Section 1. Accounts Management and Compliance Services Overview

(1) This transmits a revised IRM 21.1.1, Accounts Management and Compliance Services Operations, Accounts Management and Compliance Services Overview.

(1) IRM 21.1.1.1 - Changed programs goals from paragraph format to a bullet list for ease of use. IPU 26U0347 issued 03-18-2026.

(2) IRM 21.1.1.1 - Added Live Chat to audience. Revised where to locate FY 2026 Accounts Management Program Letter and Operational Guidelines. IPU 26U0590 issued 06-02-2026.

(3) IRM 21.1.1.1 - Revised for improved reading efficiency.

(4) IRM 21.1.1.1.2 - Added paragraph with bullets for legislation, IRC and policy statements, paragraph explaining reasons for citing legislation as it applies to this IRM, and a paragraph citing the governing authority. Changes were made to meet internal control requirements and/or recommendations. IPU 26U0347 issued 03-18-2026.

(5) IRM 21.1.1.1.2 - Legislation named changed from One Big Beautiful Bill Act (OBBBA) to Working Families Tax Cuts (WFTC) in accordance with guidance from the Treasury Public Affairs Office.

(6) IRM 21.1.1.1.3 - Added paragraphs defining additional roles and responsibilities per recommended internal control; Taxpayer Services Chief oversees all policy related to this IRM, Accounts Management Policy and Program IMF (PPI) oversees the content and function as points of contact, managers and leads for ensuing taxpayer contacts are addressed and resolved timely, and IRM’s where additional information on roles and responsibilities are located. IPU 26U0347 issued 03-18-2026.

(7) IRM 21.1.1.3 - Revised paragraph (4) to strengthen language and increase understanding.

(8) IRM 21.1.1.1.4 - Added Program Reports with how they are used and accessed, added bullets for other review processes to Program Effectiveness, and added Annual Review with frequency and the role of the review. IPU 26U0347 issued 03-18-2026.

(9) IRM 21.1.1.4 - Revised Live Chat procedures to require employees to verify whether the taxpayer has an ID.me account and to provide referral instructions if the taxpayer does not have one. Added a bullet to require employees to document Live Chat interactions in the eGain system. IPU 26U0717 issued 07-21-2026.

(10) IRM 21.1.1.1.4 - Added purpose of reviews and analysis used to measure program effectiveness.

(11) IRM 21.1.1.1.5 - Added new paragraphs for each level of program oversight and how they apply to Program Controls per internal control requirements and/or recommendations. IPU 26U0347 issued 03-18-2026.

(12) IRM 21.1.1.1.6 - Changed bullet list of acronyms to table format for ease of use. IPU 26U0347 issued 03-18-2026.

(13) IRM 21.1.1.1.7 - Revised current and added additional resources to assist those utilizing this IRM section in responding to taxpayer inquiries. Added Taxpayer Bill of Rights to list of resources. IPU 26U0347 issued 03-18-2026.

(14) IRM 21.1.1.1.7 - Removed redundant language and revised for improved readability.

(15) IRM 21.1.1.2 - Added live chat for using SERP resources to improve quality and performance. IPU 26U0590 issued 06-02-2026.

(16) IRM 21.1.1.3 - Added live chat for CSR duties and taxpayer inquiry methods. Added new paragraph for calls regarding an international account issue and resources to provide caller per SERP feedback 39892. Added requirement to provide hours of operation and link per SERP feedback 38040. IPU 26U0590 issued 06-02-2026.

(17) IRM 21.1.1.3 - Added bullet to CSR duties to refer and provide contact information when topic is out-of-scope. Added BMF International Web Sites and Telephones number per SERP feedback 40696. Added bullet list to divide IMF and BMF contact information for ease of use.

(18) IRM 21.1.1.3.1(2) box 15 - Corrected AUR link from 21.3.1.6.42 to 21.3.1.6.41 per SERP feedback # 34903. IPU 25U3671 issued 11-17-2025.

(19) IRM 21.1.1.3.1(2) Rows 7 & 10 - Added verbiage for status 26 accounts per SERP feedback #35498. IPU 25U3752 issued 12-18-2025.

(20) IRM 21.1.1.3.1 - Added column to table for row numbers in paragraphs (2), (3), and (8) for ease of use and reference. IPU 26U0347 issued 03-18-2026.

(21) IRM 21.1.1.3.1 - Added a note with an IRM reference and link for payment issues involving a user fee. Revised Voice BOT procedures and capabilities per SERP feedback 36741. Added a reminder that employees must provide a transfer PIN when transferring a caller to Voice BOT per SERP feedback 36276. IPU 26U0590 issued 06-02-2026.

(22) IRM 21.1.1.3.1 - Added reminder with IRM and link for employees to use when working paper inventory per SERP feedback 40475. Updated IRM and title to respond to callers with Underreporter inquiries.

(23) IRM 21.1.1.4 - Rewrite of this section for ease of reading and to add in Live Chat information. IPU 25U3671 issued 11-17-2025.

(24) IRM 21.1.1.4 - Updated language based on feedback received from IRM improvement team. IPU 26U0486 issued 04-29-2026.

(25) IRM 21.1.1.4(2)(a) Note - Added language to advise against giving out personal information over the phone. IPU 25U3616 issued 10-02-2025.

(26) IRM 21.1.1.4(2) - Eliminated repeated language. IPU 25U3641 issued 10-09-2025.

(27) IRM 21.1.1.4(10)(b) - Corrected language due to paragraph shift from SERP feedback 34571. IPU 25U3641 issued 10-09-2025.

(28) IRM 21.1.1.4 (23)- Updated instructions for employees not trained on tax law inquiries. IPU 26U0348 issued 03-19-2026.

(29) IRM 21.1.1.4(26) - Updated information in paragraph 3 to include information from paragraph 26 for ease of reading, based on SERP Feedback 32341. IPU 25U3616 issued 10-02-2025.

(30) IRM 21.1.1.4 - Added column to table for row numbers in paragraph (2) for ease of use and reference. IPU 26U0347 issued 03-18-2026.

(31) IRM 21.1.1.4 - Revised bullet lists to instruct employees not to provide personal information to taxpayers and added email to the list per SERP feedback 36049. Added a note and link to The Source for telephone numbers to provide taxpayers when appropriate per SERP feedback 38301. Updated procedures to require employees to provide identification requirements to each caller per SERP feedback 35584 and 36558. Added a note and link to Telephone Numbers Frequently Requested by Taxpayers per SERP feedback 35343. Revised procedures for unauthorized callers per SERP feedback 40277. Added "Language Other Than English or Spanish" to the bullet list for situations when employees cannot complete or obtain oral disclosure consent per SERP feedback 37197. Revised procedures for no response from the caller to require employees to follow dropped-call procedures per SERP feedback 40306. IPU 26U0590 issued 06-02-2026.

(32) IRM 21.1.1.4 - Changed term from contact code to category code. IPU 26U0739 issued 07-31-2026.

(33) IRM 21.1.1.4 - Added reminder with IRM and link for ACS employees to follow. Split note in paragraph (15) into a note and an exception to clarify when an exception to the note occurs per SERP feedback 40739.

(34) IRM 21.1.1.4.1 - Created new subsection for ease of reading. IPU 25U3671 issued 11-17-2025.

(35) IRM 21.1.1.4.1 - Added reminder with IRM and link for ACS employees to follow. Added a reminder that taxpayers cannot record out-bound calls. Added new paragraph with procedures when making an outgoing call and the taxpayer is using an AI screening service per SERP feedback 40349.

(36) IRM 21.1.1.5(1) & (3)(f) chart - Updated OPI services information based on change of service to new company. Updated phone number to current vendor. IPU 25U3616 issued 10-02-2025.

(37) IRM 21.1.1.5 - Corrected toll-free phone number, edited visual on chart, used bold font on key word on chart, and added BMF IRM reference for BMF international. IPU 25U3641 issued 10-09-2025.

(38) IRM 21.1.1.5 - Changed verbiage to align with the new contracting services. IPU 25U3752 issued 12-18-2025.

(39) IRM 21.1.1.5 - Changed to align with EO 14224. IPU 26U0486 issued 04-29-2026.

(40) IRM 21.1.1.5 - Added a reminder that responses from interpreter are the same as receiving responses from the taxpayer per SERP feedback 39985. IPU 26U0590 issued 06-02-2026.

(41) IRM 21.1.1.5 - Added reminder with IRM and link for ACS employees to follow.

(42) IRM 21.1.1.8.1 - Updated name of section and content based on changes. IPU 26U0486 issued 04-29-2026.

(43) IRM 21.1.1.8.1 - Added note that pre-recorded messages includes those stating the call is being transcribed per SERP feedback 36649 and 39671. IPU 26U0590 issued 06-02-2026.

(44) IRM 21.1.1.8.1 - Added to state the IRS is unable to accept calls utilizing AI and will be terminated per SERP feedback 40841.

(45) IRM 21.1.1.8.2 - Added that a caller is present, but the employee is unable to understand caller. Added that can’t hear caller does not include "dead air" . Added that a dropped call can also be "dead air" when first connected and no response.

(46) IRM 21.1.1.9 - Updated title Automated Collection Services to Automated Collection System.

(47) Exhibit 21.1.1-1 - Added verbiage for the Trump Accounts for children Form 4547. IPU 25U3752 issued 12-18-2025.

(48) Exhibit 21.1.1-1 - Added verbiage for Schedule 1-A, and removed requirement to answer questions for Clean Vehicle credit using FAQ’s. IPU 26U0348 issued 03-19-2026.

(49) Exhibit 21.1.1-1 - Removed specific paragraph-cited references as no longer applicable. IPU 26U0590 issued 06-02-2026.

(50) Exhibit 21.1.1-2 - Added verbiage for the Trump Accounts for children Form 4547. IPU 25U3752 issued 12-18-2025.

(51) Exhibit 21.1.1-2 - Updated Exhibit for Communication Skills - General per SERP feedback #41500. IPU 26U0717 issued 07-21-2026.

(52) Various editorial and grammatical corrections throughout. IPU 25U3671 issued 11-17-2025.

(53) IRM 21.1.1 - Editorial changes have been made throughout the IRM for clarity. Reviewed and updated plain language, grammar, web addresses, IRM references, and legal references. IPU 25U3616 issued 10-02-2025.

(54) IRM 21.1.1 - Artificial Intelligence (AI) tools were used to make editorial changes including plain language revisions, correcting punctuation and grammar, and adhering to IRM style format. IPU 26U0590 issued 06-02-2026.

(55) Editorial changes were made throughout the IRM for clarity and IRM improvement. Reviewed and updated plain language, grammar, web addresses, IRM references, and legal references.

LuCinda ComegysDirector, Accounts ManagementTaxpayer Services

This IRM provides a general overview of the program, policy, or process in the first subsection, and include:

Purpose: Taxpayer Services (TS) and Small Business/Self Employed (SB/SE) Business Operating Divisions (BODs) handle taxpayer contacts by:

Providing general tax-related information,

Providing information on the status of taxpayer returns/refunds/accounts, and

Adjusting taxpayer accounts, when proper.

Audience: The primary users of this IRM are IRS employees in areas who are in contact with taxpayers by telephone, correspondence, in person or Live Chat.

Policy Owner: The policy owner of this IRM is the Director of Accounts Management

Program Owner: The program owners of this IRM is Taxpayer Services, Customer Account Services, Accounts Management, Policy and Procedures IMF (PPI) Individual Adjustments.

Primary Stakeholders: The primary stakeholders are organizations with responsibilities outlined in this IRM and are divided into three subordinate units:

Customer Assistance, Relationships, and Education (CARE)

Customer Account Services (CAS)

Compliance

Program Goals: The program goals for this type of work are:

Strive to keep integrity, quality and excellence in the service provided to our telephone, Live Chat and face-to-face customers

Achieve a high customer service accuracy rate within each Specialized Product Review Group (SPRG)

Continuously assess program vulnerabilities and identify opportunities for improvement

Communicate effectively with customers and all stakeholders

This IRM is the official source for customer service representatives in performance of daily duties. Interim guidance procedures may be used to provide updates to the current procedures outlined in this IRM. Employees responding to taxpayer inquiries and phone calls, the processing of claims and other internal adjustment requests use this IRM as a primary source.

