Cover image for The telecom manager's survival guide : the essential reference for telecommunications systems, solutions, and cost control
Title:
The telecom manager's survival guide : the essential reference for telecommunications systems, solutions, and cost control
Author:
Medcroft, Stephen, 1967-
Personal Author:
Publication Information:
New York : American Management Association, [2003]

©2003
Physical Description:
xi, 354 pages ; 26 cm
General Note:
Includes index.
Language:
English
ISBN:
9780814407196
Format :
Book

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Summary

Summary

Between phones, networks, equipment, and vendors, being a telecom manager can be a difficult task. Using four companies' actual experiences as case studies, The Telecom Manager's Survival Guide presents an easily understandable method for lining up the best possible services, putting the right tools in place, and saving the business money.The book takes a practical approach, providing a proactive system for: * Project management for the implementation of new services * Trouble resolution for equipment * Billing audit and reviews * Strategic planning for the future The Telecom Manager's Survival Guide is an important resource for anyone taking charge of their organization's telecommunications initiatives." "


Author Notes

Stephen W. Medcroft has worked in telecommunications for over a dozen years, holding positions as computer-telephony engineer, operations manager, and senior account manager, and managing telecommunications infrastructure for clients as well as selling systems and technology


Table of Contents

Chapter 1 Introductionp. 1
1.1 Does Ben's Morning Seem Familiar to You at All?p. 4
1.2 Why This Book Will Help Youp. 6
1.3 What This Book Is Meant to Bep. 6
1.4 What This Book Is Not Meant to Bep. 7
1.5 The Telecom Manager's Mission Statementp. 8
Chapter 2 The Four Primary Roles of Telecommunications Managementp. 11
2.1 Trouble Resolutionp. 15
Create and Manage a Trouble Ticket Systemp. 16
Create Help Desk-Type Single-Number Support for the Companyp. 16
Provide Training and End-User Educationp. 17013
2.2 Project Managementp. 21
Manage Implementation of New Services and Equipmentp. 24
Measurablep. 26
2.3 Billing Audit and Reviewp. 26
Inventory All Company Telecom Services and Equipmentp. 28
Exercise Audit Approval of Telecom Carrier and Vendor Billsp. 36
Identify and Target Fraud Abusersp. 36
Measurablep. 37
For the Toolbox--I.2.1 Building Your Telecom Bookp. 38
2.4 Strategic Planningp. 39
Help Craft the Big Picture of How Telecom Aids Company Strategic Plansp. 40
Consolidate and Centralize Services, Equipment, and Billing Wherever Possiblep. 41
Remain Forward-Looking Into Possibly Advantageous New Technologyp. 43
Create a Master Employee Education and Fraud/Abuse Programp. 47
Chapter 3 The Purchase Process: A Framework for Negotiating a New Deal No Matter the Product or Servicep. 51
3.1 The Purchase Processp. 51
3.2 Defining Your Needp. 52
Establishing Basic Service Levelsp. 53
Solicit Feedback from Your Companyp. 53
3.3 The Request for Proposalp. 56
3.4 Selecting a Providerp. 60
The Relationships with Your Vendor or Carrierp. 60
Prospectingp. 61
Qualificationp. 62
Presentationp. 62
Overcoming Objectionsp. 63
Closingp. 64
Prospectingp. 64
Qualification/Needs Analysisp. 65
Presentationp. 65
Objectionsp. 66
Closep. 66
3.5 Managing Change Successfullyp. 67
Do Your Partp. 67
Keep the Timelinep. 68
Be Serious About Trainingp. 68
Know When to Cry Wolfp. 69
Tell Your Customersp. 70
Chapter 4 Local and Long-Distance Telephone Servicep. 71
4.1 Why Are There so Many Sales Calls from Telecom Companies?p. 71
4.2 Central Office Linesp. 76
4.3 T1p. 77
What Is Digital Signaling?p. 78
Bulk Local Phone Lines and Inexpensive Long Distancep. 79
ANI/DNISp. 79
4.4 ISDNp. 80
Basic Rate Interface (BRI)p. 81
Primary Rate Interfacep. 81
4.5 Direct Inward Dialp. 82
4.6 The Future of Telephone Linesp. 84
Ear and Mouthp. 84
Foreign Exchangep. 84
Tie Linesp. 85
Off-Premises Extensionp. 85
The Future Telephone Linep. 86
4.7 Making Outgoing Long-Distance Callsp. 87
Switched Long Distancep. 89
Dedicated Long Distancep. 90
4.8 Toll-Free Servicesp. 90
Originated Toll-Freep. 91
Enhancing Toll-Freep. 92
4.9 Telephone Calling Options for the Travelerp. 94
Zero-Plus Dialingp. 96
Calling Cardsp. 97
4.10 The Companies You Will Be Doing Business Withp. 99
Incumbent Local Exchange Carriersp. 100
The Big Threep. 101
The Competitionp. 102
Facility-Based Carriersp. 103
Resellersp. 105
Agentsp. 105
The Future Telecommunications Carrierp. 108
4.11 Evaluating Your Current Servicesp. 109
Billingp. 109
Local Exchange Carrier Recordsp. 110
Long-Distance Billingp. 111
Verify the Local Servicesp. 111
