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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: 223
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: 300
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: 665
document 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...
rating 16 May, 2018 Views: 1035
document 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...
rating 21 Jun, 2024 Views: 2419
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: 470
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: 247
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: 295
document 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...
rating 15 Apr, 2022 Views: 382