January 2015

Regular Columns

From the Editor
By Kelli Harrigan

Get Inspired
by Gary Blair

by Michael Goumas

10 Basic Customer Service Reminders
by Nancy Friedman

Featured Articles

Maryann Wetmore Leadership Development Fund Launched
by Sharon Campbell and Mike Leibowitz

2014 Curtin and Collins Scholarship Award Winners

Dr. Zimmerman's Tuesday Tip

NAEO Conference Details
by Laurie Blow

Register Now for the NAEO Conference

Upcoming Webinars

Amtelco Annex

SIP Features Enhanced for Infinity
by David Drenk

Enforce Complex Password Requirements with IS Password Rules
by David Drenk

Kelli Harrigan

From the Editor

By Kelli Harrigan

New Year, Fresh Start...

It’s hard to write a letter from the editor for January without talking about resolutions and goals and the like. But the start of every year does certainly offer the opportunity to think about where we’ve been and where we would like to go in the coming year. I am not one to come up with resolutions that I know will likely not end up being fulfilled — I’d rather focus on the journey that lies ahead.

This past year has been an interesting one, but most definitely the end of the year was filled with a sense of loss and sadness over losing one our own, Maryann Wetmore. It was also an opportunity to remember and celebrate the wonderful woman that she has been to all of us. Maryann was so vibrant and full of life, it is still hard for me to believe that she is gone. Many of you may not realize what a role she played in getting me involved in NAEO — I’m sure most assume that because my parents were involved in NAEO, it was only natural that I follow in their footsteps. But it in reality, it was “The Telephone Lady” who pulled me in while attending a conference in San Diego — she encouraged me to run for the board and then quickly asked me to get involved in a nice little easy committee called the Conference Committee! And I never looked back — she was a role model for many of us in her dedication to serving an industry that she was so passionate about. I am honored to have counted her among my friends. We will pay tribute to Maryann at the NAEO Conference in Orlando as well, so please be sure to join us! Read further on to learn about the Maryann Wetmore Leadership Development Fund that has been created by several of her friends in the industry.

Thinking of the triumphs and struggles of Maryann and many others in my life, it makes me want to grow into a better version of myself in 2015 — tackle some new challenges, be open to some new adventures and live in the moment. Being “present” in all aspects of life can only bring more positive momentum to our professional lives, but to the personal as well and hopefully blend them together in a meaningful way. I hope your 2015 has gotten off to a wonderful start and is just the beginning of an fabulous journey!

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Get Inspired

Submitted by Gary Blair

Life goes by so very fast, my dears, and taking the time to reflect, even once a year, slows things down. We zoom past so many seconds, minutes, hours, killing them with the frantic way we live that it’s important we take at least this one collective sigh and stop, take stock, and acknowledge our place in time before diving back in the melee. Midnight on New Year’s Eve is a unique kind of magic where, just for a moment, the past and the future exist at once in the present. Whether we’re aware of it or not, as we countdown together to it, we’re sharing the burden of our history and committing to the promise of tomorrow.

~ Hillary DePiano

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by Michael Goumas, ProComm

I.S. Dispatch Send to Dispatcher

Before there was Contact Based Architecture there was IS Dispatch and the element Send to Dispatcher. I like this feature as I have control of when and where the call will be sent upon going to the “dispatcher”.

With the Send to Dispatcher element, you control everything about the dispatch that is created.

Upon opening the Send to Dispatcher element, you are presented with something like this (except that everything is blank).

  • Name is what you see in the Dispatcher table at the top left of the actual dispatch when you aren’t on the account.
  • Info is what you want to see when you Fetch the account or you are on the account to see the dispatch. Typically I have _summary in there as I like to show the message before they jump in to the dispatch.
  • Priority is where the message shows up in Telephone Agent on overdue messages when you have the Show All unchecked. High priority has a blue arrow pointing up, low priority is the blue arrow pointing down and a red exclamation mark for normal priority. This only affects how the calls are viewed in the Telephone Agent. This does not affect priority of calls being generated from Infinity (calls coming due).
  • Color: you can set the color from None to Blue, Yellow, Red, Green, Orange, Purple. Resume at Screen is where you want the script to restart when the Resume Dispatch key is pressed.
  • Screen mode: by default it is set to (none). You can tell it to do (none) even if you have screen modes on the screen.

