Software Updated in Release 1 — 2014

Spectrum Data Manager

Secure Delivery Server

Alpha Server

Email Server

Fax Server

SMS Server

Spectrum Agent

SmartScript Designer

On-Call Editor

Information Tables Editor

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Version 14.1.0.0

Telescan

Spectrum Data ManagerR1-14

including Agent, Secure Delivery and Communications Server

2014 Release 1

April 2014

OverviewThis document describes the enhancements made tothe programs listed at the right. Featured in thisupdate is a new set of web-based charts thatprovide insight into system and operatorperformance. Also featured are enhancements toSecure Delivery, including an integration withAmtelco's miSecureMessages.

In addition to the enhancements, various changesand corrections were made to the programs. Theseare listed at the end of the document.

Some of the enhancements and new featuresrequire that two or more of the programs beupdated. Please note the section below labeledOrder of Updating Programs.

Installing the UpdateIncluded in your shipment are instructions for updating each of the programs, alongwith the corresponding update CDs. These include:

1. Spectrum Data Manager, Secure Delivery and Comm Server R1-14

2. Spectrum Agent — Script Designer — On-Call Editor — Information Tables Editor R1-14

Order of Updating Programs

The recommended order for applying the updates is as follows: SDM, followed by the SecureDelivery Server and the Communications Server programs, then the Agent. The SmartScriptDesigner, the On-Call Editor and the Information Tables Editor may then be updated or installed onthe computers at which they are used.

Manuals and Additional Documentation

Manuals and other additional documentation may be found on the Spectrum Agent CD in a foldernamed `Telescan Digital Documentation'.

Carefully review the separately enclosed installation instructions and call with any questions.Phone support for the update is available from 9:00 AM to 5:00 PM Central Time at (314) 426-7662.

Spectrum Charts Pas'.

Allow DataOnly Agents

Chart:

Traffic Analysis

Start: Dropped Call Threshold:

04-10-2014 ii- 12:00 am 12 seconds

End: Service Classes:

04-11-2014 12 00 arn

Day of Week: Client Classes:

All Days

Frequency: Agent:

15 minutes

Get Chart Filter

Filter

Filter

SDM

e b Browser https://mySecureURIdsc/friqt.htral

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2014 RELEASE I

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PAGE 2

Spectrum Charts

A new feature has been added to the system that enhances the ability to analyze system and operatorperformance. It is titled 'Spectrum Charts' and is accessed via a web browser. Below is the initialscreen.

The web page and associated web services for Spectrum Charts are hosted by the Secure DeliveryServer and Spectrum Data Manager, as illustrated below.

The URL to the right of the 'Web Browser' in the diagram is representative of the URL that you willuse to access Spectrum Charts. You will substitute your Secure Delivery URL for the red portion andenter /sc/mgt . html following it. When the URL is entered in your browser, the SD Server willdownload the initial page and associated files of Spectrum Charts to the browser.

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Spectrum Charts

The layout of the Spectrum Charts web page is depicted below. At the top is the control section. Itremains at the top throughout. The requested chart will be displayed below it.

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Spectrum Charts

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This is the control section forSpectrum Charts. It consists ofvarious fields that establish thetime frame for the chart and a setof data filters.

Traffic AnalysisMos:" Ikon 14 X14 1240/01,14.otots, ,1/4411171 2014 1200.

Signed-In Time: All Agentsko,I11 201112.. 11.4,41.4 Aor11 1 5, 20111:0) 1. 14 • %%I Armw •ed 141 4144,1 Oo CAN • Fr, 0.16.1

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1.1 I./0141203AM • TI‘obtln •1/441I./01112CC . 1. 12 .44,1 VeVt

When a chart is requested, it isshown below the control section.More than one chart may beshown, depending on the request.

For example, a 'Traffic Analysis'will typically also include the`Signed-In Time' charts for thesame time period.

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Spectrum ChartsAccess to Spectrum Charts is controlled by User ID and Password, which must be entered in the twofields at the top of the control section.

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The User ID and Password are defined in SDM using the 'Operator Capabilities' window. To accessSpectrum Charts, the User ID must also have the 'Charts' capability enabled under 'System Reports'.

System Reports

1=13Periodic Summaries

3Operator Stats

j Agent Reports

3Charts

Whenever the 'Get Chart' button is clicked, the User ID and Password will be sent along with therequest for validation.

If they are not entered when 'Get Chart' is clicked, the following error prompt will be displayed.

