Newslinks November 2015 - NAEO

January 2016

Regular Columns

Join Us in San Diego!
by Lina Cunningham

Upcoming Webinar

Featured Articles

We Support NAEO

Maryann Wetmore Leadership Development 2016 Awards

NAEO Announces Creation of the Healthcare User Group (HUG)
by Lisa Phillips

Looking Back: My First NAEO Conference
by Jamie Hay

Amtelco Annex

Pat Dye Promoted to Regional Sales Manager

Keep Greetings Fresh with Infinity Dynamic Answer Phrases
by David Drenk

IS Infinity Gateway Check Time Interval
by David Drenk

SMS Modem Pooling Speeds Dispatch Jobs
by David Drenk

Optional Features Added to MSM Contact Web: Oncall, Status, and Directory
by David Drenk

Lina Masri-Cunningham

Join Us in San Diego!

By Lina Cunningham, Conference Chair

Join NAEO members in San Diego at the 2016 Annual Conference. This year’s conference theme embraces the ever-changing landscape of our industry, “Waves of Change and Oceans of Opportunity.” We want to explore these changes while sharing with each other and helping our industry grow and prosper in a collaborative work environment. There will be abundant opportunities to share with your fellow members and to learn from one another in San Diego. Come prepared, ready to learn, share and grow!

NAEO is excited to include four tracks this year at Conference. If you are undecided on who to send or which session you should go to at conference this year, maybe this breakdown of session topics will help! View the sessions here.

Don’t Forget the Pre-Conference Workshop

Advanced Technical Workshop: SQL Databases, What Are They? What Can You Do With Them? - Register Here

NAEO is thrilled this year to feature TWO guest speakers, an Amtelco Presents Q&A, the popular future directions session, and a closed-door owners forum. We know you will leave San Diego with many new ideas, new friends and contacts, and be re-energized to pursue excellence in your call center when you return! Don’t wait - register now!

Back to top

We Support NAEO

The 2016 Conference Committee is excited to announce a new level of conference sponsorship, for members ONLY, called the Members Circle.

Extend your brand identity and marketing capabilities with a strong visible presence at the 2016 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.

Members Circle: $300

Only available to regular NAEO member companies. Associate Members and nonmembers are not eligible. Regular members promoting products and services offered by businesses or interests outside of the member company are not eligible.

Ten available

  • Logo on round table sign as table sponsor
  • Opportunity to place marketing materials on sponsored round table
  • Acknowledgment and listing in the onsite Agenda
  • Listing in online program
  • Company name recognition on the conference exhibitor page of the NAEO website
  • Round table of choice; option to submit suggestions for round table topics to the Conference Committee for review (subject to availability and must receive request by Jan. 30, 2016)
  • Conference Registration/hotel and meals NOT included

Back to top

 

Maryann Wetmore Leadership Development 2016 Awards

On behalf of the Maryann Wetmore Leadership Development Fund Trustees, congratulations to the following recipients of the Maryann Wetmore Leadership Development 2016 Awards:

Lina Cunningham, Extend Communications, Brantford, Ontario, CA (NAEO Board Member, Conference Chair)

Lannette Gerbrick, Focus Telecommunications, Eldersburg, Maryland, USA

Paul Lattamus, Lattamus Communications, Weirton, West Virginia, USA

Lina, Lannette, and Paul have been selected and attended the ATSI/CAM-X Owner's Forum in Savannah, GA, January 10 - 12.

Trustees of the Maryann Wetmore Leadership Development Fund wish to thank all those who participated and submitted applications. While the selection process for this event was limited to three, another opportunity/award is being planned for early 2016.

Thank you to the donors for your generous contributions and thank you to the participants for honoring the memory of Maryann Wetmore, Judith Vincent, and Thomas Gelbach.

MWLDF Trustees:

Sharon Campbell
Gary Kerner
Michael Leibowitz
Kurt VanderSheer
Christy Voelker

Back to top

Lisa Phillips

NAEO Announces Creation of the Healthcare User Group (HUG)

By Lisa Phillips, Membership Committee Chair

HUG LogoThe National Amtelco Equipment Owners association announced mid-year 2015 that it was taking a previous hospital subcommittee and giving it new focus and direction. Board members met in Chicago, IL, during May and discussed how to better engage members who have a high healthcare focus as well as its hospital members. From that Board meeting the Hospital Sub-committee grew into the Healthcare User Group.

