July / August 2015

Regular Columns

From the Editor
By Kelli Harrigan

Get Inspired
by Gary Blair

IS Tip
by Kevin Procter

Featured Articles

The Value of the NAEO Annual Conference
by Lina Masri-Cunningham

Join the Professional Development Committee (PDC)
by Tifani Leal

NAEO’s Hospital Sub Committee has a new name and an extended focus!
by Lisa Phillips

Future Directions Committee Update
by Robert Donnelly

Upcoming Webinars

The Herman Trend Alert
by Joyce Gioia

Amtelco Annex

Copy Shared Client Fields between IS Client Accounts
by David Drenk

Amtelco Dashboard Group Filters
by David Drenk

Bring Open Application Windows to the Foreground using the Bring Application to Foreground Response Element
by David Drenk

Increase Security with IS Complex Password Settings
by David Drenk

Kelli Harrigan

From the Editor

By Kelli Harrigan

Welcome to the “dog days of summer”! Our office has been busily buzzing all summer long and it has flown by – hopefully you have all had a chance to enjoy those allegedly lazy summer days!

I’ve been having a lot of conversations of late with my Team Leaders about personal and professional goals and growth as we have been focused on topics like “professional development” and maintaining a positive work environment, both of which necessarily mean paying attention to the growth of our team members in a variety of areas. So I thought it was particularly meaningful when I heard of the Professional Development Committee within NAEO – very exciting in this new committee of NAEO, looking at ways to help us all grow the skill sets of our various team members! It’s often easy to look at our agents on the front-line and think of this as a fairly entry level job and not help them look for the big picture down the road – many of our best support and management level staff have come from those front-line positions, and they probably never thought of it as a career path until we starting encouraging them to stretch themselves and grow in ways that would enable them to move forward. And it is so exciting as a manager to see your team members thrive as they move into new roles and opportunities (hopefully still within our organization)!

Keep on the lookout for those awesome assets you have sitting out on your workfloor – you never know how a little encouragement and a nudge here and there can do to make them flourish! You’ll also see in the Herman Trend Alert later in this issue what a difference this can make to reducing your employee turnover – it pays dividends!

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Get Inspired

Submitted by Gary Blair

Self-development should be a perpetual process. In life you are either growing or rotting. You’re moving forward or backwards; there is no standing still.

~ Al Duncan

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IS Tip

Submitted by Kevin Procter

Special Delivery

It's not a pizza delivery – it's a message delivery; it's a special delivery; and it's automatic!

A message goes out to an on-call person, via E-Response. You've got the E-Response system set up to automatically deliver the message when when the recipient confirms receipt of it. How do we know if the message has been confirmed? Simple: look in the msgMessages table within the Intelligent database. But there's a little trick! (And you're about to learn the secret of that trick, you lucky reader!)

While taking a message in an IS script, the "acd" variable called _acdISCallId gives us a value we can use to look at the message's delivery status. Take a look at that field in the image.

While the message is in process, this variable is written into the msgMessages table, in the callId field. But – here's the trick: Once the message has been taken, and we've exited the script, the value in the callId field is made NULL. Thus, while the script, you must grab the record in the msgMessages table which corresponds to the _acdISCallId, and read the msgId value. Once you do this, you will then have access to the “Delivered” status of that message record even when the script is finished and the callId field is made NULL.

So, when you want to check the delivered status of a message, just give it the old one-two-three – er . . . I mean, follow the three steps below:

  1. Start taking a message.
  2. Use the _acdISCallId variable to read the record in the msgMessages table which contains the _acdISCallId value in the callId field.
  3. When reading that record, grab the msgId value, after which we can then check back on the delivered status anytime we like using the msgId value.

Using this three-step process, you can find the delivered status of any message taken via an IS script. Imagine the possibilities!

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Lina Masri-Cunningham

The Value of the NAEO Annual Conference!

By Lina Masri-Cunningham, Conference Chair

It is one thing to simply manage a business. It is quite another to lead change that unleashes the creativity and initiative of each individual to help grow that company!

The NAEO Annual conference is the best place for you and your staff to build and develop the skills you need to stay fresh and motivated. Take home effective content that is tried and tested by your peers and Amtelco. Attending conference enhances your professional development with actionable information you can implement immediately that challenges the status quo. If you need a reminder or a summer boost why not check out the NAEO website where we have the 2014 presentation slides including the Keynote slides available for your reference. View this information at -- https://naeo.site-ym.com/?2015_Conf_Present

Education and continuous development are essential to your success. Make sure you don't miss out on the NAEO 2016 Annual Conference in Feb 29 - March 3, 2016 at the Hilton San Diego Resort and Spa. Save the dates now and plan to join us!

