Your Imagicle UCX Suite, deployed at your premises or hosted in an external DataCenter, can also consume exclusive Imagicle services if Cloud Connected to the Imagicle Cloud.
Cloud Licensing service
Imagicle Cloud Licensing is the Cloud service allowing licenses of the Imagicle UCX Suite to be consumed as a service through the Imagicle Cloud.
Activating your Imagicle UCX Suite online, you are making your UCX Suite Cloud Connected. So your UCX Suite will be able to consume both perpetual licenses and subscriptions through the Imagicle Cloud Licensing service and also the other Cloud Connected services listed in this doc.
The connection to the Imagicle Cloud is established by the Imagicle UCX Suite, while activating licenses online, through a secure data channel established with: https://*.imagicle.com The UCX Suite periodically polls the Imagicle Cloud for a license update request, for you to always have:
updated capacity of your applications
updated term date of your Care or Subscription
The UCX Suite is NOT sending any Personally Identifiable Information(PII) to the Imagicle Cloud, so no impact on your data privacy by connecting online the Imagicle UCX Suite to the Imagicle Cloud Licensing service.
Through the Cloud Licensing online web portal, you (or Reseller on your behalf) can manage the purchased application licenses available on your Smart Account, where they are deposited by Imagicle after processing the purchase order.
Imagicle Telemetry service is the Cloud service allowing the Imagicle UCX Suite to send anonymous data related to the use of the products, anomalies and technical problems to the Imagicle Cloud.
It works via the same secure channel established for Cloud Licensing.
Through the Telemetry the Imagicle Support team will receive data from the UCX Suite associated to the specific customer, not related to their users, so no privacy implications.The UCX Suite is NOT sending any Personally Identifiable Information(PII) to the Imagicle Cloud, so no impact on your data privacy by connecting online the Imagicle UCX Suite to the Imagicle Cloud Licensing service.
Through this data the Imagicle Support team will be able to:
grant a faster, smarter, and easier experience when using Imagicle products or when tech support service is needed for customers with Basic Care Contracts(Enhanced Support)
prevent potentials malfunctioning even before they occur and be aware of several useful details whether a problem arises for customers with Gold and Platinum Contracts(Proactive Support)
Presence service and Attendant Console Call Control
Imagicle Presence service is the Cloud service to retrieve rich presence info from Microsoft 365 about Teams users and from Cisco Webex about Webex App users.
After authorizing the service, you customer (or the Reseller on your behalf) allows the Imagicle Presence Cloud service to retrieve presence info of your tenant users from the relative Microsoft or Cisco Cloud.These info are then passed to your Imagicle UCX Suite to use and display into your Imagicle Attendant Consoles The Imagicle Attendant Console will display the following info about the users: available, busy, away, do not disturb and all the available status and label that can be retrieved.
The Attendant Console Call Control service is the Cloud service to deal with Microsoft Graph Communications API and Cisco Webex API to control the line of a phone user. After authorizing the service, you customer (or the Reseller on your behalf) allows the Imagicle Attendant Console Cloud service to control the phone line of specific users of a tenant on the Microsoft or Cisco Cloud. Control the phone line means being able to perform the main call activities, like place a new call, answer an incoming call, hold, unhold, transfer, conference, hangup.These capabilities are proxied to your Imagicle UCX Suite that enables the Imagicle Attendant Console to act as an application to control a desk phone or a soft phone on Microsoft or Cisco Calling environments.
The Imagicle Presence Service and Attendant Console Call Control work via the same secure channel established while activating the Cloud Licensing, that is a prerequisite.
You (or Reseller on your behalf) can request to imagicle support the activation of the Imagicle Presence and Attendant Console Call Control (until made available in self-service through the Cloud Licensing online web portal).
The Imagicle Presence Service retrieves the following Personally Identifiable Information (PII) from Microsoft 365 or Cisco Webex Cloud from your tenant, after your authorization (or the Reseller on your behalf): User name, surname, email, phone number, presence information.
These info are passed back to your imagicle Cloud Connected UCX Suite and the UCX Suite is NOT sending any Personally Identifiable Information(PII) to the Imagicle Cloud.
