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

R&D Software Monthly Newsletter Volume 3, Issue 2                                              February 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 Copy History Did you know that you can copy an Infinity message's history when you make a copy of the message? Read More.  Transfer Call Data from One Account Script to Another with IS Call Fields Call Fields are special message fields that can be referred to throughout a script and can be passed from one script to another as a call changes client accounts. Read More. IS Web Calendar Subscriptions       With the IS Web Calendar Subscriptions feature, all of your on-call assignments and appointments scheduled in the IS Web and other IS applications are automatically copied to the Google, Windows Live Hotmail, iPad, Outlook, and Yahoo calendars.         Read More. IS Web Scripting Configuration The web.config file that is installed with the Intelligent Series (IS) Web Scripting feature presents several options for customizing IS Web Scripting. The login, password, application title, client number, type, and test drive settings can be configured in the web.config file.  Read More.  SPOTLIGHT The First Level Concentrator Before the days of call forwarding, telephone calls were routed to an answering service by hardwiring extensions of a client's phone lines into the answering service. These phone lines were connected to cord boards that were leased by the answering service from AT&T. AT&T charged answering services a mileage fee based on the length of the connection of the client phone lines from the AT&T central office to the answering service. AMTELCO founder Bill Curtin II had long recognized that this mileage fee could be reduced by concentrating the number of phone lines running into the answering service to a lesser number. AMTELCO unveiled the First Level Concentrator (FLC) in 1975 as a solution to this issue. FLC often was referred to as the Big Green Box due to its sheet metal enclosure that looked a lot like a green bank safe. The concept behind FLC was to place the unit in a location near the telco central office, connect a large number of phone lines to it and concentrate them into a smaller number of lines running into the answering service. FLC could concentrate 100 phone lines into four talk paths, making it possible for an answering service to reduce mileage fees by up to 96 percent. FLC was based on the Telesignal, a combined line concentrator and line identifier that Mr. C built in 1951 for his answering service, Curtin Call, and for which he was awarded a US. Patent. AT&T liked the idea so well that it eventually developed a similar product. The FLC was the foundation for many of AMTELCO's early products. The Little Guy and the VCF 400 both were based on the FLC chassis. Both of these operated as stand-alone systems that could be the foundation for an entire answering service. The FLC also integrated with other AMTELCO systems such as the Video III and EVE (Electronic Video Exchange). With the development of call forwarding, the need for FLC and its derivative products began to wane, but FLC always be remembered as one of the most successful products in AMTELCO's history. 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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Discover the Benefits of Call Flow Navigation! Benefits include: Save on Agent Training Save on Call Processing Time Increase Accuracy Improve Customer Experience Help Desk Scripting and On-Call Scheduling Solutions      AMTELCO's Soft Agent Provides Powerful Applications Including: Call Center Agent Operator Console Call and Work Flow Scripting Employee Directories with Quick Answer/Transfer On-Call, Appointment and Staff Scheduling SIP-Based Call Recording and Logging    You are Invited! See a live demo of Soft Agent, miSecureMessages and any of AMTELCO's powerful Attendant Console Solutions.   Click here

What's New with TechHelper  January 2012 Upcoming Amtelco University Webinars January 26: IS Action Tables Training Webinar -                    Req - IS 5.60.4177 or later. Registration Required.   February 1: Call Centers Webinar - miSecure Messages.                    Registration Required. February 2: Call Centers Webinar - miReminders.                    Registration Required.   Click for details on all Amtelco University sessions. Upcoming NAEO Webinars January 18: Business Continuity                    and                    IS 101 - Simple Solutions to Scripting January 25: IS 102 - Info Pages and Shared Fields February 1: IS 103 - The Next Step in Scripting                    and                    Raising the Stakes with NAEO Registration Required, please contact NAEO for any questions. Click here for a full calendar of events.   Amtelco now offers several cloud opportunities such as: miOnCall, miSecure Messages and miAppointments. Click the cloud for more information! New IS Feature!    The Action Table feature is used to create a table of steps that can be programmed in one place and implemented throughout an Intelligent Series message script. The Action Table can simplify programming of the dispatch protocol, and provides a simple way to view and print the protocol. This feature is included with IS version 5.60.4177 and above. For more information, click. Last Call for KB163 Keyboards! Click for more information or to place an order.  Infinity 5.6 Monthly Feature Voice Mail Callback Enhancements - The Infinity Voice Mail Callback (VMCB) feature has been enhanced in several ways in Infinity version 5.60.02. The enhancements include prevention of duplicate entries, system printouts, VCMB call label, and more robust callback scheduling. Click for more information!   Are you ready to Raise the Stakes? Well then you won't want to miss this conference because here... THE POSSIBILITIES ARE ENDLESS! Join us at the 2012 NAEO Conference, February 19-22. Click to register. 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. Click above to give it a try! Recently Completed Innovation Items - Infinity: There is now a way to track whether an operator selected a call from Infinity through the waits window vs. being assigned the call via call distribution. Click for details. - Dashboard: Alerts by account can now be shown on the Dashboard screen.

