Saringo, Claire S.

BBTE 3-2

“Telephone Systems and Procedures”

What this module is about

Pleasant Evening my dear student! This module is all about the Telephone Systems and
Procedure focuses on preparing students for all levels of the office environment. The course is
designed to develop the knowledge and skills necessary for success in the workplace, and to
develop a competency in administrative and office support tasks such as telephone system
procedure.

What you are expected to learn

My dear students you expected to learn are the following:

1. Demonstrate knowledge of telephone systems and good telephone protocol.
2. Describe the important part Telephone and Accessories.
3. To learn the correct way to answer the telephone.
 How to learn from this module

My direst students I’d like you to imagine yourself as a secretary of a company. Do you
have a strong desire to work in the office?
In this module you’ll know about the office work and how to communicate to other
person in the office. These help you to know a little information in the office work.
Answer the activity and pre test exercises for you to able to know the office procedure.

Pre-Test

1-2.Who is the two inventor of the telephone

3. It is the transmission of messages, over significant distances, for the purpose of

communication

4-5.What is the two types of Conference Calls available on Campus

Lesson: 7 Telephone Systems and Procedures

The History of the Telephone

Alexander Graham Bell - Born on March 3, 1847, in
Edinburgh, Scotland, Alexander Graham Bell was the son and
grandson of authorities in elocution and the correction of
speech. Educated to pursue a career in the same specialty, his
knowledge of the nature of sound led him not only to teach the
deaf, but also to invent the telephone.

In the 1870s, two inventors Elisha Gray and Alexander Graham Bell both independently
designed devices that could transmit speech electrically (the telephone). Both men rushed their
respective designs to the patent office within hours of each other; Alexander Graham Bell
patented his telephone first. Elisha Gray and Alexander Graham Bell entered into a famous legal
battle over the invention of the telephone, which Bell won.

The telegraph and telephone are both wire-based electrical systems, and Alexander Graham
Bell's success with the telephone came as a direct result of his attempts to improve the telegraph.

When Bell began experimenting with electrical signals, the telegraph had been an
established means of communication for some 30 years. Although a highly successful system,
the telegraph, with its dot-and-dash Morse code was basically limited to receiving and sending
one message at a time. Bell's extensive knowledge of the nature of sound and his understanding
of music enabled him to conjecture the possibility of transmitting multiple messages over the
same wire at the same time. Although the idea of a multiple telegraph had been in existence for
some time, Bell offered his own musical or harmonic approach as a possible practical solution.
His "harmonic telegraph" was based on the principle that several notes could be sent
simultaneously along the same wire if the notes or signals differed in pitch.

By October 1874, Bell's research had progressed to the extent that he could inform his
future father-in-law, Boston attorney Gardiner Greene Hubbard, about the possibility of a
multiple telegraph. Hubbard, who resented the absolute control then exerted by the Western
Union Telegraph Company, instantly saw the potential for breaking such a monopoly and gave
Bell the financial backing he needed. Bell proceeded with his work on the multiple telegraphs,
but he did not tell Hubbard that he and Thomas Watson, a young electrician whose services he
had enlisted, were also exploring an idea that had occurred to him that summer - that of
developing a device that would transmit speech electrically.

While Alexander Graham Bell and Thomas Watson worked on the harmonic telegraph at
the insistent urging of Hubbard and other backers, Bell nonetheless met in March 1875 with
Joseph Henry, the respected director of the Smithsonian Institution, who listened to Bell's ideas
for a telephone and offered encouraging words. Spurred on by Henry's positive opinion, Bell and
Watson continued their work. By June 1875 the goal of creating a device that would transmit
speech electrically was about to be realized. They had proven that different tones would vary the
strength of an electric current in a wire. To achieve success they therefore needed only to build a
working transmitter with a membrane capable of varying electronic currents and a receiver that
would reproduce these variations in audible frequencies.

On June 2, 1875, Alexander Graham Bell while experimenting with his technique called
"harmonic telegraph" discovered he could hear sound over a wire. The sound was that of a
twanging clock spring.

Bell's greatest success was achieved on March 10, 1876, marked not only the birth of the
telephone but the death of the multiple telegraph as well. The communications potential
contained in his demonstration of being able to "talk with electricity" far outweighed anything
that simply increasing the capability of a dot-and-dash system could imply.
 First Voice - Mr. Watson, come here. I want to see you.

Alexander Graham Bell's notebook entry of 10 March 1876 describes his successful
experiment with the telephone. Speaking through the instrument to his assistant, Thomas A.
Watson, in the next room, Bell utters these famous first words, "Mr. Watson -- come here -- I
want to see you."

Time Line: 1844 to 1875

1844: Innocenzo Manzetti first

mooted the idea of a “speaking
telegraph” (telephone).