The authorities for this IRM are found in IRM 1.2.1.2, Policy Statements for Organization, Finance and Management Activities, and includes:

IRS Restructuring and Reform Act (RRA 98) Section 3705(a), enacted on July 22, 1998

Tax Cuts and Jobs Act (TCJA) (Public Law 115-97), enacted on December 22, 2017

The Coronavirus Aid, Relief, and Economic Security (CARES) Act, enacted on March 27, 2020

The American Rescue Plan Act of 2021, enacted on March 11, 2021

Working Families Tax Cuts, enacted on July 4, 2025

IRC 7801, Authority of Department of the Treasury

IRC 7805, Rules and Regulations

Policy Statement 5-2, Collecting Principles

Policy Statement 10-2, Privacy First: Protecting Privacy and Safeguarding Confidential Tax Information

Policy Statement 21-1, Service Commitment to Taxpayers Service Program

Policy Statement 21-2, The public impact of clarity, consistency, and impartiality in dealing with tax problems must be given high priority

Policy Statement 21-3, Timeliness and Quality of Taxpayer Correspondence

Policy Statement 21-4, One-stop service defined

Policy Statement 21-5, Assistance furnished to taxpayers in the correction of accounts

Policy Statement 21-6, Monitoring Employee Contacts with Taxpayers

The IRM cites specific pieces of legislation when the information is relevant to the taxpayer correspondence or is useful for the employee’s greater understanding of the matter at hand.

Authority granted by the United States Code (USC), Title 26, Internal Revenue Code, Subtitle A, Income Taxes.

The Taxpayer Services Chief oversees all policy related to this IRM, which is published on an annual basis.

The Accounts Management Director oversees the instructions to employees contained in the IRM content.

Accounts Management Policy and Program IMF (PPI) oversee the content in this IRM and function as points of contact for all Accounts Management sites.

Managers and leads must ensure employees comply with the guidance and procedures in this IRM to address and timely resolve taxpayer contacts.

Accounts Management employees handle taxpayer contacts by answering tax law/account inquiries and adjusting tax accounts. In addition, employees are responsible for providing taxpayers with information on the status of their returns/refunds, and for resolving the majority of issues and questions to settle their accounts.

Compliance Services employees handle taxpayer contacts by providing support services to the Compliance organization, including Automated Collection System (ACS), Automated Underreporter (AUR), Installment Agreements, and multiple other programs.

Taxpayer Correspondence Services (TCS), in Media and Publication is the Enterprise point of contact when a significant volume of erroneous correspondence is issued to taxpayers or when there is a risk of issuing considerable volumes of erroneous correspondence. It is the responsibility of all IRS employees to report erroneous correspondence as soon as possible to the OTC.

Field Assistance (FA) employees handle taxpayer contacts by providing personal help to answer tax law questions and resolve account issues. Help includes multilingual interpreter services, proof of receipt of tax returns, and various other services.

Additional information is found in IRM 1.1.13.6.3, Accounts Management, and IRM 21.1.1, Accounts Management and Compliance Services Overview.

Program Reports: The program reports provided in this IRM are for identification purposes for the Accounts Management Contact Representatives (CRs) and Tax Examiners (TEs). For reports concerning quality, inventory, and aged listings, refer to IRM 1.4.16, Accounts Management Guide for Managers. Aged listings can also be viewed by accessing Control Data Analysis, Project PCD, from the Control-D/Web Access server, which has a login program control.

Program Effectiveness: Program Effectiveness is measured and controlled through the following:

National Quality Review System (NQRS)

Centralized Evaluative Review (CER)

Managerial reviews

Quarterly reviews conducted by Accounts Management Policy and Program IMF (PPI) Individual Adjustments

Annual Review: The processes included in this IRM are reviewed annually to ensure accuracy and promote consistent tax administration.

Federal Managers Financial Integrity Act (FMFIA) of 1982 requires federal agency executives periodically review and annually report on the agency’s internal control systems.

The Government Accountability Office (GAO) sets forth the standards for an effective Internal Control in the Federal Government.

Program Controls: Quality data and guidelines for measurement are referenced in IRM 21.10.1, Embedded Quality (EQ) for Accounts Management, Campus Compliance, Tax Exempt/Government Entities, Return Integrity and Compliance Services (RICS) and Electronic Products and Services Support. The Embedded Quality Review Program (EQRS) is the system used by Accounts Management for reviewing employees’ work quality. The Quality Review process provides a method to monitor, measure, and improve the quality of work. Quality Review data is used to provide quality statistics for the Service’s Business Results section of the Balanced Measures, and/or to identify trends, problem areas, training needs, and opportunities for improvement.

Centralized Quality Review System (CQRS) is operated by the Joint Operations Center (JOC) to provide independent quality review services for a number of product lines.

Accounts Management Policy and Procedures IMF (PPI), Individual Adjustments conduct operational quality reviews. Local quality reviews are used for employee development and on-the-job instruction. The Accounts Management function may also request that local quality reviews be performed on processes not subject to the national quality review. Managerial reviews, prepared on EQRS, measure employee performance.

Quality Review data is used by management to provide a basis for measuring and improving program effectiveness by identifying:

Defect(s) resulting from site or systemic action(s) or inaction(s),

Driver(s) of customer accuracy,

Reason(s) for defect occurrence,

Defect trends,

Recommendation(s) for corrective action, and

Training needs.

See the table below for a list of acronyms commonly used throughout this IRM:

Acronym

Definition

AMS

Account Management Services

BMF

Business Master File

BOD

Business Operating Division

CARE

Customer Assistance, Relationships and Education

CAS

Customer Account Services

CII

Correspondence Imaging Inventory

CSR

Customer Service Representative

FA

Field Assistance

FOIA

Freedom of Information Act

IMF

Individual Master File

ITLA

Interactive Tax Law Assistant

OOS

Out-of-Scope

PIN

Personal Identification Number

PPS

Practitioner Priority Service

PSTN

Public Switch Telephone Network

SEID

Standard Employee Identifier

SERP

Servicewide Electronic Research Program

TAC

Taxpayer Assistance Center

TCJA

Tax Cuts and Jobs Act

TIN

Taxpayer Identification Number

TTG

Telephone Transfer Guide

UCCE

Unified Contact Center Enterprise

TS

Taxpayer Services

For a comprehensive listing of any IRS acronyms, refer to the Acronyms Database.

Refer to IRM 1.4.2.1.8, Related Resources, for information on related resources that impact internal controls.

Related resources for this IRM include (list is not all inclusive):

Telephone Transfer Guide (TTG)

Interactive Tax Law Assistant (ITLA)

Integrated Automation Technologies (IAT)

Servicewide Electronic Research Program (SERP)

IRM 21, Customer Account Services, (refer to the table of contents for a list of available sections)

IRM 5, Collecting Process

IRM 20.1, Penalty Handbook

IRM 20.2, Interest

Document 6209, IRS Processing Codes and Information

Technical Communication Documents (TCDs)

CCJA - IDRS Command Code Job Aid

Correspondex Letters

The Taxpayer Bill of Rights (TBOR) lists rights currently in existence in the tax code, putting them in simple language and grouping them into 10 fundamental rights. Employees are responsible for being familiar with and acting in accord with taxpayer rights.

IRC 7803(a)(3), Execution of Duties in Accord with Taxpayer Rights.

For additional information about the TBOR, see Taxpayer Bill of Rights.

All functional areas of the IRS are committed to achieving excellence in the service provided to all taxpayers. Customer Service Representatives (CSRs) are trained to communicate with taxpayers and to be knowledgeable of tax law and related IRS operational procedures. CSRs must help taxpayers, practitioners and other third parties, in a manner that warrants the highest degree of public confidence.

The IRS does not tolerate discriminatory treatment of taxpayers by its employees in any programs or activities supported by the Service. No taxpayer is to be subjected to discrimination in education programs or activities based on sex, race, color, national origin, disability, reprisal, religion, or age.

To ensure quality service for our customers, all work performed by CSRs is subject to review. Work is reviewed by:

Centralized Quality Review System (CQRS)

Program Analysis System (PAS)

Centralized Evaluative Review (CER)

Frontline Managers or their designees

Managers, or qualified designees, will share evaluative and non-evaluative reviews with CSRs. While sharing the review, managers will provide feedback to identify successes and opportunities for improvement:

The feedback must be clear, specific and provide examples or resources that support corrective actions to eliminate a future error, mistake, or defect.

CSRs must be open to receiving and applying feedback to improving quality and performance.

To ensure understanding of the feedback, the CSR will be given the opportunity to:- discuss the feedback and review the resources provided,- request more support or technical advice if further clarification is needed, and- confirm an understanding of corrective actions that must be taken to eliminate future errors.

Employee must use the Servicewide Electronic Research Program (SERP) resources while working telephone contacts, live chat and paper cases to improve quality and performance:

Internal Revenue Manual (IRM) procedures

SERP Research Portals

Technical Communication Documents (TCDs)

SERP Job Aids

A CSR (referred to throughout this section) includes, but is not limited to, the following named positions:

Contact Representative

Individual Taxpayer Advisory Specialist (ITAS)

Office Collection Representative (OCR)

Senior Taxpayer Advisory Specialist (STAS)

Tax Account Representative (TAR)

Tax Examiner (TE)

Tax Law Specialist (TLS)

Tax Specialist (TS)

Tax Technician (TT)

Taxpayer Service Representative (TSR)

All employees assigned to Accounts Management, Field Assistance and Compliance Services are considered CSRs.

The duties of a CSR are varied. Many hours are spent on the telephone, live chat, working paper cases, or helping taxpayers at a TAC counter. Paper cases include both incoming taxpayer correspondence and internally generated cases.

The duties of a CSR may include, but are not limited to:

Adjusting tax return accounts

Answering tax law questions

Helping taxpayers directly or by transferring to the correct application using the Telephone Transfer Guide

Referring and providing contact information when topic is out-of-scope (OOS)

Preparing substitute returns

Proposing more assessments

Securing delinquent returns

Resolving delinquent accounts

Responding to correspondence

Providing functional support (i.e., other duties as assigned)

Making appointments for Taxpayer Assistance Centers (TACs)

Referring taxpayers to Low Income Tax Clinics (LITCs)

Taxpayer inquiries include telephone calls, live chat, correspondence, and personal contacts about:

Accounts

Notices and letters

Payments

Refunds

Requests for forms, publications, and public use documents, including alternative media, i.e., Braille (BR) and large print (LP)

Requests for installment agreements and direct debit agreements

Requests for payroll deduction authorizations

Requests for tax account adjustments

Requests for transcripts of accounts and account information

Tax law

Requests for addresses to mail returns, payments, and/or correspondence

For callers using private delivery services (PDS), provide the Submission Processing (SP) campus street addresses. The only PDS designated by the IRS are DHL Express (DHL), Federal Express (FEDEX), and United Parcel Service (UPS). PDS cannot deliver items to P.O. Boxes. The SP campus street addresses are located on SERP (under the Who/Where tab) in the Post of Duty (POD) List. The above list is not all inclusive.

Tax law assistance includes responding to inquiries about:

If income is taxable

Questions about In Home Health Care (IHHS) or In Home Support Services (IHSS) payments for individuals are considered income calls.

If the taxpayer is eligible for a tax benefit (taxpayer identification number (TIN)/income requirements, time frame for eligibility, etc.) and

If an expense (or loss) is deductible.

This includes advising the taxpayer of the correct forms for reporting requirements.

See IRM 21.1.1.3.2, Out of Scope and Limited Service, for information about the services CAS Accounts Management does not provide.

Calls regarding any international issue(s) in Exhibit 21.1.1-1, Out-of-Scope Topics and Forms, cannot be transferred. Advise the caller you cannot assist with the issue and direct the caller to the appropriate toll-free number below.

IMF International follow IRM 21.8.1.2.3(5), Web Sites and Telephone Numbers, to provide the caller with the contact number and hours of operation.

BMF International follow IRM 21.8.2.2.3(4), Web Sites and Telephone Numbers, to provide the caller with the contact number and hours of operation.

Field Assistance representatives refer to IRM 21.3.4.9, Tax Law Assistance, for overall guidance on responding to tax law inquiries and IRM 21.3.4.9.2.2, Out-of-Scope Tax Law Referrals, to determine if the question is considered in-scope or out-of-scope.

Field Assistance (FA) has implemented the FA Appointment Services in Taxpayer Assistance Centers (TACs). AM employees answer these calls on a designated toll-free line, and schedule appointments only after trying to resolve the issue (if certified or trained) and offering other alternatives (self-help) to the taxpayer. If the taxpayer refuses to have the issue resolved over the phone and would like an appointment, transfer to App 55/56, transfer numbers 1055/1056. See IRM 21.1.3.2.5, Initial Authentication Transfer Procedures/Transfer PIN. Also, provide the taxpayer with the toll-free number (844-545-5640) and Hours of Operation.

AM employees NOT staffing the TAC appointment line must attempt to resolve the taxpayer’s issue before transferring to App 55/56, transfer numbers 1055/1056.

TAC offices are now operating under appointment only. For special circumstances and instances when no appointments are required, see IRM 21.3.4.2.3.5.2, Appointment Considerations.

