missing link

By chris.bucci ·
Where is the "Call-tracking software evaluation toolkit" mentioned (and linked) in Janice Ward's 10 April 2003 article "Evaluate help desk call-tracking software with these criteria"?

The link (which doesn't work) is to the following: r00320030408jnw01

We're looking for new Call-tracking software and I'd really like to see this.

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