In the early days of telephony, companies used manual telephone switchboards, and switchboard operators connected calls by inserting a pair of phone plugs into the appropriate jacks. They were gradually phased out and replaced by automated systems, first those allowing direct dialing within a local area, then for long-distance and international direct dialing.
A typical manual telephone switchboard has a vertical panel containing an array of jacks with a desk in front. The desk has a row of switches and two rows of plugs attached to cables that retract into the desk when not in use. Each pair of plugs was part of a cord circuit with a switch associated that let the operator participate in the call or ring the circuit for an incoming call. Each jack had a light above it that lit when the customer's telephone receiver was lifted (the earliest systems required the customer to hand-crank a magneto to alert the central office and, later, to "ring off" the completed call). Lines from the central office were usually arranged along the bottom row. Before the advent of operator distance dialing and customer direct dial (DDD) calling, a switchboard operator would work with their counterparts in distant central office to complete long-distance calls. Switchboard operators are typically required to have very strong communication skills. [1] [2]
Before the advent of automatic exchanges, an operator's assistance was required for anything other than calling telephones across a shared party line. Callers spoke to an operator at a central office who then connected a cord to the proper circuit in order to complete the call. Being in complete control of the call, the operator was in a position to listen to private conversations. Automatic, or dial, systems were developed in the 1920s to reduce labor costs as usage increased, and to ensure privacy to the customer. As phone systems became more sophisticated, less direct intervention by the telephone operator was necessary to complete calls. With the development of computerized telephone dialing systems, many telephone calls which previously required live operators could be placed directly by calling parties without additional human intervention.
As well as the people that were employed by the public networks, operators were required at private branch exchanges (PBX) to answer incoming calls and connect them to the correct extensions. Today, most large organizations have direct inward dialing , or direct dial-in. A smaller workplaces may have an automated system which allows callers to enter the extension number of the called party, or a receptionist who answers calls and performs operator duties. Depending on the employment setting, the roles and level of responsibilities of a PBX operator can vary greatly, from performing wake-up calls in a hotel to coordinating emergency responses, dispatching, and overhead paging in hospitals. Operators employed in healthcare settings may have other duties, such as data entry, greeting patients and visitors, taking messages, triaging, or performing after-hours answering service. Experienced, well-trained operators generally command higher salaries.
In January 1878 George Willard Croy became the world's first telephone operator when he started working for the Boston Telephone Dispatch company. [3]
Emma Nutt became the first female telephone operator on 1 September 1878 when she started working for the Boston Telephone Dispatch company, because the attitude and behaviour of the teenage boys previously employed as operators was unacceptable. [4] Emma was hired by Alexander Graham Bell [3] and, reportedly, could remember every number in the telephone directory of the New England Telephone Company. [3] [4] More women began to replace men within this sector of the workforce for several reasons. The companies observed that women were generally more courteous to callers, and women's labor was cheap in comparison to men's. Specifically, women were paid from one half to one quarter of a man's salary. [5] In the United States, any switchboard operator employed by any independently owned public telephone company with no more than seven hundred fifty stations were excluded from the Equal Pay Act of 1963.
Harriot Daley became the first telephone switchboard operator at the United States Capitol in 1898. [6] [7] [8]
Julia O'Connor, a former telephone operator, led the Telephone Operators' Strike of 1919 and the Telephone Operators' Strike of 1923 against New England Telephone Company on behalf of the IBEW Telephone Operators' Department for better wages and working conditions. [9] [10] [11] In the 1919 strike, after five days, Postmaster General Burleson agreed to negotiate an agreement between the union and the telephone company, resulting in an increase in pay for the operators and recognition of the right to bargain collectively. [12] [13] However, the 1923 strike was called off after less than a month without achieving any of its goals. [11]
In 1983, in Bryant Pond, Maine, Susan Glines became the last switchboard operator for a hand-crank phone when that exchange was converted. [14] Manual central office switchboards continued in operation at rural points like Kerman, California, [15] and Wanaaring, New South Wales, as late as 1991, but these were central-battery systems with no hand-cranked magnetos.
