NAEO Newslinks

September 2017


Get Inspired
by Gary Blair

NAEO Relief Fund ❤

2018 NAEO Conference Sponsorship & Exhibitor Opportunities

Save the Date: NAEO 2018

Featured Articles

NAEO Mid-Year Financial Report
by Gordon Mott

2017 IS Summer Series Recap
by Alana Nikiforuk and Tifani Leal

Looking Ahead
by Kevin Mahoney

All About Genesis
by Kevin Beale

Amtelco Annex

Format Email and Fax Messages with the HTML Summaries Feature
by David Drenk

Gary Blair

Get Inspired

by Gary Blair

"When people are financially invested, they want a return. When people are emotionally invested, they want to contribute."

—Simon Sinek, author best known for Start with Why

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NAEO Relief Fund ❤

Over the past week, some of our friends and business associates have experienced devastation as a result of recent hurricanes. The NAEO Board of directors has established the NAEO Relief Fund which will support members/staff in areas impacted by these natural disasters.

If you or someone you know has been impacted by this disaster please fill out an application so that we can help and also read our guidelines.

Donate Now

If you would like to help by making a contribution please do so here. NAEO will also match new contributions up to a maximum of $10,000. Every donation helps — no matter how large or small — so please donate today.

“We make a living by what we get,
But we make a life by what we give.”
—Winston Churchill

Donate Now

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2018 NAEO Conference Sponsorship & Exhibitor Opportunities

Register Now

Extend your brand identity and marketing capabilities with a strong visible presence at the 2018 NAEO Annual Conference. Take advantage of the opportunity to tie your brand identity not only to NAEO, but to the educational aspects of this conference. Multiple levels of conference sponsorship opportunities are available.

Opportunities include:

  • GOLD - Event App: $5,000
  • GOLD - Keynote: $5,000
  • GOLD - Room Key: $5,000
  • SILVER - Welcome Reception: $2,500
  • SILVER - Advanced Technical Workshop: $2,500
  • SILVER - Owner's Forum: $2,500
  • BRONZE - Breakfast / Lunch Sessions: $1,000
  • Community: $500
  • First Timer Game: $500

All sponsorship opportunities are first-come, first-serve. Prepayment is required.

Don’t delay — register today!

Register Now

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Save The Date: NAEO 2018

February 25-28, 2018

NAEO 2018

See you at 2018 NAEO Annual Conference!

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NAEO Mid-Year Financial Report

by Gordon Mott

I am pleased to report NAEO’s initial six-month financial performance was positive and produced year-to-date net revenue of $28.9K. Overall total revenue for the first half of 2017 was $236.7K and expenses totaled $207.8K. Net profit contributors were the conference and professional development (workshops). MAB (membership, administration and board) generated a net expense.

The conference was not just a successful conference from content and networking perspectives, it was a financial success also. Both high attendance and robust sponsorships provided a good revenue base ($145.2K). Strong expense management also contributed to our success (total expenses = $107.3K). Net profit was $37.9K. That amount will increase when the room commission is received from the hotel. For the past several years, the strong profits from conference have contributed to rebuilding NAEO’s balance sheet and improve its overall financial strength.

Professional development (workshops and education) had a good first half. Revenue totaled $9.4K primarily from the conference technical workshop. Expenses were $6.6K, resulting in a $2.8K profit.

MAB continues to be a challenge on overall profitability as dues revenues are not sufficient to cover administrative and board related expenses. The good news is membership dues are ahead of budget by $8.4K totaling $75.9K. Administrative expenses were $70.4K and board expenses were $17.0K. Net loss for MAB was $13.5K.

The balance of the year should add to NAEO’s overall income. IS Summer Workshop is typically a strong net revenue producer and should more than offset the expense of the board’s second half meeting in Fort Lauderdale. With no unexpected financial events, NAEO’s 2017 fiscal year should be a solid contributor to our growing financial strength.

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2017 IS Summer Series Recap

by Alana Nikiforuk, PDC Chair and Tifani Leal, PDC Vice-Chair

This year’s IS Summer Series workshop was once again a great success, with nearly 50 in attendance! The workshop was three full days this year and was held August 14-16 in Herndon, VA at the Embassy Suites Dulles Airport Hotel. Attendees were offered a fantastic educational environment, cooked-to-order breakfast, free WiFi, free shuttle service, complimentary “Happy Hour” every night, and our first-ever optional evening out “Fork in the Roadkill” hosted at Bar Louie. It was a wonderful evening filled with lots of food, laughs and people getting to know each other. It looks like we are going to make it an annual event! In addition to all of this, there was lots of time inside and outside the classroom to talk and share ideas among all attendees; the wealth of knowledge passed among attendees was second to none!

