Newslinks June 2013

June 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

Stepping Up Your Game
by Lisa Jane Olsen

Take the Telephone Doctor I.Q. Quiz
by Nancy Friedman

Featured Articles

NAEO President’s Report – June 2013
By Billy Peppard

Board Spotlights

Utilizing Macro Magic to Develop a Keyword/Multi-Use Directory

Upcoming Webinars

 

Amtelco Annex

Dashboard Sound Setting
by David Drenk

Option to Flash the IS Messenger Tab when a New Chat Arrives
by David Drenk

From the Editor

by Betty Bouchie

Customer serve me!

My office is directly across from the call centre. Someone called me today, and I was unable to pick up the phone. My voice mail advised them to press zero and their call will be re-directed. So they pressed zero and were told that I was probably on lunch, just call my office back and leave a message… hmm… Did the caller get good customer service from the call centre? I think not. Did I? No. Just because I am a coworker, that does not make me less of a customer. So I spoke to the person who answered the call. Her reply, "Well, what else could I do? I put them on hold and asked around to see if anyone saw you, but didn’t get an answer, so I told them to call back.” I asked if she had thought to try my office again, or my cell phone or even just take a peek across the hall. "Oh, I never thought of that.”

These are standard practices when "a customer” calls for someone OnCall, but I am not "a customer”, so the rules no longer apply, or do they? Customer service should be the same no matter who the "customer” may be. The same courtesy should be extended to everyone we encounter in our working world; the response then becomes second nature.

Here is a short article on who your customers may be.

http://management411.net/who-are-my-customers/

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Be Inspired

Submitted by Gary Blair

If you’re not serving the customer, you’d better be serving someone who is.
~Karl Albrecht

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Something to Smile About...

 

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Billy Peppard

NAEO President’s Report – June 2013

Submitted by: Billy Peppard

Fresh off another successful Conference this year in Nashville, your NAEO Board of Directors met recently for our annual meeting in Madison, WI. The primary goal this year was to develop a new Strategic Plan for NAEO, and with Spring in full effect and with new life blooming all around, the Board used that renewed energy and breath of fresh air to create a new three (3) year plan, outlining the goals for the Board and organization as we move quickly through 2013. Among the goals identified were:

  • Improve NAEO’s financial standing;
  • Leverage Amtelco & industry relations;
  • Increase member engagement;
  • Continue to position NAEO as the primary educational provider for members.

I would like to extend a special thanks to Eric Ewald of Ewald Consulting for helping guide, shape, and lead this planning session for us. We couldn’t have done it without you, Eric; thank you.

We are also fortunate to have a meeting with Amtelco each year in McFarland, and I must admit – this was perhaps one of the most productive meetings with Amtelco in recent memory. The energy and excitement being generated by the Education, Membership, and Certification Committees’ ongoing initiatives have everyone really optimistic about the growth, participation, and knowledge of NAEO. I would be remiss not to extend a very special thank you to Mr. Everly, Tom Curtin, Bernie Torvik, Jim Becker, Greg and Kevin Beale, Pat Dye, and the entire Amtelco staff for, once again, hosting everyone this year, especially for dinner Tuesday evening, and of course lunch on Wednesday. NAEO is truly lucky to have a vendor that cares as much about its user group as does its own members. Thank you, Amtelco!

Your Education Committee continues to provide the best content in the industry to help ensure the success of your business and employees, so please be sure to register for any Webinars that may pique your interest, as well as the interest of your staff and employees. The Summer IS Series being held in Atlanta this year (August 5-7) is quickly gaining steam and registration was jump-started by the early registration discount announced in Nashville. Registration will be open soon, so if you were considering whether or not to send someone – what are you waiting for? If you own IS, or are thinking about buying IS, this is the best investment you can make for that purchase.

The Membership Committee has its hands full this year with the Members360 to YourMembership.com transition slated to take place in the near future, as well as a new Dues structure taking effect July 1, 2013. The YourMembership platform, while a lot of work behind the scenes, will really be a huge asset for NAEO going forward. The possibilities and features available in YourMembership far outweigh those in Members360, while at the same time making it much easier for our members to use. It will also give NAEO a more diverse platform, in which to host, track, gather, and mine data for everyone to use. While there are a few minor issues to work through moving forward, the long term benefits will be a win-win for both NAEO and its members.

