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Chapter 12 Telephone

Telephone and telegraph have become very popular method of oral communication in

the fast pace life of today.

Merits /Advantages of telephone

1. It saves time by providing immediate contact. It is very fast mode of communication and

speed is important in the modern business world.

2. It over comes the distance barrier and avoid the need for face to face conversation. It is a

very convenient method of communication.

3. It provides immediate feedback. The speaker can explain and clarify his message to

ensure that it is properly understood.

4. It reduces status barrier to some extent. There are certain things which people hesitate to

say in face to face meeting but which can be said over the phone.

5. These days several kinds of telephone service available, example trunk call, intercom,

extension of main line etc.

Disadvantages of telephone

1. In Telephone conversation, facial expressions and gestures cannot be used to supplement

words.

2. Telephone lines may be overloaded or may be dead. The person called may not be

available. This problem can be overcome by taking down message and passing it to the

person called when he returns to his seat

3. The receiver of a telephone call cannot go over the message again and there is little time

to think. Therefore some part of the message may be missed or misunderstood.

4. In a Telephone it is possible to judge the mood or temper of the receiver. Therefore a

call may be made when the receiver does not want to be disturb or he may be busy.

5. Telephone communication does not provide a permanent record for future reference and

for legal purpose.

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How to make effective use of telephone

1. Hold the ear piece close to the ear but keep the mouth piece 1 inch away from the lips.

2. Speak naturally as if you are talking to a person sitting next to you. Don't shout and

don't speak too low. Speak slowly and clearly.

3. Speak politely, confidently and in a positive tone.

4. Don't mumble or eat words or speak through the nose.

5. Avoid clichés like yeah! I see! Oh!

6. Don't waste time in idle talk but don't sound abrupt (rapidly).

7. Listen carefully and attentively.

8. Note down important points of telephone conversation as otherwise some vital points

may be forgotten.

9. While making a call be mentally prepare before you dial the number. Be clear what you

are going to say. Speak clearly and precisely.

10. While receiving a call always be prepared to receive a call and to receive a give

information. Keep the pen and paper ready

Types of Telephone connections.

Standard telephone (Direct exchange line)

Under the system there is a single telephone instrument connected directly to the public

exchange.

A person from the office can talk directly with another person having a telephone. This is

called the direct exchange line.

Direct line with extension

1. When a call is received from outside it is received on the main instrument which is

handled by the Private Secretary.

2. She may reply to the caller, but if the collar wishes to talk with the executive directly,

the secretary presses a button on the main instrument and passes on the call to the

executive who may speak on the extension.

3. The executive can directly talk to outsiders. There is a button on the main instrument

and the extension by which, if pressed both executive and the secretary can talk with

each other.

4. Calls may be made or receive on any of the extensions but there is no

intercommunication between them.

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Private Manual Branch Exchange (PMBX)

Under this system the internal telephone extensions to the different departments or sections

of the office are connected to a private switch board.

The switch board is operated manually and is controlled by the operated employed in the

office.

Whenever a call is received from outside the operator asks for the caller the desired

department/person.

The operator presses the button on switch board and connects the caller to the desired

department.

The operator can also connect any two extension together to permit inter departmental

telephone conversation.

When a department/person wants to talk with somebody outside the office, he lifts the

receiver. The number of the concerned person is indicated on the switch board. The

operator ask for the required number and connect the caller to the concerned number.

The PMBX system provides the facility of both internal and external communication

without going through the public exchange.

Private Automatic Branch Exchange (PABX )

In a very large office PABX may be installed to enable different sections or departments to

communicate internally and externally without the help of telephone operators.

Up to 50 extensions line can be provided under the PABX system.

This system eliminates the limitation of the manually operated switch board.

But the staff cannot be controlled, any person in the office can directly dialler numbers

without going through the manual switch board.

Each instrument is provided with a number of press button by means of which any other

extension can be called without the intervention of the operator.

PABX system reduces the workload of the operator. External calls can be made from the

extension by dialling “9” and the service of the operator can be obtained by dialling is “0”

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Private Exchange System:

For very large office, it is useful to obtain a private exchange. Under this system from 10 to

2 lines can be provided along with several thousand extensions.

A Private exchange provides telephone service between its subscribers only and is not

connected to any public telephone exchange.

C E N T R E X (Central exchange) is a telephone system that does not require switch board

or console. Employees have individual telephone number that enable them to receive

incoming call without going through the switchboard console.

