Tag Archives: Amtelco

Amtelco Introduces Enhancement to IS Transformer for Easier Upgrades

Amtelco announces the addition of the Dial String Import Wizard to the Intelligent Series (IS) Transformer Client/Agent feature. The IS Transformer is a set of tools that transform information from external sources to the IS database and from the IS database to external destinations.

The Dial String Import Wizard helps with mass transformations of Infinity dial strings to IS client fields, info pages, and contact methods. Dial strings can be imported from the Infinity system list and individual client accounts or all client accounts. The dial string values can be modified in the dial string import wizard before being transformed into IS without changing the dial strings in Infinity.

When importing a dial string, a value is parsed out of the dial string where applicable. A field type is given to the parsed value based on the dial string. The field types include phone, email, SMS, miSecureMessages, TAP paging, and fax. These field types can create contact methods in an IS directory. Dial strings also can be imported into IS info pages and IS shared client fields.

AmtelcoFor more information, contact Amtelco at 800-356-9148 or email info@amtelco.com.

Amtelco Introduces Intelligent Series Version 5.3

Amtelco introduces version 5.3 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers.

Voicemail: IS Version 5.3 moves voicemail from Infinity to IS for use with the Genesis system. Client voicemail settings are configured on the Genesis voicemail page in IS supervisor client setup.

ACD Answer Call Setting: Reassign parked calls to another ACD skill if they aren’t answered in a specified number of rings. This moves a call out of waits and assigns it to an operator if the client doesn’t call in within a specified time.

Genesis Auto Answer Announcements: Auto answer greetings play to callers while waiting for an agent. Greetings play in the order shown and then repeat.

Conference Join Call Recording: The conference join and patch call states now include call recording capability. If call recording is enabled for the client account, both conferences and patches are recorded, allowing the agent to move to other calls without interrupting the recording.

IS Supervisor Dashboard: The IS supervisor application dashboard includes controls to allow the user to configure multiple dashboard layouts, filled with a choice of widgets.

AmtelcoFor more information, contact Amtelco at 800-356-9148 or email info@amtelco.com.

Amtelco Summer Interns

The summer is fast winding down, and Amtelco has started saying “thank you” and “good bye” to the fifteen students who completed internships this summer.”

AMTELCO summer interns

Shown left to right:

  • Adam LaLuzerne: University of Wisconsin-Platteville, Field Engineering Department
  • Marcus Seaton: Madison Area Technical College, Production QA Department
  • DJ Hogan: Production QA Department
  • Kyle Anderson: Production QA Department
  • Brevin Becker: White Rhino Co. Property Management Apprenticeship, Production QA Department
  • Hannah Anderson: Wisconsin Youth Apprenticeship, Production QA Department
  • Luke Anderson: University of Wisconsin-Stout, Software R&D Department
  • Emmanuel Barber-Thomas: Herzing University, IT Department/ Production QA Department
  • Jessica Mohns: Rockford University, Field Engineering Department
  • Sean Scanlan: Madison Area Technical College, Field Engineering Department

 Not pictured:

  • Dillon Clark: St. Cloud State University, Production QA Department
  • Tyler LaLuzerne: Wisconsin Youth Apprenticeship, Marketing Department
  • Angela Riederer: Viterbo University, Business Office
  • Ashley Werner: University of Wisconsin-Madison, Software R&D Department
  • Bennett Olson: Wisconsin Youth Apprenticeship, Production QA Department

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

Amtelco’s Genesis Intelligent Series v5.1 Now “Avaya Compliant”

AmtelcoAmtelco’s Genesis Intelligent Series release 5.1 is compliant with key communications and collaboration solutions from Avaya, a provider of digital communications software, services, and devices.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis Intelligent Series provides an all-inclusive, enterprise-wide call center multimedia software suite with skills-based automatic call distribution (ACD), built-in speech recognition, text to speech, and voice services to improve call routing and management.

Genesis users can keep metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage automated dispatch and on-call scheduling. Genesis can be operated in a virtual server environment or in the cloud, enabling businesses to grow without adding additional hardware—helping save time and money. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Session Manager 7.1 and Avaya Aura Communication Manager 7.1.

Amtelco is a Technology Partner in the Avaya DevConnect program. As a Technology Partner, Amtelco is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

“We are excited that this latest release of our Genesis Intelligent Series has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, Amtelco president. “Our mutual customers can confidently deploy Genesis with their Avaya Aura platform, helping them uncover new possibilities for getting more out of their communications infrastructure.”

