Kerstin Peterson has been in telecommunications for 14 years. She's worked as a telecom analyst for the University of Pennsylvania, ALPO Petfoods and Dean Witter Reynolds, and spent five years as owner/operator of an interconnect company. She has written for Teleconnect magazine, Computer Telephony magazine and Call Center Magazine since 1996 and works as a contract project manager and freelance technical writer. Kerstin can be reached through her Web site, www.kerstin.net.

• Telecom Basics 1 Introduction 2 The History of the Telephone 3 The Telecommunications Act of 1996, the Local Loop and CLEG (Competitive Local Exchange Carriers) 4 Consultants and Subcontractors 5 Choosing a Dealer Communications Systems and Hardware 6 The Secondary Market 7 How to Install a Phone System 8 Key Systems 9 Private Branch Exchanges (PBX) 10 Communications Servers 11 Repeaters and Routers 12 Centrex Service 13 Call Center Technology 14 Phone System Equipment List 15 Phone System Manufacturer List 16 Basics and Standards Color codes, types and kinds of wire and categories 17 Structured Wiring Systems 18 Telemanagement 19 Wiring Diagrams 20 Fax 21 Voicemail 22 Interactive Voice Response (IVR) and Auto Attendants 23 Call Accounting 24 Power Protection 25 Trunks, Dialing Plans and Local Service 26 T-l Carriers27 Long Distance Services 28 New Area Codes29 Area Codes List 30 Analog Transmission, Multiplexing and Circuits 31 Signaling and ANI (Automatic Number Identification) 32 Data Communications, Digital Voice and the OSI Model 33 Integrated Digital Services Network ISDN 34 Frame Relay 35 Asynchronous Transfer Mode (ATM) 36 Digital Subscriber Line (xDSL) 37 Computer Telephony Integration (CTI) 38 Voice Over the Internet or Intranets The Internet Protocol39 Unified Messaging 40 Enhanced Services Platforms 41 Sample Design Keysheet 42 List of Agencies and Organizations 43 Glossary