CMS Pub. 100-09, ch. 6, § 30.6.5

CMS and MACs both play roles in managing the provider toll-free system. The PNS contractor

processes all change requests for the toll-free network, including adding or removing channels, office

moves, and routing changes. CMS may initiate changes based on telephone performance data and

traffic reports and reserves the right to make changes based on this information.

When a MAC needs to request a change to their telephone configuration they shall:

• Send change requests to the service reports mailbox at least 60 calendar days before the

requested effective date

• Include an analysis of its current telephone environment with detailed traffic reports

specific to the requested service

• Provide justification showing the need for the change for example, additional lines, trunk

group reconfiguration

MACs shall gather this information through its switch and toll-free carrier’s reports.

CMS will review the recommendation based on technical merit and availability of funds. If approved,

CMS will forward the approved requests to the designated agency representative for order issuance.

Even when circumstances don’t require immediate resolution, MACs shall submit change requests

timely. The 60-calendar day advance notice ensures all involved parties can review the request, ask

questions and receive answers, and resolve issues before implementation.