The Launch of the Automated Telephone Attendant
By Maria Lemmetti-Fane
The Technical Center has taken another step into the era of technology. Through the combined efforts of Peter Callaghan of the Telecommunications Group and members of the Service Liaison Staff, the Automated Telephone Attendant is being launched. For over 6 months, the Service Liaison Staff has been gathering data on what types of phone calls the telephone operators have been receiving. The staff looked at external callers versus internal callers, and requests for specific organizations versus a specific individual. The findings were very interesting. The majority of the calls (56 percent) were from internal employees looking for specific individuals.
The Auto Attendant is being implemented and individuals calling 609 485-4000 or dialing “0” for the operator will be prompted to select various options to reach their desired party. Due to resource limitations, the operators will not be providing telephone numbers to callers. Employees are urged to use 411 or the automated system.
Over the upcoming months, the data will continue to be monitored and modifications will be made to the Auto Attendant system as needed. Your feedback is encouraged. Please provide any comments or suggestions via our mailbox at 9-ACT-AUTOMATED-ATTENDANT@FAA.GOV .
Thank you in advance for your cooperation in this initiative.
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