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
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... 47 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...56 1. Client Request...57 2. Traversing the LAN...58 3. Crossing the Wide Area Link...58 4. Delivery to Destination...58 Activities...59 Summary...62 Quiz...64
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.451...86 Network Layer Packet-Switching, X.25...86 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...100 Activities...101 Lesson 5 Frame Relay Protocols...103 Permanent and Virtual Circuits...103 Frame Relay Operation...104 Frame Relay Frame...104 Frame Relay Header Field...105 Information Field...106 Flow Control...106 Congestion...107 Management Frames...107 Frame Relay Addressing...108 Interconnecting LANs Using Frame Relay...110 Activities...111 iii
Convergence of Technologies Lesson 6 Frame Relay Implementation...113 Frame Relay Implementation Options...113 Private Frame Relay...114 Public Frame Relay...115 Hybrid Frame Relay...116 End-User Access to Frame Relay Networks...116 Frame Relay Vs. Private Line Networking...117 Frame Relay Services...119 Public Frame Relay Services...119 Bandwidth on Demand...120 Conditional Bursting...121 Cost Considerations...121 Carrier Choice Considerations...122 CIR...122 Congestion Control...122 Reports and Statistics...122 Frame Relay Network Requirements...122 Activity...124 Lesson 7 ATM Concepts...126 The Need for ATM...126 ATM Devices...127 Routers...127 CSU/DSUs...128 NICs...128 Switches...129 ATM Networks...130 Intelligent Hub...130 Activities...132 Lesson 8 ATM Protocols...133 Transfer Modes...133 STM...134 PTM...135 ATM...135 Fixed-Length Data Cells...136 Connection-Oriented Transmission...137 Connection-Oriented Mode...138 Fixed-Length Cells...139 Header Details...140 B-ISDN and ATM...141 AAL...142 Convergence Sublayer...143 SAR Sublayer...143 ATM Layer...145 iv
Physical Layer...146 TC Sublayer...146 TC Cell Rate Decoupling...147 Physical-Medium Dependent Sublayer...147 Activity...148 Lesson 9 ATM Implementation...149 Virtual Paths and Channels...150 ATM in Action...151 ATM Communication...153 ATM Over SONET...154 Activity...155 Summary...156 Quiz...158 Module 3 TCP/IP Protocols...161 Internet Protocol...167 Overview of Internet Protocol...168 IP Frame Encapsulation...169 Addressing...170 Demultiplexing Transport Protocols...170 IP Header Format and Field Descriptions...171 Fragmentation...172 MTU...172 Fields Controlling Fragmentation...173 Fragmentation Example...174 Type of Service...175 Precedence Bits...175 D-T-R-C Bits...176 Time to Live...176 Options...176 Record Route Option...177 Source Route Option...177 Time Stamp Option...177 Activities...178 Internet Protocol Routing...182 Overview of Internet Architecture...182 Direct Routing...184 Indirect Routing...185 Routing Tables...185 Model of Operation...187 Host A...188 v
Convergence of Technologies Packet on Network 128.1.0.0...189 Packet on Network 128.2.0.0...189 Packet on Network 128.3.0.0...190 Packet on Network 128.4.0.0...191 Host B...192 Default Routes...192 Activity...194 User Datagram Protocol...196 UDP Service...196 Demultiplexing Based on Port Number...198 UDP Port Numbers...199 Frame Encapsulation...200 UDP Header Format...200 Activity...202 Lesson 4 Transmission Control Protocol and Connection Establishment...203 Features of TCP...204 TCP Interfaces...204 Fundamental Operation...205 Basic Data Transfer...205 Reliability...206 Flow Control...206 Ports...207 Sockets...209 Connections...210 Sequence Numbers...211 Connection Establishment...212 Passive Open...212 Active Open...212 Connection Establishment Functions...213 Three-Way Handshake...213 Handshake #1...213 Handshake #2...214 Handshake #3...215 Activities...216 Lesson 5 Transmission Control Protocol and Data Transmission...220 Frame Encapsulations...220 TCP Header Format...221 Data Transmission...222 Sequence Numbers...223 Segments...223 Push and Urgent Flags...224 vi
