An attendant console is a specialised operator console solution designed for switchboards and receptionists, designed to enable efficient handling of inbound and outbound calls, call parking, drag-and-drop transfers, queue monitoring and presence status of colleagues. The Imagicle Attendant Console simplifies operator workflow with rich UI panels where queues, parked calls, colleague directories, hot-keys and more are unified in a single screen, whereas a regular softphone just allows voice calls and maybe basic call control. 

Yes. The Imagicle Attendant Console is built to integrate with major UC platforms including Microsoft Teams (via ACS-based integration) and all Cisco platforms (UCM, Webex Calling Multi-Tenant, Webex Calling Dedicated Instance via native integration). Console features slightly vary across platforms, but it works with the same service level On-Prem, Cloud, or during the migration.

Within the console you can manage active calls in the “Current Calls” panel, and simply drag the call item onto the target contact or colleague in the directory panel to initiate a transfer. You can execute either a blind transfer or consultative transfer: for blind, you move the call and the system transfers immediately; for consultative, you first call the target, then complete the transfer. 

Absolutely. The Attendant Console provides the same user experience whether the operator is in-office or working remotely. It supports smart working scenarios, with full directory and call-handling features accessible via PC, respecting UCaaS architecture for remote connectivity.

The Attendant Console natively includes Silent Monitoring (listen to an agent’s live call without them knowing) and Whisper Coaching (supervisor gives live guidance to the agent during the call)*. When paired with the Imagicle Advanced Queueing application, includes supervisor-oriented panels: a dashboard for real-time monitoring of agents, queues, waiting times and handled/missed calls which can also be used as a wallboard.

*These features are not available for Microsoft Teams.

Yes. When paired with the Imagicle Contact Manager application, it integrates with directories (Exchange, Outlook, Salesforce and other LDAP/AD directories) so that all contacts (corporate and personal) are available within seconds. It also supports click-to-call functionality from the directory panel.

The Attendant Console is certified for use by visually impaired or blind users, compatible with assistive tools such as ZoomText Magnifier, Braille displays and Vocalizer software. This ensures it’s fully accessible and inclusive for all operators, in-office or remotely.

The console supports major enterprise calling platforms (on-premises and cloud) such as Cisco UCM, Webex Calling, Microsoft Teams, and general SIP/UCX-based systems. It manages CTI control, BLF (Busy Lamp Field) statuses, colleagues’ presence, calendar integration and more. For more information, visit the Attendant Console Tech Specs.

No, the Attendant Console requires the Advanced Queueing software to receive calls and integration with a calling platform to enable telephony. Upon purchasing, you will be given 2 Advanced Queueing channels (which you can later scale). And for complete customer service, you can add Auto Attendant and Contact Manager.

If the Attendant Console fails to log in, common issues include invalid credentials, CTI server unreachable, incorrect extension mapping in UCX Suite, network/firewall issues blocking CTI communication, or unsupp­orted certificate/authentication method (especially with SSO or self-signed certificates). The knowledge base provides a full troubleshooting guide under Troubleshooting guide “Attendant Console Login Failed”.

Yes. Administrators can deploy the console in “silent mode” (without user intervention) using standard deployment tools. This supports large-scale roll-out to operator PCs without manual input. The knowledge base provides a more complete answer under How to let a system admin deploy the Attendant Console in silent mode, without user intervention.

The call park feature lets operators park a live call on a park slot and retrieve it later from the call parked tab. It relies on the call park feature of the PBX, so you must first configure a range of call park numbers on it, enable CTI call park monitoring for the CTI user, and then enable the call parked panel in the Imagicle Attendant Console. If parking or retrieving fails, test call park directly from the phone, verify that park numbers and CTI permissions are correctly configured on the PBX, and then restart CTI/TSP services if needed.

Imagicle Attendant Console offers several keyboard shortcuts to speed up daily activity. The most important is the Fast Search hot-key (by default CTRL+2), which opens a search window where operators can type a name or number and instantly search across colleagues, favourites and directory contacts, then call or transfer with one click. Additional hot-keys can be configured for actions like answer, hold, transfer, park and queue login/logout, and are fully customisable from Tools → Options → HotKeys in the client.