Employee can dial their own outgoing and inter office calls.

Inter communication system (intercom)

This system is installed by an organisation itself and it is not connected with the public

exchange.

Various types of intercom instruments are available up to a maximum of 40 lines.

Different individuals or departments in the organisations are provided with the speaking

talking unit to facilitate quick communication.

This system is used for internal communication due to inadequate telephone extensions.

Intercom system of the following advantages:

1. It can be installed as and when necessary without the sanction of the Post and

Telegraph department.

2. It is an ideal system for internal communication because it does not put a burden on

the external telephone line.

3. It reduces the need for inter office visits.

4. It saves time.

Computerized intercom

This system is also called Intellicom. It works like in intercom but things like a computer.

Intellicom is the microprocessor based intercom with self -Diagnostic LED indication to

indicate if something has gone wrong so that it may be correct instantly.

The main features are as follows

1. It can be expanded up 100 lines.

2. The operator can hold a conference of 10 person at the touch of a button.

3. When the person being call is busy the caller can call when his line is free.

Don't disturb and ‘Group call pickup’ facility can be incorporated in the system.

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Executive Loud speaker system

It is a modern system of inter communication. A number of extensions radiate from a

central telephone instrument. These extension are fitted with loudspeakers. The amplifying

instrument fitted to it allow a person to speak from a distance of up to 10 feet from the

instrument. A caller press a button of the telephone instrument to talk to any person in the

office. There is no need for an operator or a switch board.

Radio Telephone

In India Radio telephone can be used by the police and army. But in the western countries

radiotelephone facilities are available to business houses.

Business men can make ordinary telephone calls from a moving vehicle with the help of

wireless instruments. Under the system some select places and moving vehicle have

wireless sets from which message are passed from head quarter to a particular vehicle and

back.

Mobile or cellular phones

In India mobile telephone service is available from government as well as private

operators. A person can call directly from his mobile phone from any place in the world.

Similarly calls can be received directly from any place. It is a very convenient system but it

is expensive. It is operated with the help of a battery. It can also display short message on

the screen.

A cordless phone is different from a mobile phone. A cordless phone is a simply an

extension of the main telephone line.

Telephone Recording and Answering set:

It is a recording machine attached to a telephone. In the absence of the receivers incoming

calls are recorded. At the same time the set automatically answers and unattended telephone

calls.

The set may transmit the record message to the caller. Invite the caller to record the

message. Be used as a dictating machine. Automatically repeat any message recorded by

the caller when required to do so by a secret code word spoken over the Telephone by an

authorised person.

Electronic paging system

Under the system, each executive is allotted the number. Whenever he is to be called the

operators presses the concern number on the switch boar. The number will sound

throughout the building. The moment the concern executive hears the number he picks up

the nearest telephone calls the switchboard operator and receive the message. The message

either numerical or alpha-numerical.

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Pager:

Pager is a one-way wheeler device which receives and records message in a written form.

Anyone who knows the Pager number of receiver can send a message through telephone.

Alpha-numerical message is displayed on the pager device and recorded in its memory.

Modern Developments in Telecommunications

Telex or Tele-printer:

Telex or Tele printer is to the written words for telephone is to spoken words. Telex or

Teleprinter consist of two machine with a standard typewriter.

Keyboard to be placed at the two ends of the transmission and reception of message. Any

message type on one machine is automatically and simultaneously typed at the receiver end

so that communication is instant.

The sending and receiving machines are connected by a telegraph cable.

Teleprinter may be purchased for private installation or maybe hired from the post office

The tele printer service operates by the Post and Telegraph department is called telex

Under the automatic telex service no clearance is require from the telephone exchange

before transmitting the message. A keyboard perforator and automatic tele printer code are

used.

The message is punched on a tape and it automatically received at the other end.

The main advantages of Telex are as follows:

1. A telex message may be sent to confirm a telephone conversation so as to provide the

written record of the conversation.

2. A telex may be send when face to face or telephone conversation is not possible due to

geographical distance.

3. When data related to orders or specifications of part is to be send telex is a better than

telephone. There is no danger of being misheard or too much time is in communication.

4. A telex is preferred to a letter due to consideration of time and cost.

Telewriter or Tele-autograph:

This system operation the same principle as the tele-printer. But it is used for transmitting

on the handwritten message. There is a metal plate attached to the machine. Anything

written on it is reproduced on the machine at the other end. A tele-writer can transmit

message only over short distance. It offers high speed transmission at a low cost. It is

possible to carry on a written conversation. Message can be sent as well as received.

