NAEO Newslinks

January 2018


Be Inspired
by Gary Blair

2018 Board of Directors Candidates

Dues Renewal

NAEO 2018

Register Now

Sponsorship & Exhibitor Opportunities

Keynote: Build a Kick Ass Company

Hilton Fort Lauderdale Marina

A-Z Guide: Things To Do Around Fort Lauderdale

Top 10 Things To Do In Fort Lauderdale

Featured Articles

Looking Ahead
by Brian Torvik

Webinar Wednesdays: What a Wonderful Day to Learn Something
by PDC

Amtelco Annex

Network Encryption Modes
by David Drenk

Gary Blair

Be Inspired

by Gary Blair

“We spend January 1st walking through our lives, room by room, drawing up a list of work to be done, cracks to be patched. Maybe this year, to balance the list, we ought to walk through the rooms of our lives...not looking for flaws, but for potential.”

—Ellen Goodman

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2018 Board of Directors Candidates

The NAEO Nomination Committee is proud to present the 2018 candidates for the Board of Directors election.

View the slate of nominees, read their bios, and watch their campaign videos.

The primary contact at each member firm is to cast their ballot and should have received the link to the ballot via email.

Voting will close on January 10, 2018 and the results will be announced on January 17, 2018.

Thank you, and please contact with any additional questions you may have.

Meet The Candidates

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Dues Renewal

As you may know, NAEO is switching the membership renewal structure. Your membership will now run from January 1 to December 31. This decision was made to streamline the membership renewal process. The new structure began on January 1, 2018.

Invoices for membership renewal have been mailed. If you have not received your invoice, you should receive it in the near future. Please be sure to review your company information and submit your payment so you can take advantage of all NAEO has to offer.

Here are a few of the benefits you receive by being an active member of NAEO:

  • NAEO 10% Amtelco Service Contract Discount.
  • NAEO 10% Amtelco Service Contract Discount.
  • Discounted fees to the annual NAEO conference and other educational and training events.
  • Access to the NAEO members-only Listserve.

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NAEO 2018

Register Now

It's On

From February 25 to 28 we will be 'Cruising Together Towards Tomorrow' in Fort Lauderdale, FL at the Hilton Fort Lauderdale Marina for our Annual Conference and Advanced Technical Workshop. This is one you don't want to miss! Register Now

Register Now


If you have any questions, please feel free to contact the NAEO by phone at 800-809-6373 or email Rhonda Grizzard, NAEO Event Planner, at

We look forward to seeing you in February in sunny, beautiful Fort Lauderdale!

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NAEO 2018

Sponsorship & Exhibitor Opportunities

With the 2018 NAEO annual conference less than 2 months away, the Conference Committee is moving full steam ahead, engaging existing sponsors and finding and securing new sponsorship opportunities. We’ve received feedback both from NAEO members (through the post-conference survey) and from sponsors directly, and are working hard to meet the goals of elevating the NAEO conference for our attendees and sponsors.

After an immensely successful conference in 2017, we certainly have our work ahead to make 2018 even better!

View Opportunities

One of our newest additions revolves around the First Timers Game during opening reception. A new community-level sponsorship allows a sponsor to participate in the First Timers game! Great for an industry veteran who wants to facilitate discussion with the conference newcomers, or brands that want to promote a specific narrative around their company or product.

We’ve also heard the feedback from NAEO members who attended conference in 2017: Sponsors were great, but we want even more! As such, we’re in talks with vendors who provide employee scheduling software, headsets, office aesthetics, VoIP services, and more!

If you love a brand or company and think they would be a good fit for the NAEO membership, please recommend them to the Conference Committee! You can contact Evelyn Portinari or Patrick Labbett directly.

To learn more about available sponsorship opportunities for the 2018 NAEO Conference, click here.

We look forward to seeing you in February in sunny, beautiful Fort Lauderdale!

Sponsor Today

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NAEO 2018

Keynote: Build a Kick Ass Company

We all want to be part of a companies that matter, ones that are more than just a place where work gets done, but instead leave a lasting legacy. We call these Kick Ass companies because they know their true purpose, have leaders that people follow because they believe in them, and teams that say ‘yes’ even before they know what their leaders need from them.

Building a Kick Ass company isn’t for the faint of heart. It requires hard work, commitment and dedication – along with the ability to look deep within, be uncomfortable and answer the tough questions.

To build a Kick Ass company, you must achieve three objectives: Find Your Mojo, build Legendary Leaders, and create Hell Yeah teams. Whether you are a leader or an employee, through nurturing and building on core company beliefs, everyone plays a role in the success of the company. Giving teams the tools and knowledge they need to be awesome creates engaged employees who want to ‘give’ to the company.