According to a 2024 study, the mechanization of switchboard operations harmed the economic outcomes of incumbent telephone operators, but did not harm the employment prospects of young women overall, as future cohorts of young women entered into other growing economic sectors. [16]
Before the 1960s, the telephone exchange with telephone switchboards and operators played a crucial role in connecting phone calls. A telephone switchboard is a device that allows telephone lines to be interconnected, enabling the routing of calls between different phones or phone networks. [17] The switchboard operator was a person who manually connected calls by plugging and unplugging cords on the switchboard. The role of the switchboard and operator was important because they were responsible for connecting callers with the correct party and ensuring that calls were completed correctly. They also provided assistance with making long-distance calls, directory assistance, and other services related to the use of the telephone network. Dial phones were invented in the 1930s but took years to become standard. New Hampshire switched to dials town by town from 1950 to 1973. [18] Switchboards and operators were an integral part of the telecommunications system until the introduction of electronic switching systems in the mid-20th century.
Dorothy M. Johnson, who later became a famous writer, started as a part-time relief operator at age 14 in Whitefish, Montana, in the early 1920s. It was attractive opportunity for ambitious young women in a small logging town out West who needed money for college. The role demanded quick decision-making, meticulous attention to detail, a very good memory for names, and the ability to handle criticism. Switchboard technology was a physically demanding task, involving numerous plugs, keys, lights, connecting cords, and complicated protocols for establishing connections. The full-time operators were on duty 56 hours per week, and while they often grumbled about being overworked by a harsh boss, they were reasonably compensated at $50 a month. [19]
While many of the functions of the switchboard and operator have been automated, telephone operators still play a role in some contexts, such as in emergency services or customer support centers. [20] Thus according to a 1995 study by Muller et al., the operators who provide directory assistance, "serve as experts in a variety of domains of relevance to their customers' lives, helping them to navigate through government agencies, complex business hierarchies, partially remembered geographies, and dynamic changes in their customers' worlds." [21]
The most famous group of American operators were in the "Women of the Signal Corps Female Telephone Operators Unit" of the American Expeditionary Forces in 1917-1919. They were bilingual female switchboard operators sent to France in the World War I. The 223 women were known informally as Hello Girls and were not formally recognized for their military service until 1978. [22]
In actuality, operators were rule-followers, but according to April Middeljans, in American drama, film, and magazines, they were often portrayed as rule-breaking rebels who challenged societal norms. Through disaster tales, detective stories, and romantic comedies, fiction writers suggest that operators were not just controlled by society, but rather played an active role in regulating it and shaping the lives of their clients and themselves. The female protagonists in these stories were motivated by their curiosity and empathy, and valued human connections over automated ones. By utilizing the switchboard's power, they aimed to achieve their own ideals of societal betterment. These stories reflect a deep admiration for strong female leads and a preference for human ingenuity and decision-making over machine efficiency. [23]
A telephone switchboard was a device used to connect circuits of telephones to establish telephone calls between users or other switchboards, throughout the 20th century. The switchboard was an essential component of a manual telephone exchange, and was operated by switchboard operators who used electrical cords or switches to establish the connections.
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible."
In telephony, ringdown is a method of signaling an operator in which telephone ringing current is sent over the line to operate a lamp or cause the operation of a self-locking relay known as a drop.
An emergency telephone number is a number that allows a caller to contact local emergency services for assistance. The emergency number differs from country to country; it is typically a three-digit number so that it can be easily remembered and dialed quickly. Some countries have a different emergency number for each of the different emergency services; these often differ only by the last digit.
Telemarketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products, subscriptions or services, either over the phone or through a subsequent face to face or web conferencing appointment scheduled during the call. Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing.
A blue box is an electronic device that produces tones used to generate the in-band signaling tones formerly used within the North American long-distance telephone network to send line status and called number information over voice circuits. This allowed an illicit user, referred to as a "phreaker", to place long-distance calls, without using the network's user facilities, that would be billed to another number or dismissed entirely as an incomplete call. A number of similar "color boxes" were also created to control other aspects of the phone network.
A telephone call or telephone conversation, also known as a phone call or voice call, is a connection over a telephone network between the called party and the calling party. Telephone calls started in the late 19th century. As technology has improved, a majority of telephone calls are made over a cellular network through mobile phones or over the internet with Voice over IP. Telephone calls are typically used for real-time conversation between two or more parties, especially when the parties cannot meet in person.
