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| Date: Thu, 29 Oct 2015 11:08:47 -0400
From: Barry Margolin <barmar@alum.mit.edu>
To: telecomdigestsubmissions.remove-this@and-this-too.telecom-digest.org.
Subject: Re: Bill would allow debt collectors to robocall your cellphone
Message-ID: <barmar-CFA1C1.11084729102015@88-209-239-213.giganet.hu>
In article <6a876a41-ee44-492d-9961-2e4948dd3465@googlegroups.com>,
HAncock4 <withheld@invalid.telecom-digest.org> wrote:
> The Washington Post reported that tucked into the congressional budget deal is
> a provision that would let companies robocall Americans' cellphones to collect
> any money owed to or guaranteed by the government, including federal student
> loans, mortgages and taxes. The proposal would amend a law that consumer
> advocates say protects Americans from being harassed or inundated with text
> messages and calls that could run up their cellphone bills.
>
> [In my humble opinion, consumers need more protection from robocalls, not
> less. A few years ago some in Congress tried to allow sales calls to cell
> phones, which fortunately did not pass.]
Robocall laws have generally not prohibited calls from companies you
already do business with. And if you owe someone a debt, they clearly
should be able to contact you.
But if you can't afford to pay your debt, making you pay for a cellphone
call is probably not going to help them get money from you.
--
Barry Margolin, barmar@alum.mit.edu
Arlington, MA
*** PLEASE post questions in newsgroups, not directly to me ***
|
| Date: Thu, 29 Oct 2015 00:12:42 -0500
From: Doug McIntyre <merlyn@dork.geeks.org>
To: telecomdigestsubmissions.remove-this@and-this-too.telecom-digest.org.
Subject: Re: FCC hopes to shut down robocallers by publishing numbers weekly
Message-ID: <zYSdnbzVodBXN6zLnZ2dnUU7-RGdnZ2d@giganews.com>
Pete Cresswell <PeteCress@invalid.telecom-digest.org> writes:
>My theory is that there's a computer dialing thousands or hundreds of
>thousands phone numbers. When somebody picks up, the computer knows
>it and then starts listening for a human voice. Once it recognizes a
>human voice, it flips the call to a telemarketer who is not currently
>busy. The soft, rapid voice is not readily recognized by the
>computer.
The industry term for the computer is 'Predictive dialer'.
The Wikipedia article is good enough to start on.
--
Doug McIntyre
doug@themcintyres.us
|
| Date: Thu, 29 Oct 2015 11:05:34 -0400
From: Barry Margolin <barmar@alum.mit.edu>
To: telecomdigestsubmissions.remove-this@and-this-too.telecom-digest.org.
Subject: Re: FCC hopes to shut down robocallers by publishing numbers weekly
Message-ID: <barmar-540EA8.11053429102015@88-209-239-213.giganet.hu>
In article <8th13bdc78smnjecu7ho70vsufvb88op7n@4ax.com>,
Pete Cresswell <PeteCress@invalid.telecom-digest.org> wrote:
> Per Telecom Digest Moderator -
> >The most frequent trick I've seen is to use the same NPA-NNX as mine,
> >but not my line-number. I get the feeling there's som
> >lord-of-telemarketing doing a maniacal laugh in his fortress of doom
> >every time I answer one of those - until I've wasted five or ten
> >minutes of the human's time and then said "I'm not interested. My
> >number is on the do-not-call list, so don't call me again."
> >
> >I don't know why, but they always say they can't do that.
>
> When I answer the phone I do so in a soft, rapid voice.
>
> If nobody responds within about a second or so - and/or the line has
> that distinctive "Dead" sound - I just hang up.
>
> My theory is that there's a computer dialing thousands or hundreds of
> thousands phone numbers. When somebody picks up, the computer knows
> it and then starts listening for a human voice. Once it recognizes a
> human voice, it flips the call to a telemarketer who is not currently
> busy. The soft, rapid voice is not readily recognized by the
> computer.
