Approved for public release, distribution is unlimited / Recent advances in information technology communications have brought about increases in bandwidth and processing speeds to encourage the growth of Internet Protocol Telephony (IPT), a method of transmitting voice conversations over data networks. Many organizations are replacing portions of their traditional phone systems to gain the benefits of cost savings and enhanced feature sets through the use of IPT. The Coast Guard has an interest in exploiting this technology, and has taken its first steps by implementing IPT at Headquarters Support Command in Washington D.C. This thesis investigates the successful implementation practices and security policies of commercial, educational, and government organizations in order to create recommendations for IPT security policies and implementation practices relevant to the Coast Guard. It includes the discussion of the public switched telephone network, an overview of IPT, IPT security issues, the safeguards available to counter security threats, the tradeoffs (e.g., voice quality, cost) required to mitigate security risks, and current IPT security policy and implementation guidance. It is supported by the study and analysis of the IPT system at Coast Guard Headquarters. The Coast Guard gains an understanding of the advantages, limitations, and security issues that it will face as it considers further implementation of IPT. / Lieutenant, United States Coast Guard

M.Phil. (Electrical & Electronic Engineering) / Without any doubt, the entire range of voice and TV signals will migrate to the packet network. The universal addressable mode of Internet protocol (IP) and the interfacing framing structure of Ethernet are the main reasons behind the success of TCP/IP and Ethernet as a packet network and network access scheme mechanisms. Unfortunately, the success of the Internet has been the problem for real-time traffic such as voice, leading to more studies in the domain of Teletraffic Engineering; and the lack of a resource reservation mechanism in Ethernet, which constitutes a huge problem as switching system mechanism, have raised enough challenges for such a migration. In that context, ITU-T has released a series of Recommendation under the umbrella of H.323 to guarantee the required Quality of Service (QoS) for such services. Although the “utilisation” is not a good parameter in terms of traffic and QoS, we are here in proposing a multiplexing scheme with a queuing solution that takes into account the positive correlations of the packet arrival process experienced at the multiplexer input with the aim to optimize the utilisation of the buffer and bandwidth on the one hand; and the ITU-T H.323 Endpoints and Terminals configuration that can sustain such a multiplexing scheme on the other hand. We take into account the solution of the models from the M/M/1 up to G/G/1 queues based on Kolmogorov’s analysis as our solution to provide a better justification of our approach. This solution, the Diffusion approximation, is the limit of the Fluid process that has not been used enough as queuing solution in the domain of networking. Driven by the results of the Fluid method, and the resulting Gaussian distribution from the Diffusion approximation, the application of the asymptotic properties of the Maximum Likelihood Estimation (MLE) as the central limit theorem allowed capturing the fluctuations and therefore filtering out the positive correlations in the queue system. This has resulted in a queue system able to serve 1 erlang (100% of transmission link capacity) of traffic intensity without any extra delay and a queue length which is 60% of buffer utilization when compared to the ordinary Poisson queue length.

Approved for public release, distribution is unlimited / In this thesis, Voice over Internet Protocol (VoIP) technology will be explored and a recommendation of the operational benefit of VoIP will be provided. A network model will be used to demonstrate improvement of voice End-to-End delay by implementing quality of service (QoS) controls. An overview of VoIP requirements will be covered and recommended standards will be reviewed. A clear definition of a Battle Group will be presented and an overview of current analog RF voice technology will be explained. A comparison of RF voice technology and VoIP will modeled using OPNET Modeler 9.0. / Lieutenant, United States Navy

Thesis (M. Tech. Engineering: Electrical--Vaal University of Technology. / This dissertation discusses the design and implementation of a voice over internet protocol system for the multi-user enterprise. It is limited to small to medium enterprises of which the Vaal University of Technology is an example. Voice communications over existing Internet protocol networks are governed by standards, and to develop such a system it is necessary to have a thorough understanding of these standards. Two such standards namely the International Telecommunications Unions H.323 and the Internet Engineering Task Force's SIP were evaluated and compared to each other in terms of their complexity, extensibility and scalability as well as the services they offer. Based on these criteria it was decided to implement a SIP system. A SIP network consists of application software that act as clients and servers, as well as hardware components such as a proxy and redirect and registrar or location servers that allow users of this network to call each other on the data network. Gateways enable users of the network to call regular public switched telephone network numbers. A test network was set up in the laboratory that contained all the hardware and software components. This was done to understand the installation and configuration options of the different software components and to determine the suitability and interoperability of the software components. This network was then migrated to the network of the Vaal University of Technology which allowed selected users to test and use it. Bandwidth use is a major point of contention, and calculations and measurements showed that the codec being used during the voice call is the determining factor. This SIP system is being used on a daily basis and the users report excellent audio quality between soft phones and soft phones, soft phones and normal telephones and even cellular phones.

