=Representative Traffic Data.= For purposes of comparison, the following are representative facts as to certain traffic conditions.
_Calling Rates._ The number of calls originated per day by different kinds of lines with different methods of charge are shown in Table XIII.
_Operators" Loads._ The abilities of subscribers" operators to switch these calls depend on the type of equipment used, on the kind of management exercised, and on the individual skill of operators. With manual multiple equipment of the common-battery type, and good management, the numbers of originating calls per busy hour given in Table XIV can be handled by an average operator. The number of calls per operator per busy hour depends upon the amount of trunking to other offices which that operator is required to do. In a small city, for example, where all the lines are handled by one switchboard, there is no local switching problem except to complete the connection in the multiple before each position. In a large city, where wire economy and mechanical considerations compel the lines to be handled by a number of offices with manual equipment, some portion of the total originating load of each office must be trunked to others. Table XIV shows that an increase of 90 per cent in the amount of out-trunking has decreased the operator"s ability to less than 70 per cent of the possible maximum.
TABLE XIV
Effect of Out-Trunking on Operator"s Capacity
+----------------------------+---------------------------------------+PER CENT ORIGINATING CALLSCAPACITY OF SUBSCRIBERS" OPERATOR"STRUNKED TO OTHER OFFICESPOSITION IN CALLS PER BUSY HOUR+----------------------------+---------------------------------------+02401023030200501857517090165+----------------------------+---------------------------------------+
_Trunking Factor._ In providing the system of trunks interconnecting the offices, whether the equipment be manual or automatic, it is essential to know not only how much traffic originates in each office, but how much of it will be trunked to each other office and how many trunks will be required. An interesting phase of telephone traffic studies is that it is possible to determine in advance the amount of traffic which can be completed directly in the multiple of that office and how much must be trunked elsewhere. Theoretical considerations would indicate that if the local multiple contains one-eighth of the total lines of the city, one-eighth of the calls originating in that office could be completed locally and seven-eighths would be trunked out. In almost all cases, however, it is found that more than the theoretical percentage of originating calls are for the neighborhood of that office and can be completed in the multiple. This results in the determination of a factor by which the theoretical out-trunking can be multiplied to determine the probable real out-trunking. In most cases, the ratio of actual to theoretical out-trunking is 75 per cent, or approximately that. In special cases, it may be far from 75 per cent.
_Trunk Efficiency._ The capacities of trunks vary with their methods of operation and with the number of trunks in a group. For example, in the manual system where trunk operators in distant offices are instructed over call circuits and make disconnections in response to lamp signals, such an incoming trunk operator can complete from 250 to 500 connections per busy hour. The actual ability depends upon the number of distant offices served by that operator and upon the amount of work she has to perform on each call.
The number of messages which can be handled by one trunk in the busy hour will depend upon the number of trunks in the group and upon the system employed. It appears that the ability of trunks in this regard is higher in the automatic system than in the manual system. For the latter, Table XV gives representative facts.
TABLE XV
Messages per Trunk in Manual System
+----------------------------+------------------------+NUMBER OF TRUNKS IN GROUP,MESSAGES PER TRUNK PERMANUAL SYSTEMBUSY HOUR+----------------------------+------------------------+57109201240156018+----------------------------+------------------------+
Some of the reasons for the higher efficiencies of trunks in the automatic system are not well defined, but unquestionably exist. They have to do partly with the prompter answering observable in automatic systems. The operation of calling being simple, a called subscriber seems to fear that unless he answers promptly the calling party will disconnect and perhaps may call a compet.i.tor. The introduction of machine-ringing on automatic lines, where existing in compet.i.tion with manual ringing on manual lines, seems to encourage subscribers to answer even more promptly. The length of conversation in automatic systems seems to be shorter than in manual systems. Still more important, disconnection in automatic systems is instantaneous during all hours, whereas in manual systems it is less prompt in the busiest and least busy hours than in the hours of intermediate congestion. The practical results of trunk efficiencies in automatic systems are given in Table XVI.
