Computer Telephony Integration, Second Edition

by Yarberry, Jr.; William A.

• ISBN13: 9780849314384
• ISBN10: 0849314380
• Edition: 2nd
• Format: Hardcover
• Copyright: 2002-12-17
• Publisher: Auerbach Public

Summary

Since the publication of the first edition, the CTI world has changed significantly. Where it was once focused on the integration of voice systems with computers, the focus is now on IP-based voice, or converged networks and services. Today, the telcos are upgrading their systems from circuit-switched to IP-based packet-switched networks. Companies like Cisco Systems and Dow Chemical have installed IP-based phones in their offices worldwide, saving millions of dollars in service fees.Computer Telephony Integration, Second Edition has been updated to reflect these recent changes in the industry and will help managers make the right decisions for their communications infrastructure. It explains the business and economic significance of the major integrated data-voice technologies and highlights the pros and cons of each approach. The text covers convergence, telephony standards, new and powerful tools for call centers, IP telephony(VoIP), infrastructure management tools, and advanced business applications.In addition to the latest developments in standard CTI technologies such as IVR, voicemail, speech recognition, and applications, this edition includes expanded chapters on security, cost management, call center technology, and IP telephony. Case studies provide a real world perspective on many of the newest CTI technologies. Bringing together the author's extensive experience in the field, Computer Telephony Integration, Second Edition will help communications and IT professionals make efficient, cost-effective decisions that will lead to improved customer service, increased productivity, reduced costs, and enhanced workflow automation.

