1. Amtelco Customer Webinar
Contact Based Architecture –
Including Scheduling, Dispatching,
Directories, Web Services
What’s In It For Me?

2. Amtelco Customer Webinar
If you have questions, you may
ask on the call or type them in
to the GotoMeeting Chat area
at any time. We will try to
address your questions as we
go.

3. INTELLIGENT SERIES
What is Contact Based Architecture?
Contact Based Architecture leverages a series
of Intelligent Series applications intended to
provide contact based messaging,
dispatching, directory, and scheduling. Some
of the key components include:
IS Directory
IS Directory Contacts (phone, paging, email, sms)
IS Directory On-Call Scheduling
IS Appointment Scheduling (optional add-on)
IS Web Services (optional add-on)

4. INTELLIGENT SERIES
Introducing Contact Based Architecture.
More and more sites are migrating to the
Contact Based Architecture.
Contact Based Architecture shifts from
account and instruction based messaging,
dispatching, and scheduling to contact and
script based messaging, dispatching, and
scheduling.

5. INTELLIGENT SERIES
Teleplex has adopted Contact Based
Architecture for their Messaging and
Dispatching model. Doug Robbins had this to
say about what Teleplex is doing.
“We have 400 accounts on contact dispatch. We
have another 300 getting ready to swing ….
We are a big fan of contact dispatch. We have
improved operator call processing time, we have
reduced error rates, the web on call has been a great
enhancement. We find Infinity IS to be an extremely
powerful tool beyond our wildest expectations. “

6. INTELLIGENT SERIES
ACT Teleservices has adopted Contact Based
Architecture for their Messaging and
Dispatching model. Sean Hough had this to
say about what ACT is doing.
“We have approximately 1850 accounts currently
using IS dispatch functions, with about 250 more
scheduled by the end of March, and thousands of
accounts to go in the longer term.
A good portion of these incorporate automated
dispatch functions, which involve no input from the
operator. We are constantly researching new ways to
further automate dispatch procedures.”

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Getting Started With Contact Based
Architecture.
The biggest challenge with Contact Based
Architecture is making the commitment to
change and getting started.
Lets review how Contact Based Architecture
works…

8. INTELLIGENT SERIES
IS Directory is the foundation of Contact
Based Architecture.
The first step is to build an IS Directory for
each of your clients.
Place all client employees in the IS
Directory and enter all information about
the employee into the IS Directory.
Eliminate the need for entering account
based information such as Service Lists,
etc…

9. INTELLIGENT SERIES
Build up the IS Directory information using
the IS Supervisor.

10. INTELLIGENT SERIES
Enter all information about client employees in
their listing, include contact info and status.

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Automate IS Directory updates using the IS
Directory Transformer.

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Link scripts with IS Directories to automatically
retrieve contacts for dispatching.

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Update your Scripts for Contact Dispatching.
This is actually quite simple.
Script Elements related to Contact
Dispatching:
Select Contact (retrieve from on-call or directory)
Contact Dispatch (initiate dispatch from script)
Contact Details (view details page about contact)
Create Contact (create a new directory listing)
Update Contact (update a directory listing)
View Schedule (popup a on-call or appt schedule)

14. INTELLIGENT SERIES
Scheduling is another key element of the IS
Contact Based Architecture.
On-Call Scheduling
Web Scheduling
Appointment Scheduling

15. INTELLIGENT SERIES
IS Directory On-Call Scheduling
Offer Operator and Web Based
On-Call Scheduling services.

16. INTELLIGENT SERIES
IS Directory On-Call eliminates duplicate data
entry and adds more structure to your
schedules.
Define shifts and specify
required coverage using
Roles. Any listings enabled
for the Role are eligible to
cover the shift.

17. INTELLIGENT SERIES
New v5.6 On-Call Coverage Checker that alerts
schedule administrators about unassigned shifts
and reminds people about their assigned
coverage.
Inc
add luded
itio at n
nal o
cos
t!

18. INTELLIGENT SERIES
On-call administrators receive automated emails
with information about the unassigned shifts
and a link to go to the schedule to update it.

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Link Scripting with On-Call Schedules to
automate retrieval of on-call personnel.

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Initiate dispatches to on-call personnel from
your scripts.

21. INTELLIGENT SERIES
View messages using the Combo Checkin Screen
showing IS and Infinity Msg Index with Voice
Messages and a Special count.

22. INTELLIGENT SERIES
Take advantage of the new v56 IS Web
Scripting.
Contact architecture sets the stage to use IS
Web Scripting to offer new services to
your clients.
• Web Enable Scripts With One Click
• Specify Special Scripts For Customer Webs
• Specify Special Scripts for IS Web
• Web Testdrive
• Start a Script Online, Then Pop To An Agent
• Clients Update Their Information Via Web
• Embed Scripts in Customer Webs
• Create Customer Webs That You Manage
• Web Enable Operator Scripts

23. INTELLIGENT SERIES
Enable your scripts for web scripting with one
click.

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Design your scripts for public access with an
option to ask for operator assistance.

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Design scripts for IS Web on-call paging or
client information updates.

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Web enable On-Call Schedules. Allow your
clients to view and update their schedules.

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Allow contact based clients to see their own
web home screen.

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Allow contact based clients to retrieve
messages via the web.

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Allow contact based clients to run IS reports via
the web.

30. NEW APPLICATIONS
iPhone Application miOncall
Provide your clients with a mobile option for
viewing and managing on-call schedules.

31. INTELLIGENT SERIES
IS Directory Appointment Scheduling
Offer Operator and Web Based Appointment
Scheduling for your contact based clients.

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Link your scripts with appointment schedules,
pass script info into the schedule.

33. INTELLIGENT SERIES
Launch the selected schedule and book your
appointment.

34. INTELLIGENT SERIES
Search for booked appointments by contact to
allow rescheduling or cancelling.

35. INTELLIGENT SERIES
Copy booked, rescheduled, and cancelled
appointment data back into the message.

36. INTELLIGENT SERIES
Sync on-call and appointment calendars with
Outlook calendars.

37. INTELLIGENT SERIES
Contact Based Architecture.
Contact Based Architecture is the foundation
everything we have seen today.
Gary Kerner has some closing comments for
us.

38. Thank You!

39. Thank You!
For additional information visit
www.1call.com
You can contact us directly at
info@1call.com or 800-225-6035