October 2013

Regular Columns

From the Editor
by Betty Bouchie

Be Inspired
by Gary Blair

Something to Smile About...

IS Tip
by Kevin Procter

Widgets
by Michael Goumas

Killer Words of Customer Service
by Nancy Friedman

Featured Articles

Nominations Open for NAEO Board of Directors!

2014 Conference: Mark Your Calendar!

Mid-Year Financial Report
by Gordon Mott

Webinar Recap
by Evelyn J. Portinari

Upcoming Webinars

 

Amtelco Annex

Infinity Employee Checkin Behavior Uses a Passcode for Verification When an Employee Checks in
by David Drenk

IS Message Archiving and Retrieval
by David Drenk

From the Editor

by Betty Bouchie

No problem, you're welcome, my pleasure!

When is "no problem” a problem? Well for some people and in some circumstances, replying with "no problem” is a problem. This is one of those things that go unnoticed by most people, but for those who are conscious of words and meanings, "no problem” infers that there was a problem in the beginning. If you can replace "no problem” with one of the phrases below, then it is appropriate. Otherwise, maybe "you’re welcome", "my pleasure"— or even "no worries”.

That will not cause a problem for me or anyone else. (No problem is informal.) Mary: Do you mind waiting for just a little while? Bob: No problem. Sue: Does this block your light? Can you still read? Jane: That causes no problem.

I can easily do what you have asked. You can just call and say I need a babysitter tonight and we'll send one out, no problem.

I am not upset by this. I'm sorry, but we need to go home now. No problem.

I was happy to do it; you're welcome. I put some lettuce and tomato on the sandwich. Oh, thank you. No problem.

Here is an interesting article from the news, on the same topic. My pleasure.
http://www.cbsnews.com/8301-3445_162-57580598/no-problem-yes-its-a-big-problem/

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Be Inspired

Submitted by Gary Blair

There is a great difference between worry and concern. A worried person sees a problem, and a concerned person solves a problem.

~ Harold Stephens

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Something to Smile About...

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IS Tip

No Problem

by Kevin Procter, Extend Communications Inc.

I know a bus driver in a small Ontario city — way up in the great white north — who thrives on the exchange of polite salutations. In his workday, he doesn't have in-depth discussions with too many people, but he does give and receive all kinds of "Please” and "Thank You” salutations. This number-one bus driver becomes irritated when he says "Thank You” and the rider doesn't say "You're Welcome”. This seemingly innocuous social interaction means a lot to him.

Likewise, off the bus, seemingly innocuous words can mean a lot to callers whom we service for our customers in this industry.

Operators need to be conscious of the salutations they use, such as saying "My pleasure” instead of "No problem”. While this may be an issue for operators who are interacting with their callers, is it equally important for an IS programmer?

Yours truly has never taken a call on our operator phones. So why should I care about the little salutation-type words I choose? Simple: I'm part of this great company, and each time I interact with my colleagues I am representing this company's culture and this field of programming to them. Further, when I interact with customers who wish to make changes to their account, I must always be prepared to use positive language. (This programmer loves interaction with the people for whom I'm writing software.)

One should make it a point to have a positive salutation/remark that is always at the ready. It's a good practice for anyone – but since this is a column focused on IS programming, it's especially pointed towards the code-loving creative folk who should always be aware of the language they use — both binary and verbal. If any of those folks were to thank me for this article — or any article these hands have created — I'd never say, "No problem" — but always "Thank you” or "My pleasure”, or "0100110101111001001000000111000001101100011001010110000101110011011101010111001001100101”

Now go forth programmers — go forth and multiply, divide, add and subtract; and always salutate in a positive manner.

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Widgets

How can I set repeat in a script?

by Michael Goumas, ProComm

I have a dispatch screen that I use to do all my dispatching through. I have a button at the bottom of the screen that says "Requeue". This sends to dispatcher in 10 minutes for most accounts. With IS dispatching or Contact Based Dispatching you don¹t create repeats. You send it back to the dispatcher in whatever time you need.

