The distribution of real-time multimedia streams is seen nowadays as the next step forward for the Internet. One of the most obvious uses of such streams is to support telephony over the Internet, replacing and improving traditional telephony. This thesis investigates the development and deployment of services in two Internet telephony environments, namely CINEMA (Columbia InterNet Extensible Multimedia Architecture) and VOCAL (Vovida Open Communication Application Library), both based on the Session Initiation Protocol (SIP) and open-sourced. A classification of services is proposed, which divides services into two large groups: basic and advanced services. Basic services are services such as making point-to-point calls, registering with the server and making calls via the server. Any other service is considered an advanced service. Advanced services are defined by four categories: Call Related, Interactive, Internetworking and Hybrid. New services were implemented for the Call Related, Interactive and Internetworking categories. First, features involving call blocking, call screening and missed calls were implemented in the two environments in order to investigate Call-related services. Next, a notification feature was implemented in both environments in order to investigate Interactive services. Finally, a translator between MGCP and SIP was developed to investigate an Internetworking service in the VOCAL environment. The practical implementation of the new features just described was used to answer questions about the location of the services, as well as the level of required expertise and the ease or difficulty experienced in creating services in each of the two environments. / KMBT_363 / Adobe Acrobat 9.54 Paper Capture Plug-in

Please read the abstract in the section 00front of this document / Dissertation (MEng (Electrical Engineering))--University of Pretoria, 2006. / Electrical, Electronic and Computer Engineering / unrestricted

Having identified the need to provide services to elderly, homebound people with arthritis, the Social Work Department at the Vancouver Arthritis Centre initiated an Arthritis Telephone Contact Program in Autumn, 1989. The purpose of this study was to investigate whether or not a weekly telephone call from volunteers would impact positively on subjects' physical and psychological functioning, level of pain and perceived level of social support. The 11 subjects in this study were elderly, Caucasian women identified by health care professionals as being socially isolated due, in part, to the limits placed on them by either osteoarthritis or rheumatoid arthritis. The one-group pretest-posttest research design was employed for this study. Quantitative measures used were the Arthritis Impact Measurement Scales (AIMS) and the Perceived Social Support From Friends and From Family Scale (PSS-Fr & Fa). Interviews of subjects were conducted in order to describe the efficacy of the Telephone Contact Program from more than one perspective. Over 16 weeks, paired t-test found that the physical functioning of subjects had improved significantly. It was noted that there was a trend towards improved health status for the experimental group in that seven out of the eight subscales of AIMS measured improvement, while one subscale showed no change. Contrary to prediction, perception of social support from family members decreased significantly, as measured by the PSS-Fa scale. Pearson correlation coefficients found no association between changes in perception of social support and changes in health status. Interview data suggests that callers were perceived as sources of social support. Specifically, callers seemed to provide participants with emotional support, informational support, and positive social interaction. Overall, the data suggested that the Telephone Contact Program had the capability to evoke small, but clinically meaningfully improvements in the health status of elderly women with arthritis. Further investigation into the use of telephone contact programs as a minimal intervention is advised. / Arts, Faculty of / Social Work, School of / Graduate

M.Sc. / The work is based on a project done by SAMES (South African Micro Electronic Systems) for the local production of an integrated circuit that previously had to be imported. The circuit finds application in the telecommunications field where it controls loop disconnect dialling in the telephones. The mechanical disc dial is thus replaced by an electronic network that makes use of push-button entry and full digital out-dialling. The push-button telephone is compatible with the rotary disc dial telephone with advantages in reliability, speed and ease of use. An access pause and re dial facility add towards a more efficient telephone. The circuit was bought from an American company for manufacturing purposes. A process fit and circuit modifications were done for product ion on the CMOS process line at SAMES. The work includes a circuit- and process study with modifications, computer aided design, prototype production and analysis. The original circuit is called the General Instruments AY-5-9151D and the re-designed version the SAMES SA 9151-A2.

User modeling enables in the computation of the traffic density in a cellular network, which can be used to optimize the placement of base stations and radio network controllers as well as to analyze the performance of resource management algorithms towards meeting the final goal: the calculation and maximization of network capacity and throughput for different data rate services. An analytical model is presented for approximating the user distributions in multi-cell third generation wideband code division multiple access (WCDMA) networks using 2-dimensional Gaussian distributions by determining the means and the standard deviations of the distributions for every cell. This model allows for the calculation of the inter-cell interference and the reverse-link capacity of the network. An analytical model for optimizing capacity in multi-cell WCDMA networks is presented. Capacity is optimized for different spreading factors and for perfect and imperfect power control. Numerical results show that the SIR threshold for the received signals is decreased by 0.5 to 1.5 dB due to the imperfect power control. The results also show that the determined parameters of the 2-dimensional Gaussian model match well with traditional methods for modeling user distribution. A call admission control algorithm is designed that maximizes the throughput in multi-cell WCDMA networks. Numerical results are presented for different spreading factors and for several mobility scenarios. Our methods of optimizing capacity and throughput are computationally efficient, accurate, and can be implemented in large WCDMA networks.