Table of Contents

Telephony Basics	1	(27)
Introduction	1	(1)
History of Telecommunications	1	(1)
PSTN	2	(4)
POTS	2	(2)
Local Loop	4	(1)
Types of Carriers in the United States	4	(2)
Carrier Structure and Numbering Scheme	6	(2)
International Structure	7	(1)
Digital Communications Concepts	8	(5)
Common Circuit Connections	11	(2)
ISDN	13	(1)
QSIG	14	(1)
Carrier Systems	15	(1)
The Telephony Process	15	(3)
Equipment	18	(8)
PBX	18	(3)
Feature Sets	21	(1)
Key Systems	21	(4)
Centrex	25	(1)
Summary	26	(1)
IP Telephony	27	(22)
Introduction	27	(2)
Fundamental Change in Communications	27	(1)
What Is IP Telephony?	28	(1)
IP Telephony Momentum	28	(1)
Trends	28	(1)
IP Telephony Architecture	29	(18)
High-Level Configuration and Variance from TDM Architecture	29	(2)
Fundamental IP Telephony Process	31	(1)
End-User Devices	32	(1)
Introduction	32	(1)
Screen Phones	32	(2)
IP Softphones	34	(1)
Softphones for PDAs	34	(1)
Feature Sets	35	(1)
Communications Servers (Nobody Makes PBXs Anymore)	35	(1)
Gateways and Gatekeepers	36	(1)
Gateways	36	(1)
Introduction	36	(2)
Economics	38	(1)
IP Links Already in Place	38	(1)
International Communications	39	(1)
Compression and CODECs	39	(1)
Transmission Technologies	39	(1)
Voice-over-IP (VoIP)	39	(2)
Voice-over-ATM (VoATM)	41	(1)
Voice-over-Frame Relay	41	(1)
Cost Factors	42	(1)
Quality of Service and Delay Sensitivity	43	(1)
Equipment and Configuration Considerations	43	(1)
Voice-over-MPLS	44	(1)
Roadblocks to IP Telephony	45	(1)
Gatekeepers	45	(1)
Signaling Protocols	46	(1)
Example Applications of IP Telephony	47	(1)
Summary	47	(2)
CTI Concepts and Applications	49	(30)
Introduction	49	(1)
General Functions of CTI	49	(1)
Basic Architecture	50	(2)
APIs and CT Standards	52	(7)
TAPI	53	(2)
TSAPI	55	(1)
JTAPI	55	(3)
CSTA	58	(1)
Linux Telephony API	58	(1)
ActiveX	59	(1)
Using Component Software	59	(1)
Distributed versus Desktop CT	60	(1)
SMS Controls	60	(1)
Interoperability Standards	61	(2)
MVIP	61	(1)
H.100 and H.110	62	(1)
S.100, S.200, and S.300	62	(1)
H.323	62	(1)
SIP	63	(1)
LDAP	63	(1)
Develop versus Buy	63	(1)
Application Generators and CT Architecture	64	(1)
Middleware Example	65	(9)
An Example Middleware Product: Concentric Solutions	65	(9)
Other Examples of CTI Applications	74	(3)
Travel Plan Example	74	(1)
Banking Example	75	(1)
How to Use the Demo	75	(1)
Another Help Desk Package	76	(1)
Summary	77	(2)
Interactive Voice Response	79	(30)
Why IVR?	79	(1)
IVR Feature Sets	80	(2)
Representative Systems	82	(3)
Hardware	82	(2)
Development Software Example: Script Builder, Voice@Work, and @Work Studio	84	(1)
Applications of IVR	85	(4)
General Benefits	85	(1)
Specific Applications	86	(1)
Outbound Messaging and Audiotext	87	(1)
Call Center Applications	88	(1)
Fax-on-Demand	89	(1)
Applications Development	90	(5)
Omnivox Omniview	90	(2)
Pronexus VBVoice	92	(3)
Speech Recognition	95	(4)
Beyond Touch-Tone	95	(1)
Security	96	(1)
Voice Dialer --- Parlance	97	(2)
Name Dialer --- Avaya	99	(1)
Text-to-Speech (TTS)	99	(1)
VoiceXML	100	(3)
Some Alternative Approaches	102	(1)
IVR Performance and Tuning	103	(2)
Sizing and Capacity Planning	103	(1)
Sizing the IVR System	104	(1)
IVR Design	105	(2)
Good Practices	105	(1)
Reporting and Remote Monitoring	105	(2)
Summary	107	(2)
Unified Messaging	109	(10)
Introduction	109	(1)
Benefits of UM	109	(1)
Basic Architecture	110	(3)
Varieties of UM and Design Considerations	113	(1)
VPIM	114	(2)
A UM Package Checklist	116	(1)
Internet Call Waiting	117	(1)
Summary	117	(2)
Wireless Technologies	119	(10)
Introduction	119	(1)
Wireless Applications	119	(6)
Extensions Off the PBX	119	(2)
Cordless PBXs	121	(1)
Wireless Handset Features	121	(1)
Wireless Headsets	122	(1)
Bluetooth Technology	122	(2)
Some Technologies Relevant to Bluetooth	124	(1)
Summary	125	(4)
Contact Center Technology and Management	129	(30)
Introduction	129	(1)
Contact Center Management and Standards for Agent Performance	130	(8)
Workforce Management and Forecasting	138	(1)
CRM Analysis and Data Mining	139	(1)
Good IVR Design	140	(1)
Agent Recording and Monitoring	141	(5)
Multi-Site Design and Technical Architecture	146	(1)
Integrated Features	147	(1)
Web Integration and the Multimedia Call Center	148	(1)
Example Internet Contact Center	149	(5)
