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Irwin Handbook of Telecommunications Management

ISBN-10: 0071370587

ISBN-13: 9780071370585

Edition: 3rd 2001 (Revised)

Authors: James H. Green, Joseph T. DiPiro, Terry Schwinghammer, Gary R. Matzke, Michael Posey

List price: $99.00
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Book details

List price: $99.00
Edition: 3rd
Copyright year: 2001
Publisher: McGraw-Hill Companies, The
Publication date: 3/22/2001
Binding: Hardcover
Pages: 875
Size: 7.50" wide x 9.50" long x 2.50" tall
Weight: 3.784
Language: English

Author Profiles Terry L. Schwinghammer, PharmD, FCCP, FASHP, BCPS Professor and Chair Department of Clinical Pharmacy West Virginia University School of Pharmacy Morgantown, WVJulia M. Koehler, PharmD Associate Professor and Chair Department of Pharmacy Practice, Butler University College of Pharmacy and Health Sciences Clinical Pharmacist in Family Medicine Methodist Hospital and the Indiana University-MethodistFamily Practice Center Clarian Health Partners Indianapolis, IN

Preface
List of Figures
List of Tables
Principles of Telecommunications Management and Planning
Introduction to Telecommunications Management
The Job of Telecommunications Management
The Telecommunications Act of 1996
Introduction to the Telecommunications Act
Effects of the Telecommunications Act of 1996
Summary
Telecommunications Strategic Planning
Strategic Telecommunications Planning
Planning for New Technologies
Summary
Current and Long-Range Planning
Overview of the Problem-Solving Process
The Telecommunications System Planning Process
Fundamental Planning
Documenting and Presenting the Plan
Current Planning Techniques
Summary
Feasibility Analysis
Financial Evaluation Techniques
Use of a Personal Computer in Feasibility Studies
Feasibility Study: A Case History
Selling the Plan to Higher Management
Summary
Forecasting Telecommunications Services
Why Forecast?
Sources of Forecast Information
Forecasting Methods
Case History: Forecasting Call Center Workload Requirements
Summary
Selecting Telecommunications Services and Equipment
Developing Requirements and Specifications
Developing Requirements and Specifications
Developing Requirements: Sources of Information
Types of Specifications
Summary
Writing Requests for Proposals
Purpose of an RFP
When to Use an RFP
Elements of an RFP
How to Prepare an RFP
Validating the RFP
Alternatives to the RFP
Summary
Evaluating Responses to Requests for Proposals
Overview of the Product Selection Process
Life-Cycle Analysis: A Case Study
Technical Evaluation
Choosing the Product
Summary
Managing Long-Distance Services
Principles of Long-Distance Service Selection
Long-Distance Alternatives
Toll-Free Service
Other Long-Distance Services and Issues
IXC Selection Considerations
Summary
Selecting Local Exchange Services
Precompetitive Local Networks
Competitive Local Networks
LEC Selection Considerations
Summary
Managing Internet Services
ISP Architectures
Evaluating ISP Service
ISP Selection Considerations
Summary
Wiring Plans and Equipment Rooms
Wiring Media
Structured Wiring System Standards
Building Entrance Cabling
Equipment Rooms
Backbone Cable
Vendor Selection Considerations
Summary
Managing Telecommunications Facilities
Managing PBX and Key Telephone Equipment
Differences in Switching System Types
Major PBX System Features
PBX Administration
Selecting Key Telephone Systems
Switching System Selection Considerations
Summary
Managing Automatic Call Distributors
Elements of Automatic Call Distribution Systems
Major ACD System Features
Setting Call Center Objectives
The ACD Process
ACD Management Information Systems
Computer-Telephone Integration
Web Site Integration
ACD Selection Considerations
Summary
Managing Voice Processing Equipment
Voice Mail
Automated Attendant
Interactive Voice Response
Fax on Demand
Speech Recognition
Voice Processing Selection Considerations
Summary
Managing Local Area Networks and Internets
Local Area Network Operating Systems
Local Area Network Hardware
Managing Local Area Network Internets
Local Area Network Facility Selection Considerations
Summary
Managing Wide Area Networks
Data Network Alternatives
Wide Area Network Selection Considerations
Summary
Managing Video and Audio Conferencing Equipment
Video Standards
Videoconferencing Equipment
Network Requirements for Videoconferencing
Videoconferencing Administration
Audio Conferencing
Conferencing System Selection Considerations
Summary
Managing Convergence
Convergence Alternatives
Justifying the Converged Network
Convergence Selection Considerations
Summary
Telecommunications Cost Control
Controlling Telecommunications Costs
Telecommunications Bill Processing
Auditing Telecommunications Bills
Auditing Interexchange Carrier Bills
Budgeting
Controlling Maintenance Costs
Controlling Rearrangement Costs
Buying from the Secondary Market
Call Accounting Systems
Call Accounting Selection Considerations
PBX Features for Controlling Costs
Summary
Benchmarking Telecommunications Results
Benefits of Benchmarking
How to Begin
Administrative Costs
Choosing Benchmarking Partners
Capitalizing on the Process
Summary
Contracting and Outsourcing
Equipment Purchases
Contracting for Consulting Services
Long-Distance Contracts
Procuring Installation, Maintenance, and Administrative Services
Outsourcing
Summary
Sizing and Optimizing Voice Circuits
Fundamentals of Traffic Engineering
Sources of Traffic Usage Information
Case Study: Using Traffic Theory to Optimize Local Trunks
Summary
Optimizing Data Network Bandwidth
Internetworking Design
Network Quality of Service
Summary
Operations Planning and Execution
Developing a Telecommunications Operations Plan
Service-Ordering Process
Maintaining Records
Telemanagement Systems
Service Evaluation Plan
Receiving and Analyzing Trouble Reports
The Telecommunications Operations Review
Telemanagement System Selection Considerations
Summary
Disaster Prevention and Recovery
The Emergency Response Team
Disaster Prevention
Controlling Equipment and Service Hazards
Summary
Cutover Planning and Management
Planning the Cutover
Change Control
Conducting Network Facility and Station Reviews
Standards
Establishing a Fallback Plan
Testing the New System
Post-cutover Follow-up
Cutover Task Lists
Summary
Telecommunications Project Management
Project Management Overview
Project Scheduling Techniques
Project Management and Control
Summary
Resale of Telecommunications Services
Forms of Resale
Forms of Resale
Resale Opportunities for Property Developers
Customer-Owned Coin Telephones
Summary
Controlling Telecommunications Quality
Transmission Quality
Managing Data Network Quality
Transmission Measurements
Transmission Enhancement
Transmission Traps for the Unwary
Summary
Managing Telecommunications Security
Principles of Telecommunications Security
Security Methods
Summary
Preventing Toll Fraud
Call-Sell Operations
Insider Theft
Voice Mail Hacking
Switchboard Scams
Toll Fraud Do's and Don'ts
Summary
Network Maintenance and Testing
Troubleshooting Techniques
Matching Test Equipment to the Strategy
Test Equipment Selection Considerations
Summary
Network Management Systems
Functions of a Network Management System
Network Control
Purposes of a Network Control Center
Simple Network Management Protocol
Remote Monitoring
Network Management System Evaluation Considerations
Summary
The Telecommunications Act of 1996
Traffic Tables
Financial Tables
Code of Ethics of the Society of Telecommunications Consultants
Request for Proposals Preparation Guide
Sources of Additional Information
Feature Definitions of Telecommunications Systems
Telecommunications System Operations Review
Telecommunications Policy Manual
Telecommunications Acronym Dictionary
Glossary of Telecommunications Terms
Bibliography
Index