Operator Services for ILECs - V4.0
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 and Network Migration Timeline for planned proposed start, finish, and planned network migration dates by state.
NOTE: As of October 16, 2014, the white paper has been redlined to reflect the final approach for BLV and BLI services. The remainder of the information in the white paper reflects the original contents from October 9, 2013 for historical purposes only. The timeline included in the document is superseded by the Service Order Issuance and Network Migration Timeline download.
CenturyLink™ offers CenturyLink's Operator Services access to Independent Local Exchange Carriers (ILECs). 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). ILECs may use the same dialing pattern or may choose a different dialing pattern for their 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
- Pre-Migration - Live and automated operator assistance in Spanish with the exception of the following states: Iowa, Nebraska, Minnesota, South Dakota, and North Dakota.
- Post-Migration – Live and automated operator assistance in Spanish will be available in all states.
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 Questionnaire for Independent Local Exchange Carriers (ILEC).
- 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.
Pre-Migration: ILECs 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
Post-Migration: ILECs with their own switch must deliver their OS traffic on SS7 trunks to CenturyLink’s switch over their own or leased trunks and transport facilities. See schedule above for migration dates.
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.
Operator Services for Special Needs End-Users
CenturyLink can identify your Special Needs End-Users through the use of screen codes on Attachment 1 of the Operator Services/Directory Assistance Questionnaire for Independent Local Exchange Carriers (ILEC). 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 with the appropriate Screen Code for each individual end-user. Within two business days of receipt of the Operator Services/Directory Assistance Questionnaire for Independent Local Exchange Carriers (ILEC) with Attachment A1, 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.
Click on one of the following Questionnaires based on the state in which you are requesting service (See migration timeline above to select the applicable Questionnaire):
Pre-Migration: 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.
Post-migration: Charges will not apply for Customized Call Branding.
Rates and/or applicable discounts are available in the Operator Services Exhibit 1 of the Masters Services 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 (provided by you) rates 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 the Operator Services/Directory Assistance Questionnaire for Independent Local Exchange Carriers (ILEC) 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 Operator Services/Directory Assistance Questionnaire for Independent Local Exchange Carriers (ILEC) 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 an Operator Services/Directory Assistance Questionnaire for Independent Local Exchange Carriers (ILEC) or update your existing one. You will need to provide CenturyLink your individual 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 Operator Services/Directory Assistance Questionnaire for Independent Local Exchange Carriers (ILEC) 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, where technically feasible. 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, Generic Call Branding and Customized Call Branding.
Back End Call Branding announces CenturyLink’s Name, Generic Call Branding, or Customized Call Branding at the conclusion of the call.
Four types of Operator Services Call Branding are available. Calls may be branded with CenturyLink's Name, Generic Call Branding and Customized Call Branding:
- CenturyLink Branding - announces CenturyLink's name
- Generic Call Branding - announces no name (e.g., Thank you for using your local telephone company)
- Generic Call Branding – announces no name (e.g., Thank you for calling Operator Services)
- Customized Call Branding - announces your name (e.g., Thank you for using "your name")
Customized and Generic Call Branding Testing
CenturyLink will perform acceptance testing for Customized Call Branding and Generic 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, 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 technical personnel.
- Repeat steps beginning with Step 3 above.
|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.
In order to have Operator Services with CenturyLink, you need to have a hosted RAO code and a CMDS Hosting contract. For more information about CenturyLink’s offered CMDS Hosting, see the CMDS Hosting PCAT and/or contact your CenturyLink Wholesale Service Manager.
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 an Operator Services/Directory Assistance Questionnaire for Independent Local Exchange Carriers (ILEC) and have a signed Master Services Agreement on file with your Wholesale Service Manager.
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.
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 an Independent Local Exchange Carrier and you want to add new services, delete or change existing services, you must complete one of the following Questionnaires based on the state in which you are requesting service (See migration timeline above to select the applicable 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.
ILECs 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)
Last Update: October 16, 2014
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