The Friday Flyer, January 21, 2005 - Article: POA explains new telephone system

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Member Services employees answer the "switchboard" calls that are causing some confusion among residents.

POA explains new telephone system

     There has been some confusion regarding the POA’s new telephone system, but when residents become more familiar with the program, they will find it much more efficient, according to Controller Ron Phipps.
     Unfortunately, the new system was installed during the recent rainstorms in Canyon Lake – a time when those dialing in were not only calling in guests but also asking for directions to divert those guests around flooded areas. Each call was taking three to four times longer than usual, says Ron. Normally, each call should take no longer than 30 seconds or so, he maintains.
     The old system had 16 lines and automatically put callers in line. The POA leased the system and, when the lease time was up and the Association had the opportunity to purchase it, a decision was made to buy a newer, digital system instead – at a lower cost than the older system.
     The new program also has 16 lines and pressing “1” still places the caller in line. However, the new system alerts residents of how many calls are ahead of them and gives them an approximate wait time. One concern is that each time callers move up in line, they are again advised of their position and the approximate wait time – then asked to press “1” again. Since some people aren’t paying close attention when this happens, they neglect to press “1” and lose their place in line.
     Ron is attempting to make changes to the system so that callers do not have to continually press “1.”
     Another confusing prompt advises callers they can leave a message, which some believe means they can call in their guests via voice mail. This is a defect in the system, Ron says, warning residents not to leave a message regarding guest call-ins.
     “Once we get the bugs out, the new system will be seamless,” Ron promises. The system offers such advanced technology, he adds, that by the end of the year, residents will be able to “call in” their guests online.