January is all about starting anew, and making resolutions. Now most of the resolutions made for the New Year will not be kept. Maybe it is time to think about resolutions differently. It is the "thinking about” that makes the difference. Often, resolutions are made last minute, or for the wrong reasons and are just too broad. Perhaps, if we think through why we want to make the resolution, we can clarify the specific outcome we really want to achieve.
Here are two links, one to help you clarify your thinking process, and one to help you clarify your resolutions. Happy New Year and all the best for 2012 (at least until December 21).
Emergencies have been part of life since life began. In times where emergencies require specialized help, there is this wonderful industry in which we dwell. This writer was one of the great unwashed at one time, with no knowledge of call-centres, save the occasional Slap-ChopTM commercial. That sad reality, however, was changed with an introduction to emergency dispatch in June, 2010: I was brought into Extend Communications and quickly given to the Lyons.
Having been a programmer for many years, logic process was part of my cognitive makeup. Still, finding my way through the call-centre paradigm has been a satisfying challenge. This last year especially has been a great year for learning, growing, and achieving success – within the entire industry, I do believe.
I love working with computers, as I'm a geek through and through and proud to be one. Having supported a variety of industries via IT, I've always found myself surprised at how many tasks are computerized that we take for granted. The same goes for this industry. The hardware, the software, the community of people sharing ideas online, and an industry where it seems only socially adept persons should apply. Further, I like to think and hope everyone in this industry might be lucky enough to have the same working environment as I, since working with a great team builds wonderful job satisfaction.
Looking to Newslinks’ future – one article at a time – I know I'm going to continue to enjoy writing these little articles, with Betty's reminders every month to get my latest item to her in time; or else! Hopefully some other people enjoy reading them as well.
Welcome 2012! I do hope it's a great new year and not the end of civilization (as some people seem to be thinking). Still, if at the end of this year the world does face a global apocolypse, I'll relax in the knowledge that this wonderful industry will be available to dispatch help wherever its needed. Happy New Year!
by James Shigley, Monroe Telephone Answering Service
I keep seeing this recurring theme on the list serve about how hard and how much time and manpower is required to get IS started. Now, I admit that it does takes a large amount of time to complete the total project, but one person can get the framework done for most of your accounts in just a few days, with this "how to” document on how to make a "basic” template that can be used over and over again. A single person can convert about 100-150 BASIC accounts a day.
Also bear in mind, I am not going into how to use elements, such as dispatching, sql saving, etc. All of those are complex. I’m merely talking about how to convert a basic Infinity message into an IS script. Converting this basic Infinity message form:
From: Number: Company: Regarding:
I would be willing to bet that the vast majority of accounts use this message template – maybe the fields in a different order, but just those same four questions. So, this "how to” will provide a method to turn that message form into an IS script, and then how to make it a "Template” so that it can be quickly applied to accounts in rapid succession.
If this article is enjoyed I will expand upon it next month with a few additions I’ve added to all my basic message scripts – In fact all of them, complex or basic – such as a landing page, to start, options for client Check in, Hang Up, Wrong #, Telephone Solicitor calls, Flash Hooks, automatically add the ANI to the message, etc.
However the only way I will know if you, the audience, want more "how-tos” on this subject, is if you email me and say so, either on or off list.
Start by Creating a New Client in IS Supervisor
Using a Basic Message Template
Add a New Screen
I’m going to show doing this both in Tree View and in Page View. First the Page View because it is easier for people to pick up. But FYI, Tree View is the easier and more efficient mode to use, once you get a handle on IS scripting. All of the steps are the same in Tree View; it just looks more like a Window Explorer than a Front Page window. NOTE: if you choose to do it in Tree View, to make the first/last name box appear on the same line, you will have to go in to the screen view to drag the last name box on to the same line as the first name box. This is the only step you will ever "have” to do in screen view. Everything can be done in Tree View, and is easier and quicker, except making fields reside on the same "line.”
Example here is the finished script in both views.
Screen View
Tree View
To Open the New Screen
Double Click on the Word Screen
Now on the right side you’ll see commonly used Input types. Drag and drop from the right to the center white area. For name, you have the choice of one field where the whole name can be typed, or a first name field and a last name field. We use two fields as we’ve found it helps to cut down on typos because the operators seem to verify the information with the caller better. So, I’m going to drag over a First and Last name box.
