Hi.  As you may have noticed, we have a new phone system in place.
While there are some real problems with it (surprize!), many problems can
be avoided by knowing a little more about the system.  To help spread the
knowledge, I plan on publishing a semi-regular newsletter (like this one)
which has a "featured feature".  I will try to discuss a problem or issue
that is of interest to the most people at that time--second-guessing what
would be the most common question or complaint.

	The first featured feature is COMPLAINTS, QUESTIONS, and CHANGES.
(How's that for second-guessing?)

	To start with:  The primary "phone guy" is me, Steve Suttles.  I
worked with people from Atari and with Rolm, trying to set up the system
as closely as possible to what we needed.  I work for Dave Shepperd, who
runs the computer systems group (in engineering).  It is our group that is
responsible for the care and feeding of the telephone system, since it is
actually a computer running the show.  The "pecking order" for phone work
is: Steve Suttles, Dave Shepperd, Stephanie Mott, and Mike Albaugh.  There
shouldn't be any long time when you can't reach any of us, but we are known
to go out to lunch once in a great while.

	As I mentioned, I specified to Rolm how the phone system was to
operate.  Of course, needs change, and by the time the system was ready to
be installed, there were several changes already pending.  Also, there were
a lot of things we did wrong, or we didn't get the right information, or I
made assumptions that were not justified.  Which brings us to questions
and changes.

	My extension is 1710.  If you call me, I will answer questions as
well as I can.  If you call me and ask for a change, I will tell you that
I will do it (because I intend to) and then forget (because I get a LOT of
phone calls).  SO, if you really want the change(s) made, I need something
in writing so that I can use it to remind myself.  For those of you with
VAXMAIL capability, you can send mail to (KIM::)ROLM.  Our group watches
the mailbox and we will check it out when something shows up.  If you aren't
hooked up to the vax, send me (Steve Suttles @675, NOT ROLM!) a note saying
what you want done.  If I disappear (vacation or some such nonsense), our
group will still pick it up.

	Changes:  Any phone or phone number in the system can be made to
look/act/work like any other.  While there are obvious differences between
the single-line phones and the electronic telephone sets (ETS), they have
essentially the same capability.  So if you would like to have your phone
do what someone elses does, there shouldn't be a problem.  For example,
if your phone doesn't system-forward after 3 rings, and you would like it
to, it is simply a matter of telling the phone system that your phone should
do that.  If I am unable to make a change you request, I will let you know
why, and suggest whatever alternatives might be helpful.


		Looking forward (fearfully) to hearing from you,

		Steve Suttles
sas

	HOLD .vs. HANG ONTO

	There has been some (some???) confusion about exactly what HOLD is
and how long HOLD will HOLD for.  So, here goes:

	There are two kinds of hold on the system.  There is the star-nine
hold you heard about in class, and another kind you get automatically whenever
you FLASH.  The kind you ask for with a star-nine is called a hang up hold,
because after you ask for it you may hang up the phone.  The other kind is
called an off-hook hold, or flash hold, because if you hang up, the system will
KNOW that you forgot about the call (or how to get it back) because you didn't
say you wanted to hang up (i.e., it was not a hang up hold).

	Why are there two kinds?  Because when you flash, SOMETHING has to
happen to the call you were on, and it's not fair to assume that the call
will wait for five minutes or so, if you DO forget.  And it is neccesary
at times to put someone on hold for longer than a few seconds.

	Here's the timing info:  When you flash, you start a timer.
If you don't reconnect (star-one or CNCT) to the guy you were talking to,
or do something with or to him (like add him in on a conference call,
or transfer him, or park him somewhere, etc) before the timer gets to
35 seconds, the call will go to the operator.  If you hang up before this
time, your phone will immediately ring, and he will be treated as an incoming
call.  When you put someone on hangup hold, he will wait 75 seconds (a
minute and a quarter) before doing anything.  You can hang up, and he won't
bother you.  After that 75 seconds, he starts watching your phone; if it becomes
non-busy, he becomes an incoming call as before.  But if your phone stays
off hook, he gives up AFTER FIVE MINUTES (not 35 seconds) and goes to the
operator.

	Now a lot of people have complained that this isn't exactly the way
it works;  but there is a consistent explanation.  The button on an ETS marked
HOLD under the three lines is a flash hold, and not a hangup hold.  I think
that ROLM screwed up, and should have labelled it FLASH.  But it isn't exactly
a flash button either.  On single line phones (Rolm calles them FLASHPHONES[tm])
you can flash and then do things like report a bad line, or key in the code
for park and an extension;  you can do something WITH or ABOUT the other call.
On ETS's, you can't do that.  If you hit the HOLD button, you have FLASHed,
as you can tell by the series of tones, but you may as well be on a different
line; you can't affect the other call.  Also, if you change lines and come
back, you are automatically reconnected to your previous call--you don't get
the double tone of a call on hold, EVEN WITH A HANGUP HOLD.  This is also
more like the multi-button phones than like the single-line phones.

	You should know that PARKING a call on an extension is the same as
the call being placed on HANGUP hold by that extension.  It will wait 5 minutes
before going back to the operator.  But if you want to have someone wait longer
than half a minute, you MUST key in a star nine (hangup hold) or the call will
go to the operator.

	I am experimenting with ETS keyboard layouts.  MAIL (VAX or paper) any
suggestions to me.  I already plan on a minimum of PICK, SAVE, REPEAT, BAD LINE,
and if I can figure out how, hang up hold.  Suggestions could include names
for the hangup hold button (wait? hang on? ho-o-o-old? take 5? stall? thimk?
working...?  Not working?  toilet break?  Coffee break?  vacation?  Sabbatical?
Maybe you guys better come up with the name...)

	I know this feature was mostly aimed at the ETS users, but don't you
fret, you guys with the "simpleton" phones...  I'll get you too...

