ken@sharkey.cc.umich.edu (Ken Jongsma) (10/19/90)
There was an interesting article in a Penn. newspaper yesterday. I was only in the area for a few hours and did not get a chance to confirm it. The columnist was going on about how lazy people are getting and cited Bell of PA as an example. Apparently, when you ask for a directory number in PA, you get the usual computer generated answer, followed by the suggestion that for an additional 30 cents, you can be connected automatically. Presumably, these are for local calls, or perhaps in addition to the toll charges. I know we've talked about this in the Digest before, but I hadn't realized any telco had implemented it yet. Ken Jongsma ken@wybbs.mi.org Smiths Industries ken%wybbs@sharkey.umich.edu Grand Rapids, Michigan ..sharkey.cc.umich.edu!wybbs!ken
slr@tybalt.caltech.edu (Steve Rhoades) (10/22/90)
In article <13846@accuvax.nwu.edu> wybbs!ken@sharkey.cc.umich.edu (Ken Jongsma) writes: >Apparently, when you ask for a directory >number in PA, you get the usual computer generated answer, followed by >the suggestion that for an additional 30 cents, you can be connected >automatically. Presumably, these are for local calls, or perhaps in >addition to the toll charges. This service is available in the northern section of Oakland, Calif. also. An otherwise local call costs 35 cents (normally 20 cents). Apparently it's only available from "real" (Pac*Bell) coin phones. Internet: slr@tybalt.caltech.edu | Voice-mail: (818) 794-6004 UUCP: ...elroy!tybalt!slr | USmail: Box 1000, Mt. Wilson, Ca. 91023
CRW@icf.hrb.com (Craig R. Watkins) (10/23/90)
In article <13846@accuvax.nwu.edu>, wybbs!ken@sharkey.cc.umich.edu (Ken Jongsma) writes: > I know we've talked about this in the Digest before, but I hadn't > realized any telco had implemented it yet. Yup. An interesting aside is thinking about how one would block this service on a PBX that allows access to DA, but would rather have users dial the number themselves. Maybe they should make DA a 976 number! Craig R. Watkins Internet: CRW@ICF.HRB.COM HRB Systems, Inc. Bitnet: CRW%HRB@PSUECL.Bitnet +1 814 238-4311 UUCP: ...!psuvax1!hrbicf!crw
konstan@elmer-fudd.berkeley.edu (Joe Konstan) (10/23/90)
In Telecom Digest V10 #752 Steve Rhoades writes: >This service is available in the northern section of Oakland, Calif. >also. An otherwise local call costs 35 cents (normally 20 cents). Actually it stretches up into at least Contra Costa County (Richmond and San Pable) as well and costs 35 cents IN ADDITION TO the 20 cents. I tried a local call and it asked for 55 cents. If nobody else has, I'll try more expensive calls and see how far within Pac*Bell land the service carries. Joe Konstan
Richard.Lerner@lerner.avalon.cs.cmu.edu (10/24/90)
When you call Directory Assistance in (Pittsburgh) Pennsylvania, after you give the operator the name you want to find, you FIRST get a 15 second or so recording about auto connect (its a $.30 surcharge) and THEN get the number you desired. What a waste of time! They should at least give you the number first. I think that the designers of automated phone systems (and other systems) often forget that peoples' time is of some value. They consider only the most naive users and ignore the effects of the system on "more advanced users". Other examples are phone menus with agonizingly long descriptions of your options in a slow deliberate monotone voice; "If you are calling from a pushbutton phone <long pause> pleeeze dial 1 to connect you with a sales representative. <long pause> If you are in need of service or repair, pleeeze dial 2. If you ... If you are dialing from a rotary phone, please hold the line and an operator will assist you." Less socially friendly, but more user-friendly would be: "Push 1 for sales, 2 for repairs, ..., or hold for an operator." My most recent example of poor design was when I called Sprint to be added to their frequent caller program. The number was answered with a phone menu (like the long one above). Having the requisite touch-tone phone, I pushed 1. The machine next asked for my account number. Since I was calling from work, I did not have my number handy and I figured that my name would be sufficient if someone would listen to it. So I waited for a time out... "Please enter your account number now" ... "Please enter your account number now." ... "Please enter your account number now." .... Finally, the machine just hung up!!! I should point out that this number is not Sprint's normal customer service number, but a special number for their frequent caller program (possibly some outside vendor) and when, upon calling back and waiting through their phone menu recording, I finally did speak to an operator, she sounded sincere when she said she would forward my comments to the appropriate people. Rick Lerner (ral+@cs.cmu.edu) School of Computer Science Carnegie Mellon University End of TELECOM Digest V10 #756 ******************************
gkj@cunixb.cc.columbia.edu (Gregory K Johnson) (10/25/90)
In article <13943@accuvax.nwu.edu> Richard.Lerner@lerner.avalon. cs.cmu.edu writes: >[...] My most recent example of poor design was when >I called Sprint to be added to their frequent caller program. The >number was answered with a phone menu (like the long one above). >Having the requisite touch-tone phone, I pushed 1. The machine next >asked for my account number. Since I was calling from work, I did not >have my number handy and I figured that my name would be sufficient if >someone would listen to it. So I waited for a time out... "Please >enter your account number now" ... "Please enter your account number >now." ... "Please enter your account number now." .... Finally, the >machine just hung up!!! AT&T College & University Systems has a brain-damaged computer that does this also when it asks you for your account number. But what was most galling was that when I called back and waited for an operator, the operator couldn't look up my account number! This is one of many tales of woe with ACUS. In my opinion their service is completely incompetent. Greg
vances@xenitec.on.ca (Vance Shipley) (10/25/90)
