The Government of India on 5th Oct 2020 issued a revised set of guidelines(“Guidelines”) pertaining to the working of Other Service Providers(“OSP”). The said Guidelines are issued in order to reduce the burden of compliances for the industries and to facilitate Work from Home(“WFH”) and Work from Anywhere(“WFA”) policies.
In pursuance to the WFH and WFA policy, the facility of extended agent/remote agent position shall be permitted with the following conditions:
Further, the types of industries covered by the Guidelines have now been restricted to those who carry out voice-based Business Process Outsourcing(“BPO”) services which is an absolute change from the previous elaborative definition that included the full purview of IT-enabled services.
Furthermore, please note that there are certain general and special dispensations for OSP which are worth mentioning and shall be taken into consideration:
It is pertinent to mention that the Guidelines also elaborates the procedure for sharing of infrastructure between the international OSP and the domestic OSP’s by using the distributed architecture of EPABX and Closed User Group(“CUG”). It is to be noted that sharing of infrastructure by the domestic and international OSP are allowed likewise sharing the EPAXB of international and domestic OSP centre and PSTN lines for office use are permitted subject to the rule that the OSP shall prevent the bypass of the network of the authorized telecom service providers.
Further, OSP’s shall preserve the CDR’s for all the voice traffic carried out by using the distributed architecture of EPABX. Moreover, the OSP’s are now permitted to use the CUG facility for their internal communication requirements.
The entities which come under the ambit of the definition of OSP need to comply with a few security conditions and also ensure prevention of toll by-pass at a high level. Set-out below are the major security conditions which need to be complied with.
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