§ 47-5. Telephone service.

Under normal operating conditions, telephone answer time by a customer service representative or ARU, including wait or on-hold time, shall not exceed thirty (30) seconds; this requirement shall be attained not less than ninety (90) percent of the time when measured on a quarterly basis. If an ARU is utilized, the message shall, within thirty (30) seconds after answering the customer's call, give the customer the option of speaking to a customer service representative, and the transfer time, including wait or on-hold time, shall not exceed thirty (30) seconds; this requirement shall be attained not less than ninety (90) percent of the time when measured on a quarterly basis. Under normal operating conditions during business hours, busy signals shall not occur more than three (3) percent of the time; this requirement shall be attained not less than ninety (90) percent of the time when measured on a quarterly basis. In the event that the company's existing telephone equipment shall not be sufficiently sophisticated in capability to record, recall and report data as to compliance with the foregoing, the company shall, within one (1) year of the effective date hereof, submit a plan of compliance ("telephone compliance plan") to the franchise authority for approval which shall provide: (1) a period of time within which the company shall acquire equipment of sufficient technical sophistication to record, recall and report such data, (2) assurance that the company will not, in the interim, acquire any additional equipment which is not capable of such recording, recalling and reporting, and (3) the company will, in the interim, undertake reasonable objective sampling observations of its telephone service to estimate its compliance with the foregoing standards and report the results of that sampling to the franchise authority. The telephone compliance plan shall be subject to the reasonable approval of the franchise authority.

(Ord. No. 3758, § 1, 8-28-2001)