Computer Telephony Demystified: Putting CTI, Media Services, and IP Telephony to Work

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Reshape your world with computer telephony

The existing telephone infrastructure is quickly being replaced with products, systems, and solutions based on off-the-shelf computer technology. Michael Bayer's Computer Telephony Demystified gives you everything you need to take advantage of customizable telephony technology. Perfect for everyone from call center managers, network planners, and CIOs, to telecom engineers, this is the one-stop, plain-English tutorial and reference book on this hot topic. You'll find concept-clarifying illustrations and plenty of answers and insights into this key technology area, including:
A complete framework for designing and evaluating products, services, and solutions based on all relevant CT standards specifications
A thorough explanation of CTI and how to implement and extend call processing functionality
Coverage of media services technologies including Text-to-Speech (TTS) and Automatic Speech Recognition (ASR)
Integrated explanations of both traditional and next-generation switching fabric technology such as IP telephony
Real-world scenarios that demonstrate how CT technology can improve business and day-to-day life

A complete framework for designing and evaluating products, services, and solutions based on all relevant CT standards specifications. A thorough explanation of CTI and how to implement and extend call processing functionality.

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Editorial Reviews

Computer telephony (CT) applies off-the-shelf computer technology to conventional telephony, the technology that lets people use the telephone network. This book reviews the capabilities, limitations and potential of existing CT products and equipment, and discusses switching fabrics, CTI interfaces, media services and administration. The CD-ROM contains CT specifications and standards. Annotation c. Book News, Inc., Portland, OR (
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Product Details

  • ISBN-13: 9780071359870
  • Publisher: McGraw-Hill Companies, The
  • Publication date: 8/11/2000
  • Series: Demystified Series
  • Edition description: BK&CD ROM
  • Pages: 704
  • Product dimensions: 7.29 (w) x 9.13 (h) x 2.05 (d)

Read an Excerpt

Chapter 2: CT Solutions and Benefits

2.11. IP Telephone System

The telephone system used by Ian's small business, like Henrietta's call center, was only made possible by the latest advances in computer telephony technology.

Ian is the founder of a small Silicon Valley start-up company. While the company is only six months old, it has grown from a single employee to twenty-five and has moved from Ian's garage to temporary office space Ian was able to secure from a company that had outgrown its facilities. Ian projects that the company will double in size every six to twelve months and that he will need facilities for over five hundred employees within three years. This means that the company will continue to move and acquire new office space on a regular basis. Ian expects to begin splitting his workforce among multiple offices and even home offices as the company grows.

While finding office space is a challenge, an even bigger problem is picking the right telephone system. Ian needs the advanced features of a modern PBX and knows that at a minimum he'll need to deploy CTI software to support the company's customer service and technical support personnel. He needs a telephone system that grows as fast as the company and can span all of the different office facilities that the company will be using.

Ian's solution was to opt for an IP-based telephone system that is hosted by the same network service provider that provides Internet services to the company and will be providing the network connectivity between offices in the future. By delivering all telephony services through the company's Internet connection, the system can scale and adapt to whatever size anddistribution of company resources emerges in the future. The telephone system can be accessed over the Internet so employees can access it from their home offices and even from hotel rooms and client sites.

The core of the telephone system is software running on a server that is managed by the service provider but delivers all of the functionality traditionally associated with a customer owned PBX. Ian's staff can configure it from any location with Internet access and the company can add or remove users instantly. Most importantly for Ian, this telephone system solution provides complete flexibility to grow, move, and change at will while only paying for the functionality and number of users required at any given time. Ian doesn't have to make a capital investment in a PBX that would either be too big or be outgrown in a short time. The service provider operates the service and provides all of the power protection, backup systems, and security necessary to guarantee robust and reliable operation.

A key feature of the system is that it consists primarily of software running on mainstream operating systems and exposing mainstream CTI capabilities. This makes it easy for Ian to integrate off-the-shelf software that manages call flows, matches callers to technical support agents based on customer history, and supports software-based dialing applications on every workstation in the company.

2.12. Ecommerce Business

Jane is the webmistress for a popular online shopping web site specializing in cooking equipment and gourmet food. Like many "dotcom" companies, the founders began with the idea that they could easily compete with brick-and-mortar stores because all they needed was a web server and an Internet connection. The theory was that they could operate with very low overhead because they could reach a world-wide audience with a single electronic presence on the Internet. They hired Jane to build and manage the computer systems that would track inventory, manage credit card billing, and present the ecommerce store on the world wide web. They hired an operations team to take care of warehousing inventory and for picking, boxing, and shipping each order...

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Table of Contents

What is Computer Telephony CT Solutions and Benefits Telephony Concepts Devices Call Processing: Features and Services CTI Concepts Switching Fabric Media Services Concepts CT Administration Telephony CPE and Telephone Company Services System Configurations CT Software Components CT Solutions CD Info Appendices
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