4.2. Annex 2 - Quality of service parameters and performance objectives

Without prejudice to the requirement to comply with Regulation no. 46/2005, as published on 14 June (Regulamento da Qualidade de Serviço (Regulation on Quality of Service)), the contracted party is bound to comply with the following quality of service parameter, "Response time for directory enquiry services" and with the respective performance targets.

The parameter is to be measured at a national level.

Notwithstanding the requirements of quarterly reporting, the reference period for the purposes of QSP compliance is the equivalent of one year.

4.2.1. Response time for directory enquiry services

Without prejudice to the application of specific legislation governing telephone call centres, the contracted party is required to comply with the indicators of this parameter.

In line with the definition given in version 1.3.1 of the document ETSI EG 202 057-2, "Response time for directory enquiry services" corresponds to the duration, measured in seconds, from the instant that the ringing tone is obtained to the instant a human operator or an equivalent response system, which is voice-activated or activated by other means, answers the calling user to provide the number information requested.

For the purposes of measuring this QSP, directory enquiry services refer only to the "118" service. In line with the approach set out in version 1.3.1 of the document ETSI EG 202 057-1, the duration to be considered is the time which the consumer spends: (i) while the human operator or an equivalent system response is unavailable; and (ii) going through response systems, voice activated or otherwise, to reach a point where the call is effectively answered by a human operator or by an equivalent response system.

For the purposes of measuring this QSP, the time spent handling the consumer's request for information actually required is not be considered, including time taken in conversation between the consumer and the human operator or an equivalent response system and the time which databases used by the human operator or by an equivalent response system take to respond.

The information provided by the contracted party under this QSP is as follows: (a) mean response time for directory enquiry services; and (b) percentage of calls to directory enquiry services which are answered within 20 seconds by human operators or equivalent response systems.

For the purposes of measuring this QSP, consideration is to be given to the totality of calls to directory enquiry services which are answered within 20 seconds by human operators or equivalent response systems and which are made during the reference period, irrespective of their origin.

A summary of the parameter, respective indicator and method of measurement to be followed by the contracted party is presented in the table below:

The performance objectives applicable to the QSP are as follows:

4.2.2. Information to be provided by the contracted party to consumers

The contracted party shall announce, on an annual basis, information on the performance levels determined in the context of the measurement of the above parameter, no later than one month following the end of each year of provision of the contracted service.

The information in question relates to the period of one year, from the month in which provision of the services commenced.

Announcement of the information on quality of service is to be published on the contracted party's website, in a visible and easily identifiable manner.