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FAQ and Solutions
 
document How to periodically offer Voice Mail call transfer during queue waiting
This article details how to configure Imagicle Advanced Queuing to offer caller party the possibility to leave a message in a voice mailbox, instead of waiting a long time to be served by an operator. Imagicle provides a simple script, attached to this KB, to enable VoiceMail transfer feature....
rating 26 Aug, 2021 Views: 216
document QME lookup not working correctly and VIP calls not managed as they should because of Speedy used with different departments
Applies to All Application Suite with QME and Speedy used with different departments configured. Description When the call arrives to QME, during contacts lookup (Speedy), QME does not show the contact NAME in Attendant Console or phone display. Because of this we have two possible issues: ...
rating 01 Dec, 2017 Views: 297
document Enable detailed VoIP debug (SIP trace) for QME
Applies to: Imagicle Application Suite - Queue Manager Enterprise Solution: To enable low level SIP tracing for Queue Manager Enterprise, follow these steps: Edit (with notepad) text file: <StonevoiceAS>\Apps\QME\Settings\QME.Opal.config.xml Add the following line ...
rating 16 Jan, 2017 Views: 657
document Queue Manager Enteprise does not transfer calls to agents
Applies to: IAS Winter 2015 (2014.12.1) for Cisco UCM Description: QME answers incoming calls correctly, but can't distribute the calls to the agents, so the call remains in queue forever and no agent phone rings. Cause: This is related to a bug that affects only IAS Winter 2015 build 1...
rating 16 Jan, 2017 Views: 426
document How to remove the ringback tone for calls landing to QME/IVR SIP trunk
Applies to: Queue Manager Enterprise (CISCO UC) IVR for QME (CISCO UC) Description: The CUCM will play a ringback tone for incoming calls to ACD. To remove this ringback tone, a SIP Normalization Script must be used. The script will process any SIP messages coming from QME and will discard...
rating 30 Nov, 2017 Views: 586
document Phone Control: configurable timeout for TAPI Library and line monitoring initialization
Applies to IAS Winter 2019 or newer Description Bug symptoms: While autenticanting with Attendant Console, user receives a message of incorrect credentials (username and password) even if these are correct. At lines TAPI monitoring start, something goes wrong and log file Var\Log\...
rating 28 Jan, 2019 Views: 473
document The SIP invite coming from the CUCM and directed to the QME is rejected by the operating system; problems using network interface E1000/E1000e
Applies to All Windows Server OS Description Symptoms: QueueManager > QME is running but is not managing any incoming calls. The SIP invite coming from the CUCM and directed to the QME is rejected by the operating system. In a wireshark trace you can see that the TCP/IP stack of the...
rating 30 Mar, 2022 Views: 459
document QME Call List report, assign a call to the original called number instead of to the number that has answered
Applies to: Queue Manager Enterprise - minimum version 2020.Winter.1 Description: It is added again the possibility to associate a call to the original destination, instead of assign it to the extension that has answered. Consider for example the case of the destination number is forwarded...
rating 21 Nov, 2019 Views: 243
document FAQ
Configurations Q: Can an agent serve multiple queues? A: Yes, this is one of the supported and commonly used configurations. Q: Can two different agents have the same extension number? A: NO, QME cannot distinguish them and it cannot place indipendent consultation calls to each of them....
rating 27 Sep, 2020 Views: 289
document Advanced Queuing report failure due to out of memory
Affecting: Imagicle UC Suite rel. 2022.Summer.1.h1 and before Description: When you launch an Advanced Queuing report for a large time interval, it might happen you get an "out of memory" warning after a long waiting time. Cause: Report needs to retrieve a large amount of data from SQL and...
rating 23 Jan, 2023 Views: 164
document Wrong Caller ID and report data in Advanced Queuing for Webex Calling MT
Applies to: Imagicle UCX Cloud Suite - all versions Problems Description: Caller ID displayed on Imagicle Attendant Console "CURRENT CALLS" panel does not include queue name. If the call comes to the queue through a call forward, forwader number/name is not disclosed. Advanced Queuing does...
rating 13 Jun, 2023 Views: 55