351 lines
16 KiB
Plaintext
351 lines
16 KiB
Plaintext
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*** Dumpster Insights ***
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Report #1 (NET/NYNEX)
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by: ..oooOO Count Zero OOooo..
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&
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Brian Oblivion
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: -=Restricted -=Data -=Transmissions :
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: :
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: "Truth is cheap, but information costs." :
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(And *some* information you must DIG for...literally..)
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Welcome to issue #1 of _Dumpster Insights_, the magazine that prints TRASH.
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Yes, we at -=RDT have been 'dumpster diving' lately, and have found some
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interesting tidbits of information. We intend to share some of these
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findings in this issue and subsequent releases of _Dumpster Insights_. Of
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course, the contents of each issue of _Dumpster Insights_ will vary according
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to the contents of the DUMPSTERS! We can only print what we dig up.
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Dumpster Diving is a thrill. Phrack #36 left out *one* important item in
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the "REAL Cyberpunks" article:
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REAL Cyberpunks aren't afraid to get their hands dirty.
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Nuff said...here we go.
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*** FAX Trash ***
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Lots of faxes get tossed in NYNEX dumpsters. Currently, employee moral is
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very low, with all the recent layoffs and employee/supervisor/union strife.
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Around Christmas, we were delighted to find a number of faxes that illustrate
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this nicely...
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FAX transmission: Dec '91------------------------------------------------------
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'TWAS A MONTH BEFORE CHRISTMAS
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'Twas a month before Christmas and most managers agreed
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What for Christmas this year we might get F M P'd!
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The FMP forms were all carefully prepared,
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In the hopes that, when time comes, our jobs would be spared.
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There was Ranking and Rating and everyone was banded,
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To make sure it was fair and not underhanded.
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When one day in the office there arose such a clatter,
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I sprang from my desk to se what was the matter.
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A green letter was spreading unfortunate news,
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Giving contract details and company views.
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The new contract was settled a year in advance,
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With full medical benefits - a real kick in the pants.
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And they extented that sucker to nineteen ninety-five,
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Which sent hopes for the future into a nosedive.
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The atmosphere now was as cold as the snow,
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And forget the morale - I've never seen it so low.
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So we wait, and we work, but we're sad and angry,
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That this "Family" company could treat us so badly.
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When the president said, in a televised speech,
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To reduce through attrition was a goad within reach.
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But if layoffs become real, he said not to sob,
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'Cause he'd set up a board that could get you a job.
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Now he spoke with a tongue that was lively and quick,
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And you knew in a moment that this man was a prick.
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That feeling you had in your gut since the strike,
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Like the Dutch boy whose finger was stuck in a dike,
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Now became real as the whole "dam" thing falls,
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And you realize the company has you by the balls.
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Yeah, they talk about Quality and how it should work,
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But they must think we're stupid - they take us for jerks.
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For when push comes to shove, it's the union who's boss,
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And they have the last to say, while we stand at a loss.
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And I heard him exclaim as he turned off his mike,
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Screw the management force, give union what they like.
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-------------------------------------------------------------------------------
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FAX transmission: Dec '91------------------------------------------------------
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THE NYNEX TWELVE DAYS OF CHRISTMAS
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ON THE TWELFTH DAY OF CHRISTMAS, NYNEX GAVE TO ME....
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twelve buyout rumors
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eleven nervous breakdowns
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ten axes falling
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nine lawsuits pending
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eight RMC's closing
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seven hundred layoffs
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six officers indicted
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five plus five
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four force adjustments
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three regions combining
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two reorganizations and
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** a head count that didn't include me! **
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-------------------------------------------------------------------------------
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FAX transmission: Jan '92------------------------------------------------------
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New England Telephone EMPLOYEE SALE!!
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SAVE up to 46%
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That's right friends....you heard it here first.
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We can't lay 'em off anymore, so we're SELLING 'em!
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ALL OF THEM!
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We have to downsize our new one-employee-per-business unit goal,
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and you can help us do it.
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YOU SAY YOU WANT NEW?...We've got 'em..employees with low mileage, high
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performance, and a lot of good years left.
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YOU SAY YOU WANT OLD RELIABLE?...We've got them, too. Their paint's a
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little gray and they grumble a lot, but they've seen it all and keep
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on working.
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We've been thinking of the layoff business for months, and losing ALL that
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severence pay will take it's TOLL. Now help us make a little money on the
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deal!
