When a Service Registrar submits a request to have a Toll-Free Number text enabled, the Responsible Organization (Resp Org) who controls the voice service is notified. The Resp Org then has two business days to respond to the request. If the Resp Org takes no action within two business days, the request will expire, and then the system will automatically approve the request.
This document explains how a Resp Org may contact the Somos Help Desk to challenge the expired-approved request in cases where a valid reason to reject that request exists.
Text Enablement Challenge Submission:
If no action is taken by the Resp Org within two business days of a text enablement request, the request expires and is automatically approved. The TFN(s) is reflected in the TSS Registry as expired-approved.
In case the Resp Org has a valid reason to reject that request after the two business days, the Resp Org can contact Somos Help desk to challenge the auto expired-system-approved request.
The Resp Org may send a challenge requests via email to firstname.lastname@example.org. The request must contain the following information:
The Toll-Free Number(s) involved in the request
A request to change the expired-system-approved request to rejected stating one of the possible valid reasons in the system. The reasons are:
Customer name mismatch/missing
Address mismatch/missing (verification done if address is different but all other information is the same)
Contact/Customer signature missing
Toll-Free Share or Bundled
Customer signature date missing/or expired (must be less than 30 days)
Sent to wrong Resp Org
Toll-Free Number not listed on reqeust
All data mismatch
LOA missing or linking Reseller/Subscriber LOA missing
More recent LOA
Unauthorized Contact/Customer signature
Somos will contact the Service Registrar asking for the information needed to approve the request.
If the Service Registar does not provide the information requested within 2 business days, then the Somos Help Desk will override the automatic approval, and it will reject the request.
In those cases where the automatic approval has been overridden, if the Service Registrar wishes to resubmit a request, they will need to do so through TSS for that number and include supporting information, such as an LOA.