• 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.

  • Which access services are covered by these procedures?
  • Operators who acquire access services from TIM Wholesale such as unbundled access (LLU, data LLU, VULA, Shared Access), the Wholesale Line Rental (WLR) service and the Bitstream service, must implement the Operator Switching procedures according to the regulations currently in force.

  • 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 provide for?
  • As set forth in Resolution 274/07/CONS the procedures are differentiated for Activation, in which the end customer, already a TIM customer, asks to switch to an alternative Operator, and for Migration, in which the end customer, already a customer of an alternative Operator, asks to switch to another alternative Operator or to TIM. In both cases, the procedure envisages three main process phases: Phase 1 “Customer Request”, Phase 2 “Preliminary Notification” and Phase 3 “Technical Provisioning”. The procedure is based on supply of a migration code and a secret code by each alternative Operator to its own end customer; the TIM marketing department gives its end customers a secret code. In an initial phase, prior to the actual Phase 1, each Operator supplies its end customer with a migration code, which has a data structure that makes it possible to identify the Access Provider, the resource to be migrated, and the service provided on it; the numbers associated with the access are part of the migration code. Each Operator must supply this code to its end customer, together with the PIN, so that by using them together in some of the phases of the process, they will be able to switch their Access Provider. In Phase 1, the Operator wishing to take over the end customer (known as the “Recipient Operator” or simply “the Recipient”) obtains the migration code from the customer him/herself. Then, in Phase 2, the Recipient Operator notifies the Operator supplying the service to the end customer (known as the "Donating Operator" or simply “the Donor”) of the termination of the access service. This phase of the process takes place directly between the two Operators and TIM Wholesale is not involved. Phase 2 uses a notification tool and specific record traces, the technical details of which are provided in the documents published in the technical documentation section available on the Wholesale portal. After Phase 2 has been successfully concluded, the Recipient sends the Migration request to TIM Wholesale (Phase 3) which, after checking with the Donor that Phase 2 was correctly executed, begins processing the Migration 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 applicable Telecom Italia-Operator interface documents (Record Traces) for Phase 3 requests for services within the scope of Resolution 274?
  • The Telecom Italia-Operator interface documents (Record Traces) for Phase 3 requests for LLU unbundled access, data LLU, VULA, Shared Access and for the WLR Wholesale Line Rental services are published in the “Documentation – Services – Voice Service” section of the Wholesale Portal. The Telecom Italia-Operator interface documents for Phase 3 requests for Bitstream services are published in the “Documentation – Services – Bitstream” section of the Wholesale Portal.

  • 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.

  • How do I notify my reference operating information and the technical parameters for the Phase 2 notification tool?
  • You can download a file from the restricted area of the Whole Portal, in the “Operator Switching Procedures (274 and “pure” NP)” – “274 Operations” section to make this notification. After downloading the file, the line related to your company must be filled in. The file updated in this way must be sent to the 274 Contact email (info_COW_GO_274@telecomitalia.it).

  • 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 new function, in addition to the parent COW code assigned by Telecom Italia Wholesale shown in Appendix 8 of the procedures, shall be assigned 199 variations of that code. Each Operator can therefore assign a migration code to its end customer containing, within the COW structure, one of the 200 codes assigned to it. Assignment to the end customer is at the discretion of the Operator. Control of the 199 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 a customer asks to “return to Telecom Italia” can I send a “Termination with Return” order thus avoiding the need to use the Operator switching procedure stated in Resolution 274/07/CONS?
  • The “Termination with return to Telecom Italia” procedure, previous to Resolution 274/07/CONS, can be applied only when the line is already in operation with LLU+NP. In such cases, if the end customer asks to terminate his/her contract with the Operator and states that he/she wishes “return to Telecom Italia” both for access and for the number, the Operator can send - on behalf of the customer - an order for termination for the unbundled access marked with a special "return to Telecom" flag. Such requests involve reuse of the customer's access line previously assigned to the Operator with LLU+NP. 

     

    In all other cases, for example when the service provided is different from LLU (e.g. Naked Bitstream) or when the LLU service was not activated at the same time as the number – e.g. when the Operator first submits an LLU Line Not Active (LLU LNA) order and only later a request for NP (number portability) - an order for termination with return to Telecom cannot be sent. In these cases, if the end customer confirms his/her intention to switch both access and number, the Donor must apply Resolution 274 Operator Switching procedures and does not need to send a termination order. In fact the agreed 274 procedures envisage that the customer should apply to the Recipient Operator (Telecom Italia, where “return to TI” is concerned) to trigger the migration procedure.

     

    For a complete picture, it is worth mentioning that Operators can also send termination orders “with return to Telecom Italia” for NP only, without an access resource. This possibility is envisaged in the procedures of Resolution 35/10/CIR but is limited to cases of return to Telecom Italia of numbers only. Termination with return of the NP only must not therefore be used in cases where an Operator, having also acquired an access included in those within the scope of Resolution 274 from Wholesale, receives a request from one of its end customers to switch both the access and the number. Thus, after receiving an order for termination with return to Telecom Italia for NP, Telecom Italia will provide the customer with a new line to which his/her number 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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