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