us the non-business related calls. 36.2 Why call management? The next areas are those groups dependent on call traffic, providing service and generating revenue to the corporation. These areas are The desired goal of effective call management is almost always to PABX attendants, ACD groups within the PABXs, and stand alone reduce costs and to increase the profit for the call centre. The switch ACD systems. The final area appears when the corporation occupies hardware, the carrier services and connections, plus the user calling multiple distant locations. This area connects the PABXs and ACDs habits are the major areas which affect the costs and profit. The at the multisite locations by a company private network of tandem ways in which the goals are achieved can depend on the type of call switches or by virtual private network interfaces. Each area in this centre and the type of call management used. The call management corporate environment can be addressed by separate call manage- approach, with the investments in systems and services to be used, ment systems, reports and management approaches. should be carefully considered against the types of call centre and Call management in the corporate environment PABX area should the management goals in the short and long term. first be directed at controlling calls before they are made. This is The payback for investments in call management systems, soft- accomplished by providing employees with phone books covering ware, and personnel can be cost justified on one or more elements good calling practices and listing restricted numbers, letting them to be optimised. The method for optimisation to produce the greatest police themselves, and then by using internal call restriction tables profit is dependent on the application. In an application providing in the PABX to catch or block all violations. The internal call help for product service related calls, the goal would be to keep all restriction tables would contain specific and partially specified calls as brief as poss