Beginning in the 1980s, Dhanalakshmi M, was one of the many dedicated telephone operators at IISc for over three decades. She was born on 13 May 1957 in Bangalore, and completed her BSc in Physics, Chemistry, Mathematics, and Biology from Maharani’s College. After a diploma in ‘Reception and Bookkeeping’ from Sri Jayachamarajendra Polytechnic, Bangalore, she took up a career in hospitality. As fate would have it, she applied for a telephone operator role at IISc, a decision she says changed her life. From 1983 to 2017, she worked at IISc, first as part of the Telephone Exchange, transferring calls and connecting several vital communications, and then eventually moved on to other administrative roles.
Reflecting on her journey, Dhanalakshmi speaks to CONNECT and shares amusing moments from her telephone operator days and what she misses about life on campus.
Tell me about your childhood, education and family.
I was born and raised in Wilson Garden, Bangalore. My father, Murugan, was a successful contractor. One of his most notable projects was handling the entire water distribution system for Vidhana Soudha.
I have six siblings – an elder sister who now lives in Chennai, two younger twin sisters and two younger brothers, all of whom are in Bangalore. As kids, one of our favourite pastimes was going for walks in Lalbagh, picking plants and bringing them home to plant in our own garden. It was a simple and joyful childhood.
What was your first job?
My first job was as a Front Office Executive with the Karnataka State Tourism Development Corporation Limited (KSTDC), where I worked for two years. My role involved welcoming guests and guiding them to various destinations across Karnataka. I was responsible for organising tours and booking hotels throughout the country.
After transferring to Mysore, I took on similar responsibilities at the Lalitha Mahal Palace Hotel. I commuted daily from Bangalore. Those were simpler times, with far less traffic than today. We would typically arrive home by 8 pm, but sometimes it would get as late as 10 pm, or even midnight. I still remember this one time it got late and there was no train available, and the famous south Indian actor Kokila Mohan gave some of us a ride home!
Did you get to meet many celebrities during your time in the hospitality industry?
Yes! Those experiences are unforgettable. After leaving KSTDC, I joined Hotel Ashoka, now known as ‘The Lalit Ashok,’ and worked there for a year and a half. There were very few star hotels back then, and Hotel Ashoka was quite prominent.
I enjoyed my time working in the hotel industry. The appreciation we received, either as certificates from management or letters from guests, made the work rewarding.
What made you leave your job in this Industry?
I had to leave and pursue a different type of work to “get married”. At that time, working in the hotel industry, especially for unmarried women, wasn’t viewed favourably. My parents were constantly urging me to leave the job. When the opportunity to join IISc came along, I gladly accepted it.
How did you come to know about IISc?
I applied for an advertisement published in the newspaper.
After a six-month ‘Diploma in Telephone Operating’ in 1983, I joined IISc as a temporary telephone operator. The position was later made permanent. I didn’t get selected in the first round but one of the selected candidates joined another role at Vidhana Soudha, so I got the job in her place. I always say thanks to Bhavani for that opportunity!
What was the job of a telephone operator like?
The Telephone Exchange at IISc was located in the Main Building, in the left corner where the Dean’s (Admin) office is now. In those days, there were several operators, including B Vyjayanthi Raghavendra, Daulathunnisa Begaum, James Kutty PC, and Sathisha AK. The institute had only a few direct phone lines, and our main job was to connect calls to the relevant departments, faculty members, and residents within the campus. When students received calls, we would inform them to come to the Telephone Exchange and wait to speak with the caller.
We operated in three shifts, covering the hours from 7 am until 10.30 pm. If there was any delay in opening the office, or if there were disrupted or misconnected calls, we would get complaints. It was a demanding role that needed constant attention to detail and punctuality.
There was also a P&T (Post and Telegraph, now known as BSNL) unit which handled other essential communication services like telex, fax, and postal services. It allowed people to make local, STD, and ISD calls on a payment basis as mobile phones did not exist at the time.
Were there any hard parts of the job?
Yes, sometimes, calls would go on longer than anticipated, and we had to politely intervene and ask the parties to wrap up their conversation so that others could get through.
