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

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