r Telephone System - The ACD ACD Hardware ACD System Features Performance Measurement Agent Capabilities Supervisor Capabilities Caller Support Capabilities Network Services (Outside Lines) for ACDs Other Call Center Capabilities Perspective The Call Center Approach to Designing Office Telephone Systems Chapter 5 - Voice Mail and Automated Attendant Definition by How it Sounds to the Caller 18 The Telecom Handbook THE TELECOM HANDBOOK Physical Components of Voice Mail and Automated Attendant Different Ways of Setting it Up Automated Attendant Voice Mail System Components Voice Mail Capabilities for the Caller Voice Mail System Capabilities for the Mailbox Owner Other Voice Mail Features Voice Mail Administration Voice Mail System Implementation and Integration with the PBX Networking Voice Mail Among Multiple Locations Voice Mail Service Bureaus Voice Mail Purchasing Questions Unified Messaging Chapter 6 - Call Accounting and Telemanagement Systems Call Accounting Telemanagement Systems PART II Telecommunications Convergence Chapter 7 - Convergence of Voice and Data Perspective Introduction An Earlier View of Convergence Product Categories Enabling Convergence Engineering-Based Convergence Concepts Putting The Pieces Together The Telecom Handbook THE TELECOM HANDBOOK Where The Network Components Are Located Communications Servers Replacing The "Mainframe" Switch The Concept Of Specialized Networks Applications-Based Convergence Concepts Computer Telephony Applications Development Other Computer Telephony Applications Chapter 8 - Interactive Voice Response Systems How The IVR Provides Information IVR Management Information Available IVR Implementation Chapter 9 - Fax Servers What is a Fax Server? Fax Mail Fax-on-Demand Methods of Document Selection Broadcast Fax Fax Library Management Methods of Creating and Importing Documents Fax-on-Demand and Fax Broadcast Applications Fax-on-Demand Cost Justifications Configuring Fax-on-Demand PART III Telecommunications Transmission and Outside Lines Chapter 10 - Outside Line