For taxpayers who cannot call the toll-free number, the employee must transfer to the correct agent group, (e.g., international callers that require help on non-toll-free applications).

Target the taxpayer’s question (determine why the taxpayer is requesting the appointment)

Authenticate

Access IDRS, if trained in the topic

Work the issue (i.e., provide Account Transcripts, address balance issues, answer questions, etc.)

If the issue cannot be handled over the phone, offer alternative options, information or services (e.g., IRS.gov), if available

If taxpayer must go to a TAC for face-to-face help, refer to IRM 21.3.4.2.3.5, Accounts Management Procedures for Appointment Services, for further procedures.

AM does not answer out-of-scope (OOS) tax law questions. Topics listed in the TTG (as well as those listed in Exhibit 21.1.1-1, Out-of-Scope Topics and Forms) under extension 3013 and 3014 are OOS tax law topics. DO NOT TRANSFER THESE CALLS. Taxpayers must be referred to the self-help options on OOS tax law questions. See Exhibit 21.1.1-2, Out-of-Scope Communications, for further instructions.

As of April 19, 2021, Accounts Management (AM) does not negotiate payments on balance due accounts (can’t pay, won’t pay, will pay later) or setting demand dates for missing/unfiled returns or placing accounts in Currently Not Collectible (CNC). A request for basic account information must be considered an account related issue. Do not transfer callers or reroute cases if the only reason for the contact is to request transcripts, correct math errors, locate missing payments or request return status. The AM CSR will continue to respond to questions on balance due accounts as it relates to below:

Account Management (AM) employees assigned to the NTA toll free intake application are directed to follow the guidance in IRM 13.3.1, National Taxpayer Advocate Toll-Free Program - NTA Toll-Free Procedures.

This list is not all inclusive.

Math Errors

Penalty Abatements

Payment Tracers

Payoff Amount/Balance on account

Missing Returns (e.g., information on which returns are missing, request for wage and income information, address to send return, etc.)

Transcript Requests

Exam/AUR Assessments

When working paper inventory, employees should refer to IRM 21.3.3.4.8, Taxpayer Inquires and Complaints.

When responding to balance due issues as described above, you must access and research the account and address all non-collection account issues. See chart below for examples.

For joint filers, review information contained in IRM 21.6.8.3, Split Spousal Assessments - Disclosing Taxpayer Data.

The IRS uses qualified collections contractors and Private Debt collection agencies (PDC), see IRM 5.19.1.5.20.2.1, Private Debt Collection Account Identification.

This chart is not all inclusive.

ROW

IF

THEN

1

The account contains a math error

Adjust/correct the math error on the account. See IRM 21.5.4, General Math Error Procedures.

2

The caller requests a hold on the account(s)

Place hold on the account per IRM 21.5.2.4.8.2, Suppressing Balance Due Notices.

If the account is in status 22/24 or 26 and the caller is requesting a hold or STAUP on the account, transfer the call per specific guidance in paragraph (7) below for status 26 or paragraph (8) below for status 22 and 24. For accounts in status 23 (below tolerance), please see IRM 21.5.2.4.8.3, Clearance Tolerances.

3

The caller requests a penalty abatement or abatement of any type (e.g., first time abate, reasonable cause abate, etc.)

Use Reasonable Cause Assistant (RCA) for penalty abatement request per IRM 21.2.2.4.5.1, Reasonable Cause Assistant (RCA).- Requests for any penalty abatement (including penalty appeals, and first time abatement requests) in status 22 must be addressed by Automated Collection System Support (ACSS). Use the following link for ACSS mailing address information: ACS Support and Status 22 Liaisons. Once on site, populate information on the left hand side using drop-down menu (i.e., BOD, STATE, and is TAS involved) then press submit. This will return information (such as address and any other information available) specific for the taxpayer. For cases in Status 26, see paragraph (7) below.- Penalty Abatement requests such as Civil Penalties and Exempt Organizations (EO) will be routed to the correct area that assessed the penalty. See Exhibit 20.1.1-4, Penalty Reference Numbers (500 Series), or Exhibit 20.1.1-5, Penalty Reference Numbers (600 Series), for Civil Penalty reference numbers and descriptions. Penalty request from Form 5471, Information Return of U.S. Persons with Respect to Certain Foreign Corporations, and Form 5472, Information Return of a Foreign Owned Corporation, see the exception in IRM 21.3.3.4.8.2(4), Campus Collection Function Correspondence/Inquiry/Notice.

4

If the caller verbally states they have filed bankruptcy, regardless of bankruptcy indicators on the account

Follow the guidance in paragraph (8) below to transfer the caller to collections for resolution.

If the taxpayer is calling about an action that is within the AM purview as mentioned above in paragraph 1 (i.e., sending an account transcript, correcting a math error, looking for the status of a claim, etc.), and there are nobankruptcy indicators on the account, make an attempt to assist the taxpayer with their request.

5

The caller requests information on missing or delinquent return(s)

Provide information on which return(s) are missing, the address where to send return, wage, and income information as needed, etc. If the caller is a third party, review the guidance in IRM 21.1.3.3(2), Third-Party (POA/TIA/F706) Authentication. Ensure you read all of this paragraph including the cautions, note and reminders.

6

The caller requests transcripts

Issue transcript for verbal transcript requests see IRM 21.1.3.2.3(8), Required Taxpayer Authentication.

7

The issue involves payment information, payment tracer or misapplied payment(s)

For accounts in status 26: a payment tracer, and/or research to find misapplied payments can be performed, but if a payment needs to be moved in or out of a status 26 account, transfer the caller per specific guidance in paragraph (7) below

Research and correct payment(s) on account per IRM 21.5.7.4, Resolving Missing Payments Procedures, and IRM 21.5.7, Payment Tracers.

If the inquiry is related to a trace or misapplication of payments intended for a user fee module, refer to IRM 21.5.7.4.3, Payment Tracers with Collection Issues.

8

The caller requests an IA status

Provide status of IA (default/current).

If the account is in good standing (status 60) and the caller is not requesting a payment change, skip payment or a date change, the caller does not need to be transferred.

9

The caller requests information on return/amended return filed

Research the account and provide information on return/amended return filed.

10

The caller requests balance due/payoff amount to pay full balance nowException: For accounts in status 22/23 and 53: Transfer the caller to collections (ACS) per the specific guidance in paragraph (8) below.For accounts in status 26: Transfer the caller per specific guidance in paragraph (7) below

Provide payoff using CC INTST, the AMS Full Pay Calculator, the IAT Compliance Suite Payment Calculator, or CC COMPA according to the method of payment (see paragraph (3) below)

For restricted interest computation, refer to the IRM 20.2.1.4 , Normal and Restricted Interest, IRM 20.1.4.2, Manual Calculation of Interest, and IRM 21.5.6.4, Freeze Code Procedures.

Ask the taxpayer if there is any recent payment(s) potentially affecting their account balance. Reduce the payoff amount by anticipated credits not yet pending on IDRS.

Input a STAUP if needed, refer to IRM 21.5.2.4.8.2, Suppressing Balance Due Notices, for further information.

Enter the pay date and amount on AMS comments or CC ENMOD, if no access AMS.

Advise the caller there may be other factors that can impact the account balance (e.g., unpaid IA user fee, payment sent in that has not been applied yet, etc.), that are not reflected in the payoff amount.

11

The caller requests balance due/payoff amount to pay off balance in future regardless of status on account

Remind the caller about self-help methods (i.e., IMF Voice BOT, Online Payment Agreement (OPA)) and electronic payment methods. See paragraphs (5) and (6) for further details.

12

The caller requests information about where and how to send payments

Probe the taxpayer to determine which payment method they would prefer (i.e., mail in payment, electronic payment, etc.)

Remind the caller about self-help methods (i.e., Online Payment Agreement (OPA) electronic payment methods, IMF Voice BOT see paragraph (5) below for details concerning IMF Voice BOT, etc.), even if the taxpayer prefers a payment method other than self-help options.

Based on method the taxpayer intends to use to submit payment, advise as follows:

For payments to be mailed in, provide the caller with address to mail payments and information on how to annotate the check. See IRM 5.19.1.2.7.1, Taxpayer Responsibilities - When Submitting Payments by Check or Money Order.

For electronic payments: see IRM 21.2.1.47, Electronic Federal Tax Payment Systems (EFTPS), IRM 21.2.1.48, Electronic Payment Options for Individuals and Business e-File Users and IRM 21.2.1.57, Online Payment Agreement (OPA) for IMF Debts.

13

The caller requests a formal payment agreement (i.e. installment agreement, extension to pay, etc.)

Transfer the call per specific guidance in paragraph (8) below.

14

The caller requests information on an Examination audit

Provide the caller with information requested, per IRM 21.5.10, Examination Issues.

15

The caller requests information on an AUR assessment

Provide the caller with information requested, see IRM 21.3.1.6.41.1, Responding to Individual Master File (IMF) Underreporter Telephone Inquiries.

16

The caller requests account information and has previously submitted an offer in compromise (OIC)

Provide the caller with information, see IRM 21.5.6.4.50, -Y Freeze.

If the account contains a TC 481 and no -Y freeze, this can mean a rejected offer. If so, transfer the call per specific guidance in paragraph (8) below.

17

The caller believes they are a victim of identity theft

Provide information as outlined in IRM 25.23.12.2, Identity Theft Telephone General, and IRM 25.23.12.4.7, Identity Theft Balance Due Issues.

18

The caller requests a hold from SFR/6020(b) to send in missing returns

After providing services as outlined above, transfer the caller per specific guidance in paragraph (8) below.

19

The caller requests a change or update to existing IA

Transfer the caller per specific guidance in paragraph (8) below.

20

The caller is calling to verify the identity of a Revenue Officer (RO) as an IRS employee

Advise the taxpayer the IRS has a system in place to verify the RO’s identity as an IRS employee

Inform the taxpayer you will transfer them to the Physical Security Office who will ask for the RO’s 10-digit identification number to verify their identity, and

Transfer the call to UCCE extension 3285 or direct dial via Finesse 413285.

21

The account is in status 22 or 03 AND contains a TC 971 AC 470

Transfer the caller App 1138/1139.

These are Special Compliance Personnel (SCP) calls and can be worked by SCP employees at those extensions. See IRM 5.19.1.3.4.3.7(1) - (3), Special Compliance Personnel (SCP) Calls, for more information.

For balance due/payoff requests, compute payoff according to the method of payment as follows:

Row

Method

Action

1

Taxpayer will mail in their payment or take their payment to TAC Office

Advise the taxpayer that an appointment is needed for cash payments. If the taxpayer does not have an appointment, provide the information below, then transfer the call per specific guidance in paragraph (8). An appointment is NOT needed for non-cash payments.

Probe the taxpayer to obtain the specific date the taxpayer will be bringing their payment to the TAC office.

Compute the payoff to ten days from the anticipated payment date (for mail).

Compute payoff on the same day payment is received (in person)

Advise the taxpayer to notate all payments with the following:

Make the check or money order payable to "United States Treasury" .

The taxpayer’s name and address.

The SSN or EIN (specify the primary TIN on the account).

Daytime telephone number.

Tax form(s) to which the payment applies.

Tax period(s) to which the payment applies.

2

For debit/credit card or IRS Direct Pay payments

Compute the payoff to the date the taxpayer says they will authorize the payment.

3

For VanillaDirect payments

Compute the payoff to three business days from the anticipated payment date. See IRM 21.2.1.60.1, Responding to IRS VanillaDirect Inquiries, for more information.

4

For payments made via EFTPS

Compute the payoff amount to the date the payment is requested by the taxpayer unless requested after 8:00 PM EST; if so, use the next day.

Advise the caller there may be other factors that can impact the account balance, (e.g., unpaid IA user fee, continued interest accrual ,payment sent in that has not been applied yet ), that are not reflected in the payoff amount.

You must address all account issues prior to transferring the call.

After addressing all account issues, if the account still has a balance due (including a request for unassessed or pre-assessed agreement) or a missing return in TDI status 02 or 03 (that will not be resolved by the AM action taken), then take the following actions:IMF taxpayers in notice status accounts only seeking to make a one-time payment OR receive clarification on a notice, transfer the caller to an automated Voice BOT.

The Voice BOT can provide information on how to make a one-time payment or Notice Clarification The Voice BOT cannot establish any type of installment agreement and cannot make any changes on existing installment agreements. If the caller is requesting an installment agreement or change to existing agreement, transfer the call per guidance in paragraph (8) below.

When transferring a call to the Voice BOT a transfer PIN is required per IRM 21.1.3.2.5, Initial Authentication Transfer Procedures/Transfer PIN.

3501 One-time payment English

3502 One-time payment Spanish

3503 Notice Clarification English

3504 Notice Clarification Spanish

If the taxpayer refuses the transfer to the automated system (Voice BOT), including PPS, BMF, International and ACS status accounts, transfer using the Telephone Transfer Guide.

