The document discusses Contact Based Architecture, which leverages Intelligent Series applications to provide contact-based messaging, dispatching, directory, and scheduling functionality. It describes key components like the IS Directory, On-Call Scheduling, and Web Services. It also provides examples of companies that have adopted this approach and outlines steps for getting started, such as building an IS Directory and linking scripts to automate contact retrieval and dispatching.

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

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.

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.”

7. INTELLIGENT SERIES 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. 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…

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

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

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

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

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

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

16. 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.

17. 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!

18. 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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!