	It has become apparent during the last week that the phone system
has a problem with one of the incoming lines.  An outside call rings your
phone, and when you answer it, it sounds like someone is there, but they
say nothing.  No matter what you do to convince them to talk, they sit there
and wait.  Eventually, they hang up.  Soon after, they call again, and
comment that they had a problem getting through.  More than one person
has logged this complaint.

	Here's what I beleive happens:  They dial the number, and the
phone company connects it to the Rolm system.  The Rolm system rings
your phone, and tries to send a ringing tone to the caller.  Somewhere
along the line, the transmission of sound of any kind from the Rolm
switch to the caller is blocked.  You answer your phone, because it is
ringing, and the same thing happens--they hear nothing.  They sit there
waiting for the phone to ring, and eventually decide that the call didn't
go through.  So they try again.
	
	So, we either have a bad trunk line from the phone company, or
we have a bad trunk card.  Unfortunately, we have 40 incoming trunks.
In order for me to tell which card/line pair is suspect, I need your help.
When this happens, (you get a call from someone who can't tell you are there),
please FLASH and dial *563.  This must be done before you revert to dial tone.
It can be done just after they hang up, but you must be quick about it.
ETS users don't have to FLASH, and some of you have BAD LINE buttons, which
do the same thing.

	What this does for me, is make an entry in a short list of complaints,
which will tell me the extension, the time of day, and the trunk line.  When
I get more than one complaint with a given thing in common (like trunk line),
then I know where to start looking, and I can clear it up.  Up until then, we
will have to put up with ghost callers (or whatever the current problem is)
or pull off each of the 40 lines until the problem is found.

	By the way, BAD LINE does not just apply to ghost callers.  Anytime
you have a complaint about the quality of a call, FLASH *563.  We can fix
noisy (hissing) lines, lines with other people talking on them, etc, if we
can tell the telephone company which trunk is giving us the problem.  It would
be a big help if you could drop me a note when you report a bad line letting
me know the time and extension you were at, and what the complaint was about
(hissing is one thing, ghost callers is another).

	Thanx in advance for all your help.

sas

	This announcement is about the BAD LINE feature.

	This might not sound like much to you, but it is.  When you
are making or receiving an outside call, several parts of the switch
come into play.  Of course, your telephone is involved, and the wires
going to the telephone switch, but once it gets into the guts of the
switch, your call can use as many as 80 different parts to get out
of the company and into the public network.

	When you get a "bad line", it might be because of your end,
but most likely, it is one of the trunk lines that hook us up to the
public network.  I can fix your line easily enough, but if I can't
find the problem, I can't do anything about it.  That's where BAD LINE
comes in.

	When you get a bad line, if you'll do the following, it will help.
WHILE YOU ARE STILL CONNECTED (even if nobody is there), FLASH, and dial
*563.  Remember the star.  That will make a note in the computer, and it will
tell me WHICH of the outside lines you were using.  The problem may be on
our end, or it may be on the public end (which we can't help).  But, if
several people (more than one) complain about a given trunk line being bad,
I have somewhere to look.  If we get complaints about bad lines, but they don't
stick to one trunk or another, I can call the phone company with times and
trunk numbers so they can ask their computer which lines were involved.

	If you DON't do this, I can do almost nothing about the problem.

	It doesn't harm anything to log a bad line when all that is involved
is internal extensions.  But it doesn't log it either (I don't know why, it's
not my program).  If you get a bad line on an INSIDE call (anything you didn't
dial a 9 for first), you'll have to make the note for me.  I'll need to know
what extensions were involved (yours, and what other NUMBER (not name)).
Presumably, if we have a bad line on the telephone side of our switch, it
will always give poor connections.  So it should be easy to find and fix.
If you tell me.  If you don't, I won't fix it.  So there.

	The reason for sending this out, now, after being here over a year,
is that apparently it is a well-kept secret.  We have had a line that didn't
work right (sometimes real staticy, sometimes nobody there) for the last
two or three weeks.  Evelyn logged it at the operator console 3 times last
week, so I was able to find it.  It was taken out of service at 10:00 last
Friday.  Since then, I have found out that literally DOZENS of people knew
about it, because there have been several verbal complaints about noisy
lines or completely silent ones.  I am under the impression that the problem
was eliminated at about 10:00 last Friday morning.  If you have had problems
SINCE then, please let me know.  If you have problems in the future, PLEASE
LOG THE BAD LINE (flash-*563).  We don't have to wait for the line to drop
dead before we fix it, and we won't, if I can find out sooner.

	Sorry for the length of the message.  I am hoping that by knowing
why I want you to do that, and what it will do for you, that more people
will log the bad lines and we won't have another period of people thinking
they were hung up on (because they couldn't be heard) or having to shout
to be understood.  It leaves Atari Games, and everybody here, with a poor
image that isn't necessary.

	Thanx for reading this far, and thanks a lot for logging those
bad lines with flash-*563.

sas

	Recently, there has been a significant increase in the number of
"mistakes" in dialing toll free numbers.  Generally, when making an outgoing
call, if the 9 (for an outside line) is omitted, no problems arise, other
than the caller not getting what he wants.  However, since 80 is the current
paging number for Engineering, the rest of the dialing tones go over the
paging system.  Despite a reminder sent out by junk mail, the problem
continues to worsen.  So,...

	Effective Monday, October 12, the paging access for Engineering will
be 85, not 80.  Dialing an 80 will immediately result in an error tone, so
those who forget the leading 9 will have a more immediate indication.

