Telephony Migration

AT&T has offered the Direct Access Network to customers for more than 20 years.  This network allows callers to dial a country access code (specific to each country) which then allows callers to dial a U.S. domestic toll-free number as if they are in the U.S.  NAVEX has provisioned U.S. domestic toll-free numbers for our customers and provided them with AT&T’s access codes so through this 2-Step dialing process they can access the NAVEX contact center without paying for an international toll-free number.  

AT&T announced at the end of 2024 that they would be sunsetting their Direct Access Network (effective Oct. 1, 2025) in favor of VoIP supported dedicated leased lines going forward.  They later approved an extension to Oct. 31st, 2026, to give customers more time to transition to VoIP supported dedicated leased lines from each individual country. 

These dedicated leased lines do carry a monthly fee from the carrier, which NAVEX does pass through as part of our service pricing.

This transition reflects a broader industry trend, as carriers worldwide move away from traditional copper and wire-based systems to more advanced internet-based options. AT&T, along with many global telecom providers, is making a shift to modernize its network by retiring older technology in favor of newer, more flexible solutions like Voice over Internet Protocol (VoIP). 

You may already be familiar with services like Microsoft Teams or WhatsApp—these are everyday examples of how communication is now being delivered through the internet rather than older phone lines. Just as we’ve seen entertainment evolve from DVDs to streaming services, telecommunications are also evolving to offer improved performance and reliability.

No, U.S. domestic toll-free numbers have already transitioned to VoIP and are not affected by the upcoming changes.

No, OneConnect lines are already supported by VoIP technology and will not be affected by the migration.

OneConnect delivers a more seamless caller experience by offering in-country telephone numbers that are familiar and recognizable to local users. In contrast, the DA/WWC solution relies on AT&T’s network of publicly available Direct Access Codes, which connect callers to a U.S. toll-free number. While that method has worked well over the years, the dialing process may not be intuitive for everyone. Additionally, OneConnect generally provides broader coverage, especially with local and mobile carriers—though availability can vary by country.

International Toll-Free Service (ITFS) and Global Inbound Service (GIS) are also being sunset by AT&T as they are line types also delivered via traditional and aging technology. These line types have traditionally been leased for each specific country and carry existing subscription fees. If you are currently paying a subscription cost for these line types, we will swap those out for OneConnect phone numbers at no cost to you. 

Collect lines are US domestic phone numbers where an international call is connected with the assistance of an international operator and NAVEX will accept the charges. Although we have already converted these lines to VoIP technology, these international calls require the assistance of an international operator. Through our testing, we have determined that most countries around the world no longer provide international operator assistance rendering collect calls unavailable. To provide phone access going forward, NAVEX strongly recommends upgrading collect lines to OneConnect.

We are committed to making this transition as smooth as possible for all impacted customers. Here’s what you can expect:

• Personalized support: NAVEX will reach out to discuss alternative solutions for any impacted countries and help you find the best VoIP-supported options.
• Clear project timeline: We will provide a detailed timeline outlining key milestones to ensure a seamless migration with minimal disruption.
• Helpful resources: If applicable, we will share awareness materials to assist you in communicating any changes to your report intake options.
• Web intake site updates: NAVEX will update the Web Intake Site to reflect any changes to your report intake numbers, ensuring accurate and up-to-date information.

As we transition customers to our new report intake option, your current greetings will remain unchanged unless they are tied to older technology. In those cases, we’ll take the opportunity to migrate your greetings to our updated platform, which allows for easier maintenance and quicker updates in the future.

You’ll be kept informed throughout the implementation process, with clear communication on how your program is being transitioned.

Yes. As long as the current solution remains available through AT&T, NAVEX understands the importance of a smooth transition, so both your current and new report intake options will remain active for a minimum of 90 days from the time your new lines go live.

Yes. NAVEX will continue to send notifications as AT&T and in-country carriers phase out Direct Access codes. We audit AT&T’s Direct Access website monthly and maintain regular communication with AT&T to stay informed of changes. While we may not always receive immediate notice, NAVEX makes every effort to notify customers of service outages as quickly as possible.

Many of our customers have opted to provide a website-only reporting method for their employees and have found this option to be sufficient and effective. NAVEX does not provide legal advice and cannot provide a legal opinion on the applicable legislation specific to your organization. Additionally, individual customers may also have legal requirements specific to their company or industry that we would not be aware of. Our recommendation would be to verify any legal requirements with your internal legal team to determine if reporting via a hotline phone number may be required.