Volume 13, Issue #05: May 2022
IN THE NEWS
7 Call Center Tools for Efficient Call-Handling
“How do I increase efficiency in my answering service?” is a common question for call center and contact center owners and managers. When it comes to call-handling, your software system is at the hub of keeping your business operating efficiently. A robust and modern software system that empowers your agents is a must. When purchasing new call-handling technology, improving usability is a top priority.
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Telescan Releases Spectrum R1-22 Update
Telescan released the R1-22 Update Software in time for the TUNe conference held in Nashville on April 24-27. This release provides several updates and introduces some all-new features for Spectrum users.
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1Call Announces Web Agent Certification with Cisco CUCM Release 14
1Call has announced their call center software and 1Call Web Agent web browser-based telephone agent interface are certified for use with Cisco’s Unified Communications Manager (CUCM) Version 14.
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Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release. Click on the links below for detailed information on what is included in each release.
Spectrum Data Manager R1-22
Prism II – Agent II R1-22
IS Server 5.05.8132.29379
miSecureMessages Android App 6.8.1.13
Genesis – Conference Bridge
The Genesis soft-switching platform includes an optional Genesis Conference Bridge feature that provides concurrent multi-party conferences, with or without agent involvement from Web Agent and Soft Agent.
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Creating a Gmail App Password
Amtelco’s Field Service department has created instructions to guide you through the steps to create a Gmail App Password for your Amtelco applications in order to be able to adjust to Google’s Email Authentication changes.
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Employee Spotlight
Peter Bernstein – Field Engineering Technician
Peter Bernstein was hired in January 1998 as a part-time technician in Amtelco's Production Department, where he assembled and tested XDS boards while attending college. Peter also worked in Final Assemble and Test Department building Infinity and UltraComm servers and prepping complete systems to ship to customers.
When Peter graduated with his associate of science degree in electrical engineering technology from Herzing in June 1998, he began to work for the Service Department in the morning, the Final Assemble and Test Department in the afternoon, and then went to night school. He received his bachelor of science degree from Herzing in June 1999 with a double major in electrical engineering technology and computer technology. After graduating he transferred to the Field Engineering Department as a full-time service engineer.
Over the years he has received Amtelco’s annual Customer Service Department Outstanding Service Award twice (in 2001 and 2016) and has some great memories. He states, “It’s a small world. I was working with a customer in Florida, and we chatted while waiting for a process to run. She explained she wasn’t a Florida native and was originally from Wisconsin. I asked a few more questions and we discovered we are second cousins.”
Today, Peter supports the Infinity products, UltraComm, logger, SIP, and the XDS VoIP appliance. Peter says, “I enjoy getting customers converted to SIP interfaces for their phone switches and providers. It makes them ready for an easy transition to Genesis. Once all your calls are SIP and your accounts on IS, the transition is a quick one.”
You can find Peter hunting, fishing, trapping, and at shooting competitions when not at work. He is a youth firearms instructor for Wisconsin 4-H shooting sports and also serves on the City of Brodhead’s Public Safety Committee where he advises the police department, 911 center, and common council about emergency management and public safety.
Three Random Things to Know About Peter
1. If you could have a shopping spree at any store, what store would it be? Cabela’s. My son and I rebuilt a fishing boat last year that’s perfect for two people. If given the chance, we’d get a bigger boat for bigger water that’s able to handle storms better and have room for more people and gear – something better suited to all night fishing tournaments.
2. What super power would you choose if you had the chance to pick one? Flight would be a good one. I could fly to my deer stand and not make any noise crunching the leaves.
3. What’s your favorite season? Fall. The apples are ripe, the fish are bigger, the deer are rutting, and the mosquitoes are dying.