Tag Archives: Amtelco

Amtelco Conference Update

The National Amtelco Equipment Owners 2009 Conference was held in Cancun, Mexico, March 1-4.  The conference provided educational presentations during the conference, and Kevin Beale, Amtelco’s Director R & D Software, presented information on new releases, including:

Infinity Intelligent Dashboard: Graphically monitor the Infinity Intelligent Series system that constantly refreshes its information display to give a current snapshot of important system information, including Infinity call traffic, average time to answer, agents, system waits, and port usage.  Dashboards can be displayed on a flat screen LCD or numerous models of popular smart phones.

VoIP Technology: Reduce telephony costs by adding native VoIP services to the Infinity system with Amtelco’s XDS VoIP Board.

Client Management Intelligence (CMI): Integrate Amtelco’s Intelligent Messaging with CMI to automatically build a contact database for your customers as you take calls for them.

Intelligent SMS Text Messaging: Sending SMS text messages is now an integral component of both Infinity message dispatching and Intelligent message contact dispatching.  Both support sending and receiving SMS text messages with all cellular carriers, which are sent directly from the Infinity server via wireless cellular modems or Internet-based SMS aggregators.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco Adds Integral SMS Text Messaging to Infinity

Amtelco has added integral SMS text messaging to the dispatching component of both its Infinity platform and Intelligent Series applications.  Both platforms now support two-way SMS (Short Message Service) messaging that makes it possible for customers to reply to dispatched text messages to confirm receipt.  The reply messages can be configured to automatically mark outbound messages as delivered and to send replies to an agent, allowing an on-going conversation via text messaging.  Both platforms also support unsolicited inbound SMS messaging, enabling inbound SMS messages to be routed directly to agents.

Text messages can be transmitted using cellular modems attached to the Amtelco server chassis or through an SMS aggregator service, which receives the messages from the Amtelco equipment via the Internet.

The SMS communications protocol enables the interchange of short text messages between mobile telephone devices.  SMS text messaging is the most widely used data application on the planet, with 2.4 billion active users, or 74 percent of all mobile phone subscribers, sending and receiving text messages on their phones.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.

Amtelco Connects to Asterisk and Other Leading ACDs

Amtelco has released the groundbreaking Intelligent Soft Agent for installation in the call center market.  The Intelligent Soft Agent is the next-generation evolution of Amtelco’s Infinity call handling and messaging system.  The Soft Agent application is specifically designed for use with Voice over Internet Protocol (VoIP) based telephone-switching systems.

The Intelligent Soft Agent’s streamlined user interface puts the power and flexibility of Amtelco’s Intelligent Series suite of applications at the fingertips of call center agents.  The Intelligent Soft Agent application integrates seamlessly with Session Initiation Protocol (SIP) enabled PBX equipment from Asterisk, Avaya, Cisco, Mitel, NEC, Nortel and Siemens, as well as Amtelco’s Infinity ACD system.

SIP/VoIP technology provides call centers with the ability to establish low-cost, efficient direct connections to their clients’ PBXs and ACD systems.  The Internet-based communication technology makes it possible for call centers to easily and efficiently offer remote receptionist and messaging services with a quickly recovered capital investment.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco University Upcoming Course Schedule

Amtelco is offering Amtelco University seminars: Telephony 101 and 102 with SMS Messaging.  These seminars will benefit personnel that have not gone through the total progression of analog circuits to digital interfaces.  These presentations also serve as a great learning aid to a better understanding of newer interfaces.  Telephony 101 and 102 with SMS Messaging are not platform-specific.

Lunch, workbook, and handouts are included.  The $90 registration fee will be waived for first attendee from each company.  The schedule for Telephony 101 and 102 with SMS Messaging is:

  • January 21 in Sacramento, CA, at the Hampton Inn & Suites Sacramento-Airport-Natomas
  • January 28 in Vancouver, BC, Canada, at the Hampton Inn Vancouver Airport
  • February 4 in Kansas City, MO, at the Hampton Inn Kansas City Airport
  • March 25 in Atlanta, GA at that Holiday Inn Express Atlanta

Additionally, on March 1st, during the annual National Amtelco Equipment Owners (NAEO) conference in Cancun, Mexico, there will be a special session, revealing “amazing tricks and tips that will improve your operation and bottom line.”  Registration is not required for this session.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco Infinity XDS VoIP Board Installation

ACT Teleservices, a division of AMAC Corporation, is the first to install an Amtelco XDS Technologies Voice over Internet Protocol (VoIP) Board in an operational Amtelco Infinity call center system.  The 72 seat call center in Newington, CT added the VoIP board as the next step in the effort to VoIP enable their call center.

Tom Gelbach, Managing Director of ACT Teleservices, said the plan is to VoIP-enable their local and remote operators and to VoIP-enable their telephone trunks.

Amtelco’s Infinity software version 5.5 with the XDS VoIP Board eliminates the need for a third-party VoIP gateway.  The XDS VoIP Board provides native VoIP switching directly within the Infinity Server; it is available in configurations ranging from 100 to 600 VoIP channels.

It supports VoIP operator audio, making it possible to update hardwired local and dial-in remote operators to VoIP, eliminating the need for dedicated operator audio boards and cabling.

The XDS VoIP board supports SIP trunking, making it possible to upgrade analog DID and T1-ISDN based trunks to VoIP.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Bill Curtin Inducted Into the CAM-X Hall of Fame

Congratulations go out to Amtelco’s Bill Curtin (Mr. “C”) on his induction into the 2008 CAM-X Hall of Fame.  This presentation took place at the Gala banquet held in conjunction with CAM-X’s Annual Convention and Trade Show held recently at the Deerhurst Resort, Huntsville, ON.

Bill was nominated for this prestigious honor by Paul Lloyd (Answer Plus) and Doug Swift (Tigertel).  Paul presented a brief biography and an inspiring tribute to the long-time industry leader with a touching overview of Bill’s many accomplishments during his many years in the industry.

The CAM-X Hall of Fame was established by the Canadian Call Management Association in 2001 in order to recognize dynamic individuals whose leadership has contributed to the evolution of the telephone answering service and call center industry.  The Hall of Fame celebrates inductees for their accomplishments, their vision, and their leadership as well as for their tireless efforts to promote, support, and protect the industry.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco Opens New Training and Data Facilities

Amtelco opened its new media and training center named for its founder, William J. Curtin.  The new William J. Curtin Media Center is designed to facilitate high-technology training, demonstrations, and meetings with a SmartBoard, high-speed Internet connections, and flexible seating configurations.  The Media Center recently housed the Infinity Intelligent Series Scripting Seminar.  Attendee Richard Press, President of Alpha Communications Management, said that “The new William J.  Curtin training room is an excellent facility for a small class such as this.”

The Media Center is also the location for recording Webinars.  The schedule of upcoming live Webinars can be found on callcenter.amtelco.com.  Hundreds of recorded Webinars are also available online to Amtelco service contract customers.

In addition, Amtelco has installed a new data center as part of an ongoing commitment to being technologically prepared for the future.  The data center consolidates all the Amtelco Internet and server facilities to improve communications, allow for future expansion, improve security and reliability, and provide faster response times to customers.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]