ID and Password required

If the User ID and/or Password that is entered is not valid, or if the user does not have the 'Charts'capability enabled, the following will be displayed.

Server Response

Invalid UserlD or Password

Close

Chart:Traffic Analysis

Traffic Analysis

Agent ComparisonInbound-Outbound Calls

This initial release of Spectrum Charts has four Chart types available.

The chart of interest is selected using the picklist, as shown at right.

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Traffic AnalysisMonday, Ape 14..14 12 CO AM Tuesday, Apol 15, 201/1200 AM

a A' :AAA, NC

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PAGES

Spectrum Charts

Traffic Analysis - This chart combines bars and line graphs to illustrate call traffic over a specifiedperiod of time.

The first step is to establish the date and time range for the call traffic of interest.

The 'Start' and 'End' timeframe can specify a range spanningone or more days. The time-of-day portion of the timeframewill be interpreted based on the companion 'Day of Week'selection.

• If 'All Days' is selected, the start date and start time will determinethe first interval shown in the chart. The end date and end time will bethe last interval in the chart. The duration of an interval is determined bythe chosen 'Frequency' (see next page).

• If a particular day of the week is chosen (rather than 'All Days'), averagesfor that day of the week will be computed across the date range, and the start and end time-of-daywill represent a timespan to chart within the average day. For instance, you can do a TrafficAnalysis of all Wednesdays for a month or several months, isolating the charted traffic to aparticular span of time in the day, for instance 6am to 2pm.

Start:

04-10-2011

•

12 00 am 1]

End:

01-11-201.1

•

12 00 am 1;1Day

At 9:a1:: Vsefk:C.E.4,13m: INF

P r‘FIT:illienjCiarS:at)(111'dealSCI'aY

- Saturday

Sunday

Dropped Call Threshold:i 12 seconds

12 secondsE 11 seconds

16 seconds16 se.conds20 seconds

( 22 seconds

j

24 seconds26 seconds25 seconds

1.50 seconds

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Spectrum ChartsTraffic Analysis - (continued)

The call traffic will be charted in intervals of 15, 30 or 60 minutes, or daily ormonthly intervals, based on the selection made in the 'Frequency' picklist. ►

NOTE: Any particular chart will show a maximum of 100 intervals,primarily to preserve readability. So even though the start and end time maycover more than 100 intervals of the specified frequency, the resultant chartwill show only the first 100 intervals.

Frequency:

15 minutes1 .5 minutes30 minutesHOtirkDailyLIOntril)

In the 'Traffic Analysis' chart, three bars are stacked within each interval. The blue bar is 'AverageTime-To-Answer'. The green bar is 'Average Talk Time'. The olive bar is 'Average Outbound Time'.

ClAverage Time-To-Answer MIAverage Talk Time E lAverage Outbound Time

• Time-To-Answer is defined as the amount of time the call spends ringing or on hold after anannouncement/greeting before an operator answers the call. Calls that are not answered by anoperator are not included in the computed average.

• Talk Time is defined as the amount of time an operator is talking on an inbound call.

• Outbound Time is the amount of time an operator is connected to an outbound call. For a patch,this would only include the patch setup time. Other outbound calls include the entire duration.

The legend on the left side of the chart represents seconds and corresponds tothe size of the bars. To see the actual value represented by any individual bar,hover the mouse over the bar. A popup will appear that shows the actual time inminutes and seconds.

The line graphs that overlay the bars show the count of 'Calls Answered',`Calls Dropped' and 'Outbound Calls' within the interval.

n Calls Answered IA Calls Dropped El Outbound Calls

• Calls Answered and Outbound Calls indicate the count of each respective kind of call during theinterval. Patched calls are included in the outbound count.

• Calls Dropped are calls that were available to an operator, but not answeredbefore the caller hung up. The minimum queue time for a dropped call isdetermined by the selection in the 'Dropped Call Threshold' picklist.

ICalls Ar,s-ivered20

It should be noted that if 'All Days' is selected under 'Day of Week', a 'Signed-In Time' chart will alsobe presented that covers the same time period as the 'Traffic Analysis'. This will facilitate an analysisof operator activity during a period of time corresponding to the same interval in the traffic analysis.

A..ca;:. TIN 1,1 min 40 sec

Li

The legend on the right side of the chart is associated with thecounts depicted in the line graphs. The value of each point on a line can be determined

IT by hovering the mouse over the point.

