NAEO Newslinks

February 2017

Regular Columns

Get Inspired
by Gary Blair

2017 NAEO Conference

Are You a Good Programmer?
Well, Are Ya?

by Kevin Procter

Featured Articles

NAEO Member Benefits Spotlight

Webinar Recap

Amtelco Annex

Dialing 1 to Accept a Call
by Michael Goumas

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

Gary Blair

Get Inspired

by Gary Blair

Love is the magician, the enchanter, that changes worthless things to joy, and makes right royal kings and queens of common clay. It is the perfume of that wondrous flower, the heart, and without that sacred passion, that divine swoon, we are less than beasts; but with it, earth is heaven, and we are gods.

~ Robert C. Ingersoll

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2017 NAEO Conference

You've Called for More and We've Answered!

Exciting News from the Conference Committee

In just a month, March 12 – 15, 2017 you will able to learn from industry experts as they focus on topics appealing to Managers, Owners, Technical staff, Supervisors and Programmers alike.

Each year immediately following conference, the Conference Committee assesses both attendee and non-attendee feedback in order to best prepare for the following year. This includes the detailed surveys that are sent out, emails received via the list serve, word of mouth, and direct NAEO member to Conference Committee feedback. We take these submissions very seriously and dissect them one by one to examine our successes, build on any areas in need of improvement, ultimately to provide you —the NAEO membership — the most content driven and positively impactful annual conference possible.

This year, many Members shared their voices with us, and we heard it loud and clear! In keeping with that, your Conference Committee is pleased to announce the addition of a new and exciting I.S. track to our Annual Conference for 2017.

Attendees now have the option to follow 4 individual tracks throughout the Conference that are focused around Operational, Technical, Owner/Management and I.S. related content. Each track offers the same high level of charismatic presenters, with sessions jam-packed with the type of juicy ideas, solutions, and takeaways that we have all come to expect from an NAEO event!

The full schedule and speaker bios are available online. Please keep an eye on the NAEO website, our Facebook page, and Newslinks for information as it becomes available.

Register today and take advantage of the Early Bird discount before the February 13 deadline!

The Hilton Palacio Del Rio is honoring special room rates for all NAEO registrants available until February 20, 2017 or until the room block is exhausted, whichever comes first.

Located downtown on the world-famous River Walk, this year’s hacienda-style conference venue offers breathtaking views of the city from a balcony in every hotel room!

Click here for more hotel info.

We can't wait to see you there!

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Kevin Procter

Are You a Good Programmer? Well, Are Ya?

by Kevin Procter

“Any fool can write code that a computer can understand; good programmers write code that humans can understand.” That is a quote by Martin Fowler, British software developer and public speaker. Fowler's words drive home my own words: “There is more to programming than programming.”

Yours truly has worked with a variety of programmers in several industries. Some have been great programmers from whom I've learned a lot, while others are legends in their own minds. The latter often write cryptic code, thinking it makes them look smart. Further, they seemingly have a goal to be the only ones able to read and edit their code. What they don't consider, however, is they may not be exposed to their own code for a year or more. When that much time passes, the cryptic programmer may be as lost as someone who has never before looked at the code, leaving them adrift in their own folly.

On the flip side of this coin is the computer programmer who is too wordy. One should comment on code so humans can read it, but commenting a novel into your code is a major misuse of time, “skill”, and energy. One must consider the mindset of the person looking at the code. In other words, not every human needs to be able to read your code — only programmers. Something to consider: The amount of commenting you place into your code may be guided by the language in which you're working. If someone is writing assembler code, for example, extra comments may well be warranted.

Other languages may provide fairly descriptive commands, allowing the code itself to provide comments. Enter IS programming.

Do you ever place comments into your IS scripts? Where? How much? IS programming lends itself to being fairly descriptive, and it is highly visual code. Rarely will this programmer include a comment in the code. It is usually done to remind myself that something has changed temporarily. Which brings up the point that the person with whom you're communicating may be yourself.

Truly, commenting is a form of communication. We are in the communications industry and should try to excel in all forms of communication. Programming is an art, and learning to comment your code appropriately is a major part of that art.

Reiterating Fowler's statement: “. . . good programmers write code that humans can understand.” Are you a good programmer? Well, are ya?

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NAEO Member Benefits Spotlight

Committee Involvement

Do you enjoy furthering your professional knowledge, meeting new people, and helping your fellow NAEO members all at the same time? Then a spot on one of our committees is the place you are looking for and a great place to start!

The NAEO committees cover a variety of areas, and offer a unique insight into the behind-the-scenes operations of NAEO — from conference organization to member interaction, professional development and training programs. You can even get involved our webinars!

Brian Doherty, a Call Center Operations Manager with Crocker Communications, joined NAEO’s Membership Committee after the 2016 Annual Conference in San Diego. After less than a year Brian says, “As part of the Membership Committee I have met some great new friends, and the committee has opened my eyes to the vast amount of work that goes into running NAEO successfully each and every year.”

Be like Brian. Join a committee today. We need fresh new faces and ideas to spread this sometimes daunting but always interesting workload. Click the links below to find out more about each committee and how to join in the fun!

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Webinar Recap

San Antonio Conference Webinar Previews Advanced Technical Workshop Pre-Conference on Crystal Reports

Crystal Reports got you down? Michael Goumas with AnswerFirst and Rossi Fraenkel with Allina Health gave us a preview of the magnificent reports you will be able to create after you attend the Advanced Technical Workshop in San Antonio before the NAEO Annual Conference!

Pre-requisites (hardware, software, knowledge and access) were displayed with a brief overview of topics to be covered; what you can do with Crystal Reports to UNIFIED AND IS REPORTS, Navigation of the software, and lots of How Tos.