The Infinity Certification project continues to build momentum and will focus on both IS and Legacy Infinity platform certification, so be on the lookout for any updates as they become available.

Our Tech Committee has managed to keep busy so far this year with the Members360 to YourMembership.com transition as well, and continues to identify new features within the platform to better serve NAEO members. The only challenge is trying to decide which ones to announce first, and which ones to implement in phases. More information about the transition will be rolling out soon, so please keep your eyes open; this will affect everyone in NAEO.

The Future Directions Committee continues to take shape, with the active involvement and participation of Amtelco, to help tackle the future needs and demands of our industry and members.

The Conference Committee is already hard at work developing a theme and content for our 30th Anniversary Conference held next March in Dallas, TX, so be on the lookout for more. For those of you who attended the 25th Anniversary Conference in Cancun, Mexico, you’re sure to remember it being one of the best conferences in recent memory. The 30th Anniversary Conference will be even bigger and better, so you will not want to miss this one.

I would like to acknowledge our newest Board members, Robert Donnelly of Medical Service Bureau in Austin, TX, and Sydney Ryan of Telelink in St. Johns, Newfoundland, Canada. Both Robert and Sydney come to the Board with years of experience in the industry and have hit the ground running with Membership and Future Directions, and we are very lucky to have them on the Board. I would also like to congratulate Gerald Brosseau, II on his re-election this year. We’re very lucky to have these great people volunteering their time on a daily basis to improve and grow NAEO. I would be remiss not to acknowledge our two out-going Board Members this year, Robin Bailey and Kelli Harrigan. They have each left their own indelible mark on NAEO and it is my honor to have served on the Board with each of them. Thank you, Kelli and Robin, for everything you’ve done for NAEO. We miss you already!

In closing, I trust this finds each of you well, business booming, realizing that ROI on the Nashville Conference. If there is anything we can do to help you get the most out of your NAEO Membership, please do not hesitate to call or email me or Andy Shelp, anytime. We stand ready to help however we can.

See you in Dallas in 2014!!

Billy Peppard
NAEO President 2013-2014

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Sydney Ryan

Board Spotlights

Sydney Ryan, Telelink Call Centre

1. When did you started working in the telephony industry?

When I was 5 !!... OK, not really, but that’s when my Dad got into the business, so I grew up stuffing invoices into envelopes, and licking stamps, and counting change... until I was old enough to hang out in the "board room” with the ladies after school. I hadn’t really planned a career in the family business until one summer during college I started working in the wireless side of the business and loved it. After college I worked in the paging, cellular and two-way side of the business until we sold in 1999. After a brief stint with the new owners, I decided I wasn’t very good at working for anyone else, and started with Telelink in 2000. But it had been in my blood and part of most family dinner conversations for years.

2. What does your job entail?

As Co-Ceo of Telelink, strategic vision, sales and marketing are my main is responsibilities. Cindy Roma (my business partner) and I share most of the C-level responsibilities, with me being more weighted in the strategic planning, sales and marketing side, and Cindy more in the operations side. She is brilliant with executing the plans and vision; execution is not my forte, so we make a great team.

3. What is your most favorite thing about your job?

There are so many things I love about what I do. The people in this industry amaze me, with the wealth of knowledge and their desire to share. I love looking out "around the corner” to see what is coming next, where are the next opportunities. I love trying something to see if it works, and great if it does, and if it doesn’t stick, then moving on to the next opportunity. I love solution-based selling, and helping our customers grow their businesses and the relationships we’ve developed along the way. I love seeing our team members grow with the company, taking on new responsibilities, and working together to achieve our goals. It’s all good.

4. When did you become involved with NAEO and why?

We’ve been members for years, and attended most conferences, but I only just became involved with the board. Why, honestly? Because I was encouraged to, and I realized that it was time for me to contribute, and hopefully have a chance to share and help out others the way we’ve been assisted and mentored by many of our friends in the industry.

5. As a board member, what are your goals for your term?

To help ensure that we (our association) are preparing our members for the next phase of our industry’s growth.

