R&D Software Monthly Newsletter Volume 2, Issue 9                                                           October 2011 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

New Search Methods Added to the Innovation Machine Two new search methods have been added to the Amtelco Innovation Machine:  Newest Submissions Top 32 by Popularity These search methods are designed to make it easier to find new ideas and to contribute to the ranking of ideas. The Innovation Machine is located on the TechHelper web site: https://service.amtelco.com. Read More.  Expiring Licenses Provide Extra Seats When You Need Them Expiring licenses allow you to expand the number of seats in your call center temporarily to cover a special event or a short-term campaign. Expiring licenses are less expensive than regular licenses because they are purchased for a specified length of time. Read More. New IS Script Handling Improves Performance    With Infinity Intelligent Series (IS) version 3.5, the way scripts are saved and transferred across the network has been changed to use File Streams for improved performance and memory usage. This allows large scripts to be saved and edited without running into memory and networking issues.      Read More. IS Web Parameters Parameters can be added to the URL (Uniform Resource Locator) of the IS Web application to automatically log in with a specific agent login and password, display a specific page, and display a specific Directory Subject, on-call schedule, or appointment schedule when the application is launched.     Read More.  Spotlight Don Meisel Production Manager and Superintendent of Building and Grounds    Don Meisel graduated from high school just as the economic malaise of the late 1970s was sinking into the recession of the early 1980s. Meaningful employment was in short supply, and Don went through a string of general labor jobs, including a stint at a car wash that kept him outdoors as the thermometer lingered below freezing for 58 days straight. Don had all but decided to join the Navy and train as a welder when his brother-in-law Al Hitchcock, a technician in AMTELCO's field service department, suggested that Don should put in a job application. The US Navy's loss proved to be AMTELCO's gain. Marian Kress hired Don in 1983 in the Production Department and put him to work placing resistors and capacitors on FLC (First Level Concentrator) cards. During his first week on the job, AMTELCO surveyed its employees on how they perceived their futures with the company. Don didn't hesitate in answering that he hoped to rise to a management position in the Production Department. Don took his first step toward fulfilling his ambition in 1987, when Greg Beale moved up from his job as shipping and receiving supervisor to head up the Materials Management Department. Don was named shipping supervisor, and soon added the duties of superintendent of building and grounds. Don achieved his goal in 1990, when he was named manager of the Production Department, and at the year's end was named the Employee of the Year for the Operations division. Don continued to grow as a manager and took on additional responsibility when the Final Assembly and Test Department was merged into the Production Department. He responded in his usual manner and was awarded AMTELCO's prestigious William J. Curtin Employee of the Year Award in 1999. Most recently, as superintendent of buildings and grounds, Don has been busy implementing the conversion of unused rooms and floor space in the Production Department into a world-class data center to house AMTELCO's miCloud applications. 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

Easily Guide Your Staff             Through Calls!

Intuitive Call Flow Navigation guides your staff through all types of calls. Ensure your staff follows your protocols every time, eliminate errors, speed call processing, and streamline how calls are handled throughout your organization. Intuitive Call Flow Navigation is ideal for: Main Number Code Calls Consults On-Call Scheduling Paging Nurse Triage Intelligent PBX Attendant Console Physician and Staff Messaging Physician Referral And many more! Make Changes Whenever You Need Them! Create your scripts to gather exactly the information you need, or use the Script Library, with many common call types, as a starting point for your script, and then customize it to help ensure your staff asks callers the correct questions every time. One Vendor, Many Solutions In addition to Intuitive Call Flow Navigation, 1Call also offers: Secure Communications On-Call Scheduling Workforce Scheduling Appointment Reminders Notification Services Reporting Contact us today for more information! (800)225-6035 www.1call.com info@1call.com

What's New in TechHelper September 2011

Software Enhancements   Amtelco Browser - An updated version of the Amtelco Browser is available in Infinity Telephone Agent version 5.60.4078.03 and later. The new web browser handles web page errors more efficiently by displaying the errors in a status bar instead of showing the errors in pop-up windows that the operator must clear. The internal communication with the browser has also been updated to improve the browser's stability and memory handling. To enable the new web browser, press CTRL+F12 at the Telephone Agent Login screen to display the Setup Control Panel. Navigate to "Features", "Web Browser", and change the "What Browser?" setting from "Legacy" to "Update".