First I drag over the first name
Now you have another choice. I prefer to put the Last Name on the same line as the First Name. This is a personal preference. If you want them to be on the same line instead of dragging it in to the white area below the first name field, drag it to the right side of the First Name field, until you see a bold Blue Line appear at the end of the box. Unfortunately, I can’t catch the blue line on a Screenshot. Drop it there and it will look like this:
For the phone number, you have the choice of using a 3 digit box for the area code and a 7 digit for the number, just the 7 digits, or a 10 digit box. We prefer to use the 10 digit box.
Drag over a "Textbox” and then a "Memo,” leaving you with this:
OK, now that we have the fields on the page, it is time to clean them up and add questions. Right click on the empty white box next to the first name field and select properties.
You will see this:
Name: This is the name of the field that IS uses to register this field. The Operator/Client will never see this, in fact, unless you are in tree view, this name will be irrelevant to you as well. Label: Unless you get fancy and change it, this is the prompt that will be next to the information on the Message slip that the client sees. It is also the "label” next to the input box that the agent will see. Description: This is where you put the "question” to be asked. Default Value: Self-explanatory.
The next three columns are for setting max sizes. This is useful for two reasons; either you are trying to make your message look more appealing to the agent’s eyes, or you are going to be texting the clients and want to make sure the message doesn’t go over 160 characters.
IS has some built in Spell Checking. The next 5 check boxes are self-explanatory. The "FirstName” properties are set now.
Note: I changed the Label to just Name – You may want to change this to "From” instead. I will explain why, later.
IS wraps all message fields in paging pipes, by default. If you don’t want your message to be in pipes, click the summary Tab at the top of the properties window and then uncheck the box next to "Add paging pipes around value.”
Now go to the properties of the Last Name box.
Add your question – I also set the Max Characters. Now click the summary tab.
You have two choices. Do you want pipes or not? Do you want the "Last Name” label to appear on the message slip? I do not, because the message would look like this:
Name: Bob Last Name: Smith Remember, I changed to the First Name label to "Name.”
You could interchange "Name” and "From” as well as for the label of the First name field. Name: Bob Smith From: Bob Smith
Now click on the properties of the Telephone field and add your question, uncheck the box on the summary tab if you do not want pipes. Also note: There is a new check box on the main properties page for "Save Formatted.” If this is checked 1112223333 will save on the message ticket as (111)222-3333 which looks more professional; however, the client won’t be able to dial the number on their phone by clicking it in the email/txt if it is formatted. So this is something you will need to ask the client – whether they want to it to be formatted or not.
Now go the properties of the blank "Textbox” we added earlier. This will be your company field. Change it to something like this:
And of course, again, pipes or not? Now go to the properties of the "Memo” field:
Change your name, Label, and Description to a standard format. Note: I set the max characters to 80. Which means the max characters this message, as a whole, can contain is 150 (well, 153 if you save the number formatted). That is: 40 for the name, 10 or 13 for the number, 20 for the company name, and finally 80 for the message. 40+ (10(+3)) +20+80=150(+3).
Your script should look somewhat like this:
This Script will output a message ticket to infinity that looks similar to this, depending on how you configured your message.
Name:| Bob | |Smith | Phone:| 1112223333 | Company:| Acme | Msg:| Calling about a wile coyote rocket I saw on tv |
Note about the name: If you don’t want the name fields to have separate pipes, as shown above, instead you can turn off pipes on both fields and set the prefix for the first name to be | and the suffix of the last name to be | which would mean it would output like this
Name:| Bob Smith | Phone:| 1112223333 | Company:| Acme | Msg:| Calling about a wile coyote rocket I saw on tv |
Now, though you have made the script, you still have to activate it. In the upper center section is a purple checkmark with a pink pen button.
Click to activate your script. Now you have just made a basic message script. Turning it into a template is even easier.
On the far right where you found the message fields, click "Templates” and then click the pink icon with the arrow pointing to the right.