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Service Class Filter

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Set All Clear All Cancel Save changes

If desired, the class or classes can beentered directly into the field manually asa comma-delimited list. Use of the popuppanel is recommended, however, toguarantee an accurate syntax whensubmitting the request.

A similar filter is available for 'ClientClasses'.

Client Classes:

Filter

If 'Service' and 'Client' class filters are bothused, the calls must satisfy both filters.

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PAGE 7

Spectrum Charts

Traffic Analysis - (continued)

In addition to time-related filtering, the calls included in the analysis can be filtered based on 'ServiceClass' and/or 'Client Class'.

For example, a 'Service Class' filter can be created by clicking on the 'Filter' button to the right of the`Service Classes' field. A popup panel will allow the selectionof the 'Service Classes' of interest.

Note also that if calls in the 'Traffic Analysis' are filtered by 'Service' or 'Client' class, the companion`Signed-In Time' chart will be unaffected. In other words, the time that an operator spends in one ofthe 'categorized' activities (see the following pages for a description) is not filterable based on thekinds of calls in the system.

The companion 'Signed-In Time' chart can, however, be filtered by Operator ID. An 'Agent' filter fieldis provided for this purpose.

See the following section that describes the 'Signed-In Time'chart for more information on setting up a filter by Operator ID.

The calls included in the 'Traffic Analysis' will not be filtered by Operator ID if such a filter isspecified.

Service Classes:C.N1 Filter

Agent:

Filter

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Spectrum Charts

Signed-In Time - This chart shows how operators spent their time while signed-in. The chartconsists of two parts:

• A stacked bar chart depicting the amount of time spent in each of the timed activities.

• An overlay of line graphs that show 'Calls Answered', 'Missed Call-Opportunities' and aing-Overflow'.

Signed-In Time: All AgentsMonday, Apnl 14, 2014 1200 AM ..., Tuesday, Arai 15, 20,4 12:00 AM • Total Answered • Missed Op Cats • 11,ng-Overflow

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While signed-in, an operator's time will be attributed to one of the color-coded categories listed belowat the left, depending on their current state and the call activity in the system. The system tracks theamount of time in each of these categories and illustrates the total in the stacked bars of the chart.

11111DataEntry-Intound

•Standby-Inbound

fa DataEntry-Outbound

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LI DataEntry-Calls 4 ,, allable

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An operator's current state will be either 'Standby', 'Data-Entry' or 'Break'.`Data-Entry' is any non-Standby state other than Break-mode. It includes messagetaking, dispatching and other normal agent activity. The operator's current state isthen associated with their telephony state to determine how to categorize the time.

The operator's telephony states are as follows:

o Inbound means they are on an inbound call.

o Outbound means they on an outbound call.

• Calls Available means they are not on a call, but inbound calls or inboundmessages are available to them for pickup.

• Clear of Calls means they are not on a call and no inbound calls or messages areavailable to them for pickup.

• Priority Hold (yellow) is timed separately only if the operator is in 'Standby' andnot on a call and has at least one inbound call in priority hold at their station,regardless if other ringing or holding inbound calls are available to them.

2014 RELEASE I SPECTRUM DATA MANAGER PAGE 9

Spectrum Charts

Signed-In

The line

• Calls

• Missed

• Ringrings.

The time

value is

A companionexample.

The pieThe legend

interval.

Available'interval.

Configuration—System

Time - (continued)

graphs that overlay

Answered is a count

Op Calls is a countstate (the 'red'

Overflow is the number

threshold for incrementingOptions'

6 seconds. You can adjust

pie chart is included

the stacked bar chart are defined as follows:

of the total number of calls answered by

of the number of times an operator wasstate) for longer than a system-specified

of calls that heard an announcement

this Missed Op Calls counter ispanel. A new field has been created

it in a range of 1 to 99.

all operators in the associated

in the 'Standby-Callstime within the associated

after a prescribed number

defined in SDM on the 'Systemfor this purpose. The default

chart. Below is an

of

Agent Metrics r.___Missed Call-Opportunity (Sec) 16

with the 'Agent Signed-In Time' interval

Wednesday, Apri 9, 2014 12,00 AM : Thursday. April 10, 2014 12.00 AM 02 Agent Melft. reCO30S)

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chart gives a composite view of the categories of time across all the charted intervals.in the upper right of the chart gives the percentage of time spent in each category.

