Imagicle - QME vs cisco 9.x acd-native call queuing - eng

© 2010-2012 Imagicle. All rights reserved.© 2010-2012 Imagicle. All rights reserved.

Imagicle QME vs Cisco UCM 9.0 and 9.1

built-in ACD serviceQuick comparison of the main features and market positioning.

© 2010-2012 Imagicle. All rights reserved.

Imagicle Application Suite 2012 for Cisco

• A single Suite with all essential applications to enhance your communications• Easy to use and ready to go

• Web based, with free Apple iOS and Android smartphones/tablets applications

• Includes self-monitoring and alerting tools

• Available in five languages

•Eight languages for Operator Console, including arabic

• Scalable from 50 to 25,000 users and more• All Cisco UC (6.x-7.x-8.x-9.x) platforms supported

• Integrated with Cisco UCM and Microsoft Active Directory

• Installable on hardware or virtual servers, Cisco UCS with CUCM co-residency supported

• “Cisco Compatible” certified

• Certified for most popular Microsoft operating systems


Queue Manager Enterprise - ACDCustomers’ Welcome Solution you were looking for

1. Enhanced ACD with multiple queues support, advanced call distribution algorithms, customizable welcome voice prompts, VIP management, calendar management, camp-on queues, standard voice prompts in six languages included by default

2. Complete queuing control, with historical statistics accessible from web and Supervisor’s real time data accessible from Blue’s Attendant client and iPad

3. Operator Console indipendent, QME allows queued calls viewing even from IP phone. Fully integrated with Imagicle’s own attendant console solution (Blue’s Attendant)


Imagicle Supervisor for QMECustomer Service is always under control

UCUC

Imagicle Supervisor

With Imagicle Supervisor you can control and manage in real time Customer Service’s queues and agents from everywhere• Requires Imagicle Queue

Manager Enterprise

Free App for Apple iPAD


QME positioning

• Any company who needs to manage answering groups (i.e. Operator consoles, Sales and/or Support teams):

• There are two possible positioning and configuration scenarios (or hybrid scenario)1. For operators with phone only

Just Queue Manager Enterprise; to manage queues with welcome prompt, day/night shifts and answering groups/operators, real time and historical statistics without a dedicated PC software

2. For operators with PC Console and phone Queue Manager Enterprise + Blue’s Attendant for a full Operator Console management; blind or short-sighted personnel supported, PC software client included for full phone call handling and advanced functionalities with welcome prompt, day/night shifts and answering groups/operators, real time and historical statistics without a dedicated PC software


QME: how does it work ?

• QME connects to CUCM via SIP trunks for voice call handling and via CTI to monitor operators’ status• Does not use CTI ports resources. CUCM, starting from rel. 8.6, has

default embedded TAPI resources for all users

• Courtesy messages and music on hold are played using high quality G.711 or G.729 codecs

CUCM

Trunk SIP

PSTN Imagicle AppSuite ServerQueue Manager Enterprise

Link TAPI


QME: how does it work ?

CUCM

PSTN

Agent n - busy

Queue 1 (801) Queue 2 (802) Queue3 (803)

Waiting calls

Imagicle AppSuite ServerQueue Manager Enterprise

Agent 1 with AC - busy 3 calls 1 call 1 call

Custom welcome and hold messages per queue


QME: Key features

• Intuitive web interface to configure voice prompts and queue behaviors• localized in 5 languages: ITA, ENG, FRA, DEU, ESP

• Unlimited queues support• Special queue to manage busy extensions (Camp on)• Queue Login/Logout from phone, web interface and Imagicle Operator Console• Operators, customized prompts, time thresholds definition for each queue• Queue opening time management, with holidays configuration• Professional voice prompts included in 6 languages: ITA, ENG, FRA, DEU, ESP, ARABIC• Operators can login to multiple queues• Advanced call distribution algorithms:

• Sequential, priority, idle time, broadcast, round robin

• Operator can be automatically logged out if not answering calls• VIP prioritized treatment (requires Speedy Enterprise)• Caller ID look-up and display on IP phone and operator console (requires Speedy Enterprise)• Advanced historical statistics on web interface• Supervisor PC application with daily and real time statistics (optional)• Free Supervisor iPad App with daily and real time statistics• High availability solution (hot redundancy)