Give it a name and click OK. Please note: I would come up with a naming convention for your basic message slips that quickly allows you to identify what that message contains.
Here are some of my template names. They look like gibberish, which they somewhat are, but once you can translate the acronyms you can quickly read what that template has for a message.
Example |ETFNCR| Is a message that is contained in pipes and the question labels would be: Emer: To: From: Number: Company: Regarding:
FNCAR is a message with no pipes and the message ticket contains: From: Number Company Address Regarding
You will also note that for message tickets that identically matched one of our old Infinity Message forms, I listed the number and name of that form. This helps my operation manager, since those are the ones she most commonly uses. Also note the template named "T|EFNCPR|”
That means that the "To” box is not in pipes, but the emer, from, name, co, patient name, and re are all in pipes. This is because the "To” box is for our agent to dispatch the call properly. The Dr being paged only wants the information related to the call. Again, the pipes in the template name show you which part of the message is in pipes.
My most frequently used templates all stick to this acronym formula for names. |= pipes A = Address C = Company E = Is it an Emergency Yes/No F = From N = Tel # P = Patient Name R = Regarding T = To/For U = Unit #/Apt #
You don’t have to use my naming convention. But I suggest you use it or something you create that will allow you to quickly look at your templates and know what you are getting. I have 50 templates thus far, 30 of those used very regularly.
Now you know how to make a basic script and how to make it in to a template. How do I apply that template to other accounts? Well, create your next account in IS and click "New script.” This box will appear:
Find the template you just created in the list and select it. Click Add and then activate the script and you are done!
Now to finish… If you remember, I said that once your templates are made a single person could create 100-150 accounts a day (that is one every 4.8 or 3.2 minutes, respectively). Note that the time includes:
Creating the account
Configuring the account options (Name, and setting the script to start automatically without having to press the "take message” hotkey
Copy and Pasting Info pages from infinity Supervisor to IS Supervisor and then cleaning them up to look nice.
Applying and activating a template.
In Closing: If you, the audience, want more "how-tos” on this subject, please email me privately at jas@answeringserv.com or comment on the NAEO listserv.
It’s time to Raise the Stakes! The Possibilities Are Endless at the 2012 NAEO Annual Conference in Las Vegas, NV. You won’t want to miss our lineup of speakers this year. You will have the opportunity to hear from an internationally renowned YPO-WPO and Fortune 500 corporation speaker during the keynote presentation, which has been customized specifically for our group. In addition, there will be sessions with some of the speakers you look forward to hearing from each year, and many we haven’t heard from before, including some from outside the industry!
For our Operational attendees: We have sessions on training and coaching, employee satisfaction and motivation, reporting capabilities and teamwork! Those of you who are of a technical mind: You can look forward to HIPAA and PCI Compliance, taking care of your Infinity, SQL Reporting, Web Portal and Call Distribution sessions. And for those sales people among us: You will hear about relationship and social media marketing and branding. There are also sessions on billing reports and increasing rates. Plus, you will have a chance to hear more about Synergy and Red Alert. Something for everyone!
Of course, as every year, we will all get to hear about what is up and coming from Amtelco, as Kevin Beale and the rest of the Amtelco team walk us through ‘What’s New’! Rumor has it these sessions will be filled with major announcements, so you won’t want to miss them! Amtelco University is sure to give you a few new ideas to take back and put in place for your organization! For our hospital members, there is a half day 1Call seminar on Wednesday afternoon you will want to be sure to attend!
As you book your flights and make your hotel reservations, consider coming a little early and attending the IS Workshop or Supervisor Workshop to get even more out of this trip! Please look for the option to register for these sessions when you are registering for the conference!
Now that you have a sneak peek on what to expect when you get to Las Vegas… what are you waiting for? Register today!
Dates to Remember:
Deadlines are creeping up fast! Remember – the cutoff for hotel reservations at the group rate at the Cosmopolitan in Las Vegas, NV is January 18, so please make your reservations now!
We all know that attending a conference is a great opportunity to sit in on specific sessions to learn specific information. Which is GREAT – as you walk in, you have a pretty good idea what you are looking for in the session and you don’t walk out of the room without some answers! BUT… it’s generally that thing you didn’t expect to hear, that you weren’t looking for when you were making your plans to go to the conference, that gives you the greatest AHA! moment.
