R&D Software Monthly Newsletter Volume 3, Issue 6                                                                              June 2012

Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on  new software features and enhancements. Each month, we will highlight some of the innovations that have been developed and are available for use. Contact us for a demo today!   You are required to log in into Amtelco's TechHelper to view the fact sheets listed below.    for log in info, click here. NAEO Hosted 3-Day Seminar  Programming, Leadership & Certification You do not need to be an NAEO member to attend!  Location: Philadelphia Airport Courtyard Marriott Hotel  Please click for more information ANI Call Screening Eases Operator Workloads  ANI Call Screening allows you to enter up to 1,400 Automatic Number Identification (ANI) numbers into Infinity Supervisor. The numbers can be assigned to accounts set up for special behaviors. The feature can be used to block unwanted calls. Read More. Require Users to Create a Password When Logging into the IS Web A "PasswordRequired" setting has been added to the web.config file for the IS Web application. Read More. IS SMS Reply Handling The optional IS SMS feature provides the ability to send SMS text messages and to receive SMS text replies.  Read More. Undeliver Feature Added to the IS Message Center The ability to "Undeliver" an IS message has been added to the IS Message Center. When a Delivered message is selected in the Message Center, the Deliver button changes to an  Undeliver button. Click the Undeliver button to mark the message as "Undelivered."  Read More. SPOTLIGHT          Building on Success: Max and Murphy First, there was The Amazing Spiderman comic book. It was followed by an animated Saturday morning cartoon show. That was followed by a string of Hollywood movies. Amtelco's Leprechaun was much like Spiderman. The Leprechaun was a small, affordable system developed by AMTELCO in 1982 to help telephone answering services reduce operating costs by concentrating up to 15 phone lines into a single line. The wall-mounted unit was the basis for a line of similar products, including a downsized Little Guy as well as the Mini Concentrator, the Escort, and Max and Murphy. Inside the Leprechaun lived a two-board sandwich. The bottom board contained the central processor section, the outgoing phone line interface, an RS-232 serial link, and a speech synthesizer. The top board held the telephony ports. Some of the Leprechaun's spin-off products contained both boards and some had only the base board. With the same user interface as the Leprechaun, the slimmed-down version of the 100-account Little Guy was a well-known product that provided four operator stations. The small Little Guy worked exactly like the big Little Guy with a talk path and a data circuit and with a video terminal for display of account information. In the Mini Concentrator mode the Leprechaun acted exactly like a 16-account First Level Concentrator (FLC), but with a data circuit and talk path included. The concept behind the product was to provide answering services with an existing Video III with economical tools to provide a higher level of service to their customers. The Escort member of the Leprechaun clan was envisioned to provide enhanced receptionist services to Executone Tenant Office Complexes. A host of competitive products were targeted at the office suite market in the early 1980's. The Escort was quickly superseded by Max and Murphy. The Max and Murphy products were designed in the mid-1980's to deliver various types of notifications and to make wake-up calls. Max and Murphy were simple and effective, but they reached the marketplace just as computer technology started revolutionizing the telemessaging industry. Many of the solutions provided by the Leprechaun family of products addressed needs that are still faced by AMTELCO's customers today, and they paved the way for future AMTELCO products. Today, Pro Show and miReminders dial automated wake-up calls and deliver appointment reminder calls, while RED Alert blasts notifications to hundreds or thousands of people simultaneously. Contact Information To subscribe: using the email address below, please mention subscribe in your subject heading. eMail: insider@amtelco.com Web:  https://service.amtelco.com

Solutions Newsletter          May 2012 AMTELCO INNOVATION UPDATE

In This Issue Brand NEW Call Center Website VP Promotions Ensure AMTELCO's Future NEW miReminders NEW Infinity VoIP PBX NAEO Recap Quick Links Go to a List of Some of AMTELCO's Most Popular Features Visit us on Facebook More About Us