1849: Antonio Meucci

demonstrates a communicating
device to individuals in Havana. It
is disputed if this is an
electromagnetic telephone, but is said to involve direct
transmission of electricity into the user's body.

1854: Charles Bourseul publishes a description of a make-

break telephone transmitter and receiver in L'Illustration,
(Paris) but does not construct a working instrument
1854: Antonio Meucci demonstrates an electric voice
operated device in New York, but it is not clear what kind
of device he demonstrated.

1860: Johann Philipp Reis of Germany demonstrates a

make-break transmitter after the design of Bourseul and a
 knitting needle receiver. Witnesses said they heard human
voices being transmitted.
 1861: Johann Philipp Reis manages to transfer voice electrically over a distance
of 340 feet, see Reis' telephone.
 1864: in an attempt to give his musical automaton a voice, Innocenzo Manzetti
invents the 'Speaking telegraph'. He shows no interest in patenting his device, but
it is reported in newspapers.
 1865: Meucci reads of Manzetti's invention and writes to the editors of two
newspapers claiming priority and quoting his first experiment in 1849. He writes
"I do not wish to deny Mr. Manzetti his invention, I only wish to observe that two
thoughts could be found to contain the same discovery, and that by uniting the
two ideas one can more easily reach the certainty about a thing this important." If
he reads Meucci's offer of collaboration, Manzetti does not respond.
 1871: Antonio Meucci files a patent caveat (a statement of intention to patent) for
a Sound Telegraph, but it does not describe an electromagnetic telephone.

1872: Elisha Gray founded Western Electric Manufacturing

Company.

1872: Professor Vanderwyde demonstrated Reis's telephone in

New York.

July 1873: Thomas Edison notes

variable resistance in carbon grains
due to pressure builds a rheostat
based on the principle but abandons
it because of its sensitivity to vibration.

 May 1874: Gray invents electromagnet device for transmitting musical tones.
Some of his receivers use a metallic diaphragm.
 29 December 1874: Gray demonstrates his musical tones device and transmitted
"familiar melodies through telegraph wire" at the Presbyterian Church in
Highland Park, Illinois.
 2 June 1875: Alexander Graham Bell transmits the sound of a plucked
steel reed using electromagnet instruments.

1 July 1875: Bell uses a bi-directional "gallows" telephone

that was able to transmit "indistinct but voicelike sounds"
but not clear speech. Both the transmitter and the receiver
were identical membrane electromagnet instruments.
 1875: Thomas Edison experiments with acoustic telegraphy and in November
builds an electro-dynamic receiver but does not exploit it.

1876 to 1878

 11 February 1876: Elisha Gray invents liquid transmitter for use with a telephone, but
does not build one.
 14 February 1876: (about 9:30am) Gray or his lawyer brings to the Washington, D.C.
patent office Gray's caveat for the telephone. (A caveat was like a patent application
without claims to notify the patent office of an invention in process.)
 14 February 1876: (about 11:30am) Bell's lawyer brings to the same patent office Bell's
patent application for the telephone. Bell's lawyer requested that it be registered
immediately in the cash receipts blotter.
 14 February 1876: (about 1:30pm) Approximately two hours later Elisha Gray's caveat
was registered in the cash blotter. Although his caveat was not a full application, Gray
could have converted it into a patent application, but did not do so because of advice
from his lawyer and his involvement with acoustic telegraphy. The result was that the
patent was awarded to Bell.[2]
 7 March 1876: Bell's US patent No. 174,465 for the telephone is granted.
 10 March 1876: Bell transmits speech "Mr. Watson, come here! I want to see you!" using
a liquid transmitter as described in Gray's caveat, and an electromagnetic receiver.
 16 May 1876: Thomas Edison files first patent application for acoustic telegraphy for
which US patent 182,996 was granted October 10, 1876.
 10 August 1876: Alexander Graham Bell makes the world's first long distance telephone
call, about 6 miles between Brantford and Paris, Ontario, Canada.
 1876: Hungarian Tivadar Puskas invented the telephone switchboard exchange (later
working with Edison).
 9 October 1876: Bell makes the first two-way long distance telephone call between
Cambridge and Boston, Massachusetts, USA.
 October 1876: Thomas Edison tests his first carbon microphone.
 January 1878: First North American telephone exchange is opened in New Haven,
Connecticut.
 20 January 1877: Edison "first succeeded in transmitting over wires many articulated
sentences" using carbon granules as a pressure sensitive variable resistance under the
pressure of a diaphragm (Josephson, p143).
 30 January 1877: Bell's US patent No. 186,787 is granted for an electro-magnetic
telephone using permanent magnets, iron diaphragms, and a call bell.
 4 March 1877: Emile Berliner invents a microphone based on "loose contact" between
two metal electrodes, an improvement on the Reis' Telephone, and in April 1877 files a
caveat of an invention in process.
 April 1877: A telephone line connects the workshop of Charles Williams, Jr., located in
Boston, to his house in Somerville, Massachusetts at 109 Court Street in Boston, where
Alexander Graham Bell and Thomas Watson had previously experimented with their
telephone. The telephones became No. 1 and 2 in the Bell Telephone Company.
 27 April 1877: Thomas Edison files telephone patent application. The US patents (Nos.
474,230, 474,231 and 474,232) were awarded to Edison in 1892 over the competing
claims of Alexander Graham Bell, Emile Berliner, Elisha Gray, A E Dolbear, J W
McDonagh, G B Richmond, W L W Voeker, J H Irwin and Francis Blake Jr. Edison's
carbon granules transmitter and Bell's electromagnetic receiver were used, with
improvements, by the Bell system for many decades thereafter (Josephson, p 146).
 4 June 1877: Emile Berliner files telephone patent application that includes a carbon
microphone transmitter.
 9 July 1877: Bell Telephone Company, a common law joint stock company, organized by
Alexander Graham Bell's future father-in-law Gardiner Greene Hubbard.
 1 December 1877: Western Union enters the telephone business using Thomas Edison's
superior carbon microphone transmitter.
 4 February 1878: Thomas Edison demonstrates the telephone between Menlo Park, New
Jersey and Philadelphia, a distance of 210 km.
  14 June 1878: The Telephone Company Ltd (Bell's Patents) registered, London. Opened
in London 21 August 1879 - Europe's first telephone exchange.
 12 September 1878: the Bell Telephone Company sues Western Union for infringing
Bell's patents.

