Introduction to Telephony: Understanding Telephone Systems and Services,9781578200351

Introduction to Telephony: Understanding Telephone Systems and Services

by
Edition: 3rd
ISBN13: 9781578200351
ISBN10: 1578200350
Format: Paperback
Pub. Date: 1999-04-01
Publisher(s): Elsevier Science Ltd
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Summary

Purchasing and managing a telephone system can be a challenge for businesses. Among the practical advice offered in this book are: how to order services and equipment, how to get a fair price, how to ensure good service to callers, and how to stay flexible.

Table of Contents

PART I -- The Basics
Historical Perspective ``The Way It Was Affects The Way It Is Today''
3(26)
Telecommunications Industry History: A Personal View
3(7)
Purchasing Habits For Telephone Systems and Services
10(8)
Telephony vs. Computer Industry Cultures: Why Can't We All Just Get Along?
18(2)
A View From DIgby 4 Group, Inc
20(9)
The Telephone
29(26)
Parts of the Telephone
31(11)
Digital vs. Analog Telephones
42(2)
Defining The Telephone By What It Does
44(11)
The Telecommunications Industry
55(24)
Long distance Carriers
56(3)
Regional Bell Operating Companies
59(2)
Independent Telephone Companies
61(1)
Local Telephone companies
61(6)
Telephone System Installation and Maintenance Companies and Manufactures
67(4)
Specialized Telecommunications Equipment Companies
71(1)
Telephone Installation and Maintenance Companies
72(1)
Cabling Companies
73(1)
Telecommunications Management Software Companies
74(1)
Consulting and Telecommunications Management Support Companies
75(1)
Local Area Network Installation and Maintenance Companies (VARS)
75(4)
PART II -- Hardware
Telephone Systems: PBX and Key
79(48)
System Design
80(7)
Telephone System Capabilities
87(10)
Understanding Your Own System
97(1)
Hardware Inside The PBX Cabinet
97(8)
How The PBX Works
105(3)
PBX Growth and System Sizing
108(1)
Disaster Recovery Planning
109(1)
Trends In PBX Evolution
110(5)
A Telephone System Request For Proposal
115(12)
Automatic Call Distribution Systems (ACD)
127(20)
ACD Hardware
128(1)
ACD System Features
129(14)
Network Services Often Associated With Call Centers
143(2)
The Call Center Approach to Office Telephone Systems
145(2)
Voice Mail and Automated Attendant
147(18)
Definition by How it Sounds to the Caller
147(2)
Physical Components
149(1)
Different Ways of Setting it Up
150(2)
Using Automated Attendant
152(1)
Voice Mail System Features
153(1)
Voice Mail System Components
154(3)
Voice Mail Administration
157(2)
Voice Mail System Implementation and Integration with the PBX
159(2)
Networking Voice Mail Among Multiple Locations
161(1)
Voice Mail Service Bureaus
162(3)
Call Accounting and Facilities Management Systems
165(22)
Call Accounting
165(8)
Facilities Management
173(4)
Characteristics Of a Good Telemanagement System
177(10)
PART III -- Transmision
Cable
187(28)
Copper Cable
187(2)
The Concept of Speed or Bandwidth
189(1)
Jacks
190(3)
Main and Intermediate Distribution Frames
193(4)
Grounding
197(1)
Coaxial Cable
198(2)
Fiber Optic Cable
200(3)
Selecting and Purchasing Cable and Installation
203(1)
Building Cabling Systems
204(2)
Cabling Standards
206(9)
Outside Lines and Transmission
215(34)
Circuits to Connect Your Telephone System To The Local and Long distance Network
215(10)
Telecommunications Circuits Not Typically connected to the PBX
225(8)
Transmission
233(8)
Hardware for Digital Circuits
241(1)
Other Transmission Hardware
241(2)
Analong vs. Digital
243(6)
PART IV -- Interactive Systems
Interactive Voice Response (IVR)
249(12)
What is IVR?
249(2)
IVR and The Client/Server Model
251(1)
How The IVR Provides Information
251(5)
IVR Management Information Available
256(1)
IVR Implementation
257(4)
Fax Servers
261(28)
What is a Fax Server?
261(1)
Fax Mail
262(3)
Fax-on-Demand
265(24)
PART V -- Computer Telephony
Computer Telephony
289(1)
IVR
290(1)
Fax Server
290(1)
Screen Pop
290(1)
Unified Messaging
291(1)
Placing Calls From The computer Database
291(1)
IP Telephony
291(2)
Communications Servers
293(1)
History of Computers and Telephones Merging
293(1)
Erector Set Computer Telephony
294(5)
Windows Telephony
299(2)
Telephone Call Control
301(4)
Feature Activation
305(1)
Two Approaches to Computer Telephony Integration
306(1)
Unified Messaging
307(6)
Network As A Platform
313

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