 provided circuit usage, Each environment has special call management requirements. In but not an identification of who placed the call and to where it was high call traffic inbound and outbound telemarketing applications, placed. The information may have been derived by equipment at the management of the trunk circuits and call servers is as important as facility or from the public phone office providing service to the handling the calls. facility. Analog printers, magnetic tape recording devices, or mini The stand alone ACD system, and to a lesser extent, the ACD computers were used to perform the recording. The carrier may option packages in PABX systems, are specifically designed for have collected and charged for the information on a request basis, these high traffic applications. In other applications, multiple envi- with the customer responsible for processing the data. Basic reports ronments are being addressed by common hardware and software of not much more than call by call activity were created from this programs which are tailored to the application by adding options. information. Visual scanning of the reports for exceptions and other Several of the major environments will be considered in detail. management information was then performed. Call management has continued to grow in many dimensions from 36.3.1 Corporate environment its humble beginnings. Competition among switch vendors, the advent of the PC, plus demand from call managers for more infor- In the corporate environment (refer to Figure 36.1 for a general mation, more quickly, are all contributing to new systems and representation of this environment) call management is directed at management capabilities. This chapter covers voice call manage- several distinct areas of interest. The most prominent area consists ment in its current dimensions and looks at trends for the future. of PABXs providing internal communications and connections to non-corporate systems. The call traffic is basically intracompany and intercompany business calls, pl