Some of the Most Popular AMTELCO Features:*

The Infinity VoIP PBX is a full-featured Voice over Internet Protocol (VoIP) Private Branch Exchange (PBX) that is fully contained in the Infinity server. The Infinity VoIP PBX is a cost-effective performance-enhancing alternative to an external PBX or other office phone system. The Infinity VoIP PBX moves calls faster and the digital audio resources, for both operators and callers, is greatly improved over traditional analog systems.

The Infinity Team ACD feature makes it possible to route calls from one Infinity server to another in the event that appropriate operators are not available to take calls at the location of the Infinity server that initially received the call. When available operators are identified, Team ACD automatically patches the calls to the operators using pre-programmed Service List entries.

The PRI ISDN T1/E1 interface can accommodate both T1 and E1 trunks from local telcos and retains all call information, such as Caller ID automatic number identification (ANI). The interface is available in 4-span and 8-span configurations, with 21 A channels and one B channel per span. The 4-span interface provides the hardware and software support for up to 128 ports of voice processing and 128 ports of conferencing capability. The 8-span interface provides the hardware and software support for up to 256 ports of voice processing but no conferencing ports.

The XDS VoIP Board provides the hardware support and connectivity for native VoIP switching directly within the Infinity Switch Rack Mount Chassis, eliminating the need for a separate VoIP gateway in the system configuration. The board is equipped with an 8-port managed switch and can be populated with two, four or six DSPs providing 200, 400 or 600 concurrent VoIP sessions. Each session is the equivalent of an operator audio port or a session initiation protocol (SIP) switched VoIP telephone. The XDS VoIP board supports all of the popular IP codecs for voice compression.

The Soft Agent application is a revolutionary approach to streamlining the activities of call center agents and healthcare console operators by making any information available with a just a few keystrokes. The Soft Agent application is a highly scalable client application that makes any personal computer a professional telephone operator station. The Soft Agent can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks. The backbone of the Soft Agent application is the Sandbox, a single-point-of-entry solution that enables operators to have available the most current information possible for processing calls and to bring each call to a quick resolution using that information.

The optional Abandon Eliminator feature enables abandoned calls to be automatically scheduled for a return call to the caller by the Infinity Server. The return call is presented to an operator if the caller answers.

The optional Alarm Capture application provides the software support to integrate the Infinity system with a security alarm system. The Alarm Capture application transforms alarms received by a third-party alarm system and presents them to Infinity operators as new incoming calls, enabling operators to serve as dispatchers for an alarm service.

The ANI Call Screening feature provides the capability to build a list of 1,400 telephone numbers that when calls arrive can be screened by their ANI and automatically routed for specific actions and destinations.

The ABC feature is an optional enhancement to the Infinity Supervisor Op See feature that expands operator workstation monitoring capabilities. Audit enables supervisors to view calls in process on operator workstation screens. Barge enables supervisors to interrupt an operator and take immediate control of a call. Coach enables supervisors to initiate direct two-way access into operator headsets. Operators can invite supervisors to Barge or Coach via the Op Chat pane of the Infinity Telephone Agent high-resolution screen.

The Auto Attendant feature provides the ability to have the system patch callers to other numbers, such as cell phones, from voice mail using a pre-programmed digit. (For example, “Press 1 for my cell phone”)

The optional Auto Callout Gateway application enables the Infinity system to automatically initiate pre-scheduled outbound phone calls and execute pre-assigned client account behaviors during the calls. Using Auto Callout Gateway, Infinity can dial calls, play pre-recorded messages, accept voice messages, initiate auto-pages and transfer calls with no operator involvement.

Infinity includes the capacity to establish up to 128 Call Distribution Tables that can be customized to meet the needs of every call center. The Call Distribution Tables provide the ability to define skilled-based and priority routing to operators for every call coming into the system. This makes it possible to direct calls to one or more of 64 possible operator groups, each with up to 15 levels of call priority based on operator availability within each group. Infinity’s ACD functions also provides the ability to route calls based on the type of call and on overflow scenarios.

The optional CaptureLink application eliminates the need to have a serial printer attached to the Infinity server. The CaptureLink application presents information on-screen and in real-time, including routine Server Status Messages, such as notification of Auto Actions; system error messages and alarms; system reports, such as Account Messages and Port Volume; operator initiated Events Reports for logging problems; and archive retrieval of messages saved on cassette tape.

The optional Conference Bridge feature provides the ability to create multi-party conferences of up to 64 parties with or without operator involvement. Multiple Conference Bridge ID’s can be pre-defined, allowing every staff member to have their own unique Conference Bridges. Conferences can be secured with a Moderator password. Moderators can choose to record each conference with the resulting .WAV file e-mailed to the moderator.

The Custom Announce On Hold feature provides the capability to pre-record custom call queuing announcements that can be played to callers while they are waiting in queue to be answered by an operator. Multiple custom call queuing announcements can be recorded for each Infinity Client phone number being answered, allowing escalating announcements to be played as the caller waits to be answered. Callers can be offered the option to exit the queue by pressing digits.

The Custom Auto Answer feature enables each Infinity Client account to have a pre-recorded personalized greeting which can be played to callers while they are waiting for their calls to be answered by an operator.

The optional Dashboard is a stand-alone application that constantly refreshes its information display to provide a current snapshot of everything happening in the call center’s system, including Infinity call traffic, operator and agent activity, and Intelligent Series application usage. The Dashboard display is customizable with a variety of controls that determine which statistics are displayed and the types of graphs used to illustrate the statistics. The Dashboard can be installed on supervisors’ and managers’ desktop computers to allow them to monitor the activity of the call center. The Dashboard also can be run on a dedicated workstation and displayed a large flat screen monitor to provide the entire call center with a view of all current activity.

