observed it

1. Call Centers www.mpt.gov.lb/call-centers.htm
Application, required documents
Application for call centers shall be submitted on the letter-head of the applicant company to
the Ministry of Telecommunications secretariat, along with the filled application form (i.e. cover
letter and application form) and the following documents:
1. Commercial memorandum (‫للشركة‬ ‫التجارية‬ ‫)اإلذاعة‬
2. Commercial register (‫ﺍﻝﺘﺠﺎﺭﻱ‬ ‫)ﺍﻝﺴﺠل‬
3. Company establishing contract (‫ﻝﻠﺸﺭﻜﺔ‬ ‫ﺍﻝﺘﺄﺴﻴﺴﻲ‬ ‫)ﺍﻝﻌﻘﺩ‬
4. Financial Disclaimer (‫ﻤﺎﻝﻴﺔ‬ ‫ﺫﻤﺔ‬ ‫)ﺒﺭﺍﺀﺓ‬
5. Company’s financial statement for the last 2 years (‫ﻝﻠﺸﺭﻜﺔ‬ ‫ﺴﻨﺘﻴﻥ‬ ‫ﺁﺨﺭ‬ ‫ﻋﻥ‬ ‫ﺍﻝﻤﺎﻝﻲ‬ ‫)ﺍﻝﺒﻴﺎﻥ‬
6. Certified copy of real estate lease or ownership
)‫ﺍﻝﻤﻠﻜﻴﺔ‬ ‫ﺴﻨﺩ‬ ‫ﻋﻥ‬ ‫ﻨﺴﺨﺔ‬ ‫ﺃﻭ‬ ‫ﹰ‬‫ﻻ‬‫ﺃﺼﻭ‬ ‫ﻤﺼﺩﻕ‬ ‫ﺍﻹﻴﺠﺎﺭ‬ ‫ﻋﻘﺩ‬ ‫ﻋﻥ‬ ‫ﻨﺴﺨﺔ‬(
7. Company owners ID, a copy (‫الشركة‬ ‫أصحاب‬ ‫ھوية‬ ‫عن‬ ‫)صورة‬
8. Address of the locations of the Lebanese end and foreign end where the
International Leased Line would terminate.
9. Required International Leased Line Bandwidth, with justification of Bandwidth
requirement.
10. Number of seats in the Call center, a minimum of 35 seats.
11. Schematic diagram of the Call center layout with complete equipment details,
technical specifications and configuration.
12. Name of the foreign clients (in case the company has not tied up with any
foreign client this can be provided later, before the start of the service).
13. Description of the nature of the business.
Application procedure
1. Application is to be submitted to the Secretariat of the Ministry of
Telecommunications, in the MoT central building at Riad El Solh, 3rd floor.
2. The MoT shall study the application and inform in writing the company of the
ministry’s decision within 15 days of the application registration date.
3. The dead line could be extended for another period of 15 days for technical or
other valid reasons.
4. An agreement is signed between MoT and the company.
5. Company will communicate with the General Directorate of Operations and
Maintenance, International Operations to fill the forms of International
bandwidth as stated in the application form.

2. Call Centers www.mpt.gov.lb/call-centers.htm
Technical and administrative clarifications
Call center network and systems (*)
• Detailed logical network diagram (e.g. Network architecture and design,
addressing scheme, …).
• Detailed physical network diagram (e.g. physical links, bandwidth, server role,
location of devices i.e. switches, routers, …).
• Detailed list of equipments and software (operating systems, applications) and
their interconnection.
Remote monitoring (*)
• System/applications software and licenses.
• Computer and communications equipments.
• Leased line capacity.
The above requirements shall allow the remote monitoring of the call center, including
but not limited to:
• A comprehensive view of the whole call center (VOIP PBX, ACD, recorder, IVR,
agent stations…) logical architecture regardless of site physical locations.
• A real time statistics monitoring of traffic flow and distribution, starting from
traffic arrival to traffic termination or overflow.
• A read-only access to the traffic routing and distribution configuration.
• Storing of real time statistics on storage medium located at the monitoring
facility.
• Generating of statistical reports based on time period, traffic distribution, traffic
flow…etc.
Training (**)
• Courses outline.
• Courses prerequisites.
Other requirements (**)
• Estimate volume and type of traffic (VOIP, data).
• List of the call center's clients and addresses.
• Description of the services provided by the call center to each of its clients.
• List of the call center's employees as well as their nationalities and positions.
• International points of presence (POPs) if applicable.
(*): indicates mandatory requirements in the stage of application analysis, and
before reaching an Agreement
(**): is mandatory but shall be provided on a later stage, after Agreement
signature, to the coordination committee

3. Call Centers www.mpt.gov.lb/call-centers.htm
Clarifications requested from the companies:
a. Clearance from the Ministry of Telecommunication - Department of Finance –
for the company's owners and authorized to sign,
b. If the company was newly established, a statement is required from the
Ministry of Finance that company holds no financial burdens,
c. A copy of the ID of the Authorized to sign,
d. The copies of the IDs of the Company owner/s and of the authorized to sign,
shall be clear and valid,
e. Description of the nature of offered services at the Call Center,
f. A copy of the real estate lease document, officially certified, or a copy of
ownership deed with a new official statement on the real estate. ‫ﻋﻘﺎﺭﻴﺔ‬ ‫ﺇﻓﺎﺩﺓ‬
g. The document on the names of customers is a detail of the statement in the
application form, where applicant should include the names of international
customers and their addresses,
The Original application shall be presented with proper binding and separation, along
with 12 photocopy of the original application, which should be also bind and separated
A 1000 LL stamp shall be put on the cover letter
Binding Note:
According to Circular No. 2 / 1 / ET dated July 21,2010 issued by the Ministry of
Economy and Trade, stating that foreign companies shall apply for an official
Statement that they comply with the law of the boycott of Israel issued on 06.23.1955,
annexation of this Statement is required to each application for the establishment
and operation of Call Centers in addition to the documents mentioned above.

4. Call Centers www.mpt.gov.lb/call-centers.htm