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System Signaling 7 or SS7 is the signaling protocol that drives most of todays modern telecom network. More information can be had at the IEC. Part of the SS7 protocol is a series of release cause codes. These are called ISDN or SS7 Release Cause codes These are numeric codes that provide information...

Gartner recently published a prediction that we will see a rise in Cloud Service Brokerages (https://bit.ly/Rxn2F) as a result of the steam that SaaS is picking up. In fact Gartner has also predicted that "...worldwide cloud services revenue will surpass $56.3 billion in 2009, which is a 21.3 percent increase over the $46.4 billion generated last...

Its been a busy summer, and I have not written for a couple of weeks because I was off galavanting around Alaska. We stayed at a place in the woods, and my wife kept asking me if I wanted to go for a walk. I said 'No, I have no desire to go walking around...

The IVR is a common form of administering transaction-based customer satisfaction surveys in the call center. It involves delivering the survey to the participating customer automatically using pre-recorded question/answer prompts and capturing the customer's response using DTMF tones. There are also several ways in which a survey is delivered to a customer using the IVR....

OK, the schedule process changes are in full swing. Now what? Immediate and overwhelming success? That may be the case for a lucky few, but for the rest of us, we have to give it time. Part Five of a Five Part Series:1. Get Organized2. Ask Your Agents3. Share Your Strategy4. Test It5....

One thing I’ve learned as a product manager in the software industry is how absolutely critical it is to have test groups for your products, internally and externally as a beta group. The primary purpose of these test groups is to identify any defects or issues that would otherwise be a negative experience to our users. Part...

Successful communications networks are going to work when you can get as many people as possible to participate. Cloud oriented communications infrastructures are designed to allow mass participation and involve as many people as possible. This is what drives successful communications systems such as telephone and email to be interconnected. Delivering the communication as a service to...