March 2014

Regular Columns

From the Editor
by Betty Bouchie

Everything's Bigger in Texas!

Be Inspired
by Gary Blair

Something to Smile About...

by Michael Goumas

Stepping Up Your Game
by Gary Pudles

Featured Articles

NAEO Scholarship Award Recipients

How Do I Have the Script Switch from the 1st Oncall to the Backup when the Oncall Does not Answer?
by Theran Mossholder and James Ray


Amtelco Annex

Billing Link Word Editor for Invoices and Form Letters
by David Drenk

Easier Appointment Scheduling with IS Appointments
by David Drenk

From the Editor

by Betty Bouchie

Achieving Your Goals

I started in health care more years ago than I am willing to admit. At first, it was just a job. I enjoyed it, but I really just went because they paid me. Then something changed. I realized that by my actions things could improve, be made better. I also realized that if I could see a place to make an improvement, and then actually make that improvement, it gave me a wonderful feeling of satisfaction, even better than the pay cheque. I started to set small goals: improving a form, sorting out a file, suggesting ways to save money or make a process easier. All of a sudden my goals became very big. I wanted to make a difference in health care. Now, many years later, I can look back at work I have done, and see where I have reached my goal and had direct impact on improving the way Health Care is delivered in Nova Scotia.

As of March 31, 2014, I will retire from my current position. I have no intension of not working, but it is time to set new goals and find new ways to make changes. Perhaps just small changes, maybe big ones, but always setting and achieving.

This is my last edition as the Newslinks editor. I have completely enjoyed it and think I have made a change in it, as well. I am so thankful for all of the members who have put up with my poking and prodding for articles. YOU ARE AMAZING, especially the ones who have come through month after month. I am truly blessed to have had the pleasure to work with all of you (all ya’ll). Thank you, also, to the (several) NAEO presidents who have allowed me to continue and the wonderful support from the board and Amtelco. Hopefully, we will keep in touch! Thank you so much for the opportunity!

After March 31, if you would like to reach me, please feel free to email me at:

I would like to share a story with you. Not really about setting goals, about creative thinking – but isn’t that how we achieve our goals?

Tale of Two Pebbles

Many years ago in a small Indian village, a farmer had the misfortune of owing a large sum of money to a village moneylender. The moneylender, who was old and ugly, fancied the farmer's beautiful daughter. So he proposed a bargain.

He said he would forgo the farmer's debt if he could marry his daughter.

Both the farmer and his daughter were horrified by the proposal. So the cunning money-lender suggested that they let providence decide the matter. He told them that he would put a black pebble and a white pebble into an empty money bag. Then the girl would have to pick one pebble from the bag.

  1. If she picked the black pebble, she would become his wife and her father's debt would be forgiven.
  2. If she picked the white pebble she need not marry him and her father's debt would still be forgiven.
  3. If she refused to pick a pebble, her father would be thrown into jail.

They were standing on a pebble strewn path in the farmer's field. As they talked, the moneylender bent over to pick up two pebbles. As he picked them up, the sharp-eyed girl noticed that he had picked up two black pebbles and put them into the bag. He then asked the girl to pick a pebble from the bag.

Now, imagine that you were standing in the field. What would you have done if you were the girl? If you had to advise her, what would you have told her?

Careful analysis would produce three possibilities:

  1. The girl should refuse to take a pebble.
  2. The girl should know that there were two black pebbles in the bag and expose the money-lender as a cheat.
  3. The girl should pick a black pebble and sacrifice herself in order to save her father from his debt and imprisonment.

Take a moment to ponder over the story. The above story is used with the hope that it will make us appreciate the difference between lateral and logical thinking. The girl's dilemma cannot be solved with traditional logical thinking. Think of the consequences if she chooses the above logical answers.

What would you recommend that the girl do?

Well, here is what she did. . .

The girl put her hand into the moneybag and drew out a pebble. Without looking at it, she fumbled and let it fall onto the pebble-strewn path where it immediately became lost among all the other pebbles.

"Oh, how clumsy of me!" she said. "But never mind, if you look into the bag for the one that is left, you will be able to tell which pebble I picked."

Since the remaining pebble is black, it must be assumed that she had picked the white one. And since the money-lender dared not admit his dishonesty, the girl changed what seemed an impossible situation into an extremely advantageous one.


Most complex problems do have a solution. It is only that we don't attempt to think. Start your day with this thought-provoking story and have a fruitful day.

Have a week filled with positive thoughts and sound decisions.

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Everything's Bigger in Texas!

We look forward to seeing y'all!

NAEO 2014 Annual Conference • March 10-13, 2014

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

2014 Conference Logo

It's not too late to REGISTER!

On behalf of the NAEO Board of Directors, we want to recognize our supporting Sponsors/Exhibitors of the 2014 Conference. Thank you!

