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

Michael Bayer0071359877, 9780071359870, 9780071369367

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 specificationsA thorough explanation of CTI and how to implement and extend call processing functionalityCoverage 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 telephonyReal-world scenarios that demonstrate how CT technology can improve business and day-to-day life

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Table of contents :
Computer Telephony Demystified……Page 1
Symbols……Page 2
Other McGraw-Hill Books of Interest……Page 4
Copyright……Page 7
Contents……Page 10
Sidebars……Page 26
Figures……Page 28
Tables……Page 39
Acknowledgments……Page 41
Introduction……Page 43
Ch1 What is Computer Telephony?……Page 51
1.1 Importance of Telephony……Page 57
1.2 Importance of Computers……Page 58
1.3 Communications & Collaboration Technology……Page 60
1.3.1 Overall Vision for C&C……Page 62
1.3.2 Five Disciplines of C&C Technology……Page 63
1.3.3 Bringing it All Together……Page 65
1.4 Telephone Systems……Page 66
1.5 Computer Telephony……Page 69
1.6 Switching Fabric……Page 71
1.7 CTI……Page 72
1.7.2 Telephone Control……Page 74
1.8 Media Services……Page 75
1.9 Telephony Administration……Page 76
1.10 CT Everywhere……Page 77
1.10.1 Interoperability……Page 78
1.10.2 Three Phases of CT Evolution……Page 81
1.10.3 CT Plug & Play……Page 87
1.11 CT Technology, Products & Solutions……Page 88
1.11.1 CT Solution Categories……Page 89
1.12 Conclusion……Page 93
Ch2 CT Solutions & Benefits……Page 95
2.1 Who Benefits from CT? (CT Value Chain)……Page 96
2.1.1 Telephone Service Providers……Page 97
2.1.2 Telephone Equipment Vendors……Page 98
2.1.3 Computer Hardware Vendors……Page 100
2.1.4 Operating System Vendors……Page 101
2.1.5 Telephony Software Developers……Page 102
2.1.6 Mainstream Application Developers……Page 103
2.1.7 CT System Integrators……Page 104
2.1.8 CT System Customers……Page 105
2.1.9 CT System Users……Page 106
2.2 CT Solutions……Page 107
2.3 Screen-Based Telephony……Page 108
2.4 Mobile CTI……Page 110
2.5 Power Dialing……Page 114
2.6 Personal Telephone System……Page 116
2.7 Personal Telephone Agent……Page 118
2.8 Interactive Voice Response (IVR)……Page 119
2.9 Help Desk……Page 120
2.10 Call Center……Page 123
2.11 IP Telephone System……Page 125
2.12 Ecommerce Business……Page 126
2.13 Conclusions……Page 129
Ch3 Telephony Concepts……Page 131
3.1.1 Switching Resources……Page 133
3.1.3 Devices……Page 134
3.1.5 Interfaces……Page 135
3.2 Switching……Page 136
3.2.1 Telephone Calls……Page 137
3.2.2 Media Stream Channels……Page 138
3.2.3 Switching Concepts……Page 139
3.2.4 Telephony Switching Fabric……Page 141
3.2.5 Telephone Networks: Inside the Cloud……Page 143
3.3 Fundamental Objects……Page 144
3.3.1 Calls……Page 145
3.3.3 Connections……Page 146
3.3.5 Symmetric & Asymmetric Communication……Page 149
3.3.6 Point-to-Point & Multi-Point Calls……Page 150
3.4 Connection States……Page 154
3.4.1 Seven Connection State Model……Page 155
3.5 Graphical Notation……Page 157
3.5.1 Representing Directional Connections……Page 159
3.5.2 Connection State Representation……Page 161
3.6 Call Control Services……Page 162
3.7 Media Resources……Page 165
3.7.3 Telephony Tone Detectors & Generators……Page 166
3.7.4 Media Services……Page 170
3.8.1 Public, Private & Virtual Private Networks……Page 175
3.8.2 Multiple Carriers in Public Network……Page 176
3.8.3 Telephone Equipment……Page 178
