e this Berman, C. (1990) Call Management: Moving Towards OSI Stand- possible. Within the PABX environment, directory service and call ards, Communicate, pp. 32-7, (March). 36/8 Call management Borthick, Sandra L. (1989) Old Habits Stifle Telemanagement Soft- Huffadine, Roger (1990) Trends in Call Management Technology, ware Market, Business Communications Review, pp. 46-49, Telecommunications (International Edition) 24, (12) pp. 57-8, (August). 71 (December). Brown, Barbara, (1990) Paperless Call Accounting, Teleconnect, MacPherson, Gordon (1989) How Staffing Affects ACD Trunking (October). Requirements, Business Communications Review, pp. 36-39, Cummins, Michael and Stonebraker, Everett (1989) Total Quality (February). Management of Telecommunications, Business Communica- Middleton, Peter (1989) Managing Your Calls, Communications tions Review, pp. 36-41 (December) (July). Fermazin, Tom (1991) Call Centre Managers: Rethinking Your Mikol, Thomas (1991) The IRS Collects With ACDs, Inbound/Out- Business Strategy to Take Advantage of Modern Tools, Voice bound Magazine, pp. 16-18, (April). Processing Magazine, (January). Sanchez, Robert (1988) Buffers and Borders: The Zenith Call Ac- Fross, Alan (1988) The ACD Market Comes of Age, Business counting Project, Business Communications Review, pp. 43-48, Communications Review, pp. 74-77, (November- December). (November-December). Gordon, James. Klenke, Maggie and Camp, Kathey (1990) Centrex Stusser, Daniel (1989) Call Accounting: Not Just a Numbers Game, System Management Tools, Business Communications Review, Business Communications Review, pp. 51-54, (August). pp. 35-39, (April). Tucker, Tracey (1990) Call Accounting Update, Teleconnect, (Oc- Hayes, Robert and Harrison, Karen (1989) Chasing ACD Phantom tober). Calls, Business Communications Review, pp. 26-29, (Septem- Wilson, Kim (1991) Call Centre Automation: Enhancing TSRs with ber- October). New Technologies, Voice Processing Magazine (February). Horton, Venetia (1990) Call Management Stops Telephone Abusers, Office 