped for the code(s), the Customer can select, on that line group or ANI, that either the codes must be dialed on all Voice Services calls, or must be dialed only for off-net 10-digit and off-net international calls. Charges for ID Codes will not be pro-rated to accommodate less than a block increment of 100 codes. ID Codes are available on an a la carte basis.
|
|
Charges |
|
|
|
Installation Per Customer |
Monthly Per Customer |
|
ID Codes (per Block of 100) |
$40 |
$40 |
Account
Codes: Account Codes are not available for Feature Option C-1 service Customers.
Feature Option C-2:
ID Codes: For ID Codes, codes are ordered in blocks of 100. A Customer can order up to 90,000 blocks. All ID Codes in a given block and all Account codes must be of the same length, and may be up to 11 digits. The Change Charge will apply to additions of a block of Account or Identification Supplementary Codes.
|
|
Charges |
||
|
|
Monthly |
Installation |
Change |
|
ID Codes (per Block of 100) |
$30 |
$50 |
$50 |
Account
Codes: Account Codes allow the Customer to track usage of its toll free number back to specified user codes and/or to limit use of its toll free number to only those dialing authorized codes. This feature requires that additional digits be dialed after the regular 10-digit toll free number is dialed. This feature applies only to calls carried on the Company network.
|
|
Charges |
||
|
|
Monthly |
Installation |
Change |
|
Account Codes (per number) |
$30 |
$0 |
$0 |
4. Accounting Codes.
Non-verified. A Customer can specify that non-verified Accounting Codes (up to 11 digits) are to be dialed from specific dedicated access groups, Dial "1" telephone numbers (ANIs) and Calling Cards.
Verified. Provides a Customer with a means of restricting and itemizing calls, according to specific digits, designated by the Company, that must be dialed at the end of a long distance number. The length of the codes may vary from 2 to 6 digits. Verified Accounting Codes may be verified against a specific list of valid numbers for call restriction and for cataloging by code the calls made. The following charges for Verified Accounting Codes do not apply to Customers who subscribe to the Combined Feature Package. Effective February 1, 2006, these charges are no longer part of the combined routing feature package. All new Customers who subscribe to this feature will be charged as stated below:
|
Monthly Recurring Charge |
$ 40.00 per 100 codes |
|
Nonrecurring Charge |
40.00 per 100 codes |
Customer Verified. Customer Verified Accounting Codes is available to Customers of Feature Option A and provides a Customer with a means of restricting and itemizing calls, according to specific digits, specified by the Customer, which must be dialed at the end of a long distance number. The length of the codes may vary from 2 to 8 digits. Customer Verified Accounting Codes may be verified against a specific list of valid numbers for call restriction and for cataloging by code the calls made. The following charges for Customer Verified Accounting Codes do not apply to Customers who subscribe to the Combined Feature Package.
|
Monthly Recurring Charge |
$ 35.00 per 100 codes |
|
Nonrecurring Charge |
25.00 per 100 codes |
5. Alternate Routing. This feature allows the Customer to pre-define alternate routing arrangements that can be activated upon command in the event of a Customer emergency. Up to 99 alternate plans per toll free number can be established. The Customer must have at least two different locations for this routing feature to be applicable. The monthly charge applies to each toll free number under each plan stored by the Company for the Customer. The Change Charge will apply per toll free number to any change in the number or make-up of alternate plans, to cancellation of the feature, or to cancellation of the toll free number with which the feature has been associated. Alternate Routing is not available in Super Routing Plans.
|
Monthly Recurring Charge |
Nonrecurring Charges |
||
|
Installation |
Activation |
Change |
|
|
$50.00 |
$10.00 |
$50.00 |
$50.00 |
6. Automatic Number Identification (ANI). This feature allows an Inbound Service Customer to receive the working number of the calling party as part of the call setup. The working telephone number is commonly referred to as Automatic Number Identification or ANI. ANI is a subscription option available on both inband (Multi-Frequency (MF) and Dual Tone Multi-Frequency (DTMF)) and out‑of‑band (ISDN PRI) dedicated access lines.
There are three charges associated with ANI: an installation charge, a monthly charge and an ANI Delivery charge. The monthly and installation charges apply per trunk group for Feature Option A service and per Corp ID for Feature Option B service. A $0.01 per call ANI Delivery charge is incurred each time the ANI is delivered at the time of call setup for Customers of Feature Options B and C-2.
|
|
Monthly |
Nonrecurring Installation |
Per ANI Delivered |
|
Feature Option A |
$200 |
$350 |
n/a |
6.1 ISDN ANI. This feature allows an inbound service Customer to receive the ANI over the ISDN D-Channel and is available only with PRI access.
There are two charges associated with ISDN ANI: a monthly charge and an ANI Delivery charge. The ANI Delivery charge is incurred each time the ANI is delivered at the time of call setup.
|
Monthly Recurring Charge |
Per ANI Delivered |
|
$0.00/Service Group |
$0.01 |
7. Call Area Selection/Tailored Call Coverage. This feature allows the toll free service Customer to block calls from one or more specific originating areas at the domestic NPA or state level. Blockage from multiple originating areas is available at no additional charge. The Change Charge will apply when the Customer changes the group of originating areas to be blocked, when this option is removed from a toll free number, or when service is canceled for that toll free number.
|
Monthly |
Nonrecurring |
|
|
Installation |
Change |
|
|
$0.00 |
$150.00 |
$50.00 |
8. Call Detail. Individual call identification provided only when a call originates from a converted end office. There are no nonrecurring or monthly recurring charges for call detail on magnetic tape.
9. Card Access (Calling Card). A telephone calling card issued by Company at the Customer's request, which enables the Customer or user(s) authorized by the Customer (Authorized Users) to place calls over Companys network and to have the charges for such calls billed to the Customer's account. Company offers the following types of intrastate Card Access:
9.1 Standard
Card. Standard Card
enables Customer to use intrastate outbound Long Distance Voice Services and is
available via a toll-free number from any touch-tone dialing phone using DTMF
(dual tone multi-frequency). Authorized Users can dial 7-digit and 10-digit
private dialing plan numbers (which are numbers that the Company creates for
Customer using the Companys network database and intelligent platform and that can be translated to a 10-digit United
States number), and 10-digit public numbers (which are phone numbers
issued by a local exchange carrier).
9.1.1 Standard Card Usage Charges. The usage charges for outbound Intrastate Long Distance Voice Services apply based on the originating location.
9.1.2 Standard Card Surcharge. The following per-call charges apply to each Standard Card call other than calls to Intrastate Long Distance Directory Assistance. This charge will not apply to Customized Message Announcement.
|
Termination Location |
Surcharge |
|
U.S Intrastate |
$0.90 |
9.2 Chargeable Calling Card. Chargeable Calling Card enables the Customer to establish a fixed dollar amount available per Calling Card that is charged against Customers account as calls are made. If an Authorized User tries to exceed the fixed amount, he/she will be unable to make calls. As with Standard Card, Authorized Users can dial 7-digit and 10-digit private dialing plan numbers, 10-digit public numbers, and numbers that terminate in the international locations listed under Standard CardUsage Charges. Customers can establish Chargeable Calling Cards that are renewable at a previously-budgeted amount or expire after the initial amount is expended. Unless otherwise specified, standard Guide provisions and rates and charges for Calling Card apply.
