2nd Edition

Computer Telephony Integration

By William A. Yarberry, Jr. Copyright 2002
    432 Pages 58 B/W Illustrations
    by Auerbach Publications

    Continue Shopping

    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.

    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