Quick Links TechHelper Software Downloads AmtelcoPedia  Innovation Machine Amtelco Insider   FAQ's Amtelco Blog Amtelco on Facebook 1Call on Facebook Looking for past TechHelper Newsletters? Click here. Questions? Contact  Amtelco Trainers Need a Service Contract? Click here.

AMTELCO released miSecureMessages App 2.0.4

Description

The miSecureMessages Apple App provides secure messaging and paging services for iPhone, iPad, and iPod Touch devices using Amtelco’s miSecureMessages service. The miSecureMessages Apple App receives notification of secure messages sent from the encrypted miSecureMessages Web Service via the Apple Push Notification Service. The user can view and respond to messages and can initiate messages to other miSecureMessages users.
When you receive a notification, you must acknowledge the notification and then can view the message in its entirety. Viewing the message results in a read receipt being returned to the web service. You can select from a list of pre-defined reply messages or can enter a custom reply. Replies are sent securely back to the web service. You can also initiate a secure message to other registered miSecureMessages users within your company or organization.
Requires a connection to the cloud-based or on-premise miSecureMessages solution provided by AMTELCO.

What's New in Version 2.0.4

-Adds swipe-able inbox rows that gives user quick access to reply, forward, delete, or complete a message
-Adds a Confirm Delete dialog when deleting a message from the Inbox
-Phone numbers, email addresses, and street addresses show up as links in the Inbox and Message Thread pages
-Forward button added to the View Message screen
-Improve speed on Inbox screen

R&D Software Monthly Newsletter Volume 3, Issue 1                                              January 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 Elevator Behavior Accepts Information Sent from Elevator Phones Infinity Elevator Behavior is an optional account behavior that answers calls from phones in elevators and accepts information sent from the phones. Infinityaccepts 11 digits from elevator phones. Read More.  Infinity Employee Checkin Behavior Verifies Employee Check In with a Passcode Infinity Employee Checkin Behavior is an optional account behavior that verifies a passcode when an employee checks in. If the passcode is entered correctly, the check-in event is sent to the system printer and the account status is changed to "Checked in." When setting up an account for Employee Checkin Behavior, a client greeting should be recorded that instructs the caller to enter the passcode. Read More. Use the Delimiter of Your Choice to Parse IS Messages      The Parse With Delimiter Function in the IS Supervisor Expression Builder lets you parse message information using the delimiter of your choice. This feature can be combined with the "Add paging pipes around value" option and the _Summary field to denote which summary information is transmitted to TAP Paging, SMS, Email, and Secure Messaging Contact Methods.       Read More. Pro Show Simplifies Appointment Reminders AMTELCO's Web-based Pro Show appointment reminder system provides automated appointment reminder and notification services without operator involvement. Pro Show notification campaigns can be be pre-defined and scheduled for delivery at a later time as well as being delivered on an immediate basis, to any number of individuals.   Read More.  Spotlight Mitey Mite   Mitey Mite was one of the first products for answering service call centers produced and sold by Amtelco, reaching the market in 1982. Call forwarding had just become available, and AMTELCO engineers Paul Henning and Ken Post recognized an opportunity when they saw one. At the time Mitey Mite was introduced, most answering services had direct hard wired connections linking their client phone lines with the answering service. Many of these connections were wired into cord boards that were purchased or rented from the phone company and provided the main tool for operators to answer and manage calls. Mitey Mite was designed specifically to fit in one of the available slots in a cord board, with dimensions of 1 ½ x 4 ½ x 8 ½ inches. Each Mitey Mite would interface to one DID trunk from the phone company and could handle up to 100 DID numbers. Each answering service client would forward their phone to one of the DID numbers. Call forwarding was much more cost effective than hard wired connections, and provided time of day control for when the answering service should be handling calls, all controlled by the client forwarding their phone. The last three digits of each DID number formed the client's account number, which was displayed on the face of the Mitey Mite when a call came in. The operator connected, disconnected, and put a call on hold by plugging the correct cord into the Mitey Mite. The display was cleared after the call was ended, making the unit available for the next call. Mitey Mite was an immediate hit in the marketplace, and AMTELCO's Production Department eventually built more than 3,000 units. Mitey Mite lead to the development of a stable of related products. Mitey Mite II sat on a desktop rather than be installed in a cord board. Alpha-Mite added a display that provided the operator with an answer phrase that eliminated the need for the operator to use a chart to identify the DID numbers. Multi Mite housed four Mitey Mites in one desktop unit, expanding the number of clients an operator could handle. Video Mite connected Mitey Mite to a video monitor to view the incoming calls, and was a mighty step toward AMTELCO's next generation of call center products. Deadlines for the 2012 NAEO Conference Coming Up Fast  Hotel Reservation Cutoff NEXT WEEK: January 18     The Cosmopolitan Hotel  3708 Las Vegas Blvd South, Las Vegas, NV   Get the Cosmopolitan Hotel Group Rate: $179/night    Call 702-698-7000 or make your reservation online  Click For Reservations!  The group  code is SCNAE2 or reference the NAEO Annual Conference. Rates are 3 days pre and post conference based on availability. Hotel group rate cut-off date is January 18, 2012. Visit the hotel website for more details.  Earlybird  Registration Deadline   TWO  WEEKS AWAY: January 23, 2012    Save $125 by signing up  in the next two weeks. Don't delay - register 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