	Also, there have been inquiries as to dialing credit card calls.
With our system, the "normal" sequence is not possible.  It is possible to
speak to the long distance operator for Pacific Bell.  From a Pacific Bell
telephone, you are instructed to dial 00; however, Pacific Bell is not our
normal long distance carrier, and this will not work!  Because of several
irregularities, it has been found to work on rare occasions to dial 9,0;
and then wait until the call is placed, but before the operator rings;
and continue with the number you want to call.  This also is not reccomended;
there is an excellent chance you will be routed to the wrong number (missing
part of what you dialed) at your expense (the billing portion seems to work
just fine).  Instead, the reccommended procedure is:  Dial #600 (pound, six,
zero, zero) WITHOUT a leading nine.  You will be connected to the Pacific
Bell long distance operator.  You may then explain that you wish to make
a credit card call, and give the information vocally.  Most times, the
operator will suggest that you can dial the call yourself, saving some money.
It is not possible on our phone system.  It was built before telephone
deregulation, and doesn't have the capacity for dialing embedded access codes.

	To recap:  Next Monday, the Engineering page will be 85, not 80;
Paging codes for Administration (86) and building 735/warehouse (87) are
unchanged.  Credit card or collect calls can be made by dialing #600, WITHOUT
the leading nine;  this is already in effect.

sas

	WARNING!	WARNING!	DANGER!!	DANGER!!

	I am sure we have concientious employees who arrange to pay for those
personal calls they are forced to make from work.  The most convenient way
is to use telephone company credit cards.  If you fall in this category,
this message is for you.

	There are a few things you should know.

	MCI is the normal carrier of all long distance calls placed through
Atari's phone system.  By itself, this is not a problem.  However, they have
recently started a moneymaking scheme that you should know about.  If you
dial as though to make a regular credit card call, using another carriers
card, THEY WILL PROVIDE THE "BONG" that AT&T callers are used to hearing.
If you then key in your credit card number (usually AT&T), they will honor it,
completing the call for you.  When you get your bill, you will find that you
paid four to ten times the going rate, and the charge is tacked onto your
regular AT&T bill through a cooperative service.  If you don't pay, AT&T loses,
and they generally blackball you and rip out your cord by the roots.  This
information, incidentally, applies to pay phones as well as Atari's system.
You should make sure of your carrier before giving the card number.

	Another nifty detail is that coin calls are cheaper, at least local
ones.  I have found through my own experience that what would have costed 20
cents in change can cost up to four dollars if you tell it your number.  I am
told that out-of-lata calls are cheaper by calling card, but infra-lata
calls are definitely not.  The lata we are in includes all of the 408
area code, all of 415, and most of 707.  If you are in these area codes,
(and I'm assuming that the phone your card is associated with is also)
you should pay coins to coin phones if you have the option.  If you are not
within these area codes, use the card; it's easier AND cheaper.

	One more tidbit is that (to the best of my knowledge) only AT&T has
long distance operators.  If you have trouble with a long distance call, if
it's not with AT&T, you just have to keep trying.

	The rest of this text is directions on how you can use your carrier
to place a credit card call.  It isn't necessary (or even desirable) to read
those that don't apply to you.

FROM INSIDE ATARI ON MCI
	DO NOT DIAL NINE.  Instead, dial the pound key, and 624 (pound MCI).
	Wait for the dial tone AFTER it goes through (you'll hear rings first).
	Next dial the number you want to call.
	Wait for the bong, beep or bell (definitely NOT a dial tone).
	Now dial your credit card number.
	Your call should go through; the charge will appear on your home bill.

FROM INSIDE ATARI ON AT&T
	DO NOT DIAL NINE.  Instead, dial the pound key, and 600.
	Wait for the AT&T long distance operator.
	You will have to explain that our antiquated system will not allow you
		to direct dial.  You may or may not convince the operator on
		the first try.  Ask for a station-to-station call (unless you
		want person-to-person).
	You will be asked for the number you want to call and your card number.
	You will be billed on your home bill for an operator-assisted call.
		Sorry, but that's the best we can do;  AT&T doesn't believe
		in these relay numbers that everyone else is using.

FROM INSIDE ATARI ON SPRINT (using a FONcard)
	DO NOT DIAL NINE.  Instead, dial the pound key, and 678
	Wait for the dial tone AFTER it goes through (you'll hear rings first).
	Next dial the number you want to call.
	Wait for the bong, beep or bell (definitely NOT a dial tone).
	Now dial your credit card number.
	Your call should go through; the charge will appear on your home bill.

FROM an OUTSIDE LINE ON MCI (on ANY telephone with a network-supplied dial tone)
	Dial 0, 10222, area code, exchange, extension.
	Wait for the bong, beep or bell (definitely NOT a dial tone).
	Now dial your credit card number.
	Your call should go through; the charge will appear on your home bill.

FROM an OUTSIDE LINE ON AT&T (on ANY outside telephone)
	Dial 0, 10288, area code, exchange, extension.
	Wait for the bong, beep or bell (definitely NOT a dial tone).
	Now dial your credit card number.
	Your call should go through; the charge will appear on your home bill.

	Optionally, you can just dial 0, 10288, and wait; an operator will come
		on the line, and you can explain whatever it is you want to do.

FROM an OUTSIDE LINE ON SPRINT (using a FONcard) (on ANY outside telephone)
	Dial 1-800-877-8000.  This connects you to the Sprint network.
		Any carrier must get you to any 800 number, free.
	Wait for the dial tone AFTER it goes through (you'll hear rings first).
	Next dial the number you want to call.
	Wait for the bong, beep or bell (definitely NOT a dial tone).
	Now dial your credit card number.
	Your call should go through; the charge will appear on your home bill.

TO DETERMINE WHAT COMPANY WILL CARRY YOUR CALLS IF YOU DON'T SPECIFY:
	(this only works on outside lines)
	Dial (700)555-1212	yes, 700.  You will get a (free) recording
		saying who your long distance company is at that time.
		This number is intended as a service for people who are
		changing carriers so they can tell if it worked or not.

