 the supervisor may be authorized to send messages using a wall mounted display unit. Unlike display phone mes- saging, the wall-mounted display message is visible to everyone in the viewing area. Caller Support Capabilities Automated Data Collection This is the ability for callers to use touch-tone signals (or the spoken word) to obtain answers to predefined database inquiries such as account status, balance due, driving directions, etc. Au- tomated inquiry requires an IVR (interactive voice response) system which may be integrated with other functions such as Automated Data Collection and/or Voice Messaging. It prompts a caller to respond to specific questions either us- ing the spoken word or touch-tones. Frequently used in after-hours The Telecom Handbook no 87 THE ACD retail catalog sales or to report service problems in a support cen- ter, this feature may be referred to as voice forms. Intelligent Queuing This provides an announcement to the caller stating the esti- mated time he will have to wait before the call is answered. Frequently the anticipated hold time announcement feature is combined with an option to leave a message, rather than wait for an agent. Instead of estimating the waiting time, the caller may be told how many calls are ahead of him. Request Callback This feature allows the carrier to request a callback. This op- tion may be provided in conjunction with the "anticipated hold time" announcement feature, or may be implemented as an op- tion during inbound call routing. Agent Voice Mail Permits the caller to leave a message rather than waiting to speak with an agent. Depending on the system, the message may be directed to a group of agents or to a specific agent. This op- tion may be presented at one or more times while the caller is in queue holding for an agent. Voice Mail as part of a standalone ACD may not incorporate all of the functions of standard Voice Mail. Be sure you're clear in defining your expectations when purchasing a system. Network Services (Outside Lines) for ACDs There 