The Healthcare User Group’s (HUG) primary objective is to give member companies that are hospitals or have a strong healthcare focus a venue to network with other member companies that have the same focus. During a one (1) hour call the first Thursday of each month, group members will talk through what their businesses are focusing on or struggling with to give each other guidance and support. HUG members will also discuss how to use their systems more efficiently while discovering things and features that can help that happen.

To find out more about NAEO and what a membership brings to Amtelco equipment owners, please visit our website.

To find out more about HUG and its current members, please visit the group page.

Back to top

Jamie Hay

Looking Back: My First NAEO Conference

By Jamie Hay, Conference Committee Member

We (Spectrum Communications Ltd.) joined NAEO in late 2008 after being recruited at a CAM-X convention and tradeshow. It wasn’t a hard sell, as we had heard wonderful things about the operator training program and (as our recruiter vehemently confirmed) the sharing of ideas and information over the list serve.

It wasn’t until 2013 that we decided to attend our first conference, and that year it happened to be held in Nashville, Tennessee. I remember getting off the plane feeling very excited, and then when we saw the venue – being absolutely blown away.

The morning of the first session, I must confess I was a little nervous. Those who know me well know that I tend to be a little loud and quick to joke around, and at times overly enthusiastic, but those who know me best can tell you that I am actually quite shy when in new surroundings and all that bravado is just a good old-fashioned defense mechanism. What if I was completely lost? What if all of the content was above my head? What if I had no one to sit with or couldn’t find a partner for a group activity? All of these thoughts swirled in my brain and I went back to my first day of high school in a new town, wondering at which table I could sit come lunch time.

I think for the first ten minutes of Amtelco Presents, all I heard was my own heart beat in my ears, as I worried that I would be called upon to go up in front of the class and would inevitably make a fool of myself. Boy, was I wrong! About 15 minutes in, a nice lady at a smaller sized service (similar to ours) befriended me and started making small talk during the quiet moments. At lunch time my first timer “buddy” sought me out so she could sit beside me and answer any questions I might have. She was also kind enough to introduce me to a lot of people, but didn’t pressure me into doing anything I wasn’t comfortable with. She continued to check in with me all throughout the conference and I am so happy to say we remain friends to this day.

By the end of day one, I was furiously jotting down notes as my cup of ideas ran over, and I couldn’t help but interject my own thoughts and experiences into the sessions. They’re just that good! I could no longer remember why I was nervous to begin with.

I continued to make friends as the days went on, and during most of the downtime between sessions my colleague Melanie and I just spent our time sharing everything we had learned with one another and trying to brainstorm ways in which we could implement them into our own day-to-day operations.

I can honestly tell you that in all my time in this industry I have never, ever felt more inspired, engaged or downright motivated then I did after my first NAEO conference. We came back to Woodstock that March with pages and pages of ideas for the betterment of our business and have yet to look back. I was so invigorated that I even signed up to become a part of a newly formed committee, one that I am still proud to be a part of today.

Should you find yourself to be on the fence about attending, please take that chance and register today. You will not regret it and as with all things related to NAEO, the ROI will be immeasurable. You will meet a group of people who will embrace you. They will teach you things beyond compare and they in turn will place a huge value into what you have to offer. They will inspire you to reach new heights — and should you stumble along the way, they will place a warm arm around your shoulders and remind you that NAEO needs people like you, as you are what makes it strong.

Before you know it, you too will be making jokes about credit cards on the list serve, and counting down days until your next conference. Heck – you’ll probably end up joining a committee so you can extend that feeling year round.

Waves of Change, Oceans of Opportunity…The NAEO 2016 Annual Conference in San Diego California is bound to be stellar, and — you can totally sit with me!

Back to top


Upcoming Webinar

FDC Presents
February 3, 2016 | 2:00 pm ET

Presenter: Robert Donnelly
Host: Kevin Beale

Amtelco’s Intelligent Soft Agent application is a central piece of Amtelco’s call center advancement strategy. The Soft Agent is a software-based operator application that links the Intelligent Series applications to Genesis soft switching or any of a variety of automated call distribution systems. It is important to begin your migration planning now to ensure that your call center is on track when it is time to convert to a soft switching platform.