Upcoming Amtelco Seminars November 8-10: Introduction to Intelligent Series Remote Only    Registration Required, please contact Megan Schroeter with any questions. Upcoming NAEO Webinars October 12: Marketing Techniques & Acquiring New Customers  October 19: Business Continuity October 26: Completing Your Service Discount Registration Required, please contact NAEO for any questions. Click here for full calendar.

Have you checked out Amtelco's Innovation Machine? What once was a wish list email, has become a much more robust tool using Intelligent Series Web Scripting. You can add suggestions, search, rank, and comment on existing ideas. Give it a try today!

What People Are Asking...   Question: Can you program "Voice A" on a button in an IS script? Answer: This is how you can set up the button for voice mail scripted accounts and how it looks to the operators. Once the button is pressed the message starts to play. If you are in a script, the Toggle Voice will record a message. Script Setup: Script:

Infinity 5.51 Feature of the Month  Amtelco Dashboard The Amtelco Dashboard is an application that can be used to monitor all of your Infinity Automated Call Distribution and Infinity Intelligent Series call activity in a graphic format and a text format. The Dashboard display is customizable, allowing you to determine which statistics are displayed and the types of graphs used to illustrate the statistics. Click for more information.

TechHelper's Rep of the Month Ken Anderson With AMTELCO Since: 1999 Bio: Ken began at Amtelco working with Call Scriptor. Next he worked with eCreator as it was released.  Ken has worked with IVR since its very beginning and as it continues with it as it is being used by JSI and Red Alert. He has also worked on the release of the Intelligent Series from its inception to get it off the ground. Ken works with all the importing programs, including Directory and Client importer, RTI, Red Alert and the new release of IS RTI.

Solutions Newsletter

Solutions Newsletter          September 2011 AMTELCO INNOVATION UPDATE

In This Issue New Android miSecureMessages App HIPAA Compliance Certification Infinity Features You Need IS Web Scripting 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 these TAS association shows this fall: ASTAA, Oct. 10-12, Gettysburg, PA GLTSA, Oct. 24-26, Chicago, IL STA, Nov. 6-8, Ft. Walton, FL WSTA, Dec. 8-12, Maui, HI AMTELCO presentations will reveal exciting new opportunities to improve your call center business! There are many revenue-producing choices you have when using non-platform specific software such as Soft Agent and the Cloud-Based Applications. Soft Agent interfaces with switches provided by Asterisk, Cisco, Avaya, and Nortel. Click here for more information miSecureMessages Adds Android App AMTELCO's new miSecureMessages Android™ app provides secure messaging and paging services for Android devices using AMTELCO's miSecureMessages service. The miSecureMessages Android app receives notification of secure messages sent from the encrypted miSecureMessages Web. The user is notified about incoming messages via visual and audio alerts, and can view and respond to messages. The user also can initiate messages to other miSecureMessages users. The miSecureMessages Android app can be downloaded from the Android Market Website.  miSecureMessages Markets include public and private organizations that need secure communications such as: Legal firms Law enforcement Real estate Large corporations  HIPAA Compliance Certification AMTELCO's RED ALERT automated notification system is compliant with the National Institute of Standards and Technology (NIST) information technology security guidelines defined in SP 800.53 and FIPS 199. Read more Infinity Has the Features You Need: Client Rotate, Op Time Clock, Web Portal and more! The Client Rotate feature allows calls to be rotated 1 by 1 to subaccounts in order. This gives an option to play a second greeting from the sub account while keeping track of the number of calls a main account has received. For example, Real-estate Company use it for callers looking for realtors- first call goes to Bob, second calls go to Rick, and so on. Operator Time Clock functions within MDR (Message Detailed Reporter), and allows call centers to increase operator efficiency and reward job performance, save time and money on payroll processing, and simplify remote operator management. Web Portal is a suite of applications that provide a browser based interface to any of the AMTELCO system databases from one location. Each application can be run independently of the others. Information can be printed or e-mailed in a user-friendly HTML format.    Find out more about Infinity features IS Web Scripting allows operators an easy, flawless way to enter critical information step-by-step while taking a call. The optional IS Web Scripting feature provides the licensing and software support to present Intelligent Series call scripts in Web browsers, bringing your clients messaging features that previously required operator involvement. Read more   Watch for more Revenue-Producing Apps from the AMTELCO Cloud!     E-mail us now for more information! Sincerely, Your Friends at AMTELCO

