 |
Business Telecom Systems: A Guide to Choosing
the Best Technologies and Services
by Kerstin Day Peterson, softcover, 442 pages, 2000, $24.95 |
Overview
This comprehensive book is certain to get you up to speed on telecommunications topics and terminology. More importantly, it is written for the business person, and is appropriate written in layman's terms. We would call this book non-technical/user-friendly.
You'll learn about:
- Telecom technologies
- How to buy key systems, PBXs, and communications servers
- Digital transport technologies and how they work
- All about computer telephony integration and voice over IP
- Local access, the Telecom Act of 1996, and competitive carriers made simple
- Adjunct technologies such as fax, IVR, call accounting, and voicemail
- Call centers and automatic call distribution (ACD)
Also included are a ready-to-use Request For Proposal (RFP) and hundreds of vendors and government references.
Table of Contents
- Introduction: Telecom Basics
- The History of the Telephone
- The Telecommunications Act of 1996, the Local Loop, and CLEC (Competitive Local Exchange Carriers)
- Consultants and Subcontractors
- Choosing a Dealer
- The Secondary Market
- How to Install a Phone System
- Key Systems
- Private Branch Exchanges (PBX)
- Communications Servers
- Repeaters and Routers
- Centrex Service
- Call Center Technology
-
Phone System Equipment List
- An easy-to-use list of key systems PBXs and communication servers by manufacturer
-
Phone System Manufacturer List
- Major phone system and communications server manufacturers' contact information
-
Cabling and Wiring: Basics and Standards
- Color codes, types, and kinds of wire and categories
- Structured Wiring Systems
-
Telemanagement
- PC-based software systems for organizing and tracking your phone system and structured wiring system
-
Wiring Diagrams
- Color-coded diagram for common jack and modular plug wiring
-
Fax
- Basic fax technologies, fax protocols, and standards, plus fax on demand (FOD) and fax servers
- Voicemail
- Interactive Voice Response (IVR) and Auto Attendants
- Call Accounting
-
Power Protection
- How to protect and condition your communications system
- Trunks, Dialing Plans, and Local Service
- T-1 Carriers
-
Long Distance Services
- The North American Numbering Plan (NANP), international calling, The Prescribed Interexchange Carrier (PIC), Charge CIC (carrier identification codes) and dial-around, toll-free services, and how to buy long distance services
-
New Area Codes
- Splits vs. overlays
-
Area Codes List
- An updated list of new area codes
-
Analog Transmission, Multiplexing, and Circuits
- Frequency division multiplexing, central office trunks, analog private lines, tie lines and direct inward dialing
-
Signaling and ANI (Automatic Number Identification)
- Color-coded diagrams for common jack and modular plug wiring.
-
Data Communications, Digital Voice and the OSI Model 287
- Digital voice, analog to digital conversion, pulse code modulation (PCM), SNA and SDLC, plus signaling system 7 (SS7) and Internet standards
- Integrated Digital Services Network (ISDN)
- Frame Relay
- Asynchronous Transfer Mode (ATM)
- Digital Subscriber Line (xDSL)
- Computer Telephony Integration (CTI)
-
Voice Over the Internet or Intranets
- The Internet protocol
- Unified Messaging
-
Enhanced Services Platform
- International callback and calling cards
- Sample Design KeySheet
- List of Agencies and Organizations
- Glossary - all the technical terms in this book defined
Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks
Off
Help Desk Institute
Telecom Books
Communication
Skills
Call Center Monitoring
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