Telecom For Dummies

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ISBN: 9780471770855 | 047177085X
Cover: Paperback
Copyright: 4/10/2006

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Worldwide telecom spending was over $4 trillion in 2004, and virtually all 12 million businesses in the U.S. buy phone and other telecom services Our book shows people at small and medium-sized businesses how to make sense of telecom lingo and get the best deals Includes an overview of the major players in the telecom industry and an easy-to-understand explanation of the existing telecom infrastructure Helps people pinpoint the telecom services best suited to their business needs, understand billing, and troubleshoot problems Covers emerging industry trends, such as Voice over Internet Protocol (VoIP), and how they can help businesses cut costs

Introduction

(1)

About This Book

(1)

Conventions Used in This Book

(1)

What You Don't Have to Read

(1)

Icons Used in This Book

(1)

Foolish Assumptions

(1)

How This Book Is Organized

(2)

Part I: The ABCs of Telecom Services

(1)

Part II: Reviewing Telecom Products and Prices

(1)

Part III: Ordering and Setting Up Telecom Service

(1)

Part IV: Taking Care of Your Telecom System

(1)

Part V: What's Hot (Or Just Geeky) in the Telecom World

(1)

Part VI: The Part of Tens

(1)

Where to Go from Here

(2)

Part 1: The ABCs of Telecom Service

(46)

A Buyer's Scoop on Telecom

(14)

Assessing Your Telecom Services As They Are Now

(1)

Identifying Your Carriers

(3)

Looking locally

(1)

Introducing competing local exchange carriers

(1)

Going for long distance

(1)

Working with wireless providers

(1)

Knowing Why Your Company Needs Telecom

(2)

Introducing Dedicated Long-Distance Circuits

(2)

Finding People to Help You Make the Right Choices

(3)

Meeting the sales rep

(1)

Seeking out a hardware vendor

(2)

Planning for Growth

(2)

Troubleshooting All Things Telecom

(1)

Making (And Living with) Telecom Decisions

(20)

Analyzing How Many Phone Lines You Need

(1)

Locating Your Phone System: What's in Your Closet

(1)

Putting a Name with a Face: Identifying Your System

(7)

No phone system

(1)

Centrex or Centranet

(1)

The key system

(2)

The Post Branch Exchange: PBX

(2)

Multiplexers

(1)

Getting the Least You Need to Know about Your Phone System

(1)

Deciding whether to Get Dedicated or Stay Switched

(3)

Understanding switched system costs

(1)

Understanding dedicated system costs

(1)

Making the final cost comparison

(1)

Understanding and Preventing Fraud

(3)

Stopping PBX hacks

(1)

Cracking down on calling card fraud

(1)

Negotiating the Best Telecom Deal

(3)

Getting the timing right

(1)

Dealing with least cost routing over several carriers

(2)

Getting Around the Telecom Neighborhood

(10)

Identifying Your Telecom Neighborhood

(2)

Understanding the role of local carriers and long-distance carriers in LATAs

(1)

LATA numbering and borders

(2)

Understanding Your Call Types

(6)

Making a local call

(1)

Introducing the LERG database

(1)

Making local toll calls

(1)

Making an intrastate call

(1)

Making an interstate call

(1)

Dealing with calls to outlying areas

(1)

Making bona fide international calls

(1)

Dialing internationally for the first time

(1)

Blocking International Calls

(1)

Part II: Reviewing Telecom Products and Prices

(58)

Understanding Dedicated Service Requirements

(10)

Understanding the Language of Dedicated Service

(1)

Understanding Your Responsibilities When You Get a Dedicated Circuit

(4)

Getting all the equipment you need to make your dedicated circuit go

(3)

Handling building-specific issues

(1)

Taking Responsibility for the Inside Wiring

(4)

Knowing the facts about local carriers and inside wiring

(2)

Addressing your options honestly

(2)

Meeting Toll-Free Service, the Red-Headed Stepchild of Telecom

(24)

Taking a Peak at Toll-Free Service Basics

(3)

Understanding the physical properties of a toll-free number

(1)

Understanding the ring-to factor

(1)

Understanding the role of a RespOrg

(1)

Accepting Financial Responsibility for Wrong Numbers

(1)

Coming to Terms with the Toll-Free Life Cycle

(3)

Conception

(1)

Birth

(1)

Adulthood

(1)

Demise

(1)

Evaluating Your Business's Toll-Free Needs

(11)

Small to midsize businesses

(1)

Small to midsize service businesses with several locations

(1)

Telecom-centered businesses

(5)

Large businesses with heavy usage and multiple locations

(4)

Identifying Your Carrier's Available Toll-Free Services

(2)

Realizing the Cost of Enhanced Toll-Free Services

(4)

Getting the Non-Accountant's Guide to Your Phone Bill

(22)