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Signed-In Time: MK4 - Mike KelsoMonday, April 14. 2014 12:00 AM to 11:45 PM • Total Answered • Answered by MK4 • Missed Op Colts by MK4 • Ring-Overflow

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2014 RELEASE I

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PAGE 10

Spectrum ChartsSigned-In Time - (continued)

It is possible to filter the data in the Signed-In Time' chart by Operator ID, as illustrated below.

The following page shows how to set up the filter.

If a single operator is chosen, two of the line graphs show counts for the specific operator, while theother two continue to show total Calls Answered and total Ring-Overflow.

The title on the chart will be adjusted, based on the filter:

• All Agents indicates that all agents were included.

• Various Agents indicates that a filter was applied, but more than one agent is included.

• An Operator ID and Name (if available) indicates that one specific operator is included.

Agent Filter

3 DK9 - Debbie ic).111-xar)

3 JK1 - Joel Kwy

3 KW5 - Karen Wolfing

3 MK4 - Mike Kelso

3 MSC - Matt Qiyslc

3 OCC - On Call

SD4 - Sue Donaldson

3 SSN - Stephanie Stuart

Set All Save changesClear All Cancel

2014 RELEASE I

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PAGE 11

Spectrum Charts

Signed-In Time - (continued)

The 'Agent' field is used to restrict the chart to one ormore specific operators. Once a chart for a specifiedtimeframe has been displayed, it can be filtered byoperator by clicking on the 'Filter' button to the right ofthe 'Agent' field. A popup like the one below will appear, showing all the Operator ID's that weresigned in during the time period. You can use the checkboxes to select the operators that you want toinclude in the next requested chart.

If the 'Filter' button is clicked prior to displaying a chart that included operator information, thefollowing prompt will appear.

Agent Filter

Agent list has not been established

Since it is possible for an operator to be working in a `DataOnly' mode (Telephony Disabled'), you willprobably not want them to be included in a chart that is analyzing call traffic. If you do want toinclude them, check the checkbox labeled 'Allow DataOnly Agents'.

Allow DataOnly Agents

Agent:

Filter

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PAGE 12

Spectrum Charts

Agent Comparison - This chart allows you to compare the 'Signed-In Time' categories for one ormore operators within a specified time range.

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Agent Time ComparisonWednesday, April 9, 2014 12,00 AM to Thursday, Apnl 10, 2014 12:00 AM • Answered • Messages Taken • Missed Op Calls

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The green, maroon and red dots that overlay the stacked bar chart for each operator are as follows:

• Answered - Total calls answered by the specific operator.

• Messages Taken - Total messages taken by the specific operator.

• Missed Op Calls - Total 'Missed Call-Opportunities' by the specific operator. This is a count of thenumber of times an operator was in the Standby-Calls Available' state (the 'red' state) for longerthan a system-specified time within the associated interval. The time threshold is specified by asetting in SDM (see Page 9).

The legend on the right side of the chart corresponds to these counts.The exact value of a dot can be determined by hovering the mouse over the dot.

The Agent filter can be used to restrict the chart to selected operators. See page 11 for instructionson setting up an Agent filter.

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Inbound-Outbound Call Counts

Wednesday, Apra 9, 2014 12:00 AM to Thursday, April 10, 2014 12:00 AM

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2014 RELEASE I

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PAGE 13

Spectrum Charts

Inbound-Outbound Calls - This chart allows you to view the counts of inbound and outbound callswithin a specified time range.

The counters included in this chart are a reflection of the 'Periodic Summary' report that SDMprovides. A 'Dropped Call' uses the definition from that report and is not customizable.

The counts are defined as follows:

• Presented is a count of the total number of calls presented to operatorsduring the interval.

• Answered is a count of calls answered by operators.

• Ring Overflow is the number of calls that heard an announcement aftera prescribed number of rings.

• Dropped is a count of the number of calls that were presented to anoperator for longer than 6 seconds, but not answered before the callerhung up.

• Dialouts is the number of operator dial outs, not including patches.

• Patches is the number of patched calls.

Presented

Answe red

MI Ring-0,,,.erflow

Li Dropped

Dialouts

Patches

2014 RELEASE I

SPECTRUM DATA MANAGER PAGE 14

Spectrum Charts

Inbound-Outbound Calls - (continued).

By narrowing the timeframe of the chart, greater detail is discernible.

Inbound-Outbound Call CountsWednesday, April 9,2014 06:00 AM 1:-. Thursday, April 10, 2014 12 00 AM

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As with all line graphs in Spectrum Charts, the value of a point can be determinedby hovering the mouse over the point.