Voice over IP (VoIP) is a key enabling technology for the migration of circuit-switched PSTN architectures to packet-based IP networks. However, this migration is successful only if the present problems in IP networks are addressed before deploying VoIP infrastructure on a large scale. One of the important issues that the present VoIP networks face is the problem of unwanted calls commonly referred to as SPIT (spam over Internet telephony). Mostly, these SPIT calls are from unknown callers who broadcast unwanted calls. There may be unwanted calls from legitimate and known people too. In this case, the unwantedness depends on social proximity of the communicating parties. For detecting these unwanted calls, I propose a framework that analyzes incoming calls for unwanted behavior. The framework includes a VoIP spam detector (VSD) that analyzes incoming VoIP calls for spam behavior using trust and reputation techniques. The framework also includes a nuisance detector (ND) that proactively infers the nuisance (or reluctance of the end user) to receive incoming calls. This inference is based on past mutual behavior between the calling and the called party (i.e., caller and callee), the callee's presence (mood or state of mind) and tolerance in receiving voice calls from the caller, and the social closeness between the caller and the callee. The VSD and ND learn the behavior of callers over time and estimate the possibility of the call to be unwanted based on predetermined thresholds configured by the callee (or the filter administrators). These threshold values have to be automatically updated for integrating dynamic behavioral changes of the communicating parties. For updating these threshold values, I propose an automatic calibration mechanism using receiver operating characteristics curves (ROC). The VSD and ND use this mechanism for dynamically updating thresholds for optimizing their accuracy of detection. In addition to unwanted calls to the callees in a VoIP network, there can be unwanted traffic coming into a VoIP network that attempts to compromise VoIP network devices. Intelligent hackers can create malicious VoIP traffic for disrupting network activities. Hence, there is a need to frequently monitor the risk levels of critical network infrastructure. Towards realizing this objective, I describe a network level risk management mechanism that prioritizes resources in a VoIP network. The prioritization scheme involves an adaptive re-computation model of risk levels using attack graphs and Bayesian inference techniques. All the above techniques collectively account for a domain-level VoIP security solution.

With the amount of email spam received these days it is hard to imagine that spammers act individually. Nowadays, most of the spam emails have been sent from a collection of compromised machines controlled by some spammers. These compromised computers are often called bots, using which the spammers can send massive volume of spam within a short period of time. The motivation of this work is to understand and analyze the behavior of spammers through a large collection of spam mails. My research examined a the data set collected over a 2.5-year period and developed an algorithm which would give the botnet features and then classify them into various groups. Principal component analysis was used to study the association patterns of group of spammers and the individual behavior of a spammer in a given domain. This is based on the features which capture maximum variance of information we have clustered. Presence information is a growing tool towards more efficient communication and providing new services and features within a business setting and much more. The main contribution in my thesis is to propose the willingness estimator that can estimate the callee's willingness without his/her involvement, the model estimates willingness level based on call history. Finally, the accuracy of the proposed willingness estimator is validated with the actual call logs.