Relying on Your Contract

(1)

Reviewing the Summary Pages

(5)

Previous balance, payments, and credits

(1)

Checking aggregate costs and minutes per phone number or circuit

(1)

Addressing monthly recurring charges for dedicated circuits

(1)

Understanding installation charges for dedicated circuits

(1)

Dealing with monthly recurring charges for features and services

(1)

Handling installation charges for features and services

(1)

Confirming that all the numbers listed are yours

(1)

Analyzing other charges and discounts

(1)

Taking taxes into account

(1)

Negotiating the Best Makeup for Your Per-Minute Cost

(6)

Understanding call duration and incremental billing

(1)

Dealing with decimal rounding

(1)

Figuring out flat and tiered rates

(3)

Receiving Your Invoice Your Way

101

(2)

Going old school with paper invoices

102

(1)

Having the best of both worlds with CD-ROM billing

102

(1)

Getting digital with online billing

102

(1)

Knowing about Billing Issues

103

(4)

Keeping an eye out for long-duration calls

103

(1)

Making note of duplicate calls

104

(1)

Handling overlapping calls

105

(1)

Watching for connect signal issues (especially on international calls)

105

(1)

Facing facts about old calls

106

(1)

Handling Your Billing Disputes

107

(4)

Understanding your carrier's process

107

(1)

Working the appeals process

108

(1)

Tracking your disputes

109

(2)

Part III: Ordering and Setting Up Telecom Service

111

(98)

Ordering Regular Phone Lines and New Long-Distance Service

113

(20)

Ordering a Phone Line

114

(7)

Need a line? Calling a LEC

114

(1)

Calling your local carrier

114

(1)

Finding out who your local carrier is

115

(1)

Placing the order

116

(1)

Securing your phone lines with a PIC freeze

116

(1)

Understanding and recovering from being slammed

117

(2)

Planning for inside wiring

119

(1)

Adding a new phone line to your long-distance carrier

120

(1)

Dealing with a screw-up between the local and long-distance carriers

120

(1)

Changing Your Long-Distance Carrier if You Have Regular Phone Lines

121

(6)

Beginning the process

122

(1)

Understanding the timeline

122

(1)

Explaining your rejections

123

(1)

Completing the move without rejections and other hassles

124

(1)

Keeping bills within reason when you self-PIC

125

(1)

Confirming your long-distance carrier

125

(1)

Cancelling service with your old carrier

126

(1)

Casual Dialing

127

(3)

Understanding how 10-10 codes work

127

(1)

Benefits of casual dialing

128

(1)

Making sure your casual dialing carrier is designated as no-PIC

129

(1)

Avoiding the downside of casual dialing

130

(1)

Moving Your Phone Number

130

(1)

Understanding the Porting Process

131

(2)

Ordering Dedicated Service

133

(32)

Ordering the Circuit's Configuration

134

(6)

Time division multiplexing and clock source

134

(2)

Line coding and framing

136

(1)

Outpulse signal and start

137

(2)

Introducing trunk groups

139

(1)

Evaluating Out-of-Band Signaling

140

(6)

Integrated Services Digital Network: ISDN

140

(3)

Signaling System Seven: SS7

143

(2)

Feature Group D

145

(1)

Understanding Local Loop Pricing

146

(3)

Understanding the elements of local loop pricing

147

(1)

Investigating your pricing options

148

(1)

Evaluating Your Local Loop Choices

149

(1)

Speeding Up Order Processing?

150

(1)

Ordering a Carrier-Provided Loop Circuit

150

(2)

Getting realistic when your order becomes a project

151

(1)

Receiving a Firm Order Commitment

151

(1)

Ordering a Customer-Provided Loop Circuit

152

(5)

Ordering a local loop makes you responsible for it

154

(1)

Understanding the CFA

154

(1)

Understanding the Design Layout Record (DLR)

155

(1)

Using a meet-me room (MMR)

156

(1)

Ordering a Circuit Without a Local Loop

157

(3)

Introducing the carrier hotel

158

(1)

Selecting a colo provider

158

(1)

Ordering the cross-connect

159

(1)

Understanding the zero-mile loop

160

(1)

Preparing for the Installation

160

(5)

Creating a Technical Cut Sheet

161

(4)

Ordering Toll-Free Service

165

(28)

Reserving New Toll-Free Numbers

166

(3)

Requesting random toll-free numbers

166

(1)

Requesting a vanity number

166

(1)

Following basic vanity do's and don'ts

167

(2)

Migrating a Toll-Free Number

169

(4)

Filling out the RespOrg LOA

169

(2)

Scheduling your migrations

171

(2)

Handling Toll-Free Rejection

173

(2)

All-data mismatch

173

(1)

RespOrg illegible

173

(1)

LOA is expired

174

(1)

Name/number or address mismatch

174

(1)

Number under contract

175

(1)

Unsatisfactory business relationship

175

(1)

NASCing (Migration by Other Means)

175

(3)

Understanding that NASCing is a temporary solution

176

(1)

Following best NASCing practices

177

(1)

Ordering Switched Toll-Free Numbers

178

(1)

Ordering Dedicated Toll-Free Numbers

179

(4)

Dedicated toll-free ordering timelines

179

(1)

Giving general information about the order

179

(1)

Ordering DNIS digits

180

(1)

Setting up ANI delivery

181

(1)

Setting up ANI Infodigits

181

(1)

Overflow routing to another dedicated circuit

182

(1)

Overflow routing to a switched phone line

182

(1)

Identifying new or migrated numbers

183

(1)

Using a Hot Cut to Activate Your Dedicated Toll-Free Numbers

183

(3)

Making sure the right people are invited to the hot cut party

184

(1)

Accomplishing the perfect hot cut (Timing is everything)

185

(1)

Resolving Activation Issues on Migrated Toll-Free Numbers

186

(1)

Resolving Common Dedicated Toll-Free Migration Scenarios

187

(6)

Activation without a hot cut

187

(2)

Cancellation before activation

189

(2)

Negotiating a hot cut without RespOrg

191

(2)

Activating Your Dedicated Circuit and Toll-Free Numbers

193

(16)

Requesting a Hot Cut or Parallel Cut

194

(1)

Inviting the Right People to the Installation

194

(4)

Getting your A-list together: Mandatory participants in your activation party

194

(2)

Bringing in the B-list: Optional guests

196

(1)

Banning participants: You definitely don't want to see these faces

197

(1)

Preparing for the Installation

198

(2)

Writing an Installation Journal

200

(1)

Installing the Circuit

201

(4)

Step 1: Introducing and reviewing

201

(1)

Step 2: Connecting your hardware to your carrier

202

(1)

Step 3: Activating the individual channels

203

(1)

Step 4: Making test calls

204

(1)

Step 5: Testing the toll-free numbers

204

(1)

Identifying Installation Problems

205

(1)

Issues of connectivity

205

(1)

Issues of hardware failure

206

(1)

Configuration issues

206

(1)

Troubleshooting Continuity Issues

206

(3)

Part IV: Taking Care of Your Telecom System

209

(84)

Maintaining Your Telecom Services

211

(22)

Understanding Troubleshooting Basics

212

(8)

Switched outbound long-distance call

213

(1)

Switched inbound long-distance call

214

(1)

Switched local call (inbound or outbound)

214

(1)

Dialing someone else's toll-free number

215

(1)

Someone is dialing your switched toll-free number

215

(1)

Dedicated calling

216

(2)

Comparing call types

218

(1)

Narrowing down carrier-level problems

219

(1)

Getting the Most from Your Carrier's Troubleshooting Department

220

(9)

Identifying your call treatment

222

(5)

Providing a call example

227

(1)

Understanding when to provide multiple call examples

228

(1)

Managing Your Trouble Tickets

229

(2)

Understanding the timelines

229

(1)

Coping with large outages

230

(1)

Troubleshooting International Calls

231

(1)

Resolving International Fax Issues

231

(2)

Troubleshooting Switched Network Issues

233

(26)

Doing Background Work Before You Begin Troubleshooting

234

(1)

Determining whether the problem is a provisioning issue

234

(1)

Talking to your staff

235

(1)

Starting the Troubleshooting Process

235

(10)

Step 1: Redialing the number

236

(1)

Step 2: Validating your long-distance carrier

236

(2)

Step 3: Forcing the call over your long-distance carrier

238

(3)

Step 4: Dialing over another long-distance carrier

241

(2)

Step 5: Dialing from another local carrier

243

(2)

Getting Switched Toll-Free Troubleshooting Basics

245

(8)

Step 1: Dialing the number yourself

246

(1)

Step 2: Dialing the ring-to number locally

247

(2)

Step 3: Dialing the ring-to number through your long-distance carrier

249

(1)

Step 4: Dialing the ring-to number over another carrier

250

(2)

Step 5: Validating the ring-to number and RespOrg

252

(1)

Troubleshooting Toll-Free Issues from Canada, Alaska, and Hawaii

253

(4)

Getting a sample troubleshooting scenario for outlying areas

254

(1)

Fabricating a call example

255

(2)

Troubleshooting International Toll-Free Issues

257

(2)

Troubleshooting Your Dedicated Circuits

259

(34)

Identifying the Level of Your Problem

260

(3)

Identifying circuit variables in circuits that are DS-3 or larger

261

(1)

Identifying DS-1-level circuit variables

262

(1)

Identifying DS-0 or individual channel issues

262

(1)

Categorizing the Nature of Your Problem

263

(4)