If the action taken by AM will resolve the balance due once the action posts, advise the taxpayer they will receive a notice showing the resolution.

For issues concerning balance due, ask the caller if they attempted to use the Online Payment Agreement (OPA) application on www.irs.gov. Advise the caller of the benefits for the self-help method (i.e., no wait time, reduced fees, available balances). If the caller does not have internet access, has difficulty in establishing or cannot establish an IRS online services account, or does not want to use the self-help method, refer to paragraph (8) below.

For cases assigned to an RO (status 26), direct the caller to the telephone number listed on the notice.

If the caller does not have the notice available, see IRM 5.19.1.3.2.4, Revenue Office (RO) Assignment, for more information.

Follow specific product lines IRM procedures when referring balance due and/or TDI issues. See the table below:

For Taxpayer Information Authorization (TIA) (Form 8821, Taxpayer Information Authorization) callers, refer to IRM 5.19.1.2.3.1, Instructions for Form 8821, Taxpayer Information Authorization.

Row

Product Lines

Reference

1

Practitioner Priority Service (PPS)

IRM 21.3.10.5, Transfers and/or Referrals

2

Taxpayer Protection Program (TPP)

IRM 25.25.6.3, TPP Basic Authentication and Research, ANDIRM 25.25.6.5, Responding to the Taxpayer and Case Resolution for the Taxpayer Protection Program (TPP) Telephone Assistance Center (TAC) Assistors

3

TAC Appointment Service

IRM 21.3.4.2.3.5.1, Addressing, Targeting and Resolving Issues Without an Appointment

4

IMF International

IRM 21.8.1.2.3, Websites and Telephone Numbers

5

BMF International

IRM 21.8.2.2.3, Websites and Telephone Numbers

6

TE/GE

IRM 21.3.8.10.3.7, Requests for Installment Agreements on Exempt Organization (EO) and Employee Plan (EP) Tax Modules

7

AM Identity Theft

IRM 25.23.12.2, Identity Theft Telephone General ANDIRM 25.23.12.4.7, Identity Theft Balance Due Issues

8

For TTY/TTD

IRM 21.2.1.56, Deaf/Hard of Hearing (DHOH) Callers and TTY/TTD Equipment

9

IMF taxpayers in notice status accounts only who need to make a one-time payment or require Notice Clarification

The Voice BOT cannot establish installment agreements. Do not transfer installment agreement requests to the Voice BOT.

Transfer calls to the Voice BOT as follows:

3501 One-time payment English

3502 One-time payment Spanish

3503 Notice Clarification English

3504 Notice Clarification Spanish

If the taxpayer refuses the transfer to the automated system (Voice BOT), transfer the caller using the

10

All other product lines not specifically mentioned above

Refer to the Telephone Transfer Guide.

The areas discussed below are beyond the level of service (out of scope) that CAS, Accounts Management provides:

Tax form and schedule preparation

Tax planning

Legal opinions

Highly complex tax issues (limited service)

Tax form and schedule preparation is defined as:

Use of taxpayer information to provide "line-by-line" help in the completion of all or most of a form/schedule.

Performance of "line- by-line" computations and guidance on what to enter on each line (although not necessarily every line).

Verification of form/schedule entries after completion by the taxpayer.

Tax form/schedule preparation does not apply to completion of worksheets (e.g., Form 1040-ES Worksheet, and tax or credit computation worksheets).

AM and FA assistors do NOT help in the preparation of the Shared Responsibility Payment or Affordability Worksheets.

Tax planning is defined as a request as to whether one course of action is favored over another.

Legal opinions are not provided; however, CSRs can advise taxpayers of the applicable law.

Highly complex inquiries are inquiries that cannot be expeditiously resolved by referencing IRS publications, procedures, forms, instructions or through IRM research within a reasonable amount of time.

CSRs must respond to tax law inquiries by using ITLA. However, "limited service" may be provided by AM employees for highly complex issues.

While these inquiries can involve extensive research using Revenue Procedures, the Internal Revenue Code (IRC), Lexis-Nexis, Westlaw, or the Commerce Clearing House (CCH), a CSR trained on the topic may provide a brief overview/discussion or an expeditious response to a simple inquiry.

"Limited Service" determinations are only made by CSRs trained/certified to respond to tax law inquiries in the application responsible for the subject area of inquiry.

CSRs must use good judgment and probing in making determinations and advising taxpayers of their options for obtaining the information requested, including some out of scope (OOS) topics. CSRs must probe to determine the purpose of the call and provide basic information on OOS topics such as:

Identifying a form

How to obtain a particular form for OOS topic

Provide related publications as it may relate to a particular form or OOS topic

Provide any related web sources, as it may relate to a particular form or OOS topic

For specific information on responding to "Out of Scope" and "Limited Service" inquiries, see Exhibit 21.1.1-1, Out-of-Scope Topics and Forms. This list is not all inclusive.

Form 990, Return of Organization Exempt From Income and Schedule A, Public Charity Status and Public Support

Form 990-BL, Information and Initial Excise Tax Return for Black Lung Benefit Trusts and Certain Related Persons

Form 990-T, Exempt Organization Business Income Tax Return

Form 990-PF, Return of Private Foundation or Section 4947(a)(1) Trust Treated as Private Foundation

Form 990-W, Estimated Tax on Unrelated Business Taxable Income for Exempt Organizations

Form 1023, Application for Recognition of Exemption Under Section 501(c)(3) of the Internal Revenue Code

Form 1024, Application for Recognition of Exemption Under Section 501(a) or for the Determination Under Section 120

Form 1028, Application for Recognition of Exemption Under Section 521

Form 1120-POL, U.S. Income Tax Return for Certain Political Organizations

Form 2290, Heavy Highway Vehicle Use Tax Return

Form 5309, Application for Determination of Employee Stock Ownership Plan

Form 5310, Application for Determination for Terminating Plan

Form 5768, Election/Revocation of Election by an Eligible Section 501(c)(3) Organization to Make Expenditures to Influence Legislation (Under Section 501(h) of the Internal Revenue Code)

Form 8718, User Fee for Exempt Organization Determination Letter Request

Inquiries about the forms above must be transferred to the proper Telephone Transfer Guide applications.

On December 22, 2017, the President signed into law the Tax Cuts and Jobs Act (Public Law 115-97). The Tax Cuts and Jobs Act is the most sweeping change about tax law in over 30 years. It affects every area of tax law, including increasing the standard deduction, removing personal exemptions, increasing the Child Tax Credit, limiting or stopping certain deductions and changing the tax rates and brackets.

The Tax Withholding Estimator has been updated to reflect the new tax rates in the Tax Cuts and Jobs Act and changes in the withholding table. When taxpayers complete the Tax Withholding Estimator, it helps them determine if they are having the correct amount of tax withheld from their pay for the current tax year. See IRM 21.1.1.3.3.1, Tax Withholding Estimator, for more information.

The Tax Withholding Estimator is a special external tool on irs.gov designed to help taxpayers determine the correct amount of federal withholding for the tax year. It does not ask the taxpayer to provide sensitive, or personally-identifiable information (i.e., taxpayer’s name, social security number, bank account numbers).

Taxpayers have an option to select calculating your income tax withholding when calling the IRS about the Tax Withholding Estimator. Tax Withholding Estimator calls must be routed to Application 127 (English - 1127) or Application 128 (Spanish - 1128) and answered at Andover, Atlanta, Kansas City, Fresno and Puerto Rico.

The assistors respond to questions such as:

Where do I find the tool?

Where do I find the information on Form W-2 to populate the tool?

What do I do with the Form W-4?

What do I do if I cannot get into the tool now?

If the taxpayer has a more complex tax situation, advise the taxpayer to review Pub 505, Tax Withholding and Estimated Tax, for more help.

The last page of the Tax Withholding Estimator is a "Your Results" page, which provides guidance (which may or may not recommend revising the Form W-4, Employee’s Withholding Certificate), based on the taxpayer’s response throughout the Tax Withholding Estimator. Assistors will not help the taxpayer with preparation of the Form W-4.

While staffing Application 127/128, if the taxpayer has a tax law question that extends past the entries on the Tax Withholding Estimator AND the CSR is not trained and certified, the taxpayer must either be transferred to the applicable tax law application per the TTG or referred to the Interactive Tax Assistant on irs.gov.

If a Tax Withholding Estimator call comes into an application OTHER THAN App 127/128 (e.g., Application 55/56, transfer numbers 1055/1056) and the taxpayer requests an appointment with the TAC office concerning general guidance or questions about the Withholding Estimator or the Form W-4, not tax law, do not make an appointment with the TAC. Instead, transfer the call as follows (this is necessary to keep accurate counts):

Application 127 English - 1127

Application 128 Spanish - 1128

If a Tax Withholding Estimator call comes into Application 55/56, transfer numbers 1055/1056 and the taxpayer requests face-to-face help with the Tax Withholding Estimator or Form W-4, schedule the appointment in the Field Assistance Scheduling Tool (FAST) under the Tax Law topic. Advise the taxpayer to bring the following documents/information to the appointment:

Most recent pay stubs and previous pay stubs for each job (and spouse’s job(s)) showing Federal Income tax withheld to date

The most recent completed tax return could be beneficial if the current tax year income needs to be estimated

Number of dependents to be claimed for the Child Tax Credit

Number of dependents to be claimed for Earned Income Tax Credit

Other items that affect the taxpayer’s current tax year taxes (i.e., other tax credits, estimate of itemized deductions)

Information about interest/dividends

IRC 965 of the Internal Revenue Code, enacted on December 22, 2017, imposes a transition tax on untaxed foreign earnings of foreign corporations with U.S. shareholders by considering those earnings to be repatriated (funds held in a foreign country by U.S. shareholders must be taxed). Foreign earnings held in the form of cash and cash equivalents are taxed at a 15.5 percent rate, and the remaining earnings are taxed at an 8 percent rate. The taxpayer may elect to pay the transition tax in installments over an eight-year period.

The IRS released the following guidance:

IRC 2018-131, IRS offers penalty, filing relief to many subject to new transition tax on foreign earnings

Notice 2018-07, Guidance Under Section 965

Notice 2018-13, Additional Guidance Under Section 965

Notice 2018-26, Additional Guidance Under Section 965

Pub 5292, How to Calculate Section 965 Amounts and Elections Available to Taxpayers

Rev. Proc 2018-17, Change in Accounting Periods and In Methods of Accounting

IRS has also posted on IRS.gov a series of Frequently Asked Questions which provide guidance to taxpayers about reporting and paying tax attributable to IRC 965 on their tax returns. See IRM 21.5.13, IRC 965 Transition Tax Procedures - Accounts Management, for further instructions.

The Taxpayer Bill of Rights (TBOR) adopted by the IRS in June of 2014, provides that taxpayers have the right to receive prompt, courteous and professional help in their dealings with the IRS. They are to be spoken to in a manner that is understood and any correspondence from the IRS must be clear and understandable. They have the right to speak to a supervisor whenever quality service is not received.

In every interaction with taxpayers and/or authorized third party, whether you are interacting with a taxpayer via face-to-face, telephone, written correspondence, email, or Live Chat, you must always interact with them in a professional and courteous manner. Below is a chart of the do’s and don’ts of professional communication.

This chart is not all inclusive and is meant to assist in providing professional communication. This chart applies to all forms of communication (e.g., phone, face-to-face, email, Live Chat, written correspondence).

Automated Collection System (ACS) employees must follow IRM 5.19.5.4.12, Telephone Techniques and Communication Skills.

Row

Do’s:

Don'ts:

1

Speak and/or write in clear and calm tone.

Do not carry on extraneous dialogue. Utilize conversation control to keep the communication on track.

2

Show a willingness to assist by using phrases such as: May I help you? or How can I help you?

Do not use IRS jargon or brevity in any form of communication. Phrases and abbreviations that are known to you may not be known to the taxpayer/third party.

3

If the taxpayer and/or authorized third party, asks you to repeat any information (e.g., your name and identification number, address, etc.), do so courteously and professionally.

Do not comment, discuss, endorse or provide any opinion to topics unrelated to the tax related issue at hand.

Topics such as current events, third party tax preparation services, politics, etc (This example is not all inclusive).

4

Respond to the taxpayers, and/or authorized third party, opening statement.

Do not provide personal information for any reason, to any caller, regardless of who they state they are. If you are unsure, see your manager, lead, or designated person. Personal information includes but is not limited to:

Your home address/state or that of a co-worker.

Your personal phone number/cell phone number or that of a co-worker.

Your social media information or that of a co-worker.

Your personal/work email or that of a co-worker.

5

Target the taxpayers, and/or authorized third parties, questions.

