Telephony in the workplace

¶ … telephony system used at the U.S. Nave Base at North Island, Coronado, is the Consolidated Area Telephone System, which is operated by a definity switch. For a large establishment such as the Navy, it makes sense to use a Private Branch Exchange (PBX) system that can handle a large number of lines and other complex functions at the same time. Many phone users can then share this system, while also using fewer telephone company lines, which is of course the case with the Navy. Furthermore, while many users are catered for, the best possible functionality is offered by this system. The physical extent of the CATS system includes 11 buildings, while the number of lines comprises 485, with a fluctuating number of users. A smaller-scale system would therefore not be able to handle the many and complex requirements and demands of the Navy.

Services provided by the system include elements such as call forwarding, call hold, conference calling, and the Audix voice mail system, all of which are useful tools to facilitate the various functions and communication paradigms of the institution. The voice mail system consists of a mailbox with the capacity to hold 20 minutes of stored messages. This space of time also includes any greetings recorded by the telephone user. It is possible to record up to 9 greetings, but it should be kept in mind that all greetings detract from the time allocated for incoming messages. The messages in the system remain for 10 working days until they are dropped from the system. The system is password protected, and a third concurrently incorrect password will result in the user being obliged to have the system reset.

Because the voice mail space is limited, alternative arrangements need to be made upon leaving or traveling for fairly extended periods of time. One of the options is the "Bulletin" function. This feature allows the voice mail message to be heard by the caller, but there is no message recording function. Messages recorded by the user can then state when the user will return and be available for contact, or an alternative telephone number can be recorded with the message. Another option is to forward all calls directly to voice mail. Other voice mail options include forwarding a voice mail with a comment, replying to a voicemail with a new messaged, or directly dialing the sender of the voice mail.

Calls can also be forwarded to other stations within the system, if a person leaves the current location to visit other offices or other locations where the phone system reaches. This function may also be used when there is no answer, or when the line is busy. When this is activated, the call is automatically transferred to another, chosen location when the line is either busy or not answered. This is especially useful when urgent or time sensitive calls come in.

Another useful function of the system is three-way calling, which includes three persons in the same call. This is accomplished by dialing the first person, then depressing the switch-hook for a short time, after which the second party is contacted and the switch-hook depressed again for a short time. A conference can then occur amongst the three callers.

Further functions of the system include last number redial, which allows the user to retrieve the most recent number automatically without having to dial it again. Automatic callback allows the CATS system user to receive a call 40 minutes after dialing a busy extension. This call then signifies that the previously busy extension may be tried again. Call hold allows a caller to be placed on hold while the target information, extension, or person is found.