Computer Telephony Demystified - Putting CTI, Media Services, and IP Telephony to Work by Bayer, Michael New York McGraw-Hill Professional, 2000 Subjects: Internet telephony.; TCP/IP (Computer network protocol); Telephone systems.; Mobile communication systems.; ISBN: 0071359877 Computer Telephony Demystified Contents Acknowledgments Introduction Chapter What Is Computer Telephony? Chapter CT Solutions and Benefits Chapter Telephony Concepts Chapter Telephony Devices Chapter Call Processing Features and Services Chapter CTI Concepts Chapter Media Services Concepts Chapter Switching Fabric Implementation Chapter Administration Chapter 10 Telephony Equipment and Services Chapter 11 CT System Configurations Chapter 12 CT Software Components Chapter 13 CT Solution Examples Bibliography Index About the Author Other McGraw-Hill Books of Interest Digital Switching Systems by Ali Dynamic Routing in Telecommunications Networks by Ash High Speed Cable Modems by Azzam Cable Communications by Bartlett Broadband Telecommunications Handbook by Bates Cellular/PCS Management by Bedell McGraw-Hill Illustrated Telecom Dictionary by Clayton ATM for Public Networks by Davis Mobile Telecommunications Networking with IS-41 by Gallagher Cellular and PCS: The Big Picture by Harte Competitive Telecommunications by Heldman Desktop Encyclopedia of Telecommunications by Muller Desktop Encyclopedia of Voice and Data Networking by Muller Mobile Telecommunications Factbook by Muller Fiber Optics Communications by Lachs Mobile Cellular Telecommunications by Lee Mobile Communications Engineering by Lee Telecommunications Factbook by Pecar Satellite Communications by Roddy Signaling System #7 by Russell Telecommunications Protocols by Russell Telecommunications Pocket Reference by Russell Telecommunications Convergence by Shepard Wireless Telecom FAQs by Smith Digital Transmission Systems by Turin Computer Telephony Demystified Computer Telephony Demystified Putting CTI, Media Services, and IP Telephony to Work Michael Bayer Disclaimer: Information has been obtained by The McGraw-Hill Companies from sources believed to be reliable However, because of the possibility of human or mechanical error by our sources, The McGraw-Hill Companies or others, The McGraw-Hill Companies does not guarantee the accuracy, adequacy, or completeness of any information and is not responsible 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of or inability to use the work, even if any of them has been advised of the possibility of such damages This limitation of liability shall apply to any claim or cause whatsoever whether such claim or cause arises in contract, tort or otherwise DOI: 10.1036/007-136936-8 To my parents, whose love, support, and encouragement – which I have always taken for granted – has been more than anyone could ever hope for Notices CallPath is a trademark of International Business Machines IEEE is a trademark of the Institute of Electrical and Electronics Engineers GeoPort is a trademark of Apple Computer, Inc IrDA is a trademark of the Infrared Data Association Mac OS is a trademark of Apple Computer, Inc Windows is a trademark of Microsoft, Inc USB is a trademark of Intel Corporation Versit is a trademark of Apple Computer, Inc., AT&T, International Business Machines, and Siemens Rolm Communications, Inc All other product names and brand names are the trademarks, registered trademarks, or service marks of their respective owners Contents Sidebars Figures Tables Acknowledgments Introduction What Is Computer Telephony? 1.1 The Importance of Telephony 1.2 The Importance of Computers 1.3 Communications and Collaboration Technology 1.3.1 Overall Vision for C&C 1.3.2 Five Disciplines of C&C Technology 1.3.3 Bringing It All Together 1.4 Telephone Systems 1.5 Computer Telephony 1.6 Switching Fabric 1.7 CTI 1.7.1 Call Control 1.7.2 Telephone Control R R.100 definition, p478 ECTF framework, p525 R/W interface definition, p608 implementation, p619 overview, p297 radio frequency in wireless circuits, p462 Read/write interface see R/W interface, p297 real-time collaboration in collaboration grid, p11 recall feature, p270 reconnect call service definition, p256 record warning telephony tone, p119 recorder media resource abstraction, p376 redial, p219 definition, p219 redirection device identifier definition, p319 reorder SIT tone, p119 reorder tone telephony tone, p118 service definition, p333 resource cards