formidable task requiring the special Billing reports for this environment should provide separate reports system, especially as the ACD grows to the thousand or more organised by the code. positions supported by the current stand alone ACDs. Call traffic patterns and staffing requirements for an ACD can be forecast based upon past history information with expected growth 36.3.5 Shared tenant environment and management performance goals. The scheduling and forecast- ing management systems can provide information to know how In the shared tenant environment the call centre is a revenue pro- many trunk circuits are needed, expected total call volumes, and ducer, since users are billed for the calls they make in addition to what staffing levels are needed for future periods. A period can be basic services. Call management has to be directed at providing even to the half hour detail. When connected directly to the ACD good service while keeping overhead costs low. with a V.24 interface, actual performance information can be used Circuit trunk group sizes, the optimum number of attendants, and to track and produce new forecasts. optional services, such as voice mail, all have to be considered under The call detail information from the ACD can have special signi- shared and non-shared operation. In this environment the call centre ficance for both management decisions and for customer service and any call accounting systems that are used require shared tenant billing. Information may be collected on both inbound and out- reporting capability. bound calls. Answer supervision, either provided by signalling or by hardware detection of voice energy, is important to determine whether an outbound call is answered and call duration is correct. Call accounting 36.3.2 Lodging environment Call management in the various application environments is heavily dependent on call accounting information. In order for the informa- Call management in the lodging environment is directed primarily tion to be useful, however, the large volume