Attendant Console. Blue s Attendant. The best and most complete operator console solution. Imagicle ApplicationSuite INCLUDED INTO THE FOR CISCO UC

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1 Imagicle ApplicationSuite FOR CISCO UC CROSS PLATFORM FOR SKYPE FOR BUSINESS Attendant Console The best and most complete operator console solution. Copyright Imagicle spa Brands cited must and will be considered as registered brands property of their respective owners.

2 Receiving calls from your Clients. Simple and efficient. 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-beforeexperienced 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. FOR CISCO UC Designed for your Cisco Communications Manager, BE6K-7K, HCS. CROSS PLATFORM Ideal for Avaya, Aastra, Alcatel, Unify (Siemens) platforms and for other UC systems. FOR SKYPE FOR BUSINESS Complete your Microsoft Skype for Business, adding those missing services users can t miss. Attendant Console 1

3 Six good reasons to love the new Attendant Console. FIND OUT MORE ABOUT 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, /text notification and much more, it s perfect for every operator 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. Attendant Console 2

4 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. Attendant Console 3

5 The perfect companion for any telephone operator. 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. 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. Attendant Console 4

6 FIND OUT MORE ABOUT 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. 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. Attendant Console 5

7 Ready for any ability. Imagicle Attendant was designed to be accessible for visually impaired and blind users. It is fully compatible with tools for interaction with computers, in particular with ZoomText Magnifier, Display Braille and voice synthesis software (JAWS and NVDA). Certified by the F. Cavazza Institute 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. Inseparable from Queue Manager Enterprise 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. Complete control in real time. 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. Attendant Console 6

8 Attendant Console Deployment Mac Support Scalability Provisioning is a client/server product. Client to be installed on the Operator/Agent Windows PC or thin client. Server is included in the 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. can be also installed on Mac OS X 100 operators and 120 channels for queued calls per instance (physical or virtual), maximum 100 queues. Multiple instances supported. Manual or automatic from CuCM via AXL or Microsoft AD, LDAP/OpenLDAP systems and CSV files. High Availability Active Hot Standby, either on same DC or different DC (Disaster Recovery) System alarms Queuing and messaging Camp on Auto-attendant User experience Directories Report Supervisor Supports Jabber Desktop Softphone Supports MS Skype for Business Softphone Integration with Cisco Presence Server and Skype for Business Call notes Call notifications Contact notes Yes, via and SNMP Flexible and powerful queue configuration with audio messages and distribution algorithm through web interface based on day/night/holiday schedules. Yes, can transfer calls to busy extensions with automatic queuing until available or return to the operator after timeout. Auto Attendant module (optional) with super easy 3 steps web wizard to define Auto Attendant services Paired with Queue Manager Enterprise, it guarantees a complete attendant console solution, with advanced queuing, auto attendant, historical and real-time statistics Maximum 500,000 contacts. From CUCM, LDAP/AD or any other sources with connectors included (Salesforce.com, MS Dynamics, etc). Possibility to add/edit/delete contacts directly from the Attendant Console client. Optional Speedy Enterprise for advanced directory management, with optional XML services. Yes, both pre-configured historical reports per queue and per agent via web interface and real-time statistics through attendant console Yes, from computer ( dashboard) and free ipad app Yes (requires no physical telephone) Yes (requires no physical telephone) Yes, for rich presence status of colleagues to operators. Yes, only for active calls Yes, via and text message with personalized templates that are automatically populated with call info Yes, internal contacts. SMS Yes, via ready and configurable provider servers. Attendant Console 7

9 Attendant Console MAIN FEATURES Caller Country Transfer to Voic Accessibility BLUE S ATTENDANT + QUEUE MANAGER ENTERPRISE Automatically show caller country info on queue and, console display and call history Yes, allows to directly transfer an active call to a user s voic . Compatible with both Cisco Unity and Imagicle SSAM. Yes, with JAWS and NVDA software SUITE (included) Reliability Automatic card opening and SDK for integration with customized apps Protocols and codec Total. Calls are directed to telephones and can be answered even if the console via PC crashes. Yes, URL link or Windows app with passage of settings. Completely SIP based, supports both G.711 and G.729. Hold and Wrap up Integration of Plantronics headsets Client virtualization support Yes, both manual (Hold) and automatic after the call has been taken (Wrap up) Yes. Blackwire, Voyager, SAVI models. Allows call answering/ending directly from the headset and automatically sets ready status, logout and hold based on specific events Yes, with Citrix XenApp/Desktop and Microsoft Terminal Services Hybrid scenario support Available on a project basis Globalized Dialing Plan (E.164) support Protocols and codecs Protocols and codecs Multi-tenant / shared instance support Multi cluster support Yes Queuing based on the SIP protocol, supports both G.711 and G.729. Operator phone control based on TAPI Queuing and operators phones control based on Microsoft UCMA. Yes, by partitioning visibility to both queues, related reports, internal and external directories Yes, with non-overlapping dialing plan and same UC System version across the clusters Languages sales@imagicle.com T T T