"Our goal is to revolutionize the service and support business by sharing a wealth of information on industry best practices through optimizing the relationship between people, process, and technology.”

The following resources will contribute to your VoIP project decisions and work efforts. These resources come from High Tech High Touch Solutions, Inc.’s ™ (HTHTS) research on the topic of VoIP. HTHTS is not a reseller of any software or hardware product and has never accepted or received a commission from any vendor. Any product or resource listed or discussed is not a recommendation of High Tech High Touch Solutions, Inc. ™. The content of this document is intended for informational purposes only.

We include presentations on VoIP in our conference programs delivered by practitioners and industry experts. If you would like me to deliver a presentation at your next event or corporate meeting on VoIP, future technologies, or other topics relative to call centers, help desks or leadership, please let us know.

P.S. A copy of this document is posted on the HTHTS website at www.hthts.com/resourcesvoip.htm

Sincerely,

Ivy Meadors
CEO
High Tech High Touch Solutions, Inc.
Ivy@hthts.com

1. The Nuasis Corridor website has some white papers available for download on a variety of VoIP topics including:

• Compelling Reasons for VoIP in the Contact Center

• Pure-IP vs. Hybrid –IP in the Contact Center- Perspective into the two different approaches.

• Total Cost of Ownership with a Pure IP Contact Center

• A Guide to Preparing an RFP for the New Class of IP Contact Centers RFP

• A Guide to Migrating Your Call Center to an IP Contact Center

You can access these documents at www.crmxchange.com/Corridors/enter.asp?cid=1.

2. HTHTS has a pdf copy of VoIP for Dummies from Avaya. If you would like a copy, email us at solutions4u@hthts.com with “VoIP for Dummies from Avaya” in the subject line and we will send you a copy. The table of contents lists these topics in the document:

Part I: Getting Down to Business with VoIP: How Does VoIP Work?, Gaining Flexibility with VoIP, Calling All Phones

Part II: Simplified Management with VoIP: Saving Money with VoIP, The Final Four Meet VoIP, IP Telephony Converges onto the LAN, One Network versus Three, Meeting Your Future with VoIP

Part III: Three Phases to VoIP Migration: Migrating to Converged Communication, Session Initiation Protocol

Part IV: Top Ten Reasons to Switch to VoIP

3. The following websites are listed on a presentation Ivy delivered titled “The Technology Behind the Business”. You can access the entire slide deck plus others that include numerous resources on our website. Visit www.hthts.com and select “Ivys Slides” on the home page.

• Moving From VoIP to “Trans-Modal Communication” www.tmcnet.com/tmcnet/articles/2004/voip-transmodal-communication-unified-view-rosenberg.htm

• Major issues in moving to VoIP www.nwfusion.com/columnists/2002/0311taylor.html

• Moving to VoIP is a 'brainer' www.nwfusion.com/columnists/2002/0429taylor.html

• VoIP Federal & State Regulatory Action Overview www.phoneplusmag.com/articles/491overview.pdf

• A sneak peek at the contact center of the future searchcrm.techtarget.com/originalContent/0,289142,sid11_gci940665,00.html

• Should You Switch to a Net Phone?www.pcworld.com/howto/article/0,aid,117799,00.asp

• The IP Telephony Zone www.computerworld.com.au/

• Telecom History www.telcomhistory.org/NewsletterArchivesWinter2003.html

4. VoIP Booklists at www.voip-news.com/9/books.html. This site has all sorts of VoIP information, beyond just books. Also see the booklist on the HTHTS website that includes some VoIP books and others relative to getting people to embrace change, leadership and more. Visit the site at www.hthts.com/booklist.htm.

5. The IP Telephony Zone has loads of IP information posted on their website. Check out “IP Telephony - Beyond the Hype into Reality” at: www.computerworld.com.au/index.php/secid;9542.

6. Free: Erlang and VoIP bandwidth calculator: www.erlang.com/calculator/eipb/

7. Article FCC Probes Blocking of Internet Phone Calls. Read at www.washingtonpost.com/wp-dyn/articles/A31082-2005Feb16.html

8. Welcome to the VOIP Wiki - a reference guide to all things VoIP: http://www.voip-info.org/wiki

9. For the very beginner, How VoIP Works: computer.howstuffworks.com/ip-telephony.htm

10. Understanding Packet Voice Protocols: www.cisco.com/en/US/tech/tk652/tk701/technologies_white_paper09186a008009294d.shtml

11. VoIP Trade Shows Conferences and Expositions: VoIP Developer Conference - www.tmcnet.com/voipdeveloper, plus there are numerous events listed here - www.voip-news.com/9/trade.html

12. Voice-over-IP Return On Investment Calculator - www.techland.co.uk/index/voip_roi_calculator

13. Lots of VoIP information here: searchnetworking.techtarget.com/featuredTopic/0,290042,sid7_gci1025976,00.html

14. Extensive and comprehensive list of VoIP topics including products, books, organizations, whitepapers, articles and more: www.tmcnet.com/voip

15. The basics of SIP: Article defines SIP http://www.sipcenter.com/sip.nsf/html/What+Is+SIP+Introduction

16. How does VoIP work: Short description and diagram, plus links to other VoIP information http://www.voipreview.org/how_does_work.aspx

17. VoIP the Savior of Payphones? Read more http://blog.tmcnet.com/blog/tom-keating/voip/voip-the-savior-of-payphones.asp

18. VoIP Blog including VoIP applications: http://blog.tmcnet.com/blog/bredenberg-voip-crm/voip-crm/ip-communications-at-vancouver-airport.asp