Newslinks November 2015 - NAEO

November 2015

Regular Columns

Get Inspired
by Gary Blair

Featured Articles

2016 Annual Conference Presenter Details
by Lina Masri-Cunningham

2016 Annual Conference
Sponsorship Opportunities

Upcoming Webinars

NAEO William & Eleanor Curtin and
Christina Collins Educational Scholarships
Deadline This Friday

First Person: Time to Set a New Goal
Gary Pudles

IS SMS Webinar Follow Up
Michael Goumas

Amtelco Annex

Infinity Web Chat Generates Calls from Web Pages
by David Drenk

Provide Advanced Group Messaging Capability with IS Dynamic Group Dispatch
by David Drenk

Get Inspired

Submitted by Gary Blair

Fall has always been my favourite season. The time when everything bursts with its last beauty, as if nature had been saving up all year for the grand finale.

~ Lauren DeStefano

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Lina Masri-Cunningham

2016 Annual Conference Presenter Details

By Lina Masri-Cunningham, Conference Chair

What Does it Take to Be a 21st Century Leader?

Michael Gunther Topic for NAEO 2016

Concepts and ideologies about workplace management are constantly evolving. “Engagement” is currently a hot topic. However, the frequency with which this term gets used has made it ambiguous and unsubstantial.

Many leaders attempt to grow their businesses through innovation and constantly improving their work environment — but time and time again, I have seen leaders struggle to be consistent and intentional with their focus. In fact, a recent study stated that over 70% of employees don’t feel engagement in their work environment.

Many tools and methodologies designed to increase engagement have fallen short of their promise because they lack the core of engagement: The Collaborative Leader™. Every engaged and effective team starts with leadership. Authentic leadership is an immense challenge, but it is not insurmountable. Michael Gunther, Managing Partner of Collaboration Business Consulting, will discuss how you can become the leader your team desires and how to truly build a collaborative work environment that delivers consistent results.

About Michael Gunther:

I’m an advocate for small businesses and entrepreneurs — they truly are the foundation of our nation’s communities. The way I see it is that they make up the core of every community. And it’s always been my desire to see entrepreneurs and, thus, small businesses, succeed.

It was with this desire that I founded Collaboration LLC in 1995. Today, I lead an extraordinary team that specializes in every aspect of growing a business — management, finance, sales, marketing, and operations. Through our specialized consulting, coaching, and educational programs, we’ve assisted hundreds of existing businesses to achieve their goals, guided hundreds of new businesses to get started, and even led dozens of clients to earn double-digit increases in profits during the recession.

With an education in business administration and psychology, I have worked with thousands of leaders in creating sustainable collaborative work environments that obtain consistent results. I have been working with business owners and management teams for 20 years, with a commitment to being a relentless learner, relationship centered, creatively disciplined and outcome focused. This commitment has allowed me to achieve significant results for our clients.

Keynote Biography: Colin Sprake

Colin H.A. Sprake is a heart-centered Business Sherpa, author, speaker, trainer and creator of The Ultimate Business Success System…with SOUL!, a 7-Step System to $10K profits per month or more, in 12 months or less — SUCCESS GUARANTEED.

A South African native and serial entrepreneur with decades of experience building multiple million dollar businesses globally in various industries and economies, Colin founded Make Your Mark Training & Consulting in 2004 with a passion to assist entrepreneurs to realize their full revenue and profit potential and do it with heart, making a positive impression on those their businesses impact: staff, colleagues, vendors, families and the community. Colin has built Make Your Mark Training on the core values of trust, respect for the individual, unconditional gratitude, integrity, openness to possibilities and commitment to excellence. He also places people above profits.

In May 2015, Colin was accepted to be a part of an elite group called Transformational Leadership Council with Jack Canfield (Chicken Soup for the Soul series) Colin is one of two Canadians who have been accepted as a member into this elite group of global leaders. Colin is also a #1 selling author who currently has four #1 bestsellers to his name: Entrepreneur Success Recipe: The Key Ingredients that Separate the Millionaires from the Strugglers, Stand Apart (co-authored with Dan Kennedy, Power Principles for Success (Colin Sprake & Brian Tracy), and Entrepreneur Success Stories. Colin’s articles and interviews have appeared in many local and international print media and he has also appeared on many channels as a guest business expert: Global, MSNBC and CTV, to mention a few.

