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Automatic Call Distribution solution for Cisco UC

 

The ultimate call dispatcher you have been ever longing for

 

The most advanced ACD for any business

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.
 
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.
 

 

chart of ACD solution for Cisco UC

 

 

 

Customizable queues and courtesy messages for all your needs

 
Unbeatable when combined with Blue’s Attendant
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.
 
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.

ACD reports for Cisco UC

Advanced statistics for a real time, comprehensive monitoring

 

Configure a queue in 4 clicks!

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:
  • How  many calls am I receiving and how are these distributed among queues\groups?
  • What is the trend of the day or month?
  • What is the level of the service I am offering my Clients?
  • What is the efficiency of my operators?
  • 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.
 
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.


 

VIP management

 
The best of technology
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.
 
 
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. 

 

 

Characteristics
Queue Manager
Professional
Queue Manager Enterprise
Web based
yes
yes
Multiple queues support
maximum 4
100 per server
Queue shared operators
maximum 30
250 per server
Queue Login/Logout from telephone
yes
yes
Operator, message, timer definition for each queue
yes
yes
Basic history statistics
yes
yes
Advanced history and real-time statistics
-
yes
Queue Login/Logout via web interface
-
yes
Advanced call distribution algorithms ate
-
yes
Service time schedule management
-
yes
CLI association service directly on telephone
(Requires Speedy)
-
yes
VIP management
-
yes
Extension queues (Camp on)
-
yes
Available in 5 languages: ITA, ENG, FRA, DEU, ESP
-
yes

 

 

Product Class ServerType Notes
Queue Manager Enterprise up to 20 channels Class B Server
Queue Manager Enterprise up to 120 channels Class C Server
Queue Manager Enterprise, Blue's Attendant Enterprise, Blue's One CTI Enterprise up to 30 channels, 10 Blue's Attendant, 100 CTI, 1000 BLF Class C Server
Queue Manager Enterprise, Blue's Attendant Enterprise, Blue's One CTI Enterprise up to 64 channels, 20 Blue's Attendant, 250 CTI, 2500 BLF Class D Server
Queue Manager Enterprise, Blue's Attendant Professional, Blue's One CTI Enterprise up to 64 channels, 20 Blue's Attendant, 250 CTI, 2500 BLF Class C Server
Queue Manager Enterprise, Blue's Attendant Professional, Blue's One CTI Enterprise up to 64 channels, 20 Blue's Attendant, 250 CTI, 2500 BLF Class D Server
Billy Blue's 4 for Cisco UC, StoneFax, IVR Manager, Speedy, StoneLock, SSAM, Queue Manager, Blue's Attendant up to 120 extensions, 2 channels StoneFax, 4 channels Queue Manager, 2 Blue's Attendant, 10 CTI Class C Server
Click here for details
Billy Blue's 4 for Cisco UC, StoneFax, IVR Manager, Speedy, StoneLock, SSAM, Queue Manager, Blue's Attendant up to 2500 extensions, 30 channels StoneFax, 64 channels Queue Manager,, 50 Blue's Attendant, 500 CTI Class DE Server
Click here for details

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 (32-64 bit***)
Server B Class
Any dual-core
4GB
20 GB**
Microsoft Windows 2003, 2008 Standard R1/R2 (32-64 bit***)
Server C Class
Any quad-core
8GB
20 GB**
Microsoft Windows 2003, 2008 Standard R1/R2 (32-64 bit***)
Server D Class
Any bi quad-core
16GB
20 GB**
Microsoft Windows 2003, 2008 Standard R1/R2 (32-64 bit***)
Server BE Class
Any dual-core
4GB
20 GB**
Microsoft Windows 2003, 2008 Enterprise R1/R2 (32-64 bit***)
Server CE Class
Any quad-core
8GB
20 GB**
Microsoft Windows 2003, 2008 Enterprise R1/R2 (32-64 bit***)
Server DE Class
Any bi quad-core
16GB
20 GB**
Microsoft Windows 2003, 2008 Enterprise R1/R2 (32-64 bit***)
* Virtualization tested on VMware
**