Lots of them also seem to be able to recognize the cadence of answering
machine messages. I usually screen calls by letting the machine pick up
(I have el-cheapo home phone service, no caller-ID or voicemail), and
the robocalls often hang up during the greeting. Others hang up shortly
after the beep without saying anything, so I guess they detect that.
If I do pick up, I have to say "Hello" a couple of times before it
transfers me to the human.
--
Barry Margolin, barmar@alum.mit.edu
Arlington, MA
*** PLEASE post questions in newsgroups, not directly to me ***
|
| Date: Fri, 30 Oct 2015 15:47:29 -0400
From: Pete Cresswell <PeteCress@invalid.telecom-digest.org>
To: telecomdigestsubmissions.remove-this@and-this-too.telecom-digest.org.
Subject: Re: FCC hopes to shut down robocallers by publishing numbers weekly
Message-ID: <oih73b1fgq5fevjorj4up0ukps40a9dpkb@4ax.com>
Per Barry Margolin:
>Lots of them also seem to be able to recognize the cadence of answering
>machine messages. I usually screen calls by letting the machine pick up
>(I have el-cheapo home phone service, no caller-ID or voicemail), and
>the robocalls often hang up during the greeting. Others hang up shortly
>after the beep without saying anything, so I guess they detect that.
>
>If I do pick up, I have to say "Hello" a couple of times before it
>transfers me to the human.
I have the SIT tone for "This is a non-working number" in the beginning
of my answering machine's message. Dunno if it helps or not.... one
might hope that robocalling applications would self-clean their lists
based on SIT tones just to save dialing time.... but my gut says that's
a stretch....
The most interesting robocall that I have gotten was a few weeks ago. I
am 99% sure it was a computer, but the voice sounded surprisingly
natural and it's response to what I said was logical.
I hung up reflexively... but now I wish I had stayed on the line to feel
it out a little.
Kind of like http://www.jabberwacky.com/, but with speech
recognition/synthesis and a pre-arranged script.
Whether I had that one right or not, I have to think that sort of thing
will be deployed in force within a year or two.
--
Pete Cresswell
|
| Date: Fri, 30 Oct 2015 16:35:54 +0000 (UTC)
From: moroney@world.std.spaamtrap.com (Michael Moroney)
To: telecomdigestsubmissions.remove-this@and-this-too.telecom-digest.org.
Subject: Re: FCC hopes to shut down robocallers by publishing numbers weekly
Message-ID: <n1069a$spe$1@pcls7.std.com>
Barry Margolin <barmar@alum.mit.edu> writes:
>In article <8th13bdc78smnjecu7ho70vsufvb88op7n@4ax.com>,
> Pete Cresswell <PeteCress@invalid.telecom-digest.org> wrote:
>> When I answer the phone I do so in a soft, rapid voice.
>>
>> If nobody responds within about a second or so - and/or the line has
>> that distinctive "Dead" sound - I just hang up.
>>
>> My theory is that there's a computer dialing thousands or hundreds of
>> thousands phone numbers. When somebody picks up, the computer knows
>> it and then starts listening for a human voice. Once it recognizes a
>> human voice, it flips the call to a telemarketer who is not currently
>> busy. The soft, rapid voice is not readily recognized by the
>> computer.
>Lots of them also seem to be able to recognize the cadence of answering
>machine messages. I usually screen calls by letting the machine pick up
>(I have el-cheapo home phone service, no caller-ID or voicemail), and
>the robocalls often hang up during the greeting. Others hang up shortly
>after the beep without saying anything, so I guess they detect that.
>If I do pick up, I have to say "Hello" a couple of times before it
>transfers me to the human.
Something I always wanted to do, but never actually got around to doing,
is to change my outgoing message to something really short like "Leave a
message." or even "Speak!" either without a beep, a beep with an oddball
frequency or some sound that's not actually a beep, to fool the predictive
dialers. I do think the predictive dialers do recognize the longish "We
cannot come to the phone right now, so leave a message...BEEP!" sequence
and hang up, while a short message with an odd "beep" may sound enough
like a "Hello?" to it for it to summon a human telemarketer. The
(sub)human then wastes their time spewing their canned spiel then "Hello,
Mr. Smith? Hello? Hello?" before giving up.
|
| Date: Thu, 29 Oct 2015 18:33:48 -0700 (PDT)
From: HAncock4 <withheld@invalid.telecom-digest.org>
To: telecomdigestsubmissions.remove-this@and-this-too.telecom-digest.org.