With this first version of Spectrum Charts, new possibilities for analyzing system and operatorperformance have been created. We look forward to enhancing and adding to this initial basic set ofcharts in future updates.

Agent Signed-In Time Report

A tabular report of Agent Signed-In Time statistics is available through the mainSDM interface under 'View', 'Operator Statistics'. A new report option has beenadded for this purpose. The information is available both as a textfile (shown below) or as a comma-delimited file for spreadsheet use.

Report

Activity Counts

Activity Per Hour

On-OH

0 Signed-In Time

i,berattr Signed-In l'ime Feb,rt

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CT, Str, Time Peri.3

I High Totali High Totall High Totall High Tota111 High Total! Eigh Total! Eigh Total C .rer I Eigh T.talll High Total' 7tta1 Time

la , 13 23-Fet-14 23:45-00:01 0:11 3:14 0:03 0:04 0:03 0:00 0:04 0:10 0:03 3:00 0:04 0:04 0:10 0:10 13:22 14:11 0:23 0:00 14:55M3" 10 24-Fe3-14 30:00-00:15 1:40 2:12 0:31 0:31 0:30 0:00 0:09 0:13 0:29 0:50 0:00 0:01 0:09 0:17 4:02 13:51 0:00 0:00 15:30MI."Itl."

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2014 RELEASE 1

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PAGE 15

Secure Delivery

Integration with miSecureMessages

A new option has been added to Secure Delivery that allows a client to receive and reply to theirmessages using the Amtelco miSecureMessages App. The integration of MSM with Secure Deliveryand SDM has been done in a way that allows dispatching agents to post secure messages in the samemanner, regardless of whether the client is using the Secure Delivery App or the MSM App.

If the client is using the MSM App, they will still be assigned a Client ID within App: MSM

the Secure Delivery database, but their 'App' type should be set to `MSM'. SDS

The ClientID should be set to their MSM 'Contact' name. This will identify them 'DL'vt

to the MSM server when a message for them is handed off to the MSM server. HLD

Notification

The MSM server will take care of notifying the client through the MSM App, so the 'Native'notification setting for an MSM client is ignored by the Secure Delivery Server. However, it is stillpossible to notify the client using SMS, Email or Alpha. If this type of notification is desired, fill inthe appropriate fields in the client definition, as with a Secure Delivery client.

Marking a Message as 'Read' or 'Completed'

When the MSM client views the message, the Secure Delivery server is notified. If the client's SecureDelivery 'Auto-Mark Delivered' option is set to 'Viewed', the message will be moved to the 'Delivered'list.

The MSM client can also mark the message as 'Completed'. This would correspond to the SecureDelivery App's 'Completed' status for a message and can also be used as a trigger to move themessage to the 'Delivered' list.

Replying to a Message

The MSM client can reply to a message. This will cause an 'Inbound Reply' to be queued for adispatching agent . Such replies will appear identical to those received from a Secure Delivery clientand will be integrated directly into the original message.

Receiving a Message from an MSM Client

An MSM client can create and send a message to be queued for an agent. This operation in similar toa Secure Delivery client sending a 'Note' to the service. At this time, the operator does not have themeans to engage the client interactively, but they can, if need be, create and post a message back tothe client.

miSecureMessages Interface

Setup Test

Serve r msrnser;er. corn

License 14.0g743

Corr,ect

Save Settings

Online

Disconnect

C-1 l] 1011Mai,".11

t'essa;e Timer StartedDatabase Opened

Database 0 `Spectrum Data SOS db3

Browse Save DB Path I Clear Log

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PAGE 16

Secure Delivery

Integration with miSecureMessagesIf the MSM interface is enabled on your system, a separate configuration program is provided. Itsmain window consists of two panels.

The 'Setup' panel provides the required connection information for interfacing to the MSM Server.The connection information will be provided to you as part of the process of setting up to usemiSecureMessages. The sample below is for illustration only.

The 'Setup' panel also informs the program of the location of the Secure Delivery database, and itprovides a scrolling real-time log of MSM events.

The 'Test' panel provides a means to test communications with the MSM server or with a particularclient. You can send and receive test messages through this interface.

a;) rmSecureNlesages Interface

Setup Test

Contact Ca den From_ caden userName caden

Subject Deer Season Subject NJA

Message Is rt too early to think about deer season) Message Ica, dream about t,

Send Device cadend

Contact your Amtelco sales representative to get started with miSecureMessages.

2014 RELEASE I

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PAGE 17

Secure Delivery

Alternative Message Formats

Two new message format options are provided that allow a message to be viewed in a larger font.

A picklist has been added to the Client setup to allow thisto be selectable for each client.

Message Format:

• The default is 'With Labels', which is the setting that retains the labelsand line formatting that the operator sees when taking and deliveringthe message.

. SMS -StyleNo Labels

• `SMS-Style' formats the message content in the same way as when viewed in an SMS, with labelsand line formatting removed.

• 'No Labels' will preserve the line formatting, but strips out all labels.

`SMS-Style' and 'No Labels' format will show the message content in a larger font when the messageis 'Viewed'.

I>

rAto rt mi

Messe e Actions

Complete Reply Forwerill

ROBERT VORNBERG (rsmith)

Taken by SYS Wed Dec 11, 2013 at 01:17pm

From: THE ANSWERING SERVICENC 8, Tel*: 3144267662Msg:

Moot MoO:

Recipients:Dr. Robert Smith

1

Message Actionsty Complete Li

ROBERT VORNBERG (rsmith)

Taken by SYS Wed Dec 11, 2013 at 01:17pm

THE ANSWERING SERVICE3144267662

Recipients:Dr. Robert Smith Viewed: 15•APR•14 12:54 PM

With Labels No Labels

Note 'Read' Status

When a 'Note' is marked as 'Read' by a client,an audit trail will be kept within the 'Note' sothat the sender and any other recipients candetermine when and by whom the 'Note' wasread.

ii ; Create 'Op o...

To; Dr. Charles Jones,floger You ng,Dr. Robert Smith Tc.day at 12.43:-n

Reminder: the meeting is at 1:30pm.

Roger Young read a 11 -..le later

(Dr. Robed Smith read ''? ii %tee la!sr ). _

MI To: Judy's Tablet 1-M., Apr 3. 2C14 a: 11.14311

Thank you

Judy's Tablet read:et ,,n a 'n^,te_)

Judy's Tablet coTina,trad wt,, a 11%1s

Your are welcome

2014 RELEASE 1

SPECTRUM DATA MANAGER

PAGE 18

Secure Delivery

Hidden Members in a Group

It may be desirable for some members of a group to be 'Hidden' and not selectable as the recipient of a`Note' from other members in the group. They may be a supervisor who wants to be able to send a`Note' to anyone in the group, while restricting other members of the group from initiating a 'Note' tothem. To accommodate this, a new 'Status' field has been added to the 'Group' table.

Groups: toup'ID Description Stelus

r; Join Clinic Regional Clinic CommonCLINIC 100 St. Joseph Hospital Common

+1 Depart Service Telescan Service Group Hidden

I .114-) StatusVORNBERGcj

Vornberg Family Grouprri

Common

By default, a member will be a 'Common' member and accessible to other members of the group.A 'Hidden' member will not be displayed in the recipients list for the group within the SecureDelivery App, not even to other 'Hidden' members. The 'Status' button (shown above left) can be usedto change the status of a member.

When adding a member to a group, a checkbox controls whetheror not the new member should be 'Hidden' or 'Common'.Check this box to make the member 'Hidden'.

Add Client to Group

Group ID:

Client ID:

-------------40.

iClinic

IYET111111

Hidden

Save i I_ Cancel

(?()

Sending a Note to all Members in a Group

When selecting recipients for a 'Note', you can now select all members of a group by tapping on thegroup name. Tapping the group name again will toggle all members to a de-selected state.

Auto-Logoff after 4 Hours

A new option has been added to the Secure Delivery Appand to the client setup window that configures the App toauto-logoff after 4 hours of inactivity.

After 5 minutes

After 4 hours

After 1 day

Stay Logged In

2014 RELEASE I

SPECTRUM DATA MANAGER

PAGE 19

Agent - Outbound Caller ID Override

The Agent and R1-14 Prism now have support for a command packet from Agent to Prism to controlthe Out-bound Caller ID. It is sent by the Agent to Prism as a result of the operator selecting ahypertext command. The new hypertext command has four variations, depending on the need:

1. Place an outbound call using a specified caller ID

2. Place an outbound call using the Prism's default caller ID

3. Specify a caller ID to be used on subsequent outbound calls from the station that are manuallydialed or dialed using older-style hypertext

4. Revert to the Prism default caller ID for subsequent calls

For variations 1 and 3, the specified caller ID will remain active for subsequent outbound calls fromthe station until a new account is displayed or another command of the above type is issued. When anew account is displayed, the Agent automatically sends variation 4, thus causing Prism to revert toits default caller ID.

