Computer telephony demystified : putting CTI, media services and IP telephony to work

Title:

Personal Author:

Bayer, Michael (Michael Thomas)

Publication Information:

New York : McGraw-Hill, 2001

Physical Description:

1v + 1 CD-ROM (CP 1115)

ISBN:

9780071359870

Subject Term:

Internet telephony

TCP/IP (Computer network protocol)

Telephone systems

Mobile communication systems

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000004476820	TK5105.8865 B39 2001	Open Access Book	Book	Searching... Unknown

Computer telephony is the telephony technologies, products, and solutions based on off-the-shelf computer technology. This text offers an introductory level of coverage, the IP telephony coverage is lower level (aimed more at telecom and call centre managers).

Sidebars	p. XXIII
Figures	p. XXV
Tables	p. XXXVII
Acknowledgments	p. XXXIX
Introduction	p. XLI
1. What Is Computer Telephony?	p. 1
1.1. The Importance of Telephony	p. 7
1.2. The Importance of Computers	p. 8
1.3. Communications and Collaboration Technology	p. 10
1.4. Telephone Systems	p. 16
1.5. Computer Telephony	p. 19
1.6. Switching Fabric	p. 21
1.7. CTI	p. 22
1.8. Media Services	p. 25
1.9. Telephony Administration	p. 26
1.10. CT Everywhere	p. 27
1.11. CT Technology, Products, and Solutions	p. 38
1.12. Conclusion	p. 43
2. CT Solutions and Benefits	p. 45
2.1. Who Benefits from CT? (The CT Value Chain)	p. 46
2.2. CT Solutions	p. 57
2.3. Screen-Based Telephony	p. 58
2.4. Mobile CTI	p. 60
2.5. Power Dialing	p. 64
2.6. Personal Telephone System	p. 66
2.7. Personal Telephone Agent	p. 68
2.8. Interactive Voice Response (IVR)	p. 69
2.9. Help Desk	p. 70
2.10. Call Center	p. 73
2.11. IP Telephone System	p. 75
2.12. Ecommerce Business	p. 76
2.13. Conclusions	p. 79
3. Telephony Concepts	p. 81
3.1. Telephony Resource Framework	p. 83
3.2. Switching	p. 86
3.3. Fundamental Objects	p. 94
3.4. Connection States	p. 104
3.5. Graphical Notation	p. 107
3.6. Call Control Services	p. 112
3.7. Media Resources	p. 115
3.8. Equipment and Network Options	p. 125
3.9. Review	p. 136
4. Telephony Devices	p. 139
4.1. Telephone Stations	p. 140
4.2. Network Interface Devices	p. 153
4.3. Call Routing Resources	p. 155
4.4. Logical Device Elements and Appearances	p. 160
4.5. Device Configurations	p. 173
4.6. Addressing Devices	p. 181
4.7. Review	p. 198
5. Call Processing Features and Services	p. 201
5.1. Basic, Supplementary, and Extended Services	p. 202
5.2. Features	p. 203
5.3. Basic Services	p. 203
5.4. Placing Calls	p. 208
5.5. Call Associated Information	p. 219
5.6. External Incoming Calls	p. 225
5.7. Call Routing	p. 234
5.8. Forwarding and Coverage	p. 242
5.9. Offering	p. 246
5.10. Answering	p. 249
5.11. Suspending Calls	p. 251
5.12. Transfer	p. 257
5.13. Multi-party Calls	p. 259
5.14. Call Failure	p. 263
5.15. Dropping Calls and Participants	p. 271
5.16. Review	p. 274
6. CTI Concepts	p. 277
6.1. CTI Abstraction	p. 278
6.2. The CTI Interface	p. 284
6.3. Modular CTI Systems	p. 286
6.4. Service Boundaries and Domains	p. 290
6.5. Switching Domain Abstraction	p. 301
6.6. CTI Service Requests and Events	p. 305
6.7. Identifiers: Referencing Switching Domain Objects	p. 318
6.8. CTI Interoperability	p. 323
6.9. Status Reporting	p. 327
6.10. Routing Services	p. 332
6.11. Media Stream Binding	p. 334
6.12. Vendor Specific Extensions	p. 339
6.13. Review	p. 340
7. Media Services Concepts	p. 343
7.1. Media Services Abstraction	p. 344
7.2. Media Services Clients	p. 352
7.3. Media Resource Allocation	p. 357
7.4. Media Resource Abstractions	p. 373
7.5. Media Service Interfaces	p. 380
7.6. Review	p. 387
8. Switching Fabric Implementation	p. 389
8.1. Switching Resources	p. 390
8.2. Quality of Service (QoS)	p. 397
8.3. Interconnection Technologies	p. 401
8.4. Analog Circuits	p. 416
8.5. Digital Circuits	p. 426
8.6. Packet-based Virtual Circuits	p. 446
8.7. Wireless Circuits	p. 460
8.8. Review	p. 467
9. Administration	p. 469
9.1. Fault Monitoring	p. 471
9.2. Configuration	p. 473
9.3. Performance Management	p. 478
9.4. Security	p. 479
9.5. Accounting	p. 482
9.6. Review	p. 483
10. Telephony Equipment and Services	p. 485
10.1. Assembling a Telephone System	p. 486
10.2. Conventional Telephone Switches	p. 489
10.3. Switch Peripherals and Add-Ons	p. 496
10.4. Telephone Stations	p. 503
10.5. Telephone Station Peripherals	p. 520
10.6. Media Servers and Server Components	p. 522
10.7. Telephony Gateways and IADs	p. 527
10.8. iPBX	p. 532
10.9. Telephone Service Providers	p. 537
10.10. Review	p. 549
11. CT System Configurations	p. 551
11.1. Hardware Components	p. 552
11.2. CT Communication Links	p. 562
11.3. Proprietary CT Protocols	p. 569
11.4. CTI Sessions and CTI Protocols	p. 574
11.5. Media Services Sessions	p. 579
11.6. Direct-Connect Configurations	p. 580
11.7. Client-Server Configurations	p. 590
11.8. Client-Client Configurations	p. 601
11.9. Review	p. 602
12. CT Software Components	p. 605
12.1. CT Software Component Hierarchy	p. 606
12.2. CTI Software Framework	p. 609
12.3. CTI Server Implementations	p. 614
12.4. CTI Client Implementation	p. 619
12.5. CTI Low-Level Application Programming Interfaces (APIs)	p. 629
12.6. Media Services Software Frameworks	p. 645
12.7. Media Services Application Programming Interfaces (APIs)	p. 649
12.8. Screen-Based Telephone Applications	p. 654
12.9. Programmed Telephony Applications	p. 665
12.10. Telephony-Aware Applications	p. 676
12.11. Creating Custom CT Solutions: Using Off-the-Shelf Software	p. 681
12.12. Review	p. 682
13. CT Solution Examples	p. 687
13.1. Screen-Based Telephony	p. 688
13.2. Mobile CTI	p. 691
13.3. Power Dialing	p. 694
13.4. Personal Telephone System	p. 696
13.5. Personal Telephone Agent	p. 700
13.6. Interactive Voice Response System	p. 703
13.7. Help Desk	p. 705
13.8. Call Center	p. 709
13.9. IP Telephone System	p. 714
13.10. Ecommerce Business	p. 720
13.11. Conclusion	p. 726
Bibliography	p. 729
Index	p. 733
About the Author	p. 765

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