6. What is one thing about you or your work that is different or unique?

I like to think that I’ve managed to create the closest thing to work/life balance that a mom can. Fortunately with such a strong business partner, I’ve been able to be in the office when my kids are in school, and be with the kids when they aren’t. For that, I feel very blessed. It’s only a matter of a few years and they will be gone from my home, and on to their own; I’m fortunate that I’ve been able to spend so much time with them.

7. Tell us a little personal information about you, your family and your hobbies or interests.

Single mom of two teenage girls, Anna (16) and Sophie (13). A true Sagittarian, in that I’m rarely in the same place for long – as I love to travel and entertain, and am quite social (that’s a bit of an understatement!). Skiing is my winter passion and boating and the beach, my summer. I’m an avid reader and researcher, and if I wasn’t in this industry, I’d probably be in real estate, design, construction or a combo of the three. In my "spare” time, I invest in residential real estate properties that I renovate with the goal to flip them, though I’m not very good at the flipping part, and usually hang on to them!

Robert Donnelly

Robert Donnelly

1. When did you start working in the telephony industry?

Beginning in the late ’80s, I was project manager for the installation of the first e-911 systems in many areas of Texas, the Motorola MoSMRs that later became the backbone of Nextel, cellular infrastructure and end user equipment, as well as state and local municipal communication networks. All of them required interface to the PSTN and many of them involved integration with call centers.

2. What does your job entail?

Like many of us in this industry, my job entails a little bit of everything and a big part of most things. Learning from history and planning for the future, identifying trends and isolating anomalies, optimizing revenue and increasing efficiencies.

3. What is your most favorite thing about your job?

Finding unique, simple solutions to complex situations and needs. It never gets stale.

4. When did you become involved with NAEO and why?

My involvement with NAEO spans a 15-year period and was born out of frustration that I found myself adapting my business methods to the tools available to our industry, rather than those tools adapting to our business needs.

5. As a board member, what are your goals for your term?

I want to provide Amtelco with a clear, concise, and accurate representation of our members’ business needs and how Amtelco as our vendor of choice could best assist with meeting those needs.

Whether it’s how to configure a terminal server for both onsite and remote operators or how to best market our services, I would also like to see the establishment of a web-based catalogue of best practices which would enable all NAEO members the opportunity to easily adopt/use/institute the best of the best in terms of policies, procedures, and methods.

6. What is one thing about you or your work that is different or unique?

I’m not reluctant to offer a differing opinion and have never settled for the status quo.

7. Tell us a little personal information about you, your family and your hobbies or interests.

I’m married with a seven-year-old son and enjoy watching him learn.

Spur-of-the-moment trips and anything to do with the ocean are among my favorite activities, while dirt bikes, four wheelers, and other power sports appear to be in the near future as well.

IS Tip

Is There More to IS Programming than Programming?

by Kevin Procter, Extend Communications Inc.

Is there more to programming than programming? That question has appeared in this column prior to today. Now, however, the question becomes more specific with regards to this great industry: Is there more to IS programming than programming?

The programmer must always consider who will be the end users of the software he or she produces. In "traditional" programming environments, this means making the interface intuitive for the end user. Who will be the end user of IS programming – the caller? The customer for whom we’re taking the call? How about the operator? A combination of all three – with an addition of the programmer’s employer – sounds about right.

The direct customer or end user, however, would be the operators, as they will be using the script on a regular basis.

A well-written script, based on a well-thought-out procedure, will leave leave the operator (customer) happy and reassured, as the caller will also feel confident in the call they’ve just made. Poorly-written scripts, or scripts based on procedures that have not been properly thought through, can make the customer frustrated, which can be easily transmitted to the caller through paralanguage, as the operator may gasp, sigh, change the cadence of speech, or give other non-verbal – though very audible – cues.

So the script is complete, and it’s a work of art. Intuitive, and so well-thought-out: Flawless! Yet, these customer issues still rear their ugly heads.

This brings us back to the question: Is there more to IS programming than programming? Enter the info pages!

A script can only do so much. Therefore, we use info pages to provide information the customer may need that is not scripted. Or, more importantly, once the caller is no longer on the line, and the operator now needs to dispatch, info pages can become a point of control without which the completion of a call may fall apart.

