I just got a big dose of ouch. I spoke with a mom who had a 22 month old who was coughing and fussy. Of course, they talk to us while holding the child. "WAAAAHHHH!" the baby goes. ..right into the phone. I think I just blew an ear drum. The headphones we use for telephone triage can be adjusted up or down, but how did I know this is what would happen? Now I know what a person with a hearing aide feels like when someone screams! How do others handle this lovely situation?