3.8.4 Modeling Telephone Switches……Page 180
3.8.5 Modeling Telephone Station Equipment……Page 182
3.8.6 Modeling Telephone Networks……Page 184
3.9 Review……Page 186
Ch4 Telephony Devices……Page 189
4.1 Telephone Stations……Page 190
4.1.1 Physical & Logical Device Elements……Page 191
4.1.2 Auditory Apparatus……Page 193
4.1.3 Hookswitch……Page 194
4.1.4 Ringer……Page 195
4.1.5 Dial Pad Buttons & Function Buttons……Page 198
4.1.6 Lamps……Page 199
4.1.8 Display……Page 201
4.2 Network Interface Devices……Page 203
4.3.1 Call Processing……Page 205
4.3.3 Pick Group Device……Page 206
4.3.4 ACD Device……Page 207
4.3.5 ACD Group Device……Page 208
4.3.6 Hunt Group Device……Page 209
4.4 Logical Device Elements & Appearances……Page 210
4.4.1 Call Appearances……Page 211
4.4.2 Addressability……Page 212
4.4.3 Appearance Types……Page 213
4.5 Device Configurations……Page 223
4.5.1 Logical Element Only……Page 224
4.5.2 Basic……Page 225
4.5.3 Multiple Logical Elements……Page 226
4.5.4 Multiple Appearance……Page 228
4.5.5 Bridged……Page 229
4.5.6 Hybrid……Page 230
4.6 Addressing Devices……Page 231
4.6.1 Directory Numbers & Dial Plans……Page 232
4.6.2 Addressing in Public Network……Page 233
4.6.3 Dial Strings……Page 237
4.6.4 Canonical Phone Numbers……Page 241
4.6.5 Switching Domain Representation……Page 244
4.6.6 Device Numbers……Page 247
4.7 Review……Page 248
Ch5 Call Processing Features & Services……Page 251
5.1 Basic, Supplementary & Extended Services……Page 252
5.3 Basic Services……Page 253
5.3.1 Make Call……Page 254
5.3.2 Answer Call……Page 256
5.3.3 Clear Connection……Page 257
5.4.1 Make Call & Initiated State……Page 258
5.4.2 Dial Digits for Multi-Stage Dialing……Page 259
5.4.3 External Outgoing Calls……Page 260
5.4.5 Dial Plan Management & Least Cost Routing……Page 262
5.4.6 Prompting……Page 266
5.4.7 Make Predictive Call……Page 267
5.5.1 CallerID & Automatic Number Identification (ANI)……Page 269
5.5.2 Dialed Number Identification Service (DNIS)……Page 271
5.5.3 Last Redirected Device……Page 272
5.5.5 Correlator Data……Page 273
5.5.6 User Data……Page 274
5.6 External Incoming Calls……Page 275
5.6.1 Fixed Network Interface Device Association……Page 276
5.6.2 Selectable Device Association……Page 277
5.6.3 Attendant……Page 282
5.7.1 Do Not Disturb……Page 284
5.7.3 Queuing……Page 286
5.7.5 ACD Group & Hunt Group Features & Services……Page 287
5.7.6 Parking & Picking……Page 289
5.8.1 Forwarding Types……Page 292
5.9 Offering……Page 296
5.9.2 Deflecting……Page 297
5.10.2 Pickup……Page 299
5.11 Suspending Calls……Page 301
5.11.1 Hold……Page 302
5.11.2 Consult……Page 303
5.11.3 Retrieve……Page 305
5.11.5 Reconnect……Page 306
5.12.1 Transfer with Consult……Page 307
5.12.2 Single Step Transfer……Page 308
5.13.1 Conference……Page 309
5.13.3 Join……Page 311
5.13.4 Silent Participation……Page 312
5.14.1 Call Failure Handling……Page 313
5.14.2 Camp on Call……Page 314
5.14.3 Call Back……Page 316
5.14.4 Call Back Message……Page 318
5.14.5 Intrude……Page 319
5.14.6 Recall……Page 320
5.15.1 Clear Connection……Page 321
5.15.2 Clear Call……Page 323
5.16 Review……Page 324
Ch6 CTI Concepts……Page 327
6.1.1 Observation & Control……Page 328
6.1.2 Manual vs CTI Interfaces……Page 329
6.1.4 Security……Page 332
6.1.5 Vendor Specific Extensions……Page 333
6.2.1 CTI Messages……Page 334
6.2.2 Parametrization……Page 335
6.3 Modular CTI Systems……Page 336
6.3.1 Inter-Component Boundaries……Page 337
6.3.3 Organizing Components into Systems……Page 338
6.4 Service Boundaries & Domains……Page 340
