Attendant Console - Imagicle · Imagicle Attendant Console is the operator console software solution that integrates perfectly with ... Ideal for Avaya, Aastra, Alcatel, Unify (Siemens)

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Blue’s AttendantAttendant Console

The best and most complete operator console solution.

FOR CISCO UC

CROSS PLATFORM

FOR SKYPE FOR BUSINESS

INCLUDED INTO THE

Imagicle ApplicationSuite

Imagicle Attendant Console is the operator console software solution that integrates perfectly with Imagicle Queue Manager Enterprise 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.

Receiving calls from your Clients.Simple and efficient.

Blue’s AttendantAttendant Console 1INCLUDED INTO THE


Designed for your CiscoCommunications Manager, BE6K-7K, HCS.

Ideal for Avaya, Aastra, Alcatel, Unify (Siemens) platforms and for other UC systems.

Complete your Microsoft Skype for Business, adding those missing services users can’t miss.

FOR SKYPE FOR BUSINESSCROSS PLATFORMFOR CISCO UC

Blue’s AttendantAttendant Console 2

QME and Directories.Ideal with other Imagicle apps as Queue Manager Enterprise, to see

queues and caller info, Directories to easily find all needed contacts.

Available for everyone.Certified for visually impaired

and blind operators. Compatible with ZoomText Magnifier, Display

Braille and Vocalizer.

Presence status.Displays the status of connected presence servers such as Cisco

Unified Presence Server, Skype for Business and more.

Attractive and easy.Attractive, easy-to-use and offering

plenty of features, it simplifies your company’s operators’ work.

In eight languages.Available in: English, French, Spanish, German, Arabic, Portuguese, Dutch

and Italian.

Peace of mind for any operator.With integration with CRM/ERP cards, personal KPI, e-mail/text notification

and much more, it’s perfect for every operator

INCLUDED INTO THE


Six good reasons to lovethe new Attendant Console.

FIND OUT MORE ABOUT

www.imagicle.com

Smile.Your job becomes easier, and your clients can tell.



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.



The pinkest Attendant Consoleever made.

Nicer, faster, smarter.

Adapt it to your moodA color for every day, change the theme of your console

to match your everyday mood at best.

Things you’ve always done. Like you’ve never done them before.

Answering.A call is received.

You see the contact’s name, number and photo.

To answer, just click or press a combination of keys.

Transferring.Transferring a call to a colleague

just takes a second: “Drag and Drop” the call to the desired contact

and you’re done.

Parking.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.

Available?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.

Click. Notifying colleagues of calls.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.

Who’s on queue?At a glance, you see how many calls

are queued, in which queues, how long they’ve been waiting

and who has priority.



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.

The perfect companionfor any telephone operator.

CD



Trigger Call Recording directly fromyour Blue’s Attendant.

Turn on your PC and you are automatically logged in to your queues.

Turn off the PC and you are automaticallylogged out.

Did you forgetto put in pause?



Integrated with each directory

Colleagues.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.

Personal and company.All contact cards saved in Exchange,

Outlook, SalesForce or any other Database can be integrated and

consulted in a flash.

With Speedy.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.

Add a contact.You just need a click to add new

contact to your Console. During a call, from popup notification... Choose when and how.

Modify it.You can modify (or delete)

your contacts whenever you want to keep all your directories up-to-date

and organized.

Share it.Decide how to save your contacts,

inside your personal directories or sharing with your department

or the entire company.

Fully integrated with your CRM/ERP.

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.

FIND OUT MORE ABOUT

www.imagicle.com

CONTAC TS REGISTRY



Imagicle Attendant was designed to be accessible for visually impaired and blind users.

It is fully compatible with tools for interaction with com-puters, in particular with ZoomText Magnifier, Display Braille and voice synthesis software (JAWS and NVDA).

Certified by the F. Cavazza Institute

Ready for any ability.

IMAGICLE ATTENDANT E 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 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.

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.

Inseparable from Queue Manager Enterprise

Complete controlin real time.

Listen to operatorsand guide them.

Allows supervisors to monitor the agent’s work during real-time customer interaction:

• monitor performances to meet quality standards

• improve agent performances

• increase customer satisfaction

• identify areas to be improved as well as best practices for targeted training

Silent Monitoring

In addition to monitoring the agent’s work, supervisors can help operators in real-time:

• allows you to recommend a different course of conduct while talking to customers or address complex problems

• instruct and train your agents via live training

• optimize time and training costspractices for targeted training

Whisper Coaching



Operators’ work has never been simpler with integration of Blue’s Attendant 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.

Imagicle and Plantronics.The perfect pair for every operator.

MAIN FEATURES BLUE’S ATTENDANT + QUEUE MANAGER ENTERPRISE - REL. WINTER 2019 SUITE(included)

DeploymentBlue’s Attendant is a client/server product. Client to be installed on the Operator’s/Agent’s Windows PC, Mac or thin client. Server is included in the Imagicle ApplicationSuite 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 180 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, LDAP/OpenLDAP systemsand CSV files.

High Availability Active Hot Standby, either on same DC or different DC (Disaster Recovery).

System alarms Yes, via e-mail and SNMP.

Queuingand messaging

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 Queue Manager Enterprise, it guarantees a complete attendant console solution, with advanced queuing, auto attendant, historical and real-time statistics.

DirectoriesMax 100,000 contacts per directory and 800,000 global contacts. From CUCM, LDAP/AD or any other sources, with connectors included (Salesforce.com, MS Dynamics, etc). Add/edit/delete contacts directly from Blue’s Attendant Console. Optional Speedy Enterprise for advanced directory management, including XML services.

Report Yes, queues and agents-based pre-configured historical reports from web portal; real-time statistics through Blue’s Attendant dashboard.

Supervisor Yes, from Blue’s Attendant dashboard and free iPad app.

Supports JabberDesktop Softphone

Yes, both PC and Mac clients.

Supports MS Skypefor Business Softphone

Yes.

Integration with Cisco Presence Server and Skype for Business

Yes, for real-time rich presence status display on Blue’s Attendant’s Colleagues tab.

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 Blue’s Attendant’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 SSAM.

Accessibility Yes, for blind and short-sighted operators, using JAWS and NVDA software.

Reliability Full: calls are forwarded to agents’ phones and they can be answered, even if Blue’s Attendant is not operational.

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 endof each call.

Silent Monitoring & Whisper Coaching Yes, dedicated buttons available for Advanced Supervisors.

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 SIP-based Advanced Queuing, supporting G.711 and G.729. Operators’ phone control based on CTI/TAPI.

Protocols and codecs 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.

Languages


[email protected] T +39.0584.943232 T +971.436.05197 T +1.305.5013030 www.imagicle.com

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Attendant Console - Imagicle · Imagicle Attendant Console is the operator console software solution that integrates perfectly with ... Ideal for Avaya, Aastra, Alcatel, Unify (Siemens)