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From: HUFF@kuhub.cc.ukans.edu (Steve Huff, U. of Kansas, Lawrence)
Newsgroups: comp.dcom.telecom
Subject: Re: Rude Directory Assistance
Message-ID: <4138@accuvax.nwu.edu>
Date: 20 Feb 90 20:36:30 GMT
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X-Telecom-Digest: Volume 10, Issue 116, message 5 of 8


In article <4108@accuvax.nwu.edu>, HAMER@ruby.vcu.edu (ROBERT M. HAMER) writes:

> My questions are, do you think they really can figure out who it was,
> and will they really fire her?

How's this for an answer: It depends on their technology.  At the
customer service center I work at, using ACD/Teknekron equipment, we
can determine who was using the phone at what time.  Although we can't
tell what number they were talking to when the call is inbound, we
look at all transactions from the terminals of the operators at that
time.  This identifies the operator almost every time, and also
provides information indicating who was performing what transaction.
Talk about Big Brother!


Steve Huff

Internet:  HUFF@kuhub.cc.ukans.edu
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