• What are Operator Switching Procedures?
  • Operator Switching procedures are procedures shared by TLC Operators that define the technical/operating formalities and the related timing to allow an end customer to switch Access Providers, avoiding, as far as technically possible, any disservice. These procedures have been in force since June 2008.

  • What are the access services that fall under these procedures?
  • Operators who acquire access services from TIM Wholesale, such as unbundled access (ULL, ULL data, VULL, Shared Access), the Wholesale Line Rental (WLR) service and Bitstream, are required to implement the operator change procedures, in accordance with current legislation. With Resolution 611/13/CONS published on the AGCOM website on 20/11/2013, Sub Loop ULL (SLU) access services, VULA services and Bitstream NGA services were also included under the procedures. 

  • What are the current regulations on Operator Switching procedures?
  • The regulations currently in force originate from Resolution 4/06/CONS and the subsequent Resolution 274/07/CONS, after which the Operators set up a Technical Workshop to discuss how to implement what had been ruled by the Authority. In an AGCom Circular dated 9 April 2008, the Authority then ratified the results of the Technical Workshop, publishing the technical appendices describing the procedures. In the same Circular dated 9 April 2008, the Authority then entrusted TIM with the task of updating and publishing the technical documentation on the Wholesale Portal, including any future changes after the start-up of the procedures themselves. The Authority then issued Resolutions 41/09/CIR and 52/09/CIR, and lastly a Circular dated 26 February 2010, which partially modified the procedures initially established. A number of specific issues are still being examined in depth by the Authority.

  • What do the procedures consist of?
  • As provided for under Resolution 274/07/CONS, the procedures differ in the case of activation, where the active TIM end customer requests the transfer to another alternative operator, and in the case of migration, in which the end customer, who is using another operators, requests the transition to another alternative operator or to the TIM Commercial Department. In the case of migration, the procedure entails three process phases: Phase 1 "Customer Request", Phase 2 "Advance Notice" and Phase 3 "Technical Provisioning". The procedure is based on the provision of a migration code and a secret code by each alternative operator to its end customer. In the initial phase, prior to Phase 1, each alternative operator provides its end customer with the migration code, which features a data structure that enables the access operator, the resource being migrated and the service active on it to be identified; the numbers associated with the access are part of the migration code. The structure of the migration code is shown in Annex 12 of the Migration Framework Agreement, which is published in the technical documentation section on the Wholesale portal. Each alternative operator is required to provide this code to its end customer, along with the PIN, in order to enable it to be used in certain phases of the process in order to change the access operator. In Phase 1, the operator who wants to acquire an end customer (the so-called "recipient operator" or simply "the recipient") acquires the migration code from the customer themselves. Subsequently, in Phase 2, the recipient operator communicates to the operator that provides the service to the end customer (the so-called "donating operator" or simply "the donating") that they wish to terminate the access service. This phase of the process engages the operators directly, and TIM Wholesale is not involved. Phase 2 uses a communication tool and specific record formats, the technical details of which are provided in the documents published in the technical documentation section on the Wholesale portal. For the implementation of this phase, the alternative operators must contact the technical representatives listed in the "Operational Management" file directly (see below). Once Phase 2 has been successfully completed, the recipient sends the migration request to TIM Wholesale (Phase 3), which, after having verified the correct execution of Phase 2 with the donating operator, proceeds with the migration request. For activation, the procedure includes three process steps: Phase 1 "Customer Request", Phase 2 "Advance Notice" and Phase 3 "Technical Provisioning". The procedure is based on the provision of a secret code by TIM's Sales Department to its end customer. In the initial phase, prior to Phase 1, TIM's Sales Department provides its end customer with the secret code. In Phase 1, the operator who wishes to acquire an end customer from TIM's Sales Department (the so-called "recipient operator" or simply "the recipient") acquires the secret code from the customer themselves. Subsequently, in Phase 2, the recipient operator notifies the TIM Sales Department (in its capacity as "donating operator" or simply "donating") of the termination of the access service. This phase of the process engages the recipient and the TIM Commercial Department directly (TIM Wholesale is not involved). Phase 2 uses the same tool as the migration process, the technical details of which are provided in the documents published in the technical documentation section on the Wholesale portal. For the implementation of this phase, the alternative operators must contact the technical representatives listed in the "Operational Management" file directly (see below). Once Phase 2 has been successfully completed, the recipient sends the activation request to TIM Wholesale (Phase 3), which, after having verified the correct execution of Phase 2 with TIM's Sales Department, proceeds with the activation request. 