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Tifani Leal

Join the Professional Development Committee (PDC)

By Tifani Leal, Professional Development Committee Chair

Exciting news this year the Board decided to merge Education and Professional Development Series into one committee. PDC now includes 3 key aspects:

  • Education (Webinars and Conference Educational Content)
  • Training (In-Person Training, including Intelligent Series)
  • eLearning (Operator Training & Infinity Supervisor Training)

The Professional Development Committee’s mission is to provide quality educational experiences for the members and to collaborate with NAEO leaders and Amtelco staff to create a certificate program that all NAEO member employees will be able to use to improve their skills and proficiency with Amtelco Systems. This Committee surveys members to gather information on what educational experiences the members have found most beneficial and what they are looking for; they also plan the educational content for the annual conference, webinars, and other training experiences.

The PDC committee is hard at work preparing to roll out the next phase of the Infinity Supervisor Training Program. Volunteers are aggressively incorporating content into NAEO’s Learning Management System (LMS) via a series of videos. This LMS system is the same software platform NAEO’s utilizes for the Operator Training Program. Webinars topics and presenters are scheduled through July and available for registration on www.naeo.org.

SOLD OUT!! *** The NAEO “Summer Series” Intelligent Series Workshop is scheduled for August 10-12, 2015 at the Embassy Suites Hotel at Charlotte Airport in Charlotte, NC.

For more information, questions, to volunteer with the committee, or suggest a webinar topic, please contact PDC Chair, Tifani Leal at professionaldevelopment@naeo.org.

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Lisa Phillips

NAEO’s Hospital Sub Committee has a new name and an extended focus!

Submitted by Lisa Phillips, Membership Chair

Several years ago the NAEO Board of Directors started a Hospital Sub Committee to give our hospital members a peer group to network with. Throughout the years the participation of this group has varied with the past years struggling to maintain consistent participation on their monthly conference calls. To engage more current members, as well as market potential members, the Board of Directors widened the focus of the committee to go beyond our hospital members to also include member companies who have a strong focus on the healthcare industry. To better reflect the purpose of the group, and to allow the members to show value in the time that they meet, the Board of Directors has renamed the Hospital Sub Committee to NAEO’s Healthcare User Group, or HUG.

HUG is being led by Rossi Frankel from Allina Health out of Minneapolis, MN. Rossi and the group meet on a monthly basis to discuss what is happening within the member’s businesses, share best practices and assist each other on challenges they may encounter. To help strengthen the group, Rossi, along with NAEO and Amtelco will continue to discuss the healthcare membership extensively and identify aspects to continue to improve member benefits and attract new members. If you are interested in joining HUG or have more questions about the group and/or its focus, please reach out to the Membership Committee at membership@naeo.org.

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Robert Donnelly

Future Directions Committee Update

By Robert Donnelly, Future Direction Committee Chair

The Future Directions Committee (FDC) mission is to conduct a continuous dialogue between NAEO and Amtelco in order to identify, develop, and improve Amtelco products and services that enable NAEO members to provide sophisticated solutions to their clients. Through high level collaboration, FDC ensures that the needs of its members and the efforts of its primary vendor are aligned.

As follow up to the Future Directions of NAEO / Industry session and the Owners Forum conducted at the most recent conference, the NAEO Board of Directors developed a vendor assessment survey to assist Amtelco in identifying member needs and concerns.

The results of the survey were collected and the raw data provided to Amtelco management for their analysis. One particular aspect that ranked consistently high was the need for improved communications. As a result, Amtelco and the NAEO Board of Directors have vowed to improve communications to members, former members, and the industry as a whole. The FDC is committed to providing a conduit by which information from both NAEO members and Amtelco is disseminated in a strategic and consistent manner. As such, the vendor survey will be conducted annually for the purposes of benchmarking statistical information and ultimately improving our partnership with Amtelco and communication among both groups.

In addition, Amtelco was able to identify Kevin Beale as the spokesperson for conveying the collective vision, product innovation, and the future direction of the Amtelco Management Team. We are in the process of adding a new page to the NAEO website entitled “FDC Presents” which will showcase Amtelco’s vision for the future, and FDC will also conduct a quarterly webinar for NAEO members featuring Mr. Beale discussing the current and projected state of our industry from Amtelco’s perspective.

The NAEO Board and Amtelco are excited about the progress made in recent months and invite you to be a part of this continuing effort by registering for the upcoming webinar on August 26th: http://www.naeo.org/events For more information, questions, or to join the committee, please email: futuredirection@naeo.org.

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Upcoming Webinars

SIP Overview
August 12, 2015 | 2:00 pm ET

Host: Evelyn Portinari

What is it, how to use it in your organizations, some tips/tricks, and things you might not know as it applies to cost savings.

Future Directions Committee Presents
August 26, 2015 | 2:00 pm ET

Presenter: Kevin Beale
Host: Robert Donnelly, FDC Chair

Amtelco’s Vision of the Future.

Business Continuity 1
September 9, 2015 | 2:00 pm ET

Presenter: Kurt VanderSheer
Host: Evelyn Portinari

This webinar will be the first of two session offered that will cover the NAEO Disaster Recovery Plan that was written exclusively for our NAEO members. This program was developed over a two year span in conjunction with Barney Pelant and Associates (a leader in Business Continuity and Disaster Recovery Planning).

We will discuss why your business (regardless of its size) will benefit from this program.

We will also discuss the program materials as well as what outside resources will be made available to the membership to assist with completing this program.We will briefly discuss the various sections of the plan and we will also start working thru Chapter 1 of the program.

The goal of this webinar series to work through the plan as a group so that everyone will benefit from each other’s experiences and knowledge.

Business Continuity 2
September 23, 2015 | 2:00 pm ET

Presenter: Kurt VanderSheer
Host: Evelyn Portinari

This webinar will be the second session offered that will cover the NAEO Disaster Recovery Plan that was written exclusively for our NAEO members. This program was developed over a two year span in conjunction with Barney Pelant and Associates (a leader in Business Continuity and Disaster Recovery Planning).

We will discuss why your business (regardless of its size) will benefit from this program.

We will also discuss the program materials as well as what outside resources will be made available to the membership to assist with completing this program.We will briefly discuss the various sections of the plan and we will also start working thru Chapter 1 of the program.

The goal of this webinar series to work through the plan as a group so that everyone will benefit from each other’s experiences and knowledge.


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

As a reminder, one of your member benefits is free access to our webinar recordings, click here for our archive.



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The Herman Trend Alert

By Joyce Gioia, Strategic Business Futurist

Employee Retention---the #1 Issue---Again

Retaining the best employees is difficult, especially when the economy is on the rise and new opportunities are opening up all around. But keeping your talent is essential if you want to remain competitive.

As economies around the world improve and labor markets tighten, retaining top talent becomes increasingly difficult. Keeping those great people is critical to maintaining your competitive edge.

Employee Turnover is the #1 challenge

SHRM and Globoforce recently published the 2015 Employee Recognition Report. Not surprisingly to us, employee retention/preventing turnover was found to be the biggest challenge facing Human Resource leaders in 40 percent of all companies surveyed. History is repeating itself. Employee engagement was the second biggest. Another 29 percent were concerned about finding replacements for departing talent.

Why are employees leaving? According to this study, lack of recognition at work is one of the top reasons, while employees also feel their contributions are not valued by their peers or manager. Moreover, it is values-based recognition that makes employees feel valued and that their contributions are fully appreciated.

Values-based programs are superior And while more than 80 percent of large companies offer some kind of formal recognition, "values-based recognition", recognition based on living the company's values, is practiced by only slightly more than 50 percent of these companies---though we see that percentage is increasing.

For the 90 percent of respondents practicing values-based recognition, the program seemed to have a positive impact on engagement, versus just 67 percent for non-values-based programs. In 68 percent of values-based programs retention seemed to be directly affected, versus 41 percent for non-values-based programs.

The message is clear

Linking the recognition system with the company’s core values works to drive home the importance of those values and to reinforce aligned behaviors. Not only will values-based recognition programs support engagement and retention, but they will also help attract the types of candidates looking for companies that have values aligned with theirs---something else that will contribute to long-term retention and workforce stability.

How this trend affect organizations

Wise organizations will use this information to redesign their recognition programs to be optimally effective by focusing on their core values in every aspect of the employee lifecycle---from recruitment to onboarding to engagement and retention. Particularly for the younger generations, living the company's values is important; they will make their decisions to work and stay with companies, based on their comfort levels with core values.

*********

Copyright 1998-2015 by The Herman Group, Inc. -- reproduction for publication is encouraged, with the following attribution: From "The Herman Trend Alert," by Joyce Gioia, Strategic Business Futurist. 336-210-3547 or http://www.hermangroup.com. The Herman Trend Alert is a trademark of The Herman Group, Inc."

