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Why you need it
Imagicle Advanced Queueing is the solution that lets you manage auto-attendant menu with advanced queuing, sending calls to different operators based on their status, letting you analyze queues in detail thanks to advanced statistics.
Works with or without Imagicle Attendant Console (client PC) for help desk and operator desk services.
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At a glance
Supports multiple queues for auto-attendant and advanced distribution algorithms, calendar management and camp-on.
Different, customizable welcome messages. Preconfigured in six languages.
Hold & Wrap-Up and Pull distribution algorithm to autonomously decide when the next call should be taken.
With historical statistics via web and real-time Supervisor on a Windows or iPad client.
Fully integrated with the Imagicle Attendant Console.
Independently of the Attendant Console, it shows queued calls even from the telephone.
This product is included in the Imagicle UC Suite with all the other apps of the suite, available as a setup package for installation on any virtual machine/physical server or through a ready-to-deploy Virtual Appliance
100 operators and 400 channels for queued calls per instance (physical or virtual), maximum 100 queues. Multiple instances supported.
Manual or automatic from CuCM via AXL or Microsoft AD, LDAP/OpenLDAP systems and CSV files.
Manual or automatic from Microsoft AD or LDAP/OpenLDAP systems (including contact’s picture) and CSV files. Web API available to trigger users synch from 3rd party application.
Active Hot Standby, either on same DC or different DC (Disaster Recovery)
Yes, via e-mail and SNMP
Queuing and messaging
Flexible and powerful web-based queue configuration with audio messages, queue position, several distribution algorithms, weekly time table based on local timezone and day/night/holiday schedules. Audio messages can be separated by customer, in a multitenant environment.
Allows to park calls to busy extensions, with automatic queuing until recipient is available or return to the operator after timeout.
Auto Attendant allows multi-level auto-attendant flow creation, with relevant audio prompts. Integrated graphical web interface to edit Auto Attendant services
Paired with Imagicle Attendant Console, it enables a complete customer service solution, with advanced queuing and statistics functions. Without Imagicle Attendant Console, operators can still log on or off directly from their phone set.
Yes, both pre-configured historical reports per queue and per agent via web interface and real-time statistics through Attendant Console. Most of the reports are schedulable and they can be additionally saved into a shared Windows folder, to be retrieved by a third-party application.
CRUD APIs available, to create queues from a third-party provisioning system or Domain Manager.
Audit file available, including reports usage and relevant data visibility.
Yes, Imagicle Attendant Console dashboard on PC (and Mac, For Cisco UC only) and free iPad app
Hybrid scenario support
Yes, including multiple IP telephony platforms. Available on a project base
Globalized Dialing Plan (E.164) support
Protocols and codecs
Queuing based on SIP/SIPs and RTP/sRTP protocols, supports both G.711 and G.729. Operator phone control based on TAPI.
Queuing based on SIP and RTP protocols, supports both G.711 and G.729. Operator phone control based on CTI.
Microsoft UCMA based Advanced Queuing, integrated as native Trusted Application (SIP TLS and sRTP)
Multi-tenant / shared instance support
Yes, with full directories, queues, messages, reports separation by tenant.
Multi cluster support
Yes, with non-overlapping dialing plan and same UC System version across the clusters
The solution is officially certified with the release 12.0 of Cisco UCM, BE6K/7K.
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Queue Manager Enterprise and other Imagicle apps are available directly
on Cisco Marketplace
GO TO THE WEBSITE
Imagicle is one of only a few dozen worldwide Cisco Preferred Solution Partners.
Imagicle is also a
Microsoft GOLD Independent Software Vendor.
When you purchase an Imagicle product an Imagicle Care Basic plan for 12 months is already included.
You just need to extend immediately or to renew later your service or upgrade to Imagicle Care Gold.
You can subscribe to our Imagicle Care Gold and Platinum plan to have the best services for your company. Extended Support periods, predetermined response times, remote and proactive support, 24x7x365 support coverage and much more.
A team of specialists are able to answer you in 7 languages: Italian, English, German, French, Spanish, Portuguese and Arabic. In critical cases also the R&D team is directly involved for you to have
"All Hands On".
WHAT'S NEW | WHAT'S COMING
Time spent on hold is time during which your clients form their first impression of the company.
A quick answer by the right person is essential for your customer service, as are lost calls and the quality of service provided. Imagicle Advanced Queueing simplifies and improves incoming call management with queues, advanced distribution algorithms and customized messages, giving you total control of the service with analysis of historical data in real time.
