Amtelco updates and events

2012-01-26T11:50:00.000-08:00

The Perfect
"ARC Console" Replacement!

Cisco UCM Integration

Cisco UCCE Integration

Cisco UCCE Agent

Cisco SIP Softphone

Cisco SIP Agent

Discover the Benefits of Call Flow Navigation!

Benefits include:

Save on Agent Training
Save on Call Processing Time
Increase Accuracy
Improve Customer Experience
Help Desk Scripting and On-Call Scheduling Solutions

AMTELCO's Soft Agent Provides Powerful Applications Including:

Call Center Agent
Operator Console
Call and Work Flow Scripting
Employee Directories with Quick Answer/Transfer
On-Call, Appointment and Staff Scheduling
SIP-Based Call Recording and Logging

You are Invited!
See a live demo of Soft Agent, miSecureMessages and any of AMTELCO's powerful Attendant Console Solutions.

Click here

2012-01-18T08:55:00.000-08:00

What's New with TechHelper
January 2012

Upcoming Amtelco University Webinars

January 26: IS Action Tables Training Webinar -
Req - IS 5.60.4177 or later. Registration Required.

February 1: Call Centers Webinar - miSecure Messages.
Registration Required.
February 2: Call Centers Webinar - miReminders.

Registration Required.

Click for details on all Amtelco University sessions.

Upcoming NAEO Webinars

January 18: Business Continuity

and

IS 101 - Simple Solutions to Scripting

January 25: IS 102 - Info Pages and Shared Fields
February 1: IS 103 - The Next Step in Scripting
and
Raising the Stakes with NAEO

Registration Required, please contact NAEO for any questions.

Click here for a full calendar of events.

Amtelco now offers several cloud opportunities such as: miOnCall, miSecure Messages and miAppointments. Click the cloud for more information!

New IS Feature!

The Action Table feature is used to create a table of steps that can be programmed in one place and implemented throughout an Intelligent Series message script. The Action Table can simplify programming of the dispatch protocol, and provides a simple way to view and print the protocol. This feature is included with IS version 5.60.4177 and above. For more information, click.

Last Call for KB163 Keyboards! Click for more information or to place an order.

Infinity 5.6 Monthly Feature

Voice Mail Callback Enhancements - The Infinity Voice Mail Callback (VMCB) feature has been enhanced in several ways in Infinity version 5.60.02. The enhancements include prevention of duplicate entries, system printouts, VCMB call label, and more robust callback scheduling. Click for more information!

Are you ready to Raise the Stakes? Well then you won't want to miss this conference because here... THE POSSIBILITIES ARE ENDLESS! Join us at the 2012 NAEO Conference, February 19-22. Click to register.

Have you checked out Amtelco's Innovation Machine? What once was a wish list email, has become a much more robust tool using Intelligent Series Web Scripting. You can add suggestions, search, rank, and comment on existing ideas. Click above to give it a try!

Recently Completed Innovation Items

- Infinity: There is now a way to track whether an operator selected a call from Infinity through the waits window vs. being assigned the call via call distribution. Click for details.
- Dashboard: Alerts by account can now be shown on the Dashboard screen.

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AMTELCO released miSecureMessages App 2.0.4

2012-01-16T13:14:00.000-08:00

Description

The miSecureMessages Apple App provides secure messaging and paging services for iPhone, iPad, and iPod Touch devices using Amtelco’s miSecureMessages service. The miSecureMessages Apple App receives notification of secure messages sent from the encrypted miSecureMessages Web Service via the Apple Push Notification Service. The user can view and respond to messages and can initiate messages to other miSecureMessages users.
When you receive a notification, you must acknowledge the notification and then can view the message in its entirety. Viewing the message results in a read receipt being returned to the web service. You can select from a list of pre-defined reply messages or can enter a custom reply. Replies are sent securely back to the web service. You can also initiate a secure message to other registered miSecureMessages users within your company or organization.
Requires a connection to the cloud-based or on-premise miSecureMessages solution provided by AMTELCO.

What's New in Version 2.0.4

-Adds swipe-able inbox rows that gives user quick access to reply, forward, delete, or complete a message
-Adds a Confirm Delete dialog when deleting a message from the Inbox
-Phone numbers, email addresses, and street addresses show up as links in the Inbox and Message Thread pages
-Forward button added to the View Message screen
-Improve speed on Inbox screen

2012-01-13T08:03:00.000-08:00

R&D Software Monthly Newsletter

Volume 3, Issue 1 January 2012

Amtelco's R&D Software Department publishes

the Amtelco Insider to keep you up to date on
new software features and enhancements. Each
month, we will highlight some of the innovations
that have been developed and are available for use.

Contact us for a demo today!
You are required to log in into Amtelco's TechHelper
to view the fact sheets listed below.

for log in info, click here.

NEW Software Upgrades

Amtelco's Current Software Versions

You are required to log into TechHelper to view the list of versions and their descriptions.

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Amtelco Slideshare

Infinity Elevator Behavior Accepts Information Sent from Elevator Phones
Infinity Elevator Behavior is an optional account behavior that answers calls from phones in elevators and accepts information sent from the phones. Infinityaccepts 11 digits from elevator phones. Read More.