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So...come one, come all to the FIRST ANNUAL NEW ENGLAND TELEPHONE
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EMPLOYEE SALE.
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Don't miss a bargain!
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SPECIAL - Buy TWO and get a FREE TOUCH TONE PHONE.
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-------------------------------------------------------------------------------
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Yes, those were GENUINE faxes...funny stuff, but it really gets across the
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current state of employee morale..."We're the one for you New England,
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New England Telephone...part of the NYNEX Family"...swell.
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Here's a little blurb culled from a NYNEX Signature Graphics Standards manual:
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"This manual describes the proper use of NYNEX signatures - the
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building blocks of our corporate identity. It is designed to
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assist both employees and suppliers alike who are responsible for
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implementing our corporate identity in all of its visual manifestations.
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As NYNEX people dedicated to projecting a positive image of NYNEX,
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to both the public and our fellow employees, it is essential that we
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apply these standards in a consistent and proper manner.
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The NYNEX corporate signature, consisting of *only* the name NYNEX,
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is the keystone of our identification system. When shown in its
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specially designed letterforms, it becomes more than just letters or
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a name. It is a symbol with nuances built into it which allude to
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the origins of our information company. *NY* represents New York,
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*NE* signifies New England, and *X* stands for the excellence of our
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people, our products and services, and our future. These components
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joined together with lines extending from the E throught the X form a
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unique signature which EVOKES THOUGHTS OF HIGH TECHNOLOGY, LINES OF
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COMMUNICATION AND A SENSE OF UNITY, ORDER, AND STABILITY."
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Ahhh...inspiring...words to build an Empire...
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Here's a list of Public Service Center telephone numbers..these are
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for New England Telephone/NYNEX in Massachusetts...
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PUBLIC SERVICE CENTER
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TELEPHONE REFERENCE LIST
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PUBLIC SERVICE CENTER---------------------------------
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Semi-Public
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Customer # 1-555-1717
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Manager 617-965-9030
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Intra/Expediting 617-965-9018
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Fax # 617-964-7012
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Public
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Customer # 800-446-7691
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Manager 617-965-9035
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Intra
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617/508 617-965-9040
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All others 800-446-7691
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PTACS 800-446-7691
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SOA's 617-965-9014
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Service Order Room 617-969-9726
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Fax # 617-969-9726
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COCOT Service Center
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Customer # 800-621-0033
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Manager 617-965-7468
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Intra # 800-621-0033
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Fax # 617-969-9249
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Centralized Repair Bureau (CRSAB)
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Business 1-555-1515
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Coin 1-555-1611
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Residence 1-555-1611
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Customer Names & Addresses (CNA)
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617-787-2750
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Customer Response Center (CRC)
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800-555-5000
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Data Base Update Group (DBUG)
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508-762-1648
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Directory Assist Data Base
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617-367-9952
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Legal Department
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Accident/Claims 617-743-2763
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Claims Information 617-743-2670
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All Other Inquiries 617-743-7773
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Final Bills/Bankruptcy 617-743-6773
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Ever want to call a NYNEX/NET garage?
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Garage Telephone Number
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------ ----------------
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Milton 802-863-8440
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Methuen 508-683-1942
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Conway 603-447-2754
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South Kingstown 401-789-1088
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Portland 207-774-4565
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Medford-West 617-391-9928
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Framingham 508-879-0775
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Springfield 413-734-9983
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Medford-East 617-391-9945
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Boston 617-451-8295
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Dedham 617-326-9901
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E Providence 401-438-9391
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Brockton 508-587-9912
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Shrewsbury 508-842-1818
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Manchester 603-645-2062
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Bangor 207-945-9996
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Weymouth 617-337-9969
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Northampton 413-586-1943
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Hyannis 508-775-0902
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Other interesting trash-prizes include issues of "Inside Operations,"
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a monthly newsletter for NET Operations employees. Here are excerpts from
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December '91 and January '92:
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Operations Forum
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(To provide a forum for employee thoughts and ideas...)
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"If you could change one thing about your job, what would it be?"
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Employee response: "I would implement a better system to fix NET's
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circuit troubles. I've been told that unless our
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own internal troubles are escalated, some trouble
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tickets don't even get looked at. SCC circuits, for
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example, impact our daily operation because they're
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the CO's only link to the SCC for 24-hour alarm
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service. Priority circuits should be identified
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and noted in CIMAP/TIRKS."