Time spent on hold is time during which your clients form their first impression of the company.
A quick answer by the right person is essential for your customer service, as are lost calls and the quality of service provided.
Queue Manager Enterprise simplifies and improves incoming call management with queues, advanced distribution algorithms and customized messages, giving you total control of the service with analysis of historical data in real time.
Thanks to the auto-attendant capabilities (optional module) and the waiting queues supporting different distribution algorithms, calls are sent to specific queues where the most appropriate operator (skills, importance of the client, availability and other criteria) answers the client's request as quickly as possible.
The application includes professional messages in six languages (English, Spanish, French, German, Italian and Arabic) plus hold music.
Can be configured according to time of day or holidays, with specific treatment for when offices are closed (e.g. transfer to voice mail). Each queue can have its own language and the messages can be easily customized with a new audio file.
When someone calls, an automatic message informs the caller of his or her place in the queue.
Your customers will have an idea of how much time they have to wait setting the right expectations and avoiding disappointements.
Auto Attendant Module is natively designed to work with the Imagicle Queue Manager Enterprise to provide a complete Customer Service solution.
The Auto Attendant Module allows to associate the selection made by the customer to a specific queue set up in the Advanced Queueing, where, according to different distribution algorithms, the most appropriate operator will answer in the shortest time possible.
You can also trigger the Auto Attendant service only in the case when no operator is available on the queue, in order not to let the customer waiting too long without an answer.
DISCOVER AUTO ATTENDANT MODULe >>
Measuring performance has never been simpler: pre-configured reports let you analyze volumes per queue, hold times, distribution per result (dropped, outside business hours, served, etc.), average call management times, distribution of calls per operator, and much more.
You can also schedule reports to receive them regularly directly in your e-mail.
You know exactly how many operators are available for each queue, how many are taking calls, average response times, how long they stay logged on, how long they are on the line, and much more.
Imagicle Supervisor is the free mobile client solution of Queue Manager Enterprise and together they can take your Customer Service to the next level.
find out ALL Imagicle Mobile Apps
Ideal with Imagicle Attendant Console to interact with queued calls, selectively log on or off queues, automatically or manually put calls on hold, display the call list per queue with hold times and much more.
Plus, thanks to integration with Imagicle Advanced Directory, you see the caller's name and number and can give preferential treatment to certain clients (VIP).
Keep the staff efficient and connected with Imagicle cost-effective HIPAA and GDPR compliant apps and services for collaborative healthcare.
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Eliminate paper and expensive hardware devices, enhance internal interaction, maximize resources and extend citizen services.
Provide a consistent user experience through devices and institutes, simplify the admin work and support remote learning environments.
Improve collaboration, support flexible work options and get the reporting capabilities businesses need to perform at a high level.
“The tools integrated perfectly with the Cisco platform, providing operators and customers with an effective and rich calling experience”
Joseph Mullany - Project Manager
Deliver with integrity, drive for results, keep people at the center, exceed expectations: here are the cornerstones of Janney, US financial company committed to providing individuals, families, businesses, and institutions with tailored financial advice. That's why it needed a reliable and safe call and contact management system able to speed up the work and offer maximum efficiency and quality to both operators and customers.
Find out how Imagicle Attendant Console with Advanced Queuing and Advanced Directories revolutionized Janney's communications system and boosted customer service quality.
Case History >>
for Cisco UC
Attendant Console with Advanced Queueing
Platform: Cisco CUCUM 11.5
With over $5 billion in sales and a portfolio of some 1,000 products, one of the three largest pharmaceutical firms producing generic drugs in the world chose Imagicle to manage its incoming calls.
Mylan chose to improve its customer service by providing its operators with the Imagicle operator's solution paired with the ACD solution to correctly direct calls received from the Cisco UCM system.
Missed calls have been eliminated and the time customers spend on hold significantly reduced.
Platform: Cisco UCM
“In the past we happened to miss up to 100 calls in a day. Today, thanks to Imagicle, that's just a bad memory.”
Valeria Rosselli - Rajapack CFO
Part of RAJA group is the Europe's packaging number 1 distributor offering the highest range of packaging products. Implementing Imagicle they reduced missed calls, up to 100 in a day, and the operators can finally welcome customers with a smile, resulting in an increased production.
ACD Advanced Queueing
IVR Auto Attendant
Platform: Cisco BE6000
IT Manager Gruppo Gabrielli
“We chose Imagicle for our operator's workstation, but appreciated it for the entire suite and for the support.”
