History and Evolution of Toll-Free Service
Toll-free service is a telecommunication service where subscribers are assigned an 800, 888, 877 or 866 number that allows their customers to reach them without toll charges.
American Telephone & Telegraph (AT&T) first introduced 800 toll-free service in 1967. At that time AT&T comprised what is now the Bell Operating Companies (BOCs): Verizon Communications, Inc., AT&T Inc, and Qwest Corporation. When AT&T was the only Interexchange Carrier (IC), Local Exchange Carriers (LECs) automatically routed all 800 calls directly to AT&T points of presence without performing any translation from the 800 number to the terminating number. The LECs performed screening based on the first three digits (800). Then AT&T would take over to decode the rest of the 800 number. AT&T performed the number translations and service area validation screenings. Every digit in the number had significance for screening and call routing. Because the system employed this method of 800 call processing, it was limited in its capabilities and required users to have separate 800 numbers for in-state and out-of-state calls.
In 1981, AT&T introduced its Common Channel Interoffice Signaling (CCIS) network and the Network Services System (NSS) database for providing its own centralized facility for 800 number translation and service provisioning. The system required the LEC to screen the first three "800" digits and deliver the area code for the call's point of origin. AT&T's database would verify that the call was from an area for which the subscriber had purchased service. Then the database would translate the number into a standard ten-digit number, which was then routed over AT&T's network as a standard call would have been. Using this system, AT&T could offer all 800 service provisioning from a centralized location. This enabled AT&T to offer customized 800 numbers and other features that gave the service subscriber some control over how and where calls were routed through the network.
Under the AT&T divestiture Plan of Reorganization implementing the Modified Final Judgment (MFJ), AT&T retained the rights to its CCIS network and the NSS database system. However, AT&T made provision for the BOCs to lease database capacity to offer their own intra-Local Access and Transport Area (intra-LATA) 800 service. The plan did not allow the BOCs to use the NSS to provide exchange access services to other ICs.
In 1983 the Department of Justice (DOJ) filed a motion asking the District Court to grant the BOCs access to AT&T's CCIS and NSS database system to provide access services for other ICs.
In January 1985 the District Court denied the DOJ's Motion, but allowed the BOCs to implement a modified version of a pre-1982 serving arrangement for an interim period until the BOCs could develop their own 800 database system. This interim service was commonly referred to as the "NXX Plan". This service used the first six digits of the 800 number (800 NXX) to identify the appropriate carrier. The North American Numbering Plan Administrator (NANPA) assigned individual NXX codes to carriers that participated in this arrangement.
A major limitation of the six-digit screening technique was that 800 service subscribers had to change 800 numbers in order to change service providers. This limitation arose because specific NXX codes were assigned to a single carrier. Changing service carriers generated added costs to the 800 service subscriber. These costs included new advertising, changes to documentation and forms, and potential loss of business due to customer familiarity with the current 800 number. The six-digit screening arrangement also limited the selection of 800 numbers that a carrier could offer its customers.
On July 12, 1985, the Bell Atlantic Telephone Companies filed a petition asking the Federal Communications Commission (FCC) to initiate a rulemaking proceeding on the provision of interim 800 access as well as the need for policies and/or rules on the long-term obligations of exchange carriers under the Communications Act to provide 800 service access to the ICs so that there could be a single, nationwide form of 800 access.
On January 14, 1986, the FCC tentatively concluded that the BOCs should be jointly responsible for providing database service for all ICs.
In 1989 a FCC order issued as part of Docket 86-10 found that a national database system for 800 access would offer both advantages and disadvantages as compared with NXX access. This system's advantage was that it would enable 800 number portability and thus facilitate competition, since a customer could change carriers without changing numbers. Its drawback was that it would increase access time for 800 calls until Signaling System 7 (SS7) deployment became more extensive.
Following a review of petitions for reconsideration and several developments concerning SS7 deployment, on August 1, 1991, the FCC adopted a comprehensive order, which mandated the implementation of 800 database access by March 4, 1993. A subsequent FCC order moved the actual cutover date to May 1, 1993.
On July 10, 1992, Sprint asked the FCC to make a formal declaration that the administrator of the SMS/800 Help Desk had the authority to make 800 traffic routing and Responsible Organization (Resp Org) changes to database records if such changes involved a carrier other than the carrier serving as Resp Org. On March 11, 1993, the FCC released an order, which authorized the administrator of the SMS/800 Help Desk to make Resp Org changes, based on proper written authorization by users. However, the FCC did not authorize the SMS/800 Help Desk to make 800 traffic routing changes.
On February 10, 1993, the FCC released an order, which declared access to the 800 database by Resp Orgs to be a Title II common carrier service and required the BOCs to file a tariff for 800 database access by March 5, 1993 to be effective May 1, 1993. The order also set forth that any entity that met appropriate financial and technical eligibility requirements could serve as Resp Org for an 800 number record at the customer's request. With this provision, users could serve as their own Resp Org or they could use an IC, a LEC or a third party as a Resp Org.
