8-1-1
Encyclopedia
In the North American Numbering Plan
(NANP), particularly in Canada
and the U.S.
, the telephone number
811 has traditionally been a direct line to the business office of the telephone company
providing service on the line. From there, one may perform some or all of the following operations:
On mobile phone
s, 611
is sometimes also used for this purpose. Many telephone companies, including Canada's Telus
, are experimenting with merging 811 and 611 service now that neither will usually route directly to a human operator
. Generally, an automatic phone answering system or other automated attendant
will now answer both lines anyway.
As of early 2007, all 811 services in the U.S. were forced to convert to using 611, as the United States Federal Communications Commission
(FCC) in March 2005 made 811 the universal number for the 71 regional services that coordinate location services for underground public utilities in the U.S. Before that time, each of these "call before you dig" services had its own 800 number, and the FCC and others wanted to make it as easy as possible for everyone planning an excavation to call first. This safety measure not only prevents damage that interrupts telecommunications, but also the cutting of electricity, water mains, and natural gas pipes. Establishment of an abbreviated dialing
number for this purpose was required by the Pipeline Safety Improvement Act of 2002.
The FCC had never officially assigned 811 for any service before, but did not prevent its use either. In Canada
, in July 2005, the Canadian Radio-television and Telecommunications Commission (CRTC) assigned 811 for non-urgent health teletriage/telehealth
services. In May 2008, the province of Quebec
announced the adoption of 811 for this purpose, followed by British Columbia
in November 2008 and Nova Scotia
in July 2009.
The use of 8-1-1 for "call before you dig" services was long established in California
and Nevada
, through an organization known as Underground Service Alert
, before the FCC mandated its use for this purpose.
At one point in time, this number routed to 911 as a misdialed call, but this operation has long passed from use. It was designed so that when someone was in a crisis, they would not be panicked by having reached the wrong line. However, the reassignment of this code was required due to the scarcity of N11 numbers.
North American Numbering Plan
The North American Numbering Plan is an integrated telephone numbering plan administered by Neustar which encompasses 24 countries and territories, including the United States and its territories, Canada, Bermuda, and 16 nations of the Caribbean...
(NANP), particularly in Canada
Canada
Canada is a North American country consisting of ten provinces and three territories. Located in the northern part of the continent, it extends from the Atlantic Ocean in the east to the Pacific Ocean in the west, and northward into the Arctic Ocean...
and the U.S.
United States
The United States of America is a federal constitutional republic comprising fifty states and a federal district...
, the telephone number
Telephone number
A telephone number or phone number is a sequence of digits used to call from one telephone line to another in a public switched telephone network. When telephone numbers were invented, they were short — as few as one, two or three digits — and were given orally to a switchboard operator...
811 has traditionally been a direct line to the business office of the telephone company
Telephone company
A telephone company is a service provider of telecommunications services such as telephony and data communications access. Many were at one time nationalized or state-regulated monopolies...
providing service on the line. From there, one may perform some or all of the following operations:
- Pay the billBill (payment)A bill or invoice is a document requesting payment for an order previously supplied. Presentation of a bill is common practice on the part of credit card companies, utilities, and other service providers...
- Order additional lines
- Order and cancel services
- Order and rentRentingRenting is an agreement where a payment is made for the temporary use of a good, service or property owned by another. A gross lease is when the tenant pays a flat rental amount and the landlord pays for all property charges regularly incurred by the ownership from landowners...
equipment - Order calling cardTelephone cardA telephone card, calling card or phone card for short, is a small plastic card, sized and shaped like a credit card, used to pay for telephone services. It is not necessary to have the physical card except with a stored-value system; knowledge of the access telephone number to dial and the PIN is...
s - Speak to customer serviceCustomer serviceCustomer service is the provision of service to customers before, during and after a purchase.According to Turban et al. , “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer...
On mobile phone
Mobile phone
A mobile phone is a device which can make and receive telephone calls over a radio link whilst moving around a wide geographic area. It does so by connecting to a cellular network provided by a mobile network operator...
s, 611
6-1-1
For customers of some telephone companies in Canada and in the U.S., 611 is the abbreviated dialing telephone number used to report a problem with telephone service, or with a payphone...
is sometimes also used for this purpose. Many telephone companies, including Canada's Telus
TELUS
Telus is a national telecommunications company in Canada that provides a wide range of telecommunications products and services including internet access, voice, entertainment, video, and satellite television. The company is based in Burnaby, British Columbia, part of Greater Vancouver...
