History Log

Product Description

Qwest offers Qwest's Operator Services access to Competitive Local Exchange Carriers (CLECs) for Resale and compatible commercial, finished service, local exchange services products, e.g. Qwest Local Service Platform™ (QLSP™). Operator Services provides assistance with local calls and intraLATA toll to your end-users.

If you purchase Qwest Operator Services, your end-users obtain access to Qwest Operator Services by dialing "0" or "0" plus a Telephone Number (TN). Facilities-Based CLECs, using your own switch may use the same dialing pattern or may choose a different dialing pattern for your end-users using Qwest's Operator Services.

Your technicians can also use the Qwest operator to obtain origination ANI information.  Once connected to the Qwest operator, your technician can retrieve origination ANI information by advising the Qwest 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 Qwest operator, the Qwest 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 Qwest's Directory Assistance (DA) Service. At your request, QC 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 OS/DA Questionnaire.
  
  

• IntraLATA Toll Assistance
  IntraLATA Toll Assistance provides help or information to your end-user's on placing or completing intraLATA toll calls. Qwest will complete intraLATA calls for your end-users unless you have requested Qwest not to do so.
  
  
• Emergency Assistance
  Qwest 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 Qwest 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 Qwest 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.

Availability

Operator Services are available, upon request, in the Qwest 14-state local service territory.

Terms and Conditions

Qwest will perform Operator Services in accordance with Qwest operating methods, practices and standards in effect for all end-users. Qwest will respond to your end-user calls to Qwest Operator Services using the same call handling priority used to respond to Qwest end-user calls. Calls to Qwest Operator Services are handled on a first come, first served basis, without regard to whether the call was originated by Qwest's or your end-user.

Facilities-Based CLECs

Facilities-Based CLECs with your own switch deliver your operator services traffic to Qwest's Operator Services switch over your own or leased trunks and transport facilities. Such facilities may be interconnected to the Qwest Operator Services switch or platform at one of two technically feasible points on the trunk side of the platform:

• First connection point - Qwest Operator Services host switch
• Second connection point - Remote Qwest 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 Qwest's Operator Services your end-user's Operator Services calls will be transported to Qwest's Operator Services switch via shared use of Qwest Operator trunks.

Operator Services for Special Needs End-Users

Qwest can identify your Special Needs End-Users through the use of screen codes on Attachment 1 of the Operator Services/Directory Assistance Questionnaire for Competitive Local Exchange Carriers (CLEC) and 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. It is not necessary to complete the rest of the Operator Services/Directory Assistance Questionnaire to add, change, or delete a Special Needs End-User. The completed Attachment A1 should be faxed to the applicable Fax telephone number located at the bottom of the form.

Within two business days of receipt of Attachment A1, the screen codes will be added to the screening database. At that point, the Qwest operator agent will be able to identify your end-user as a special needs individual.

Click on Attachment A1 to download a copy of the attachment.

Click on the Operator Services/Directory Assistance Questionnaire for Competitive Local Exchange Carriers (CLEC) and Independent Local Exchange Carriers (ILEC) Attachment A1 to download a copy of the questionnaire and attachment.

Pricing

Rate Structure

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, Qwest 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
Rates and/or applicable discounts are available in Exhibit A or the specific rate sheet in your Interconnection or Resale Agreement.

Tariffs, Regulations and Policies
Qwest Operator Services including the terms and conditions (except prices), are found in Qwest's retail specific Tariff/Catalogs/Price List information.

Optional Features

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, Qwest will provide rate quotes in accordance with Qwest rates.

Rate quotes are available in the following states:

• AZ, CO, WA, OR, NM, ID, UT

Rate quotes are not currently available in the following states

• MT, IA, NE, MN, ND, WY, SD

To establish your identified rates for quote service, you will need to complete a New Customer Questionnaire or update the existing one. You will also need to provide Qwest with your authorized and nationally recognized Operating Company Number (OCN) from Telcordia's Local Exchange Routing Guide (LERG™). Qwest can assign one set of rates per OCN per state. It is your responsibility to notify Qwest and provide an updated New Customer Questionnaire when your rates change. Upon acceptance of your questionnaire, we will start to quote the new rates within 30 days.