The Distribution tab is you telling how the call that is being generated in Infinity is going to be generated based on CDT or Station, but not both. If you have it set to a Station that will override your CDT settings. In the above settings, I have None for station but the CDT is 10 for a dispatcher call distribution table.

The Groups tab is configured for what dispatchers see what dispatches. If you set it to All Groups, that means any dispatcher can see the dispatch being created. If you do select a Dispatch Group, please make sure your dispatchers can see that group. This doesn’t stop them from getting the Infinity call— but it does stop them from seeing the dispatch in the Dispatch Table or when they are on the account. The dispatcher can still Resume Dispatch and get in it. This is just a limiter to what the dispatcher can see. Now I thought a good use of Dispatch Groups is to use this as a “vertical” designator (i.e. HME, Hospice, Funeral Home, Home Health, HVAC). This Dispatch Group shows up on the bottom right of the dispatch in the Dispatch Table in Telephone Agent when the dispatcher is not on an account. This would be below the Due time. Be sparing in the number of characters in the Dispatch Group as Funeral Home shows up as Funeral Home. By the way, Dispatch Groups are configured/named in the Agent tab in IS Supervisor.

The downside to using Dispatch Groups as verticals is that you need to remember to change the Dispatch Group in your script (every Send to Dispatcher would need to be changed). You wouldn’t want a Funeral Home showing up as an HVAC in the dispatch table. It is just one more thing to remember when you are copying from templates.

The Time Settings tab gives you control of when you want the dispatch to come due. You have three options on the Specify when job is due: Immediately, At specified Interval and At specified date/time.

Immediately: This will create a dispatch immediately based on a few things. The first thing the system looks at is “Is the operator taking the message a Dispatcher as marked in Infinity supervisor?” If the answer to this question is Yes, then it resumes immediately where the Send to Dispatch told it to (it acts like a Navigate to), regardless of the CDT. Note about this: your message has not been saved at this point. If you cancel the message, you have lost it. If the answer to that question is No, it will create a new call on the specific operator station if using Use Station Number in the Distribution tab or it will create a new call on a distribution table if using CDT.

At specified interval: This tells the dispatch to come due at whatever interval is set, in minutes or hours. 1 minutes is the lowest setting at this point. When it comes due, it follows the Use Station Number or CDT in the Distribution tab.

At specified date/time: This one is unique, as you can basically do immediately and at specified interval with this function as well. You are telling it to come back at a very specific time. You must format it with the date/time settings. You cannot specify just a time component without a date. Usually I have a script field called AddTime that I specify in minutes to come due if I need a variable dispatch time. If I want it to come due as Immediately, I set AddTime = 0. If I want it to come due in 5 minutes I set AddTime = 5. Then in the window, I set it as an Advanced Expression:

Since the DateAdd uses the current date and time in the correct format it just adds the AddTime minutes to it. If you wanted to set it for March 9 at 10am you would just type in the window without having to use the Advanced Expression 3/19/2014 10:00 AM. But that isn’t very helpful — especially because you don’t want to have to go in to the script every time to change it.

Let’s look at protocol of holding calls between 10pm and 5am. You would set up the Advanced Expression as:

The way to read this… if the current time of day is between 12am and 5am set the dispatch time for same day at 5am, else if the current time of day is between 5am and 10pm set the dispatch time for now, else set it for the next day at 5am.

Now a simple case of using the Send to Dispatcher: Wake-up calls

This is the most basic of scheduling using the Send to Dispatcher and using a field the operator typed.

The operator just types the date and time the dispatch comes due, and then the script uses that field to set the dispatch.