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

 *** 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.



Corporation System Release Certifications Notes
logo CISCO Unified Communication Manager 6.x, 7.x, 8.x Cisco Compatible Queue Manager Enterprise
logo CISCO Unified Communication Manager Express 4.x, 7.x, 8.x Queue Manager Professional
logo CISCO UC500 4.x, 7.x, 8.x Queue Manager Professional
logo Avaya Communication Manager Under verification
logo Avaya IP Office Under verification
logo Avaya Aura Under verification
logo Alcatel - Lucent OmniPCX Office Under verification
logo Alcatel - Lucent OmniPCX Enterprise Under verification
logo Innovaphone Under verification
logo Promelit IPECS LIK (SIP) 5.5DF or newer Promelit Certified VoIP gateway and CO lines board should have the following release: VOIM 5Oa, PRI 40Kd and BRI 40Jb or newer
logo Promelit IPECS MG (SIP) 5.5DI or newer Promelit Certified VoIP gateway and CO lines board should have the following releases:
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 (370 Mb) requirements installation ALL 2011
Stonevoice Application Suite 2011 full installation for Cisco Call Manager ITA, ENG, FRA, DEU, ESP 2011.12.1 Billy Blue's 4: 30 days, 5000 calls max
Blue's Attendant: 30 days
Blue's One CTI Enterprise: 30 days
Concerto: 30 days, no g.729
IVR Manager: 30 days, 1 gateway
QueueManager Enterprise: 30 Days, 4 channels, no g.729
QueueManager Professional: 30 days
Speedy: 30 days
SSAM: 30 days, 1 channel, no g.729
StoneFax: 30 days, 2 channels
StoneLock: 30 days
Stonevoice Application Suite 2011 full installation for Cisco Call Manager Express ITA, ENG, FRA, DEU, ESP 2011.12.1 Billy Blue's 4: 30 days, 5000 calls max
Concerto: 30 days, no g.729
IVR Manager: 30 days, 1 gateway
QueueManager Enterprise: 30 Days, 4 channels, no g.729
QueueManager Professional: 30 days
Speedy: 30 days
SSAM: 30 days, 1 channel, no g.729
StoneFax: 30 days, 2 channels
StoneLock: 30 days
Cross Platform Application Suite full installation ITA, ENG, FRA, DEU, ESP 2011.12.1 QueueManager Enterprise: 30 Days, 4 channels, no g.729
Speedy: 30 days
SSAM: 30 days, 1 channel, no g.729
StoneFax: 30 days, 2 channels
Blue's Attendant: 30 days





In the following tables you find all the items you may need: Standard Products, Product Bundles, Optional modulesExpansions and Upgrades.
 
In order to see the prices you need to be a registered reseller, distributor or Imagicle Partner.
Click here to enter your password or here to apply to became an Imagicle Partner.
 
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.

