Toll-Free Service

Use Lumen Connect℠ to manage Lumen® Toll-Free Service. Create call plans, alternate call plans, and group call plans; manage toll-free termination, and more.

Jump to a topic

Managing Toll-Free Service

Dialed number identification service (DNIS)

If you have multiple toll-free numbers to the same destination, DNIS tells you which number was called.

Dialed number identification service (DNIS)

If you have multiple toll-free numbers to the same destination, DNIS tells you which number was called.

Alternate call plans

In case of an emergency, you can have up to 20 alternate call plans per toll-free number so you can redirect calls as your needs change. You can set up these plans in advance by making them as simple as a single, dedicated route or as complicated as an application with several linked routing features. For example, during hurricane season in North Carolina, you create an alternate call plan that redirects those calls to your Ohio office.
 

Alternate call plans

In case of an emergency, you can have up to 20 alternate call plans per toll-free number so you can redirect calls as your needs change. You can set up these plans in advance by making them as simple as a single, dedicated route or as complicated as an application with several linked routing features. For example, during hurricane season in North Carolina, you create an alternate call plan that redirects those calls to your Ohio office.
 

Group call plans

You can group toll-free numbers onto a single, group call plan. Any changes you make to the group call plan apply to all toll-free numbers in the group.
 

Group call plans

You can group toll-free numbers onto a single, group call plan. Any changes you make to the group call plan apply to all toll-free numbers in the group.
 

Busy Ring No Answer (BRNA®)

If the line is busy, or goes unanswered, callers are sent to another location. You can use the default feature setting (15 seconds), but you can customize anywhere between 2 and 60 seconds.
 

Busy Ring No Answer (BRNA®)

If the line is busy, or goes unanswered, callers are sent to another location. You can use the default feature setting (15 seconds), but you can customize anywhere between 2 and 60 seconds.
 

Direct trunk overflow (DTO)

During peak traffic, you want your callers to talk with someone, not get a busy signal. The trunk-to-trunk feature pushes the call from trunk to trunk. Direct trunk overflow helps ensure callers terminate with a direct inward dialing (DID)/automatic number identification (ANI) ring-to number.
 

Direct trunk overflow (DTO)

During peak traffic, you want your callers to talk with someone, not get a busy signal. The trunk-to-trunk feature pushes the call from trunk to trunk. Direct trunk overflow helps ensure callers terminate with a direct inward dialing (DID)/automatic number identification (ANI) ring-to number.
 

Routing features for call plans

We want you to get the most out of your toll-free service by using the routing features. In most cases, you’ll use a combination of these features to build out call plans. Call plans help direct calls, so you can best serve your customers.

Percentage allocation routing

Route a percentage of your callers to one or more support locations. For example, you could route 50% of your calls to Irving, TX, 35% to Sioux Falls, SD, and 15% to Jacksonville, FL.

 

Percentage allocation routing

Route a percentage of your callers to one or more support locations. For example, you could route 50% of your calls to Irving, TX, 35% to Sioux Falls, SD, and 15% to Jacksonville, FL.

 

Time-of-day routing

Route callers based on the hour of the day. For example, in the morning you send callers to your Florida office and in the afternoon route them to your Oregon location.

Time-of-day routing

Route callers based on the hour of the day. For example, in the morning you send callers to your Florida office and in the afternoon route them to your Oregon location.

Day-of-week routing

Route callers to a different number on certain days of the week. For example, on week days have inbound calls go to your headquarters sales department and on weekends send them to your regional sales office.

Day-of-week routing

Route callers to a different number on certain days of the week. For example, on week days have inbound calls go to your headquarters sales department and on weekends send them to your regional sales office.

Day-of-year routing

Route callers on specific days of the year—this is especially helpful if you're closed. Use day-of-year routing to route traffic on Christmas, Mother's Day, Easter, or a custom day you create.

Day-of-year routing

Route callers on specific days of the year—this is especially helpful if you're closed. Use day-of-year routing to route traffic on Christmas, Mother's Day, Easter, or a custom day you create.

Geographic routing

Route callers to a different number based on location. For example, if you're a national organization that wants to emphasize you're locally operated, you can route calls based on geography. Calls from Tempe, Santa Barbara, and Madison come into the same switched, toll-free number, but based on the routing criteria you've created, the Tempe and Santa Barbara customers are routed to your California call center. And the Madison calls are answered by your Chicago staff.

Geographic routing

Route callers to a different number based on location. For example, if you're a national organization that wants to emphasize you're locally operated, you can route calls based on geography. Calls from Tempe, Santa Barbara, and Madison come into the same switched, toll-free number, but based on the routing criteria you've created, the Tempe and Santa Barbara customers are routed to your California call center. And the Madison calls are answered by your Chicago staff.

Toll-Free Service reporting