A highly sought-after keynote speaker and trainer, Colin guarantees his audiences will walk away from his presentations, no matter how long or short, with practical tools and strategies they can use immediately in their lives and businesses to achieve greater success and make a positive impact in the world. He also teaches that success is attainable in both family and business without sacrificing one for the other.

Colin currently resides in South Surrey, British Columbia, Canada with his beautiful wife and two daughters. He makes family his #1 priority.

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2016 Conference Sponsorship Opportunities

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. 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
Opening Reception Entertainment Sponsor: $2,000 - SOLD OUT!
Free Night in San Diego Transportation Sponsor: $1,000
Professional Development Advanced Technical Workshop Gold Sponsor: $1,000
Professional Development Advanced Technical Workshop Silver Sponsor: $500
Daily Break Sponsor: $500
Exhibitor: $500
Business Over Breakfast: $300

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Upcoming Webinars

A Guide to UltraComm’s Best Kept Secrets
December 2, 2015 | 2:00 pm EST

Presenter: Mike Burkinshaw and Maire McGuire
Host: Lainya Hohn

Discover some of the most beneficial features of UltraComm that you may not currently be taking advantage of. Join industry leaders to learn how Broadcast, Inbound Email, Embedded Commands and other hidden features can save you time and money without the headaches of additional equipment or expense.

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.


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NAEO William & Eleanor Curtin and Christina Collins Educational Scholarships Deadline This Friday

As a member of NAEO, you are able to offer your employees the ability to apply for two different scholarships that will allow them to grow along with you and your company.  Or, you could apply for one yourself. 

These scholarships can help offset training and professional development costs for one of your employees.  The Curtin Scholarship and the Christina Collins Scholarship will be awarded this winter in time to use for the NAEO 2016 Annual Conference. Visit the NAEO Scholarship Homepage to see more information and access the new online scholarship applications.

The Curtin scholarship recognizes the immense contributions made by the Curtin Family to the messaging industry, and their lifelong mission to educate and inspire their valued customers.  The winner of this $500.00 cash award can use it to attend a conference or for the development of an innovative approach to call center management in his or her office.

The Christina Collins Educational Scholarship Fund was established in loving memory of Christina Collins, who was a great advocate of education.  The winner of this scholarship is able to attend the annual NAEO, ATSI or CAMX conference or any other seminar or training sponsored by NAEO (registration fee, room and board with restrictions) within 18 months from the date awarded.

Applications are due no later than December 4, 2015 end of day. 

For any additional questions regarding NAEO scholarships please contact naeoawards@naeo.org.

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First Person: Time to Set a New Goal

By Gary Pudles

People who know me understand that I set goals all the time. I set economic goals for my business, personal goals for my weight (not too much success there) and all kinds of goals related to my fun time activities, my family, etc.

Over the last two years, I've shared many of my goals with my employees because it makes me accountable for continuing to work on achieving my goals. I think it was two years ago when I talked about my weight goals that continue to elude me. It is said that a goal not written down and shared is simply a wish. I'm not sure I agree 100% with that statement — but writing down a goal and sharing it seems to make the goal more real. Do you share your goals with anyone or do you keep them to yourself?

When my children all left for school, I set a goal to work on "bucket list" items and to achieve at least one per year. Of course, in the 26 months since I set that goal I've achieved three goals that I think of as "bucket list" worthy. I broke 100 in golf for the first time, I went to the Calgary Stampede and, most recently, I played with my band for a paying crowd (one of the best nights of my life).

So now I'm looking for inspiration. What goal do I want to set for 2016? Do I want to play more or better golf? Do I want to play out more with my band? Maybe a goal to play before a bigger crowd? Or, do I want to go after something completely different?

I'm not sure what I will pick next, but I'm getting excited just thinking about it. Hope you are ready to go after your goal!!!

