June 2015

Regular Columns

From the Editor
By Kelli Harrigan

Get Inspired
by Gary Blair

Featured Articles

2016 Annual Conference
by Lina Masri-Cunningham

The Herman Trend Alert

Professional Development Committee

Upcoming Webinars

Amtelco Annex

Copy Shared Client Fields between IS Client Accounts
by David Drenk

Escalate Non-Live Calls to a Different Call Distribution Table after a Customizable Number of Rings
by David Drenk

Kelli Harrigan

From the Editor

By Kelli Harrigan

Summertime! (Yes, I do have the Fresh Prince & DJ Jazzy Jeff going through my head — just in case you want it caught in yours, here’s the link: https://www.youtube.com/watch?v=Kr0tTbTbmVA) What does summer mean in your office: extra activity, lots of vacations, account cleanup time? Oh, how I often wish for those good old days of summers off when I was in school! But in a 24/7/365 business, there are probably very few of us who have that option any more. Summertime now seems to mean a lot of juggling — juggling staff schedules to accommodate vacation requests, juggling meeting schedules around holidays and times away from the office, juggling wanting to go out and play while we still have work to do!

Hope your summer is off to a great start!

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Get Inspired

Submitted by Gary Blair

Summer is the time when one sheds one’s tensions with one’s clothes, and the right kind of day is jewelled balm for the battered spirit. A few of those days and you can become drunk with the belief that all’s right in the world.

~ Ada Louise Huxtable

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Lina Masri-Cunningham

2016 Annual Conference

By Lina Masri-Cunningham, Conference Chair

We Need Your Feedback!

The Conference committee is hard at work and its only June, however in order to put together the best conference possible we need to get started early. We also need your help! We are trying to narrow down our list of session topics. We used the survey results as well as additional feedback from the Orlando conference and we have come up with some great topics.

NOW we want your opinion!
What topics do you want to hear about?
What topics interest you?
What topics interest those you work with?
What topics would not interest you?
The more specific the better!

The more feedback we get, the better conference we will have! Email the conference Committee at conference@naeo.org.

SAVE THE DATE
Feb. 29 - March 3, 2016
Hilton San Diego Resort and Spa
1775 East Mission Bay Drive
San Diego, CA

View the slideshow below to see more about the conference location.

 

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The Herman Trend Alert

Digital Distraction

No one would dispute that reviewing hundreds of unwanted emails is a total waste of time. But that is just one issue; we are assaulted by countless messages and alerts. Even when we want to concentrate on our work, it is almost impossible to focus. And when we are tempted to put off doing what is important, YouTube and other diversions are only a click away.

In fact, "Digital Overload" may be the most significant problem facing our workplace today. First written about by our colleague Bill Jensen years ago, this culture of non-stop, 24/7 connection costs us dearly. We are constantly busy, producing little of value.

Digital Distraction Wastes Almost a Trillion Dollars in the US Alone

Recently, The Information Overload Research Group, a nonprofit consortium of business professionals, researchers, and consultants, reported, "knowledge workers in the United States waste 25 percent of their time dealing with their huge and growing data streams, costing the economy $997 billion annually."

Digital Distraction Is Increasing

Back in 2008, Larry Rosen and his colleagues conducted a study, which they then replicated last year. They surveyed people in three age groups — Baby Boomers, Generation X, and the Net Generation (born in the 1980s). They gave participants a list of 66 pairs of activities to discover which ones they typically did in tandem.

"Questions included, 'Do you go online and text simultaneously?' and 'Do you email and eat at the same time?' In 2008, Baby Boomers responded 'Yes' for 59 percent of the pairs, on average; the numbers were 67 percent for Gen Xers, and 75 percent for the youngest generation. In 2014 the percentages were higher — 67 percent for Baby Boomers, 70 percent for Gen X, and 81 percent for the Net Gen. Meanwhile, members of the iGeneration (born in the 1990s), whom [the researchers] added to the second study, were engaging in an astonishing 87 percent of the paired activities. . ."

What's Going on

We have FOMO (Fear of Missing Out), FOBO (Fear of Being Offline), and nomophobia (fear of being out of mobile phone contact) — all forms of anxiety related to obsession or compulsion. We are all constantly checking our laptops, tablets, and phones because we worry about receiving new information later than others, responding too slowly to a text or an email, or being late to comment on or like a social media post.

"A recent survey by Tata Communications showed that people in the US, Europe, and Asia spend an average of more than five hours a day on the internet, and 64 percent worry when they don’t have access."

No End in Sight

Until we can come up with new systems and processes to cope with Digital Distraction, it will continue to take an increasingly expensive toll on our productivity. With this enormous cost, it would seem to make sense to invest resources to address the issue.

Special thanks to Larry Rosen and Alexandra Samuel, whose articles in the June 2015 issue of Harvard Business Review raised our consciousness to this important topic.

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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Tifani Leal

Professional Development Committee

By Tifani Leal, Professional Development Committee Chair

Exciting news! This year, the NAEO 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 utilizes for the Operator Training Program. Webinar topics and presenters are scheduled through July and available for registration on www.naeo.org.

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. Seats have been filling up quickly, so please reserve your space today!

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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Upcoming Webinars

Pre Summer Series Info Session
July 1, 2015 | 2:00 pm EDT

Presenter and Host: Theran Mossholder

Join the Education Committee as we discuss the upcoming IS Workshop in Charlotte, NC. We ask that everyone attending 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 about whether this workshop is for you, please attend to get a sneak peek on the topics that will be covered.

Supervisor Training - Part Three
July 15, 2015 | 2:00 pm EDT

Presenter: Deborah Anders
Host: Evelyn Portinari

Session 3: Training your successor: Learn to recognize and develop future supervisors

LMS - Learning Management System
July 29, 2015 | 2:00 pm EDT

Presenter:Theran Mossholder
Host: Tifani Leal

Join us to review the new NAEO Learning Management System. We will go over how to log into the site, add new employees and assign employees new training assignments.