Subject: PBX Attendant Tips
Message-ID: <7217e323-2a0a-4b51-bcbb-b8c6e92ed9eb@googlegroups.com>
When the former Bell System published manuals on how to use its PBX equipment,
it included many tips on how to provide excellent service to callers. Many
of those tips are still just as valuable today, despite all of the automation.
Below is a compilation of some Bell System tips from various PBX manuals.
* * *
Every day more and more business is conducted by telephone. It's a
fast, economical way of doing business.
On the next few pages are some suggestions to help you and your
extension users make telephone contacts work successfully for your
company.
Many people deal with your firm by telephone and their opinion of the
firm is largely influenced by the quality of telephone service they
receive. As a P.B.X. attendant you have an unusual opportunity to assist
in maintaining good business relations with customers.
If you exhibit in your work promptness, courtesy, attention, a
willingness to serve and a desire to please you will contribute
materially in furthering the good will and business of your firm.
In telephone contacts the advantages of face to face discussion,
appearance, facial expression, etc., are missing and the lack of
these must be compensated by correct and best use of the voice.
Attention to the following simple principles of good voice usage
will prove beneficial both in the matter of public good will and
efficient operation.
PERSONAL INTEREST: A pleasing tone conveyingt he impression
of a sincere desire to be of assistance and to give satisfaction
on every call or request.
CLEAR ENUCIATION: Will avoid the annoyance of errors, repetition
and delays.
PROPER EMPHASIS: Will also assist in the avoidance of repetitions,
errors and delays, particularly in respect to the pronunciation of
numbers.
QUIET TONE: Will avoid nerve strain, irritation and disturbance to
others.
Suggestions to assist in meeting the above four qualifications
for proper telephone voice usage are:
. Be polite and courteous at all times.
. Adopt an alert and business-like manner of speaking.
. Articulate clearly, giving full value and proper spacing to
each sound.
. Speak at a moderate speed, not too fast, but there is no value
in excessive slowness.
. If you speak clearly and properly with your lips not more than
two inches from the transmitter, you do not need to make the
effort of speaking loudly.
Incoming Calls--Answer Promptly
Callers don't like to be kept waiting. A prompt answer after the
first ring will help to build a reputation of courteous efficiency for
your firm.
Answer incoming calls with your firm name or telephone number as, for
instance "Smith-Jones and Co." Long names may, of course, be abbreviated
by leaving out initials or business designation. Care should be taken,
however, to choose an answering phrase that will not be misunderstood
or mistaken for the answer of any other well-known firm in your locality.
During certain hours, where desired, a courteous touch may be added by
using a phrase such as the following:
"Smith-Jones and Co. Good Morning!"
The use of "good morning" should not be continued for more than
an hour or an hour and a half after the opening of business, unless
your firm is one which does not often receive repeat calls from the
same individuals at short intervals.
ACKNOWLEDGING THE ORDER RECEIVED
Listen closely to the order and repeat any part of it which you are
not sure you understand. If you repeat, listen for a possible correction.
If you understand the order correctly without repetition, acknowledge
with "Thank you". However, except that if you know the desired extension
is busy or that the desired party is not available, you may report to the
calling party immediately without pausing to acknowledge the order.
If it was necessary to repeat a portion of your order and if
the calling party corrected this repetition, acknowledge with,
"Thank you".
If more details are required to establish the connection which
is desired, question the calling party as may be necessary, using
a phrase such as the following:
"Is that Mr. J. F. Brown or Mr. W. G. Brown?"
"Is that the Mr. Brown in the Shipping Department?"
"Do you wish price information or is it to inquire about a shipment?"
If the order was indefinite and it is necessary for you to determine
which department is required, tell the calling party or operator as
you establish connection, the individual or department to whom he will
be connected. Say, for instance, "I will give you the Credit Department,"
or "Mr. J. F. Brown takes care of that, I will connect you with him."