Cloud Connection and Security
Selecting the Online (Cloud Connected) activation in the Imagicle UCX Suite, the server will try to reach out the following imagicle public secure links: https://api.imagicle.com https://grpc.imagicle.com
Access can be:
direct, so the Imagicle UCX Suite server needs connectivity to such public link
via proxy, so no need for the UCX Suite to have direct connectivity to the public link
By activating licenses online, the Imagicle UCX Suite will be Cloud Connected and you can consume all the imagicle Cloud Connected Services.
Imagicle Cloud Services are operated via AWS data centers based in Europe and in the US, with highest level of availability, security and reliability.
Access to the services
Warranties and limitations of liability
Imagicle undertakes to comply with high-quality standards in the Services to the Customer. Imagicle will not be responsible for interruptions, delays, and malfunctions in the provision of the Products/Services deriving from the Customer’s breaches or from the application of specific laws or regulations.
Moreover, Imagicle will not be responsible for, and no liability shall result to Imagicle for any damage, lost profits, losses or costs incurred which result from unforeseeable circumstances or force majeure without prejudice to the terms established by mandatory provisions of the law. In case of Imagicle ascertained responsibility, the Customer will be entitled to a refund as established in the EULA or the SPLA and, in any case, Imagicle liability for any part of the Software shall not exceed the license fees actually paid by the Customer for the purchase of the perpetual license or the subscription fee paid in the last 12 months. The entity and payment method of any refund to the Customer will be established on a case-by-case basis.
Variations to terms and conditions
Imagicle may, at its sole discretion, modify these terms and conditions. In case of variation, communication will be sent; in case of silent consent of the Customer following communication, the modifications will be considered implicitly accepted.
Before requesting a court of law, Imagicle intends to resolve any dispute by Arbitration. All contracts are stipulated by Imagicle Spa with registered office in Italy, and Italian law applies to them. For any dispute concerning the interpretation and execution of this Contract, if the arbitration has not been resolved and the court is appealed, the Italian courts will be appointed.
The Contract between Imagicle and the Customer will be binding on both Parties. Finally, the Contract, including the sections of which it is composed and which constitute an integral and substantial part of it, constitute all the terms and conditions agreed upon between the Customer and Imagicle and supersede any prior notes in relation to the subject matter of these Agreements, whether written or oral (e.g. telephone).
For any questions or clarifications on Imagicle Terms, Licensing Agreements, Products, and Services, you can contact Imagicle at firstname.lastname@example.org.
Information collected by Telemetry Service
This is the list of info the Imagicle UCX Suite server is sending out to the Imagicle Cloud for the Telemetry Service:
Information sent to the cloud
List of running processes along with process details such as: – Process ID and name – used memory – handle count – thread count – cpu usage
List of running Windows Services with details such as: – Process ID and name – status
List of installed applications, with details such as: – name – version – vendor – installation path – installation datae
General Operating System info
– Windows edition name – Windows version – Windows Language – System drive and directory
Windows Services information
List of installed Windows Services with details such as: – Service Name – Startup mode – Startup Identity – Exe Path
Installed Windows Updates
List of installed Windows hotfix packages
Whether enable or not at – Domain level – Public level – Private level
Whether it is a virtual machine or not
List of installed processors with details such as: – name – manufacturer – bitness – number of cores
– Total installed memory – Reserved memory
List of installed disks with details such as: – size – model
List of installed networks adapters on the SERVER with details: – adapter name – DHCP configuration – DNS servers – Gateways – IP Addresses*
UCX Suite Info
– UCX Suite Version – UCX Suite Platform – Installation Path – Installation Folder size
UCX Suite Cluster info
– UCX Suite nodes list – Database replication strategy
– CUCM version – number of CUCM users – number of CUCM devices – CUCM IP address
– SQL Server edition – SQL Server version – Instance name
UCX Suite Database
– Database name – Database size – Database file paths – Authentication type (SQL/Windows) – Full Text Catalog status – Last maintenance date time
– whether logging enabled or not – retention
– number of connected Attendant Console per type
– number of calls being recorded
– number of active calls
– number of queued calls in FIFO queues – number of queued calls in CampOn queues – number of active consultation calls
– number of fax being transmitted – number of fax being received
– ECC-Curri Request rate
– ECC-Curri Request rate
* The IP Address sent is the UCX Suite server address, so not a personal PC one, meaning NOT a personal data for privacy. There is no way to identify a user through within such server IP address.