
Jackie Wells-Fauth
“Yes, I’m calling to speak to Mr. Smith; it’s a matter of some urgency,” I say to the polite young woman who answered the phone.
“I’m sorry, Mr. Smith is busy right now; can I connect you with his voicemail?”
Now, I understand we live in a world of automation, but I am highly reluctant to discuss my business into the vacant air, invited by a mysterious, robotic voice which bids me to, “Leave a message, after the to…” at which point it disconnects me and I’m leaving a different, somewhat heated message into the literal dial tone.
I have long believed that Alexander Graham Bell was an evil genius who presented the telephone to an unsuspecting world as a product of Satan. I know, I know, I’m probably being too harsh, but my battles with the telephone have been extensive, bitter and sometimes downright bloody (I once banged the receiver against my forehead in frustration and cut myself.)
The early phones might have been convenient and fine. “Oh look, Martha, we don’t have to run down the hill to talk to the neighbors, we can just ring them on the telephone,” says George in delight.
“That’s good, since the neighbors don’t live down the hill; they live across the street, and I’m pretty sure they listen in on our calls,” Martha retorts bitterly, “I hate party lines.”
Personal phone use has never been the biggest issue for me, though. We all know the relief of getting to talk to an actual person when we make business calls. That, however, doesn’t happen much in the business world where AI has taken charge of reception duties. And AI systems serving as receptionists have all the telephone charm and etiquette of the warden of a maximum-security prison.
“Listen to the following list of options,” intones the warden, “Press 1 for a manager, press 2 for accounting, press 3 for Maintenance and for Complaints, please hang up and dial 1-800-wedontcare. You have not responded by pressing a number as instructed. We will repeat the options…”
“No, wait! I want maintenance; just give me maintenance,” I say as I frantically try to figure out where the keyboard has disappeared on my cell phone.
“Since you have not responded with a number, you will be disconnected; have a nice day.” And just like that, the warden is gone—off to torture another telephone inmate.
“Wait! Warden! I need maintenance! I forgot the number thingy, play the options again!” I say desperately as the dial tone sounds in my ear.
My favorite telephone antic of all of course, is the “Hold button,” which I am convinced came from the seventh circle of Dante’s Inferno.
“Your call will be answered in order of receipt. You call is number 52 and we are presently working for the next hour on caller 3. But your call is important to us, so we will put you on hold and play music they wouldn’t inflict on prisoners of war, but don’t worry, we will break in every so often to repeat that your call is important to us.”
In the meantime, I have called Mr. Smith on my urgent business ten times and have sent that many voicemails into the abyss, never to be heard again. But I’ll try one more time.
“Hello, I’d like to speak to Mr. Smith, please,” I say, bracing for voicemail.
“This is Mr. Smith,” says an actual person with an actual voice, “How may I help you?”
I’m delilghted…I’m astounded…I…have completely forgotten why I called him….Dialtone time!


