Queue Manager

Lower waiting time of your customers		Handles calls for you
Queue Manager is the software of ACD (Automatic Call Distribution) that allows you to manage multiple queues forwarding calls to different operators according to their condition and to analyze in detail the queues through a series of advanced statistics.		When a call arrives to the system, Queue Manager tries to connect it with the first available operator in that specific queue. If all operators are busy in the queue selected, it present a waiting message. When an operator becomes available, Queue Manager forwards the call. Queue Manager check the status of the redirect, and if the call is not answered by the operator within a predefined time, move the call in a new queue.

Fully customizable and integrated with IVR Manager		Advanced Statistics to have everything under control
Through a Web interface, you can define different queues, each consisting of a number of operators and easily tailor audio messages for call waiting on each queue. Allows intelligent management of incoming traffic through an efficient management system which sort calls to operators by defining policies or random priority. Queue Manager is particularly useful in implementations that need basic queuing capacities. Together IVR Manager is a complete contact center solution for SME customers.		Queue Manager also allows you to analyze the code to take action on your way to deliver the service and improve efficiency. You can obtain detailed analysis to determine the total number of calls in the queue at a given time or the total number of calls that have abandoned the queue at a given period.

Product	Class	ServerType	Notes
Billy Blue's 4 for Cisco UC, StoneFax, IVR Manager, Speedy, StoneLock, SSAM, Queue Manager	up to 120 extensions	Class D Server
Billy Blue's 4 for Cisco UC, StoneFax, IVR Manager, Speedy, StoneLock, SSAM, Queue Manager	up to 500 extensions	Class D Server
Billy Blue's 4 for Cisco UC, StoneFax, IVR Manager, Speedy, StoneLock, SSAM, Queue Manager	up to 2500 extensions	Class D Server	Requires Microsoft Windows 2003 or 2008 Enterprise Editions. In case of a higher number of users, project evaluation is required

Server Type

Server type real or virtual *	CPU	RAM	Disk space	Operating system
PC-Server A Class	3 Ghz	1GB	12 GB**	Microsoft Windows XP, Vista, 7
Server B Class	3 Ghz	1GB	12 GB**	Microsoft Windows 2003, 2008 (32 bit)
Server C Class	3 Ghz dual-core	2GB	12 GB**	Microsoft Windows 2003, 2008 (32 bit)
Server D Class	2 Ghz quad-core	4GB	12 GB**	Microsoft Windows 2003, 2008 (32 bit)

*	Virtualization tested on VMware
**	StoneFax - 100 Kbytes for each fax to be archived in case this option is activated SSAM - average of 3 MBytes for each extension message Billy Blue’s 4 – 2,5 Gbs each million calls

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.

Corporation	System	Release
CISCO	Unified Communication Manager	4.x, 5.x, 6.x, 7.x, 8.x
CISCO	Unified Communication Manager Express	4.x, 7.x, 8.x
CISCO	UC500	4.x, 7.x, 8.x

Document Name	DocType	Language
Stonevoice Application suite Version Hystory	Online documentation	ENG
Stonevoice Application Suite System guides	Online documentation	ENG

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.

Period included	Product
12 months	all the Imagicle products excluded those listed below
36 months	Blue's Professional Blue's Hotel Pro Blue's One CTI TAPI Blue's Voice Memory

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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Document Name	Description	Language	Version	Trial
Application Suite Requirements full (300 Mb)	requirements installation	ALL	3.6.1 or higher
Application Suite Requirements small (require Internet Connection)	requirements installation	ALL	3.6.1 or higher
Stonevoice Application Suite	full installation for Cisco Call Manager	ITA	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager Express	ITA	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager	ENG	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager Express	ENG	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager	DEU	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager Express	DEU	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager	FRA	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager Express	FRA	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager	ESP	3.6.2	15 days
Stonevoice Application Suite	full installation for Cisco Call Manager Express	ESP	3.6.2	15 days