Now for something completely different. I know a lot of places ask the dispatcher how long they want the dispatch to be set for. Ponder this Advanced Expression for At a specified date/time:

If the AddTime is left blank, it sets it for a default of 5 minutes
     Else if there is a d in the field it assumes you are typing 1d or 2d and sets it for +Addtime days
     Else if there is an h in the field it assumes you are typing 1h or 2h and sets it for +Addtime hours
     Else if there is an m in the field it assumes you are typing 1m or 2m and sets it for +Addtime minutes
     Else if there is a : but no / it assumes you are only typing a time component, then it determines if the time entered has
     already passed in the current day and then sets it for the next day. If it hasn’t passed then it sets it for the same day at the
     appointed time
     Else if there is a : and / then it assumes you are specifying a time and date.
     Else it says it is a number of minutes and sets it +AddTime minutes.

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Maryann Wetmore Leadership Development Fund Launched

By Sharon Campbell and Mike Leibowitz

Maryann Wetmore, a past president of both ATSI and NAEO, passed away with her family by her side on December 19, 2014 at 6:15pm. She fought a courageous but difficult and short-lived battle with pancreatic and liver cancer.

Maryann had a very distinguished career in the Tele-service Industry.

She served on the Board of Directors for NAEO, and was NAEO president. Her work at NAEO included the chairmanship of many committees.

Maryann was actively involved with STA and was a long-time member of CAM-X.

Maryann had been an extremely active ATSI member. Besides her recent term as ATSI president, she sat on the Board of Directors for two terms. She added her boundless talents and enthusiasm to many committees, including: Membership Co-Chair (several terms), Marketing Committee, Education Committee, Conference Committee (several terms), and Survey Committee Co-Chair.

She served as Board Member and President of the ATSI Education Foundation. Another significant contribution was her leadership on the ATSI HIPAA Committee for the last 4 years. Her accomplishments as the HIPAA Chair include moving the Agent Training program data to a new and improved server location and revamping the software to accommodate regulatory changes. ATSI members looked to her as the “go-to” person for day-to-day issues regarding the HIPAA Agent training program up to late 2014, when her illness forced her to step back. It was her relentless dedication to perfection that led to the success of the ATSI HIPAA Agent Training Program.

At the recent ATSI conference in Nashville last June, many of us saw her for the last time when she was the first person to be awarded the Lifetime Achievement Award from the ATSI Education Foundation. Several family members were there to proudly witness this event.

Maryann was fondly known as the “Telephone Lady” for her never-ending imagination in creating a unique wardrobe to promote her passion for the tele-services industry. She was also known for her endless optimism, often mentioning that she only needed to hold her “Buddha, Star of David, and Rosary” to get through any challenge.

Maryann served as ATSI President during the transition of management teams. Coincidentally, she was NAEO president when the association changed its management company.

Maryann was also a very active member of the “Mustang Sally’s” Krewe of Tampa, Florida. Her passion for the Sally’s greatly enhanced their charitable efforts.

Maryann is survived by her parents, Dee and Johnie Wetmore-Howard, her brother, Scott Wetmore, her sister, Jane and Kenneth Wetmore-Silas, and sister-in-law Jane Bishop.

The Wetmore family moved from White Plains, New York to Tampa, Florida in 1956. Maryann’s mom, Dee, was a single parent who started an answering service in Tampa. As the eldest daughter, Maryann accepted her role as “big sister” and assistant to Dee with great joy.

Aunt “Mare” also leaves behind six nieces: Holly Jean, Christy, Megan, Diona, Lindsey and Autumn, as well as three great-nieces (Paisley, Gracie, and Capri).

A group of industry members has created The Maryann Wetmore Leadership Development Memorial Fund in her memory. The goal of this fund is promote education opportunities for industry members who seek leadership education or training. This is a fitting goal, as it was Maryann’s lifelong passion to share knowledge, provide leadership, and create opportunities.

The fund will be administered by ATSI and contributions will be gratefully accepted by the ATSI office at:
     Maryann Wetmore Leadership Development Fund
     222 South Westmonte Drive
     Suite 101
     Altamonte Springs, FL 32714

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2014 Curtin and Collins Scholarship Award Winners

NAEO is pleased to announce the 2014 Curtin and Collins scholarship award winners:

Christina Collins Educational Scholarship Fund Recipient: Sabrina Perron, Image 24

This scholarship is bestowed on a worthy employee from a NAEO member’s office for the sole purpose of attending the annual NAEO conference or any other seminar or training sponsored by NAEO within 16 months from the date awarded. Congratulations, Sabrina!