Where do we get these moments? From a conversation with an old friend? From a conversation with someone you just met? From that random comment or statement that makes you say "wait… can you repeat that?" There will be plenty of networking opportunities throughout the 2012 NAEO Annual Conference – and these are the times when you find that moment! During the opening reception, or the Amtelco party, or perhaps during one of the luncheons or a conversation over break! You just never know… and you won’t know if you aren’t there!
Be sure to bring plenty of business cards to pass around and maintain connections throughout the year so you don’t have to wait until we all get to… (wait, that’s a secret… you will have to come to the closing session to find out!)… the 2013 conference to have these conversations again!
Call 702-698-7000 or make your reservation online by visiting the hotel page on www.naeo.org. The group code is SCNAE2 or reference the NAEO Annual Conference.
Rates are 3 days pre and post based on availability. Hotel group rate cut-off date is January 18, 2012.
Treat yourself and your team members to a truly unique experience with NAEO at the Cosmopolitan in Las Vegas. Unlike any other hotel in Las Vegas, the Cosmopolitan offers a uniquely intimate setting while still being situated in the heart of the strip. Las Vegas is truly the city that never sleeps with entertainment venues, restaurants featuring celebrity chefs, shopping opportunities – all within walking distance of NAEO’s home base at the Cosmopolitan. Warm, welcoming touches give each space the intimate feel of a private urban residence while unexpected, inventive details create a unique, contemporary impression.
What to Pack for Las Vegas!
Casual business attire is appropriate for attending all sessions and lunches.
Typical February weather in Las Vegas is in the 60s during the day, with lows dropping into the 40s, so be sure to pack a jacket for our evening receptions which will be outdoors, poolside, overlooking the lights of the Las Vegas Strip!
Pack a bathing suit if you want to experience any of the three pool areas, each with its own distinctive ambience!
Wireless internet is available for a small fee in the guest rooms if you want to stay connected.
The NAEO Nominating Committee is pleased to announce the list of candidates for the 2012 Election. Each candidate has met the qualifications and requirements for a position on the NAEO Board of Directors. Your candidates are:
Betty Bouchie, QEII Health Sciences Centre (CDHA)
Gordon Mott, Main Line TeleCommunications
Laurie Blow, Advanced Answering Center
Jamie DesJardines, Time Communications
Theran Mossholder, Newtown Answering Service
An electronic ballot will be sent to the primary contact for each NAEO member with further balloting instructions. Please look for this ballot in the coming weeks. If you have any questions, please feel free to contact the NAEO office at management@naeo.org.
It’s Conference Time, Are You Ready? "Raising the Stakes with NAEO!” January 11, 2012 1:00 pm EST
Speaker: Trisha Stenberg
Join members of the NAEO Board of Directors for an informational webinar forum to learn what’s on the menu at the 2012 Annual Conference. Everything from educational workshops you can expect, insight on the keynote speaker, business meeting, information on the Cosmopolitan Hotel and the local Las Vegas area, as well as travel tips and FAQs, will be on the agenda. Don’t miss this exciting opportunity designed to help newbies or veterans get the most out of their NAEO Conference experience!
Business Continuity January 18, 2012 12:00 pm EST
Speakers: Joe Adam, Kurt VanderSheer
This is a series of webinars 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. In the first session we will briefly discuss the various sections of the plan and will also start working through Chapter 1 of the program. For the next sessions, we will cover a chapter each webinar. But don't worry – if you miss one of the webinars, you can still join the series later; just watch the recorded sessions to get caught up.
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.
IS 101 - Simple Solutions to IS Scripting January 18, 2012 2:00 pm EST
Speaker: Theran Mossholder
Do you have Intelligent Series and just don’t know where to begin? Are you familiar with Intelligent Series but want to learn more about the powerful features it has to offer? If you answered YES, then this series is for you!
In IS 101, we will take a slow, easy approach to learning IS, covering the most basic concepts of IS programming. During the webinar, we will create a basic script from scratch, linking the IS Script to an infinity account. We will also look at screen properties and the different input types that are available to use. Lastly, we will put everything together utilizing a list branch function. So pack your bags and get ready to learn Intelligent Series Scripting!