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

As a reminder, one of your member benefits is free access to our webinar recordings; check out our archive.


Back to top


Pat Dye Promoted to Regional Sales Manager

Contact: Jim Becker, jim@amtelco.com, (608) 838-4194

Tom Curtin, President of Amtelco, announced the promotion of Pat Dye to Regional Sales Manager for the Telephone Answering Service (TAS) Division of Amtelco. Pat is covering TAS businesses in the following states: TX, OK, KS, NE, SD, ND, WY and MT. He is also responsible for Amtelco's 1Call Healthcare Division in Texas and Oklahoma.

Pat Dye is part of a team focused on marketing and sales to the telephone answering service and contact center business markets. He is excited to be demonstrating the capabilities of the Intelligent Series, Infinity and Spectrum systems to prospective Amtelco customers.

Pat's promotion comes at a very opportune time. With the various business models available to call centers, Pat's in-depth knowledge of Amtelco's hosting, soft switching, and SIP offerings will benefit new and existing customers. Pat has great depth of experience with many aspects of Amtelco. He started as an installer in 1999, served as a project manager in 2001, team leader in 2004, Eastern Sales Manager in 2008, sales engineer in 2010, and miSecureMessage Sales Specialist in 2013. Pat said, "I would like to share my experiences in the call center industry to assist in the continued success of Amtelco's customers in my territory."

Tom Curtin said, "Given the rapid advancements in Amtelco's call center technology we needed to expand our outreach and market education. Pat will ensure that happens."

For more information, contact Amtelco at (800) 356-9148, or email info@amtelco.com

Back to top

david drenk

Keep Greetings Fresh with Infinity Dynamic Answer Phrases

by David Drenk

All rights reserved © August 2015
Contact: insider@amtelco.com

Infinity Dynamic Answer Phrases can be used to prompt the operator with a greeting based on the time of day, holiday mode, the Client Name, the Client Status, the Operator Name, and the call ANI (Caller ID).

Dynamic Answer Phrases are configured in the Client Setup pages of the Infinity Supervisor application.

To configure a Dynamic Answer Phrase, open the Infinity Supervisor application.
Click the Client icon.

The Client Edit menu is displayed.

Enter the Client Account Number of a client account and then click Edit.

The General Information page for the client account is displayed.

Click the More answer phrase options hyperlink.

The Answer Phrases tab of the Operator Interface page is displayed.

Use dynamic answer phrases?

The “Use dynamic answer phrases” check box must be enabled to use the Dynamic Answer Phrase options within the client’s Answer Phrase.

Select the “Use dynamic answer phrases” check box.

Click the Save button to save the setting.

Once the Dynamic Answer Phrases feature has been enabled for a client account, the Dynamic Answer Phrase options can be used in the client’s Answer Phrase on the General Information page.

To open the General Info page, click the Page menu and select “Account General Information.”

The General Info settings are displayed.

Answer Phrase

The Answer Phrase is the phrase the client wants callers to hear when the client is called. The phrase is prominently displayed to operators when they connect to a call. The Answer Phrase may be a maximum of 76 characters long.

Infinity’s Dynamic Answer Phrase feature provides the support to use several characters preceded by a brace ( { ) in the text of an Answer Phrase that automatically amend the Answer Phrase when it is presented to operators.

{o – inserts the Infinity Operator Name.
{a – inserts the ANI (automatic number identification or Caller ID) of the calling number
{n – inserts the ANI Name of the calling number
{t – inserts the appropriate phrase, “Good Morning,” “Good Afternoon” or “Good Evening”
{s – inserts the current Status of the client account called
{c – inserts the Client Name of the client account called
{h – inserts the name of the holiday when the Infinity system is in Holiday Mode
{y – inserts the text string “How may I help you?”
{d – inserts the text string “How may I direct your call?”

For example, the following text string can be used in the Answer Phrase field to present a time of day greeting, “Thank you for calling,” the Client Name, and “How may I direct your call?”

