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Hopefully, this discussion of CTI will provide you with some appreciation of the capabilities and features that contribute to the merger of computing and PBX architectures The use of an onscreen interface at a desktop PC enables users to manage and maintain their mailboxes for voice messaging as well as e-mail Beyond that, a visual display can be received directly to the desktop, outlining the number of faxes, e-mails, or voice messages waiting to be retrieved With the integration of the voice and text applications, the user can also see who the messages are from and prioritize the receipt of each of these messages based on some preconditioned arrangement All of this facilitates the integration of the computer and telephony capabilities onto a single, simple platform that empowers the end user to access information more readily Moreover, with the implementation of CTI as a front-end processor for the organization s telemarketing or order processing departments, customers have the ability to retrieve information at will This use of touch-tone or voice response systems enables a customer to literally walk through catalogs, check status on orders, check inventories, or even check the process of billing information, all without human involvement It is not the intent of this discussion to rule out the use of all humans, but rather show how humans can be more productive in performing the functions for which they were initially hired By taking the repetitive look-up -type applications along with the data applications and allowing them to be controlled by the end user (or customer), the organization can save a significant amount of time and money and better utilize the human resources they have The industry, however, is now facing a severe shortfall of skill sets and talents that could facilitate some of these functions With the use of the CTI application, this human resources shortfall can easily be supplemented through technology As things progress even more, additional applications such as video servers may well be added to this architecture and enable callers to view displays on a downloadable file, so that catalog information could be easily retrieved with a video clip that would show exactly what the customer is ordering or buying Moreover, as the video clips and the fax services and voice messaging capabilities all become integrated into one tightly coupled architecture, customers could see the article, place the order, and literally construct the order customized to their needs One can only imagine some of the possibilities of these features and functions that will be available in the future, but as with anything else, the first steps must be implemented In short, an organization must recognize the potential benefits that can be derived from a CTI application Its capabilities are exciting because of all of the different ways CTI can be used With a GUI-based system, a point-and-click, mouse-driven application on a desktop enables end users as well as customers to literally walk their way through all catalogs and information.

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Analytic applications are specialized tools that enabled detailed analysis on data in a warehouse In this book I specifically about tools that interact with Analysis Services, the cube-building engine Microsoft provides with SQL Server Surprisingly, most readers will already be using the most popular analytic application, Microsoft Excel Excel has had the capability to interact with Analysis Services cubes for some time, but Excel 2007 makes a huge leap forward in the capabilities and usability of Excel as a cube browsing tool For years, the most popular third-party tool for browsing cubes was ProClarity ProClarity Corporation created a thick, desktop client called ProClarity Professional, as well as a web-based tool they called ProClarity Analytics Server, or PAS PAS included a thin client for browsing cubes called ProClarity standard, and it mimicked most, but not all, of the functionality found in ProClarity Professional With Microsoft s acquisition of ProClarity in 2006, the groundwork was laid to merge the strong analytic tools from ProClarity with some of Microsoft s tools, including the Business Scorecard Manager The merger of these tools, as well as the addition of a planning piece, has led to PerformancePoint Server Analytic applications such as ProClarity are designed for analysts who need to perform complex analysis on data This doesn t mean that such tools are limited only to analysts I ve have taught numerous ProClarity classes to end users over the years However, these tools are more specialized than standard reports and therefore don t have the same broad reach They are designed primarily for someone who

9: Integrated Services Digital Network (ISDN)

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wants to work with the data without restrictions and follow any train of thought through iterative analysis of the data Many of these tools also include advanced visualizations in the form of different graph and chart types Figure 1-4 shows an example of some of ProClarity s advanced views of the data and how they can be used to quickly identify problem areas, outliers, and so forth In many organizations, the number of people needing a full-blown analytic tool compared to reports with limited analytics is anywhere from 1:5 to 1:10; in other words, one user will need a true analytic tool for every five to ten users that consume reports However, Excel skews this number by allowing for the creation of canned reports against the data while still allowing for a fairly detailed analysis Therefore, assume that the line between true analytic tools and more general tools is continually blurring

This chapter will describe the concept of the Integrated Services Digital Network (ISDN) and will focus specifically on the following topics:

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ISDN was conceived in the early 1980s by the world s telephone companies as the next generation network The existing voice networks didn t deal well with data for the following reasons:

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Figure 1-4

One had to use modems to transmit data The data rates were around 9600 b/s Connections (worldwide) were unreliable

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ProClarity provides advanced visualizations which enable users to more quickly analyze and explore data