1879 to 1919

 early months of 1879: The Bell Telephone Company is near bankruptcy and desperate to
get a transmitter to equal Edison's carbon transmitter.
 17 February 1879: Bell Telephone merges with the New England Telephone Company to
form the National Bell Telephone Company. Theodore Vail takes over operations.
 1879: Francis Blake invents a carbon transmitter similar to Edison's that saves the Bell
company from extinction.
 2 August 1879: The Edison Telephone Company of London Ltd, registered. Opened in
London 6 September 1879.
 10 September 1879: Connolly and McTighe patent a "dial" telephone exchange (limited
in the number of lines to the number of positions on the dial.).
 19 February 1880: The photophone, also known as a radiophone, is invented jointly by
Alexander Graham Bell and Charles Sumner Tainter at Bell's Volta Laboratory. The
device allowed for the transmission of sound on a beam of light.
 20 March 1880: National Bell Telephone merges with others to form the American Bell
Telephone Company.
 1 April 1880: world's first wireless telephone call on Bell and Tainter's photophone
(distant precursor to fiber-optic communications) from the Franklin School in
Washington, D.C. to the window of Bell's laboratory, 213 meters away.
 1882: A telephone company—an American Bell affiliate—is set up in Mexico City.
 1885: The American Telephone & Telegraph Company (AT&T) is formed.
 1886: Gilliland's Automatic circuit changer is put into service between Worcester and
Leicester featuring the first operator dialing allowing one operator to run two exchanges.
 13 January 1887: the Government of the United States moves to annul the master patent
issued to Alexander Graham Bell on the grounds of fraud and misrepresentation. The
case, known as the 'Government Case', is later dropped after it was revealed that the U.S.
 Attorney General, Augustus Hill Garland had been given millions of dollars of stock in
the company trying to unseat Bell's telephone patent.
 1888: Telephone patent court cases are confirmed by the Supreme Court, see The
Telephone Cases
 1889: AT&T becomes the overall holding company for all the Bell companies.
 2 November 1889: A. G. Smith patents a telegraph switch which provides for trunks
between groups of selectors allowing for the first time, fewer trunks than there are lines,
and automatic selection of an idle trunk.
 10 March 1891: Almon Strowger patents the Strowger switch the first Automatic
telephone exchange.
 30 October 1891: The independent Strowger Automatic Telephone Exchange company is
formed.
 3 May 1892: Thomas Edison awarded patents for the carbon microphone based on
applications lodged in 1877.
 3 November 1892: The first Strowger switch goes into operation in LaPorte, Indiana with
75 subscribers and capacity for 99.
 30 January 1894: The second fundamental Bell patent for the telephone expire;
Independent telephone companies established, and independent manufacturing companies
(Stromberg-Carlson in 1894 and Kellogg Switchboard & Supply Company in 1897).
 30 December 1899: American Bell Telephone Company is purchased by its own long-
distance subsidiary, American Telephone and Telegraph (AT&T) to bypass state
regulations limiting capitalization. AT&T assumes leadership role of the Bell System.
 27 February 1901: United States Court of Appeal declares void Emile Berliner's patent
for a telephone transmitter used by the Bell telephone system
 1915: First U.S. coast-to-coast long-distance telephone call, facilitated by a newly-
invented vacuum tube amplifier, ceremoniously inaugurated by A.G. Bell in New York
City and his former assistant Thomas Augustus Watson in San Francisco, California.
 16 January 1915: The first automatic Panel exchange was installed at the Mulberry
Central Office in Newark, New Jersey; but was a semi-automatic system using non-dial
telephones.
 25 January 1915: The first transcontinental telephone call, with Thomas Augustus
Watson at 333 Grant Avenue in San Francisco receiving a call from Alexander Graham
Bell at 15 Dey Street in New York City.
  1919: The first rotary dial telephones in the Bell System installed in Norfolk, Virginia.
Telephones that lacked dials and touch-tone pads were no longer made by the Bell
System after 1978.
 1919: AT&T conducts more than 4,000 measurements of people's heads to gauge the best
dimensions of standard headsets so that callers' lips would be near the microphone when
holding handsets up to their ears.