IF YOU'RE STILL LOOKING FOR YOUR LONG DISTANCE CARRIER, I don't know how to do
	it yet, so let me know and we'll experiment.  I'll publish the results
	so everybody can learn how.

sas

	In general Steve's memo was quite informative and accurate, but you
should note the following:

	Our LATA does _not_ include all of 408. Carmel peninsula and perhaps
as far north as Aptos are not included, but are (408).

	Inter-Lata calls _may_ be cheaper by credit card, but this is
totally at the discretion of the COCOT (Customer Owned Coin Operated Telephone).
Many (if not all) of these contract with an AOS (Alternative Operator Service)
for any billing, and apply a totally unregulated surcharge (300% is not
uncommon) for the "work" of forwarding your credit card number to your
LD carrier.

	ATT have the only "in-house" operators so far, but all the others,
to my knowledge, have contracts with AOS's to handle "operator-assisted"
calls. The surcharges range from annoying to extortionate. As a rule of
thumb, if you find yourself talking to an operator who does not specifically
identify him/herself as ATT, HANG UP or be prepared to pay through the nose.
Note also that these people are carefully trained to give the impression that
they work for the LD carrier you thought you were using without actually
stating it (which would be illegal).

	It may be legally true that any carrier must get you to any 800
number free, but it is not the case that any COCOT necessarily will place
the call. These leeches make big bucks by forcing you through their LD
carrier and AOS, and will desist only as and when forced to do so by
state attorneys general. At present about six states are looking into
the widespread abuses of COCOTS and AOSes but California is not among them.

	If you think this is bad, don't even _think_ about placing a call
from a hotel!

	Would now be a good time to suggest that the next time you run
across a COCOT, you inform the proprietor of the establishment that if
they do not value your patronage more than an extra quarter, perhaps
they can do without it?

				Flame off
				Mike

	Hey, Tengen affictionados:

	We can't dial Tengen directly as though they were extensions,
cuz the hardware didn't work reliably enough, and it cost an arm and a
leg.  However, there is a system speed dial to help you along.

	At an INSIDE dial tone, you can dial pound-6, and the last 4
digits of a Tengen extension (which you can get off the phone list).
The first two digits of this will be 94.  So, if you wanted to call
their operator, you would dial pound, 6, 9, 4, 0, 0 (their operator's
phone number is 473-9400).  DO NOT DIAL 9 first, or you'll get wierd
(but inexpensive) (and also useless) results.

	For those of you with ETS sets, you can replace the pound-6
part with SYS SPD.  So you dial SYS SPD, 9, 4, 0, 0 to get the operator.

	Of course, for those whose tired fingers can't learn new tricks,
the old way (9, 473-94xx) will still work.  As will the old corporate
phone number (ends in 2650), which we are trying to phase out.

	The phone list is again being updated.  Be patient; James has
quite a few things to do before he can give you a nicely printed copy.
Watch for them at your local mail station, and let your fingers do
the talking!

sas

	I just got a flyer from Pacific Bell with regards to a new rate
proposal.  The folder is very informative.  It confirms much of what was
speculated and surmised, and the new rates attempt to address some major
discrepancies.  The way things are now:

	Depending on whose pay phone it is, local calls can cost any amount
they want to charge.  Of particular significance is that some calls may be
rejected.  Also, calls from a pay phone may be cut off in the middle (or
even in the beginning) if you are calling from a non-reputable (read non-
Bell-Operating-company) pay phone.

	You may or may not be able to get to 800 numbers, 911, and even 0
may not work.  Often you can't select long distance carriers.  You probably
won't be able to dial 411, or 555 numbers in any area code.  The reason is
that they can't charge you for those calls; they don't make money, you can't
talk.

	Many pay phones are unmarked or misleadingly marked with regards to
operating company and long distance carrier.  As Mike has pointed out, many
unethical companies go to great lengths to allow you to decieve yourself
(they won't explicitly identify themselves as AT&T or Pacific Bell or any
Bell operating company, but they will suggest it and allow you to believe it).

	There is a 40 cent surcharge per call for using calling cards from
a pay phone.  The way I read it, it is irrelevant whose card it is (Pac Bell,
AT&T, MCI, Sprint, or Fly-By-Night Enterprises).  There is also a $1 surcharge
for collect calls, so don't expect to save money that way.

	They are proposing to fix many of these wrongs.  The surcharges will
remain, however.  In addition, they are proposing a 30 cent surcharge for
operator assistance (any number starting with 0), which will be charged in
addition to the 40 cents or dollar charge for the call itself.

	The Bell operating companies (Pacific Bell, Nevada Bell, etc) are
known to be reputable.  You're not going to get screwed by these guys.  The
major long distance carriers (AT&T, MCI, Sprint, and there may or may not
be others, but I know about these guys) are also in it for the long haul, and
don't want to lose your business at home or work because of a single call.
But the other guys (FBNE, etc) are out for the quick bucks, and specialise
in pay phones and hotels.  Some hotels are rejecting the low bidders on phone
services because the guests get so inflamed.  This is currently news...most
allow the customer to pick up the tab, and the heat.  If you travel, check
at the desk BEFORE you pick up the phone.  Some hotels even charge you to
call the front desk.  And check your bill; if you call somewhere on a calling
card, sometimes the computer will charge you anyways, and at hotel rates.

