Back to List < New Features in Infinity 5.10 & 5.11    


Just Say It
Automate Order Entry & Messaging with Speech Recognition

    
 

Infinity Software Version 5.2
 


Infinity continues to be the premier call center messaging and application system on the market. Infinity has a strong history of innovation with many groundbreaking developments to its credit. Infinity 5.2 continues this tradition. Infinity 5.2 is loaded with new features and applications. The features and applications are intended to increase revenue through powerful new feature and service offerings, save labor through improved administrative and operator processes, reduce telephone costs through innovative new telephone interface options and services and reduce overhead costs.

 

  
Multiple Windows®
Telephone Agents and Log-ins		  

Multiple instances of the Infinity Windows®
Telephone Agent can be installed on a single
workstation. Each instance may have unique
Control Panel settings.

Multiple instances of a single Infinity operator
log-in name can be logged into Infinity
simultaneously. This eliminates the need to
create separate log-in names for a supervisor
who may need to be logged in as an operator
and a supervisor at the same time.

Windows Telephone Agent
Control Panel Security
(NAEO Wish List Top Ten)
   Access to the settings of the Windows
Telephone Agent Control Panel can be
restricted to require a password to view or
change the settings.

Message History Follow
Copy
(NAEO Wish List Top Ten)

  

Infinity now includes an option to determine
whether the Message History should come
along when a message is copied to a new
client.
    Cached Directory  

The Infinity Directory is now cached in
memory. This greatly improves the speed of
the directory. Supervisors will find that the
time it takes to save directory additions or
changes will be much faster. Operators will
notice that directory lookups will be much
faster.

  
    ANI Name   Infinity is able to receive ANI Name from a
Primary Rate ISDN span. The ANI Name
can be inserted into a message ticket. This
eliminates the need for the operator to type
the information in. The operator can simply
verify the information with the caller. The
ANI Name is also stored in the MDR
reporting database along with the call to
provide detailed reporting for each call.		  
    Spell Checker  

The Supervisor includes a powerful new
Spell Checker based on the Microsoft®
Word Spell Checker. This allows a
supervisor to verify the spelling of information
and correct it prior to saving.

 
    eResponse Attachments   eResponse has been enhanced to include the
ability to receive e-mails with attachments.
eResponse will display the contents of the
attachment if it is text or will display an
indication that the attachment is present if it is
non-text.		  
   

Track Supervisor Client Set-
up Changes
(NAEO Wish List Top Ten)

  

Supervisors can now report on client setup
changes made from within Supervisor Client
Set-up screens.

Infinity generates an MDR event each time a
supervisor makes a client set-up change and
saves it. A new Client Set-up Change report
can then be run from Unified Reports to view
or print the changes.

  
    Telephony Reports   Infinity supports several enhancements to
report on the system telephony resources.
This includes -
  • Text ID for trunks - A supervisor can
    enter a text string for each trunk that
    will be displayed in Supervisor and
    will be included in reports. The text
    string can be used to describe
    the use of the trunk or any
    important telco information.
  • Volume Report by Trunk
    Group - A supervisor can view
    or print a report that displays
    the volume for each trunk group.
  • All Trunks Busy - A supervisor
    can view or print a report that
    displays whether all of the
    trunks in a trunk group have
    been busy.
  
   
     
     
   
4800 Curtin Dr. • McFarland, WI 53558 • 800.356.9148 • 608.838.4194 info@amtelco.com