ACK and Retransmission...225 Smooth Round-Trip Time...226 Data Reception...227 Window Management...227 Efficient Transmission...228 Variable-Sized Windows...229 Zero Receive Window...229 Connection Termination...230 Side Initiating Disconnection Request...230 Side Responding to Disconnection Request...231 Connection Reset Crash Recovery...231 Activities...232 Lesson 6 Routing Protocols...233 Two Types of Routing Protocols...234 Static Routing Protocol...234 Dynamic Routing Protocol...234 Building the Routing Table...234 Dynamic Routing Protocols...235 Distance-Vector Routing Algorithms...235 Advantages...235 Disadvantages...235 Link-State Routing Algorithms...236 Advantages...236 Disadvantages...237 Routing Tables...237 Multipath Routing...238 Default Routes...239 Internet Routing...240 Autonomous Systems...241 Gateway Protocols...244 Interior Gateway Protocols...244 Exterior Gateway Protocols...244 Activities...246 Lesson 7 Moving Information Across a TCP/IP Network...248 Information Transfer...248 Primary Functions of Each Layer...249 Addressing in Computer Networks...249 Physical Addresses...250 Logical Addresses...250 Using Logical and Physical Addresses for File Transfer...251 Obtaining IP Address and Port Number...251 Port Number...251 IP Address...251 vii
Convergence of Technologies Obtaining Physical Addresses...251 Establishing a Connection Between Applications...252 Transferring Data...252 Terminating the Connection...253 Activity...254 Summary...255 Quiz...257 Module 4 Standards for Convergence...261 Trend Toward Network Convergence...269 Types of Convergence...270 Payload...270 Protocol...270 Physical...270 Device...270 Application...271 Technology...271 Organizational...271 What Is Driving Converged Networks?...271 Cost Reduction...271 Emerging Technologies...272 Greater Flexibility and Functionality...273 Network Requirements for Convergence...273 Standards...273 Converged Network Architecture...274 A Hybrid Approach to Convergence...274 Parallel WAN Paths for Quality of Service...275 Application-Level Quality of Service...276 Activities...277 802.1Q VLAN Standard...280 The Importance of a VLAN Standard...281 The VLAN Tag...281 802.1Q as an Architecture...282 802.1Q Protocols...282 The Promise of 802.1Q...283 Activities...284 802.1p Traffic Prioritization Standard...285 Priority Tags and Traffic Classes...285 How 802.1p Prioritizes Traffic...287 Mapping 802.1p Traffic Prioritization to IP and ATM Networks.. 287 Activities...288 viii
Lesson 4 H.323 Standard for Packet Multimedia...289 Overview of the H.323 Standard...289 Evolution of the H.323 Recommendation...290 Other Standards of the H.32x Family...290 Components of an H.323 Network...291 Terminals...291 MCUs...292 Gateways...292 Gatekeepers...292 H.323 Protocols...293 Audio Codecs...294 Mean Opinion Score...295 Video Codecs...295 RTP...296 RTCP...296 RSVP...297 RAS: H.225...297 Call Signaling: H.225...298 Control Signaling: H.245...298 H.248/Megaco...298 Document Conferencing: T.120 Series...298 Network Infrastructure Requirements...298 Remote Network Access...299 Workstation Requirements...301 Review Questions...302 Summary...304 Quiz...305 Module 5 Computer Telephony Integration...309 Computer Telephony Integration and Call Center Automation...315 CTI in Action...316 Evolution of CTI...317 Levels of Call Center Automation...318 PBX/ACD Routing...318 IVR Routing...319 CTI Software...320 Activities...323 Middleware and Application Programming Interfaces...324 CTI Software...324 Middleware...325 API...326 ix
Convergence of Technologies TAPI...326 TSAPI...327 JTAPI...327 Comparing APIs...328 Activities...329 Computer Telephony Integration Concepts...330 Media Processing and Call Control...330 First-Party Call Control...331 Third-Party Call Control...332 CTI Components...333 CTI Server...333 CTI Client Applications...333 CTI Link...334 Key CTI Implementation Issues...335 Key Integration Steps...336 Enabling CTI in the Avaya Communication Manager...336 MAPD Hardware...336 ASAI Client Software...337 Call Vectoring Software...338 Activities...339 Summary...341 Quiz...342 Module 6 Call Center Components...347 Automatic Call Distribution...350 Call Routing Patterns...351 Reports...352 Configurations...353 Stand-Alone ACDs...353 PC-Based ACDs...354 UnPBX ACDs...355 PBXs With ACD Functions...356 Central Office-Based ACDs...356 Nationwide Networks of ACDs...356 Activities...358 ACD Routing Methods...360 Customer Handling Procedures...361 Waiting Time...361 Recorded Announcements...362 On-Hold Entertainment...362 Program Control Statements...362 x
Telephone System Instructions...362 Priority Queuing...363 ANI Routing...363 Elements of an ANI Transaction...364 DNIS Routing...366 ACD First...366 Server First...368 SBR...369 Routing Rules...371 Multiple Skill Queues...371 Multiple Skills Vs. Multiple Queues...372 SBR Simulations...372 EBR...373 Intelligent Call Queuing...374 Activity...375 Interactive Voice Response...376 Audio Computer Application...377 Data Input...377 Links to Outside Systems...377 Data Output...378 Audio...378 Multimedia...378 Trend Toward Integrated Solutions...379 System Configurations...379 Behind the ACD...379 In Front of the ACD...380 LAN-Based IVR...380 Carrier-Based IVR...381 Common IVR Mistakes...382 Activities...383 Lesson 4 Predictive Dialers...384 Types of Automated Dialing...385 Evolution...385 Basic Elements...386 Pacing Algorithms...386 Reporting Tools...386 Information Interfaces...386 PC-Based Predictive Dialing...387 When Predictive/Preview Dialing Works Best...387 Activities...389 Lesson 5 Fax Messaging...390 Basic Approaches to Fax Messaging...390 Point-to-Point...390 xi
