April 7, 1998
GTE Network Services
600 Hidden Ridge
Irving, TX 75038
Subject: Customer Transfer Services
Description/Impact: GTE will be providing a customer transfer when the end user calls one of GTE's Customer Contact Centers, Billing Service Centers, or Business Response Centers and it is determined that the customer needs to reach the CLEC. The end user plus GTE's Customer Service Agent will be transferred to the CLEC's Customer Service Agent. GTE's Customer Service Agent will introduce him/herself and the end user, and state the end user's requirements. After providing the information, the GTE Service Agent will disconnect from the telephone call. Customer transfer will be offered subject to the availability and limitations of GTE's Company facilities.
Customer requirements: The CLEC shall provision a dedicated telephone number that routes calls from GTE's Service Agent to the CLEC's Service Agent. (1-800 Service must be through AT&T.;)
The dedicated telephone number (1-800/1-888) should bypass the CLEC's Voice Response Unit.
The CLEC's Service Agent gives precedence to calls coming from GTE's Service Agents and answers GTE's Service Agents' calls prior to answering other calls.
Implementation: This will be a contracted service and the implementation date will be jointly agreed upon by both parties.
Locations: Transfer function will come from any GTE Customer Service Center and terminate to an agreed upon CLEC Customer Service Center based on a defined 1-800/1-888 number.