Contact: Helen Dalrymple (202) 707-1940
March 21, 1994
Library of Congress Installs Automated Attendant System on Main Telephone Number
The Library of Congress has installed an automated attendant system on its main switchboard telephone number (202-707-5000) in order to provide better service to callers. The new system is being tested and should be activated within the next few weeks.
The automated attendant system will allow callers to select different information options using the keypad on their touch tone telephone, or to wait for an operator. Using the automated system, they may listen to several recorded messages covering topics such as reading room hours of service, current exhibitions, and directions to the Library. Callers with a rotary telephone will still be connected with an operator by holding on the line when they call the Library of Congress.
Using other menus, a caller will be connected to the most commonly requested services in the Library, such as the Copyright Office, Cataloging in Publication, and the National Reference Service.
"We believe the system can offer very efficient service to many callers," says Mike Handy, the head of the Library's Information Technology Services User Support Group which installed the new program. "And we think this type of service will eventually be as acceptable as ATM machines are today."
The Library is installing this system in an effort to maintain efficient service with fewer resources to help alleviate frustrating waits for those who call during peak periods.
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