April 2015

Regular Columns

From the Editor
By Kelli Harrigan

Get Inspired
by Gary Blair

IS Tip
by Kevin Procter

Stepping Up Your Game
by Gary Pudles

Managing Workplace Conflict
by Nancy Friedman

Featured Articles

NAEO Conference Wrap-Up
by Lina Cunningham

How to Spend an Awesome Time at the NAEO Annual Conference
by Sabrina Perron

Upcoming Webinars

Amtelco Member of the Year

Amtelco Annex

Display Inbound Messages in IS Message Scripts with the Inbound Text ACD Field
by David Drenk

IS Web Login Options
by David Drenk

Kelli Harrigan

From the Editor

By Kelli Harrigan

Every year, I get renewed and re-energized by attending the NAEO Annual Conference – getting together with industry friends, meeting new members and filling my brain with new ideas is just the spring renewal I need! This year was no different. I’m an avid note-taker during every conference, so task #1 is to organize my thoughts when I return and see what I can take action on immediately. And I have never returned from a conference when I didn’t have several things on that list. I hope for those of you who attended this year, the same rings true for you. For those who missed out, be sure to plan for next year! The conference committee is already hard at work reviewing our survey responses from this conference and planning for next year – I hope to see you in California next year for another wonderful event!

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Get Inspired

Submitted by Gary Blair

Life is like a flowing stream; once the flow stops, our life becomes stagnant. When we remove the dams and debris we have accumulated and encourage it to flow freely, it becomes a source of sustenance and renewal and growth for us and for all with whom we share it.

~ Tom Hackett

Every single cell in the human body replaces itself over a period of seven years. That means there’s not even the smallest part of you now that was part of you seven years ago.

~ Steven Hall

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IS Tip

Submitted by Kevin Procter

Spring Has Sprung...Kind of

Spring has sprung, the grass is riz . . . but why is it still so cold!? The 2015 NAEO conference was a great way to get away from the snow and cold, and it produced great fertile ground for new beginnings.

Whether you attended the conference or not, the spring is a time for renewal; an opportunity to take a moment and think beyond the usual gardening area of your mind. (Deep, eh?!)

So you're an IS programmer – what does that mean to you? You can write scripts that record messages. Is that all you want to do? Are all the tools you need right there in your IS tool box? Perhaps your IS toolbox is not full – you might want to take a drive to your local IS “Canadian Tire” or “Lee Valley” store and get the latest tools. Still, perhaps you're thinking way beyond the garden and into the meadow! EXCELLENT!

This is where an IS programmer should consider putting his or her attention – all over the place! Take a look at the SQL database and see what germinates in your mind with that fertilizer. Then of course there are the web-based languages such as java and php. Both are very powerful and complimentary to IS, and can allow a programmer – indeed an answering service – to do some pretty wild and crazy things: things that perhaps one hadn't ever considered prior to stepping into that patch of wild flowers.

Perhaps all the imagery and metaphors sound akin to one sowing his or her wild oats. In fact, that's exactly what it sounds like – and why not!? Sowing wild oats begets great diversity – which is healthy for any community. Therefore, IS Programmers, go forth and multiply, divide, add and subtract. Sow your wild oats! Get crazy and do things you normally wouldn't do; step out of your comfort zone. One thing will lead to another, and the next thing you know, you'll be giving birth to all kinds of little ideas you had previously never conceived! Dontcha just love spring!?

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gary pudles

Stepping Up Your Game

by Gary Pudles

Three Tips for Spring Cleaning Your Business

Your call center business – like your home – could probably benefit from a thorough spring cleaning. Clearing out clutter helps your business to run faster and more efficiently. If it’s time for you discard, polish or scrub up some aspects of your business, here are some tips on how to get started:

1. Discard paper: Want to reduce the volume of your paper files fast? If you haven’t already, consider cloud-based systems. This secure online solution for data storage allows for easy tracking of information and accessibility from any web-accessible device (PC, tablet or mobile).

Data storage isn’t the only area to benefit from moving to the cloud. A cloud-based billing system can also help your business to run more efficiently. You can employ a system such as SA Billing to not only process invoices and distribute them to customers by email, but also enable online payment. There are no hard-copy invoices for you to send out and no payments to send through the mail unless a customer wants them. There’s also no postage to pay for and no delivery delays – just a login, a click and the transaction is complete.

