The finest queue management.

Imagicle Advanced Queueing is the solution to transfer calls to operators based on their availability, reducing customer waiting times and analyzing queues in detail.

The right boost for your welcoming services.

Customer satisfaction starts here.

6 languages to welcome and connect your customers to the right person. Shorter waiting times, happier customers.

Fast, smart, always on.

Flexible and powerful queue configuration leveraging several distribution algorithms, providing a fast, reliable service 24/7.

Let your customers know their position in the queue.

An automatic message informs the caller of their place in the queue upon calling, setting the right waiting expectations.

Simple integration. Exceptional Customer Service.

Designed to work flawlessly with Imagicle Attendant Console and Auto Attendant for a complete, rich, easy-to-use solution.

Dedicated functions for operators, supervisors and admins.

Advanced user profiling, easy queue login/logout, wrap-up interval for all agents, queues set up and intervention.

The data you need to drive real business outcomes.

Collect crucial info with a range of reports detailing call traffic patterns to improve performance and customer satisfaction.

Customer satisfaction starts here.

6 languages to welcome and connect your customers to the right person. Shorter waiting times, happier customers.

Fast, smart, always on.

Flexible and powerful queue configuration leveraging several distribution algorithms, providing a fast, reliable service 24/7.

Let your customers know their position in the queue.

An automatic message informs the caller of their place in the queue upon calling, setting the right waiting expectations.

Simple integration. Exceptional Customer Service.

Designed to work flawlessly with Imagicle Attendant Console and Auto Attendant for a complete, rich, easy-to-use solution.

Dedicated functions for operators, supervisors and admins.

Advanced user profiling, easy queue login/logout, wrap-up interval for all agents, queues set up and intervention.

The data you need to drive real business outcomes.

Collect crucial info with a range of reports detailing call traffic patterns to improve performance and customer satisfaction.

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Integrated with the solutions you love.

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For Enterprises

All the must-have apps for your UC platforms: one suite, one server, one support, one experience. Always up-to-date and suitable for every company, On-Prem or Cloud.
Cloud On-Prem

For Service Providers

Complete your UCaaS offer with all the services your customers need. You can have the Imagicle UC Suite running on the Imagicle Cloud or hosted in your DCs.
Cloud Hosted
Try Advanced Queueing
We'll show you the best purchase options for your business, with perpetual licenses or subscriptions.
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Details that make the difference.

Customer Service as you want it.

Configure professional voice prompts choosing among 6 different languages and set queue behaviors and time thresholds for each queue from an intuitive and easy-to-use web interface. Log in and out of your queues from phone, web interface, or the Attendant Console.
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Design a comprehensive solution with the Imagicle apps.

Included in the Attendant Console and working hand in hand with it, the Advanced Queueing allow you to easily forward calls to operators based on their status, manage incoming calls from an intuitive interface with all functions just a click away and run detailed reports on call traffic. And by adding Auto Attendant and Contact Manager, you can manage multi-level auto-attendant menus and centralize all your contacts.

A personalized welcome in your customers' language.

Professional messages in 6 languages, hold music, and the option to customize the messages while configuring a weekly-based timetable, including ordinary opening/closing time and holidays. And to top it all off, when someone calls, an automatic message informs the caller of their place in the queue.

A profile for every need for a 100% customized service.

Set up your service from the web portal, starting from the configuration of user profiles. Observer for statistic data view only, standard operator, supervisor, operator with queues monitoring rights and agent management, queue manager, operator with partial or full queue management rights, administrator or customized profile.

Wrap-up time, Camp-on, distribution algorithms.

Configurable wrap-up time for agents to debrief the call, Camp-On to transfer calls to busy extensions with automatic queuing until available or return to the operator after the timeout. Calls are distributed to the available agents based on several advanced call distribution algorithms and VIP treatment.

If you can measure it, you can improve it!