William and Eleanor Curtin Scholarship Recipient: Stacy Lee Laboriante, Advantage Answering Plus

NAEO offers this scholarship to an individual who is motivated, curious and who has chosen Telecommunications as a career. The recipient receives a $500.00 cash award to be used to attend a conference or educational course or for the development of an innovative approach to call center management in his or her office. Congratulations, Stacy!

We received many outstanding applications this year and to have been selected speaks highly of your accomplishments.

Congratulations to these members, and a big thank-you to all those who applied this past fall. Additional information on each scholarship can be found at www.naeo.org.

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Dr. Zimmerman's Tuesday Tip

"They always say that time changes things, but you actually have to change them yourself."
~ Andy Warhol, American painter

Dr. Alan Zimmerman's Personal Commentary:

Over the years, you've probably heard a variety of motivational speakers. And you've probably heard them say, "Ya gotta have goals. Ya gotta have goals."

And I have to admit that I unwittingly bought into their "gospel of goals," until I realized you don't have to have any goals. You don't have to amount to anything. You can just plain exist. And even then, you wouldn't be totally worthless. You could always serve as a pitiful example.

As I've matured and acquired more insight, I modified my belief on goals. I now tell my audiences, "You don't have to have any goals — unless you want to be a success."

And I figure you're one of those people who want to be a success because you're reading this "Tuesday Tip". Good for you!

So what does it take to be a success? I reveal the complete answer in my new book, released on December 5, 2014, The Payoff Principle: Discover The 3 Secrets For Getting What You Want Out Of Life And Work. It includes 3 GREAT BIG secrets that will transform you and your work forever.

For the moment, however, let's look at a few of the smaller but nonetheless important strategies you can use to move yourself along the path of becoming a success.

1. You've got to replace BIG TALK with consistent action.

I'm sure you know some people who are really good at talking about what they're "gonna do someday". But every time you see them, whether it was a week ago, yesterday, tomorrow, or a year from now, they're pretty much in the same place they've always been. They're all talk and no action.

They're like the people that comedian Dave Gardner refers to in his story about two men who went to work for a construction company on the same day. They were each given a shovel and told to dig. The first man worked with fervor, tearing into the soil as if his future depended on the job he did that day. The second man was more of the big talker-little action kind of guy. He leaned heavily on his shovel, surveyed the construction site, and said, "Someday I'm gonna own me a company like this. I might even own this one. I'm gonna have about 400 people on my payroll. I'll own 47 trucks, 14 tractors, and 3 Caterpillars. Gimme another drink of water."

Twenty years passed. The first man, who diligently applied himself to his task, is now the president of the company, makes $200,000 a year, drives a Cadillac, and vacations in Europe.

The second man is still leaning on the shovel, telling anyone who will listen to him, that "Someday I'm gonna own this construction company. Gimme another drink of water."

The difference is obvious. Success goes to the work-hard person a great deal more often than it does to the blowhard person.

2. You've got to replace doubt with confidence.

For example, you might think there is no way you could learn the new procedures required at work, change your behavior so you could be a more loving husband or wife, and or run a marathon. But that's your doubt speaking, not your true inner core filled with possibilities.

Take Pete Strudwick, for example. He could have thought there was no way he could run a marathon of 26 miles and 385 yards. After all, he had no feet. But this 47-year-old man has run over 30 marathons, running on stumps. When someone asked him how he could run 26 miles with no feet, he replied, "You don't lean backwards."

What a marvelous metaphor for success. You don't lean backwards with doubt — but lean forward with confidence.

If you don't have the confidence you need, try this. Before you leave your house each day, stand in front of your mirror, stand straight, pull your shoulders back, give yourself a big smile, and tell yourself, "Friend, you look terrific. You're a winner. There's greatness in you and something good is going to happen to you today!"

