| Sidebars | p. XXIII |
| Figures | p. XXV |
| Tables | p. XXXVII |
| Acknowledgments | p. XXXIX |
| Introduction | p. XLI |
| What Is Computer Telephony? | p. 1 |
| The Importance of Telephony | p. 7 |
| The Importance of Computers | p. 8 |
| Communications and Collaboration Technology | p. 10 |
| Telephone Systems | p. 16 |
| Computer Telephony | p. 19 |
| Switching Fabric | p. 21 |
| CTI | p. 22 |
| Media Services | p. 25 |
| Telephony Administration | p. 26 |
| CT Everywhere | p. 27 |
| CT Technology, Products, and Solutions | p. 38 |
| Conclusion | p. 43 |
| CT Solutions and Benefits | p. 45 |
| Who Benefits from CT? (The CT Value Chain) | p. 46 |
| CT Solutions | p. 57 |
| Screen-Based Telephony | p. 58 |
| Mobile CTI | p. 60 |
| Power Dialing | p. 64 |
| Personal Telephone System | p. 66 |
| Personal Telephone Agent | p. 68 |
| Interactive Voice Response (IVR) | p. 69 |
| Help Desk | p. 70 |
| Call Center | p. 73 |
| IP Telephone System | p. 75 |
| Ecommerce Business | p. 76 |
| Conclusions | p. 79 |
| Telephony Concepts | p. 81 |
| Telephony Resource Framework | p. 83 |
| Switching | p. 86 |
| Fundamental Objects | p. 94 |
| Connection States | p. 104 |
| Graphical Notation | p. 107 |
| Call Control Services | p. 112 |
| Media Resources | p. 115 |
| Equipment and Network Options | p. 125 |
| Review | p. 136 |
| Telephony Devices | p. 139 |
| Telephone Stations | p. 140 |
| Network Interface Devices | p. 153 |
| Call Routing Resources | p. 155 |
| Logical Device Elements and Appearances | p. 160 |
| Device Configurations | p. 173 |
| Addressing Devices | p. 181 |
| Review | p. 198 |
| Call Processing Features and Services | p. 201 |
| Basic, Supplementary, and Extended Services | p. 202 |
| Features | p. 203 |
| Basic Services | p. 203 |
| Placing Calls | p. 208 |
| Call Associated Information | p. 219 |
| External Incoming Calls | p. 225 |
| Call Routing | p. 234 |
| Forwarding and Coverage | p. 242 |
| Offering | p. 246 |
| Answering | p. 249 |
| Suspending Calls | p. 251 |
| Transfer | p. 257 |
| Multi-party Calls | p. 259 |
| Call Failure | p. 263 |
| Dropping Calls and Participants | p. 271 |
| Review | p. 274 |
| CTI Concepts | p. 277 |
| CTI Abstraction | p. 278 |
| The CTI Interface | p. 284 |
| Modular CTI Systems | p. 286 |
| Service Boundaries and Domains | p. 290 |
| Switching Domain Abstraction | p. 301 |
| CTI Service Requests and Events | p. 305 |
| Identifiers: Referencing Switching Domain Objects | p. 318 |
| CTI Interoperability | p. 323 |
| Status Reporting | p. 327 |
| Routing Services | p. 332 |
| Media Stream Binding | p. 334 |
| Vendor Specific Extensions | p. 339 |
| Review | p. 340 |
| Media Services Concepts | p. 343 |
| Media Services Abstraction | p. 344 |
| Media Services Clients | p. 352 |
| Media Resource Allocation | p. 357 |
| Media Resource Abstractions | p. 373 |
| Media Service Interfaces | p. 380 |
| Review | p. 387 |
| Switching Fabric Implementation | p. 389 |
| Switching Resources | p. 390 |
| Quality of Service (QoS) | p. 397 |
| Interconnection Technologies | p. 401 |
| Analog Circuits | p. 416 |
| Digital Circuits | p. 426 |
| Packet-based Virtual Circuits | p. 446 |
| Wireless Circuits | p. 460 |
| Review | p. 467 |
| Administration | p. 469 |
| Fault Monitoring | p. 471 |
| Configuration | p. 473 |
| Performance Management | p. 478 |
| Security | p. 479 |
| Accounting | p. 482 |
| Review | p. 483 |
| Telephony Equipment and Services | p. 485 |
| Assembling a Telephone System | p. 486 |
| Conventional Telephone Switches | p. 489 |
| Switch Peripherals and Add-Ons | p. 496 |
| Telephone Stations | p. 503 |
| Telephone Station Peripherals | p. 520 |
| Media Servers and Server Components | p. 522 |
| Telephony Gateways and IADs | p. 527 |
| iPBX | p. 532 |
| Telephone Service Providers | p. 537 |
| Review | p. 549 |
| CT System Configurations | p. 551 |
| Hardware Components | p. 552 |
| CT Communication Links | p. 562 |
| Proprietary CT Protocols | p. 569 |
| CTI Sessions and CTI Protocols | p. 574 |
| Media Services Sessions | p. 579 |
| Direct-Connect Configurations | p. 580 |
| Client-Server Configurations | p. 590 |
| Client-Client Configurations | p. 601 |
| Review | p. 602 |
| CT Software Components | p. 605 |
| CT Software Component Hierarchy | p. 606 |
| CTI Software Framework | p. 609 |
| CTI Server Implementations | p. 614 |
| CTI Client Implementation | p. 619 |
| CTI Low-Level Application Programming Interfaces (APIs) | p. 629 |
| Media Services Software Frameworks | p. 645 |
| Media Services Application Programming Interfaces (APIs) | p. 649 |
| Screen-Based Telephone Applications | p. 654 |
| Programmed Telephony Applications | p. 665 |
| Telephony-Aware Applications | p. 676 |
| Creating Custom CT Solutions: Using Off-the-Shelf Software | p. 681 |
| Review | p. 682 |
| CT Solution Examples | p. 687 |
| Screen-Based Telephony | p. 688 |
| Mobile CTI | p. 691 |
| Power Dialing | p. 694 |
| Personal Telephone System | p. 696 |
| Personal Telephone Agent | p. 700 |
| Interactive Voice Response System | p. 703 |
| Help Desk | p. 705 |
| Call Center | p. 709 |
| IP Telephone System | p. 714 |
| Ecommerce Business | p. 720 |
| Conclusion | p. 726 |
| Bibliography | p. 729 |
| Index | p. 733 |
| About the Author | p. 765 |
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