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Auto Attendant Module for Advanced Queueing
Why you need it
The Auto Attendant Module for Advanced Queueing allows everyone to implement company Auto Attendant services on a professional level thanks to the intuitive wizard included in the Suite web interface. Designing your answer menu, defining behaviours and settings, has never been easier.
Natively designed to work with Advanced Queueing. Together they make a perfect match that provides a complete automatic welcome solution.
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At a glance
With customized answer structures and intuitive options that reduce waiting time and make the access to services more exact and fast.
You can create services thanks to an easy wizard via web, defining behaviours and configuration in a few clicks.
Designed to allow anyone to manage services independently and in real time, without the intervention of technicians or professional services.
Distributed as an additional module ofQueue Manager Enterprise. The perfect match for a complete welcome solution.
Thanks to the possibility of combining different behaviours together and implement multi-level menus.
Based on standard VoiceXML, it is possible to create scenarios on a project basis, such as Caller ID, DB integration and more.
The solution is officially certified for the latest available release of Cisco UCM, BE6K/7K.
GET THE CERTIFICATE
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
Being put on hold or talking to the wrong person is the worst first impression your company could make. Auto Attendant Module for Advanced Queueing reduces wait times for Clients, automates the simplest or most frequent answers, makes finding information easier, improves Customer Care service, lightens the load of your contact center operators, and much more.
Being put on hold or talking to the wrong person is the worst first impression your company could make.
Auto-Attendant Module for Queue Manager Enterprise reduces wait times for Clients, automates the simplest or most frequent answers, makes finding information easier, improves Customer Care service, lightens the load of your contact center operators,
and much more.
Thanks to the intuitive web wizard, you can quickly design and manage your menu on your own: you can define the desired behaviours, phone numers or queues calls to redirect calls to, audio messages, timeout time and much else.
Faster, smarter, easier.
By simply stating the name and number to activate the service.
Choosing among: Multi-level Menu, Call Transfer, Play a Message,
By adding an audio message, for instance, or an action on each selection (transfer, submenu, ...).
To design the incoming call flow, thus allowing customers to choose among the available possibilities, using the dial pad of their telephone.
To route customers to the most appropriate agent or department, thus preventing loss of time caused a phone call being bounced from an extension to another.
Perfect to automate the most common and simple answers and provide self-service information (opening/closing time, services cost, addresses, etc.).
It allows to be connected to the required extension by simply dialling the number after a tone.
Based on standard VoiceXML, on a project basis, it is possible to create specific behaviours for your Company thanks to dedicated scripts.
For example, you can offer authentication services through a pin code that enable the access to subscribed services or you can provide automatic telephone services where an integration with a database is required, such as polls management, market surveys, consumptions reading, and so on.
Find out immediately how many calls have been transferred, how many customers left while waiting,
if any disruption occurred and much, much more. Directly in your email, too, whenever you want.
Design your answer menu, defining behaviours according to the day, the time slot, closing days and holidays.
Natively designed to work with Queue Manager Enterprise to provide a complete Customer Service solution.
The Auto Attendannt allows to associate the selection made by the customer to a specific queue set up in the Queue Manager Enterprise, where, according to different distribution algorithms, the most appropriate agent will answer in the shortest time possible.
You can also trigger the Auto Attendant service only in the case when no agent is available on the queue, in order not to let the customer waiting too long without an answer.
DISCOVER queue manager enterprise >>
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.
“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 >>
for Cisco UC
ACD Advanced Queueing
IVR Auto Attendant
Platform: Cisco BE6000
Abu Dhabi Ports Company
“The features and end services meet all of our expectations. I would highly recommend both the solution and its supplier, Imagicle.”
Ammar Al Hayyani - Senior Telecommunication Engineer IT
Located in one of the most avant-garde commercial ports in the Persian Gulf, ADPC serves the world's largest container ships arriving from the Far East.
Implementing Imagicle solutions has practically eliminated personal calls and cut telephone bills by at least 20%.
Reports on telephone abuses have been almost eliminated, and, thanks to Speedy Enterprise, calls are faster than ever, representing savings of 10 employee days per year.
Abu Dhabi Ports Company
Accounting & Billing
Platform: Cisco UCM
QBE is one of the world's top insurance groups, and a leader on the Australian market, where it was founded back in 1886.
Today, the group is present in 43 countries around the world, with over16,000 employees, offering insurance and reinsurance services that cover even the most complex risks in non-life segments.
At the group's largest European office, QBE decided to virtualize its fax service using Imagicle's IP Fax Server solution.This allows the employees at the 11 British offices to manage their faxes directly from their computers or smartphone.
IP Fax Server
Like many clients, GSK also needed to offer its employees a more advanced directory service than the one included in Cisco UC, adding info on internal contacts with external numbers, cell phone, department and site, profiling the directory per user-group and allowing access from IP telephones and from the web.
Using the Imagicle ApplicationSuite, GSK's European employees now have a centralized company directory that's complete and synchronized, perfectly compatible with the global numbering plan and able to generate speed dial numbers for any contact.
For some departments, the next step will be to centralize and synchronize the directories of external contacts, like partners, customers and suppliers, and to provide access to them from fixed phones, mobile devices and Cisco Jabber, using Imagicle gadgets.
find out more stories >>
Auto-Attendant Module is distributed as an additional module for Queue Manager Enterprise that is connected to the PBX via a SIP/SIPs Trunk.
The Auto-Attendant is accessible directly (Scenario 1), by calling one of the specific numbers assigned to them, or it can be triggered by the Queue Manager Enterprise (Scenario 2) in the case of queue closed or in overflow for no available agents.
Auto-Attendant flow ends when the call has been hung up or transferred in blind mode to a queue or a mobile indoor/outdoor phone.
Auto-Attendant Module and Queue Manager Enterprise 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 license are not required to control the operator's telephone, to monitor the colleague status (BLF) and rich presence.
Auto-Attendant Module adopts the same Active-StandBy HA mode of Queue Manager Enterprise, where a single Imagicle server can accept calls to IVR flows.
PBX is configured with three possible routes:
This configuration covers any type of failure that might happen on Imagicle server.
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
Imagicle UC Suite installation package and Imagicle Virtual Appliance includes a Microsoft® SQL Server® 2017 Express Edition instance, offering top security, improved performance and 10 GB database. While updating an existing UC Suite installation to latest version, you’ll be prompted to upgrade MS-SQL version too, in a transparent way for system administrator.
All Imagicle apps leverage SQL Server database to store configurations and index data. You can choose embedded SQL 2017 Express Edition or you can create Imagicle DB in your own existing MS-SQL Server Standard/Enterprise Edition ver. 2008 or later, with the following storage considerations:
Call Analytics – requires 820 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 (ver. 2008 or later) shall be used (not included in UC Suite).
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
Attendant Console client versions equal or newer than Summer 2020 require Imagicle UC Suite release greater than 2018.Spring.1.
CPU dual-core or higher, 4GB RAM,
OS MS Windows 7/8/10 32-64 bit
macOS ver. 10.13.6 (High Sierra) up to 11.3 (Big Sur). 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.
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