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ARCHIVED - Telecom Order CRTC 2004-22

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Telecom Order CRTC 2004-22

  Ottawa, 15 January 2004
 

Aliant Telecom Inc.

  Reference: Tariff Notice 114
 

Centrex per Agent Service and Enhanced Call Center Reporting Service

1.

The Commission received an application by Aliant Telecom Inc. (Aliant Telecom), dated 20 November 2003, to revise Island Telecom Inc.'s General Tariff item 698.5 (f), Centrex Business Service, in order to introduce Centrex per Agent Service and Enhanced Call Center Reporting Service.

2.

The proposed Centrex per Agent Service includes:
 
  • one local access with basic Centrex features;
 
  • in Call Key, capable of receiving intelligent network information (i.e. Call Display) and the ability to log into a queue;
 
  • secondary Directory Number for alternate incoming and outbound calling;
 
  • Management Information Service packaged reports (maximum of five) sent to a customer's call center on a regular basis. Customers who would require real time information could subscribe to Enhanced Call Center Reporting;
 
  • one customized initial customized recorded announcement;
 
  • required queues, with an average maximum ratio of one queue for every two Centrex per Agent Service agent positions. Additional supplementary directory numbers would be available at tariff rates where technically available; and
 
  • initial customer consultation, which would include system configuration, basic report design and interpretation and training for the call center personnel.

3.

The proposed Enhanced Call Center Reporting Service is an optional service that would provide real time on demand reporting and management of agent/queue status instead of reports being sent to a customer's call center on regular basis.

4.

Aliant Telecom submitted that the above two new services would permit the company to offer a fully managed solution providing access, Automatic Call Distribution switching and the Management Information System required to measure the efficiency of their operations and to make appropriate configuration changes. These services would also allow small and medium customers access to basic managed Automatic Call Distribution functionality without large capital expenditure or in-house resources to manage the infrastructure.

5.

Aliant Telecom filed an imputation test in support of its application.

6.

The Commission received no comments with respect to the application.

7.

The Commission is satisfied that the proposed tariff revisions meet the imputation test.

8.

The Commission approves Aliant Telecom's application. The revisions take effect as of the date of this order.

9.

The Commission notes that in Telecom Order CRTC 2004-1, dated 6 January 2004, it approved Aliant Telecom Tariff Notice 107, which proposed to transfer Automatic Call Distribution service from tariff item 698.5.(f) to the new Aliant Telecom General Tariff item 215.5, Centrex Call Center Service. Accordingly, the Commission directs the company to issue revised tariff pages, showing the above approved additions, in the Prince Edward Island section of the new tariff item rather than in tariff item 698.5.(f) as proposed in Tariff Notice 114.
  Secretary General
  This document is available in alternative format upon request and may also be examined at the following Internet site: http://www.crtc.gc.ca

Date Modified: 2004-01-15

Date modified: