telephone switching system

[[email protected]]

I'm sure this exists already, just looking for pointers.

Say I've got a room full of ten people, each of whom has a phone (a
call center).

Let's say one person now wants to take a bathroom break.

What kind of system would now re-route this call to one of the nine
remaining operators (or put the caller on hold)?

 

[Tim Wescott]

I'm sure this exists already, just looking for pointers.

Say I've got a room full of ten people, each of whom has a phone (a
call center).

Let's say one person now wants to take a bathroom break.

What kind of system would now re-route this call to one of the nine
remaining operators (or put the caller on hold)?

A PBX (Private Branch Exchange). Also known as a 'switch'. They have
various configurable algorithms for ring-down (i.e. routing calls to a
number of targets). It's probably easy to get one that would allow an
operator to punch in a 'not available' code, or with the right phone set
just push a 'not available' button.

You wouldn't want your operator to put someone on hold while they go for
a break, but that's a training issue.

If you just had 10 people and you didn't envision expanding you could
probably do this with a key system as well -- that's the kind of system
where the phone has one button ('key') for each line, and you push the
button for the line that's ringing to pick up. With a key system you
wouldn't have to have a 'bathroom break' code because the call would be
available to everyone. Key systems used to be quite different and less
expensive than PBXs, but these days the smarts are cheap and they are
looking more and more like each other -- so you probably pay by the line
no matter what.

If you're seriously considering this look in your yellow pages under
phone installers -- the better ones do this sort of stuff all the time
and will be able to guide you through the process.

--

Tim Wescott
Wescott Design Services
http://www.wescottdesign.com

Posting from Google? See http://cfaj.freeshell.org/google/

 

[[email protected]]

A PBX (Private Branch Exchange). Also known as a 'switch'. They have
various configurable algorithms for ring-down (i.e. routing calls to a
number of targets). It's probably easy to get one that would allow an
operator to punch in a 'not available' code, or with the right phone set
just push a 'not available' button.

You wouldn't want your operator to put someone on hold while they go for
a break, but that's a training issue.

If you just had 10 people and you didn't envision expanding you could
probably do this with a key system as well -- that's the kind of system
where the phone has one button ('key') for each line, and you push the
button for the line that's ringing to pick up. With a key system you
wouldn't have to have a 'bathroom break' code because the call would be
available to everyone. Key systems used to be quite different and less
expensive than PBXs, but these days the smarts are cheap and they are
looking more and more like each other -- so you probably pay by the line
no matter what.

If you're seriously considering this look in your yellow pages under
phone installers -- the better ones do this sort of stuff all the time
and will be able to guide you through the process.

--

Tim Wescott
Wescott Design Services
http://www.wescottdesign.com

Posting from Google? See http://cfaj.freeshell.org/google/

Thank you for the reply.

My wife told me she saw a news show which reported on call center
conditions in the Philippines. There were complaints from staff that
they were so busy they could not even take bathroom breaks, and many
suffered from uterine tract infections.

While this may not actually be true, I was curious what technology was
available.

Thanks,

Mike Darrett

 

[Tim Wescott]

-snip-

Thank you for the reply.

My wife told me she saw a news show which reported on call center
conditions in the Philippines. There were complaints from staff that
they were so busy they could not even take bathroom breaks, and many
suffered from uterine tract infections.

While this may not actually be true, I was curious what technology was
available.

Thanks,

Mike Darrett

You must realize that this isn't a technology issue -- employers who
aren't limited by conscience will do what they can get away with, and
will use any excuse that they can -- including invented technology
deficiencies. Unfortunately employers who _do_ have consciences often
find themselves to not be competitive. Adding insult to injury, they
rarely find themselves in the news being lauded for being good guys.

--

Tim Wescott
Wescott Design Services
http://www.wescottdesign.com

Posting from Google? See http://cfaj.freeshell.org/google/

 

[Jonathan Kirwan]

Thank you for the reply.

My wife told me she saw a news show which reported on call center
conditions in the Philippines. There were complaints from staff that
they were so busy they could not even take bathroom breaks, and many
suffered from uterine tract infections.

Ureter infections are caused by a lot of things and I've no specific
knowledge about them being caused by "holding it." But a real threat
might be a burst bladder if forced to continue long enough. Such an
event led to an infection that killed Tycho Brahe, ten days after a
dinner hosted by Baron of Rosenberg, when he refused to take a relief
break as a matter of perceived etiquette.

While this may not actually be true, I was curious what technology was
available.

It's unlikely that expensive, US-marketed solutions will help. Even
if the technology is available there would be the entire question of
supporting infrastructure (parts, service, roads and transportation,
etc) as well as capital expense to start out and any training needed.
The simple, low-tech, low-infrastructure solution is to allow them to
go to the bathroom.

Jon

 

[[email protected]]

Jonathan Kirwan wrote:

~crunch~

Ureter infections are caused by a lot of things and I've no specific
knowledge about them being caused by "holding it." But a real threat
might be a burst bladder if forced to continue long enough. Such an
event led to an infection that killed Tycho Brahe, ten days after a
dinner hosted by Baron of Rosenberg, when he refused to take a relief
break as a matter of perceived etiquette.

I googled UTI too, and I'm doubtful myself. So many things on The
Filipino Channel are just not true. But the possibility that it is
true intrigued me...

It's unlikely that expensive, US-marketed solutions will help. Even
if the technology is available there would be the entire question of
supporting infrastructure (parts, service, roads and transportation,
etc) as well as capital expense to start out and any training needed.
The simple, low-tech, low-infrastructure solution is to allow them to
go to the bathroom.

Jon

Are they expensive solutions though? The "key" system sounds
competitive and humane - reward the employees based on the number of
"keys" they were able to process. If you're sick that day, you won't
kill yourself at work...

Then again, bad management seems to be the norm rather than the
exception... unfortunate. Not only in third-world countries, but in
the US too:

http://ea-spouse.livejournal.com/274.html
http://joestraitiff.livejournal.com/368.html

Thanks all,

Mike

 

[Tim Wescott]

Ureter infections are caused by a lot of things and I've no specific
knowledge about them being caused by "holding it." But a real threat
might be a burst bladder if forced to continue long enough. Such an
event led to an infection that killed Tycho Brahe, ten days after a
dinner hosted by Baron of Rosenberg, when he refused to take a relief
break as a matter of perceived etiquette.

Holding it in can cause your bladder to lose muscle tone and not be able
to expel all the liquid*. Bacteria have an easier time living in the
retained liquid than a nice, empty bladder. Also, folks who aren't
allowed to take bathroom breaks tend to drink less** and more
concentrated urine _does_ lead directly to problems.

It's unlikely that expensive, US-marketed solutions will help. Even
if the technology is available there would be the entire question of
supporting infrastructure (parts, service, roads and transportation,
etc) as well as capital expense to start out and any training needed.
The simple, low-tech, low-infrastructure solution is to allow them to
go to the bathroom.

Jon

It's unlikely that _any_ technology-based solutions will keep a**holes
from being a**holes. Things aren't so bad in the US because we have
moderately strong labor laws***. As long as the countries in question
allow their employees to be abused it will happen.

* Amazing how we can keep this all stuffy and polite, isn't it?

** well, smart folks.

*** Which are, on the whole, in my opinion, about right. Too lax and
you get sweatshops like the ones in the Phillipines, too strong and you
have a situation like you get in western Europe, where it's easier to
get divorced than it is to fire someone.

--

Tim Wescott
Wescott Design Services
http://www.wescottdesign.com

Posting from Google? See http://cfaj.freeshell.org/google/

 

[Jim Thompson]

[snip]

*** Which are, on the whole, in my opinion, about right. Too lax and
you get sweatshops like the ones in the Phillipines, too strong and you
have a situation like you get in western Europe, where it's easier to
get divorced than it is to fire someone.

But isn't France just a WONDERFUL socialist country ?

...Jim Thompson

 

[[email protected]]

Holding it in can cause your bladder to lose muscle tone and not be able
to expel all the liquid*. Bacteria have an easier time living in the
retained liquid than a nice, empty bladder. Also, folks who aren't
allowed to take bathroom breaks tend to drink less** and more
concentrated urine _does_ lead directly to problems.

It's unlikely that _any_ technology-based solutions will keep a**holes
from being a**holes. Things aren't so bad in the US because we have
moderately strong labor laws***. As long as the countries in question
allow their employees to be abused it will happen.

* Amazing how we can keep this all stuffy and polite, isn't it?

So far so good...

** well, smart folks.

*** Which are, on the whole, in my opinion, about right. Too lax and
you get sweatshops like the ones in the Phillipines, too strong and you
have a situation like you get in western Europe, where it's easier to
get divorced than it is to fire someone.

*All* of western Europe?

I haven't been there since I was a kid (13)... I remember the SNCF
trains...

 

[Tim Wescott]

Jonathan Kirwan wrote:

~crunch~




I googled UTI too, and I'm doubtful myself. So many things on The
Filipino Channel are just not true. But the possibility that it is
true intrigued me...






Are they expensive solutions though? The "key" system sounds
competitive and humane - reward the employees based on the number of
"keys" they were able to process. If you're sick that day, you won't
kill yourself at work...

Then again, bad management seems to be the norm rather than the
exception... unfortunate. Not only in third-world countries, but in
the US too:

http://ea-spouse.livejournal.com/274.html
http://joestraitiff.livejournal.com/368.html

Thanks all,

Mike

But in the US, particularly for skilled professionals, you can jump ship
at the earliest opportunity to go work for someone sane. Sometimes you
have to keep your head down waiting for that opportunity, but it almost
always comes.

I had the pleasure of starting at a company that pulled this sort of
thing. First, I was warned so I just never worked more than I was
willing from day 1. Second, as soon as the job market jumped up 1/4 of
the engineering department, including more than 1/2 of the software
folks, left. Boy it was entertaining watching management scramble to
keep those of us who were left (and the absurd raises were nice, too).

--

Tim Wescott
Wescott Design Services
http://www.wescottdesign.com

Posting from Google? See http://cfaj.freeshell.org/google/

 

[Tim Wescott]

[snip]

*** Which are, on the whole, in my opinion, about right. Too lax and
you get sweatshops like the ones in the Phillipines, too strong and you
have a situation like you get in western Europe, where it's easier to
get divorced than it is to fire someone.

But isn't France just a WONDERFUL socialist country ?

...Jim Thompson

Oh give it a break. First, you're in troll mode, and second it's not
just France by any stretch.

And it isn't all that good -- in return for not being able to fire you,
ever, employers tend to view job-changers with deep suspicion. Where in
the US you can get a different job every two or three years* and be seen
as a tad aggressive, in most of western Europe (AFAIK, I've only heard
stories) changing jobs more than once or twice really brands you as not
being a team player.

* Now, once every 9 months or a year is a definite danger signal.

--

Tim Wescott
Wescott Design Services
http://www.wescottdesign.com

Posting from Google? See http://cfaj.freeshell.org/google/

 

[Tim Wescott]

Tim Wescott wrote:
-- snip --


*All* of western Europe?

That I can't say for sure, particularly since I've never been involved
in firing anyone outside of the US, and I've never tried to get divorced
anywhere at all. Hopefully we'll get some input from western Europe,
and then we'll know. If their abortion rules are any indication it's
harder to get divorced in Ireland than other places, so maybe that'll
carry some weight...

