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Overview
Why you need it
TECH SPECS
Imagicle Attendant Console is the operator console software solution that integrates perfectly with Imagicle Advanced Queueing to simplify and improve incoming call management. When creating it, we examined every single telephone operator need: resulting in never-before-experienced interaction between telephone and computer.
A thousand little details combine to create a simple and attractive interface that makes everything available at a click. Available for both Windows and Mac users.
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At a glance
Key Features
Certifications
Support
News
Attractive, easy-to-use and offering plenty of features, it simplifies your company's operators' work.
Available in: English, French, Spanish, German, Arabic, Portuguese, Dutch and Italian.
With integration with CRM/ERP cards, personal KPI, e-mail/text notification and much more, it's perfect for every operator.
Ideal with other Imagicle apps as Queue Manager Enterprise, to see queues and caller info, Directories to easily find all needed contacts.
Certified for visually impaired and blind operators. Compatible with ZoomText Magnifier, Display Braille and Vocalizer.
Displays the status of connected presence servers such as Cisco Unified Presence Server, Skype for Business and more.
MAIN FEATURES
Deployment
Imagicle Attendant Console is a client/server product. Client to be installed on the Operator/Agent Windows PC, Macintosh or thin client. Server 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.
Imagicle Attendant Console is a client/server product. Client to be installed on the Operator/Agent Windows PC or thin client. Server 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.
Scalability
100 operators and 400 channels for queued calls per instance (physical or virtual), maximum 100 queues. Multiple instances supported.
Provisioning
Manual or automatic from CuCM via AXL or Microsoft AD or LDAP/OpenLDAP systems (including contact’s picture) and CSV files. Web API available to trigger users synch from 3rd party application.
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.
High Availability
Active Hot Standby, either on same DC or different DC (Disaster Recovery)
System alarms
Yes, via e-mail and SNMP
Queuing
Flexible and powerful web-based queue configuration with audio messages including queue position, distribution algorithm, weekly time table based on local timezone and day/night/holiday schedules.
Camp on
Allows to park calls to busy extensions, with automatic queuing until recipient is available or return to the operator after timeout.
Auto-attendant
Optional Auto Attendant module with a web-based, three steps super-easy wizard to define Auto Attendant services
User experience
Paired with Advanced Queueing, it guarantees a complete attendant console solution, with advanced queuing, auto attendant, historical and real-time statistics
Custom Hotkeys
Several hotkeys are available to operators, to allow several console actions from workstation keyboard, including a new Fast Search hotkey to search for contacts across all directories and favorites.
Directories
Maximum 2,000,000 contacts. From CUCM, LDAP/AD or any other source with connectors included (Salesforce.com, MS Dynamics, etc). Possibility to add/edit/delete contacts directly from the Attendant Console client. Optional Contacts Manager for advanced directory management, including XML services.
Calendar Integration
Yes, coming from on-prem Microsoft Exchange server or cloud-based Microsoft Office365 service, supporting both Basic and OAUTH2 authentication.
Report
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.
Supervisor
Yes, from computer (Imagicle Attendant Console dashboard) and free iPad app.
Supports Jabber Desktop Softphone
Yes (requires no physical telephone)
Supports MS Skype for Business Softphone
Integration with Cisco Presence Server and MS-Teams
Yes, for rich presence status of colleagues to operators
Integration with Skype for Business Server and Microsoft Teams
Call notes
Yes, on active calls and call registry
Call notifications
Yes, via e-mail and SMS messages, supporting personalized templates, automatically populated with current call details.
Coloured contact notes
Yes, on Imagicle Attendant Console's Colleagues tab
Caller Country
Show caller's country flag upon incoming call, on console display and call registry.
Pause management
Operators can select a pause reason among multiple options configured by the administrator, with an automatic pause option upon workstation locking status.
Transfer to Voicemail
Yes, allows to directly transfer an active call to user's voicemail. Compatible with both Cisco Unity and Imagicle VoiceMail.
Yes, allows to directly transfer an active call to an external personal voicemail system.
