be base as made by the switch administrator, or as the result of an used. attendant making directory service changes. The information can Availability and usage of ISDN will continue to expand, with a also be status values and alarms input from sensors monitoring corresponding upgrade in systems to address the new requirements. facility environmental and security conditions. Additional call information, hardware interfaces, circuit require- A very low protocol form may be used with one-direction inter- ments forecasting, network control strategies, and maintenance faces. The call management system may connect as if it were a specific information will be provided in reports and real time dis- printer with only request to send (RTS), clear to send (CTS) or XON plays. and XOFF flow control capability. With two-way interfaces, a more Better call accounting reports will be provided directly from the complex protocol, such as Bisync, SDLC or X.25 may be used. PABX and ACD systems. Shift scheduling and forecasting will be Call management requirements for ACD systems are more com- integrated into the ACD. Actual staff adherence to the shift sche- plex than for PABXs, due to the real time critical operating condi- dules will be shown in real time by exception on supervisor screen tions. Management information for control of the queuing functions displays and in system reports. These advances can be accomplished within the ACD is typically provided by the ACD. Agent force by improving the standard reports produced by the ACD and scheduling and forecasting is typically handled by a separate force through marketing agreements which will allow integration of the management system. The information required by the force man- add on system into the ACD. Such total integration provides a major agement system is manually input or provided through a V.24 port benefit to the customer, since the add on call management sys- from the ACD. Entering the information manually might be used tem(s), procurement process, integration testing, 