Greetings! Join us at the ATSI annual conference,  June 13-15, 2012 in Orlando, Florida! AMTELCO presentations will reveal exciting new opportunities to improve your call center business! Are you ready to learn new concepts, share proven strategies and connect with your peers? Leave the conference with brand new ideas, innovative plans and valuable new connections that will move your business forward. Click here for more information New Website for Call Center Division! We are excited to announce the launch of the newly redesigned callcenter.amtelco.com website! Check it out now New features include: Search engine for entire site Solutions Menu - by Applications and by Products Clean, clear and easy-to-use layout Promotions Help Build AMTELCO's Future Tom Curtin Tom Curtin, president of AMTELCO, announced the promotion of Pam Hinz, Mike Friedel, Greg Beale, Barry Boland and Kevin Beale to vice president for their respective areas: Greg Beale: VP Customer Operations Kevin Beale: VP Research and Development, Software Michael Friedel: VP Sales, 1Call Division Pamela Hinz: VP Finance and Human Resources Barry Boland: VP Operations  Tom Curtin said, "This is great news for all of us and the future of AMTELCO as we strive to grow and continue our tradition of innovation and industry leadership for decades to come." miReminders - Automated & Web-Based AMTELCO's NEW Web-based miReminders appointment reminder system provides automated appointment reminder and notification services without operator involvement. miReminders notification campaigns can be be predefined and scheduled for delivery at a later time as well as being delivered on an immediate basis, to any number of individuals. Read More IS Class Registration - Add This Profitable New Service Intelligent Series (IS) Class Registration is designed to manage registrations for educational classes, seminars, conferences, meetings, and other events. Read More Infinity VoIP PBX - Save Money, Increase Speed & Performance   The Infinity VoIP PBX is a full-featured Voice over Internet Protocol (VoIP) Private Branch Exchange (PBX) that is fully contained in the Infinity server. It is a cost-effective performance-enhancing alternative to an external PBX or other office phone system. The Infinity VoIP PBX moves calls faster than an external PBX and has features comparable to those of an external PBX. The Infinity VoIP PBX shares Infinity's resources such as live operators and integrated voice mail. Find out more about Infinity features 2012 NAEO Recap The 2012 National AMTELCO Equipment Owners (NAEO) Conference took place in Las Vegas, NV, February 19-22. NAEO is the largest user group in the call center industry and over 200 members from around the world were at the conference to learn and to share their success using theInfinity system and other AMTELCO products. AMTELCO participated in the pre-conference activities by presenting an AMTELCO University (AU) session covering tips and tricks to maximize efficiency and increase profits.  Kevin Beale, Vice President for R&D Software, presented new developments designed to add new services and to increase profits for call centers. It was so exciting that there was an Elvis sighting during the presentation!    Tuesday afternoon and Wednesday morning NAEO and AMTELCO provided in-depth technical presentations including "The Real Nuts and Bolts of Infinity" presented by Greg Beale, VP of Customer Operations, and Jody Laluzerne, Customer Service Supervisor. Our customers say it best!   "Once we became part of the AMTELCO family, we realized that we were no longer alone out there.AMTELCO will bend over backward for you. Joining NAEO was easily one of the very best decisions we ever made. Anyone that thinks there is a better vendor, or user group, please call me personally.  I must hear what you have to say." Jim Wagner Wagner Communications

R&D Software Monthly Newsletter Volume 3, Issue 5                                              May 2012 Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on   new software features and enhancements. Each month, we will highlight some of the innovations that have been developed and are available for use. Contact us for a demo today!   You are required to log in into Amtelco's TechHelper  to view the fact sheets listed below.    for log in info, click here.