Opening Reception Sponsor

Vendor Sponsor


Wednesday Break Sponsor

Call 4 Health



Conference Quicklinks

Conference HomepageAgenda at a GlanceKeynote Speaker
Travel InformationTips & RemindersSponsor & Exhibit
Session DescriptionsIS WorkshopConference Archives

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NAEO Announces Scholarship Award Winners

NAEO is pleased to announce the 2013 Curtin and Collins scholarship award winners:

Collins Scholarship Award Recipient:
Laura Trippler, Main Line TeleCommunications

Curtin Scholarship Award Recipient:
Deborah Anders, The Legacy Connection

Congratulations to these members and a big thank you to all those who applied this past fall.
Addition information on each scholarship can be found at

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Be Inspired

Submitted by Gary Blair

The most important thing about goals is having one.
~ Geoffrey F. Abert

You are never too old to set another goal or to dream a new dream.
~ C.S. Lewis

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Something to Smile About...

This is for all of you who have shared your ideas and knowledge through articles; spent time on any committee, served on the board; helped at a conference or workshop, or answered a question on the listserv! Remember your worth!

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by Michael Goumas, ProComm

How can I send a summary in a specific delimited format?

Consider this as your summary:

Then when you are sending via SMS:

This will send everything between the pipes (|) AND replace the ` with a NewLine when sending out the SMS. This works for me very well. I do my summaries this way because I also have Call Experts SMS Server and when sending out of that server it automatically converts the ` with a NewLine. This way I don’t have to reprogram my summaries, but I just modify it when sending out via IS SMS, IS Tap or IS SNPP.

How do I assign a directory to an account?

In Infinity Supervisor in Intelligent Series Options

Then to make sure that it is pulling the correct directory:
In IS Supervisor:

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Stepping Up Your Game

Goal Setting

by LisaJane S. Olson, Stericycle Communication Solutions

Whether you are an owner or work in a business, everyone has goals. We have goals to save for the future, buy a new house, or take a vacation, or buy the things we need and want to make our lives more enjoyable.

Chances are, if you own a business or work for a business you have set goals for yourself. If you want to stay on track and operate under certain timeframes, you have to set goals to stay on track. There are a lot different goals:

  • Goals you need – your priorities
  • Goals you want – more pleasure
  • Short term goals – one to three years
  • Long term goals – five to ten years

Good goal setters know that the wording, structure, and timing of a goal can make its achievement much easier – or far more difficult. Good goal setters understand the basic skills for setting and reaching their goals. Here are some steps to set and achieve your goals:

  • Goals are specific and measureable. If you want to make more customer calls, you won’t want to set a goal to simply call more customers, but rather you want to say "call 10 more customers each day”. If you want to save money, you won’t want to set a goal to save more money but rather to "save $200.00 a month”. If you want to exercise more, you want to do 200 pushups every day. Being specific can help you accomplish your goals.
  • Goals are simple and reachable. You want to sell your business. Don’t complicate a goal by expanding and branching out – such as I want to sell my business, then move to a tropical climate and live in a big house and have 2 dogs and live on the beach. List each goal separately.
  • Goals are major. No one can muster the passion, hard work and courage to reach a goal they don’t really care about. Set goals that will change your life, enhance your health or wealth, and make you proud.
  • Goals should be written and visible to remind yourself everyday what needs to be done to reach you goal. Do something every day to move towards your goal. Writing down your goals will increase your chances of achieving the goal.
  • Goals should be shared. We are more likely to stick to our plan and reach our goals if we know our friends, family, and business colleagues support us.

When you've achieved a goal, take the time to enjoy the satisfaction of having done so. Absorb the implications of the goal achievement, and observe the progress that you've made towards other goals.

If the goal was a significant one, reward yourself appropriately.

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How Do I Have the Script Switch from the 1st Oncall to the Backup when the Oncall Does not Answer?

By Theran Mossholder and James Ray

There are many ways to do this. One easy way is to put a "Select Contact" action on the "Unsuccessful" of the "Contact Action". Once the first contact goes through all the steps (unsuccessful), it will then select a new contact to try.

You also need to have this checked:

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david drenk

Billing Link Word Editor for Invoices and Form Letters

by David Drenk

Billing Link now offers a Microsoft Word editor for use with both Invoice Layouts and Form Letters. The editor allows you to enhance the appearance of your invoices and form letters using images, logos, tables, and other Microsoft Word functions to provide endless layout possibilities.

In order to make use of the new Word editor, you must enable the proper settings in the Billing Link Registry for each station that will be using the Word options. These options are located in the Help menu, under Advanced Settings.

Invoice Layout

To work with an invoice, open the Invoice Layout page under System.

Enter a layout number of 1000 or greater to open the Word editor.

You may still use and update invoices or form letters created in the Classic editor with layout numbers 999 or less. This provides you with the option to migrate invoices and letters at your own pace.

Much like the classic layouts, you may open the templates folder in order to copy, paste, and rename an existing layout as a start to a new layout.

Layout Options

With each invoice and letter, there are layout-specific settings that you may want to use. These settings are located under the Invoice Layout by clicking on the Layout Options and the Conditional Fields hyperlinks.