Data available on QME-enabled IP phonePhone only operator

• On a single line operator’s IP phone, when incoming call reaches operator’s phone from QME, you can see:•Queue name (default) and/or Caller ID (requiresSpeedy Enterprise)•Caller phone number

• Compatible with all display equipped IP phones and softphones•It is not an XML service: just signaling information.•Data and viewing format depends on phone model


• With advanced multi line configuration, it is possible to view queued calls list• Configuring the queue (o queues) to distribute incoming calls to a dummy line (i.e. 100) deviated to first operator’s

line (i.e. 101)

• As many operator’s phone lines as number of calls to be placed in the queue, deviated upon busy status to next line (i.e. 101->102, 102->103, ...)

• For each incoming call, queue name and /or caller ID (requires Speedy Enterprise), caller number are displayed

Data available on QME-enabled IP phonePhone only operator


Blue’s AttendantIdeal Operator Console for your customer service

1. Looks nice, easy to use, rich in functionalities. Eight languages supported2. Integrated with phone presence, corporate directories and QME queues3. Certified for all operators, also for short-sighted or blind employees


Data available on PC Console with QMEagent with Attendant Console

• Queued calls, logged agents, callers data, historical statistics and real time dashboard for each queue and agent•Different data viewed, based on supervisor or agent profiles


Cisco UCM 9.0 and 9.1 built in ACDNative Call Queing

• Extends “hunt pilot” functionality

• Configuration interface for CUCM admin

• FIFO call queuing method

• Single distribution algorithm

• Agents’ Login-logout using a softkey, to all subscribed queues

• Music on hold (MoH) and voice prompts upload via FTP•No voice prompts provided by default

• In case of no answering calls, operators are always logged out automatically•From all groups: no more incoming calls. Incoming calls are queued

• Basic real time information from admin interface•No historical statistic data available


Data available on CUCM ACD enabled IP phoneNative Call Queing

• Queue number ID, number of calls waiting, longest call waiting time• Compatible with 8900 – 9900 series phones and IP Communicator

• No directory integration for caller ID look up and display


Features CUCM 9.0-9.1 ACD Native Call Queuing Queue Manager Enterprise

Scalability 250 calls on UCM, unlimited groups(max. 100 calls per queue)

360 calls per server, unlimited queues (120 waiting calls + 240 camp on)

Announcements Customizable Welcome, MoH and periodic message per queue

Customizable Welcome, MoH and periodic message per queue

Queuing approach FIFO FIFO, VIP management (with Speedy Enterprise)

Distribution algorithms Idle time only Idle time, sequential, round robin, broadcast, priority

No answer behaviour Always log out the operator Configurable, log out the operator or no action (default)

Shared operatorsOperators can belong to different

groups and see the number of caller on incoming calls. Only some models

can display group name

Operators can belong to different queues and see the number of caller and queue

name on incoming calls

Login/Logout Through a SoftKey simultaneously to ALL groups By calling a specific number, per queue

Imagicle QME vs CUCM 9.0-9.1 ACD 1/2


Features CUCM 9.0-9.1 ACD Native Call Queuing Queue Manager Enterprise

Login/Logout status NoWeb based for admin and supervisor or

through the operator console, iPad. Possibility to force the login/out status of

agents

Day/Night/Holidays NoQueue opening and closing management

both manual and automatic with announcements and behaviours

customizable

Camp on (queuing calls for busy extensions) No Included w/o additional license required

(2x number of waiting channels)

Historical stats and reports No Web based, advanced reports both on queues and operators

Integration with Operator ConsolesNo operator console available

(IP phones can’t either see the list of waiting calls)

Integrated with Blue’s Attendant to offer list of waiting calls, selective picking,

queue opening/closing, login/out and real time statistics

Directories integration for Caller ID service no

Caller ID with any directories (Speedy Enterprise required: LDAP, AD, Exchange,

Lotus Notes, MS SQL, Salesfoce, CRM, XLS, CSV )

Imagicle QME vs CUCM 9.0-9.1 ACD 2/2

Be


Faster, smarter, easier

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Imagicle - QME vs cisco 9.x acd-native call queuing - eng

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