9.2.1 No Resale. Chargeable Calling Cards cannot be resold by Customer. Violation of this resale prohibition is deemed a material breach establishing cause for the Companys immediate termination of Customers Chargeable Calling Cards. Customer will indemnify, defend, and hold the Company harmless from and against all claims of loss, damage, cost or expense arising from Customers attempted or actual resale of Chargeable Calling Cards.
9.2.2 Co-Branding. Customer may request that its logo or other identifying image be placed on the front of the Chargeable Calling Card. The inclusion of such logo or image is entirely within the Companys discretion, and the Company may refuse to include such logo or image. Customer will indemnify, defend, and hold the Company harmless from and against any loss, damage, cost or expense resulting from any third-party claim or allegation that any image or branding placed on the Calling Card at Customers request violates the service mark, trademark or other intellectual property rights of any third party.
10. Calling Station Identification. This feature is provided in two formats:
10.1 Non‑ISDN Calling Station Identification. This format allows the Customer to specify certain Dedicated Access Line (DAL) origination groups to transmit the originating station number to the Company. The following nonrecurring and monthly recurring charges will apply per DAL Group:
|
Monthly Recurring Charge |
$ 25 |
|
Installation Charge |
100 |
10.2 ISDN Calling Station Identification. This format allows the Customer to receive and transmit the originating station number via the Primary Rate Interface (PRI). The following nonrecurring and monthly recurring charges will apply per DAL Group:
|
Monthly Recurring Charge |
$ 25 |
|
Installation Charge |
100 |
11. Consolidated Billing. A Customer can elect to receive a single consolidated billing statement for all calls placed via Voice Services from all locations, including call detail on paper at the Customers option, or a location level invoice for each location.
12. Cross Corporate Identification Routing. This feature permits a Customer‑of‑record of inbound service to request that the Company route and terminate inbound traffic via any one or more of the toll free telephone numbers associated with the Customer‑of‑record's inbound service to any intrastate location, irrespective of whether the location is associated with the inbound service Corporate ID assigned by the Company to that Customer. All locations at which inbound service calls are terminated under this feature must have associated with them an inbound service Corporate ID. The Company will deliver the invoice for traffic routed in this way to the billing address of the inbound service Corporate ID of the location at which calls are terminated, or to the Customer-of-record of the inbound service, whichever is specified by the Customer. The non-billed party will be furnished with a call report summary showing all calls directed to terminating locations via this feature. Unless otherwise specified, the Customer-of-record will be responsible to the Company for payment of invoices for all calls terminated to those locations. In the event the Customer of record designates the terminating location as the responsible party, the Corp ID assigned to the terminating location will be responsible to the Company for payment of invoices for all calls terminating to that location. The toll free number Customer-of-record may request optional monthly billing reports and/or optional monthly magnetic tapes. A monthly recurring charge, as specified below, will be billed to the toll free number Customer-of-record for optional additional reports. All intrastate toll usage charges will apply as specified in the Intrastate Usage Rate Schedule. Charges generated as a result of cross‑corporate ID routed calls will be accumulated with charges to the inbound service Corporate ID of the billed party for the purpose of determining compliance with any minimum volume requirements and volume‑related discounts. The inbound service Customer‑of‑record requesting cross‑corporate ID routing will be responsible for any costs incurred by the including but not limited to, access and/or egress charges and any amounts the Company may be required to pay third parties, as a result of any errors in the Customers orders directing the cross‑corporate ID routing. All inbound features, with the exception of Direct Termination Overflow, can be used with Cross‑Corporate ID routing. There are no additional charges for Cross‑Corporate ID routing, except for the charge for the optional feature specified below. Cross Corporate ID billing to terminating locations is not available to Customers of ECR. A $100 charge per corporate ID will apply for optional additional reports.
13. Custom Reporting. Custom Reporting, which is available to Customers receiving service under a Special Customer Arrangement (SCA), is a collection of reports which provide monthly data which permits the Customer to track, review, and analyze traffic to monitor contractual commitments and service usage.
The following per-report charges apply to standard reports. Additional charges may apply for non-standard reports.
|
Monthly |
Nonrecurring |
|
|
Installation |
Change |
|
|
$300 |
$500 |
$500 |
14. Customized Range Privileges. A Customer may specify the type of Intrastate Long Distance Voice Services calls allowed for users on each Dedicated Access Line group, for each Intrastate Long Distance Voice Services Calling Card authorization code, on each Dial "1" ANI, and for each ID Code. For each Customized Range Privilege, the Customer defines the allowable state, area code, area code/exchange code combinations, and country code.
15. Day of Week Routing. This feature allows the Customer to arrange for calls to a single toll free service telephone number to be routed to different locations based on the particular day of the week. The Customer can establish a different routing arrangement for each day of the week, with a maximum of seven day types. The Customer must have at least two locations for this routing feature to be applicable.
16. Day of Year/Holiday Routing. This feature allows the Customer to arrange for calls to a single toll free service telephone number to be routed to different locations based on a Customer‑specified holiday. The Customer can establish a different routing arrangement for up to fifteen (15) single‑day holidays and three ranges (composed of up to ten (10) consecutive days) for a total of forty‑five (45) days in a one year period. The Customer must have at least two different locations for this routing feature to be applicable. The Customer must subscribe to Day of Week Routing in order to subscribe to this routing feature. The Change Charge will apply to any change in the number or make‑up of holidays or ranges, or to cancellation of the feature, or to cancellation of the toll free service number with which the feature has been associated.
|
Installation |
$110 |
|
Change |
50 |
17. Dialed Number ID Service (DNIS). This feature permits a Customer with multiple inbound service telephone numbers terminating in the same location to identify the specific toll free service telephone number which was dialed by the calling party. DNIS is only available with Dedicated Access Line terminations equipped for this feature. A Customer can request up to 1,500 DNIS designations per trunk group; above 1,500 designations, requests will be handled on an individual case basis. Charges apply per terminating location. The Change Charge will apply to any reconfiguration of outpulsed digits, to the cancellation of this feature, or to the cancellation of the toll free service number with which the feature has been associated.
|
|
Nonrecurring Charges |
|
|
|
Installation |
Change |
|
Feature Option A |
$200 |
$50 |
|
Feature Option B Inbound Only |
500 |
50 |
|
Feature Option C-2 |
500 |
50 |
18. Directed Billing. Directed Billing enables Customers to establish subaccounts on behalf of their employees, and to predetermine for which ANIs and/or Calling Cards charges will be billed to the Customer and for which ANIs and/or Calling Cards charges will be billed directly to those authorized users of the Customers service. This billing option will apply only to employees of the Customer. Employee subaccounts will be defined as one or more ANIs (for example, cellular ANIs or business lines at employees' homes) and/or one or more Calling Cards. Customers may choose to have either all calls (regardless of termination) or all off-net (non-private dialing plan number) calls from designated ANIs or Calling Cards billed to the end user (employee of the Customer).
All usage for employees' Directed Billing calls, regardless of whether billed to the employee or the Customer, will count as Qualifying Volume for the Customer. Usage volume billed to the Customer will count as Eligible Volume; usage volume billed to end users (employees) will not count as Eligible Volume. Usage will be billed to the employee at standard Guide rates. All calls are eligible for Time of Day discounts.
