384:(The Number) was the second most-expensive number at £11.23 for a 90-second call, but accounted for 40% of DQ calls, mostly due to heavy advertising. Until 23 August 2003 directory inquiries were available by dialing 192 for numbers in Britain, and 153 for foreign numbers, with the service supplied by the caller's telephone company. Until the 1990s, the service was free to use; then charges were introduced from 2 April 1991, although for some years directory inquiries continued to be free from payphones. Support for 192 and 153 was replaced on 24 August 2003 by competitive directory inquiries services using different numbers beginning "118".
368:
38:
273:(area code) 555–1212: National Directory Assistance. This example assumes the caller is in Oak Brook, Illinois (area code 630) and uses Verizon as their long-distance carrier. Example: The caller is looking for a listing in Los Angeles, California (area code 213) and dials 213-555-1212. In this case, Verizon bills the call.
466:
provide this contact information to another company for the purposes of providing a directory inquiry service. In practice, teleoperators hand telephone subscriptions' contact information to Suomen
Numeropalvelu Oy, which forms and relays a number database to various directory assistance private companies.
431:
number was established in June 2009. 118 800 proved to be controversial, however, when it was revealed that it was making available 15 million mobile numbers that it had bought from market researchers. Its website was suspended within weeks of its launch so that the company could re-engineer the site
353:
In
Australia, there are two standard directory assistance numbers that can be accessed from any phone provider; these are 1223 for national directory assistance and 1225 for international directory assistance. Other directory service numbers are carrier specific and can only be accessed by customers
407:
The service charge may be charged per call, per minute, or a combination of the two. Originally, the per-call part could range from 5p to £16, and applies as soon as the call is answered, and the per-minute part could range from 1p to £8, and may apply either from the start of the call or after the
269:
411 NDA: National
Directory Assistance. 411 is dialed and the operator is requested to search for a listing in an area code not local to the caller. For example: The caller lives in area code 630 (Oak Brook, Illinois) and requests a listing for a business in area code 213 (Los Angeles, California).
237:
Most telephone companies permit up to two listings per 411 calls. All wireless carriers offer nationwide listings with 411 except
Xfinity Mobile, and some offer additional Enhanced Directory Assistance services. However, wireless numbers for residential customers are not available via 411. In 2021,
448:
Some directory inquiries services stand accused of inappropriate methods of promoting their services, effectively scamming people into calling. Various unallocated geographic and non-geographic numbers play an announcement directing callers to call a particular directory inquiries number for help.
320:
that specializes in that function. Historically, when a single carrier provided most of the telephony services for a region, the data used to satisfy the search could come exclusively from that carrier's subscriber rolls. Today, when the market is fragmented amongst many carriers, the data must be
375:
In the United
Kingdom directory enquiries services (sometimes abbreviated as "DQ") are provided by a variety of different companies, with a variety of call charges, each company reached by dialing a six-digit number beginning with 118. These companies supply information from the Operator Services
465:
Teleoperators in
Finland are legally obligated to ensure their users' names, addresses, and telephone numbers are collected and published in a telephone directory, and to, for their part, ensure their users have access to a directory inquiry service. Furthermore, teleoperators are obligated to
399:
on 1 July 2015. Call charges are made up of a per-minute access charge set by the caller's telephony provider, plus a per-call and/or per-minute service charge set by the provider of the directory inquiries (or other) service, which is billed by the phone provider and passed on to the service
419:, may not exceed £3.65 per 90 seconds. The highest level service charge price points were withdrawn from use, with some of those "SC" codes re-defined to have a new, lower charge. Some other expensive price points remain, available for use only with 09 numbers but not 118 numbers.
325:
specializing in directory listings. The data aggregator distributes the data to the 411 services either on a "live" basis, actually servicing each query, or by periodically transferring large swaths of listings to the call center's systems for local searching.
403:
The access charge for calls to 118 numbers varies from 2p to 27p per minute from landlines, or from 4p to 89p per minute from mobiles. It also applies for calls to 084, 087, and 09 numbers, and must be shown prominently in tariff lists.
187:
Most systems recognize location and listing. If recognition confidence is high, the best result is played to the caller. If confidence is low, the caller's request is played back to a live operator, who locates the correct listing.