  • Do we have to implement the Operator Switching Procedures?
  • If your Company purchases any of the access services mentioned (unbundled access, Wholesale Line Rental and Bitstream) from TIM Wholesale then, pursuant to the regulations currently in force, your Company must implement the Operator Switching procedures in the way described in the technical appendices and subsequent amendments/integrations. If you do not comply with its regulations, when checking observance of what it has provided for, the Authority may take proceedings against you to impose penalties.

  • Do we have to sign the Migration Framework Agreement?
  • Yes, you must sign the Framework Agreement; to do so, you can request the text of the agreement directly from your Account Manager (A.M.). You can view a list of Operators that have signed the Framework Agreement by downloading the signed text and the list of Operators that have signed the Operator Switching Procedures (274 and “pure” NP) – Framework Agreement section from the Wholesale Portal (www.wholesale.telecomitalia.com - restricted area). However, you should know that, pursuant to the regulations currently in force, Operators are in any case required to implement the Operator Switching procedures, regardless of whether or not they have signed the Framework Agreement.

  • Where can I find information for implementing the procedures?
  • The Resolutions concerning this subject can be downloaded from the AGCom website (www.agcom.it). The Migration Framework Agreement and the technical appendices can be downloaded from the TIM Wholesale website (www.wholesale.telecomitalia.com - restricted area) in the “Operator Switching Procedures (274 and “pure” NP) – Framework Agreement” section.

  • What are the main technical documents describing the procedures?
  • The main technical documents describing the procedures are appendices 1 to 13, available in a single zipped file in the restricted area of the Wholesale Portal, in the section headed “Operator Switching Procedures (274 and “pure” NP) – Documentation related to Resolution 274/07/CONS ” and the technical note published after Resolutions 41/09/CIR and 52/09/CIR. In particular, appendix 1 provides a flow chart for Activation and another for Migration with the timing envisaged for each phase in the process; this document must be read together with the technical note entitled “New provisions introduced in the Activation and Migration procedures by Resolutions 41/09/CIR and 52/09/CIR and by the AGCom Circular dated 26 February last”, which describes the changes to appendix 1 both in terms of process and of timing. Appendix 2 describes notification tool OLO2OLO for Phase 2 preliminary notification (Phase 2 notification tool). Appendix 3 gives the technical specification for Phase 2 notification tool OLO2OLO. Appendix 4 gives the record trace for the Phase 2 Preliminary Notification. Appendix 5 describes reasons for rejection of Phase 2. Appendices 6, 7 and 7A give record traces for Phase 3 requests for the various access services: WARNING: these documents are in the version consolidated during the Technical Workshop in June 2008; for updated versions you must always consult the “Forms and Documentation” section of the Wholesale Portal, which gives the latest valid revisions of these documents. Appendix 8 gives the COS and COW master data; COW means the originating or parent COW, that is the code assigned by TIM Wholesale to the Operators. Appendices 9, 10 10bis give reasons for rejection of Phase 3. Appendix 12 describes the structure of the migration code. Appendix 13 contains a table showing compatibility/overlapping between the services within the scope of Resolution 274. The material supplied by TIM Wholesale to Operators in the section devoted to Resolution 274 includes a file useful for managing operations during Phase 2 of the procedure (restricted area of the Wholesale portal, in the section headed “Operator Switching Procedures (274 and “pure” NP)”– “274 Operations”) which gives technical/operational reference information for Phase 2 and technical parameters for configuring the Phase 2 tool. In addition to the technical appendices published on the Wholesale Portal, you will need to download the technical appendices to the Resolutions subsequent to Resolution 274/07/CONS on the subject of operator switching procedures from the AGCom website (www.agcom.it). These documents published by AGCom form an integral part of the Operating Procedures agreed between the Operators at the 274 Technical Workshops. In particular, Appendix 1 to Resolution no. 52/09/CIR contains the definition and use of check digits associated with migration codes and the technical specifications for implementation of check digits.

  • Where can I find the latest TIM-Operator interface documents (record formats) applicable for Phase 3 requests for the services covered under Resolution 274?
  • The TIM-Operator interface documents (record formats) for Phase 3 requests for the services covered under Resolution 274 are published under the "Documentation" section. 