Join us on February 26, 2018 for this exciting and energizing presentation. Keynote speaker Gary Gzik will walk you through the key components of building a Kick Ass company and the steps needed to unlock the power in yours. You will go home with a new perspective on how to build your company from within!

About Gary

Gary Gzik is an international presenter, trainer, consultant, author, workplace zombie hunter and all-around enthusiastic guy who has been inspiring people and organizations for over 30 years.

As CEO of BizXcel Inc., Gary has worked with hundreds of organizations and over 10,000 individuals through his training and consulting work in the areas of: leadership development, team building, personal development, conflict resolution, train the trainer, effective communication skills, strategic planning and customer service excellence.

He believes that every person and organization has the ability to be exceptional. This philosophy has gained him a solid reputation for producing great results.

He awakens thoughts that motivate people to change the way they look at their lives and the way they do their work.

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NAEO 2018

Hilton Fort Lauderdale Marina

The Hilton Ft Lauderdale Marina will be our home away from home while we cruise toward tomorrow, learning and networking with friends old and new, at NAEO’s 2018 conference.

Hotel Highlights Include:

  • Water taxi stop combines sightseeing & transportation
  • Complimentary beach shuttle to Fort Lauderdale Beach
  • Waterfront views of the Intracoastal Waterway & Port Everglades
  • Marina featuring 33 boat slips

If you need, the hotel offers a whole host of business amenities including:

  • Audio/Visual Equipment rental
  • Business Center
  • Express Mail
  • Notary Public
  • All the standard office equipment

For those traveling with children the hotel offers babysitting services and a children’s menu, cribs and highchairs.

For the health conscience, there is a beautiful pool, jogging and walking tracks, a fitness room and sight-seeing tours.

Besides the beautiful airy rooms and suites, the hotel offers 24 hr concierge services, florist, foreign currency exchange, gift shop, local area transportation, and guest activity/tour/recreation desk.

The hotel offers a variety of delightful dining options. The Antea Lobby Bar and Longue is available morning noon and night. Unwind at The G and gaze out at mega yachts while you drink and dine. You can enjoy Nanking for Asian fusion dishes inspired by ancient culinary tradtions. Or you can stay in and relax while you dine in the privacy of your room ,suite or yacht.

For more information, there is a great pdf on the hotel’s website that includes a map of the area, a list of things to see and do and restaurant recommendations.

Don’t waste any time, make your reservations and join us in sunny Florida.

Book Your Room

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NAEO 2018

A-Z Guide: Things To Do Around Fort Lauderdale

Need something for the family to do while you are at Conference?

Need something to do in your down time from Conference?

Check out this A-Z Guide of Things to do around Fort Lauderdale.

5 star Segway tours
Artspark at Young Circle
Bluefoot Pirate Adventures
Buehler Planetarium
Butterfly World
CB Smith Park
Cycle Party
Dolphin World
Esplanade Park
Flamingo Gardens
Ft Lauderdale Ghost Tours
Hollywood Oceanfront Boardwalk
Isle Casino Racing Pompano Park
Jungle Queen Riverboat
Long Key Natural Area& Nature Ctr
Ocean View Rickshaw
Port Everglades
QQuest Escape Games
Sample-McDougald House
Ultimate Florida Tours
Waterway Adventures
Xtreme Action Park
YOLO Boat Rentals

For more information check out

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NAEO 2018

Top 10 Things To Do In Fort Lauderdale

Fort Lauderdale Beach

Enjoy the boardwalk and the sand along with shops, water sports, golf and more. 5 miles away

Intracoastal Waterway

Hop on and off the boats that cruise along this lovely waterway, home to upscale homes and yachts

Las Olas Boulevard

Shops, dining and nightlife are the highlight of this mix of trendy chic and old Fort Lauderdale

Boat Tours

Choose from sport fishing, sailing, river boating, sightseeing and pirate tours

Las Olas Beach

Located just 2.8 from our hotel, the well-kept Las Olas beach has it all

Bonnet House & Gardens

Ride the garden shuttle after touring this beautiful house, only 4.2 miles from the hotel

Antique Car Museum

If you are a car buff and like to walk, this museum is just 1.6 miles from the hotel

Everglades Holiday Park

Think airboat rides and alligators. If you want some adventure, only 30 minutes away

Hugh Taylor Birch State Park

Great family fun! Wildlife and outdoor sports are booming just 6 miles from the hotel

Endless Golf

The hotel is within 10 to 30 minutes of some of the best courses.

For more information check out

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Brian Torvik

Looking Ahead

by Brian Torvik, Sales Engineer and Major Clients Advocate

Today's critical, 24x7, healthcare and call center environments demand systems that recover from error with high availability. It is quickly becoming the norm that a system can failover automatically to a fully-functional backup in seconds, not minutes, in the event of an emergency and minimize its impact upon critical operations.

