Operator Services - V31.0
NOTE: In October 2013, CenturyLink announced planned changes in how Operator Services (OS) and Directory Assistance (DA) traffic will be terminated in CenturyLink facilities. There were no Wholesale documentation updates published at the time of the original notification; however a "white paper" that described these planned changes in more detail was made available to Wholesale customers. Please see the Service Order Issuance Timeline for proposed start and finish timeline dates by state.
CenturyLink™ offers CenturyLink's Operator Services access to Facility-Based Competitive Local Exchange Carriers (CLECs) for Resale and compatible commercial, finished service, local exchange services products, e.g. CenturyLink™ Local Services Platform (CLSP™). Operator Services provides assistance with local calls and intraLATA toll to your end-users.
If you purchase CenturyLink Operator Services, your end-users obtain access to CenturyLink Operator Services by dialing "0" or "0" plus a Telephone Number (TN). Facility-Based CLECs, using your own switch may use the same dialing pattern or may choose a different dialing pattern for your end-users using CenturyLink's Operator Services.
Your technicians can also use the CenturyLink operator to obtain origination ANI information. Once connected to the CenturyLink operator, your technician can retrieve origination ANI information by advising the CenturyLink operator that the call is a “Tech. code YYMM” . An example of YYMM = December 2006 would be 0612. January 2007 would be 0701. Once your technician provides this tech. code YYMM to the CenturyLink operator, the CenturyLink operator will advise the technician of the 10 digit ANI that the call is originating from.
All end-users have the ability to receive:
- Live operator assistance in English
- Automated operator assistance in English
- Live and automated operator assistance in Spanish with the exception of the following states: Iowa, Nebraska, Minnesota, South Dakota, and North Dakota.
Operator Services Products and Services are as follows:
- Local Assistance
Local Assistance provides help or information to your end-user's to place or complete local calls, including calls to CenturyLink's Directory Assistance (DA) Service. At your request, CenturyLink operators will provide your end users referrals to your Business offices and/or Repair Centers, including your hours of operation and how to reach a live representative without having to navigate through an automated response menu. Referral numbers and instructions to live representative is maintained and updated through the Operator Services/Directory Assistance (OS/DA) sections of the Customer Questionnaire.
- IntraLATA Toll Assistance
IntraLATA Toll Assistance provides help or information to your end-user's on placing or completing intraLATA toll calls. CenturyLink will complete intraLATA calls for your end-users unless you have requested CenturyLink not to do so.
- Emergency Assistance
CenturyLink will provide assistance in handling your end-user's local and intraLATA toll calls to emergency agencies, including but not limited to, police, sheriff, highway patrol and fire.
- Busy Line Verification (BLV)
Busy Line Verification (BLV) provides assistance from the operator to determine if there is conversation on a called CenturyLink landline TN. The operator will verify if there is conversation on the line. A charge will apply per BLV attempt.
- Busy Line Interrupt (BLI)
Busy Line Interrupt (BLI) is provided when your end-user requests assistance from the operator to interrupt a telephone call in progress on a CenturyLink landline TN. The operator will interrupt the busy line and inform the called party that there is a call waiting. A charge will apply per BLI attempt.
Terms and Conditions
CenturyLink will perform Operator Services in accordance with CenturyLink operating methods, practices and standards in effect for all end-users. CenturyLink will respond to your end-user calls to CenturyLink Operator Services using the same call handling priority used to respond to CenturyLink end-user calls. Calls to CenturyLink Operator Services are handled on a first come, first served basis, without regard to whether the call was originated by CenturyLink's or your end-user.
Facility-Based CLECs with your own switch deliver your operator services traffic to CenturyLink's Operator Services switch over your own or leased trunks and transport facilities. Such facilities may be interconnected to the CenturyLink Operator Services switch or platform at one of two technically feasible points on the trunk side of the platform:
- First connection point - CenturyLink Operator Services host switch
- Second connection point - Remote CenturyLink Operator Services switch
Each service provider shall route BLV and BLI traffic inquiries over separate verify trunks (not the local/intraLATA trunks) established between the service provider's respective operator bureaus.
