August 2013

Regular Columns

From the Editor
by Betty Bouchie

Be Inspired
by Gary Blair

Something to Smile About...

by Michael Goumas

Stepping Up Your Game
By Gary Pudles

Cell Phone Frustrations
by Nancy Friedman

Featured Articles

50 Things Your Customers Wish You Knew

The Ambassador Program is getting a makeover and the NAEO Membership Committee is calling all Companies with knowledge and experience to share!

Save the Date for the 2014 Conference

Upcoming Webinar


Amtelco Annex

The Infinity Copy History Option Copies the Message History When Copying an Infinity Message
by David Drenk

Transfer Call Data from One Account Script to Another with IS Call Fields
by David Drenk

From the Editor

by Betty Bouchie

Please, thank you and you’re welcome. Not words you hear a lot anymore. We live in a microwave society where everything is faster and not always thoughtful. Etiquette – another word you don’t hear much, is the manner in which you conduct yourself. Not just with "please” and "thank you”, but in every facet of life. There was a time when every child was taught this at home, and then it was reinforced by education. Now it seems to be a lost or dying "art”.

You can learn all about minding your manners, in many places. Check out the links below.

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Be Inspired

Submitted by Gary Blair

In society it is etiquette for ladies to have the best chairs and get handed things. In the home the reverse is the case. This is why ladies are more sociable than gentlemen.

~ Virginia Graham

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Something to Smile About...

Something fun, that strikes true…..

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Time If Statement

by Michael Goumas, ProComm

How can I create an If time statement?

You can do it a couple different ways.

Use the Advanced Expression Builder

Or the IF statement in Tree View

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Gary Pudles

Stepping Up Your Game

The Etiquette of Email

by Gary Pudles, AnswerNet

This past year, one of my senior directo­rs gave a presentation about effective email communication to the attendees of our annual national meeting. It was important to me to provide this training because emails can be easily misinterpreted. In fact, 80% or more of our intention when delivering information is derived from facial expression, voice tone and body language. These signals are not there in an email, text or even a letter. So how do you maintain etiquette in written (in this case, email) communication, while still getting your point across?

First, consider re-reading your whole message, out loud, before you hit send. When you hear the words, you may know immediately how they sound to a reader. Or step away from your message for a little while. By giving yourself a few minutes after you finish constructing the message, the possibility of error or misinterpretation is vastly reduced. Also, reading it from the recipient’s perspective is any easy way to gauge if the tone of the message is appropriate. "Do you have moment today to discuss this project?” sounds a lot better to your reader than "I need to discuss this project today.”

Don’t forget the subject line either. The subject line is an underrated part of email etiquette and effective communication. You want to give the reader the message’s bottom line, and highlight action items to set expectations. "Invitation to Department Brunch, Please Reply” is more effective than "Department Brunch.”

The most important thing to remember is that writing an email is like telling a story. Knowing how to frame and deliver your story, and packaging your message transcends the business environment. It improves your life. You should write your email with a defined beginning, middle and end. Keeping that sequence will help you organize your thoughts and avoid errors.

These are just a few suggestions to improve your email etiquette. You will be surprised about how just these three little steps can improve your communication. By reading your messages thoroughly, providing simple yet clear subject lines and writing your emails in a clear and organized manner, you avoid making mistakes and confusing your reader all the while saving you time, money and an unnecessary headache.

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Cell Phone Frustrations

by Nancy Friedman, The Telephone Doctor

Cell phone frustrations remain high even with the enormous use of them around the world.

In our recent Telephone Doctor survey – we received the following cell phone ‘frustrations' from all over the country. Is yours on this list?

(There were more; these were in the top category.)

  • Talking on a cell phone while conducting business
  • Answering a cell phone while talking to someone else in person
  • Talking loudly in a store/restaurant
  • Not using the vibrate mode when at work or in a public place
  • Talking on your cell phone when you're in the car with me
  • Using your speaker phone in public
  • Initiating a cell phone call when others are present
  • Talking on your cell phone and land line at the same time
  • Using call waiting - What? I'm not important enough to finish our conversation?
  • People with 'awful' voice mail messages
  • Not answering when called when we know you’re there.
  • When the first thing a person asks is "Where are you?"
  • Having to listen to the 'chirps' and weird rings and tones, some cell phones make.

Then we found that there were several voice mail frustrations. Are you guilty of these?