AMTELCO strives to provide quality solutions and applications that not only exceed our customers' expectations in terms of functionality and ease of use, but also provide backup and failover options that are on par with contemporary technology standards and are satisfactory in the eyes of today’s demanding IT departments.

AMTELCO's Genesis Intelligent Series, in addition to providing its own method for monitoring and failover to a secondary server, supports the option of integrating with a site’s existing high availability solution, such as VMware vMotion and Microsoft Windows Server Failover Clustering. The Intelligent Series database, just as crucial to the system’s operation as the applications server, is designed to utilize an enterprise's existing Microsoft SQL Server backup and failover strategy such as SQL Server Always On Availability Groups.

With the introduction of AMTELCO's Genesis soft switch, built on an Asterisk core and running on a Linux-based operating system, AMTELCO was presented with a new challenge. While a number of open-source tools for the monitoring and failover of Linux systems and applications already exist, enabling an IT department already facile with Linux to put together a roll-your-own approach for Genesis high availability, a number of our customers are not yet familiar enough or comfortable enough with Linux and its accompanying ecosystem of tools to roll their own.

AMTELCO wanted to provide a reliable, easy to use failover mechanism that customers lacking Linux expertise could utilize to add high availability to their Genesis soft switch. Towards this end, AMTELCO has partnered with Telium, a leading provider of high availability technology for the open-source Asterisk platform. AMTELCO and Telium worked together to develop an integration between AMTELCO's Genesis switch and Telium's widely deployed and well documented HAAst (High Availability for Asterisk) high availability solution.

HAAst enables two Genesis servers to be combined as peers into a single server cluster. HAAst monitors the health of both servers to determine an overall system health score. From CPU and memory utilization, to operating system errors, to hardware and software failures, to degradation and errors in SIP trunking, HAAst sensors continually monitor both Genesis servers. In the event of a critical error condition or sufficiently low health score involving the primary server, HAAst performs an automated failover from one Genesis peer to the other in a matter of seconds. In a failover incident, the secondary server becomes the new primary server with the original primary being demoted to the secondary role. Telium’s HAAst provides a convenient web interface with the capability for an administrator to monitor the health of both Genesis servers as well as to initiate a manual failover from one server to the other. This manual capability is useful for application testing as well as for planned system maintenance.

While monitoring the Genesis servers, HAAst constantly is performing synchronization to ensure that all data between the pair, and everything Genesis requires to operate, remains consistent and up-to-date. Telium designed the HAAst synchronization technology to ensure that no corruption of data can occur during a failover event, whether it is planned or unplanned.

During a failover event, any current calls and SIP phone connections to Genesis will be terminated. Within seconds, however, as the secondary Genesis becomes active, the SIP phones will automatically reconnect to the newly promoted Genesis server and make telephony and application services available and fully functional. This is made possible by configuring Genesis with a single floating IP address for telephony that is shared between the pair of Genesis servers. With HAAst, the days of having to close the primary instance and launch a secondary instance of a client application or a SIP softphone configured to connect to a distinct backup server are gone. With HAAst, everything on the client side is handled automatically, without manual agent or supervisor intervention.

While the details of all configuration options and network topologies are beyond the scope of this article, HAAst is extremely flexible and can be configured to support single or dual data centers, shared or dual VoIP IP addresses, DNS redirection, VPN tunnels, LAN extensions, and much more. HAAst almost certainly can provide an option that will work with Genesis within the context of your data center and network architecture.

AMTELCO and Telium have worked together to provide HAAst as a certified, well-documented, stand-alone product compatible with AMTELCO's Genesis soft switch. Available for purchase from Telium, HAAst can be installed and configured to work seamlessly with Genesis by following Telium's documentation on installing and configuring HAAst for Genesis.

For those who require assistance with installation and configuration, or who prefer ongoing support, Telium offers an optional annual support package. Both AMTELCO and our customers who have relied on Telium’s support for installing, configuring, and testing HAAst with Genesis have come away from the experience impressed with the availability, technical knowledge, and professionalism of Telium's technical support team and we trust that you will be impressed as well.

For more information on Genesis and HAAst, feel free to contact your AMTELCO sales representative or project manager, or follow the links below to read up on these topics:

Genesis 2017 (PDF)


Brian Torvik is a sales engineer and enterprise customer advocate in the 1Call division of Amtelco, a developer and supplier of call center and communications solutions located in McFarland, Wisconsin. Contact him by e-mail at

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Webinar Wednesdays: What a Wonderful Day to Learn Something

by PDC

Webinars were pretty action packed this year-Here is a quick RECAP of the last quarter.