The Customer must verify to the Company in writing, that the Company is duly authorized to provide service for all employee subaccounts. These employee subaccounts must be designated for inclusion by the Customer under the Directed Billing. The Customer is responsible for designating the ANIs and Cards that will be included on the network and for placing all service orders to add, delete, or change such ANIs or Cards and/or to add, delete, or make changes to service for such ANIs or Cards. Each designated employee subaccount will be billed separately for its service. The Customer will be responsible, without limitation, for payment of delinquent employee subaccounts.
19. Intentionally omitted.
20. Disconnect Message Referral (DMR). This feature provides Customers who disconnect or change a toll free number with a recording that either informs callers that the toll free number has been disconnected, refers callers to a new number, or refers callers to a new number with an option to extend the caller to the specified destination. This feature is designed solely to assist in call completion by means of call referral or routing and provides no media-related or other information or service. The call may either terminate after the message announcement or proceed to another function. The monthly recurring charge applies, per toll free number, to messages that refer callers or extend callers to numbers other than numbers for which the Company is the designated Resp Org. The following options are available at the charges specified below.
|
Options |
Monthly Recurring Charges |
Usage Charges |
|
Disconnect Message |
$ 0 |
N/A |
|
DMR to a Company Number |
0 |
N/A |
|
DMR to a Non-Company Number |
150 |
N/A |
|
DMR to a Company Number with Call Extension |
0 |
|
|
DMR to a Non-Company Number with Call Extension |
150 |
20.1 Change Charges. A $50 Change Charge will apply, per change, at the time the change is made, for any of the following:
DMR Type Change
DMR Call Extension Termination Change
DMR Referral Number Change
DMR Extend Time Period Change
21. Electronic Billing. The Electronic Billing feature allows a Customer to view, analyze and pay (via electronic funds transfer) the invoice from Company via the Internet.
22. Exchange Routing. This feature allows the Customer to define two or more originating routing groups and to arrange that calls to a single toll free number placed from different routing groups will terminate at different locations. A routing group can consist of any combination of domestic NPA/NXXs. The service group to which calls from a particular originating routing group are to terminate need not be located in that originating routing group.
23. Intentionally omitted.
24. Geographic/Point of Call Routing. This feature allows the Customer to define two or more originating routing groups and to arrange the calls to a single toll free service telephone number placed from different routing groups will terminate at different locations within the same state. A routing group can consist of one or more valid Company domestic NPAs within the same state. The combination should include areas within the state and should exclude any areas blocked by Tailored Call Coverage. The service group to which calls from a particular originating routing group are to terminate need not be located in that originating routing group.
25. Intentionally omitted.
26. Intentionally omitted.
27. Hierarchy Billing. A Customer can specify invoicing at various levels of its organization for entities which it owns, franchises, or manages. In addition, the Customer can also request reporting for various levels of the organization. The Customer is responsible for designating the locations that will be included on the network for placing all service order adds, deletes, or changes. Each location may be billed separately or in a designated combination. The Customer will be responsible for remitting payment for usage charges associated with a particular location. The Customer also remains responsible for all terms and conditions provided under this Guide. A Customer can designate a maximum of 6,000 locations to receive separate invoices.
|
|
Installation |
Monthly Recurring |
|
Location Level Invoicing |
$0 |
$0 |
28. Hosted Interactive Voice Response - Enhanced Call Routing (ECR) Feature Option B, Option C-1 and Option C-2 Customers. ECR is a network‑based response capability which provides call routing features with Voice Services Toll Free service. ECR includes the provision of a variety of reports, including incoming call, call disposition and call extension reports. These Standard Reports include summary information and are each available in prescribed report-specific frequencies, including daily, weekly and/or monthly. Standard Reports can be ordered individually and include:
· the number of calls answered by Companys enhanced call routing (ECR) platform;
· the number of calls extended;
· the duration of each call;
· identification of the toll-free number dialed;
· how many extended calls were answered;
· number of busy signals;
· number of calls not answered.
ECR is available as ECR-Basic Service and ECR Advanced Service. The latter is Enhanced Called Routing with the following available Advanced Services: HostConnect, Network Database and/or Automatic Speech Recognition.
28.1 ECR-Basic Service Features. The following ECR features are available with ECR-Basic Service. All other toll free service features used to establish the ECR features will be charged as applicable.
· ECR Menu Routing. This option prompts callers to enter a single touchtone digit in response to voice prompts which are considered part of the menu routing option. The call then proceeds to another ECR feature or is extended to a final destination.
· ECR Message Announcement. This option plays prerecorded voice information referring callers to other numbers, explaining service conditions, or other information that a Customer desires to provide to callers. The call may either terminate after the Message Announcement, or proceed to another ECR feature or extend to a final destination.
· ECR Standard Database Routing. This option prompts callers to enter touchtone digits in response to voice prompts. Using these digits, or using automatic number identification (ANI), the call is then extended to a Customer location or to another ECR feature as defined in the ECR database. The Customer is responsible for providing the database in a specified content.
· ECR Busy/No Answer Rerouting (BNAR). This option monitors and reroutes unanswered calls to alternative Customer locations or to another ECR function upon detection of busy or no answer conditions.
· Caller Takeback/Giveback. This option allows the caller (Takeback) or agent (Giveback) to enter a touch-tone command which causes the call to disconnect from the terminating location and reconnect to the ECR call application. The caller or agent can then select other programmed options in response to voice prompts.
· Takeback and Transfer (TNT): This option allows the called party to enter a touch-tone command, which places the caller on hold, and reroutes the call to another destination. As an option, while the caller is on hold, the first called party can speak with the second called party at the new destination before the caller is connected to the second called party.
· Announced Connect: This option allows customized voice announcements or menu prompts to be provided to the terminating location before the caller is connected.
28.2 ECR Advanced Service Features. The following ECR features are available with ECR Advanced Service. All other toll free service features used to establish the ECR features will be charged as applicable.
· ECR Menu Routing. This option prompts callers to enter a single touchtone digit in response to voice prompts which are considered part of the menu routing option. The call then proceeds to another ECR feature or is extended to a final destination.
· ECR Message Announcement. This option plays prerecorded voice information referring callers to other numbers, explaining service conditions, or other information that a Customer desires to provide to callers. The call may either terminate after the Message Announcement, or proceed to another ECR feature or extend to a final destination.
· ECR Standard Database Routing. This option prompts callers to enter touchtone digits in response to voice prompts. Using these digits, or using automatic number identification (ANI), the call is then extended to a Customer location or to another ECR feature as defined in the ECR database. The Customer is responsible for providing the database in a specified content.
· ECR Network Database Routing. This option enables inbound calls to be routed automatically to the appropriate destination, based on information included in data fields for use by the call processing application. Network Database Routing enables Customer to make real-time updates to its database records. Using a touchtone phone, Customers can add, delete or change application database records such as personal identification numbers, account numbers, or zip codes. Depending upon the applications requested by Customer, this option may require customized development.
