Contents. Preface... xvii. Introduction... xxiii

Transcription

1 Preface... xvii Prerequisites...xviii Who Should Study This Course?...xviii Key Topics...xviii Course Objectives...xix How Do I Use This Course?...xix Real-World Scenarios...xx Pedagogy...xx Key Terms...xx Resources Available in Instructor-Led Settings...xx Why Choose WestNet?...xxi Introduction... xxiii Module 1 LAN Protocols...1 Ethernet Bus Configurations...8 Thinnet Configuration...8 Thicknet Configuration...10 Activity...12 Ethernet Star Configurations...13 Star Configurations Using Hub Technology...14 Hub-to-Hub Connectivity...16 Activities...18 i

2 Convergence of Technologies ii Switched Ethernet...20 Switched Configurations...20 Switched Ethernet Backbone...22 Activities...25 Lesson 4 Fast Ethernet...26 The Need for Speed...26 Fast Ethernet...28 Activities...31 Lesson 5 Gigabit Ethernet...33 The Gigabit Ethernet Standard...34 Gigabit Ethernet Cabling and Distance Specifications...35 Fiber Cabling Specifications...36 Copper Cabling Specifications...38 Implementing Gigabit Ethernet in a Network...38 Gigabit Ethernet and Link Aggregation...38 Gigabit Ethernet Migration Scenario...39 Initial Configuration...39 Phase 1 Upgrade...40 Phase 2 Upgrade...41 Activities...43 Lesson 6 Broadcast Domains...45 Traffic Isolation...45 Switched Ethernet Backbone and Router Connectivity Activities...48 Lesson 7 Virtual LANs...49 Switched VLANs...49 Routed VLANs...51 The Future of VLANs...53 Activities...54 Lesson 8 Data Flow Across Multiple Networks...56 Flow Analysis Client Request Traversing the LAN Crossing the Wide Area Link Delivery to Destination...58 Activities...59 Summary...62 Quiz...64

3 Module 2 WAN Protocols...69 ISDN Concepts...78 IDNs...78 ISDN Services...79 Activities...83 ISDN Protocols...84 ISDN Protocols...84 Physical Attachment to ISDN...85 Data Link Layer Call Setup, LAPD...86 Network Layer Call Control, I Network Layer Packet-Switching, X ISDN CPE...86 ISDN Reference Points...88 Activities...90 ISDN Implementation...91 ISDN Applications...91 Basic Network Connectivity...92 Internetworking of Remote Offices...92 Dial-on-Demand Remote Networking...94 Network Redundancy and Overflow...94 Activity...96 Lesson 4 Frame Relay Concepts...97 What Is Frame Relay?...98 Frame Relay Terms Activities Lesson 5 Frame Relay Protocols Permanent and Virtual Circuits Frame Relay Operation Frame Relay Frame Frame Relay Header Field Information Field Flow Control Congestion Management Frames Frame Relay Addressing Interconnecting LANs Using Frame Relay Activities iii

4 Convergence of Technologies Lesson 6 Frame Relay Implementation Frame Relay Implementation Options Private Frame Relay Public Frame Relay Hybrid Frame Relay End-User Access to Frame Relay Networks Frame Relay Vs. Private Line Networking Frame Relay Services Public Frame Relay Services Bandwidth on Demand Conditional Bursting Cost Considerations Carrier Choice Considerations CIR Congestion Control Reports and Statistics Frame Relay Network Requirements Activity Lesson 7 ATM Concepts The Need for ATM ATM Devices Routers CSU/DSUs NICs Switches ATM Networks Intelligent Hub Activities Lesson 8 ATM Protocols Transfer Modes STM PTM ATM Fixed-Length Data Cells Connection-Oriented Transmission Connection-Oriented Mode Fixed-Length Cells Header Details B-ISDN and ATM AAL Convergence Sublayer SAR Sublayer ATM Layer iv

5 Physical Layer TC Sublayer TC Cell Rate Decoupling Physical-Medium Dependent Sublayer Activity Lesson 9 ATM Implementation Virtual Paths and Channels ATM in Action ATM Communication ATM Over SONET Activity Summary Quiz Module 3 TCP/IP Protocols Internet Protocol Overview of Internet Protocol IP Frame Encapsulation Addressing Demultiplexing Transport Protocols IP Header Format and Field Descriptions Fragmentation MTU Fields Controlling Fragmentation Fragmentation Example Type of Service Precedence Bits D-T-R-C Bits Time to Live Options Record Route Option Source Route Option Time Stamp Option Activities Internet Protocol Routing Overview of Internet Architecture Direct Routing Indirect Routing Routing Tables Model of Operation Host A v

