NAEO Newslinks

December 2017




NAEO Now

Be Inspired
by Gary Blair

NAEO 2018: Register Now

NAEO 2018: Sponsorship & Exhibitor Opportunities

Last Chance: Apply Today for 2018 Scholarships
by Tifani Leal

2018 Board of Directors Candidates

Featured Articles

President's Letter
by Lina Cunningham

Interview: NAEO 2018, An Owner's Perspective
by Deborah Anders

Dues Renewal

Amtelco Annex

Help Tab Provides Links to TechHelper Documentation
by David Drenk

Match MergeComm Triggers to Multiple Sources with MergeComm Wild Card Search Options
by David Drenk

Gary Blair

Be Inspired


by Gary Blair

“The best of all gifts around any Christmas tree is the presence of a happy family all wrapped up in each other. ”

—Barton Hillis

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NAEO 2018

NAEO 2018: Register Now


It's On

From February 25 to 28 we will be 'Cruising Together Towards Tomorrow' in Fort Lauderdale, FL at the Hilton Fort Lauderdale Marina for our Annual Conference and Advanced Technical Workshop. This is one you don't want to miss! Register Now

Register Now

Questions?

If you have any questions, please feel free to contact the NAEO by phone at 800-809-6373 or email Rhonda Grizzard, NAEO Event Planner, at rhondag@ewald.com.

We look forward to seeing you in February in sunny, beautiful Fort Lauderdale!

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NAEO 2018

NAEO 2018: Sponsorship & Exhibitor Opportunities


With the 2018 NAEO annual conference less than 3 months away, the Conference Committee is moving full steam ahead, engaging existing sponsors and finding and securing new sponsorship opportunities. We’ve received feedback both from NAEO members (through the post-conference survey) and from sponsors directly, and are working hard to meet the goals of elevating the NAEO conference for our attendees and sponsors.

After an immensely successful conference in 2017, we certainly have our work ahead to make 2018 even better!

View Opportunities

One of our newest additions revolves around the First Timers Game during opening reception. A new community-level sponsorship allows a sponsor to participate in the First Timers game! Great for an industry veteran who wants to facilitate discussion with the conference newcomers, or brands that want to promote a specific narrative around their company or product.

We’ve also heard the feedback from NAEO members who attended conference in 2017: Sponsors were great, but we want even more! As such, we’re in talks with vendors who provide employee scheduling software, headsets, office aesthetics, VoIP services, and more!

If you love a brand or company and think they would be a good fit for the NAEO membership, please recommend them to the Conference Committee! You can contact Evelyn Portinari or Patrick Labbett directly.

To learn more about available sponsorship opportunities for the 2018 NAEO Conference, click here.

We look forward to seeing you in February in sunny, beautiful Fort Lauderdale!

Sponsor Today

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Tifani Leal

Last Chance: Apply Today for 2018 Scholarships


by Tifani Leal, 2018 Scholarship Committee Chair

Have you identified a Superstar employee who would benefit from attending an NAEO conference or workshop?

As a member of NAEO, you can offer your employees the opportunity to apply for two different scholarships that will allow them to grow along with you and your company. Or, you could apply for one yourself. These scholarships can help offset training and professional development costs for you or one of your employees.

William & Eleanor Curtin Scholarship

The Curtin Scholarship is a non-profit educational scholarship sponsored by NAEO. The Fund recognizes the immense contributions the Curtins have made to the tele-messaging industry, and their lifelong mission to educate and inspire their valued customers. NAEO offers this scholarship to individuals who demonstrate similar entrepreneurial traits.

Christina Collins Educational Scholarship

The Christina Collins Educational Scholarship Fund was established in loving memory of Christina Collins by the Board of Directors of the National Amtelco Equipment Owners. Christina owned and operated a tele-messaging bureau prior to joining Amtelco as a TAS consultant. She assisted several EVE owners with the schematics and design of their offices. Her commitment to this industry was demonstrated by freely sharing her expertise. Christina was a highly respected individual with great integrity and a keen sense of loyalty to the NAEO membership. As she was also a great advocate of education, the NAEO Board established this annual scholarship award in her honor.

Applications for both scholarships are due December 18, 2017.

For any additional questions regarding NAEO scholarships, please contact management@naeo.org.

