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

News Release

Date: Sept. 5, 2011

For Release:  Immediately

Contact:  Jim Becker, (608)838-4194

AMTELCO’s RED ALERT System HIPAA Compliant

McFarland, WI – 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. AMTELCO has documented this compliance in the SCAP NIST certification and accreditation package approved by the Federal Aviation Administration and the U.S. Department of Transportation. This certification indicates compliance with HIPAA regulations.

AMTELCO is using the same information technology security guidelines for HIPAA compliance for its new Cloud-based products such as miSecureMessages and miOnCall.

For more information go to miSecureMessages.com, miOnCall.com, contact Amtelco at
(800)356-9148, or e-mail info@amtelco.com.

AMTELCO Soft Agent Passes Cisco IVT Certification

AMTELCO Soft Agent Passes Cisco IVT Certification

News Release

Date: August 8, 2011

For Release:  Immediately

Contact:  Jim Becker, (608)838-4194

Amtelco miSecureMessages Adds Android App

McFarland, WI – 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 is a powerful Smartphone paging and messaging application that is built for BlackBerry^®, iPhone^®, iPad™, iPod Touch™ and Android mobile devices, and can be used with any platform. miSecureMessages replaces or supplements paging technology and enables two-way instant communications using the power of the miSecureMessages App to easily reply to and organize communications.

For more information, contact Amtelco at (800)356-9148, or e-mail info@amtelco.com.

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FREE Webinar on AMTELCO'S miSecureMessages app

This valuable Webinar is designed to provide information that will help owners and managers of all system platforms be proactive dealing with the changing marketplace affecting paging and the need for Secure Messaging.

If you have medical accounts, secure messaging is an essential item that your medical accounts require.

With the continually  increasing number of mobile devices,  miSecureMessages uses the convenience of mobile technology, eliminates  pager expense, and adds security to keep your information safe.

REGISTER NOW! http://callcenter.amtelco.com/msmWebinars FREE miSecureMessages Webinar
miSecureMessages is a powerful Smartphone  paging and  messaging application built for BlackBerry®, iPhone®, iPad™ and Android™mobile devices.  miSecureMessages replaces or supplements paging  technology and enables  two-way instant communications using the  power  of your miSecureMessages App to easily reply and organize your   communications.

When: Choose from three dates   

• August 30th at 10:00am CST (no seats available)
• September  1st at 10:00am CST
• September 8th at 11:00am CST
• September 8th at 1:00pm CST

How: To reserve your free spots at the AMTELCO seminar go to http://callcenter.amtelco.com/msmWebinars or call JaNelle Stransky at (800)356-9148.
        Hurry and register NOW, spaces are limited!

 

Click here to view full the version of the Amtelco Insider

Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on new software features. Each Month, we will highlight some of the new innovations that have been developed and are available for use.  To view the Amtelco Insider you will be asked to enter your Tech Helper user name and password. If you have a support contract but do not know your Tech Helper login, contact Amtelco Field Engineering at 800-553-767

Infinity Dialout Guard Gives Ports Time to Reset
When a port is used for a dialout, the port may need time to reset before it can be used again. The Infinity Supervisor application contains a setting called the Dialout Guard Time that specifies how much time to wait before attempting another dialout to the same port.
Read More.
Infinity Supports Multiple VoIP Boards
Infinity Software Version 5.6 supports multiple Voice Over Internet Protocol (VoIP) boards. The configuration settings for VoIP boards are located in the Infinity Supervisor application in the Boards and Ports setup pages.
Multiple VoIP boards provide more ports for calls and provide redundancy in case one of the boards ceases to function.
Easily Send E-mail Messages to Multiple Recipients
The Send Email response element provides an easy way to send e-mail messages from the Intelligent Series (IS) server without having to use Contact-Based Dispatching or Group Dispatching..
Read More.

IS Test Drive ACD Fields
Values can be assigned to ACD fields in Test Drive so that scripts can be evaluated with different ACD values before they are put into live use.
Read More.   
Spotlight

Brett Torvik- Software Engineer
Brett Torvik brings an informed point of view to his work as a software engineer at AMTEL CO, having experienced early in life the broad range of tasks that call center staff are expected to perform.
Starting in high school and continuing on through college, Brett worked at Torcom, the Madison, Wisconsin, based call center that handles after-hours calls for AMTELCO's corporate offices and AMTELCO's Field Engineering support teams.  Brett's tasks varied from product fulfillment to call handling duties as an operator.
Eventually, Brett took on responsibility for Torcom's Web presence.

Brett joined AMTELCO after receiving his bachelor of science degree in computer sciences from the University of Wisconsin-Madison. His first assignment was the development of a database driven customer relations management tool for AMTELCO's staff. Brett's work eventually morphed into AMTELCO's suite of online CRM products collectively known as Client Management Intelligence (CMI).

Now Brett is even more focused on the future. He is the lead developer for AMTELCO's web-based applications for mobile devices such as smartphones and tablets. Brett built the miCash, miDash and miOnCall apps for iPhone users that opened AMTELCO's Intelligent Series platform to the world of mobile apps. Currently, Brett is the principal designer and lead programmer for miSecureMessages, one of the smartphone apps that are a key component of AMTELCO's cloud-based service offerings.

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