Infinity Employee Checkin Behavior Verifies Employee Check In with a Passcode

Infinity Employee Checkin Behavior is an optional account behavior that verifies a passcode when an employee checks in. If the passcode is entered correctly, the check-in event is sent to the system printer and the account status is changed to "Checked in."
When setting up an account for Employee Checkin Behavior, a client greeting should be recorded that instructs the caller to enter the passcode.

miSecureMessages™ Adds Enhanced Reporting Capabilities

PRWeb – Tue, Nov 22, 2011

AMTELCO's miSecureMessages Secure Smartphone Paging and Two-Way Messaging App Adds Reporting to Help Provide Organizations with Accurate and In-Depth Records

McFarland, WI (PRWEB) November 22, 2011

miSecureMessages™ sends encrypted messages to smartphones and mobile devices, and allows for secure two-way communications, making it vital for maintaining Protected Health Information (PHI). miSecureMessages saves critical time for clinicians and patients, helping organizations ensure they meet HIPAA and HITECH regulations, while also providing better patient care. miSecureMessages is ideal for replacing pagers, with apps available for Android™ mobile devices, BlackBerry®, iPad®, iPhone®, and iPod Touch® to provide secure, two-way messaging.

miSecureMessages keeps track of each message sent, including messages sent from operators, as well as messages sent from device to device. The complete audit trail included with miSecureMessages shows the message, when it was sent, when the message was read, what the reply was, and when the reply was sent. This information gives healthcare organizations complete and detailed records for maintaining historical accuracy. The miSecureMessages Reports are accessible only by an Administrator, and can be exported to Microsoft® Excel® or to Adobe® PDF formats.

AMTELCO President Tom Curtin said, “Keeping detailed records is a necessity for any healthcare organization. miSecureMessages helps clinicians communicate more efficiently, and also ensures that healthcare organizations have the vital audit trails they need to protect their clinicians and their healthcare organizations.”

About AMTELCO

As a leading provider of innovative communication applications for more than 35 years, AMTELCO has its roots in the early 1950s when its founder, William J. Curtin, invented and patented equipment for his call center. With AMTELCO equipment currently in operation in all 50 of the United States, and in more than 20 foreign countries, AMTELCO customers process thousands of calls each month. AMTELCO is well known in various industries for continually developing advanced call center solutions designed to streamline communications, all backed by AMTELCO’s superior 5-star service and support.

The 1Call Division of AMTELCO is the leader in developing and installing systems and applications designed for the specific needs of the healthcare and higher education call center marketplace. 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, save an organization’s limited resources, and make them tremendously efficient, helping them bring wellness to their members and their bottom line. In addition to miSecureMessages, another recent product addition is miOnCall subscription-based oncall scheduling software.

For more information, contact 1Call at (800)225-6035, visit https://misecuremessages.com, or e-mail info(at)1call(dot)com.

###

Matt Everly
Amtelco
800-356-9148
Email Information

2011-11-21T21:10:00.000-08:00

What's New with TechHelper
November 2011

Recently Completed Innovation Items

- Dashboard: A new alert has been created that can flash or play a sound when a call has been on hold longer than a specified amount of time.
- Intelligent Series: In IS Supervisor, a fix has been created to allow a programmer to press "D" to get all directories that begin with "D" when an IS Directory has over 100 entries.
- IS OnCall: You can now display OnCall listings by Call Order in addition to the Start Time.

Infinity 5.6 Monthly Feature

Infinity 32-Character Login Names and Passwords - Previous versions of Infinity allowed up to 8 upper case letters for operator login names and up to 7 numbers for operator access codes. With Infinity version 5.60, operator login names can be up to 32 upper case letters in length. Access codes have been replaced with passwords that are no longer restricted to numbers and can be up to 32 characters in length. Click for more information!

AmtelcoPedia is a Web-based tool geared to help our customers quickly locate valuable information about our products. It allows you to find definitions/descriptions of items, links to others features involved with a feature, as well as the links to documentation, FAQs, white papers and training videos all from one page! Click to view!

Upcoming NAEO Webinars

December 14: Business Continuity

Registration Required, please contact NAEO for any questions.

Click here for a full calendar of events.

Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on new software features and enhancements. Each month, we will highlight some of the innovations that have been developed and are available for use. Click to subscribe!

What People Are Asking...

Question: In IS, when a call is first answered by an agent, instead of the account loading in "Take Message" mode, I would like my Ops to see the Checkin page.

Answer: Open in IS Supervisor on the account you are working with. On the left most menu tree, select "Agent Settings", then in the middle menu tree select "Startup Actions". Take off the "Take Message" action.

Also, if your meaning the per Account DSP jobs menu, then in Infinity Supervisor go to that account, under the IS Options page uncheck "Checkin".

TechHelper's Rep of the Month

Denise Quamme Baures

With AMTELCO Since: 1998

Bio: Denise began at Amtelco in 1998 as a Trainer. In January of 2000, she became a Project Manager. After taking a short sabbatical, Denise returned to Amtelco in 2004 as a Field Service Engineer. In late 2005 she became
a member of the Innovation & Development Team and a Trainer
for Billing Link.

Quick Links

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FAQ's

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Looking for past
TechHelper Newsletters?
Click here.

Questions? Contact
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Need a Service Contract?
Click here.

