How Does MergeComm Work?

Woman coding MergeComm for inbound and outbound actions.

MergeComm is our integration engine and innovative SQL-based Intelligent Series (IS) platform application that streamlines inbound and outbound communications. MergeComm is scalable and works seamlessly with our suite of call center applications, as well as with the product offerings of other vendors. It adds automated dispatching scenarios to our Intelligent Series (IS) platform and these dispatch scenarios can run automatically based on inbound triggers such as an e-mail message, an Amtelco Secure Messages message, a Short Message Service (SMS) message, or a Telocator Alphanumeric Protocol (TAP) message. Jobs can be scheduled to run on a recurring basis or can be initiated by an operator in a call center, a web user running a web script, and a third-party application interacting with the available Application Program Interfaces (APIs).

Inbound Triggers

Customers can configure inbound triggers for use with MergeComm.

Schedule – MergeComm Scenarios can be scheduled to run automatically by adding a scheduled task to the IS System Schedule.

Amtelco Secure Messages – Amtelco Secure Messages is our secure messaging and paging application. Users can send secure messages to IS to be processed.

POP3 E-mail – POP3 involves settings that specify the mail server to poll and the e-mail address to monitor for retrieval of e-mail messages.

SMTP E-mail – IS has a built-in SMTP server with which the SMTP client applications communicate, enabling the SMTP clients to send e-mail messages directly to IS.

SMS Modem – SMS Modem enables receiving inbound SMS text messages from users.

SMS Aggregator – SMS aggregator services integrate bulk messaging services with IS for sending and receiving SMS text messages using a secure internet connection.

Phone – Our Genesis soft switch enables users to place a phone call to a number that is directed into IS to initiate a MergeComm scenario.

TAP – Telocator Alphanumeric Protocol (TAP) can be used to accept a message from a direct connect device.

WCTP – Wireless Communications Transfer Protocol (WCTP) can be used to accept a message from a wireless device. IS uses the device’s phone number to match the message to a trigger.

Web Service (SOAP and REST) – Web Service provides an API to enable external applications to initiate a MergeComm scenario.

Outbound Interfaces

MergeComm outbound dispatching utilizes the IS directory and associated contact methods, and also interfaces with external Web services and systems using the HL7 communication protocol. MergeComm can initiate outbound actions for use with:

  • Phone calls using our soft switching platform.
  • SMTP e-mail messages.
  • TAP paging messages.
  • SNPP paging messages.
  • WCTP paging messages.
  • Fax messages via the CopiaFacts or RightFax application.
  • SMS text messaging modems.
  • SMS aggregator services.
  • miSecureMessages secure mobile text messaging application.
  • External Web services to facilitate communications with third-party systems.
  • Group Dispatching


The heart of MergeComm is our Intelligent Series (IS) Scripting. The MergeComm node in IS scripts is used to specify actions to be performed each time a message is initiated by a MergeComm trigger or job.

Scripts can have a MergeComm branch that performs different actions based on the type of inbound trigger. The auto dispatch response element is used to perform automated dispatching using the IS Directory and On-Call Schedules. Scripts that require operator interaction can be set to create a dispatch job to present to an operator.

Automated Dispatching

MergeComm’s primary role is to facilitate automated communications. This typically involves an inbound trigger initiating a MergeComm script which executes actions such as initiating an outbound dispatch. Dispatching also can be launched by an operator, who can move onto other tasks while MergeComm handles the dispatching.

Automated dispatch progress is displayed in an IS message center which also features a dispatch board. The dispatch board is an interactive display that can be used to view dispatch progress for each contact,  keep record results, and to handle failed notification attempts.


MergeComm includes a number of standard reports that are designed specifically for MergeComm data. The reports can be used to perform statistical analyses of MergeComm’s messaging and to show how it’s messages are dispatched.

The MergeComm reporting interface incorporates the Crystal Reports engine, which can be used to create custom and ad hoc reports that are based on the MergeComm data.

Some common reports include:

  • AutoCall – Lists outbound auto call events for a date and time range. The report includes the contents of text-to-speech messages and any error messages that were generated.
  • Billing – Lists all of the MergeComm activity counts and totals for a date range and a client range for billing purposes.
  • Contact Method Messages – Lists the MergeComm messaging activities for a date range and a client range and can filter to display or hide the details of individual messages and for event types.
  • Events – Lists the MergeComm events for a date range and a client range and can filter for jobs that contain a matching event.
  • Inbound – Lists all inbound MergeComm trigger events for a date and time range.
  • Jobs – Shows all of the MergeComm and IS auto dispatch jobs performed within the specified date range and client range.
  • Setup – Shows the MergeComm inbound triggers configured for a range of client account numbers.
  • Summary – Lists the MergeComm events performed within the specified date range and client range.

Contact Center Software

An efficient platform that streamlines communication and workflows to improve the caller experience and reduce agent frustration is imperative.