Recently, this writer had an opportunity to sit with an operator and watch her take some calls. While observing this operator working her magic, yours truly experienced an epiphany: Once a particular call was completed, the operator referred to the info pages completely. She followed the instructions from those pages as if they, too, were the script. Not only did the importance of those info pages become blatantly clear, but more importantly, this customer-service-oriented programmer came to the realization that this operator is my customer.

Going forward, with the customer in mind, info pages are being treated with as much care as programming the script itself. This should be the goal of all IS programmers, as certainly, there is much more to IS programming than programming.

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Widgets

What to do about those "special” holiday closures?

by Michael Goumas, ProComm

I have something that uses a Client Shared Field and a System Shared Field. I have two System Shared Fields and one Client Shared Field. One of the system shared fields is for Mardi Gras. I have a few accounts that all close for Mardi Gras but I don’t want the entire system to say that is a holiday. Then I have quite a few in Hawaii and that state has a few holidays that are separate from the federal holidays.

Here is the code in the system for the Mardi Gras:

The shared field looks like 5/24/2013:Michael Goumas day.4/1/2014:Mardi Gras.4/2/2014:Mardi Gras.

The script then puts on screen: This office is closed in observance of Michael Goumas day. Then on accounts that I know close from time to time I want to close and "get around” the day/time constraints in the script I can put a date in a Client Shared field that has the same format as above. This way, they don’t need me to update the dates – they can just use IS Supervisor to enter the data.

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Lisa Jane Olsen

Stepping Up Your Game

Who is your customer?

By Lisa Jane Olsen, Notifymd

When we think of customers we think of the external customers first, but really, your call center is made up of two types of customers. The external customer that brings in the revenue and receives service from you, and the internal customer – those who work every day to make the business operation a success by making sound critical business decisions. It’s easy to overlook the internal customer, our employees.

In the answering service business, the sales department usually starts the process by bringing in a new customer. Sales writes the contract, and passes the contract to client services who obtains the customer information and sends it on to programming, who sends it to the training department, and from there it goes to the "on call” department and then to operations or some variation of this. Each of these departments has specific tasks they need done from the prior department. Therefore each department is a customer to each and every other department within the sales to service cycle.

This sequence of events is essential to the overall strength of the call center. When there is a broken link, the whole call center is affected. When departments don’t work well together, it appears as disrespect to the next department and it makes it difficult for other departments to ensure external customer service and satisfaction. This creates pressure and stress that frustrate employees and cause job dissatisfaction. Excellent internal customer service must become a requirement for all employees within the call center, not just those who deal directly with external customers, but for all employees. There is a direct correlation between internal and external service delivery.

There is a domino effect between internal customer satisfaction and external customer satisfaction. In order to produce happy external customers, it is important and imperative to build customer satisfaction with the internal customer.

Keeping internal customers satisfied and happy is the first step toward creating external customer loyalty. Yet, from what I have seen, so few businesses look at their call center as having both internal and external customers. For instance, the IT department is an internal customer to most every employee and department within the call center. They assist with workstations, software and other systems, a critical part of any business however they do not exist without the external customer. They support the internal customer who interacts with the external customer.

You, as an owner or manager, have to be good at running your call center and be good at internal customer relations.

Keeping internal customers satisfied can be difficult; it does take work. To ensure excellent internal customer service, start with setting high standards and enforcing those standards. While attending NAEO this year in Nashville, I had the opportunity to attend an operational breakout session titled, "Taking your TAS agents beyond basic TAS”. The speaker talked about building a career path for staff by creating different levels of employees and allowing employees to fast track to the next level and to be compensated accordingly. This is an example of providing good internal customer relations.

It is equally as important to keep your internal customers satisfied as your external customers. Employee turnover is expensive. It isn’t just the salary replacement, it is the time spent by other employees doing that person’s job until you find a replacement, the time spent by you or your managers finding the replacement and the training time necessary to bring the new person "up to speed.” Managers know the pain of turnover.

