NAEO Newslinks

June 2017




Regular Columns

Get Inspired
by Gary Blair

Register Now for the NAEO 2017 IS Summer Series!

Save The Date: NAEO 2018
by Jillian Henry

Featured Articles

99 Bottles of Beer – and Other Iterations
by Kevin Procter

Web Scripting
by Michael Goumas

Professional Development Committee 2017/2018
by Alana Nikiforuk

Learning Management System (LMS)

Amtelco Annex

Schedule MergeComm Jobs to Automate Scripted Processes
by David Drenk

Gary Blair

Get Inspired

by Gary Blair

Rest is not idleness, and to lie sometimes on the grass under trees on a summer's day, listening to the murmur of the water, or watching the clouds float across the sky, is by no means a waste of time.

John Lubbock, The Use of Life

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Register Now for the 2017 NAEO IS Summer Series!

IS Workshop Photos

Hotel Info | Register Today


Starts August 14 and runs to August 16 at 5PM

Travel Days: Sunday, August 13 and Thursday, August 17

Embassy Suites Dulles Airport
13341 Woodland Park Rd
Herndon, VA 20171

On August 14-17, 2017, NAEO's Professional Development Committee will offer an exclusive 3-DAY hands-on training seminar on Intelligent Series Programming. The Embassy Suites Hotel is hosting this amazing event for commercial and medical answering services, hospital switchboards, and contact centers.

Whether you are new to Intelligent Series or looking to cross-train coworkers and build a programming department, you'll learn firsthand valuable knowledge to efficiently and consistently program or convert your clients into Intelligent Series.

Intelligent Series has been proven to reduce operator training time, improve customer service levels, and reduce potential operator error. Attendees will learn the expert tips and tricks to developing master templates to program accounts with ease and efficiency. Similar NAEO training opportunities have completely sold out quickly over the last few years, so don't delay in registering yourself or your team!

Learn More and Register Now for the 2017 NAEO IS Summer Series!

Register Now

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Save The Date: NAEO 2018

by Jillian Henry

February 25-28, 2018

NAEO 2018

Annual Post Conference Survey Results

2017 NAEO Annual Conference survey results are in and reviewed! The Conference Committee thanks all respondents as your feedback is translated directly into progress and considerations for the event moving forward.

Primarily we heard from owners — who felt the conference satisfied their hopes and objectives, found the educational content this year to be exceptional, the host city atmosphere inviting and the hotel staff impressively accommodating. If there was a downfall expressed, it would be with so much great material offered and never enough time to do and see it all!

"If there was a downfall expressed, it would be with so much great material offered and never enough time to do and see it all! "

The pre-conference workshop was overall well received and members are looking forward to this pre-event continuing for years to come.

How-to and management based sessions are the most popular. A mix of panel, round table and single speakers is preferred. We are accepting session and speaker recommendations as we look toward our Fort Lauderdale conference in 2018. Inform any member of the Conference Committee if you'd like to suggest topics or contacts.

There was great enthusiasm for the Future Directions Committee Session and multiple ideas were submitted on how to better focus the brainstorming, as well as harness and track the ideas shared in this session.

"Inform any member of the Conference Committee if you'd like to suggest topics or contacts. "

Possibly the biggest news of all was the Conference app; this had the most comments on the survey and was overwhelmingly successful.

Great ideas on how to maximize sponsor involvement were also included on the survey form. If you have a specific sponsor you'd like to see featured at Fort Lauderdale 2018, please do let any member of the conference committee know.

We actively incorporate and utilize the feedback provided from survey responses. If you have let the survey go by the wayside in the past, I encourage you to let your voice be heard and be sure to respond in 2018!

If you have any additional suggestions, please email the conference committee at conference@naeo.org.

"We actively incorporate and utilize the feedback provided from survey responses. "

By all means feel free to join in the fun at any time! We are always looking for new members and perspectives to join the committee!

See you at 2018 NAEO Annual Conference!

