El departamento de comunicación como parte integrante de la organización

4.1.1.1. The information and Ordered services are provided by the inquiry-desks and service-desks connected to the telephone network.

4.1.1.2. The inquiry - desks should submit to subscribers an information required either in the form of speech, or, in future, in visual form (e.g. to be displayed on the screen of the conventional TV set).

4.1.1.3. Ordered services shall receive orders for services to be provided from subscribers. The contact via telephone should be finished by the order (service request) registration. This request will be queued for the further procession and fulfillment.

4.1.1.4. The Emergency services are the special kind of the special services. They are devoted to receive urgent requests for the emergency services in extremal conditions (fire, antisocial behaviour, accidents, natural disasters).

4.1.1.5. There are three types of special services connected to the PSTN depending on the technical means used:

- with mandatory operator participation (with the possibility of using the automatic equipment to search, register and transmit to the user information required; autoannouncement;

- Man-Machine Communication (MMC) providing direct dialogue between subscriber and computer.

4.1.1.6. According to their administrative status services can be subdivided into: - Ministry of communication (MOC) Services

4.1.1.6.1. MOC services are:

- telephone network inquiry-desk service (provides information about the subscriber directory number using complete or uncomplete data);

- toll and international call book services;

- telegrams registration via telephone (telegraph services);

- telephones repairement requests registration office (repairement office); - pay-phones repairement requests registration office;

- information about the services provided by MOC (telephone network capabilities, telegraph and postservices, postal codes etc.);

- precise time of the day announcement.

4.1.1.6.2. MOC services staff is employed by MOC. The preparation, updating and reliability of provided information is the field of MOC responsibility.

The fulfillment of the orders is also done by the MOC employees. 4.1.1.6.3. None-MOC services:

- emergency services;

- None-MOC information providers. Emergency services:

- fire brigade;

- law enforcement officials; - emergency medicare;

- gas supply network emergency.

Additional emergency services can be provided at some networks (e.g. floods alarm, avalanche alarm).

Ordinary services: - Information desks: - address information;

- information about different service providers and industrial enterprises (addresses and working hours);

- information about the repertoire of the show business facilities; - railway information;

- airways information;

- long distance bus transportation information; - legal advice.

Autoannouncement services: - weather forecast;

- road police information; - goods availability information; - new published books information; - tourist information etc.

Orders registration services: - railway tickets;

- taxi; - airtickets; - boat tickets; - bus tickets etc.

4.1.1.6.4. The non-MOC services are provided by the employees of the enterprises, providing these services. The preparation, updating and reliability of the information is the responsibility of the enterprises mentioned.

4.1.1.7. All the services can enjoy the connection to PSTN only if it is proved that the equipment and staff are sufficient to provide the grade of service complying with the requirements of the part 2.

4.1.1.8. The ANI information detectors should be provided if the calling party number is needed by the service. It is possible to use the call back procedure to check the number as a short term solution.

4.1.2. Additional Features.

4.1.2.1. Stored program controlled (SPC) telephone exchanges should provide additional features to subscribers of both industrial and residential sectors. The possibility to unite the industrial sector subscriber in special groups (affinity groups) should be foreseen to make a Virtual PABX.

4.1.2.2. Some actions should be made by the subscriber using his telephone set in order to get access to additional features.

Telephone set needed to order the access to additional features is the key telephone set with 12 keys. (10 digits, asterisk * and shape #) and additional "R" - key for some purposes. On the initial stage of the additional features introduction it is permitted to use telephone sets with rotary diallers and with or without additional key.

4.1.2.3. Additional features provided for subscribers are: a) Connection establishment speed-up features:

- abbreviated dialling for all types of connection (*) - hot-line with the possibility of normal call (*)

b) Information services: - wake-up call (*)

- connection booked in advance c) Communication restrictions:

- Ban on the outgoing and incoming calls (except emergency services); - some types of outgoing calls restriction;

- outgoing call on password;

- selective do-not-disturb, when the calls are permitted only from predetermined subscribers, for a definite time.

- do not disturb for a definite time. d) Absent subscriber services.

- call redirection to the autoannouncement machine or to the operator (*). - call redirection;

- call redirection to the extension used to order the service using password; - paging

e) Busy subscriber service:

- repeated call without dialling (recall) (*); - call backward after waiting;

- break-in after the warning (the service is provided for the high-priority PABX subscribers to ensure the connection with the subscribers having no access to PSTN);

- redirection of the call to one or several other destinations.

f) Services provided during conversation:

- call redirection to a third party during conversation (*). - call waiting warning (*);

- calling party number identification.

g) multiparty connections:

- conference call on predetermined list;

- conference with participants to be added one by one; - three-party conference;

- inquiry during conversation;

h) Other features:

- able, disable or change of personal password. Notes:

1) The features are introduced in the process of SPC exchanges installation at the