In telecommunications, directory assistance or directory inquiries is a phone service used to find out a specific telephone number and/or address of a residence, business, or government entity.
The Pacific Bell Telephone Company (Pac Bell) is a telephone company that provides telephone service in California. The company is owned by AT&T through AT&T Teleholdings, and, though separate, is now marketed as “AT&T”. The company has been known by a number of names during which its service area has changed. The formal name of the company from the 1910s through the 1984 Bell System divestiture was The Pacific Telephone and Telegraph Company. As of 2002, the name “Pacific Bell” is no longer used in marketing, although Pacific Bell is still the holder of record for the infrastructure of cables and fiber through much of California.
In telephony, an automated attendant allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist. Many AAs will also offer a simple menu system. An auto attendant may also allow a caller to reach a live operator by dialing a number, usually "0". Typically the auto attendant is included in a business's phone system such as a PBX, but some services allow businesses to use an AA without such a system. Modern AA services can route calls to mobile phones, VoIP virtual phones, other AAs/IVRs, or other locations using traditional land-line phones or voice message machines.
A business telephone system is a telephone system typically used in business environments, encompassing the range of technology from the key telephone system (KTS) to the private branch exchange (PBX).
In telecommunications, a long-distance call (U.S.) or trunk call is a telephone call made to a location outside a defined local calling area. Long-distance calls are typically charged a higher billing rate than local calls. The term is not necessarily synonymous with placing calls to another telephone area code.
Rochester Telephone Corporation was a company that provided local telephone service to Rochester, New York. The company was founded in 1920 as a merger of Rochester Telephonic Exchange and Rochester Telephone Company. In 1995 the company became Frontier Corporation, trading on the NYSE under the FRO symbol. Ownership passed to Global Crossing in 1999, and then, in 2001, to Citizens Utilities Corporation, which later changed its name to Frontier Communications.
Direct inward dialing (DID), also called direct dial-in (DDI) in Europe and Oceania, is a telecommunication service offered by telephone companies to subscribers who operate private branch exchange (PBX) systems. The feature provides service for multiple telephone numbers over one or more analog or digital physical circuits to the PBX, and transmits the dialed telephone number to the PBX so that a PBX extension is directly accessible for an outside caller, possibly by-passing an auto-attendant.
The Mobile Telephone Service (MTS) was a pre-cellular VHF radio system that linked to the Public Switched Telephone Network (PSTN). MTS was the radiotelephone equivalent of land dial phone service.
A telephone exchange name or central office name was a distinguishing and memorable name assigned to a central office. It identified the switching system to which a telephone was connected, and facilitated the connection of telephone calls between switching systems in different localities.
A telephone number is a sequence of digits assigned to a landline telephone subscriber station connected to a telephone line or to a wireless electronic telephony device, such as a radio telephone or a mobile telephone, or to other devices for data transmission via the public switched telephone network (PSTN) or other public and private networks.
A telephone exchange, also known as a telephone switch or central office, is a crucial component in the public switched telephone network (PSTN) or large enterprise telecommunications systems. It facilitates the interconnection of telephone subscriber lines or digital system virtual circuits, enabling telephone calls between subscribers.
The Panel Machine Switching System is a type of automatic telephone exchange for urban service that was used in the Bell System in the United States for seven decades. The first semi-mechanical types of this design were installed in 1915 in Newark, New Jersey, and the last were retired in the same city in 1983.
The telephone played a major communications role in American history from the 1876 publication of its first patent by Alexander Graham Bell onward. In the 20th century, the American Telephone and Telegraph Company (AT&T) dominated the telecommunication market as the at times largest company in the world, until it was broken up and replaced by a system of competitors. Originally targeted at business users and upscale families, by the 1920s the "phone" became widely popular in the general population. Ordinary people either subscribed to telephone service themselves, or used a telephone in the neighborhood, including public pay telephones. Long-distance service was metered and much more expensive than local, flat-rate calling. Ordinary Americans contacted businesses, friends, and relatives. Business-to-business communication was important, and increasingly displaced telegrams.
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