Computer programs for combining and integrating voice and data communications with computer technologies; including relational databases and local area networks; computer programs for controlling internal and external voice and data communications for a computer network; and computer programs for handling and integrating voice and data communication and computer technologies, including directory services, operator services, answering services, call routing, call distribution, out calling voice response and customized applications, including call centre automation and process reengineering; computer programs to facilitate administrative services, including system configuration and monitoring; computer programs in the nature of reporting services, including real-time and batch reporting; and instruction manuals sold therewith