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Find answers to your questions about the Toll-Free platform, guidelines and other industry questions.

Q.

What is a Toll-Free Service Provider?

A Toll-Free Service Provider (also known as a Responsible Organization or RespOrg) is any person, company, or organization that manages Toll-Free Numbers in the SMS/800 platform.

Q.

How does my company become a Toll-Free Service Provider?

In order to become a Toll-Free Service Provider, your company will need to submit a Service Establishment request. You will also need to have at least one person within your company certified to access the SMS/800 platform.

Q.

Should my company become a Toll-Free Service Provider?

By becoming a Toll-Free Service Provider, your company would have direct access to the SMS/800 platform and would be able to reserve and maintain your own Toll-Free Number(s). Among the companies that often choose to become Toll-Free Service Providers are those who provide communications services to their customers or are large-scale users of communications services.

Q.

Where can I get a list of Toll-Free Service Providers?

A list of Toll-Free Service Providers is available on our website.

Q.

What Toll-Free area codes are available to Toll-Free Service Providers?

All calls using the 800, 888, 877, 866, 855, or 844 area code prefix are Toll-Free calls.

Q.

What SMS/800 classroom training is available?

The SMS/800 Help Desk conducts a variety of SMS/800 face-to-face training classes for new and experienced users. Classes are scheduled several times a year at different locations. For available class locations please refer to the training schedule.

There are four (4) available types of training classes:

  • 5-day SMS/800 WBA Database: This class covers all important Toll-Free Service Provider features for the SMS/800 Web Based Access (WBA) and can be beneficial by ensuring your business will be familiar with all the available functionality in SMS/800.
  • 2-day SMS/800 Complex Record Building: This class covers Complex Routing and includes many hands-on exercises.
  • 2-day SMS/800 WBA Refresher & WRS: This class includes a review of the major features covered in the 5-day SMS/800 WBA Database class and reporting using the Web Based Reporting System (WRS).
  • Suitcase class: This class can be customized to meet your specific needs. The class will occur at your site. For more information regarding the Suitcase class, please call the SMS/800 Help Desk at 888-SMS-3300, Option 1.
Q.

What is the cost for a SMS/800 training class and where do I send the payment?

The fee for all SMS/800 training classes is $350.00 per student per day. The SMS/800 Help Desk must receive payment in full one (1) week before the start of class, payable to the order of "Sykes Enterprises, Inc.". Payment should be sent to:

SMS/800 Help Desk
c/o Alpine Access, Inc. 
1290 Broadway 
Suite 1400 
Denver, CO 80203

 

Q.

How do I register for a training class?

To register for a class please contact the SMS/800 Help Desk. An SMS/800 trainer will e-mail or fax a registration form to you for the specific class. When the registration form is received by the SMS/800 Help Desk you will be registered for the class. Provided there is sufficient interest, the SMS/800 Help Desk will commit to conducting the class four (4) weeks before the scheduled class start date. At that time the SMS/800 Help Desk will notify you to confirm that the class will be conducted and an invoice will be sent to your company.

Q.

What is the SMS/800 Certification Exam?

To assure that Toll-Free Service Provider users possess a minimal level of proficiency in the SMS/800 Production environment, the SMS/800 Help Desk administers a certification exam to all new Toll-Free Service Providers. Only one (1) person in the company needs to pass the Certification Exam for the Toll-Free Service Provider to complete the initial establishment process. The Certification Exam is graded on a ‘pass/fail’ basis. An ‘80% correct rate’ on the Certification Exam is considered passing. The current Certification Exam consists of 25 written questions and one (1) hands-on exercise, which requires the student to reserve a Toll Free Number and build a Basic Customer Record (CAD), a Call Processing Record (CPR), and Label Definition (LAD).

Q.

How does an individual prepare for the Certification Exam?

An individual can prepare for the Certification Exam by attending the classroom training or completing a self study. The classroom training provides materials and hands-on exercises for each individual who attends. If the self study option is chosen, the Web Based Access (WBA) Student Guide can be purchased from the SMS/800 Help Desk to help with the study.