Used to limit the number of concurrent calls accepted for Infinity Client accounts that may experience temporary spikes in call volumes, such as cable television companies.

The Disconnect Alert is a per-account setting that provides an audible signal if an operator leaves a call on the Infinity Telephone Agent workstation screen for a pre-determined number of seconds. A choice of alert sounds is presented in the Setup Control Panel screens of the Infinity Telephone Agent application.

Used in conjunction with the Auto Attendant to allow a client to use a single DID line to receive both live calls and faxes. When a fax tone is recognized, the Auto Attendant is used to route the fax call to another fax machine or to fax software that has an inbound phone number associated with it.

The optional Integral PBX feature uses the CTI switching power of the Infinity server to provide Private Branch Exchange (PBX) functionality to Infinity users as a cost-effective alternative to an external PBX or other office phone system. The Integral PBX provides full PBX functionality including analog or ISDN extensions, least-cost routing dialing plans, call transfer and conferencing, music on hold, call forward all busy-no answer- to voicemail, and feature access codes. Requires XDS Technologies H.100 Station Boards in the Infinity server.

The optional Infinity TTY/TDD Software provides the licensing and software to support operators communicating with hearing impaired callers using TTY/TDD devices. There is no software limit to the number of TTY sessions available to operators as the number of sessions is determined by the number of TTY modems provided by the call center.

The optional IS Real-Time Importer (IS RTI) feature automatically updates the Intelligent Series Directory information to match changes made to any information system that uses Health Level Seven (HL7) standards. IS RTI HL7 can be used with Hospital Information Systems (HIS) and electronic medical records (EMR) to automatically update data in the IS Directory as that data changes in the host system. Data in the HL7 message can be filtered as it is transferred directly into fields of the IS Directory, or it can be translated into different information through a lookup in a database table. The IS RTI filters can be used to update information, delete directory listings, or perform a “Delayed Discharge” action that deletes the listing after a specified number of hours.

The ‘Just Say It’ automatic speech recognition and interactive voice response (ASR/IVR) system simplifies and speeds telephone calls by enabling callers to speak their responses instead of pressing digits on a telephone keypad. The ‘Just Say It’ call scripting capabilities give callers access to all sorts of information and the ability to conduct transactions with no operator involvement.

The ‘Just Say It’ Directory Assistance application is a specializes script that provides callers with interactive voice response (IVR) access to the call center’s Infinity directories. The Directory Assistance application provides a computerized Auto Attendant that can answer calls with a customized greeting, ask questions, and provide directory information using speech recognition technology by Nuance, Inc. The Directory Assistance engine interprets spoken responses by the caller and responds by asking for more detailed information, then provides a list of matches. The call then is transferred to the desired party or is directed to an operator if needed.

The Message Detail Reporting (MDR) service is a service that can be installed on a server instead of a local PC so that a supervisor does not need to be logged into a computer that is running the MDR application.

MiteyMite Messenger is a simple-to-use client-desktop application which extends the power and versatility of Intelligent Series directories to a call center’s customers’ desktops and provides quick lookups and contact actions with no need for operator involvement.

The optional Parking Garage Interface provides the software support to integrate the Infinity system with keycard and other door-opening systems in order to update the status of individuals as the enter and exit a facility.

The optional Park Orbit feature provides 50 virtual extensions that are assignable on a per-client basis to which operators can park calls. Parked calls can be announced , giving the called party the choice of picking up the call or letting it revert to voice mail. The Park Orbit feature functions with both the Infinity Integral PBX feature and external PBX systems.

An optional feature which provides a Dutch language choice, configurable per account, of all system voice prompts and greetings.

An optional feature which provides a French language choice, configurable per account, of all system voice prompts and greetings.

An optional feature which provides a Spanish language choice, configurable per account, of all system voice prompts and greetings.

The Infinity Audio File Importer/Exporter application provides the capability to import pre-recorded audio files into the Infinity database, providing call centers with a tool to manage and customize their client account voice greetings and similar announcements. The Audio File Importer/Exporter application also makes it possible to export any or all of the Infinity voice greetings associated with a client account.

The Batch Import Software is an optional workstation application that is used to import data from a delimited file into Infinity directories. Batch imports can be scheduled using Windows scheduling tools.

The Client Import Software is an optional workstation application that provides the licensing and software to import external information into Infinity Client records. The Client Import Software allows matching up the external data fields with the Infinity Client fields. The imports can be run on demand or scheduled using Windows Scheduling services. Typically the Client Import Software is used for mass programming changes during initial system setup or subsequent changes.

The Directory Import Software provides the licensing and software to import external information into Infinity Intelligent Directories. The Directory Import Software allows creating pre-defined scripts that match up the external data fields with the Infinity Directory fields. Multiple scripts can be created, allowing multiple import scenarios to be pre-defined. The imports can be run on demand or scheduled using Windows Scheduling services.

IS Messenger is an instant messaging tool that incorporates real-time chat capabilities into the Intelligent Series suite of applications. Messenger enables agents to send and receive instant text chat messages for supervisors.

The IS Directory View Action makes it possible for IS Messenger to be used by agents as a call announcement tool.

The optional One-Number Follow Me feature utilizes the Infinity status feature to provide the ability to route calls based on a client’s current status. Typically, One-number Follow-Me is used to direct calls to a client at their current location, such as on cellular phone or at home.

Toggle Recording Infinity Integration Response Element is used to add an action to a call script to stop or start call recording for PCI (Payment Card Industry) Compliance. It can be used to stop recording before credit card information is given and to resume recording afterwards.

The scripted ProShow appointment reminders application provides the licensing and the core software components for the ProShow system. ProShow provides automated appointment reminder and notification services, allowing notification scenarios to be pre-defined or created ad hoc to notify large numbers of individuals without operator involvement. ProShow can issue notifications via phone calls using recorded and text-to-speech messages, e-mail, SMS text messaging, pagers, and fax transmissions.

The ProShow Survey Application provides the optional licensing and software components to easily and quickly construct appointment reminders, in advance or as needed, that include up to 10 yes/no and multiple response questions designed to solicit specific answers to reminder messages. The recipient responses are available in real time via the system’s monitor function and are stored and available for later reporting and tracking purposes.

The Real-Time Import Software provides the licensing and software to run the Infinity RTI service/application. The optional workstation application connects to a hospital HIS system via HL7 to allow patient information to be automatically imported into an Infinity directory. The RTI connects to external data sources to allow real-time importing of directory and called-party data over a TCP/IP connection using IP ports.

Toggle Recording Infinity Integration Response Element is used to add an action to a call script to stop or start call recording for PCI (Payment Card Industry) Compliance. It can be used to stop recording before credit card information is given and to resume recording afterwards.

The Unity Voice Logger System Software provides the software and licensing to enable operator calls to be automatically recorded for long-term storage and retrieval. The recordings are managed by the Unity Voice Logger application on the Intelligent Series Server and are saved to a Microsoft SQL Server database on the Database Server.

The optional Universal DID Software provides the software and server support to enable clients to establish a single toll-free telephone number to which their calls can be automatically forwarded and which they can dial from any location to receive their calls. With the Universal DID feature, one-number call forwarding is no longer defined by ISDN span. Instead, when calls come in on a PRI ISDN trunk or a SIP trunk the server automatically goes through a progression: the server looks at the Redirected Number, then the Original Number, then the Called Number, looking for the ID. Once the ID is found, it is used to route the call to the appropriate client account

Voice Logger is an optional Infinity application which automatically records all operator conversations using the workstation’s PC sound card. Recordings are saved as .WAV files and are archived to a workstation or server for future use. Operators and supervisors can retrieve recordings by entering search criteria about a call such as the login name of the operator who handled the call. Recordings also can be e-mailed to the customer upon request.

Voice Logger Screen Capture Software enables the ability to capture images of operator workstation screens while calls are being processed. Screen Capture supports imaging the screens for an unlimited number of operator workstations, allowing all operator workstations to be performing screen captures. The Voice Logger audio recordings and screen captures are stored in a Microsoft SQL Server database on the Database Server.

Intelligent Series (IS) Appointments makes it quick and easy to create and manage appointment schedules. IS Appointments uses IS Directory listings as resources and each IS Directory Subject can have multiple appointment schedules. Allocated time blocks are ready to be assigned to resources, or can be set up as templates that are available on demand within specified day and time parameters.

IS Appointments is built on the industry standard iCalendar protocol, which enables IS Appointments to integrate with most popular calendar applications such as Microsoft Outlook and Google Calendar.

Intelligent Series (IS) Class Registration is designed to take registrations for educational classes, seminars, conferences, meetings, and so on. Classes can have multiple event schedules, to accommodate a class that is offered at multiple times or locations. Schedules to be set to recur on daily, weekly, monthly and annually, making it easy to keep complex schedules up-to-date and accurate.

IS Class Registration is built on the industry standard iCalendar protocol, which enables IS Class Registration to integrate with most popular calendar applications such as Microsoft Outlook and Google Calendar.

The Infinity OnCall Schedule Package is provided as part of the base Infinity package. It provides the licensing and software to support creating on-call schedules that can be accessed by operators via the Infinity Telephone Agent and supervisors via the Intelligent Series Supervisor applications. The Infinity OnCall Schedule Package does not support a web interface to on-call schedules. This requires separate Web OnCall Concurrent User licensing.

IS Appointment Scheduling component extends the power and flexibility of the IS applications to the process of scheduling and managing complex appointment calendars. The IS Appointment Scheduling feature puts all the information operators may need at their fingertips and presents that information in an easy-to-use package that can be viewed by day, week and month as each operator chooses.

Call center clients can connect to the schedule using the IS Mobile/Web Applications to see and set their schedules, and appointments can be forwarded to the clients’ own personal calendar applications.

The Intelligent Series OnCall Scheduling module provides a powerful and flexible tool to assign schedule coverage, view schedule coverage, dispatch messages to schedule contacts, and extend schedule information to clients via Web access, which requires a Web OnCall Scheduling license.

The miOncall, miCash, and miDash iPhone Apps integrate the Intelligent Series (IS) Web, Amtelco's Dashboard, and the OnCall Scheduling applications with Apple's market-dominant iPhone smartphone.

The OnCall Reminders feature sends automatic e-mail reminders to on-call staff to let them know that their shift is scheduled to begin within a specified number of hours. OnCall Reminders also sends automatic e-mail reminders to on-call schedulers when an on-call schedule has not been filled a specific number of hours in advance.

OnCall Scheduling made easy. Become a reseller of OnCall Scheduling to your customers and to other businesses.

miOnCall is a powerful, flexible and completely secure cloud-based OnCall scheduling application used to assign schedule coverage, view schedule coverage, dispatch messages, schedule contacts, manage and extend OnCall schedule information to physicians and staff via Web access.

The scripted ProShow appointment reminders application provides the licensing and the core software components for the ProShow system. ProShow provides automated appointment reminder and notification services, allowing notification scenarios to be pre-defined or created ad hoc to notify large numbers of individuals without operator involvement. ProShow can issue notifications via phone calls using recorded and text-to-speech messages, e-mail, SMS text messaging, pagers, and fax transmissions.

