Editing Directory assistance

{{Short description|Finding out phone-related data: free or fee}}
{{Use dmy dates|date=January 2020}}
{{Refimprove|date=September 2024}}
In [[telecommunications]], '''directory assistance''' or '''directory inquiries''' is a phone service used to find out a specific [[telephone number]] and/or address of a residence, business, or government entity.

==Technology==
Directory assistance systems incorporate a wide range of automation to reduce the cost of human operators.<ref name=Free411.NYT2006>{{cite news |newspaper=[[The New York Times]]
   |url=https://www.nytimes.com/2006/03/09/business/the-411-on-directory-assistance.html
   |title=The 411 on Directory Assistance
   |author=Fred A. Bernstein  |date=March 9, 2006}}</ref> Almost all systems use custom [[database]] software to locate listings quickly.

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.

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.

[[Interactive voice response]] systems have been added to many directory assistance systems. These complex systems use [[speech recognition]] and recorded speech or [[speech synthesis]] to handle the entire call without live operator intervention.

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.{{Cn|date=September 2024}}

==North America==
In the [[North American Numbering Plan]] (covering [[Canada]], the [[United States]], and parts of the [[Caribbean]]), directory assistance may be contacted by dialing [[411 (telephone number)|411]] (one of the [[N11 code]]s).  To get a listing in a remote or non-local [[area code]], directory assistance is available at 1-''[[area code]]''-555-1212.  In some cases, a 411 call from a [[landline]] will yield local, national, and sometimes international listings.

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.{{Cn|date=September 2024}} However, wireless numbers for residential customers are not available via 411.
In 2021, 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.{{Original research inline|date=September 2024}}

===Billing===
Historically, the [[Telecommunications tariff|tariffs]] for wireline telephone service allowed subscribers to place a certain number of directory assistance calls for free each month.  More recently,{{When?|date=September 2024}} telephone companies are charging subscribers for every directory assistance call.{{Cn|date=September 2024}}

U.S. wireline telephone companies classify DA into four rate classes:

# 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 ([[Local access and transport area|LATA]]). 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, [[AT&T Illinois]] bills the call.
# 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). In this case, AT&T Illinois bills the call.
# (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.
# 00 and ask for the international directory assistance operator. [[AT&T Inc.|AT&T]] provides International Directory Assistance calls.

===Toll-free directory assistance===
In the U.S., directory assistance for companies with [[Toll-free telephone numbers in the North American Numbering Plan|toll-free]] "[[800 number]]s" (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.{{Cn|date=September 2024}}

Toll-free directory assistance was provided by telecommunication providers, namely AT&T and Verizon, as mandated by the [[Federal Communications Commission]]. 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.

In 1999, AT&T applied for permission to discontinue this service,<ref name="fcc">*{{cite web |url=http://www.fcc.gov/Bureaus/Common_Carrier/Public_Notices/1999/da992541.html |title=Discontinuance – AT&T Toll-Free Directory Assistance Service – 1-800-555-1212 |access-date=28 December 2007 |author=AT&T Inc. |author-link=AT&T Inc. |date=16 November 1999 |work=FCC Public Notices |publisher=[[Federal Communications Commission]]}}
</ref> but it remained active until the summer of 2020.{{Cn|date=September 2024}} An automated disconnection recording now plays when calling the 1-800-555-1212 number.{{Cn|date=September 2024}}

===Directory assistance data sources===
The service of 411 queries is often outsourced to a [[call centre]] 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 aggregated by a [[data aggregator]] 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.

The data aggregator collects the data from the rolls of many telecommunication carriers. Some carriers, such as [[Vonage]], do not send their customer rolls to the aggregator.

===Companies specializing in free directory assistance===
Private companies have entered the directory assistance market by offering free directory assistance. They are available in most states like [[Connecticut]] and others.<ref>{{cite web |url= https://www.connecticutresidentdirectory.com/ |title=Connecticut People Search|publisher=connecticutresidentdirectory.com|author=}}</ref> Customers often must listen to an advertisement prior to receiving directory services.<ref name=Free411.NYT2006/>

==Australia==
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 of that particular provider. For example, Sensis on 1234 is a premium operator-assist directory service that only certain [[Telstra]] 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.