Measuring performance has never been simpler: pre-configured reports to 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 more. You can also schedule reports and get them directly in your e-mail.
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Shall we arrange a demo?
We'll guide you through the benefits of Imagicle Advanced Queueing.
Request the demo

Get the most out of it.

Imagicle Advanced Queueing is often used in combination with these solutions.
Attendant Console - Centralino Telefonico

Attendant Console

Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.

Learn More

Auto Attendant

Design your answer menu and define behaviours and settings. Managing automatic call answering has never been easier.

Learn More

Contact Manager

Synchronize your contacts among multiple directories. Enable click to call and welcome your customers by name with the Caller ID.

Learn More
Attendant Console - Centralino Telefonico

Attendant Console

Auto Attendant

Contact Manager

Advanced Services

Advanced Services

Rely on a dedicated team to facilitate configuration and integrations.
Discover the Advanced Services
ImagicleCare

ImagicleCare

Choose the best plan for your business and get the support you need in 7 languages.
Discover ImagicleCare

Resources.

  • Brochure Brochure
    Imagicle Customer Service Product Brochure.
  • Products Blog
    Advanced Queueing. Increased performance and unlimited scalability.
    How did we reach unlimited scalability for our Advanced Queueing solution? Click here to find out.
  • EN Thu. 14 Jul 11:00 AM EDT RegisterRegister
    WEBINAR - Release
    30’
    Imagicle for Microsoft Teams. Enriched integrations.
    Call Analytics ready to monitor and analyze even external calls, automatic user sync from Azure ID to the Cloud Suite and an outstanding Conversational AI.
    • All resources

    Book your free demo.

    We'll show you how it works and answer your questions.
    Request the demo

    It's your turn! Give it a try!

    Get your 30-day free trial to test the Imagicle solution first-hand.
    Request your free trial

    Do you want a quote?

    We'll show you the best purchase solution for your business.
    Request a quote

    Advanced Queueing Tech Specs.

    All the technical specifications you need to work with Imagicle at best.

    Compatible calling platforms.

    What calling platforms is Advanced Queueing compatible with?

    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.

    ProducerSystemReleaseCertificationsNotes
    Alcatel - LucentOmniPCX Enterprise9.x-10.xRequires as many Alcatel SIP Trunk licenses as the number of proposed Advanced Queuing channels
    Avaya-NortelCommunication Manager - Aura6.x-7.x-8.xRequires as many Avaya SIP Trunk licenses as the number of proposed Advanced Queuing channels
    BroadSoftBroadWorksR22.0 and aboveBroadSoft CompatibleCTI Monitoring through XSI APIs
    CISCOHCS8.6- 9.x- 10.x- 11.x-12.x-14.x
    CISCOUnified Communications Manager (Included Webex Calling Dedicated)8.6- 9.x- 10.x- 11.x- 12.x-14.xCisco Compatible
    CISCOUnified Communications Manager Business Edition 60008.6- 9.x- 10.x- 11.x-12.x-14.xCisco Compatible
    CISCOUnified Communications Manager Business Edition 70008.6- 9.x- 10.x- 11.x-12.x-14.xCisco Compatible
    CISCOUnified Communications Manager Express7.x- 8.x- 9.x-10.x-11.x-12.x-14.xAs CTI Monitoring is not available- the following algorithms cannot be used: Priority and Idle Time. The conversation time (maximum and average time included) will be zero on the following reports: Call Volume- Time Analysis- Call Details- Agent analysis
    CISCOWebex Calling Multi-TenantNative integration
    MicrosoftMicrosoft Teams - Skype for Business Server 2015/2019Native integration
    Mitel-Aastra-EricssonMiVoice Business8.0.1.25Imagicle CTI licenses required.
    MaticMindMonkeyVoice2.00Imagicle CTI licenses required.
    Check what requirements you need to satisfy to deploy in production or test in your lab.
    Requirements
    Shall we arrange a demo?
    We'll guide you through the benefits of Imagicle Advanced Queueing.
    Request the demo
    Advanced Services

    Advanced Services

    Rely on a dedicated team to facilitate configuration and integrations.
    Discover the Advanced Services
    ImagicleCare

    ImagicleCare

    Choose the best plan for your business and get the support you need in 7 languages.
    Discover ImagicleCare

    Book your free demo.