Matteo Briotto - IT Manager
For over 50 years, Gabriellie has been selling and processing steel in Italy.
With six different companies, over 180,000 sq. m of industrial plant throughout northern Italy, the entire group now employs over 1,200 people.
When switching to Cisco UCM 9.1, it was natural to choose Imagicle solutions because they guaranteed Gabrielli would receive all the functions it needed while improving those of UC without compromise.
Gruppo Gabrielli Spa
Operator Console - ACD
Audio Skype Gateway
Accounting & Billing
Platform: Cisco UCM 9.1
find out more stories >>
Queue Manager Enterprise is connected to the PBX via a SIP/SIPs Trunk and provides welcome messages and hold music via the G.711, G.729 codec without the need for additional transcoding resources.
Collects calls and manages transfers via SIP/SIPs, completing the transfer via SIP REFER standard.
Monitors operators and telephone statuses via CTI (TAPI) or SIP (ideal for PBX's that don't have free TAPI licenses).
Does not require a CTI port on the PBX, making configuration very simple.
Queue Manager Enterprise and Auto-Attendant Module are Skype for Business Trusted UCMA Application with native integration with MS S4B Front End Server without the need of media gateway.
Imagicle solution supports Lync 2010/2013 and Skype for Business, additional licenses are not required to control the operator's telephone, to monitor the colleague status (BLF) and rich presence.
Cisco Unified Communication Manager configurations can be set, so that should the application fail for any reason, incoming calls can be rerouted directly to an internal extension (e.g. reception or response team).
Alternatively, calls can be rerouted automatically to a secondary Queue Manager Enterprise, configured with the same operators, to guarantee service continuity (requires the installation of a second Queue Manager Enterprise) with clients that are automatically registered on the back-up server allowing the secondary Queue Manager Enterprise to manage incoming calls.
Identify the server required based on the number of applications to run on the same server and on the size of your apps. Apps are classified for that scope on the basis of the size they're usually proposed to different type of Customers: Small businesses, Medium businesses and Large Enterprises.
Number of applications running on the same server by customer type
Up to 3 apps
Up to 5 apps
Up to 7 apps
Up to 9 apps
multiple servers are required, contact us for a project
Up to 11 apps
App classification per Customer Type
per Customer type.
Accounting and Billing extensions
Blue's Enterprise 4/Lync, Billy Blue's 4
Budget Control extensions
Phone Lock users
IP Fax Server channels
Advanced Queueing - Auto-Attendant
Queue Manager Ent. / Auto-Att. Module
CTI - Attendant Console users1
Blue's Attendant Professional - Enterprise
CTI - Desktop users1
Blue's One CTI Enterprise
Voice Mail & UM channels
Call recording channels/agents2
Hospitality services users4
Hotel Pack for Cisco UC
Server type or virtual machine
Dual Core i3-2130 or higher / 2 dedicated vCPU (4 vCPU with Hyper-T) with 2.5Ghz reservation
MS Windows Server 2019-2016-2012 Standard/Data Center/Essentials
Quad Core E3-1230 or higher / 4 dedicated vCPU (8 vCPU with Hyper-T) with 4.8Ghz reservation
Six Core E5-2620 or higher / 6 dedicated vCPU (12 vCPU with Hyper-T) with 6.9Ghz reservation
Dual Quad Core E5-2620 or higher / 8 dedicated vCPU (16 vCPU with Hyper-T) with 8.9Ghz reservation
10 core E5-4627V4 or higher / 10 dedicated vCPU (20 vCPU with Hyper-T) with 12 Ghz reservation
For more info regarding Windows OS for the Imagicle UC Suite please visit www.imagicle.com/go/OS
Our applications are ready to run on any virtualization environment as VMware, Microsoft, etc.
If you install Imagicle applications on a Virtual Machine, you must allocate the amount of RAM, CPU power and disk space stated in the server table. The virtual hardware resources must be reserved, that is, they must not be shared with other virtual machines. No limit must be set for CPU utilization.
Data storage requirements
The suite installation includes Microsoft® SQL Server® 2017 Express Edition, offering top security, improved performance and 10 GB database. The update of existing installations, automatically upgrades to the latest version, in a transparent operation for the system administrator.
The applications store configuration and data in the SQL 2017 Express Edition, with the following storage considerations:
Call Analytics – requires 700 MB per million calls to keep online for reporting
Digital Fax – requires 1 GB per million of faxes sent/received to keep online for retrieval.