**This webinar series will be a prerequisite to the NAEO IS Workshop, so register your webinar seat now!
IS 102 Info Pages and Shared Fields January 25, 2012 2:00 pm EST
Speaker: Gerald Brosseau
This webinar will demonstrate the use of shared fields. We will go over how to set up shared fields and how to input data into them. We will then go over all the features of IS info pages from having different colored background, different fonts and adding in pictures. We will also show you how to implement the shared fields right into the info pages, saving time when account changes take place.
All webinars are free for members. Please register your information. There is a limit of 25 attendees, so register early.
Today, upon a bus, I saw a lovely girl with golden hair, I envied her, she seemed so gay and I wished I were as fair; When suddenly she rose to leave, I saw her hobble down the aisle; She had one leg, and wore a crutch, and as she passed – a smile. O God, forgive me when I whine. I have two legs. The world is mine.
And then I stopped to buy some sweets. The lad who sold them had such charm, I talked with him – he seemed so glad – If I were late, 'twould do no harm. And as I left he said to me: "I thank you. You have been so kind. It's nice to talk with folks like you. You see," he said, "I'm blind." O God forgive me when I whine. I have two eyes. The world is mine.
Later, walking down the street, I saw a child with eyes of blue, He stood and watched the others play; It seemed he knew not what to do. I stopped a moment, then I said: "Why don't you join the others, dear?" He looked ahead without a word, and then I knew – he could not hear. O God forgive me when I whine. I have two ears. The world is mine.
With legs to take me where I'd go. With eyes to see the sunset's glow – With ears to hear what I would know. O God, forgive me when I whine. I'm blessed indeed. The world is mine.
Infinity Matches SMS Replies with Outbound Messages
by David Drenk
The optional Infinity SMS feature provides the ability to send SMS text messages, receive SMS text replies, and receive unsolicited inbound SMS text messages. When receiving inbound SMS replies, the Infinity SMS feature uses a unique reply ID to match replies with outbound messages, but it can also handle cases in which the customer doesn’t include the reply ID.
If no reply code is found in the reply, Infinity SMS can match replies with waiting messages by phone number. And if more than one pending message is found for the phone number, Infinity SMS locates the account of the oldest pending message for that phone number and displays the account to the operator so that the operator can easily locate the pending messages and decide whether to deliver them or perform further actions.
When a Short Message Service (SMS) message is sent from Infinity, the dial string indicates what confirmation options are used. There are three confirmation options: 0 = no confirmation, no reply expected. 1 = confirmation required. The first 55 characters of the reply are saved in the message history. 2 = confirmation required; reply is sent to an operator. The first 55 characters of the reply are saved in the message history.
The dial string also determines whether the message is delivered. There are two delivery options: 0 = deliver message immediately when sent. 1 = do not deliver, or if confirmation is required, do not deliver until confirmation is received.
When confirmation is required, a confirmation time must be configured for the client’s account in Infinity Supervisor. The Confirmation Time setting is located in Client Setup on the Paging Management page. If the Confirmation Time elapses, a SMS cue is sent to the operator who sent the message or an operator specified by the call distribution settings for that account. When the operator answers the cue, the pending message is displayed to the operator.
When an SMS reply is received, Infinity SMS first checks for a reply code. Messages sent with confirmation required are assigned a reply code that displayed at the end of message. If the reply begins with that reply code, SMS uses the code to match the reply with the outgoing message.
If a reply comes back without a reply code, Infinity SMS goes through the table of SMS messages looking for any messages waiting for replies from the phone number that the reply was received from. If there is just one message waiting for a reply from that number, Infinity SMS is able to match the reply with that message, just as if a reply code had been used.
If Type 1 confirmation is used and the reply contains the word "Ok,” "ok,” "OK,” "Confirm,” "confirm,” or "CONFIRM,” Infinity SMS marks the message as Delivered without any operator intervention needed. If the reply does not contain any of those words, or if Type 2 confirmation is used, Infinity SMS creates a call for the reply and sends it to the appropriate operator. When the operator answers the call, the message associated with the reply is selected in check-in mode for the appropriate account. The operator can view the reply in the Message History.