	The point of all this is:  The situation is very bad.  It's easy to get
taken, and for an awful lot of money.  Don't use hotel phones unless you know
in advance what carrier they use (you probably won't be able to select) and
you know about the hotels phone rates, and you STILL want to make the call.
On a pay phone, ALWAYS select your carrier.  Don't make local calls on calling
cards.  And last but most important, if a pay phone or hotel phone is deemed
unacceptable, COMPLAIN.  Go down to the desk and ask the manager where you
can make a call without getting reamed, just to let him know that he is losing
business.  Ask him "what other hotels use this phone system so I can better
plan my next trip."  If you can't dial information or the operator, mark the
phone out of order.  If you can't select your carrier at a pay phone (ALWAYS
select your carrier, even for what you think are local calls), complain to
the owner of the business that his phone service is inadequate, and ask to
use his phone.  When he says he won't, ask where to find another 7-11 or 
gas station or (whatever business it is) that has a pay phone that works.
ALWAYS mark the phone out of order (and why) when you discover something you
should be able to do but can't (like no 800 calls).  Maybe these guys will
wise up and clean up their act, or wise up and close up.  And you'll save
yourself a fortune, even if it is only calling for pizza to the hotel room.
A local call from a hotel can run past $10.

	Selecting a carrier:  There is a number (10288 or 1-0-ATT for ATT,
10222 for MCI, and another (102xx) for any other carrier.  You insert this
before the call.  Your normal long distance carrier is trying real hard
for you to memorize their number.  You should.  I don't remember the one
for Sprint, but if Sprint is what you use, look on your bill, and I'm sure
you'll find it.  Only depend on what you know to be the case (your home
carrier and the carrier at work (which is MCI, by the way)).

	The soapbox is now available for the next speaker.

sas

	We are running out of numbers!!

	In late 1991, Pacific Bell will begin to require (408) prefixes
to dial a 1 before any area code.  This is already the case in the (415)
area code.  The bottom line is that YOU MUST dial 9(to get out)-1-area-number
after this starts, and 9(to get out)-number for 408 numbers on our phone
system.

	This dialing is available and will work now, if you choose to switch
gradually, or like me, live in (415) and have to do it anyways.  After the
change, you'll get the recordings of "have to dial a one" and "a one is not
necessary" at the appropriate times.  Contrary to popular opinion, they
DO need to issue the messages, because a few months after they start, they
can no longer tell (nor insert it for you).

	For the curious and terminally bored, the reason for the change is
as follows.  Area codes are supposed to always have a 1 or 0 as the middle
digit, and exchanges (the group of three that start a seven-digit number)
are supposed to NOT have a 0 or 1 as the middle digit.  They have begun to
run out of exchanges, and are going to have to create exchanges that are
against the rules.  So, since there may be a 903 prefix and a 903 area code,
when you dial a number starting with 903, they'll assume you want the newly
created phone numbers for the apartments going up across town.  Since this
would make area (903) inaccessable (and others as each prefix was set up)
the one in the front tells the equipment that this is an out-of-area call.

	To sum it up:  One-plus dialing is coming to 408; you can start
to use it at any time, but by Christmas it will be required.  From company
phones, dial 9, 1, areacode, number, or 9, number-within-408.

sas

	A thing to keep in mind:  In September, the East Bay (Fremont North)
will change from area code 415 to 510.  415 will continue to serve the
peninsula.  For the initial part of the change, either area code will work;
then it will kindly tell you, then it will become "permanent" and start
misrouting calls (sending Oakland calls to SF, for example).

	You should be able to tell from the location of the party you're calling
whether or not their area code has changed.

	A thing to keep in mind:  In September, the East Bay (Fremont North)
will change from area code 415 to 510.  415 will continue to serve the
peninsula.  For the initial part of the change, either area code will work;
then it will kindly tell you, then it will become "permanent" and start
misrouting calls (sending Oakland calls to SF, for example).

	Also, the Campbell/San Jose/Santa Clara/Saratoga White Pages,
dated March 1991, has a misprint that Pac Bell felt was worthy of correction.
I dunno what it is, but it must be a doozy.  If you have one of these phone
books (basically the San Jose white pages), pick up a corrected page in the
lobby.  Please, only take one if you need it.

	How can I remember all these strange CODES???

	It's easy...use the map.

	The MAP?  I don't see no stinkin' MAP!

	It's on your phone.

	Oh.

	Say, how do you use it?

	Glad you asked.  See the areas near each of the keys on the side?
Like near the 1 it says "CONNECT *" and "CAMP-ON #"?  That's to remind you that
CONNECT is * and 1 (that's why it's next to the 1).  Likewise, CAMP-ON is #1.
All the CAMP-ON functions are #1; CANCEL CAMP ON is ##1.  The "normal" codes
all start with # (pound) or * (star), and end in a single digit.  The "undo"
codes are repeats of the pound or star, ending with the same digit.

	On the right side of the phone, it says near the 3 key, "* PICK-UP".
This means PICK-UP is *3, not 3*.  Things starting with digits are assumed to
be phone numbers of some kind:  extensions, trunk access (like paging), outside
calls (actually, the 9 is a special trunk access), and so on.  The function
codes always start with a pound or star.

	Remember that you may need to FLASH before any particular access code!

	For those of you who are into lists, here's the full translation of
the map (other codes exist, but this will get you a long ways):


* 1		CONNECT			* 3 	Pick up extension
* * 1		garbage			* * 3		GROUP PICK UP

# 1		CAMP ON			# 3 	dial STATION speed no.
# # 1		CANCEL CAMP ON		# # 3   Program sta spd



* 4		ADD ON (conf call)	* 6 	PARK a call

# 4		SAVE a phone no.	# 6 <2-digit-index> dial SYSTEM spd no.



* 7 	TRANSFER a call to ext	* 9		Put a call on HARD HOLD

# 7		REPEAT a phone no.	# 9 	FORWARD my calls to ext
# # 7		nonsense		# # 9		CANCEL forwarding

	Have you ever started a phone conversation and KNOWN that the other
party was not having a good day, just by how they spoke?  That's called
emotional leakage.  Everyone is prone to it.

	If you're having a bad time, let the phone ring a little longer
while you count to ten or recite your mantra or do whatever it is you
do to calm down and change gears.  Your caller may never know, but if
they did, that's the path they would want to take anyways.