The ProShow Survey Application provides the optional licensing and software components to easily and quickly construct appointment reminders, in advance or as needed, that include up to 10 yes/no and multiple response questions designed to solicit specific answers to reminder messages. The recipient responses are available in real time via the system’s monitor function and are stored and available for later reporting and tracking purposes.

The Intelligent Series Credit Card Authorization feature provides authorization and settlement of credit card orders within the flow of an IS Messaging call script. The credit card processing feature can perform pre-purchase authorizations as well as sale, credit, and void transactions.

Creates a link between main accounts and related sub accounts for ease in delivering messages and switching between accounts.

An optionally feature which blocks access to certain accounts to operators based on the operator login ID. Limits an operators’ ability to fetch an account and to search for messages on an account if they are not enabled to have access to the account. Also limits a supervisor’s ability to view the account in the system activity monitors if they are not enabled to have access.

The Alpha Paging and e-Mail Confirmation software enables paging and e-mail Confirmation ID Numbers to be included in any such messages sent. Confirmation ID Numbers can be used by staff members who have been contacted to call in to an automated check-in line to confirm receipt of the message without speaking to an operator. If the confirmation receipt is made, the associated Infinity message is marked as Delivered and no further action is taken. If the confirmation receipt is not made within a specified time period, a Page or E-mail Confirmation Failure call will be generated and directed to an operator for follow-up action.

The ANI Behavior/Recognition feature enables clients who are forwarding their phones to hear pre-recorded greetings confirming that call forwarding has been enabled, easing operator call traffic at check out time.

The ANI Labor Saver Software enables the message check-in process to be streamlined by automating the ANI and caller recognition of incoming calls and automatically re-directing calls based on that information.

The Automated Digital Paging feature provides the hardware and software support needed to send messages to clients automatically as digital pages. This Infinity feature makes it possible to have callers enter a callback number which will be sent to the pager.

The optional B2B Agent component of IS enables multiple call centers to share IS client accounts. Using the B2B Agent, calls to shared clients are overflowed to participating partner call centers.

A bank of many status options that can be assigned to individual accounts to create eight status options per client.

The optional Dial String Wizard is a software routine that can be used to generate operator- and system-initiated telephone and paging strings with such options as automatic retries, repeats, call screening and more

eCreator is an easy-to-use web-based call scripting platform, the first HTML-based scripting tool specifically designed with the contact center industry in mind. eCreator is the only content-creation application a contact center needs to become a player in the Internet e-commerce arena. eCreator streamlines the process of creating sophisticated web-based call scripts for all your customers. The revolutionary application utilizes a palette of pre-designed response elements with drag-and-drop simplicity in its WYSIWYG (what you see is what you get) graphical user interface to simplify the scriptwriting process, regardless of the topic.

Enables advanced voice mail user options such as return receipt, future delivery and more

The optional Enhanced Hold feature provides expanded call queuing announcements and features. The feature enables each Infinity Client account to record up to five cascading custom greetings and to control the timing of when each custom greeting is played to callers. The feature also presents callers with the choice of opting out of a custom greeting to leave a voice message or change to another account to perform another client behavior. The feature includes the capability to announce the Average Time to Answer to the caller to inform them of their expected wait time.

Enhanced Statuses is a group of optional features, which includes Scheduled Status, Custom Status and Status Greetings. Statuses are typically used to provide temporary status settings to clients such as At Lunch, In a Meeting, Traveling and so forth. The feature provides the capability for customizable system-wide status entries and to pre-record custom voice prompts for each status listings. The custom status voice prompts can be used to announce a client’s status to callers trying to reach them. The feature makes it possible for status changes to be scheduled in advance and for status phrases and status voice prompts to follow that schedule.

eResponse is an optional workstation application that monitors designated e-mail addresses and presents any messages received to operators as calls in the Email state. This enables operators to see e-mails and respond to them as a service to clients. The e-mails can be presented to an operator in a web browser or can be imported into an Infinity message ticket. Operators can reply to e-mails senders, forward e-mails to other addresses, post e-mails to pagers and forward e-mails to a client’s fax machine using the Infinity message dispatch capabilities.

eVoiceLink is an optional workstation application that dispatches Infinity voice mail and text messages to e-mail addresses. Voice messages are attached to e-mail messages as .WAV file attachments. Infinity can be configured to automatically send messages to eVoiceLink as they are taken if desired.

The optional Infinity TTY/TDD Software provides the licensing and software to support operators communicating with hearing impaired callers using TTY/TDD devices. There is no software limit to the number of TTY sessions available to operators as the number of sessions is determined by the number of TTY modems provided by the call center.

The optional Infinity Two-Way SMS Messaging feature is an enhancement to the Infinity SMS Messaging feature that provides the ability to receive SMS text message replies and to receive unsolicited inbound SMS text messages. When receiving inbound SMS replies, the Infinity SMS logic uses a unique reply ID to match replies with outbound messages, and also can process messages in which the sender doesn’t include the reply ID by matching messages with client phone numbers.

The optional IS Appointment Scheduling module of Intelligent Series applications extends the power and flexibility of the IS applications to the process of scheduling and managing complex appointment calendars. The IS Appointment Scheduling feature puts all the information operators may need at their fingertips and presents that information in an easy-to-use package that can be viewed by day, week and month as each operator chooses. Call center clients can connect to the schedule using the IS Mobile/Web Applications to see and set their schedules, and appointments can be forwarded to the clients’ own personal calendar applications (separate licensing required).