Learn More & Apply

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NAEO

2018 Board of Directors Candidates


The NAEO Nomination Committee is proud to present the 2018 candidates for the Board of Directors election.

View the slate of nominees, read their bios, and watch their campaign videos.

The primary contact at each member firm is to cast their ballot and should have received the link to the ballot via email.

Voting will close on January 10, 2018 and the results will be announced on January 17, 2018.

Thank you, and please contact management@naeo.org with any additional questions you may have.

Meet The Candidates

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president

President's Message


by Lina Cunningham

While we work at getting our businesses ready to close out 2017 and set sail into 2018, your NAEO Board of Directors and committee members have been hard at work. We have had an exciting year filled with progress, improvements and change.

Over this past year we have seen many progressive equipment-focused initiatives. Our High Availability Subcommittee meets regularly and works closely with Amtelco on key items such as Emergency Documentation, Windows Clustering, SQL documentation and failover for Genesis, just to name a few hot items. This leads us to Genesis, which is in full swing with a new release coming up that should include all the major Infinity functionality (i.e., voicemail) that we have all been waiting for. Last but certainly not least was the release of Billing Link 5, which was successfully rolled out this year. In our ever-changing world of technology, it sure makes my job easier to be surrounded by so many forward-thinking gurus. Thank you to all of our members who get involved and volunteer their time to help us all succeed.

If you are the IT techie type, get involved with the Future Directions Committee (FDC) as they explore Genesis, High Availability, Fail Over Clustering and many other customizations sure to please a techie mind. Send an email to futuredirection@naeo.org to get involved.

Conference Conference Conference…To be in Florida at the end of February is looking pretty good right now for those of us on the East Coast as winter approaches (except for Scott Lyons who loves the winter, loves the snow and can’t seem to get enough of it). The upcoming annual conference will be in Fort Lauderdale February 25–28, and our conference committee is working hard to make improvements and enhance the educational content. We have a special presentation called Build a Kick Ass Company by our keynote speaker Gary Gzik, which will include an interactive workshop.

On the final day of the conference, we will host an awards luncheon to announce the recipients of the Superior Agent Service Awards. We have had many companies participate in the first year of the awards and we look forward to finding out who the top agents will be!

We are also very happy to announce that the registration rates for the conference are not going up — so take advantage of the rate freeze and register for 3 days of educational overload.

The countdown to Conference is on!!! Let’s just say I know someone who tracks it…oh wait, that someone is me! LOL. Depending on when you read this, we are about 65 days away from our annual conference in Fort Lauderdale, FL. Register now!

As we close out 2017, it is time for change as elections for new members to our NAEO Board of Directors are underway. This year we have 4 amazing candidates to pick from:

Tifani Leal, current Board member, up for re-election
Evelyn Portinari, our Conference Chair
Jason Miller, a member of our PDC committee
Bryan Weinstein, a member of our Health Care committee

Click here to review our candidates, watch their promotional videos, and cast your votes.

If you are not active with NAEO, I encourage you to get involved. Go to the online community, ask questions, or answer questions to help a fellow member.

From my family to yours, I wish you all a safe and happy Holiday Season. See you next year.

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NAEO 2018

Interview: NAEO 2018, An Owner's Perspective


With Robin Bailey, President and Owner of the Legacy Connection, interviewed By Deborah Anders, Operations Manager

Q: What year did you enter into the call center industry?

A: I bought my husband’s family business in 1997. The business was actually started in 1955 by his aunt.

Q: What year did you start using Amtelco products?

A: 2003. Before that we were on Tascom.

Q: How long have you been a member of the NAEO group?

A: Since 2003. I joined immediately to take advantage of the member discounts.

Q: When did you attend your first NAEO Conference?

A: Carefree 2003; I had ordered my equipment but it had not even been installed yet. My husband encouraged me to attend a conference to “see what I had bought” and talk to other users. During the conference I called my husband and told him that I had made a mistake. After a long pause, I told him that I should have bought it in 1997. I was amazed at how everyone was so willing to share. I arrived at the conference knowing only Gary Kerner but soon was introduced to some amazing people who would become lasting friends: Mike Burkinshaw, Marcie Imes, Allan Fromm, and Mike Leibowitz just to name a few.

Q: Why do you keep going?

A: I keep going because I keep learning (maybe I’m a slow learner, lol). I look forward to seeing old friends and making new friends. It’s truly a remarkable organization.