	Sometimes you'll connect with someone who is "leaking."  Perhaps
they just spilled coffee on their desk or clothes, or they're calling with
a problem--their computer just dumped an hour's work.  Realise that they
are angry or frustrated with their situation, and not with you.  Simply
knowing that you are not the target makes the storm easier to weather.
DO try not to get swept up, even if you are the target of someone's anger,
temporarily or otherwise.

	And remember:  Smile.

	Don't you just HATE to talk to rude people on the phone?  Well,
SO DO THEY.  Yes, YOU can be just as rude as the people you despise.

	Like the way this is going?  Of course not.  It's arrogant,
it talks down to you, and you feel like you know better.  Unfortunately,
sometimes we DO sound like we are above dealing with people on the phone.

	We can make this happen less often by avoiding certain trigger
phrases.  These are things "nobody likes to hear--not a spouse, not a
child, and least of all, a customer."

	I DON'T KNOW should be replaced with an offer to find out.

	WE CAN'T DO THAT should come with a sincere apology, and only
when there are no alternatives to offer.

	YOU'LL HAVE TO ... is a lie.  The caller doesn't HAVE to do
anything.  It feels much different to hear, "In order for that to happen,
we need you to ..."

	JUST A SECOND never is.  If you feel the need to excuse yourself
from the conversation, ask if the caller is willing to hold for a minute
or two.  Don't simply presume that they have nothing better to do than wait.

	NO, at the beginning of a sentence.  If you avoid saying NO as
the first word, you force yourself to project a positive image, and even if
you must deny a request, you put the caller in your camp by giving reasons
or making the caller feel like you didn't WANT to say no, even if you had to.


	These changes can't happen overnight.  It takes a while to affect
speech patterns; it takes a while just to realize you have them.  When you
hear yourself utter one of these trigger phrases, simply think of how you
could have phrased things differently...and before too long, you'll use
those speech patterns instead.

	And people will call you just to hear you talk...

		      Today's feature is:



			       a


			 S            E
                          M         L
                               I



	One Nancy Friedman calls herself the Telephone Doctor (really!).
She runs a $1-million-plus telephone consulting business (yes, really).
She points out that when you smile, your voice sounds much more pleasant.
And a put-on smile sounds better than a real frown under any circumstances.

	You need to talk to ____, and RIGHT NOW!!  You tried CAMP, but they've
been on the phone for MINUTES.  How do I let them know I'm waiting?

	HOLD on, a minute.  Put yourself on HOLD!

	Yes, that's right.  Put yourself on HOLD...on their phone.  They'll get
the soft beep letting them know you're waiting on them, and unless they are
doing something uninteruptible, they can CONNECT with you to find out what's
wrong.

	Here's how:  Call them!  Dial their extension.  Listen to the busy
signal.  What a nice rhythm it has.  How peaceful the slow beat is...  HEY!
When it disappears, they've been notified.  Hang on, you're on hold, and they
know about you now.  They may use CONNECT to talk to you, or simply close up
the call they were on.  If they finish the call, you'll ring through.  If not,
you'll have plenty to discuss...

	How do you know if it worked?  The busy signal goes away.  Actually,
there are two busy signals.  You get a fast busy if someone is already on hold.
In that event, when you don't get the hint (listening to the fast busy waiting
for it to go away), you'll eventually get switched to the error tone.

	Didja ever feel like camping on someone's doorstep to make sure
you got to talk to them?

	Well, that's the origin of the CAMP function.  When you GOTTA talk
to someone, as SOON as they're off the phone, then CAMP on their line!  As
soon as they hang up, your phone will ring--a long, steady ring.  You'll know
it when you hear it.  Pick up your phone, and theirs will ring (you'll get
a busy signal if they hung up just long enough to start another call...and
you took too long).  Then discuss your urgent business.

	How to do it?  Simplicity itself!  Call their extension -- they're
on the phone, right?  DON'T HANG UP.  Instead, if you have a CAMP button,
press it.  Otherwise, FLASH if appropriate, and dial pound, one.  You'll get
a (normal) dial tone back.  It's all set.  Hang up and wait for the phone to 
ring!

	What if the problem goes away, and you no longer need (or maybe
want) to talk to them?  Pick up the phone--you should get a normal dial tone.
Dial pound, pound 1.  You won't be bothered by the annoying long ring that you
no longer want to answer.

	What if you forget, and leave your phone?  Don't worry.  If the long
ring isn't answered, the system assumes you no longer need the service.

	DOO dah, DOO dah, DOO dah ...

	You did something wrong, right?

	Well,... wrong.

	The ROLM system uses tones to "talk" to you.  You get a "dial tone"
to acknowledge that what you dial will be honored.  You get a "busy signal"
to let you know your call was blocked.  In fact, there are several different
dial tones, and busy signals, and ringing signals, to pass on different
"flavors" of information.  One example:  a double ring is used for an outside 
call, and single for inside.

	So there is a signal for "??? HUH ???"  When you dial a code that
the phone system doesn't understand, you get what is known as Error Tone.
It sounds a lot like a European siren (ambulance, some police), with a fairly
rapid alternation of two pitches.  The phone system is telling you, "I don't
understand," or "I can't."

	An example is if you dial the code for a feature we don't have (like
Maid Request).  Another example is for a code we could have but didn't put
in (like Display Time).  One more is for a code that you're not allowed to
do (like Test Trunk).  Yet another is trying to put two many people on hold,
or "camping on" more than one extension at a time.  These are all things that
can't be done.  The phone system considers this an error on its part, and
gives you the "error tone".

	We are running out of numbers!!

	In late 1991, Pacific Bell will begin to require (408) prefixes
to dial a 1 before any area code.  This is already the case in the (415)
area code.  The bottom line is that YOU MUST dial 9(to get out)-1-area-number
after this starts, and 9(to get out)-number for 408 numbers on our phone
system.