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Telefax (Facsimile Telegraphy)

This is a machine used mainly for transmitting sketches cartoons and drawings. The chart

or diagram is first sketched or drawn on the paper. When switched on, the machine

transmit the facsimile to the machine to the other end. The matter is automatically

reproduced on the other end.

Telefax is different from Telegram. A telegraph is delivered by a post man while telefax is

sent through a machine.

Unlike a telegram telefax does not require the service of a post office.

The main advantages of a Fax system are as follows:

1. No skilled operator is required to handle the machine.

2. Any type of drawing whether handwritten, typed or printed can be transmitted.

3. Transmission can be made over any distance with the help of a telephone.

4. Simultaneous transmission can be made to two or more receivers.

Tele-note:

This system is used for transmission of hand drawn or written material over telephone

circuits.

The sender draws or writes using a ball pen connected with a flexible wire to the

transmitter.

Simultaneously, the same outline are traced on the paper by a receiver at the other end of

the telephone circuit. Transmission can take place at the same time as a telephone

conversation.

Sending and receiving instruments can be incorporated in one equipment called

transceiver.

Teletex

Teletex is an upgrade of telex. It is more flexible faster and produces highest quantity

printouts. Teletex is a standard for communication words process and microcomputers. It

makes use of telephone lines rather than telegraphic circuits.

There are upper and lower cases characters and more than 200 symbols.

The speed of Transmission exceeds 2000 bits per second

A teletext terminal has a typewriter keyboard handling A4 size sheets.

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Closed circuit television

The system consist of a video camera, a linking circuit and television screen. A Sound link

can be also provided whenever required. The system may have a video sound recorder

which stores signals passing through the circuit. The signals can be played back on a

television monitor screen later. Closed circuit television is essential a mean of seeing at a

distance.

Closed circuit television is used as an aid to security in office shops airport warehouse etc.

Local area network (LAN)

It has a centre and rating arms. The centre is a file processor with a substantial amount of

hard disc storage. The arms connecting cables leading to user workstation.

The file processor manages the workstation access to the file on hard disk. A workstation

ask the file processes for a file of the disk. If the disk is available the processor transfer it

into the memory of the workstation for local processor. As soon as the transfer is complete

the disk is free for access by another workstation. Star network and ethenet are the popular

types of local area networks.

Electronic mail (e-mail)

This system makes use of electronic method of capturing, transmitting and delivering

information.

It is used for transmission of written messages from place to place and from person to

person. When the sender types the message on his computer it is automatically displayed on

the receiver's computers and print out is easily taken. Information is communicated visually

not orally. Therefore, text and graphics can be included.

It is not necessary for the information to be in hard copy form.

Email office the following advantages:

1. It is the fastest method of transmitting written messages.

2. If both the person are simultaneously sitting at the computer terminal clarification can be

sought and offered immediately.

3. The message sent to email can be sorted are amended and sent elsewhere.

4. E-mail message can be kept confidential and Secure.

5. The use of codes can make a message so secure that nobody except the receiver can

decrypt it.

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Video conferencing:

Video conferencing is a system under which people sitting at different places (even in

different countries) can discuss certain issues of common interest.

They can both here and see one another while talking. Video conferencing offers

considerable savings both in terms of money and time. Therefore, it is very useful for

executive managers, political leaders and Legal Experts.

Internet

World Wide Web (www) is one of the service offered by the Internet. Millions of computer

around the world can communicate with each other through the Internet. Internet has

become indispensable in our modern life

The Internet is like both the electronic grid and electronic engine the cause of its ability to

distribute the power of information technology throughout the entire realm of human

activity.

Modem

In order to transmit the data by telephone lines it is necessary to convert the data into a form

comparable with equipment design for transmission of speech. This process is known as

modulation.

At the receiving end there is reverse the process is needed which is called as Demodulation.

Both the process are performed by an item of equipment called modem.

Videotex

This is a general term which describe the services which display text information on

modified television set.

In Teletex system information is transmitted on the back of the TV picture signals. A

specially modified TV set is used to receive the transmitted data. The viewer can only

receive data because the signal is one way only. There is a teletext keypad which can select

text only or text with pictures. View data system combines telephone line, TV set and

computer store in the database.