{t Thank you for calling {c. {d

If the Client Name is set to “Badger Productions” and a call comes in to the client between midnight and noon, the following Answer Phrase is displayed to the operator:

Good Morning. Thank you for calling Badger Productions. How may I direct your call?

Type the desired Answer Phrase.

When you are finished composing the Answer Phrase, click the Save button to save your changes.

When a call comes in to the Client Account, the Answer Phrase is displayed to the operator in the Client Window of the Infinity Telephone Agent screen. Any of the special Dynamic Answer Phrase options are replaced with the appropriate text.

Multiple Answer Phrases

Dynamic Answer Phrases also can be used in the Check-in, Auto-Answer, and ANI settings on the Answer Phrases tab of the Operator Interface page.

To configure Multiple Answer Phrases, click the More answer phrase options hyperlink.

The Answer Phrases tab of the Operator Interface page is displayed.

Use multiple answer phrases?

When the “Use multiple answer phrases” check box is selected, different Answer Phrases can be specified for check-in calls, auto-answer calls, and calls that match specified ANI strings.

Select the “Use multiple answer phrases” check box.

Check-in

The Check-in Answer Phrase is displayed to the operator when the call is a check-in call.

Auto-Answer

The Auto-Answer Answer Phrase is displayed to the operator if the call is in the Auto-Answer state for more than six seconds before it is answered by an operator. To use this feature, the Answer-Answer behavior must be enabled and configured on the Auto-Answer tab of the Call Behaviors page.

ANI

The ANI Answer Phrase is displayed to the operator if the ANI Behavior is enabled and the caller’s ANI matches one of the ANI Behavior Strings. ANI Behavior Strings are configured on the ANI Behaviors tab under Features on the Call Behaviors page.

When you are finished composing the Answer Phrases, click the Save button to save your changes.

Requirements:

  • Infinity 5.30.0 or later
  • Infinity Supervisor 5.30.0017 or later
  • Infinity Telephone Agent 5.30.2280.14 or later

Back to top

david drenk

IS Infinity Gateway Check Time Interval

by David Drenk

All rights reserved © May 2014
Contact: insider@amtelco.com

The latest version of the Intelligent Series (IS) Infinity Gateway application includes the ability to synchronize the Infinity System Time with Internet-based time servers. The synchronization is controlled through the Check Time Interval setting on the Infinity Gateway Configuration screen.

The optional Infinity IS Gateway is a Windows Service that provides database level communication between the Infinity server application and the Intelligent Series server application in order to synchronize delivery of messages between Infinity and the Intelligent Series and to create courtesy Cue calls when IS dispatch jobs are due.

The Check Time Interval is used to program how often the IS Infinity Gateway will adjust its System Time to a time authority.

To program the setting, open the Infinity Gateway Configuration screen.

Select the Check Time Interval setting and enter the number of hours to wait between synchronizing the Infinity System Time with the time authority. The default value is 24 hours. Enter 0 (zero) if you want to disable the feature.

Click the Save button to save your setting change.

When the indicated number of hours has passed, the IS Infinity Gateway rotates through a series of national time servers available through the Internet to establish the accurate time. It then adjusts the Infinity System Time to match.

Requirements:

  • Infinity Gateway 4.1.4924.02 or later
  • Infinity 5.61.11 or later
  • IS Server 4.1.4983.18588 or later
  • IS Supervisor 4.1.4924.5 or later
  • IS Messaging
  • SQL Server 2008 R2 Standard Edition or later
  • 64-bit Microsoft Windows Server 2008 R2 or later

Back to top

david drenk

SMS Modem Pooling Speeds Dispatch Jobs

by David Drenk

All rights reserved © May 2014
Contact: insider@amtelco.com

A new Configuration page has been added to IS Supervisor System Setup under the Paging, SMS (Short Message Service) Setup category. The Configuration page presents configuration options for modem pooling.

Modem pooling is the centralization of modem resources on a server or a workstation on the local area network (LAN) to which the IS Server is connected. With modem pooling, a group of modems is created on the network. Each SMS modem in the pool requires a separate cellular telephone line. IS directs each SMS text message automatically to the next available modem in the pool according to the mode configured.

To access the SMS modem settings, click the System Setup icon on the IS Supervisor Toolbar.

