News Featured Call Center Village @ HTH 2025: Post-Mortem We attended Hackers Teaching Hackers 2025 this past week, running Call Center Village at our first security-focused conference.
News Featured Bring Your Own Recall A discussion of the impact of Microsoft Recall on remote agent BYOD in the call center and telephone answering service (TAS) industries
News Featured Key Loggin' The default LogLevel in recent versions of Web Agent Shell can result in unintentional keystrokes being logged to file.
News Featured Half-Updates Are Better Than None We fixed our videos, thanks for the report. We've also added a bunch of new content on Starbase, and made most Call Theory product documentation public!
News Featured Our Post-Conference Updates Some quick updates from our experience at NAEO conference this year!
News Featured Conference Is Coming Are you coming to NAEO 2025 in Fort Meyers? Meet Patrick and Jay and check out Call Theory Billing and Call Center Village!
Office Hours Featured The FCC is making a list, and checking it twice The FCC is making a list, And checking it twice; Gonna find out Who's naughty and nice. The FCC is coming to town
News Featured Mission Control Thanksgiving Updates New updates for Mission Control Dashboard just in time for the holidays
News It takes a village... Help me in making the Call Center Village a reality at a conference near you!
News Featured Extracting Genesis Statistics Learn more about Call Theory Billing, the advanced billing bridge for Amtelco-based call centers.
News Featured Billing from the ground up Planning information for Call Theory Billing, a new copyleft project from Call Theory.
Office Hours Featured You can sign up again One of the best ways to support me (without being a customer) is to share this newsletter with anyone who you think may benefit from it.
News Featured What do you want next? Do we build an Archive/Purge, Web Portal, or Billing System next?
Office Hours Scripting Session Updates This weeks Scripting Session has been cancelled - but also, videos are coming.
Mission Control Diff-using message summaries Revisions, Diffs, Fields, and Annotations now available in Mission Control - plus new screenshots on calltheory.com
Office Hours Doing AI the hard way. Data privacy is something that matters to me a great deal and I wanted to provide an option for customers interested in experimenting with current generation LLMs (Large Language Models) without sending information off-premise.
Office Hours 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
News Featured 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
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
News 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