This way they always have a way to "suspend" the call pending a call-back.

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Tip of the Month: Killer Words of Customer Service

by Nancy Friedman, The Telephone Doctor

Are You Driving Your Customers Away?

A recent Telephone Doctor survey revealed these common sayings to be Killer Words of Customer Service. These Killer Words will distract your customers and potential customers away from the real point of your conversation.

So it's best we eliminate them from our routine. It’s not easy to do. If it were easy to do, everyone would be doing it…and we know everyone isn’t doing it.

Remove these Killer Words from your vocabulary and watch your customer interactions improve.

1. "It’s not our policy.”– Ouch! Okay, okay, most every company has policies and it’s something we need to deal with on a daily basis, I’m sure. What we realized was it’s not necessarily the policy that’s frustrating, it’s blurting out first and foremost, "It’s not our policy” or in some cases it’s "their” policy.

The policy needs to be rephrased so that it starts off in a more positive way. We like to say "rejecting gently.” And rephrasing policies are a good way to explain what’s not gonna happen.

Next time you find yourself saying, "That’s not our (their) policy.” Stop. Regroup and reword. Buffer it with, "Let me see what we can do. Normally the policy of that company doesn’t allow last minute changes. (The request must be stated so the customer hears that you’re going to go to bat for them.) However, we can sure tackle this.”

What happens here is sometimes when we go back on behalf of the client, it works. And then sometimes it doesn’t. But at least we double checked. And we didn’t just slough it off with, "I’m sorry. It’s not our/their policy.”

2. "Our computers are so slow.” – Big excuse. Everyone’s computer runs slow every once in a while. When you complain about your computer, it’s as though you’re complaining about your company. That’s how it’s perceived. And perception is reality. Take the time to say, "This might take a bit longer than I’d like it to. Tell me about…” and then ask a benign question that will take time and let the customer talk.

While most people do understand slow computers, they don’t like it. It kills the conversation.

3. "Calm Down.” – Oh man, does that make the hair on the backs of their necks stand up. In any movie or TV show I’ve watched lately, when someone is told to "calm down,” the next words are, "Don’t you tell me to calm down.”

Bill O’Reilly said that to a guest the other night. And the guest slammed back at him, "don’t you tell me to calm down.”

There are times when the client may need to vent. Your job is to listen and come in at the appropriate time with sympathetic and empathetic wording. Instruction on how to handle something is one of the last things they need. Get rid of "calm down.”

4. "No Problem.” – And they’re thinking, "When was I a problem?” I believe we can thank the "islands" for this one. When we take a cruise and ask for anything, what’s the first thing the waiter says? Right, "no problem.”

Well on the cruise it may be OK; however, back home it should be "you’re welcome,” "my pleasure,” "happy to help,” and a host of other ways to let the customer know you’re glad to do that.

"No problem" appears to be a big problem with your customers. Lose it. It kills the conversation.

5. "Yes, but…” – Hmm, what’s wrong with that? We all say it. Well, what’s wrong with that is the minute we say "yes, but,” the client knows something negative is coming. If you have ever said, "I love you so much, but…” There’s a condition coming, isn’t there? Here’s one way to change that: "Yes, we can do that. There is, however, a $50 additional fee.” Doesn’t that sound better than, "Yes, but…”?

Most people have phrases and pet peeves that aggravate them. Keep a list of your killer words (along with ours) and make an effort to avoid them.

Reprinted with the permission of Telephone Doctor Customer Service Training. www.telephonedoctor.com 314.291.1012

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Nominations Open for NAEO Board of Directors!

Inspired to contribute your efforts, creative ideas and passion to the smooth running and further development of our association?

If so, we strongly encourage you to let your name stand for election to the NAEO Board of Directors!

NAEO has begun to look for candidates to run for the NAEO Board for terms beginning in March 2014. There are three openings for next year; the election will be held at the business meeting at the Annual NAEO Conference in Dallas, Texas at the Omni Hotel.