  • What do the procedures provide for in the case of a so-called Reseller Operator? (When an Operator marketing retail services purchases the service through a Wholesale Operator)
  • In the case a Reseller, the procedures envisage the following. The Reseller will assign a migration code to its end customer, in turn requesting it from its Wholesale Operator. The Recipient will begin Phase 2, and then Phase 3, with the Wholesale Operator, which will forward the messages received from the Recipient to the Reseller to permit it to handle business relations with the end customer. The Wholesale Operator will then forward the replies of the Reseller to the Recipient. In other words, the procedures establish that the technical/operating activity required for migration of the access must be performed by the Wholesale Operator, which will accept responsibility for assigning the migration code to the line and notifying it to the Reseller and for handling all communications envisaged in Phases 2 and 3 to the Recipient, to Telecom Italia Wholesale and to the Reseller itself.

  • What do the procedures for a so-called wholesaler operator entail? (case in which the operator selling the retail service acquires the access service through a wholesale operator and assigns its own numbering to the customer)
  • To implement this case, the Authority published Resolution 611/13/CIR on the AGCOM website on 20/11/2013. 

  • How can I communicate my operational references and the technical parameters of the Phase 2 communication tool?
  • To complete this communication process, you can download the operational management file from the reserved area of the Wholesale Portal, in the section "Operator change procedures (274 and "pure" NP)" - "Operational Management 274". Once the file has been downloaded, you must complete the line pertaining to your company. The updated file must be sent to the Info COW and GO 274 email address (info_COW_GO_274@telecomitalia.it) so that the file on the Wholesale portal containing the technical parameters of all the Operators accredited on the OLO2OLO platform can be updated and published. With regard to the operational configuration on the OLO2OLO platform, the operator must send the updated file with its technical parameters directly to the contact points reported in the Operational Management file itself.

  • What is the OLO2OLO platform, and what do I need to do to set it up?
  • In order to manage the technical methods of communication between the recipient operator and the donating operator during "Phase 2" correctly, each operator must have a suitable IT platform that can be accessed via the Internet. The integration between the recipient operator and the donating operator engaged in the "change of access operator" process takes place through the querying of the respective operators' https servers. The exchange of information between the recipient and donating operators takes place through the sending/receiving of xml files. 

  • What are secret codes? What is the COW codes file?
  • Resolutions 41/09/CIR and 52/09/CIR passed by the Authority introduced a change intended to enhance Phase 1 of the procedures, by providing that the end customer should send the Recipient a PIN (or secret code), known only to the end customer and to the Donor. The Operators have agreed that this PIN should be transmitted within the data structure of the migration code, more precisely in the first three digits of the COW. It has therefore been established that each Operator interested in implementing this function, in addition to the parent COW code assigned by Telecom Italia Wholesale and shown in Appendix 8 of the procedures, may ask for up to 199 variations of that code. The amount of codes to be requested depends on the supposed needs and can be increased later on up to the maximum of 199. Each Operator can therefore assign a migration code to its end customer containing, within the COW structure, one of the codes assigned to it. Assignment to the end customer is at the discretion of the Operator. Control of the COW codes by the Operator and assignment to its end customers should therefore be regarded as an opportunity and not a requirement. Telecom Italia Wholesale handles the publication of the COW codes for all Operators, guaranteeing deduplication in the event of any overlaps.

  • How can I generate/obtain COW codes? When can they be used? Where are Operator COW codes published?
  • If you are interested in being assigned a set of 199 COW codes, you have two alternatives: (i) you can generate the new COW codes avoiding duplication of those already published, and notify them to Telecom Italia by email to info_COW_GO_274@telecomitalia.it (ii) ask Telecom Italia, by email to info_COW_GO_274@telecomitalia.it, to generate the new codes for you. In the first case you must send the list in excel format and Telecom Italia will provide any deduplication required (in the event of overlaps) and publication for all other Operators. The COW codes of the Operators who have notified them are available in the restricted area of the Wholesale Portal Wholesale, “Operator Switching Procedures (274 and “pure” NP)” – “COW Codes” section. Operators must begin using the new COW codes for their end customers at least 30 calendar days after notifying them to Telecom Italia Wholesale to permit Operators to update their IT systems (art. 1 paragraph 8 of Resolution 52/09/CIR).