All of us have times where a mistake is made and it angers an external customer. Most often, external customers are forgiving when our service falls short of their expectations as long as we can fix the problem in an expedient manner. However, I do not believe they will forgive or tolerate bad experiences from an internal customer who is poorly performing, untrained, or unknowledgeable, who may or may not be able to provide adequate service when the customer needs help. This is where training and development play an important role in our call centers.
If the objective is to "help people” – be it an internal or external customer – it is up to us to create a culture of "helping others”. Coaching employees to "help them – help me” improves how we engage more effectively with one another and thereby brings about healthy collaboration, which goes toward improving customer service for our external customer. It is really all about how we treat people. ALL people deserve kindness and fair treatment. Without your external customers, you don’t have a business. Without your internal customers providing the service to external customers properly, you don’t have a business. Remember, all customer service begins with you.

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Take the Telephone Doctor I.Q. Quiz

by Nancy Friedman, The Telephone Doctor

Long ago a good friend once told me, "Nancy, the training your company provides is common sense that’s actually NOT very common!” There’s a lot of truth to that statement. Years later, rudeness and low service levels still plague businesses in every industry.

We hope you enjoy taking this customer service quiz to test how common your common sense is.

  1. "How can I help you?” belongs:
    1. In the initial greeting.
    2. In the message taking scenario.
    3. Nowhere. I'm not able to help anyone.

  2. When I’m not able to help a customer, I should:
    1. Tell them honestly and thank them for their business and hang up.
    2. Give whatever information I can, right or wrong. Wrong information is better than no information.
    3. Get help immediately and advise the person that help is on the way.

  3. When I’m having a bad day, I should:
    1. Not bother coming into work.
    2. Leave my troubles at the doorstep, like the song says.
    3. Tell all my co-workers my troubles to get them off my back.

  4. Chewing gum at work is:
    1. OK.
    2. A bad-breath refresher.
    3. Downright rude and obnoxious. Fugetaboutit!

  5. A mirror at my desk will:
    1. Keep my ego in check.
    2. Remind me to smile BEFORE I pick up the phone.
    3. Give me bad luck if it breaks.

  6. Basic customer service skills are important to me because:
    1. Everyone needs a refresher.
    2. I need a lot of help.
    3. I never learned any.

  7. Internal customer service means:
    1. Be nice to others who come into my office.
    2. The customer is giving me a stomachache.
    3. Treating my co-workers as customers.

  8. When using voice mail and leaving a message I should:
    1. Leave my phone number twice and slowly.
    2. Leave a good clean joke to keep them smiling.
    3. Not leave a message...just call back till I reach them.

  9. Irate callers/customers are important to our company because:
    1. It’s fun to handle those kinds of calls.
    2. At least we get a second chance to make it right.
    3. I finally get to yell back.

  10. Asking questions of the customer will:
    1. Aggravate them.
    2. Show I’m interested in helping.
    3. Be considered being too nosy.

I.Q. Quiz Answers

1. Correct answer is B.
Anything after your name...erases your name. And on initial greetings, your name is very important. You have answered the phone to help them. It’s a given. Those words are best used in a message-taking scenario.

2. Correct answer is C.
Be sure you let the customer know that help is on the way. That’s the most important part.

3. Correct answer is B.
We need to leave our troubles at the door. Arguments with a spouse or a bad hair day are your problem. Telephone Doctor calls that "emotional leakage.” That’s getting angry at Peter and taking it out on Paul. Not fair, not right and no fun.

4. Correct answer is C.
No gum at work – ever. End of subject. If you have bad breath, use mouthwash.

5. Correct answer is B.
The old Telephone Doctor adage..."smile BEFORE you pick up the phone,” is the way to make every phone call, or customer contact, a great one. Remember, it’s hard to be rude when you’re smiling.

6. Correct answer is A.
Everyone can use a brush-up course. There’s a great saying: "When you’re through learning...you’re through.” Never stop taking those little basic skill lessons you’re offered. Even if you do know it all...look how good you’ll feel about that!

7. Correct answer is C.
We need to treat our co-workers as well as we’re going to treat our external customers. Remember: We Are Customers To Each Other. We sure don’t need any internal conflicts between co-workers and departments.

8. Correct answer is A.
Voice mail was meant to take an effective message. Give details and speak conversationally so the person receiving the message will enjoy it. Effective messages have concrete information – dates, times, names, situations. Leave your phone number – twice and slowly. Make voice mail work for you...not against you.