The workshop was broken into two separate tracks, Beginner/Intermediate and Intermediate/Advanced. Attendees could switch between the tracks as they wanted. Each track also came with a step-by-step workbook that each attendee received. The Beginner/Intermediate focused on teaching the basics of IS from creating a new account, shared fields, info pages, basic scripting, list branches, screen modes, directories, on-call and much more. The Intermediate/Advanced focused on CBA, expression builder, custom summaries, email parsing, SQL, MergeComm and so much more!

This amazing educational opportunity would not be possible without the support of our Platinum Sponsor, Amtelco. The PDC thanks Amtelco for their support and for allowing Michael Quimby, Jordan Beale and Patty Anderson to assist with the seminar. We would also like to thank our presenters — Jaimie Guidry of Dexcomm, Michael Goumas of AnswerFirst and Marie McGuire of AnswerTel — as well as their employers who allowed them to volunteer their time and expertise. Finally, we would like to thank all committee members; without their dedication and hard work, none of these educational opportunities would be possible. In the words of Laurie Blow from Advanced Answering Center:

Just wanted to extend a sincere thank you to Jaimie Guidry, Michael Goumas and Marie McGuire for a job well done last week instructing the NAEO IS Summer Series Seminars. I know all three of you put many, many hours of prep work into developing content over the past few months. Three straight eight hour days of presenting is not an easy task! Also thanks to Jordan Beale, Michael Quimby, Patty Anderson, Tifani Leal and Alana Nikiforuk for assisting.

It was a great week resulting in many new ideas. If you have not sent staff in the past or would like to expand your staffs’ skill sets, keep this great training opportunity on your radar for next year!

The PDC is already planning next year’s IS Summer Series workshop. Please do not hesitate to email your comments, feedback, and ideas to We invite you to get involved and share or suggest ideas for future workshops and webinars. Your feedback and survey results are the voice of the membership and result in the continued improvement of our educational programs.

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Kevin Mahoney

Looking Ahead

by Kevin Mahoney, Major Clients Advocate and Engineer, 1Call Division

In this edition of Looking Ahead, let’s explore “The Cloud.”

In our last discussion, we identified the five cloud characteristics as defined by the National Institute of Standards and Technology (NIST). These are: on-demand self-service, broad network access, resource pooling, rapid elasticity, and measured services. Now, we will talk about the different cloud service models that exist. These may sound familiar as I’m sure you have heard of software-as-a-service (SaaS), platform-as-a-service (PaaS), and infrastructure-as-a-service (IaaS). Notice the key word here is service. Perhaps you also have heard of several other services that are available, such as desktop as a service, IT as a service, storage as a service, network as a service, and monitoring as a service. It does get confusing.

Regardless of the function of the service, the important idea is that all of these services revolve around abstracting the physical resources and creating or presenting these resources as services for the end users. We should note that NIST considers IaaS, PaaS, and SaaS as the three main categories. No matter how many different services are available, providers are no longer concerned with specific products, platforms, and physical boxes. Instead, providers are supplying a wealth of really great services.

Additionally, the cost model is changing. While a fixed cost is still an option, it looks like the more popular methods include an allocation-based and a utilization-based approach. The allocation-based approach is simply paying for the hardware configuration used. For example, the number of servers, the number of CPUs in the servers, and the amount of RAM in each server all have associated costs. Utilization-based refers more to the OneDrive and Dropbox examples we discussed in last month’s article in which the cost is dependent on how much disk space we purchase or utilize.

Infrastructure as a service is exactly as it sounds. The provider is providing all the infrastructure items, including the networking, storage, servers, and virtualization. Illustration 1 below illustrates this concept. The blue color indicates all the components the provider supplies, while the end user provides the OS, any middleware, data, and any applications.

Amazon Web Services (AWS) comes to mind as a great example of IaaS. One simply has AWS provision one’s order based on one’s storage needs, servers, virtualization, and even security needs. One essentially ends up with a data center as a service. That is very powerful. This is such a popular cloud service that, in fact, most people probably think of IaaS when they think about The Cloud.