Accessibility
Yes, for blind and short-sighted operators, using JAWS and NVDA software. Font resizing is supported, too
Reliability
Full: calls are forwarded to agents' phones and they can be answered, even if Imagicle Attendant Console is not operational.
Secure connection
Now the proprietary protocol between Attendant Console and Imagicle UC Suite can be encrypted with TLS 1.2
External CRM/ERP automatic opening and SDK for integration with third-party apps
Yes, web-based or thick client based screen pop-up, with vaious call details passing
Call Recording triggers
Yes, through dedicated control buttons for Start/Stop/Pause/Resume (requires Imagicle Call Recording license)
Pause and Wrap up
Yes, manual pause with choice of multiple reasons; automatic Wrap-Up time at the end of each call.
Silent Monitoring & Whisper Coaching
Yes, dedicated buttons available for Advanced Supervisors
Panic Button
To trigger a phone calls to an emergency service or to Singlewire InformaCast application
Active Call panel
Yes, included into supervisors' dashboard to easily monitor and help agents
Plantronics headsets integration
Yes. Blackwire, Voyager, SAVI wireless models. Allows call answering/ending directly from the headset and automatically agent status change based on specific events.
Client virtualization support
Yes, with Citrix XenApp/Desktop and Microsoft Terminal Services
Hybrid scenario support
Yes, including multiple IP telephony platforms. Available on a project base
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 and operators’ phones control.
Globalized Dialing Plan (E.164) support
Yes
Multi-tenant / shared instance support
Yes, with full directories, agents, 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 release 12.0 of Cisco UCM, BE6K/7K.
GET THE CERTIFICATE
Imagicle is one of the few companies in the world to have received Cisco Preferred Solutions Developer certification.
Vision Dept certified for blind operator users of JAWS 2018 version or later.
Imagicle Attendant Console has been tested to be Windows 10 Compatible.
find out MORE
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".
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Available now.
WHAT'S NEW | WHAT'S COMING
Questo modulo non contiene records: va editato solo nel tab : AppConfig - Edit App Resources
It's important to receive clients with a smile on the phone. However, it's hard to do it for hours on end, if you don't have the right tools to simplify repetitive operations so that operators can answer quickly and professionally. All that Imagicle's Attendant Console is missing is your smile.
All telephone functions are just a click away, as are colleagues, company contacts and favorites, list of handled calls and much, much more.
The best solution to make your company's operators quick, efficient and happy. Available for both Windows and Mac users.
A call is received. You see the contact's name, number and photo. To answer, just click or press a combination of keys.
Transferring a call to a colleague just takes a second: "Drag and Drop" the call to the desired contact and you're done.
Just click to put a call on hold. You can also queue a call on an occupied extension (camp on) and automatically park it when the line is freed.
In a glance you see everything you need to know about your colleagues: if they're available, doing something else or busy with another call.
It's easy to notify a colleague of a call. Choose the ready-to-send template with the name and number of the person calling, and just click.
At a glance, you see how many calls are queued, in which queues, how long they've been waiting and who has priority.
View daily calendar info about Colleagues and Favorites, with several Available/Busy statuses with additional details by hovering the mouse on the calendar icon. Thanks the smart calendar you’ll be able to see the nearest next available time of your colleague.
READ more ON OUR BLOG >>
In high-risk situations, just a matter of seconds can mean all the difference in the world. In such cases, the faster and easier you can leverage an alarm, the better it is. You need fast, simple, automatic action. Like a simple red button on the application you have in front of you while you work.
You can now leverage your Emergency notification system, like Singlewire software.
Automatically open a card in your management program (or in any application) to check on a specific event (e.g. when the phone rings, when it is answered, when a call is ended, etc.) incoming traffic.
Example of integration with SalesForce
Imagicle Attendant and ZoomText Magnifier.
Imagicle Attendant is fully compatible with ZoomText Magnifier, software that makes computer use easier for the visually impaired. It makes it easier to read the screen, enlarging it, and adjusting colors to avoid tiring the eyes.
