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Infinity Intelligent Series (IS) offers next-generation call scripting with contact-based architecture and IS messaging, designed to reduce errors with more sophisticated call-flow scripting, message processing, and contact-based dispatching. The Infinity IS guides agents through the entire call process. The integral script editor can be used to customize scripts with different colors, fonts, buttons, hyperlinks, drop-down lists, menus, and check boxes. This is presented in a visual layout, allowing scriptwriters to see how their script will look as they create it. Scripting can greatly reduce mistakes while gathering information by automatically checking spelling, verifying that phone numbers and other fields are entered correctly, making automated case conversions, performing date and time calculations, filling in city and state based on postal code, and connecting to external databases and Web sites. Once a message is taken, dispatching steps can be tailored to each client's needs. Scripts automatically select the appropriate contact for dispatching from an on-call schedule or directory, and then follow their specific preferences for the current month, day, and time, with special allowances for holidays. The process of dispatching messages is greatly enhanced using intelligent directory contacts, which allows contact information to be entered as part of a directory listing. Intelligent messaging and dispatching can utilize the contact information to script and control the dispatch process.
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Contact Based Architecture Including Scheduling, Dispatching,
Directories, Web ServicesVisit the 1Call Website
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.
INTELLIGENT SERIESIntroduction to 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 Message Scripting & Scripted Dispatch
IS DirectoryIS Directory Contacts (phone, paging, email, sms)
IS Directory On-Call SchedulingIS Appointment Scheduling (optional add-on)
IS Web Services (optional add-on)
INTELLIGENT SERIESIntroduction to IS & Contact Based Architecture
• Changes from Infinity to Intelligent Series ApplicationsSQL Based Applications• Sandbox• Message Scripting• Info Pages• Directory/On Call Scheduling• Scripted Dispatching
• Windows based apps• Colors, fonts, links
INTELLIGENT SERIESSANDBOX
One point of entry to searchSearch by any fieldSearch 1 or multiple directories and on callSee all contact methods for an entry at once
INTELLIGENT SERIESSANDBOX
INTELLIGENT SERIESSANDBOX
INTELLIGENT SERIESInfo Pages
INTELLIGENT SERIESInfo Pages
INTELLIGENT SERIESInfo Pages
INTELLIGENT SERIESInfo Pages
INTELLIGENT SERIESInfo Pages
INTELLIGENT SERIESInfo Pages
INTELLIGENT SERIESInfo Pages
INTELLIGENT SERIESMessage Scripting
Update your Scripts for Contact Dispatching. This is actually quite simple.
INTELLIGENT SERIES
Script Elements related to Contact Methods: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)
Message ScriptingINTELLIGENT SERIES
Message ScriptingINTELLIGENT SERIES
Message ScriptingINTELLIGENT SERIES
Message ScriptingINTELLIGENT SERIES
Message ScriptingINTELLIGENT SERIES
Contact Based ArchitectureINTELLIGENT SERIES
Link scripts with IS Directories to automatically retrieve contacts for dispatching.
INTELLIGENT SERIES
IS Directory is the foundation of Contact Based Architecture.
INTELLIGENT SERIES
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…
Enter all information about client employees in their listing, include contact info and status.
INTELLIGENT SERIES
IS Directory On-Call SchedulingOffer Operator and Web Based
On-Call Scheduling services.
INTELLIGENT SERIES
IS Directory On-Call eliminates duplicate data entry and adds more structure to your
schedules.
INTELLIGENT SERIES
Define shifts and specify required coverage using
Roles. Any listings enabled for the Role are eligible to
cover the shift.
New v5.6 On-Call Coverage Checker that alerts schedule administrators about unassigned shifts
and reminds people about their assigned coverage.
INTELLIGENT SERIES
Included at no
additional cost!
Build up the IS Directory information using the IS Supervisor.
INTELLIGENT SERIES
Automate IS Directory updates using the IS Directory Transformer.
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.
INTELLIGENT SERIES
Link Scripting with On-Call Schedules to automate retrieval of on-call personnel.
INTELLIGENT SERIES
Initiate dispatches to on-call personnel from your scripts.
INTELLIGENT SERIES
INTELLIGENT SERIESView messages using the Combo Checkin Screen
showing IS and Infinity Msg Index with Voice Messages and a Special count.
INTELLIGENT SERIESTake 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
INTELLIGENT SERIESEnable your scripts for web scripting with one
click.
INTELLIGENT SERIESDesign your scripts for public access with an
option to ask for operator assistance.
Design scripts for IS Web on-call paging or client information updates.
INTELLIGENT SERIES
Web enable On-Call Schedules. Allow your clients to view and update their schedules.
INTELLIGENT SERIES
Allow contact based clients to see their own web home screen.
INTELLIGENT SERIES
Allow contact based clients to retrieve messages via the web.
INTELLIGENT SERIES
Allow contact based clients to run IS reports via the web.
INTELLIGENT SERIES
NEW APPLICATIONSiPhone Application miOncall
Provide your clients with a mobile option for viewing and managing on-call schedules.
IS Directory Appointment SchedulingOffer Operator and Web Based Appointment
Scheduling for your contact based clients.
INTELLIGENT SERIES
Link your scripts with appointment schedules, pass script info into the schedule.
INTELLIGENT SERIES
Launch the selected schedule and book your appointment.
INTELLIGENT SERIES
Search for booked appointments by contact to allow rescheduling or cancelling.
INTELLIGENT SERIES
Copy booked, rescheduled, and cancelled appointment data back into the message.
INTELLIGENT SERIES
Sync on-call and appointment calendars with Outlook calendars.
INTELLIGENT SERIES
INTELLIGENT SERIESContact Based Architecture.
Contact Based Architecture is the foundation everything we have seen today.
Gary Kerner has some closing comments for us.
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