Attachment C: Tracking a Toll-Free and Local 511 Call
Caller "A" dials 511 from a landline telephone that is a local call to the ATIS center.
Caller pays the cost of a local call, or "nothing" if they have Metropolitan Service.
Caller "B" dials 511 from a landline telephone outside of the local dialing area to the ATIS center.
Caller pays "nothing" as the call rides along a Toll-Free backbone.
For caller A: Telephone company switching office translates 511 call to a local 7 or 10-digit number. Call is sent on to ATIS service center.
Cost of translation of a "local" call is often only a one-time switch programming cost.
For caller B: Telephone company switching office translates 511 call to a toll-free number. Call is sent on to ATIS service center.
Cost of translation is "included" in the cost of the toll-free call. In other words, the carrier providing the toll-free service often pays a "fee" to the local telephone company to switch the call for them.
Cost of providing the Toll-Free service is borne by the ATIS service provider, or the providing agency.
Call is answered at ATIS service center through automated voice response system.
In all cases, the cost for providing the physical lines to answer the calls is borne by the Service provider or providing agency.
Call may be forwarded to other partner agencies.
For caller "A," The cost of forwarding the call is borne by the service provider or providing agency, no per-minute charges apply.
For caller "B," the cost of providing the Toll-Free call continues as long as the caller remains on the line (i.e., agency or service provider pay twice for forwarded calls).
Note: Telephone companies are able to discriminate by area code and exchange to allow local calls to travel on local lines, and toll or long distance calls to travel on the toll-free backbone. |
Return to 511 Business Models and Costs Considerations report