	This dialing is available and will work now, if you choose to switch
gradually, or like me, live in (415) and have to do it anyways.  After the
change, you'll get the recordings of "have to dial a one" and "a one is not
necessary" at the appropriate times.  Contrary to popular opinion, they
DO need to issue the messages, because a few months after they start, they
can no longer tell (nor insert it for you).

	For the curious and terminally bored, the reason for the change is
as follows.  Area codes are supposed to always have a 1 or 0 as the middle
digit, and exchanges (the group of three that start a seven-digit number)
are supposed to NOT have a 0 or 1 as the middle digit.  They have begun to
run out of exchanges, and are going to have to create exchanges that are
against the rules.  So, since there may be a 903 prefix and a 903 area code,
when you dial a number starting with 903, they'll assume you want the newly
created phone numbers for the apartments going up across town.  Since this
would make area (903) inaccessable (and others as each prefix was set up)
the one in the front tells the equipment that this is an out-of-area call.

	To sum it up:  One-plus dialing is coming to 408; you can start
to use it at any time, but by Christmas it will be required.  From company
phones, dial 9, 1, areacode, number, or 9, number-within-408.

sas

	By the request of those involved, a couple of extension changes are
in process.

	Susie Hartline, owner of extension 411, and Laishin Su, at 415, have
been getting a lot of calls from people who forget to dial a 9 to get out.
They've been quietly living with it, since they didn't know there was anything
they could do about it.

	They were right; people will forget.  SO, they have new extension
numbers.  Susie is now 481, and Laishin is 485.  The old numbers will still
work for outside calls (that wasn't the problem), and the new numbers will
work from outside for consistency.  The old numbers will work FOR A LITTLE
WHILE LONGER, till everyone gets a chance to read this message.  Then I'll
break them.

	I wanted to make it return an error tone (sending the calls to the
operator just moves the problem), but the best I can do is to make the extension
always busy.  SO, if you dial information, and get a busy, or you dial a
number in 415 and it's busy by the time you finish dialing, consider it a
reminder to dial a 9 first.

	And to stave off the helpful hints:  there aren't any answering machines
"laying around" to record a hint; if there was, somebody would want it for their
phone, anyways.

	You will find the new phone numbers in any phone lists printed
after today...and the FONE command on the VAX.

	I plan to "break" the old numbers about a week from today.

sas

	Do you know how to tell if a given call is long distance?
If the other end is weak and scratchy???  WRONG!!!

	You shouldn't be able to distinguish long distance calls
from local calls.  The quality of the outside network is supposed to
accommodate calls from all over the world.

	So what does it mean when you get a call like that?  Inferior service,
that's what!

	So what???  What can you do about it??

	Complain, THAT's what.

	When you get a call that is of inferior quality, or you make a call
and the quality is poor, TELL THE PHONE SYSTEM.  Each call includes up to a
dozen different pieces of equipment.  From a single bad connection, nothing
can be done.  But if a record is kept, a pattern will show up.

	On our system, ask the other end to hold briefly.  Flash and then
dial *563 (star, five, six, three).  You will be reconnected immediately.
This WILL NOT help that call, but it will record which pieces of equipment
you were using at the time.  Each night, the VAX polls the ROLM to collect
this and other useful stuff.  If several people complain about calls all going
out on one line, that's an indication that that line is bad.  If it floats
over several lines, it is not line specific (it could be registers, coders,
decoders, line cards, your set, or the similar assortment on the other end).

	Some phones (ETSs mostly) have a BAD LINE button.  Simply press it
and you've done what you can.  The phone guys will take care of the rest.

	Some notes about bad line reporting:  It records the same information
each time during a given call.  Once per call is all that helps, and more than
once supercedes potentially useful information.  Also, it only works during
(not after) outside calls, and not at all during inside calls (don't ask ME 
why).  If you try to use it at a time it isn't expected to be used, it will
produce an error tone.  Flash and dial *1 (star one) to reconnect to your call.

	That's (flash) *563 for bad (outside) line, and (flash) *1 for connect.

	The CONNECT function is how you talk to a party you have on HOLD.

	There are several ways for someone to wind up on HOLD.  That's 
complicated.  How to talk to them?  That's simple.

	You have someone on HOLD if you get a higher pitched dial tone than
you're used to.  You have had someone placed on HOLD if you hear a soft beep
during a conversation.  And you can put someone on HOLD.

	How to UNHOLD?  That's CONNECT.  If you have a button marked CONNECT
or CNCT, push it.  If you don't, do a FLASH if appropriate, and dial * 1.

	That's FLASH, STAR, ONE.  Hurry, your parties are standing by!

	What is this FLASH nonsense, anyways?

	It's simple.  When you push the buttons, you simply make noise.
IF the phone system is expecting you to make dialing noises, it dials.  IF
it is expecting access codes, it accesses.  IF the noises you make (like
talking, singing, playing the flute, or playing the keypad) get sent to
"the other end", it sends.

	Once you are connected to another phone, the ONLY thing you can
do is hang up.  BUT, if you hang up and quickly pick up again, phone systems
tend to not disconnect (as you may have experienced at home).  This is called
FLASHing the switchhook (the hook that holds the handset and works the switch).

	You FLASH when you need to get the attention of the phone system.  You
can tell if you have its attention, because it generates a tone to let you know.
When you want to transfer a call, you are already connected by definition.  You
need to tell the phone system what to do.  You FLASH to get a dial tone.
FLASH is unneccesary (but doesn't hurt) if you already have a dial tone.

	Now, some people find it difficult to get the timing down, and either
flash for too short or too long a time.  Too short simply doesn't work, but
too long can be disastrous!

