NAEO Newslinks

April 2017

Regular Columns

Get Inspired
by Gary Blair

2017 Pre-Conference Advanced Technical Workshop Recap
by Tifani Leal

2017 NAEO Conference Recap

Register Now for the 2017 IS Summer Series!

Featured Articles

Testimonial: Interior Concepts
by Jeff Farber

e-Learning Suite User Guide

Amtelco Annex

Display Detailed Information about IS Appointments in Intelligent Messaging Scripts
by David Drenk

Gary Blair

Get Inspired

by Gary Blair

The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year.

-John Foster Dulles

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2017 Pre-Conference Advanced Technical Workshop Recap

by Tifani Leal, A1 Professional Answering Service, Inc., Lafayette, LA (PDC Session Moderator)

PDC kicked off conference like a smoking .44 Magnum!

Rossi Fraenkel, Allina Health Care, Jake Phillips, Independent Consultant, and Michael Goumas, AnswerFirst delved deep into Crystal Reports with NO HORSING AROUND! (Well, just a little...)

Twenty-two participants learned how to implement calculations, formulas and variables while creating layers of totals and subtotals with Amtelco Reporting. We are now able to add pictures (company logo), rich text, HTML code, hyperlinks and all sorts of “pleasing to the eye” graphic elements to your clients’ reports. We can create comprehensive statistical reports for the clients or inner office information.

After jumping that hurdle, we really got our hands dirty and visualized our data with charts and graphs, used parameters to not only filter what data are displayed, but even the entire design of the report.

Once we lassoed that stallion, we learned where to find data we care about within the Amtelco databases, customized our own Amtelco reports, created sub-reports and learned to schedule or run on demand from Amtelco’s IS Supervisor, IS Web and Unified.

This time the Alamo WON this fight. We came away ready to mount, ride, lasso and get the job done with our saddle bags filled with many new tools!

Thank you for your participation!

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2017 NAEO Conference Recap

The NAEO conference is a “never to be missed” event and this year was no exception. With 180 Members and 11 sponsors, all enjoyed the opportunities that were presented for the 2017 NAEO Annual Conference in San Antonio at the beautiful Hilton Palacio del Rio on the magnificent River Walk.

Twenty-two members got an early start on learning by attending the Advanced Technical Workshop on Sunday. This was a hands-on program focused on Crystal Reports, taught by industry leaders Jake Phillips, Rossi Fraenkel, and Michael Goumas.

First Time Attendees were warmly welcomed by the group at the opening reception Sunday evening held at the Stetson Room with a beautiful view of the river. Veterans and newbies alike enjoyed the camaraderie and big Texas hospitality, enjoying a chance to meet new people and reconnect with old friends.

Jack Smalley, our keynote speaker, presented an excellent session, The Most Valuable Leadership Tool Is a Mirror. NAEO was fortunate enough to have a diverse amount of education content contributed by our own industry leaders. This year we were able to create four session tracks — operational, technical, owner and IS. Thank you to all our fabulous speakers.

This was a big year to recognize many NAEO members who have contributed their time, thoughts and effort towards building this association. Honored this year at the conference was Kevin Beale as the Amtelco Employee of the Year for his continued efforts in being the voice of Amtelco to our membership. Tifani Leal, A1 Professional Answering Service, Inc., received the President's Award; Vanessa Cypher from Crocker Communications was the Christina Collins Scholarship Winner; Paul Binion from Call Experts was the Curtin Scholarship Winner. Marci Imes was inducted into the Honorary Society. Congratulations to all.

At the business meeting Tuesday, Lisa Philips and Mike Crossman and Gerald R. Brosseau, II ended their terms on the NAEO Board of Directors. Patrick Labbett, Joann Fussell and Alana Nikiforuk were elected to their first terms on the board. Theran Mossholder, outgoing president, passed the gavel to incoming NAEO President Lina Cunningham.

Please make sure you save the date for the 2018 NAEO Conference at the Hilton Fort Lauderdale Marina, Fort Lauderdale, FL.

We would love to have you join us February 25-28, 2018!

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Register Now for the 2017 IS Summer Series!

IS Workshop Photos

Hotel Info | Register Today

August 14-17, 2017

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

From August 14-17, 2017, NAEO's Professional Development Committee will offer an exclusive three-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 first-hand invaluable 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 you or your team!

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

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by Jeff Farber

Interior Concepts

"I was surprised to find Interior Concepts exhibiting at NAEO. We purchased furniture from them for a small office. It has been about eight years and we moved them across the parking lot to another office suite, and they still look pretty new.  I thought I'd put in a plug for them, because I love their stuff.  Here is a picture of the two pods, the supervisor desk and the manager desk. The photo doesn't replicate the furniture size, but it does replicate the color scheme and shape of each section. The two desks are built to support two stations each for training. Cables are nicely hidden in the raceways."

Contact centers and workspaces are not a one-size-fits-all approach — every space has its own unique needs and requirements. Today’s spaces often require an integrated blend of private workspaces, areas for team collaboration, high-density zones, reception stations, and multi-purpose rooms that need to maintain a professional appearance across the board. Interior Concepts delivers on all counts. We specialize in office and contact center furniture and have over 25 years of experience delivering quality furniture solutions that are backed by a lifetime warranty and made in the USA. Our tagline is "solutions that fit" because we tackle your project individually and deliver solutions tailored precisely to your needs.

Our job is to make your job easier. From the initial design to final details, we do whatever it takes to make sure your project goes as smoothly as possible. Our design specialists work closely with you to learn about your needs. With the flexibility of our designs, your input becomes our output. Discover the best furniture purchasing experience in the industry — one focused entirely on you and your needs. If you have a project, contact one of our design experts at 800-678-5550, or visit our website to get started today.

