Telephony Migration
Customer FAQ
Impact on Report Intake (Hotline)
How does the sunsetting of the AT&T Direct Access Network impact my Telephone Report Intake?
AT&T has offered the Direct Access Network to customers for more than 20 years. This network allows callers to dial a country’s access code (specific to each country) which then allows callers to dial a US domestic toll-free number as if they are in the US. NAVEX has provisioned US 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 October, 2025) in favor of VoIP-supported dedicated lease lines going forward. They later approved an extension to Sept. 30, 2026, to give customers more time to transition to VoIP-supported dedicated leased lines from each individual country. However, just recently AT&T announced the discontinuation of a large number of countries from both the WWC/DA and ITFS services beginning June 26, 2026.
These dedicated leased lines do carry a monthly fee from the carrier, which NAVEX does pass through as part of our service pricing.
Why is AT&T sunsetting their Direct Access Network?
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).
Are U.S. domestic toll-free numbers affected?
For the most part, customers’ US domestic lines will not be impacted. However, there could be instances of impact for customers using DA/WWC or ITFS lines for their domestic contact lines. We are taking every precaution to mediate this concern, but there is a possibility for this to take place. Please monitor your domestic lines for impact.
Are OneConnect numbers impacted?
No, OneConnect lines are already supported by VoIP technology and will not be affected by the migration.
Options and Next Steps
What does this mean for my Telephone Report Intake (hotline)?
Since January 1, 2025, NAVEX has been unable to provision new hotline phone numbers utilizing AT&T’s Direct Access Network. AT&T had originally planned to begin discontinuing Direct Access Network services, along with ITFS and GIS line types, after September 30, 2026. However, AT&T has unexpectedly accelerated the timeline and will begin suspending these services and line types on June 26, 2026. To ensure continuity of voice hotline service for Incident Management customers currently utilizing these line types, NAVEX will proactively transition impacted services to our Click Connect service on June 24, 2026. As part of this transition, customer web-intake sites will be updated to place web-based voice calls to our Contact Center, replacing legacy impacted phone lines previously noted.
NAVEX will continue working with impacted customers to discuss any available alternative solutions, including costs, discounts, and related timelines should an available option better align with a customer’s preferences and requirements.
What are my options and next steps?
We have provided a list of those countries published on your NAVEX hosted website that will be impacted.
Step 1:
Please review the list of countries and confirm that you still have a presence with employees in those countries. If any of the countries listed are not needed, please let us know and we will remove those countries from your current configuration.
Step 2:
For any country you do need the ability to receive reports, please select either Web-Only service or OneConnect. Many customers with small numbers of employees in specific countries are opting to allow reporting via the web intake site only. This is the most cost-effective way to provide a reporting avenue for employees without paying subscription fees for dedicated leased lines. If you determine a phone reporting option is required, please select OneConnect as your preferred option.
NAVEX will review your selections and provide a quote for the dedicated lines as requested.
What does OneConnect offer that the DA/WWC solution doesn’t?
OneConnect delivers a more seamless caller experience by offering in-country hotline 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.
I see ITFS, GIS, and Collect numbers included in my list of impacted countries. How are these line types impacted?
International Toll-Free Service (ITFS) and current Global Inbound Service (GIS) configurations 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 connects 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.
What can customers expect during the transition?
We are committed to making this transition as smooth as possible for all impacted customers. Here is 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.
How does this impact my greetings?
NAVEX will take every precaution to preserve custom routing, options, and custom greetings. Some customers may see their greeting default to standard greetings. If this occurs, please reach out to your contact at NAVEX.
Service Changes
Does this mean we will have to change our internally published report intake numbers?
Unfortunately, yes. NAVEX understands this may require a significant change management process for our customers. To help with this, NAVEX will provide digital print-ready awareness materials with the new phone numbers at no cost to you. This will be included in the proposal we provide.
This is an unbudgeted expense we have not planned for. Can we wait until our next annual renewal period to address these changes?
No, there is significant risk that AT&T’s in-country local telecom partners may choose to stop supporting the AT&T Direct Access Network before the October 31st, 2026, deadline. Starting in Q4 of 2024, we noticed through our testing that some local in-country carriers had stopped supporting the Direct Access Network with or without notice. Upon learning of these cases, we began sending out notices for the countries where services were no longer available.
We suspect more in-country carriers will choose to stop allowing calls via the Direct Access Network in advance of the Oct 31st, 2026, deadline which would render your services unavailable and potentially without notice to NAVEX. We are monitoring the AT&T website to look for deletions to specific countries’ services. Our recommendation is to get out in front of this and secure your dedicated OneConnect lines at the earliest possible time to avoid loss of connectivity with or without notice.
A complete listing of the current Direct Access Country Codes may be reviewed on AT&T’s publicly available website.
I am paying NAVEX for a service and would expect that NAVEX will address these changes at no additional cost:
NAVEX relies on third-party telecommunications carriers for international toll-free connectivity to our contact centers. Although we provision phone numbers for our customers through our carriers, telephony connectivity is not part of NAVEX services. For more detail, please review our NAVEX Telephony Availability Report for our contractual disclosures which are present in all our customer agreements.
Will I be notified if other countries in my portfolio go down?
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.
Is it a legal requirement to have a phone reporting method to comply with any individual country’s laws or is reporting via a website sufficient?
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.
Alternative Solutions
Alternative Solutions
What other options do I have to avoid having to pay for OneConnect lines?
Click Connect is a browser-based line type that lets you instantly connect to the NAVEX Contact Center directly from a NAVEX-hosted web-reporting site. There is no app download required. It works by leveraging peer-to-peer connection protocols combined with proprietary scripting, Click Connect enables secure voice calls right from your browser using your device’s microphone and speaker. The solution uses encrypted protocols to ensure privacy and security.