250:
for wireline telephone service allowed subscribers to place a certain number of directory assistance calls for free each month. More recently, telephone companies are charging subscribers for every directory assistance call.
238:
AT&T ended directory assistance service for wireless subscribers and in 2023 ended directory assistance services for digital landline subscribers, AT&T's directory assistance listings are now inaccessible as of 2024.
358:
customers are able to access. Other operator-assist directory services do exist, for example, CallConnect on 12456; however, these numbers are not guaranteed to be accessible from all phone providers within
Australia.
165:
Most directory assistance systems use automated readback systems to give out the phone number. This frees the directory assistance operator to move on to another caller as soon as the correct listing is located.
169:
Some systems have "store and forward" technology which records the city and state the caller is requesting; it then plays the recording to the operator before they answer and ask the caller to further specify.
307:
In 1999, AT&T applied for permission to discontinue this service, but it remained active until the summer of 2020. An automated disconnection recording now plays when calling the 1-800-555-1212 number.
411:
The applicable service charge codes are also shown in BT's pricing table, section 2, part 15. Having found the "SC" code for a particular number, it is then necessary to refer to part 19 to find the cost.
290:
297:" (with area codes 800, 833, 844, 855, 866, 877, and 888) was available from toll-free directory assistance, reachable by dialing 1-800-555-1212, for many decades until it was discontinued in 2020.
813:
408:
first full minute. There were 100 available service charge price points, known as SC001 to SC100. The service charge must be declared alongside the number wherever it is advertised or promoted.
445:
In 2017, soaring call costs for directory inquiries services, including 118118 and 118500 prompted an Ofcom review of 118 services. A price cap at 2013 rates took effect on 1 April 2019.
685:
380:. OSIS accepts updates from telecoms providers seven days a week, and supplies that information to the inquiry companies six days a week. As of 2017, there were over 200 providers.
1001:
1208:
Kopardekar, Parimal; Mital, Anil (October 1994). "The effect of different work-rest schedules on fatigue and performance of a simulated directory assistance operator's task".
795:
983:
755:
304:. Companies requested to have their toll-free number listed, and paid the providers each time their phone number was released to a toll-free directory-assistance caller.
449:
People may hear this message when they misdial a wanted number or may appear to have missed a call from the unallocated number and hear this message if they call back.
941:
415:
Following criticism of very high and increasing charges for DQ services, Ofcom introduced a price cap to 2013 levels from 1 April 2019. Service charges, including
960:
262:). Example: the caller lives in area code 630 (Oak Brook, Illinois) and requests a listing for a business in area code 312 (Chicago, Illinois). In this case,
915:
1102:
809:
1237:
Yu, Dong; Ju, Yun-Cheng; Wang, Ye-Yi; Zweig, Geoffrey; Acero, Alex (27 August 2007). "Automated directory assistance system - from theory to practice".
258:
411 LDA: Local
Directory Assistance. 411 is dialed, and the operator is requested to search for a listing in a group of area codes local to the caller (
1098:
1318:
Natarajan, Premkumar; Prasad, Rohit; Schwartz, Richard M.; Makhoul, John (2002). "A scalable architecture for
Directory Assistance automation".
1418:
693:
1370:
1335:
341:
Private companies have entered the directory assistance market by offering free directory assistance. They are available in most states like
55:
158:
Directory assistance systems incorporate a wide range of automation to reduce the cost of human operators. Almost all systems use custom
1423:
1353:
Bechet, Frederic; De Mori, Renato; Subsol, Gerard (2002). "Dynamic generation of proper name pronunciations for directory assistance".
997:
617:
432:
to enable the large number of ex-directory requests to be handled more efficiently. The related 118800.co.uk site was discontinued.
301:
121:
787:
102:
659:
1187:
Wakin, Michele A.; Zimmerman, Don H. (October 1999). "Reduction and
Specialization in Emergency and Directory Assistance Calls".
74:
773:
975:
751:
259:
1388:
Schramm, H; Rueber, B; Kellner, A (August 2000). "Strategies for name recognition in automatic directory assistance systems".
59:
719:
300:
Toll-free directory assistance was provided by telecommunication providers, namely AT&T and Verizon, as mandated by the
81:
1297:
Kamm, C.A.; Shamieh, C.R.; Singhal, S. (November 1995). "Speech recognition issues for directory assistance applications".