Being a Board Member is an interesting and rewarding job. Besides meeting two or three times a year, you will share ideas and work with some of the best people in the industry. Directors gain special perspective on our industry and, of course, on the functioning of the very successful trade association that NAEO has become. It is also a three-year commitment to work to make a difference in our association and in the well-being of our members.

Candidates seeking election should be individuals who are action-oriented, enthusiastic, honest and hardworking. Both owners and key managers from hospitals and private TAS/Call Center businesses are eligible to run. Required is some in-depth experience in an organization that utilizes Amtelco call processing equipment and some time and enthusiasm to take on organizational and industry issues.

Board members are typically the Committee Chairpersons. While we meet in person two or three times a year, between conferences, we also conduct a great deal of business by email, telephone and conference calls. There is no monetary compensation for Board membership; however, in recognition of the efforts of the Board and the work that they do at the annual conference, Board members receive a 50% discount on conference fees. Additionally, all expenses that are incurred for travel to and from non-conference board meetings are paid by NAEO. Most of all, you will also get the personal satisfaction that comes from being part of the action for this wonderful association!

So, when the nominating committee calls on you, please consider running for the Board. We need people who love the industry and want to learn as much as possible and who are willing, ready and able to share their time and talents for the benefit of our industry. If you are not called, and you would like to be on the ballot, please contact one of us on the nominating committee. You can also nominate a fellow NAEO member or yourself (with two written seconds by current NAEO members) by filling out the nomination form.

Please note that the nomination forms are due to the NAEO Office by Monday, November 11, 2013 at 5:00 p.m. Central Standard Time.

For more specific information on the commitment of being a NAEO Board member, click here for the Board of Directors Job Description.

2014 Nominating Committee
Matt Crocker, Chair
Jim Wagner
Robin Bailey

For more information, contact Andy Shelp, Executive Director, at management@naeo.org.

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2014 Conference: Mark Your Calendar!

2014 Conference Logo

March 10-13, 2014

Omni Dallas Hotel • 555 South Lamar Street • Dallas, TX 75202

Keynote Speaker

Cy Wakeman is a dynamic national keynote speaker, business consultant, New York Times bestselling author, and trainer who has spent more than 20 years cultivating a revolutionary approach to leadership. Grounded in reality, Wakeman’s philosophy teaches people how to turn excuses into results and transform unhappy employees into accountable, successful members of the workforce. Through her prolific work with companies such as Bayer, New York Presbyterian, National Institutes of Health, Hallmark, Verizon Wireless, TD Ameritrade, and Wells Fargo, Wakeman has helped eliminate tired, impersonal management techniques in favor of a reality-based revolution.

Named one of the "Top 100 Leadership Experts to Follow” on twitter, Wakeman’s influence continues to build. Her programs are consistently ranked by participants as the single most impactful training they have ever received.

An expert blogger on FastCompany.com and Forbes.com, Wakeman’s ideas have been featured in The Wall Street Journal, The New York Times, The New York Post, and on SHRM.com. She has written two books, Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, & Turn Excuses into Results (Jossey-Bass; 2010) and The Reality-Based Rules of the Workplace: Know What Boosts Your Value, Kills Your Chances, & Will Make You Happier (Jossey-Bass; 2013).

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Mid-Year Financial Report (Jan. 1-June 30, 2013)

By Gordon Mott

I am pleased to share that our organization continues to move in a positive financial direction. There are two key components to our profit and loss statement: the conference and non-conference aspects. Both are on the positive side of this year’s budget.

The Nashville conference was highly successful and produced a net income of $19,200 based on gross revenue of $151,900 (registrations, workshops, sponsors and commission). Approximately $1,600 of that profit was attributable to the pre-conference workshops and the balance to the conference itself. This profit exceed budget by over $10,000.