· ECR Host Connect Database Routing. HostConnect provides communication between Companys in-network interactive voice response (IVR) platforms and out-of-Company network Customer resources. HostConnect enables Companys hosted IVRs to retrieve and update data located on Customers host system (web service, website, database, mainframe, or API) via multiple protocols (ODBC, TN3270, XML, SOAP, HTML, and MQ). Information retrieved from Customers system can be announced to the caller, and/or be used in subsequent routing of the call. Depending upon the applications requested by Customer, this option may require customized development.
· ECR Busy/No Answer Rerouting (BNAR). This option monitors and reroutes unanswered calls to alternative Customer locations or to another ECR feature upon detection of busy or no answer conditions.
· Caller Takeback/Giveback. This option allows the caller (Takeback) or agent (Giveback) to enter a touch-tone command which causes the call to disconnect from the terminating location and reconnect to the ECR call application. The caller/agent can then select other programmed options in response to voice prompts.
· Takeback and Transfer (TNT). This option allows the called party to enter a touch-tone command, which places the caller on hold, and reroutes the call to another destination. As an option, while the caller is on hold, the first called party can speak with the second called party at the new destination before the caller is connected to the second called party.
· Announced Connect. This option allows customized voice announcements or menu prompts to be provided to the terminating location before the caller is connected.
· Automatic Speech Recognition (ASR). ASR allows the caller to speak the option/menu choices they want, instead of using the push buttons on the phone. Directed Dialog applications can support Yes/No prompts for a positive or negative response and recognize/process a string of up to 20 digits and a voice menu that supports a list of 20-25 menu items. Natural Language Speech Recognition allows callers to speak in a more natural way to the application, with the application recognizing and processing full phrases. Natural Language applications require custom development and a mutually-agreed statement of work.
28.3 Rates and Charges. The following per-minute platform charges, per-minute ECR transport charges, feature charges, non-recurring charges (NRCs) and monthly recurring charges (MRCs) apply:
28.3.1 Per-Minute Platform Charges.
A. Intrastate: A rate of $0.06 per minute, assessed in 6-second increments, is charged for the period beginning when the ECR system answers the call and ending when the call is released to the Customer service location (or, when the caller hangs up, the ECR call is terminated), except that a $0.01 per-call minimum platform charge applies.
28.3.2 Per-Minute ECR Transport Charges. The following per-minute usage charges apply for the period after the call is released to the customer service location, based on termination type at the customer service location, and ending when the call is terminated.
Intrastate Long Distance Usage Charges
28.3.3 ECR-Basic Feature Charges. The ECR feature charge is based on the functions used on a particular call. The feature charge for features used is applied once per call regardless of the number of times a feature is actually used during the call, except that for calls using the Caller Takeback and TNT features, the feature charge is applied each time the feature is used.
Charges will apply per platform when calls originate from one platform and terminate to another platform.
The following function charges apply:
|
ECR-Basic Feature |
Rate Per Call |
|
Menu Routing |
$0.06 |
|
Message Announcement |
$0.06 |
|
Standard Database Routing |
$0.07 |
|
Busy/No Answer Rerouting |
$0.01 |
|
Caller Takeback/Giveback |
$0.05 |
|
TNT (Includes Caller Takeback) |
$0.05 |
|
Announced Connect |
$0.01 |
|
A $0.01 minimum charge will apply per call. No discounts will apply to ECR feature charges. |
|
28.3.4 ECR Advanced Feature Charges. The ECR feature charge is based on the features used on a particular call. The feature charge for features used is applied once per call regardless of the number of times a feature is actually used during the call, except that for calls using the Caller Takeback and TNT features, the feature charge is applied each time the feature is used.
Charges will apply per platform when calls originate from one platform and terminate to another platform.
The following charges apply:
|
ECR Advanced Feature |
Rate Per Call |
|
Menu Routing |
$0.06 |
|
Message Announcement |
0.06 |
|
Database Routing (Standard, Network and Host Connect) |
0.07 |
|
Busy/No Answer Rerouting |
0.01 |
|
Caller Takeback/Giveback |
0.05 |
|
TNT (Includes Caller Takeback) |
0.05 |
|
Announced Connect |
0.01 |
|
ECR Advanced Feature |
Rate Per Minute |
|
Automatic Speech Recognition |
0.25 |
|
A $0.01 minimum charge will apply per call. No discounts will apply to ECR feature charges. |
|
28.3.5 ECR-Basic Supplemental Services. The following NRCs apply for each ECR-Basic supplemental service (ECR-Basic Supplemental Service) ordered by Customer:
|
Description |
NRC |
|
Assistance with Database(s) Creation |
$1,000* |
|
Assistance with Database(s) Change |
$500 |
|
Assistance with ECR Change |
$250 |
|
Remote Audio Update Install |
$100 |
|
Foreign Language Recording Install or Change |
$150 |
|
Installation (per application) |
$1,000 |
|
Standard Database Change (maximum of 50,000 database records per application) |
$250 |
|
ECR Call Flow Logic or Audio change |
$250 |
|
* Includes up to 50 pre-recorded or switch-based messages. An NRC of $250 is charged for each additional batch of up to 50 messages.
Please Note: An additional $1,000 expedited charge applies to any of the ECR-Basic Supplemental Services listed above which, at Customers request, is performed in less than Companys standard eight-day service interval. |
|
28.3.6 ECR Advanced Supplemental Services. The following NRCs apply for each ECR Advanced supplemental service (ECR Advanced Supplemental Service) ordered by Customer:
|
Description |
NRC |
|
Network Database Installation |
$1,000* plus $200/hour |
|
Assistance with Database(s) Creation |
$200/hour |
|
Assistance with Database(s) Change |
$200/hour |
|
Assistance with ECR Change |
$200/hour |
|
Remote Audio Update Install |
$100 |
|
Foreign Language Recording Install or Change** |
$150 |
|
Installation (per application) |
$1,000 |
|
Standard Database Change (maximum of 50,000 database records per application) |
$200/hour |
|
ECR Call Flow Logic or Audio Change |
$200/hour |
|
Host Connect New Development |
$200/hour |
|
Host Connect Application Change |
$200/hour |
|
Advanced Speech Development |
$200/hour |
|
Advanced Speech Application Change |
$200/hour |
|
* Includes up to 50 pre-recorded or switch-based messages. An NRC of $250 is charged for each additional batch of up to 50 messages.