  • Hi, I’m not here/ or not available right now. (DUH. That’s a hot lot of news. We know that. That’s why your voice mail answered.)
  • Your call is very important to me. (Right, then why aren’t you there?)
  • I’m sorry I missed your call. (Well sometimes we’re not. Besides that’s a pretty useless statement.)
  • I’ll call you back as soon as possible. (Now what’s wrong with that? Well... Your ASAP may be different from my ASAP and we’ll never exceed anyone’s expectation with ASAP. Simply state "And I will return the call.")
  • Not giving caller an ‘out’ or another way to reach the party; i.e. Another phone number, a person, or an email to locate them.

When was the last time you checked your own message? Probably time to do that.

Reprinted with the permission of Telephone Doctor Customer Service Training. 314.291.1012

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50 Things Your Customers Wish You Knew

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The Ambassador Program is getting a makeover and the NAEO Membership Committee is calling all Companies with knowledge and experience to share!

NAEO is a peer driven network – and we’re making a change to take it to the next level!

The Ambassador Program has for years, worked great in getting our new members comfortable with their new Amtelco equipment and NAEO as an organization as a whole, and what we have to offer. But we wanted to offer more to our new members, as well as to utilize the years of knowledge and experience of our existing members. These two initiatives were the driving factor in creating the new NAEO Member Mentoring Program.

Think back to when you were the "new kid on the block” … remember what it was like to learn about a new system and to try to discover best practices for your employees and your company? Now think of what that same time would have been like if you had a Mentor Company and/or individual to provide support and information on a wide range of work related issues including technology, personnel, statistic analyzing and everything else that comes with running a 24/7/365 business.

What is Mentoring?

Mentoring targets the knowledge and relationship development of NAEO Members who are new to their Amtelco software and/or new to the NAEO organization.

What is the role of the Mentor Company?

A Mentor Company is an organization with tenure working with Amtelco software and within the NAEO organization; they have employees who model behaviors and achievements that NAEO wishes to attain. Mentor Companies leverage their know-how and experience by providing advice, counsel, network contacts, and cultural know-how, together with ongoing personal support. Their interest is to foster the organizational development of the person they mentor and guide them to the resources, both personal and otherwise, that can assist them in growing their business and making it successful. They display a broad and in-depth experience of the knowledge and experience that the person they are mentoring wants to achieve. A Mentor Company and their employees display NAEO’s Core Values with every action and decision they make on a daily business both personally and professionally, no matter how great or small the action or decision is.

Where is the value to NAEO?

Mentoring nurtures the growth and potential of both participants within their business and NAEO. The purpose of mentoring is to develop the knowledge of the new NAEO member of their Amtelco software and the resources available to them with their NAEO membership, both personal and otherwise. At its best, mentoring is an assistance process that actualizes the knowledge of the person within their business at the current time and to help groom them to grow their business and utilize their member benefits to achieve that growth.

How can you help with the New Member Mentoring Program and what’s involved in being an NAEO Mentor?

NAEO’s New Member Mentoring Program will formalize the system in which employees with a need or desire to be mentored and Mentors can get together. They will include quarterly calls with their Amtelco Project Coordinator, allowing for question/answer settings, and monthly communication with each other whether it is through phone conversations, emails or otherwise, monthly communication of webinar and other member benefits that can assist them with the business and organization growth.

NAEO needs great companies like yours to continue to grow and show our New Members what a great organization we are! If you and your Company are willing to be an ongoing resource for a new member Company as they learn about their systems, please let your Membership Committee know and we will walk you through how we will introduce you to a new member and how you can help.

Contact Lisa Phillips at TODAY to Mentor a New Member!

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Save the Date for 2014

March 10-13, 2014

Omni Dallas Hotel • 555 South Lamar Street • Dallas, TX 75202

$192.00 Group rate
Reference Group: 2014 NAEO Annual Conference

Room Block Cutoff Date: Thursday, February 6, 2014

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Upcoming Webinar

Best Idea Session - IS Training Series
August 21, 2013 | 2:00 pm ET

Presenter: Theran Mossholder
Host: Evelyn Portinari

Please join us for a time to discuss the Best Idea you learned from the IS Training in Atlanta. This will also be a time where you can ask questions to clarify the new skills you have obtained from the workshop.

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david drenk

The Infinity Copy History Option Copies the Message History When Copying an Infinity Message

by David Drenk

Did you know that you can copy an Infinity message’s history when you make a copy of the message? There is a client account setting that can be used to copy the message history whenever a message is copied using the copy message function.

The settings are located in Infinity Supervisor’s Client Setup pages. Select "Message Management” from the Page menu and then click the History tab. The option is labeled "Copy History along with message.” When this check box is selected and an operator copies an Infinity message in this client account, either to the same account or to another Infinity client account, the new copy of the message also will have a copy of all of the Infinity history log entries for the original message.