On May 1, 1993, the management and assignment of 800 numbers transitioned from the interim 800 NXX Plan to ten digit management in the national 800 Service Management System (SMS/800) database.
In 1994 the industry realized that the national database of 800 numbers which is administered by the SMS/800 was running out of available 800 numbers. The rate at which new 800 numbers were being assigned was significantly higher than had been previously projected.
In August 1994, the North American Numbering Plan Administration (NANPA) requested the Industry Numbering Committee (INC) to consider the rapid depletion of numbers and determine what, if any, corresponding actions should be taken. The INC accepted the request and began evaluating the situation. Initial review indicated that the numbering resource the SMS/800 currently managed would exhaust sometime between late 1995 and early 1996. The INC determined additional numbering resources would be needed to meet the future demand for toll-free service.
On January 25, 1995, INC designated the 888 Numbering Plan Area (NPA) code as the next code for use in providing toll-free service. The INC also reserved the remaining 8XX (877, 866, ... , 822) codes for future toll-free services.
On June 9, 1995, the FCC released an order, which suspended the processing of new applications to become Responsible Organizations (Resp Orgs). The order was intended as a conservation measure to address the anticipated exhaust of the 800 number resource.
On June 13, 1995, the FCC ordered the rationing of the remaining available 800 numbers. The rationing plan has been modified by subsequent orders.
On October 5, 1995, the FCC released a Notice of Proposed Rulemaking (NPRM) for toll-free access codes. The NPRM sought comments to: "promote the efficient use of toll-free numbers; (2) foster the fair and equitable reservation and distribution of toll-free numbers; (3) smooth the transition period preceding introduction of a new toll-free code; (4) guard against warehousing of toll-free numbers; and (5) determine how toll-free vanity numbers should be treated."
On December 7, 1995, the FCC released an order, to take effect on December 14, 1995, which allowed the processing of new applications to become Resp Orgs to resume.
On January 25, 1996, the FCC released an order as part of Docket 95-155. It was directed that the SMS/800 be opened for early reservation of 888 numbers on February 10, 1996.
On March 1, 1996, the network began processing 888 calls.
On May 10, 1996, the FCC issued a letter order, which removed the allocations for 800 number reservations. Allocations for 888 number reservations were removed as well in an Order date release April 11, 1997.
On September 29, 1997, as the utilization of the 888 numbering resource approached exhaust, the FCC again implemented controls on the reservation of toll-free numbers. This conservation plan was lifted with the opening of the 877 code on April 5, 1998.
On July 29, 2000 the 866 code was opened.
Structure of the SMS/800 Service
The 800 Service Management System (SMS/800) is an operations and administrative support system used for the creation and maintenance of toll-free call-processing records. The SMS/800 is also the source of toll-free number availability and reservation status information. New Customer Records (CRs) and changes to existing CRs are loaded into the SMS/800 by individual Resp Orgs. The SMS/800 then downloads the appropriate information to the Service Control Points (SCPs), which directs toll-free traffic by providing routing information, carrier identification, and other relevant information.
The SMS/800 Data Center operation actually comprises two processing centers: a production site and a testing/disaster recovery site. Information is transmitted directly to the production site from the Resp Orgs. The data is accepted and processed by the production site. The data is transmitted to the testing/disaster recovery site as a backup.
An SMS/800 failure will have no effect on existing and established toll-free service, since all current information is already stored in the SCPs. However, if the SMS/800 is not operating and available, Resp Orgs cannot update or create CRs, and CR updates already logged into the SMS/800 but not yet transferred to the SCPs may not be activated as scheduled.
Data Input
Currently, there are approximately 210 Resp Orgs, which input data into the SMS/800. A Resp Org is an entity, which has gone through a certification process to gain access to the SMS/800 database. Resp Orgs may search for and reserve toll-free numbers, create new customer records, update existing customer records, etc. Resp Org access to the SMS/800 is a tariff service provided by the BOCs through the 800 Service Management System (SMS/800) Functions Tariff, BOC FCC No. 1.
There are four basic methods of inputting Resp Org data into the SMS/800: Mechanized Generic Interface (MGI), batch tape, online access (3270), and Web Based Access.
An MGI user has its own administrative system, which it uses to provision and maintain toll-free services. As the user sets up customer records in its own support system, the customer record is automatically transferred, via the MGI, to the SMS/800. The MGI is connected to the SMS/800 by a high-speed data link (56kbps) or frame relay (64k). Resp Orgs may search for and reserve numbers, as well as create or update customer records, through the MGI.
Batch tape users write customer record data onto a digital tape. A single tape may hold up to 10,000 records. The tape is then sent to the SMS/800 production site where it is loaded into the SMS/800. Resp Orgs may create or update customer records by batch tape, but they cannot reserve numbers by batch tape. Due to the real-time nature of number reservations, those activities are handled via online access arrangements.
