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Insider: v12-i01


Volume 12, Issue #01: January 2021

IN THE NEWS

Is a Hosted Call Center Solution a Good Fit for Your Call Center?

Call centers are actively looking for ways to decrease business costs and maintain reliable communications. Advances in technology have led to more options. When researching your options, a hosted call center is one solution to consider.

Software Release

The following software versions have passed Amtelco quality assurance testing and are ready for general release. 

• IS Server Version 5.04.7556.27302 implements various fixes and improvements made in this and interim versions, including:
  • Ability to program archiving messages and call logging to use a date encoded folder name.
  • When using the Voice Mail Checkin behavior, deleting a voicemail message marks the message delivered.
  • The playback of voice messages will now reflect the time zone offset.
  • Imbedded tab characters are removed from within the body of messages.
  • Ability to revert to operator from Voice Mail Checkin to a client that has a navigation menu with an ACD behavior.
  • Allows a call that is ringing on an agent station to be redistributed with Change Client.
  • Taking a call from waits now overrides agent and call limit.

• IS Supervisor Version 5.04.7065.57 implements various fixes and improvements made in this and interim versions, including:
  • Changed the OnCall List Search to allow comma separated items.
  • Contact Description field appended to _history.
  • New keyboard keys and settings added to Styles.
  • Settings added to Styles: "Sidebar Style,” "Sidebar Width,” "Prevent Agent From Going Ready Without Audio," “Display Only Eligible Waits,” and “Hide Park to General Button for Park Screen.”
  • New columns and settings added to EZ Waits Setup.
  • Enhancements to Infinity Directory Import Wizard and Dial String Import Wizard.
 
• Soft Agent Version 5.04.7065.62 implements various fixes and improvements made in this and interim versions, including:
  • Updated keyboard commands and sidebar items to match agent styles.*
  • Added using the agent style setting to determine whether to allow to change to Ready if no audio is connected.*
  • Added using the agent style setting to hide the Park to General button in the park selection screens.*
  • Added using the agent style setting to get all waits or only waits the agent is eligible for in the Waits list.*
  • Removed ringing an emergency call if there already is an emergency call connected.
  • Changed the browser to use Chromium browser instead of Windows.Forms.Browser.
  • Added error handling and logging to the Waits sidebar.
  • Added allowing reassigned calls to be auto answered.
  • Changed the sidebar’s waits list to display the park note, if there is one for the wait.
  • Added a check to determine what fax type to use when sending to a fax number from the message display.
  • Added a message history item when dialing out from directory.
  • Added a button to switch between calculator mode and phone mode when using the number pad.
  • Selects the current client’s ACD Skill by default when the park to skill prompt is displayed.
*Note: Soft Agent version 5.4.7065.50 and later require an agent style to be set for each agent.
 
• Infinity Telephone Agent Version 5.60.7065.18 implements various fixes and improvements made in this and interim versions, including:
  • Added setting to select a network adapter when using SIP.
  • Changed to check the screen mode to apply the sleep timer when performing hold and park.
  • Added Message Survey screen.
  • Added support for Dutch, French, and Spanish spell check dictionaries in Intelligent Messaging scripts.
 
• Version 6.7.4.0 of the miSecureMessages (MSM) Android App implements various fixes and improvements made in this and interim versions, including:
  • Now creating all Notification Channels at the initial app startup.
  • Added support for shared devices (coming in MSM Version 6.8).
  • Added MsmSpectrumLink.java for linking Spectrum phone numbers with access code inside MSM messages.
  • Added support for "Max Contacts Per Thread."
 
• Genesis Server 4.10.9 includes a fix that prevents the hard drive from filling up by notifications when a link is down.
 

IS – Spell Checker Dictionaries

Intelligent Messaging scripts now support Dutch, French, and Spanish spell check dictionaries. The dictionaries can be accessed in the properties of input response elements that have the Check Spelling option.
Click for more information.

IS – AMiON Integration

The Intelligent Series (IS) on-call scheduling feature can be integrated with scheduling software from AMiON using the methods provided in Amtelco’s IS OnCall Schedule Importer.
Click for more information.

Employee Spotlight

Alan Beale – Recipient of the William J. Curtin II Employee of the Year Award

Alan Beale, Materials Manager, was named the 2020 recipient of Amtelco’s William J. Curtin Employee of the Year award for his outstanding performance and commitment to Amtelco for the past 31 years. The honor, conferred annually at year’s end, is named in remembrance of Amtelco founder William J. Curtin II, and is the most cherished award available to Amtelco employees.

Alan became a part-time shipping and receiving clerk for Amtelco in December 1989 while attending Madison Area Technical College for accounting. His role quickly grew to become a full-time buyer and production inventory control officer. At that time, his responsibilities included management of a library of more than 34,000 Amtelco part numbers. As technology evolved, Amtelco shifted away from communications hardware to offer innovative communications software.

Nowadays Alan works behind the scenes as the materials manager to help keep Amtelco running smoothly. “Right now I am working with Microsoft and Cisco to renew the support contracts we have with them,” said Alan. Besides purchasing, Alan’s duties include inventory control, maintaining part numbers and bills of materials, and implementing engineering change notices. Alan was also recognized for all of his efforts in 2001 as the Amtelco Operations Person of the Year.

When not at work, Alan is busy pursuing his many interests including art, live music, gardening, photography, playing softball, bowling, bike riding, golf, hiking, and cooking. He will be adding traveling to that list as he hopes to travel to Europe in the future.

Other awards announced at Amtelco’s annual holiday luncheon in December included:
Administration Employee of the Year: Amber Schroedl, Solutions Architect 
Administration Employee of the Year: Nicole Limpert, Marketing Content Writer 
Brian Torvik Innovation in Operations: Stephen Wall, Software Developer 
Outstanding Service Award in Customer Service: Rob Janowski, Service Support Engineer 
Hall of Fame: Craig Cullum, Engineering Technologist 
Hall of Fame: Paul Henning, VP Hardware Engineering