For Facility-Based CLECs and ILECs, quoted rates are based upon identified OCN and are available in the following states:

• AZ, CO, WA, OR, NM, ID, UT

For Facility-Based CLECs and ILECs, quoted rates based upon identified OCNs are not available in the following states

• MT, IA, NE, MN, ND, WY, SD

Note, Qwest can provide rate quotes based on Numbering Plan Area/Numeric Numbering Plan (NPA/NXX)

To establish your identified rates for quote service, you will need to complete an OS/DA Questionnaire or update the existing one. You will need to provide Qwest your individual state OCN for each state in which you do business with Qwest. Qwest can assign one set of rates per OCN per state. It is your responsibility to notify Qwest and provide an updated OS/DA 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 Qwest's name, your name, or generic 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 Qwest Operator Services.

Four types of Operator Services Call Branding are available, where technically feasible. Calls may be branded with Qwest's brand, Generic Call Branding, Customized Call Branding, or Promotional Customized Branding as follows:

• Qwest Branding - announces Qwest'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")
  • Front End Call Branding
    Front End Call Branding announces Qwest's name, your company's name or a generic name at the beginning of the call.
  • Back End Call Branding
    Back End Call Branding announces Qwest's name, your company's name or a generic name at the conclusion of the call.
• 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 Qwest. 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:

• 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 Qwest Operator Services platform. Such trunks may then be identified to allow your Call Branding announcement to be played on your end-users' calls to Qwest's Operator Services. Customized Routing and Dedicated Transport are available in Qwest's 14-state local service territory. For complete terms and conditions, refer to Customized Routing.
  
  
• Shared trunks used for the purposes of providing Operator Services. If you access Qwest Operator Services via Qwest shared trunks, your branding will be provisioned using your Resale OCN. You will need to provide Qwest 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 Qwest 14- states.

  Facilities-Based CLECs

  If you use your own switch and provide or lease transport facilities to deliver end-user's operator services calls to Qwest's Operator Services switch, your calls can be branded with Qwest's brand, Generic Call Branding or Customized Call Branding. Qwest's brand message will be played on your calls unless you make arrangements for Generic Call Branding or Customized Call Branding. On Qwest's Operator Services/Directory Assistance Questionnaire for Competitive Local Exchange Carriers (CLEC) and Independent Local Exchange Carriers (ILEC) provide your individual state OCN for each state in which you do business with Qwest.

  Customized and Generic Call Branding Testing

  Qwest will perform acceptance testing for Customized Call Branding, Promotional Customized Call Branding, and Generic Call Branding with you, at no additional charge, to insure the branding is operational.

  Qwest 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.

  Qwest branding implementation personnel will conduct preliminary testing. Testing will be comprised of the following steps:

  1. The Qwest 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 Qwest Service Manager for the test.
     
     
  2. The Qwest Service Manager will contact the Qwest Branding Implementation Manager with the agreed upon date of the test. The Qwest Branding Implementation Manager will notify the Qwest branding technical personnel.
     
     
  3. You, with the Qwest Branding Implementation Manager and Qwest branding technical personnel on the line, will place test Operator Service calls. You may make up to two calls per test situation.
     
     
  4. If the front end and back end call-branding meets your satisfaction, the test is completed.
     
     
  5. If you reject the test, the Qwest Branding Implementation Manager and Qwest branding technical personnel will take action to correct the situation.
     
     
  6. Qwest Branding Implementation Manager and Qwest branding technical personnel will define the problem. The Qwest Branding Implementation Manager will notify the Qwest Service Manager within two business days of the expected date of resolution.
     
     
  7. The Qwest Branding Implementation Manager will inform the Qwest Service Manager when the problem has been resolved.
     
     
  8. The Qwest Service Manager will advise you that the problem has been resolved and set up a time for acceptance testing.
     