Contact Center Physical Design	154	(1)
Predictive Dialing Systems	155	(1)
Contact Center Trends	156	(1)
Summary	157	(2)
Telemanagement and Outsourcing	159	(12)
Introduction	159	(1)
The Ideal Case	159	(1)
Caveat Emptor: The Downside	160	(1)
Negotiating the Agreement	161	(2)
SLAs	163	(3)
Telemanagement Example: QuantumShift	166	(2)
Call Center Outsourcing	168	(1)
Summary	169	(2)
Telecom Cost Management and Call Accounting	171	(38)
Introduction	171	(12)
How to Reduce Telecom Expenses (The ``Cliff Notes'' Version)	171	(2)
Getting Started	173	(1)
Develop a Cost Management Vision	173	(1)
Get a First Cut on the Expenses	173	(1)
Auditing Telecom Expenses	174	(3)
Technical and Structural Changes	177	(1)
On-Net/Off-Net	177	(2)
IP Telephony and Voice-over-IP	179	(1)
Wide Area Networking	180	(1)
Negotiate Favorable Terms	180	(2)
Consider Outsourcing	182	(1)
Negotiating Carrier Rates and Services	183	(1)
Getting Started: Collecting Data on the Current Environment	183	(1)
Getting the Best Deal: A Negotiating Checklist	184	(4)
A Comparison Spreadsheet	188	(1)
Outsourced Services	188	(2)
Monitoring Carrier Service Levels	190	(2)
Example of Carrier Service Level Specifications	192	(1)
Maintaining Optimum Discounts in a Decentralized Organization	193	(1)
Service Levels and Organizational Requirements	194	(1)
Call Accounting and Telephony Management Systems	194	(13)
Call Accounting	195	(1)
Call Detail Recording Systems	195	(1)
Call Buffer Box	196	(1)
Call Accounting System	197	(1)
Implement a Directory	197	(1)
Cost Allocation	197	(1)
Basic Calling Accounting Reporting	198	(3)
Right to Privacy and Telephony Policy	201	(1)
Cabling and Wiring Management System	202	(1)
Elements of the Cable Infrastructure	203	(1)
Types of Cabling	204	(1)
Getting the Cabling Information into the Database	205	(1)
Asset Inventory and Management	206	(1)
Summary	207	(2)
Preparing the Request for Proposal	209	(12)
Introduction	209	(1)
Request for Proposal versus Request for Quotation	209	(1)
RFP Preparation	210	(4)
Educating the Selection Committee	210	(1)
Organizational Participation	211	(1)
Consulting Expertise	211	(2)
Format of the RFP	213	(1)
The ``Rehab'' Option	213	(1)
Evaluation of Responses	214	(4)
Quantitative Factors	214	(1)
Qualitative Factors	215	(1)
Financial Analysis	216	(2)
Summary	218	(3)
Telephony Security	221	(20)
Introduction	221	(1)
Toll Fraud	222	(5)
Maintenance Port Protection	222	(1)
Common-Sense Calling Restrictions	222	(2)
Toll-Fraud Insurance	224	(1)
Tight Controls over Tandem Trunk Calling	224	(1)
Forwarding of Extensions to Dial Tone	225	(1)
Operators, Employees, and Social Engineering Techniques	225	(1)
Third-Party Charges	225	(1)
Call Accounting Reports	225	(1)
Calling Card Theft	225	(1)
Fax-on-Demand Server	226	(1)
Internal Billing System	227	(1)
Hardware/Software Monitoring and Toll-Restricting Tools	227	(1)
Business Loss Due to Disclosure of Confidential Information	227	(2)
Malicious Pranks	229	(1)
Wireless Security	229	(9)
Background	230	(3)
The ISO Stack	233	(1)
Wireless Risks	233	(1)
Defenses	234	(1)
Awareness and Simple Procedures	234	(1)
Technical Solutions	235	(1)
A Hole in the Fabric of Wireless Security	236	(1)
Traditional Security Methods Still Work	236	(1)
Auditing Wireless Security	236	(2)
Using Security Tools to Offer More Services	238	(2)
Summary	240	(1)
Implementing Telephony Systems	241	(14)
Introduction	241	(1)
The Project Team	241	(1)
The User Advisory Group/Implementation Committee	242	(1)
Survey of the Current Environment	243	(3)
Nonstop Applications	246	(1)
Station Reviews	246	(1)
End-User Training	247	(1)
Build the Dial Plan, Class-of-Service, and Routing Tables	248	(2)
Equipment Readiness and Rollout	250	(1)
Software Installation for the Switch	250	(1)
Adjunct Processing	251	(1)
Set Up Help Desk	251	(1)
Perform a Preparedness Review	252	(1)
Detailed Cutover Plan	252	(1)
Backout Plan	253	(1)
Summary	254	(1)
Trends and Directions	255	(130)
Appendixes
Appendix A Web Sites of Interest	259	(16)
Appendix B Recommended Reading	275	(2)
Appendix C CTI Success Stories	277	(22)
Appendix D Telecom Glossary	299	(34)
Appendix E Sample Service Level Agreement	333	(8)
Appendix F Sample Request for Proposal	341	(44)
Index	385