FAQ and Solutions
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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....
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26 Aug, 2021
Views: 194
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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: ...
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01 Dec, 2017
Views: 276
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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 ...
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16 Jan, 2017
Views: 636
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In Avaya Communication Manager incoming calls from anonymous numbers are unable to reach QME agents
Applies to QME working with Avaya CM Description In Avaya CM (Communication Manager) incoming calls from anonymous numbers are unable to reach QME agents Cause Queue Manager receives a 403 Forbidden (Invalid Domain) SIP message from Avaya pbx when it tries to make consultation call...
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16 May, 2018
Views: 983
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Avaya Aura PBX and Imagicle Suite specific configurations to enable Queue Manager Enterprise, auto attendant and Blue's Attendant console applications.
Applies to Imagicle Customer Service solution on Avaya ACM IP telephony environments Scope This article contains all required information for configuring Imagicle Customer Service bundle in Avaya CM / Aura telephony environments, with focus on SIP and CTI-based communications. Attendant...
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01 Feb, 2022
Views: 2261
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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...
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30 Mar, 2022
Views: 430
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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...
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21 Nov, 2019
Views: 227
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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....
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27 Sep, 2020
Views: 259
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Avaya IP Office and Imagicle UC Suite specific configurations to enable Advanced Queuing and Attendant Console applications.
Applies to Imagicle Customer Service solution on Avaya IP Office telephony environments Scope This article contains all required information for configuring Imagicle Advanced Queuing and call distribution + Imagicle Attendant Console in Avaya IP office telephony environments, with focus on SIP...
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15 Apr, 2022
Views: 320
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