Computer Telephony Integration

by William A. Yarberry Jr.

Since the publication of the first edition, the CTI world has changed significantly. Where it was once focused on the integration of voice systems with computers, the focus is now on IP-based voice, or converged networks and services. Today, the telcos are upgrading their systems from circuit-switched to IP-based packet-switched networks. Companies like Cisco Systems and Dow Chemical have installed IP-based phones in their offices worldwide, saving millions of dollars in service fees.
Computer Telephony Integration, Second Edition has been updated to reflect these recent changes in the industry and will help managers make the right decisions for their communications infrastructure. It explains the business and economic significance of the major integrated data-voice technologies and highlights the pros and cons of each approach. The text covers convergence, telephony standards, new and powerful tools for call centers, IP telephony(VoIP), infrastructure management tools, and advanced business applications.
In addition to the latest developments in standard CTI technologies such as IVR, voicemail, speech recognition, and applications, this edition includes expanded chapters on security, cost management, call center technology, and IP telephony. Case studies provide a real world perspective on many of the newest CTI technologies. Bringing together the author's extensive experience in the field, Computer Telephony Integration, Second Edition will help communications and IT professionals make efficient, cost-effective decisions that will lead to improved customer service, increased productivity, reduced costs, and enhanced workflow automation.

432 pages, Hardcover

First published September 24, 1999

About the author

Hello Readers,

I make my living mostly working IT projects (as an independent consultant) but lately have begun writing books, both to learn and ... well, make a few coins.

One of the thoughts I've had lately is how the market for people who think "I just want to know enough to get by" is underserved. There are tens of thousands of skill sets in modern life. Some we want to master, others merely become a little better than average, and others learn the minimum. Why? It is all about time. Many people can drive a car; few know automotive engineering. Most want to know just enough to get from A to B. Beyond that, they spend their time on their specialty or interests. So, I think the whole concept of "X for Dummies" is wrong. It is not that readers are dumb. It is simply that they cannot spare the time to study a given, low priority topic.

Based on that reasoning, I'm going to write on technical and nontechnical subjects over the next few years, using a consistent theme: (a) cutting words to the bare minimum (b) omitting all the "motivational" speech fluff (c) omitting discussions about rare exceptions. With luck, the net result will be a good "day one" learning experience. By day one, I mean the reader can do something useful on the first day of reading the book. The alternative is to take days or weeks to get started.

One example: software books always have at least 1-2 pages on installation. I'm not talking about complex configuration. I mean just loading the software on your PC. Is there anyone out there who has not loaded consumer software before? Is it time for the word cutting fairy?

I'd love to hear your thoughts on this.

On another topic: Amazon suggests writers include some interesting anecdotes about themselves on the author page. Here's an amazing lesson I learned: In my early years working for Enron Corp (yes, that Enron) I had an IT auditor working for me; let's call him Ray. Now Ray had a bit of an East Texas accent, came from a so-so school, and seemed like a nice young man who would probably wind up as a manager or director at some medium sized company. Everyone liked him but everyone, including me, completely missed his underlying organizational and people skills. Roll forward ten years. I'm out of job and call Ray for possible leads. Turns out he is a super partner at PricewaterhouseCoopers. He meets regularly with the head dude of world-wide PwC in New York. And he gave me a job. It always pays to treat people well--below, at, and above your current level!

OK. Here's my standard ICCM marketing blurb:

William A. Yarberry, Jr., CPA, CISA, is President, ICCM Consulting LLC, based in Houston, Texas. His practice is focused on IT governance, Sarbanes-Oxley compliance, security consulting and business analytics for cost management. He was previously a senior manager with PricewaterhouseCoopers, responsible for telecom and network services in the Southwest region. Yarberry has more than 30 years experience in a variety of IT-related services, including application development, internal audit management, outsourcing administration and Sarbanes-Oxley consulting.

His books include The Effective CIO (co-authored), Computer Telephony Integration, $250K Consulting, DPLYR, 50,000 Random Numbers, Telecommunications Cost Management, and GDPR: A Short Primer. In addition, he has written over 20 professional articles on topics ranging from wireless security to change management. One of his articles, "Audit Rights in an Outsource Environment," received the Institute of Internal Auditors Outstanding Contributor Award.

Prior to joining PricewaterhouseCoopers, Yarberry was director of Telephony Services for Enron Corporation. He was responsible for operations, planning, and architectural design for voice communications servers and related systems for more than 7,000 employees. Yarberry graduated Phi Beta Kappa in Chemistry from the University of Tennessee and earned an MBA at the University of M