In Other Amtelco News

Amtelco has brought on Brad Swift as their contract service sales manager. Amtelco created this position in response to the growing need for call centers to quickly have access to the newest Amtelco software features. Brad will offer Amtelco contract services to help call centers get up-to-date with current technologies, assist with projects such as upgrading system software, and help with growth and future development.

“Brad had a successful eighteen-year sales career with us in the past, serving our clients in Canada,” said Curtin. “We are excited to begin this new partnership so that our customers will be able to outsource to Amtelco to help get the work done that they cannot find resources for. This will open up new opportunities for our customers to be able to add even more processes to their Amtelco call center system.”

“I’m looking forward to this new role,” Swift said. “When call centers are unsure about the cost and liability that comes with hiring temporary in-house or contracted employees for their communications projects, I will be able to help—backed by the resources, expertise, and HIPAA-compliance Amtelco provides. There is a huge opportunity in our industry to help customers with services such as converting from legacy systems and transitioning to IS and Genesis, system analysis, and future growth.”

New All-in-One Spectrum / Prism II Server

Amtelco hardware and software engineers designed the new Prism II server to run Spectrum, Prism II, and other applications from this one server. Some of the key features or the Amtelco/Telescan designed server are:

  • Redundant power supplies
  • Redundant long life solid state disk drives—480GB disk drives mounted in easily removable/replaceable hot swappable carriers, making for easy maintenance if maintenance is ever required.
  • Rack mountable 2U chassis
  • Windows Server 2016 with up to two virtual machines
  • 2GHz Intel Xeon quad-core processor
  • 32GB of RAM
  • Gigabit Ethernet
  • Additional 1TB hard drive for storage
  • Redundant 500 watt hot-swappable power supplies
  • Front USB panel and DVD drive
  • Intel RST (rapid storage technology) RAID management console allowing easy drive and RAID array management

In other Amtelco news, the Genesis Just Say It feature enhances the IS Navigation Menu feature by enabling callers to speak responses in addition to pressing telephone keypad digits. The Just Say It Navigation Menu features give callers the ability to access information and conduct transactions using either speech recognition and/or live operator involvement.

Genesis Just Say It automatic speech recognition applications simplify and speed telephone calls. The Genesis Just Say It applications listen to what a caller says to interact with the caller and understand the caller’s meaning based on pre-defined parameters. The Genesis Just Say It applications make it possible to increase call handling capabilities and call traffic volumes while decreasing labor costs and other operating expenses.

AmtelcoFor more information, contact Amtelco at 800-356-9148, or info@amtelco.com.

Amtelco Introduces Intelligent Series v5.1

Amtelco announced version 5.1 of its Intelligent Series (IS) suite of call center applications at the annual meeting of the National Amtelco Equipment Owners (NAEO) users group in February. New features include:

Virtual Terminals for the SMS, SNPP, TAP, and WCTP contact methods make it possible to switch from one terminal type to another without having to reprogram individual contact methods. When upgrading to IS 5.1, the IS server automatically creates a virtual terminal for each existing messaging terminal in the system.

The Genesis Just Say It Interactive Voice Response (IVR) feature enhances the IS navigation menu feature by letting callers to speak responses instead of pressing telephone keypad digits. The Just Say It IVR and navigation menu features give callers the ability to access information and conduct transactions using speech recognition or live operator involvement.

The Genesis Just Say It Directory Assistance feature prompts the caller to say the name of a person, performs a directory lookup, verifies which listing the caller seeks, and transfers the caller to the appropriate phone number stored in the IS Directory.

The miTeamWeb Dashboard provides call center staff and clients with real-time information about automated call distribution (ACD) activities, operator call handling statistics, and dispatching tasks in both graphic and text formats in a widget-based enterprise web interface. The dashboard screen can be customized to display only the dashboard widgets that individual users need to see.

The Intelligent Series Two-Way WCTP Messaging interface implements the capabilities contained in the international Wireless Communications Transfer Protocol (WCTP) to enable the IS server to conduct two-way messaging with a third-party application. The two-way WCTP interface makes it possible for developers to interface to the IS server application and the IS database without involving Amtelco’s development team.

Infinite Convergence Solutions is a new SMS text messaging aggregator service available for use with IS Dispatching. Infinite Convergence developed its integration with the Intelligent Series platform using the new two-way WCTP messaging component of the IS 5.1 software.

The Genesis Meet Me Park feature lets an agent park a call to a designated ACD skill table to await connection to the called party. The park response element and the Meet Me Park behavior automate the Meet Me process using IS scripts.

The Auto Attendant behavior answers a call, plays a greeting, and transfers the call to an extension or patches the call to another number. The auto attendant behavior includes call analysis options to determine if a call reached an answering machine; in that event, it will respond according to its settings.