Of course you'll feel silly the first few times you try this. But if you force yourself to do it every day for 21 days, you will be amazed at the results you get. You've programmed yourself with confidence and pushed your doubts aside.

3. You've got to replace behavior that is "good enough" with behavior that is purpose filled.

The football coach for Georgetown University, Lou Little, witnessed this as he watched one of his mediocre players transform himself. This particular player never played more than a few minutes in a game even though he was on the team for four years. Even as a senior, he only got in a game the last few minutes, and only on those occasions when Georgetown was ahead by 20 or 30 points.

One week before the last game of the season, the final game in this young man's football career, the young man's father died. He went home to be with his mother and bury his father.

Coach Little called the young man at home and said, "Son, you don't need to come back for the game this weekend. You stay with your mother; that's where you belong. We'll get along without you on Saturday."

On the day of the game, as the team dressed in the locker room, Coach Little looked up to see this mediocre player walk in. The coach said, "Son, I don't understand. I told you we'd handle things. You didn't need to come back."

His player replied, "Coach, this is the big game of the year. If you need me, I want to be here."

Coach Little was impressed by the young man's attitude. When the team went on the field to warm up, the young man went up to his coach and said, "I want to ask a special favor. I want to start the game today."

Coach Little was surprised. This player had never started a college football game, but he was impressed by the young man's spirit. There seemed to be something different about him today. So he said, "All right son, I'll let you start your final game, but I might have to take you out after a few minutes."

With the kick of the first ball, the young man played like a man possessed. For 60 minutes he never came out of the game. He was driving, slashing, hitting and tackling like an All-American football player.

After the game, Coach Little went to him and asked, "Son, how did you do that? I never saw anyone play football like that before. You were outstanding. How did you do it?"

The young man replied, "Coach, you never met my daddy, did you?" "No son, I never had that pleasure." said Little.

The young man asked, "Did you ever see me walking arm in arm with my daddy across the campus?" Little replied, "Yes, I saw that a number of times."

"Not many people knew my daddy was blind. Today was the first game my daddy ever saw me play. I played for my daddy today!"

A mediocre football player rushed past mediocrity and into extraordinary behavior once he identified a purpose for giving it his all. And a change in your purpose or attitude can do the same thing for you. In fact, your whole life can be changed if you've got a purpose and the right attitude.

You may be facing some intimidating situations or have to deal with some difficult people. But you can handle those situations and those people with the personal power these three strategies will give you. Indeed, the more personal power you have, the less intimidated you ever have to be.


Who intimidates you? What kinds of people are the most difficult for you to deal with? And what are you doing to increase your personal power?

Want More on Today's Topic?

Today's "Tuesday Tip" was inspired by Dr. Zimmerman's keynote "The Payoff Principle." Learn more about the program and how to ensure the success of your people and your organization.

If you enjoy the "Tuesday Tip", take a moment to forward it or subscribe!
OR Share the Tuesday Tip on Twitter, Facebook, Google+ or LinkedIn

About the author:
©2014 Dr. Alan R. Zimmerman. As a best-selling author and Hall of Fame professional speaker, Dr. Alan Zimmerman is focused on "transforming the people side of business." His keynotes and seminars are noted for high content, high energy, and high involvement that transform people's lives and the companies where they work.

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10 Basic Customer Service Reminders

by Nancy Friedman, the Telephone Doctor

Doing the little things right is a key component to building a culture of service within any organization. While most formal training courses take a bit of time to complete, here are ten quick service thoughts you'll be able to implement immediately:

Be a Double Checker

Learn to use those words when talking with a client. Everyone loves it when you double check something for them. Even if you're pretty sure the item is out of stock or the appointment is filled or there's no room available, it sounds so good to hear, "Let me double check that for you."

Pretend it's You

If you're working with a customer, either on the phone or in person, and they need something, pretend it's you. What would you want to have happen? What would make you happy? What would make you satisfied? Here's a great place to remember the golden rule: "Do unto others as you would have them do unto you."

