Tabla de Contenidos: “…The key to a successful VoC - robust data -- Audio recording and transcriptions -- Video recording -- Interview roles and responsibilities -- Moderator role and responsibility -- Listener/note taker responsibility -- Observer -- Interview introduction -- Moderator tips -- Ladder of abstraction -- The five whys -- Note taker tips -- Don'ts for the interview -- Observational VoC -- Practicing the interview -- Perfecting the interview -- Concept testing -- Following up -- Summary -- Chapter 7: Understanding the Customer's Voice -- Consolidating the customer's voice -- Prioritizing the customer's voice -- From voices into customer requirements -- Sorting and prioritizing the customer's requirements -- Summary -- Chapter 8: Validating the Customer's Voice -- Linkert scale -- Kano model -- Using the Kano model as part of your VoC process - Kano questionnaire -- Using the Kano model as part of your VoC process - Kano analysis -- Summary -- Chapter 9: Completing the Circle - Using the Customer's Voice in Your Organization -- From voices to product requirements - types -- From voices to product requirements - characteristics -- Attainable -- Valuable -- Concise -- Design free -- Complete -- Clear, consistent, and unambiguous -- Verifiable -- Traceable -- Measurable -- Atomic -- Prioritized -- Getting the requirements into engineering - QFD -- Airline feedback for airline seat -- Passenger feedback for airline seat -- Pricing -- Articulating the value -- Summary -- Epilogue -- Appendix: Epilogue…”

“…If you're a new or experienced designer of conversational voice first experiences, this handy reference provides actionable answers to key aspects of eyes-busy, hands-busy, voice-only user interfaces. …”

Materias:

“…Voice and videoconferencing fundamentals…”

“…Cisco Press networking technology series. Voice over IP security…”

“…As a final exam preparation tool, the CCNA Voice Quick Reference provides a concise review of all objectives on the new IIUC exam (640-460). …”

Tabla de Contenidos: “…Cover -- Contents -- Introduction -- Part I: PSTN -- Chapter 1 Overview of the PSTN and Comparisons to Voice over IP -- The Beginning of the PSTN -- Understanding PSTN Basics -- PSTN Services and Applications -- Drivers Behind the Convergence Between Voice and Data Networking -- Packet Telephony Network Drivers -- New PSTN Network Infrastructure Model -- Summary -- Chapter 2 Enterprise Telephony Today -- Similarities Between PSTN and ET -- Differences Between PSTN and ET -- Common ET and PSTN Interworking -- Summary -- Chapter 3 Basic Telephony Signaling -- Signaling Overview -- E&M Signaling -- CAS -- ISDN -- QSIG -- DPNSS -- Summary -- Chapter 4 Signaling System -- SS7 Network Architecture -- SS7 Protocol Overview -- SS7 Examples -- List of SS7 Specifications -- Summary -- Chapter 5 PSTN Services -- Plain Old Telephone Service -- Business Services -- Service Provider Services -- Summary -- Part II: Voice over IP Technology -- Chapter 6 IP Tutorial -- OSI Reference Model -- Internet Protocol -- Data Link Layer Addresses -- IP Addressing -- Routing Protocols -- EIGRP -- IP Transport Mechanisms -- Summary -- References -- Chapter 7 VoIP: An In-Depth Analysis -- Delay/Latency -- Jitter -- Pulse Code Modulation -- Voice Compression -- Echo -- Packet Loss -- Voice Activity Detection -- Digital-to-Analog Conversion -- Tandem Encoding -- Transport Protocols -- Dial-Plan Design -- End Office Switch Call-Flow Versus IP Phone Call -- Summary -- References -- Chapter 8 Quality of Service -- QoS Network Toolkit -- Edge Functions -- Traffic Policing -- Backbone Networks -- Rules of Thumb for QoS -- Cisco Labs' QoS Testing -- Summary -- Chapter 9 Billing and Mediation Services -- Billing Basics -- Case Study: Cisco SIP Proxy Server and Billing -- Challenges for VoIP Networks -- Mediation Services -- Summary -- Chapter 10 Voice Security…”

“…The CCNA® Voice certification expands your CCNA-level skill set to prepare for a career in voice networking. …”

“…Voice enabling the data network…”

Materias: