AMTELCO Infinity telephone answering service software version 5.6

1. Expanded Login
Names can hold up
to 32 characters.
New passwords can
contain upper and
lower case letters,
numbers and symbols.
Infinity 32-Character Login Names with passwords that are no longer restricted to
and Passwords numbers and can be up to 32 characters in length. The
passwords can contain upper and lower case letters.
Infinity Software Version 5.6 features 32-character
login names and passwords for more flexibility. The longer login names provide more options for
Previous versions of Infinity allowed up to 8 upper setting up operator login names, making it easier to
case letters for operator login names and up to 7 distinguish between users with similar names. The
numbers for operator access codes. With Infinity 5.6, new passwords allow more robust security with upper
operator login names can be up to 32 upper case and lower case letters, symbols, and numbers.
letters in length. Access codes have been replaced

2. 2
New Callback behavior
allows callers to request a
return call at the date and
time of their choosing.
Infinity Callback Optional Feature** Operator Chat Size Expanded to
The optional Infinity Callback feature provides an Infinity 160 Characters
behavior to prompt callers on hold with the option to
Infinity version 5.6 expands the maximum size of operator
request that a call be returned rather than remain on
chat messages from 80 characters to 160 characters. This
hold. The Callback behavior enables the caller to request
allows operators and supervisors to send larger chat mes-
a call at a specific time and to a specific phone number.
sages to a specific operator or supervisor or to all opera-
Infinity Callback requests are presented to operators as
tors and supervisor logged into the Infinity Telephone Agent
calls in the DISC (disconnect) state, at the requested
application.
time, and a dialout is performed to complete each call.

3. 3
New option displays the
caller’s ANI to the operator
before the call is answered. The
display alternates between the
ANI and the client number.
Op Chat messages can be
up to 160 characters long.
Operator Chat is an integrated feature of Infinity Telephone The option is enabled in the Infinity Telephone Agent
Agent that allows operators and supervisors to communicate Setup Control Panel. Select the “Flash between Account
with each other through live text messages. The Operator Chat and ANI” check box to enable the option.
feature is enabled in the Infinity Supervisor application in the
When a call comes in to an operator while this option
Operator Setup pages under Properties, Miscellaneous Options.
is enabled, Infinity Telephone Agent alternates between
showing the account number of the client that is being
Option to Flash ANI Prior to Answering Call* called and the ANI of the caller. The ANI is displayed in italic
Infinity Telephone Agent can display a caller’s phone number type to distinguish it from the client account number.
to an operator before the operator answers the call. The
option, which is enabled in the Infinity Telephone Agent Setup
Control Panel, uses Automatic Number Identification (ANI)
to display the caller’s phone number when available.

4. 4
Option to Turn Operator’s State to Infinity Server Reports
“Off” if Audio is Lost Infinity version 5.6 includes four new server reports:
Infinity version 5.6 adds an option to turn an operator the Specials report, the Client Status report, the
off if audio is lost. This feature is intended for use with Disk Access report, and the Serial Volume report.
remote operator stations to keep new calls from being • The Specials report provides a list all undelivered
sent to operators who have lost their audio connection. Infinity specials on one or more Infinity client accounts.
The option is located in Infinity Supervisor System Setup • The Client Status report lists the current status
under System Options, Op/Station, General. The check box of one or more Infinity client accounts.
is labeled “Turn off remote station when audio is lost.” If
this check box is selected, Infinity will change an operator’s • The Disk Access report shows how many reads,
call state from On to Off if the operator loses audio. writes, and errors have occurred on each of the
This same option does not allow an operator to change hard drives and tape drives since the last restart.
to the On call state until operator audio is established. • The Serial Volume report shows the number of
Calls are routed to operators who are in the On state inbound and outbound jobs that have passed
until the operator who is without audio reestablishes an through each port since the last reset.
audio connection and switches back to the On state.
Dialout Guard Gives Ports Time to
Call-Back Suffix Expanded to Reset After Each Dialout
24 Characters
When a port is used for a dialout, the port may need
Call-Back Suffix has been expanded from 12 characters time to reset before it can be used again. The Infinity
to 24 characters with Infinity 5.6. Call-Back suffixes Supervisor application contains a setting called the
are set in Infinity Supervisor in the Client Setup pages Dialout Guard Time that specifies how much time to wait
on the Call Behaviors page. Each client account can before attempting another dialout to the same port. This
be configured for a dial string that is appended to the setting is found in the System Setup pages of Infinity
end of every dial-out that is made from that account. Supervisor. The recommended setting is two seconds.

5. 5
The Disable Chat All
option lets you block “Chat
to All” messages from
reaching specific operators.
Infinity Supports Multiple VoIP Boards** Infinity Telephone Agent now includes an option to exclude specific
users from Chat to All messages. This option is located in Infinity
Infinity version 5.6 supports multiple Voice Over Internet Protocol (VoIP)
Supervisor in the Operator Setup pages on the Advanced tab.
boards. The configuration settings for VoIP boards are located in the
If the “Disable Chat All” check box is selected in an operator’s
Infinity Supervisor application in the Boards and Ports setup pages.
advanced settings, that operator will not receive any Chat to
All messages but will still receive messages sent specifically to
Option to Exclude an Operator from that operator and will still be able to send chat messages.
Chat to All*
Infinity Telephone Agent includes a chat feature that allows Conference Bridge 64-Party Conferences***
operators and supervisor to communicate with each other AMTELCO’s optional Conference Bridge feature connects
quickly and easily without interrupting calls. One of the groups of people for audio conferencing. The maximum number
features of the operator chat is the Chat to All option, which of people that can join each conference has been expanded
sends a text message to all operators and supervisors. from 42 to 64, allowing 64 parties on each conference.

6. 6
MDR Service* Web Offline Event*
AMTELCO’s Message Detail Reporting (MDR) is now When the Infinity Web applications go offline, a
a service that can be run on a server instead of a local Web Offline Event is created. The event sends a
PC. Message Detail Reporting (MDR) compiles detailed message to the Infinity system printer that says,
statistical information recorded by the Infinity automated “WEB station(s) offline.” The purpose of this message
call distribution system and can present it in a variety is to notify the system administrator that the Infinity
of reports. These reports can be used for client billing, Web applications are not available to users.
sharing account information with clients, evaluating
operator performance, and tracking system usage. XDS Board Error Recovery
With the MDR service, a supervisor does not need to and Reset*
be logged into a computer that is running the MDR Infinity has the ability to notify supervisors when
application. The MDR service can be installed on a server there is a problem AMTELCO XDS H100 board. When
or a PC in a data station and can run in the background. the system tries to send a request to an XDS H100
board, the board has 500 milliseconds to accept the
SMS Option Added to Auto-Digital command. If the board does not accept the command
Paging* in that time period, a system event is created. The
event sends a message to the Infinity system printer
The Infinity Auto-Digital Paging feature allows clients
that says, “XDS Board Dead.” The purpose of this
to send a callback number to someone through a touch-
message is to notify the system administrator that
tone menu over the phone. This Brief Paging menu asks
the board needs to be reset or replaced. Meanwhile,
callers to enter the number that they wish to display on
the board will no longer be used by the system, but
the recipient’s pager. This number can be sent in three
the system will continue to service other boards.
different ways: digital paging, alphanumeric paging,
and Short Message Service (SMS). With these three
options, a callback number can be sent to a digital pager,
*Feature also available in the latest Infinity 5.51 release.
an alphanumeric pager, or an SMS device, including
cell phones and Personal Digital Assistants (PDAs). ** ome of the features and modules are available
S
for an additional charge. Some features may also
require additional hardware or software.
3.10