1920 to 1969

 7 January 1927: first public trans-Atlantic telephone call via radio; May 12 from
 7 April 1927: world's first videophone call via an electro-mechanical AT&T unit, from
Washington, D.C. to New York City, by then-Commerce Secretary Herbert Hoover.[11][12]
 28 May 1927: Rotary dial service was started from mid night.
 1935: first telephone call around the world.
 1941: Multi-frequency dialing introduced for operators in Baltimore, Maryland
 1946: National Numbering Plan (area codes)
 1946: first commercial mobile phone call
 1946: Bell Labs develops the germanium point-contact transistor
 1947: December, W. Rae Young and Douglas H. Ring, Bell Labs engineers, proposed
hexagonal cells for mobile phones.
 1948: Phil Porter, a Bell Labs engineer, proposed that cell towers be at the corners of the
hexagons rather than the centers and have directional antennas pointing in 3 directions.
 1951: Direct Distance Dialing (DDD) first offered at Englewood, New Jersey, to 11
selected major cities across the United States; this service grew rapidly across major
cities during the 1950s
 1955: the laying of trans-Atlantic cable TAT-1 began - 36 circuits, later increased to 48
by reducing the bandwidth from 4 kHz to 3 kHz
 1958: Modems used for direct connection via voice phone lines
 1960: ESS-1
 1961: Touch-tone released to public on trial basis
 1962: T-1 service in Skokie, Illinois
 1963: first publicly-available push-button telephone was released, by Bell
Systems/Western Electric, in the towns of Carnegie and Greensburg, Pennsylvania.
  1960's: Bell Labs developed the electronics for cellular phones
 1965: first geosynchronous communications satellite - 240 circuits or one TV signal

1970 to 1999

 1970: ESS-2 electronic switch.

 1970: modular telephone cords and jacks introduced .
 1970: Amos E. Joel, Jr. of Bell Labs invented the "call handoff" system for "cellular
mobile communication system" (patent granted 1972).
 1971: AT&T submitted a proposal for cellular phone service to the U.S. Federal
Communications Commission (FCC).
 3 April 1973: Motorola employee Martin Cooper placed the first hand-held cell phone
call to Joel Engel, head of research at AT&T's Bell Labs, while talking on the first
Motorola DynaTAC prototype.
 1973: packet switched voice connections over ARPANET with Network Voice Protocol
(NVP).
 1978: Bell Labs launched a trial of the first commercial cellular network in Chicago using
Advanced Mobile Phone System (AMPS).
 1978: World's first NMT phone call in Tampere, Finland.
 1979: VoIP - NVP running on top of early versions of IP
 1981: The world's first fully-automatic mobile phone system NMT is started in Sweden
and Norway.
 1981: BT introduces the British Telephone Sockets system.
 1982: FCC approved AT&T proposal for AMPS) and allocated frequencies in the 824-
894 MHz band.
 1982: Caller ID patented by Carolyn Doughty, Bell Labs
 1983: last manual telephone switchboard in Maine is retired
 1984: AT&T completes the divestiture of its local operating companies. This forms a new
AT&T (long distance service and equipment sales) and the Baby Bells.
 1987: ADSL introduced
 1988: First transatlantic fiber optic cable TAT-8, carrying 40,000 circuits
  1990: analog AMPS were superseded by Digital AMPS.
 1991: the GSM mobile phone network is started in Finland, with the first phone call in
Tampere.[13]
 1993: Telecom Relay Service available for the disabled
 1995: Caller ID implemented nationally in USA

2000 to 2005

 11 June 2002: Antonio Meucci recognized for his work on the telephone by the United
States House of Representatives, in House Resolution 269. The Parliament of Canada
responds by passing a motion unanimously 10 days later recognizing Alexander Graham
Bell as the inventor of the telephone.
 2005: Mink, Louisiana gets phone service (last in the USA).