2. Polish your team: Just like any valuable item, call center agents or other employees can become lackluster over time. Let them shine once again by providing refresher training courses. Using a variety of methodologies such as lectures, videos, online simulations, role-playing and mock calls helps to make the courses as fun and engaging as possible. This will help to sustain employees’ interest.

3. Scrub your online image: This is a must in the Information Age. The web is often the first place prospects will go to research your business. However, too few companies take the time to clean up their online reputation. Google your company name and the names of top executives; you might be surprised at what you find. You can address unflattering comments as appropriate, while positive comments and reviews can be leveraged in your marketing efforts.

Does your own website need freshening up? Simplify the navigation to make it easier for visitors to use. Also get rid of outdated documents or materials, or stash them in an archive. Don’t forget to update pictures or graphics as well. Another area in which many businesses still have a lot of room for growth is their social media presence. If you haven’t posted an update to Twitter, Facebook or LinkedIn since 2013, it’s time to get started! Aim for a few posts a week. Better yet, engage in a dialog with your customers and prospects. You can obtain a wealth of insight and feedback that you might not have otherwise received.

Spring is the time to look for ways to refresh and renew your business. Employing a philosophy of “out with the old, in with the new” can go a long way to enhance your company’s data security, employee enthusiasm and image.

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Managing Workplace Conflict

by Nancy Friedman, the Telephone Doctor

Unfortunately, conflict between human beings is about as old as life itself. Is there any doubt that early cave dwellers got in disagreements about whose turn it was to go snag another wooly mammoth or who got to sleep closest to the fire? They may have lacked the sophisticated swear words we’ve developed but the conflict was there, nonetheless.

No matter the era, if you put two or more people in close quarters, sooner or later, you’ll have a conflict.

And so it goes in today’s modern office. Except that in the workplace, negative internal relationships will severely impact how well your organization operates. And ultimately, how well your external customers are treated. We all know that it’s really difficult for people to concentrate on providing high levels of external service, when there’s conflict, unhappiness or lack of respect within an organization. While it’s not possible to avoid all employee conflicts, there are techniques to better manage these challenging situations. When a major conflict erupts between coworkers, it’s usually necessary to involve a manager to help resolve it.

Here’s a process to help resolve internal relationship issues and possibly prevent the need for management involvement. Used properly, this three-step process will help maintain a positive, healthy workplace atmosphere.

We call it the B.I.F. Approach.


Let’s imagine there are two coworkers named Cynthia and Joe. They sit near each other in open cubicles. During his breaks, Joe enjoys listening to his favorite ’80s hair band on his boom box. This music really disturbs Cynthia and she has trouble concentrating while talking with customers.


Cynthia walks up to Joe and yells, “Hey Joe, do you have any clue how loud that is? Turn it down, now!”

Joe will likely give an angry stare and either ignore her request or turn the volume higher! Obviously, simply ordering Joe to change his behavior isn’t likely to be an effective tactic.


Here’s a better way. Let’s examine the B.I.F. Approach letter by letter:

B: Behavior – First, describe the behavior. Use specific facts or an objective description. It’s important to keep from asking questions that will put him or her on the defensive and possibly start an argument all before we even get to the point.

I: Impact – Next, tell the effect that the behavior is having on you. How is it impacting your job or your performance?

F: Feelings – Lastly, relate how the behavior and impact cause you to feel.

After that, you stop and let the other person absorb what you said. Often, that silent period will result in the other person apologizing or suggesting a solution.


Cynthia: “Excuse me, Joe... That radio is really distracting. It’s making it difficult for me to hear my customers and concentrate. It’s embarrassing for me because I’ve just had to ask my customer to repeat herself a number of times.”

Sentence by sentence, that was:

B: Behavior – “That radio is really distracting.”

I: Impact – “It’s making it difficult for me to hear and concentrate.”

F: Feelings – “It’s embarrassing for me because I’ve had to ask my customer to repeat herself a number of times.”

Then, Cynthia stops to let Joe absorb what was said. Cynthia’s tone of voice is also very important. It needs to be even-tempered because a calm delivery sets the tone of the conversation. If Cynthia’s tone is angry or attacking, it’s likely Joe will mirror that tone and respond in the same angry way.

Obviously, The B.I.F. Approach won’t work in every case. But in many situations, it can help diffuse minor workplace conflicts and reduce the need for management involvement. Plus, you’ll know you handled the situation professionally.

Give the B.I.F. Approach a try the next time you encounter a workplace conflict situation.

