The phone rang, as it did on average about four times an hour and about 28 times a day. The first call of the day, from a worried user hoping Amy could help him out of a jam,-setnied typical. The call display on her monitor gave some of the facts: the user's name, his phone number, the department in which he worked, where his office was on the company campus, and a list of all the calls he'd made in the past.