Infinity 32-Character Login Names and PasswordsInfinity Software Version 5.6 features 32-character login names and passwords for more flexibility. Previous versions of Infinity allowed up to 8 upper case letters for operator login names and up to 7 numbers for operator access codes. With Infinity 5.6, operator login names can be up to 32 upper case letters in length. Access codes have been replaced

with passwords that are no longer restricted to numbers and can be up to 32 characters in length. The passwords can contain upper and lower case letters.

The longer login names provide more options for setting up operator login names, making it easier to distinguish between users with similar names. The new passwords allow more robust security with upper and lower case letters, symbols, and numbers.

Expanded Login Names can hold up to 32 characters.

New passwords can contain upper and lower case letters, numbers and symbols.

Infinity Callback Optional Feature** The optional Infinity Callback feature provides an Infinity behavior to prompt callers on hold with the option to request that a call be returned rather than remain on hold. The Callback behavior enables the caller to request a call at a specific time and to a specific phone number. Infinity Callback requests are presented to operators as calls in the DISC (disconnect) state, at the requested time, and a dialout is performed to complete each call.

Operator Chat Size Expanded to 160 Characters

Infinity version 5.6 expands the maximum size of operator chat messages from 80 characters to 160 characters. This allows operators and supervisors to send larger chat mes-sages to a specific operator or supervisor or to all opera-tors and supervisor logged into the Infinity Telephone Agent application.

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New Callback behavior allows callers to request a return call at the date and time of their choosing.

Operator Chat is an integrated feature of Infinity Telephone Agent that allows operators and supervisors to communicate with each other through live text messages. The Operator Chat feature is enabled in the Infinity Supervisor application in the Operator Setup pages under Properties, Miscellaneous Options.

Option to Flash ANI Prior to Answering Call* Infinity Telephone Agent can display a caller’s phone 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.

The option is enabled in the Infinity Telephone Agent Setup Control Panel. Select the “Flash between Account and ANI” check box to enable the option.

When a call comes in to an operator while this option is enabled, Infinity Telephone Agent alternates between showing the account number of the client that is being called and the ANI of the caller. The ANI is displayed in italic type to distinguish it from the client account number.

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Op Chat messages can be up to 160 characters long.

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.

Option to Turn Operator’s State to “Off” if Audio is LostInfinity version 5.6 adds an option to turn an operator off if audio is lost. This feature is intended for use with remote operator stations to keep new calls from being sent to operators who have lost their audio connection.

The option is located in Infinity Supervisor System Setup under System Options, Op/Station, General. The check box is labeled “Turn off remote station when audio is lost.” If this check box is selected, Infinity will change an operator’s call state from On to Off if the operator loses audio. This same option does not allow an operator to change to the On call state until operator audio is established. Calls are routed to operators who are in the On state until the operator who is without audio reestablishes an audio connection and switches back to the On state.

Call-Back Suffix Expanded to 24 Characters Call-Back Suffix has been expanded from 12 characters to 24 characters with Infinity 5.6. Call-Back suffixes are set in Infinity Supervisor in the Client Setup pages on the Call Behaviors page. Each client account can be configured for a dial string that is appended to the end of every dial-out that is made from that account.

Infinity Server Reports Infinity version 5.6 includes four new server reports: the Specials report, the Client Status report, the Disk Access report, and the Serial Volume report.

• The Specials report provides a list all undelivered Infinity specials on one or more Infinity client accounts.

• The Client Status report lists the current status of one or more Infinity client accounts.

• The Disk Access report shows how many reads, writes, and errors have occurred on each of the hard drives and tape drives since the last restart.

• The Serial Volume report shows the number of inbound and outbound jobs that have passed through each port since the last reset.

Dialout Guard Gives Ports Time to Reset After Each Dialout When a port is used for a dialout, the port may need time to reset before it can be used again. The Infinity Supervisor application contains a setting called the Dialout Guard Time that specifies how much time to wait before attempting another dialout to the same port. This setting is found in the System Setup pages of Infinity Supervisor. The recommended setting is two seconds.

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Infinity Supports Multiple VoIP Boards** Infinity version 5.6 supports multiple Voice Over Internet Protocol (VoIP) boards. The configuration settings for VoIP boards are located in the Infinity Supervisor application in the Boards and Ports setup pages.

Option to Exclude an Operator from Chat to All*Infinity Telephone Agent includes a chat feature that allows operators and supervisor to communicate with each other quickly and easily without interrupting calls. One of the features of the operator chat is the Chat to All option, which sends a text message to all operators and supervisors.

Infinity Telephone Agent now includes an option to exclude specific users from Chat to All messages. This option is located in Infinity Supervisor in the Operator Setup pages on the Advanced tab. If the “Disable Chat All” check box is selected in an operator’s advanced settings, that operator will not receive any Chat to All messages but will still receive messages sent specifically to that operator and will still be able to send chat messages.

Conference Bridge 64-Party Conferences***

AMTELCO’s optional Conference Bridge feature connects groups of people for audio conferencing. The maximum number of people that can join each conference has been expanded from 42 to 64, allowing 64 parties on each conference.

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The Disable Chat All option lets you block “Chat to All” messages from reaching specific operators.

MDR Service* AMTELCO’s Message Detail Reporting (MDR) is now a service that can be run on a server instead of a local PC. Message Detail Reporting (MDR) compiles detailed statistical information recorded by the Infinity automated call distribution system and can present it in a variety of reports. These reports can be used for client billing, sharing account information with clients, evaluating operator performance, and tracking system usage.

With the MDR service, a supervisor does not need to be logged into a computer that is running the MDR application. The MDR service can be installed on a server or a PC in a data station and can run in the background.

SMS Option Added to Auto-Digital Paging* The Infinity Auto-Digital Paging feature allows clients to send a callback number to someone through a touch-tone menu over the phone. This Brief Paging menu asks callers to enter the number that they wish to display on the recipient’s pager. This number can be sent in three 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, an alphanumeric pager, or an SMS device, including cell phones and Personal Digital Assistants (PDAs).

Web Offline Event* When the Infinity Web applications go offline, a Web Offline Event is created. The event sends a message to the Infinity system printer that says, “WEB station(s) offline.” The purpose of this message is to notify the system administrator that the Infinity Web applications are not available to users.

XDS Board Error Recovery and Reset* Infinity has the ability to notify supervisors when there is a problem AMTELCO XDS H100 board. When the system tries to send a request to an XDS H100 board, the board has 500 milliseconds to accept the command. If the board does not accept the command in that time period, a system event is created. The event sends a message to the Infinity system printer that says, “XDS Board Dead.” The purpose of this message is to notify the system administrator that the board needs to be reset or replaced. Meanwhile, the board will no longer be used by the system, but the system will continue to service other boards.

*Feature also available in the latest Infinity 5.51 release.

**�Some of the features and modules are available for an additional charge. Some features may also require additional hardware or software.

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