Resale and Commercial Local Exchange Services
For these services, if you access CenturyLink's Operator Services your end-user's Operator Services calls will be transported to CenturyLink's Operator Services switch via shared use of CenturyLink Operator trunks.
Operator Services for Special Needs End-Users
CenturyLink can identify your Special Needs End-Users through the use
of screen codes. Screen Code
26 identifies a Residential Special Needs End-User and Screen Code
27 identifies a Business Special Needs End-User. To identify a Special
Needs End-User, you must complete Attachment A1 that is located within the OS/DA portion of the Customer Questionnaire with the appropriate Screen Code for each individual end-user.
Within two business days of receipt of your updated Customer Questionnaire, , the screen codes will be added to the screening database. At that point, the CenturyLink operator agent will be able to identify your end-user as a special needs individual.
A non-recurring charge applies to establish Customized Call Branding or to change from one branding message to another. If you operate in multiple states and have branding service in more than one state, CenturyLink will apply a nonrecurring charge that represents the lowest applicable rate for the states in which you have branding service. Monthly recurring charges for branding do not apply.
Rates and/or applicable discounts are available in Exhibit A or the specific rate sheet in your Interconnection or Resale Agreement.
Tariffs, Regulations and Policy
CenturyLink Operator Services including the terms and conditions (except prices), are found in CenturyLink's retail specific Tariff/Catalogs/Price List information.
Operator Services Rate Quote
Rate quote means quoting your identified rates (provided by you) to your end-users upon request when the call originates from that end-user. This includes all Operator assisted calls as well as busy line verify and busy line interrupt. If you do not provide rates, CenturyLink will provide rate quotes in accordance with CenturyLink rates.
Rate quotes are available in the following states based on OCN:
- AZ, CO, WA, OR, NM, ID, UT, MT, WY
To establish your identified rates for quote service, you will need to complete a Customer Questionnaire or update your existing one. You will also need to provide CenturyLink with your authorized and nationally recognized Operating Company Number (OCN) from Telcordia's Local Exchange Routing Guide (LERG). CenturyLink can assign one set of rates per OCN per state. It is your responsibility to notify CenturyLink and provide an updated Customer Questionnaire when your rates change. Upon acceptance of your questionnaire, we will start to quote the new rates within 30 days.
Rate quotes are available in the following states based on NPA/NXX:
- IA, NE, MN, ND, SD
To establish your identified rates for quote service, you will need to complete a Customer Questionnaire or update your existing one. You will need to provide CenturyLink your individual state NPA/NXX for each state in which you do business with CenturyLink. CenturyLink can assign one set of rates per NPA/NXX per state. It is your responsibility to notify CenturyLink and provide an updated Customer Questionnaire when your rates change. Upon acceptance of your questionnaire, we will start to quote the new rates within 30 days
Operator Services Call Branding
Call Branding means announcing CenturyLink’s name, a generic name, or a customized name on the front end and back end of Operator Service calls. You have the option of choosing what type of branding announcement you wish to have recorded and played for your end-users placing calls to CenturyLink Operator Services.
Front End Call Branding announces CenturyLink’s Name, a Generic Call Branding, a Customized Call Branding, or a Promotional Customized Branding at the beginning of the call.
Back End Call Branding announces CenturyLink’s Name, a Generic Call Branding, or a Customized Call Branding at the conclusion of the call. (Promotional Customized Branding is not available for Back End Branding).
Four types of Operator Services Call Branding are available, where technically feasible. Calls may be branded with CenturyLink's Name, Generic Call Branding, Customized Call Branding, or Promotional Customized Branding as follows:
- CenturyLink Name Branding - announces CenturyLink's name
- Generic Call Branding - announces no name (e.g., Thank you for using your local service provider)
- Customized Call Branding - announces your name (e.g., Thank you for using "your name")
- Promotional Customized Call Branding - announces your name and provides a brief promotional message. Promotional messages must include your company name, be factual, and are limited to promotion of existing telecommunication related products and services. Recording content is subject to approval by CenturyLink. Promotional Customized Call Branding is only available at the beginning of the call (Front End Call Branding).
