The Irwin Handbook of Telecommunications Management / Edition 3

The Irwin Handbook of Telecommunications Management / Edition 3

by James Harry Green, Gary C. Yee, Barbara G. Wells, Robert L. Talbert, Michael Posey

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ISBN-10: 0071370587

ISBN-13: 9780071370585

Pub. Date: 03/22/2001

Publisher: McGraw-Hill Professional Publishing

Information and Solutions for Today's Telecommunications Systems

Regardless of your industry, you’ll find James Harry Green’s The Irwin Handbook of Telecommunications Management, Third Edition an authoritative how-to solutions manual for every telecommunications management question. Now comprehensively revised and updated, this classic resource


Information and Solutions for Today's Telecommunications Systems

Regardless of your industry, you’ll find James Harry Green’s The Irwin Handbook of Telecommunications Management, Third Edition an authoritative how-to solutions manual for every telecommunications management question. Now comprehensively revised and updated, this classic resource provides hands-on techniques for understanding today's major technological changes — and incorporating them into your organization's telecom strategy. Covering the entire spectrum of 21st century telecommunications, the Handbook makes it easy to locate, understand, and implement:

* Long-range planning, feasibility analysis, and forecasting

* The selection and management of telecom equipment and services, writing and evaluating responses to RFPs, managing long distance services, and more

* Management of a telecom facility — including PBX and key telephone equipment, automatic call distributors, voice processing equipment, local area networks and Internets, wide area networks, convergence, and video and audio conferencing equipment

* Specific techniques for effective cost containment

* Telecommunications operations — from fraud and disaster prevention to project management, quality control, security and more

Product Details

McGraw-Hill Professional Publishing
Publication date:
Edition description:
Product dimensions:
7.60(w) x 9.30(h) x 2.13(d)

