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ITFS

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Product

What is the Reliance International Toll-Free Service (ITFS)?

Reliance ITFS enables you to have a single unique number in an international location. As the name suggests, the caller (your customer) from that country can reach you in India on ITFS, free of charge. The incoming calls to ITFS can be routed to single or multiple destinations (within India) as per your requirements.

How is ITFS useful for me / my company?

ITFS enables your customers, consultants or employees who are travelling or based in international locations, to contact your organization free of cost. The international inbound call charges can be easily paid by your company in Indian Rupees.

Is the ITFN (International Toll-Free Number) free to a caller from anywhere in the world?

No. Each country will have its own toll-free number. This number will be free of cost only to the end user calling from that particular country.

How is the call delivered to the call center or the subscriber location?

The international call is brought to India through Reliance’s submarine fiber optic cables. The call can be delivered to the call center/subscriber location through Reliance provided voice services. This can be done through a variety of medium, depending upon the expected call volume and readiness of Reliance wire line network.

Wire line

ISDN – BRI	Suitable when the expected call volumes are not large.
E1 (DID) – R2 or PRI	Single or multiple E1s would be required to handle bulk traffics at your call center/ office location.
POTS	Suitable when the expected call volumes are not large.

Wireless

FWT/FWP/RIM

Most suitable where wire-line network is not available and the expected call volumes are not large.

Do you need to additionally subscribe to the terminating phone lines or is it part of the solution?

You will have to additionally subscribe for the terminating phone lines from Reliance for delivery of traffic at your location in India. Respective product tariff for the terminating lines shall be applicable.

Will I require an OSP license for this solution?

This is a switched connection approach. You will not require an OSP license for this service. OSP licensing is a cumbersome and expensive solution, more suitable for BPO type companies having extremely large call volumes.

Does this service also include outbound toll-free calls to the international location?

No. This service is an inbound service only. For outbound international calls, you will be charged the usual ILD rates in your wire-line plan.

Can I have a single ITFS number for multiple countries?

No. Each country will have its own, distinct toll-free number. For this requirement Reliance Communications provides UIFN (Universal International Free Number) for 42 countries based on feasibility.

Product Applications

	What are the applications for which I can use the Reliance ITFS?
	ITFS is most suitable for the following applications: 1. Product information 2. Technical help 3. Single point of contact for international consultants / own offices 4. Employees travelling internationally 5. Order booking 6. Delivery Scheduling

Product Benefits

	What are the advantages of choosing Reliance ITFS than any other number service offered by other opera6tors?
	The following are the advantages of choosing Reliance. 1. You do not need an OSP license for this service, since we bring switched calls to your terminating location rather than a leased line carrying voice traffic. Having an OSP license is a cumbersome and expensive process. 2. Service assurance for the entire solution 3. Call carriage through route-diverse carrier class global network 4. Single point of contact (Account Management team) 5. On-line viewing of performance reports through a web portal. 6. 24X7 Call center for assistance and information 7. Wide Reliance coverage- service operating in 15,000 towns and 1,00,000 villages.
	Why should my business have an ITFS Number?
	Your business should have Free-Call Number for following reasons 1. Convenience: -Invites customers to contact you at no charge form international locations. -Convenient for consultants / employees based overseas to call India offices. -Very easy for your customers / consultants / employees to remember one single number to reach you. -Pay easily in Indian Rupees. 2. Customer satisfaction: -Customers find it easy to reach you. -Allows handling customer problems quickly and easily. 3. Boost image, be global: It positions your company as a global, customer-friendly company, creates an international presence and builds a strong corporate image. 3. Business enhancement: It improves your business as it attracts new customers, increases repeat business, widens market reach, and assures higher response rates to the marketing initiatives. 4. Cost saving: Advertise a number that is same across the required country. Television and print ads are simplified & more economical because one advertisement can be created for all markets in that country.
	How should I tell my customers about my Reliance ITFS Number?
	You can market your Reliance ITFS Numbers in all your Print, Television ads, Websites, your company and product brochures, which are available in the international location where you hold the ITFS number. Your customers / consultants / employees will find it easy reach you.
	How is this service different from the traditional ITFS service taken by BPOs?
	BPO’s usually have extremely high call volumes (roughly more than 3 lakh minutes per month). Such organizations require having an OSP (Other Service Provider) license, which is a cumbersome and expensive process. On the other hand, our ITFS is intended for enterprises with relatively lower call volumes and who do not have (or require) an OSP license. This (ITFS) service attracts an Access Deficit Charge (ADC) of Rs. 1.00 per minute payable to the Government of India. Our sales department would be happy to answer any further clarification you may require on this.