definition, p407 in media servers, p526 resulting call role, p322 retrieve call service definition, p255 retrieve park see directed pickup call, p240 reverse transfer use of directed pickup call, p250 ring again see call back call-related ringback definition, p106 telephony tone, p119 ringer definition, p145 ringing mode of alerting state, p106 robbed-bits in T-1, p432 roll-over see busy forwarding route end service definition, p333 route reject service definition, p333 route request service definition, p333 route select service definition, p333 route used service definition, p333 routing services definition, p332 routing dialog, p333 rows display attribute, p151 RTC see runtime control runtime control actions, p381 conditions, p381 definition, p381 non-persistant, p382 persistent, p382 secondary resources, p366 sets, p381 S S.100 ECTF framework, p525 in media servers, p524 media services API, p649 S.200 ECTF framework, p525 in media servers, p524 S.300 ECTF framework, p525 in media servers, p524 S.410 ECTF framework, p525 in media servers, p524 media services API, p651 SBT implementation, p654 school CT example, p5 scope switching domain, p301 screen pop CT solution category, p40 screen-based telephony CT software components, p689 CT solution category, p39 CT solution scenario, p58 CT system configuration, p689 SCSA switch bus, p407 SDP see session description protocol second phase in evolution of CT, p33 secondary call role, p322 secondary old call role, p322 secondary resources definition, p366 selectable device association definition, p227 selectable network interface device association in external calling, p226 selected-standard appearance behavior, p164 selective blocking of callerID, p221 serial bus in CT configurations, p565 serial cable in CT configurations, p565 server hosted media client definition, p353 server mapper media access, p595 server-client mapper code, p594 service boundary context, p294 definition, p292 overview, p291 service offerings call associated information, p219 CO switch, p130, p537 session description protocol technology, p457 session initiation protocol technology, p457 session/transport protocol stack implementations overview, p610 set agent status service definition, p238 set auto answer service definition, p249 Set CallerID Status service definition, p220 set forwarding service definition, p242 shared-bridged appearance behavior, p169 signal detector media resource abstraction, p373 signal generator media resource abstraction, p374 signaling definition, p394 in-band, p395 ISDN channel, p433 out-of-band, p395 Signaling System, p7 distributed switching control, p392 silence telephony tone, p120 silent participation definition, p101 feature, p262 graphical notation, p111 see also multi-point call, p101 simple calls see two-device calls simple network management protocol technology, p471 simultaneous voice and data see SVD single step conference compare to join call, p261 service definition, p261 single step conference call graphical notation, p261 with silent participation, p262 single step transfer call graphical notation, p259 service definition, p258 single-purpose programmed telephony application, p669 single-stage dialing in make call, p205 vs multi-stage dialing, p209 SIP see session initiation protocol SIT tones telephony tone, p118 six-digit translation definition, p215 smart phone in CT configurations, p555 infrared configuration, p586 serial cable/bus configuration, p586 SMDR see station message detail recording snapshot call service definition, p328 snapshot device service definition, p328 SNMP see simple network management protocol soft hold definition, p252 softswitch definition, p544 software mapper implementation, p622 software modems media access product, p521 Sonet technology, p443 sound playback definition, p122 sound record definition, p121 span digital, p431 speaker definition, p144 speaker phone definition, p143 implementation, p513 speaker recognition definition, p122 speaker-only phone definition, p143 implementation, p514 special information tones see SIT tones, p118 speech recognition continuous/discrete, p123 definition, p123 speaker-dependent/independent, p123 vocabulary, p123 speech synthesis definition, p122 squared key system KSU, p493 SS7 see Signaling System, p7 stalled call progress, p263 standard appearance basic-standard, p164 definition, p163 selected-standard, p164 standard number exchange notation