Crowdsourcing is the outsourcing of a job or task to a large group of individuals. Crowdsourcing has emerged from the concepts of Outsourcing, Open Source Software (OSS) Collaboration, Open Innovation, and User Innovation. While Crowdsourcing has provided an innovative way in which work can be outsourced to a large group of people, the advent of Mobile Telephony in Africa has provided a whole new dimension. This is the merging of the concepts of Crowdsourcing and Mobile Telephony, to form Mobile Crowdsourcing. Mobile Crowdsourcing has the potential to contribute significantly to the use of Information Technology (IT) in developing countries by providing a platform that would enable people such as those in peri-urban Kenyan communities, to utilise their mobile handsets to perform a set of mobile-based tasks. Payment for these tasks is made possible through mobile money platforms such as “M-Pesa”. Such innovation could provide a means for social empowerment for many of these unemployed technology users. This study sets forth to examine a set of factors that are likely to predict the “participation intention” of peri-urban Kenyan youths in Mobile Crowdsourcing. Motivational Theory, and the Theory of Reasoned Action (TRA) form the core of the theoretical framework used for this study. The McKnight Model is used as a supporting theory, to examine “trusting beliefs”. In addition, the constructs “perceived credibility”, “social influence” and “community identification” are derived from prior studies that use Socio Cognitive Theory and an extended version of the Technology Acceptance Model (TAM). These also play a supporting role. Using a survey instrument, data was collected from peri-urban youths in four peri-urban communities, and 279 usable responses were obtained for this study. Findings show that “self-development”, “integrity”, and “reputation” are the most significant predictors of “participation intention”. These three variables account for 17% of the variance in “participation intention”. Contrary to suggestions made in prior literature on Crowdsourcing, “monetary compensation” was not found to be a key motivator. This finding will no doubt spark future debate as to the role money plays in Crowdsourcing, especially in Africa. Additional findings show that “attitude” was found to be a strong mediator of the relationship between “technology anxiety” and “participation intention”. Moreover, “community identification” was found to be a full moderator of the relationship between “social influence” and “participation intention”. Findings made uncovered new insights about the perceptions and attitudes of mobile phone users in developing countries. Contributions made to theory and practice are also discussed.