Here are examples of the new hypertext command.

Variation 1: Place an outbound call using a specified caller ID

{Dial Telescan&&"D1:3144267662:7325554000"}

Note the double ampersand and the double-quote-marks. There are three fields after the 'D',separated by two colons (':') .

The first field is used to explicitly choose a particular outbound dial group from 1 to 4, correspondingto the TALK1, TALK2, TALK3 and TALK4 keys, when manually selecting a group. This field can beomitted, as in the example below.

{Dial Telescan& &"D: 3144267662: 732554000"}

NOTE: If the Dial Group is omitted, then it is imperative that Prism be configured with a defaultusing the 'Auto Patch Group' value, which is set on the 'Dial Control' tab of Prism's 'System Settings'window.

The second field is the number to dial. If omitted, no dialing takes place (variations 3 and 4).

The third field is the outbound caller ID.

Variation 2: Place an outbound call using the Prism's default caller ID

{Dial Telescan&&"D:3144267662:"} or {Dial Telescan&&"D2:3144267662:"}

Variation 3: Specify a caller ID to be used on subsequent outbound calls from the station that aremanually dialed or dialed using older-style hypertext

{Set the Caller ID for one or more subsequent outbound calls&&"D1::7325554000"}

Variation 4: Revert to the Prism default caller ID for subsequent calls

{Revert to Prism Default Outbound Caller ID&&"D::"}

Find and Remove Scheduled OnCall

Monday , April 14, 2014

IWednesday, April 30, 2014

nclud ems that span the timef

Dr Bell

Nkilbat

Starting Date

OneaII

Account: 0000

On Call: Dr Bell

For: HOME VISITS

Start Time: Apr-14 2014 15:00

End Time: Apr-14 2014 22:59

(2nd Shift)

Modified by: admin at 13:36 on Apr-02 2014

X Delete Skip X Delete All asi Cancel

Remove Scheduled Item (1 of 17)

2014 RELEASE I

SPECTRUM DATA MANAGER PAGE 20

Outbound Caller ID Override (continued)

If used in a Contact Method of the OnCall Scheduler, the command would look something like thefollowing:

EtmD1:3144267662:7325554000"

This follows the convention that commands in a Contact Method contain only the pure commandportion, which for a screen-based command, is everything following the first ampersand and notincluding the closing brace.

Play Voice Logger Recording of Retained Message

You can now access the voice logger recording for a 'Retained' message. The 'Retained' message list isaccessed by pressing Alt-Redeliver. After a message is displayed,you can right-click on the FOR field of the message. If a recording isavailable, the option shown at right will appear in the pop-up menu.

On-Call Editor - Find and Remove

The On-Call Editor has been enhanced with the ability to search for and remove(delete) all ocurrences of scheduled items that match certain criteria. A newbutton has been added and placed to the right of the 'Replace' button, labeled 'Remove'.It displaces the former 'Import' button that had occupied the samearea of the window. The 'Import' function is now accessed from Import Schedule

the 'Setup' menu using a new menu item labeled 'Import Schedule'.

a itirej.oggtr qiiiding

Replace 3 Remove

When the 'Remove' button is clicked, the windowat left will appear. Fill in the Starting Date andEnding Date and other allowed criteria. Then clickon the 'Find First' button. The window below willappear.

Use the buttons 'Delete', 'Skip', 'Delete All' or 'Cancel'to work through the matching items. Note that the`Cancel' button merely stops the process;it does not un-do the prior deletion of any items.

2014 RELEASE I

SPECTRUM DATA MANAGER

PAGE 21

Changes and Corrections

Spectrum Data Manager

1. The maximum hypertext command length has been increased to 1024 characters. The previous limit was512. This was done primarily in support of Agent Browser applications that upload entire messages usinghypertext.

2. SDM will now observe the global override that allows work to be assigned to 'On Break' operators for allassignable work. Prior to this, the override only affected the assignment of incomplete page tickets todispatch operators.

3. The Operator Capability 'Operator Stats' under 'System Reports' must now beenabled for an operator to be allowed access to the operator statistics pop-upfrom the 'System Status' window. The pop-up is accessed by right-clicking on astation row in the 'Station Activity' panel.

4. When adding a Client to a Group in Secure Delivery, the 'Show All' button forgroups is now implemented. Prior versions did nothing when this button wasclicked.