Billing Link 5 was such a popular topic that on August 23 we had a repeat performance, with 67 registered. Billing Link 5 goes straight to the raw data in the MDR and CTE. It analyzes each call, adds up the stats you bill and generates a call detail line item that has the same totals!

Scheduling can be such a nightmare, but if you attended the webinar on September 20 present by Sabrina and Nora, we learned The Challenges of Scheduling Fixed Vs. Rotational. It was a lively open discussion of the pros and cons of a fixed or rotational schedule or a hybrid mix of the two. We had 66 registered for this event.

The next webinar was our quarterly PDC/Amtelco Presents event. Gunther Knutson from Amtelco introduced our 35 registrants the new and improved Import Wizards. And showed us the improvements made to our IS transformers with automatic migration to Genesis. No more manual entering of all that data. The spotlight was IS transforms directories!!!

IS Summer Series follow up gave attendees of the August summer series an opportunity to ask question or get help with concepts that they learned in Washington this Summer. There were 15 in attendance, our Summer Series instructors did such an excellent job that this webinar ended early for lack of questions.

One of our most anticipated webinar had 82 registered. Failover Clustering with TAS United presented by Alex MacLennan. Windows Failover Clustering is a highly automated high-availability platform. It allows multiple servers act as one (called a cluster) so that any one server failure does not cause downtime. Clustering has many applications for Amtelco equipment owners, most notably in creating highly available IS Servers, SQL servers, and other back-end Amtelco services.

Our last webinar had 44 registered and was again presented by Alex MacLennan with TAS United. TAS United VL Cloud Backup is a sister application to Voice Logger. This software securely moves your voice logger recordings and snaps to Amazon’s cloud storage platform. This software can help you seamlessly enforce HIPAA compliance. Recordings are encrypted in transit using SSL and encrypted at rest using server-side encryption. This is an important feature, as it maintains HIPAA compliance throughout the process.

Your Professional Development Committee is hard at work lining up quality webinars for 2018.

If you or someone you know are passionate about a topic and would like to present or if there is a topic you’d like to know more about, please contact the PDC at

And remember all webinars are recorded and available on the NAEO website Webinar Archive.

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David Drenk

Network Encryption Modes

by David Drenk
All rights reserved © December 2017

The Advanced Security settings in Intelligent Series (IS) Supervisor can be used to encrypt network packets transmitted between the IS Server and IS client applications. This encryption is built into the IS application and does not require any additional technology such as third-party certificates. The Network Encryption Mode can be set to “None,” “DES,” “AES 128,” or “AES 256.”

The Network Encryption Modes setting is found on the Advanced Security page in IS Supervisor System Setup.

To access the Advanced page, click the System icon on the IS Supervisor Toolbar.

The System Setup pages are displayed.

Click the Security hyperlink on the System Setup Navigation Menu

Hyperlinks for the Permission Groups, Password Rules, and Advanced pages are displayed.

Click the Advanced hyperlink.

The Advanced page is displayed.

Network Encryption Modes

The Network Encryption Modes setting is used to encrypt all network packets transmitted between the IS Server and IS client applications.

When the Network Encryption Mode is set to “None,” no encryption is used when transmitting data between the IS Server and client applications. This is the least secure mode, as the data is transmitted in plain text.

• To disable encryption of IS network packets, select None. (Not recommended)

When the Network Encryption Mode is set to “DES,” the Data Encryption Standard (DES) is used to encrypt data packets between the IS Server and client applications. This encryption standard is better than no encryption, but is no longer considered secure by industry standards.

• To encrypt IS network packets using the Data Encryption Standard, select DES. (Recommended only in situations where AES is not available)

When the Network Encryption Mode is set to “AES 128,” the 128-bit Advanced Encryption Standard (AES) is used to encrypt data packets between the IS Server and client applications. This option is provided for compatibility during upgrades from versions of IS Supervisor that did not offer AES 256.

• To encrypt IS network packets using the 128-bit Advanced Encryption Standard, select AES 128.

When the Network Encryption Mode is set to “AES 256,” the 256-bit Advanced Encryption Standard (AES) is used to encrypt data packets between the IS Server and client applications. This standard is recommended.

• To encrypt IS network packets using the 256-bit Advanced Encryption Standard, select AES 256. (Recommended)

After selecting a Network Encryption Mode, click the Update button to save your changes.

Note: Changes made to the Network Encryption Mode do not affect current client application connections. Changes will take effect upon the next login.


  • IS Server 5.00.6333.24683 or later
  • IS Supervisor 5.00.6263.12 or later
  • Infinity Telephone Agent 5.60.6263.11 or later (optional)
  • Soft Agent 5.00.6263.16 or later (optional)
  • IS Web Scripting 5.00.6263.00 or later (optional)
  • IS Web 5.00.6263.01 or later (optional)

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