** Charge does not apply to standard platform messages in British English, French, German, or Dutch. |
|
28.3.7 ECR Applications. An ECR Application is the complete machine-executable code that handles the call processing of an inbound call to ECR-Basic or ECR Advanced Service, as applicable. An MRC of $250.00 is charged per ECR application written for Customer pursuant to Customers request. An additional MRC is charged per ECR Application for each item described below when ordered:
|
Description |
MRC |
|
ECR Survey* (six months minimum required**) |
$250 per ECR Application activated to present questions for ECR Survey |
|
Remote Audio Update |
$100 per ECR Application activated to perform Update |
|
Network Database (applicable only with ECR Advanced Service) |
$500 per ECR Application activated per Network Database |
|
HostConnect Feature Charge (applicable only with ECR Advanced Service) |
$500 per ECR Application activated per HostConnect Feature Charge |
|
* An ECR Survey is a special report that displays the results of Customer-requested caller polling. ** Customer shall pay the MRC for at least six months even if Customer terminates ECR Survey prior to the completion of six months. |
|
28.3.8 Custom Call Records (CCRs): This option allows the Customer to receive call records via e-mail on a daily, weekly or monthly basis. Daily and weekly CCRs are shipped within 48 hours following the end of the daily or weekly cycle. Monthly CCRs are sent within 5 days following month end. The following monthly recurring charges apply, based on delivery method:
|
Delivery Method |
Monthly Recurring Charge |
|
Daily |
$750 |
|
Weekly |
300 |
|
Monthly |
150 |
28.4 ECR Terms and Conditions.
28.4.1 ECR-Basic Service Configuration Validation. For each ECR-Basic Service ordered, Company will provide Customer with a period not to exceed fifteen (15) business days (the Validation Period) to examine Companys implementation and inform Company if such implementation is consistent with Customers ordered configuration. Company will adjust any inconsistency of which it is informed so that it is consistent with Customers ordered configuration. After Company completes such adjustment and presents the adjusted implementation to Customer, the Validation Period will be extended three (3) business days. If Customer does not inform Company of any such inconsistency before the expiration of the Validation Period, the configuration implemented by Company shall be deemed to be final and Company will proceed to Service Activation (see below).
28.4.2 Service Activation Date/Service Commitment.
A. Service Activation Date. The Service Activation Date for an ECR Service will be the date that Customers Company account team notifies Customer that the Service is available for Customers use in a production environment. Customer will be charged for calls placed by or authorized by the Customer after an ECR Service is installed, including those placed prior to the Service Activation Date.
B. Service Commitment. Customer will maintain any ECR Service for a minimum of one year from the Service Activation Date.
C. Early Termination. In the event Customer terminates an ECR Service prior to the expiration of the one-year service commitment, or if Company terminates an ECR Service as a result of Customer's breach hereof, Customer shall pay to Company, in addition to accrued but unpaid charges, an amount equal to (i) Customers monthly recurring charges (at the one-year rate) multiplied by the number of months or partial months remaining in the applicable one-year service commitment at the time of termination, plus (ii) any third-party provider charges (e.g., local loop charges) incurred by Company as a result of such termination. The termination liability for any partial month shall be calculated on a per diem basis.
28.4.3 Use of Sensitive Personal Information. While ECR-Basic Service does not request personal information about individuals, it is possible for ECR-Basic Service customers to customize their ECR-Basic applications to collect this type of information (Sensitive Personal Information or SPI). Company has implemented strategies within the ECR-Basic Service architecture that adhere to industry-standard security principles regarding the acquisition of SPI and protection against its unauthorized disclosure, but ECR-Basic Service does not provide for the encryption of SPI. Accordingly, Company intends that SPI not be stored within the ECR-Basic Service platform. To the extent Customer does store SPI within the ECR-Basic Service platform, Customer does so entirely at its own risk.
28.4.4 Facilities. Customer is responsible for ensuring that equipment, software, wiring, power sources, telephone connections and/or communications services provided by Customer for use in conjunction with the ECR-Basic Service (Facilities) are compatible and continue to be compatible with Company's requirements. Company is not responsible for the availability, capacity and/or condition of Facilities. Also, Customer must purchase and maintain Company-provided toll-free service for use with the ECR-Basic Service.
28.4.5 Demarcation/Service-Affecting Activities. The point at which a call is handed off by the ECR Service from the Company network to the termination point at the Customers location is the Demarcation Point. Each party shall provide the other with reasonable notification of scheduled service-affecting activities on its side of the Demarcation Point. Each party shall use reasonable efforts to perform scheduled service-affecting activities in off‑hours (from 6:00 p.m. to 6:00 a.m.) after written notice to the other party. The scheduled service-affecting activities may occur at other times only after written agreement by both parties on an individual case-by-case basis. Nothing herein shall prevent Company from performing service-affecting activities without prior written agreement in the event of an emergency or other situation affecting service to Customer or other Company customers.
28.4.6 Customer Data. Certain ECR Advanced applications will access data residing on the Customers network, typically via HTTPS. Customer (and not Company) is responsible for taking any steps that may be required by law or otherwise to inform its customers that non-public and personal information will be accessed and made available to Company and to Customer for the limited purpose of providing the ECR Advanced Service and any relevant statements of work. Further, the parties acknowledge and will comply with any regulatory, legislative, or contractual requirements (including cooperating with law enforcement authorities, and complying with all applicable data protection, privacy, and similar laws) arising from such access and availability. Customer specifically acknowledges that Company is not liable for any use of the ECR Advanced Service by Customer in a manner that is inconsistent with legal requirements.
29. Intentionally omitted.
30. Hosted Voice Messaging Service (Voice-mail). The Voice-mail service description is located in the Non-Current Internet, Enhanced and Other Non-Telecommunications Services section. As of January 1, 2008, Hosted Voice Messaging Service (Voice-mail) is no longer available to new Customers.
31. ICT Integrated Call Tree. This offering is available to Option C-2 Customers. ICT completely integrates toll free and ECR features and functionality and makes them available in a single routing plan. Customer may subscribe to ICT feature options via the Network Manager. The following feature options are available.
31.1 Enhance Call Routing.
· ICT Announced Connect. This option allows customized voice announcements or menu prompts to be provided to the terminating location before the caller is connected.
· ICT Busy/No Answer Rerouting (BNAR). This option monitors and reroutes unanswered calls to alternative Customer locations or to another ICT function upon detection of busy or no answer conditions.
· ICT Caller Takeback/Giveback. This option allows the caller to enter a touch-tone command which causes the call to disconnect from the terminating location and access the ICT routing plan. The caller can then select other programmed options.
· ICT Menu Routing. This option prompts callers to enter a single touchtone digit in response to voice prompts which are considered part of the menu routing option. The call then proceeds to another ICT function or is extended to a final destination.
· ICT Message Announcement. This option plays prerecorded voice information referring callers to other numbers, explaining service conditions, or other information that a Customer desires to provide to callers. The call may either terminate after the ICT Message Announcement, or proceed to another ICT function or extend to a final destination.
· ICT Standard Database Routing. This option prompts callers to enter touchtone digits in response to voice prompts. Using these digits, or using automatic number identification (ANI), the call is then extended to a Customer location or to another ICT function as defined in the ICT database. The Customer is responsible for defining and maintaining the ICT databases.
· ICT Takeback and Transfer (TNT). This option allows the called party to enter a touch-tone command, which places the caller on hold, and reroutes the call to another destination. As an option, while the caller is on hold, the first called party can speak with the second called party at the new destination before the caller is connected to the second called party.
31.2 Toll Free.
· ICT 800 MultiManager. This feature is available to Customers who split their toll free traffic between the Company and other carriers. It is available only on toll free numbers for which the Company has been designated Resp Org, and for which complex routing records are utilized in the SMS/800 Database. A complex routing record is an SMS/800 Customer record which contains multiple Inter Exchange Carriers. With 800 MultiManager, the Company is the single point-of-contact for provisioning toll free service, trouble handling, disaster and contingency planning, SMS/800 Database support, and Multi-Carrier application planning and design. Customers electing this feature will be entitled to capacity on the Company network equal to up to twice the amount of traffic, measured in minutes of usage, reasonably forecasted by the Customer for that month. (If no traffic forecast has been provided the Company, then the Customer will be entitled to capacity on the Company network equal to up to twice the amount of traffic, measured in minutes of usage, actually billed in the immediately preceding full month.)
