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Computer Telephony Integration, Second Edition

By William A. Yarberry, Jr.

Auerbach Publications – 2002 – 432 pages

Purchasing Options:

  • Add to CartHardback: $129.95
    978-0-8493-1438-4
    December 16th 2002

Description

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.

Contents

PREFACE

TELEPHONY BASICS

History of Telecommunications

PSTN (Public Switched Telephone)

Carrier Structure and Numbering Scheme

Digital Communications Concepts

Carrier Systems

The Telephony Process

Equipment

IP TELEPHONY

IP Telephony Architecture

Gateways

CTI CONCEPTS AND APPLICATIONS

General Functions of CTI

Basic Architecture

APIs and CT Standards

Using Component Software

Distributed versus Desktop CT

Interoperability Standards

Develop versus Buy

Application Generators and CT Architecture

Middleware Example

Other Examples of CTI Applications

INTERACTIVE VOICE RESPONSE

Why IVR?

IVR Feature Sets

Representative Systems

Applications of IVR

Applications Development

Speech Recognition

Text-to-Speech (TTS)

VoiceXML

IVR Performance and Tuning

IVR Design

UNIFIED MESSAGING

Benefits of UM

Basic Architecture

Varieties of UM and Design Considerations

VPIM

A UM Package Checklist

Internet Call Waiting

WIRELESS TECHNOLOGIES

Wireless Applications

CONTACT CENTER TECHNOLOGY AND MANAGEMENT

Contact Center Management and Standards for Agent Performance

Workforce Management and Forecasting

CRM Analysis and Data Mining

Good IVR Design

Agent Recording and Monitoring

Multisite Design and Technical Architecture

Integrated Features

Web Integration and the Multimedia Call Center

Example Internet Contact Center

Contact Center Physical Design

Predictive Dialing Systems

Contact Center Trends

TELEMANAGEMENT AND OUTSOURCING

The Ideal Case

Caveat Emptor: The Downside

Negotiating the Agreement

SLAs

Telemanagement Example: QuantumShift

Call Center Outsourcing

TELECOM COST MANAGEMENT AND CALL ACCOUNTING

Negotiating Carrier Rates and Services

Getting Started: Collecting Data on the Current Environment

Getting the Best Deal: A Negotiating Checklist

A Comparison Spreadsheet

Outsourced Services

Monitoring Carrier Service Levels

Example of Carrier Service Level Specifications

Maintaining Optimum Discounts in a Decentralized Organization

Service Levels and Organizational Requirements

Call Accounting and Telephony Management Systems

PREPARING THE REQUEST FOR PROPOSAL (RFP)

Request for Proposal versus Request for Quotation

RFP Preparation

Evaluation of Responses

TELEPHONY SECURITY

Toll Fraud

Business Loss Due to Disclosure of Confidential Information

Malicious Pranks

Wireless Security

Using Security Tools to Offer More Services

IMPLEMENTING TELEPHONY SYSTEMS

The Project Team

The User Advisory Group/Implementation Committee

Survey of the Current Environment

Nonstop Applications

Station Reviews

Build the Dial Plan, Class of Service, and Routing Tables

Equipment Readiness and Rollout

Software Installation for the Switch

Adjunct Processing

Set Up Help Desk

Perform a Preparedness Review

Detailed Cutover Plan

Backout Plan

TRENDS AND DIRECTIONS

APPENDIXES

Web Sites of Interest

Recommended Reading

CTI Success Stories

Telecom Glossary

Sample Service Level Agreement

Sample Request for Proposal

Every chapter begins with an introduction and concludes with a summary

Name: Computer Telephony Integration, Second Edition (Hardback)Auerbach Publications 
Description: By William A. Yarberry, Jr.. 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...
Categories: Telecommunications, Networks