Dictaphone

Dictaphone to a shorthand writing or machine writing stenographer required the

simultaneous presence of the executive and stenographer at one place. This may not be

possible because the stenographer may be busy in some other work when the executive

wants to give him dictation and vice a versa. Executive can dictate to the machine at his

convenience without waiting for the steno typist. The typist can then type the message at his

leisure. Thus, Dictaphone machine is used by executive for giving dictation to stenos.

A Dictaphone or Dictating machine is an electronic device which records speech so that a

typist may playback the recording and transcript into the typewriter.

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Advantages of Dictaphone:

1. There is a savings in time of both executive and typist.

2. There is considerable savings in cost of personnel. In some cases the stenographer can be

dispensed with.

3. It permits speedy and accurate recording of lengthy database or proceedings.

4. Telephonic conversation, interviews etc. can be recorded immediately along with the

notes for follow up action.

Disadvantages of Dictaphone:

1. There is a lack of personal contact between the executive and the typist. This may have a

bad psychological effects on the typist.

2. The typist will have to go to the executive concern in order to clarify doubtful points of

spellings. This may cause delay in transcription work.

3. It is costly to installed Dictaphone.

Staff locating system

In large organisation it becomes sometimes necessary to locate an important person

quickly.

Doctors in hospital, managers in a factory or departmental heads in the Departmental Store

may all be wanted urgently at a moment’s notice. Several systems are available for locating

of staff:

Public address system

It is the simplest and in some cases the most effective method of locating staff.

Under the system a loudspeaker is used to broadcast an appeal from a master station to all

the departments requesting the attention of the desired person. Such a system is used by the

railway, Airlines offices and Departmental stores.

The main drawback of the system is that it is noisy and disturbs every employee

Bells and Buzzers:

In many offices bells and buzzers are commonly used to call a manager or subordinates.

The person called is giving some message through sound. There is some delay because

actual communication takes place later. This system is also noisy. The called person may

fail to hear the bells and buzzers.

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Lightning signals

These are installed to attract the attention of a particular person. Each person on the call list

is given a code number. Whenever a particular individual is required his code number is

light is on the signal and buzzer is operated. The system is also noisy and disturbs people in

the office.

Speaking tubes:

These are tubes made of metal, plastic or rubber. Tubes connected different work room in

the office.

People can communicate through these tubes. This is a very economical device. The cost of

installing and maintaining is very low. But, beyond certain distant words spoken through

the tube become inaudible. Tubes are also unhygienic because this may lead to spread of

communicable disease.

Wireless signals

Lighted signals system requires coded signals, several signal station and is very noisy. To

overcome these limitations wireless signal system is used.

This system consists of a central transmitting Station. Each member of the staff is allotted a

portable receiver which picks up only its own frequency. When a particular person is

wanted wireless signal is transmitted and received by him. The system cannot be ignored by

the person. It does not disturb others. The signal reaches the persons whenever he may be

and distance is not a problem.

Qualities of an Efficient Telephone Operator:

1. Pleasant appearance

A good telephone operator should be good looking and attractively dressed. She must have

a pleasant disposition. She must enjoy talking to people.

2. courtesy

Courtesy is essential for telephone operator at all times. Whatever the provocation, she must

maintain her temple cool.

3. Tact:

A telephone operator required that and diplomacy to handle calls from different types of

people. She should have adaptability so as to handle each situation in the right way.

4. Sound memory

A good memory has the telephone operator to remember frequent causes and pending calls.

5. Sense of responsibility A good telephone operator must have a high sense of responsibility. She must be

dependable and interested in her work.

6. Positive attitude

A friendly and helpful attitude is necessary for a good telephone operator. Her moto should

be service with a smile.

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STEPS TO CONTROL TELEPHONE BILL

1. Everyone in the office was developed the habit of finalizing what is to be said before

dialling.

2. Make an officer responsible for the use of each telephone.

3. Ensure that are necessary and private calls by the staff are minimised.

4. If necessary keep every telephone lock to avoid an authorised used.

5. Use intercom for Internet telephone conversation.

6. Instant office staff to keep an individual log of all external calls made by them.

7. Insist that all out station calls are dial by the switchboard operator.

8. No extension or only selected extension should have the facility of direct dialling out.

INSTRUCTIONS TO STUDY THIS CHAPTER:

Please read your book for detailed information of the above topics.

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Substituted with what is mentioned in the notes.