Get Involved

Let your customer know you're on their team. If you're ringing up a purchase for someone, mention how nice their choice is. If you're helping someone with a trip of some sort, get excited with them. When customers feel as though you're part of the package, they love it.

Stay Focused

Eye contact is critical in delivering excellent customer service. Heads that turn on a spindle and look everywhere but at the customer get very few good marks in customer service. Eye contact shows you are listening. If you're on the phone, eye contact is definitely difficult. We can, however, learn to stay focused on the phone. Don't type unless it pertains to what you are doing. Don't read something while you're on the phone with a customer ... STAY FOCUSED on the caller. We need to stay focused without eye contact.

Do Something Extra

There's usually always "something" you can do for the customer that's extra. In most cases, it won't even cost very much. Example: Keep a stock of penny lollipops for kids when they come into your store with the moms. Or a balloon. Or coloring books. Spend a few dollars if you have the budget for those "giveaways." Nail clippers ... key chains ... customers love that something extra, oddly enough, even if they can't use it. The thought of getting something free is very special to the customer.

Show Your Teeth

(In Telephone Doctor language that means to smile.) There are many people who think they're smiling, but aren't. So Telephone Doctor's motto is: Show Your Teeth. Smiling is one of the best customer service techniques there is. It's so frustrating to walk into a store or call some place, and not see or hear a smile. And, yes, you can hear a smile!

Ask Questions

A super way to offer superior customer service is to ask questions. Build on what the customer is talking about. Listen for one or two words that you can ask something about. Even a simple, "Tell me more," will work. Once the customer is talking, you will be able to help them much better.

Use Complete Sentences

One-word answers are semi-useless in customer service. And one-word answers are definitely perceived as rude. "Yes," "no," and the like, tell the customer, "I'm not really interested in you or what you need."


Most people have what Telephone Doctor calls the Care gene. Some of us use it more than others. We just forget we have it. Learn to care what your customer's needs are. Care what they are referring to. Care about your customers and they will take care of you.


Laughter will lighten the load. Everyone likes to laugh. Some, even in the darkest moments. Take the time to laugh and enjoy your customers.

Put any one of these Telephone Doctor customer service skills and techniques tips into action and watch what happens. They intertwine with each other and make customer service special. Use all ten methods of customer service and expect more business.

>>>Get our free Customer Service eBook here

We encourage you to forward this newsletter on to friends and co-workers. Or reprint it in your own publication. Our reprint signature is simple: "Reprinted with the permission of Telephone Doctor Customer Service Training. www.telephonedoctor.com"

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Laurie Blow

NAEO Conference Details

By Laurie Blow

2015 NAEO Annual Conference

NAEO gives its hearty thanks to our 2015 Platinum Sponsor, Amtelco. Get ready to join your fellow NAEO members in Pursuing Excellence through Education and Collaboration at the 2015 NAEO Annual Conference. This year’s conference is located at the beautiful Rosen Shingle Creek in Orlando, FL!

The learning will kick off on March 7 and 8 with an Advanced IS Training Seminar. This is a hands-on program taught by industry leaders and space is limited, so register today at www.naeo.org! Sunday afternoon, March 8, Amtelco will host its Amtelco University from 2:00 to 5:00pm. Don’t miss this session to gain tips and tricks for maximizing your use of your equipment!

Sunday evening’s opening reception will be a fun and lively event with a Spring Training Baseball theme. Gear up in your favorite baseball team wear and join your fellow NAEO members in swinging for the fences. Help us turn rookies into MVPs as new NAEO conference attendees join veteran players for a night of networking!

Our conference is packed with two keynotes: Jake Poore from Integrated Loyalty Solutions and Harris Rosen, winner of the 2011 National Philanthropy Day Lifetime Achievement Award as well as over 20 other sessions appealing to all attendees from owners, to hospitals to I.T. managers. Here are just a few samples of what is in store. For a full list of session descriptions and speaker bios, please visit www.naeo.org.