439:) for over-charging customers and failing to clearly display call costs. BT was also ordered to refund affected customers.
881:
436:
354:
of that particular provider. For example, Sensis on 1234 is a premium operator-assist directory service that only certain
197:
1019:
937:
531:
In Taiwan, directory assistance is available by dialing 105 from mobile phones, or by dialing 104 from landline phones.
367:
88:
956:
584:
173:
907:
377:
247:
70:
1256:"Effects of response cost on the behavior of a million persons: charging for directory assistance in Cincinnati"
329:
The data aggregator collects the data from the rolls of many telecommunication carriers. Some carriers, such as
609:
1037:
852:
827:
48:
550:
213:
541:
In Egypt, directory assistance is available by dialing 140 from mobile phones, and from landline phones.
442:
Later in 2014, a similar failure to clearly state call costs resulted in a fine for the 118118 service.
1175:
555:
457:
Some services donate part of their income to charities, such as animal welfare and football clubs.
345:
and others. Customers often must listen to an advertisement prior to receiving directory services.
427:
A number offering a directory inquiries service allowing people to request to be put through to a
95:
1376:
1341:
733:
589:
177:
135:
1059:
435:
In 2014, the 118500 service run by BT was fined £225,000 by PhonepayPlus (later renamed as the
1366:
1331:
1285:
1225:
788:"Subpart 6: Calls to Service Numbers (numbers starting 084, 087, 09 and 118) from 1 July 2016"
1397:
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1323:
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1267:
1242:
1217:
1196:
263:
181:
147:
1123:
737:
689:
416:
322:
491:
In mainland China, (area code) 114 is dialed for directory assistance in that area code.
176:
systems have been added to many directory assistance systems. These complex systems use
1280:
1255:
1401:
792:
Section 2:Call Charges & Exchange Line Services – Part 1: Basic Inland Call Charge
1412:
1310:
769:
205:
1380:
1345:
610:"Discontinuance – AT&T Toll-Free Directory Assistance Service – 1-800-555-1212"
428:
381:
17:
605:
277:
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715:
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342:
317:
37:
1200:
1015:
1221:
877:
376:
Information System (OSIS), which is run by Directory Solutions, a division of
294:
387:
Calls to DQ services declined by an average of 38% yearly from 2014 to 2017.
1271:
226:
221:
209:
1289:
1229:
1145:
231:
217:
159:
481:
In Brazil, 102 has been the number for directory assistance since 2004.
1355:
IEEE International Conference on Acoustics Speech and Signal Processing
1320:
IEEE International Conference on Acoustics Speech and Signal Processing
355:
1080:
1033:
254:
U.S. wireline telephone companies classify DA into four rate classes:
521:
In the Philippines, 187 is dialed for PLDT and Digitel subscribers.
330:
201:
853:"BT Price List – Part 19: Calls to Directory Enquiry 118 Services"
396:
366:
234:
will yield local, national, and sometimes international listings.
395:
The pricing structure for UK directory inquiries was reformed by
276:
00 and ask for the international directory assistance operator.
150:
and/or address of a residence, business, or government entity.
184:
to handle the entire call without live operator intervention.
31:
511:
In Israel, 144 or 1344 is dialed for directory assistance.
371:
The BT foreign directory assistance centre in Grimsby (1996)
1016:"Ofcom opens investigation into the cost of 118 calls"
501:
In Ethiopia, 8123 is dialed for directory assistance.
333:, do not send their customer rolls to the aggregator.
1099:"Serviços de Utilidade Pública e de Emergência (SUP)"
938:"118800 Mobile Enquiry Service Temporarily Suspended"
901:
899:
878:"118 800 To Connect UK to Millions of Mobile Numbers"
289:
In the U.S., directory assistance for companies with
316:
The service of 411 queries is often outsourced to a
212:), directory assistance may be contacted by dialing
337:
Companies specializing in free directory assistance
62:. Unsourced material may be challenged and removed.
280:provides International Directory Assistance calls.
578:
576:
976:"118 118 fined for lack of clarity over pricing"
270:In this case, AT&T Illinois bills the call.