, are experimenting with merging 811 and 611 service now that neither will usually route directly to a human operator
Operator (profession)
An operator is a professional designation used in various industries, including broadcasting , computing, customer service, physics, and construction. Operators are day-to-day end users of systems, that may or may not be mission-critical, but are typically managed and maintained by technicians or...
. Generally, an automatic phone answering system or other automated attendant
Automated attendant
In telephony, an automated attendant allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist). Many AAs will also offer a simple menu system...
will now answer both lines anyway.
As of early 2007, all 811 services in the U.S. were forced to convert to using 611, as the United States Federal Communications Commission
Federal Communications Commission
The Federal Communications Commission is an independent agency of the United States government, created, Congressional statute , and with the majority of its commissioners appointed by the current President. The FCC works towards six goals in the areas of broadband, competition, the spectrum, the...
(FCC) in March 2005 made 811 the universal number for the 71 regional services that coordinate location services for underground public utilities in the U.S. Before that time, each of these "call before you dig" services had its own 800 number, and the FCC and others wanted to make it as easy as possible for everyone planning an excavation to call first. This safety measure not only prevents damage that interrupts telecommunications, but also the cutting of electricity, water mains, and natural gas pipes. Establishment of an abbreviated dialing
Abbreviated dialing
Abbreviated dialing is the use of a very short telephone number to reach public services. Typically these are two or three digits, and are most commonly known as being emergency telephone numbers like 9-9-9, 1-1-2 and 9-1-1. Other services may also be available this way, such as the N11 codes in...
number for this purpose was required by the Pipeline Safety Improvement Act of 2002.
The FCC had never officially assigned 811 for any service before, but did not prevent its use either. In Canada
Canada
Canada is a North American country consisting of ten provinces and three territories. Located in the northern part of the continent, it extends from the Atlantic Ocean in the east to the Pacific Ocean in the west, and northward into the Arctic Ocean...
, in July 2005, the Canadian Radio-television and Telecommunications Commission (CRTC) assigned 811 for non-urgent health teletriage/telehealth
Telehealth
Telehealth is the delivery of health-related services and information via telecommunications technologies. Telehealth could be as simple as two health professionals discussing a case over the telephone or as sophisticated as doing robotic surgery between facilities at different ends of the...
services. In May 2008, the province of Quebec
Quebec
Quebec or is a province in east-central Canada. It is the only Canadian province with a predominantly French-speaking population and the only one whose sole official language is French at the provincial level....
announced the adoption of 811 for this purpose, followed by British Columbia
British Columbia
British Columbia is the westernmost of Canada's provinces and is known for its natural beauty, as reflected in its Latin motto, Splendor sine occasu . Its name was chosen by Queen Victoria in 1858...
in November 2008 and Nova Scotia
Nova Scotia
Nova Scotia is one of Canada's three Maritime provinces and is the most populous province in Atlantic Canada. The name of the province is Latin for "New Scotland," but "Nova Scotia" is the recognized, English-language name of the province. The provincial capital is Halifax. Nova Scotia is the...
in July 2009.
The use of 8-1-1 for "call before you dig" services was long established in California
California
California is a state located on the West Coast of the United States. It is by far the most populous U.S. state, and the third-largest by land area...
and Nevada
Nevada
Nevada is a state in the western, mountain west, and southwestern regions of the United States. With an area of and a population of about 2.7 million, it is the 7th-largest and 35th-most populous state. Over two-thirds of Nevada's people live in the Las Vegas metropolitan area, which contains its...
, through an organization known as Underground Service Alert
Underground Service Alert
Underground Service Alert is an non-profit mutual benefit organization that links the excavation community and the owners of underground lines. Underground Service Alert has two separate call centers for California: Underground Service Alert of Northern California and Underground Service Alert...
, before the FCC mandated its use for this purpose.
At one point in time, this number routed to 911 as a misdialed call, but this operation has long passed from use. It was designed so that when someone was in a crisis, they would not be panicked by having reached the wrong line. However, the reassignment of this code was required due to the scarcity of N11 numbers.