This short manual describes how toll free numbers are obtained and how toll free numbers are disconnected and returned to the reserve group.
Some useful definitions:
Before we get serious, here are some helpful definitions and general information about the toll-free industry. If you’re already an expert, jump in!
What is a personalized toll free number?
Many companies are interested in getting personalized numbers. A custom number is a toll-free number that also spells out the name of a person or business (for example, 888-639-2277 spells 888-NEWCARS).
Custom numbers like 1-800-FLOWERS and 1-800-597-JENNY (Jenny Craig Weight Loss Centers) are important corporate assets. Numbers like these are likely never to be released to the public for reassignment or reuse.
What is a responsible organization?
A Responsible Organization (Resp Organization) is the entity designated to administer and manage a customer’s free records. These are usually large free service providers (e.g. Qwest, Global Crossing, Verizon, etc.)
How are toll-free numbers obtained?
Toll free numbers are assigned on a first come, first serve basis.
To keep track of which toll-free numbers are available to new customers and which numbers have already been seized, a national computer database (SMS / 800 (TM)) contains information on each toll-free number.
Responsible organizations, 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, toll-free numbers can be considered available to be assigned to a client / user or are unavailable (working) and have already been assigned (for example, 1-800-FLOWERS).
Customers who are interested in a toll-free number will generally contact a RespOrg and work with them to acquire an available toll-free number that meets their needs.
The available numbers are often called Replacement numbers. To reiterate, these replacement numbers are available on a first come, first serve basis and can be reserved by any resp organization.
Many of the numbers currently in the reserve pool are perfectly acceptable toll-free numbers, but they don’t spell anything particularly interesting.
How are the numbers released?
Imagine a fictitious canine obedience training company called Acme Dog Training. Acme has the number 1-800-BAD-DOGS. The owner has decided to retire and dissolve the business. The owner instructs their RespOrg / Carrier (for example, Verizon) to disconnect 1-800-BAD-DOGS.
When RespOrg permanently disconnects a toll-free number, the current operator holds it for four months. In this case, 1-800-BAD-DOGS is available for another use until the carrier returns it to the “available” group. Calls made to 1-800-BAD-DOGS at this point are generally handled 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 are not immediately returned to available reserve status. The waiting period can protect new customers who would otherwise have to deal with numerous calls from the old end user.