Welcome to the Advanced Queueing KB
Imagicle Advanced Queuing is the enhanced call queuing and distribution application that allows an effective management of incoming calls, without the need of complex and dedicated call center systems. It allows accepting and managing high volumes of incoming traffic, keeping the calls in queues and playing music while waiting for an operator to become available.
Advanced Queuing is the perfect product for inbound telephony services: front-end agents, help desks, switchboard operators. Advanced Queuing is mainly focused on:
Providing a comfortable waiting treatment to external and internal callers
Optimizing calls dispatching and operators tasks, raising the daily volume of managed calls
Providing enhanced reports to monitor and tune the company incoming calls treatment
The web interface enables the administrator to design in a few steps either simple queuing services or more complex scenarios, including calendar schedules, backup routing, overflow treatments, leveraging the wide set of available features and the flexibility of the application.
Waiting queues
A waiting queue is an entry point for incoming calls that need to be dispatched to one or more operators. Calls enter the queue and are dispatched to the first available agent or are held in queue while agents are busy or not available.
Calls are managed in a FIFO fashion (first in, first out).
While waiting in queue, music on hold and other optional voice prompts are played to the callers.
Each queue is mainly associated to:
A unique mnemonic name to identify the queue
A unique telephone number (DNIS), which is the pilot number to be called to enter the queue.
A set of destination targets (agents or phone numbers) configured to answer the incoming calls.
A set of programmed behaviours, based on time/calendar schedule and exceptions.
A set of voice prompts.
A login telephony number that agents can dial to login/logout themselves in the queue.
A priority level in the range 1-10
Basically, the usual call flow that is applied when the queue is in service is the following:
Welcome Message ⇒ Waiting Music (loop) and optional wait voice prompts ⇒ Transfer to the agent
The priority level is considered when an agent is serving multiple queues: calls in higher priority queues are first served by the system.
Treatments and behaviours
A treatment is an action that can be applied to the incoming call in a particular time interval or in a specific situation. Available treatments include:
Enqueue: the call is put in queue waiting for an available agent. An optional configurable welcome message can be provided.
Drop: the call is dropped by Advanced Queuing, usually applied when the call is out of service. An optional configurable voice message can be provided before hang up.
Transfer-to: forwards the call to another phone number (maybe another queue, a mobile number, a backup hunt group, etc.). An optional configurable voice message can be provided before transferring the call.
A behaviour is basically a time interval or a particular situation that triggers a specific treatment on the incoming call. Following behaviours can be defined for each queue, they are listed in the increasing priority order they do apply:
Default behaviour: this behaviour and the related treatment are applied out of any configured schedule. For example this can be used to set the queue out of service out of the scheduled days/time intervals.
Ordinary weekly schedule: the weekly schedule that applies to the queue. Administrators can program treatments over the week specifying which treatments to apply in each configured time interval.
Holidays and special events: these are scheduled exceptions that override the weekly ordinary schedule (for example the Christmas day or a special opening on Sunday).
Particular scenarios: particular situation that trigger specific treatments, regardless of the programmed schedule. For example, particular treatments can be defined if no agents are available when the call arrives or if there is an overflow in the waiting queue.
Programming the queue means defining the possible behaviours with the associated treatments and voice prompts.
Destination targets
Imagicle Advanced Queuing dispatch queued calls to the first available destination target. Two kinds of destination targets can be configured for each queue:
Agents: UCX Suite user associated to his/her primary extension. The agent needs to login the queue to receive calls. Agents are normally associated to a CTI-monitored phone.
Simple destination numbers: this is a non CTI-monitored phone number reachable by Advanced Queuing, for example an analog extension, a hunt group pilot, a voicemail pilot, an external phone number. Login is not required by this kind of targets in order to receive calls from the queue.
Advanced Queuing tries to monitor the target phone number via CTI (if available), to optimize the call distribution and save the conversation times for reporting scopes. Advanced Queuing tries to transfer the call to an idle target (not busy). Targets that cannot be monitored via CTI (like external numbers or analog phones) are engaged by the Advanced Queuing in a best-effort way, attempting a call transfer even if they are busy, eventually retrying later. Please be aware that some distribution algorithms don't work properly if one or more targets are not CTI-monitored (see the dedicated section for details).
Agents can login/logout in one of the following ways:
Calling the queue login/logout toggle number from the operator's phone: call is answered and current login status is played back.
Using the login/logout web page, in the UCX Suite web portal
Using the UCX Console client
Imagicle Contact Manager integration
Imagicle Advanced Queuing can lookup caller numbers into Contact Manager public directories content. If a match is found, two additional features are available:
If the matched contact belongs to a VIP directory, the call is managed by Advanced Queuing with higher priority respect to the other regular calls;
Advanced Queuing can show the caller name/surname/company on UCX Console, when receiving a call from a contact whose number is available in a Contact Manager directory accessible to the operator.
Both these features are available only if Contact Manager is licensed on the same Imagicle UCX Suite.
Advanced Queuing Licensing
Imagicle Advanced Queueing license is bundled into Imagicle UCX Attendant Console and UCX Agent Console (any version), including 2 channels each, meaning the number of concurrent calls waiting on queue(s).
If you are expecting a high volume of inbound calls hitting your queues, you can expand the Advanced Queueing license up to 400 channels per UCX Suite instance.
Camp-on resources included in Advanced Queuing license is double the number of channels. Please note that Camp-On feature is only available to switchboard operators equipped with Imagicle UCX Attendant Console Enterprise or Professional.