Q: Do you take other team members (employees) with you?

A: Yes, over the years I have taken several employees to different conferences.

Q: Why do you do that? Couldn’t you just as easily bring back any information they needed?

A: I do it for several reasons: The conference is jam-packed with sessions that my organization could benefit from, some going on at the same time, so it helps to have more than one person at conference. Once the agenda comes out, those of us attending sit down and choose our sessions to make sure we cover all the topics and speakers we want to hear (rank has its privileges when deciding. Lol). We have often joked that we only see each other in passing because we are so busy learning from different sessions and presenters. Going to conference is used in our organization as a way of rewarding team members for work well done or for showing an interest in learning more. It also gives my employees the opportunity to interact with other people in the industry. They always come back with new ideas and new friends.

Q: How has attending conference helped to grow your employees?

A: First, they learn that we are not the only company to have problems. That itself is an amazing benefit. They also learn new ways to handle situations or issues they may be having. One of the biggest benefits for them is the networking opportunities — they make friendships and have contacts that they can call with questions or to bounce ideas off of — or even just to vent at times. I believe they probably do all of those things more than I am aware of... but I get to be amazed at how they solve problems and handle things, so it’s a win for me too.

Q: Have you ever taken someone to conference and been disappointed in the results?

A: I have sent several to the IS Summer Series over the years as well as to annual conference. Some have taken the opportunity and come back to work wonders with IS or in operations. A couple of others have come back and done very little with it. I feel my job is to give them opportunities and, if they choose not to take advantage of them, that is up to them. It is very rewarding to see the employees who continue to develop and want to learn more.

Q: If another owner is on the fence about whether to take an employee, what advice would you give them?

A: I encourage any owner who is considering taking employees to the conference to do so. The rewards are well worth the cost.

Q: Will we see you at NAEO 2018? Or any of your staff? (hint hint)

A: Yes, I will be at the conference with some employees (to be named at a later time. lol).

From February 25 to 28, we will be 'Cruising Together Towards Tomorrow' in Fort Lauderdale, FL at the Hilton Fort Lauderdale Marina for our Annual Conference and Advanced Technical Workshop. This is one you don't want to miss! Register Now

Register Now

We look forward to seeing you in February in sunny, beautiful Fort Lauderdale!

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NAEO

Dues Renewal


As you may know, NAEO is switching the membership renewal structure. Your membership will now run from January 1 to December 31. This decision was made to streamline the membership renewal process. The new structure will commence on January 1, 2018.

Invoices for membership renewal have been mailed. If you have not received your invoice, you should receive it in the near future. Please be sure to review your company information and submit your payment so you can take advantage of all NAEO has to offer.

Here are a few of the benefits you receive by being an active member of NAEO:

  • NAEO 10% Amtelco Service Contract Discount.
  • NAEO 10% Amtelco Service Contract Discount.
  • Discounted fees to the annual NAEO conference and other educational and training events.
  • Access to the NAEO members-only Listserve.

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David Drenk

Help Tab Provides Links to TechHelper Documentation


by David Drenk
All rights reserved © January 2017
Contact: insider@amtelco.com

The new Help tab in the Intelligent Series (IS) Supervisor Client Setup pages provides hyperlinks for easy access to TechHelper documentation. The Help page includes links to the “Response Element Library,” “Easy Script Editor,” and “Expression Builder” sections of the Intelligent Series Supervisor Reference Guide.

To access the Help tab, open the IS Supervisor application and click the Client icon on the toolbar. Select a client account from the Client List and press the ENTER key. Then click the Intelligent Messages link in the Navigation menu.

The Help tab is displayed on the right, next to the Client Script Usage tab. Click the Help tab to display the Help page.

The Help page contains hyperlinks to documents relevant to message scripting.

  • Click the Response Element Library Document hyperlink for detailed information about all of the response elements available in Intelligent Messaging scripts.
  • Click the Easy Script Editor Document hyperlink for information about building scripts using the Easy Script Editor.
  • Click the Expression Builder Document hyperlink for information about building advanced expressions using the Expression Builder component of the Easy Script Editor.

The hyperlinks navigate to documentation located on the Amtelco TechHelper website. You will be prompted to enter your TechHelper user name and password. If you do not have a TechHelper user name and password, please contact Amtelco Field Service for information about purchasing a service contract.