Telecommunication

Telecommunication is the transmission of messages, over

significant distances, for the purpose of communication. In
earlier times, telecommunications involved the use of visual
signals, such as beacons, smoke, semaphore telegraphs,
signal flags, and optical heliographs, or audio messages via
coded drumbeats, lung-blown horns, or sent by loud
whistles, for example. In the modern age of electricity and
electronics, telecommunications now also includes the use of electrical devices such as
telegraphs, telephones, and teletypes, the use of radio and microwave communications, as well as
fiber optics and their associated electronics, plus the use of the orbiting satellites and the Internet.

The first breakthrough into modern electrical telecommunications came with the push to
fully develop the telegraph starting in the 1830s. The use of these electrical means of
communications exploded into use on all of the continents of the world during the 19th century,
and these also connected the continents via cables on the floors of the ocean. The use of the first
three popular systems of electrical telecommunications, the telegraph, telephone and teletype, all
required the use of conducting metal wires.
 A revolution in wireless telecommunications began in the first decade of the 20th
century, with Guglielmo Marconi winning the Nobel Prize in Physics in 1909 for his pioneering
developments in wireless radio communications. Other highly notable pioneering inventors and
developers in the field of electrical and electronic telecommunications include Charles
Wheatstone and Samuel Morse (telegraph), Alexander Graham Bell (telephone), Nikola Tesla,
Edwin Armstrong, and Lee de Forest (radio), as well as John Logie Baird and Philo Farnsworth
(television).

Early telecommunications

During the middle Ages, chains of beacons were commonly used on hilltops as a means
of relaying a signal. Beacon chains suffered the drawback that they could only pass a single bit
of information, so the meaning of the message such as "the enemy has been sighted" had to be
agreed upon in advance. One notable instance of their use was during the Spanish Armada, when
a beacon chain relayed a signal from Plymouth to London that signaled the arrival of the Spanish
warships.

In 1792, Claude Chappe, a French engineer, built the first fixed visual telegraphy system
(or semaphore line) between Lille and Paris. However semaphore systems suffered from the need
for skilled operators and the expensive towers at intervals of ten to thirty kilometers (six to
twenty miles). As a result of competition from the electrical telegraph, the last commercial
semaphore line was abandoned in 1880.

The telegraph and the telephone

The first commercial electrical telegraph was constructed by Sir Charles Wheatstone and
Sir William Fothergill Cooke, and its use began on April 9, 1839. Both Wheatstone and Cooke
viewed their device as "an improvement to the [already-existing, so-called] electromagnetic
telegraph" not as a new device.

The businessman Samuel F.B. Morse and the physicist Joseph Henry of the United States
developed their own, simpler version of the electrical telegraph, independently. Morse
successfully demonstrated this system on September 2, 1837. Morse's most important technical
contribution to this telegraph was the rather simple and highly efficient Morse Code, which was
an important advance over complicated Wheatstone's telegraph system. The communications
efficiency of the Morse Code anticipated that of the Huffman code in digital communications by
over 100 years, but Morse had developed his code purely empirically, unlike Huffman, who gave
a detailed theoretical explanation of how his method worked.

The first permanent transatlantic telegraph cable was successfully completed on 27 July
1866, allowing transatlantic electrical communication for the first time. An earlier transatlantic
cable had operated for a few months in 1859, and among other things, it carried messages of
greeting back and forth between President James Buchanan of the United States and Queen
Victoria of the United Kingdom.

However, that transatlantic cable failed soon, and the project to lay a replacement line
was delayed for five years by the American Civil War. Also, these transatlantic cables would
have been completely incapable of carrying telephone calls even had the telephone already been
invented. The first transatlantic telephone cable (which incorporated hundreds of electronic
amplifiers) was not operational until 1956.

The conventional telephone now in use worldwide was first patented by Alexander
Graham Bell in March 1876. That first patent by Bell was the master patent of the telephone,
from which all other patents for electric telephone devices and features flowed. Credit for the
invention of the electric telephone has been frequently disputed, and new controversies over the
issue have arisen from time-to-time. As with other great inventions such as radio, television, the
light bulb, and the digital computer, there were several inventors who did pioneering
experimental work on voice transmission over a wire, and then they improved on each other's
ideas. However, the key innovators were Alexander Graham Bell and Gardiner Greene Hubbard,
who created the first telephone company, the Bell Telephone Company of the United States,
which later evolved into American Telephone & Telegraph (AT&T).

The first commercial telephone services were set up in 1878 and 1879 on both sides of
the Atlantic in the cities of New Haven, Connecticut, and London, England.

Radio and television

In 1832, James Lindsay gave a classroom demonstration of wireless telegraphy via

conductive water to his students. By 1854, he was able to demonstrate a transmission across the
Firth of Tay from Dundee, Scotland, to Woodhaven, a distance of about two miles (3 km), again
using water as the transmission medium. In December 1901, Guglielmo Marconi established
wireless communication between St. John's, Newfoundland and Poldhu, Cornwall (England),
earning him the Nobel Prize in Physics for 1909, one which he shared with Karl Braun. However
small-scale radio communication had already been demonstrated in 1893 by Nikola Tesla in a
presentation before the National Electric Light Association.

