Volume 11, Issue #03: March 2020
IN THE NEWS
Amtelco Offers Free Rental Operator Licenses
With the expanding COVID-19 crisis, the ability for agents to work remotely has become greatly important. Amtelco has announced they are offering a free month for up to 5 rental operator licenses to help call centers keep up with the COVID-19 call traffic increase.
Web-based virtual agent software can turn any personal computer into a professional telephone agent station, allowing agents to work remotely from just about anywhere. All agent functions are still available for remote agent connections, including call log recordings and retrieval, which allows for a smooth transition. For callers, the fact that the agents are remote is transparent.
Kevin Beale, Amtelco VP for Software R&D, recommends establishing VPN connections for remote agents to ensure their connection is secure. Once agents are connected to the VPN, they can establish their remote agent connection for data and audio. Data connection can be established via direct connection, remote desktop, thin client, Citrix, and VDI. Audio connection can be established via integrated audio or external audio.
For details on the free operator licenses, please contact Amtelco at info@amtelco.com.
A Covid-19 Update from Amtelco
Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release.
• Intelligent Series (IS) version 5.4 includes the following software versions:
• IS Server 5.04.7346.23032
• IS Supervisor 5.04.7065.33
• OnCall Reminder 5.04.7065.01
• Soft Agent 5.04.7065.24
• IS Dashboard 5.04.7065.03
• IS Gateway 5.04.7065.02
• miTeamWeb 5.04.7065.08
• IS Web 5.04.7054.04
• IS Web Scripting 5.04.7065.10
• Backup Agent 5.04.7263.23453
Click for a list of IS 5.4 features and benefits.
• Infinity Telephone Agent Version 5.60.7065.10 includes the following features:
• WCTP replies to the message summary in Message Center.
• Weighted shifts in IS Directory OnCall.
• Ability to copy and forward IS messages. The Infinity Client Account must be set to save IS messages only.
• Option to save the message and close the script added to Park response element.
• Added options for viewing All Calls, System Abandons Only, Agent Abandons Only, and System and Agent Abandons Only to Call Tracker Events.
• In Directory OnCall, increased the shift week recurrence from 5 weeks to 52.
• Updated components to use .Net Framework 4.5.2.
• Upgraded Chromium browser used by Dispatch Board to version 75.
• In Call Log, added Agent column to display the agent name.
• In the Directory, changed Contact Method fields to include an Edit link that will show the full Contact Method settings.
• In Script Properties, added the option to retrieve the URL Display instead of the URL value from Listing URL fields.
• Added response element to save a Call Tracker Event.
Spectrum – Shared IVR Menus
A recent addition to Prism II is the ability to share Interactive Voice Response (IVR) menus across multiple accounts while keeping the caller in the context of their original account. This allows, for example, a medical account with multiple offices to share one or more common IVR menus, thus reducing administrative maintenance requirements if a menu or its recordings need to change.
Click for more information.
IS – Call Tracker Analytics
Call Tracker Analytics widgets have been incorporated into the Intelligent Series (IS) Supervisor Dashboard to monitor current and historical data. The Call Tracker Analytics feature includes widgets for displaying charts of call data including total calls, calls per agent, calls per station type, calls per call type, calls per client, and service level performance.
Click for more information.
Employee Spotlight
Rob Janowski – Implementation Specialist
Amtelco is proud to offer customer support that is available 24 hours a day, 365 days a year. That wouldn't be possible without people like Rob Janowski. As a field engineering technician, Rob is a member of the in-house service team, located at Amtelco's headquarters in McFarland, Wisconsin. At times, Rob is on-call after regular business hours and over the weekends to help maintain Amtelco's 5-star customer service rating.
Rob is originally from Indianapolis, IN but considers Wisconsin his true home as he's lived here since 1999. He began working at Amtelco in 2013 after earning a degree in Computer Science from Madison Area Technical College. Thanks to the outstanding support provided by Rob and others in Field Engineering, Amtelco's first contact resolution (FCR) rate is 90%. This means 90% of customers who call with an issue have it resolved by our service department before they hang up the phone.
When Rob isn't helping customers, he works on ongoing Intelligent Series (IS) projects such as Fax over IP (FoIP), which is the process of sending and receiving faxes via a Voice over Internet Protocol (VoIP) network; and Health Level Seven (HL7) international standards, used for the transfer of clinical and administrative data between software applications.
Outside of work, Rob stays active with golf, volleyball, and bowling, and when the weather is nice, you can find him playing basketball with some of his Amtelco coworkers. Rob is a history buff and plans to visit Europe to indulge in his interest in WWII history. He recently became engaged and is currently spending time planning his wedding!
Three Random Things to Know About Rob
1. At which store would you like to max-out your credit card? Amazon.com
2. What is one of the things on your bucket list? Skydiving
3. What is your favorite season? Spring