Ask questions necessary to determine nature of inquiry.

Paraphrase to show comprehension.

Do not accept collect calls.

6

Obtain the necessary facts:

Use purpose statements (when appropriate) to prepare the caller for a series of questions.

Ask questions pertinent to the inquiry.

Take notes to remember specific details.

Do not speak over taxpayers and/or third parties, or interrupt them while they are speaking. Allow them to finish the thought before you interject. In addition, do not "talk down" to them. Adjust your choice of words for a better understanding.

7

Always remain professional and courteous throughout all of your communication.

You must have patience with taxpayers and/or third parties, but you are not expected to be subjected to abusive language. If the taxpayer and/or third party is being abusive, explain that you are willing to help and request that the caller remain calm in order to resolve the issue or the call will be terminated. If the caller continues the abusive language, terminate the call and inform your manager.

Do not immediately ask the taxpayer for a notice or letter number to determine the reason for contact unless IRM specified.

The last notice (most recent notice) sent to the taxpayer can be found in the top section of Command Code (CC) TXMOD. Notices sent can also be identified in the Posted Transaction section of CC TXMOD in the miscellaneous field of a transaction code (TC) 971 action code (AC) 804. More notice information can be found in the history sections of CC TXMOD. Letter numbers can be found on CC ENMOD.

Employees’ personal cell phones and other electronic devices (iPads, tablets, etc.) may be brought into the workplace, but are to be used ONLY during breaks and lunchtime, or prior to or after an employee's official tour of duty. Employees should not interrupt their calls and conversations with taxpayers, third parties, and/or other IRS employees to take an incoming call on their personal cell phones. This also includes incoming and outgoing phone media such as text messages and emails. All personal cell phones must be silenced to avoid distractions and disturbances during working hours. Additionally, Microsoft Teams must only be used for work related matters.

The IRS Restructuring and Reform Act of 1998 (IRS RRA 98), section 3705(a), provides identification requirements for all IRS employees working tax related matters. You must provide, in a professional and courteous manner to each taxpayer, authorized representative, or caller with whom you speak, the information below.

When staffing a phone line, review the Call Data Display window on the Finesse application, before each call.

By telephone, or face-to-face contact, identify yourself using any variation below: - Title (e.g., Mr., Mrs., Ms., Miss), and last name, OR - First name and last initial, OR - First and last name, OR - First initial and last name, AND

For hyphenated or two last names on your ID, use as stated on your federally issued identification badge.

By Live Chat, assistors will greet the taxpayer by using the appropriate "Quick Response" greeting prompt. This prompt is pre-populated with the assistor’s name and ID number.

By written correspondence, provide your generated Integrated Data Retrieval System (IDRS) or other unique letter system number. If an IDRS/unique number is not generated, use your ID badge number or all 10 digits of your PID if the IRS HSPD-12 (SmartID card) as issued. For more information, follow IRM 21.3.3.3.4, Quality and Timely Responses.

You must address all pertinent taxpayer/customer authentication probes, when necessary. See IRM 21.1.3.2.3, Required Taxpayer Authentication.

If a call is not an account call, do not address taxpayer authentication probes.

When staffing Live Chat, assistors may receive both authenticated and unauthenticated inquiries. It is important to be able to identify between the two, see IRM 21.1.3.2.2, Authorized and Unauthorized Disclosures, for more information.

Always verify that the taxpayer has been authenticated prior to disclosing specific account information.

Listen carefully and be attentive to the customer to identify the type of inquiry.

If transferring a customer to another application, (this applies to phone lines, and live chat) always provide the customer with the information to the place you are transferring to (i.e., the name of the department, the direct phone number if available, and the hours of operations if available).

I am transferring you to the Automated Collections Department. Their direct phone number is (provide phone number), and their hours of operations are (provide hours of operations). They will be able to further assist you with your inquiry.

Toll-Free number information can be found on SERP, under the Who/Where tab, Telephone Numbers (frequently requested by Taxpayers), at Telephone Numbers (The Source).

General and/or Procedural information calls, (i.e. questions about forms, letters, publications, or other procedural topics found in the TTG not requiring account access), do not require authentication. Caution: If general/procedural questions turn into an account inquiry, access the taxpayer’s account, and follow authentication procedures.

Account related calls (only), follow IRM 21.1.3.2.3, Required Taxpayer Authentication, and if required, IRM 21.1.3.2.4, Additional Taxpayer Authentication, to prevent unauthorized disclosure of taxpayer information. If an unauthorized person is calling for the taxpayer, inform caller to conference the taxpayer into the call. If the taxpayer is not available, tell the caller to have the taxpayer call back. Follow IRM 21.1.3.20, Oral Statement Authority, for more procedures.

See IRM 21.1.3.4(5)(6)(7), Other Third-Party Inquiries, for relaying non-specific information to any caller.

Spanish speaking callers, unable to complete authentication or obtain oral disclosure consent need to be transferred to the Spanish gate. Refer to the Telephone Transfer Guide for a list of topics and transfer numbers. See IRM 21.10.1.4.1.11, Sample Procedures for Spanish Tax Accounts Calls, for more information.

Language other than English or Spanish, unable to complete authentication or obtain oral disclosure consent, see IRM 21.1.1.5, Over the Phone Interpreter Service (OPI), for procedures.

If no one is on the line, first try to determine if it is a technical issue, (i.e., if on phone line can they hear you, if on live chat are they connected). Based on the product line you are staffing (phone lines or live chat), attempt to communicate to verify that there is no one on the line/chat, see below for an example.

On the phone line you may want to ask, "Can you hear me?" or repeat your name and ID number. On the live chat, you may send a "Are you there?" Quick Response.

For Live Chat,

If the taxpayer has not created an ID.me account, provide the link to Your account at www.irs.gov, advise the taxpayer to chat back when the account is created, and conclude the chat.

If the customer is unresponsive during a chat session, send a Are you there? Quick Response and allow a time range of 2 minutes for a response before disconnecting the chat.

On a telephone line, allow 30 seconds after greeting and identifying yourself for a response. If no response is received in 30 seconds:

Follow procedures for dropped calls in IRM 21.1.1.8.2, Telephone Troubleshooting Reporting

Disconnect the line

Move to the next call

Not trained or certified in a topic:

Advise the caller they are being transferred (with requirements listed in paragraph (8) above).

Use proper hold procedures.

You must place the caller on hold while researching account information not readily available. If the caller request not to be placed on hold, place the call on mute. See NOTE below.

Provide the reason for placing call on hold, ask the caller for permission and wait for a response.

If the caller chooses not to remain on the line, offer written referral using Form 4442 or e-4442 per IRM 21.3.5.4.2.1.1, Preparing an e-4442/4442.

If the caller requests you to hold, advise the caller hold can be no more than two minutes. If the caller does not return, disconnect the call, and notate on AMS call was terminated.

Advise the caller of expected wait time, which must never be longer than five to seven minutes. If no promised wait time, do not keep the caller on hold for more than five minutes without returning to the call.

When returning to the caller, always thank them for holding.

If necessary to place the caller on hold a second time, thank them, or apologize for the hold and provide an explanation for the additional research. If there are systematic problems or in need of more help that would place the promised wait time in jeopardy, reconnect with the caller, thank them for holding and advise them of more wait time and reasons for the hold.

If you return to the caller and there is no response wait 30 seconds before disconnecting and notate on AMS the call ended due to no response when returned from hold.

Mute must only be used if caller requests not be placed on hold to avoid inadvertent disclosure of PII, tax information or background sounds.

Provide accurate and complete information.

Conduct research before providing an accurate response, using supporting documentation (e.g., IRMs, TCDs, IRS publications, IRS forms, etc.) Cover any open issues for which you are trained. If unable to perform research, refer question following proper referral procedures. See IRM 21.3.5, Taxpayer Inquiry Referrals Form 4442, for more information.

Explain any procedures clearly and order necessary forms and publications. Advise the taxpayer and/or authorized third party any applicable self-help options on www.irs.gov.

Use of wrap time, Wrap time should be minimal except in rare instances. CSRs are expected to complete calls (account adjustments, tax related research and writing Account Management Services (AMS) notes) while on the line or on hold with the caller. If the taxpayer does not want to be placed on hold while specific actions are being performed on the account, wrap time must be used to close out notes being made to the account. For more information about completing on-line account calls, see IRM 21.1.3.20(2), Oral Statement Authority.

If a call prematurely disconnects while the CSRs are completing account or tax related actions, CSRs must wait to finish actions for this call after they complete the next incoming call. At that time, select "wrap" to complete all actions.

For sites that use the electronic note pads that must be cleared before moving to the next call, greet the caller and advise them that due to the previous caller’s premature disconnection, more time is needed to complete all actions (e.g., notes, generating/sending a referral).

Confirm the caller has already sent the fax and confirm the IRS fax number they sent it to before placing the caller on hold to retrieve the document. Advise caller of expected wait time, never more than five minutes. Return to caller if wait time is longer.

If the caller is not able to send fax immediately, after two attempts, advise caller to call back when they are able to fax the required document(s).

If the caller needs to be placed on hold after fax is received, follow procedures in paragraph (13) above.

If there are multiple taxpayers on a call who need help with account, (e.g., a married couple who filed FS 3, married filing separate returns), allow one account for each taxpayer on the call.

A taxpayer who filed a FS 3 return calls for help with their account. Their spouse (also FS 3) and their two children (who each filed their own returns), also need help with their accounts. CSR will not disconnect the call after helping the initial taxpayer. CSR will help all four taxpayers during the phone call. This example is not just limited to family members; the call can also include unrelated people.

Tax Practitioners, (including those calling the Practitioner Priority Services (PPS) line) and other third parties, such as monitoring companies and lending institutions, are limited to a total of five clients in a single contact. They are also limited in the number of transcripts received per client. The limit is up to 30 transcripts in total for each of the five clients. Of this 30, up to 10 can be internal IDRS transcripts.

For BMF, a treasurer of multiple business entities, trustee of multiple trusts, partner of multiple firms, etc., is also considered one account per call. However, limit service to no more than five taxpayers/TINs during one call, with a limit of 30 transcripts per taxpayer/client. The call must not be disconnected.

If caller requests to speak to a supervisor, follow the instructions below:

Advise the caller that you are referring them to your supervisor and ask the caller to hold.

Contact your supervisor or appointed designee. Transfer the call to the supervisor or designee per your organization’s procedures. Areas using the Unified Contact Center Enterprise (UCCE), contact your manager for the proper procedures.

If your supervisor or designee is not available, advise the caller and secure from the caller the best time and day (request best times for the same day of call and the next business day) for your supervisor/signee to return the call via Form 4442/e-4442, select In-House, per IRM 21.3.5.4.2.1.1, Preparing an e-4442/4442. Advise the caller their call will be returned in two business days, or 24-48 hours. Contact your manager/designee immediately via email and attach pdf print copy of Form 4442 call back request. Notate account via Account Management Services (AMS) advising of the supervisor call back request.

While you must exhibit patience with customers, you are not expected to be subjected to abusive language or made to feel uncomfortable during a phone call. If the customer is being verbally abusive, explain that you are willing to help and request the caller remain calm to resolve the issue. If the customer continues with the abusive language, explain if the caller does not stop with the abusive language, the call will be terminated. If the caller continues the abusive language, terminate the call, and inform your manager. See IRM 21.1.3.10, Safety and Security Overview, for more information.

Closing the conversation.

On the phone line, verify the caller’s comprehension by asking if they understand the information given (e.g., "Have I answered all your questions?" or, "Do you understand the information I’ve given you today?" )

If it’s clear the caller comprehends the information provided during the call, (e.g., caller repeats the information back to the CSR, says they understand, etc.), it is not necessary to verify the caller’s comprehension.

Provide your name and ID number, if not yet provided.

Conclude the contact courteously. Thank the caller if they have provided information to help resolve an open issue; apologize if the IRS has made an error. Be sure to disconnect the call.

On the Live Chat application:

Ensure the taxpayer’s questions have been answered, and accurate and complete information has been provided.

Always provide the "Save Transcript" Quick Response to taxpayers prior to closing the chat. This will give taxpayers instructions on how to print and/or save their chat transcript on the screen for reference.

Add applicable notation to AMS, see IRM 21.2.2.4.5, Account Management Services (AMS), for further instruction regarding required notation.

Add the appropriate category code, resolution code and chat origin in the eGain system.

Conclude the contact courteously. Thank the customer.

Any telephone call not finalized by close of business (COB) may become a written referral.

Apologize to the caller and explain that more research is needed to answer their question.

Offer to prepare a referral and advise the taxpayer of the 30 day time frame for a response.

If the taxpayer does not want to wait 30 days for a response, advise the caller to call back, providing the telephone number and the hours of operation. See IRM 21.3.5.2, What Is a Referral?, for more instructions.

