Toll-free Number Routing
Overview of toll free numbers:
Toll-free Numbers are numbers which are free for the calling party but it is not free for the called party. The called party or the subscriber of that number has to buy minutes in advance for certain period of time. Every incoming call received on that number, reduces those toll free minutes purchased. The subscriber can also make an outgoing call which will be treated as a normal call and will not affect toll free minutes of incoming call.
Toll free numbers are generally termed as one-800 numbers, in North America. These numbers start from 800, 888 (1995 onward), 877 (1997 onwards), 866, 855 (2000 onwards), 844, 833, 822 (are reserved but not active). The numbers which start with 900 are not toll free but those are premium numbers which have very high call rate.
INWATS (Inward Wide Area Telephone Service) is a term given to the toll free numbering plan in North America. Toll free numbers are generally owned by business and organizations that uses this number to provide service to their customers or sell their products. There is no limitation on subscribing toll free number for any individual or organization. It can be dialed only within US, Canada, US Virgin Islands, Guam and Puerto Rico. RESPORGS (responsible organization) was established in 1993 to organize toll free number distribution on first come first serve basis. SMS/800 is a database which shows the status of all toll free numbers in US. Vanity numbers are also numbers which spell company’s or person’s name in the number, such as 1-800-FRIENDX. To get a toll free number, one has to contact any telecom company or RESPORGS.
Routing of toll free number:
When any toll free number is dialed, it is first received by SSP (Service Switch Point) in the telephone network where it is identified as a toll free number and then directed to SCP (Service Control Point); where it is routed to its destination according to routing instruction.
Toll free VoIP:
Most organizations and businesses that make a lot of calls are now using VoIP technology as it reduces call cost and provide same quality as that of a normal phone. It is very easy to use and install as well as it has a lot of features apart from calling. Organizations or individual can subscribe for toll free VoIP numbers from the providers which could strengthen customer relation and productivity. Some of the providers of Toll free VoIP are RingCentral (now owned by Google), Lingo, Bandwidth.com, Broadvoice, Cordia and 5PCOM.
ACD system:
Most organizations use toll free numbers for their call center or contact center to provide service to their customers. These numbers make use of VoIP technology to reduce cost and use its advanced features. ACD system is a piece of software, which automatically picks up the call and directs it to the next available agent. This software picks up the incoming call, keeps it on hold if necessary, plays hold music or automated weather report to the caller; and transfers the call according to predefined queue. The queue can be predefined or changed according to the need; such as predefining some customers who can only be received by particular agent or best agents. Wireless ACD system is also available through which, agents can work from home.