TABLE XVI
Messages per Trunk in Automatic System
+----------------------------+------------------------+NUMBER OF TRUNKS IN GROUP,MESSAGES PER TRUNK PERAUTOMATIC SYSTEMBUSY HOUR+----------------------------+------------------------+5151022202840326034+----------------------------+------------------------+
_Toll Traffic._ Toll or long-distance traffic follows the general laws of local or exchange traffic. Conversations are of greater average length in long-distance traffic. The long-distance line is held longer for an average conversation than is a local-exchange line. The local trunks which connect long-distance lines with exchange lines for conversation are held longer than are the actual long-distance trunks between cities. Knowing the probable traffic to be brought to the long-distance switching center by the long-distance trunks from exchange centers, the number of trunks required may be determined by knowing the capacity of each trunk. These trunk capacities vary with the method of handling the traffic and they vary as do local trunks with the number of trunks in a group. Table XVII ill.u.s.trates this variation of capacity with sizes of groups.
TABLE XVII
Messages per Trunk in Long-Distance Groups
+--------------------------+-------------------------+NUMBER OF LONG-DISTANCEMESSAGES PER TRUNK PERTRUNKS IN GROUPBUSY HOUR+--------------------------+-------------------------+52103203.2403.56041004.6+--------------------------+-------------------------+
=Quality of Service.= The quality of telephone service rendered by a particular equipment managed in a particular way depends on a great variety of elements. The handling of the traffic presented by patrons is a true manufacturing problem. The quality of the service rendered requires continuous testing in order that the management may know whether the service is reaching the standard; whether the standard is high enough; whether the cost of producing it can be reduced without lowering the quality; and whether the patrons are getting from it as much value as they might.
In manual systems, the quality of telephone service depends upon a number of elements. The following are some princ.i.p.al ones:
1. Prompt answering.
2. Prompt disconnection.
3. Freedom from errors in connecting with the called line.
4. Promptness in connecting with the called line.
5. Courtesy and the use of form.
6. Freedom from failure by busy lines and failure to answer.
7. Clear enunciation.
8. Team work.
_Answering Time._ There is an interrelation between these elements. Team work a.s.sists both answering and prompt disconnection. The quality of telephone service can not be measured alone in terms of prompt answering. Formerly telephone service was boasted of as being "three-second service" if most of the originating calls were answered in three seconds. Often such prompt answering reacts to prevent prompt disconnecting. Patient, systematic work is required to learn the real quality of the service.
As to answering, the clearest, truest statement concerning manual service is found by making test calls to each position, dividing them into groups of various numbers of whole seconds each, and comparing the percentage of these groups to the whole number of telephones to that position. For example, a.s.sume each of the calls to a given position to have been answered in ten seconds or less, in which
100 per cent are answered in ten seconds or less;
80 per cent in eight seconds or less;
60 per cent in six seconds or less.
It is probable that a reasonably uniform manual service will show only a small percentage answered in three seconds or under. Such percentages may be drawn in the form of curves, so that at a glance one may learn efficiency in terms of prompt answering.
_Disconnecting Time._ Prompt disconnection was improved enormously by the introduction of relay manual boards. Just before the installation of relay boards in New York City, the average disconnecting time was over seventeen seconds. On the completion of an entire relay equipment, the average disconnecting time was found to be under three seconds. The introduction of relay manual apparatus has led subscribers to a larger traffic and to the making of calls which succeed each other very closely. A most important rule is, _that disconnect signals shall be given prompt attention either by the operator who made the connection, by an operator adjacent, or by a monitor who may be a.s.sisting_; and another, still more important one is, _that a flashing keyboard lamp indicating a recall shall be given precedence over all originating and all other disconnect signals_.
_Accuracy and Promptness._ Promptness and accuracy in connecting with the called line are vital, and yet a large percentage of errors in these elements might exist in an exchange having a very high average speed of answering the originating call. Indeed, it seems quite the rule that where the effort of the management is devoted toward securing and maintaining extreme speed of original answering, all the other elements suffer in due proportion.