The optional IS Clairvoyant Agent feature of Intelligent Series applications provides a call script and automated database lookup capabilities that recognizes repeat callers and provides associated information as calls ring into operator workstations.

IS Contact Methods provide phone, e-mail, paging, SMS (and miSecureMessages) Contact Methods that are assigned to listings in the IS Directory, IS OnCall Scheduling, and IS Appointment Scheduling. Contact Methods can be assigned to contact-based statuses that determine how messages are dispatched based on each individual person's status.

The IS/CMI Integration Software makes it possible to automatically build contact management records for customers and prospects with each phone call by integrating AMTELCO’s Intelligent Series call handling and messaging applications with the CMI (Client Management Intelligence) application. The IS applications automatically populate the CMI customer contact database with immediate input concerning core call center activities and information as operators take calls, providing customer another reason to rely on the call center for service.

The optional IS Dealer Locate application connects the Intelligent Series Messaging application with a database of dealer information to quickly provide a list of all dealers located near a caller’s location. The Dealer Locate application sorts search results by distance so that operators can inform callers which dealers are closest to their locations. Dealer information can be stored in a Microsoft SQL database, in the Intelligent Series Directory, or in both locations.

The powerful IS Directory module of Intelligent Series applications enables the call center to organize information about people, places, and products in a single location and to make that information available to message scripts, operators and Web users. The IS Directory features unlimited numbers of subjects, views, and fields. Directory information can include text, images, dial strings, hyperlinks, and Web content. Listing Details pages are rendered in HTML and appear to in the Infinity Telephone Agent call handling application as mini-Web pages. The listing Details pages also can be accessed from the Internet or an intranet using the optional IS Web application (separate licensing required).

The optional IS Directory Contacts feature of Intelligent Series applications provides the freedom to control message dispatching based on the status of the person the caller is trying to reach rather than using the same set of instructions for every call to a particular client account. IS Directory Contacts enables dispatch methods to be customized for each individual listed in the IS Directory and displays just those contact methods to dispatchers. Status schedules set up in IS Directory listings control which contact methods are presented to the dispatcher when an individual is selected from the IS Directory or the IS Directory OnCall Schedule. Status schedules also control the order that those contact methods are listed, the number of attempts to make for each method, and the amount of time to wait before the next attempt. Agents can override status schedules to handle unexpected status changes including situations in which a contact wants to be reached at a new number or someone decides to cover another person’s calls.

The optional IS OnCall Scheduling module of Intelligent Series applications provides a powerful and flexible tool to assign on-call schedule coverage, view schedule coverage, dispatch messages to scheduled contacts, and extend schedule information to clients via the optional IS Web application (separate licensing required).

The optional Intelligent Dispatching module of the Intelligent Series applications provides enhanced control of how calls are dispatched and how messaging information is presented to dispatchers. With Intelligent Dispatching, the IS message script determines when a dispatch job is due, how the message is labeled, which dispatchers can see the dispatch job, the priority of the dispatch job, and what instructions are provided to the dispatcher. IS Dispatching also enables scripting of the steps that a dispatcher must complete for a particular account before the message is marked “Delivered.”

The optional Easy Script Editor feature of the Intelligent Series Supervisor application enables the script developer to create client call scripts in a screen display that shows how the various screens of the script will look at run time when operators use the scripts. The Easy Script Editor is a WYSIWYG (what you see is what you get) alternative to the Tree View script editing tool that displays scripts in the traditional outline view common to computer programming applications.

The optional IS Real-Time Importer (IS RTI) feature automatically updates the Intelligent Series Directory information to match changes made to any information system that uses Health Level Seven (HL7) standards. IS RTI HL7 can be used with Hospital Information Systems (HIS) and electronic medical records (EMR) to automatically update data in the IS Directory as that data changes in the host system. Data in the HL7 message can be filtered as it is transferred directly into fields of the IS Directory, or it can be translated into different information through a lookup in a database table. The IS RTI filters can be used to update information, delete directory listings, or perform a “Delayed Discharge” action that deletes the listing after a specified number of hours.

Intelligent Series Message Scripting provides the software support and licensing for a suite of powerful message scripting capabilities. The IS Message Scripting feature enables the call center to create call scripts for operators that streamline call handling by developing customized message tickets containing all the steps and information pertinent to a call. IS Message Scripting makes it possible to ensure that all the proper information is gathered, to simplify complex calls by never displaying unnecessary or distracting information, to automatically perform database look-ups and mathematical calculations, to specify dispatch procedures for given situations, and to automate follow-up calls. IS Message Scripting includes an extensive library of script response elements that automate what and when information is collected during calls and how that information is used while providing a user-friendly format for collecting that information.

The optional IS Physician Referral module of Intelligent Series applications enables operators to quickly match callers with an appropriate physician using a number of search criteria. The Physicians Referral module includes two powerful scripts for call handling: the Physicians Referral script and the Administrative Script with database structuring. The Administrative Script is a customizable script used to set up variables and create physician profiles in the Physicians Referral Script, which has the power to search selected criteria to provide a listing of physicians that will best fit any caller’s request.

The IS Transformer Scripts tool creates Intelligent Series message scripts using exported data from Infinity and other messaging platforms. The IS Transformer can be used to automatically create basic messaging scripts when upgrading an Infinity system to Infinity Intelligent Series.

IS Web Scripting provides call centers with a one-click simple and easy method to provide Web-based demonstrations of new scripts for clients, and also can be used to provide clients' customers with script-driven data collection applications using only a Web browser.

The optional IS Web Reporting of Intelligent Series applications provides the licensing and software to support access to the Intelligent Series system’s reporting functions via the optional IS Web interface.