A Useful Article: The Cry Babies Club by Paul R. Roy

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Michael Goumas

IS SMS Webinar Follow Up

By Michael Goumas

After the webinar for IS SMS, I wanted to show something simple and yet useful to anyone who is using Contact Based Dispatching or IS Dispatching.

IS SMS

Many times when using SMS through the IS Server, there will be a response on the message. Without scripting, you probably can’t see that there was a response. I have created a simple display element with the following inside it.

If there is an SMS reply, there is a System Shared Field that holds what I want to say to the operator/dispatcher. It just has "--- Text reply received ---".

If there is an MSM reply, there is a System Shared Field that holds what I want to say to the operator/dispatcher. It just has "--- MSM reply/acknowledgement received ---".

If there is an MSM read receipt, there is a System Shared Field that holds what I want to say to the operator/dispatcher. It just has "--- MSM read ---".

I have an additional one there that can tell the operator/dispatcher that the message was previously delivered in IS just so they know that they are entering in to the dispatching process after we have successfully dispatched the call previously. In addition to this, I do have a button on my dispatch screen that uses a Prompt User to show the IS history of the message (Script field: _history)

Using IS Webscripting:

If you have IS, you also have a 2 user license for the web scripting components. There are three options for web scripting:

  1. Public Web Scripts: This publishes the script out to the web to be used. This will create messages if the script is completed.
  2. Public Web Test Drive: This publishes the script out to the web to be used. This will not create a message but will do any electronic sends (SMS through IS, Fax through IS, Email through IS, etc.). One of the biggest uses that I have for any of the web scripting is giving the client the ability to see what and how their script runs and what the operators see with each decision. No longer do I have to type, write, send smoke signals about their scripting. I just publish the script to the public web, send them the link and let them test run it at their leisure.
  3. IS Web Script: This is a special version of the public web script. It will act the same — with the biggest exception in that it can only be run from within IS Web. And, it is client specific. So one client's IS web script is not runnable from another client. I use this if the client wants to be able to update information that our operators see in the script. I can have this little script update a shared field or two on the client and then the main operator script reads those shared fields in to the script OR, since I use the shared fields in InfoPages, I display those shared fields on the client’s InfoPage.

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david drenk

Infinity Web Chat Generates Calls from Web Pages

by David Drenk

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

The optional Infinity Web Chat feature provides web browser users with the ability to communicate directly and immediately with Infinity operators.

The Web Chat feature enables Internet and intranet users to click a hyperlink on a web page to send a request for a chat session to an Infinity operator. The chat session is presented to the operator as an incoming secretarial call in the Chat call state in the Infinity Telephone Agent workstation application.

The Infinity Web Chat feature also is equipped with the ability for Infinity operators to push specific web pages to a user’s computer screen on request. The Internet Explorer browser is required on the operator’s workstation, but the user initiating the chat can use any up-to-date web browser.

Using Infinity Web Chat

The Infinity Web Chat feature enables a call center to offer people browsing the Internet or an intranet the ability to chat online with an Infinity operator. This is accomplished by placing a Web Chat hyperlink on the call center customer’s web page. When the web user clicks the hyperlink, a chat session request is sent to the call center’s Infinity system. This enables the user to ask an operator questions about the web page the user is viewing.

Building the Chat Hyperlink

There are two ways that the Web Chat hyperlink can be implemented. The Chat.htm and ChatLogin.htm pages can be installed on the Infinity Web applications server or they can be installed on the customer’s website. Installing the Chat.htm and ChatLogin.htm pages on the customer’s website allows the customer to customize the pages to suit the look and feel of their website.

If the Chat.htm and ChatLogin.htm pages are installed on the Infinity Web applications server, the Web Chat hyperlink must include a parameter indicating the Infinity Client Account Number of the customer on whose web page the Web Chat hyperlink is located.

The following example presumes that the Infinity Web Chat pages are installed in a folder titled Amtelco in the Inetpub folder on the web server and that the customer’s Client Account number is 12000.

http://WebSiteName.Domain/Inetpub/Amtelco/ChatLogon.htm?Account=12000">http://WebSiteName.Domain/Inetpub/Amtelco/ChatLogon.htm?Account=12000

If the Chat.htm and ChatLogin.htm pages are installed on a customer’s website, the Infinity Client Account Number can be configured in its JavaScript code for the ChatLogin.htm page and excluded from the hyperlink path. The path to the ChatLogin.htm page will vary.