On March 25, 1925, John Logie Baird of England was able to demonstrate the
transmission of moving pictures at the Selfridge's department store in London, England. Baird's
system relied upon the fast-rotating Nipkow disk, and thus it became known as the mechanical
television. It formed the basis of experimental broadcasts done by the British Broadcasting
Corporation beginning September 30, 1929. However, for most of the 20th century, television
systems were designed around the cathode ray tube, invented by Karl Braun. The first version of
such an electronic television to show promise was produced by Philo Farnsworth of the United
States, and it was demonstrated to his family in Idaho on September 7, 1927.

Computer networks and the Internet

On 11 September 1940, George Stibitz was able to transmit problems using teletype to
his Complex Number Calculator in New York and receive the computed results back at
Dartmouth College in New Hampshire. This configuration of a centralized computer or
mainframe computer with remote "dumb terminals" remained popular throughout the 1950s and
into the 60's. However, it was not until the 1960s that researchers started to investigate packet
switching — a technology that allows chunks of data to be sent between different computers
without first passing through a centralized mainframe. A four-node network emerged on
December 5, 1969. This network soon became the ARPANET, which by 1981 would consist of
213 nodes.

ARPANET's development centred on the Request for Comment process and on 7 April
1969, RFC 1 was published. This process is important because ARPANET would eventually
merge with other networks to form the Internet, and many of the communication protocols that
the Internet relies upon today were specified through the Request for Comment process. In
September 1981, RFC 791 introduced the Internet Protocol version 4 (IPv4) and RFC 793
introduced the Transmission Control Protocol (TCP) — thus creating the TCP/IP protocol that
much of the Internet relies upon today.
TELECOMMUNICATIONS
Telephone techniques

 Answer the phone by the second ring.

 Answer the phone with “Good morning (or afternoon),
 Messages are important. Keep them neat, get the caller’s name, association, number
(including area code) and, perhaps, file numbers and reasons for calling.
 Don’t keep callers on hold for extended periods. Get back to them and ask if they still
want to hold, or would like to leave a message instead.
 Avoid telling callers they “must” do something or “have to call employment standards.”
 People prefer suggestions to orders.

Telephone message forms

Thank you for your call Mr. Jones. I have your number at 555-5555 and Ms.
Adams can reach you all day tomorrow or Friday. You'd like to discuss
the Christmas proposal and her thoughts on it. I'll have her pull the file and get back with
you. Is there anything else you'd like me to add?
Communication skills

 Ensure you cannot be heard by other visitors or staff-close door or move to another room.
 Check caller is who they say they are by getting their details and calling them back.

Answering machine 

An answering machine or message machine, also known as an answer

phone sometimes/formerly known as a telephone answering device (TAD), is a device invented
in 1935, by Benjamin Thornton, and independently in Switzerland by Willy Mueller.

Safeguarding information and maintaining confidentiality

 Keep all employee files in locking file cabinet.

  Keep regular employee files apart from the employee medical files.
 Supervision is required if an employee or other authorized person needs to access the
employee file.
 Be organized. 
 Shred all employee data you will not store in the event of a company closure. 

Telephone Conferencing

There are two types of Conference Calls available on Campus.

 Meet Me Conference up to eight parties.

 Three-way Conference

Meet Me Conference Feature

Eight party Conference availability. There are 8 pilot numbers available to complete a Meet Me
Conference call with 7750 designated as Conference Leader:

 7750
 7751
 7752
 7753
 7754
 7755
 7756
 7757

The Conference Leader is the person who sets the time, contacts the parties that will be
included and controls the conference call. When the Leader dials 0 no new parties can join the
conference. When the Leader dials # sign all parties are disconnected.
Meet Me Conferences can be On Campus Parties only, or a combination of Off Campus and On
Campus Parties up to eight persons.
On Campus only parties simply dial one of the pilot numbers to join the conference at the
designated time.
For combination on and Off Campus Parties, the Off Campus Parties will call a designated
Conference Leader on campus and this person will transfer the calls to the pilot numbers to join
in the conference at the designated time.

Three-way Conference

 With call in progress, ask party to hold.

 Press transfer button, receive interrupted dial tone.
 Dial desired number.
 After call is answered, press conf. button, conf LED lights.
 Three-way conference is established.
 If one party hangs up, other two remain connected. Conf LED goes out. .

Interpersonal skills are the skills that a person uses to interact with other people. Interpersonal
skills are sometimes also referred to as people skills or communication skills.[1] Interpersonal
skills involve using skills such as active listening [2] and tone of voice, they include delegation
and leadership. It is how well you communicate with someone and how well you behave or carry
yourself. Also they help people further their careers.