The non-conference side of our operating statement comprises all other aspects of NAEO activities, including general administration, membership, education programs and board meeting expenses. Non-conference income (primarily membership dues) was $77,900, which exceeded last year’s income by $3,900. For the first six months, NAEO shows a non-conference loss of $(8,700) which is an improvement of $2,800 over 2012’s performance and $2,700 better than budgeted.

A major reason for the membership dues increase implemented this year was to 1) initially balance our non-conference expenses against revenue (and eventually run profitably) and 2) build NAEO’s capital account to support new programs and other opportunities presented. We have started that process.

The consolidated operating statement for the first six months shows a total income of $229,816 (which includes the conference commission check, which was not received until August) against expenses of $219,290 for a net profit of $10,526. With the continuing income stream from dues and no major expenses for the balance of the year (plus a very positive Atlanta IS workshop), NAEO should enter 2014 on a financial upswing.

If you have any questions or comments regarding the financial statements, please do not hesitate to contact me.

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Webinar Recap

By Evelyn J. Portinari

If you missed the September 4 webinar, "End of Summer Blues Buster", be sure go to the NAEO website to check out the recording. Deborah Anders, The Legacy Connection; Evelyn Portinari, Always On Call; and Gail Russell, Salina Regional Health Center, led an interactive discussion on ways to pump up your call center staff's enthusiasm at the end of summer. Get your call center staff ready for the upcoming busy holiday season with some great ideas for staff recognition and celebration, including fun activities for Customer Service Week, October 7-11.

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Upcoming Webinars

Holiday Scheduling
October 16, 2013 | 2:00 pm ET

Presenter: Deborah Anders
Host: Evelyn Portinari

The holidays are just around the corner – are you ready? Preparing for the holidays can be a stressful time of year for our industry. Join your friends at NAEO to share our tips, helpful hints and best practices to help you and your staff (and your customers, of course) survive this hectic time of year. We will discuss and share ideas for: setting "holiday mode” in our system, communicating with our customers, staffing concerns, and how to keep up our team members' morale – as well as other topics to make our holiday experience more efficient and trouble-free for all. Sign up today – space is limited!

How to Deal with Difficult Staff
October 30, 2013 | 2:00 pm ET

Presenter: Mari Osmon
Host: Evelyn Portinari

This Webinar is designed to show how to deal with difficult staff. Any difficult person can be handled with confidence, once you understand their personality, their triggers and how to communicate effectively with them. Take emotion out of the conversation and introduce logic and reasonable conclusions. It’s not easy; however, it is very effective when you learn the basic techniques.

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david drenk

Infinity Employee Checkin Behavior Uses a Passcode for Verification When an Employee Checks in

by David Drenk

Infinity Employee Checkin Behavior is an optional account behavior that verifies a passcode when an employee checks in. If the passcode is entered correctly, the status change event is sent to the system printer and the account’s status is updated to "Checked In” or another status of your choice.

The Status Schedule can be used to send a cue to an operator if the employee fails to check in. Infinity automatically cancels the next cue if the employee checks in on time.

To check whether the Employee Checkin Behavior feature has been enabled on your Infinity System, open the Infinity Supervisor application and click "System Settings.” Open the Window menu and select "System Configuration.” If you have purchased the Employee Checkin Behavior, it should be listed under "Enabled Features.”

To configure an account for Employee Checkin Behavior, open Infinity Supervisor Client Setup and enter the account number. The account settings are displayed. Select the Source Setup page from the Page menu.

Select the appropriate Behavior tab. Set the Standard behavior to "Employee Checkin.”

The default status is set on the Status page. Open the Default Status menu and select the digit assigned to "Checked In” or the status you prefer. If the status is not assigned to a digit, you must first assign the status to a digit and then select the digit in the Default Status menu.

The Checkin Passcode is set on the Voice Mail page, under Checkin Options, Security. Enter the passcode in the "Checkin Passcode” field. Click the Save button to save your client changes.