Conducting a Chat Session — User View

Clicking the Infinity Web Chat hyperlink on the call center customer’s web page opens the ChatLogon.htm page. The user is prompted to enter his or her name and state a question to start the chat session.

Clicking the Call button on the ChatLogon.htm page opens the Chat.htm page.

The Chat page functions like most popular instant messaging platforms. Both sides of the conversation are displayed as the chat session progresses.

Ending a Web Chat Session

Clicking the Disconnect button ends the Web Chat session, closes the ChatFrame.htm window and returns the customer’s web browser to its normal functionality.

Conducting a Web Chat Session — Agent View

The ChatLogon.htm page generates a request in the Infinity server for an Infinity Web Chat session that appears on the call lines of the Infinity Telephone Agent screen as a call in the Chat call state.

When an operator takes the call, Infinity pops a web browser window in the Infinity Telephone Agent screen, and opens the ChatFrame.htm page in the browser with the Web Chat screen on the left and the customer’s web page on the right.

The URL of the web page to pop is configured on the General tab of the Chat screen in the Infinity Service Configuration application. The customer’s Infinity Client Account also could be configured to pop an IS Web Scripting script that guides the operator through the chat session.

The Web Chat screen functions like most popular instant messaging platforms. Both sides of the conversation are displayed as the chat session progresses.

1-Click Response

The 1-Click Response options make it quick and easy for operators to enter frequently used text and speed the process of the chat session. The 1-Click Response options are configured on the Phrases tab of the Web Chat screen in the Infinity Service Configuration application.

Push Sites

The Push Sites options make it quick and easy for operators to push web pages that suit the web user’s needs directly to the user’s web browser. The Push Sites options are configured on the Push tab of the Web Chat screen in the Infinity Service Configuration application.

Ending a Web Chat Session

Clicking the Disconnect button ends the Web Chat session, closes the ChatFrame.htm page and the corresponding web page, and returns the Infinity Telephone Agent screen to its Idle state.

System Setup

The Infinity Web Chat software runs as a service on the call center’s web server and provides a bridge between the Infinity system and Internet or intranet users. The software requires a dedicated station number in the Infinity system configuration and an Infinity operator identity that must be logged in 24 hours a day, 7 days a week.

It also is necessary to configure any Infinity Telephone Agent workstations that will be used to handle Infinity Web Chat calls. The principal elements of the Infinity Web Chat feature are the service itself, the system configuration and administration application, and a collection of ASPX web pages. All three components reside on the call center’s web server and are installed by the Infinity Web Applications installation routine.

Web Chat Administration

The Infinity Service Configuration application is installed on the call center’s web server and is the system administration tool for the Web Chat feature. The application’s home screen presents the controls to start and stop the Web Chat service when necessary.

The Navigation Menu on the left of the Infinity Service Configuration screen controls the display of a number of screens that are used to configure the functions of the suite of Infinity Web Applications, not just the Web Chat component of the suite.

Clicking the Connection hyperlink on the Navigation Menu displays the fields that are used to configure communication between the web server and the Infinity server, the Infinity Operator access authentication for the Web Chat feature, and the file locations on the web server that the Web Chat feature needs to access at run time.

Clicking the Chat hyperlink on the Navigation Menu displays the tabs and fields that are used to configure the Infinity Client Account that is fetched and the corresponding web page that is displayed when Infinity Web Chat sessions are activated. The Chat hyperlink also displays the fields that are used to create the 1-Click Response phrases available to operators and the URLs of Push Sites websites that can be pushed by operators to chat users at run time.

Web Chat Web Pages

The collection of Infinity Web Chat ASPX pages includes a number of task-specific pages. Different pages are presented as the web session progresses. The ASPX pages are installed at a location on the call center’s web server similar to the following example:

\\WebServer\Inetpub\Amtelco\WebApps\Chat

The ASPX pages are displayed when and as needed during the course of a web session. There is never a need to access or in any way modify any of the Infinity Web Chat ASPX pages.