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99 Bottles of Beer – and Other Iterations

by Kevin Procter

When I was in highschool — just ten years ago — I was able to put my hands on a Commodore PET computer. My first code — probably the first code EVERYONE back then (just ten years ago) learned — was:

10 PRINT “I'M COOL ”,
20 GOTO 10

Running that code filled the screen with countless lines of text postulating the programmer's level of cool. The code will run unending unless power to the computer is cut, OR, you press CTRL+C on the keyboard. Looping — properly known as iteration — is a wonderful thing, and programming requires it! This website, www.99-bottles-of-beer.net, features iteration within possibly every conceivable programming language on earth. While controlled looping is very useful, uncontrolled looping can make for lots of fun on a teenager's Commodore PET, but can be dangerous to the point of taking down a server in a production environment. Keep that last bit in mind as you read forward. Enter IS Programming — possibly the only language not represented in the website above. Code looping wouldn't work in IS programming, would it? After all, IS scripting requires a human being to interact with the screens in order for it to execute.

Although the IS script does require human interaction, there is a portion of the script where we can set up something called actions. Once the script begins, we can direct the computer to execute an action. Within that action, we can tell the script to execute another action. This of course can lead to executing another action. Without controls, this could become an unending loop. Not only that, if you keep it going long enough, you may even blow your stack!

Some might ask this writer, “But Kevin, what good is a loop in a script?” I leave that to you to figure out. However, I will say that all programming functionality available within IS scripting can and should be exploited to bring your customers the best possible experience with your company.

I'm thinking an addition of IS scripting to the aforementioned website is in order. And one last thing: This programmer can assure you that within the scripts written by yours truly, one will never see an unending loop of “I'M COOL”. Well . . . almost never.

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Web Scripting

by Michael Goumas

This is an excellent tool for your sales and/or your support staff to hand to your clients to see their script in action. This saves quite a bit of time as you don’t have to send them the questions typed up or explain how the script is dynamic based on choices. You can instead hand them a link and they can peruse their script at their leisure. OR your sales/support staff can walk them through on the phone. I have used this with or without a web conference to make live changes while on the phone with the client as they can see what the operator sees and they can make suggestions.

If you have IS, you have at least a two script (run) license from Amtelco. This means that you can have two simultaneous sessions of IS WebScripting running at one time. It doesn’t seem like much — but you can use this to your advantage. The two script license is great to hand your script to your customer so they can see the script your operator is using generally. However, you could publish a script to the web that is different than what the operator is seeing.

You can have a different script for different parts of the “system”:

  1. Operator scripting. This is what the operator is using.
  2. IS Web Scripting. This is what can be run inside of IS Web or miTeamWeb.
  3. Public Web Scripting. This is what is published public to the web.
  4. MergeComm. If you have MergeComm and you have a MergeComm trigger that is set up for the particular account, this would be the active script for MergeComm’s use.

To see what is active for each part, open up the Client in IS Supervisor. Then click on Intelligent Messages. Next, on the Right hand pane of this section, you will see a tab called Client Script Usage. Click that. This picture is an example of my sandbox account at AnswerFirst. Currently I have a script called NAEO Dispatch Concrete for the Operator. Then I have the same script for either of the PreAssessment portions on the web. And finally I have All Inbound through Service-Now for MergeComm. This panel is also nice because you can then jump to the script of your choice using the Show button — which then affects what script you are wanting to view, edit or Test.

Once you have your script set up for the Public Web, on the lower part of the same tab (Client Script Usage) you will see something like the following:

Clicking on the down arrow will give you three selections:

Be careful with the Msg Script Test Drive. I haven’t been able to use this with much success; however, the Public Web and Public Web Test Drive both work well. The only difference between Public Web and Public Web Test Drive is that the Public Web Test Drive will not save a message in IS. It will do anything and everything else in the script except any Infinity commands (like Dial) — including sending out emails, texts, MSM, faxing. In this instance, I am going to select Public Web Test Drive and then click the Gen button.

Once you see the link in the window, you can click Copy or you can highlight and copy using Windows keys. This is the link as copied.

A couple things about Web Scripting: All messages are created as IS only messages. This means UltraComm cannot see these messages. This also means that unless you are using Message Center, you cannot see these messages. Nothing in Infinity can see these messages.