6.4.2 Switching Domain……Page 342
6.4.3 Computing Domain……Page 343
6.4.4 Service Boundary Context……Page 344
6.4.6 Programmatic Interfaces……Page 346
6.4.7 Fundamental CTI System Configurations……Page 348
6.5.1 Switching Domain Scope……Page 351
6.5.2 First-Party Call Control……Page 353
6.5.3 Third-Party Call Control……Page 354
6.6 CTI Service Requests & Events……Page 355
6.6.1 CTI Events……Page 357
6.6.2 Service Requests……Page 360
6.6.3 Negative Acknowledgments……Page 363
6.6.4 Positive Acknowledgments……Page 364
6.6.5 Atomic & Multi-Step Services……Page 365
6.7.1 Device Identifiers……Page 368
6.7.3 Call & Connection Identifiers……Page 371
6.8.1 Protocol & Version Negotiation……Page 373
6.8.2 Capabilities Exchange……Page 374
6.9.1 System Status……Page 377
6.9.3 Monitoring……Page 378
6.9.4 Device Maintenance……Page 381
6.10 Routing Services……Page 382
6.11 Media Stream Binding……Page 384
6.11.1 Media Stream Binding Concepts……Page 385
6.11.2 Media Stream Binding Model……Page 386
6.11.3 Tone Detection……Page 387
6.12 Vendor Specific Extensions……Page 389
6.13 Review……Page 390
Ch7 Media Services Concepts……Page 393
7.1 Media Services Abstraction……Page 394
7.1.1 Media Processing Model……Page 395
7.1.2 Media Resources……Page 396
7.1.3 Media Services Interface……Page 399
7.1.4 Media Access Devices……Page 400
7.1.5 Media Service Instances……Page 401
7.2 Media Services Clients……Page 0
7.2.1 Client-server Operation……Page 403
7.2.2 Media Services Client Types……Page 405
7.2.3 Media Services Client Operation……Page 406
7.3 Media Resource Allocation……Page 407
7.3.1 Dedicated & Sharable Media Resources……Page 408
7.3.2 Monolithic & Modular Media Servers……Page 410
7.3.3 Media Group Concept……Page 412
7.3.4 Primary Resources……Page 413
7.3.5 Secondary Resources……Page 416
7.3.6 Media Stream Arbitration……Page 417
7.3.7 Inter-Group Media Streams……Page 418
7.3.8 Group Configuration……Page 420
7.3.9 Static & Dynamic Resource Allocation……Page 421
7.4.1 Signal Detector Resources……Page 423
7.4.3 Player Resources……Page 424
7.4.4 Text-to-Speech (TTS) Resources……Page 425
7.4.6 Automatic Speech Recognition (ASR) Resources……Page 426
7.4.7 Fax Resources……Page 428
7.5 Media Service Interfaces……Page 430
7.5.1 Runtime Control……Page 431
7.5.2 Local Data Storage & Manipulation……Page 432
7.5.3 Media Call Control Services……Page 434
7.5.4 Call Presentation……Page 435
7.5.5 Media Group Handoff……Page 436
7.6 Review……Page 437
Ch8 Switching Fabric Implementation……Page 439
8.1 Switching Resources……Page 440
8.1.1 Switching Control Function……Page 441
8.1.2 Media Stream Interconnection……Page 442
8.1.3 Media Stream Channels……Page 443
8.1.4 Signaling……Page 444
8.1.5 Transmission Facilities & Networks……Page 445
8.2.1 Voice Bandwidth……Page 447
8.2.2 Isochronous Streams……Page 448
8.2.3 Latency……Page 449
8.3 Interconnection Technologies……Page 451
8.3.2 Switch Matrix……Page 452
8.3.3 Switch Bus……Page 456
8.3.4 Memory-Based Switching……Page 459
8.3.5 Multi-Point Call Support……Page 460
8.3.6 Distributed Switching Implementations……Page 461
8.3.8 Interconnection Resource Availability……Page 465
8.4 Analog Circuits……Page 466
8.4.1 POTS……Page 470
8.4.2 DTMF Feature Codes……Page 471
8.4.3 Hookswitch Flash……Page 472
8.4.6 Call Waiting Indication……Page 473
8.4.7 Proprietary Second Pair Signaling……Page 474
8.4.8 Analog Telephone Station Equipment……Page 475
8.5.1 Digitizing Voice……Page 476
8.5.2 Pair Gain Concept……Page 478
8.5.3 Digital Signal Level Hierarchy……Page 479
