6. AMTELCO INSIDER
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NEW! We are now
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what has changed!
14. You will see a green, yellow, or red
stoplight for each feature we present.
Taking Orders,
Availability Pending Not Ready,
Currently Available Release From Beta Just Presenting
Or Requirements The Concept
Discussion
15. INFINITY
Infinity 5.51
We first announced Infinity 5.51 at
NAEO in Cancun.
Over 170 sites have taken advantage of
the free 5.51 upgrade for service
contract customers.
Infinity 5.51 included some powerful
new capabilities.
16. INFINITY 5.51
Two-Way SMS
SMS text messaging was introduced as
an option with Infinity 5.51.
Use SMS text messaging with Infinity or
IS message dispatching.
We now have over 20 sites utilizing
SMS text messaging.
17. INFINITY 5.51
Two-Way SMS
We have recently enhanced Infinity
SMS to allow clients to more easily
reply to SMS text messages.
Clients can also send you unsolicited
inbound text messages that are
matched to their account and popped
to an operator.
22. INFINITY 5.51
VoIP
Amtelco continues to focus on expanding VoIP
solutions for you:
Infinity VoIP Board operator audio.
Infinity VoIP Board SIP trunking.
SIP Soft Agent.
MiteyMiteMessenger.
Asterisk and Gateway Integration.
We are working with telephone carriers such as
Paetec and PBX vendors such as Avaya, Cisco, and
Mitel on interop certifications.
23. INFINITY 5.51
Business Continuity
Amtelco has been focusing on Business Continuity
solutions for you. We now offer:
Backup Server with Network Backup
Backup Server with Real Time Backup
Amtelco Emergency Access with New Options
24. INFINITY 5.51
Amtelco Emergency Access
Hosted Business Continuity solutions, allowing you
to partner with Amtelco to obtain a new level of
preparedness:
Bronze Level – 4 hour activation, send backup tapes to
Amtelco, we restore them into our shared backup server.
Silver Level – 2 hour activation, use network backup to
backup your data into our shared backup server.
Gold Level – 1 hour activation, use real-time backup to
backup your data into our shared backup server.
Platinum Level – 20 minute activation, dedicated
hardware for you that is ready when you need it.
Universal DID recommended for all levels to facilitate easy forwarding to Amtelco.
25. INFINITY 5.51
Amtelco Emergency Access
We would like to get your feedback on
the interest level of Hosted Emergency
Access solutions.
We will be covering this in more detail
with Greg and Jody at our Road Rally II
session Tuesday at 9:15 and we look
forward to your input.
26. INFINITY 5.6
Introducing Infinity release 5.6.
Amtelco continues to enhance the Infinity
platform.
We are proud to announce our new Infinity
5.6 release.
We have Infinity 5.6 running at Amtelco and
are preparing it for beta testing.
We are taking orders and will make it
available to customers who request it on a
first come first serve basis.
28. INFINITY 5.6
Provide more tools for your operators using our new
HiRes Collapsible Panels.
Open as many panels as you like, reorder the panels,
force panels open, or block certain panels.
29. INFINITY 5.6
Infinity 5.6 Dashboard has been enhanced
with a new Infinity ACD Service Level
Reporting display.
30. INFINITY 5.6
Infinity 5.6 IS Reporting has been enhanced
with a new Infinity ACD Service Level Report.
31. INFINITY 5.6
Scheduled Callback Request
Scheduled callback allows callers to request
a callback rather than waiting in queue.
Callers can specify if they want a callback as
soon as possible or at a specific time or even
specific day.
This can be a great tool to smooth out busy
times, avoid long hold times, and improve
service.
32. INFINITY 5.6
More Infinity 5.6 Features
MDR as a Service
Turn operator off if audio is lost
On-Screen Indicator for Client Repeat and Specials
160 character operator chat (was 80 characters)
Option to block Chat to All from certain agents
Infinity Web offline event
64 party conferences
24 character dial suffix (was 12 characters)
Dialout guard time
Print Specials report
Client Sources report
Client Status report
Pending Auto-Callout report
Auto-Digital Paging via SMS
VoIP Board Call Transfer
VoIP Board Quality of Service Setting
Multiple VoIP Boards
XDS Board Error Recovery and Reset
34. INTELLIGENT SERIES
Current IS Release
The current Intelligent Series release is
5.51.3504.
