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Why are Phones so Complex???
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I actually got a good chuckle from your post. Not at you, but at the fact that an end-user would think that today’s phones are so complex.
In the traditional office environment, we have evolved leaps and bounds over the past 50 years in terms of call handling and processing.
Not all that long ago, office desks were outfitted with one phone for each line. By today’s standards, there would be some desks that would have over 100 phones, which is obviously too much clutter.
Later in the life of the telephone, we were introduced to the key system. We all know and love these phones. A traditional desk phone with several illuminated, mechanical buttons that represented each line; unreliable, not very flexible, and just plan awful.
Today’s phone systems now allow the end-user far more ease of use than ever before. Hundreds of lines can be accessed simply by using one single line or intercom button on the desk phone. An end-user can transfer a call to a coworker down the hall, on a different floor, or even the other side of the globe with very little trouble.
There are no longer pools of operators in a office building. Calls can be answered, routed, and qued by a piece of technology no larger than a bread-box.
Try doing that with a key system or a single line phone.
The telecom networks have also improved for the end-user over the past years. Now, call set-up and tear-down happens within mere milliseconds. An end-user can call any telephone in any industrialized country simply by dial its number. No need to speak with operators or wait for the call to be set-up by human beings.
When I first started working in the telecom industry, the phrase “back-hoe” would send fear into any of us in the office. Now, it is just a minor irritation. Networks have been built to be self healing, self routing, and self maintaining. A cable cut that would have disabled phone service to an entire region of the country is now simply handled by the networks rerouting to a different path, all within seconds from the cable cut, with little or no human intervention.
The Museum of Science and Industry in Chicago has (or had, I have not been there in a while) a great exhibit on the history of the communications network. I would recommend that you see what is available in your area and send any customer that complains about hitting a “feature” button to that exhibit.
So, my point is this: While the technology has become more advanced and complex over the years, the end-user has been presented with a much more simplified way of using that network.
In the traditional office environment, we have evolved leaps and bounds over the past 50 years in terms of call handling and processing.
Not all that long ago, office desks were outfitted with one phone for each line. By today’s standards, there would be some desks that would have over 100 phones, which is obviously too much clutter.
Later in the life of the telephone, we were introduced to the key system. We all know and love these phones. A traditional desk phone with several illuminated, mechanical buttons that represented each line; unreliable, not very flexible, and just plan awful.
Today’s phone systems now allow the end-user far more ease of use than ever before. Hundreds of lines can be accessed simply by using one single line or intercom button on the desk phone. An end-user can transfer a call to a coworker down the hall, on a different floor, or even the other side of the globe with very little trouble.
There are no longer pools of operators in a office building. Calls can be answered, routed, and qued by a piece of technology no larger than a bread-box.
Try doing that with a key system or a single line phone.
The telecom networks have also improved for the end-user over the past years. Now, call set-up and tear-down happens within mere milliseconds. An end-user can call any telephone in any industrialized country simply by dial its number. No need to speak with operators or wait for the call to be set-up by human beings.
When I first started working in the telecom industry, the phrase “back-hoe” would send fear into any of us in the office. Now, it is just a minor irritation. Networks have been built to be self healing, self routing, and self maintaining. A cable cut that would have disabled phone service to an entire region of the country is now simply handled by the networks rerouting to a different path, all within seconds from the cable cut, with little or no human intervention.
The Museum of Science and Industry in Chicago has (or had, I have not been there in a while) a great exhibit on the history of the communications network. I would recommend that you see what is available in your area and send any customer that complains about hitting a “feature” button to that exhibit.
So, my point is this: While the technology has become more advanced and complex over the years, the end-user has been presented with a much more simplified way of using that network.
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Hello,
I'd like to add also that when it is time to train end users on how to use their new system. Half the employees don't have the time to attend and the other half are to busy with their cell phones to pay attention to the training. This leads to the customer not knowing how easy it really is to use todays technology. What it boils down to from my experience is they either don't think it is a priority to learn about how it works and then complain it is a piece of crap because they don't know how it works. Or they are just lazy and won't reinforce the training that was given by reading the handouts that were given out with their new phones.
Dmac,
I'd like to add also that when it is time to train end users on how to use their new system. Half the employees don't have the time to attend and the other half are to busy with their cell phones to pay attention to the training. This leads to the customer not knowing how easy it really is to use todays technology. What it boils down to from my experience is they either don't think it is a priority to learn about how it works and then complain it is a piece of crap because they don't know how it works. Or they are just lazy and won't reinforce the training that was given by reading the handouts that were given out with their new phones.
Dmac,
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