In the event of a building emergency, such as fire alarms, drills or other emergency evacuation, apologize to the taxpayer and request the caller to contact the office later in the day or on the next business day and end the call. All other circumstances must be discussed with your manager.

If the caller has a tax law related question, and the employee is not tax law trained, transfer the call to the appropriate tax law application.

To ensure that you provide quality service, when helping callers who visit in person, or who call on the telephone with tax law/technical inquiries, you must use the available ITLA Tax Law Categories (TLCs) or the relevant IRMs for account inquiries. Cumulative Authority refers to required topics the remote sites must address. For calls received in remote sites, see Cumulative Authority in the TTG Telephone Transfer Guide.

UsingITLAand taking the actions specified is mandatory on tax law/technical inquiries.

Use the Account Management Services (AMS) or CII case notes, to document outgoing calls and actions taken. Avoid using phrases or wording that would be difficult for the next employee to understand.

The AMS screen that shows employee name and manager information is for internal use only. Do not give the taxpayer or their representative the name or telephone number of any employee (e.g., CSR, Manager, Analyst, etc.).

When an account related call turns into a tax law/technical inquiry, you must use ITLA.

When a specific IRM reference advises a CSR to tell a taxpayer to file an amended return, this would be considered a procedure, NOT tax law and the use of ITLA is not required.

You can answer questions on taxpayer calls for any tax law application/technical topic you are trained and are certified on, for the current filing season. If you are not certified on that topic, offer the taxpayer a choice to go to IRS.gov or transfer the call to the proper application, using the TTG on SERP. All account issues should be resolved before transferring calls to a Tax Law only application. Advise the caller that you are transferring their call to the area that handles their question (identify the specific area).

Do not transfer calls to applications 1005/1006/1095/1100/1101 after 10:00 p.m. ET. There will be no one available to answer the calls.

When you make outgoing phone calls, or when you leave a voice mail message in response to a caller's voice mail message (not a controlled case), state the following:

Automated Collection System (ACS) employees must follow IRM 5.19.5.4.12.1, Outgoing Contacts for ACS.

Although an "outbound" call, all do’s and don'ts of professional communication apply. See IRM 21.1.1.4, Communication Skills-General, for more information.

A taxpayer is not permitted to record an out-bound call. See IRM 21.1.3.17.3, Taxpayer Request to Tape Record Conversation.

Your title (e.g., Mr., Mrs., Ms., Miss), last name (if your last name is hyphenated, or you have two last names, use as listed on ID), OR- First name and last initial OR- First and last name, OR- First initial and last nameAND- Your ID/badge number, or the last ten digits of your PID Number if the HSPD-12 (SmartID Card) is being used,

That you are with the IRS,

That you are calling in response to their inquiry on (date), and

The telephone number to call to request more help.

When you initiate an outgoing phone call, always remember to utilize good communication skills as outlined in IRM 21.1.1.4, Communication Skills-General. The taxpayer may be reluctant to supply their TIN. Refer to IRM 10.10.3.3.5, Identity Proofing for Outgoing Calls, for information to provide a taxpayer to ease any concerns they may have and verify the taxpayer’s identity. After you verify the TIN, follow IRM 21.1.3.2.3, Required Taxpayer Authentication.

When making outgoing calls, do not:

Leave confidential tax information on a voice mail message or an answering machine message, unless you reasonably believe you have reached the taxpayer’s or representative’s correct answering machine or voice mail. See IRM 10.5.1.6.7.2, Answering Machine or Voice mail, for further information.

Provide taxpayers/third parties with the telephone numbers of functional areas,

Give the taxpayer or their representative the name or telephone number of any employee (i.e., CSR, manager, analyst, etc.) unless specifically required by an IRM, or

Transfer taxpayer/third party calls to functional areas.

When you are aware the taxpayer has or is utilizing an artificial intelligence (AI) screening service to determine who is calling:

State your name, ID number, that you are calling regarding a tax matter and need to speak with the taxpayer

No further details should be provided until disclosure has been met.

Wait up to 2 minutes for the taxpayer to come on the line

Follow the chart below for next actions:

If

Then

Taxpayer comes on the line

Start the call following paragraph (1).

Taxpayer does not come on the line

Do not leave a message and terminate the call.

Accounts Management has specific applications which are staffed to offer interpreter services for customers who do not speak English or Spanish. For assistors staffing the International Non - Toll-Free telephone line see IRM 21.8.1.2.3.2, Over the Phone Interpreter Service, (OPI) For International Non-Toll-Free calls, for further guidance. IRS employees will contact the Over the Phone Interpreter service. Assistors staffing applications 1033, 1123, 1135, 1137, and 286, have received an OPI PIN and training for interpreter service access. ONLY assistors who are trained and equipped will use the interpreter service. If you receive a call in a language other than English or Spanish and you are not staffing one of the applications that provide OPI service, refer to the Telephone Transfer Guide. Topics containing the headset symbol are available in languages other than English and Spanish. Click the headset to display the transfer application number and transfer the call.

Automated Collection System (ACS) employees will follow IRM 5.19.5.4.12, Telephone Techniques and Communication Skills, and IRM 5.19.1.3.4.1, Multilingual Services.

Toll-Free Domestic callers will only have access to the top 7 languages that are listed below. No other languages are available for Domestic callers. IRS employees staffing the Domestic Toll-Free OPI lines, should not contact the OPI operator to search for additional languages. If a taxpayer needs an interpreter and their topic isn't covered in an OPI application, instruct the taxpayer to call back with their own interpreter.

If the taxpayer speaks Spanish, refer them to the correct Spanish application. The OPI applications are only for help in languages other than English or Spanish.

Assistors staffing OPI applications must verify that the caller is properly routed and requires help in a language other than English or Spanish. After greeting the caller, probe to identify if the caller needs an interpreter.

If the language required is other than English or Spanish, connect to the interpreter service.

If the caller speaks English or Spanish, refer to the Telephone Transfer Guide for a list of topics and transfer numbers to which the customer can be referred.

Assistors staffing international product lines use the OPI service for all Limited English Proficient (LEP) callers, including Spanish, see IRM 21.8.1.2.3.2, Over the Phone Interpreter Service,(OPI) For International Non-Toll-Free calls.

The IRS/OPI contract allows the disclosure of tax information to the OPI Interpreter. The assistor must limit disclosure to only that information which is necessary to resolve the issue. The interpreters are not employees of the IRS so communicate with them exactly as you would communicate with the taxpayer. To use the OPI services, take the following steps:

To conference a call from the Soft Phone - Press Consult to initiate a consult or conference call.

A pad dialog box will display.

Choose the interpreter’s toll-free number listed in the contacts.

Click consult (the caller will be placed on hold and you will be connected to the number dialed.)

When prompted, enter your PIN (xxxx-xxxxx) this is a unique personal PIN for each employee. PINs have been distributed to site management. If an employee does not have a PIN, management or local SA must contact the OPI coordinator to have one assigned, usually within 1-3 business days.

Select language.

Press

For Language

1

Spanish (For International Only)

2

Haitian Creole

3

Mandarin

4

Russian

5

Korean

6

Vietnamese

7

Cantonese

A transfer to OPI is only used by OPI Applications or assistors staffing international lines when the assistor cannot be understood (by all callers) due to Limited English Proficiency, nor can the assistor understand all parties to obtain the required disclosure authentication or answer the taxpayer’s/representative’s question due to language barriers.

An interpreter will be connected to the call if available. If an interpreter for the requested language is not available on the first try, don’t wait for an interpreter to become available; advise the taxpayer to call back.

If the connection with an interpreter is unsuccessful, be sure to click end on the keypad for the consulted call attempt to end the call to the interpreter service.

Brief the interpreter. Summarize what you wish to accomplish and give any special instructions. Click conference to bring in the taxpayer.

The OPI Interpreter is there to help you in communication with the LEP taxpayer regardless of the individual’s preferred language by removing the language barrier between you the caller.

Interpreters are trained to speak in the "first person" . Conduct the conversation as if you are communicating with an English-speaking taxpayer, in the first person.

Address the interpreter: "I need you to provide me your tax forms." Do NOT address the interpreter: "I need you to tell the taxpayer to provide their tax forms."

Speak in short sentences and ask the non-English speaker to do the same. Over-the-phone interpreting is done consecutively; thus the call is most effective with concise sentences.

Pause at the end of a complete thought to allow for interpretation.

Avoid compound questions. Asking a single question at a time will help avoid misunderstandings and set a good rhythm.

If you sense the LEP customer does not understand, rephrase the question in a different manner.

Avoid using acronyms.

Responses from the interpreter are the same as coming from the taxpayer.

When transferring an LEP taxpayer, ensure the taxpayer and interpreter disconnect at the end of the call. When the caller disconnects, you will automatically move to "available" status and capture the next call. If the system does not place you in available status and the line is still open, make the following statement: "The call is complete, and you may hang up now." After the statement, press the Release key.

All IRS employees who use the OPI service can provide feedback about the service by completing Form 14162, Over-the-Phone Interpreter (OPI) Service Feedback, and submitting it by e-mail to the address on the form.

If OPI is unavailable, and taxpayer calls with their own interpreter and completes disclosure authentication, don’t transfer them to an OPI application unless requested by the caller. See IRM 21.1.3.4, Other Third-Party Inquiries.

OPI Assistors Staffing NON-OPI Applications - If you have an OPI PIN but are staffing a non-OPI application, and the caller needs an interpreter for a language other than English or Spanish, transfer the caller to the correct OPI application according to the Telephone Transfer Guide.

Assistors Who Do Not Staff OPI Applications - Not all assistors are assigned to staff OPI applications and will use OPI services. Assistors who are not staffing an OPI application provide help in English and Spanish only. If an LEP taxpayer calls with their own interpreter and completes disclosure authentication, don’t transfer them to an OPI application unless requested by the caller. See IRM 21.1.3.4, Other Third-Party Inquiries. Transfer requests for languages other than English or Spanish following the Telephone Transfer Guide, which includes a list of topics and transfer numbers, identified by the headset icon, to which the taxpayer can be referred. If the taxpayer speaks Spanish, refer the caller to the proper Spanish application per the TTG.

The PSTN is a menu-based, call-routing Voice Response Unit (VRU) application that permits callers to self-direct their calls to designated IRS resources/applications.

The PSTN systemically answers a call and initiates an automated greeting script. Through voice prompts, PSTN then routes the call to a requested destination. If a caller:

Selects an interactive application, PSTN routes the call to that application.

Selects a non-interactive application, such as tax law, PSTN routes the call to a CSR.

CSRs assigned to the default screener application respond to callers who default from:

Individual Income Tax Services Line (1-800-829-1040)

Business Service and Specialty Tax Line (1-800-829-4933)

Practitioner Priority Service (PPS) Hotline (1-866-860-4259 - Only from Tax Law Prompt)

Business Customer Response Line (1-800-829-0115)

The default screener application CSR further directs calls to applications that are staffed with CSRs who are certified to answer specific inquiries.

For all calls:

State your:- title (e.g., Mr., Mrs., Ms., Miss), last name (if your last name is hyphenated, or you have two last names, use as listed on ID), OR- first and last name, OR- first initial and last name, OR- first name and last initialAND- ID/badge number or, if the HSPD-12 (SmartID card) is issued, use the ten digits of your PID number if the HSPD-12 (SmartID Card) is issued.

Ask the caller how you may direct or transfer their call.

If necessary, probe (ask questions) to "determine" the real reason for the call. See paragraph (5) below.

If needed, paraphrase and/or ask more questions of the caller before making a determination. See paragraph (6) below.

If needed, take notes.

Always show a willingness to help.

If a taxpayer refuses to be transferred and requests to speak to a supervisor immediately, see IRM 21.1.1.4, Communication Skills.

If you receive a call from a taxpayer who appears to be abusive, see NOTE located in IRM 21.1.1.4, Communication Skills, for further instructions.

When assigned to the default screener application, DO NOT TRY TO ANSWER THE QUESTION OR EXPLAIN THAT YOU KNOW THE ANSWER.

Your assignment as a default screener is to properly direct the caller to the designated area related to their inquiry.

You must become familiar with the TTG to properly direct the caller to the correct application. The guide provides a list of English and Spanish transfer numbers. For languages other than English and Spanish, see IRM 21.1.1.5, Over the Phone Interpreter Service (OPI), for further instructions. The TTG has a number of links at the top containing valuable references such as a job aid and search tips. These links are periodically updated.

If the taxpayer complains about receiving a disconnect due to heavy call volumes, apologize to the taxpayer. Provide the taxpayer with the hours of operation and advise that you will transfer them to the correct area again.

To determine the topic of the call, ask the caller if they have a question that requires research on their personal or business tax account.

