Glossary

Glossary of terms

800 Service Management System (SMS/800) — The main operations support system used to create and update Toll-free records that are then downloaded to SCPs for processing Toll-free Service calls. The system is used by Resp Orgs to manage and administer SMS/800 records.

Advanced Routing — Routing on a Custom or Non-Custom number with multiple terminations per area code, or area code routing on a Customer number.

Area Code — Otherwise known as Numbering Plan Area (NPA). Three digit codes assigned to each area of North America for long distance call routing. Area codes do not cross state boundaries, although there might be more than one designated to a state.

Area Code Routing — Routing on a Customer number with multiple terminations within a service area based on originating area code.

Authorized Resp Org — A Resp Org that submits a change, on behalf of a Subscriber, in the Subscriber’s selection of a Resp Org with the Subscriber’s authorization verified in accordance with the Industry Guidelines for Toll-free Number Administration.

Call Prompt Routing — A form of advanced routing where calls can be terminated based on the menu choice selected by the caller.

Call Prompt Plus Routing — A form of advanced routing where Call Prompt Routing can serve as the lead in application type for any other advanced routing application.

Call Percentage Allocator — A form of advanced routing, which allows a specific percentage of incoming calls to be assigned various terminations.

Closest Location Routing — A form of advanced routing where calls are routed to the location closest to the caller.

County Routing — A form of advanced routing where calls are routed to a specific ring-to number depending on the originating county (associated with a caller’s area code and exchange).

County Plus Routing — A form of advanced routing where County Routing can serve as the lead in application type for any other advanced routing application.

Custom 800 — Product name for vanity numbers available for shared-use lease exclusively through 800response. An 800response affiliated ESP is the assigned service subscriber.

Custom Introduction — Introduction feature used to identify customer name. For example, if a direct dial or advanced-routed non-message prompt customer (i.e. exchange, closest dealer) prefers a “Welcome to ABC Company” before the call is routed to a ring-to, the Custom Introduction feature would be implemented. This feature would not be required for advanced-routed message prompt customers (i.e. call prompt, enhanced closest location). Under these application types, the company name could simply be added to the application message itself.

Customer Number — A toll-free number where the customer is the end-user subscriber (i.e. ported, secured or internet).

Dedicated Termination — Termination to a digital facility (e.g., T1s or DS1s). Commonly used by telephone providers and 800 providers.

DMA (Designated Market Area) — A unique geographic area/media market defined by Nielsen Media Research that is used to identify TV stations that best reach an area and attract the most viewers. A DMA consists of all counties whose largest viewing share is given to stations of that same market area. There are 210 DMAs covering the contiguous US.

Domain Name — A unique name (e.g., a series of alphanumeric strings that are separated by periods such as www.800response.com), that is a computer network connection corresponding to one or more numeric IP addresses, used to identify a particular web page or set of web pages on the internet.

Enhanced Call Handling — Any combination of the following features: Custom Introduction, Custom Recording Disclaimer, Ring-to Announcement, or Whisper Feature.

Enhanced Closest Location Routing — A form of advanced routing where callers are presented a selection menu of the four (4) closest location options within a 25 mile radius.

Enhanced Services Provider (ESP) — Entity that controls a toll-free number.

Exchange — The first three digits in your local telephone number. (I.e. the first three digits after your area code — 802-383-0803, “383” = exchange.)

Exchange Routing — A form of advanced routing where calls can be terminated based on the originating exchange.

Local Tracking Number — A 10-digit local telephone number, which can be activated for national service and remote call forwarded to a toll-free number, adopting all routing and tracking applications of that toll-free number.

Non-Custom 800 Numbers — Non-vanity numbers. Includes Internet, Ported, Secured and/or Repeater numbers.

North American Numbering Plan (NANP) — The process for assigning ten-digit telephone numbers in North America where the first three numbers represent an area code, the second three a local telephone exchange within that area, and the final four digits a line number assignment within the exchange.

Originating Number — The phone number from which a call is originally placed.

Ported Numbers — Toll-free numbers brought to 800response, which previously were serviced through another carrier. Customer remains as the service subscriber and can activate national service.

Recording Disclaimer — Message played when a call is transferred to a ring to with recording. Options include: Standard, Custom or None. Our standard recording disclaimer is “This call may be recorded for quality assurance purposes”. A custom recording disclaimer is used when the customer provides their own message in lieu of the standard recording disclaimer. This includes when a customer prefers to use a specific voice or a specific language. Some customers with recording have no recording disclaimers played, because their call center provides this feature for them and they prefer the call center disclaimer exclusively.

Repeater Numbers — Non-vanity, easy-to-remember numeric toll-frees available for shared-use lease exclusively through 800response. An 800response affiliated ESP is the assigned service subscriber.

Responsible Organization (Resp Org) — The entity designated to manage and administer a Customer’s SMS/800 records.

Ring-to Announcement — Introduction feature, used to present a custom message recording to the caller, based on the toll-free number’s terminating ring-to number.

Ring-to Numbers — Termination to a standard phone number.

Service Subscriber — Entity that controls a toll-free number, generally the customer of record. They may or may not be the Resp Org.

Shared Use Number — Toll-free number which terminates to more than one end user based upon some unique identification capabilities (e.g., originating area code).

SMS/800 — See 800 Service Management System

SMS/800 Help Desk — The organization that administers the SMS/800 system for the centralized management of Toll-free numbers.

Specialized Repeater Numbers — 800response Product Name for Repeater Numbers.

Toll-free Service — A telecommunications service for which the dialing party incurs no toll charges.

Toll-free Termination — Termination to a toll-free number in lieu of a switched 10 digit phone number or dedicated facility.

URL — An abbreviation for Uniform Resource Locator; a standardized address of a location on the internet, that identifies a particular file on the internet, usually consisting of the protocol, as “http”, followed by the domain name (e.g., https://800response.com).

Whisper Feature — Feature used to present a custom message recording to the receiver of the call, identifying which toll-free number and/or marketing campaign the caller is utilizing.

Zip Code Routing — A form of advanced routing where calls can be terminated based on the zip code entered by the caller.

Zip Code Plus Routing — A form of advanced routing where Zip Code Routing can serve as the lead in application type for any other advanced routing application.

What Our Customers Are Saying

We’ve definitely seen a spike in the number of calls that come in as a direct result of our radio spots. By prominently featuring the vanity 800 number in our ads, we have a much better indication that the number is working to drive calls to our stores.

Dealership GM