     
  9. The Qwest Service Manager will advise the Qwest Branding Implementation Manager of the acceptance test schedule. The Qwest Branding Implementation Manger will notify Qwest branding technical personnel.
     
     
  10. Repeat steps beginning with Step 3 above.

  

  Features/Benefits

  Features	Benefits
  End-user support 24 hours a day, 365 days per year	Insures reliable service and support
  Operators that are dedicated and highly skilled to serve as customer advocates	Provides end-users with professional, courteous, and accurate information and services
  90% of all Operator Services calls will be answered within 10 seconds	Provides a fast, but personal response to end-users inquiries
  Leading edge Systems and Technology	Network connections that ensure survivability and uninterrupted traffic flow
  Front and Back End branding	Reinforces your relationship with your end-user
  Live Operator BLV/BLI end-user assistance	Provides your end-users with assistance upon request

  

  Applications

  Contact your Qwest Sales Executive for information.

  

  Implementation

  Product Prerequisites

  If you are a new CLEC and are ready to do business with Qwest, 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 New Customer Questionnaire, additional information is located in the Interconnection Agreement.

  If you wish to access Qwest's Operator Services for the first time, or wish to use Operator Services in a new or different Qwest geographic area, you must complete a New Customer Questionnaire.

  If you are a Facility-Based CLEC, you must also complete an Operator Services/Directory Assistance Questionnaire for Competitive Local Exchange Carriers (CLEC) and Independent Local Exchange Carriers (ILEC).

  If you do not need to negotiate an Interconnection Agreement with Qwest, you may need to enter into an Operator Services Ancillary Agreement. Contact your Qwest Sales Executive for any questions regarding the questionnaires or agreements.

  

  Pre-Ordering

  You must provide Operator Service-type trunk(s) between your end office switch and the interconnection point on the Qwest Operator Services platform for each NPA you serve for purposes of delivering your traffic to Qwest.

  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.

  Resale and Commercial Local Exchange Services

  You will need to provide Qwest 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 Qwest 14- states.

  Facility-Based CLEC

  On Qwest's Operator Services/Directory Assistance Questionnaire for Competitive Local Exchange Carriers (CLEC) and Independent Local Exchange Carriers (ILEC), you will provide your individual state OCN for each state in which you do business with Qwest.

  

  Ordering

  Once your questionnaire(s) have been submitted and accepted by Qwest, your Qwest 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 Operator Services/Directory Assistance Questionnaire for Competitive Local Exchange Carriers (CLEC) and Independent Local Exchange Carriers (ILEC).

  Complete Discontinuance of Operator Services

  If you are a Facility-Based CLEC and you want to completely discontinue your OS with Qwest, download Operator Services/Directory Assistance Services Disconnect Request form.

  

  Provisioning and Installation

  Trunk provisioning for facilities-based CLECs with your own switches that access Qwest Operator Services must follow guidelines for such trunks, as noted above.

  Once you have arranged for access to Qwest's Operator Services, all local exchange line services will include access to Qwest'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 Qwest Service Manager.

  

  Billing

  Resale and commercial local exchange services will receive a monthly bill for usage from the Customer Records and Information System (CRIS) billing system.

  Facilities-based CLECs are billed monthly from the Local Exchange Invoicing System (LEXCIS).

  

  Training

  Local Qwest 101 "Doing Business with Qwest"

  • This introductory web-based training course is designed to teach the Local CLEC and Local Reseller how to do business with Qwest. It will provide a general overview of products and services, Qwest billing and support systems, processes for submitting service requests, reports, and web resource access information. Click here to learn more about this course and to register.

  View additional Qwest courses by clicking on Course Catalog.

  

  Contacts

  Qwest contact information is located in Wholesale Customer Contacts.

  For additional information, contact your Qwest 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: August 24, 2007

  Telcordia™ is a trademark of Telcordia Technologies, Inc.

  LERG™ is a trademark of Telcordia Technologies, Inc

  Qwest Local Services Platform™ (QLSP™) is a trademark of Qwest Communications International Inc.