Within the Layout Options window, you can name your invoice or letter to locate it easily for future use. When using multiple pages, the lines per page are set here as well.

Two Invoice Fields from classic layout, "One Time + Scheme” and "Scheme + One Time,” have been moved from the Field list. The order of one-time charges and schemes on the invoice is now set on the Layout Options page.

Conditional Fields

On newer versions of Billing Link, Conditional Fields have been added. When you add a Conditional Field to the layout, the field will print only if the noted conditions are met. When the conditions are met, the text entered in the Conditional Fields page is added to the invoice.

To add a field to an invoice, place the cursor at the desired location. Then select the desired field name in the yellow area. Click the Add Highlighted Field at Cursor Location hyperlink.

It is recommended to use the tab stops on the ruler for consistent alignment of indented fields on your layout. If the ruler is not present, you may need to open the View options on the Word toolbar and select "Show Ruler” from the options.

Within the Insert options on the Word toolbar, you can further enhance the appearance of your layout with images and logos by clicking Insert>Picture>From File Location. You also can use a table to create cells in which to place fields in desired locations on the page.

Once you are ready to test or send your invoice, simply change the invoice layout number in Client Maintenance, on the Printing Options menu.

You also can use the Invoice Preview option in Billing to test your layout.

Form Letters

Much like invoices, form letters can be created in the Classic editor or using the new Word Editor following the directions previously listed.

Each Client has five available letters for Aging, plus four other letters. A value of -1 indicates that a letter is not used for this client. For example, the Client shown in the following example does not receive a reminder that they have a balance greater than zero (the Current Balance Letter), but does receive letters if they are 30 or 60 days past due.

Billing Link looks for the highest applicable Aging letter and omits any lower level letters. This means that if an invoice is 60 days past due, the 60 Day Letter will be sent, but not the 30 Day Letter.

The Other Letters can be named in the Options settings if they will be consistently used for the same purpose. Form letters have separate delivery options, as they are not always sent to the same contact as the invoice.

Sending form letters is as easy. Open the Form Letters page under the Reports settings. Choose the letter or letters, set the client range, and designate the sender and subject. Then click the Send Checked Letters hyperlink at the top of the page.


  • MDR 3.00.00 or later
  • Billing Link 4.3.1a or later
  • Microsoft Word 2010 or later

Amtelco Part Number: 8319264

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Kelli Harrigan


Easier Appointment Scheduling with IS Appointments

by David Drenk

The optional Intelligent Series (IS) Appointments feature has been redesigned for easier appointment scheduling from IS Supervisor, Infinity Telephone Agent, Soft Agent, and the IS Web. The redesigned interface features improved viewing, easier scheduling, simpler programming, and advanced script integration.

The new IS Appointments interface includes a filter for viewing appointments by service. Services are the types of appointments that can be scheduled.

  • Click "All” to display all appointments.
  • Click the name of a service to display just the appointments for that service.

The text color and background color of each service is customizable, making it easy to distinguish one type of appointment from another.

When a service filter is selected, the times that the service is not available are shaded in gray.

To schedule an appointment, double-click a time slot or click the Add button.

The Appointment Assignment pane is displayed.

Select a service from the Service menu to display a menu of times when that service is available.

Select the service provider from the list of providers. Only providers that are authorized to provide the service are displayed.

Select attendees from your IS Directory or enter new attendee information. New attendees are saved automatically to the IS Directory.

When you are finished, click the Save button to create the appointment.


Appointment services are defined in IS Supervisor Directory Setup on the Appointments tab.

Each service is given a name, display colors, a duration, a provider role, and an attendee role. The programmer specifies the number of providers and attendees required, and whether they can be assigned to other appointments at the same time.

The Availability Table is used to set the days of the week and times of day that the service is available. The Concurrent setting limits how many appointments can be booked for this Service for the same date and time.

Integration with IS Message Scripts

New Intelligent Messaging Response Elements enable appointments to be scheduled from Intelligent Messaging scripts without having to open the Appointment schedule.

  • The Create Appointment element creates a new appointment and assigns a contact to the appointment using information obtained in a message script.
  • The Lookup Appointment element selects an existing appointment and pulls appointment information into a message script.
  • The Schedule Appointment element adds a contact to an existing appointment.
  • The Reschedule Appointment element changes the date and time of an appointment.
  • The Cancel Appointment element removes one attendee from an appointment.
  • The Delete Appointment element removes an appointment from the schedule.
  • All of the elements use Contact Definitions configured in the Script Properties. Contacts can be selected using the Select Contact response element or the Create Contact response element.


  • IS Supervisor 5.60.4362.11 or later
  • IS Messaging feature
  • SQL Server 2005 or later
  • Infinity Telephone Agent 5.60.4362.18 or later (optional)
  • Soft Agent 3.7.4364.03 or later (optional)
  • IS Web Scripting 3.7.4364.5 or later (optional)

Amtelco Part Number: 232A491

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