McFarland, WI - May 2006 - Amtelco customers have reported that by using Infinity Intelligent Messaging, they have greatly decreased the number of errors in the message-taking process. The same significant improvement is now possible in the dispatch process by using Infinity Intelligent Dispatching.

To increase the labor savings and accuracy of dispatching, AMTELCO has added new features to Intelligent Dispatching including:

Dispatch Scripting – The dispatch process can now be scripted. This allows call center supervisors to work with each client to predetermine the flow of their dispatch process. Operators simply follow the flow. This eliminates the guesswork and errors associated with dispatching.

Dispatch Groups –Dispatch Jobs can be assigned to specific groups of operators, ensuring that the most qualified operators handle each type of Dispatch Task. Operators see only the Dispatch Jobs that they are eligible to work on. The jobs are presented in order of priority and when they are due. Operators can also resort the jobs to view them in any order.

Dispatch Window – Operators can monitor all pending and current Dispatch Jobs. Operators who are designated as Dispatchers can see the Dispatch Window in the Infinity Telephone Agent. When an operator is not on a call, their idle screen will be the Dispatch Window, which allows them to constantly monitor the window for new jobs to work on. Operators also see the Dispatch Window in their High Resolution area, allowing them to monitor for jobs to work on while they are processing other calls. When an operator has selected a job to work on, other operators are notified, ensuring they don’t attempt to work on the same job.

Dispatch Operators – When an operator selects a Dispatch Job to work on, they see a summary of the message that created the job and all previous actions and history associated with the job. Operators working on a job are taken into a script that controls what dispatch steps should be performed and the order they should be performed. When a Dispatch Job has resulted in completing the dispatch process, the job is marked as complete and the Dispatch Job is removed from the Dispatch Window.

Dispatch Reminders – Dispatch Jobs can be scripted with multiple steps to ensure the message is delivered to the client. When a step has been completed, such as a page, the Dispatch Job can be set to remind the operator to follow up on the page after some period of time. When the next dispatch step is due, the Dispatch Job will be presented to the operator for additional action.

Client Checkin – When a client checks in, operators will see a list of the pending Dispatch Jobs for the client. Operators will be able to select a Dispatch Job that will take them to the Client Checkin portion of the Dispatch Script. If the Job does not require any further dispatch functions, the process is over and the message can be marked delivered.

Dispatch Supervision – Supervisors can monitor and interact with Dispatch Jobs using the Intelligent Series Supervisor Dispatch Window. To ensure jobs are completed, group assignments and the priority level of existing Dispatch Jobs can be adjusted by supervisors. This allows supervisors to dynamically change how dispatching is handled at any time.