--

Tim Wescott
Wescott Design Services
http://www.wescottdesign.com

Posting from Google? See http://cfaj.freeshell.org/google/

 

[[email protected]]

AFAIK, it's easy to get rid of employees in the UK, just difficult to
do it cheaply (ie. for 'cause') except in the most extreme of
circumstances.

In some cases (management employees of quite long service, high level
of commitment such as relocation etc.), I think it might cost the
employer a year or two's worth of gross pay. Probably reasonable from
the employee's pov, but it would make one reluctant to hire..

This sounds an *awful lot* like Jim Thompson's communist arts professor
in ARIZONA, who was caught and had to be paid a lot of US $$$ since he
had tenure...

Jim... any comment?

 

[Spehro Pefhany]

That I can't say for sure, particularly since I've never been involved
in firing anyone outside of the US, and I've never tried to get divorced
anywhere at all. Hopefully we'll get some input from western Europe,
and then we'll know. If their abortion rules are any indication it's
harder to get divorced in Ireland than other places, so maybe that'll
carry some weight...

AFAIK, it's easy to get rid of employees in the UK, just difficult to
do it cheaply (ie. for 'cause') except in the most extreme of
circumstances.

In some cases (management employees of quite long service, high level
of commitment such as relocation etc.), I think it might cost the
employer a year or two's worth of gross pay. Probably reasonable from
the employee's pov, but it would make one reluctant to hire..

 

[Jim Thompson]

This sounds an *awful lot* like Jim Thompson's communist arts professor
in ARIZONA, who was caught and had to be paid a lot of US $$$ since he
had tenure...

Jim... any comment?

Long-term OLD employees generally can command a large severance.
Otherwise the employer has to face the possibility of an old-age
discrimination suit.

...Jim Thompson

 

[Spehro Pefhany]

This sounds an *awful lot* like Jim Thompson's communist arts professor
in ARIZONA, who was caught and had to be paid a lot of US $$$ since he
had tenure...

Jim... any comment?

Tenure is supposed to protect professors in particular... to grant
them academic freedom and make them relatively immune to political
pressure and summary dismissal for espousing ideas that happen to be
unpopular at the moment. The employment laws I'm talking about are for
everyone*. A salesman doesn't need academic freedom.

* well, excepting collective bargaining situations AFAIUI.


Best regards,
Spehro Pefhany

 

[Ken Taylor]

Tenure is supposed to protect professors in particular... to grant
them academic freedom and make them relatively immune to political
pressure and summary dismissal for espousing ideas that happen to be
unpopular at the moment. The employment laws I'm talking about are for
everyone*. A salesman doesn't need academic freedom.

* well, excepting collective bargaining situations AFAIUI.


Best regards,
Spehro Pefhany

Salesmen usually use poetic (or artistic?) licence - is that the same??

Cheers.

Ken

 

[Pig Bladder]

....
Thank you for the reply.

My wife told me she saw a news show which reported on call center
conditions in the Philippines. There were complaints from staff that
they were so busy they could not even take bathroom breaks, and many
suffered from uterine tract infections.

While this may not actually be true, I was curious what technology was
available.

That's simple - just outfit the call center with toilets instead of
lounge chairs.

 

[Spehro Pefhany]

Salesmen usually use poetic (or artistic?) licence - is that the same??

Cheers.

Ken

Lying. And they should get fired, with enthusiasm.



Best regards,
Spehro Pefhany

 

[Frithiof Andreas Jensen]

I'm sure this exists already, just looking for pointers.

Say I've got a room full of ten people, each of whom has a phone (a
call center).

Let's say one person now wants to take a bathroom break.

What kind of system would now re-route this call to one of the nine
remaining operators (or put the caller on hold)?

Hands-free Mobile Phones - no need for a break, one can "drop a
mallet" (as we say 'round here) while talking to cutomers ... "yup
sir - I am riight outside this lovely seafront property now; just
listen to the waves" ....