N.J. Admin. Code § 14:18-7.7 - Telephone system performance
(a) Each cable television operator shall provide the Office with the following information for all telephone trunk lines normally used by subscribers and the general public for every office it maintains:
1. The total number of incoming calls received during each day of the listed month;
2. The percentage of time in which an inward dialed telephone call would receive a busy signal for each day for the listed month;
3. The average length of time of incoming calls held in queue (hold time) for each day for the listed month; and
4. The percentage of calls terminated by the caller (abandoned) while the call is held in queue during each day for the listed month.
(b) The data requested by (a) above shall be provided quarterly, on a calendar year basis, and shall be accompanied by a certification from the system manager or other appropriate system personnel that the information is correct.
(c) Reports of the information required by (a) above shall be filed by the cable television operator within 10 days of the end of the quarter for which the report is filed. The data shall be submitted in a summary format, on forms prescribed by the Director.
(d) The Office may direct a cable television operator to record and submit additional data or to conduct, or have conducted, other or more detailed telephone traffic analyses, if circumstances so require.
(e) All averages and percentages compiled pursuant to (a) above shall consider only the hours in which the cable television company's office is open to receive incoming calls.
(f) A cable television operator shall submit an explanation of any extraordinary change in telephone traffic patterns as indicated by the data provided to the Office. Explanations shall be provided for extraordinary changes caused by situations such as outages, phone equipment failure and rate changes.
(g) A cable television operator may request, in writing, a waiver of one or more of the reporting requirements or required report formats of (a) above from the Director. Any such waivers will be for periods of up to one year and are renewable. In considering such requests, the Director shall consider factors such as the size of the system, the burden on the cable television operator for providing the information, the capability of the cable television operator's telephone system and the nature and type of alternative information the cable television operator intends to provide.
See: 23 New Jersey Register 2273(a), 23 New Jersey Register 3768(a).
Amended by R.2000 d.155, effective
See: 31 New Jersey Register 3061(a), 32 New Jersey Register 1402(a).
In (c), substituted a reference to cable television operators for a reference to operators.
Amended by R.2003 d.452, effective
See: 35 New Jersey Register 100(a), 35 New Jersey Register 5294(a).
In (b), substituted "quarterly, on a calendar year basis" for "for the calendar months of January, March, May, July, September and November"; in (c), substituted "quarter" for "month".
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