Motorola V710

Ahh but what if they use an IP phone system at their call center?

Don't worry about what kind of routing we have. 😉 the fact is whoever gives you a four digit extension can be reached directly. Typically you will still get their voicemail, due to call volumes, and the rarity you call at one of the exact moments that individual is inbetween calls. If they give you the correct extension, they can be reached directly.

thunderck said:
Ahh but what if they use an IP phone system at their call center?

Typically the same would hold true even for a VoIP system.. The only major difference between a VoIP system and a traditional PBX is the transport method.. meaning that the calls are converted to digital packet data and xmitted, however those data packets are still converted (at some point) to analog data. If they weren't, VoIP would be useless, as you'd only be able to call other VoIP users

Trust me, they don't!

He he. That's a good one. An incumbent LEC using an IP phone system...

LOL.

rcdslv said:
He he. That's a good one. An incumbent LEC using an IP phone system...

LOL.

Hehe. You'd actually be surprised... Since most of the time the ILEC still provides the loop, some are starting to prepare new Centrex systems that utilize VoIP. I know that SBC (one of the largest ILEC's in the nation) has one under development.

I would not, however, expect ILEC's to start marketing these systems just yet until the federal regulations are relaxed (it looks like it MAY actually happen this time). Basically the same reason that there are literally hundreds of thousands of miles of dark fiber that they are refusing to light until regulations are such that they can actually turn a profit and...
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This is true. Almost any company will have a PBX system to route calls. I don't think Badsky2k was arguing that internal extentions do not exist, just stating that a CS Rep wouldn't give away this information to an average joe customer. In the case of a CS call center, I don't think they would have DID, mainly because the system is setup to help customers get answers quickly and efficently, not trying to reach a particular person.

OK you will get his VM! He9or She) may or maynot call back on their own time (maybe, maybe not).

Have YOU worked in a call center? It's not the usual PBX setup... Go ahead and call his/her extension. Unless they are idle (wating to take a call) you will get their VM 99.999% of the time. As I said, I did this for 4.5 years before I burned out on talking to stupid people, they are everywhere!

For starters, not only have I worked in a call center in the past (admittedly VERY long ago), but much more recently (past 5 years) I've also developed the technology design (data and voice) for a MAJOR collection agency, so I do have an idea what goes on in a call center and how things work. I won't dispute the fact that i will most likely get the guy's VM, however if he was cool enough to offer up his direct, and his working hours, I would guess I have a decent shot at getting a callback.

All I was refuting was a) your statement that I'm full of it, and b) your statment that a CSR in such call center would not have or provide a direct contact information.

I won't doubt that you've been a CSR, or that you have some knowledge of how t...
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Well Sparky, I did work at a call center for ATTWS here in Texas and they did not have inbound extensions that they let us use as a Care rep. Supe's did, but not us lowly Reps did not. It may have been different in "your" call center but ATTWS did not allow Reps to get inbound calls, other than the inbound from the Que. My call center was also an ATTWS owned one and not a contract center from Converges or any other of the contract call centers. We had boards that showed call volume, calls in Q and other information. Another reason I left was that I did not like having my bathroom breaks on a schedule. I also did not like having to re-bid my work schedule every three to six months. I also got fed up talking to adults acting like children conc...
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Heh.. My grandfather used to call me Sparky..

For starters, starting some type of argument was clearly NOT my intent with my original post. All I've done is respond to your claim that I'm full of it, and contradict your initial statement that call center reps do not have direct extensions.

I *NEVER* said you didn't work in a call center. AAMOF, to quote myself, i said:

I won't doubt that you've been a CSR, or that you have some knowledge of how things work in a call center

I can certainly understand your frustration w/ working in a call center. From what i remember it was pure hell 😁

I would also doubt that when you were w/ ATTWS, you probably had a direct extension, and maybe even a DID... You j...
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