Reprinted with the permission of Telephone Doctor Customer Service Training www.telephonedoctor.com


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Laurie Blow

NAEO Conference Wrap-Up

By Laurie Blow, Conference Chair

2015 NAEO Annual Conference

More than 210 NAEO members and speakers took on the task of Pursuing Excellence through Education and Collaboration at the 2015 NAEO Annual Conference in Orlando in early March at the beautiful Rosen Shingle Creek resort.

2015 NAEO Annual ConferenceTwenty-five members got an early start on learning by attending the Advanced I.S. Training Seminar Saturday and Sunday. This was a hands-on program taught by industry leaders Theran Mossholder, Debbie Imes and Michael Goumas. The learning continued that afternoon with Amtelco University where attendees had the opportunity to learn tips and tricks for maximizing the use of their Amtelco systems.

First Time Attendees were warmly welcomed by the group at the opening reception Sunday evening at a Baseball Spring Training themed party under the stars. Rookies and veterans alike enjoyed the warm southern air and a chance to meet new people and reconnect with old friends.

NAEO was fortunate to be joined by several outside speakers this year, each of whom greatly enhanced our conference. Our two keynotes, Jake Poore from Integrated Loyalty Solutions and Harris Rosen, winner of the 2011 National Philanthropy Day Lifetime Achievement Award, were well-received by attendees. Doug Swift, former long-time NAEO member, and Sue Douglass presented a session on creating company culture and Rebecca Rhodes shared many great tips on successful online marketing programs. PowerPoint presentations for these and many other sessions are available on the NAEO website.

2015 NAEO Annual ConferenceThe family of Maryann Wetmore joined NAEO members in remembering and honoring our great friend and industry leader. Maryann was inducted into the NAEO Hall of Fame with the award being accepted by her niece, Christy. It was an honor to spend time with her family and to share information with members on the legacy being created in her name with the establishment of the Maryann Wetmore Leadership Fund.

2015 NAEO Annual ConferenceOther NAEO members honored at the conference were Jana Olson, Amtelco Employee of the Year; Laurie Blow, President’s Award; Sabrina Perron, Christina Collins Scholarship Winner; and Stacey Lee Laboriante, Curtin Scholarship Winner.

2015 NAEO Annual ConferenceAt the business meeting Tuesday, Laurie Blow and Billy Peppard ended their terms on the NAEO Board of Directors. Theran Mossholder and Gordon Mott were re-elected to their second terms serving on the board, and Tifani Leal was elected to her first term on the board. Kurt VanderScheer, outgoing president, passed the gavel to our incoming NAEO President, Gerald Brosseau, II.

A new session was introduced this year on the last day of conference. This session was titled Future Directions. It was an open discussion by all attendees including Tom Curtin from Amtelco about the direction we are going as an industry, our relationship with Amtelco and as an association. Audience participation was significant – making this one of the best, most engaging sessions in years. Much of this discussion continued in to our first NAEO Owner’s Forum as we closed our annual conference. We hope to bring this back in the future!

2015 NAEO Annual Conference

Please make sure you save the date for the 2016 NAEO Conference in at the Hilton Mission Bay in San Diego, CA! We would love to have you join us February 29 to March 3, 2016!

View the slideshow below to see more about our next conference location.


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How to Spend an Awesome Time at the NAEO Annual Conference

By Sabrina Perron

Step 1: Don’t hesitate to register yourself or any other member of your team for the Conference and for the IS Workshop!!!!

Step 2: Enjoy!

You want more information? Well, here is a quick summary of my overall experience.

As the Christina Collins Education Scholarship recipient, I was amazed by this experience. This was my first time attending both the IS Workshop followed by the NAEO Conference. The quantity and the quality of shared knowledge during the workshop exceeded my expectations. Trainers and trainees alike were helping each other and learning together how to solve day-to-day issues in order to evolve in their programming style.

Since I am the Operations Manager for Image-24, a Call Center in Montreal, programming is not one of my daily tasks. I do oversee this department and I am very familiar with our programming techniques. The workshop was a tremendous source of knowledge and even if I will not implement SQL myself, I now know how to use it and all the possibilities that SQL offers. We covered a range of advanced programming concepts such as: Advance Expressions, Action Tables, Action Groups, API, Crystal Reports and SQL. Thanks again, Michael Goumas, for sharing with us all of those stored procedures! I’m sure that everyone in the room now has a bunch of new ideas on how to improve their work and, subsequently, the work of their CRSs.