Oral Skills

The telephone; it is part of us. What would we do without it? It is as common as apple pie and
summer sunshine. As much a part of our lives as learning to walk and talk and perhaps that is
why we, at most times, give it little thought. Nonetheless, we do think about it, when we have had
the experience of being treated rudely or abruptly while using this mode of communication. We
bristle at the idea of someone's brusqueness to us, and most probably never take thought of the
times we have shown our bad manners while speaking on the telephone.

The tendency to be short and curt to salespersons is common. The feeling that they are, in fact,
invading our privacy is a widespread notion and the first inclination is to cut them off with a
positive projection of irritation. Perhaps supposing this will discourage any return calls, "wish
on!" Treating those person who call pitching a product without kindness, solves nothing and
makes no validity, so why not include them in you simple and polite response, "no thank you,
have a good day," "good-bye." This response is much less apt to raise your blood pressure and
reduce your feelings of guilt later, for incivility over the telephone.

Correct way to answer the telephone:

The proper way to answer the telephone is "hello." On the other hand, simply answering "yes" is
a curt and inappropriate response. The person making the call draws a very quick conclusion, and
that is, to think of that person as cold and aloof, and hesitates to communicate readily.

At times, someone other than the head of the house will answer the telephone. If that person is
asked, "may I speak to Mr. ________ please," the response should be, "one moment please, I will
get him for you." If the head of household is not available the response should be, "I am sorry,
Mr. _____ is not available at this time, may I take a message?" This is simply a form of good
manners, whatever form it may be expressed, thoughtfulness for the feelings of others. This
person may be calling to offer a new job with great pay and benefits, who's to know! What would
he or she think if the answer to the question, "is Mr. _____ home please," would be an abrupt
"no." This response would reflect negatively, on the actual person being called.

Making telephone calls:

Think about what time it is, when placing a call. You would not want to call when there is the
possibility that person may be asleep. For example on a work morning before 7:00 a.m. would not
be a good time. After 9:00 to 10:00 p.m. in the evening is not a good time, and remember to avoid
calls around the usual period most people will be eating. Courtesy is expected when using the
telephone just as if you are talking in person.

Give your name when the telephone is answered, before asking for the person you are requesting.

Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong number,"
never just hang-up. Express your apology, letting them know you have dialed a wrong number.
To avoid disturbing another person unnecessarily dial carefully and make sure you can see the
dial pad.

When speaking, think of the way you sound. Make sure you enunciate you words clearly and
precisely. It is embarrassing to be asked to repeat what you are saying. Your voice reflects your
courtesy, since that person on the other end of the line cannot see your facial expressions your
"tone of voice" will need to express this.

Basic Good Manners, Telephone Tips:

* Let the telephone ring a reasonable length of time. It is frustrating to just get to the telephone
and hear a dial tone.

* If you dial a number that is wrong, apologize, promptly and hang-up.

* Calling a business at or very near closing time is to say the least un-thoughtful. When it is time
to go home, after a long day, do not delay them.

* State your name when placing a call. The game of "guess who this is" may not play very well to
a busy friend.

* When speaking to anyone who is working and time is of the essence, make your call
informative and short.

*Dial carefully and in proper lighting to avoid calling a wrong number and in-conveniencing
others.

Telephone System

Dialing Instructions

1. On Campus Calls
Dial the last four digits of the telephone number
2. Local and Long Distance Calls within the 315 Area Code
Business - Dial "8", then dial the complete seven-digit telephone number.
Personal - Dial "5", then dial the complete seven-digit telephone number,
and enter your 6 digit PIN number after the tone.
NOTE: If you have trouble completing a call within the 315 area code, you
may need to enter the 315 before the seven-digit number. Some numbers
require you to do this.
3. Long Distance Calls Outside the 315 Area Code
 Business - Dial "8", then "1", the area code, then the seven digit telephone
number.
Personal - Dial "5", then "1", the area code, then the seven digit telephone
number, and enter your 6 digit PIN number after the tone.

Using Calling Cards for Outside Calls

For calling card calls, dial "8", then "1", and follow instructions on your calling card.
Business Pre-Paid Calling Cards
Business pre-paid calling cards are available. Contact the Business Office at X-7342 for
information and requests.
Dial "5" Plan for Personal Calls
The campus has a "Dial 5 Plan" for personal calls made on business telephones. Dial "5" before
telephone number desired instead of "8" and enter your PIN after the tone. Call 7155 for your
PIN. Detailed bills are posted monthly on the Wildcat Intranet and payments are to be made at
the Business Office.
Calls Not Permitted from Campus Phones
Any collect, third number billing, or operator assisted calls are not permitted from campus
phones.
Problem Calls- Call Trace
If you receive any obscene, harassing or threatening calls, do not say anything and calmly hang
up the phone. Perform a call trace by immediately picking up the handset and dialing # * 7 then
notify University Police at X-7106. If you do not react to the callers, they will usually stop. Do
not talk about the call with people you know. Chances are the caller is an acquaintance and may
be encouraged by your anxiety.