  • What should I do if I find that a COW code not included in the official published list has been used?
  • In such cases the best thing to do is to report it by email to info_COW_GO_274@telecomitalia.it so that the correctness of the code notified by the end customer can be checked.

  • How must the migration code be supplied to the end customer? Can it be less than 18 characters long?
  • Migration codes may be less than 18 characters long, this happens when the COR is less than 12 digits long (typically 10 digits). In such cases, in order to generate the migration code, the digits of the COR are used without adding any zeros and the migration code will be 16 characters long.

  • What is a check digit?
  • A check digit is a digit that must be added to the migration code (without being part of it, however) to be used during PHASE 1 of the procedure to check the end customer's request upon receipt. The check digit is used by the Recipient to check whether the PIN, supplied by the Donor to the end customer, is valid. The Donor is always required to supply the check digit to the end customer; the Recipient uses this code only during PHASE 1, therefore the check digit does not appear in the Phase 2 and Phase 3 traces. The rules for generating this code are given in Appendix 1 to Resolution no. 52/09/CIR.

  • How can I initiate the Operator Switching procedure if, for a given end customer, the Donor Operator has not issued the migration code during PHASE 1 and/or has not notified the parameters for the PHASE 2 tool?
  • Alternative operating procedures have not yet been defined to handle these specific cases. Operators who do not comply with the provisions of the Migration Framework Agreement, when implementing at least the PHASE 1 and 2 processes, are subject to penalty by the Authority, which monitors compliance with its resolutions.

  • How long does it take for the technical aspects of the Migration to be completed (Phase 3 Technical Provisioning)?
  • Resolution 274/07/CONS has not modified the conditions of the offer of access services within the scope of the resolution itself. Therefore the time required for supply of the access service is set forth in the related Reference Offer. This minimum time for supply must be added to the time set forth in the Operator switching procedures to perform the phases prior to technical provisioning for the migration.

  • Who can I ask for technical help during the various phases of the Operator switching procedure?
  • For Phase 2 of the procedures with regard to Telecom Italia, you can apply directly to the operations contact of the Retail Marketing Management given in the Operations Management file. For help during Phase 3 on Unbundled Access and WLR services you can ask the National Technical Help Centre in Trieste, CNAT-TS (email ULL_TS@telecomitalia.it); while for Bitstream services you can apply to the National Technical Help Centre in Catanzaro, CNAT-CZ (email wholesalecz@telecomitalia.it). Requests of a more general kind on the procedures can be sent to your Account Manager (A.M.). The 274 Contact email address (info_COW_GO_274@telecomitalia.it) on the contrary can be used for updates on operations contacts and to transmit technical parameters for the Phase 2 notification tool, as well as to notify COW codes/secret codes.

  • If the customer asks to "return to TIM for NP only" without access resources, which Resolution applies?
  • The operator can send a termination order "with return to TIM" for the NP only, without access resources. This possibility is provided for under the procedures set out in Resolution 35/10/CIR but is limited to the cases of return to TIM with regard to the numbering only. The termination with return for NP only must therefore not be used in cases where the operator, having also acquired one of the types of access covered under Resolution 274 from Wholesale, receives the request to migrate both the access and the number from the end customer. As such, following receipt of a termination order with return to TIM for the NP, TIM provides the customer with a new line, with which the customer’s numbering will be associated. 

  • How can I notify TIM of the certificates relating to the Pure Number Portability procedure?
  • TIM can be sent certificates through the Wholesale Systems Reporting Tool found in the reserved section of the Wholesale Internet Portal, in the section Contacts => Telecom Italia Contacts, by sending a report classified as follows (Italian version only):


    Ambito Segnalazione = Supporto Sistemi di Provisioning
    Sistemi = Area FENP
    Oggetto = Comunicazione Cambio Certificati

  • What addresses should one connect to in order to manage Pure Number Portability orders?
  • For the various modes of dialogue between Operators, see Annex 18 of the AGCOM Communication Document of 11 October 2010 “Publication of special techniques for pure number portability procedures pursuant to resolution no. 35/10/CIR”; the addresses (URL) used are available in the Reserved Area of the Wholesale Portal, in the section Documents => Procedure Cambio Operatore => NP "pura" => Gestione Operativa NP (documento: "Informazioni per la NP pura").

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