Part II Giving and receiving phone calls

A. In this section you are going to hear several calls that are answered by machines. Listen to the recorded messages. Write down the reasons why each call is being answered by a machine instead of a person and the actions you decide to take. Write “W” for “wait on the line”, “L”for “leave a message”, and “C” for “call back later”.

     Receiver                Reasons                    Actions

Transit Authority           all lines are busy                  W/C

Call for Action             volunteers not on duty              C

Charlie                   Person not at home                L/C

Pioneer Travel             all agents busy                   W/C

Steve                    person can’t come to the phone       L/C

Tapescripts:

The first call: This is the Transit Authority’s telephone information centre. We are open daily between six a.m. and midnight. All our lines are busy now. You will hear ringing until the next available agent can assist you…(ringing).

The second call: This is Call for Action, 925-1066. I’m sorry. Our volunteers are not on duty at this time. Please call during our regular hours: eleven a.m. to one p.m. Monday to Friday. Remember the number 925-1066, eleven a.m. to one p.m. Thank you.

The third call: Hi. This is Charlie. I’m not home now, but if you leave your name and telephone number after the beep, I’ll get back to you as soon as I can…(beep).

The fourth call: Hi. This is Pioneer Travel, specialising in bicycle tous of Eastern Europe. All our agents are busy now, but your call really is important to us so please stay on the line. One of us will be with you as soon as possible. Thanks.

The fifth call: Hi. This is Steve. I can’t come to the phone now—I’m taking a shower. So, at the sound of the beep, leave a message, or just hang up if you want to. (Sound of man singing again.)…(beep).

B. You are going to hear some recorded phone calls. The first three calls are for Mr. Hamilton, and the last one is for Mr. Dobson.

  1. First listen to some names:

    Rebecca   Evans   Ted   Paola Andreotti

2. Now listen to the calls. While listening for the first time, add more key words if you can in the left-hand column. After the second listening, complete the messages in the righ-hand column with the help of the notes.

C. Now try this: listen to a more authentic version of the calls.

Tapescripts:

1.   Man: Look, I can’t stop. Tell Horatio I couldn’t get the red ones, but there are plenty of blue. He can see them any time. Oh, my name’s Ted. Bye!

2.   Man: Well, I was hoping to speak to Mr. Hamilton myself, but perhaps you’ll give him a gessage for me. Tell him that Mr. Evans of Smith and Wheeler called. There are a few details regarding the sale of his property that we need to discuss and I’ll be glad if he would contact me as soon as possible. Thank you very much. Goodbye1

3. Woman: Oh! Well, will you tell him Rebecca called? Give him this message. Remember your promise. That’s all. You will do that, won’t you? Don’t forget. Bye!

4. Telephonist: Green and Harding, good morning.

       Paola: Oh, good morning. This is Paola Andreotti calling from Rome. I’d like to speak to Mr. Guy Dobson, please.

Telephonist: Oh, certainly, ma’am, I’ll connect you immediately.

      Bob: Hello.

        Paola: Oh, is that Guy Dobson?

      Bob: Er…no, it…is that Paola?

        Paola: Yes.

      Bob: Oh, hi! This is Bob Swanson.

        Paola: Oh, hi. Is Guy around?

      Bob: Er…just a minute, I’ll check, …Um.. no, he doesn’t seem to be. He should be back …er … any minute. Er… can I help you?

        Paola: Um…yeah. Look, can I leave a message with you?

      Bob: Yes, sure.

        Paola: It’s urgent. There’s been a mix-up about the labelling of product number 15437 B – that’s the one for the Italian market.

      Bob: Uhuh, I’ve got that.

        Paola: And I’d like him to get in touch so that it can be cleared up.

      Bob: OK.

        Paola: Um…he can reach me at this number till tomorrow evening, OK?

      Bob: Mmm.

        Paola: It’s 002 5589847.

      Bob: OK. He can reach you at this number till tomorrow evening: 002 5589847.

        Paola: That’s right, great. Thanks Bob.

      Bob: OK, bye-bye.