PROGRESS REPORTS
On calls which are delayed due to a busy or a slow answer condition,
it is most important to give progress reports to the calling party at
frequent intervals. The reports are required not only as an act of
courtesy but also to encourage waiting long enough to provide
ample opportunity for the called party to answer. Progress reports
furthermore enable the calling party or operator to change the
order in the event that it would be better to talk to someone else.
Failure to give progress reports may cause abandonment of calls with
accompanying dissatisfaction to your customers and loss of business to
your company.
If the called local is still busy or no answer has been received
after a prolonged period as, for instance, two minutes, give a
further progress report and add "Will you talk with anyone else?"
If, however, you are in a position to suggest the name of some one
else who could handle the call, you may vary this phrase in order
to suggest the proper person or department. If the calling party
accepts this offer, it will generally be advisable for you to
explain the circumstances of the call to the other person answering
before establishing connection. To do this, ring the other individual
with an idle line and when he answers, say, for instance, "I have a
call for Mr. Smith which I could not complete. Will you take it?"
Unless he gives you other instructions, establish the connection,
using the line with which you originally answered the incoming call.
If the calling party is unwilling to have his call transferred
to anyone else, offer to take a message, saying, for example, "If
you will give me your name and telephone number, I will tell Mr. Smith
you called." Record any information furnished as a result of this
offer and use whatever method is lo cally available for bringing
it promptly to the attention of the desired individual.
Be Friendly
If it's necessary to leave the line, ask permission - the caller may
prefer to call back. Before leaving the line you might say: "Would you
mind waiting while I look up that information?"
Identify Yourself
Make it easier for the caller by answering with a name or department.
For example: "Mr. Johnson" or "Service Department, Johnson speaking."
When answering someone else's phone, it's a businesslike courtesy to
use that person's name as well as your own. For example: "Mr. Roberts'
office, Mr. Johnson."
How to Transfer Calls
Explain why the call is to be transferred. Be sure the caller is
willing--perhaps he'd rather be called back.
Know your system's call-transfer procedure. If using your attendant,
be sure the attendant is given complete information to avoid asking
the calling party to repeat. Wait for the attendant to acknowledge
instructions.
Be Tactful With Questions
When answering someone else's telephone, your extension users will
build good will by using phrases like: "May I tell him who's calling?"
or "If you'll leave your name and telephone number, I'll have him call
you when he returns."
An abrupt "Who's calling?" often implies that the called party will talk
only to certain people.
Complete Message Memos
Messages should be complete and legible; showing names of persons
called and calling, date and time, and caller's number if he wants to
be called back.
* * *
|
| Date: Fri, 30 Oct 2015 15:33:50 -0400
From: Pete Cresswell <PeteCress@invalid.telecom-digest.org>
To: telecomdigestsubmissions.remove-this@and-this-too.telecom-digest.org.
Subject: Re: Bill would allow debt collectors to robocall your cellphone
Message-ID: <dah73b5a17hdmgn08tqhlrbl73n35h9b58@4ax.com>
Per HAncock4:
>The Washington Post reported that tucked into the congressional budget deal is
>a provision that would let companies robocall Americans' cellphones to collect
>any money owed to or guaranteed by the government, including federal student
>loans, mortgages and taxes. The proposal would amend a law that consumer
>advocates say protects Americans from being harassed or inundated with text
>messages and calls that could run up their cellphone bills.
>
>
>for full article please see:
>
>https://www.washingtonpost.com/news/grade-point/wp/2015/10/27/the-government-
>
>wants-student-debt-collectors-to-robocall-your-cellphone/
Totally moot vis-a-vis robocalling IMHO....
Since robcallers and telemarketers in general moved offshore and/or
started hiding behind multiple VOIP relays (whatever that means....)
the Do Not Call List and enforcement thereof has become history.....
And I have a pile of lame-sounding letters from the Pennsylvania Att'y
General's office to support that assertion.
What's relevant to me in that situation is a further indication of who
actually drives lawmakers..... and it's not us...
--
Pete Cresswell
|
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