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Computer Telephony Integration
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Author: William Yarberry, William A. Yarberry
List Price: $69.95
Our Price: Click to see the latest and low price
ISBN: 0849399955
Publisher: CRC Press (24 September, 1999)
Edition: Hardcover
Sales Rank: 147,848
Average Customer Rating: 5 out of 5
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Customer ReviewsRating: 5 out of 5
Telephony 101
A re-organization in our company placed telecom services under the Administration Department. Not having a technical background, I was a bit concerned about my new operational and technical responsibilities. The world of Communications always seemed so complicated. I found this book to be right on target. The concepts of CTI, Unified Messaging and especially implementation of telephony systems were clearly explained and logical. An unexpected chapter on cost management was extremely valuable in Operations. This is not a programming book but a very helpful resource to an individual making decisions on CTI/Telephony systems. There are plenty of examples and illustrations from real systems. The best part is that it was written in plain, easy-to-understand English. I tried to read telecommunications books many times but they were so technical they proved to be a great cure for insomnia. This book covers traditional Telephony basics, security, management tools and even has an outline for an RFP for PBX and Voice Mail systems. It gives a view of tomorrow's technology providing negatives as well as the positives of new technology such as Voice over IP. The only negative is that I wish the book were a little longer.
Rating: 5 out of 5
Telephony Resources
I found this book to be practical and well written. It had a strong section on IVR, including a good discussion on application generators. CTI was covered, as well as standards and typical business uses. The call center reporting chapter was a little weak but the other chapters on VoIP, telephony implementation, call accounting and security overcame this limitation. Also, I like the author's writing style. He stays focused on the topic and makes good use of the book real estate.
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