Toll Free Service (Inbound)

Toll Free Service (Inbound)
Domestic (TFS) and International Toll Free Service (ITFS or ITFN) is provisioned through one of OIT’s service providers, then “pointed” to a local Duke (10) digit phone number where calls are received. If you require a new Duke telephone number to be assigned, OIT will need to know the physical phone(s) to program this on. This phone number can appear and ring on any Cisco VoIP phone that has a vacant programmable line appearance button. If voice mail is required, OIT will create a new voice mailbox on the local Duke phone number that you requested the TFN to ring to. Installing a new Duke phone number, will require that you include a valid Duke cost center to charge the monthly line expense to.

Pricing

• There is no upfront expense to establish a domestic toll free number
• Departments are charged a $ 2.00 monthly minimum for each domestic TFN
• Departments are also charged a usage fee based on "minutes of use" (MOU). This is the per minute rate the vendor charges OIT. (contact OIT for current rates)
• International toll free service (ITFS or ITFN) charge both a one-time set up fee and monthly MOU’s by country. You will be asked to provide a list of the specific countries you wish to receive toll free calls from and Duke will work with our vendor to secure a price quote.

 Lead Time

• Normal time to provision domestic toll free service (US & Canada) is (5-7) business days from receipt of all required information.
• International toll free service can be provisioned from selected countries and is subject to international telephone switching restraints. Submit your request with a list of countries to find out if (ITFS/ITFN) service is available from each. Normal lead time varies between countries, but can be up to (90) business days to provision and install.

 

Required Information
When submitting a request for toll free service include the following information.

New Service Request

• Department name
• Departmental contact name, phone number and e-mail address
• Name you would like to identify with your toll free number (i.e. Duke Cancer Study 1234)
• Local (10) digit Duke telephone number where you would like to receive your toll free calls
• If you require a new Duke phone number, please tell us where this should appear and if you need voice mail service

        Billing address: ATTN Duke A/P
        324 Blackwell St Ste 800
        Company Code: 0010 – Required by Duke A/P.  (Could be 0010, 0020, 0024, 0040, 0030, 0041, 0050, etc.)
        FundCode: XXXXXXXCC/698200 – (The CC or WBSE is required for A/P to process it and the Gl is 698200 unless otherwise specified by the Duke department)
        Durham NC, 27701-3689

Service Disconnect Request

• Toll free number to disconnect & local Duke phone number it points to if this also needs to be disconnected
• Department name
• Departmental contact name, phone number and e-mail address requesting the disconnect
• Effective date to disconnect
• NOTE - ** You may continue to receive invoices up to (3) billing cycles, (2-3 months) after disconnect as toll charges are billed in arrears by providers**

Change Fund Code Request

• Department name
• Departmental contact name, phone number and e-mail address requesting the change
• Old Fund Code with suffix and company Code
• New Fund Code with suffix and company Code
• NOTE - ** You may continue to receive invoices up to (2) billing cycles, (1-2 months) after cost center change has been completed**

               Billing address: ATTN Duke A/P
               324 Blackwell St Ste 800
               Company Code: 0010 – Required by Duke A/P.  (Could be 0010, 0020, 0024, 0040, 0030, 0041, 0050, etc.)
               FundCode: 8596325CC/698200 – (The CC or WBSE is required for A/P to process it and the Gl is 698200 unless otherwise specified by the Duke department)
               Durham NC, 27701-3689

 

Ordering Service
To request, change, or delete select voice services, or to report Telecommunication service issues, please submit a request through either the OIT or DHTS service desks. You may submit your request here: https://oit.duke.edu/help/request-information-or-assistance or submit a request through Service Now https://duke.service-now.com

• University – OIT Service Desk (919) 684-2200
• Health System – DHTS Service Desk (919) 684-2243

 

Billing Inquiries

If you have questions about your Toll Free charges, you can e-mail Accounts Payable at accountspayable@duke.edu and include the Fund Code, billing month & period and the toll free number.

 

Reporting Trouble

In order to report a trouble to our Toll Free carrier the following information is required. Per carrier instructions they need at least (3) specific examples to trouble shoot.

* Telephone number in calls were placed from
* Exact dialing string used to place call when dialing Toll Free number
* Date and time of calls were placed, include time zone calls were made in (i.e GMT/EST etc..)
* is this a land line, payphone or cell phone?
* Are there any pre-recorded messages when calls failed? If so what is the exact verbiage and or error codes
* On-site contact name, phone number and e-mail address so that carrier can conduct additional test calls as needed.