Imagicle UCX Console features by Calling Platform
Imagicle UCX Agent and Attendant Console clients are compatible with several on-prem and Cloud-based Calling Platforms. A limited amount of features are available to some specific Calling Platform only, as highlighted in the following features comparison table:
Feature | Imagicle for MS- Teams (ACS) | Imagicle for Avaya CM (Aura) | Imagicle for CUCM/WxC DI | Imagicle for Webex Calling MT |
Advanced Queuing/Auto Attendant support | Yes | Yes | Yes | Yes |
Advanced Queuing - Call distribution (agent status awareness) | Yes | Yes | Yes | Yes |
Advanced Queuing/Auto Attendant - transfer to PSTN (ex in case of office closed) | Yes, requires “Connect” SIP routing (SBC-to-SBC) | Yes | Yes | Yes |
Advanced Queuing - Caller ID on Soft Phones and Desk Phones | Yes, when phone is ringing. | Yes, when phone is ringing. | Yes | Yes, when phone is ringing. |
UCX Console - Softphones and Desk phones support | No need for a phone device: UCX Console includes softphone features | Yes, CTI-monitorable Avaya branded desk phones and softphones. | Yes. Webex, Jabber and Cisco CTI controlled phones | Yes, Webex and MPP phones |
UCX Console -Login/Logout to queues | Yes | Yes | Yes | Yes |
UCX Console -Initiate an outbound call | Yes | Yes | Yes | Yes |
UCX Console - Call Registry and recall | Yes | Yes | Yes | Yes |
UCX Console -Favorites | Yes | Yes | Yes | Yes |
UCX Console -Hang up | Yes | Yes | Yes | Yes |
UCX Console -Answer | Yes | Yes | Yes | Yes |
UCX Console - Call toggle | Yes | Yes | Yes | Yes |
UCX Console -Hold | Yes | Yes | Yes | Yes |
UCX Console -Resume | Yes | Yes | Yes | Yes. |
UCX Attendant Console -Park/unpark | Yes (using camp-on park resources) | Yes (using camp-on park resources) | Yes (native park ports) | Yes (native or using camp-on park resources) |
UCX Attendant Console - Camp-on | Yes | Yes | Yes | Yes |
UCX Console -Blind transfer | Yes | Yes | Yes | Yes |
UCX Console -Supervised transfer | Yes. | Yes | Yes | Yes |
UCX Console -Transfer to user’s voice mail | Yes | No | Yes | Yes |
UCX Console -Conference | No | No. | Yes | No |
UCX Console -Panic button | Yes | Yes | Yes | Yes |
UCX Console -Start/stop recording | No | No | Yes | No |
UCX Console -Pause/resume recording | No | No | Yes | No |
UCX Console -Recording status | Yes | No | Yes | Yes |
UCX Console -Telephony Presence | Yes | Yes, requires Imagicle CTI Server component | Yes | Yes |
UCX Console - Rich presence | Yes | Yes (SIP Simple) | Yes | Yes |
UCX Console -Screen popup | Yes | Yes | Yes | Yes |
UCX Console -Caller ID | Yes | Yes | Yes | Yes |
UCX Console -Hotkeys | Yes | Yes | Yes | Yes |
UCX Console -Calendar integration | Yes | Yes | Yes | Yes |
UCX Console - Real Time statistics | Yes | Yes | Yes | Yes |
UCX Console -Silent monitoring and Whisper coaching | No | No | Yes | No |