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:
Operator Services products and services are as follows:
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.
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) 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.
Operator Services are available, upon request, in the Qwest 14-state local service territory.
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:
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.
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 and/or applicable discounts are available in Exhibit A or the specific rate sheet in your Interconnection or Resale Agreement.
Qwest Operator Services including the terms and conditions (except prices), are found in Qwest'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, Qwest will provide rate quotes in accordance with Qwest rates.
Rate quotes are available in the following states:
Rate quotes are not currently available in the following states
To establish your identified rates for quote service, you will need to complete a 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 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:
For Facility-Based CLECs and ILECs, quoted rates based upon identified OCNs are not available in the following states
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:
Resale and Commercial Local Exchange Services
When using these services, there are two options to obtain Call Branding:
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:
| Features | Benefits |
| 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 Qwest Sales Executive for information.
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 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 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.
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.
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.
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.
General maintenance and repair activities are described in the Maintenance and Repair Overview.
For additional information contact your Qwest 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.
Facilities-based CLECs are billed monthly from the Local Exchange Invoicing System (LEXCIS).
Local Qwest 101 "Doing Business With Qwest"
View additional Qwest courses in the Course Catalog.
Qwest contact information is located in Wholesale Customer Contacts.
For additional information, contact your Qwest Sales Executive or Service Manager.
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: March 31, 2009
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.