Imagicle Attendant was designed to be accessible for visually impaired and blind users. It is fully compatible with tools for interaction with computers, in particular with ZoomText Magnifier, Display Braille and voice synthesis software (JAWS version 2018 or later).
Certified by Vision Dept
Imagicle Attendant was designed to work with Imagicle's Advanced Queueing solution to provide all the functions you need: information and distribution of queued calls, operator login/logout management, performance reports, real-time dashboard and much, much more.
Discover Imagicle ADVANCED QUEUEING >>
In a glance, the dashboard gives supervisors a complete and up-to-date snapshot of queuing and operators so they can intervene if necessary.
Supervisors know exactly which operators are available for each queue, how many are on the phone, average and maximum answer times, how many calls have been missed, how many are underway and more.
SILENT MONITORING
Allows supervisors to monitor the agent’s work during real-time customer interaction:
In addition to monitoring the agent’s work, supervisors can help operators in real-time:
WHISPER COACHING
Tab dedicated to colleagues with their telephone and presence status, for Cisco Unified Presence Server, Skype for Business, Avaya Presence Services, Asterisk and other server presence.
All contact cards saved in Exchange, Outlook, SalesForce or any other Database can be integrated and consulted in a flash.
If you want profile access "caller ID”, VIP numbers and Smart Numbers, use them with the Imagicle solution that centralizes and synchronizes all company directories.
Discover Imagicle Advanced Directory >>
You just need a click to add new contact to your Console. During a call, from popup notification... Choose when and how.
You can edit (or delete) and share (in dept. or company directories) your existing contacts to keep your address books up-to-date and organized.
Finding the right contact becomes quicker and easier. With the advanced search filters, you can search for your contacts by fields and access any information in a snap.
Operators' work has never been simpler with integration of Attendant Console with Plantronics headsets to automatically set the desired status based on operator' proximity to their desk or on whether the headsets are worn or connected to the docking station.
Mylan
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.
Mylan Inc.
Pharmaceuticals
www.mylan.com
Imagicle ApplicationSuite for Cisco UC
Operator Desk ACD
Platform: Cisco UCM
Rajapack
“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.
Case History >>
Distributor
www.rajapack.it
Attendant Console ACD Advanced Queueing IVR Auto Attendant Speedy Enterprise
Platform: Cisco BE6000
Janney
“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.
Legal firm
www.janney.com
Attendant Console with Advanced Queueing Advanced directory
Platform: Cisco CUCUM 11.5
Datacol
“The decision to install the Imagicle Attendant Console, integrated with our Directories, was the natural completion of the positive experience we had with Imagicle”.
Diego Tadiello, IT Datacol
Italian company leader in the automotive industry, Datacol is now able to manage its corporate directories most simply and efficiently thanks to Imagicle Speedy Enterprise. Perfectly integrated with the Attendant Console, it centralizes and synchronizes all directories, providing fast searches, click to call and caller ID. In addition to streamlining daily work, this has allowed Datacol to save up to 100 hours a year..
Distribution
www.datacol.com
Speedy Enterprise Attendant Console Advanced Queueing
PLatform: Cisco UCM 11.5
find out more stories >>
Suite
architecture
Requirements
Compatibility
Imagicle Attendant Console is a client/server application.
On the server side, the component responsible for the CTI dialogue with the PBX and the dialogue with other components (directories, presence, queuing system) is called Blue's CTI Server. The Imagicle Attendant Console client component must be installed on each computer.
Automatic server configuration provisioning, user mobility via profile portability and automatic update. The TAPI driver needs to be installed only on the server.
Imagicle Attendant Console support Lync 2010/2013 and Skype for Business, additional license are not required to control the operator's telephone, to monitor the colleague status (BLF) and rich presence.
Furthermore, 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.
If the computer on which Imagicle Attendant Console is installed should crash for any reason, calls can be managed directly from the IP telephone, without missing a call, thereby guaranteeing a robust architecture. With a second server, continuous operation of Imagicle Attendant Console can be guaranteed.