Contact Information

eMail: megan@amtelco.com
Web: https://service.amtelco.com

2011-11-09T14:03:00.001-08:00

Cisco UCM Integration

Cisco UCCE Integration

Cisco UCCE Agent

Cisco SIP Softphone

Cisco SIP Agent

Discover the Benefits of Call Flow Navigation!

Benefits include:

Save on Agent Training
Save on Call Processing Time
Increase Accuracy
Improve Customer Experience
Help Desk Scripting and On-Call Scheduling Solutions

AMTELCO's Soft Agent Provides Powerful Applications Including:

Call Center Agent
Operator Console
Call and Work Flow Scripting
Employee Directories with Quick Answer/Transfer
On-Call, Appointment and Staff Scheduling
SIP-Based Call Recording and Logging

You are Invited!
See a live demo of Soft Agent, miSecureMessages and any of AMTELCO's powerful Attendant Console Solutions.

Click here

2011-10-21T15:31:00.000-07:00

R&D Software Monthly Newsletter

Volume 2, Issue 9 October 2011

Amtelco's R&D Software Department publishes

for log in info, click here.

NEW Software Upgrades

Amtelco's Current Software Versions

You are required to log into TechHelper to view the list of versions and their descriptions.

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Archived Newsletters

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Amtelcopedia

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Feature List
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Amtelco Slideshare

New Search Methods Added to the Innovation Machine
Two new search methods have been added to the Amtelco Innovation Machine: Newest Submissions Top 32 by Popularity These search methods are designed to make it easier to find new ideas and to contribute to the ranking of ideas. The Innovation Machine is located on the TechHelper web site: https://service.amtelco.com. Read More.

Expiring Licenses Provide Extra Seats When You Need Them
Expiring licenses allow you to expand the number of seats in your call center temporarily to cover a special event or a short-term campaign. Expiring licenses are less expensive than regular licenses because they are purchased for a specified length of time. Read More.

New IS Script Handling Improves Performance
With Infinity Intelligent Series (IS) version 3.5, the way scripts are saved and transferred across the network has been changed to use File Streams for improved performance and memory usage. This allows large scripts to be saved and edited without running into memory and networking issues. Read More.

IS Web Parameters
Parameters can be added to the URL (Uniform Resource Locator) of the IS Web application to automatically log in with a specific agent login and password, display a specific page, and display a specific Directory Subject, on-call schedule, or appointment schedule when the application is launched. Read More.

Spotlight

Don Meisel
Production Manager and Superintendent
of Building and Grounds

Don Meisel graduated from high school just as the economic malaise of the late 1970s was sinking into the recession of the early 1980s. Meaningful employment was in short supply, and Don went through a string of general labor jobs, including a
stint at a car wash that kept him outdoors as the
thermometer lingered below freezing for 58 days
straight.

Don had all but decided to join the Navy and train as a welder when his brother-in-law Al Hitchcock, a technician in AMTELCO's field service department, suggested that Don should put in a job application. The US Navy's loss proved to be AMTELCO's gain.

Marian Kress hired Don in 1983 in the Production Department and put him to work placing resistors and capacitors on FLC (First Level Concentrator) cards. During his first week on the job, AMTELCO surveyed its employees on how they perceived their futures with the company. Don didn't hesitate in answering that he hoped to rise to a management position in the Production Department.

Don took his first step toward fulfilling his ambition in 1987, when Greg Beale moved up from his job as shipping and receiving supervisor to head up the Materials Management Department. Don was named shipping supervisor, and soon added the duties of superintendent of building and grounds.

Don achieved his goal in 1990, when he was named manager of the Production Department, and at the year's end was named the Employee of the Year for the Operations division. Don continued to grow as a manager and took on additional responsibility when the Final Assembly and Test Department was merged into the Production Department. He responded in his usual manner and was awarded AMTELCO's prestigious William J. Curtin Employee of the Year Award in 1999.

Most recently, as superintendent of buildings and grounds, Don has been busy implementing the conversion of unused rooms and floor space in the Production Department into a world-class data center to house AMTELCO's miCloud applications.

Contact Information
To subscribe: using the email address below, please mention subscribe in your subject heading.

eMail: insider@amtelco.com
Web: https://service.amtelco.com

2011-10-19T18:24:00.000-07:00

Easily Guide Your Staff
Through Calls!

Intuitive Call Flow Navigation guides your staff through all types of calls. Ensure your staff follows your protocols every time, eliminate errors, speed call processing, and streamline how calls are handled throughout your organization.

Intuitive Call Flow Navigation is ideal for:

Main Number
Code Calls
Consults
On-Call Scheduling
Paging
Nurse Triage
Intelligent PBX Attendant Console
Physician and Staff Messaging
Physician Referral
And many more!

Make Changes Whenever You Need Them!

Create your scripts to gather exactly the information you need, or use the Script Library, with many common call types, as a starting point for your script, and then customize it to help ensure your staff asks callers the correct questions every time.

One Vendor, Many Solutions

In addition to Intuitive Call Flow Navigation, 1Call also offers:

Contact us today for more information!