Local Calls Billed at Message Unit Rate

Be aware the college is charged "message units" for all local calls. The ITS Department bills
each department a "message unit" rate for all local calls. Many campus phones are restricted
from placing local calls.
Voicemail

Setup
Administrative Voicemail boxes can be setup by calling 7820 from your own extension and
entering 1234 as password and following the tutorial. If you call from someone else's extension
enter * your campus extension and # , then enter 1234 as password and follow the tutorial. You
can also call from off campus at 792-7820 and entering * your campus extension and # , then
enter 1234 as password and follow the tutorial.
Access
Administrative Voicemail boxes can be reached by dialing 7820 from on campus. From off
campus dial 792-7820 and entering * then your campus extension when asked for ID and #.
Directory (Dir) Button:
Digital/Display Phones only:
Press Dir button. Light will turn on, display will say Name? Spell persons last name you are
looking up or first two or three letters of last name. Then press #. Name will display. If the name
displayed is incorrect, you can scroll up or down using the 2 and 8 buttons. When the name
displayed is correct, press # and the call will then be completed.
Speed Dial:
Digital/Display Phones only:
To program speed dial. Press feature. Press any unlabeled button on your phone. Then enter
number of party you wish to program in. Then press feature button and watch display. It will say
"Speed Set when complete. To use, press button you programmed and your call will be
completed to the party you programmed in.
Redial:
Digital/Display Phones only:
Press redial button on phone and observe display, continue to press redial button until you see
the number of the party you wish to call appear. Press star * and the call will be completed.

Telephone Policy and Procedures

The following describes the policies and procedures for the proper use of the equipment and its
related activities.

Training

All employees are required to be familiar with the features and functions of the phone system.
All staff will review the features as explained in the Cisco IP Phone Guide. Questions concerning
the phone system and its features should be referred to the telephone system administrator or a
technical support person.

Voice Mail

All staff is expected to utilize the voice mail feature of the phone system. This is required to
ensure all call messages are received. This will also help alleviate the need for handling
messages through the main switchboard. All staff will ensure that the:

 Voicemail message is current and appropriate to the image of the college.

 Voicemail message is programmed appropriately during extended periods of absence
such as during the summer months.
 All messages received via voice mail are responded to in a timely manner.

Long Distance Phone and FAX Calls

Long distance/FAX calls are authorized for college business only. PERSONAL CALLS
ARE NOT TO BE CHARGED TO THE COLLEGE. If in an emergency a personal long
distance call needs to be made, the employee is expected to reimburse the college for the
cost of the call, plus any related taxes. Specific policies relating to long distance/FAX
calls are:

 Only college staff is authorized to make long distance/FAX calls that will be charged
to the college.
 Students ARE NOT AUTHORIZED to make long distance/FAX calls.
 Long distance/FAX calls for students seeking job placement will be handled through
the Placement Office. The charge for these services will be posted in the Placement
Office.
 Collect calls to the college ARE NOT AUTHORIZED unless the staff person
accepting the call has full knowledge of the intent of the call and that it is college
related.
 Charges for FAX documents to be sent by non-college staff will be posted in the
President's Office.
 All employees receive a monthly phone report that lists the long distance calls made from
their extension. This report should be reviewed by the employee to ensure there are not
unauthorized calls made from their phone.

And now that you are finish answering the self check we will do the activity.

Self Check:

Identification: identify if the following are falls on telephone techniques or falls on

Safeguarding information and maintaining confidentiality. Write TL if on telephone
techniques and SM if on safeguarding information and maintaining confidentiality.

1. Answer the phone by the second ring. ________

2. Shred all employee data you will not store in the event of a company closure. ________
3. Avoid telling callers they “must” do something or “have to call employment standards.”
_________
4. Supervision is required if an employee or other authorized person needs to access the
employee file. _________
5. Answer the phone with “Good morning (or afternoon), ________
6. Keep all employee files in locking file cabinet. _________
7. Don’t keep callers on hold for extended periods. Get back to them and ask if they still
want to hold, or would like to leave a message instead. _________
8. Keep regular employee files apart from the employee medical files. _________
9. Messages are important. Keep them neat, get the caller’s name, association, number
(including area code) and, perhaps, file numbers and reasons for calling. _________
10. Be organized. _________

Activity 7:
(Role Playing) Group the class into 4, each group will prepare a play on how to answer phone
properly. Take note of the telephone techniques that teacher provide a while ago.
ANSWER

Pre-Test

1-2. Elisha Gray and Alexander Graham Bell

3. Telecommunication

4. Meet Me Conference up to eight parties.

5. Three-way Conference

Self check
1. TL
2. SM
3. TL
4. SM
5. TL
6. SM
7. TL
8. SM
9. TL
10. SM