This terms of use policy applies to NWSIP™/VOICE1 SIP Trunking (collectively called “V1 Voice Services“). This policy provides the restrictions and requirements you must abide by in order to use the V1 Voice Services. These restrictions and requirements ensure that all voice calls transmitted via the NWSIP™ platform are safe, wanted, and legal.

This policy applies in addition to, and forms part of, NWSIP™s Acceptable Use Policy. Terms and conditions are subject to change.

Terms of Use Requirements for Voice Calls for Telemarketing and Advertising Purposes

If you use the V1 Voice Services to place telemarketing or advertising voice calls you must do the following:

  • Obtain a callee’s prior consent, as required by applicable law or regulation;
  • Clearly and conspicuously disclose the purpose of the voice call and identify and accurately represent yourself, or your organization, as applicable, at the beginning of that voice call;
  • Provide mechanisms for a callee to opt out of receiving those voice calls, as required by applicable law or regulation, and honor any opt-out requests; and
  • Not place voice calls to phone numbers that are on a do not call list or registry in the applicable country (e.g., National Do Not Call Registry in the United States of America). It is your responsibility to cross-check any phone numbers to which you wish to place voice calls against the do not call list of registry in the applicable country.

Prohibited Activities Using V1 Voice Services

NWSIP™/VOICE1 prohibits using the V1 Voice Services to (a) transmit misleading or inaccurate caller ID information to the recipient of a voice call and (b) place voice calls that generate an unacceptable number of complaints from consumers, telecommunications providers, law enforcement agencies, or regulators.

Unanswered Voice Calls and Outbound Voice Call Duration You must not have, in a given month, (a) a high volume of unanswered outbound voice call attempts from a single originating phone number or (b) a low average outbound voice call duration. Telecommunications providers may independently block your use of their networks if you engage in any of the foregoing behavior.

Country-Specific Requirements You must comply with the additional country-specific requirements to the extent they apply to your use of the V1 Voice Services in certain countries, regardless of whether you are located, domiciled, or doing business in these countries.

Short Duration Calls You must keep any short-duration calls (outbound calls with a duration of 6 seconds or less) to less than 10% of your total outbound volume. Failure to do so may result in the suspension of your account, or being migrated to a short-duration call rate. Any 3 short-duration events within a 52-week cycle will automatically be switched to a short-duration call rate. You will not be eligible for conversational rates again until you have shown 24 weeks (6mo.) of no short-duration call events.

Abandoned calls during any applicable calendar month should be less than 20%. Abandoned calls are defined as calls initiated by NWSIP™/VOICE1 that are of zero seconds in duration, where the end-user did not answer or rejected, or missed the calls. If more than 20% of total call attempts are abandoned calls during any applicable calendar month, NWSIP™/VOICE1 reserves the right to charge an abandoned call surcharge of $0.02 per call for abandoned calls in excess of that threshold. The percentage of abandoned calls is determined by dividing the total number of abandoned calls by the total number of calls.

Average call duration (ACD) during any applicable calendar month ACD should be greater than 35 seconds. If the ACD during any applicable calendar month is less than 35 seconds, NWSIP™/VOICE1 reserves the right to charge an ACD surcharge equal to the number of minutes the customer would have used if the ACD had equaled 35 seconds for the number of calls actually completed minus the number of minutes customer actually used for calls completed, multiplied by an ACD surcharge of $0.02 per minute.

Incomplete calls to incoming toll-free numbers during any calendar month should be less than 5%. Incomplete calls are defined as calls received by NWSIP™/VOICE1 on a toll-free number that is of zero seconds in duration, for which the NWSIP™/VOICE1 customer who owns or rents the toll-free number has not answered or has rejected the calls. If more than 5% of total call attempts are incomplete toll-free calls during any calendar month, NWSIP™/VOICE1 reserves the right to charge an incoming toll-free call surcharge of $0.10 per call on incomplete calls in excess of that threshold. The percentage of incomplete calls to incoming toll-free calls is determined by dividing the total number of incomplete toll-free calls by the total number of calls.

Number Porting

Local Number Portability allows you to port many numbers from one provider to another. In order to port a number your account must be in good standing with the losing party. NWSIP™/VOICE1 may charge you a porting fee when bringing a number into the system, and optionally a “port out” fee if porting a number away from our services. You must have a current invoice with the numbers you wish to port and the correct account holder information in your port request. Missing or inaccurate information will result in a failed port attempt and you will need to resubmit the port request with the correct information.