Convergence of Technologies Broadcasting...391 Fax-On-Demand...391 Internet Faxing...392 Activity...393 Summary...394 Quiz...396 Module 7 Computer Telephony Integration Implementation...399 The Systems Approach...402 Project Management...403 Planning...403 Organization...403 Control...403 Five-Step Project Implementation Methodology...404 Project Definition...404 Procurement...405 Pilot...405 Rollout...405 Production...405 Activity...406 Network Design Phases...406 Project Definition...408 Table of Contents of a Typical Project Definition...409 Current Business Description...409 Key Requirements...409 Proposed Solution Using CTI...409 Describe the Current Business Environment...409 Document the Existing Technology...410 Document the Existing Processes...410 Identify Problems...410 Identify Successes...411 Identify Resources and Constraints...411 List the Key Requirements...411 Choose Problems to Be Solved...411 Quantify the Goals...411 Describe the Strategic Benefit...412 Propose the New Technology Solution...412 Identify Procedural Requirements...413 Identify Hardware and Software...413 Identify Installation Considerations...413 Analyze Costs and Benefits...414 Identify Methods...414 xii
Identify Costs...415 Identify Benefits...415 Example: The Value of Time...416 Factors That Affect Financial Results...416 Activities...417 Procurement...419 RFP...419 RFI...420 Contents of a Typical CTI RFP...420 Overview and Instructions...420 Functional Requirements...420 Pricing Form...421 Checklist and Signature Form...421 Evaluating Vendors...421 Setting Expectations...421 Call Center Responsibilities...422 Vendor Responsibilities...422 Activities...423 Lesson 4 Pilot, Rollout, and Production...424 Pilot/Prototyping...424 A Cyclical Method...425 Benefits of Prototyping...426 Rollout...427 Production...427 Phased Release...427 User Support...427 The Report Card...428 Activity...429 Summary...430 Quiz...431 Module 8 Emerging Internet Technologies...435 Web-Enabled Call Centers...443 Internet Callback...444 Tailors Information for Each Customer...444 Increases Site Revenue...444 Captures Qualified Leads...444 Uses Time Efficiently...444 Callback Architectures...445 Nonintegrated Callback...445 xiii
Convergence of Technologies xiv Integrated Callback...446 Web-Integrated Call Centers...448 Implementation Issues...450 Activities...451 Packet Telephony...453 Traditional Separate Networks...454 How Packet Telephony Works...456 Packet Telephony Standards...457 Categories of Internet Telephony...458 Computer-to-Computer...458 Computer-to-Telephone...459 Telephone-to-Telephone...459 Web-to-Call Center Systems...460 Telephony Gateway...461 Packet Telephony Products...461 Toll Bypass Products...462 LAN-Based PBX Systems...462 The UnPBX...462 Voice Quality...463 Encoding and Decoding...463 Propagation...463 Jitter...464 Packet Loss...464 Activities...465 Packet Voice Engineering...467 Factors Impacting Voice Quality...467 Echo and Noise...468 Codec (Transcoding) Delays...470 DSPs...471 Packetization Delay...471 Protocol Overhead...472 Percent of Frame Overhead...473 Actual Codec Bandwidth Required...473 The Effect of Protocol Overhead on VoIP Networks...475 Compressed RTP...475 How crtp Works...478 Routing crtp Traffic...479 Activities...480 Lesson 4 Internet Faxing...483 How Internet Fax Works...483 Types of FoIP...485 Desktop FoIP...485 FoIP Server...486
FoIP Gateway...486 FISP Transmission Using Servers or Gateways...487 FoIP Service Providers...488 Broadcast Services...489 Fax-to-E-Mail (and Vice Versa)...489 Benefits...489 Potential Pitfalls...489 Activities...491 Lesson 5 Internet Multimedia...492 Basic IP Videoconferencing System...493 Input: Microphone and Video Camera...493 Video System Software...494 Codec...494 Types of Videoconferencing Systems...494 ISDN-Based Video: H.320...495 IP-Based Video: H.323...496 H.320 vs. H.323...497 Activity...498 Lesson 6 Unified Messaging...500 Benefits of Unified Messaging...500 Unified Messaging Components...502 Accessing Separate Message Sources...503 Challenges...504 Activities...505 Summary...507 Quiz...509 Glossary...515 Index...535 Overall Course Evaluation Survey...549 xv