We also had a glimpse of the hotel and things to do around San Antonio while at Conference. Can’t wait to see everyone in Texas!

If you missed the original presentation, all of our webinars are recorded and are available on the NAEO website about 7-10 days from date of presentation.

As always, the Professional Development Committee, on behalf of the NAEO Membership, extends our appreciation to all of our hosts, presenters and panelists for sharing your ideas and experiences.

Upcoming Webinars Include:

02/22/17: What's up with Millennials?

03/08/17: FDC Presents AWS - Amazon Web Service (the Cloud)

03/22/17: Control F-12 Settings – How to Customize for Your Center

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Dialing 1 to Accept a Call

By Michael Goumas

How many of us have a client that uses call screening on their virtual PBX? This means that you need to press 1 to accept the call.

Note: This works only when the script runs.

This can be accomplished easily at the IS script level. The ability to do this is in every IS Server. We are going to use one or two ACD functions to accomplish this. The easiest is using one ACD function: _acdCallState.

In the start of the script you will place this:

The Case branch is the easiest to accomplish this.

  1. Click on Script Start
  2. Right click > Insert > Conditional > Case branch. You should have something like the following:

  3. Right click on Case Branch() > Properties > Click on Select Value

  4. Click on Text (with the little down arrow) > Change To > ACD Field

  5. Click on the drop down and choose _acdCallState

  6. Then click Ok. You will see the following screen:

  7. You will notice that we don’t have anything in the “matches value in list: List(0)”. The 0 tells you that you don’t have anything in the list yet. So we are going to add a value. Click on List(0). It will ask you for a value. Type in Talk

  8. And click Ok. Now you should have something like this:

  9. You will now see “If value is: ‘Talk’, do these actions(s):… Click on the Add/Remove Actions link there and you are presented with the IS Toolbox

  10. The IS Toolbox has all of the elements that are available to your license of IS; the elements are in alphabetical order. Scroll down to Dial. Click it and then click the right arrow to move it to the right side

  11. When you do that, the Dial element immediately opens up for you

  12. Just type 1 and then Ok. Click Ok to accept from the IS Toolbox. Then click Ok again.

The Dial element will execute every time you run the script AND you are in Talk state. With regards to the _acdCallState you have quite a few states available to you:

  • Talk
  • Disc
  • Ptch
  • Conf
  • Ring
  • Hold
  • There are others possible (Tk-1 and Tk-2 are definitely possible)

But what if you want to get more exact? You only want this to execute on an inbound call that is in Talk state. You can accomplish this with two ACD fields: _acdCallState and _acdCallKind.

I challenge you to look at all of the ACD Fields. Quite a few are very helpful (_acdAni, _acdClientSpecial, _acdClientNumber to name a few).

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David Drenk

Display Detailed Information About IS Appointments in Intelligent Messaging Scripts

by David Drenk
All rights reserved © October 2015

Intelligent Messaging includes two contact fields that can be used to access and display information about IS Appointments within message scripts.

  • The _appointment field provides the Service Name of an appointment.
  • The _appointmentInfo field provides the Service Name, date, time, and duration of an appointment, the Roles associated with the appointment, and the Description of the resources assigned to the appointment.

These contact fields can be used with any response element property that has a variable field type.

In order to access appointment information, an appointment must be selected using the Create Appointment response element or the Lookup Appointment response element.

  • The Create Appointment response element creates a new appointment and assigns a contact to that appointment using information supplied by the message script.
  • The Lookup Appointment response element selects an existing appointment and pulls the appointment information into the message script.

Both of these actions make use of Contact Definitions defined in the Script Properties. Select the name of the Contact Definition that you want to use to access the appointment information. In the following screenshot, the Lookup Response element properties have been configured to use a Contact Definition named “Patient.”

More information about Contact Definitions is provided in the “Easy Script Editor” section of the Intelligent Series Supervisor Reference Guide.

Once an appointment has been selected, the Contact Definition can be used to pull the appointment information into the script.

To refer to the appointment information in a script, select the script response element that you want to use to store or display the appointment information. In the following screenshots, a Description Field response element was used.

Right-click the element to display the menu. Select “Properties.” The properties window for the selected response element is displayed.

Response element properties that have a choice of field types are labeled with a field type and the Down Arrow icon to the right of the field. Click the field type of the property that you want to link to the appointment information.

The Field Type menu appears.

Select “Change To” from the menu.

Select “Contact Field” from the submenu.

The names of the Contact Definitions that have been created appear in another submenu.

Select the name of the Contact Definition that was used in the Create Appointment or Lookup Appointment response element.

The property becomes a menu of fields that are associated with the Contact Definition.

  • Open the menu and select _appointment to access the Service Name of the appointment.
  • Open the menu and select _appointmentInfo to access the Service Name, date, time, and duration of the appointment, the Roles associated with the appointment, and the Description of the resources assigned to the appointment.

At run time, any fields set to _appointment are populated with the Service Name of the selected appointment. Any fields set to _appointmentInfo are populated with the Service Name, date, time, and duration of the selected appointment, the Roles associated with that appointment, and the IS Listing Description of the resources assigned the appointment. The Listing Descriptions are grouped by Role Name.

Get an overview of the IS Appointments feature.


  • IS Supervisor 4.1.4924.40 or later
  • IS Messaging
  • IS Appointments
  • SQL Server 2008 R2 Standard Edition or later
  • 64-bit Microsoft Windows Server 2008 R2 or later
  • Infinity Telephone Agent 5.60.4924.48 or later (optional)
  • Soft Agent 4.1.4924.27 or later (optional)
  • IS Web Scripting 4.1.4924.24 or later (optional)

Amtelco Part Number: 232MP112 and 232MP181

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