R1-22 Brings Updates and New Features to Spectrum

Telescan released the R1-22 Update Software. This release provides several updates and introduces some all-new features for Spectrum users.

Prism II has a new ‘destination’ option available for the ‘Connect’ path in Prism II’s Directory. The new ‘destination’ format is designed to allow transferring an inbound call to another number upon successful entry of a passcode by the caller.

Some TAS managers have reported significant charges on their phone bill after an operator connected a caller to 911 for an emergency. In response to this, outbound calls to 911 are now disabled unless an outbound 911 Caller ID is defined in the Prism II ‘Switch Settings.’

Prism II now allows inbound and outbound calls to be put in a ‘Parked’ state. This is Prism II’s correspondent to Legacy Prism’s ‘Meet-Me Patch’ hold state, however with more options, since Prism II allows outbound calls to be ‘parked’ as well as inbound calls. In order to prevent inadvertent parking of calls, Agent II will now prompt the operator to confirm that ‘Park’ is the intended state for the call.

Another new option allows you to show the caller’s name (if available) in the Call Queues Window at an Agent station and in the Prism II Inbound Call Status screen.

Some network environments place special requirements on the configuration of SIP audio. Agent II now has additional configuration settings that allow for it to adapt to certain special network requirements. There have also been improvements in Agent II’s ability to recognize and adapt to differences in some USB SIP headsets.

SDM now allows you to define a Transmit Script step with an identifier enclosed in double quotation marks preceding an alpha pager ID, email address, and SMS cell phone number. The purpose is to make it easier to identify the client associated with the various transmit destination steps.

A new record type is available in the ‘Search Call Records’ window in SDM. You can now create a report of messages posted to Secure Delivery. A new set of filter criteria has been added to support this.

Telescan and Amtelco are focused on providing call center solutions that meet or exceed customer expectations and are backed by top notch service and support. Millions of telephone calls are processed every day by our systems and software in operation in all 50 of the United States and more than 20 foreign countries. By working closely with customers, Telescan and Amtelco continue to develop innovative features and products.