Let’s make some money! You can create a public web script for your client so they can link to it from a website for their customers to create messages for you and your call center to act on. It will be up to you to decide how to charge your customer for usage as this can replace a phone call to your client. But if you do decide on this possibility, it is another option for you and your client to partner together. It could be just another avenue for your customer to increase their revenue and you can capture some of that incremental that you may not have had an opportunity to receive. As an example, you could have your web script replace a client’s Zendesk form and your webscript writes the data to their Zendesk. Now you have become an integral part of their operation; you could be billing for this usage that you would not have had access to before because the customer was going to their Zendesk form.

If you have a need for more than two simultaneous web scripts running, please talk to your sales rep at Amtelco and they can quote you for more licensing.

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PDC

Professional Development Committee 2017/2018

by Alana Nikiforuk

The Professional Development Committee (PDC) has had great success under the direction of Tifani Leal! I am very excited for the opportunity to work with her as my vice-chair and the entire committee!

The PDC’s mission is to provide quality educational experiences for members by collaborating with NAEO leaders and Amtelco that allows NAEO member employees to improve their skills.

The PDC committee is hard at work to continue rolling out sections of the Infinity Supervisor Training Program in NAEO’s e-Learning suite. Volunteers are also working to incorporate sections in IS Supervisor as well as Supervisory skills.

Webinar topics and presenters are scheduled through July and available for registration on NAEO.org.

We have a couple of new and exciting things happening with the NAEO Summer Series Intelligent Series Workshop this year.

  • The workshop is scheduled for 3 full days starting August 14 and concluding August 16 at 5pm! This year we are at the Embassy Suites Dulles Airport in Herndon VA, just a stone's throw away from Washington, DC.
  • We also have an optional event, “Fork In The Roadkill,” which is an offsite dinner at Bar Louie filled with food, networking and probably a few laughs!

Seats fill up quickly, so please be sure to reserve your space today!

For more information, questions, to volunteer with the committee or suggest a webinar topic, please feel free to contact PDC anytime at professionaldevelopment@naeo.org.

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PDC

Learning Management System (LMS)

Questions? Email professionaldevelopment@naeo.org

Online learning is not the next big thing, it is the now big thing.
—Donna J. Abernathy

Did you know that an LMS is included with your NAEO membership?! Once you upload your education materials into NAEO’s LMS and publish them, your staff has unlimited access to the information they need 24/7. Even your remote staff can log in!

Three tips on how you can utilize NAEO’s LMS:

  1. Scenario-based videos
    Scenario-based videos can be used for conceptual learning that helps learners relate to your clients, culture or the industry.
  2. Job Aids
    Job aids (in the form of documents) can help learners memorize and reinforce everything that they are learning.
  3. Formative Assessments
    Assessments can be used to check a learner's comprehension of the concept(s) by posing questions you create!

Check it out! "Get with the Program" today!

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David Drenk

Schedule MergeComm Jobs to Automate Scripted Processes

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

MergeComm Jobs can be used to run automated processes at scheduled dates and times using the Intelligent Series (IS) System Schedule. The MergeComm action is available in the Action menu when adding a new item to the schedule.

The MergeComm action initiates the running of a MergeComm Script specified by its Client Account Number. The parameters include a customizable job name and the ability to pass values into the MergeComm Fields defined in the script.

Like other System Schedule actions, a MergeComm action can be scheduled to run once or to recur daily, weekly, monthly, or yearly at specified days and times.

MergeComm Fields

With the optional MergeComm feature enabled, the Script Properties pages include a MergeComm tab. The MergeComm tab is used to create MergeComm Fields.

MergeComm Fields are fields that can hold parameters passed from the System Schedule to the script. These parameters provide a more versatile script that can perform different functions based on the parameters programmed in the System Schedule.

To create MergeComm Fields, open the Script Properties window in the IS Supervisor Easy Script Editor.

Click the MergeComm tab.

Type the names of the fields that you want to create.

To delete a field, select the field and then click the delete icon.

When you have finished adding MergeComm Fields, click the Apply button to save your changes and click the Ok button to close the Script Properties window.

The MergeComm Fields that you created can be accessed within any of the input properties that have variable field types by clicking the field type, pointing to “Change To,” and selecting “MergeComm Field.”