Numbering

	What is the Numbering scheme for Free-Call Number?
	The numbering format for ITFS number is different for each country. For example, the US toll free number might be a 1-800 number, while in Japan it is a 00-44-22 number. However, most countries have adopted the 8xx series as toll-free numbers.
	Are there any special numbers?
	No, currently Reliance does not offer special or vanity numbers. This will be advertised as soon as Reliance starts offering vanity ITFS numbers.

Features

	What is Time-of-Day Routing?
	Inbound calls are routed to the destinations based on time of call origination. E.g. a company has a call center (or office) in Delhi and another one in Mumbai. If the call center (or office) at Mumbai operates for 24 hours and Delhi operates only in the daytime, then in the night-time all inbound calls from the northern region after 8pm and before 8am can be sent to Mumbai.
	What is Date-of-Year Routing?
	Inbound calls are routed to the destinations based on dates of the calendar year. E.g. a company has a call center (or office) in Delhi and another in Mumbai. The Delhi call center (or office) does not operate on National holidays (example 15th August) and the one in Mumbai operates 365 days of the year; all inbound calls to Delhi call center (or office) on 15th August are routed to Mumbai call center (or office).
	What is Day-of-Week Routing?
	Inbound calls are routed to the destinations based on different days of the week. E.g. a company has call center (or office) in Delhi and one in Mumbai. The Delhi call center (or office) does not operate on weekends and the one in Mumbai operates for all the 7 days of the week; all inbound calls to Delhi call center (or office) on weekends are routed to Mumbai call center.
	What is Call Distribution based on Percentage?
	If a company has multiple call centers (or offices), the company can choose to route calls across a number of call centers (or offices) on a percentage basis depending on the call handling capacity of the call center (or office), e.g. Call center A has 70 seats and Call center B has 30 seats, then the calls will be distributed in the proportion of 70:30.
	What is Tele service Routing?
	Prompts the caller to reach an agent or a fax machine.
	What are call re-routing services/ Disaster recovery service?
	Calls at the destination can be redirected through the following features- Busy/ No Answer/Route failure. This service ensures maximum call completion. This service can also be used for disaster recovery. A company has multiple call centers (or offices), and in case of any emergency or natural disaster one of the call center (or office) is not operational, then calls coming to that call center (or office) can be routed to other call centers (or offices). This assures service to all regions in times of emergencies too.
	What is Line Hunting?
	Hunt groups can be pre-defined so if there is a busy line than the call is terminated on the next available line and the call gets answered.
	If I move my Office location do I need to change my ITFS number?
	Reliance ITFS Number is portable within India, so even if you move your business location, you just have to get your ITFN to ring at your new location. You will have to take a voice line for terminating calls at the new location.
	Will I get the CLI (Caller Line Identification) from the dialling party?
	Yes.

Tariff and Business Rules

	How am I billed when someone calls my ITFS number?
	Your enterprise pays for the call charges.
	How do I sign up for the ITFS service?
	Please call us at 1800-100-1800 or 30337777, or sale representative will get in touch with you.
	Are their any registration / activation charges to be paid to sign-up for the Reliance ITFS?
	Please refer our tariff details in the tariff section.
	How much is the ‘Security Deposit’ to sign-up for the Reliance One Number service?
	Please refer our tariff details in the tariff section.
	What are the current Tariff plans offered?
	Please refer our tariff details in the tariff section.
	After choosing a particular Rate plan, Is it possible to migrate to a different rate plan?
	Yes, Plan migration shall be effected from the next billing cycle in case the migration request is received 15 days prior to the end of current billing period. Otherwise, it will be in the next to next billing period. Only one such change is permitted per quarter.
	What is the minimum period for which I have to subscriber for the Reliance One Number service?
	Minimum12 months
	What is the billing cycle?
	You will receive a monthly bill.
	I want to change the features subscribed, will they be charged?
	No. For normal feature change requests, Reliance will not charge anything. However, for routing configuration changes, there is a nominal charge.
	What is the tax that will be charged on a customer’s monthly bill?
	Service Tax as applicable from time-to-time will be charged on the total monthly bill.

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