146:is a phone service used to find out a specific
998:"Telephone review to ensure value for callers"
957:"118 118 fined £80,000 for misleading adverts"
220:). To get a listing in a remote or non-local
686:"BT Wholesale Directory Solutions – About Us"
660:"Statement: Directory Enquiries (118) Review"
230:-555-1212. In some cases, a 411 call from a
8:
1189:Research on Language and Social Interaction
27:Finding out phone-related data: free or fee
1279:
224:, directory assistance is available at 1-
122:Learn how and when to remove this message
810:"How does UK Calling affect businesses?"
572:
918:from the original on 6 September 2013
798:from the original on 30 January 2017.
654:
652:
650:
648:
162:software to locate listings quickly.
7:
1260:Journal of Applied Behavior Analysis
944:from the original on 30 August 2012.
828:"BT Price List – Section 2, Part 15"
770:"UK NGN Call Charges SC001 to SC100"
60:adding citations to reliable sources
641:. connecticutresidentdirectory.com.
986:from the original on 6 April 2014.
963:from the original on 6 April 2014.
908:"Mobile phone directory suspended"
816:from the original on 4 April 2017.
758:from the original on 3 April 2017.
583:Fred A. Bernstein (9 March 2006).
25:
1040:from the original on 17 July 2015
1022:from the original on 12 May 2017.
1004:from the original on 12 May 2017.
884:from the original on 12 June 2009
776:from the original on 9 June 2016.
618:Federal Communications Commission
585:"The 411 on Directory Assistance"
312:Directory assistance data sources
302:Federal Communications Commission
906:Osborne, Hilary (13 July 2009).
722:from the original on 6 May 2017.
36:
718:. Magenta Systems. 3 May 2017.
47:needs additional citations for
1174:Lawson, Mark (19 March 2005).
974:Jones, Rupert (3 April 2014).
285:Toll-free directory assistance
1:
1419:Directory assistance services
1402:10.1016/S0167-6393(99)00066-7
955:Goodman, Rob (3 April 2014).
437:Phone-paid Services Authority
198:North American Numbering Plan
1311:10.1016/0167-6393(95)00023-H
1247:10.21437/Interspeech.2007-65
812:. Ofcom. 16 September 2014.
754:. Ofcom. 16 September 2014.
1363:10.1109/ICASSP.2002.5743825
1328:10.1109/ICASSP.2002.5743644
1126:(in Chinese). China Telecom
1101:(in Brazilian Portuguese).
639:"Connecticut People Search"
1440:
1424:Telecommunication services
1254:McSweeny, A. John (1978).
1201:10.1207/S15327973rls3204_4
880:. Real Wire. 9 June 2009.
174:Interactive voice response
1222:10.1080/00140139408964946
1034:"118 Numbers – 118donate"
1018:. BBC News. 12 May 2017.
716:"Directory Enquiry Codes"
940:. PR Log. 29 July 2009.
1272:10.1901/jaba.1978.11-47
180:and recorded speech or
1000:. Ofcom. 12 May 2017.
772:. Uboss. 1 July 2016.
551:555 (telephone number)
372:
71:"Directory assistance"
1176:"Dial 0 for progress"
370:
1390:Speech Communication
1299:Speech Communication
1085:Suomen Numeropalvelu
608:(16 November 1999).
560:Directory assistance
140:directory assistance
56:improve this article
794:. BT. 1 July 2016.
696:on 30 November 2009
556:Telephone directory
208:, and parts of the
144:directory inquiries
18:Directory enquiries
1060:"Finlex, 917/2014"
666:. 28 November 2018
614:FCC Public Notices
590:The New York Times
373:
246:Historically, the
178:speech recognition
136:telecommunications
1372:978-0-7803-7402-7
1337:978-0-7803-7402-7
1216:(10): 1697–1707.
264:AT&T Illinois
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16:(Redirected from
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49:verification
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558:(including
516:Philippines
343:Connecticut
318:call centre
295:800 numbers
1413:Categories
1210:Ergonomics
1036:. Ethcom.
914:. London.
734:"About BT"
700:13 January
567:References
400:provider.
200:(covering
154:Technology
82:newspapers
1067:finlex.fi
470:Worldwide
453:Charities
349:Australia
291:toll-free
227:area code
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545:See also
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278:AT&T
232:landline
160:database
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1124:"号码百事通"
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1103:ANATEL
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