Telephone Services responds to the dial tone With the changing face of communication, telephone system gets revamped.

Author: Nathan Zucker

Most students at Middlebury probably ignore the campus telephones on their desks, viewing them as relics of the recent past before a time of e-mail, cell phones and instant messaging entered the scene. Indeed, it took many first-years over a month to set up their voicemail, a service which was once vital but has quickly fallen out of favor. Thus, the role of the Telephone Services department in organizing Middlebury College's communication system is often disregarded in the day-to-day life of college students and staff. Nevertheless, Telephone Services plays a crucial role on the campus and it is constantly working to make life better and easier for all the members of the College community.

Twenty years ago, the college decided to install telephones in the rooms of all the students, both to facilitate communication and to increase safety and security. The coordination required for this process made it necessary to create a telephone department. Peggy Fischel, who now heads Telephone Services, witnessed the creation of the original communications system in 1986. As time has passed, the system has expanded exponentially, and Fischel's department has worked hard to keep up with these developments.

"Over the years I've coordinated the service as it grew and oversaw the installation of our current Ericsson telephone switch and Octel voice mail system in 1996," says Fischel.

Telephone Services always tries to ensure that the system remains current. Serving alongside Fischel are two other members of the department. Ginnie Bukowski, a telecom analyst, is involved in updating the 911 database as well as any communications actions taken by the college community. Cindy Myrick, who is a customer service assistant, deals with answering any complaints and questions about the system.

Judging from the way some students view their campus telephones, however, it seems as though not all aspects of the system have increased in popularity and usage.

"Cell phone use by students over the past five years or so has resulted in two dramatic changes," said Fischel. "The first is that our long distance calling has dropped to the point where students barely place toll calls on landline phones, and consequently revenues are no longer a factor. But we have also been able to reduce the number of lines leased from our carriers. It's at least a 95% drop in toll usage. Our student voice mail usage is around 50% versus almost 100% ten years ago."

Although Fischel is quick to recognize the value of the communications revolution brought about by cellular service and e-mail, she also sees some drawbacks to it within the College community. Professors, who in the past easily communicated with students by campus telephone, are no longer able to do this so simply. Often, professors do not know pupils' cell phone numbers or are hesitant to make a toll call to discuss small matters with someone in such close proximity. This problem may be ironed out in the future with the creation of a cell phone directory and the gradual drop in the price of calls.

Considering the rapid rate at which communications technology develops, Telephone Services is always busy making sure the college has an up-to-date, technologically advanced system. Staff have recently begun to request cell phones for business use, and the department has attempted to oblige this request while keeping costs manageable.

Also, Telephone Services has started integrating voice over internet protocol (IP) into its systems. More and more IP phones will be added, and there will eventually be wireless IP communication, which is considered the wave of the future.

Calling over the Internet is considered a way to increase mobility and the ease of networking - it will grow more popular as the technology's kinks are worked out.

"We will add more voice over IP service over time since that is where the underlying technology is taking us. But considering personal preferences are going the way of mobility ­- what some call a tolerance for lesser audio quality in favor of convenience, we think wireless voice over IP is what we will be doing down the road," says Fischel.

Telephone Services works behind the scenes and is essential to the college's success. It has used the power of communication to better the links between students, professors and other staff. Despite the uncertainty surrounding a technology as complex and fast-changing as telecommunications, it is evident that Telephone Services will ensure that the college remains a well-connected campus.

Next time you wait anxiously for that important e-mail, remember there was once a time when the answer was a phone call away. So search through that bottom drawer, pull out your orientation packet and set up your voicemail acocunt. You will make someone in Telephone Services' day.

mail, remember there was a time when the answer was a phone call away. So search through that bottom drawer, pull out your orientation packet and set up your voicemail account. You will make someone in Telephone Services' day.