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david drenk

Infinity Callback Request Lets Callers Request a Callback at a Specific Date, Time, and Number

by David Drenk

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

The optional Infinity Callback Request feature provides an opportunity for callers to schedule a callback from the inbound call menu or the enhanced auto-answer menu. Callers can specify the date and time of the callback and choose to be called at the number that they are calling from or another number. The Infinity Callback Request feature releases callers from having to wait for an operator to answer their call and lets them request a callback at a time that is convenient for them.

The Infinity Callback Request feature adds an Infinity behavior named “VM Schedule Callback.” The VM Schedule Callback behavior can be programmed as an option in the inbound call behaviors and in the enhanced auto-answer behaviors.

The inbound call behavior settings are located in Infinity Supervisor Client Setup on the Source Setup page, under the Day Behavior and Night Behavior tabs. These settings are used to automatically handle calls at specific times of the day.

The enhanced auto-answer settings are located in Infinity Supervisor Client Setup on the Call Behaviors page, under the Auto-Answer tab. These settings are provided to callers in waits or on hold and any time the system is playing the auto-answer message.

The VM Schedule Callback behavior gives callers the option to request that their call be returned. Whenever VM Schedule Callback behavior is selected, the caller is asked to enter a date and time for the call to be returned. The caller’s ANI is read and the caller is given the option to be called at that number or to specify another phone number. At the time requested by the caller, the Infinity callback request is presented to an operator as a call in the ACG (Auto Call Gateway) state. The number specified by the caller is inserted into the message. The operator performs a dialout action to return the call.

Optionally, the menu requesting a date from the caller can be disabled so that the caller is only prompted to enter a time and the date is assumed to be the current day. Also, the menu that reads back the caller’s ANI can be disabled so that the caller is required to enter a callback number.

Requirements:

  • Infinity 5.51.15
  • Infinity Supervisor 5.51.0019
  • Infinity Callback Request
  • Enhanced Hold (optional)

Part Number: 232MP141

Hear Infinity Callback Request being used to request an immediate return call

Hear Infinity Callback Request being used to schedule a return call

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david drenk

Amtelco Dashboard Group Filters

by David Drenk

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

The Amtelco Dashboard is an application that can be used to monitor all Infinity Automated Call Distribution (ACD) and Intelligent Series (IS) call activity in a graphic format and a text format. A server request has been added in Infinity version 5.60.14 and later that enables the Amtelco Dashboard application to filter statistics in three ways:

  • by Operator Groups to which calls are assigned
  • by Infinity Call Distribution Tables to which calls are assigned
  • by Port Groups on which calls are received

A new Grouping tab also was added to the Dashboard Setup screen for configuring the new filters.

To configure group filtering, open the File menu on the Dashboard console and click the Setup command, or press CTRL + F12.

The Amtelco Dashboard Setup window is displayed.

Click the Grouping tab.

The Grouping page is displayed.

Ops by Groups

This setting is used to filter all operator statistics by Operator Group when displayed on the Amtelco Dashboard.

To filter the operator-related statistics by a specific Operator Group, type the Operator Group number.

Calls by CDT

This setting is used to filter all call statistics by Infinity Call Distribution Table (CDT) when displayed on the Amtelco Dashboard.

To filter the call-related statistics by a specific Infinity Call Distribution Table, type the Call Distribution Table number.

Port Group

This setting is used to filter all port statistics by Infinity Port Group when displayed on the Amtelco Dashboard. Port Groups need to be configured on the Infinity Server to use this feature.

To filter the port-related statistics by a specific Infinity Port Group, type the port group number.

When you have finished making configuration changes, click the Save button to save your settings and close the Amtelco Dashboard Setup window.

After making changes to the Amtelco Dashboard Configuration, you must exit the Amtelco Dashboard application and reopen it for the changes to take effect.

To exit the Amtelco Dashboard application, click the File menu and then click the Exit command.

Requirements:
  • Amtelco Dashboard 4.0.4769.02 or later
  • Infinity 5.60.14 or later
  • Infinity Supervisor 5.60.0016 or later
  • Infinity Telephone Agent 5.60.4769.0 or later

Amtelco Part Number: 232MP126

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david drenk

Bring Open Application Windows to the Foreground using the Bring Application to Foreground Response Element

by David Drenk

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

The Bring Application to Foreground response element uses the title of an open application window as a parameter. When the element is implemented by a script, IS brings that application window to the foreground. This feature can be used to direct an agent to another application during the call handling procedure.

General Properties

Application Title: Specify all or part of the title of the application window to bring to the foreground. The title is the text displayed at the top of the application window.

The Application Title property has a variable field type, which can be changed to use data obtained from other parts of the message script. By default, the field type is set to Text. To change the type of information that can be stored, click the field type, select “Change To” from the menu, and select a field type from the submenu. The application window must be open at the time the Bring Application to Foreground action is implemented for this action to take effect. When the action is implemented, the application window specified in the Application Title property is brought to the foreground.