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** Dial Tone Left at Home **
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Installation and network employees in the Pawtucket/Providence, RI
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area are involved in a six-month trial of the Left In Dial Tone (LIDT)
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process. The trial, which began last November in Pawtucket and Buffalo, NY,
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will evaluate the impacts of the LIDT process on more than 20 provisioning
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systems.
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LIDT is a key component of RediServ, a major corporate business plan
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initiative to provide dial tone to a customer's location quickly, cost
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effectively, and with minimal manual intervention.
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LIDT leaves a restriced dial tone on a subscriber's line when service
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is disconnected. When new occupants move into the LIDT location, they have
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access to Emergency Services (911/E911) and their Residence Service Center.
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All other callls from the restriced dial tone, including "0" operator calls,
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are intercepted by a recording advising the customer of the dialing
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capabilities of the line.
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Since the process begins with a customer's disconnect order, Pawtucket
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was selected for the trial because of its high customer turnover. About
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700 lines in the area are now working with restricted dial tone.
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Mechanized Loop Assignment Center (MLAC) line assigners have matched
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customer addresses between databases, and verified that cables and pairs
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are wired from the CO to these locations. In addition, they manually assign
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any LIDT orders that do not flow directly through the provisioning system.
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In the Recent Change Memory Administration Center (RCMAC) [Oh GOD..please..
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...make these acronyms from HELL go AWAY!... -c0] most translations on
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LIDT orders are automatically completed.
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For CO technicians the trial has meant more dedicated wiring on the
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frame, but less rewire work on subsequent installations. And for splice
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service technicians (SST) LIDT should mean fewer dispatches on installation
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orders. However, as with any pilot program, problems occur.
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Early in the trial SSTs were dispatched unnecessarily for installations
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at restricted dial tone locations. A vendor-supported system had caused a
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local coding problem for clerks in the posting of completions on LIDT orders.
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The problem has since been corrected, and according to Manager Linda
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Briggs, the "No Premise Visit" (NPV) rate in Pawtucket should drastically
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improve to meet or exceed the 99.3 percent NPV rate in Buffalo, NY.
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"Once the LIDT process is fully deployed, installation work for
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technicians will become the exception rather than the rule. As a result,
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technicians can spend more time on maintenance and outside plant
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rehabilitation which will increase service reliability and decrease NET's
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cost per access line," says Briggs.
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Another issue involving unnecessary police dispatch to LIDT locations
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briefly occurred. Rhode Island's Public Service Administration Board
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mistakenly understood that 911 operators would be able to call back an LIDT
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location if the customer hung up. To correct the situation new LIDT messages
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were recorded, expedited through legal channels, and implemented in Pawtucket
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on January 17.
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"Access to emergency services has been a lifesaver for some Pawtucket
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customers who dialed 911 from an LIDT location in a tru emergency and had
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the appropriate authorities respond immediately," says Frank Lanza, staff
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manager.
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Yet another benefit for customers in the LIDT process is service
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reliability. Throughout the night all central office lines, including the
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LIDT lines, are scanned and tested by a computer [Hrmmmm...mebbe *monitored*
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too?...hrmmm... -c0]. As a result, troubles are repaired by the maintenance
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center often before customers are even aware that a problem existed.
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"For customers Left In Dial Tone will make NET easy to do business
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with and will positively position the company in the competitive marketplace,"
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says Briggs.
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** Of Note... **
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More than 2.4 million (49.8 percent) of NET's residence and simple
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business customer records have been verified using the NYNEX Data Validation
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System (NDVS). The system compares critical information from five key
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databases - CRIS, COSMOS, LFACS, LMOS, and PREMIS - and reports discrepancies
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for follow up by Mechanized Loop Assignment Centers (MLACs), central offices,
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and other work groups.
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In association with RediServ, a major company initiative to allow
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faster service installation, data management groups at NET and TRG are
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coordinating the line-by-line record verification effort. Employees often
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identify inaccurate records as a source of service problems and frustration.
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Well, that's it for now....nothing 'earth-shattering'....but interesting
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and fun to read nevertheless....and since NET/NYNEX is so ANAL about giving
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out information, the only way to get it is to *trash*...
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Look for the next issue of "DI" to come out next month or so......
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Till then...don't stop exploring....and don't be afraid to get your hands
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a bit dirty....
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..oooOO Count Zero OOooo.. *cDc* -=RDT
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