When setting up an account for Employee Checkin Behavior, record a client greeting that instructs the caller to enter the passcode.

When a call is placed to the phone number that is set up as the Source for an Infinity account that uses the "Employee Checkin” behavior, the greeting plays. The employee must then enter the digits of the passcode. If the digits match the Checkin Passcode, a Checkin event is sent to the System Printer and the account status is changed to the default status.
If an operator checks the status of the account, the operator can view the date and time that the status was updated and determine the last time that the employee checked in.

Use the Infinity Schedule to schedule a "Cue Client” event for each hour or other time period that the employee needs to check in. If the employee checks in, Infinity automatically cancels the cue that is due next so that the operator is not notified. If the employee does not check in before a cue comes due, the cue is displayed to an operator to notify the operator that the employee failed to check in.

The system printer records the events related to the Employee Checkin Behavior.

  • Each time that an employee checks in, the system printer prints the date, the time, "Status changed for” the account number, "by vm to,” and the default status.
  • At the time that a cue comes due, if the employee has checked in for that period, the system printer prints the date, the time, "Employee Checkin Canceled. Acct,” and the account number.

Requirements:

  • Infinity 5.60.11 or later
  • Infinity Supervisor 5.60.08 or later
  • Employee Checkin Behavior

Amtelco Part Number: 232S841

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Kelli Harrigan

 

IS Message Archiving and Retrieval

by David Drenk

The Intelligent Series (IS) System Schedule is used to schedule the archiving and purging of data from the IS server. Archive tasks and purge tasks can be created, edited, and monitored from the System Schedule.

Amtelco recommends regular archiving and purging to keep records of old information and to maximize available disk space. Schedule archiving and purging tasks at periodic intervals throughout the year.

System Schedule Navigation

The System Schedule Navigation Menu is located to the left of the Schedule pages. The Navigation Menu controls the display of different pages within the Schedule.

To open a specific Schedule page, click the desired hyperlink in the System Schedule Navigation Menu.

The Schedule hyperlink is used to access information about all scheduled tasks including reporting, archiving, purging, Holiday Mode changes, and data transformations. Clicking the Schedule hyperlink expands the Navigation Menu to display a hyperlink to the All Items page.

All Items

The All Items page is used to view, add, edit, and delete holiday, archive, purge, and data transform tasks and to view and delete scheduled report tasks.

The All Items Toolbar

The All Items toolbar contains icons for adding, removing, and deleting scheduled tasks, plus a Refresh command.

The Schedule Item window is displayed.

Schedule Item

The Schedule Item window is displayed when a task is added to the schedule using the green plus icon or edited using the pencil icon .

Action

The Action menu determines the type of task that is scheduled. When a task is being edited, the Action menu is read-only.
Click the drop menu and select the type of task that you want to schedule.

Action

Description

Archive Messages

 

The Archive Messages action is used to copy Intelligent Series messages from the Intelligent Series database to another location. Amtelco recommends archiving messages on a regular basis to create records of old messages so that they can be removed from the database. Archiving is required before data can be purged from the database.

Note: Archiving only creates a record of messages older than the Message Purge Time. It does not create copies of newer messages, and therefore is not a substitute for backing up your database server data on a daily basis. The Message Purge Time is set on the Messaging page.

Purge Messages

 

 

The Purge Messages action removes Intelligent Series messages that are older than the Message Purge Time and have been archived. Purging is essential to maintain free space on the database server. Without scheduled archiving and purging, the database eventually would run out of disk space.

Note: Only archived messages older than the Message Purge Time will be purged. The Message Purge Time is set on the Messaging page.

(1) Parameters

The Parameters pane contains settings based on the selected action.
There are no parameters for the Purge Messages action.

File Path on Server

The File Path on Server parameter is displayed when the Archive Messages action is selected.

Enter the path to the location where the archived data should be saved. This path must be accessible from the Intelligent Series server, not your local workstation.