The System Setup pages are displayed.

On the Navigation Menu, click “Paging.”

The Navigation Menu expands to display hyperlinks to the Paging system setup pages.

Click “SMS Setup.”

The SMS Configuration page is displayed.

Mode

The Mode menu is used to select the method of operation of the IS SMS modem pool. The modem pool has three possible modes of operation.

Mode Description
Shortest Queue A new SMS text message job will go to the modem in the pool with the shortest queue.
Round Robin A new SMS text message job will go to the next modem in the pool rotation.
Overflow A new SMS text message job will go to the modem with the lowest Order ID whose queue is shorter than the programmable Overflow Threshold. If all modems are above the threshold, the job will go to the modem with the shortest queue.

Click the Mode menu and select a method of operation for the IS SMS modem pool.

Overflow Threshold

The programmable Overflow Threshold is designed to make it possible to use one modem at most times and overflow messages to additional modems only at times of peak traffic volume.

Enter the number of SMS messaging jobs awaiting transmission that will trigger the IS SMS modem pool to distribute jobs to another modem. The default setting of 0 (zero) disables the Overflow Threshold.

Unsolicited Client

When an inbound SMS message is received by an SMS modem, the IS Server checks whether the message contains a reply ID associated with an IS message. If the SMS message does not contain a known reply ID, IS compares the phone number of the device that sent the message with a database that keeps track of the last phone number that was sent an SMS message from each client account. IS routes the message to the client account of the first matching phone number it finds. If no match is found, IS sends the message to the client account configured as the Unsolicited Client.

To select a client account for unsolicited SMS messages, click the Set button.

The Select Client window is displayed.

Enter the first few characters of the client’s name or account number in the Search box or search the list using the scroll bars.

Select the client’s name or account number.

Click the Select button.

The client account number and client name are displayed in the Unsolicited Client field.

If you do not want to store unsolicited messages, click the Clear button to clear the Unsolicited Client field.

Create Dispatch for Unsolicited SMS

If you are using Intelligent Dispatching, a dispatch job can be sent to the Dispatch List whenever an SMS message is routed to the Unsolicited Client account.

  • Select this check box to create a dispatch job whenever an unsolicited SMS message is received.
  • Clear this check box if no dispatch job is desired for unsolicited SMS messages.

Saving Your Entries

When you have finished entering SMS settings, click the Save button.

Requirements:

  • IS Server 4.1.4983.18588 or later
  • IS Supervisor 4.1.4924.5 or later
  • IS Messaging
  • IS Directory Contacts
  • SQL Server 2008 R2 Standard Edition or later
  • 64-bit Microsoft Windows Server 2008 R2 or later
  • Infinity Telephone Agent 5.60.4924.07 or later (optional)
  • Soft Agent 4.1.4924.03 or later (optional)
  • IS Web Scripting 4.1.4924.0 or later (optional)
  • IS Web 4.1.4924.2 or later (optional)

Amtelco Part Number: 232MP099

Back to top

david drenk

Optional Features Added to MSM Contact Web: Oncall, Status, and Directory

by David Drenk

All rights reserved © February 2015
Contact: insider@amtelco.com

The latest version of the miSecureMessages (MSM) Contact Web includes web.config options to enable three features: Oncall, Status, and Directory.

All three features can be enabled by editing the following line of code in the web.config file of the MSM Contact Web.

  • To enable one or more of the features for all of your miSecureMessages accounts, set the customerId parameter to your miSecureMessages customer ID. To enable one or more of the features for a specific miSecureMessages account, set the customerId parameter to the miSecureMessages license key for that account.
  • To enable the Oncall feature, set the oncall parameter to “true.”
  • To enable the Status feature, set the status parameter to “true.”
  • To enable the Directory feature, set directory to “true.”

If you need assistance editing the web.config file, or if your miSecureMessages solution is hosted, please contact Amtelco Field Service.

Oncall

The Oncall Screen is used with the optional Intelligent Series (IS) Directory OnCall feature to contact people who are assigned to on-call schedules.

To view the Oncall Screen, click the Oncall tab in the MSM Contact Web.

My Assignments

All of your on-call assignments for the day are displayed in the My Assignments pane.