Understanding dedicated call quality issues

263

(2)

Understanding circuit failure issues

265

(2)

Opening a Trouble Ticket for Your Dedicated Circuit

267

(4)

Going through the basics

267

(1)

Letting your channels be your guide

268

(3)

Managing Your Dedicated Trouble Ticket

271

(1)

Getting the Basics of Dedicated Outbound Troubleshooting

272

(12)

Step 1: Rebooting your hardware

272

(2)

Step 2: Intrusively testing: Looping the CSU

274

(5)

Step 3: Looping the NIU

279

(2)

Step 4: Looping to your T-1 jack

281

(2)

Step 5: Looping the CFA point

283

(1)

Following a Dedicated Troubleshooting Shortcut

284

(2)

Validating the Circuit You Are Testing

286

(1)

The Basics of Dedicated Toil-Free Troubleshooting

287

(5)

Step 1: Identifying a provisioning issue

287

(1)

Step 2: Redialing your dedicated toll-free number

288

(1)

Step 3: Validating your dedicated RespOrg

289

(1)

Step 4: Validating the DNIS configuration

290

(1)

Step 5: Head-to-head dedicated toll-free testing

291

(1)

Handling Dedicated Toll-Free Quality Issues

292

(1)

Part V: What's Hot (Or Just Geeky) in the Telecom World

293

(32)

Transferring Data, Not Just Voice Content

295

(14)

Understanding Your Data Transfer Requirements

296

(1)

Transmitting Data the Old-Fashioned Way

296

(1)

Processing Constant Transmissions between Locations

297

(3)

Private line pricing

298

(1)

Drawbacks of private lines

299

(1)

Understanding a Frame Relay Network

300

(4)

Drawbacks of frame relay networks

300

(1)

Frame relay element #1: The local loop

301

(1)

Frame relay element #2: The frame relay port

302

(1)

Frame relay element #3: The permanent virtual circuit, or PVC

302

(1)

Understanding your virtual circuit's bandwidth needs

303

(1)

New and Improved Transmission for Multiple Locations

304

(5)

Understanding why smarter is better

305

(1)

Label Edge Router: LER

306

(1)

The local loop

307

(1)

The MPLS port

307

(1)

Bandwidth

307

(2)

Riding the Internet Wave: VoIP

309

(16)

Understanding VoIP Basics

310

(1)

Understanding IP Protocols for VoIP

311

(5)

Comparing H.323 and SIP

311

(1)

Understanding the structure of a VoIP call

312

(3)

Understanding your voice choices

315

(1)

Ordering VoIP Service

316

(5)

Choosing your VoIP hardware

317

(2)

Conserving bandwidth by controlling the RTP stream

319

(1)

Passing the Interoperability test

320

(1)

InterOp testing for compatibility

321

(1)

Hearing VoIP Quality Issues

321

(4)

Getting beyond latency

322

(1)

Dealing with jitter

322

(1)

Moving your existing telephone number to VoIP

323

(2)

Part VI: The Part of Tens

325

(18)

Ten Acronyms and What They Really Mean

327

(4)

Getting to Know Your LEC

327

(1)

Understanding ANIs

328

(1)

Getting Firm with an FOC

328

(1)

NASCing Your Numbers

328

(1)

Getting an RFO

329

(1)

Getting Your Hands on a CSU

329

(1)

Making Sure You Get a CFA

329

(1)

Being a Part of the PFM

330

(1)

Getting Your CICs

330

(1)

Ten Troublesome Telecom Traits to Avoid

331

(6)

Finger-Pointing Your Way into a Corner

331

(1)

Expecting a Credit After an Outage

332

(1)

Ignoring the Facts: Fraud Is Not Free

332

(1)

Not Accepting Admitting Defeat When an Order Turns into a Project

332

(1)

Having Expectations That Go Beyond Reality

333

(1)

Expecting Mother Theresa

333

(1)

Not Paying Attention to Smaller Companies

334

(1)

Forgetting to Do the Math

334

(1)

Falling for the Standard Interval Shield

335

(1)

Demanding to Sue or Take Legal Action

335

(2)

Ten Places to Go for Hints and Help

337

(6)

Calling Your Long-Distance Carrier

337

(1)

Smooth Talking with Your Telecom Salesperson

338

(1)

Talking to Your Hardware Vendor

338

(1)

Visiting the Local Calling Guide Industry Web Site

339

(1)

Using the Magic 8 Ball

339

(1)

Going to Manufacturer Web Sites

339

(1)

Searching the Internet

339

(1)

Using Your Escalation List

340

(1)

Taking Your Questions to Another Hardware Vendor

340

(1)

Starting Over

341

(2)

Appendix: Making a Loopback Plug

343

(4)

Index

347

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Telecom For Dummies

Summary

Author Biography

Table of Contents

Supplemental Materials