When the archive is run, an XML file is created in that location. The file’s name is "archive” followed by an ID number that contains the year, month, date, and time (in military format) that the archive was created.

For example, an archive created on February 1, 2007 at 11:30 PM (23:30 military time) would be named: archive200702012330.xml

(2) Scheduling

Use the settings on the Scheduling pane to specify when the selected action will take place.

Recurs

Click the drop menu and select the frequency that selected action should be performed.

Setting Recurs to "Never” will perform the action only once, at the date and time selected under Beginning. Other options for recursion are "Hourly,” "Daily,” "Weekly,” and "Monthly.” The options in the right column change depending on which recursion option is selected.

Beginning

The Beginning field indicates the date and time that the Intelligent Series server will first attempt to perform the action. If the Beginning date and time fit the restrictions selected in the right column, the action will be performed at the selected date and time. If the action is limited to a specific time, days of the week, or dates in a month, the action will be performed at the first opportunity to meet those requirements after the Beginning date and time.

To set a date and time, click on the portion of the date or time that you want to change, then type a new value or press the Up or Down Arrow key on the keyboard.

To set the date using a calendar, click the drop menu.

The calendar opens at the current month.

  • Click a date on the calendar to select that date.
  • Click the Today hyperlink at the bottom of the calendar to select today’s date.
  • Click the left arrow icon to display the previous month on the calendar.
  • Click the right arrow icon to display the next month on the calendar.
  • Click the month and year at the top of the calendar to change to a calendar of months.

After selecting a date, set the time by clicking on the portion of the time that you want to change and then typing a new value or pressing the Up or Down Arrow key on the keyboard.

Runs

The Runs options vary depending on the value selected in the Recurs menu.

  • If Recurs is set to "Never,” the only option for Runs is "One Time Only.”
  • If Recurs is set to "Hourly,” click the drop menu and select "Every Hour” or the number of hours between each run.
  • If Recurs is set to "Daily,” click the drop menu and select "Every Day” or the number of days between each run.
  • If Recurs is set to "Weekly,” a calendar is displayed for selecting the days of the week that the action runs. First, click the drop menu and select "Every Week” or the number of weeks between each run. Next, click the days on the calendar that the action should be performed. Selected days are highlighted in orange.

  • If Recurs is set to "Monthly,” a calendar is displayed for selecting the days of the month that the action runs. First, click the drop menu and select "Every Month” or the number of months between each run. Next, click the days on the calendar that the action should be performed. Selected days are highlighted in orange.

Click the button to schedule the task.

The task appears in the Intelligent Series Schedule.

Settings

The Settings hyperlink is used to set the Message Purge Time.

Setting the Message Purge Time

To set the Message Purge Time, click the Schedule hyperlink.

The Messaging page is displayed. The Messaging page contains a field for setting the Message Purge Time.

Message Purge Time (days)

The Message Purge Time is the number of days that a message will be kept before it is archived or purged. The setting is used for archiving and for purging:

  • Messages older than the Message Purge Time will be archived during the next scheduled Archive task.
  • Archived messages older than the Message Purge Time will be purged during the next scheduled Purge.
  • Messages cannot be purged until they have been archived.

Enter the number of days to keep messages before archiving or purging.

Click the button.

Archive Retrieval

The Archive Retrieval hyperlink is used to retrieve information that has been archived.

Clicking the Archive Retrieval hyperlink expands the Navigation Menu to display hyperlinks to the Messages page and the Oncall page.

Click the Messages hyperlink to open the Messages page.

Messages

The Messages page is used to retrieve archived IS messages from an archive file or a folder containing multiple archive files.

One File

To retrieve information from a single archive file, select the "One file” option button.
Type the path to the archive file and the archive file name, or click the button to browse for the file.

Note: The browse window displays the local drives and drive mappings of the local workstation. If the archive file is located on a server, you need to copy the file to a local drive or map a drive to the server before you can browse for the file.

