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Support for call centers

The Magic Number

Mission Control

The Magic Number

It's hard to make compression sound cool. The closest thing was probably Pied Piper - but the recent attempted supply-chain attack against the widely used xz library will probably make one heck of a Darknet Diaries episode soon. We're going to focus on something a little less cool: compression in

Pop quiz, hotshot.

Pop quiz, hotshot.

This week marks the first IS Scripting Assessment as part of the new Call Theory IS Scripting Sessions. As a result, I have added some new training content for future use in the course - available to all paid subcribers regardless of plan level. I'm also including the initial PDF

Tracking Changes in Crystal Reports

Tracking Changes in Crystal Reports

It can be both a positive and negative when a vendor continually updates reports for you: on one hand, you are getting updated reports to ensure data accuracy - but on the other hand: do you really know what's going on under the hood? Looking at the Amtelco ecosystem, I

Automatic Asterisk certificate renewal in a futuristic world (created by AI)

Automatic TLS Renewal for Genesis

Asterisk - and therefore Amtelco's Genesis - requires the use of a valid certificate for WebRTC clients. This enables our agents to take calls from more environments as the ecosystem continues the march towards the inevitable web-based future. Right now, the current recommendation has been to purchase a TLS certificate

Amtelco IS Scripting Sessions

Office Hours Featured

Amtelco IS Scripting Sessions

In addition to our normal Tuesday afternoon office hours, we're adding a new ongoing structured training program called Scripting Sessions. The goal is to offer ongoing Amtelco Intelligent Series training instead of waiting for quarterly or annual sessions from industry sources that repeat the same stuff over and over again.

Office Hours Cancelled: 11/14/2023

Office Hours Cancelled: 11/14/2023

I'm under the weather today and will not be holding office hours. See you next week.

Office Hours Cancelled: 11/07/2023 (Please Vote)

Office Hours Cancelled: 11/07/2023 (Please Vote)

Today is election day in Ohio; among many other US states. Please take the time to learn about the issues and candidates in your area and vote! See you next week!

Office Hours Agenda: 10/24/2023

Office Hours Agenda: 10/24/2023

Ever have one of those times where you were confident you would meet your deadline but then didn't? I'm having one of those weeks. Last week was cancelled and this week was supposed to be a subscriber-only preview of the new changes to Call Theory and the Mission Control Dashboard.

Office Hours Cancelled: 10/17/2023

Office Hours Cancelled: 10/17/2023

10/17/2023 office hours are cancelled

Office Hours Agenda: 10/10/2023

Office Hours Featured

Office Hours Agenda: 10/10/2023

Last week we had some fun with the National Weather Service API and looked at some different methods of using OAuth flows that are compatible with Amtelco scripting. Call Theory Weekly Office Hours - Tuesdays at 3pm Eastern! Join us for this week's office hours today at 3pm Eastern -

Office Hours Agenda: 10/03/2023

Office Hours Featured

Office Hours Agenda: 10/03/2023

I decided to try something new this week: I'm sending the agenda out a few hours before the session. The idea behind it is that you won't forget about it as easily since it's fresh in your mind. Also, I hit snooze on my reminders to send this out. Maybe

Office Hours Agenda: 09/26/2023

Office Hours Featured

Office Hours Agenda: 09/26/2023

Our Scripting Space Camp is officially over...but that means that our weekly office hours are back! Call Theory Weekly Office Hours - Tuesdays at 3pm Eastern! We're working on some changes - and this newsletter is the first of those changes that you will see: we're publishing our weekly

The Next Steps for Call Theory

The Next Steps for Call Theory

It's Patrick again. I've alluded to various changes coming to Call Theory, so it's time to explain those in detail - along with the decision making behind the changes. As Ray Arnold in Jurassic Park said: "Hold onto your butts..." Expected Changes Call Theory subscriptions are now focused on the

2023 Scripting Space Camp - Chapter 2

2023 Scripting Space Camp - Chapter 2

Hey, it's me (Patrick Labbett) again. We've had a good time this summer working with everyone - and we're getting closer to the end. I wanted to write a new post updating what's remaining amid the schedule changes - the previous post is still available for reference - but please

Call Theory is expanding our audience and community.

Call Theory is expanding our audience and community.

I've made the decision to expand Call Theory into a novel business direction: a residential managed services and technical support provider - including device repair for computers, phones, tablets, and select consumer electronics.

2023 Call Theory Scripting Space Camp

2023 Call Theory Scripting Space Camp

2023 Scripting Space Camp - Chapter 2Hey, it’s me (Patrick Labbett) again. We’ve had a good time this summer working with everyone - and we’re getting closer to the end. I wanted to write a new post updating what’s remaining amid the schedule changes - the

Immediate Need Support

Immediate Need Support

Based on recent customer feedback, I've added a new scheduled support option for immediate need appointments - things that you need help with today but maybe don't quite count as an emergency. Comes in handy when you need same-day help with a call center script template! Immediate Need calendar appointments

Switch to 3CX Web Client (like, now.)

Switch to 3CX Web Client (like, now.)

There is an active 3CX issue that is affecting the 3CX Windows Desktop App. The 3CX CEO is currently recommending you use the webclient. Instead of your normal 3CX url, you will add /webclient to the end. So if you are setup as https://example.3cx.us you would go

Streaming Hold Music

Mission Control

Streaming Hold Music

Back in the second half of 2022, I started working with Jay, an Asterisk subject-matter expert with a McGuyver-like quality to him. Case in point: We forgot to bring a null-terminated serial cable adapter for console access to a firewall we were working on. The customer was in the middle

Call Theory WCTP Gateway for the Amtelco eco-system

End of Active Development for WCTP Gateway

We would like to inform the Amtelco community that we will be ending active development for WCTP Gateway, our open-source project that provides a gateway between Wireless Communication Transfer Protocol (WCTP) and API Telecom Carriers like Twilio, ThinQ/Commio, Sunwire, Bandwidth.com, and more. This means that we will not

Dashboard Timeframes and Board Check improvements

Mission Control

Dashboard Timeframes and Board Check improvements

A small, but meaningful update to Mission Control is on it's way! * The dashboard now has a Per User theme setting allowing you to set the default rolling timeframe for the dashboard statistics: Last hour, Last 24 Hours, or Since Midnight * The dashboard will now indicate the timeframe in the

It's scary out there.

It's scary out there.

It's almost Halloween (one of my favorite holidays) - but it's not just costumed-creepers and ghastly-ghouls that you need to be aware of. Read on...if you dare! Upgrade your 3CX to v18 before November 30th If you use 3CX for Operator Audio, PBX, or other general phone system operations

Oops, I did it again.

Oops, I did it again.

Yeah - I changed up my newsletter platform again. I'm sorry - but also, not sorry! While there were a lot of upsides with Revue - my previous newsletter platform - I decided to go the self-hosted route with Ghost instead. The primary difference maker for me was the ability

GLTSA+ASTAA

This upcoming weekend is the GLTSA/ASTAA Annual Meeting in Pittsburg, PA.