Infinity Training Seminar Amtelco University announces our upcoming InfinityTraining Seminar!   This seminar is remote only and will be held from Aug. 14-16.    Please click for more information NEW Software Upgrades Amtelco's Current Software Versions You are required to log into TechHelper to view the list of versions and their descriptions. Quick Links TechHelper Amtelco Archived Newsletters Current Software Versions Amtelcopedia Need a Service Contract TechHelper Login Info AMTELCO's Feature List Follow us on: Amtelco Twitter 1Call Twitter Amtelco Facebook 1Call Facebook Amtelco Slideshare

Detachable Hi-Resolution Screen in Infinity Telephone Agent A new option in the Infinity Telephone Agent application makes it possible to move the Hi-Resolution controls to a separate window that can be resized, repositioned and even moved to a second monitor at the operator workstation. Read More.  Integrate OnCall Rotation and Escalation with IS Directory Contacts Scripts A Rotate/Escalate Property has been added to the Select Contact response element to integrate IS Message Scripting with the Rotate/Escalate property of the optional IS Directory OnCall Scheduling feature. Read More. Save Multiple IS Messages with the Save IS Message Response Element This element can be used to create multiple messages from one IS script and to create messages in more than one client account. Read More. Combined SMS Setup Pages In IS Supervisor System Setup, the CDMA Devices page, GSM Devices page, and SMS Aggregator Devices page have been combined into one SMS Devices page. The new page includes default set-up properties for supported SMS devices. Read More. IS Logs Subdirectory Intelligent Series (IS) Activity Logging has been changed to save logging information to a Logs subdirectory. IS automatically will delete any files in the Logs subdirectory to which information has not been written in the last ten days. This change allows more logging to be performed on a continual basis without exceeding server disk space. SPOTLIGHT          AMTELCO's Modular Call Forwarding  AMTELCO's MCF MCF (Modular Call Forwarding) was a product that took advantage of the introduction of call forwarding in the early 1980's. The first MCF series was developed in 1982. The first of the MCF series to hit the market was called CFM-1000 (Call Forwarding Module). The CFM-1000 gave call centers the ability to support up to 10 Mitey-Mites and up to 8 operators. Soon after the CFM-1000 hit the market the name was changed to MCF-1200. At this time, support was added for FLC's (First Level Concentrator), the number of Mitey-Mites supported was expanded to 12, and the number of operators supported was expanded to 16. In later years the MCF-1200 system was upgraded to the MCF-1400. The MCF-1400 supported up to 14 Mitey-Mites, 14 FLC's and 16 operators. One of the great capabilities that were new with the MCF product was the ability to back-up the database to a floppy disk drive. In later years, a number of variants of the MCF were produced to provide for the connection of more FLC's and more Mitey-Mites. Principally, these were the MCF-2000 and the MCF-2800. The MCF operator interface was modeled after its predecessor, the Video III system. Operators were organized into groups of four. Each operator could see the calls that the other operators in the group were handling. Calls were answered using a telephone key system. The MCF system could operate in a paper-based manner, but with a few simple upgrades information retrieval and paperless messaging could be added with little difficulty. The MCF system could be equipped with a telephone keypad similar to the Video III system or with the proprietary Unified Keyboard, which offered many more commands than the Video III system that only supported the keypad. In later years the MCF included switching that was able to support office phones, dial-outs, and connections to voice storage units. The MCF continued as a strong product offering throughout the 1980's. An MCF system was the first AMTELCO product purchased by Mike Leibowitz, in 1986 for his Professional Answering Service in Charleston, SC. Mike is a former president of NAEO and was the first adopter of many AMTELCO products: the first Infinity 4.0 in 1994, the first infinity 5.0 in 1997 and the first Intelligent Series in 2003. Mike also was the first user of the Infinity Web Portal, Voice Logger, Printer Capture and Billing Link, having develop these products in partnership with AMTELCO. "I had a cheap Candela system in November 1982 when I opened with three customers," Leibowitz recalls. "I replaced it with the MCF in 1986 and then got PC-MX in 1989 and sold the MCF to a local hospital for more than I had paid for it. They used it for a few years, then bought an Infinity and used that until 1997 when I bought their (doctors answering service) business from them." Throughout the life of the MCF it included many upgrades to keep up with new technology and add new features. The introduction of the EVE (Electronic Video Exchange) system with its advanced paperless messaging and integrated switching sparked the decline in sales of the MCF system. The MCF system will forever be remembered as a solid and reliable system that helped bring call forwarding to the answering service market. Contact Information To subscribe: using the email address below, please mention subscribe in your subject heading. eMail: insider@amtelco.com Web:  https://service.amtelco.com