Each archive file is named "archive” followed by an ID number that contains the year, month, date, and time (in military format) that the archive was created. For example, an archive created on February 1, 2007 at 11:30 PM (23:30 military time) would be named: archive200702012330.xml

Folder (Multiple Files)

To retrieve information from multiple archive files, select the "Folder (Multiple Files)” option button.

Type the path to the folder that contains the archive files, or click the button to browse for the folder.

Note: The browser window displays the local drives and drive mappings of the local workstation. If the archive folder is located on a server, you need to copy the folder to a local drive or map a drive to the server before you can browse for the folder.

One or more Archive Retrieval Parameters can be used to focus the archive retrieval on specific kinds of IS messages.
The Archive Retrieval parameters can be restored to their default values by clicking the button.

Client

Enter the Client Account Number associated with the messages that you are seeking.

Client Account Numbers are defined in the Client Setup pages.

Search All Times

Select this check box to retrieve messages taken at any date and time.

To limit the archive retrieval to messages taken within a specific date and time range:

  1. Clear the Search All Times check box.
  2. Specify the start of the date and time range in the Taken Start Date/Time field.
  3. Specify the end of the date and time range in the End field.
Taken Start Date/Time

When the Search All Times check box is cleared, this field determines the earliest date and time that messages included in the archive retrieval were taken.

End

When the Search All Times check box is cleared, this field determines the latest date and time that messages included in the archive retrieval were taken.

To set a date and time, click on the portion of the date or time that you want to change, then type a new value or press the Up or Down Arrow key on the keyboard.

You can edit a different portion of the date or time by pressing the Left or Right Arrow key on the keyboard.

To set the date using a calendar, click the calendar icon.

The calendar opens at the current month.

  • Click a date on the calendar to select that date.
  • Click the Today hyperlink at the bottom of the calendar to select today’s date.
  • Click the left arrow icon to display the previous month on the calendar.
  • Click the right arrow icon to display the next month on the calendar.
  • Click the month and year at the top of the calendar to change to a calendar of months.

After selecting a date, set the time by clicking on the portion of the time that you want to change and then typing a new value or pressing the Up or Down Arrow key on the keyboard.

Agent Initials

To retrieve archived messages taken by a specific agent, enter the agent’s initials.

Agent initials are defined in the Agent Setup pages.

Urgent Messages

To limit the archive retrieval to urgent messages or non-urgent messages, select the appropriate option.

Delivered Messages

To limit the archive retrieval to delivered messages or undelivered messages, select the appropriate option.
After the Archive Retrieval Parameters have been set, click the button to retrieve the archived messages.

The Archived Messages window is displayed.

Archived Messages

The client number is displayed at the top of the Archived Messages window. For each file or folder searched, the Archived Messages window lists the name of the archive file or folder, the number of messages found in that file or folder, and the time it took to search that file or folder. This information is followed by the archived information about each message.
As the messages are loading, "Searching and Filtering—Please Wait” is displayed at the top of the Archived Messages window. When the messages have all been loaded, "Search Complete” is displayed.

The contents of the Archived Message window can be printed or can be copied to another application.

To copy the text to another application, select the text and press CTRL + C or right-click the text and select "Copy.” Then select the field where you want to paste the text and press CTRL + V or right-click and select "Paste.”
To print the information in the Archived Message window, click the button.

Find

To search for specific text within the Archived Messages window, type the text into the Find field. Then press the ENTER key or click the button.

The first occurrence of that text will be highlighted.

To find the next occurrence, press the ENTER key again or click the button again.

When the end of the archived messages is reached, a "Text not found” message is displayed.

Click the button to close the Find Results window.

Click the button to close the Archived Messages window and return to the Archive Retrieval page.

Requirements:

  • IS Supervisor 5.40.2565.2 or later
  • IS Messaging
  • SQL Server 2000 or later

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© 2013 National Amtelco Equipment Owners. All Rights Reserved.
NewsLinks is distributed quarterly to NAEO members.

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