The optional Mailbox Names feature provides the hardware support to enable voice mail users to record their names to be announced when receiving and forwarding voice messages. Mailbox Names also can be played when transferring calls using the Auto Attendant.

The optional Macro Magic feature provides Infinity with the ability to support macro dial strings, enabling the grouping of multiple functions in one dial string that is assigned to a key, dial list entry or info page for quick access. Simplified procedures with one keystroke include executing a Client Behavior, changing to a new Account, changing message modes, bringing up a needed piece of information, or substitute message form, and executing a dialout.

The optional Message Addressing feature provides the software and hardware support to insert an additional recording prior to the original voice message when copying a voice mail message to another mailbox.

The optional Message Form Front/Back feature provides an expanded Infinity message form that can be used as two 12-line forms or a single 24-line form for message taking.

MiteyMite Messenger is a simple-to-use client-desktop application which extends the power and versatility of Intelligent Series directories to a call center’s customers’ desktops and provides quick lookups and contact actions with no need for operator involvement.

The optional One-Number Follow Me feature utilizes the Infinity status feature to provide the ability to route calls based on a client’s current status. Typically, One-number Follow-Me is used to direct calls to a client at their current location, such as on cellular phone or at home.

The optional Perfect Answer Software enables operators to professionally and consistently answer each call by pre-recording automated answer phrases that play whenever the operator answers a call. Multiple time sensitive Perfect Answer greetings can be recorded by each operator for each client number they are answering. The pre-recorded greeting is automatically played to the caller when the operator answers a call, eliminating the need for the operator to say difficult to pronounce or high volume answer phrases.

An optional Infinity Voice Mail feature which enables customers to request fax, alpha page or e-mail copies of their Infinity secretarial messages during a check-in call to the voice mail system. The Secretarial Messages request is presented as option 8 in the voice mail menu.

When enabled on an account will return a receipt timestamp of when the sent message was played by the receiving party.

The optional SMS Text Messaging Feature provides the licensing, server support and software to enable operators to send and receive SMS text messages using the Infinity Telephone Agent and Intelligent Soft Agent applications through a modem attached to the Intelligent Series Server.

The optional Text and Voice Message Distribution feature provides the software support to create custom distribution lists for individual Infinity Client accounts for broadcast of text and voice messages.

The networked UltraComm fax and e-mail server application takes advantage of the flexibility of Microsoft Access databases for client accounts, activity logs and active tasks, creating a more versatile and reliable system than ever before. UltraComm is compatible with the standard SMTP and POP3 e-mail protocols, making it capable of interfacing with virtually any e-mail system. Given certain additional modules, the UltraComm will both send and receive and store documents.

The optional Infinity Voice Scripting feature which provides the software support to prompt callers through the process leaving voice mail messages, making it possible to gather very specific information in a voice message. Callers can be prompted through leaving a message in a manner such as Please say your name after the beep, please say your phone number after the beep, please say your address after the beep, etc.

The Infinity Team ACD feature makes it possible to route calls from one Infinity server to another in the event that appropriate operators are not available to take calls at the location of the Infinity server that initially received the call. When available operators are identified, Team ACD automatically patches the calls to the operators using pre-programmed Service List entries.

The ABC feature is an optional enhancement to the Infinity Supervisor Op See feature that expands operator workstation monitoring capabilities. Audit enables supervisors to view calls in process on operator workstation screens. Barge enables supervisors to interrupt an operator and take immediate control of a call. Coach enables supervisors to initiate direct two-way access into operator headsets. Operators can invite supervisors to Barge or Coach via the Op Chat pane of the Infinity Telephone Agent high-resolution screen.

The optional B2B Agent component of IS enables multiple call centers to share IS client accounts. Using the B2B Agent, calls to shared clients are overflowed to participating partner call centers.

The optional Infinity BillingLink application integrates with the Infinity call handling and message distribution system to provide customer account billing capabilities. BillingLink is exceptionally easy to use and gives the user complete control of all billing options, making it possible to customize the program to meet specific billing needs while simplifying the process of setting up and making changes to any billing component.

The optional Call Time Rounding feature makes it possible to automatically round up to a pre-set value the total elapsed time associated with calls for reporting purposes. Call times can be adjusted for an Initial time increment, and for a Subsequent time increment that is elapsed over and above the Initial increment.

The optional Call Tracker component of the Unified Reporting package provides two canned reports: the Operator Performance report, and the Call Tracker report that follows a call through the Infinity system, from entrance to exit, using each call’s unique call number.

The web-based CMI (Client Management Intelligence) application is a customer contact database application with numerous customizable features that enable a call center to track interactions with customers and prospects, schedule events and activities, create reports, and access information in almost any way that best suits the call center. CMI screens can include hyperlinks to supplementary information such as product web pages, brochures, slide presentations and competitive product comparisons. Requires the Microsoft SQL Server database application.

The CMI/IS Integration Software makes it possible to automatically build contact management records for customers and prospects with each phone call by integrating AMTELCO’s Intelligent Series call handling and messaging applications with the CMI (Client Management Intelligence) application. The IS applications automatically populate the CMI customer contact database with immediate input concerning core call center activities and information as operators take calls, providing customer another reason to rely on the call center for service.

The CMI Diamond Software provides the licensing to extend the capabilities of the Client Management Intelligence (CMI) Software to its customers on a resale basis. The web-based CMI software is a customer contact database application with numerous customizable features that enable a call center to track contacts with customers, schedule events and activities, create reports, and access information in almost any way that best suit the call center. CMI Diamond screens can include hyperlinks to supplementary information such as product web pages, brochures, slide presentations and competitive product comparisons.