However, developers might not want to spend the time setting up, configuring, and changing their environments for development and for testing. With platform-as-a-service, the cloud provider handles the hardware layer as well as the software layer. The cloud provider takes care of the operating system, middleware, and runtime — everything an application requires to run. In this model, all the scaling, maintenance, and redundancy are fully managed in The Cloud. Developers can focus on their applications. We can see this in Illustration 2, in which our demarcation from IaaS has significantly moved up so all the user controls is the data and the applications. Microsoft’s Azure environment and Google’s App Engine are great examples of these types of attractive options especially for organizations with smaller teams and budgets that don’t include the management and support of their own infrastructure.

This brings us to our last major cloud service, software-as-a-service (SaaS). Here the cloud provider delivers the entire infrastructure over a network or the Internet. The user is not responsible for setting up anything. Plus, the user is accessing these resources with any device and from anywhere that’s convenient. Google’s Gmail is a great example of SaaS, in which we are using Google’s email infrastructure, offloading all the IT responsibility to the cloud provider. Other examples include Citrix’s GoToMeeting, Microsoft’s Office 365, Cisco’s WebX, Google Docs, and hundreds of similar offerings. Illustration 3 shows SaaS. In this instance we are all blue — no demarcation as someone else is controlling everything including the maintenance and upkeep! This model also is so popular that often people think this is The Cloud.

I think it also is important to mention that there can be variations and degrees to which one surrenders all control to The Cloud. Think of Microsoft Office — in which some programs can be set up as true SaaS programs, or IT can introduce some controls moving this model toward more of a platform or infrastructure as a service model.

The bottom line is that no matter what acronym we hear, including desktop-as-a-service, network-as-a-service, storage-as-a-service, or anything else-as-a-service, we are talking about powerful scalable services offered by today’s cloud providers that are based on these fantastic cloud models.

This month, we took a look at the three major cloud service models as defined by the NIST, infrastructure-as-a-service (IaaS), platform-as-a-service (PaaS), and software-as-a-service (SaaS). Each level of service places more control in the hands of the cloud provider. IaaS represents the least amount of control from the provider, PaaS places more control with the provider, and SaaS enables full control through the provider.

Next month, we will wrap up our discussion of The Cloud with a look at the four major cloud deployment models. We will talk about the public cloud, a private cloud, community cloud, and hybrid cloud.

Till then …

Kevin Mahoney is a hospital and healthcare-related account advocate and sales engineer at Amtelco, a manufacturer and supplier of call center solutions located in McFarland, Wisconsin. Contact him by email at

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Kevin Beale

All About Genesis

by Kevin Beale, Vice President for Software, Research and Development, Amtelco

I’m excited to announce that the first site to put the Genesis Intelligent Series soft switch into full production mode — a 252-bed general medical and surgical hospital in suburban Chicago — is scheduled to go live during the week of the Labor Day holiday. This hospital is similar to most NAEO members, in that they are upgrading to Genesis Intelligent Series from Infinity, and have physician answer service clients in addition to their answer transfer calls.

Amtelco continues to work with our other Genesis Intelligent Series sites to help them prepare to go live. Each site is at various stages of preparation. One site is planning to go live with a subset of clients shortly after Labor Day. Eight sites have Genesis Intelligent Series installed and connected to their VoIP telephone provider. Two sites have Genesis Intelligent Series installed in the Amazon AWS cloud environment and connected to their VoIP telephone provider. Amtelco’s Telescan division also is moving forward with Genesis as part of the Spectrum Prism II platform. Six Telescan sites have Genesis Prism II installed and are preparing to go live.

One of the key elements Amtelco is focused on to help sites migrate to Genesis Intelligent Series is to automate the Infinity to Intelligent Series conversion process. An Amtelco developer has been working full-time to add automated conversion elements to the IS Transformer for Infinity data elements including Voice Greetings, Auto Answer Greetings, Perfect Answer Greetings, Call Distribution Tables, Operator Groups, Directories, On-Call Schedules, and Agents. Amtelco continues to work with our Genesis Intelligent Series sites to identify additional Infinity data elements that can be converted.

