Computer Telephony IntegrationCRC Press, 24/09/1999 - 312 من الصفحات In this real-world guide for telephony decision makers, the author presents practical techniques for selecting, implementing, and managing voice communications systems-including Voice over IP. It enables buyers to focus on telephony systems that fit their organization's needs. It provides a wealth of new ideas that will enable them to provide new services, existing services at a lower cost, and "zero downtime" service levels. It helps them to quickly articulate a telephony strategy that encompasses large and small offices, domestic and international locations, and a heterogeneous hardware/software environment. |
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الصفحة 18
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الصفحة 21
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الصفحة 22
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الصفحة 23
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الصفحة 27
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المحتوى
Telephony Basics | 1 |
Voice Communications Architectural Design | 21 |
Interactive Voice Response Systems | 33 |
Fundamentals of CTI | 57 |
Unified Messaging | 87 |
Call Center Management | 97 |
Preparing the Request for Proposal RFP | 117 |
Implementing Telephony Systems | 129 |
Negotiating Carrier Rates and Services | 191 |
Outsourcing Options and ServiceLevel Agreements | 205 |
PBX and Voice Mail Systems | 215 |
Appendix B Sample System Parameters | 249 |
Appendix C | 256 |
Pallas Athene Reproductions Inc | 257 |
CTI Success Stories | 261 |
Appendix E Representative Telephony and Communication Vendors | 277 |
Voice over IP | 143 |
Call Accounting and Telephony Management Systems | 163 |
Telephony Security | 179 |
Appendix F Additional Telecommunications Web Sites | 283 |
ABOUT THE AUTHOR | 285 |
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عبارات ومصطلحات مألوفة
3Com ActiveX Address agent allows analog applications Apropos Technology architecture cable call accounting call center call detail call detail records caller calling card carrier Centrex circuits configuration connection costs database desktop dialing plan Dobos e-mail employees equipment Escalate Ethernet example Exhibit extension FastCall Frame Relay functions Gulik hardware Help Desk implementation incoming call installation interface internal Internet ISDN IVR system JTAPI long-distance Lucent minutes monitoring multiple operating options organization outsourcing package percent ports predictive dialers priority problem proposed system PSTN queue recording reports response routing Seagate Software server service provider signal specific station switch telecommunications telephone number tion traffic TSAPI unified messaging users vendors voice mail voice mail system Voice over IP VoIP wait WorldWide Access/Verio