R&D Software Monthly Newsletter Volume 3, Issue 4                                              April 2012 Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on   new software features and enhancements. Each month, we will highlight some of the innovations that have been developed and are available for use. Contact us for a demo today!   You are required to log in into Amtelco's TechHelper  to view the fact sheets listed below.    for log in info, click here. NEW Software Upgrades Amtelco's Current Software Versions You are required to log into TechHelper to view the list of versions and their descriptions. Quick Links TechHelper AmtelcoArchived Newsletters Current Software Versions Amtelcopedia Need a Service Contract TechHelper Login Info AMTELCO's Feature ListFollow us on: Amtelco Twitter 1Call Twitter Amtelco Facebook 1Call Facebook Amtelco Slideshare Disable Disconnect Alerts for Select Operators  An Operator Setup option for disabling Disconnect Alerts has been added to Infinity Supervisor.  Read More.  Mute Operator During Perfect Answer Greeting This option automatically mutes the operator's microphone while the Perfect Answer greeting is playing to prevent the operator from accidentally interrupting the greeting. Read More. Infinity System Events Updated Infinity 5.60.11 includes new system events for Repeat Scheduled, Cue Scheduled, Repeat Given, and Cue Given, and account number has been added to the Bad IS Message Deliver event. The clock icon is now displayed for both Repeats and Cues. Read More. IS Appointments' Redesigned Interface Easier to Use The optional Intelligent Series (IS) Appointments feature has been redesigned for easier appointment scheduling from IS Supervisor,Infinity Telephone Agent, Soft Agent, and the IS Web. Read More. IS DB Connection Support for Access 2003 Databases In IS 3.7, the DB Connection response element has been updated to support linking Intelligent Messaging scripts to Access 2003 databases. The updated element is included in IS Supervisor version 5.60.4364.06 and later. SPOTLIGHT          The Video III System The Video III product developed by AMTELCO in 1977 for commercial and medical answering services was one of the first solutions on the market that presented calls to operators on a video display. The Video I and Video II iterations of the landmark product never reached the market. The Video III system supported operators in groups of four, seated at a specialized desk that AMTELCO provided along with the electronic components. The system consisted of a Call Distribution Unit, a custom-built data entry keypad, a separate call control keypad, a specialized manager's terminal, and up to nine First Level Concentrators (FLC's). The Video III initially included 900 client accounts, but soon was expanded to 1,000 clients. The Video III central computer and the FLC's were based on an 8008 processor chip. The Video III had 8K of RAM memory, 8K of EPROM memory and 64K of CCD bulk memory for storing ring count information and client answer phrases and other information. The Video III provided operators with many options, making the system a powerful call center tool. The call control keypad was wired directly to the FLC talkpaths. Each incoming call displayed an answer phrase, a number indicating which call control keypad button to press to connect to the call, and a status character indicating when the call was answered. The video display showed all calls on a single screen and allowed operators to connect to any of the calls. Messages were taken on paper slips and placed in corresponding client slots on a rotating carousel. The data entry keypad and the video display allowed the operator to update a client's status with an M indicating that there was a pending message in the carousel. This allowed other operators to easily see and locate pending messages for dispatching. The data entry keypad was an essential part of the system, allowing operators to document when there was a special handling message pending by making it appear as an S on the video display. The AMTELCO development team grew to nine hardware and software engineers. The Video III development was a major effort for a company just getting started and the team did a great job of building the system given the development tools that were available at the time. The Video III system played a major role in early success and growth of AMTELCO and the development team continued evolving the system over several years, expanding both the software capabilities and hardware infrastructure. The Video III met its demise with the development and introduction of the AMTELCO MCF and EVE systems in the 1980's. Despite its demise as a featured product, AMTELCO continued to support the product and rumor has it a few Video III systems are still in service today. Contact Information To subscribe: using the email address below, please mention subscribe in your subject heading. eMail: insider@amtelco.com Web:  https://service.amtelco.com