8.5.4 T-1 & E-1……Page 480
8.5.5 ISDN-BRI……Page 482
8.5.6 Proprietary Digital Subscriber Loops……Page 490
8.5.7 ISDN Primary Rate Interface (PRI)……Page 491
8.5.8 DSL……Page 492
8.5.9 Sonet……Page 493
8.5.10 ATM……Page 494
8.5.12 Cable TV Networks……Page 495
8.6 Packet-based Virtual Circuits……Page 496
8.6.1 Packetization vs TDM……Page 498
8.6.2 Voice Compression……Page 499
8.6.5 Voice over IP (VoIP)……Page 500
8.6.6 IP Media Stream Channel Protocols……Page 503
8.6.7 IP Switching Fabric Endpoint Signaling Protocols……Page 504
8.6.8 IP Switching Fabric Control Protocols……Page 508
8.7.1 Wireless Telephony……Page 510
8.7.3 Infrared Wireless……Page 511
8.7.4 Radio Frequency Wireless……Page 512
8.7.5 Wireless Link Attributes……Page 513
8.8 Review……Page 517
Ch9 Administration……Page 519
9.1 Fault Monitoring……Page 521
9.1.1 ECTF M.500……Page 522
9.2 Configuration……Page 523
9.2.1 Off-line, On-line, Start-up, Shut-down……Page 524
9.2.4 Command Line Interfaces……Page 525
9.2.6 Directory Services……Page 526
9.3.1 ECTF R.100……Page 528
9.4 Security……Page 529
9.5 Accounting……Page 532
9.6 Review……Page 533
Ch10 Telephony Equipment & Services……Page 535
10.1 Assembling Telephone System……Page 536
10.2 Conventional Telephone Switches……Page 539
10.2.1 Front-End Switches……Page 540
10.2.2 Key Systems……Page 542
10.2.3 PBXs……Page 544
10.3.1 OA&M Interfaces……Page 546
10.3.2 Telemanagement Systems……Page 549
10.3.3 Voice Mail……Page 550
10.3.4 Universal Mailbox……Page 551
10.3.6 Cross Connect……Page 552
10.4 Telephone Stations……Page 553
10.4.1 Single-line Telephone……Page 554
10.4.2 Bridged Line……Page 555
10.4.3 Key Telephones……Page 556
10.4.4 Multiple Line Telephones……Page 557
10.4.5 Multiple Appearance Telephones……Page 558
10.4.6 Assistant’s Telephone……Page 560
10.4.7 Attendant Console……Page 561
10.4.8 Desk Sets……Page 563
10.4.9 Wireless Telephones……Page 567
10.4.10 Multi-Function Telephone Stations……Page 569
10.5.2 Call Blockers & Call Announcers……Page 570
10.5.3 Media Access Products……Page 571
10.6.1 Monolithic Servers……Page 572
10.6.2 Open Servers……Page 573
10.6.3 ECTF Reference Framework……Page 574
10.6.4 Chassis……Page 575
10.6.6 Host-Based Resources……Page 576
10.7 Telephony Gateways & IADs……Page 577
10.8.2 Network Gateways……Page 582
10.8.3 Stations……Page 583
10.8.4 Station Servers……Page 584
10.8.8 CTI Clients……Page 586
10.9 Telephone Service Providers……Page 587
10.9.3 Individual Subscriber Lines……Page 588
10.9.5 Combination Trunks……Page 589
10.9.7 Tie Lines & Private Networks……Page 590
10.9.9 Off-Premises Extensions (OPX)……Page 591
10.9.11 VPN……Page 593
10.9.13 Hosted IP Telephony……Page 594
10.10 Review……Page 599
Ch11 CT System Configurations……Page 601
11.1 Hardware Components……Page 602
11.1.2 Multi-User Computer……Page 603
11.1.4 Telephone Stations……Page 604
11.1.5 Telephone Station Peripheral……Page 605
11.1.6 CTI Server……Page 606
11.1.7 Media Server……Page 607
11.1.9 Call Processing & Switching Control Server……Page 608
11.1.11 CPE Switch……Page 609
11.1.12 Hybrids……Page 610
11.2.1 CTI Session & Media Services Session……Page 612
11.2.2 LAN……Page 614
11.2.3 Serial Cable & Serial Bus……Page 615
11.2.4 Infrared (IR)……Page 616
11.2.5 Bluetooth……Page 617
11.2.6 Dial-Up……Page 618
11.3 Proprietary CT Protocols……Page 619
11.3.2 Protocol Mapper Hardware……Page 622
11.3.3 Protocol Mapper Code……Page 623
11.4 CTI Sessions & CTI Protocols……Page 624
11.5 Media Services Sessions……Page 629
