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What the heck do we use the phone for? Michael Roth, Senior Systems Engineer, BT. A Taxonomy of Telephony. Focus on Function. Three Varieties of Dial-Tone Knowledge Worker Location Based High Value Background Thinking developed while VP for Telecommunications at Wells Fargo Bank
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What the heck do we use the phone for?Michael Roth, Senior Systems Engineer, BT
Focus on Function • Three Varieties of Dial-Tone • Knowledge Worker • Location Based • High Value • Background • Thinking developed while VP for Telecommunications at Wells Fargo Bank • Merger with First Interstate Bank • One state (CA) to multiple states • One Vendor (NT) to multiple vendors • Needed a quick way to qualify designs and solutions
Knowledge Worker • Wanting to talk to somebody specific • You are calling to talk to me • Functionality • Single button access to features (easy to navigate) • Voicemail (with message indication) • Two lines • Display • What it looks like • One phone number/One person • Mobile phone • Fixed-Mobile Convergence
Location Based • Don’t care who you talk to • Pizza Shop • Just answer the phone, please • Functionality • Few features (they are getting calls) • No Voicemail • As many lines as you have callers • Multiple phones with same line appearances • What it looks like • Squared Key system • Any one can/will answer the phone
High Value • Don’t care who you talk to • More than answer the phone • More Important • Who is calling • What are they calling about • Functionality • Ability to ID caller/subject of call • Basic decision • Cheapest way to deal with customer • Best way to deal with customer • What it looks like • Call Center • Trading Turret
Why Bother? • Nice Academic Exercise • Where we get into trouble • Technology follows function