(800)225-6035
www.1call.com
info@1call.com

What's New in TechHelper September 2011

2011-10-19T18:00:00.001-07:00

Software Enhancements

Amtelco Browser - An updated version of the Amtelco Browser is available in Infinity Telephone Agent version 5.60.4078.03 and later. The new web browser handles web page errors more efficiently by displaying the errors in a status bar instead of showing the errors in pop-up windows that the operator must clear. The internal communication with the browser has also been updated to improve the browser's stability and memory handling. To enable the new web browser, press CTRL+F12 at the Telephone Agent Login screen to display the Setup Control Panel. Navigate to "Features", "Web Browser", and change the "What Browser?" setting from "Legacy" to "Update".

Upcoming Amtelco Seminars

November 8-10: Introduction to Intelligent Series

Remote Only

Registration Required, please contact Megan Schroeter with any questions.

Upcoming NAEO Webinars

October 12: Marketing Techniques & Acquiring New Customers

October 19: Business Continuity

October 26: Completing Your Service Discount

Registration Required, please contact NAEO for any questions.

Click here for full calendar.

What People Are Asking...

Question: Can you program "Voice A" on a button in an IS script?

Answer: This is how you can set up the button for voice mail scripted accounts and how it looks to the operators. Once the button is pressed the message starts to play. If you are in a script, the Toggle Voice will record a message.

Script Setup:

Script:

Infinity 5.51
Feature of the Month

Amtelco Dashboard

The Amtelco Dashboard is an application that can be used to monitor all of your Infinity Automated Call Distribution and Infinity Intelligent Series call activity in a graphic format and a text format. The Dashboard display is customizable, allowing you to determine which statistics are displayed and the types of graphs used to illustrate the statistics. Click for more information.

TechHelper's Rep of the Month

Ken Anderson

With AMTELCO Since: 1999

Bio: Ken began at Amtelco working with Call Scriptor. Next he worked with eCreator as it was released. Ken has worked with IVR since its very beginning and as it continues with it as it is being used by JSI and Red Alert. He has also worked on the release of the Intelligent Series from its inception to get it off the ground. Ken works with all the importing programs, including Directory and Client importer, RTI, Red Alert and the new release of IS RTI.

Solutions Newsletter

2011-10-03T21:14:00.000-07:00

Solutions Newsletter September 2011

AMTELCO INNOVATION UPDATE

In This Issue

New Android miSecureMessages App

HIPAA Compliance Certification

Infinity Features You Need

IS Web Scripting

Quick Links

Go to a List of Some of AMTELCO's Most Popular Features

Visit us on Facebook

More About Us

Greetings!

Join us at these TAS association shows this fall:

ASTAA, Oct. 10-12, Gettysburg, PA
GLTSA, Oct. 24-26, Chicago, IL
STA, Nov. 6-8, Ft. Walton, FL
WSTA, Dec. 8-12, Maui, HI

AMTELCO presentations will reveal exciting new opportunities to improve your call center business!

There are many revenue-producing choices you have when using non-platform specific software such as Soft Agent and the Cloud-Based Applications. Soft Agent interfaces with switches provided by Asterisk, Cisco, Avaya, and Nortel.

Click here for more information

miSecureMessages Adds Android App

AMTELCO's new miSecureMessages Android™ app provides secure messaging and paging services for Android devices using AMTELCO's miSecureMessages service. The miSecureMessages Android app receives notification of secure messages sent from the encrypted miSecureMessages Web.

The user is notified about incoming messages via visual and audio alerts, and can view and respond to messages. The user also can initiate messages to other miSecureMessages users. The miSecureMessages Android app can be downloaded from the Android Market Website.

miSecureMessages Markets include public and private organizations that need secure communications such as:

Legal firms
Law enforcement
Real estate
Large corporations

	HIPAA Compliance Certification
AMTELCO's RED ALERT automated notification system is compliant with the National Institute of Standards and Technology (NIST) information technology security guidelines defined in SP 800.53 and FIPS 199. Read more

Infinity Has the Features You Need:
Client Rotate, Op Time Clock, Web Portal and more!

The Client Rotate feature allows calls to be rotated 1 by 1 to subaccounts in order. This gives an option to play a second greeting from the sub account while keeping track of the number of calls a main account has received.

For example, Real-estate Company use it for callers looking for realtors- first call goes to Bob, second calls go to Rick, and so on.

Operator Time Clock functions within MDR (Message Detailed Reporter), and allows call centers to increase operator efficiency and reward job performance, save time and money on payroll processing, and simplify remote operator management.

Web Portal is a suite of applications that provide a browser based interface to any of the AMTELCO system databases from one location. Each application can be run independently of the others. Information can be printed or e-mailed in a user-friendly HTML format.

Find out more about Infinity features

	IS Web Scripting allows operators an easy, flawless way to enter critical information step-by-step while taking a call.
The optional IS Web Scripting feature provides the licensing and software support to present Intelligent Series call scripts in Web browsers, bringing your clients messaging features that previously required operator involvement. Read more

Watch for more Revenue-Producing Apps from the AMTELCO Cloud!

E-mail us now for more information!

Sincerely,

Your Friends at AMTELCO

2011-10-03T19:54:00.000-07:00

R&D Software Monthly Newsletter

Volume 2, Issue 8 September2011

Amtelco's R&D Software Department publishes

for log in info, click here.

NEW Software Upgrades

Amtelco's Current Software Versions

You are required to log into TechHelper to view the list of versions and their descriptions.