· ICT Account and Identification Supplementary Codes. Two types of supplementary codes are available: Identification (ID) Codes or Account Codes. With both types of codes, calls cannot be completed without entry of the specified codes. In addition, with ID codes, the calls are not completed until codes are verified for accuracy. As an option, the Call Detail report can be sorted by Supplementary Codes.
· ICT Alternate Routing. Allows the Customer to pre-define alternate routing arrangements that can be activated upon command in the event of a Customer emergency. Up to 99 alternate plans per toll free number can be established. The Customer must have at least two different locations for this routing feature to be applicable. Alternate Routing is not available in Super Routing Plans.
· ICT Cross Corp. This feature permits a Customer‑of‑record of inbound service to request that the Company route and terminate inbound traffic via any one or more of the toll free telephone numbers associated with the Customer‑of‑record's inbound service to any domestic or international location, irrespective of whether the location is associated with the inbound service Corporate ID assigned by the Company to that Customer. All locations at which inbound service calls are terminated under this feature must have associated with them an inbound service Corporate ID. The Company will deliver the invoice for traffic routed in this way to the billing address of the inbound service Corporate ID of the location at which calls are terminated, or to the Customer-of-record of the inbound service, whichever is specified by the Customer. The non-billed party will be furnished with a call report summary showing all calls directed to terminating locations via this feature. Unless otherwise specified, the Customer-of-record will be responsible to the Company for payment of invoices for all calls terminated to those locations. In the event the Customer of record designates the terminating location as the responsible party, the Corp ID assigned to the terminating location will be responsible to the Company for payment of invoices for all calls terminating to that location. The toll free number Customer-of-record may request optional monthly billing reports and/or optional monthly magnetic tapes. A monthly recurring charge, as specified below, will be billed to the toll free number Customer-of-record for optional additional reports. All intrastate usage charges will apply as specified in the Intrastate Long Distance Rate schedule. Charges generated as a result of cross‑corporate ID routed calls will be accumulated with charges to the inbound service Corporate ID of the billed party for the purpose of determining compliance with any minimum volume requirements and volume‑related discounts. The inbound service Customer‑of‑record requesting cross‑corporate ID routing will be responsible for any costs incurred by the including but not limited to, access and/or egress charges and any amounts the Company may be required to pay third parties, as a result of any errors in the Customers orders directing the cross‑corporate ID routing.
· ICT Day of Week. Allows Customer to arrange for calls to a single toll free service telephone number to be routed to different locations based on the particular day of the week. The Customer can establish a different routing arrangement for each day of the week, with a maximum of seven day types. The Customer must have at least two locations for this routing feature to be applicable.
· ICT Day of Year. Allows the Customer to arrange for calls to a single toll free service telephone number to be routed to different locations based on a Customer‑specified holiday. The Customer can establish a different routing arrangement for up to fifteen (15) single‑day holidays and three ranges (composed of up to ten (10) consecutive days) for a total of forty‑five (45) days in a one year period. The Customer must have at least two different locations for this routing feature to be applicable.
· ICT Dial Number ID Service (DNIS). This feature permits a Customer with multiple inbound service telephone numbers terminating in the same location to identify the specific toll free service telephone number which was dialed by the calling party. DNIS is only available with Dedicated Access Line terminations equipped for this feature. A non-recurring installation charge applies.
· ICT Disconnect Message Referral (DMR). Provides Customers who disconnect or change an toll free number with a recording that either informs callers that the toll free number has been disconnected, refers callers to a new number, or refers callers to a new number with an option to extend the caller to the specified destination. This feature is designed solely to assist in call completion by means of call referral or routing and provides no media-related or other information or service. The call may either terminate after the message announcement or proceed to another function. The following options are available:
|
Options |
|
Usage Charges |
|
|
|
|
|
Disconnect Message |
|
N/A |
|
DMR to a Company Number |
|
N/A |
|
DMR to a Non- Company Number |
|
N/A |
|
DMR to a Company Number With Call Extension |
|
|
|
|
|
|
|
|
|
|
|
DMR to a Non-Company Number With Call Extension |
|
· ICT Exchange Routing. Allows Customer to define two or more originating routing groups and to arrange that calls to a single toll free number placed from different routing groups will terminate at different locations. A routing group can consist of any combination of domestic NPA/NXXs. The service group to which calls from a particular originating routing group are to terminate need not be located in that originating routing group.
· ICT Geographic/Point Call. Allows Customer to define two or more originating routing groups and to arrange that calls to a single toll free service telephone number placed from different routing groups will terminate at different locations. A routing group can consist of one or more valid Company international toll free countries, as well as any combination of domestic NPAs or states. The combination of all domestic routing groups defined by the Customer must include the intrastate areas, and any areas selected by Extended Call Coverage and should exclude any areas blocked by Tailored Call Coverage. The service group to which calls from a particular originating routing group are to terminate need not be located in that originating routing group.
· ICT Network Call Redirect. Allows a Customer to control potential congestion of calls by sending overflow calls to a pre‑determined alternate routing group (Dedicated Access Termination, Business Line Termination, or Switched WATS Termination) via a Customer-defined Routing Table when the intended call termination is busy.
· ICT Network Manager. This feature allows a Customer to access its Voice Services network through a software package which will allow the Customer to design, modify and implement Customer-specific toll free number routing plans and termination features. The Company will provide verification of permissible routings; however, the Company is not responsible for any errors in call design, modification, or implementing of routing plans caused by the Customers use of Network Manager. Customers who subscribe to Network Manager will not incur feature‑related change or cancellation charges. A monthly recurring charge applies.
· ICT Percentage Allocation. Allows the Customer to route calls for each originating routing group, per toll free service number to two or more answering locations based upon a Customer‑designated percentage distribution. The Customer must establish a call allocation pattern where each percentage is a whole number and the total allocation equals 100 percent. The Customer must have at least two different locations for this routing feature to be applicable. The Customer can define up to 99 allocation percentages per time slot.
· ICT Real Time ANI. Real Time ANI (RTANI) allows Customers to receive the telephone number of the calling party as a component of call setup. ANIs can be transmitted via Multi-Frequency (MF), Dual Tone Multi-Frequency (DTMF), or ISDN PRI format.
· ICT Tailored Call Coverage. Allows the toll free service Customer to block calls from one or more specific originating areas at the domestic NPA or state level.
· ICT Time of Day/Time Interval Routing. Allows the Customer to arrange for calls to a single toll free service telephone number to be routed to different locations based on the time of day. The Customer can establish a different routing arrangement for up to forty‑eight (48) time slots in a twenty‑four (24) hour day period. The time slots must be defined in five minute increments or multiples thereof. The Customer must have at least two different locations for this routing feature to be applicable.
31.3 ICT Function Charges. The ICT function charge is based on the functions used on a particular call. The function charge for functions used is applied once per call regardless of the number of times a function is actually used during the call, except that for calls using the Caller Takeback, TNT, and 3 Way TNT functions, the function charge is applied each time the function is used.
