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

	The Perfect "ARC Console" Replacement!   Cisco UCM Integration Cisco UCCE Integration Cisco UCCE Agent Cisco SIP Softphone Cisco SIP Agent
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

R&D Software Monthly Newsletter Volume 2, Issue 10                                              December 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 Infinity Waits Features Improve Call Handling The "Op Wait Retrieval" printer event sends information to the system printer whenever an operator answers a call from the Waits window. The "Display Hrs:Min:Secs in Hi-Res Waits Window" option is used to have the Waits window display the elapsed time that each call has been in the queue instead of number of rings. The "Disable Wait Answer" option can be used to prevent an operator from answering calls from the Waits window. The "Announce Calls in Queue" option uses the Auto-Answer feature to announce a caller's position in the Waits queue. Read More.  Call Order Designation Added to IS OnCall Scheduling IS Directory OnCall Scheduling features a Call Order setting that assigns a ranking to shift assignments. When shifts are displayed in an on-call schedule, they are sorted first by Start Time, then by Call Order, then alphabetically. Read More. IS Action Table Helps Simplify Dispatching     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.      Read More. Schedule Database Backups Through IS Supervisor A Backup Database action has been added to the System Schedule in IS Supervisor. The Backup Database action can be used to back up the IS database or any other SQL database that the IS Server can access.  Read More.  Spotlight Laura LaLuzerne 1Call Division Marketing Coordinator    When it comes to Laura LaLuzerne, the teaching profession's loss has proved to truly be AMTELCO's gain. Laura graduated from Edgewood College in 1987 with a bachelor of science degree in elementary education, but she quickly learned that traditional classroom jobs in south-central Wisconsin were hard to come by. So Laura applied for a corporate training position. Laura spent the next two years as a road warrior, training customers on the venerable EVE (Electronic Video Exchange) system. In 1988, she was a member of the AMTELCO contingent at the annual ATSI convention in Orlando, where she demonstrated the new PC-MX system. Little did Laura know at the time, but her work on the PC-MX product eventually would change her life. Tiring of life on the road, Laura transferred to the documentation team in 1990, working with Chuck Mortell to produce user's manuals for the EVE and PC-MX products and for the ETC scripting tool and for ETC's successor, CallScriptor. After a brief time away from AMTELCO, Laura returned to the AMTELCO family in 1993 as an advertising specialist in the Marketing Department. That year Laura also started a family of her own, when she married Jody LaLuzerne, an AMTELCO Field Engineering technician with whom Laura had worked closely on the PC-MX product. When AMTELCO's 1Call Division was formed in 1997, Laura became the marketing coordinator for this division. In addition to handling the advertising in the healthcare market, Laura is responsible for developing case studies and customer spotlight articles to help healthcare administrators learn how AMTELCO's products can help their organizations better serve their communities. 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