If yes, probe to determine to which TTG account application to transfer. Actively listen to the caller.

If no, ask if the caller has a general tax law or procedural question. Probe to determine the specific question. Continue to probe until you determine the issue. Then, using the TTG, transfer to the correct procedural application.

If the caller is inquiring about an OOS topic, transfer the caller to Extension 3013 (English) or Extension 3014 (Spanish) and advise the caller that they are is being transferred to an automated line which provides available resources for finding answers to their questions. If the caller says they were previously transferred to the automated line and does not want to be transferred again, provide the following explanation or similar statement: "We apologize that live help is not available on this topic. Visit our website at IRS.gov. Our Help tab (at the top of the page) is a great place to begin your search. It has a host of good information that is sure to address your concerns. I’m transferring you now to the automated line to provide the resources available to help you. Thank you for calling." Transfer the call.

If you cannot understand a Spanish speaking or Limited English Proficient (LEP) taxpayer, use the TTG Search bar and search for the topic instead of the language, or click on the Other Languages link which contains instructions on how to identify topics that can use OPI.

When you identify the topic of the call:

Advise the caller that you are transferring their call to the area that handles the question (identify the specific area). If the topic is making an appointment to a TAC office, provide the telephone number prior to the transfer, App 1020/1021.

Press the proper TTG extension.

Press transfer.

When the topic is a refund inquiry (current year only):

Probe to determine if the caller e-filed their return more than 21 days before today's date or mailed a return more than six weeks before today's date.

IF

AND

THEN

The time frame is not met

The caller has not stated there is another issue requiring account access

Advise of the normal processing time and to use one of our self-help methods

Where’s My Refund on IRS.gov,

IRS2Go (English or Spanish) smart phone application,

Refund Hotline - 1-800-829-1954

The time frame is met

The caller has used the self-help methods or has another issue requiring account access

Transfer the caller to the proper account application, Extension 1017 (English) or 1021 (Spanish).

The time frame is met

The caller has not used the self-help methods and has not stated there is another issue requiring account access

Transfer the caller directly to the automated application 3158 (English), 3258 (Spanish) or advise of the online services for faster resolution.

When the topic is the receipt/status of an amended return, probe to determine the amended return issue and whether the caller has already used the Where’s My Amended Return automated system, then follow the procedures below: (these instructions pertain only to individual (IMF) accounts)

If the caller has not already used the automated application, advise that they are being transferred (Extension 3158 (English), 3258 (Spanish)) directly to the automated system. Advise the caller to select the Amended Return prompt.

If the call is about receipt of an amended return filed less than 21 days before today’s date, and the caller has already used the automated application but there is no record of receipt of the amended return, advise the caller it can take up to 21 days after the mailing date for the amended return to show up on our automated system. Do not transfer the call.

If the call is about receipt of an amended return filed more than 21 days before today’s date, and the caller has already used the automated application but there is no record of receipt of the amended return, transfer them to the proper accounts application for help.

If the call is about the status of an amended return filed more than 21 days but less than 16 weeks ago, advise the taxpayer of the proper processing time frame for amended returns, that the automated system has the most current information, and no other information is available. Do not transfer the call.

If the call is about the status of an amended return filed more than 16 weeks ago and the taxpayer has used the automated application, but the amended return has not completed processing, transfer them to the correct accounts application, Extension 1046 (English) or 1047 (Spanish), for help.

When the topic is related to a tax account or tax return transcript request, there is a direct transfer number for use by default screeners. Transfer these requests to Transcript Automated Self-ServiceExtension 3140 for English, or Extension 3240 for Spanish. This transfer number pertains only to individual (IMF) accounts. Follow the procedures below for these calls:

Probe to determine whether the caller has already used the automated system.

If the caller has already tried to use the automated system, transfer them to the correct accounts application for help, Extension 1045 for English, or Extension 1021 for Spanish.

If the caller has not made an effort to use the automated system, advise the caller they are being transferred directly to the automated application. Transfer them to the proper automated application.

When the topic is related to the taxpayer’s concern with IRS scams or phishing, advise the caller they are being transferred to Individual Accounts Extension 1020 for English/1021 for Spanish (Application 20) so that it can be verified that the taxpayer does not have a balance due.

The information on e-Service products is now found in IRM 21.2.1.53, e-Services.

is a telephone application/tool/system that records incoming toll-free telephone contacts for the purpose of possible subsequent monitoring.

Incoming calls are answered with an announcement that says, "Your call may be monitored or recorded for quality purposes."

The system is implemented in all Accounts Management and Compliance Services call sites.

Managers and Quality Review use the tool to perform required random reviews (performance and product) of incoming telephone contacts.

While the system provides screen capture of account actions, as well as voice recording of the call, the recordings are NOT accessible by TIN, voice processing personal identification number (VPIN), personal identification number (PIN), or any other TIN.

The system stores data by employees' standard employee identifier (SEID) for a maximum of 45 days. For Infrastructure Upgrade Project (IUP) sites, an Agent Number is used.

There is a procedure, within the system, to disable the recording if a caller says they do not wish to be recorded. Use the Verint Agent Initiated Monitoring icon on the start task bar and select Stop Monitoring to stop recording if the taxpayer requests not to be recorded.

If you must transfer this caller, advise the caller of the transfer and that they must restate their request (that they do not wish to be recorded). When the call is transferred into a new site, the employee at the new site must take action to disable the recording.

If the caller also asks to record the conversation or the CSR becomes aware of being recorded without being asked, advise the caller they may not record the call. Advise the caller they may request a copy of the call under the Freedom of Information Act (FOIA) and Field Collection Action. See IRM 21.1.3.17.3, Taxpayer Request to Tape Record Conversation. Advise the caller this request must be in writing and contain the date, name and ID/badge number of the CSR, and the approximate time of the call. Also, for the IRS to locate and associate the call with the requester, there must be some identification of the taxpayer (name, address, TIN, etc.) during the call. The FOIA request cannot be processed without this information. See IRM 21.1.3.17.1(5), Freedom of Information Act (FOIA), for FOIA recording requests. Conversations from penal institutions should be courteously terminated. Advise the caller they may submit written correspondence or designate an authorized third party to call the IRS on their behalf. See IRM 21.1.3.17.3(2), Taxpayer Request to Tape Record Conversation.

Artificial Intelligence (AI) and Robotic connection service companies offer to call IRS for help and do the waiting in the queue for the taxpayer. Taxpayers initiate contact to these connection services requesting they contact IRS on their behalf. When the connection service reaches a CSR, it contacts the taxpayer and the taxpayer then becomes available to discuss their issue with the CSR.

Often, these types of calls can be identified by pre-recorded messages that play repeatedly.

This includes incoming calls that begin by stating the call is being transcribed.

Do not accept these types of calls."State the IRS is unable to accept calls utilizing AI and will be immediately terminated" . Disconnect the call and move on to the next taxpayer.

Bad Line calls are defined as calls where the taxpayers cannot be helped due to audio transmission difficulties in the phone line. Some examples of bad line calls are:

Static: A call where static or noise interferes with effective communication.

Echo: When the CSR hears their speech or the caller’s speech in a delayed repeat.

Crosstalk: When the CSR hear parties on the line other than the caller.

Can’t Hear Caller: When the CSR is unable to hear (does not include dead air), or understand the caller.

Caller Can’t Hear: When the caller is unable to hear the CSR.

Low Volume: When the caller or CSR are having difficulty hearing the other due to low volume.

The CSR should take the following steps on the Finesse desktop application to report a bad line if any audio transmission difficulties are experienced while talking to a taxpayer:

Navigate the mouse cursor to the top-right of the Cisco Finesse Desktop.

Select the down arrow next to the Report Bad Line to expand the list of options.

Select the correct Bad Line Description.

A confirmation dialog box will open to confirm the call was marked as a bad line call. Click OK to close the dialog box.

If more than two consecutive calls are reported as bad line issues, see paragraph (5) below to determine if other actions are needed.

The Report Bad Line option only appears while in an active call.

If the caller says they have been previously disconnected, the CSR must apologize and continue to help the caller.

Dropped Calls are defined as calls that start normally but disconnect unexpectedly during the conversation. A dropped call can also occur when the call connected, you cannot hear anything except dead air after greeting and identifying yourself. If a dropped call occurs, take the following steps while in Wrap after the next call or prior to terminating the call if it did not disconnect unexpectedly:

Click the "Report a Dropped Call" tab on the Cisco Finesse Desktop.

Select "A Previous Call" from the drop-down menu. The following fields will populate:- SEID- Extension- Date- Time- Taxpayer Number Dialed (if available)- Taxpayer Number (if available)- Call Key

(Required) Select a Drop Call reason using the drop-down menu.

(Required) Add comments to support the dropped call reason.

Click the "Generate Report" button to submit the report.

If the dropped call is not available in the Previous Call drop-down menu, manually enter the call details listed above, if available. This is for dropped calls only, not to report bad line. See paragraph (1) above for guidance.

When the report is submitted from the Cisco Finesse desktop, it will be available for telephone support staff and managers through Aceyus reports. Cisco Finesse desktop will also generate an Excel copy of the report in the Downloads folder.

See the table below to determine if other actions are needed:

IF

THEN

Two or more consecutive calls have bad line issues (defined in paragraph (1) above), ANDThe manager or manager designee has not addressed the bad line previously,

Notify your manager or manager designee of the telephone issues via email or Teams while in Wrap.The email should identify:

The type of bad line issues reported.

The number of consecutive calls impacted.

The phone application being worked.

Two or more consecutive calls dropped/disconnected unexpectedly,

Notify your manager or manager designee of the dropped calls via email or Teams while in Wrap.The email should identify:

The number of consecutive calls dropped/disconnected.

The phone application being worked.

Dropped calls reports were submitted.

Managers will refer to IRM 1.4.16.3.5.1, Bad Line/Dropped Calls, for more information.

More information regarding the Finesse Desktop Application functionality of reporting a Bad Line and Dropped Call can be found in the Help Files on the Finesse Landing Page.

The Customer Satisfaction Survey (CSS) allows the IRS to systemically collect and review satisfaction data from our customers. We solicit feedback from our customers to capture information about the service we provide. The IRS has contracted with outside vendors to receive, compile and report data from the survey. A relatively small number of telephone calls are randomly selected daily to complete the survey.

When the call is selected for the CSS, you will be notified by a display on the IUP display screen.

Do not offer the survey if the caller’s identity was not authenticated as per IRM 21.1.3.2.3, Required Taxpayer Authentication.

If you have selected "Lite View" on your IUP display screen, there will be no "Survey Field" . Instead, an additional button is added to the tool bar labeled "Survey" . The button is grey but will turn blue when the caller has been selected for the survey.

Visually impaired employees using JAWS equipment are not required to participate in the CSS process.

You will complete the call as usual. However, if the call needs to be transferred to another number or application, do not notify the caller, or offer the survey.

After the call is complete, you will read the following script exactly as written: "This call has been randomly selected for an anonymous IRS improvement survey. It will take under eight minutes. Would you be willing to participate in the survey?"

If the caller declines to participate, thank them and terminate the call. However, if the caller asks questions about the survey, read the following as written:

If the caller

Then respond

Expresses concern about how they are selected

"Your call was randomly selected prior to you calling the IRS."

Expresses concern about anonymity

"All information is anonymous. The responses on the questionnaire are not linked to any single individual."

Ask how the information is used

"The IRS is trying to improve its service. The first step in this process is to gather reliable information from those who had contact with the IRS."

Expresses concern for reprisal

"You will not be identified or penalized whether or not you decide to participate."

Asks to be called back later

"Because you would be transferred into the automated survey, we would be unable to call you back later. This is the only opportunity we will have to survey you."

If the caller agrees to take the survey, thank the caller, and ask them to please wait until the call is transferred. Take the following steps to transfer the call as proper for the telephone system:

Do not place the caller on hold.

Transfer the call to the four-digit number, 5001.

Do not wait for the extension to pick up or for further instructions.

Since any CSR may be notified occasionally for a CSS attempt, always have a copy of script readily available.

The following lists of out-of-scope topics and forms apply to both toll-free and non-toll free calls. Toll-free assistors see IRM 21.1.1.3, Customer Service Representative (CSR) Duties.