11.6.1 Basic Direct-Connect Configuration……Page 630
11.6.2 Direct-Connect Mapper Configurations……Page 632
11.6.3 Direct-Connect Media Access Configurations……Page 634
11.6.5 Smart Phone Infrared & Bluetooth Configuration……Page 636
11.6.6 Serial-Based Telephone Station Peripheral Configuration……Page 637
11.6.7 Add-In Board Configuration……Page 638
11.7.1 Basic Client-Server Configuration……Page 640
11.7.2 Client-Server Mapper Configurations……Page 642
11.7.3 Client-Server Media Services Binding Configurations……Page 644
11.7.4 LAN Dial-Up Bridge Configuration……Page 647
11.7.6 LAN Dial-Up Bridge Configuration/SVD……Page 648
11.7.7 CO-Server Dial-Up……Page 649
11.7.8 CO-Server Remote Access/SVD……Page 650
11.8 Client-Client Configurations……Page 651
11.9 Review……Page 652
Ch12 CT Software Components……Page 655
12.1.1 CT Value Chain……Page 656
12.1.3 Programmatic Interfaces……Page 657
12.2 CTI Software Framework……Page 659
12.3 CTI Server Implementations……Page 664
12.3.1 CT Plug & Play Servers……Page 666
12.3.2 Proprietary Interface Servers……Page 668
12.4.1 R/W Interfaces……Page 669
12.4.2 Software Mappers……Page 672
12.4.3 CT Plug & Play Client Implementations……Page 673
12.4.4 API-Specific Adapter Software……Page 675
12.5 CTI Low-Level Application Programming Interfaces (APIs)……Page 679
12.5.1 ECTF C.100: JTAPI……Page 683
12.5.2 Windows Telephony: TAPI……Page 686
12.5.3 Macintosh Telephony Architecture: Telephone Manager……Page 690
12.5.4 TSAPI……Page 693
12.6 Media Services Software Frameworks……Page 695
12.6.1 Media Services Available for Media Binding……Page 697
12.7.1 ECTF S.100……Page 699
12.7.2 ECTF S.410: JTAPI Media……Page 701
12.7.4 Windows Media Access Interfaces……Page 703
12.8 Screen-based Telephone Applications……Page 704
12.8.1 User Interface……Page 707
12.8.2 Functionality & Feedback……Page 713
12.8.3 Support for Telephony-Aware Applications……Page 714
12.9 Programmed Telephony Applications……Page 715
12.9.1 Programmed Telephony Application Categories……Page 717
12.9.2 Commercial Programmed Telephony Applications……Page 719
12.9.3 User Interface Considerations……Page 721
12.10 Telephony-Aware Applications……Page 726
12.10.1 Windows Telephony: Assisted Telephony……Page 727
12.10.2 Macintosh Telephony Architecture: Telephony Apple Events……Page 728
12.11 Creating Custom CT Solutions: Using Off-the-Shelf Software……Page 731
12.12 Review……Page 732
Ch13 CT Solution Examples……Page 737
13.1 Screen-Based Telephony……Page 738
13.1.2 CT Software Components……Page 739
13.2 Mobile CTI……Page 741
13.2.2 CT Software Components……Page 742
13.3.1 CT System Configuration……Page 744
13.3.2 CT Software Components……Page 745
13.4 Personal Telephone System……Page 746
13.4.1 CT System Configuration……Page 747
13.4.2 CT Software Components……Page 748
13.5.1 CT System Configuration……Page 750
13.5.2 CT Software Components……Page 751
13.6.1 CT System Configuration……Page 753
13.6.2 CT Software Components……Page 754
13.7.1 CT System Configuration……Page 755
13.7.2 CT Software Components……Page 756
13.8 Call Center……Page 759
13.8.1 CT System Configuration……Page 760
13.8.2 CT Software Components……Page 761
13.9 IP Telephone System……Page 764
13.9.1 CT System Configuration……Page 765
13.9.2 CT Software Components……Page 766
13.10 Ecommerce Business……Page 770
13.10.1 CT System Configuration……Page 771
13.10.2 CT Software Components……Page 772
13.11 Conclusion……Page 776
Bibliography……Page 779
Index……Page 783
About the Author……Page 836