Infinity Agent Identity Administration

The Infinity Web Chat feature requires an Infinity Operator identity that must be logged in 24 hours a day, 7 days a week, and a dedicated station number in the Infinity system configuration.

The Infinity Operator identity is created on the Operator Setup screens of the Infinity Supervisor application. On the Properties tab of the Operator Setup screens in the Infinity Supervisor application, establish the Name WEB and the Initials WEB as the Infinity Operator identity for the Web Chat feature. There is no need to create a Password, but one can be used if desired.

On the Access tab of the Operator Setup screens, select the Web Apps check box to configure the Infinity Web Chat Operator identity as an Infinity Station Type.

Telephone Agent Workstation Administration

Every Infinity Telephone Agent workstation that will be used to handle Infinity Web Chat calls must be configured to use the feature.

At the Infinity Telephone Agent login prompt, simultaneously press the CTRL and F12 keys to open the Setup Control Panel, and then click the Features hyperlink on the Navigation Menu at the left to display the Features settings screen.

Select the Web Support checkbox in the Pay-For Features settings to enable the workstation for Web Chat call traffic.

Requirements:

  • Infinity 5.51 or later
  • Infinity Telephone Agent 5.51.3209.03 or later
  • Infinity Web 1.01.04.13 or later
  • Internet Explorer 8.0 or later (on agent’s workstation)

Amtelco Part Number: 232S848

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david drenk

Provide Advanced Group Messaging Capability with IS Dynamic Group Dispatch

by David Drenk

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

The optional Intelligent Series (IS) Dynamic Group Dispatch feature enables contacts to be selected from an Intelligent Messaging script using multiple search criteria. The agent or script user is able to select groups of contacts from a list of groups that can be expanded to select individual contacts as well. The script programmer controls which groups are presented, the names of the groups, and the actions that are performed for the selected contacts.

The IS Dynamic Group Dispatch feature adds a Group Select Response Element to the Easy Script Editor. The Group Select Response Element allows the script programmer to name Groups and define how the members of Groups are selected. Each Group can be defined using an IS Directory search or an IS Directory OnCall search and can be configured with different Contact Roles.

General Properties

The General tab contains the general settings for configuring the pop-up window and creating groups.

Contact Definition: Click the Contact Definition menu to display the names of the Contact Definitions that have been created in Script Properties. Select the Contact Definition to which you want to assign a group of contacts.

Title: Enter the text to display in the title bar of the pop-up window.

Instructions: Enter instructions to display to agents and script users at the top of the pop-up window.

Groups: Use the Groups toolbar to create the groups that will be displayed in the pop-up window.

Icon Description

To add a new group, click the Add icon. Type the name of the group and then press the ENTER key.
After adding a group, click the group name and then click the Edit icon to configure the group using the Group Editor.
To delete a group, click the name of the group and then click the Remove icon. The group is removed from the list.


Icon Description

To move a group toward the top of the list, click the name of the group and then click the Move Up icon.
To move a group toward the bottom of the list, click the name of the group and then click the Move Down icon.

Group Editor

The Group Editor screen is used to configure a group. To open the Group Editor window, click the name of a group on the General Properties tab and then click the Edit icon.

Name: The Name property identifies a group in the IS database. For guidelines on selecting a name, refer to the topic "Naming Response Elements" near the front of this document.

Display Settings

The Display Settings determine how the group is presented to agents and script users.

Display Name: The Display Name is the group name that is displayed to agents and script users in the pop-up window.

Max Listings: The Max Listings property determines the maximum number of Directory Listings that will be included in the group.

  • Set Max Listings to the maximum number of Directory Listings that you want to include in the group (a number from 1 to 100).
  • Set Max Listings to 0 (zero) to display the most Listings possible (up to 100).

Expand Group: Select this check box to expand the group when the pop-up window is displayed. Agents and script users can expand or collapse groups by clicking the arrow icon to the left of the group name.