	Some Ergonomic Engineer at Rolm realized this and provided a FLASH
button on the phones we use (most of us, anyways).  If you have a flash
button, DON'T USE THE SWITCHOOK.  It has electronics behind it to stay hung
up for long enough to make sure.  It WILL hang up the phone.  Just push the
flash button.  On phones that don't have the button (like wall phones) simply
hang up very breifly--usually pushing the hangup button with your finger is
better than actually hanging up the phone.

	Of course, there are exceptions, and several, at that.  The best general
rule I can give for multibutton phones is:  If it has a flash button, use it.
If it doesn't, it might be an ETS (one of the electronic types we have).  ETSs
never need a flash, and in fact, can't.  If you have feature buttons, they 
should not need to be preceded by a flash (feature buttons are those that
aren't "line" buttons and also arent 0-9, #, or *--the dial pad).  If you
find that you make noise instead of doing what you want, do a FLASH.

	The bottom line is:  FLASH is to get the attention of the phone system.
Performing a FLASH gets you some kind of dial tone, and is needed before any
of the feature codes (watch this space for more details).  ETS sets (only!)
don't have and can't use the FLASH function.  All other sets need a FLASH;
if you have a button marked FLASH, use it; if you don't, momentarily push
the switchook.  Dedicated buttons (buttons marked TRANSFER, for example)
won't need a FLASH beforehand if they are properly programmed; if they aren't
properly programmed, let me know, & I'll fix it.

	A thing to keep in mind:  In September, the East Bay (Fremont North)
will change from area code 415 to 510.  415 will continue to serve the
peninsula.  For the initial part of the change, either area code will work;
then it will kindly tell you, then it will become "permanent" and start
misrouting calls (sending Oakland calls to SF, for example).

	You should be able to tell from the location of the party you're calling
whether or not their area code has changed.

	How can I remember all these strange CODES???

	It's easy...use the map.

	The MAP?  I don't see no stinkin' MAP!

	It's on your phone.

	Oh.

	Say, how do you use it?

	Glad you asked.  See the areas near each of the keys on the side?
Like near the 1 it says "CONNECT *" and "CAMP-ON #"?  That's to remind you that
CONNECT is * and 1 (that's why it's next to the 1).  Likewise, CAMP-ON is #1.
All the CAMP-ON functions are #1; CANCEL CAMP ON is ##1.  The "normal" codes
all start with # (pound) or * (star), and end in a single digit.  The "undo"
codes are repeats of the pound or star, ending with the same digit.

	On the right side of the phone, it says near the 3 key, "* PICK-UP".
This means PICK-UP is *3, not 3*.  Things starting with digits are assumed to
be phone numbers of some kind:  extensions, trunk access (like paging), outside
calls (actually, the 9 is a special trunk access), and so on.  The function
codes always start with a pound or star.

	Remember that you may need to FLASH before any particular access code!

	For those of you who are into lists, here's the full translation of
the map (other codes exist, but this will get you a long ways):


* 1		CONNECT			* 3 	Pick up extension
* * 1		garbage			* * 3		GROUP PICK UP

# 1		CAMP ON			# 3 	dial STATION speed no.
# # 1		CANCEL CAMP ON		# # 3   Program sta spd



* 4		ADD ON (conf call)	* 6 	PARK a call

# 4		SAVE a phone no.	# 6 <2-digit-index> dial SYSTEM spd no.



* 7 	TRANSFER a call to ext	* 9		Put a call on HARD HOLD

# 7		REPEAT a phone no.	# 9 	FORWARD my calls to ext
# # 7		nonsense		# # 9		CANCEL forwarding

	Have you ever started a phone conversation and KNOWN that the other
party was not having a good day, just by how they spoke?  That's called
emotional leakage.  Everyone is prone to it.

	If you're having a bad time, let the phone ring a little longer
while you count to ten or recite your mantra or do whatever it is you
do to calm down and change gears.  Your caller may never know, but if
they did, that's the path they would want to take anyways.

	Sometimes you'll connect with someone who is "leaking."  Perhaps
they just spilled coffee on their desk or clothes, or they're calling with
a problem--their computer just dumped an hour's work.  Realise that they
are angry or frustrated with their situation, and not with you.  Simply
knowing that you are not the target makes the storm easier to weather.
DO try not to get swept up, even if you are the target of someone's anger,
temporarily or otherwise.

	And remember:  Smile.

	Don't you just HATE to talk to rude people on the phone?  Well,
SO DO THEY.  Yes, YOU can be just as rude as the people you despise.

	Like the way this is going?  Of course not.  It's arrogant,
it talks down to you, and you feel like you know better.  Unfortunately,
sometimes we DO sound like we are above dealing with people on the phone.

	We can make this happen less often by avoiding certain trigger
phrases.  These are things "nobody likes to hear--not a spouse, not a
child, and least of all, a customer."

	I DON'T KNOW should be replaced with an offer to find out.

	WE CAN'T DO THAT should come with a sincere apology, and only
when there are no alternatives to offer.

	YOU'LL HAVE TO ... is a lie.  The caller doesn't HAVE to do
anything.  It feels much different to hear, "In order for that to happen,
we need you to ..."

	JUST A SECOND never is.  If you feel the need to excuse yourself
from the conversation, ask if the caller is willing to hold for a minute
or two.  Don't simply presume that they have nothing better to do than wait.

	NO, at the beginning of a sentence.  If you avoid saying NO as
the first word, you force yourself to project a positive image, and even if
you must deny a request, you put the caller in your camp by giving reasons
or making the caller feel like you didn't WANT to say no, even if you had to.


	These changes can't happen overnight.  It takes a while to affect
speech patterns; it takes a while just to realize you have them.  When you
hear yourself utter one of these trigger phrases, simply think of how you
could have phrased things differently...and before too long, you'll use
those speech patterns instead.

	And people will call you just to hear you talk...