In article <13846@accuvax.nwu.edu> wybbs!ken@sharkey.cc.umich.edu (Ken Jongsma) writes: >Bell of PA as an example. Apparently, when you ask for a directory >number in PA, you get the usual computer generated answer, followed by >the suggestion that for an additional 30 cents, you can be connected >automatically. Presumably, these are for local calls, or perhaps in >addition to the toll charges. This is almost certainly provided from a Northern Telecom TOPS MP system. In my NT Product Handbook the following description is found (sic): TOPS MP TOPS MP (Traffic Operator Position System Multipurpose) is a universal operator system developed to meet emerging call-processing requirements. Designed to allow telephone operating companies to combine multiple operator functions into a single work station, TOPS MP also provides optimal operator efficiency, reliability, and comfort. Through its fully-integrated proprietary interface with DMS-200 and external data bases, TOPS MP offers a universal approach to operator services. Traditionally, separate functions of toll services and directory assistance are combined in the same trunk network, automatic call distributors, and operator teams. In addition to providing multiple data base access, TOPS MP provides integrated alternate billing and audio response for new services, and integrated voice and data interfaces. Such integration consolidates tasks and eliminates the need for seperate management, clerical, and methods of support for each function. DMS-200 TOPS introduced in 1981 TOPS MP introduced in 1987 Product Summary Nomenclature: TOPS MP Features: The initial TOPS MP offering, TOPS MP Version 1, is a Toll and Assistance (TA) system integrating state-of-the-art developments in ergonomics and producing the lowest Average Work Time (AWT) in the industry. TOPS MP Version 2, the latest advance in operator-service capabilities for the telephone operating company, adds Advanced Directory Assistance (ADA) and Intercept (INT) services to the functionality of TOPS MP Version 1. Advanced Directory Assistance offers major improvements over current Directory Assistance (DA) service offerings by including all of today's DA services with the power of a full-service Toll and Assistance tandem switch with Automatic Call Distribution (ACD). Revenue-generating services such as automatic or operator Directory Assistance Call Completion (DACC), ADA branding and per-DA-request billing (with alternate billing service options) are integrated features of TOPS MP Version 2. Intercept on TOPS MP Version 2 provides the full range of intercept services required today, and serves Automatic Intercept Service (AIS), Operator Number Identification (ONI) and Automatic Number Identification Fail (ANIF) intercept, and split referrals. Where appropriate, Version 2 also serves intercept recalls to an operator so that further assistance can be given to an intercepted call. Benefits: TOPS MP supports multiple network trunking arrangements. Advanced Directory Assistance, Intercept, and Toll and Assistance calls can arrive on seperate or combined trunk groups. TOPS MP Version 2, and any Version 1 site with BCS27 or higher software, can support up to 100 entries in the Outgoing Trunk (OGT) list. The OGT list consolidates the OGT,Transfer (XFER), and Assistance functions of TOPS MP Version 1 and TOPS 4 systems. With TOPS MP Version 2, operator-services management can combine all TA, ADA, and INT activities in a fully integrated multipurpose system, or the services can be administered through seperate teams. In either mode, only one ACD group is required to serve all operator service needs, as well as other possible network requirements, such as access tandem functions. With a single ACD group, TOPS MP Version 2 performs the functions that currently require three seperate ACD groups in most applications. To support the administration of TOPS MP, Northern Telecom provides statistical data that allows administration of a universal position system. Statistical data for TA, ADA, and INT are outputted for each basic service and also are combined in order to evaluate total system performance. TOPS MP also goes far beyond the capabilities of current operator-services work stations or personal computer-based systems by allowing telephone operating companies independent access to selected service nodes and data bases, thereby giving management team full control of the office. Vance Shipley SwitchView - The Linton Technology Group (519)746-4460 vances@ltg or ... uunet!watmath!xenitec!ltg!vances
dpletche@jarthur.claremont.edu (David Pletcher) (10/27/90)
In article <14014@accuvax.nwu.edu> gkj@cunixb.cc.columbia.edu (Gregory K Johnson) writes: X-Telecom-Digest: Volume 10, Issue 762, Message 7 of 13 >AT&T College & University Systems has a brain-damaged computer that >does this also when it asks you for your account number. >But what was most galling was that when I called back and waited for >an operator, the operator couldn't look up my account number! >This is one of many tales of woe with ACUS. In my opinion their >service is completely incompetent. Another particularly annoying feature of ACUS is that great AT&T itself is charging based on a timeout rather than answer supervision. In the literature we got with our cards it warns us that we will be charged for our call if we let it ring more than five times. To further complicate matters, our campus PBX is set up badly so that you cannot reliably hang up when you want to. Often the phone starts ringing again after a few seconds, and when you pick it up you hear your outgoing call in progress (which you are now being charged for after the fifth ring.) In light of recent messages which said that uncompleted interstate calls cannot be charged, I am thinking about taking this up with the FCC. It sounds like ACUS does not believe in echo-cancellation either; when I make outgoing long distance calls it sounds like I am calling from inside a cave to both parties. When I am called by others I do not have this problem. I have spent quite a long time on the phone with AT&T people and campus phone service people; neither will accept responsibility or even claim to understand what I am talking about. I really expected better from AT&T. David Pletcher dpletche@jarthur.claremont.edu