Leung Cheung-chi. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2001. / Includes bibliographical references (leaves 76-78). / Abstracts in English and Chinese. / Chapter 1 --- INTRODUCTION --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Objective --- p.2 / Chapter 1.3 --- Overview of the Thesis --- p.3 / Chapter 2 --- APPLICATION OF VOIP IN CALL CENTER --- p.6 / Chapter 2.1 --- An Intelligent IP-based Call Center Model --- p.6 / Chapter 2.1.1 --- Major Components --- p.7 / Chapter a) --- VoIP Gateways --- p.7 / Chapter b) --- Automatic Call Distributor (ACD) --- p.8 / Chapter c) --- Operators --- p.8 / Chapter d) --- Monitoring Tool --- p.9 / Chapter 2.1.2 --- Major Functions --- p.9 / Chapter 2.2 --- Experimental Study of an IP-to-IP Call Center - VoIP Application in Education --- p.10 / Chapter 2.2.1 --- Architecture --- p.11 / Chapter 2.2.2 --- Voice Connection Server --- p.12 / Chapter 2.2.3 --- Call Establishment --- p.14 / Chapter 2.2.4 --- A Preliminary Implementation --- p.14 / Chapter 3 --- THE ACD AND ITS SOFTWARE STRUCTURE --- p.17 / Chapter 3.1 --- Three-Layer Software Structure --- p.17 / Chapter 3.1.1 --- Network Infrastructure Layer --- p.18 / Chapter 3.1.2 --- Call Management Layer --- p.18 / Chapter 3.1.3 --- Application Layer --- p.19 / Chapter 3.1.4 --- Interoperation Between Layers --- p.19 / Chapter 3.2 --- Advantages of Adopting this Software Structure --- p.20 / Chapter 3.3 --- Functional Overview of the ACD --- p.21 / Chapter 3.3.1 --- Call Establishment --- p.21 / Chapter 3.3.2 --- Call Waiting --- p.23 / Chapter 3.3.3 --- Call Forwarding --- p.25 / Chapter 3.3.4 --- Routing Mechanism in the ACD --- p.26 / Chapter a) --- "Queues, Operator Groups and Operators" --- p.26 / Chapter b) --- Priority Based Call Routing --- p.28 / Chapter c) --- Routing of New Incoming Calls --- p.29 / Chapter d) --- Assigning Calls in Waiting Queues to Operators --- p.32 / Chapter 4 --- IMPLEMENTATION OF THE ACD --- p.34 / Chapter 4.1 --- Requirements in implementing the ACD --- p.34 / Chapter 4.1.1 --- Asynchronous Method Call --- p.34 / Chapter 4.1.2 --- Transaction Planning --- p.36 / Chapter 4.1.3 --- Failure Handling --- p.37 / Chapter 4.2 --- Available Technologies --- p.38 / Chapter 4.2.1 --- Enterprise JavaBean (EJB) --- p.38 / Chapter a) --- Entity Bean --- p.40 / Chapter b) --- Session Bean --- p.40 / Chapter c) --- Usage of Session Beans and Entity Beans --- p.41 / Chapter 4.2.2 --- COM+ --- p.42 / Chapter 4.2.3 --- EJB vs COM+ --- p.43 / Chapter 4.3 --- Implementation --- p.47 / Chapter 4.3.1 --- Mapping the EJB model to the Implementation of the ACD --- p.47 / Chapter 4.3.2 --- Design of Entity Beans --- p.49 / Chapter 4.3.3 --- Design of Session Beans --- p.51 / Chapter 4.3.4 --- Asynchronous Method Call --- p.53 / Chapter 4.3.5 --- Transaction Planning --- p.55 / Chapter 4.3.6 --- Failure Handling --- p.57 / Chapter a) --- Failure Handling for VoIP gateways --- p.58 / Chapter b) --- Failure Handling in the ACD --- p.60 / Chapter 5 --- AN EXPERIMENT --- p.64 / Chapter 5.1 --- Experiment on the Call Center Prototype --- p.64 / Chapter 5.1.1 --- Setup of the Experiment --- p.64 / Chapter 5.1.2 --- Experimental Results --- p.66 / Chapter a) --- Startup Time for Different Components --- p.66 / Chapter b) --- Possessing Time for Different Requests --- p.67 / Chapter 5.2 --- Observations --- p.69 / Chapter 5.2.1 --- Observations on Experimental Results --- p.69 / Chapter 5.2.2 --- Advantages and Disadvantages of Using EJB --- p.70 / Chapter 6 --- CONCLUSIONS --- p.72 / BIBLIOGRAPHY --- p.76