Q.

What is involved in the self study training?

The self study training is for individuals that cannot attend the 5-day SMS/800 Web Based Access (WBA) Database class. A person can complete a self study training class in preparation for the SMS/800 Certification Exam. After the required deposit and Service Establishment request are submitted, the individual will be granted access to the Tutorial WBA. The Tutorial WBA is a copy of the Production WBA but is used exclusively for training.

Once the individual has logged into the Tutorial WBA, the user can practice using all of the screens and features of SMS/800. They can also download the SMS/800 User Guide from the Help menu in the Tutorial WBA for reference at any time. All SMS/800 features available to Toll-Free Service Providers are described in the SMS/800 User Guide. The WBA Student Guide is also available for purchase in three (3) different formats for a set fee. To purchase a CD-ROM or Portable Document Format (PDF) copy of the WBA Student Guide, the fee is $60.00. To purchase a Printed copy of the WBA Student Guide, the fee is $170.00. If you are interested in purchasing this guide, please contact the SMS/800 Trainers at the SMS/800 Help Desk at 888-SMS-3300, Option 1. The SMS/800 Trainers will send you an invoice for the WBA Student Guide. The WBA Student Guide will then be delivered by FedEx or e-mailed upon receiving the payment. This is the same guide used in the classroom training.

The WBA Student Guide contains written questions and hands-on exercises to aid in learning the SMS/800 features. Help in understanding SMS/800 functionality and processes is also available anytime by calling the SMS/800 Help Desk. In addition, there are several “How-To” videos for Toll-Free Service Providers covering a variety of topics for SMS/800. SMS/800 videos are available to Toll-Free Service Providers after logging into the SMS/800 Website.

Q.

What happens if an individual does not pass the Certification Exam?

If an individual fails the first Certification Exam, he/she will be required to wait at least one (1) week before re-taking the Certification Exam. If an individual fails the Certification Exam a second time, he/she will be required to wait another week before attempting a third time. Any individual that fails three (3) Certification Exams, and is applying to become a new Toll-Free Service Provider, will have its application for Toll-Free Service Provider access to SMS/800 rescinded. If the Toll-Free Service Provider decides to re-apply for access to SMS/800, the application will be treated as a first-time application. A period of at least six (6) months must elapse between the time the applicant is notified that its application has been rescinded and the time the applicant re-applies.

Q.

What software is needed to access the SMS/800 platform with an RSA SecurID card?

The E75 Remote Access Client Installation and Configuration Instructions document explains the process for installing and configuring the E75 Remote Access Client for Windows XP, Vista (32 bit and 64 bit), Windows 7 (32 bit and 64 bit) for use with SMS/800.

E75 Remote Access Client Installation and Configuration Instructions

E75 Remote Access Client for Windows XP, Vista (32 bit and 64 bit), Windows 7 (32 bit and 64 bit)

 

The R60 Installation and Configuration Instructions document explains the process for installing and configuring the NGX R60 for Windows 2K, XP, Vista (32 bit) and Windows 7 (32bit) for use with SMS/800.

R60 Installation and Configuration Instructions

NGX R60 for Windows 2K, XP, Vista (32 bit), Windows 7 (32 bit)

Man talking on a phone

Policy & Tariff

Toll-Free Service Provider access to SMS/800 is described under the 800 Service Management System (SMS/800) Functions Tariff - FCC No. 1 which is on file with the FCC. The tariff contains regulations, rates, and charges applicable to the provision of SMS/800 functions and support services for Toll-Free Numbers.

SMS/800 Functions Tariff

Blog

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From Our Blog

9 Uses of Toll-Free Numbers

When Toll-Free Numbers were first introduced in the 1960s, they played the sole role of being a cost-free mechanism for connecting consumers with businesses and organizations. However, over the years, their role has evolved to serve as a number of strategic functions related to that consumer-business connection

Rockbridge Associates is sending a survey link to our Toll-Free Service Providers, to give them the opportunity to share their thoughts with us.