If all the direct lines connected to IISc were busy, we would receive complaints from the Security Office. During office hours, we handled a high volume of calls from government offices and other organisations.
We also managed STD and ISD calls based on requests, which were particularly expensive at the time. Even local calls could become costly if they lasted too long, so we had to manage call durations.
When did the Telephone Exchange stop?
I believe it was around 1993 or 1994 when all extension numbers at IISc were assigned the prefix 2293, allowing for direct calls. Each extension could make local and STD calls by simply dialling ‘0.’ So, the role of the Telephone Exchange became redundant. Many telephone operators were transferred to different departments, while a few remained in what was called the ‘Telephone Unit’ to manage the exchange systems, handle repairs, and allocate new phones.
Initially, there was no STD facility for all numbers; later on, direct numbers were provided to select departments, beginning with the prefix ‘2360 XXXX’ through the Malleswaram exchange. During this time, we encountered instances of misuse of STD calls, which led to the implementation of a locking system that required a secret code for making STD and ISD calls due to their high cost. Office staff maintained a register detailing who called whom, the purpose of the call, and its duration. At the end of each month, staff and officers would verify the final bill against this register, which often led to some lighthearted moments (laughs).
Communication has become much more accessible now, so different from those earlier days!
What was your job after the Telephone Operator role became redundant?
I moved to the Main Entrance Gate to work as a receptionist. I would guide visitors from the security room, opposite BHEL (now known as CNR Circle). I was here for six years, and there were times when I would personally drive visitors to their destinations.
I later moved to the Council Section, also known as Unit IA, where I handled administrative tasks for faculty members and officers.
Were you staying on the campus?
I loved living on campus, but getting accommodation in the quarters took some time.
After marriage, we moved into the quarters next to the Kendriya Vidyalaya School at IISc. I was quite reluctant in the beginning; I missed the space and comfort of my childhood home, and it was difficult to adjust to such a compact house.
But I soon realised that this house brought me a lot of good fortune. After moving in, I had increased financial well-being, with many new opportunities, which I believe was partly due to the positive energy and luck associated with the quarters.
The house became a special place for me, symbolising not just a home but also a turning point in my life. It had a certain charm that I can’t quite explain.
Did you meet any dignitaries during your service?
Yes, quite a few. I was so fortunate to have met the late Rajiv Gandhi when he served as Prime Minister in 1984, during a programme hosted by IISc in collaboration with ISRO. Various items used in space exploration were displayed in the Main Building reception hall. I have also met JRD Tata and Ratan Tata, among others whose names now escape me. I still remember the day I first saw JRD Tata visiting the main building. The atmosphere was electric; all the staff stood in respectful anticipation. As he entered, he casually began combing his hair, a moment that broke the formality of the occasion (laughs).
What about your family?
My husband worked at Canara Bank, and we have a daughter and a son. Our son is an engineer and is yet to get married. Our daughter is married and is currently serving as an Assistant Manager at Canara Bank. I am happily retired and enjoying quality time with my granddaughter, who keeps me happily busy. I currently reside outside the campus in my own home.
What are some of your cherished memories from the job and the campus?
Many people still remember me for my role in connecting calls, and I have stayed in touch with some former students. They often fondly recall the days when we facilitated calls to their parents. Sometimes we would also get appreciated for our “sweet voices” (laughs). Some people would call just to hear our voices. I also remember many faculty members advocating for our permanent positions at the Institute.
From 1983 to 2017, I spent a significant part of my life at IISc, and it truly feels like my second home. The Institute has cared for me and my family in countless ways, and for that, I am deeply grateful.
During those years, we enjoyed a subsidised canteen with delicious meals for employees. Since we worked in shifts, the warm welcome from the canteen staff always made our day a little brighter.
Every time I enter the campus, my mood instantly lifts … maybe it is the fresh air, the greenery, or the sense of community and respect we hold for this institution. Even now, my family and I frequently visit, to stroll around the grounds.
(Edited by: Abinaya Kalyanasundaram)