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Amtelco Slideshare

Rotate Calls through a List of Client Accounts with the Infinity Client Rotate Feature
The optional Client Rotate feature adds a new Infinity behavior called Rotate. This new behavior looks at a message distribution list for a list of accounts to rotate through. Each call to the account will be routed to the next client account in the distribution list until the end of the list is reached, and then the rotation will start at the beginning of the list again.

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

TAP and SMS Failure Notifications
With Infinity Intelligent Series (IS) Intelligent Dispatching, Telocator Alphanumeric Protocol (TAP) paging and Short Message Service (SMS) text messaging failures are displayed to dispatchers in the IS Dispatch List.

IS Web Access Login Options
The IS Web application now has three configurable options for user authentication: IS Agent IDs created in the IS Supervisor application Windows Authentication Active Directory Authentication

Spotlight

Ken Marty
Senior Software Engineer

Ken Marty helps AMTELCO focus on the future with the development of new products and applications, from Infinity OnCall Scheduler to the Cloud-based miSecureMessages.

Ken joined AMTELCO in 1988 as a field service technician and installer, just after receiving his associate of science degree in electronics engineering from the Wisconsin School of Electronics, now Herzing University, in Madison. He travelled the country for three years installing EVE (Electronic Video Exchange) systems and early versions of the PC-MX system. The EVE installations took Ken to Thailand, where he spent two weeks touring the Orient while waiting for the hardware to clear customs. Ken got three of the four EVE's installed over the next six weeks, and would have gotten the fourth installed had the building been ready in time.

Ken left AMTELCO in 1992 in favor of NorLight, a provider of fiber-optic long-line services that had just opened offices near Madison. Ken spent a year with NorLight as a customer service engineer and network operations center technician. Then Ken spent four years at ComTel Communications, rising from PBX and key systems installer to service manager. Along the way, he found time to complete his bachelor of arts degree in computer science at the Madison campus of Lakeland University. Shortly after he received his diploma in 1996, he returned to AMTELCO as a software engineer.

On his return to the fold, Ken worked on the CallScriptor platform, an early scripting tool, and served as the principle developer for the Infinity OnCall Scheduler application before taking on the task of developing AMTELCO's early web-based applications: eCallback, eOpChat and ePush. After developing the eResponse application, Ken took on the development of the Intelligent Series Web platform and the Intelligent Series OnCall Scheduling, Appointment Taking and OnTeam workforce scheduling features.

Today Ken continues to focus on the future, as the designer of AMTELCO's new cloud-based applications, which include miOnCall and miAppointments.

AMTELCO Offers Secure Two-Way Smartphone Applications

2011-10-03T18:43:00.000-07:00

AMTELCO Offers Secure Two-Way Smartphone Applications

News Release

2011-09-19T16:36:00.000-07:00

Date: Sept. 5, 2011

For Release: Immediately

Contact: Jim Becker, (608)838-4194

AMTELCO’s RED ALERT System HIPAA Compliant

McFarland, WI – AMTELCO’s RED ALERT automated notification system is compliant with the National Institute of Standards and Technology (NIST) information technology security guidelines defined in SP 800.53 and FIPS 199. AMTELCO has documented this compliance in the SCAP NIST certification and accreditation package approved by the Federal Aviation Administration and the U.S. Department of Transportation. This certification indicates compliance with HIPAA regulations.

AMTELCO is using the same information technology security guidelines for HIPAA compliance for its new Cloud-based products such as miSecureMessages and miOnCall.

For more information go to miSecureMessages.com, miOnCall.com, contact Amtelco at
(800)356-9148, or e-mail info@amtelco.com.

AMTELCO Soft Agent Passes Cisco IVT Certification

2011-09-06T15:29:00.000-07:00

AMTELCO Soft Agent Passes Cisco IVT Certification

News Release

2011-08-29T07:10:00.000-07:00

Date: August 8, 2011

For Release: Immediately

Contact: Jim Becker, (608)838-4194

Amtelco miSecureMessages Adds Android App

McFarland, WI – AMTELCO’s new miSecureMessages Android™ app provides secure messaging and paging services for Android devices using Amtelco’s miSecureMessages service. The miSecureMessages Android app receives notification of secure messages sent from the encrypted miSecureMessages Web. The user is notified about incoming messages via visual and audio alerts, and can view and respond to messages. The user also can initiate messages to other miSecureMessages users.

The miSecureMessages Android app can be downloaded from the Android Market Website.

miSecureMessages is a powerful Smartphone paging and messaging application that is built for BlackBerry^®, iPhone^®, iPad™, iPod Touch™ and Android mobile devices, and can be used with any platform. miSecureMessages replaces or supplements paging technology and enables two-way instant communications using the power of the miSecureMessages App to easily reply to and organize communications.

For more information, contact Amtelco at (800)356-9148, or e-mail info@amtelco.com.

# # #

2011-08-23T07:12:00.000-07:00

FREE Webinar on AMTELCO'S miSecureMessages app

2011-08-16T15:01:00.000-07:00

This valuable Webinar is designed to provide information that will help owners and managers of all system platforms be proactive dealing with the changing marketplace affecting paging and the need for Secure Messaging.

If you have medical accounts, secure messaging is an essential item that your medical accounts require.

