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The ultimate call dispatcher you have been ever longing for
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The most advanced ACD for any business
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Queue Manager is the ACD (Automatic Call Distribution) for handling and dispatching incoming telephone calls.
Allows you to actively handle multiple queues, dispatching calls to different operators according to specific dispatch algorithms, add customized courtesy messages according to a time, day and holiday schedule and to analyze your queues in detail thanks to the advanced, real time statistics.
Queue Manager is available in two versions:
- Professional
- Enterprise
Check the differences on the Features tab.
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Queue Manager Enterprise improves the way companies handle group calls (ie. sales, administration or support team) thanks to an application accepting and presenting inbound calls with customizable messages, that dispatches calls to group agents using different methods according to: inactivity, priority, skills.
Queue Manager Enterprise does not require a software bar for agents. They will just keep on using their phones to receive calls, log on\off their group, thus never modifying their habits.
Used in combination with Blue’s Attendant Enterprise, it provides top efficiency, guaranteeing operators and supervisors with a total control over handling inbound telephone traffic. Furthermore, thanks to the web interface, or from their Blue’s Attendant Enterprise, supervisors will be able to check, from any station, the status of queues\groups and force the login\logout status of the agents.
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Customizable queues and courtesy messages for all your needs
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Unbeatable when combined with Blue’s Attendant
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Thanks to a convenient Web interface, you can define different queues, each made up of a number of operators, and add different courtesy messages according to a time, day and holiday schedule, or even specific events in case offices are closed (ie. Transfer to voicemail). An inclusive set of professional messages and courtesy hold music are included in the application for an immediate use.
QME also allows a smart inbound traffic management thanks to an efficient call handling and dispatch system to operators, by defining call distribution policies based on inactivity, priority and other criteria.
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For those agents looking for a PC tool for handling calls dispatched from queues, Blue’s Attendant is the perfect match to this solution as it provides a tool that integrates with Queue Manager Enterprise, thus displaying a call list for each queue, with waiting time and number of calls, even showing the caller’s name when combined with Speedy Enterprise!
Thanks to Blue’s Attendant, agents will be able to interact with queued calls, reserving a call to be dispatched and logging on\off selectively on the queues they belong to.
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Advanced statistics for a real time, comprehensive monitoring
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Configure a queue in 4 clicks!
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Queue Manager Enterprise allows to analyze queues, thus offering the chance of rectifying methods and improving provided services. You can therefore get hold of detailed analysis and receive answers you were looking for. Some examples:
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How many calls am I receiving and how are these distributed among queues\groups?
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What is the trend of the day or month?
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What is the level of the service I am offering my Clients?
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What is the efficiency of my operators?
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Is my system counting enough channels and operators?
Real time queue analysis may be projected onto a Wallboard display in order to constantly monitor events and immediately apply adjustments and corrections to inefficiencies.
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Create a queue, define its behaviour when open and closed, apply the behaviour directly onto the calendar and assign customized messages. Never been so easy.
The special configuration wizard in 4 steps allows to define all you need for basic operation and decide later about customizing advanced behaviors such as unmanned queue, max accepted calls, max permanence time, messages for the telephone display of the agent and much more.
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VIP management
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In combination with Speedy Enterprise phonebook, you can define VIP caller lists and offer a privileged treatment so that they can automatically and immediately reach the top of the list.
We have put together the experience in this field and concentrated in a product offering call centre performances, the simplicity that is required to gain access to every single company.
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Queue Manager Enterprise is based on SIP protocol and supports compressed encoding such as G.729. It is natively integrated with Unified Communication Systems and does not require additional elements for data conversion, nor analogue\digital interfaces.
It is also capable of monitoring agent telephones via TAPI interface, where available, in order to provide a better call distribution management.
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Characteristics
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Queue Manager
Professional
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Queue Manager Enterprise
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Web based
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yes
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yes
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Multiple queues support
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maximum 4
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100 per server
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Queue shared operators
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maximum 30
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250 per server
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Queue Login/Logout from telephone
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yes
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yes
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Operator, message, timer definition for each queue
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yes
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yes
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Basic history statistics
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yes
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yes
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Advanced history and real-time statistics
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-
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yes
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Queue Login/Logout via web interface
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-
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yes
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Advanced call distribution algorithms ate
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-
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yes
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Service time schedule management
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-
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yes
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CLI association service directly on telephone
(Requires Speedy)
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-
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yes
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VIP management
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-
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yes
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Extension queues (Camp on)
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-
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yes
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Available in 5 languages: ITA, ENG, FRA, DEU, ESP
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yes
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Virtualization tested on VMware |
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StoneFax - 100 KB for each fax to be archived in case this option is activated
SSAM - average of 3 MB for each extension message
Billy Blue’s 4/Blue's Enterprise 4 – 2,5 GB each million calls
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As of 2011.6 all the imagicle applications support 64 bit MS Windows Server OS.
If you are planning to use TAPI based applications (as Blues' Attendant), please verify your PBX TAPI driver does support 64 bit OS. If not supported we recommend to use a 32 bit OS or check with our sales team how implementing your solution as some workarounds are available.
Ex: Cisco UCM does NOT support 64 bit TAPI driver until version 8.5. |
Platforms listed in the following table have been verified for operating with the product. Imagicle solutions are based on technological stardards and therefore candidate to operate with many of the most used systems present on the market. Should your system not be listed, please contact our technical department to verify the interoperability.
Support & Software Maintenance included
Every Imagicle product includes ImagicleCare Basic, software maintenance and best effort technical support service from a team of specialists ready to listen to you in 5 different languages (Italian, English, German, French and Spanish).
ImagicleCare Basic includes services granting a post-installation support for the first 12 or 36 months starting from the date of the first registration.
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Period included
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Product
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12 months
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all the Imagicle products excluded those listed below
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36 months
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Blue's Professional
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Blue's Hotel Pro
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Blue's One CTI TAPI
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Blue's Voice Memory
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After this initial free period, you need to subscribe a support plan for a continuous maintenance and support of our product.
If you are longing for a more advanced support service, with predetermined and guaranteed response time and complete upgrades to the minor and major future software releases, you can subscribe to ImagicleCare Gold support & maintenance program. Learn more...
Support for all trial versions
Imagicle support is also granted during the 30 day evaluation period for every application and includes all ImagicleCare Basic services.
Warrant and support on hardware products
All Imagicle hardware products are covered by a 12 month warranty.
Hardware products include technical support service provided by the ImagicleCare Basic plan. In case of fault during the warranty period, immediately contact the technical support department. After the fault is determined, the device return can be authorised for repair or replacement that will be carried out free of charge except for shipping costs that will be charged to the client. Should a found fault not be covered by warranty, we shall notify the repair costs to the client, before repairing the device. This same procedures applies in case of expired warranty.
ImagicleCare Gold plan subscription does not modify above described warranty and support conditions covering hardware products.
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In the following tables you find all the items you may need: Standard Products, Product Bundles, Optional modules, Expansions and Upgrades.
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You may consider to buy a special Product Bundle instead of a Standard Product to obtain a better solution at a dramatically convenient price.
You require an Expansion license in order to extend your standard license for example up to the number of extensions monitored with your accounting and billing software, or to expand the number of channels for you IP Fax server.
You require an Upgrade license in order to upgrade to the new version of your product. If your product is covered by an Imagicle Care Gold Plan the upgrades are free of charge for you.
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