==United Kingdom==
[[Image:Bt international directory assistance grimsby.jpg|thumb|The BT foreign directory assistance centre in Grimsby (1996)]]
In the United Kingdom directory enquiries services (sometimes abbreviated as "DQ"<ref name=cap>{{cite web |url=https://www.ofcom.org.uk/consultations-and-statements/category-1/directory-enquiries-118-review |title=Statement: Directory Enquiries (118) Review|website=Ofcom |date=28 November 2018  |access-date= 8 April 2019}}</ref>) 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 Information System (OSIS), which is run by Directory Solutions, a division of [[BT Wholesale and Ventures|BT Wholesale]]. OSIS accepts updates from telecoms providers seven days a week, and supplies that information to the inquiry companies six days a week.<ref name="btw">{{cite web |url=http://www.btwholesale.com/pages/static/Products/Managed_Network_Solutions/Directory_Solutions/About_Us.html |title=BT Wholesale Directory Solutions – About Us |publisher=[[British Telecom]] |archive-url=https://web.archive.org/web/20091130070319/http://www.btwholesale.com/pages/static/Products/Managed_Network_Solutions/Directory_Solutions/About_Us.html |archive-date=30 November 2009 |access-date=13 January 2010 }}</ref> {{As of|2017}}, there were over 200 providers.<ref name="telecomtariffs_dialdq">{{cite web |url=https://www.telecom-tariffs.co.uk/dialdirq.htm |title=Directory Enquiry Codes |publisher=Magenta Systems |date=3 May 2017 |url-status=live |archive-url=https://web.archive.org/web/20170506141502/https://www.telecom-tariffs.co.uk/dialdirq.htm |archive-date=6 May 2017 }}</ref> [[118 118 (UK)|118 118]] (The Number) was the second most-expensive number at £11.23 for a 90-second call, but accounted for 40% of DQ calls,<ref name=cap/> 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,<ref name="1984onwards">{{cite web |url=https://www.btplc.com/Thegroup/BTsHistory/1984onwards/1991.htm |title=About BT |publisher=[[British Telecom]]}}</ref> 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".

Calls to DQ services declined by an average of 38% yearly from 2014 to 2017.<ref name=cap/>

===Pricing===

The pricing structure for UK directory inquiries was reformed by [[Ofcom]] on 1 July 2015.<ref name="ofcom_ukcalling">{{cite web |url=https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling |title=UK Calling |publisher=Ofcom |date=16 September 2014 |url-status=live |archive-url=https://web.archive.org/web/20170403141959/https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling |archive-date=3 April 2017 }}</ref> 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 provider.

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.

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 first full minute. There were 100 available service charge price points, known as SC001 to SC100.<ref name="checkit_sclist">{{cite web |url=http://checkit.uboss.com/Calling/UkNgnCallCharges/ |title=UK NGN Call Charges SC001 to SC100 |publisher=Uboss |date=1 July 2016 |url-status=live |archive-url=https://web.archive.org/web/20160609153020/http://checkit.uboss.com/Calling/UkNgnCallCharges/ |archive-date=9 June 2016 }}</ref><ref name="BT_2016.07">{{cite web |url=http://www.bt.com/pricing/current/Call_Charges_boo/FrameworkImpl1350581.htm#FrameworkImpl1350581 |title=Subpart 6: Calls to Service Numbers (numbers starting 084, 087, 09 and 118) from 1 July 2016 |work=Section 2:Call Charges & Exchange Line Services – Part 1: Basic Inland Call Charge |publisher=BT |date=1 July 2016 |url-status=live |archive-url=https://web.archive.org/web/20170130141054/http://www.bt.com/pricing/current/Call_Charges_boo/FrameworkImpl1350581.htm#FrameworkImpl1350581 |archive-date=30 January 2017 }}</ref> The service charge must be declared alongside the number wherever it is advertised or promoted.<ref name="ofcom_ukcallingbusinesses">{{cite web |url=https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling/uk-calling-for-businesses |title=How does UK Calling affect businesses? |publisher=Ofcom |date=16 September 2014 |url-status=live |archive-url=https://web.archive.org/web/20170404152009/https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling/uk-calling-for-businesses |archive-date=4 April 2017 }}</ref>