With the continually increasing number of mobile devices, miSecureMessages uses the convenience of mobile technology, eliminates pager expense, and adds security to keep your information safe.

REGISTER NOW! http://callcenter.amtelco.com/msmWebinars FREE miSecureMessages Webinar
miSecureMessages is a powerful Smartphone paging and messaging application built for BlackBerry®, iPhone®, iPad™ and Android™mobile devices. miSecureMessages replaces or supplements paging technology and enables two-way instant communications using the power of your miSecureMessages App to easily reply and organize your communications.

When: Choose from three dates

August 30th at 10:00am CST (no seats available)
September 1st at 10:00am CST
September 8th at 11:00am CST
September 8th at 1:00pm CST

How: To reserve your free spots at the AMTELCO seminar go to http://callcenter.amtelco.com/msmWebinars or call JaNelle Stransky at (800)356-9148.
Hurry and register NOW, spaces are limited!

2011-08-09T14:48:00.001-07:00

Click here to view full the version of the Amtelco Insider

Amtelco's R&D Software Department publishes the Amtelco Insider to keep you up to date on new software features. Each Month, we will highlight some of the new innovations that have been developed and are available for use. To view the Amtelco Insider you will be asked to enter your Tech Helper user name and password. If you have a support contract but do not know your Tech Helper login, contact Amtelco Field Engineering at 800-553-767

Infinity Dialout Guard Gives Ports Time to Reset
When a port is used for a dialout, the port may need time to reset before it can be used again. The Infinity Supervisor application contains a setting called the Dialout Guard Time that specifies how much time to wait before attempting another dialout to the same port.
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Infinity Supports Multiple VoIP Boards
Infinity Software Version 5.6 supports multiple Voice Over Internet Protocol (VoIP) boards. The configuration settings for VoIP boards are located in the Infinity Supervisor application in the Boards and Ports setup pages.
Multiple VoIP boards provide more ports for calls and provide redundancy in case one of the boards ceases to function.
Easily Send E-mail Messages to Multiple Recipients
The Send Email response element provides an easy way to send e-mail messages from the Intelligent Series (IS) server without having to use Contact-Based Dispatching or Group Dispatching..
Read More.

IS Test Drive ACD Fields
Values can be assigned to ACD fields in Test Drive so that scripts can be evaluated with different ACD values before they are put into live use.
Read More.
Spotlight

Brett Torvik- Software Engineer
Brett Torvik brings an informed point of view to his work as a software engineer at AMTEL CO, having experienced early in life the broad range of tasks that call center staff are expected to perform.
Starting in high school and continuing on through college, Brett worked at Torcom, the Madison, Wisconsin, based call center that handles after-hours calls for AMTELCO's corporate offices and AMTELCO's Field Engineering support teams. Brett's tasks varied from product fulfillment to call handling duties as an operator.
Eventually, Brett took on responsibility for Torcom's Web presence.

Brett joined AMTELCO after receiving his bachelor of science degree in computer sciences from the University of Wisconsin-Madison. His first assignment was the development of a database driven customer relations management tool for AMTELCO's staff. Brett's work eventually morphed into AMTELCO's suite of online CRM products collectively known as Client Management Intelligence (CMI).

Now Brett is even more focused on the future. He is the lead developer for AMTELCO's web-based applications for mobile devices such as smartphones and tablets. Brett built the miCash, miDash and miOnCall apps for iPhone users that opened AMTELCO's Intelligent Series platform to the world of mobile apps. Currently, Brett is the principal designer and lead programmer for miSecureMessages, one of the smartphone apps that are a key component of AMTELCO's cloud-based service offerings.

Amtelco's New Software

2011-08-08T11:07:00.000-07:00

Click Here to View Hot Products From 2011

Cisco Live Goes Global

2011-08-03T12:13:00.000-07:00

Amtelco exhibits its solutions at the annual Cisco Live conference where 15,000 IT and communications professionals gather. This year the conference was held in Las Vegas. Amtelco takes part in a combination of education and training on the latest technologies and trends. Over the course of the show Amtelco had many people stop by our booth to enjoy our innovative ideas, products, and services demonstrated by our knowledgeable employees.

The people that stopped by the Amtelco booth were interested in learning more about our Intelligent Series suite of applications, including Intelligent Soft Agent, On-call Scheduling, Appointment Scheduling, Agent Call-flow Scripting, and our powerful miSecureMessages smartphone paging solution for iPhone, Blackberry, and Android.

Intelligent Soft Agent is a call center agent and attendant console solution that integrates with Cisco UCM, UCCE, and UCCX. Intelligent Soft Agent is designed to make information available to operators and agents quickly using our revolutionary Sandbox to perform quick directory searches, and our powerful customizable agent call-flow scripting to guide operators and agents through any type of call. Soft Agent makes any personal computer into a professional attendant console operator or agent station.

Intelligent Soft Agent integrates with Amtelco’s Intelligent On-call Scheduling solution to provide operators and agents with the ability to quickly locate on-call personnel and dispatch messages to them.