9. Correct answer is B.
Getting a second chance is golden. And irate callers, while certainly not pleasant, can be the challenge of the day. And they can be satisfied.

10. Correct answer is B.
Listening and questioning skills are very important to excellent customer service.

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Utilizing Macro Magic to Develop a Keyword/Multi-Use Directory

By Jamie Hay, Spectrum Communications Ltd.

(Legacy Infinity)
A few years ago, I was tasked with trying to streamline a rather complicated account for our operators. Years of updates and info page additions had over-populated the account’s contents, and most (if not all) of our staff were overwhelmed by it.

With more than 50 info pages to browse through, our newer agents were often unable to quickly find the information they needed to proceed with dispatch, and our senior staff were trying to rely on memory (or keep little notes in their personal stores) to help guide them through the dispatch.

There had to be a better way. Working in a strictly Legacy Infinity environment, I was torn. How could I help our front line staff find the information they needed quickly, without creating a complicated tree of sub accounts? Then it occurred to me – macro magic!

Since this account was set up for a facility management company that offered a multitude of different services, why not set up a "key word” directory? If my idea worked, it would easily be able to guide call takers to the correct info page(s) that was required to properly proceed with their call.

The directory set up was fairly simple. I only had two fields in the layout. The first being Keyword, and the latter being Info page. Keyword was set to Indexed, and Info page was set to Dial Search.

I then went through the account info pages one at a time and entered every possible keyword for each individual info page into the keyword field of this directory. Now all I needed was the strings.

My quest led me to the Dial String Wizard in Client Set Up > Info Pages.

First, at the Welcome screen, I selected Macro Magic:

Under Macro Type, I selected Custom Macro:

For Screen Behavior, I chose No change, as I wanted our operators to remain in take message mode with a flashing cursor.

System Form I left blank, as I did not want this string to affect the message form at all.

I selected No Status or Park options as they were also not applicable to my needs.

At last I had reached the Info Page Display. From the drop-down menu, I chose Show Info Page X of this account, and in the Info Page box, I keyed in the appropriate info page number.

I now had my custom Macro String created.

From here, I chose to right-click and copy the string (to be pasted into the directory I had been developing) in lieu of clicking finish. This is a personal choice.

All that was left to do now was to paste my info page macro string into the directory beside its corresponding keyword(s). Whenever I needed to change the string to reflect a different info page, I simply adjusted the number(s) to the left of the first decimal in the string.

i.e. For Info page 39, I would use 39.1.0.0.0.0.0.0C – but for info page 13, I would use 13.1.0.0.0.0.0.0C
I implemented this new account set-up the same day with very little coaching involved. Our entire team liked how efficient the account had now become.

A few days later I answered a call on the line and found myself frustrated. The new info page look up was terrific, but I was used to being able to call the appropriate vendors right out of the directory, too. To me it seemed much more efficient than making your way down a list of dial strings on an info page. Especially for the repetitive calls received daily on that line, where an info page look up wasn’t always necessary. Surely there were other staff members who felt the same.

It was here that our first multi-use directory was born.

I adjusted the first field name to read "Keyword/Name” – and since the second field was already dial searchable I changed it to "Page/Cont #” I also added a few extra fields for secondary numbers or miscellaneous information.

Now our operators could benefit from the best of both worlds.

Everyone here is very happy with this set-up, and the account has gone from one of our hardest and most complicated lines to one of the most user-friendly large accounts we currently have.

The potentials here are endless, and I am currently in the works of using a similar macro magic directory to build an Operator FAQ account.

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Upcoming Webinar

Preparing for the 2013 IS Training Summer Series
June 19, 2013 | 2:00 pm EDT (GMT -4)

Presenter: Theran Mossholder
Host: Evelyn Portinari

From August 5-7, 2013, NAEO’s Education Committee will hold an intensive three-day hands-on training seminar on Intelligent Series Programming. The Atlanta Airport Embassy Suites Hotel is hosting this amazing event for commercial and medical answering services, hospital switchboards, and contact centers. Speakers include NAEO Education Committee Co-Chair Theran Mossholder, NAEO Certification Development Committee Chair Gerald R. Brosseau, II, Intelligent Series Contact Dispatch Expert and Education Committee Member Michael Goumas, as well as Amtelco Training Manager Susan Kirkpatrick and Amtelco Software Expert Pat Dye. Join us on this webinar to get a glimpse of what will be covered as well as what to expect at this fantastic opportunity. Meet some of the trainers who will be presenters and ask any questions you have about the IS seminar. We will also discuss what will covered by the registration fee and what to bring.

