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Under European Community Law, every provider with
a public telephone network is required obliged to provide its subscribers
with a number information service. The harmonised European number
for this service is 118. The KPN Telecom Standard National Directory
Enquiry Service enables network providers to provide their subscribers
with a number information service without having to set up and maintain
their own facilities. With this service KPN provides the Telco subscribers
with access to its own retail 'Snelnummerservice'.
The KPN Telecom Standard National Directory Enquiry Service is handled
by a voice response system, with the following greeting (in Dutch):
"Welkom bij KPN Telecom 118" (as yet it is not possible
to customize this service).
A Telco Subscriber may request a search for one telephone number
per Call. The minimum information provided by a Telco Subscriber
must include town/city and name. A KPN Directory Enquiry Operator
will assist the voice response system if necessary.
If one telephone number is found, it is presented by the voice
response system. If several telephone numbers are found the voice
response system will request more information. If the telephone
number is not found, the voice response system will announce that
the requested telephone number is unlisted, or that the telephone
number cannot be disclosed.
The information available in the KPN Standard National Directory
Database will depend on agreements with the Third Telecom Providers
for inclusion of Subscriber information in the KPN Standard National
Directory Database. The following number information is available
in the KPN Standard National Directory Database:
i) KPN PSTN
ii) KPN ISDN
iii) KPN GSM
iv) KPN Telecom PSTN Freephone Service Numbers and
v) KPN Telecom PSTN Special Rate Service Numbers.
Additional Services
For Telco's who wish to provide their customers with a more complete
number information service, KPN offers the KPN
Telecom National Directory Enquiry Service.
For international numbers, the KPN Telecom
International Directory Enquiry Service is available.
| Responsibilities |
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| KPN is responsible
for: |
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Metering and billing to charge the Telco for all Calls |
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Managing, operating and maintaining the KPN Standard National
Directory Database and associated computer systems. |
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Providing training, and supervising the KPN Directory Enquiry
Operators and the necessary working environment |
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Monitoring quality and managing the service |
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Notifying the Telco in advance of all changes to the service
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| The customer is
responsible for: |
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Forecasting the service |
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Appropriate routing of the Calls to the Handover Point |
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Validating the called number |
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Contacting the KPN Fault Contact Point to report Faults |
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The End-to-end management of Telco Subscriber Calls using
the KPN Telecom Standard National Directory Enquiry Connect
Service |
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Providing KPN with listing information for Telco Subscribers
under a separate service agreement covering the Telco's wish
for these numbers to be held in the KPN Standard National
Directory Database |
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Metering Calls and invoicing Telco Subscribers, collecting
payments and managing bad debts |
Quality of Service
KPN will provide the service 24 hours a day, 7 days a week at
a service quality level equal to that generally applicable to
the KPN Telecom National Directory Enquiry Service offered by
KPN to its subscribers.
The KPN Telecom National Directory Enquiry Service will be monitored
at all times by service managers at KPN's "National Service
Monitoring Centre (LDBC)". LDBC watches quality of service
24 hours a day, 7 days a week. If problems occur despite this
monitoring, the Wholesale Service Desk of LDBC provides assistance
to customers. The staff on the desk have the means to solve problems
quickly. Depending on the nature of the problem, KPN aims for
a service restoration time of 2, 4 or 8 hours.
| Configuration |
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A Telco may hand over 118 calls in any regional access area |
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In an access area where a Telco is unwilling or unable to hand over the call, it
will be routed to another Point of Presence of the Telco's choosing |
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