TMCnet LOGIN
Webinars
Call Center Solutions Featured Article
N11 Calling On Demand Delivers Extensive Value
By Susan J. Campbell, TMCnet Contributing Editor
In 1947, AT&T (News 
- Alert) instituted the North American Numbering Plan, which included the reservation of N11 numbers – 3-digit numbers – to be used for services. Since that time, agencies such as the FCC (News - Alert) and Canadian Radio-Television and Telecommunications Commission (CRTC) have worked to further define and even mandate protocol within North American regions. The purpose is to ensure callers can easily connect with relevant departments and receive information for the benefit of the public.
Easy 3-digit telephony can be used by states, cities and other municipalities for landlines or cell phones in an effort to deliver benefits. Such digits may be implemented to improve traffic conditions or motorists by calling in specific information or providing health related information by calling a specific department. N11 can also be leveraged to offload non-emergencies from 911 to an alternative number.
Existing N11 assignments include the use of 011 for international dialing; 111 for switching and routing purposes; 211 for community information and referral services; 311 for nationwide non-emergency police and government services; 411 for directory assistance; 511 is used for traffic and transportation information; 611 is used by carriers seeking resolution for repair service, technical support and billing issues; Telecom Relay Services (TTY) are completed over 711; 811 is used by local exchange carriers for business office use; and
211 service was specifically designed to support social services and disaster relief requests for governments and related agencies. The Atlanta social services agency was one of the first to implement 211 in 1997. By July of 2000, the FCC had reserved the 211 dialing code for community information and referral services. 211 is intended to be used for easy-to-remember dialing of social services for the elderly, disabled, people with limited English, those experiencing a personal crisis or those who are new to a community.
There are a number of benefits that can be presented by N11 numbers provided through specific methods. For one, if the N11 service is hosted, or delivered on demand, specific cost efficiencies can be delivered to the organization. These solutions also have the ability to scale as emergencies may demand heavy use and calm times will see lower demand.
Voice
Both governments and agencies can take advantage of N11 services to enhance the services they deliver.
On-demand services integrated into N11 calling can deliver measurable benefits, including cost efficiencies and the ability to scale according to demand as both are a key focus for agencies seeking to meet a need.self-service included on the line can provide answers and information when a live personal is unavailable. Agents can easily be matched with automation to streamline communication processes. And, features offered in N11 calling can include mobile and multi-channel solutions to ensure the reach is wide. 911 is the nationwide emergency services number.Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco
