Transcript Customer Premise Equipment and Application

Customer Premise
Equipment and
Application
Chapter 5
Introduction to Customer Premise
Equipment
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Everything on the consumer’s side of the
demarcation point is known as customer
premise equipment (CPE), because it resides
on the customer’s premises.
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In telecommunications, a telephone and any
connected parts are known as station
equipment because in the business world, they
are located at a person’s station, or desk.
Dialer
Dialer
Station Protection
Station Protection
Cordless Telephones
Telephones that can be used without a physical
connection to a telephone set, but still rely on a stationary
telephone, or base station, to connect to the PSTN.
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The main drawback to cordless phones is the ease with
which signals can be picked up by eavesdroppers.
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Spread spectrum transmission - signals are separated
and distributed over a wide range of frequencies.
Cordless Telephones
TTY and TDD
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TTY (TeleTYpewriter) - a device invented by the Teletype
Corporation that uses alphanumeric characters entered through
a keyboard to communicate over a voice or data network.
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TDD (Telecommunications Device for the Deaf) - a specially
designed device that uses a TTY and a terminal or computer
screen to help speech and hearing-impaired people
communicate over the PSTN.
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TDDs can use relay centers, or call centers with operators who
translate the typed input for the nonhearing-impaired party and
type responses for reception by the hearing-impaired party’s
TDD.
TTY and TDD
Key Telephone Systems
A system that gives all telephone users within an
organization centralized access to one of many incoming
PSTN lines.
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A KTS typically consists of a wall-mounted control
console that connects to the organization’s internal
phones and to the telephone company’s end office.
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This console, called a key service unit (KSU), signals the
telephone attendant about incoming calls, controls busy
indica-tor lights on line buttons, and tracks call
information, among other tasks.
Key Telephone Systems
Key Telephone Systems
Key Telephone Systems
Features of electronic KTSs include:
 Call forwarding
 Caller identification
 Direct inward dialing
 Do not disturb
 Message waiting
 Music on hold
 Station restriction
 Voice mail
Private Branch Exchange (PBX)
A switch owned and operated by a business or other
private organization that connects multiple telephone sets
to one or more of the telephone company’s central
offices.
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Provides call setup and routing within an organization.
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Whereas a KTS depends on a CO for dial tone, a PBX
actually provides its connected telephones with dial tone.
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A PBX can connect an organization to the PSTN through a
trunk, a connection with significantly more bandwidth than a
local loop which serves to directly connect switches.
Private Branch Exchange (PBX)
Components of a PBX
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A PBX consists of four significant elements:
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Station lines - the lines that connect individual telephone
sets to the switch.
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Central processor - the computer that oversees all PBX
operations, including processing incoming calls, outgoing
calls, call setup, routing, supervision, and data gathering
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Switching module - The equipment that accomplishes call
setup, routing, and supervision, just as a switch in a central
office does.
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Trunks - The lines that connect the switch to COs.
Components of a PBX
Features Offered by a PBX
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Automatic call distribution (ACD)
Automated route selection (ARS)
Computer-telephony integration (CTI)
Power failure provisions
Station message detail recording (SMDR)
System management
Trunk queuing
Unified messaging
Wireless capabilities
Centrex Systems
Centrex System - a switching system that provides
features similar to those offered by a PBX. However, in a
Centrex system, services are supplied from the LEC’s
central office.
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Prevents an organization from having to purchase
and maintain its own switching equipment.
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Business’s lines are separated from other PSTN lines
at the LEC’s CO so that only the subscribing business
can use them.
Call Accounting
The process of collecting call information in a database format
and making it available through a user interface, such as a
software program.
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For each outgoing call, a call accounting system can
record:
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Who initiated the call (from what extension)
The number and identification of the called party
How the call was dialed and routed
Whether the call was completed
How long it took to complete the call
Whether the call was local or long distance
How long the call lasted
How much the call cost
Automatic Call Distribution (ACD)
A method of distributing incoming calls evenly over
multiple stations, according to quantity of calls handled,
free time, or availability.
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Answers an incoming call, then analyzes information about
the call.
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ACDs can also generate information about calls, including
how many were sent to a queue, how long the callers
waited in the queue, and whether they hung up before the
ACD could forward their call to an operator.
Computer Telephony Integration
Significant call control functions that CTI
enables, include:
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Automatic dialing from a PC interface
Call screening based on incoming phone number
identification
Call forwarding programmed through a simple PC
interface
Automated attendant services
Call logging and the collection of call accounting data
Computer Telephony Integration
Some of the significant media processing features
that CTI enables include:
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Voice message recording and playback
Fax storing and sending
Speech recognition and text-to-speech translation (for
instance, your CTI-enabled computer could read an email message to you)
Online call recording
Computer Telephony Integration
Some of the customer data management features
that CTI enables include:
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Access to personal phone books saved on the
network
Caller database records that appear when a number
is selected from the phone book
Retrieval of customer calling patterns and billing
information
Access to customer schedules
Computer Telephony Integration
Interactive Voice Response (IVR)
Enables individuals to provide and retrieve information to
and from a computer through a touch-tone phone.
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Saves money by allowing customers to help
themselves rather than speak to a person and ask
questions.
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May provide information, accept information from a
customer allow the customer to help direct his call
through a series of options, or allow the caller to
choose to speak with an operator.
Voice Mail
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Two categories of voice mail:
 Standalone: may consist of a service
supplied by a LEC’s CO or it may be a
separate device, similar to an answering
machine, connected to one or more station
lines.
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Integrated: one that is connected with a
private switching system through a direct
cable, similar to the way in which a CTI
computer connects with a private switching
system.
Summary
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Customer premise equipment includes telephones,
modems, fax machines, answering machines, and so
on. It may or may not be owned by the customer.
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Touch tone, or simply tone, dialers operate by
transmitting a combination of two frequencies each
time a button is pressed.
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In the telecommunications industry, a pay telephone
is more commonly called a COCOT (customer-owned
coin-operated telephone).