6 Convergence of Technologies Packet on Network Packet on Network Packet on Network Packet on Network Host B Default Routes Activity User Datagram Protocol UDP Service Demultiplexing Based on Port Number UDP Port Numbers Frame Encapsulation UDP Header Format Activity Lesson 4 Transmission Control Protocol and Connection Establishment Features of TCP TCP Interfaces Fundamental Operation Basic Data Transfer Reliability Flow Control Ports Sockets Connections Sequence Numbers Connection Establishment Passive Open Active Open Connection Establishment Functions Three-Way Handshake Handshake # Handshake # Handshake # Activities Lesson 5 Transmission Control Protocol and Data Transmission Frame Encapsulations TCP Header Format Data Transmission Sequence Numbers Segments Push and Urgent Flags vi

7 ACK and Retransmission Smooth Round-Trip Time Data Reception Window Management Efficient Transmission Variable-Sized Windows Zero Receive Window Connection Termination Side Initiating Disconnection Request Side Responding to Disconnection Request Connection Reset Crash Recovery Activities Lesson 6 Routing Protocols Two Types of Routing Protocols Static Routing Protocol Dynamic Routing Protocol Building the Routing Table Dynamic Routing Protocols Distance-Vector Routing Algorithms Advantages Disadvantages Link-State Routing Algorithms Advantages Disadvantages Routing Tables Multipath Routing Default Routes Internet Routing Autonomous Systems Gateway Protocols Interior Gateway Protocols Exterior Gateway Protocols Activities Lesson 7 Moving Information Across a TCP/IP Network Information Transfer Primary Functions of Each Layer Addressing in Computer Networks Physical Addresses Logical Addresses Using Logical and Physical Addresses for File Transfer Obtaining IP Address and Port Number Port Number IP Address vii

8 Convergence of Technologies Obtaining Physical Addresses Establishing a Connection Between Applications Transferring Data Terminating the Connection Activity Summary Quiz Module 4 Standards for Convergence Trend Toward Network Convergence Types of Convergence Payload Protocol Physical Device Application Technology Organizational What Is Driving Converged Networks? Cost Reduction Emerging Technologies Greater Flexibility and Functionality Network Requirements for Convergence Standards Converged Network Architecture A Hybrid Approach to Convergence Parallel WAN Paths for Quality of Service Application-Level Quality of Service Activities Q VLAN Standard The Importance of a VLAN Standard The VLAN Tag Q as an Architecture Q Protocols The Promise of 802.1Q Activities p Traffic Prioritization Standard Priority Tags and Traffic Classes How 802.1p Prioritizes Traffic Mapping 802.1p Traffic Prioritization to IP and ATM Networks Activities viii

9 Lesson 4 H.323 Standard for Packet Multimedia Overview of the H.323 Standard Evolution of the H.323 Recommendation Other Standards of the H.32x Family Components of an H.323 Network Terminals MCUs Gateways Gatekeepers H.323 Protocols Audio Codecs Mean Opinion Score Video Codecs RTP RTCP RSVP RAS: H Call Signaling: H Control Signaling: H H.248/Megaco Document Conferencing: T.120 Series Network Infrastructure Requirements Remote Network Access Workstation Requirements Review Questions Summary Quiz Module 5 Computer Telephony Integration Computer Telephony Integration and Call Center Automation CTI in Action Evolution of CTI Levels of Call Center Automation PBX/ACD Routing IVR Routing CTI Software Activities Middleware and Application Programming Interfaces CTI Software Middleware API ix

10 Convergence of Technologies TAPI TSAPI JTAPI Comparing APIs Activities Computer Telephony Integration Concepts Media Processing and Call Control First-Party Call Control Third-Party Call Control CTI Components CTI Server CTI Client Applications CTI Link Key CTI Implementation Issues Key Integration Steps Enabling CTI in the Avaya Communication Manager MAPD Hardware ASAI Client Software Call Vectoring Software Activities Summary Quiz Module 6 Call Center Components Automatic Call Distribution Call Routing Patterns Reports Configurations Stand-Alone ACDs PC-Based ACDs UnPBX ACDs PBXs With ACD Functions Central Office-Based ACDs Nationwide Networks of ACDs Activities ACD Routing Methods Customer Handling Procedures Waiting Time Recorded Announcements On-Hold Entertainment Program Control Statements x