Over 170 sites are running on
5.51.3504.
We just released 5.51.3659 which
offers some enhancements over 3504.
10 sites are now running 5.51.3659.
35. INTELLIGENT SERIES
IS Release 5.51.3659 includes several
new features:
New License Manager
Print IS Info Pages and Print to PDF add-on
IS Client Setup Billing
New script elements –
Added SelectElement element. (to have the focus
jump to a specific element on the screen)
Added script option to set focus to first element
after a screen mode change
Added option to SelectContact to not show alert
when contact can't be found.
Added option to SelectContact for running
actions when contact is not found.
Added a new Prompt User element.
36. INTELLIGENT SERIES
Introducing IS release 5.6.
We have a new Intelligent Series release that
is paired up with Infinity 5.6.
The new Infinity and Intelligent Series 5.6
release is packed with lots of exciting
features.
We are taking orders and will make it
available to customers who request it on a
first come first serve basis.
37. INTELLIGENT SERIES
Introducing IS Release 5.6.
IS Reporting:
Report Comments
IS Stats in Billing Link 4
IS Contact Method Log Report
IS Client List Report
Infinity ACD Service Level Report
Scheduled Purge of IS Statistics
Contact Based Architecture popping failed IS
dispatches via pager, sms, email to the originating
operator.
38. INTELLIGENT SERIES
Introducing IS Transformer
Providing you an automated tool to create scripts.
39. INTELLIGENT SERIES
IS Transformer is a great tool for acquisitions.
Create scripts from competitive systems.
41. INTELLIGENT SERIES
Contact Based Architecture.
More and more sites are migrating to the
Contact Based Architecture.
Contact Based Architecture shifts from
account and instruction based dispatching to
contact and script based dispatching.
42. INTELLIGENT SERIES
Teleplex has adopted Contact Based
Architecture for their Dispatching model.
Here is a quote from Doug Robbins:
“Your software development team has been
tremendous to work with, on and off beta calls.
We have 400 accounts on contact dispatch. We have
another 300 getting ready to swing after NAEO.
We are a big fan of contact dispatch. We have
improved operator call processing time, we have
reduced error rates, the web on call has been a great
enhancement. We find Infinity IS to be an extremely
powerful tool beyond our wildest expectations. “
43. INTELLIGENT SERIES
ACT Teleservices has adopted Contact Based
Architecture for their Dispatching model. Here is
information from Sean Haugh of ACT:
WeAhave have seen insignificant benefitSpeed andusing
We havebut notfind amain benefits: currently
We approximately 1850 accounts isIS dispatch
lesser yet to two situation where improved
IScould not functions,in have implementedmost basic
dispatch training. We some form; atmoreISless time
accuracy. be of use the dispatcher spendsscheduled
dispatch Speed – with about 250 its’ dispatch
bywith end of March, to do next, whoof being etc; to go
useresearching what and thousands toaccounts a
the an eye towards simplicity wherever possible,
we can at least prevent a call from call, dropped
with the goal of anyone longerable tothese and barring
properly designedin the being taking the message.
accidentally by the operator term. dispatch. I have
script determines
said this before but it bears repeating in to dowepress
extraneous circumstances all they need that is have
had button and give the message. This same
A a occasions where operators have successfully
good portion of these incorporate automated
dispatched calls via to accuracy : with the steps laid
dispatch functions, contact based no input from zero
functionality leads which involve dispatch with the
out We are carelessform of dispatch.
training on any mistakes are avoided.
operator.already, constantly researching new ways to
further automate dispatch procedures.
44. INTELLIGENT SERIES
Contact Based Architecture.
The biggest challenge with Contact Based
Architecture is making the commitment to
change and getting started.
Sites migrating to the new method have
requested some tools to make the transition
easier.
45. INTELLIGENT SERIES
Contact Based Architecture Combo Checkin Screen
shows Infinity Msg Index with Voice Messages and a
Special count + IS Message Center.
46. INTELLIGENT SERIES
Pressing the Checkin key from the Combo Checkin
Screen changes to the Infinity Checkin Screen,
allowing viewing and editing of Specials.