The fax attachment is stored on the file system (not in the DB) and requires an average of 100 KB each one (100 GB of disk space per million of faxes)
Contact Manager – 3 KB per each contact in the directories (600 MB per 200,000 contacts)
Advanced Queueing – requires 1.5 GB per million of calls treated and agent detail records
CTI – Attendant Console – requires 0.5 GB per million of calls kept for the clients registry.
SSAM – no DB usage. The messages are stored on the file system, with an average of 3 MB for each recorded message
Call recording requires 1.4 GB DB space per million calls for metadata. Recordings are saved on the server filesystem. About 300KB of disk space for each recording minute is required on the Imagicle server disk. Having 500GB hard disk, it is possible to store up to 300,000 call recordings, 5 minutes each, which corresponds to 1 year «always on» recordings for 20 agents. It is possible to export recording to external Network File System for longer retention.
Users and other apps require a very small amount of space in the DB, negligible for the DB and Hard Drive storage calculation.
From Imagicle release 2019.Summer.1, we embed MS SQL Server 2017 Express Edition, which is not supported on Windows Server 2008 OS.
If you need more than 10GB online data (Large business scenario), a Microsoft® SQL Server commercial license must be used (not included with the product).
For Microsoft SQL license considerations, you will need as many CALs as the number of users accessing the Imagicle applications or the core/processor license that includes unlimited CALs. The applications can be installed on the same server running Microsoft SQL Server or on a different machine (a dedicated machine is not required).
Client - hardware and software requirements
CPU dual-core or higher, 4GB RAM,
OS MS Windows 7/8/10 32-64 bit
macOS ver. 10.13 (High Sierra) up to 10.15 (Catalina), Big Sur supported. 32 or 64bit (valid only for Cisco UC and CrossPlatform Suites)
19” Monitor, 1280 x 1024 or above
Blue's Attendant is supported by Imagicle on the following editions of Windows 10: Pro, Education and Enterprise.
Blue's Attendant is supported on the in-market supported servicing branches of Windows 10 including Current Branch and Current Branch for Business.
Citrix XenApp/Desktop and Microsoft Terminal Services virtualization environments are supported.
Mail - Mail2Fax
any e-mail client
Internet Explorer, Firefox, Safari, Chrome browser
Cisco 6921 - 6941 - 6945 - 6961 - - 7800 series - 8941 (SCCP) - 8945 (SCCP) - 8961 - 9951 - 9971
no visual indication of phone status.
In this case, you may divert an outgoing call attempt to a number that will return an unauthorized call message, for instance through: Imagicle SSAM, Imagicle IVR Manager, Imagicle Queue Manager Enterprise, Third party voice mail systems
Cisco 7911 - 7912 (SCCP) - 7920 - 7922 - 7931 - 7940 - 7942 - 7945 - 7960 - 7962 - 7965 - 7970 - 7975 - 8800 series
models which support visual indication of phone locking status.
Directory & Caller ID
Cisco 6921 - 6941 - 6945 - 6961
7911 - 7912 - 7921 - 7922 - 7925g - 7931 - 7941 - 7942 - 7945 - 7961 - 7962 - 7965 - 7970 - 7975 (also old 7906, 7940, 7960)
8941 - 8945 - 8961
9951 - 9971
DX650 - DX80 - DX70
conference call recording method: any phone
Built-in Bridge recording method: 7900, 8900, 9900, DX series
check details on Cisco Recording Supported Device Matrix here
from the affordable 3900 series to the high-end 9900 or the new DX series. But if you need to keep your analog phones, you can do that, too.
Imagicle Fax - Imagicle Contacts
iPhone/iPad and Android devices
any e-mail client
browser Safari, Chrome
Now you can run the Imagicle AppSuite on the same Cisco UC on UCS server! Your preferred Imagicle solutions, can now be co-resident with the Cisco Unified Communications virtual machines on the Cisco Unified Computing Systems (UCS), providing cost saving and even more integration with Cisco.
Platforms listed in the following table have been verified for operation with the product. Imagicle solutions are based on technological standards and therefore operate with many of the most commonly used systems on the market. Should your system not be listed, please contact our technical department to check interoperability. Cloud Connector, Office365 and Teams are currently not supported.
Find out how to deploy your Imagicle apps in your environment.
Imagicle apps usually don't require any training, but you can enjoy our guides.
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at their best.
Find out some answers to frequent questions and some useful solutions.
Use pre-built integrations
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using our secure developer API.