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Telecom Industry Services Annoying Calls Process

Annoyance Call Complaint Handling

Verizon of CT, ME, MA, NH, NY, RI or VT

In Verizon of CT, ME, MA, NH, NY, RI or VT, the Annoyance Call Bureau (ACB) is located in Boston and handles support for both New York and New England regions. The ACB assists in determining the source of annoying and harassing calls, and when necessary, furnishes the information to law enforcement. Before pursuing a trap or trace, the end user is required to file a harassing or annoyance complaint with their local law enforcement agency.

Following are the procedures for handling these types of telephone security issues:
  • Annoyance Call Complaint/Call trace Availability
  • End user utilizes Call Trace (*57)
  • End user is advised to call the ACB @ 1 800 518-5507
  • ACB provides general annoyance call information and directs the end user to contact their local service provider.
  • The local service provider secures the appropriate information from their end user (i.e. police complaint number), and faxes the request to the attention of Resale Services, 1 617 743-7486. If urgency is required the local service provider calls 1 800 640-2043 and depresses "0" at the voice prompt. The call will be transferred to a Service Representative.
  • ACB enters the end user information and complaint number into the system.
  • Within a thirty day period if two or more calls are traced back to the same number, the end user may contact law enforcement to proceed with the complaint. The ACB will only furnish suspect information to law enforcement agencies. If the suspect is a CLEC end user, the ACB will refer law enforcement to the appropriate local service provider.
  • The law enforcement agency will advise the end user of the steps needed for legal resolution.
Annoyance Call Complaint/Call Trace Not Available
  • The end user contacts their local service provider.
  • The local service provider secures the appropriate information from their end user (i.e. police complaint number), and faxes the request to the attention of Resale Services, 1 617 743-7486. If urgency is required the local service provider calls 1 800 640-2043 and depresses "0" at the voice prompt. The call will be transferred to a Service Representative.
  • ACB enters the end user information and complaint number into the system.
  • Trap is set and the system will automatically log the calls.
  • The end user must log and report all annoying calls received. They should report the date and time of the annoyance calls by dialing 1 800 640-2043 and using a touch tone pad enter the information. If the end user has a rotary phone the information is left in a call answering mailbox. All annoyance information call information must be reported within 48 hours of the incident.
  • When two or more calls are traced back to the same number, the case is closed and data is given to law enforcement to proceed with the complaint. The ACB will only furnish suspect information to law enforcement agencies. If the suspect is a CLEC end user, the ACB will refer law enforcement to the appropriate local service provider.
  • The law enforcement agency will advise the end user of the steps needed for legal resolution.

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Last Updated: Monday, October 21, 2002