system, put it in writing. This gives you a better chance of getting what you need and avoiding misunderstandings. It also provides a basis for comparing systems. Here is an excerpt from a written description of a telephone system. There are also sample questions from a Request for Pro- posal used for one of our clients at DIgby 4 Group, Inc. We believe that technical specifications should be accompanied by clear En- glish (or whatever your language is) descriptions of how you, the client, want things to work. Description of the Telephone System Operation Incoming calls from outside callers will ring into the system in one of several ways. A caller dials the main telephone number 212-883-0000, which is answered by the switchboard attendant and extended to the requested person. There will be two switchboard con- soles, but sometimes only one will be in operation. A caller dials a direct inward dial number, which rings di- rectly to the telephone of the person dialed. Each telephone, except for telephones in common areas, will have a direct inward dial number. A caller dials 212-983-0000, which is the first of four sepa- rate outside lines (not direct inward dial) that appear on the telephones in a customer service department. Note: The following describes what is known as Call Cover- age. This means, "How are we going to be sure the telephones 64 & The Telecom Handbook CHAPTER 3 are answered?" If a person is not at the desk when the telephone rings, the call can be covered in one of several ways. Answered by another person who has a direct appearance of that extension on their telephone. Live coverage is a key ob- jective, SO coverage of this type will be widespread. Answered by another person who has depressed his call pick- up button to answer the ringing telephone, although he has no direct appearance of that ringing extension. The display on the telephone of the person answering the call will indi- cate the name of the person for whom the call was originally intended, SO that the call can be answered appropria