Presents the big picture in computer/telephony integrationEnables improvement in telephony architecture by using standards-based software utilitiesProvides money saving tips on purchases or leases of equipment and tips on negotiating service level agreementsHelps you strengthen your organization's securityExplains how to reap savings and efficiency from IP-based voice systems Communications and IT professionals are often asked to make decisions that affect telecommunications services and costs for years. Computer Telephony Integration, Second Edition reduces the anxiety of those decisions by explaining convergence, telephony standards, new and powerful tools for call centers, IP telephony, infrastructure management tools, and advanced business applications using SS7 and its open system successors. The second edition has expanded chapters on security, cost management, call center technology, and IP telephony. Case studies provide a real world perspective on many of the newest CTI technologies. For those new to the subject, a basics primer is provided.