The Dashboard is a stand-alone application that constantly refreshes its information display to provide a current snapshot of everything happening in the system, including Infinity call traffic, operator and agent activity, and Intelligent Series application usage. The Dashboard can be installed on supervisors’ and managers’ desktop computers to allow them to monitor the activity of the call center. The Dashboard also can be run on a dedicated workstation and displayed a large flat screen monitor to provide the entire call center with a view of all current activity.

The Operator Time Clock component of the Infinity Web Portal uses the Infinity MDR events and statistics to track employee time and performance. The Operator Time Clock makes it easy to track regular time, overtime, holiday time, weekend time, shift time, vacation time, sick time, and bonus time in separate categories. The Operator Time Clock creates summary text and CSV (Comma Separated Value) files that can imported directly into payroll systems, external databases, spreadsheets and many other applications.

IS Messenger is an instant messaging tool that incorporates real-time chat capabilities into the Intelligent Series suite of applications. Messenger enables agents to send and receive instant text chat messages for supervisors.

The IS Directory View Action makes it possible for IS Messenger to be used by agents as a call announcement tool.

The IS Reporting package provides the licensing and software to run any of the pre-defined reports provided with the Intelligent Series applications. The reports are based on the Crystal XI (version 11.5) statistical analysis and reporting engine. All of the pre-defined reports are source-accessible, allowing them to be opened for editing in the Infinity Intelligent Series Supervisor application. The IS Reporting Package functions in tandem with the Microsoft SQL Server database application and is licensed separately. AMTELCO recommends per processor licensing for the SQL Server application. The database server can be a shared or dedicated resource.

The Supervisor Security Levels feature provides user-programmable levels of access to the Infinity Supervisor application. Vary levels of access to the Infinity Supervisor application and its many functions can be configured for each individual based on their Infinity log-in ID.

The Unified Reporting application provides the licensing and software to run any of the pre-defined reports provided with eCreator, Infinity and the Intelligent Series applications. The reports are based on the popular Crystal Reports XI (version 11.5) statistical analysis and reporting engine. All of the pre-defined reports are source-accessible, allowing them to be opened for editing by the call center staff using the Crystal XI Developer tools. New entirely custom reports can be created using the Crystal Reports XI Developer tools.

The Infinity Backup Service feature is a Microsoft Windows service that automatically writes a copy of the Infinity system database to another computer. The backup file is intended for use in recovering the Infinity system in the event of a service outage. The backup routine can be triggered to run manually as needed, or it can be scheduled to run at a specific date.

For all your notification needs: emergencies, staffing shortages, events and meetings. Using Mass Notification's convenient browser-based access, you can easily create, edit, and trigger alerts, and monitor real-time alert progress from virtually anywhere.

The Emergency Access is offered in several levels of service, Platinum, Gold, Silver and Bronze with varying degrees of temporary support in times of need - due to weather, or other contingencies. Emergency Access empowers the call center staff in answering client phone calls if, for any reason, the Infinity system is not able to function properly due to telephone line or equipment failure. The remotely hosted Emergency Access service may provide any or all of the following and more: an emergency server at a secure site to supply the call center with service within minutes; a shared T1 - a block of toll-free 800 numbers to which critical clients can forward their calls; plus additional services, depending on the level of support. The call center staff accesses the back-up Infinity accounts via the Internet, with Infinity Telephone Agent operator and Infinity Supervisor administrative log-in credentials.

The optional Infinity Backup Operator application is an emergency operator back-up interface, which guarantees that no calls will ever go unanswered due to equipment failure or network downtime. Underlying the Infinity Back-up Operator application is a Microsoft Access database that resides on each operator workstation. Infinity client, directory and on-call scheduling information can be exported to this resident database, enabling operators to retrieve Infinity data using the back-up operator application, in conjunction with the back-up PBX console or a desk set, to provide the level of service a healthcare facility requires 24 hours a day, 7 days a week.

The optional Network Backup application allows the entire Infinity server database, or just sub-sets of the Infinity database, to be backed up to another server on the local area network that is an element of every Infinity system. In the event of an equipment failure or service outage, the backup server can keep the call center active and taking calls in spite of the emergency and until a normal level of operation can be restored.

The optional Real-Time Backup Software provides the software, server support and licensing to establish a real-time backup of the Infinity system database on another, possibly remotely located, server for purposes of disaster recovery and equipment outages.

The RED ALERT rapid emergency deployment and notification application enables organizations to alert large and small groups quickly and properly. The RED ALERT application provides the key tools needed to communicate and record the on-going events related to each RED ALERT notification. RED ALERT emergency notification application combines the accuracy of preprogrammed automated call dialing with the power of text-to-speech translation and the ease of web accessibility to quickly contact the appropriate personnel in emergency situations, such as contacting designated personnel about a code call, a network service outage or an area-wide natural disaster.

The Client Recording Retrieval Software provides a web-based interface that can be used by the call center’s clients to access the archive of recordings of calls answered for their accounts by operators using the Voice Logger application. The archives of operator screen images created by the Voice Logger Screen Capture Software during handling of calls to the client’s numbers can be made available via the Web interface if so desired.

eCreator is an easy-to-use web-based call scripting platform, the first HTML-based scripting tool specifically designed with the contact center industry in mind. eCreator is the only content-creation application a contact center needs to become a player in the Internet e-commerce arena. eCreator streamlines the process of creating sophisticated web-based call scripts for all your customers. The revolutionary application utilizes a palette of pre-designed response elements with drag-and-drop simplicity in its WYSIWYG (what you see is what you get) graphical user interface to simplify the scriptwriting process, regardless of the topic.

eResponse is an optional workstation application that monitors designated e-mail addresses and presents any messages received to operators as calls in the Email state. This enables operators to see e-mails and respond to them as a service to clients. The e-mails can be presented to an operator in a web browser or can be imported into an Infinity message ticket. Operators can reply to e-mails senders, forward e-mails to other addresses, post e-mails to pagers and forward e-mails to a client’s fax machine using the Infinity message dispatch capabilities.

