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Directory assistance (in the UK, directory enquiries) in telecommunications is a telephone call one can make to find out a specific phone number of a residence or business. Some systems also give the caller an address as well. The person or location typically must be listed in the printed telephone book, although in some areas it is possible to be listed in the directory assistance database, but not in the printed book. A number which is neither available by directory assistance nor printed in the telephone book is called unlisted, and a number which is available by directory assistance but not printed in the telephone book is called non-published. In the U.S., residential listings are called "white pages", and business listings organized by category are "yellow pages".
Directory assistance cannot provide unlisted numbers or cellular telephone numbers. Telephone companies in the U.S. charge a fee to unlist a phone number. There are several new free directory assistance telephone numbers funded by advertisements, which can be accessed by dialing a toll-free number.
Technology
Directory assistance systems incorporate a wide range of automation to reduce the cost of human operators. Almost all systems use custom database software to locate listings quickly. Most directory assistance systems use automated readback systems, which free the operator to move on to another caller as soon as the correct listing is located. Some systems have "store and forward" technology which records the caller, speeds up the recording, and then plays the time-compressed speech to the operator.
Interactive voice response systems have been added to many directory assistance systems. These complex systems use speech recognition and recorded speech or speech synthesis to handle the entire call without operator intervention. Most systems recognize location and listing. If recognition confidence is high, the best result is played to the caller. If confidence is low, the caller's request is played back to a human operator, who locates the correct listing.
United States
In the North American Numbering Plan (covering Canada and the United States), directory assistance may be contacted by dialing 4-1-1 (one of the N11 codes) or the Toll Free Number of one of the free directory assistance providers. To get a listing in a remote area code, directory assistance is available at 1-area code-555-1212. However, in many places a 411 call will provide nationwide listings. All wireless carriers offer nationwide listings with 411, and some offer additional voice services. These services include restaurant listings, movie listings, weather forecasts, news updates, and sports scores.
Use of directory assistance could incur a charge when using your local, long distance or wireless carrier, now often over one dollar per call, although in some localities, laws mandate a certain number of free directory assistance calls per month. Free Directory Assistance can be obtained when calling the toll free number of a free directory assistance provider.
In the U.S., directory assistance for companies with toll-free "800 numbers" (with area codes 800, 888, 877, 866, and 855) is available from toll-free directory assistance, 800-555-1212. Toll-free directory assistance is provided by AT&T as mandated by the Federal Communications Commission. Companies must request to have their toll-free number listed and pay AT&T each time their phone number is released to a Toll-free directory assistance caller. AT&T waives this fee for companies who procure their toll-free phone service through AT&T.
In 1999, AT&T applied to the FCC to discontinue providing toll-free directory assistance. After the FCC denied their request, AT&T contracted with Silicon Valley-based startup Tellme Networks to provide automated toll-free directory assistance. Operators are only available between 6 A.M. and 9 P.M. CST to assist if the automated system is unable to locate the requested listing.
Verizon uses a more advanced system from Tellme Networks and VoltDelta to automate 411 calls in most of their coverage area. Operators are available around the clock to look up listings when the call cannot be automated.
Other directory assistance providers include 800-FREE-411, ElectraServ, iTouchpoint Technologies, Metro One Telecommunications, ePerformax and INFONXX.
There is a plan to create a wireless telephone directory in 2005 in the United States. This plan is promoted by Sprint, Cingular (including AT&T Wireless), T-Mobile and Nextel. Users will need to "opt-in" to be listed. Verizon Wireless opposes the directory on privacy grounds.
United Kingdom
In the UK, directory enquiries used to be reached by dialling 192 (domestic numbers) or 153 (foreign), with the service supplied by the former monopolist, British Telecom. These numbers were switched off on 24 August 2003 following the introduction of competition to directory enquiries. There are currently over 200 providers, reached by dialling 118 plus another three digit number. Three providers, 118 500 (BT), 118 888 and 118 118, have over 90% of the market, mostly due to very heavy advertising.*. 118 118 is a wholly owned subsidiary of the American directory assistance provider mentioned above, InfoNXX.
External links
- AT&T Application for 800-555-1212 Discontinuance (16 November 1999)
- Cutting through the 118 confusion
- Mark Lawson, The Guardian, 19 March 2005, "Dial 0 for progress"
- Patrick Hosking, New Statesman, 6 September 2004, "Adam Smith's invisible hand has dialled a wrong number: the market system fails to work for directory inquiries. We have high prices, inaccurate information and a confused public"
"Directory assistance"