definition, p185 start DTMF tones collection service definition, p338 start telephony tones collection service definition, p337 static resource allocation, p372 station devices device type, p84 physical components, p140=147 station message detail recording definition, p499 statistics use of agent status, p159 status reporting services definition, p327-332 stealing bits see robbed bits stop DTMF tones collection service definition, p338 stop telephony tones collection service definition, p337 store-and-forward collaboration in collaboration grid, p11 sub-address portion of a telephone number, p184 Sub-addressing definition, p228 sub-addressing in selectable device association, p227 subject device identifier definition, p320 subscribe to from telephone company, p130 subscriber lines definition, p131 subscriber loops see subscriber lines subscriber number portion of a telephone number, p184 summing arbitration rule, p368 supplementary telephony services, p202 SVD CO-server dial-up configuration, p600 in CT solution scenario, p64 LAN dial-up bridge configuration, p598 switch application-specific switch, p496 cabinet, p490 definition, p130 distributed PBX, p494 front-end switch, p490 hybrid key system, p494 introduction, p128 KSU, p492 non-blocking, p490 PBX, p494 personal PBX, p495 VoIP gateway, p528 switch bus definition, p406 switch matrix definition, p403 switchboard see attendant console, p232 tip and ring, p416 switched network definition, p89-91 switching definition, p86 rationale, p89 switching domain definition, p292 overview, p291 scope, p301 switching domain representation definition, p194 examples, p195-196 format, p195 switching domain service requests CTI messages, p310 switching fabric definition, p21 implementation, p390 introduction, p18 switching resources definition, p83 transmission networks, p390 switching services performed by switching resources, p86 switch-server mapper code, p593 mapper hardware, p593 symmetric connections definition, p99 synchronous optical network see Sonet system default forwarding rules, p246 system feature configuration in administration, p474 system status services service definition, p327 T T-1 facility, p431 span, p431 TA ISDN, p438 TAPI definition, p636 in evolution of CT, p30 TAPI 3.0 CTI API, p639 TAPI object in TAPI, p636 tapped call see silent participation, p101 see also multi-point call telecom tones telephony tone, p116 telecommuting CT example, p4 telemanagement system definition, p499 telephone control definition, p24 Telephone Manager definition, p640 in evolution of CT, p30 telephone network as telephony resource sets, p93 ubiquity, p8 telephone network providers in CT value chain, p47 telephone operator see attendant, p232 telephone station in CT configurations, p554 telephone station equipment analog, p425 definition, p132 introduction, p128 telephone station peripheral add-in board configuration, p588 in CT configurations, p555 serial cable/bus configuration, p587 telephone stations see station devices telephone switch see switch telephone system definition, p16, p83 telephone system administration definition, p470 telephone tools definition, p626 Telephony C&C discipline, p14 telephony importance of, p7 pronounciation, p1 Telephony Apple Events in MTA, p678 Telephony Application Programming Interface see TAPI telephony equipment vendors in CT value chain, p48 Telephony gateways in CT configurations, p558 telephony resources call processing, p84 definition, p83 devices, p84 dynamic entities, p85 in a Telephone Network, p93 interfaces, p85 model, p83 set, p83 switching resources, p83 telephony service provider interface definition, p625 telephony service providers definition, p625 telephony software developers in CT value chain, p52 telephony switching network, p390 telephony tones beep, p119 billing tone, p118 busy tone, p118 carrier, p120 detectors and generators, p116 dial tone, p118 fax CNG, p120 intercept, p119 modem CNG, p120 telephony tones no circuit, p119 record warning, p119 reorder, p119 reorder tone, p118 ringback, p119 silence, p120 SIT tones, p118 vacant code, p119 telephony tones detected event definition, p337 telephony-aware applications overview, p613 telephony-enabled applications overview, p613 telephony-specific applications overview, p612 terminal in TAPI, p637 in Telephone Manager, p640 terminal adapter see TA terminal adapters media access product, p521 terminal equipment ISDN, p435 