We want to highlight the following conference sessions for you:

Legacy Infinity versus Intelligent Series

Marie McGuire, AnswerTel Inc., Robert Donnelly, Crocker Communications, David Dees, AnswerPro Limited, Ian Cooke, Answer 365.
Both are powerful yet completely different applications of technology with sharply contrasting advantages. Learn the differences between legacy Infinity, enhanced legacy Infinity, hybrid IS and pure IS implementations. Decide which is most appropriate for your needs and those of your clients.

Integrating Your Amtelco Equipment with E.H.R. Systems

Bryan Weinstein and Joe Pores, Call 4 Health
Amtelco Systems are the backbone of your call center. In healthcare, we are faced with many obstacles and challenges that need to be addressed on the fly. We can show you how you use Amtelco and IS to navigate your peripheral applications to make it more efficient for your team.

Running a Successful Multigenerational Call Center

Desiree Bombenon, Surecall Contact Centers, LTD
Imagine the combination of four or five generations in the workforce today, working side by side and needing to communicate and understand each other's thought process in order to work harmoniously together. That is the reality of our work environment today, that not only connects race, religion and gender but also age as a diversity. Join us for a meaningful and healthy session on successful multigenerational workforce management.


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Register Now for the NAEO Conference

Rosen Shingle Creek | 9939 Universal Blvd. | Orlando, Florida 32819

Early Bird Registration Open Through February 13, 2015

Click Here to Register Now!

Registration is available online through March 9, 2015

Book your hotel now!

Rosen Shingle Creek Hotel Room Rate: $209

Cutoff Date: Thursday, Feb. 5, 2015

Sponsorship Opportunities

Extend your brand identity and marketing capabilities with a strong visible presence at the 2015 Annual NAEO Conference. Take advantage of the opportunity to tie your brand identity not only to the NAEO, but to the educational aspects of this conference. Multiple levels of conference sponsorship opportunities are available.

All sponsorship opportunities are first-come, first-served.

Sponsor Levels

  • Keynote Sponsor: $2,500
  • Opening Reception Sponsor: $2,000
  • IS Workshop Sponsor: $2,000
  • Daily Break Sponsor: $500
  • Exhibitor: $1,200

Register as a 2015 NAEO Conference Sponsor today!

NAEO would like to thank our 2015 Platinum Sponsor, Amtelco.

Thank you, sponsors and exhibitors

Platinum Sponsor

Tuesday Break Sponsor



Call 4 Health

Call 4 Health

Efficiency Expert

Take advantage of our early bird pricing and
register now! Don't miss the hotel cutoff date of February 5!

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Upcoming Webinars

Conference Prep
February 11, 2015 | 2:00 pm ET

Presenter: Lina Cunningham
Host: Lina Cunningham

Pursuing Excellence through Education and Collaboration will be hot topics in Florida. Please join NAEO members and your Conference Committee to learn what the 2015 Annual NAEO Conference will have in store! We will go over what you need to do for the workshops, and give you some insight into the keynote speakers. You will learn what to expect if you attend the Annual Business Meeting, who it's for and why we have it. We will provide information on the hotel, and a bit on the surrounding area as well! This, combined with some travel tips and packing tips, can help the newcomers as well as the veterans be as prepared as possible!

Join us on Wednesday, February 11, at 2pm EST and learn how to get the most out of your NAEO Conference experience!

IS Prep Workshop
February 25, 2015 | 2:00 pm ET

Presenters:Theran Mossholder and Michael Goumas
Host: Theran Mossholder

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

Best Ideas #1
March 25, 2015 | 2:00 pm ET

Presenters:Lina Cunningham
Host: Lina Cunningham

Pursuing Excellence through Education and Collaboration, join us for a recap of the best ideas from the 2015 Annual Conference. If you couldn't make it to every session, this is your chance to find out what you missed. Best ideas, best take away, and overall conference recap.

April 8, 2015 | 2:00 pm ET

Presenters: Kevin Procter, Joel Bishop and Michael Goumas
Host: Deborah Anders

E-Response: Why, When and How do we use it?

Join us on Wednesday, April 8, at 2pm EST for a practical introduction to the power of E-Response.

