‘Hi. This is Charles Denning from California Telecom,’ said Martinez, when the phone was answered. ‘I’m calling from Keiffenheim Laboratories in Salinas. They’ve been having a lot of trouble with their phones and we’re trying to put them right. People keep getting put through to the wrong extension. From the information I have here I see you’ve called them a few times in the last couple of weeks. Could you tell me what extension you’ve been calling? … Yes, California Telecom … That’s right … And did you have any problems getting through to the right extension? … Sorry, what number was that again? … Extension 342 ... OK … No, that’s fine … Thank you very much, sir … You have a good day now.’