Afraid to go as you don’t know anyone there? Don't hesitate. NAEO has a fantastic Buddy Program for first time attendees. What’s a buddy? Well, it’s simple. It’s a NAEO Member just like you. Your buddy is a very seasoned member who will introduce you to other members and guide you through the conference. I want to thank my buddy – Ron Waine – for a job well done. Ron introduced me to so many people that I actually cannot remember all of their names. Sorry guys, but I will remember your face the next time I see you.

In any case, feel free to introduce yourself to anyone at the Conference. Everyone is there for the same reasons; share, learn and enjoy! Be assured that no one bites.

The conference is an opportunity to avail yourself of the latest, already released, or soon-to-be rolled out Amtelco innovations. You can test the product that you are considering to purchase, decide if you want to become an Amtelco owner and decide upon which system best suits your needs. So many topics were covered by a variety of speakers: programming (very basic to advanced concepts), HR, leadership, management, hospital integration, marketing and much more. You can benefit from another member’s real life experience, which can help you find a solution to a current problem and/or just share tips and tricks covering everyday issues.

It is a good way to meet other members in our industry or to put a face to the name that you frequently encounter on the NAEO Listserv.

Also, please be aware, you will not always be discussing business in the conference center or in the corridors during break time. There is also an strong element of general social sharing, around or in the pool, with a drink at the bar, or at the opening party (which was also around the pool with a drink near the bar, this year a great combo!), at the Amtelco Party (Margaritaville margaritas were so delicious!) or during a roller coaster ride at Universal Studios.

On a more serious note, the conference is also the place where decisions on the future of the organization itself are introduced leading up to a discussion on the future of the industry. It is also the place to share the best ideas and for owners to meet altogether. You can also discuss the possibility of joining a committee and help the organization to grow by giving your time and share your abilities.

Do you agree that the conference is the best place to solve, learn, share and meet? I hope so!

I hope to see you all in San Diego next year!

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Upcoming Webinars

Post Conference IS Workshop Follow Up
April 22, 2015 | 2:00 pm EDT

Presenter: Michael Goumas
Host: Theran Mossholder

Pursuing Excellence through Education and Collaboration. Join us for a recap of the IS Workshop at 2015 Annual Conference. Come with follow-up questions or anything you would like to review.

Supervisor Training
May 6, 2015 | 2:00 pm EDT

Presenter: Deborah Anders
Host: Evelyn Portinari

NAEO is pleased to announce a 3 part Operations Series of webinars! Session 1: Welcome to your new job as supervisor! Now what? A general overview of your new responsibilities: what to look at, where to find it, and what does it all mean?

Member Benefits
May 20, 2015 | 2:00 pm EDT

Presenter: Lisa Phillips
Host: Alana Nikforuk

Learn more about YOUR member benefits. Has it been a while since you took the time to see how your NAEO Member Benefits can help you and your business? Are you new to NAEO and haven’t had the opportunity to learn all about what your membership brings to you? If you answered “Yes” to either of those questions, please join us May 20 at 2 pm EDT for an informative webinar where we will provide a deeper insight into what your NAEO membership offers you and your business.

Supervisor Training
June 17, 2015 | 2:00 pm EDT

Presenter: Deborah Anders
Host: Evelyn Portinari

Session 2: Making the transition from Team Member to Team Leader: how to make the change from your old mentality to your new position and get the most out of your team.

Pre Summer Series Info Session
July 1, 2015 | 2:00 pm EDT

Presenter and Host: Theran Mossholder

Join the Education Committee as we discuss the upcoming IS Workshop in Charlotte, NC. We ask that everyone attending this workshop please join us on this webinar so we can make sure you have everything set up and ready to go for this advance class. If you are undecided if this workshop is for you, please attend to get a sneak peek on the topics that will be covered.

Supervisor Training
July 15, 2015 | 2:00 pm EDT

Presenter: Deborah Anders
Host: Evelyn Portinari

Session 3: Training your successor: Learn to recognize and develop future supervisors.

LMS - Learning Management System
July 29, 2015 | 2:00 pm EDT

Presenter: Theran Mossholder
Host: Tifani Leal

Join us to review the new NAEO Learning Management System. We will go over how to log into the site, add new employees and assign employees new training assignments.

All webinars are free for members. Please register your information. There is a limit on attendees, so register early.