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e-Learning Suite User Guide

Questions? Email

Click here to login

Enter the user credentials

Select “Users” Tab and “+Add”

Enter User Information — (basic info)

Always — “Save”

  1. Select User
  2. Click "single right arrow" to move to column "to be assigned"
  3. Select Items to assign (if choosing the e-learning suite, select the entire pkg — 1 click)
  4. Click "single right arrow" to move to column "to be assigned"

Enter Expiration date

Select "yes" to email to the assigned user — the pre-made email will populate with the correct information and email to the user.


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David Drenk

Link One Script to Multiple Client Accounts with IS System Scripts

by David Drenk
All rights reserved © October 2015

System Scripts are centrally stored Intelligent Series (IS) Scripts that can be shared and used by multiple client accounts to provide a consistent call flow. System Scripts are created and edited within the System Settings screen of IS Supervisor. They are then referenced by as many IS Clients as needed. System Scripts reduce the need for repetitive script editing for IS Clients that share the same scripting requirements.

The Scripts page in IS Supervisor System Setup is used to create, modify, and activate System Scripts. Changes made to a System Script affect all client accounts that are linked to that script.

To work with System Scripts, click the System icon on the IS Supervisor toolbar.

The System Setup Navigation Menu is displayed to the left of the System Setup pages.

Click the Scripts hyperlink on the System Setup Navigation Menu to display the Scripts page.

The Scripts Toolbar

The Scripts Toolbar is located at the top of the Scripts page in System Setup. The Scripts Toolbar controls the adding, deleting, saving, and activating of System Scripts.

Creating a New System Script

The first step in creating a new System Script is selecting a template and a name.

The New Script window is displayed.


The IS Supervisor application comes with several templates to help you design scripts that perform common types of message tasks. Templates also can be created from client scripts in the Client Setup pages of IS Supervisor.

Click the Template menu and select a template.

Script Name

Each script should have a unique name that describes its purpose. By default, the script name matches the name of the template selected.

To edit the script name, select all or part of the text and type a new name. When you have finished, click the "Add New Script" button to create a System Script based on the template.

Selecting a System Script

The Script Navigation menu is located in the upper left corner of the Scripts page. The Script Navigation menu contains a list of all the System Scripts created. The word “(Active)” is displayed after the name of each script that has been activated.

To view or edit a script, click the Script Navigation Menu.

Select the name of the script that you want to view, edit, or activate.

Editing a System Script

The Scripts page includes the Easy Script Editor feature that allows you to edit, customize, and create message scripts. Instructions for working with the Easy Script Editor are provided in the "Easy Script Editor" section of the Intelligent Series Supervisor Reference Guide.

Saving and Activating a System Script

After you have finished making changes to a script, the changes must be saved and activated in order to take effect.

To save the changes that you made to a System Script, click the Save Script icon on the Scripts Toolbar.

The changes are saved.

To activate the script currently selected in the Script Navigation Menu, click the Activate Script icon.

The word “(Active)” is displayed to the right of the script name in the Script Navigation Menu.

Once a System Script has been activated, it can be linked to client accounts.

Linking a System Script to a Client Account

The Client Script Usage tab in the Client Setup pages of IS Supervisor is used to link System Scripts to client accounts.

To link a client account to a System Script, click the Client icon on the IS Supervisor Toolbar.

The Select Client window is displayed.

Select the client account that you want to link to a System Script.

The Client Setup Navigation Menu is displayed to the left of the Client Setup pages.

Click the Intelligent Messages hyperlink on the Client Setup Navigation Menu.

The Intelligent Messages page is displayed.

Click the Client Script Usage tab.

The Client Script Usage tab is used to select which script to display in Infinity Telephone Agent and Soft Agent, which script to display in the optional IS Web application, which script to display on the Internet, and which script to use for automated dispatching using MergeComm triggers.


When a script is selected for Operator, the script can be used to take messages in the Infinity Telephone Agent and Soft Agent applications.

To select a System Script for use with Infinity Telephone Agent and Soft Agent, click the Operator menu.

IS Web

When a script is selected for IS Web, the script can be used to take messages in the optional IS Web application.

To select a System Script for use with the IS Web, click the IS Web menu.

Public Web

When a script is selected for Public Web, the script can be used to take messages from a public web page.

To select a System Script for use with a public web page, click the Public Web menu.


When a script is selected for MergeComm, the script is used to perform automated dispatching based on MergeComm triggers. This setting requires the optional MergeComm platform.

To select a System Script for use with MergeComm triggers, click the MergeComm menu.

The names of the scripts created for the client account are displayed. Beneath a text divider labeled “System Scripts,” the names of all of the System Scripts are displayed.

Select the name of the script that you want to use.

The script is now linked to the client account and is ready for use.

Note: When you select a System Script, the label on the button to the right of the menu selection changes from "Show" to "System." This button provides a shortcut to view the selected script. To display the selected System Script, click the System button. The script is displayed on the Scripts page of System Setup.


  • IS Server 4.2.5597.29581 or later
  • IS Supervisor 4.2.5597.13 or later
  • IS Messaging
  • SQL Server 2008 R2 Standard Edition or later
  • 64-bit Microsoft Windows Server 2008 R2 or later
  • Infinity Telephone Agent 5.60.5597.09 or later (optional)
  • Soft Agent 4.2.5597.07 or later (optional)

Amtelco Part Number: 232MP211

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