New Technology - Speech Enabled Directory Assistance

A new service is available at UC that gives everyone the ability to utilize administered directory assistance. Pick up the telephone, dial 556-4111, say the name of the person or department you are trying to reach and automatically connect to your calling destination. With automated directory assistance, you will not need a telephone book or access to the directory web site to reach someone at UC; all you need is a phone.

UCit is planning a managed transition before fully implementing this new technology to provide the community an opportunity to become familiar with the new system. Beginning 20 September and throughout fall quarter, the system will be available as another option along with the printed phone directory and online web directories. To use the system, you need only dial 6-4111 from any on-campus phone or 556-4111 from an off-campus phone. The University operators will still answer "0" and 556-6000 calls during this period.

The application is easy to use, and you are probably already using it if you call companies like Delta Airlines, but the following are some suggestions to facilitate successful system use:

1. Speak naturally and avoid using extra words such as "please," "could I speak to," etc.
2. Speak at a normal conversational volume as the system is less effective at processing high volume speech.
3. Avoid using speakerphones due to system limitations and adverse effects of background noise. Cell phones may also experience some of these same challenges.
4. PhoneticOperator emulates the conversation you would have with an operator so if the system does not understand what you have asked on the first try, it may prompt "repeat the last name" or "spell the first name" or the like.
5. If the system prompts you to spell, do so with letters only, it is not necessary to qualify the letters such as saying "B, as in boy." It is not mandatory that you know the exact spelling of the name.
6. If the system is unable to determine the name or department you requested, then the call will automatically route to the University operator for assistance.

Approximately 70% of the 25,000-30,000 monthly phone calls serviced by the University operators are for directory assistance. The PhoneticOperator will begin answering directory assistance phone calls to "0" and 556-6000 beginning 3 January 2005. This new technology allows the University operator to devote more time to callers with unique needs and questions.

If you have any questions about the new system, please contact UCit Directory Services at 556-1917.

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