terminals in H.323, p454 text-to-speech definition, p122 media resource abstraction, p375 The ECTF Framework in evolution of CT, p30 third Phase in evolution of CT, p35 third-party call control client-server configuration, p591 definition, p304 direct-connect configuration, p581 tie line definition, p540 time division multiplexing in wireless, p464 toll fraud definition, p231 toll-free numbers definition, p543 TON type of number, p185 traffic study definition, p500 transfer features, p257-259 transfer call graphical notation, p258 service definition, p257 transmission delay definition, p400 transmission facilities in switched networks, p89 see lines see also media stream channels transmission network in telephony switching network, p390 trunks definition, p132 TSAPI in evolution of CT, p30 TSPI see telephony service provider interface TTS see text-to-speech TV CT example, p3 two-device calls representation, p109 two-party calls see two-device calls two-way trunk see combination trunk U unhold see retrieve call unidirectional connections definition, p99 graphical notation, p99, p109 silent participation feature, p262 uninteruptable power supply see UPS universal mailbox implementation, p501 unpark see directed pickup call unspecified connection state, graphical notation, p114 unspecified non-null connection state, graphical notation, p114 unspecified/unaffected connection state, graphical notation, p114 UPS for ISDN, p437 switch add-on, p502 user configuration in administration, p474 User data definition, p224 user specified forwarding rules, p246 V vacant code SIT tone, p119 vendor specific extensions escape mechanism, p339 in CTI abstraction, p283 telephony services, p202 vendor specific extsensions escape mechanism, p283 Versit in evolution of CT, p30 Versit CTI Encyclopedia in evolution of CT, p30 video and document conferencing C&C discipline, p14 video phone definition, p125 virtual key system definition, p494 virtual private network definition, p126 visible ACD-related devices definition, p237 VoATM see voice over ATM VoFR see voice over frame relay voice call definition, p97 voice connections definition, p97 voice mail system implementation, p500 voice network definition, p97 voice over ATM technology, p450 voice over frame relay technology, p450 Voice over IP technology, p450 voice over IP in iPBX, p532 media stream channel protocols, p453 using H using MEGACO, p459 using MGCP, p458 using SIP, p457 voice processing CT solution category, p41 VoIP see voice over IP VoIP gateway switch, p528 volume ringer attribute, p146 speaker attribute, p144 W WAN in CT configurations, p568 web browser in administration, p476 wink start analog lines, p420 wireless headsets, p516 About the Author Michael Bayer is the president of Computer Telephony Solutions, a consulting firm specializing in the design and implementation of CTI technologies and products His work in this field dates back over a decade—before the term ''CTI" even emerged—and he is recognized as one of the pioneers of the CTI industry Many important CTI initiatives can be traced to his groundbreaking technical work, extensive promotion for his vision of CTI, and participation in various standards-setting efforts Mr Bayer has a technical background in computer-mediated communications and human interface design, and his technical credits include developing the Macintosh Telephony Architecture (MTA) and, more recently, playing a leading role in the development of the Versit CTI Encyclopedia Since founding Computer Telephony Solutions, he has continued to pursue his mission to promote the widespread adoption of CT Plug & Play standards Computer Telephony Solutions is a member of the ECTF and Mr Bayer is an active volunteer in this and other organizations dedicated to interoperability and widespread adoption of CT technology ... Turin Computer Telephony Demystified Computer Telephony Demystified Putting CTI, Media Services, and IP Telephony to Work Michael Bayer Disclaimer: Information has been obtained by The McGraw- Hill. .. Hoare, Special Sales, at george_hoare @mcgraw- hill. com or (212) 904-4069 TERMS OF USE This is a copyrighted work and The McGraw- Hill Companies, Inc ( "McGraw- Hill" ) and its licensors reserve all... the Author Sidebars What Is Computer Telephony? Migration from the Real to the Virtual Desktop Collaboration Grid The Future of Computer Telephony Telephony Concepts Telephony and Telecommunications