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.

1. Contact Based Architecture Including Scheduling, Dispatching, Directories, Web Services Visit the 1Call Website

2. 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 Introduction 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 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)

5. Sandbox

6. Message Scripting

7. Info Pages

8. Directory/On Call Scheduling

9. Scripted Dispatching

10. Windows based apps

12. INTELLIGENT SERIES SANDBOX

13. INTELLIGENT SERIES SANDBOX

14. INTELLIGENT SERIES Info Pages

15. INTELLIGENT SERIES Info Pages

16. INTELLIGENT SERIES Info Pages

17. INTELLIGENT SERIES Info Pages

18. INTELLIGENT SERIES Info Pages

19. INTELLIGENT SERIES Info Pages

20. INTELLIGENT SERIES Info Pages

21. INTELLIGENT SERIES Message Scripting

22. INTELLIGENT SERIES Update your Scripts for Contact Dispatching. This is actually quite simple. 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)

23. INTELLIGENT SERIES Message Scripting

24. INTELLIGENT SERIES Message Scripting

25. INTELLIGENT SERIES Message Scripting

26. INTELLIGENT SERIES Message Scripting

27. INTELLIGENT SERIES Message Scripting

28. INTELLIGENT SERIES Contact Based Architecture

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

30. 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…

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

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

33. 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.

34. INTELLIGENT SERIES New v5.6 On-Call Coverage Checker that alerts schedule administrators about unassigned shifts and reminds people about their assigned coverage. Included at no additional cost!

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

36. INTELLIGENT SERIES Automate IS Directory updates using the IS Directory Transformer.

37. 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.

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

39. INTELLIGENT SERIES Initiate dispatches to on-call personnel from your scripts.

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

42. Specify Special Scripts For Customer Webs

43. Specify Special Scripts for IS Web

44. Web Testdrive

45. Start a Script Online, Then Pop To An Agent

46. Clients Update Their Information Via Web

47. Embed Scripts in Customer Webs

48. Create Customer Webs That You Manage

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

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

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

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

54. INTELLIGENT SERIES Allow contact based clients to retrieve messages via the web.

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

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

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

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

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

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

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

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

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

64. THANK YOU! http://www.1call.com