This short manual describes how toll free numbers are obtained and how they are disconnected and returned to the spare group.
Some useful definitions:
Before we get started in earnest, here are some helpful definitions and background information about the toll free industry. If you are already an expert, go ahead!
What is a free personalized number?
Many companies are interested in getting personalized numbers. A custom number is a toll-free number that also spells the name of a person or company (for example, 888-639-2277 spells 888-NEWCARS).
Personalized numbers like 1-800-FLOWERS and 1-800-597-JENNY (Jenny Craig Weight Loss Centers) are important corporate assets. Numbers like these will probably never be released to the public for reallocation or reuse.
What is a Responsible Organization?
A Responsible Organization (Resp Org) is the entity designated to manage and administer a customer’s toll-free records. They are usually large providers of free services (eg, Qwest, Global Crossing, Verizon, etc.)
How do you get toll-free numbers?
Toll-free numbers are assigned on a first-come, first-served basis.
To keep track of which toll-free numbers are available to new customers and which numbers are already busy, a national computer database (SMS/800(TM)) contains information about each toll-free number.
The Responsible Organisations, which are usually toll-free service providers, have access to the national database containing information on the status of all toll-free numbers. At a high level, they can be considered toll-free numbers available to be assigned to a client/user or are unavailable (working) and have already been assigned (eg, 1-800-FLOWERS).
Customers who are interested in a toll-free phone number will typically contact a RespOrg and work with them to acquire an available toll-free phone number that meets their needs.
Available numbers are often called Replacement numbers. To reiterate, these spare numbers are available on a first-come, first-served basis and can be reserved by any resp organization.
Many of the numbers currently in the spare parts pool are perfectly acceptable toll-free numbers, but they don’t mean anything particularly interesting.
How are the numbers released?
Imagine a fictional dog obedience training company called Acme Dog Training. Acme owns the number 1-800-BAD-DOGS. The owner has decided to retire and dissolve the business. Owner instructs their RespOrg/Carrier (eg, Verizon) to turn off 1-800-BAD-DOGS.
When RespOrg permanently disconnects a Toll-Free number, the current carrier typically holds it for four months. In this case, 1-800-BAD-DOGS is available for other uses until the carrier returns it to the “available” pool. Calls made to 1-800-BAD-DOGS at this point are usually treated with a tone known as a “fast busy” or “reorder” tone.
Operators retain the number for four months after disconnection to ensure that recently disconnected numbers do not immediately become available again. The waiting period can protect new customers who would otherwise have to deal with numerous calls from the previous end user.