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david drenk

SIP Features Enhanced for Infinity

by David Drenk

All rights reserved © November 2013

Contact: insider@amtelco.com

Infinity Session Initiation Protocol (SIP) features have been enhanced in Infinity version 5.61.06 or later. These Infinity versions now support blind transfers, P-Asserted Identity, and SIP Outbound Trunk Groups for SIP calls.

Blind Transfers

Infinity now supports SIP blind transfers. Blind transfers are transfers in which the operator transfers the call without remaining on the line throughout the transfer process. To perform a blind transfer, use the following dial string:


Replace nnnn with the number to which you want to transfer the call.

P-Asserted Identity

The Infinity server now can insert a “P-Asserted Identity” SIP header in outbound SIP invites. The P-Asserted capability is required by some, but not all, SIP service providers.

The INVITE request is a SIP message used to establish a call. The P-Asserted Identity in the INVITE header often is used for the Caller ID display.

The P-Asserted Identity is optional per Route. If “Add P-Asserted on outbound calls” is set to “Yes,” the P-Asserted Identity must be set to the value in the P-Assert field on the Board Properties screen of the XDS Technologies VoIP Board in the Boards and Ports screens of Infinity Supervisor. This value usually is a 10-digit telephone number assigned by the SIP service provider. If “Add P-Asserted on outbound calls” is set to “No,” the P-Asserted Identity will not be included in the SIP header.


The Infinity server now can insert an “OTG (outbound trunk group)” SIP header in outbound SIP invites. The SIP OTG capability is required by some, but not all, SIP service providers.

The INVITE request is a SIP message used to establish a call. The SIP OTG in the INVITE header often is used to direct calls to specific lines for dialouts.

The SIP OTG is optional per Route. If “Add SIP OTG on outbound calls” is set to “Yes,” the SIP OTG must be set to the value in the SIP OTG field on the Board Properties screen of the XDS Technologies VoIP Board in the Boards and Ports screens of Infinity Supervisor. This value usually is a 10-digit telephone number assigned by the SIP service provider. If “Add SIP OTG on outbound calls” is set to “No,” the SIP OTG will not be included in the SIP header.


  • Infinity 5.61.06 or later
  • Infinity Supervisor 5.60.23
  • XDS VoIP board

Amtelco Part Number: 232A473

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Kelli Harrigan


Enforce Complex Password Requirements with IS Password Rules

by David Drenk

All rights reserved © November 2012

Contact: insider@amtelco.com

The Password Rules page in Intelligent Series (IS) Supervisor is used to set parameters for the passwords used to access IS applications. These settings allow administrators to enforce complex password requirements for the Agent IDs used to access the IS database from the IS Supervisor, IS Web, Infinity Telephone Agent, Soft Agent, and Mitey Mite applications.

To open the Password Rules page, follow these steps:
On the System Setup Navigation Menu, click the Security hyperlink.
Hyperlinks for the Permission Groups, Password Rules, and Advanced pages are displayed.
Click the Password Rules hyperlink.
The Password Rules page is displayed.

Password Enforcements

Minimum Length

This setting enforces a minimum length for agent passwords.
If Minimum Length is set to 0, no minimum is enforced.

Retries until Lockout

This setting controls how many times someone can attempt to login with a valid agent login name and an incorrect password before that Agent ID is locked. When an Agent ID is locked, it cannot be used to access IS applications until it is reset in Agent Setup on the Login Management page of IS Supervisor.

If Retries until Lockout is set to 0, Agent IDs never will be locked regardless of the number of failed login attempts.

Required Characters

These settings are used to require passwords to contain specific types of characters.
     Lower Case
Select this check box to require passwords to contain at least one lower case letter.
     Upper Case
Select this check box to require passwords to contain at least one upper case letter.
Select this check box to require passwords to contain at least one number.
     Special Character
Select this check box to require passwords to contain at least one of the following special characters:
     ` ~ ! @ # $ % ^ & * ( ) - _ + = { [ } ] | \ : ; " ' < , > . ? /
When you are finished setting password rules, click the Update button to save the settings.

  • IS Supervisor 5.60.4364.22 or later
  • IS Server 3.7.4339.23486 or later
  • SQL Server 2008 or later

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