Agent call-flow scripting is another Amtelco solution that was in high demand at Cisco Live 2011. All call centers need to provide their agents with instructions or procedures to complete calls. IS eCreator allows call centers to build customized scripts that guide agents through all calls. Scripts can be tailored to fit each call centers needs, including color schemes, fonts, spell checking, credit card collection, inclusion of images, database connections, web connections, on-call schedule connection, dispatching of data, and much more. IS eCreator scripts can be run from the Intelligent Soft Agent application or can be web–enabled to run from any personal computer.

Did you know that Amtelco has a secure messaging app? The people that attended Cisco Live 2011 found that Amtelco has a powerful solution called miSecureMessages that offers a secure way to send messages back and forth with smartphone devices such as BlackBerry, iPhone, iPad, iTouch, and Android. miSecureMessages allows a smartrphone to behave like a two-way pager. Operators, call center agents, web users, and other smartphone users can send messages securely to smartphones and can see when the person has received the message, read the message, and can see replies from the person. You can set up an account with Amtelco at https://misecuremessages.com.

If you missed the Cisco Live meeting this year, you can still see what Amtelco was displaying. Check out our Cisco solutions at http://cisco.amtelco.com .

Check out Amtelco in Connections magazine

2011-06-22T12:37:00.000-07:00

Click here to view Amtelco’s full article in connections magazine

Excerpt from the article by Tom Curtin
The only constant in life and in business is change. We are continually being pushed by clients to offer more choices for enhanced services to meet their unique business objectives. Clients don't care about the technology utilized to run our call centers as long as they feel we'll be there when they need us. They're focused more on the services we provide for them. That's where each call center has the opportunity to distinguish itself from the competition.

There are so many choices that sometimes it's hard to choose one direction in which your business can grow, reduce expenses, or add revenue. Amtelco has product categories to make it easier to talk about and determine which solutions make sense for your call center.

For call centers that are happy with their on-site solutions, there are still lots of ways that advances in technology can improve the reliability of your operation and potentially increase your revenue.
Choose a Category and Grow at
http://callcenter.amtelco.com/features

Call centers available at home with AMTELCO

2011-06-21T08:08:00.001-07:00

The AMTELCO Soft Agent is a revolutionary approach to streamlining the activities of call center agents and healthcare console operators by making any information available with a just a few keystrokes. The Infinity Soft Agent is an integral component of the Infinity Intelligent Series call center system.

The AMTELCO Soft Agent application is a highly scalable client application that makes any personal computer a professional telephone operator station. The Soft Agent can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks.

The backbone of the Soft Agent application is the AMTELCO Sandbox, a single-point-of-entry solution that enables operators to have available the most current information possible for processing calls and to bring each call to a quick resolution using that information.

Amtelco Insider

2011-06-17T11:15:00.000-07:00

Click here if you have a TechHelper username and password to view full the version of the Amtelco Insider

IS - Edit Status Permission

The Edit Status permission was added so that administrators can give agents permission to override contact statuses without giving the agents permission to edit IS Directory listings.

Click here for more information.

IS - Run Application Response Element

The Run Application response element is used to execute an application from an Intelligent Message script.

Click here for more information.

IS - Sandbox Search Response Element

The Sandbox Search response element provides a link to the Amtelco Sandbox search tool from an Intelligent Messaging script.

Click here for more information.

IS - SMS Service and IS TAP Service

Two new IS services provide modem services from a remote location. These services provide the flexibility to install modems where reception is best without affecting the location of the IS server.

Click here for more information.

Software Spotlight

Diane Hottenstein - Accounting and Payroll, Human Resources Coordinator

Diane Hottenstein came to Amtelco looking for a place that she could call home. In the intervening years, Diane went on to be one of the people who helped craft Amtelco's reputation as the customer-oriented and family friendly company.

Diane graduated from college in her hometown in 1980 with a major in accounting and a minor in business from the University of Wisconsin-Platteville. She then spent four years with a CPA firm in Mount Horeb, Wisconsin, but never really felt at home there. In 1984, Diane left the accounting firm for a job at Amtelco as a general accountant and the payroll specialist. A year later, Diane took on the responsibilities of maintaining Amtelco's personnel records and coordinating employee benefits plans.

Diane's cheerful attitude and positive outlook provide a fitting welcome to all new Amtelco employees as she conducts their orientation sessions. Amtelco founder William Curtin II quickly recognized Diane's commitment to his company and handed her additional duties as his executive assistant. She handled innumerable special projects for "Mr. C." and continues to serve in the same capacity for Amtelco Board of Directors chairwoman Eleanor Curtin.

Now a new day has dawned and Diane faces a new challenge: The children of

a number of her fellow employees are joining Amtelco in entry level jobs and college internships. Diane is quick to point out that she looks forward to watching them help the company continue to grow as she has watched them grow over the years.

Get safe and secure notifications with Desktop Alert

2011-06-17T10:10:00.000-07:00

RED ALERT emergency notification application combines with Desktop Alert History and offers web accessibility to quickly contact the appropriate personnel in emergency situations, such as contacting designated personnel about a code call, a network service outage or an area-wide natural disaster. This application should be running at all times in the bottom right hand corner of the users screen in the Windows System Tray in case of emergency.

If an alert is triggered by AMTELCO’s Red Alert system the alert name will show up in the Desktop Alert History application. The people contacted can confirm that they have been notified of the situation and are on the way to their response stations. If you wish to see more information and details about the alert click on View Message to show a description of the emergency, other active alerts, and the ability to confirm an alert.