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Amtelco Employee of the Year - Jana Olson

Amtelco customer project manager Jana Olson was honored with NAEO’s Amtelco Employee of the Year award at the 2015 NAEO conference in Orlando, Florida. Jana had also previously shared the award with project manager Megan Schroeter in 2009.

After graduating from UW-Madison, Jana joined Amtelco as a trainer in 1997, then served as an installer and a Field Engineering technician before moving on to the Project Management Team. In 2000, she received Amtelco’s William J. Curtin Employee of the Year award, the most cherished award available to Amtelco employees.

Jana has served many of our NAEO members over the years, primarily working with answering service and Billing Link customers. After Telescan’s acquisition by Amtelco in 2012, Jana was tasked with caring for the Telescan customers as well.

Outside of Amtelco, Jana enjoys spending time with her husband, Steve, and sons, Bennett and Ross, doing the many things parents of active boys are called on to do.




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david drenk

Display Inbound Messages in IS Message Scripts with the Inbound Text ACD Field

by David Drenk

All rights reserved © November 2013

Contact: insider@amtelco.com

A new _acdInboundText field has been added to the Infinity ACD (Automated Call Distribution) Fields available in Intelligent Series message scripting. This field can be used along with the _acdAni field to build a script for handling unsolicited SMS messages that come into an Infinity SMS modem.

For inbound SMS messages, _acdInboundText fills the field with the text of the text message. The inbound SMS message can be an unsolicited message or a late reply to an Infinity message.

Infinity uses reply IDs and source numbers to match inbound SMS messages with messages sent from Infinity. If no match can be found, the inbound message is considered an unsolicited message and is stored on an unsolicited client account. The source number of the message is stored in the _acdAni field and the contents of the message are stored in the _acdInboundText field.

The ACD values are available only in Infinity Telephone Agent.

Displaying Inbound Text in a Message Script

IS Message Scripting can be used to create a script for handling inbound messages that come into the unsolicited client account. The _acdAni field can be used to match the source number with a list of client phone numbers, and the _acdInboundText field can be used to display the message to an operator.

To insert ACD fields into an IS message script, open the script in IS Supervisor.

Insert a Display field in the part of the script where you want to display the information.

The Display Properties window appears.

In the Display Properties window, click the field type to the right of the Expression field.

The Field Type Menu appears.

Select “Change To” from the menu, and select “ACD Field” from the submenu.

The Expression field is replaced with a menu of ACD fields.

Select the name of the ACD field that you want to display.

Click the Ok button to close the Display Properties window.

ACD fields are also available through Expression Builder.


  • Infinity 5.61.06 or later
  • Infinity Supervisor 5.60.21 or later
  • Infinity Telephone Agent 5.60.4769.18 or later
  • IS Server 3.7.4939.20156 or later
  • IS Supervisor version 5.60.4769.00 or later
  • IS Messaging
  • SQL Server 2005 or later


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Kelli Harrigan


IS Web Login Options

by David Drenk

All rights reserved © May 2012

Contact: insider@amtelco.com

The Intelligent Series (IS) Web provides your clients, staff, and business associates with access to the IS Directory, OnCall Scheduling, reports, messages, and contact information through the Internet or your company’s intranet. The IS Web application now has three configurable options for user authentication:

  • IS Agent IDs created in the IS Supervisor application
  • Windows Authentication
  • Active Directory Authentication

IS Agent IDs

Access to the IS Web application is controlled using the IS Agent IDs created in the IS Supervisor application. Each user can be provided with an individual ID, or users can share an ID. Individual IDs should be used if you need to keep the messages for each user separate, or if you want to limit each user’s edit permissions to their own Directory listing. If your users will be accessing all messages in a client account and will be granted the same Directory access as other users, you can use shared IDs.

IS Web Windows Authentication

IS Web Windows Authentication uses the Microsoft Windows User Name and Password currently logged in on the workstation to log into the IS Web. This saves time by eliminating the need for users to enter a login name and password each time they open the IS Web application. This option requires an IS Agent ID to be created for each Windows User Name that will be used to access the IS Web.

IS Web Active Directory Authentication

IS Web Active Directory Authentication uses the Lightweight Directory Access Protocol (LDAP) to verify permission to access the IS Web pages. Active Directory Authentication can be configured to use Active Directory Member Roles for IS Web logins. When a user accesses the IS Web, IS looks at what Role that user’s Active Directory login belongs to, and logs that person in using the IS Agent login that is assigned to that Role in the web.config file. This option reduces the number of Agent logins that must be created in IS Supervisor, because one login is created per Active Directory Member Role instead of per user.

