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end of parallel running conference call #4 |
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26/08/03
17.00
Attendees:
Alex Campbell (Oftel) (Notes)
Beatrice Osborn (BT Wholesale)
Caroline Wallace (Oftel)
Dave Campbell (Directory Affairs Limited DAL)
Dirk Amstberg (Telegate)
Ian Watson (BT Directories)
Gareth Morgan (BT Directories)
Isabel Magan (Directory Enquiries UK)
John Bailey (C&W)
John Gray (Yell)
Kelly Faulkner (O2)
Nik Hole (The Number)
Sean Hartley (BT Wholesale)
Steve Evans (O2)
Steve Warner (Share Communications)
Tom Hickey (Conduit)
Agenda:
1. Minutes of previous meetings
2. Update from DAL
3. Update from operators / DQ service providers
4. AOB
1. Minutes of previous conference calls
SE noted that O2 had applied a patch to resolve the CLI presentation
error (see AOB items on notes of previous calls of 24/08/03 and 25/08/03)
at around 11pm on Saturday evening.
2. DAL update / call statistics
DC said that there had been around 47000 calls to the DAL platform
(for 192 messages) on Monday. Initial estimates for Tuesday (27/08/03)
showed a significant increase (around 250%), suggesting around 120000
calls (POST MEETING NOTE - ACTUL NUMBER 108695). For 153 originated
calls, the figures for Monday were 1800 calls with expected numbers
for Tuesday around 3200 (ACTUALS 3174).
DC said there had been some delay in distributing passwords to enable
DQ SPs to view live updates for their statistics, these were distributed
on Tuesday. DC also advised that DQ SPs should be able to see live
aggregated totals in addition to their own figures by mid-morning
the following day (28/08/03). It was noted that the aggregated totals
had been circulated manually.
BMO advised that BT was not yet able to provide data on misdials to
192 (SE and JB confirmed that this was also the case for O2 and C&W).
BMO advised that for calls on Saturday, BT's sample showed that over
half (57.5%) of calls to DQ numbers were going to 118XXX rather than
192/153.
CW advised that there appeared to be a problem with Orange's IDQ service
(the number was not working, even for Orange network customers). Oftel
had had discussions with Orange and DAL and it had been agreed that
Orange's announcement would be removed from the DAL carousel as a
temporary measure.
It was noted that the DAL contingency plan called for excess messages
to be distributed between founder members of DAL in the first instance
(of which there were 2 on the IDQ carousel, Conduit and Telegate).
If there was an ongoing problem the messages would be redistributed
across all participants. IW noted that BT Directories would be happy
to take more calls. DC confirmed that if the matter was not resolved
by mid-afternoon on 27/08/03 then further discussions would take place
with regards to redistribution.
Note - DC left the call at this point.
3. Operator / service provider updates
BMO confirmed that there appeared to be no problems with capacity
on the BT network. BMO said she was still investigating the signalling
changes that appeared to have affected CLI presentation, she hoped
to have a further update tomorrow (27/08/03). NH said the problem
also (as of 192 switchoff) appeared to be affecting BT land line customers
and he was undertaking further investigations. There did not appear
to be any significant issues reported by BT call centres or customer
service functions. BMO noted that the first working day back after
a bank holiday would be likely to have lower call volumes than a normal
working day.
BMO did note that customers with CPS had had their 192 traffic incorrectly
passed to their CPS provider, this would have resulted in number unobtainable.
BT expected the fault to be resolved very shortly. It was agreed there
was no need to update customer facing staff if the problem was due
to be resolved quickly.
JB and SE reported no problems from C&W or O2's perspective.
DA said that some customers had complained about the length and nature
of BT's 192 message, in particular noting that it only played the
0800 number once. IM said she had also received complaints on this.
IW said he had not received any complaints of this nature but had
asked call centre staff to report any such concerns. CW said Oftel
would ask its consumer facing staff if they had had any such complaints
and would feed back to BT if appropriate.
CW also noted that Oftel had received a number of complaints from
consumers, in particular with reference to the wrong number being
given out. Oftel was advising consumers to contact the relevant customer
service numbers for the DQ SPs. Oftel asked if DQ SPs had been receiving
greater volumes of complaint. NH and TH said neither had had reports
of increased complaint volumes.
NH commented that The Number had conducted 'mystery shopping' of other
DQ SPs complaint handling procedures and were concerned that a number
were not e.g. responding to customer calls. CW said that not having
appropriate customer complaint/ refund procedures in place was, potentially,
a breach of the ICSTIS code of practice and suggested such info. be
passed onto ICSTIS as it was unacceptable.
GM noted that BT had had a number of customers complaining to it about
alternative DQ SPs. GM said BT was advising customers to contact the
relevant companies directly themselves.
AC noted that there had been a number of issues raised in the press
with regards to DQ SPs not being able to identify commonly known place
names. In particular, he noted that Sinn Fein had just issued a press
release expressing concern that DQ SPs were not associating 'Derry'
with 'Londonderry'. AC said that it was in all DQ SPs' interests to
respond sensitively to such issues regarding place names and that
it might be sensible to brief their customer service staff accordingly.
4. AOB
SE asked if there was any update on the T-mobile message. CW said
that T-mobile were still playing NU, which was permitted, although
CW understood that T-mobile were investigating putting a compliant
message in its place. SE asked if Oftel was planning to take any further
action, CW advised that Oftel was not considering it at this stage.
It was agreed that Friday's provisional conference call at 9am (to
be hosted by BT) would take place.
CW asked if anyone had any objections to Oftel releasing the aggregated
call stats for DAL and the number of calls to 192 on BT's network
to the press. There were no objections raised. However, IW noted that
it would need to be clear exactly what was being reported on with
regards to the number of misdials to 192, especially if compared to
the total number of calls to 118XXX - as most of the misdials to 192
would probably result in a follow on call to 118XXX. CW agreed to
discuss off-line with BMO.
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