International (includes Advanced International)

Alternative Minimum Tax foreign tax computation

Base Erosion Tax (Tax Reform)

Branch Profits Tax - foreign corporations with branch in U.S. Any question beyond requirement to file Form 1120F, U.S. Income Tax Return of a Foreign Corporation, and due dates would be out of scope

Deemed paid foreign tax credit

Form 1120-DISC, Domestic International Sales Corporation Return

Earnings and Profit of foreign corporations

E-Commerce

Entity Classification Election - anything beyond telling a taxpayer about Form 8832 and where/when to file is out of scope

Expatriates

Extraterritorial income exclusion

FDII (Foreign Derived Intangible Income) (Tax Reform)

FISC (Foreign International Sales Corporation)

Foreign Corporations including Foreign Sales Corporations - foreign corporations that specialize in international trade

Foreign currency exchange rate gain - IRC 988

Foreign Trusts

Form 8865, Return of U.S. Persons with Respect to Certain Foreign Partnerships

GILTI (Global Intangible Low-Taxed Income) (Tax Reform)

International Boycotting Income

Legal Advice

Partnerships with foreign partners, Form 8804, Annual Return for Partnership Withholding Tax (Section 1446), Form 8805, Foreign Partner’s Information Statement of Section 1446 Withholding Tax and Form 8813, Partnership Withholding Tax Payment Voucher (Section 1446)

Passive Foreign Investment Company

Possession Corporations - incorporated in U.S. but operating primarily in U.S. possessions, such as Puerto Rico

Qualified Electing Funds

Reorganizations

Sec 367 rulings

Sec 482 Adjustments

Sec 78 gross up

Startups

Sub Part F - IRC 951 - IRC 964 - under limited circumstances foreign corporations do not pay U.S. tax on foreign sourced income

Tax Planning Questions

Transfer Pricing - IRC 482 - IRS authority to change prices of goods/services sold between related parties if not arm’s length transaction

Trusts other than grantor

US Persons Overseas starting a business

Withholding requirements for nonresident aliens and foreign entities, encompassing Form 1042-S, Foreign Person’s U.S. Source Income Subject to Withholding; Form W-8 BEN, Certificate of Foreign Status of Beneficial Owner for United States Tax Withholding and Reporting (Individuals); Form W-8 IMY, Certificate of Foreign Intermediary, Foreign Flow-Through Entity or Certain U.S. Branches for Unites States Tax Withholding and Reporting; Form W-8 EXP, Certificate of Foreign Government or Other Foreign Organization for Unites States Tax Withholding and Reporting; Form W8-ECI, Certificate of Foreign Person’s Claim That Income is Effectively Connected With the Conduct of a Trade or Business in the United States; Form W-8BEN-E, Certificate of Status of Beneficial Owner for United States Tax Withholding and Reporting (Entities); and Form W8-CE, Notice of Expatriation and Waiver of Treaty Benefits

Form 8288, U.S. Withholding Tax Return for Disposition by Foreign Persons of U.S. Real Property Interests

Form 8938, Statement of Specified Foreign Financial Assets Foreign Account Tax Compliance Act (FATCA)

Partnership, Corporations, Exemption Organizations

754 Elections

IRC 481(a) adjustments (change of accounting method - Form 3115) - calculation of

Corporate consolidations/mergers/reorganizations

Deduction for Qualified Business Income (Tax Reform)

Employment Compensation Reforms (Tax Reform)

Entities changing their classifications (Corp--->S Corp, or Partnership---> Corp, for instance)

Excise Tax on Investment Income for Private Colleges and Universities (Tax Reform)

Insurance Industry Reforms (Tax Reform)

Qualified Subchapter S Trust (QSST) Election under IRC 1361(d)(2)

Net Operating Losses

Unrelated Business Taxable Income Reforms (Tax Reform)

Form 1066, U.S. Real Estate Mortgage Investment Conduit (REMIC) Income Tax Return

Form 1118, Foreign Tax Credit - Corporations

Form 1120-C, U.S. Income Tax Return for Cooperative Associations

Form 1120-FSC, U.S. Income Tax Return of a Foreign Sales Corporation

Form 1120-RIC, U.S. Income Tax Return for Regulated Investment Companies

Form 1120-SF, U.S. Income Tax Return for Settlement Funds

Form 1128, Application to Adopt, Change, or Retain a Tax Year

Form 2032, Contract Coverage Under Title II of the Social Security Act

Form 2438, Undistributed Capital Gains Tax Return

Form 2439, Notice to Shareholder of Undistributed Long-Term Capital Gains

Form 3115, Application for Change in Accounting Method

Form 4626, Alternative Minimum Tax Corporations (Tax Reform)

Form 5452, Corporate Report of Non-Dividend Distributions

Form 5471, Information Return of U.S. Persons with Respect to Certain Foreign Corporations, (including Schedules J, M, N, and O)

Form 6069, Return of Excise Tax on Excess Contributions to Black Lung Benefit Trust Under Section 4593 and Computation of Section 192 Deduction

Form 8308, Report of a Sale or Exchange of Certain Partnership Interest

Form 8827, Credit for Prior Year Minimum Tax - Corporations

Form 970, Application to Use LIFO Inventory Method

Form 972, Consent of Shareholder to Include Specific Amount in Gross Income

Form 973, Corporation Claim for Deduction for Consent Dividends

Form 976, Claim for Deficiency Dividends Deductions by a Personal Holding Company

Form 966, Corporate Dissolution or Liquidation

Form 1120 Schedule H, Section 280H Limitation for a Personal Service Corporation (PSC)

Form 1120 Schedule N, Foreign Operations of U.S. Corporations of U.S. Corporation

Form 1120 Schedule PH, U.S. Personal Holding Company (PHC) Tax

Trusts

Bankruptcy Estates

Charitable Trusts, calculations for

Dissolving a Trust (Actually closing one out. Questions beyond excess deductions distribution

Distributions to alien beneficiaries

Electing Small Business Trusts (ESBT) – The rules for changing to/from an ESBT are generally complex and difficult, and can increase taxable errors or the election may be disallowed if completed improperly. Most questions that pertain to ESBTs will be beyond the scope of the program. Answer only those that can be addressed by the information in the 1041 instructions.

Estate/trust funds - when and how someone can have access to

Form 3520, Annual Return to Report Transactions With Foreign Trusts and Receipt of Certain Foreign Gifts

Form 3520-A, Annual Information of Foreign Trust With a U.S. Owner

Form 706, United States Estate (and Generation-Skipping Transfer) Tax Return

Form 709, United States Gift (and Generation-Skipping Transfer) Tax Return

Form 990, Return of Organization Exempt From Income Tax series

Form 1041-N, U.S. Income Tax Return for Electing Alaska Native Settlement (Tax Reform)

Ownership of assets and their valuation

Rabbi Trusts – Taxability and establishment of the trust

Tax prep software - questions

Rentals

Basis calculation in complex situations

Form 8582, Passive Activity Loss Limitations, parts unrelated to the taxpayer’s rental property

Line-by-line help with any form

Material participation for the taxpayer calculation of

Sale of Business/Depreciation

Actual calculation of the basis of property, depreciation recapture or the gain (loss) from the sale or other disposition of business property. (The discussion of the formulas and rules for calculating basis, depreciation recapture or the gain/loss from the sale of business property is within scope.)

Advising taxpayers about which method (e.g., installment sale, IRC 1031, etc.) is most advantageous for the prospective sale of business assets

Form 4562, Depreciation and Amortization (Including Information on Listed Property), line-by-line preparation

Form 4797, Sale of Business Property, line-by-line preparation

Form 6252, Installment Sale Income, line-by-line preparation

Form 8824, Like-Kind Exchanges, line-by-line preparation

Notice 2000-4, Calculation of Depreciation for Property Acquired in a Section 1031 (like-kind) Exchange

IRC 1031 - Advising taxpayers on how to structure a transaction to meet the requirements of Section 1031 exchange (Explaining the statutory requirements of an IRC 1031 exchange is within scope.)

IRC 1250 depreciation recapture using the applicable percentage to figure ordinary income because of other depreciation - calculation

IRC 179 - Advising taxpayers on what method of depreciation (including advice on electing the amount of IRC 179 deduction) is most advantageous

Capital Gains and Losses

CAS call sites answer all non-complex capital gains questions. However, do not complete complex calculations for the taxpayer such as calculating actual basis in complex situations.

Digital Assets, also referred to as Virtual Currency or Cryptocurrency (e.g., Bitcoin, Ether)

Mark-to-market transactions

Day trading

Stock Options (hedging transactions; notional principle contracts; puts, calls, and straddles; statutory/non-statutory employee stock options)

Egg Donors (capital gain or self-employment?)

IRC 1031 Like-Kind Exchange

Opportunity Zones (Tax Reform)

Miscellaneous

Form 23, Application for Enrollment to Practice Before the Internal Revenue Service

Form 637, Application for Registration (For Certain Excise Tax Activities)

Form 730, Monthly Tax Return for Wagers

Form 1128, Application to Adopt, Change or Retain a Tax Year

Form 4547, Trump Account Elections

Form 4678A, Election to Be Treated as an Interest Charge DISC

Form 4720, Return of Certain Excise Taxes on Charities and Other Persons Under Chapter 41 and 42 of IRC

Form 5300, Application for Determination for Employee Benefit Plan

Form 5300, Schedule Q, Nondiscrimination Requirements

Form 5500, Annual Return/Report of Employee Benefit Plan, including all 5500 series and schedules

Form 5695, Residential Energy Credits

Form 6251, Alternative Minimum Tax - Individuals

Form 8271, Investor Reporting of Tax Shelter Registration Number

Form 8848, Consent to Extend the Time To Assess the Branch Profits Tax Under Regulations Section 1.884 - 2(a) and (c)

Form 8994, Employer Credit for Paid Family and Medical Leave (Tax Reform)

Sec 965, Transition Tax on Untaxed Foreign Earnings (Tax Reform)

529 Account Funding for Primary School Education (Tax Reform)

Discharged Student Loans (Tax Reform)

Excess Business Losses (Tax Reform)

Health Savings Account (HSA)

Legal Assessments

General Rule for calculating taxation of distributions of pensions and annuities

Qualified Bicycle Commuting Reimbursement (Tax Reform)

Revenue Officers/Revenue Agents requesting account related inquiries, request technical support from their own BOD/functions.

ROs/RAs who need to request an Employer Identification Number (EIN) for a taxpayer, follow the instructions in IRM 21.7.13.3.8, Receiving EIN Applications From Field Compliance.

Schedule 1-A: (i.e., No Tax on Tips, Enhanced Deduction for Seniors, No Tax on Overtime, etc.)

25C Non-Business Residential Energy

Form 8936, Clean Vehicle Credit

Letter 2800C and 2801C, Withholding Compliance (WHC)

The information in this exhibit is for all assistors not receiving calls in the Default Screener application, who have determined that the caller’s question is about an OOS Tax law topic as stated in IRM 21.1.1.3(6), Customer Service Representative (CSR) Duties. The caller must be referred to the web site for information as OOS tax law questions are not to be answered or implied. Information provided to the caller must be limited to the resources available and basic directions for locating the information.

Initial response to the inquiry (or similar statement): "Thank you for calling us today about (paraphrase taxpayer’s question). I’m sorry, but we do not provide live help on this topic. However, I can provide you resources available to help you."

Advise the taxpayer that the following resources are available (other proper resources may be provided):

www.irs.gov - Click on Help at the top of the page and select the proper option

Publications can be accessed through the Forms and Instructions tab. Some examples are:

Pub 17, Your Federal Income Tax for Individuals

Pub 583, Starting a Business and Keeping Records

Pub 15, (Circular E), Employer’s Tax Guide

Pub 510, Excise Tax

Pub 559, Survivors, Executors and Administrators

Circular 230 for Tax Professionals

Access the Interactive Tax Assistant by entering "ITA" in the search box

For inquiries regarding Trump Accounts for Children, and/or Form 4547, Trump Account Election, employees must direct callers to: www.trumpaccounts.gov. Although a telephone line is available, it contains only limited information and will instruct callers to visit the website for the most current guidance. If a caller indicates that they do not have internet access, you may transfer the caller to 413838 (English) or 413839 (Spanish). See IRM 21.1.1.4(8), Communication Skills - General, for procedures that apply when transferring calls. The general information phone number is 844-454-7222. This line is available 24 hours a day, 7 days a week.

If the caller seems resistant to using the available resources, the assistor may remind the caller that www.irs.gov has easy to use tools to help answer tax questions such as the Interactive Tax Assistant designed to help find answers to tax questions quickly and easily. They can also enter their topic or question in the search box on the website.

For taxpayers who do not have internet access and would prefer to order forms and publications by phone, see IRM 21.3.6.4.1, Ordering Forms and Publications.

Close the call.

More information for assistors:

Where do I look on the internet? When you first enter the website at www.irs.gov, a search box is available at the top right-hand side. Enter your topic in the search box and click on the magnifying glass. Several options in the main body of text to help narrow your search are provided. On the home page, there are several tabs available to help you in your research (e.g., Make a Payment, Get Your Refund Status, Get Answers to Your Tax Questions).

More Internal Revenue Manual

Share

Facebook

Twitter

Linkedin

Print