If the first server, CTI Server or Queue Manager Enterprise on the primary server are not available, the client automatically connects to the secondary one, so the Imagicle Attendant Console can always be used, avoiding annoying lost services for customers.
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
Small business
Medium business
Enterprise
Up to 3 apps
AX Server
BX Server
Up to 5 apps
CX Server
Up to 7 apps
DX Server
Up to 9 apps
multiple servers are required, contact us for a project
Up to 11 apps
App classification per Customer Type
App classifications per Customer type.
Accounting and Billing extensions
Blue's Enterprise 4/Lync, Billy Blue's 4
<=120
>120-1000
>1000-25000
Budget Control extensions
Budget Control
Phone Lock users
StoneLock
IP Fax Server channels
StoneFax
<=4
>4-20
>20-905
Directory users
Speedy Enterprise
Advanced Queueing - Auto-Attendant
Queue Manager Ent. / Auto-Att. Module
<=30
>30-60
>60-180
CTI - Attendant Console users1
Blue's Attendant Professional - Enterprise
<=10
>10-30
>30-100
CTI - Desktop users1
Blue's One CTI Enterprise
<=25
>25-100
>100-500
Voice Mail & UM channels
SSAM
>4-48
Call recording channels/agents2
Call Recording
>20-5003
Hospitality services users4
Hotel Pack for Cisco UC
Server type or virtual machine
Server Class
CPU*
RAM
HD
Operating system
Class AX
Dual Core i3-2130 or higher / 2 dedicated vCPU (4 vCPU with Hyper-T) with 2.5Ghz reservation
6 GB
80 GB
MS Windows Server 2019-2016-2012 Standard/Data Center/Essentials
Class BX
Quad Core E3-1230 or higher / 4 dedicated vCPU (8 vCPU with Hyper-T) with 4.8Ghz reservation
8 GB
Class CX
Six Core E5-2620 or higher / 6 dedicated vCPU (12 vCPU with Hyper-T) with 6.9Ghz reservation
12 GB
120 GB
Class DX
Dual Quad Core E5-2620 or higher / 8 dedicated vCPU (16 vCPU with Hyper-T) with 8.9Ghz reservation
16 GB
Class EX
10 core E5-4627V4 or higher / 10 dedicated vCPU (20 vCPU with Hyper-T) with 12 Ghz reservation
200 GB
For more info regarding Windows OS for the Imagicle UC Suite please visit www.imagicle.com/go/OS
Virtualization requirements
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
Desktops-Laptops
IP Phones
Mobile devices
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
Web portal
Internet Explorer, Firefox, Safari, Chrome browser
Phone Lock
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 7800 series 7911 - 7912 - 7921 - 7922 - 7925g - 7931 - 7941 - 7942 - 7945 - 7961 - 7962 - 7965 - 7970 - 7975 (also old 7906, 7940, 7960) 8800 series
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
Hotel Pack
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 Supervisor
iPad
Imagicle Fax - Imagicle Contacts
iPhone/iPad and Android devices
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.
more details
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.
Operators with PC workstations can leverage the integration of Blue's Attendant console with Plantronics wireless headsets, to automatically set the desired status based on operator' proximity to their desk or on whether the headsets are worn or connected to the docking station. Mac users and operators using any other type of USB/phone headsets can continue to use it without any compatibility problem. Headphones listed in the table below are verified to operate directly with the Imagicle product. Other headphones are also expected to work with Blue’s Attendant but have never been officially tested by Imagicle: click this link to download a detailed list and supported functions. In this case, a preliminary test is required in order to verify the actual interoperability of the headphones.
Brand
Model
Events managed
Notes
Plantronics
Blackwire C520
Wear/not wear
Only in softphone mode (for example with Cisco Jabber)
Voyager Legend CS
Wear / not wear, connected to/disconnected from the base, out of the range
Dongle required
Savi W740A / W745A
connected to/disconnected from the base
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