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

Host: Evelyn Portinari

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

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

Presenter: Kevin Beale
Host: Robert Donnelly, FDC Chair

Amtelco’s Vision of the Future

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. Visit our archive.



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david drenk

Copy Shared Client Fields between IS Client Accounts

by David Drenk

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

An option to copy Shared Client Fields has been added to the Client Copy feature in the Intelligent Series (IS) Supervisor application. This option copies the values stored in the Shared Client Fields of one client account to the Shared Client Fields of one or more other client accounts.

Shared Client Fields are common Fields that can be used to store information about each client. Shared Client Fields can be inserted into Info Pages, Directory Fields, and message scripts to allow agents to read and edit information about a client while taking a call.

The Client Copy feature is located in the Client Setup pages of the IS Supervisor application.

To access the Client Copy settings, click the Client icon on the IS Supervisor Toolbar.

The Select Client window is displayed.

Select the Client account that contains the values that you want to copy.

The General Info page for the account is displayed.

Click the Copy icon on the Client Setup Toolbar.

The Client Copy window is displayed.

Source Client

The current account’s Client Account Number is displayed in the “Select Source Client” field. You can use the Src button to select a different client account from which to copy Shared Client Fields.

The Client Copy feature gives you the option of copying Agent Settings, Directory Settings, Info Pages, message scripts, and Shared Client Fields. All of these options are selected by default.

Agent Settings

This option copies all of the settings from the Agent Settings page of this client account.

Directory Settings

This option copies all of the settings from the Directory Settings page of this client account.

Info Pages (appends)

This option copies all of this client account’s Info Pages. The Info Pages are added to the destination client’s Info Pages rather than overwriting them.

Message Scripts (appends)

This option copies all of this client account’s messages scripts. The scripts are added to the destination client’s scripts rather than overwriting them.

Shared Fields

This option copies all of the values stored in this client account’s Shared Client Fields.

To exclude an item from the copy process, clear the check box next to the item name.

Destination Clients

Fields for entering a range of client numbers are displayed at the top of the right pane of the Client Copy window.

In the first field, type the account number of the first account to which you want to copy the client information.

If you want to choose a client account that already has been created, you can select it from the Client List by clicking the “First” button.

In the second field, type the account number of the last account to which you want to copy the client information.

Note: If you only want to copy client information to one account, you can leave the second field blank.

If you want to choose a client account that already has been created, you can select it from the Client List by clicking the “Last” button.

Create New Clients in range?

Select the “Create New Clients in range” check box if you want new client accounts to be created for account numbers in the selected range that do not already exist.

If you select this check box, any account number that falls within the range you specify and that has not been created will be created for you.

Clear this check box if you only want to copy client information to client accounts that already have been created.

Apply Copy to New Clients ONLY?

Select the “Apply Copy to New Clients ONLY” check box if you do not want to copy client information to any client accounts that already have been created.

If you select this check box, client accounts that already exist will be skipped in the client copy process even if they fall within the range you specify.

Clear this check box if you want to copy client information to existing client accounts.

Once you have finished selecting a range of destination clients and have selected the appropriate check boxes, click the “Copy to Clients” button.

The source client information is copied to the destination client accounts. When the copying is complete, the “Finished copying client” prompt is displayed.

Click the “OK” button to return to the Client Setup pages.

Requirements:
  • IS Server 4.1.4924.19197 or later
  • IS Supervisor 4.1.4924.0 or later
  • IS Messaging
  • SQL Server 2008 R2 Standard Edition or later
  • 64-bit Microsoft Windows Server 2008 R2 or later

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david drenk

Escalate Non-Live Calls to a Different Call Distribution Table after a Customizable Number of Rings

by David Drenk

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

With Infinity release 5.61.13, Amtelco added the ability for Infinity to change the call distribution of a non-live call if the call is in Waits for a certain number of rings. The number of rings is customizable, as is the Call Distribution Table that is used for the escalation.

The escalation settings are located in the System Settings section of the Infinity Supervisor application.

To configure the settings, open the Infinity Supervisor application and click the System Settings icon. The System Settings pages are displayed.

Select “System Forms & Lists” on the Window menu.

The System Forms and Lists pages are displayed.

Click the Distribution tab.

The Distribution page is displayed.

The left pane of the Distribution page contains a list of all Call Distribution Tables (CDTs) that have been constructed in Infinity.

Select a CDT to which you want to add escalation. For example, you could select a CDT used for voicemail callback calls that you want to escalate to a higher priority if they are not answered in five rings.

Click the Options tab.

The Options page is displayed.

Non-Live Options

The settings in the Non-Live Options pane are used to configure the escalation of non-live calls to another CDT after a specific number of rings.

In the first field, type the number of rings that should trigger the escalation.

The second field contains a menu of CDTs. Select the CDT to which you want to assign the call after the specified number of rings.

When you have finished configuring the Non-Live Options, the text in the Non-Live Options pane should indicate the escalation that will be used for non-live calls. For example, if you entered “5” and selected a CDT numbered 003 and named “High,” the text would indicate, “After 5 rings, switch to (003) High.”

When you have finished making changes, click the Home button. The “Save Changes?” prompt is displayed.

Click the Yes button to save your changes to the Infinity database.

Call Distribution List Report

The Call Distribution List report has been changed to show the new fields for escalating to a different CDT for non-live calls. The escalation information for live calls has been moved to the last page of the report and is followed by the escalation information for non-live calls.

Requirements:
  • Infinity 5.61.13 or later
  • Infinity Supervisor 5.61.02 or later

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