Solutions Newsletter

2011-06-14T08:42:00.000-07:00

Click here to view the latest version of Solutions Newsletter

TechHelper Newsletter

2011-06-14T08:14:00.000-07:00

To view the Techhelper you will be asked to enter your Tech Helper user name and password. If you have a support contract but do not know your Tech Helper login, contact Amtelco Field Engineering at 800-553-7679.

Click to view the latest version of the TechHelper Newsletter

Come check out AMTELCO at ATSI this week and have a chance to win a iPad 2!

2011-06-13T12:40:00.000-07:00

AMTELCO is participating in the annual ATSI conference, in San Antonio, Texas, June 14-17. AMTELCO is a Platinum Sponsor of the Association of TeleServices International (ATSI) and is giving away an Apple iPad 2 at the end of the conference.

AMTELCO’s Gary Kerner, director of sales, Pat Dye, sales engineer, and Susan Kirkpatrick, lead trainer, are demonstrating why AMTELCO is the Vender of Choices. They will show how AMTELCO’s products can help add new streams of revenue for nearly every call center.

AMTELCO University is in session at 9 a.m. on Tuesday, June 12. Kevin Beale, AMTELCO’s director of R&D Software, will present a live look at the latest Infinity and Intelligent Series innovations at 3:45 p.m. on Wednesday, June 15. The AMTELCO team will hold a sponsor’s conference on Thursday, June 16, starting at 1 p.m.

Everyone who attends any of these sessions will four free chances to win the iPad, so don’t miss any AMTELCO session, and you will receive eight entries in the iPad drawing!

Kevin Beale’s presentation on Wednesday will cover AMTELCO’s new cloud-based solutions, secure smartphone messaging, web based solutions, dispatch solutions, operator scripting, and web scripting.

Gary Kerner and Pat Day will present Tips and Tricks to Grow Your Business during the sponsor’s conference and will introduce new revenue-producing opportunities that work with any platform!

Conference participants also will receive four free chances to win the iPad by joining AMTELCO for a demonstration of its cloud-based product offerings on Thursday. Call centers can improve efficiency, increase profits and satisfy customer’s needs by adding services like the cloud-based miOnCall scheduling application https://mioncall.com/ miSecureMessages smartphone messaging application (www.miSecureMessages.com).

AMTELCO IS web scripting allows operators an easy flawless way enter critical information step by step while taking a call.

2011-06-07T09:54:00.000-07:00

The optional IS Web Scripting feature provides the licensing and software support to present Intelligent Series call scripts in web browsers, bringing your clients messaging features that previously required operator involvement.

IS call scripts can be inserted as elements in existing web pages using an HTML Internal Frame to combine a script with other web page elements like headers, footers, and sidebars. The same scripts that are run in Amtelco’s Infinity Telephone Agent and Soft Agent call-handling applications can be used on the web or different scripts can be designed for web-only use.

The IS Web Scripting feature is integrated with the suite of Intelligent Series applications, making it possible to script messages that look up information in the IS Directory or IS Directory OnCall using the optional Select Contact response element. The IS Web Scripting feature provides call centers with a simple and easy method to provide web-based demonstrations of new scripts for clients, and also can be used to provide client’s customers with script-driven messaging using only a web browser.

Send files, emails, text messages, and make calls with Mitey Mite

2011-06-07T09:36:00.000-07:00

AMTELCO’s Mitey Mite is a dynamic desktop application that eliminates the need for paper copies of telephone directories, practically replaces sticky notes, reduces the time wasted looking for phone numbers and e-mail addresses, and greatly decreases the number of Dial 0 calls handled by operators.

Mitey Mite enables everyone on staff to communicate throughout the organization directly from their desktops, without traditional telephones. It can be interfaced with staff and patient information directories to provide more efficient staff communication.

Mitey Mite is a small-footprint client-desktop application that can be used to conduct SIP (Session Initiation Protocol) based telephone calls, to generate SMS text messages, to send e-mails, to transmit paging messages, and to receive RSS feeds – all with no need for operator involvement or other software.

Mitey Mite runs in the background and is accessed by clicking an icon in the user’s Windows System Tray or by pressing a pre-assigned hotkey. Incoming telephone calls automatically pop on-screen and can be answered using either a headset or the computer’s microphone and speakers.

Mitey Mite’s integrated Call Log feature can be used to record calls as desired, and captures both sides of a conversation. Call recordings can be retrieved and played at any time for future reference.

Play it safe with Red Alert

2011-06-07T07:31:00.001-07:00

Amtelco is partnered with a leading provider of hosted and managed services to ensure the highest level of service and security that can be provided to users of Amtelco’s RED Alert notification application.

The RED Alert service is hosted at two state-of-the-art enterprise data centers with multiple connections to the Internet. Both data centers are equipped with 100-percent redundant hardware and software so that RED Alert users will not loose connectivity due to an equipment outage or software and hardware updates.

The hosting data centers are equipped with system-operability monitoring software and are staffed by experienced and bonded service personnel who can attend to the RED Alert application and its operating components, should the need arise, 24 hours a day, 7 days a week.

The partnership between Amtelco and the Berbee Information Networks guarantees the highest level of availability and reliability to RED Alert users while maintaining the highest level of system and customer data security.