Volume 12, Issue #02: February 2021
IN THE NEWS
Amtelco Receives U.S. Patent for Speech-Enabled Scripting
Amtelco announced it has been granted a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco’s system and method for intelligent speech-enabled scripting.
This improved system alleviates the complexity and burdens that call centers face with configuring multiple, separate devices to work effectively together to facilitate the handling of incoming calls, manage the variation in call loads, and provide adequate security measures to ensure that sensitive information conveyed during a call is safeguarded.
“Speech-enabled intelligent scripting provides our customers with an efficient system to manage a productive call center,” said Amtelco President Tom Curtin.
Bill Curtin, the founder of Amtelco, received his first telecommunications patent in 1951. Since that time, Amtelco's innovation has added 29 patents, covering a wide range of communications processes.
Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release.
• IS Server Version 5.04.7655.22205 implements various fixes and improvements made in this and interim versions, including:
• Present abandons from ACD Skills marked for manual distribution
• ACD behavior calls with greeting, quality assurance or quality prompt are changed to the “Auto” state prior to playing the greeting, then changed to the “AutoHold” or “Ring” state
• Auto Dispatch jobs that are configured to use escalation will not come due to a dispatcher or agent until all contacts in the sequence fail
• Improved DID Limit statistics
• Asterisk PAI settings passed in a custom header
• Updated Spanish prompts
• Asterisk 16.15.0
• Emergency Call handling modifications to internally hold calls and redistribute when IS reconnects
• PJSIP DNS Manager support
• Added support for TLS Method, TLS Certificate File, and TLS Private Key
• Custom SIP Headers
• PBX Message Waiting Indicator support
• Allow calling extensions
• Added new Music and Music On Hold requests where the application developer can specify a start number, end number, and total count of records to download
• Support for multiple applications/customers
• Asterisk Real-Time Protocol (RTP) settings support
• Asterisk Stasis configuration support
• Added new App Mode of Setup to Genesis which allows configuration synchronization to be done before call processing
• Added Internal Call View support to Genesis web
• Genesis web now has buttons to allow compressing/downloading all Genesis, Asterisk debug_log, and Asterisk messages logs with a single button click
• Ability to change number of Genesis and Asterisk log files kept, the size of files archived, and whether they should be compressed
• Modified Genesis chan_sip web to use Asterisk terminology of Type (User, Peer, Friend) instead of Direction (In, Out, In/Out)
• Application IP Address now supports multiple IP addresses (comma separated)
• Genesis web Application page displays connected client IP address and the application mode (Emergency or Application in charge)
• Ability to add/edit/delete applications without requiring a restart
• DialPlan ability to skip any HoldCapable trunks with a call
• Added Music On Hold Cache support
• Streaming Music On Hold support
• Ability to Originate a call on the same trunk as an existing call
• Static Caller ID name and number added to Trunk level
MSM – Personal Quick Phrases
The miSecureMessages secure messaging solution features the ability for users to add their own personal Quick Phrases to the miSecureMessages applications. Like the system Quick Phrases provided by miSecureMessages administrators, personal Quick Phrases can be used to quickly initiate or reply to a secure message within the miSecureMessages application.
Click for more information.
IS – Agent Styles
Soft Agent version 5.4.7065.50 enables supervisors to customize the keyboard layout, status lights, and Sidebar components for agents using Styles. Styles are created in System Setup section of the Intelligent Series (IS) Supervisor but are assigned to individual agents in Agent Setup section of IS Supervisor.
Click for more information.
Employee Spotlight
Rick Freitag – Electronic Technician
This month Rick Freitag will celebrate his 36th anniversary with Amtelco. Rick was hired in 1985, fresh out of the Wisconsin School of Electronics in Madison, with an associate’s degree in applied science.
Rick worked as a field service technician for three months before joining the Production Department staff where he assembled, tested, or repaired every type of integrated circuit board that had been produced by Amtelco and the XDS Technologies Division of Amtelco.
Amtelco is also celebrating the 10th anniversary of its miSecureMessages secure messaging solution this month. Rick was responsible testing of all aspects of miSecureMessages before it launched and continues to be the lead tester for the system. He keeps test plan documents up-to-date, supervises a team of interns, and has even stepped in as a trainer to help others learn miSecureMessages. Rick said, “Right now I’m working on a new release of miSecureMessages with new features.”
Rick has received several Amtelco awards over the years. In addition to two “Operations Person of the Year” awards, Rick was recognized for his commitment to advancing the quality assurance and testing program for Amtelco when he received the coveted “William J. Curtin Employee of the Year” award in 2014.
Fall is Rick’s favorite season, and during that time you can either find him outside hunting on the 80 acres of land he owns, or inside cheering on the Packers.
2. What super power would you choose if you had the chance to pick one? The ability to fly
3. What is the best piece of advice you’ve ever received? Treat others the way you would want to be treated