Callers' Perceptions of Post-Dialing Delays: The Effects of a New Signaling Technology
Stephen J. Lupker, Gregory J. Fleet · Proceedings of the Human Factors and Ergonomics Society Annual Meeting · 1987
One benefit of Common-Channel Signaling (CCS), a new signaling system developed for telephone network applications, would be greatly reduced post-dialing delays. The question addressed was whether unilateral introduction of CCS in either the toll or local network would negatively affect caller behavior in the other network. Results indicate that a CCS toll network would increase caller impatience and abandonments on local calls but not vice versa. Implications of this effect are considered and felt to be far outweighed by the benefits of the CCS system.