Billing Breakdown--I.4.1 Reading LEC Customer Service Recordsp. 112
Verifying Featuresp. 117
Verifying Long-Distance Servicesp. 117
Inboundp. 119
Hire a Vendorp. 120
Billing Breakdown--I.4.2 What to Look For on Your Local Phone Billingp. 120
Billing Breakdown--I.4.3 What to Look For on Your Long-Distance Billingp. 122
4.12 Possible Improvements That Can Be Madep. 124
Long-Distance Services and Applicationsp. 129
Billing Considerationsp. 132
More Math Gamesp. 135
Billing Breakdown--I.4.4 What to Do If You're Slammed or Crammedp. 139
4.13 Ten Things to Do Before Signing any Local or Long-Distance Phone Service Dealp. 142
Billing Breakdown--I.4.5 Local Telephone Account Audit Formp. 147
Chapter 5 Business Telephone Systemsp. 153
5.1 The Different Types of Telephone Systemsp. 153
Key Telephone Systemsp. 154
PBX Telephone Systemsp. 155
Hybrid Telephone Systemsp. 156
5.2 Voice Processing Systemsp. 157
Voice Mailp. 158
Unified Messagingp. 160
Portsp. 161
What About the Price?p. 161
5.3 Computer-Telephony Integration and Computer-Based Telephone Systemsp. 162
Desktop to Desktop, Telephone to Computerp. 163
Computer Network to Telephone Systemp. 164
The Next Level: PC-Based Telephone Systemsp. 165
Examples of CTI in Today's Businessp. 168
For the Toolbox--I.5.1 A Look at Voice-Over IPp. 169
5.4 Defining the Three Types of Vendorp. 172
Manufacturer Directp. 173
Trunkersp. 173
Dealer Distributor--Interconnectp. 174
Buying Usedp. 176
5.5 Defining Your Phone System's Capabilityp. 177
5.6 How the Wiring in Your Office Comes Togetherp. 182
The dmarcp. 183
The Backboardp. 183
MDF/IDFp. 183
Punch Down and Terminal Blocksp. 184
Station Cablingp. 185
Billing Breakdown--I.5.2 Complete the Wired Journeyp. 188
For the Toolbox--I.5.3 Trouble Report for Phone Problemsp. 190
5.7 Billing Issuesp. 194
Purchase Agreementsp. 194
Service Invoicesp. 196
Warranty Workp. 198
The Maintenance Program Add-Onp. 200
What Else to Know About Moves, Adds, and Changesp. 201
Billing Breakdown--I.5.4 What to Watch for on Phone Vendor Service Billingp. 202
Auditing Vendor Invoicesp. 203
Billing Breakdown--I.5.5 What to Watch for on Phone Vendor Equipment Purchase Ordersp. 204
5.8 When Is It Time to Make Changes?p. 205
Evaluating Today's Phone Systemsp. 206
For the Toolbox--I.5.6 Questionnaire for Employees About Telephone Systemsp. 207
Billing Breakdown--I.5.7 Telephone System Inventory: System and Vendor Profilep. 212
Understanding What's Availablep. 225
Defining the New Telephone Systemp. 225
5.9 Quick Hits for Telephone Equipment Purchasesp. 227
Live Demop. 227
Guaranteed Installation Timelinep. 227
Meet the Installerp. 228
Meet the Service Dispatcherp. 228
Itemized Price Breakdownp. 228
Pre- and Postcut Pricingp. 228
Turn-Key Pricingp. 229
Hold Out Percentage/Positionp. 229
Extended Warrantyp. 229
Free Coordination with Carriersp. 230
Chapter 6 Data Lines and the Internetp. 231
6.1 Connecting Computersp. 231
6.2 Internet Access Technologiesp. 236
Dial-Upp. 237
ISDNp. 239
Digital Subscriber Linep. 239
Dedicatedp. 241
Cable Modemsp. 242
Wirelessp. 243
Other Internet Servicesp. 245
6.3 WANsp. 247
Dial-Upp. 247
Private Linep. 248
Frame Relayp. 251
Asynchronous Transfer Mode (ATM)p. 254
Wireless WANp. 254
6.4 Virtual Private Networkingp. 255
The Piecesp. 256
Buying VPNp. 257
Billing Breakdown--I.6.1 What to Look For on Your Data Services Billingp. 260
Chapter 7 Personal Wireless Communications Devicesp. 263
7.1 Today's Wireless Marketplacep. 263
Billing Breakdown--I.7.1 A Sample Wireless Services Policyp. 266
7.2 Paging Servicesp. 269
How Pagers Workp. 269
Billing Breakdown--I.7.2 Wireless Frequencies Chartp. 270
Types of Services Availablep. 272
7.3 Wireless Telephonesp. 273
How Wireless Telephones Workp. 274
Analog Versus Digitalp. 275
Pricing Plansp. 276
Coveragep. 278
Equipment and Accessoriesp. 279
Management Issuesp. 279
7.4 Two-Way Radiop. 281
Simple Two-Way Radiop. 282
Two-Way Radio Servicep. 283
Two-Way Push to Talkp. 284
7.5 Other Wireless Devicesp. 285
Wireless PDAp. 286
Wireless Modemp. 286
Fleet Management Systemsp. 287
Billing Breakdown--I.7.3 What to Watch For on Your Wireless Services Billingp. 288
Billing Breakdown--I.7.4 Using the Wireless Devices Inventoryp. 291
Chapter 8 Working with Consultantsp. 295
8.1 When Is It Time to Turn to an Expert?p. 295
8.2 How to Hire a Consultantp. 296
For the Toolbox--I.8.1 Sample Consultant Project Overviewp. 297
Signing the Consultant Agreementp. 302
For the Toolbox--I.8.2 Sample Consultant Agreementp. 303
8.3 Managing the Consultantp. 307
Work from the Project Overviewp. 308
Communicationp. 309
Periodic Payment Statementsp. 309
Glossary of Relevant Termsp. 311
Appendix 1 Telecom Industry Publicationsp. 335
Appendix 2 Telecom Industry Organizationsp. 339
Appendix 3 Consulting Resourcesp. 343
Indexp. 345