El presente trabajo de investigación tiene por objetivo general determinar la relación entre satisfacción y el valor de marca en la categoría de servicios de telefonía móvil en hombres y mujeres de 25 a 30 años, pertenecientes al NSE B – C en la zona 7 de Lima en los distritos de Surco, La Molina, San Borja, Miraflores y San Isidro, Lima. Se establecieron objetivos específicos: el primero consiste en describir los factores de la variable satisfacción y valor de marca para poder identificar cuáles son los mas relevantes para fines de la investigación. Como segundo objetivo se tiene estipulado identificar qué factor de la satisfacción influye más en la fidelidad y como objetivo tres se tiene estipulado identificar cuál de los factores de valor de marca es más influenciado por los factores de satisfacción. En cuanto a las herramientas de investigación utilizadas, estas fueron de tipo cualitativo y cuantitativo. En la investigación cualitativa se tuvo como finalidad recolectar información de los participantes tanto de expertos como usuarios para encontrar relación con lo expuesto por los autores. En lo que refiere a la investigación cuantitativa, se identificó la relación que existe entre las variables identificadas en la parte cualitativa para analizar la relación que existe entre ellos y su grado de influencia. Finalmente, las conclusiones arrojaron que existe una influencia de la satisfacción en el valor de marca del usuario. Dos factores son los más relevantes, la personalización como factor de la satisfacción influye en mayor medida a la recomendación a compañeros como factor de fidelidad. Por último, la hipótesis planteada se cumplió totalmente ya que según el contraste con la investigación teórica existe coincidencia con lo encontrado. / The main objective of this research work is to determine the relationship between satisfaction and brand value in the category of mobile telephony services for men and women aged 25 to 30 years, belonging to NSE B - C in zone 7 of Lima in the districts of Surco, La Molina, San Borja, Miraflores and San Isidro, Lima. Specific objectives were established: the first consists of describing the factors of the variable satisfaction and brand value in order to identify which are the most relevant for research purposes. As a second objective, it is stipulated to identify which factor of satisfaction influences more in fidelity and as objective three it is stipulated to identify which of the factors of brand value is more influenced by satisfaction factors. Regarding the research tools used, these were qualitative and quantitative. In qualitative research, the purpose was to collect information from participants, both experts and users, in order to find a relationship with what was presented by the authors. Regarding quantitative research, we identified the relationship between the variables identified in the qualitative part to analyze the relationship between them and their degree of influence. Finally, the conclusions showed that there is an influence of satisfaction on the user's brand value. Two factors are the most relevant, personalization as a factor of satisfaction influences to a greater extent the recommendation to colleagues as a factor of fidelity. Finally, the proposed hypothesis was completely fulfilled since according to the contrast with the theoretical research there is a coincidence with what was found. / Tesis

My dissertation is the first project to situate the telephone in the context of Britain’s efforts to standardize the English language. I argue for a new understanding of literary modernism as profoundly influenced by advances in telephony and their recruitment for the imperial work of linguistic purification. Using a methodology that combines media theory, sound studies, disability studies, psychoanalytic theory, and gender criticism, I locate in the works of Joseph Conrad, George Bernard Shaw, T. S. Eliot, and Virginia Woolf a preoccupation with the fantasy of perfect sound reproduction that is always tethered to the mother tongue and its protocols of enunciation. By examining a range of Victorian and modern technologies from the ear phonautograph to the sound spectrograph, I trace the development of a telephonic literature between 1899 and 1941—a literature concerned with intelligibility, with the accurate registering and reproduction of sound. I recover the phonic subtexts of these works to show how they subject their readers to the sort of “audile training” required of early telephone users, whose practiced hearing and refined speech were needed to overcome the noise of the network. My project ultimately demonstrates how advances in communication engineering, motivated by racialized, gendered, and ableist ideals of linguistic and sonic purity, shaped modernist texts that endeavored to reproduce sighted sound. In doing so, it redefines literary modernism in terms of its ties with imperial media that assisted in the linguistic colonization of British subjects, revealing how the fantasy of a “pure, originary” mother tongue and fears of the degradation of English shaped a modernist aesthetic that negotiated between wanting to eradicate linguistic difference and desiring to embrace the “noise” inherent within all communication.

Testing is a crucial part when developing electronics. One way to lower the costs and increase the efficiency is to avoid human interaction. This can be done with automated testing. The purpose with this thesis is to look into the possibility of automating telephony and facsimile tests with "off the shelf components" such as modems and standard computers. The proposed solution was put together and the needed software was developed, using Java. When testing electronics it is of most importance that the hardware and software carrying out the tests are reliable. To be able to ensure this, the software has been thoroughly tested, and the different error sources discussed. The biggest cause to the problems found was that the modems weren’t reliable. A general work around is presented, implemented and tested.

<p>Testing is a crucial part when developing electronics. One way to lower the costs and increase the efficiency is to avoid human interaction. This can be done with automated testing. The purpose with this thesis is to look into the possibility of automating telephony and facsimile tests with "off the shelf components" such as modems and standard computers. The proposed solution was put together and the needed software was developed, using Java. When testing electronics it is of most importance that the hardware and software carrying out the tests are reliable. To be able to ensure this, the software has been thoroughly tested, and the different error sources discussed. The biggest cause to the problems found was that the modems weren’t reliable. A general work around is presented, implemented and tested.</p>