SUBJECT TO CONTRACT
International Operator Assistance Service
Definitions 1.
1.1 In this Schedule, a reference to a paragraph or Appendix, unless stated otherwise is to a paragraph or Appendix of this Schedule. Words and expressions have the meaning given in Annex D, except as shown below:
“IOA Service” the international operator assistance service relating to Calls to destinations outside the
United Kingdom, The Channel Isles or the
Isle of Man and other services as specifically described in paragraph 2 of this
Schedule.
2.
2.1
Description of Service
This Schedule gives details of the provision by BT to the Operator of access to the IOA Service.
2.1.1 IOA Service shall only be available to be accessed by persons having a telephone number conforming to the National Telephone Numbering
Plan.
2.1.2 Where the Operator permits Calling Parties to contact the IOA Service from payphones connected to or forming part of the Operator System,
BT shall only be obliged to provide the services set out in paragraphs
2.3.3 and 2.3.6.
2.2 Subject to paragraph 2.3, a person will be able to contact the IOA Service in order to obtain assistance in completing Calls to Customers of an
Authorised Overseas System who can be reached through the BT System and to obtain time difference advice.
2.3
2.3.1
BT shall provide the IOA Service which shall comprise the following:
Assistance Calls
The Calling Party can request connection to an international telephone number, or assistance from overseas operators, or assistance in connection where a previous attempt failed or re-connection to a telephone number in the event of prior unwarranted disconnection by
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2.3.2
SUBJECT TO CONTRACT one or more of the Telecommunication Systems involved in the connection chain or assistance in sending facsimile messages to destinations outside the British Isles. Call charges are payable in whole minutes with a minimum charge of that for a three minute Call.
Personal Calls to international numbers - Withdrawn
International Transfer Charge Calls 2.3.3
The Calling Party can request the BT Operator to arrange a Transfer
Charge Call (also known as Collect Calls) to an overseas destination, except that international Transfer Charge Calls cannot be made to payphones, services run by INMARSAT, a ship in port, or to territories or numbers where there is no agreement to provide such
Calls with the relevant telecommunications operators.
Calls via INMARSAT 2.3.4
2.3.5
The Calling Party can request the BT Operator to connect a Call to a ship at sea which possesses suitable satellite communication equipment.
Advance Booking of International Calls - Withdrawn
Time Difference Advice 2.3.6
2.4
The Calling Party can request the BT Operator for the local time in a particular country.
BT shall give to the Operator not less than six months’ written notice of any material change to the service under this Schedule, or such lesser period as may be agreed with the Operator, such agreement not to be unreasonably withheld.
BT’s Obligations
3.
3.1 BT shall provide the IOA Service at all times. In other aspects it shall provide the same standard and quality of service as BT makes available to
BT Customers calling the IOA Service from that locality.
3.2 Subject to the provisions of this Schedule, BT shall convey Calls for the
IOA Service by means of the BT System to an IOA Service centre. BT shall be under no obligation to convey any Call to the IOA Service which is a type of Call that BT does not convey to such service for its Customers.
3.3 BT shall use its reasonable endeavours to ensure that 85 per cent. of all Calls
(except those for which there were no queue places available in the
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SUBJECT TO CONTRACT automatic call distribution system) to the IOA Service (averaged over a 24 hour period) will be answered within 15 seconds, 7 days per week (with the exception of Christmas Day when the target percentages shall be 70 per cent.). The balance of all such Calls shall be answered by the BT Operator as soon as reasonably possible after the 15 second period.
3.4 BT shall correct faults which occur in the BT System which affect the provision of the IOA Service in accordance with BT’s normal engineering practices. For the avoidance of doubt, BT does not warrant that the BT
System is, or will be, free from faults.
3.5
4.
4.1
Procedures for the provision by BT to the Operator of details of Calls to the
IOA Service handled by BT Operators are set out in Annex B and the procedures for operational matters and Customer complaints are set out in the Operator Services Manual.
The Operator’s Obligations
Where the Operator conveys Calls to access the IOA Service it shall hand over Calls to a BT Switch Connection at a BT DMSU in accordance with
Annex A.
4.2 The Operator shall correct faults which occur in the Operator System which affect the provision of the IOA Service in accordance with the Operator’s normal engineering practices. For the avoidance of doubt, the Operator does not warrant that the Operator System is, or will be, free from faults.
4.3
Where the Operator permits access to the IOA Services from payphones connected to or forming part of the Operator System, the Operator shall ensure the payphone sends a tone, of a form to be agreed between the
Parties, to indicate to the BT Operator that the Calling Party is using a payphone.
4.4
The Operator shall use its reasonable endeavours to give BT not less than 28 calendar days’ written notice of any significant increase or decrease to its demand for service under this Schedule.
5.
5.1
Charging
For the service provided by way of the IOA Service, except for international
Transfer Charge Calls, the Operator shall pay BT for each Call the charges specified from time to time the Carrier Price List.
5.2 For each international Transfer Charge Call set up by the BT Operator, BT shall pay the Operator for each successful Call the appropriate rate specified from time to time in the Carrier Price List and the Operator shall pay no charge to BT pursuant to paragraph 5.1 above.
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6.
6.1
6.1.1
6.1.2
6.1.3
6.2
6.3
SUBJECT TO CONTRACT
Commencement & Termination
BT shall provide the IOA Service as detailed in this Schedule on the later of the following: a date 3 months after the date this Schedule was incorporated into the
Agreement; or the first Ready for Service Date; or such other date as the Parties may agree in writing.
Either Party may terminate access to the service provided under this
Schedule by giving not less than 2 months’ advance written notice to the other
If the Operator ceases to hand over Calls to BT under this Schedule for a period of two months or more the Operator shall be deemed to have suspended service under this Schedule. If the Operator subsequently seeks to resume service from BT under this Schedule, then the Operator shall meet with BT to agree a reasonable plan for the resumption of service prior to service being provided by BT.
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