If multiple messages are waiting for a reply from the phone number, Infinity SMS creates a call for the SMS reply. When the operator answers the call, Infinity displays the client account of the oldest message that is waiting for a reply from that phone number. The reply is displayed in the Message pane. In this case, Infinity SMS does not deliver the message since more than one match was found. Based on the reply, the operator can mark the messages as delivered or leave them as pending.
If there are no messages waiting from a reply from the phone number that a reply is received from, Infinity SMS will check the source numbers programmed in the Client Setup pages in Infinity Supervisor. If the phone number is listed as the source for an account, Infinity SMS displays that account when the operator answers the SMS call. If the phone number is not listed as a source for any account, Infinity SMS displays the account designated for unsolicited messages in Infinity Supervisor Ports and Boards. In either case, the reply is displayed in the New Message pane so the operator can determine what actions to take.
IS Transformer (Scripts) Creates IS Message Scripts from Infinity Message Forms and from Data Exported from Other Messaging Systems
by David Drenk
The IS Transformer (Scripts) creates IS message scripts from data exported from Infinity and other messaging platforms. The IS Transformer can be used to automatically create basic messaging scripts when upgrading your Infinity system to Infinity Intelligent Series. The IS Transformer also can create message scripts from data exported from other messaging systems after the data is formatted in a delimited file.
Creating IS message scripts from Infinity message forms requires a connection to an Infinity server. The connection information is entered into the IS Supervisor Configuration Utility on the new Infinity Servers page.
The Infinity Server is then added to a configuration profile on the Configuration Profile page.
The IS Transformer (Scripts) controls are accessed through the Tools menu of the IS Supervisor application. The IS Transformer controls are used to select the source of the information that is being imported and to select various scripting options. The Start button begins the import process, and the Transformation Status bar indicates when the transformation is completed.
Once the import process is complete, the newly created scripts can be tested in IS Supervisor using Test Drive mode before the scripts are activated for use with live calls.
1. A Name field has Jakes, Carr, Melville, and the Answer Phrase field has {t {c Twain & Associates…This is {o
What does the answer phrase display to the operator at 10AM?
A) Good morning Jakes, Carr, Melville, Twain & Associates…This is Sally B) Good morning Jakes, Carr, Melville, Twain & Associates C) Jakes, Carr, Melville, Twain & Associates…This is Sally D) Twain & Associates…This is Sally
2. All of the following are programming requirements for the quality assurance recording EXCEPT:
A) Enable Being Transferred To Operator in Call Behaviors – Voice Prompts. B) Enable Quality Assurance in Call Behaviors – Voice Prompts C) Program any Digit in Source Setup – Night (or Day) Behavior with a behavior such as To Operator. D) Record an account greeting through a Voicemail Checkin line or at a Telephone Agent workstation.
5. What action does the 2 value signify in the following Network UltraComm email dial string? .60R.”sstruthers@stmichaelhosp+com”.0.60.2.6M
A) Marks the message delivered immediately upon send regardless of the filter code value B) Marks the message undelivered immediately upon send regardless of the filter code value C) Overrides the programmed email dial string(s) in UltraComm Supervisor D) Remains an obsolete command
6. A customer says, "I am receiving an attachment of my email messages. Can I receive the messages separately?” Where do you make this programming change?
1. A Click the blue hyperlink on the programming screen for more options in Operator Interface – Answer Phrases
2. D The recording is optional.
3. B This is programmed in Client – Message Management.
4.B ADR: works with variable email addresses. FAX: works with variable fax numbers. NAME: works with variable "attention to” emails. Another option is DOCUMENT#. This option attaches a specific document to a fax or an email. Here is a sample Infinity message form:
5.A Sites that upgrade from a serial UltraComm to a Network UltraComm sometimes prefer using this value. Do understand that no history updates from the UltraComm will occur (i.e., you lose the real-time history updates).
6.B UltraComm versions 4.02.3809 and newer include an option in UltraComm Manager to specify the character limit per email message. Prior to this version, 1000 was a hard-coded limit.