5. The 'Extract Tickets-To-Text' tool has been improved. The search text for the FOR field and the Delivered-To field is no longer case-sensitive.

6. A correction has been made in the filing of a Page Ticket when either 'A', 'F', or 'H' is entered in the 'Type'field. If the intention is to post the associated message to Secure Delivery, but the system cannot determinea valid Client ID for the message, an error prompt is displayed to notify the operator. Prior versions wouldalso proceed to file the page ticket, which could lead to a corrupted page ticket list for the operator. Thishas been corrected.

7. A correction has been made to the handling of 'Incomplete' work. If the operator had just finished filing amessage with the green 'PAGE' label showing, and then proceeded to access the 'Incomplete' work, thesystem would erroneously associate the 'PAGE' label with the next message pulled from the 'Incomplete'list. If subsequently the PAGE key were pressed, the prompt to remove the 'PAGE' label would bedisplayed, thus confusing the operator and leading to the possibility of a message not being dispatchedproperly. This has been corrected.

8. A correction was made to the 'AMR-to-Text' tool. The MLI field was being truncated at 3 characters. It is 4characters in length. This has been corrected.

Secure Delivery

1. The Android version of the App will now prompt the user if they are about to log off as a result of pressingthe 'Back' button. The user is given the option to stay logged in before exiting the App.

2. The Secure Delivery App will now show Credit Card Numbers when present in a message. Prior versionssuppressed them. This opens the App to applications that require the secure delivery of this kind ofinformation.

3. The timeout used by the App when waiting for responses from the Server is now set at 10 seconds. Priorversions used the default setting of the phone or web browser, which could vary, but were typically longerthan 30 seconds, and often one minute or longer.

4. The Server's interface to the Apple Notification Service has been improved with additional exceptionhandling.

5. A 'Note' can now be as short as one character. The prior version would ignore a 'Note' less than 3 characterslong.

System Reports

" periodic Summaries

/ Operator Stats

,/ Agent Reports

, ,/ Charts

2014 RELEASE 1

SPECTRUM DATA MANAGER

PAGE 22

Changes and Corrections

Communications Server

1. The SMS Server has been improved with additional exception handling when processing a completed job.There was a 'window of time' in which an exception (very rare in occurrence) would cause the program tostop processing jobs.

2. The Email Server will now allow a 'Subject' override within a group definition to replace the 'Subject'provided by Prism when emailing a voice file to a group.

3. The Email Server is capable of encrypting a file attachment containing messages when sending the file viaa group definition. The password associated with the encrypted file is normally hidden from view. If asupervisor needs to recover the password, they can do so by placing the cursor in the password field andpressing Shift-Alt-? This will cause the password to be visible. Pressing Shift-Alt-? again will toggle thedisplay off.

4. The Email Server's interface to an SMTP Server is protected by a timeout. The length of this timeout isnow adjusted dynamically based on the operation being performed. The timeout on an attempt to connect tothe SMTP Server is 3 seconds. Once connected, the timeout is adjusted based on the type of message beingsent. For regular messages with no attachment, the timeout is set to 5 seconds. An email with a text fileattachment has a timeout of 10 seconds. Voice file attachments are given a GO second timeout.

5. The 'Inbound Mail Accounts' feature in the Email Server has been enhancedto allow any particular entry to observe the associated account's 'ON-OFFschedule in the AMR. This is done by placing a percent-sign at the end of theaccount number in the table. Note the example at right.During the period of time that the account is 'OFF' in the schedule,inbound emails that correspond to this entry will be discarded.If the account is 'ON', the email will be forwarded to an operator.

6. The Email Server 'Internet Information' window has been simplified,removing the picklist for 'Connection' and the 'Hang-up After' field,both of which are no longer used.

Setup internet Information

Primary ISP

Sender E Mail Address [..=.21=121 Retry Limit I 3-

Reply-To Address Iiiobv@telescan.net

Setup Inbound Mail Accounts

Determine Account for Inbound I,

I for Account as 'User Nz

r Look for Account on Subject

k Determine Account based on

If based on 'Sender' or 'large

Account Email Address0000 telescanbobv@gmai0000% jschulte@telescan.n

Agent

1. A correction was made to the formatting of a Patch/Dialout ticket when using the 'Enhanced MessageDisplay' mode.

Script Designer

1. A correction was made to the Script Designer's installation program. It was creating a folder named 'Data'in which to store the zip code files. The folder should have been named 'Database'. This has been corrected.