The applicable service charge codes are also shown in BT's pricing table, section 2, part 15.<ref>{{cite web |url=http://www.bt.com/pricing/current/Call_Charges_boo/1634_d0e5.htm#1634-d0e5|title=BT Price List – Section 2, Part 15 |website=BT.com |access-date=7 June 2016 }}</ref> Having found the "SC" code for a particular number, it is then necessary to refer to part 19 to find the cost.<ref>{{cite web |url=http://www.bt.com/pricing/current/Call_Charges_boo/1584_d0e1.htm#1584-d0e1 |title=BT Price List – Part 19: Calls to Directory Enquiry 118 Services |website=BT.com |access-date=7 June 2016 }}</ref>

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 [[Value added tax|VAT]], may not exceed £3.65 per 90 seconds.<ref name=cap/> 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.

===Controversies===
A number offering a directory inquiries service allowing people to request to be put through to a [[mobile phone]] number was established in June 2009.<ref name="blogit_12674">{{cite news |url=http://blogit.realwire.com/?ReleaseID=12674 |title=118 800 To Connect UK to Millions of Mobile Numbers |publisher=Real Wire |date=9 June 2009 |url-status=live |archive-url=https://web.archive.org/web/20090612040709/https://blogit.realwire.com/?ReleaseID=12674 |archive-date=12 June 2009 |access-date=19 July 2009}}</ref> 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.<ref name="guardian_2009jul13">{{cite news |url=https://www.theguardian.com/money/2009/jul/13/mobile-phone-directory-suspended |title=Mobile phone directory suspended |first=Hilary |last=Osborne |work=The Guardian|location=London |date=13 July 2009 |url-status=live |archive-url=https://web.archive.org/web/20130906232558/https://www.theguardian.com/money/2009/jul/13/mobile-phone-directory-suspended |archive-date=6 September 2013 |access-date=14 July 2009 }}</ref> Its website was suspended<ref name="prlog_10295392">{{cite news |url=http://www.prlog.org/10295392-118800-mobile-enquiry-service-temporarily-suspended.html |title=118800 Mobile Enquiry Service Temporarily Suspended |publisher=PR Log |date=29 July 2009 |url-status=live |archive-url=https://web.archive.org/web/20120830060855/http://www.prlog.org/10295392-118800-mobile-enquiry-service-temporarily-suspended.html |archive-date=30 August 2012 }}</ref> within weeks of its launch so that the company could re-engineer the site to enable the large number of ex-directory requests to be handled more efficiently.<ref name="guardian_2009jul13" /> The related {{Not a typo|118800.co.uk}} site was discontinued.

In 2014, the 118500 service run by BT was fined £225,000 by PhonepayPlus (later renamed as the [[Phone-paid Services Authority]]) for over-charging customers and failing to clearly display call costs. BT was also ordered to refund affected customers.{{citation needed|date=January 2020}}

Later in 2014, a similar failure to clearly state call costs resulted in a fine for the 118118 service.<ref name="moneywise_20140403">{{cite news |url=http://www.moneywise.co.uk/news/2014-04-03/118-118-fined-80000-misleading-adverts |title=118 118 fined £80,000 for misleading adverts |last=Goodman |first=Rob |publisher=Moneywise |date=3 April 2014 |url-status=live |archive-url=https://web.archive.org/web/20140406204701/http://www.moneywise.co.uk/news/2014-04-03/118-118-fined-80000-misleading-adverts |archive-date=6 April 2014 }}</ref><ref name="guardian_2014apr03">{{cite news |url=https://www.theguardian.com/money/2014/apr/03/118-118-fined-for-lack-of-clarity-over-pricing |title=118 118 fined for lack of clarity over pricing |last=Jones |first=Rupert |work=The Guardian|date=3 April 2014 |url-status=live |archive-url=https://web.archive.org/web/20140406160511/https://www.theguardian.com/money/2014/apr/03/118-118-fined-for-lack-of-clarity-over-pricing |archive-date=6 April 2014 }}</ref>