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david drenk

Dashboard Sound Settings

by David Drenk

The Dashboard sound settings let you program warning sounds that are triggered when call center statistics reach caution and critical levels. The sound settings can use any standard WAV format file and can be assigned to any of the Dashboard gauge-style controls.

The Dashboard sound settings are configured individually for each gauge. To configure the sound settings for a gauge, right-click the gauge image on the Dashboard. The control properties menu is displayed.

Point to "Warning Ranges” to display the Warning Ranges menu.

  • To set the threshold for the caution level, select "Caution Point” and type a number.
  • To set the sound that will be played when the Caution Point is reached, click "Caution Sound.” Browse to the location of the WAV format file that you want to play as the Caution Sound and then click the Open button.
  • To set the threshold for the critical level, select "Critical Point” and type a number.
  • To set the sound that will be played when the Critical Point is reached, click "Critical Sound.” Browse to the location of the WAV format file that you want to play as the Critical Sound and then click the Open button.

Warning when Low or High

Caution Point and Critical Point sounds can be played either when a value rises to the threshold (for example, when Waits become too high) or when a value falls to the threshold (for example, when the number of Ops On becomes too low). To select the method used to monitor a value, right-click a gauge, point to "Warning Ranges,” and select "Warn when High” or "Warn when Low.”

Displaying Caution Points and Critical Points

Caution Points and Critical Points can be displayed on the gauges as yellow and red areas. To display Caution Points and Critical Points, right-click a gauge, point to "Warning Ranges,” and select "Show Caution Range,” "Show Critical Range,” or "Show Both.” To show neither, select "Show None.”

Changing the Alert Interval

The Alert Interval determines how many milliseconds to wait between playing alert sounds. The default is 6000 milliseconds (6 seconds).

To change the Alert Interval, press the CTRL+F12 keys or open the File menu and select "Setup.”

The Amtelco Dashboard Setup window is displayed.

Click the General Settings tab.

In the Alert Settings field, type the number of milliseconds to wait between playing alert sounds.

Click the Save button.

Note: This Alert Interval is the time between the start of playing each WAV format file, not the time between the end of playing the file and the start of the next, so make set the Alert Interval to a longer period than the length of the WAV format files you are using.

Requirements:

  • Dashboard 1.01.3748.02 or later
  • Infinity 5.60.02 or later
  • IS Server 3.1.3748 or later (optional)
  • SQL Server 2000 or later (optional)

Amtelco Part Number: 232MP126 and 232MP148

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Kelli Harrigan

 

Option to Flash the IS Messenger Tab when a New Chat Arrives

by David Drenk

An option to flash the Intelligent Series (IS) Messenger tab when a new chat message arrives has been added to the settings for IS Supervisor, Soft Agent, and Infinity Telephone Agent.

When the flash option is enabled, the IS Messenger tab flashes in the Task Bar when a new chat message arrives. If the option is disabled, the IS Message tab will not flash when a new chat message arrives.

In IS Supervisor, the option is located in the IS Supervisor Setup screens on the Preferences page. The option is labeled "Flash Conversation Window.”

In Soft Agent, the option is located on the Setup Settings page. The option is labeled "Flash chat screen when new chat message arrives.”

In Infinity Telephone Agent, the option is located in the Setup Control Panel. Expand the Features category and then click "Intelligent Series” to display the Intelligent Series settings page. Click the IS Messenger tab. The option is labeled "Flash chat screen when new chat message arrives.”

Requirements:

  • IS Messenger
  • IS Server 3.1.3727.29273 or later
  • IS Supervisor 5.60.4364.0 or later
  • Soft Agent 3.7.4364.01 or later
  • Infinity Telephone Agent 5.60.4364.01 or later
  • SQL Server 2005 or later

Amtelco Part Number: 232A523

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