附註:Includes bibliographical references (pages 391-392) and index.
Copyright; Contents; Foreword; Jurisdictional Entanglements; Truth-In-Billing; Filed Rate Doctrine Unmasked; Universal Service Charge Scam; The Telecom Audit; Preface; Acknowledgments; List of Telecom Acronyms; Chapter 1 Introduction; Customer Service; Effect of Regulation; Why Write This Book?; Chapter 2 The Black Hats and the White Hats; The Fall of the White Hat; Competition and deregulation; A picture of today 's carrier struggles; The Carrier Personality; The new carrier; The old carrier; Financial Realities of the Telecom Carriers; The carrier personality -2002; Protection
Billing issuesSummary; Chapter 3 Demystifying Your Phone Bill; Your Phone Number; NPA or area code; NXX or exchange; Extension; Your Telephone Bill; Bill cycle; Monthly service; Other charges and credits; Calling types; Understanding Your Customer Service Record; Trunk Lines; Inbound-only trunks; Centrex services; Off-premises extensions; Local T-1s; Dedicated circuits and private lines; Payphones; Summary; Chapter 4 Managing Your Local Phone Bill; Auditing the CSR; Performing a physical audit; Identifying billing errors by using your CSRs and bills
Auditing bill multiples and Centrex servicesComponents of Centrex charges; Auditing feature groups; Bundled packages; Reconciling the Bill to the CSR; Regulated versus unregulated charges; Auditing Dedicated and Special Access Circuits; Switched circuits; FCC tariffs and CSRs; The dedicated circuit CSR; Auditing data circuits; Summary; Chapter 5 Optimizing Local Services; Optimizing Local Service; Contracts and term plans; Contracts and billing issues; Optimizing Your Phone Bill -What to Do Right Now; Summary billing; Minimum (annual)revenue commitments (MaRCs)
Using and simulating dedicated servicesBundled pricing; LPIC (Local Presubscribed Codes Interexchange)and freezes; Multiple-usage plans; Flat-rate versus measured-rate billing; Provisioning issues; A wish list for carriers; Summary; Chapter 6 Long-Distance Auditing; Making a Long-Distance Call; IP network; Switched access; Dedicated access; On-net service; Regulatory Changes Affecting Your Long-Distance Service; The demise of interstate tariffs; Determining tariff jurisdictions; Understanding access charges for long-distance services; Billing from the Long-Distance Carrier:Voice Services
Long-Distance BillingSurcharges and fixed costs; Billing increment; On-net services; Casual billing -avoiding it; Designing a Bill Audit; Dedicated circuits; Installation or nonrecurring charges; Pricing out an IXC circuit; Auditing frame relay and other transport technologies; Other points of review; Summary; Chapter 7 Toll-Free Services; Strategy to Support an 800 Number; What Is a Toll-Free Call?; Economics of 800 services; Auditing Your 800 Services Bill; Audit plan; Optimization of 800 services; How 800 numbers hold up-A comparison; Routing and processing of 800 numbers