The following function charges apply:
|
ICT Function |
Rate Per Call |
|
Menu Routing |
$0.06 |
|
Message Announcement |
0.06 |
|
Standard Database Routing |
0.07 |
|
Busy/No Answer Rerouting |
0.01 |
|
Announced Connect |
0.01 |
|
Caller Takeback/Giveback |
0.05 |
|
Takeback and Transfer (TNT) |
0.05 |
|
Real Time ANI |
0.01 |
|
Network Call Redirect |
0.03 |
31.4 Function Discount. No discounts will apply to ICT function charges.
31.5 Non-Recurring Charges.
31.5.1 ICT Charges Per Toll Free Number. The following non-recurring ICT charges will apply:
|
ICT Installation |
Nonrecurring Charge |
|
Installation |
$100 |
31.5.2 ICT Disconnect Message Referral (DMR). A non-recurring installation charge of $500 applies
31.6 Monthly Recurring Charges.
31.6.1 Per Toll Free Number. A $50 charge applies per toll free number.
31.6.2 ICT Network Manager. A monthly recurring charge of $350 applies per workstation, not to exceed $1000 per Customer per month.
31.6.3 ICT Platform. The domestic per-minute platform charges and terms set forth above for ECR also apply per ECR call on the ICT platform.
31.7 Usage Charges. Intrastate Long Distance Rate Usage Charges apply.
32. Instant/Virtual Ringdown: A Customer may designate a dedicated access line to have the capability to automatically dial another pre‑defined switched or dedicated location. Dedicated access usage rates will apply to all calls using this feature.
33. Intentionally omitted.
34. Multiple Network Identification. This feature allows the Customer to create a sub‑network, using unique 7‑digit and/or 10‑digit dialing plans. Each sub‑network will be assigned a Network ID number and the Customer can define up to 98 different Network IDs. The primary network will be defined as the first sub‑network. A $2500 installation charge per Network ID will apply.
35. Intentionally omitted.
36. National Unified Messaging Service (NUMS). The NUMS service description is located in the Internet, Enhanced and Other Non-Telecommunications Products and Services section.
37. Network Call Redirect (NCR). Network Call Redirect allows a Customer to control potential congestion of calls by sending overflow calls to a pre‑determined alternate routing group (Dedicated Access Termination, Business Line Termination, or Switched WATS Termination) via a Customer-defined Routing Table when the intended call termination is busy.
37.1 Non-Recurring Charges. A non-recurring charge of $150 per routing table and a change charge of $50 per routing table will apply. Neither of these charges may exceed $2400 per month per Customer.
37.2 Recurring Charges. A monthly recurring charge of $10 per routing table will apply. This charge may not exceed $2500 per Customer per month.
37.3 Surcharges. A $0.03 per-call surcharge will apply to each NCR call.
37.4 Usage Charges. The Customer will be charged a per-minute usage charge for NCR usage from the originating point of a call to the call's final terminating overflow location.
37.4.1 Domestic Usage Charges. For inbound NCR calls from within the same state, and for outbound NCR calls within the same state, the Customer will be charged the per‑minute rates specified the Intrastate Long Distance Rate Schedule, based on origination and termination type.
38. Intentionally omitted.
39. Percentage Allocation Routing. Allows the Customer to route calls for each originating routing group, per toll free service number to two or more answering locations based upon a Customer‑designated percentage distribution. The Customer must establish a call allocation pattern where each percentage is a whole number and the total allocation equals 100 percent. The Customer must have at least two different locations for this routing feature to be applicable. The Customer can define up to 99 allocation percentages per time slot.
40. Point of Origin Routing. Allows the Customer to predetermine the terminating point for a call based on the originating point of the call.
|
|
Installation Charge Per Customer |
Monthly Charge Per Customer |
|
Point of Origin Routing |
$1,000 |
$1,000 |
41. Private Dialing Plan. Voice Services Customers can define a private dialing plan for terminating calls as follows:
· The 7-Digit Customer‑Defined Private Dialing Plan allows direct termination of calls dialed as 7-digit numbers to Customer locations. When dialing locations reached via 10-digits numbers, the 7-digit Customer-Defined Private Dialing Plan converts the 7-digit number to the appropriate 10-digit number.
A nonrecurring charge of $250 will apply for Private Dialing Plan.
42. Quota Routing Network Manager. The Quota Routing feature on Network Manager is based on Customers call center's (hereinafter, a CCC) routing rules. The number of agents present or maximum number of calls to be received at a CCC is determined based on capacity tables that are predefined and populated by Customer for a particular day and hour. A capacity table lists the agent staffing levels for a given CCC for intervals throughout the day. For example, 0 indicates the call center is closed, and an indication of a greater number of agents at a CCC allows for more calls to be routed to that CCC. Each call center has capacity tables for each day of the week. Parameters predefined either by Customer using the Network Manager application or by Company pursuant to Customers direction (via telephone or writing) will permit Quota Routing in any of the three variations set forth below.
42.1 Variations.
· Pre-defined Allocations. Calls are routed based on pre-defined allocations to CCCs (in percentages that add up to 100%) during a particular hour or during the course of a 24-hour period.
· Maximum Calls Allowed. Calls are routed based on pure load balancing between CCCs with respect to the maximum number of calls. Each CCC can specify the maximum number of calls that are allowed within a specified timeframe (daily, hourly, etc). Once the maximum number is reached, calls are either re-routed to another specified CCC or a busy signal is given, as determined by Customer.
· Most and Next Available Agent Routing. Calls are routed based on pure load balancing between CCCs with respect to the maximum number of agents. The call goes to the CCC with the most agents or next available agent, as predefined by Customer.
42.2 Rates and Charges. The following rates and charges apply to Quota Routing:
|
Monthly Recurring Charge |
$50 |
|
Installation Charge (per number) |
$50 |
43. Real Time Automatic Number Identification (ANI). Enables an Inbound Service Customer to have calls to a Company Toll-Free Service number forwarded to the Customers location with the callers ANI (ten digit billing telephone number) as part of the call set-up.
44. Remote Exchange/Virtual FX. A Customer may establish a local number in a distant city that will be charged Voice Services Dedicated Access usage rates for all calls using the feature to reach the Customers designated terminating location. A Remote Exchange feature charge will be assessed for each dedicated access line that is established with this feature.
45. Intentionally omitted.
46. Time of Day/Time Interval Routing. Allows the Customer to arrange for calls to a single toll free service telephone number to be routed to different locations based on the time of day. The Customer can establish a different routing arrangement for up to forty‑eight (48) time slots in a twenty‑four (24) hour day period. The time slots must be defined in five minute increments or multiples thereof. The Customer must have at least two different locations for this routing feature to be applicable.
47. Toll Free Guardian Guarantee. Toll Free Guardian is available only on calls carried on the Company network. Toll Free Guardian guarantees the Customer to arrange an alternative routing arrangement for domestic inbound Voice Services service. If a Voice Services Customer is unable to receive inbound calls for any reason, the Company will, at the Customers option, provide one of the following services for the toll free number that has experienced the failure:
· If the toll free number that is out of service is an 800 Business Line, the Company will reroute traffic to another existing business line; or,
· If the toll free number that is out of service is either an 800 Switched WATS Line or an 800 Dedicated Line, the Company will reroute traffic to another existing 800 Business Line, 800 Switched WATS line or 800 Dedicated line; or,
· If the Customer does not have another existing toll free termination to accept calls from the affected service, the Company will establish a new business line termination and reroute the affected service to this new temporary alternate line. The Customer must supply an existing phone number; or,
· Regardless of the type of toll free line that is out of service, the Company will reroute to a standardized prerecorded message explaining service conditions and requesting callers to call back later. This feature is designed solely to explain service conditions and provides no media-related or other information or service. Calls will terminate after the message.
