The standard varies somewhat each month, depending on the held order standard that is calculated. The table provided on this web site displays both the held order count over 30 days and the monthly standard threshold. No more than one percent of the calls may encounter a busy signal. When a customer has a problem with their service, they call the telecommunications carrier repair service center. Some of the bigger companies have centralized centers that are not located in Oregon.
Some companies use an interactive recording, while others use people to initially answer the calls.
The option of transferring to the representative is required to be included in the initial local service-screening message if an interactive system is used. Each telecommunications carrier monthly reports the percentage of calls answered within 20 seconds. The reports are grouped by repair center to track repair service in urban and rural areas. Each telecommunications carrier shall maintain service so that the monthly trouble report rate does not exceed two per 100 working access lines per wire center more than three times during a sliding 12-month period. Each telecommunications carrier tracks the number of trouble reports received each month.