The IS 5.0 release is the foundation for sites to go live with Genesis Intelligent Series. There are currently more than 60 sites running the IS 5.0 release. Amtelco encourages any site not currently running IS 5.0 to contact Amtelco Field Engineering to make arrangements to upgrade.

While sites are working with IS 5.0 and preparing to go live with Genesis Intelligent Series, we are moving ahead with additional Genesis Intelligent Series developments. These developments will be offered as part of future IS releases. New developments underway include two-way WCTP messaging, a new SMS Aggregator called Infinite-Convergence, SMS Virtual Terminals enabling instantaneous migration from one SMS connection type to another, Speech Recognition enabled Voice Menus and Directory Assistance, Auto-Attendant, expanded Voice Check-in Menu with the ability to listen to IS messages via Text To Speech, Voicemail, Conference Bridge, and miTeamWeb Dashboard Widgets and other web and mobile enhancements.

Amtelco, Telescan and our customers have done a lot of work to bring Genesis to this point in its development. We deeply appreciate the involvement of our customers in the process. I’ll report on the progress of that work on a quarterly basis in the NAEO Newslinks newsletter.

Kevin Beale is vice president for software, research and development at Amtelco, a developer and supplier of call center and communications solutions located in McFarland, Wisconsin. Contact him by email at

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David Drenk

Format Email and Fax Messages with the HTML Summaries Feature

by David Drenk
All rights reserved © August 2016

The optional HTML Summaries feature provides the ability to use Named Formats to create HTML formatted message summaries for delivery via email and fax. HTML Summaries allow greater customization of the layouts of the messages. Messages can include tables, images, bullets, numbers, unique fonts, bolding, italics, and underlining, and email formats can include font and highlight colors. HTML formatting can be accomplished using an embedded HTML editor within the Intelligent Series (IS) Easy Script Editor or can be imported from Microsoft Word documents.

Named Formats

HTML Summaries are configured using the Named Formats settings on the General page of the Script Properties window. To access the Script Properties from Home View, click the Properties hyperlink. To access the Script Properties from the Tree View, right-click the Script node and select “Properties.”

Named Formats Toolbar

The Named Formats Toolbar is used to add, copy, edit, rename, and delete Named Formats for HTML formatted email and fax messages.

To add a Named Format, click the Add icon. Type a name for the format and then press the ENTER key. The format’s value be edited using the Edit icon.

To copy a Named Format, click the format to select it and then click the Copy icon.

To edit the value of a Named Format, click the format to select it and then click the Edit icon. The HTML Editor is displayed in the Edit Formatted Document window.

To change the name of a Named Format, click the format to select it and then click the Rename icon. Type the new name and then press the ENTER key.

To delete a Named Format, click the format to select it and then click the Remove icon. The format is removed from the list.

Creating a Named Format

To create a Named Format, click the Add icon.

A new format name textbox is displayed under the Name column.

Type a name for the format, then press the ENTER key.

Chose a name that is simple and describes the purpose of the format so it will be easy to remember.

Next, click the Edit icon.

The HTML Editor is displayed in the Edit Formatted Document window.

Editing a Named Format

To edit an existing Named Format, click the format to select it and then click the Edit icon.

The HTML Editor is displayed in the Edit Formatted Document window.

Edit Formatted Document

The Edit Formatted Document window is displayed when editing a Named Format. The Edit Formatted Document window presents the HTML Editor tool that can be used to create HMTL forms for email and faxing.

The easiest way to create a Named Format is to copy and paste a form from a Microsoft Word document. To do this, open the form in Microsoft Word. Use the Select All command to select the entire form. Then use the Copy command to copy the form to the clipboard.

In the Edit Formatted Document window, click the MS Word icon on the HTML Editor Toolbar. The copied form is displayed in the HTML Editor.

To insert IS message information from script fields, click the location in the HTML form where you want to insert information.

Next, click the Expression icon to open Expression Builder.

Click the word “empty.”

In the Fields menu, expand the tree to locate the field that you want to insert. Double-click the name of the field. The field name is displayed in the Expression Builder form.

Click the Ok button.

The field name is displayed in brackets within the HMTL form. At run time, the field name will be replaced with the value contained in that field.

Edit Formatted Document Toolbar

The Cut icon removes the selected text from the HTML form and adds it to the clipboard.

The Copy icon copies the selected text to the clipboard.

The Paste icon pastes text from the clipboard.

The MS Word icon pastes formatted text copied from Microsoft Word.