Resale and Commercial Local Exchange Services
When using these services, there are two options to obtain Call Branding:
- Shared trunks used for the purposes of providing Operator Services. If you access CenturyLink Operator Services via CenturyLink shared trunks, your branding will be provisioned using your Resale OCN. You will need to provide CenturyLink with your authorized and nationally recognized OCN from Telcordia’s LERG™. You should have a single Local Exchange Resale OCN for doing business in all CenturyLink QC.
- Customized Routing and Dedicated Transport may be used for purposes
of providing Call Branding. Customized Routing provides you with
the ability to route your end-users' operator services traffic
over Dedicated Transport trunks and transport to the CenturyLink Operator
Services platform. Such trunks may then be identified to allow
your Call Branding announcement to be played on your end-users'
calls to CenturyLink's Operator Services. Customized Routing and Dedicated
Transport are available in CenturyLink QC.
For complete terms and conditions, refer to Customized
If you use your own switch and provide or lease transport facilities to deliver end-user’s operator services calls to CenturyLink’s Operator Services switch, your calls can be branded with CenturyLink’s Brand, Generic Call Branding or Customized Call Branding. CenturyLink’s brand message will be played on your calls unless you make arrangements for Generic Call Branding or Customized Call Branding. On CenturyLink’s Customer Questionnaire, provide your individual state OCN for each state in which you do business with CenturyLink.
Customized and Generic Call Branding Testing
CenturyLink will perform acceptance testing for Generic Call Branding, Customized Call Branding, and Promotional Customized Call Branding with you, at no additional charge, to insure the branding is operational.
CenturyLink will, at your request, schedule a mutually agreeable time to perform acceptance testing in cooperation with you. If you are unable to participate in the acceptance testing, or if you request that branding installation be completed without your presence, the service will be understood to be accepted by you.
CenturyLink branding implementation personnel will conduct preliminary testing. Testing will be comprised of the following steps:
- The CenturyLink Service Manager will inform you that Customized
Call Branding, Promotional Customized Call Branding, or Generic
Call Branding has been loaded and then a time must to be scheduled
between you and the CenturyLink Service Manager for the test.
- The CenturyLink Service Manager will contact the CenturyLink Branding
Implementation Manager with the agreed upon date of the test.
The CenturyLink Branding Implementation Manager will notify the
CenturyLink branding technical personnel.
- You, with the CenturyLink Branding Implementation Manager and
CenturyLink branding technical personnel on the line, will place
test Operator Service calls. You may make up to two calls
per test situation.
- If the front end and back end call-branding meets your satisfaction,
the test is completed.
- If you reject the test, the CenturyLink Branding Implementation
Manager and CenturyLink branding technical personnel will take action
to correct the situation.
- CenturyLink Branding Implementation Manager and CenturyLink branding
technical personnel will define the problem. The CenturyLink Branding
Implementation Manager will notify the CenturyLink Service Manager
within two business days of the expected date of resolution.
- The CenturyLink Branding Implementation Manager will inform the
CenturyLink Service Manager when the problem has been resolved.
- The CenturyLink Service Manager will advise you that the problem
has been resolved and set up a time for acceptance testing.
- The CenturyLink Service Manager will advise the CenturyLink Branding
Implementation Manager of the acceptance test schedule. The
CenturyLink Branding Implementation Manger will notify CenturyLink branding
- Repeat steps beginning with Step 3 above.