Select All: Select this check box to select this group and its members when the pop-up window is displayed. Agent and script users can deselect the group by clearing the check box next to the group name or can deselect individual group members by clearing the check box next to each contact’s Description.

Group Source

The Group Source settings determine which contacts are included in the group. Listings can be selected. Contacts can be selected from the IS Directory by Role and by searching directory fields for information contained in the message script. Contacts also can be selected from the IS Directory by searching for matching text in the contact’s Listing Descriptions. Contacts can be selected from an IS Directory OnCall schedule by Role, by Schedule, by Call Order, and by Date and Time.

  • To select contacts from the IS Directory by mapping search fields, select the Directory option.
  • To select contacts from an IS Directory OnCall schedule, select the OnCall option.
  • To select contacts from the IS Directory by searching Listing Descriptions, select the Description Search option.

Role Name: The Role Name property is available when Group Source is set to “Directory” or “OnCall.” To select contacts by Role, type all or part of the name of the Role.

Map Search Fields
A search field table is displayed when Group Source is set to “Directory.” Map directory fields to message fields to include contacts whose directory information matches the data contained in the message fields.

Directory Field: Click to display the names of the fields in the IS Directory Subject specified by the selected Contact Definition. Select each field in the directory that should be searched.

Message Field: Click to display the names of the fields in the message script. For each directory field selected, select the message field that will contain the information to search for in the directory.

Icon Description

The Delete icon deletes the selected mapping.
The Move Up icon moves the selected mapping higher in the table.
The Move Down icon moves the selected mapping lower in the table.

Search multiple fields: The “Search Multiple Fields” check box is displayed when Group Source is set to “Directory.” Select this check box to include contacts that match any of the search criteria. Clear this check box to include only contacts that match all of the search criteria.

Schedule: The Schedule property is displayed when Group Source is set to “OnCall.” Select the IS Directory OnCall schedule from which the contacts will be selected.

Datetime: The Datetime property is displayed when Group Source is set to “OnCall.” If a date and time is specified in the Datetime field, the group will include contacts assigned for that date and time in the on-call schedule. If the Datetime field is left blank, the group will include contacts assigned for the date and time that the Group Select action is performed by the message script.

OrderId: The OrderId property is displayed when Group Source is set to “OnCall.” IS Directory OnCall includes a Call Order setting that assigns a ranking to shift assignments. If a number is specified in the OrderId field, the group will include contacts that have been assigned that Call Order in the on-call schedule.

Search Text: The Search Text field is displayed when Group Source is set to “Description Search.” The group will include any Directory Listings that contain the Search Text in the Listing Description. Specify the text that you are seeking.

Actions Properties

The settings on the Actions tab are used to specify actions to be performed for each contact that is selected by the agent or script user. The number of times that each action is performed will be equal to the number of contacts that were selected.

Note: For dispatching a message, the following actions are designed to be used with the Group Select element:

  • Contact Send Email
  • Contact Send Fax
  • Contact Send Page
  • Contact Send Secure Message
  • Contact Send SMS Page
  • Contact Send Vocera Page

The Send to Dispatcher and Contact Dispatch actions are not designed for use with the Group Select element because they create a dispatch job for only one contact, not a group of contacts.

Other actions that terminate the script, like a Navigate action set to “Close” or “Cancel,” also will stop the Group Select element from performing actions on multiple contacts.

To add or remove actions, click the Add/Remove Actions hyperlink.

At runtime, the Groups are displayed as folders in a pop-up window. The agent or script user can select the check box next to a group name to select an entire group and can expand the folders to select individuals within a group.

When the agent or script user clicks the OK button, the actions assigned to the Actions tab are performed for each of the selected contacts.

Requirements:

  • IS Server 4.1.4983.18588 or later
  • IS Supervisor 4.1.4924.5 or later
  • IS Messaging
  • IS Directory Contacts
  • IS Dynamic Group Dispatch
  • IS Faxing (optional)
  • miSecureMessages (optional)
  • IS Vocera Integration (optional)
  • 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 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)

Amtelco Part Number: 232MP157

 

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Newslinks is distributed monthly to NAEO members.

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