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R&D Software Monthly Newsletter Volume 3, Issue 3                                              March 2012 Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on   new software features and enhancements. Each month, we will highlight some of the innovations that have been developed and are available for use. Contact us for a demo today!   You are required to log in into Amtelco's TechHelper  to view the fact sheets listed below.    for log in info, click here. NEW Software Upgrades Amtelco's Current Software Versions You are required to log into TechHelper to view the list of versions and their descriptions. Quick Links TechHelper Amtelco Archived Newsletters Current Software Versions Amtelcopedia Need a Service Contract TechHelper Login Info AMTELCO's Feature List Follow us on: Amtelco Twitter 1Call Twitter Amtelco Facebook 1Call Facebook Amtelco Slideshare Infinity Team ACD Routes Calls to Multiple Servers The Infinity Team ACD feature makes it possible to route calls from one Infinity server to another in the event that appropriate operators are not available to take calls at the location of the Infinity server that initially received the call.  Read More.  Infinity VoIP PBX Provides Quality and Performance The Infinity VoIP PBX is a cost-effective, performance-enhancing alternative to an external PBX or other office phone system. Read More. IS Message Archiving Feature The Intelligent Series (IS) System Schedule is used to schedule the archiving and purging of data from the IS server. Archive tasks and purge tasks can be created, edited, and monitored from the System Schedule. Read More.  IS OnCall Update Shifts Feature       The Update Shifts Feature can update shifts automatically when a change is made to a Shift Definition in IS Directory OnCall. The changes are made to all relevant shifts starting on or after the date that you specify in the Update Shifts dialog box.  Read More. SPOTLIGHT The Leprechaun Answering Service System The Leprechaun was a small, affordable system developed by AMTELCO in 1982 to help telephone answering services reduce operating costs by concentrating multiple phone lines into a single line. The Leprechaun was a wall-mounted unit that provided an answering service with up to 15 concentrated telephone lines. The Leprechaun could operate as a fully functional stand-alone answering service system for up to 15 hard-wired clients. The Leprechaun was very advanced for its time. It introduced several voice-based features to the market. As calls were received, it announced the calls to the operators by playing a voice announcement unique to each client line, allowing the operator to answer with the correct answer phrase. It provided an optional voice auto-answer message to callers if a call was not answered within 2 rings. It provided a call waiting tone to operators, indicating that a new call had arrived while they were on another call. It allowed operators to place calls on hold and connect to other waiting calls using DTMF commands. All programming of the system was done using a menu of DTMF commands on one of the system ports. There was no screen interface or administrative interface other than the phone interface. The Leprechaun could be installed locally at the answering service or remotely, near the telephone company central office. The Leprechaun was an advanced system for its time but it also had its limitations and nuances. The technology used by the Leprechaun for establishing phone connections was based on the technology of the day which utilized relays. One of the issues that would happen occasionally with the system was that the relays would get stuck. This led to some very creative solutions by Leprechaun users. One of the most creative solutions was a user who mounted a hammer with a solenoid attached to a phone line near the Leprechaun. If any of the relays would get stuck, a call would be placed to the phone line, activating the solenoid, causing the hammer to pound on the Leprechaun chassis. This would free up the stuck relays, and avoid the need to make a trip to the location housing the Leprechaun. The Leprechaun eventually gave way to advancements in telephony such as call forwarding. It will forever be remembered for its Irish name and for its ability to literally take a beating and keep on running. Contact Information To subscribe: using the email address below, please mention subscribe in your subject heading. eMail: insider@amtelco.com Web:  https://service.amtelco.com