- The CenturyLink Service Manager will inform you that Customized Call Branding, Promotional Customized Call Branding, or Generic Call Branding has been loaded and then a time must to be scheduled between you and the CenturyLink Service Manager for the test.
|End-user support 24 hours a day, 365 days per year|
|Operators that are dedicated and highly skilled to serve as customer advocates|
|90% of all Operator Services calls will be answered within 10 seconds|
|Leading edge Systems and Technology|
|Front and Back End branding|
|Live Operator BLV/BLI end-user assistance|
Contact your CenturyLink Sales Executive for information.
If you are a new CLEC and are ready to do business with CenturyLink, view Getting Started as a Facility-Based CLEC or Getting Started as a Reseller. If you are an existing CLEC wishing to amend your Interconnection Agreement or Customer Questionnaire, additional information is located in the Interconnection Agreement.
If you wish to access CenturyLink's Operator Services for the first time, or wish to use Operator Services in a new or different CenturyLink geographic area, you must complete a Customer Questionnaire.
You must provide Operator Service-type trunk(s) between your end office switch and the interconnection point on the CenturyLink Operator Services platform for each NPA you serve for purposes of delivering your traffic to CenturyLink.
Your Operator Service-type trunks must follow technical design requirements as defined in the Operator Services System Generic Requirement (OSSGR). Telcordia document FR-NWT-000271, Section 6 (Signaling) and Section 10 (System Interfaces) in general requirements form.
On CenturyLink’s Customer Questionnaire, you will provide your individual state OCN for each state in which you do business with CenturyLink.
Resale and Commercial Local Exchange Services
You will need to provide CenturyLink with your authorized and nationally recognized OCN from Telcordia's LERG. You should have a single Local Exchange Resale OCN for doing business in all CenturyLink QC.
Once your questionnaire(s) have been submitted and accepted by CenturyLink, your CenturyLink Service Manager will contact you to begin the implementation process.
Additions, Deletions, or Changes to Existing Services
If you are a Facility-Based CLEC and you want to add new services, delete or change existing services, you must complete the applicable portion of the Operator Services/Directory Assistance section of the Customer Questionnaire.
Complete Discontinuance of Operator Services
If you are a Facility-Based CLEC and you want to completely discontinue your OS and/or DA with CenturyLink, you must complete the applicable portion of the Operator Services/Directory Assistance section of the Customer Questionnaire.
Provisioning and Installation
Trunk provisioning for Facility-Based CLECs with your own switches that access CenturyLink Operator Services must follow guidelines for such trunks, as noted above.
Once you have arranged for access to CenturyLink's Operator Services, all local exchange line services will include access to CenturyLink's Operator Services.
You may use CustomNet to block some Operator Service features. Refer to CustomNet for additional information.
Maintenance and Repair
General maintenance and repair activities are described in the Maintenance and Repair Overview.
For additional information contact your CenturyLink Service Manager.
Resale and commercial local exchange services will receive a monthly bill for usage from the Customer Records and Information System (CRIS) billing system.
Facility-Based CLECs are billed monthly from the Local Exchange Invoicing System (LEXCIS).
Local CenturyLink 101 "Doing Business With CenturyLink"
- This introductory web-based training course is designed to teach the Local CLEC and Local Reseller how to do business with CenturyLink. It will provide a general overview of products and services, CenturyLink billing and support systems, processes for submitting service requests, reports, and web resource access information. Click here for Course detail and registration information.
View additional CenturyLink courses in the Course Catalog.
CenturyLink contact information is located in Wholesale Customer Contacts.
For additional information, contact your CenturyLink Sales Executive or Service Manager.
Frequently Asked Questions (FAQs)
1. Which OCN will I use for Resale to get the correct branding?
You need to use the National Resale OCN as provided by National Exchange Carrier Association (NECA)
2. I don't have a National OCN so how do I obtain one?
Go to: http://www.neca.org/source/NECA_Home.asp
Last Update: June 24, 2014
Telcordia is a trademark of Telcordia Technologies, Inc.
LERG is a trademark of Telcordia Technologies, Inc
CenturyLink™ Local Services Platform (CLSP™) is a trademark of CenturyLink™