AmtelcoFor more information, contact Amtelco at 800-356-9148 or info@amtelco.com.

Amtelco Successfully Tests Cox SIP Trunking

Amtelco and Cox Communications announced the successful completion of interoperability testing of Cox’s SIP trunking services with Amtelco’s Genesis intelligent soft switch, the internet protocol (IP) based private branch exchange (PBX) capability of Amtelco’s Infinity platform, and the Telescan Spectrum Prism II platform.

The testing was conducted by Amtelco’s Field Engineering team and Cox Communication engineers at tekVizion Labs, an independent telecommunications testing and verification facility in suburban Dallas, Texas.

Cox SIP trunking is a scalable and efficient IP trunking telecommunication solution for businesses that provides all the traditional telephony services, such as direct inward dialing, hunting, calling name, calling number, local and long distance, business continuity options, and support for geo-redundant PBX deployments and automatic rerouting of calls as needed.

All calls carried by Cox SIP trunking are routed over Cox’s proprietary fiber-optic network, with guaranteed Quality of Service (QoS), rather than over the internet. To use Cox SIP trunking with Amtelco’s products, Amtelco customers are required to maintain a separate business agreement with Cox Communications.

AmtelcoFor more information contact Amtelco at 800-356-9148, info@amtelco.com, or callcenter.amtelco.com.

Amtelco Employee Awards Announced

Amtelco announced that Steve Bormett of the Field Engineering Department is the 2017 recipient of Amtelco’s William J. Curtin Employee of the Year award. 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.

Bormett was recognized for his work as director of Amtelco’s quality assurance testing program and for his efforts to document Amtelco’s data security policies and procedures and regulatory compliance as a member of the standing Security Working Group.

Other employee awards announced at the holiday luncheon on December 8 include:

  • Administration Employee of the Year: Jordan Beale, Customer Care Department
  • Operations Employee of the Year: Ken Marty, Software R&D Department
  • Service Employee of the Year: Thomas Jimenez, Field Engineering Department
  • TAS Sales Person of the Year: Tom Lindsay, regional sales manager, Midwest and east-central states
  • 1Call Sales Person of the Year: Joe Curtin, regional sales manager, western states

AmtelcoFor more information, contact Amtelco at 800-356-9148, info@amtelco.com, or callcenter.amtelco.com

Amtelco Announces miSecureMessages Version 6.6

New features in miSecureMessages (MSM) Version 6.6 were developed in collaboration with members of the miSecureMessages Certified Partner program and MSM app users and are designed to make it easier to use:

Contact Importing: Administrators can import user names, display names, email addresses, and phone numbers for contact creation. This information can come from an active directory, a LDAP data store, or delimited file.

Email Registration: Administrators can import users’ email addresses for a new optional type of registration.

Password Expiration: Administrators may set a password or passcode expiration. This helps satisfy compliance and security requirements for organizations that dictate users periodically update passwords.

Password Reset: If a user forgets their password or passcode for the MSM app, they tap on a “Forgot Password {or Passcode}” link to contact their administrator, who will email them to securely reset their password or passcode.  

Personal Circle: Users can create a “personal circle” that the administrator can label within the MSM app.

Fingerprint Scanning: Use a fingerprint as an alternative to the standard passcode to securely access the MSM app.

More Group Settings: Many system settings are configurable on a per-group basis allowing device-to-device messaging, registration type, default notification attempts and interval, and the IS web settings.

AmtelcoFor more information, contact Amtelco at 800-356-9148, www.miSecureMessages.com, or info@amtelco.com.

Amtelco Introduces Tools to Ease Upgrades to IS and Genesis Platforms

Amtelco announced an update to the Intelligent Series Transformer data portability utility. The Intelligent Series (IS) Transformer is a set of tools that transform information from external sources to the IS database and from the IS database to external destinations. Each Transformer tool runs in its own window within the IS supervisor application. The Transformer tools are packaged in two optional features: IS Transformer Directory/Data and IS Transformer Client/Agent.

The IS Transformer directory/data tools create IS directories using exported data from Infinity and other call center platforms. They also can import data into IS scheduling applications. The data/directory tools include the data Transformer, the Infinity directory import wizard, and the OnCall import wizard.

The IS Transformer client/agent tools can import skill groups, operators, greetings, images, and info pages into the IS database. They can also be used to create scripts from Infinity message forms and data exported from other systems. The client/agent tools include import wizards for ACD, agent configuration, client information, greetings, and images.   

AmtelcoFor more information on IS Transformer, contact Amtelco at 800-356-9148, info@amtelco.com, or visit callcenter.amtelco.com.