In 2017, soaring call costs for directory inquiries services, including 118118 and 118500 prompted an Ofcom review of 118 services.<ref name="ofcom_20170512">{{cite news |url=https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/telephone-review-value-callers |title=Telephone review to ensure value for callers |publisher=Ofcom |date=12 May 2017 |url-status=live |archive-url=https://web.archive.org/web/20170512132040/https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/telephone-review-value-callers |archive-date=12 May 2017 }}</ref><ref name="bbc_39896315">{{cite news |url=https://www.bbc.co.uk/news/business-39896315 |title=Ofcom opens investigation into the cost of 118 calls |publisher=BBC News |date=12 May 2017 |url-status=live |archive-url=https://web.archive.org/web/20170512201729/http://www.bbc.co.uk/news/business-39896315 |archive-date=12 May 2017 }}</ref> A price cap at 2013 rates took effect on 1 April 2019.

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. 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.{{citation needed|date=January 2020}}

===Charities===
Some services{{vague|date=January 2025}} donate part of their income to charities, {{failed verification span|text=such as animal welfare and football clubs|date=January 2025}}.<ref>{{cite web |url=http://www.ethcom.org/services.html |title=118 Numbers – 118donate |publisher=Ethcom |url-status=live |archive-url=https://web.archive.org/web/20150717142736/http://ethcom.org/services.html |archive-date=17 July 2015 |access-date=7 June 2016}}</ref>

== Finland ==
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 provide this contact information to another company for the purposes of providing a directory inquiry service.<ref>{{Cite web|title=Finlex, 917/2014|url=https://www.finlex.fi/en/laki/kaannokset/2014/en20140917.pdf|archive-url=https://web.archive.org/web/20150318141911/https://www.finlex.fi/en/laki/kaannokset/2014/en20140917.pdf|url-status=dead|archive-date=18 March 2015|website=finlex.fi}}</ref> 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.<ref>{{Cite web|title=SNOY|url=https://www.suomennumeropalvelu.fi/|website=Suomen Numeropalvelu}}</ref>

==Other countries==
; '''Brazil'''
In Brazil, 102 has been the number for directory assistance<ref name="anatel102">{{cite web |title=Serviços de Utilidade Pública e de Emergência (SUP) |url=https://www.gov.br/anatel/pt-br/regulado/numeracao/codigos-nacionais/servicos-de-utilidade-publica-e-de-emergencia |publisher=[[National Telecommunications Agency (Brazil)|ANATEL]]|language=pt-BR|access-date=29 June 2024}}</ref> since 2004.

; '''China'''
In mainland China, (area code) 114 is dialed for directory assistance in that area code.<ref name="cn114">{{cite web|url=http://www.chinatelecom.com.cn/products/01/02/index.html|title=号码百事通|publisher=China Telecom|language=zh|access-date=14 July 2013|archive-date=16 February 2015|archive-url=https://web.archive.org/web/20150216074441/http://www.chinatelecom.com.cn/products/01/02/index.html|url-status=dead}}</ref>
; '''Ethiopia'''
In Ethiopia, 8123 is dialed for directory assistance.
; '''Israel'''
In Israel, 144 or 1344 is dialed for directory assistance. 
; '''Philippines'''
In the Philippines, 187 is dialed for PLDT<ref>{{Cite web
    |url=http://www.pldt.com/about-us/contact-us |title=Contact Us |website=PLDT.com |access-date=7 June 2016}}</ref> and Digitel subscribers. 
; '''Taiwan'''
In Taiwan, directory assistance is available by dialing 105 from mobile phones, or by dialing 104 from landline phones.