Table of Contents

List of Figuresxv
List of Tablesxix
Part 1Principles of Telecommunications Management and Planning1
Chapter 1Introduction to Telecommunications Management3
The Job of Telecommunications Management5
Chapter 2The Telecommunications Act of 199615
Introduction to the Telecommunications Act16
Effects of the Telecommunications Act of 199625
Chapter 3Telecommunications Strategic Planning29
Strategic Telecommunications Planning29
Planning for New Technologies43
Chapter 4Current and Long-Range Planning53
Overview of the Problem-Solving Process54
The Telecommunications System Planning Process55
Fundamental Planning60
Documenting and Presenting the Plan63
Current Planning Techniques66
Chapter 5Feasibility Analysis71
Financial Evaluation Techniques72
Use of a Personal Computer in Feasibility Studies84
Feasibility Study: A Case History86
Selling the Plan to Higher Management97
Chapter 6Forecasting Telecommunications Services101
Why Forecast?102
Sources of Forecast Information107
Forecasting Methods110
Case History: Forecasting Call Center Workload Requirements116
Part 2Selecting Telecommunications Services and Equipment123
Chapter 7Developing Requirements and Specifications125
Developing Requirements and Specifications126
Developing Requirements: Sources of Information126
Types of Specifications133
Chapter 8Writing Requests for Proposals137
Purpose of an RFP138
When to Use an RFP140
Elements of an RFP141
How to Prepare an RFP150
Validating the RFP151
Alternatives to the RFP152
Chapter 9Evaluating Responses to Requests for Proposals155
Overview of the Product Selection Process156
Life-Cycle Analysis: A Case Study165
Technical Evaluation171
Choosing the Product176
Chapter 10Managing Long-Distance Services177
Principles of Long-Distance Service Selection178
Long-Distance Alternatives183
Toll-Free Service187
Other Long-Distance Services and Issues189
IXC Selection Considerations199
Chapter 11Selecting Local Exchange Services
Precompetitive Local Networks202
Competitive Local Networks203
LEC Selection Considerations210
Chapter 12Managing Internet Services221
ISP Architectures223
Evaluating ISP Service228
ISP Selection Considerations229
Chapter 13Wiring Plans and Equipment Rooms235
Wiring Media236
Structured Wiring System Standards240
Building Entrance Cabling248
Equipment Rooms252
Backbone Cable254
Vendor Selection Considerations263
Part 3Managing Telecommunications Facilities267
Chapter 14Managing PBX and Key Telephone Equipment269
Differences in Switching System Types271
Major PBX System Features273
PBX Administration286
Selecting Key Telephone Systems288
Switching System Selection Considerations289
Chapter 15Managing Automatic Call Distributors293
Elements of Automatic Call Distribution Systems296
Major ACD System Features301
Setting Call Center Objectives305
The ACD Process310
ACD Management Information Systems312
Computer-Telephone Integration315
Web Site Integration316
ACD Selection Considerations317
Chapter 16Managing Voice Processing Equipment323
Voice Mail324
Automated Attendant333
Interactive Voice Response334
Fax on Demand336
Speech Recognition337
Voice Processing Selection Considerations337
Chapter 17Managing Local Area Networks and Internets343
Local Area Network Operating Systems344
Local Area Network Hardware347
Managing Local Area Network Internets352
Local Area Network Facility Selection Considerations363
Chapter 18Managing Wide Area Networks371
Data Network Alternatives372
Wide Area Network Selection Considerations386
Chapter 19Managing Video and Audio Conferencing Equipment399
Video Standards400
Videoconferencing Equipment402
Network Requirements for Videoconferencing405
Videoconferencing Administration408
Audio Conferencing409
Conferencing System Selection Considerations411
Chapter 20Managing Convergence415
Convergence Alternatives417
Justifying the Converged Network422
Convergence Selection Considerations425
Part 4Telecommunications Cost Control427
Chapter 21Controlling Telecommunications Costs429
Telecommunications Bill Processing431
Auditing Telecommunications Bills435
Auditing Interexchange Carrier Bills442
Controlling Maintenance Costs448
Controlling Rearrangement Costs449
Buying from the Secondary Market449
Call Accounting Systems451
Call Accounting Selection Considerations455
PBX Features for Controlling Costs460
Chapter 22Benchmarking Telecommunications Results463
Benefits of Benchmarking464
How to Begin465
Administrative Costs472
Choosing Benchmarking Partners473
Capitalizing on the Process474
Chapter 23Contracting and Outsourcing477
Equipment Purchases478
Contracting for Consulting Services483
Long-Distance Contracts493
Procuring Installation, Maintenance, and Administrative Services494
Chapter 24Sizing and Optimizing Voice Circuits501
Fundamentals of Traffic Engineering502
Sources of Traffic Usage Information520
Case Study: Using Traffic Theory to Optimize Local Trunks524
Chapter 25Optimizing Data Network Bandwidth529
Internetworking Design532
Network Quality of Service536
Part 5Operations Planning and Execution545
Chapter 26Developing a Telecommunications Operations Plan547
Service-Ordering Process548
Maintaining Records549
Telemanagement Systems556
Service Evaluation Plan560
Receiving and Analyzing Trouble Reports568
The Telecommunications Operations Review571
Telemanagement System Selection Considerations572
Chapter 27Disaster Prevention and Recovery575
The Emergency Response Team575
Disaster Prevention578
Controlling Equipment and Service Hazards580
Chapter 28Cutover Planning and Management587
Planning the Cutover588
Change Control591
Conducting Network Facility and Station Reviews592
Establishing a Fallback Plan598
Testing the New System598
Post-cutover Follow-up599
Cutover Task Lists600
Chapter 29Telecommunications Project Management611
Project Management Overview612
Project Scheduling Techniques617
Project Management and Control622
Chapter 30Resale of Telecommunications Services625
Forms of Resale626
Forms of Resale626
Resale Opportunities for Property Developers630
Customer-Owned Coin Telephones631
Chapter 31Controlling Telecommunications Quality637
Transmission Quality638
Managing Data Network Quality650
Transmission Measurements651
Transmission Enhancement654
Transmission Traps for the Unwary656
Chapter 32Managing Telecommunications Security661
Principles of Telecommunications Security663
Security Methods670
Chapter 33Preventing Toll Fraud677
Call-Sell Operations678
Insider Theft684
Voice Mail Hacking685
Switchboard Scams685
Toll Fraud Do's and Don'ts686
Chapter 34Network Maintenance and Testing689
Troubleshooting Techniques690
Matching Test Equipment to the Strategy698
Test Equipment Selection Considerations700
Chapter 35Network Management Systems705
Functions of a Network Management System706
Network Control713
Purposes of a Network Control Center713
Simple Network Management Protocol721
Remote Monitoring724
Network Management System Evaluation Considerations725
Appendix AThe Telecommunications Act of 1996729
Appendix BTraffic Tables741
Appendix CFinancial Tables759
Appendix DCode of Ethics of the Society of Telecommunications Consultants765
Appendix ERequest for Proposals Preparation Guide767
Appendix FSources of Additional Information803
Appendix GFeature Definitions of Telecommunications Systems813
Appendix HTelecommunications System Operations Review829
Appendix ITelecommunications Policy Manual833
Appendix JTelecommunications Acronym Dictionary839
Appendix KGlossary of Telecommunications Terms847

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