Text Enablement Override Process
For Rejected Requests

Overview:

  • When a Service Registrar submits a request to have a Toll-Free Number (TFN) 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. 

  • This document explains how and when a Service Registrar may contact the Somos Help Desk to request an override of text enablement request that is rejected by the Resp Org.


Text Enablement Override Process:

  1. If the Resp Org who controls the voice service rejects a text enablement request, the TFN(s) is reflected in the TSS Registry as rejected.

    Note: Text enablement requests should only be rejected by a Resp Org for legitimate business reasons.  A list of legitimate business reasons are listed below:

    • 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 Shared 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 request
    • All data mismatch
    • LOA missing or linking Reseller/Subscriber LOA missing
    • Illegible LOA
    • More recent LOA
    • Unauthorized Contact/Customer signature

  2. Service Registrars may choose to contact the Resp Org requesting approval and/or a statement of legitimate business reason for rejection if applicable.

  3. If contact with the Resp Org is unsuccessful in gaining approval, and is not due to a legitimate business reason, Service Registrars can submit an override request via email to tsshelp@somos.com. The request must contain the following information:

    1. A statement explaining the original request that has been rejected, and the Resp Org has not provided a valid business reason for the rejection.
    2. The Toll-Free Number(s) involved in the request
    3. A Letter of Agency (LOA) for the TFN(s) meeting the following requirements:
      1. Toll-Free Number
      2. Dated within 30 days
      3. Signature of the End User Contact Name
      4. Service Registrar Name
      5. Business Name
      6. Authorized Customer Contact Name
      7. Authorized Contact Title
      8. Authorized Customer Telephone Number
      9. Authorized Customer Email

Somos has a standard LOA for this process, which can be downloaded here, though a Service Registrar may use its own LOA so long as it meets the above requirements.


Help Desk Processing of Override Requests:

  1. The Somos Help Desk will review the submission to make sure all information has been provided. The Somos Help Desk may reject the request or contact the Service Registrar to obtain or clarify any missing information. Note: Verifying LOA information is the responsibility of the Resp Org.

  2. If the Somos Help Desk has all required information, they will activate the TFN(s) in the TSS Registry within 24 hours of receipt of the request.

  3. After the TFN(s) is activated in the TSS Registry, the Somos Help Desk will send a notification to the Resp Org outlining the details of the override event, and attach the LOA.

    Note: The Resp Org has the right to “challenge” the override by providing proof of a legitimate business reason as to why the TFN should not be text enabled, or by providing a more recent LOA to tsshelp@somos.com.
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