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From: gutierre@nsipo.nasa.gov
Newsgroups: comp.dcom.telecom
Subject: Re: More ANI Fun!
Message-ID: <10815@accuvax.nwu.edu>
Date: 12 Aug 90 15:44:50 GMT
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X-Telecom-Digest: Volume 10, Issue 566, Message 7 of 8


cowan@marob.masa.com (John Cowan) writes:

|> Well, I tried the 800-666-6258 ANI demonstration number in several
|> different ways.

["Different ways" deleted except #7]

|> 7) Finally, Susan got through [from MCI].  I expected another
|> 212-555-1212 ANI
|> failure.  What I got, though, was 914-939-XXXX!  A check with 914 DA
|> informs me that this is a number in Portchester, NY, a suburb north of
|> NYC.  I called back to 914 DA and asked for MCI in Portchester: I
|> received a 914-937-XXXX number in Ryebrook, the next town over.
|> (Probably they share a CO.)

MCI's North East customer service center is in Ryebrook, NY.  The MCI
rep was just dialling from her ACD console, and confrencing you in.
The "outside" lines on the ACD's are just good ol' POTS lines with MCI
as it's default carrier.  I did this all the time also from San
Francisco's customer service center (called the Pacific Division).
Before MCI got it's first TOPS operator center in Omaha, Nebraska, we
"completed" calls by geting one of these POTS lines on the ACD,
calling 950-1022, dialling the number(s) ourselves, bridging the
customer on, then releasing the call.  The connection was poor, but
the customer usually was concerned about getting through, and not too
much concerned about line quality.

If you call that MCI Ryebrook number back, you should get Customer
Service, at least that's how it was set up on the old Infotron
ACD's ... but now, they bought new Aspect ACD's, and the Aspect's may
require dedicated outgoing trunks, as opposed to Infotron's ability to
share incoming/outgoing lines.  If you do get through, you may get a
surprized rep, since the display on her console shows which trunk
group the call is from ("Calling Card", "Trouble Reporting", "Customer
Service", etc...)  In San Francisco, it showed up as "POTS Trunk", and
the reps had no idea what POTS meant :-)


   Robert Michael Gutierrez
   Office of Space Science and Applications,
   NASA Science Internet - Network Operations Center.
   Ames Research Center, Moffett Field, California.