ecause more people use text messaging. Most large systems that support multiple locations are on stand-alone or virtual serv- ers. However, small systems are sometimes integrated as cards in a telephone system or on the same server as the VoIP system. Using Automated Attendants to Answer Phones Automated attendants are used as adjuncts to-or in some cases substitutes for- company operators. An automated attendant is programmed to answer all calls, certain calls to particular telephone lines or departments, or after-hours calls. Here is a classic example: Thank you for calling ABC Company. If you know your party's extension, you may dial it now. For sales, press 1. For customer service, press 2. Automated attendants are now standard software features of voicemail systems. However, they were first used in the 1980s, before the advent of voicemail. Automated attendants were an important first step in automating the ability of callers to reach high-traffic departments. They also provided a way for callers to reach people outside of normal business hours, or when a live operator was not available. Poorly scripted, confusing, and overly long automated attendants tend to be a source of frustration for callers. Another source is the inability in some organizations Value-Added Applications for Telephone Systems to speak with a live operator. In these organizations, when callers press 0, their call is sent to a "general delivery mailbox," and any messages left often result in no return call. In some other instances, pressing 0 does nothing except trigger the initial confus- ing menu to be replayed. Remote and Desktop Audio and Video Conferencing Many Unified Communications (UC) packages include desktop video and audio con- ferencing capabilities. These require software clients on each personal computer and a server for the software. The software can be either in the communications server used for the main telephone system or in a separate server along with the UC applications. Often, as is the case with Microsoft and Cisco