; '''Turkey'''
In Turkey, directory assistance is available by dialing 118 80 from mobile phones. The assistance number is also noted in its ads, usually with their jingle, '''yüz on sekiz seksen'' '.
; '''Egypt'''
In Egypt, directory assistance is available by dialing 140 from mobile phones, and from landline phones.

==See also==
* [[555 (telephone number)]]
* [[Telephone directory]] (including ''Directory assistance'' on CD)

==References==
{{Reflist}}

==Further reading==
* {{cite news |last1=Lawson |first1=Mark |title=Dial 0 for progress |url=https://www.theguardian.com/comment/story/0,3604,1441336,00.html |work=The Guardian |date=19 March 2005 }}
* {{cite journal |last1=Wakin |first1=Michele A. |last2=Zimmerman |first2=Don H. |title=Reduction and Specialization in Emergency and Directory Assistance Calls |journal=Research on Language and Social Interaction |date=October 1999 |volume=32 |issue=4 |pages=409–437 |doi=10.1207/S15327973rls3204_4 }}
* {{cite journal |last1=Kopardekar |first1=Parimal |last2=Mital |first2=Anil |title=The effect of different work-rest schedules on fatigue and performance of a simulated directory assistance operator's task |journal=Ergonomics |date=October 1994 |volume=37 |issue=10 |pages=1697–1707 |doi=10.1080/00140139408964946 |pmid=7957021 }}
* {{cite journal |last1=Yu |first1=Dong |last2=Ju |first2=Yun-Cheng |last3=Wang |first3=Ye-Yi |last4=Zweig |first4=Geoffrey |last5=Acero |first5=Alex |title=Automated directory assistance system - from theory to practice |journal=Interspeech 2007 |date=27 August 2007 |pages=2709–2712 |doi=10.21437/Interspeech.2007-65 }}
* {{cite journal |last1=McSweeny |first1=A. John |title=Effects of response cost on the behavior of a million persons: charging for directory assistance in Cincinnati |journal=Journal of Applied Behavior Analysis |date=1978 |volume=11 |issue=1 |pages=47–51 |doi=10.1901/jaba.1978.11-47 |pmid=16795584 |pmc=1311267 }}
* {{cite journal |last1=Kamm |first1=C.A. |last2=Shamieh |first2=C.R. |last3=Singhal |first3=S. |title=Speech recognition issues for directory assistance applications |journal=Speech Communication |date=November 1995 |volume=17 |issue=3–4 |pages=303–311 |doi=10.1016/0167-6393(95)00023-H }}
* {{cite book |doi=10.1109/ICASSP.2002.5743644 |chapter=A scalable architecture for Directory Assistance automation |title=IEEE International Conference on Acoustics Speech and Signal Processing |year=2002 |last1=Natarajan |first1=Premkumar |last2=Prasad |first2=Rohit |last3=Schwartz |first3=Richard M. |last4=Makhoul |first4=John |isbn=978-0-7803-7402-7 |s2cid=2551571 }}
* {{cite book |doi=10.1109/ICASSP.2002.5743825 |chapter=Dynamic generation of proper name pronunciations for directory assistance |title=IEEE International Conference on Acoustics Speech and Signal Processing |year=2002 |last1=Bechet |first1=Frederic |last2=De Mori |first2=Renato |last3=Subsol |first3=Gerard |isbn=978-0-7803-7402-7 |s2cid=15233030 }}
* {{cite journal |last1=Schramm |first1=H |last2=Rueber |first2=B |last3=Kellner |first3=A |title=Strategies for name recognition in automatic directory assistance systems |journal=Speech Communication |date=August 2000 |volume=31 |issue=4 |pages=329–338 |doi=10.1016/S0167-6393(99)00066-7 }}

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[[Category:Directory assistance services| ]]
[[Category:Telecommunication services]]