| Unified Messaging creates a single infrastructure for managing e-mail, voicemail and fax, and it brings together voice telephony, wireless data and internet networking to al low users to access their messages via whatever mechanisms they prefer or is convenient for them at the time. It is part of a general convergence in the world of communications, that is drawing together the telephone network, the data network, and the wireless network into a single, seamlessly connected environment that people use to communicate.The purpose of this thesis is to explore the basic infrastructure of Unified Messaging System and discuss the common technologies used in U'MS, such is MAPI, TAP1 and SAPI. A basic unified messaging system based on a PC environment is also presented to show you how to build up a UM system. [n addition, this thesis provides a comprehensive overview of call centers and presents an idea of all-media call centers, which are leveraging UM technologies to revolutionize customer care by enabling call centers to connect with customers via any media modes. |