_Courtesy and Form._ It goes without saying that operators should be courteous; but it is necessary to say it, and keep saying it in the most effective form, in order to prevent human nature under the most exasperating circ.u.mstances from lapsing a little from the standard, however high. The use of form a.s.sists both the operators and the subscribers, because in all matters of strict routine it is much easier to secure high speed and great accuracy by making as many as possible of the operations automatic. The use of the word "number" and other well-accepted formalities has a.s.sisted greatly in securing speed, clear understanding, and accurate performance. The simple expedient of spelling numbers by repeating the figures in a detached form--as "1-2-5"
for 125--has taught subscribers the same expedient, and the percentage of possible error is materially reduced by going one step further and having the operator, in repeating, use always the opposite form from that spoken by the calling subscriber.
_Busy and Don"t Answer Calls._ Notwithstanding the old impression of the public to the contrary, the operator has no control over the "busy line"
and "don"t answer" situation. It is, however, of high importance that the management should know, by the a.n.a.lysis of repeated and exhaustive tests of the service, to what extent these troubles are degrading it. In addition to improving the service by the elimination of busy reports, there is no means of increasing revenue which is so easy and so certain as that which comes from following up the tabulated results of busy calls.
_Enunciation._ It must be remembered that clear enunciation for telephone purposes is a matter wholly relative, and the ability of an operator in this regard can be determined only by a close a.n.a.lysis of many observations from the standpoint of a subscriber. A trick of speech rather than a pleasant voice and an easy address has made the answering ability of many an operator captivating to a group of satisfied subscribers.
_Team Work._ By team work is meant the ability of a group of operators, seated side by side, to work together as a unit in caring for the service brought to them by the answering jacks within their reach. In switchboards of the construction usual today, a call before any operator may be answered by her, or by the operator at either the right or the left of her position. In many exchanges this advantage is wholly overlooked. In the period of general re-design of central-office equipments about fourteen years ago, a switchboard was installed with mechanical visual signals and answering-jacks on a flat-top board, and an arrangement of operators such that the signal of any call was extremely prominent and in easy reach of each one of four or possibly five operators. a.s.sociated with the line signals within the reach of such a group was an auxiliary lamp signal which would light when a call was made by any of the lines so terminating. It was found that with this arrangement the calls were answered in a strictly even manner, special rushes being cared for by the joint efforts of the group rather than serving to swamp the operator who happened to be in charge of the particular section affected by the rush.
This principle has been tried out in so many ways that it is astonishing that it is not recognized as being a vital one. The whole matter is accomplished by impressing upon each operator that her duty is, _not_ to answer the calls of a specific number of lines before her, but to answer, with such promptness as is possible, _any call which is within the reach of her answering equipment_.
=Observation of Service.= All that is required to be known concerning the form of address and courtesy may be learned by a close observation of the operators" work by the chief operators and monitors, and by the use of listening circuits permanently connected to the operators" sets.
It is naturally necessary that the use of these listening circuits by the chief operator or her a.s.sistants must not be known to the operators at the times of use, even though they may know of the existence of such facilities.
With a well-designed and properly maintained automatic equipment, the eight elements of good manual service reduce themselves to only one or two. Freedom from failure by busy lines and failure to answer are service-qualities independent of the kind of switching apparatus. Too great a percentage of busy calls for a given line indicates that the telephone facilities for calls incoming to that subscriber are inadequate. The best condition would be for each subscriber to have lines enough so that none of them ever would be found busy. This is the condition the telephone company tries to establish between its various offices.
In manual practice it is possible to keep such records as will enable the traffic department to know when the lines to a subscriber are insufficient for the traffic trying to reach him. As soon as such facts are known, they can be laid before the subscriber so that he may arrange for additional incoming lines. In automatic practice this is not so simple, as the source and destination of traffic in general is not so clearly known to the traffic department. Automatic recorders of busy calls are necessary to enable the facts to be tabulated.
CHAPTER x.x.xVIII