Manter e ampliar relacionamentos com clientes, na área de serviços, é estimular a retenção de clientes e, consequentemente, fazer com que as empresas passem a ser vistas de forma diferenciada pelo mercado. Entretanto, as empresas prestadoras de serviços devem compreender o processo que envolve os clientes nos encontros de serviços, investigando os construtos que implicam na captação e na retenção dos mesmos, para que sejam desenvolvidas estratégias adequadas. Sendo assim, esta pesquisa propôs a replicação e testagem de um Modelo Teórico, considerando os construtos Valor Percebido, Reputação do Provedor de Serviços, Confiança e Custos de Troca como determinantes da Retenção de Clientes. Desenvolveu-se, então, a construção teórica acerca da Retenção de Clientes e dos demais construtos contemplados nesta pesquisa, com a intenção de compreender e analisar a atuação dos mesmos no relacionamento entre clientes e prestadores de serviços, bem como suas relações com as estratégias competitivas das empresas. Dando sequência ao estudo, foi realizada a pesquisa quantitativa, por meio da aplicação de uma survey. Para a análise dos dados, foram utilizadas estatísticas multivariadas, incluindo a Modelagem de Equações Estruturais, para que fossem testadas e analisadas as hipóteses levantadas pelo estudo aqui proposto. Os resultados evidenciaram que: o valor percebido pelos clientes influencia positivamente a reputação do provedor de serviços; o valor percebido pelos clientes não influencia positivamente os custos de troca; a reputação do provedor de serviços influencia positivamente a confiança do cliente no provedor de serviços; a reputação do provedor de serviços não influencia positivamente os custos de troca; a confiança depositada pelo cliente em relação ao provedor de serviços influencia positivamente a retenção de clientes; os custos de troca não influenciam positivamente a retenção de clientes; e a reputação do provedor de serviços influencia positivamente a retenção de clientes. / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, CAPES. / Maintaining and expanding relationships with customers in the service area, is to encourage customer retention and thus cause the corporation to be viewed differently by the market. However, the service providers must understand the process involving customers in service encounters, investigating the constructs involving the capture and retention of the same, so that appropriate strategies can be developed. Thus, this research has proposed replication and testing a theoretical model, considering the constructs Perceived Value, Reputation of Service Provider, Reliability and Cost of Exchange as determinants of Customer Retention. Developed the theoretical construction about Customer Retention and others constructs included in this study, with the intent to understand and analyze the performance of the same in the relationship between clients and service providers, as well as its relations with the competitive strategies of firms. Giving sequence to the study, was realized a quantitative research by the application of a survey. For data analysis, multivariate statistics, including Structural Equation Modeling, to be tested and analyzed the hypotheses proposed by the study presented here. The results showed that: perceived value positively influences the reputation of the service provider; perceived value by customers not positively influences switching costs; the reputation of the service provider positively influences customer trust in the provider; the reputation of the service provider not positively influences the switching costs; the trust placed by the customer in relation to the provider positively influences customer retention; the switching costs not positively influences customer retention; and the reputation of the service provider positively influences customer retention.

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Bakgrund: Telefonrådgivning är idag en stor del av distriktssköterskans arbetsuppgifter i primärvården. Det är en komplex arbetsuppgift som innebär ett vårdmöte via telefon där distriktssköterskan ska kunna bedöma vårdbehov, brådskandegrad, ge egenvårdsråd och samordna med andra vårdgivare. För att patienten ska få en så korrekt bedömning av sitt vårdbehov som det går är det viktigt att distriktssköterskan får relevant information. Syfte: Denna studie syftar till att beskriva distriktssköterskans erfarenheter av att arbeta i telefonrådgivning i primärvården. Metod: Studien är kvalitativ intervjustudie med en induktiv ansats. Nio distriktssköterskor intervjuades i tre fokusgruppsintervjuer. Resultat: Ur analysen framkom sex övergripande kategorier vilka benämndes; Telefonrådgivning kan vara en stor utmaning, Arbetsmiljön i telefonrådgivningen har betydelse för kvaliteten på samtalet, För och nackdelar med datoriserat beslutsstöd, Kunskap och erfarenhet underlättar telefonrådgivningen, Kvalitet på samtal och bedömningar är viktigt, Samtal med tredje part kan påverka utfallet av samtalet. Konklusion: Denna studie har synliggjort utmaningar i telefonrådgivning vilka kan utgöra risker för patientsäkerheten och den personcentrerade vården. Resultatet kan bidra till att undvika felbedömningar vilket ökar patientsäkerheten och ger samhällsnytta. / Background: Telephone counselling is today a major part of the duties for a district nurse in primary care. It is a complex task that incorporates a care meeting via telephone where the district nurse should be able to assess care needs, urgency, give self care advice and coordinate with other care providers. In order for the patient to get a correct assessment of their care needs as it is possible, it is important that the district nurse receive relevant information. Aim: This study aims to describe the experience of working in telephone counselling for a district nurse in primary care. Method: The study is a qualitative interview study with an inductive approach. Nine district nurses where interviewed in three focus group interviews. Result: Six general categories were identified from the analysis, which were named; Telephone counselling can be a major challenge, The working environment in telephone counselling is important for the quality of the call, Pros and cons of computerized decision support, Knowledge and experience facilitates telephone counselling, Quality at calls and assessments are important and Conversations with third parties can affect the outcome of the call. Conclusion: This study has highlighted challenges in telephone counselling which may pose risks to patient safety and person-centred care. The result can help to avoid misjudgements, which increases patient safety and benefits society.