47. INTELLIGENT SERIES
Contact Based Architecture Combo Inbox in IS Web
shows both IS messages and Infinity text and voice
messages, allowing clients to play voice messages.
48. INTELLIGENT SERIES
Amtelco continues to improve and
expand the IS scheduling solutions.
On-Call Scheduling
Appointment Scheduling
Web Scheduling
60. NEW APPLICATIONS
We are constantly striving to create
new applications and services for you.
We have several that we are excited to
debut for you today.
61. INTELLIGENT SERIES
IS OnTeam Scheduling
New automated employee scheduling.
62. INTELLIGENT SERIES
IS OnTeam Scheduling
Create Rules to Auto-Assign Schedules.
63. INTELLIGENT SERIES
IS OnTeam Scheduling
Run Auto-Assign to create your schedules.
64. INTELLIGENT SERIES
IS OnTeam Scheduling
View completed schedule, including
breakdown of shifts by day and employee.
65. INTELLIGENT SERIES
IS OnTeam Scheduling
Include Auto-Assignment of On-Call Shifts.
66. IS MESSENGER
New IS 5.6 based Instant Messaging services
for you and your clients. Access IS Messenger
from the new Telephone Agent HiRes
Collapsible Panels.
68. IS MESSENGER
Access IS Messenger from MiteyMite
Messenger. This allows extending Instant
Messenging services to your clients.
Allow clients to
communicate with
each other and with
your call center staff.
69. IS MESSENGER
Use IS Messenger Operator Actions to
announce calls to clients running MiteyMite
Messenger.
71. IS MESSENGER
Report on IS Messenger Conversations and
view Conversation History from IS Supervisor.
72. NEW APPLICATIONS
iPhone Application miCash
iPhone based cashboard that allows you to
associate a $$ value with call activity.
73. NEW APPLICATIONS
iPhone Application miCash
miCash accumulates $$ value while you watch.
Watch the screen turn green each time there is
an update.
74. NEW APPLICATIONS
iPhone Application miDash
Monitor your system activity while you are on
the go with your iPhone.
75. NEW APPLICATIONS
iPhone Application miOncall
Provide your clients with a mobile option for
viewing and managing on-call schedules.
76. NEW APPLICATIONS
iPhone Applications
Download the Amtelco iPhone apps from Apple.
77. NEW APPLICATIONS
B2B Agent
IS Client Sharing Tool.
B2B Agent allows agents from multiple call centers to
work from a single host IS server regardless of which
Infinity server the operator is connected to.
Keep the IS applications and data centralized while
sharing calls with other call centers.
Become a much larger virtual call center by
partnering with other call centers on a temporary or
permanent basis.
Consolidate overnight operators with partner call
centers.
78. NEW APPLICATIONS
B2B Agent
Link IS Servers together to allow sharing
clients between call centers.
Setup system
connections to remote
IS Servers.
79. NEW APPLICATIONS
B2B Agent
Link IS Agents between IS Servers. This allows an
agent to be logged into more than one IS Server.
Setup agent connections to
remote IS Servers.
80. NEW APPLICATIONS
B2B Agent
Now the key to client sharing, link specific IS
Clients to remote IS Servers.
81. NEW APPLICATIONS
When an operator answers a remote client, they
see an indication that it is a remote client,
everything else is completely seamless.
82. NEW APPLICATIONS
IS Web Scripting
Web enable your IS message scripts.
83. NEW APPLICATIONS
IS Web Scripting
Build Scripts for Client or Public Web Access.
84. NEW APPLICATIONS
IS Web Scripting
Apply Special Web Styles for each Client.
85. NEW APPLICATIONS
IS Web Scripting
Allow callers to start a script on the web and
then request operator assistance.
The operator can pick up
the script where the caller
left off!
86. NEW APPLICATIONS
IS Web Scripting
Script IS Web Oncall and Directory Messaging.
88. NEW APPLICATIONS
IS Web Scripting
Choose to apply each script for Operator Use,
General Web Scripting, IS Web Scripting, or Web
Testdrive. Could It Be Any Easier?
89. Thank You!
For additional information visit
www.1call.com
You can contact us directly at
info@1call.com or 800-225-6035
90. Thank You!
For additional information visit
www.1call.com
You can contact us directly at
info@1call.com or 800-225-6035