11 Telephone System Instructions Priority Queuing ANI Routing Elements of an ANI Transaction DNIS Routing ACD First Server First SBR Routing Rules Multiple Skill Queues Multiple Skills Vs. Multiple Queues SBR Simulations EBR Intelligent Call Queuing Activity Interactive Voice Response Audio Computer Application Data Input Links to Outside Systems Data Output Audio Multimedia Trend Toward Integrated Solutions System Configurations Behind the ACD In Front of the ACD LAN-Based IVR Carrier-Based IVR Common IVR Mistakes Activities Lesson 4 Predictive Dialers Types of Automated Dialing Evolution Basic Elements Pacing Algorithms Reporting Tools Information Interfaces PC-Based Predictive Dialing When Predictive/Preview Dialing Works Best Activities Lesson 5 Fax Messaging Basic Approaches to Fax Messaging Point-to-Point xi

12 Convergence of Technologies Broadcasting Fax-On-Demand Internet Faxing Activity Summary Quiz Module 7 Computer Telephony Integration Implementation The Systems Approach Project Management Planning Organization Control Five-Step Project Implementation Methodology Project Definition Procurement Pilot Rollout Production Activity Network Design Phases Project Definition Table of Contents of a Typical Project Definition Current Business Description Key Requirements Proposed Solution Using CTI Describe the Current Business Environment Document the Existing Technology Document the Existing Processes Identify Problems Identify Successes Identify Resources and Constraints List the Key Requirements Choose Problems to Be Solved Quantify the Goals Describe the Strategic Benefit Propose the New Technology Solution Identify Procedural Requirements Identify Hardware and Software Identify Installation Considerations Analyze Costs and Benefits Identify Methods xii

13 Identify Costs Identify Benefits Example: The Value of Time Factors That Affect Financial Results Activities Procurement RFP RFI Contents of a Typical CTI RFP Overview and Instructions Functional Requirements Pricing Form Checklist and Signature Form Evaluating Vendors Setting Expectations Call Center Responsibilities Vendor Responsibilities Activities Lesson 4 Pilot, Rollout, and Production Pilot/Prototyping A Cyclical Method Benefits of Prototyping Rollout Production Phased Release User Support The Report Card Activity Summary Quiz Module 8 Emerging Internet Technologies Web-Enabled Call Centers Internet Callback Tailors Information for Each Customer Increases Site Revenue Captures Qualified Leads Uses Time Efficiently Callback Architectures Nonintegrated Callback xiii

14 Convergence of Technologies xiv Integrated Callback Web-Integrated Call Centers Implementation Issues Activities Packet Telephony Traditional Separate Networks How Packet Telephony Works Packet Telephony Standards Categories of Internet Telephony Computer-to-Computer Computer-to-Telephone Telephone-to-Telephone Web-to-Call Center Systems Telephony Gateway Packet Telephony Products Toll Bypass Products LAN-Based PBX Systems The UnPBX Voice Quality Encoding and Decoding Propagation Jitter Packet Loss Activities Packet Voice Engineering Factors Impacting Voice Quality Echo and Noise Codec (Transcoding) Delays DSPs Packetization Delay Protocol Overhead Percent of Frame Overhead Actual Codec Bandwidth Required The Effect of Protocol Overhead on VoIP Networks Compressed RTP How crtp Works Routing crtp Traffic Activities Lesson 4 Internet Faxing How Internet Fax Works Types of FoIP Desktop FoIP FoIP Server...486

15 FoIP Gateway FISP Transmission Using Servers or Gateways FoIP Service Providers Broadcast Services Fax-to- (and Vice Versa) Benefits Potential Pitfalls Activities Lesson 5 Internet Multimedia Basic IP Videoconferencing System Input: Microphone and Video Camera Video System Software Codec Types of Videoconferencing Systems ISDN-Based Video: H IP-Based Video: H H.320 vs. H Activity Lesson 6 Unified Messaging Benefits of Unified Messaging Unified Messaging Components Accessing Separate Message Sources Challenges Activities Summary Quiz Glossary Index Overall Course Evaluation Survey xv