The Operator Time Clock component of the Infinity Web Portal uses the Infinity MDR events and statistics to track employee time and performance. The Operator Time Clock makes it easy to track regular time, overtime, holiday time, weekend time, shift time, vacation time, sick time, and bonus time in separate categories. The Operator Time Clock creates summary text and CSV (Comma Separated Value) files that can imported directly into payroll systems, external databases, spreadsheets and many other applications.

The suite of Infinity Web-Enabled Applications provides the software support and licensing for the call center to extend the power and flexibility of the Infinity automated call distribution and unified messaging system to an intranet and the Internet. The Infinity Web-Enabled applications makes it possible for the call center’s clients to access Infinity and Infinity’s features without operator involvement. The Infinity Web-Enabled Applications include: Web Directory, Web OnCall Scheduler, Web Chat and Web Callback (may require additional licensing).

The Infinity Web-Enabled OnCall Concurrent User License provides the licensing and software support for the specified number of concurrent client/web users to access the Infinity Web-Enabled OnCall Scheduler application.

The Infinity Web-Enabled Operator application provides the concurrent session licensing and software support for the indicated number of concurrent Infinity operators to access the Infinity Web-Enabled applications. This licensing enables operators to open a web browser as part of the call processing functions in the Infinity Telephone Agent application. Requires the Infinity Web-Enabled Operator Systems License.

IS Appointment Scheduling component extends the power and flexibility of the IS applications to the process of scheduling and managing complex appointment calendars. The IS Appointment Scheduling feature puts all the information operators may need at their fingertips and presents that information in an easy-to-use package that can be viewed by day, week and month as each operator chooses.

Call center clients can connect to the schedule using the IS Mobile/Web Applications to see and set their schedules, and appointments can be forwarded to the clients’ own personal calendar applications.

The powerful IS Directory module of Intelligent Series applications enables the call center to organize information about people, places, and products in a single location and to make that information available to message scripts, operators and Web users. The IS Directory features unlimited numbers of subjects, views, and fields. Directory information can include text, images, dial strings, hyperlinks, and Web content. Listing Details pages are rendered in HTML and appear to in the Infinity Telephone Agent call handling application as mini-Web pages. The listing Details pages also can be accessed from the Internet or an intranet using the optional IS Web application (separate licensing required).

The Intelligent Series OnCall Scheduling module provides a powerful and flexible tool to assign schedule coverage, view schedule coverage, dispatch messages to schedule contacts, and extend schedule information to clients via Web access, which requires a Web OnCall Scheduling license.

The optional IS Web application provides the call center’s clients, staff, and business associates with access to the Intelligent Series directories, appointment and on-call schedules, reports, messages, and contact information over the Internet or an intranet. The IS Web can be used to search for directory information, send messages, schedule on-call coverage and appointments, and run reports. Most of the configuration of the IS Web application is accomplished within the IS Supervisor application.

The Intelligent Series Web Reporting Application provides the licensing and software to support access to the Intelligent Series system’s reporting functions via the Intelligent Series client web interface.

IS Web Scripting provides call centers with a one-click simple and easy method to provide Web-based demonstrations of new scripts for clients, and also can be used to provide clients' customers with script-driven data collection applications using only a Web browser.

The miOncall, miCash, and miDash iPhone Apps integrate the Intelligent Series (IS) Web, Amtelco's Dashboard, and the OnCall Scheduling applications with Apple's market-dominant iPhone smartphone.

OnCall Scheduling made easy. Become a reseller of OnCall Scheduling to your customers and to other businesses.

miOnCall is a powerful, flexible and completely secure cloud-based OnCall scheduling application used to assign schedule coverage, view schedule coverage, dispatch messages, schedule contacts, manage and extend OnCall schedule information to physicians and staff via Web access.

The Web Portal is a suite of applications that provide a browser based interface to any of the AMTELCO system databases from one location. Each application can be run independently of the others. Information can be printed or e-mailed in a user-friendly HTML format.

miAppointments is a powerful, flexible cloud-based appointment-taking and scheduling application that provides mobile and Web access to schedules and appointments. Call center operators as well as their clients can connect to the schedule using miAppointments to see and set up their schedules, updating the schedule in real time.

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miReminders Web-based appointment reminder system provides automated appointment reminder and notification services without operator involvement. miReminders notification campaigns can be pre-defined and scheduled for delivery at a later time as well as being delivered on an immediate basis, to any number of individuals.

Send me information on how to become a Reseller of miReminders.

OnCall Scheduling made easy. Become a reseller of OnCall Scheduling to your customers and to other businesses.

miOnCall is a powerful, flexible and completely secure cloud-based OnCall scheduling application used to assign schedule coverage, view schedule coverage, dispatch messages, schedule contacts, manage and extend OnCall schedule information to physicians and staff via Web access.

Send me information on how to become a Reseller of miOnCall.

miSecureMessages is a secure, cloud-based messaging and notification application that sends encrypted messages to BlackBerry®, iPhone®, iPad™, and Android™ mobile devices.

With the continually increasing number of mobile devices, miSecureMessages uses the convenience of mobile technology, eliminates pager expense, and adds security to keep your information safe. For healthcare organizations, securing patient information is required by HIPAA and HITECH regulations.

Send me information on how to become a Reseller of miSecureMessages.