Note: If you combine the Bring Application to Foreground response element with the Navigate response element configured to navigate to a screen, position the Navigate response element above the Bring Application to Foreground response element so that it is performed first. If not, the application will only come to the foreground momentarily and then the script window will return to the foreground.

Requirements:
  • 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
  • Infinity Telephone Agent 5.60.4924.07 or later (optional)
  • Soft Agent 4.1.4924.03 or later (optional)

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david drenk

Increase Security with IS Complex Password Settings

by David Drenk

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

Intelligent Series (IS) Supervisor contains settings for implementing complex passwords requirements for IS Agent IDs. These settings apply to the Agent IDs used to access the IS database from the IS Supervisor, IS Web, Infinity Telephone Agent, Soft Agent, and Mitey Mite applications.

Password Rules

The Password Rules page in IS System Setup is used to set parameters for passwords used to access Intelligent Series applications.

Minimum Length

This setting enforces a minimum length for agent passwords.

If Minimum Length is set to 0 (zero), no minimum is enforced.

Retries until Lockout

This setting controls how many times someone can attempt to log in 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 on the Login Management page in IS Supervisor Agent Setup.

If Retries until Lockout is set to 0 (zero), Agent IDs are never locked regardless of the number of failed login attempts.

The following check boxes can be 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.

Number
Select this check box to require passwords to contain at least one digit.

Special Character
Select this check box to require passwords to contain at least one of the following special characters:

` ~ ! @ # $ % ^ & * ( ) - _ + = { [ } ] | \ : ; " ' < , > . ? /

Agent Password Setup

The controls for setting agent passwords have been changed in the Agent Setup pages of the IS Supervisor application.

When adding a new Agent ID, the New Agent Password Setup pane is displayed on the General Info page in Agent Setup.

Type a password in the Password field. Re-type the password in the Confirm field. The password must conform to the password rules configured on the Password Rules page in IS Supervisor System Setup.

When editing the General Info settings for a previously created Agent ID, the Password Options pane is displayed instead of the New Agent Password Setup pane.

To change the agent’s password, click the Reset Password hyperlink.

The Create New Password window is displayed.

Type a new password in the New Password field. Re-type the password in the Confirm Password field. Click the Save button to save the new password. The new password must conform to the password rules configured on the Password Rules page in IS Supervisor System Setup.

If the password successfully was changed, the “New password saved” prompt is displayed.

Click the OK button to close the prompt and return to the General Info page.

Home Server Login Status

To view the status of an Agent ID, click the Login Management Tab located on the Agent Setup page.

The Login Management pages open to the Home Server Login Status page. If the Home Server Login Status page is not displayed, click the Home Server Login Status tab.

Login Status

The Login Status shows if this Agent ID can be used to log in or if it has been locked.

  • If an Agent ID is unlocked and can be used, is displayed.
  • If an Agent ID is locked and cannot be used, is displayed.
Login Failures

The Login Failures field displays the number of times that someone has tried to log in using this agent login name and an incorrect password. This value is reset to 0 (zero) whenever someone logs in with this agent login name and the correct password.

System Lockout Threshold

The System Lockout Threshold field displays the value of the Retries Until Lockout setting on the Password Rules page in System Setup. This setting controls how many times someone can attempt to log in with a valid agent login name and an incorrect password before the Agent ID is locked. If Retries Until Lockout is set to 0 (zero), Agent IDs will never be locked regardless of the number of failed login attempts.

Unlocking an Agent ID

To unlock an Agent ID so that it can be used to log in again, click the Unlock button.

In prior versions, the Agent ID was unlocked after the Unlock button was clicked. Starting in IS version 4.1, the Create New Password window is displayed when the Unlock button is clicked.

Type a new password in the New Password field. Re-type the password in the Confirm Password field. Click the Save button to save the new password. The new password must conform to the password rules configured on the Password Rules page in IS Supervisor System Setup.

If the password was successfully changed, the “New password saved” prompt is displayed.

Click the OK button to close the prompt and return to the Home Server Login Status page.

The Agent ID is unlocked and the Login Failures value is reset to 0 (zero).

Requirements:
  • 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
  • Crystal Reports 2008
  • Infinity Telephone Agent 5.60.4924.07 or later (optional)
  • Soft Agent 4.1.4924.03 or later (optional)
  • IS Voice Services 0.1.2 or later (optional)
  • IS Web Scripting 4.1.4924.0 or later (optional)
  • IS Web 4.1.4924.2 or later (optional)

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