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Verizon
East Resources
National Market Centers Operations Resources
Telecom Industry Services Annoying
Calls Process
Annoyance Call Complaint Handling
Verizon of DE, MD, NJ, PA, VA, WV or DC
The Annoying Calls Process places calls in two categories:
- Unwanted calls
- Unlawful calls
Please note: The Annoyance Call
Center has changed their name to the Unlawful Call Solution Center (UCSC).
The CLEC is expected to handle all unwanted calls referred to them by
their end user. The UCSC will handle all unlawful calls.
Unwanted Calls are:
- Fax Calls
- Telemarketing Calls
- Computer Calls
- Debt Collection Calls
- Hang Up Calls*
Most unwanted calls are not made with the
intent to harass or annoy. They are either made in error or with the
intent to communicate. Suggestions regarding how to help end users deter
unwanted calls are outlined on the following page.
*When calls exceed 5 per day, and the end user is willing to
prosecute/testify, then the UCSC will handle the call as unlawful.
Unlawful Calls are:
- Obscene/Harassing Calls**
- Bomb Threat
- Threat to Life
- Kidnapping
- Bodily Harm
Law enforcement agencies and Verizon will
work hand in hand to resolve unlawful call complaints. The law
enforcement agency investigates all calls involving bodily harm, bomb
threats, and kidnapping. When CLECs receive a complaint regarding life
threatening calls, immediately advise the end user to call the local
police and explain call trace procedures as outlined on the following
page.
**When calls exceed 3 per day, and the end user is willing to
prosecute/testify, then the UCSC will handle the call as unlawful.
The Unlawful Call Solution Center can be reached at 1-800-246-2800.
Annoyance Call Procedure
| IF
CALL IS: |
THEN
FOLLOW THIS PROCEDURE: |
UNLAWFUL
Threat to Life
Kidnapping
Bodily Harm
Harassing/Obscene
Bomb Threat
Note:Three successful Call Traces are required for
harassing/obscene calls, but only one successful Call Trace is
required for all other unlawful calls. |
Advise
the end user procedure for activating Call Trace.
Then advise the end user to call the local police and file a
formal complaint.
The end user should supply their Service Provider with the law
enforcement Officers name and case number.
If the end user activates Call Trace and this process is
unsuccessful then the end user should contact their Service
Provider. The Service Provider will contact the UCSC via fax to
establish a Call Trap. The Service Provider should fax this
request using their company letterhead and fax to 301-595-1716.
Assure the end user that you (the Service Provider) will be
working with Verizon and the local authorities. |
Hang
Up
Fax
Computer
Debt Collection
Telemarketing |
Hang
Ups: Determine type and frequency of calls. Discuss deterrent
procedures such as call blocking or hang up or provide caller with
no satisfaction. In addition, the customer can be offered a
telephone number change.
Fax or Computer: Determine type and frequency of calls.
Discuss deterrent procedures such as call blocking or hang up or
reroute voice line to fax line. Offer call trace if appropriate.
Debt Collection: Determine nature of complaint. Debt
collectors may not contact customers at unreasonable times or
places, such as before 8:00 AM or after 9:00 PM . A debt collector
may not contact the customer at work if the collector knows their
employer disapproves. Customers can register a complaint by
writing to:
Federal Trade Commission
Division of Credit Practices
Washington, D.C. 20580
For further information the end user may contact the Office of
Consumer Affairs for their specific jurisdiction.
Telemarketing: Advise end user they can remove their name
from the national telemarketing list by writing to:
Telephone Preference Service
Direct Marketing Association
P. O. Box 9014
Farmingdale, New York 11735-9014 |
Call Trace Procedures:
End User Originated Trace or *57
To initiate Call Trace procedures, the
end user should be instructed to hang up after receiving the unwanted
call and then pick up the phone and dial *57!Stay on the line. A
recording will tell you if the call was traced. Upon completion of the
trace, a record of the call is stored in the UCSC's database for 90
days. It is suggested that the end user maintain a log of the calls.
Upon activating the required number of traces the end user should
contact their Service Provider to a) make them aware that the traces
have been completed and, b) provide the law enforcement Officer's name,
telephone number, and case number. The Service Provider should then fax
this information to the UCSC. The UCSC will contact the law enforcement
Officer and release the call trace information. The law enforcement
agency will then contact the end user to follow up on the complaint. At
this point the Service Provider is no longer involved in the process.
However, Verizon will continue to work with the law enforcement agency
as required or until the case is closed.
Call Trap Procedures:
Network Facility Based Originated Trace
To initiate Call Trap procedures, the end
user should contact their local Service Provider to file a complaint.
The end user should also file a complaint with the local police. The
Service Provider will contact the UCSC via fax (on company letterhead)
to provide the end user's telephone number and the BA CLLI code. The
UCSC will place a trap on the end user's number with in 24 hours for 14
calendar days. The Service Provider will be responsible for providing
the UCSC with a list of dates and time of the unlawful calls. At the end
of 14 days the UCSC will provide the Service Provider with a case
status. If the trap investigation was unsuccessful the case will be
closed. If the trap investigation was successful the Service Provider
will need to provide the UCSC with the name and telephone number of the
law enforcement Officer and case number via fax. The UCSC will contact
the law enforcement Officer and release the call trace information. The
law enforcement agency will then contact the end user to follow up on
the complaint. At this point the Service Provider is no longer involved
in the process. However, Verizon will continue to work with the law
enforcement agency as required or until the case is closed.
TOP
Last
Updated: Monday, October 21, 2002
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