The MergeComm Fields also are available in Expression Builder for use in Advanced Expressions.

MergeComm Node

The automated actions that you want the script to perform must be added to the MergeComm node of the script. The MergeComm node is located at the bottom of the Tree View. It also is available on the Actions tab of the Script Properties.

To add actions in the Tree View, right click the MergeComm node. A menu is displayed. Point to Insert, point to a response element type, and select the action to perform.

To add actions from Script Properties, click the Actions tab and then click the Add/Remove Actions hyperlink in the section titled “Actions performed when script runs in automated environment."

MergeComm Branch

The MergeComm Branch response element can be used to perform branching based on the source of the MergeComm job. MergeComm jobs created by the System Schedule activate the Schedule actions of the MergeComm Branch.

To add the MergeComm Brach response element to a script, right-click the MergeComm node, point to Insert, point to Conditional, and select “MergeComm Branch.” The MergeComm Branch also can be added from the Actions tab of the Script Properties window.

The MergeComm Branch properties window contains hyperlinks to assign the actions to each of the MergeComm trigger types.

To program actions to be performed only when the script is activated by the System Schedule, click the Add/Remove Actions hyperlink in the section titled “If Scheduled Job, do these action(s).” To program actions in Tree View, right-click the Schedule node of the MergeComm Branch, point to Insert, and select the desired action.

Activating a MergeComm Script

When you have finished adding actions to the script and have saved your changes, the script must be activated for MergeComm automated dispatching.

To activate the script, click the Activate Script icon. The Activate for Uses pane is displayed.

Select the MergeComm check box to activate the script for MergeComm automated dispatching.

Scheduling a MergeComm Job

After you have finished activating your script, click the System Schedule icon on the IS Supervisor Toolbar to open the System Schedule.

The System Schedule window opens to the All Items screen, which displays all of the items that have been scheduled.

To schedule a MergeComm job, click the Add icon in the All Items toolbar. The Schedule Item window is displayed.

Action

The Action menu determines the type of task that is scheduled.

Open the Action menu and select “MergeComm.”

The MergeComm action initiates the running of the specified MergeComm Script and passes values into MergeComm Fields in the script.

The MergeComm parameters are displayed when the MergeComm action is selected.

Client

The Client hyperlink is used to select the client account that contains the MergeComm script.

Click the Client hyperlink.

The Select Client dialog box is displayed. The Select Client dialog box shows a list of all clients, sorted by client number.

Click the client account that contains the MergeComm script that you want to schedule, and then click the Select button.

The client account number and client name are displayed to the right of the Client hyperlink.

Job Name

The Job Name will be displayed in the Name column of the Schedule.

Type a descriptive name to identify this MergeComm job in the System Schedule.

Field Name

When a client is selected, the Field Name column of the table is populated with the names of the MergeComm Fields created within the Script Properties.

Value

To pass a value into a MergeComm Field, type the desired value in the Value column. Make sure each value is typed into a row of the table that corresponds to the appropriate Field Name.

Scheduling

Use the settings on the Scheduling pane to specify when the selected action will take place.

When you are finished, click the OK button to schedule the task.

Checking the Schedule

The scheduled task appears in the IS System Schedule. The MergeComm icon indicates the scheduled task that will generate a MergeComm job.

  • The Next Run Time column shows the date and time when the task will run next.
  • The Name column displays the text, “MergeComm Job:” followed by the Job Name specified when the job was scheduled and, in parentheses, the client account number.
  • The Recursion column specifies how often the task will be run.
  • The Type column displays the text “MergeComm.”

At the date and time specified, IS will initiate a MergeComm job. The MergeComm job will perform the actions programmed into the MergeComm node of the script and will use the values specified in the Values column in place of the corresponding MergeComm Fields.

Requirements

  • IS Server 4.03.5864.21801 or later
  • IS Supervisor 4.03.5750.08 or later
  • IS Messaging
  • SQL Server 2014 Standard Edition or later
  • 64-bit Microsoft Windows Server 2012 R2 or later
  • MergeComm
  • Infinity Telephone Agent 5.60.5750.04 or later (optional)
  • Soft Agent 4.03.5750.03 or later (optional)

Amtelco Part Number: 232MP191

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