The Bold icon changes text to a bold typeface.

The Italic icon changes text to an italic typeface.

The Underline icon underlines text.

The Remove Format icon turns off Bold typeface, italic typeface, and underlining.

The Undo icon cancels the effect of the previous action.

The Redo icon repeats the previous action.

The Print icon opens the workstation’s Print dialog box, which can be used to print the form.

The Check Spelling icon runs spell check on the form.

The Search icon opens a search window for finding and replacing text in the form.

The Apply Highlight Color icon changes the background color of text.

The Apply Font Color icon changes the color of text.

The Hyperlink icon converts the selected text into a hyperlink.

The Table icon opens the Table Properties window for inserting a table into the form.

The Insert Symbols icon opens the Symbols window for selecting special typographical symbols to insert into the form.

The Insert Horizontal Rule icon inserts a horizontal rule (a horizontal line) into the form.

The Numbered List icon formats text as a numbered list.

The Bullet List icon formats text as a bulleted list.

The Align Left icon aligns the selected paragraphs with the left margin of the form.

The Align Center icon centers the selected paragraphs between the left and right margins of the form.

The Align Right icon aligns the selected paragraphs with the right margin of the form.

The Outdent icon decreases the size of the indent of paragraphs.

The Indent icon increases the size of the indent of paragraphs.

The Strike Thru icon puts a line through text.

The Superscript icon raises text above the base line and decreases the font size.

The Subscript icon lowers text below the base line and decreases the font size.

The Document Style icon opens the Style Builder window. The Style Builder window is used to change the entire form’s font, background, text, position, layout, edges, lists, and other style settings by editing the form’s cascading style sheet.

The Expression icon opens the IS Expression Builder. Expression Builder can be used to insert IS message fields, expressions, and formulas into the form. More information about the Expression Builder is provided in the “Expression Builder” section of the Intelligent Series Supervisor Reference Guide.

The WYSIWYG Design Mode icon displays the form in a “What you see is what you get” view. This view is designed for ease in editing a form.

The HTML Edit Mode icon displays the HTML code of the form. This mode should only be used if you have experience with programming HTML code.

The Preview Mode icon displays a representation of what the form will look like to the recipient of the email or fax message.

When you have finished creating your form, click the Ok button to return to the Script Properties window.

Changing the Name of a Named Format

To change the name of a Named Format, click the format to select it and then click the Rename icon.

The format name is highlighted. Type a new name for the format and then press the ENTER key.

Deleting a Named Format

To delete a Named Format, click the format to select it and then click the Remove icon.

The format is removed from the list.

Applying a Named Format to Fax and Email

Once a Named Format has been configured in the Script Properties, the format can be applied to Send Email and Send Fax response elements.

Note: Faxing requires the optional IS Faxing feature.

Click the Ok button to close the Script Properties window.

Open the Select View menu and select “Tree View.”

  • To edit an existing Send Email or Send Fax response element, right-click the response element and then select “Properties.”
  • To add a new Send Email or Send Fax response element, right-click the appropriate node of the script, point to “Insert,” point to “Dispatch,” and select “Send Email” or “Send Fax.” Actions also can be added from the Add/Remove Actions hyperlinks located on the Actions page of the Script Properties, Screen Properties, or Input Properties.

The Send Email or Send Fax Properties window is displayed.

By default, the Message field is labeled with a field type of “Text.” Click the Text field type to the right of the Message field.

The Field Type Menu appears.

Point to “Change To” and select “Named Format.”

The Message field becomes a menu. Click the menu to display the names of the formats that have been configured.

Select the name of the format that you want to use for this fax or email message.

Configure the remaining Send Email or Send Fax properties as usual, and then click the Ok button to save your changes.

When the Send Email or Send Fax response element is activated by the script, the selected form is used to send the message in HTML format with the data from the script inserted into the appropriate fields.


  • IS Supervisor 4.2.5597.21 or later
  • IS Messaging
  • HTML Summaries
  • IS Faxing (optional)
  • Infinity Telephone Agent 5.60.5597.16 or later (optional)
  • Soft Agent 4.2.5597.09 or later (optional)
  • IS Web Scripting 4.2.5597.2 or later (optional)

Amtelco Part Number

  • 232MP212 (HTML Summaries)
  • 232MP103 (IS Faxing)

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