Requirements

  • IS Supervisor 4.3.5750.20 or later
  • Amtelco Service Contact

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David Drenk

Match MergeComm Triggers to Multiple Sources with MergeComm Wild Card Search Options


by David Drenk
All rights reserved © November 2016
Contact: insider@amtelco.com

MergeComm now supports wild card matching for trigger sources. Sources can be matched to triggers using Exact Match, Starts With, Ends With, Contains, or Any. This feature enables triggers to be matched to multiple sources as needed.

The MergeComm page is used to configure inbound triggers for use with the optional MergeComm feature.

To open the MergeComm page, click the MergeComm hyperlink on the Client Setup Navigation Menu.

The MergeComm Toolbar is used to add and delete triggers for MergeComm jobs and to save changes to the General and Threshold settings.

Select a trigger to edit or click the Add icon to create a new trigger.

Description

The Description field is used to identify this trigger in the menu.

Type a short description that indicates the purpose of this trigger.

Type

The Type menu displays a list of the various types of triggers that can be used to initiate a MergeComm scenario.

Select the type of trigger that you want to use to initiate a MergeComm scenario.

Source

The label above the source field varies depending on the type chosen.

  • “E-mail Address” is displayed when the Type is set to E-mail POP3 or E-mail SMTP.
  • “MSM Username” is displayed when the Type is set to MSM.
  • “Phone Number” is displayed when Type is set to Phone or SMS.
  • “Pager ID” is displayed when Type is set to TAP.
  • “Phone Number” is displayed when Type is set to Phone or SMS.

A drop-menu is displayed to the left of the source field. This menu is used to select the type of matching considered when determining which sources are valid for this MergeComm trigger.

  • Select “Exact Match” to only trigger on sources that are an exact match for the value specified.
  • Select “Starts With” to trigger on sources that begin with the value specified.
  • Select “Ends With” to trigger on sources that end with the value specified.
  • Select “Contain” to trigger on sources that contain the value specified.
  • Select “Any” to trigger on all sources.

The field to the right of the menu is used to enter the value that will be used to match sources to this MergeComm trigger. This property is not available when “Any” is selected in the menu.

  • If you are configuring an E-mail POP3 trigger, enter the e-mail address to poll for incoming messages.

    This e-mail address must match an e-mail account configured on the E-mail Accounts page of Client Setup.

  • If you are configuring an E-mail SMTP trigger, enter the e-mail address to match to the sender on incoming messages.
  • If you are configuring an MSM trigger, enter the miSecureMessages username to match to the sender on incoming messages.
  • If you are configuring a Phone trigger, enter the phone number to match to the sender on incoming messages.
  • If you are configuring an SMS trigger, enter the phone number to match to the sender on incoming messages.
  • If you are configuring a TAP trigger, enter the phone number to match to the sender on incoming messages.
  • If you are configuring an HL7 trigger, click the Generate Source button to generate a source key that corresponds to the selected Inbound Interface and HL7 Filter.
  • If you are configuring a WCTP trigger, enter the phone number to check for incoming messages.
  • If you are configuring a Web Service trigger, click the Get Web Service Key button to generate a source key.

    The characters displayed in the Source field compose the Web Service Key that must be programmed into the Web Service to allow the Web Service to send messages to MergeComm.

Note: Take special care to use source matching that will eliminate any ambiguity. IS will not allow you to program two triggers of the same type with the exact same source matching criteria. However, there is the possibility of two triggers being programmed in such a way that a source matches both triggers. For example, one trigger could be looking for a source beginning with a certain code and another could be searching for a source that ends in a specific code, so there could be a code with the right beginning and end to match both triggers. If this occurs, the system will randomly pick one of the two triggers.

When you are finished configuring the MergeComm trigger properties, click the Save icon to save your changes.

More information about MergeComm triggers is provided in the “Client Setup” section of the Intelligent Series Supervisor Reference Guide.

Requirements

  • IS Server 4.03.5864.21801 or later
  • IS Supervisor 4.3.5750.25 or later
  • IS Messaging
  • SQL Server 2014 Standard Edition or later
  • 64-bit Microsoft Windows Server 2012 R2 or later
  • Crystal Reports 2008
  • MergeComm
  • MergeComm Triggers
  • IS Directory Contacts
Amtelco Part Number: 232MP191

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