Toll Free Guardian is available as part of the Feature Option B Combined Features Package and is a Base Feature of Option C-2.
47.1 Available Services.
47.1.1 Verizon Guardian Guarantee. If a Customer's toll-free service fails for any reason, Company will provide back-up service or issue a credit equal to the monthly service charge.
47.1.2 One-Minute Guardian. For Customers with Alternate Routing, Company will reroute toll-free calls to existing locations within one minute of customer notification.
47.1.3 Verizon Vision Guardian Select. For Customers with Alternate Routing, Company will reroute groups of up to 250 different toll-free numbers to an existing location within five minutes of customer notification.
47.1.4 30 Minute Guardian. Company will reroute toll-free calls within 30 minutes or less if the customer does not have Alternate Routing.
48. Universal Range Privileges. A Customer can specify the type of Intrastate Long Distance Voice Services calls allowable for users on each Dedicated Access Line group, for each Intrastate Long Distance Voice Services Calling Card authorization code, each Dial "1" originating telephone number (ANI), and for each ID Code. Range Privileges are defined as follows:
Range Privilege
0 = No calls allowed;
1 = Private dialing plan numbers;
2 = All numbers in the U.S. Mainland, Alaska and Hawaii;
3 = All numbers in domestic North American Numbering Plan locations and in the international locations listed in Table V, Part E; and,
4 = All numbers in domestic North American Numbering Plan locations.
The domestic North American Number Plan locations are all locations in the U.S. Mainland, Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands, Guam and CNMI.
49. Verizon Enterprise Center (VEC) features
50. Intentionally omitted.
The following table describes the availability of features according to the Feature Option to which the Customer has subscribed. Features are available as part of Base Features or a Combined Feature Package or on an a la carte basis according to the Feature Option to which the Customer has subscribed.
For purposes of this section, the following definitions apply:
a = A la carte
b = Base Features
c = Combined Feature Package
n/a = Not Available
|
Features Section Number |
Feature |
Option A |
Option B |
Option C-1 |
Option C-2 |
|
1 |
10/15 Digit Restrictions |
n/a |
c |
c |
n/a |
|
2 |
800 MultiManger |
A |
a |
n/a |
a |
|
3 |
Account and Identification Supplementary Codes |
n/a |
a |
a |
a |
|
4 |
Accounting Codes |
|
|
|
|
|
|
Verified |
a,c |
a |
a |
n/a |
|
|
Unverified |
B |
b |
c |
n/a |
|
|
Customer Verified |
A |
n/a |
n/a |
n/a |
|
5 |
Alternate Routing |
n/a |
a |
n/a |
a |
|
6 |
Automatic Number Identification (ANI) |
A |
c |
n/a |
a |
|
7 |
Call Area Selection/Tailored Call Coverage |
C |
a |
n/a |
a |
|
8 |
Call Detail |
n/a |
b |
c |
b |
|
9 |
Card Access (Calling Card) |
|
|
|
|
|
|
Standard Card |
A |
a |
a |
n/a |
|
|
Chargeable Card |
n/a |
n/a |
a |
n/a |
|
10 |
Calling Station Identification |
n/a |
a |
a |
n/a |
|
11 |
Consolidated Billing |
B |
b |
c |
b |
|
12 |
Cross Corporate Identification Routing |
n/a |
c |
n/a |
b |
|
13 |
Custom Reporting |
n/a |
a |
a |
n/a |
|
14 |
Customized Range Privileges |
n/a |
c |
c |
n/a |
|
15 |
Day of Week Routing |
C |
c |
n/a |
c |
|
16 |
Day of Year/Holiday Routing |
C |
a |
n/a |
a |
|
17 |
Dialed Number ID Service (DNIS) |
A |
a |
n/a |
a |
|
18 |
Directed Billing |
n/a |
a |
a |
a |
|
19 |
Intentionally omitted |
|
|
|
|
|
20 |
Disconnect Message Referral (DMR) |
n/a |
a |
n/a |
a |
|
21 |
Electronic Billing |
A |
a |
n/a |
n/a |
|
22 |
Exchange Routing |
n/a |
c |
n/a |
c |
|
23 |
Extended Call Coverage |
A |
c |
n/a |
b |
|
24 |
Geographic/Point of Call Routing |
C |
c |
n/a |
c |
|
25 |
Intentionally omitted |
|
|
|
|
|
26 |
Intentionally omitted |
|
|
|
|
|
27 |
Hierarchy Billing |
B |
b |
c |
n/a |
|
28 |
Hosted Interactive Voice Response - Enhanced Call Routing (ECR) |
n/a |
a |
n/a |
a |
|
29 |
Intentionally omitted |
|
|
|
|
|
30 |
Hosted Voice Messaging Service (Voice-mail) |
n/a |
n/a |
n/a |
n/a |
|
31 |
ICT Integrated Call Tree |
n/a |
n/a |
n/a |
a |
|
32 |
Instant/Virtual Ringdown |
n/a |
a |
a |
n/a |
|
33 |
Intentionally omitted |
|
|
|
|
|
34 |
Multiple Network Identification |
n/a |
n/a |
a |
n/a |
|
35 |
National Toll Free Listing |
A |
c |
n/a |
b |
|
36 |
National Unified Messaging Service (NUMS) |
A |
a |
a |
a |
|
37 |
Network Call Redirect (NCR) |
n/a |
a |
a |
a |
|
38 |
Intentionally omitted |
|
|
|
|
|
39 |
Percentage Allocation Routing |
C |
c |
n/a |
c |
|
40 |
Point of Origin Routing |
n/a |
n/a |
a |
n/a |
|
41 |
Private Dialing Plan |
n/a |
a |
a |
n/a |
|
42 |
Quota Routing Network Manager |
n/a |
a |
n/a |
a |
|
43 |
Real Time Automatic Number Identification (ANI) |
A |
n/a |
a |
n/a |
|
44 |
Remote Exchange/Virtual FX |
n/a |
a |
a |
n/a |
|
45 |
Intentionally omitted |
|
|
|
|
|
46 |
Time of Day/Time Interval Routing |
C |
c |
n/a |
c |
|
47 |
Toll Free Guardian Guarantee |
n/a |
c |
n/a |
b |
|
48 |
Universal Range Privileges |
n/a |
n/a |
c |
n/a |
|
49 |
Verizon Enterprise Center (VEC) |
|
|
|
|
|
|
Event Monitor |
n/a |
a |
a |
a |
|
|
Perspective Plus |
n/a |
a |
a |
a |
|
|
Network Manager |
n/a |
a |
a |
a |
|
|
Outbound Network Manager |
n/a |
a |
a |
a |
|
|
Traffic Monitoring |
n/a |
a |
n/a |
a |
|
|
Traffic Reporting |
n/a |
a |
n/a |
a |
|
50 |
Intentionally omitted |
|
|
|
|