Operator Services Position System
Operator Services Position System (OSPS) is an ergonomically designed telephone operator workstation developed by AT&T as a feature of the 5ESS switch, providing enhanced call processing capabilities for telephone operators using ISDN facilities to deliver both data and voice to the operator position.[1]
Background
[edit]The OSPS traces its lineage to the Traffic Service Position System (TSPS), introduced approximately 40 years prior, which itself replaced manual corded operator positions. The TSPS represented a substantial improvement in the operator working environment at the time of its introduction.[2]
In 1986, AT&T augmented the TSPS with the Computerized Position Information System (COMPIS), an auxiliary system intended to improve operator efficiency and productivity. COMPIS consisted of the existing TSPS hardware supplemented by a video display terminal (VDT) and a movable keyboard with an extended cord. Initially designed for workflows occupying roughly 10% of an operator's eight-hour shift, COMPIS adoption grew rapidly to approximately 50% of working time — beyond the ergonomic parameters for which it had been designed. COMPIS was intended as an interim solution pending the rollout of OSPS.[2]
Design and features
[edit]OSPS was designed with significant attention to human factors principles. AT&T's ergonomic goals for the system included the development of standardized procedures for call keying and system feedback, as well as a console and screen display layout optimized to support operator duties under conditions of heavy use.[2] The system is built on the distributed architecture of the 5ESS switch and uses ISDN facilities to bring data and voice to operators simultaneously. A versatile Automatic Call Distributor (ACD) allows telephone company supervisors to distribute call traffic across different operator teams.[1]
Key applications of OSPS include toll and assistance and listing services. Notable features include interflow — allowing operators across a system to answer calls from anywhere within their region — and More Efficient Call Handling (MECH). The system also supports a combined services feature integrating toll and listing functions.[3] Anti-fraud features, trunk offering, and enhanced charge and duration advice are among the additional capabilities offered.[1]
Both TSPS and OSPS were manufactured by AT&T Network Systems and require operators to be connected to a call only during the call setup period, substantially reducing per-call operator costs compared to earlier cord switchboard arrangements.[4]
The system was planned for full deployment beginning in late 1990, replacing TSPS infrastructure at AT&T facilities across the United States. AT&T used OSPS as its main operator services platform from the late 1980s until approximately 2016.[5]
See also
[edit]References
[edit]- ^ a b c "Worldwide Application of Operator Services Position System (OSPS)". Nokia Bell Labs. May 27, 1990.
- ^ a b c Ghahramani, Bahador (1989). "Ergonomics Analyses of the AT&T Operator Services Position System". Proceedings of the Human Factors Society Annual Meeting. 33 (11). doi:10.1177/154193128903301115.
- ^ "OSPS operator services applications". AT&T Technical Journal. IEEE Xplore.
- ^ Dorst (September 3, 1991). "US5046183 – Semi-automated operator assistance telecommunication calls". United States Patent and Trademark Office.
- ^ "AT&T – Operator Services Position System Recordings". TelephoneWorld.org.
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