    We'll show you how it works and answer your questions.
    Request the demo

    It's your turn! Give it a try!

    Get your 30-day free trial to test the Imagicle solution first-hand.
    Request your free trial

    Do you want a quote?

    We'll show you the best purchase solution for your business.
    Request a quote

    Dedicated webinars.

    • EN Thu. 7 Jul 11:00 AM EDT RegisterRegister
      WEBINAR - Release
      30’
      Imagicle Conversational AI. Your new superpower.
      Discover the new platform that automates conversations by integrating chat and voice channels with virtual and human agents to improve CX and EX.
    • EN Thu. 14 Jul 11:00 AM EDT RegisterRegister
      WEBINAR - Release
      30’
      Imagicle for Microsoft Teams. Enriched integrations.
      Call Analytics ready to monitor and analyze even external calls, automatic user sync from Azure ID to the Cloud Suite and an outstanding Conversational AI.
    • EN Tue. 12 Jul 11:30 AM CEST RegisterRegister
      WEBINAR - Release
      30’
      Imagicle for Webex Calling. Empowered integration.
      Digital Fax, 100% integrated with Webex Calling and 100% cloud-based. Automatic user sync from Azure ID to the Cloud Suite and much more.
  • EN Thu. 7 Jul 11:00 AM EDT RegisterRegister
    WEBINAR - Release
    30’
    Imagicle Conversational AI. Your new superpower.
    Discover the new platform that automates conversations by integrating chat and voice channels with virtual and human agents to improve CX and EX.
  • EN Thu. 14 Jul 11:00 AM EDT RegisterRegister
    WEBINAR - Release
    30’
    Imagicle for Microsoft Teams. Enriched integrations.
    Call Analytics ready to monitor and analyze even external calls, automatic user sync from Azure ID to the Cloud Suite and an outstanding Conversational AI.
  • EN Tue. 12 Jul 11:30 AM CEST RegisterRegister
    WEBINAR - Release
    30’
    Imagicle for Webex Calling. Empowered integration.
    Digital Fax, 100% integrated with Webex Calling and 100% cloud-based. Automatic user sync from Azure ID to the Cloud Suite and much more.
    • See all webinars

    We love answering your questions.

    Yes. If your role allows it (from supervisor up), you can easily manage queues on your own. For example, you can open or close a queue and select correspondent operators.

    There’s no limit. Imagicle Advanced Queuing allows you to create as many queues as you need.

    We have several call distribution algorithms for flexible and powerful queue configuration, based on day/night/holiday schedules. You can select different distribution behaviors for each queue.

    Yes, the customer will be announced their position in the queue (1st position, 2nd position, etc.), in order to set the right expectations.

    Yes. Advanced Queueing supports multilevel access: each user will be given different privileges based on role.

    Get the most out of it.

    Imagicle Advanced Queueing is often used in combination with these solutions.
    Attendant Console - Centralino Telefonico

    Attendant Console

    Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.

    Learn More

    Auto Attendant

    Design your answer menu and define behaviours and settings. Managing automatic call answering has never been easier.

    Learn More

    Contact Manager

    Synchronize your contacts among multiple directories. Enable click to call and welcome your customers by name with the Caller ID.

    Learn More
    Attendant Console - Centralino Telefonico

    Attendant Console

    Auto Attendant

    Contact Manager

    Book your free demo.

    We'll show you how it works and answer your questions.
    Request the demo

    It's your turn! Give it a try!

    Get your 30-day free trial to test the Imagicle solution first-hand.
    Request your free trial

    Do you want a quote?

    We'll show you the best purchase solution for your business.
    Request a quote