Online users access the SMS/800 via a dedicated private line, which is generally a 9.6kbps link, by dial-up facilities, or at times by gateway access (gaining access to the system through a 'middleman'). Resp Orgs may search for and reserve numbers, as well as create or update customer records through online access.
Internet users access the SMS/800 via a dedicated line or a dial-up connection to an Internet Service Provider. Using this method access to the SMS/800 is through the Web-Based Access (WBA).
Data Output
The SMS/800 downloads information to the Service Control Points (SCPs), as appropriate. There are approximately 20 mated pairs of SCPs spread throughout the United States and Canada. The SMS/800 is connected to the SCPs by data links. SMS/800 records are "pruned" prior to being downloaded to the SCPs. This process assures that only those SCPs, which are expected to handle traffic, related to an individual toll-free number have a record associated with that number. The process also reduces the SCP storage requirements by only downloading that portion of the customer record that involves the territory covered by that particular SCP.
The SCPs connect to the SMS/800 under the terms and conditions of individual, but identical, contracts. These contracts cover record downloads and SCP administration capabilities.
It should be noted that in January 1994, Canada implemented toll-free number portability. The SMS/800 database is linked to the Bell Canada Canadian Network Management (Bell Canada) database system in Canada. The link was established to provide a single database for purposes of toll-free number administration, as well as uniformity for network call processing for United States and Canadian toll-free traffic. The Bell Canada database system provides the same originating screening functions as the SCPs provide in the United States.
SMS/800 Organizations And Forums
The BOCs jointly hold the tariff for Resp Org access to SMS/800 services and are responsible for the SCP contracts as well. SMS/800, Inc. (SMT) is comprised of one member from each of the BOCs. The SMT is responsible for the overall management of the SMS/800 and has final authority on all matters related to the SMS/800.
The SMS/800, Inc's Business Manager is responsible for carrying out the day-to-day management and coordination of the SMS/800 services provided to both Resp Orgs and SCP Owners/Operators, consistent with the policies and directions of the SMS/800, Inc.
To provide the general support services required by Resp Orgs in their ongoing use of the SMS/800, there is an SMS/800 Help Desk. The SMS/800 Help Desk is accessible 24 hours per day, seven days per week. The SMS/800 Help Desk is the organization authorized to access customer proprietary data. SMS/800 Help Desk staff members access customer records to assist Resp Org in using the SMS/800, generate Resp Org requested reports, etc. The SMS/800 Help Desk is also responsible for making Resp Org changes.
The SMS/800 Data Center provides operational support and the hardware for the SMS/800. The SMS/800 Data Center also provides support for software testing, operation of the tutorial SMS/800, and trouble handling related to SMS/800 access facilities.
The SMS/800 Software Support organization provides services, which include software maintenance, site support, capacity and performance planning, and new feature development.
The SMS/800 Number Administration Committee (SNAC) is an open industry forum reporting to the Ordering and Billing Forum. The SNAC/OBF is part of the industry forum structure supported by the Alliance for Telecommunications Industry Solutions (ATIS). The SNAC meets quarterly and addresses issues related to the SMS/800 and toll-free number administration.
SMS/800 Tariff Services
SMS/800 Tariff Services
On February 10, 1993, the FCC ordered the RBOCs to jointly file a tariff to provide Resp Org access to the SMS/800 database. The resulting RBOC tariff took effect on May 1, 1993. The RBOCs then formed the SMT to oversee all aspects of SMS/800 service including tariff, operational, and contractual issues. In 2008 the SMT established SMS/800, Inc.
Through the tariff, the BOCs provide SMS/800 services to Resp Orgs. The Resp Org will assume the duty of managing the appropriate records in the SMS/800. A given toll-free number can have only one Resp Org at any given time. The SMS/800 is accessible to Resp Orgs 24 hours per day, seven days per week. Access to the SMS/800 is available via MGI, batch tape, online, or Internet access. For each access method, appropriate system security measures are provided.
The SMS/800 provides three basic support functions: 1) number search and reservation; 2) customer record creation and modification; and 3) reports generation.
Number Search And Reservation
The Resp Org can search for available ten digit toll-free numbers that reside within the database. Unless specific search instructions are given, the SMS/800 does a random selection of spare numbers. A Resp Org can reserve a spare number for a maximum period of 45 days. Reserved toll-free numbers not activated within 45 days will be converted from reserved status and returned to the pool of spare numbers. The maximum quantity of toll-free numbers a Resp Org can have in reserve status at any given time is equal to 8 percent of its working numbers or 2,000 numbers, whichever is greater.
Customer Record Creation And Modification
The Resp Org may create and modify customer records in the SMS/800 and schedule the date and time, the records are to be activated at the SCPs. The SMS/800 will update the appropriate SCPs based on the area of service indicated in the customer record. The SMS/800 also supports a variety of special capabilities intended to allow the Resp Org and the subscriber to administer, monitor, and control the traffic associated with the toll-free number.
Reports Generation
Various types of reports are available to the Resp Org, either online or off-line. Exception reports are generated automatically by the SMS/800 when it detects an error in operation.