Schedules

The Schedules pane contains a list of the names of all of the on-call schedules that you have permission to view.

Click the name of the schedule that you want to view.

The current shifts for the selected schedule are displayed on the right side of the Schedules pane. The Schedules pane displays the shift name and role, followed by the start and end times of the shift and the description of the resource assigned to the shift. A Send Message button is displayed next to each on-call resource that is registered to use miSecureMessages.

Sending a Message

To compose a new secure message, click the Send Message button displayed next to the description of the on-call resource that you want to contact.

The New Message Screen is displayed.

To:

The username of the on-call resource is displayed in the To field.

High Priority

By default, the message is set to Normal Priority.

  • To change the priority to high, select the High Priority check box.
  • To change a High Priority message back to Normal Priority, clear the check box.

Subject

Type the subject of your message in the Subject field.

Message

Type the body of your message in the Message field. When you have finished composing your message, click the Send button to transmit the message.

or

To discard your message, click the Cancel button.

Status

The Status Screen is used with the optional IS Contacts feature. The Status Screen enables MSM Contact Web users to change their IS status. The status can be accessed by IS agents, operators, and web users to determine how people should be contacted at various dates and times.

To view the Status Screen, click the Status tab in the MSM Contact Web.

Current Status

The Current Status pane displays your status.

Change Status

The Change Status pane is used to change your status.

  • To change your status, open the Select Status menu. The Select Status menu displays a list of the statuses configured in the IS Directory.
  • Select the status that you want to use.

    Click the Save button.

    Your new status is displayed in the Current Status pane.

  • To revert to your default status, click the Use Default button.
  • Your default status is displayed in the Current Status pane.

  • To indicate another person is covering for you, click the Select Status menu and select “CoveredBy.”

A “Search for Contact” field is displayed. Type the first few letters of the name of the person who is covering for you. Click the Search button.

A “Select covering Contact” menu is displayed. Select the name of the person who is covering for you.

Click the Save button.

The Current Status pane displays “Covered By” and the name of the person who is covering for you.

  • To enter a new phone number, click the Select Status menu and select “ReachNumber.”

A Phone field is displayed. Enter the phone number at which you want to be contacted.

Click the Save button.

The Current Status pane displays “Phone At” and the phone number you entered.

Directory

The Directory Screen is used with the optional IS Directory feature. The Directory Screen enables MSM Contact Web users to access their default IS Directory Subject and View specified in the Agent Setup pages of IS Supervisor.

To view the Directory Screen, click the Directory tab in the MSM Contact Web.

The Listing Descriptions for the listings in your default IS Directory Subject and View are displayed in a column on the left. To view details about a listing, click the Listing Description. The View Details for the selected listing are displayed on the right.

Search

The Search bar is used to search for specific information in the directory.

Click the Search field. Type the first few characters of the information you are searching for, and then click the Search button.

The Directory Screen is updated to display only the resources that contain those characters at the start of the first searchable directory field. Which directory field is searchable is determined by the Search check box in the View Fields properties of IS Supervisor.

Note: Additional searchable directory fields may be searched by inserting a comma and a space. For example, typing “an, wa” would search for “an” in the first searchable field and “wa” in the second searchable field. Which directory fields are searchable is determined by the Search check box in the View Fields properties of IS Supervisor. The order in which the fields are searched is determined by the order of the fields in the View Fields properties of IS Supervisor.

To clear the search filter, click the Search field. An X is displayed at the right of the search field. Click the X to clear the filter.

Requirements:

  • MSM Contact Web 6.4.5235.6 or later
  • miSecureMessages 6.3 or later
  • miSecureMessages license key

Browser Compatibility:

  • Internet Explorer 8.0 or later
  • Google Chrome 10.0 or later
  • Mozilla Firefox 3.6 or later
  • Safari 5.0 or later
  • Amtelco Part Number: 232MP149 and 232MP153

    Back to top


© 2016 National Amtelco Equipment Owners. All Rights Reserved.
Newslinks is distributed monthly to NAEO members.

National Amtelco Equipment Owners
www.naeo.orgmanagement@naeo.org
1000 Westgate Drive, Ste. 252, St. Paul, MN 55114
800-809-6373 • Fax: 800-809-6374