Standard Products
Product code Description Notes
IM163-L Queue Manager Professional license for Cisco UCME-Cisco UC500 only
IM164-2L Queue Manager Enterprise - 2 chan. license for ACD 2 channels (concurrent incoming calls)
IM164-4L Queue Manager Enterprise - 4 chan. license for ACD 4 channels (concurrent incoming calls)
IM164-8L Queue Manager Enterprise - 8 chan. license for ACD 8 channels (concurrent incoming calls)
IM164-20L Queue Manager Enterprise - 20 chan. license for ACD 20 channels (concurrent incoming calls)
IM164-30L Queue Manager Enterprise - 30 chan. license for ACD 30 channels (concurrent incoming calls)
IM164-60L Queue Manager Enterprise - 60 chan. license for ACD 60 channels (concurrent incoming calls)
IM164-120L Queue Manager Enterprise - 120 chan. license for ACD 120 channels (concurrent incoming calls)
Product Bundles
Product code Description Notes
IM165-1P Customer Service Professional Pack 1 Blue's Attendant Professional Pack: Special bundle for Cisco UCM and other IPBX containing Blue's CTI server + Blue's Attendant Professional 1 CAL + Queue Manager Enterprise 2 channels
IM165-2P Customer Service Professional Pack 2 Blue's Attendant Professional Pack: Special bundle for Cisco UCM and other IPBX containing Blue's CTI server + Blue's Attendant Professional 2 CAL + Queue Manager Enterprise 4 channels
IM166-1P Customer Service Enterprise Pack 1 Blue's Attendant Enterprise Pack: Special bundle for Cisco UCM and other IPBX containing Blue's CTI server + Blue's Attendant Enterprise 1 CAL + Queue Manager Enterprise 2 channels
IM166-2P Customer Service Enterprise Pack 2 Blue's Attendant Enteprise Pack: Special bundle for Cisco UCM and other IPBX containing Blue's CTI server + Blue's Attendant Professional 2 CAL + Queue Manager Enterprise 4 channels
Expansions
Product code Description Notes
IM164-4E Queue Manager Enterprise - chan. expansion - 2-4 license for expanding the number of channels from 2 up to 4
IM164-8E Queue Manager Enterprise - chan. expansion - 4-8 license for expanding the number of channels from 4 up to 8
IM164-20E Queue Manager Enterprise - chan. expansion - 8-20 license for expanding the number of channels from 8 up to 20
IM164-30E Queue Manager Enterprise - chan. expansion - 20-30 license for expanding the number of channels from 20 up to 30
IM164-60E Queue Manager Enterprise - chan. expansion - 30-60 license for expanding the number of channels from 30 up to 60
IM164-120E Queue Manager Enterprise - chan. expansion - 60-120 license for expanding the number of channels from 60 up to 120
Upgrades
Product code Description Notes
IM164-4U163 Queue Manager Ent. 4 chan. - upg. Queue Manager 2 licence for upgrading from the previous Queue Manager for CUCM for 2 queues
IM164-8U163 Queue Manager Ent. 8 chan. - upg. Queue Manager 6 licence for upgrading from the previous Queue Manager for CUCM for 6 queues
IM164-20U163 Queue Manager Ent. 20 chan. - upg. Queue Manager 12 licence for upgrading from the previous Queue Manager for CUCM for 12 queues
Care
Product code Description Notes
IMCAREB-1S Imagicle Care Basic 1 year Price is 10% of the product End User Price with a minimum fee as indicated in the End User Price column. Software Maintenance & Support, basic support best effort + minor software updates for 1 year
IMCARES-1S Imagicle Care Silver 1 year Price is 15% of the product End User Price with a minimum fee as indicated in the End User Price column. Software Maintenance & Support, granting NBD support + major & minor software updates for 1 year
IMCAREG-1S Imagicle Care Gold 1 year Price is 20% of the product End User Price with a minimum fee as indicated in the End User Price column. Software Maintenance & Support, granting advanced support with SLA + major & minor software updates for 1 year
IMCAREG-3S Imagicle Care Gold 3 years Price is 40% of the product End User Price with a minimum fee as indicated in the End User Price column. Software Maintenance & Support, granting advanced support with SLA + major & minor software updates for 3 years
Professional Services
Product code Description Notes
IMPRO-R-4S Professional Services remote 4 hours professional services with remote connection to the application server via the Internet (to be allowed from company personell)
IMPRO-R-1S Professional Services remote 1 day professional services with remote connection to the application server via the Internet (to be allowed from company personell)
Hardware
Product code Description Notes
T-010-001-SRVB Super Server Imagicle B Server for the Imagicle UC applications respecting the following specs: Server 1U mini (depth 14.0" - 356 mm) 260W, Monoprocessor Intel Dual Core 2,7 GHZ, RAM 4 GB, 1 Hard Disk SATA 500 GB 7200 rpm, 4 Gigabit Lan ports, 2 USB2 rear ports, Operating System Windows 2008 Standard. Installation and first setup of the Imagicle applications buyed included.
T-010-001-SRVC Super Server Imagicle C Server for the Imagicle UC applications respecting the following specs: Server 2U mini (depth 17.7" - 450 mm) 700W+700W redundant PSU Hot Swap Monoprocessor Intel Dual Core 2,7 GHZ, RAM 8 GB, 2 Hard Disk 500 GB SATA 7200rpm in RAID Mirroring, 4 Gigabit Lan ports, 2 USB2 rear ports, Operating System Windows 2008 Standard. Installation and first setup of the Imagicle applications buyed included.
T-010-001-SRVD Super Server Imagicle D Server for the Imagicle UC applications respecting the following specs: Server 2U mini (depth 14.0" - 450 mm) 700W+700W redundant PSU Hot Swap, Monoprocessor Intel Quad Core 2,6 GHZ, RAM 16 GB, 2 Hard Disk 500 GB SATA 7200rpm in RAID Mirroring, 4 Gigabit Lan ports, 2 USB2 rear ports, Operating System Windows 2008 Enterprise. Installation and first setup of the Imagicle applications buyed included.
T-010-001-SRVBE Super Server Imagicle BE Server for the Imagicle UC applications respecting the following specs: Server 1U mini (depth 14.0" - 356 mm) 260W, Monoprocessor Intel Dual Core E5700 3 GHZ, RAM 4 GB, 1 Hard Disk SATA 500 GB 7200 rpm, 4 Gigabit Lan ports, 2 USB2 rear ports, Operating System Windows 2008 Enterprise Server. Installation and first setup of the Imagicle applications buyed included.
T-010-001-SRVCE Super Server Imagicle CE Server for the Imagicle UC applications respecting the following specs: Server 2U mini (depth 17.7" - 450 mm) 700W+700W redundant PSU Hot Swap, Monoprocessor Intel Quad Core 2,66 GHZ, RAM 8 GB, 2 Hard Disk 500 GB SATA 7200rpm in RAID Mirroring, 4 Gigabit Lan ports, 2 USB2 rear ports, Operating System Windows 2008 Enterprise Server. Installation and first setup of the Imagicle applications buyed included.
T-010-001-SRVDE Super Server Imagicle DE Server for the Imagicle UC applications respecting the following specs: Server 2U mini (depth 14.0" - 450 mm) 700W+700W redundant PSU Hot Swap, 2 processors Intel Quad Core XE55013 2,13 GHZ, RAM 16 GB, 2 Hard Disk 500 GB SATA 7200rpm in RAID Mirroring, 4 Gigabit Lan ports, 2 USB2 rear ports, Operating System Windows 2008 Enterprise Server. Installation and first setup of the Imagicle applications buyed included.
IMCD-DVD1H Imagicle UC3 DVD Rom DVD Rom containing all the Imagicle UC software applications ready for installation
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