Setting Up IS Agent IDs

To set up IS Agent IDs, open the IS Supervisor application.

Click the icon on the Infinity Intelligent Series Supervisor toolbar.

The Agent Setup window is displayed. The Agent Setup screen opens at the General Info tab.

To create a new agent, click the icon on the Agent toolbar.

The General Info tab shows empty fields for the new agent.

General Info Tab

The fields on the General Info tab are used to create a login name, initials, and a password to identify a user to the Infinity Intelligent Series application.

Login Name: The Login Name field accepts any combination of letters or numbers.

Type the agent’s name or shared user name.

Initials: The Initials field accepts up to three characters and can be a mixture of letters and numbers.

Type the agent’s initials or initials that represent the shared login. For accurate statistics, each set of initials must be unique.

Password: Each IS Web user (or group of IS Web users who are sharing a login) should be set up with a unique password. Employees and clients should be encouraged not to share their access codes.

Type a password.

Click the icon to save the changes you made to the General Info tab.

The agent login name you created is added to the Agents Roster.

Default Directory

The Directory Settings are used to set a default Directory subject and view for agents logging into Amtelco’s IS Web application. These settings determine which Directory subject and view is displayed to an agent in the Directory section of the IS Web, though the agent is able to switch to other subjects and views that the agent has permissions to access according to the settings in System Setup on the Subj. Views tab.

To set a default Directory settings, click the button.

The Select View window is displayed.

Subject: Select the desired subject in the Subject list.

View: All of the views associated with that subject are displayed in the View list.

Select the desired view in the View list.

Click the button or press the ENTER key to save your default directory settings and return to the General Info tab.

Groups Tab

The Groups tab contains two tabs: Permission Grps and Dispatch Grps. The Permission Grps tab is used to assign agents to the groups that are created in System Setup.

Select the Permission Grps tab if it is not already selected.

Select the check box next to the name of the permission group that you created for this web user in System Setup.

The Agent permissions enabled for that group are displayed in the Group Settings grid.

The Dispatch Grps tab is used to control which messages will be sent to a particular agent for dispatching. The Dispatch Grps tab is not needed for IS Web.

For more information about creating Permission Group and IS Agent IDs, refer to the IS Web Supervisor Reference Guide.

Setting Up IS Web Windows Authentication

With Windows Authentication, each user’s Windows User Name and Password are used to access the IS Web. If a user is logged into Windows using a User Name that matches an IS Agent ID, the user is not prompted to enter a Login Name and Password when accessing the IS Web.

The following steps are required to configure IS Web to use Windows Authentication.

IS Supervisor Agent Setup

Create an IS Agent Login for each IS Web user. When creating the logins:

  • The IS Agent Login Name must match the Windows User Name of the user.
  • Do not set an IS Agent Password.

Internet Information Service Setup

  • Access Internet Information Services.
  • Open the properties for the IS Web website.
  • Select “Directory Security.” Under Anonymous access and Authentication control, click “Edit.”
  • Uncheck Anonymous access.
  • Check the type of Authenticated access (Basic authentication).

IS Web Setup

Normally when you logout of the IS Web, you will be redirected to the default.aspx page. If Anonymous access is disabled for the web site you will be logged back into the IS Web website. To prevent this, open the IS Web web.config file and change the logout URL to “logout.htm” or some other appropriate web address.

Setting Up IS Web Active Directory Authentication

With Active Directory Authentication, each Active Directory Member Role can be assigned to an IS Agent login and password in the IS Web web.config file. When a user accesses the IS Web using an Active Directory login, IS checks the Role that login belongs to, and logs that person in using the IS Agent login that is assigned to that Role in the web.config file. IS records the initials of the Role’s IS Agent ID in all history records and, in the IS Web InBox, displays messages for all members of that Role. If a user’s Active Directory Login does not belong to any of the Roles defined in the web.config file, that user cannot log in.

To implement IS Web Active Directory Authentication, complete the following steps. Steps 1 through 4 are set in the IS Web web.config file found in the IS Web application folder.


  • IS Web 3.4.4147.3 or later
  • IS Supervisor 5.60.4147.00 or later.
  • IS Server 3.4.4147.19298 or later
  • SQL Server 2000 or later
  • Windows Server 2003 or later

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