R&D Software Monthly Newsletter                        Volume 2, Issue 8                                                    September2011         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

Rotate Calls through a List of Client Accounts with the Infinity Client Rotate Feature The optional Client Rotate feature adds a new Infinity behavior called Rotate. This new behavior looks at a message distribution list for a list of accounts to rotate through. Each call to the account will be routed to the next client account in the distribution list until the end of the list is reached, and then the rotation will start at the beginning of the list again. Dashboard Sound Settings Program Warning Sounds The Dashboard sound settings let you program warning sounds that are triggered when call center statistics reach caution and critical levels. The sounds settings can use any standard WAV format file and can be assigned to any of the Dashboard gauge-style controls. TAP and SMS Failure Notifications   With Infinity Intelligent Series (IS) Intelligent Dispatching, Telocator Alphanumeric Protocol (TAP) paging and Short Message Service (SMS) text messaging failures are displayed to dispatchers in the IS Dispatch List. IS Web Access Login Options The IS Web application now has three configurable options for user authentication:  IS Agent IDs created in the IS Supervisor application Windows Authentication Active Directory Authentication    Spotlight Ken Marty Senior Software Engineer    Ken Marty helps AMTELCO focus on the future with the development of new products and applications, from Infinity OnCall Scheduler to the Cloud-based miSecureMessages. Ken joined AMTELCO in 1988 as a field service technician and installer, just after receiving his associate of science degree in electronics engineering from the Wisconsin School of Electronics, now Herzing University, in Madison. He travelled the country for three years installing EVE (Electronic Video Exchange) systems and early versions of the PC-MX system. The EVE installations took Ken to Thailand, where he spent two weeks touring the Orient while waiting for the hardware to clear customs. Ken got three of the four EVE's installed over the next six weeks, and would have gotten the fourth installed had the building been ready in time. Ken left AMTELCO in 1992 in favor of NorLight, a provider of fiber-optic long-line services that had just opened offices near Madison. Ken spent a year with NorLight as a customer service engineer and network operations center technician. Then Ken spent four years at ComTel Communications, rising from PBX and key systems installer to service manager. Along the way, he found time to complete his bachelor of arts degree in computer science at the Madison campus of Lakeland University. Shortly after he received his diploma in 1996, he returned to AMTELCO as a software engineer. On his return to the fold, Ken worked on the CallScriptor platform, an early scripting tool, and served as the principle developer for the Infinity OnCall Scheduler application before taking on the task of developing AMTELCO's early web-based applications: eCallback, eOpChat and ePush. After developing the eResponse application, Ken took on the development of the Intelligent Series Web platform and the Intelligent Series OnCall Scheduling, Appointment Taking and OnTeam workforce scheduling features. Today Ken continues to focus on the future, as the designer of AMTELCO's new cloud-based applications, which include miOnCall and miAppointments.

AMTELCO Offers Secure Two-Way Smartphone Applications

AMTELCO Offers Secure Two-Way Smartphone Applications