Once a copy of the message has been created, the two messages are no longer linked, so any actions taken on one copy of the message only adds to the history log for that copy.

This feature is useful when you have subaccounts for a client and you want to have a copy of each message in the subaccount and in the client’s main account. The copied message will contain a copy of the history of the actions taken on the original message before it was copied, in addition to any action taken on the copy of the message after it was copied. The original message will contain the history of actions taken on the original message, both before and after a copy was made.


  • Infinity Supervisor 5.2 or later

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Kelli Harrigan


Transfer Call Data from One Account Script
to Another with IS Call Fields

by David Drenk

Call Fields are special message fields that can be referred to throughout a script and can be passed from one script to another as a call changes client accounts.

Most message fields only contain data created within one message script. Values assigned to Call Fields hold data even when a call changes from the message script in one account to a message script in another account, provided the same Call Fields have been defined in both scripts.

Call Fields are defined on the Call Fields page in the Intelligent Messaging Script Properties.

Call Fields Properties

To access the Call Fields properties, open a script in IS Supervisor.

Select "Home” from the Select View menu.

Click the Properties hyperlink in the Script Settings toolbar. The Script Properties window is displayed.

Click the Call Fields tab. The Call Fields page is displayed.

The icons on the Call Fields page are used to add, copy, edit, and delete Call Fields.

Adding a Call Field

To create a Call Field, click the green Plus icon or select an existing Call Field and click the Pages icon.

The New Field window is displayed.

Call Field: The Call Field name is used to refer to the Call Field throughout the call. Type a name that describes the type of data that will be stored in this Call Field.

Note: If you want to pass the data in this Call Field to another message script when changing accounts, the Call Field must be defined with exactly the same name in the scripts of both accounts.

Value: If you want the Call Field to have an initial value whenever a call is taken using this message script, use this property to set its initial value. By default, the Field Type is Text. To change the type of information that can be stored, click the field type, select "Change To” from the drop menu, and select a Field Type from the submenu.

Note: If you want to pass data to this Call Field from another message script when changing to this account, do not set an initial value in this field. If you do, the initial value will overwrite the value passed from the other script.

Click the "OK" button to save the new Call Field.

When you have finished defining Call Fields, click the "OK" button to close the Script Properties window.

Set IS Field calculation response element

The Set IS Field response element can be used to assign values to a Call Field.

To add the Set IS Field response element to a script, click one of the Add/Remove Actions hyperlinks located on the Actions tab of the Script Properties, Screen Properties, or Input Properties window of the message script. The Select Actions window is displayed.

Select "Set IS Field” on the left side of the screen and then click the Right Arrow button. The Set IS Field properties window is displayed.

Field Type: Click the drop menu and select "Call.” This response element also can be used to assign values to Agent Fields, Client Fields, and System Fields.

Field Name: Click the drop menu and select the name of the Call Field to which you want to assign a value.

Set to value: Enter the value to assign to the field. By default, the Field Type is Text. To change the type of information that can be stored, click the Field Type, select "Change To” from the drop menu, and select a Field Type from the submenu.

Click the "OK" button to close the Set IS Client Properties window.

Click the "OK" button to close the Select Actions window.

Call Field Type

Once you have assigned data to a Call Field, the data can be used anywhere in the script by using the Call Field Type. The Call Field Type can be used in the script in which the data originated, or in a script of another account that the agent switches to while taking a message. The only requirement is that the Call Fields have been defined in the Script Properties on both scripts.

The Field Type of certain response element Property fields is displayed to the right of the field along with the icon. The data contained in Call Fields can be inserted into any of these fields.

To change the Field Type, click the Field Type. The Field Type Menu appears.

Select "Change To” from the drop menu, and select a Call Field from the submenu.

The property becomes a drop menu. Click the menu to display the names of the Call Fields that were created on the Call Fields page of the Script Properties.

Select the appropriate field from the list.

Call Fields in Expression Builder

Call Fields also are available in Expression Builder. The Call Fields are listed below the Client Fields in the Fields column of Expression Builder.

To insert a Call Field value into an expression, open Expression Builder.

Select the insertion point where you want to add the Call Field.

Click the Plus icon to expand the Call Fields category.

Double-click the name of a Call Field to insert into the expression.

At run time, the value contained in the Call Field is evaluated in the expression.


  • IS Supervisor 5.50.2937.0 or later.
  • IS Messaging
  • SQL Server 2000 or later
  • Infinity Telephone Agent 5.50.2937.1 or later (optional)
  • Soft Agent (optional)

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