UCX Console Thick Client versions
Imagicle UCX Agent and Attendant Console thick client versions 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 |
|
Echo/Noise Suppression |
Yes |
No |
No |
No |
|
UCX Console -Silent monitoring and Whisper coaching |
No |
No |
Yes |
No |
UCX Agent Web Client version
Imagicle UCX Agent web client AI Voice CORE is compatible with the same above mentioned calling platforms, with limited features shared among all of them. Phone control features are not included in the Imagicle AI Voice CORE web panel, thus all CTI-based actions are performed through the native desk or softphone interface. See below a list of AI Voice CORE web client features:
-
Login/logout to all Imagicle queues where agent belongs to;
-
Pause/resume/wrap-up from Imagicle queues, with reason selection;
-
Contact details pop-up on dedicated panel, upon inbound call and during the conversation;
-
Waiting calls panel showing all calls still to be served, with relevant wait time;
-
Contact data resolution in contact details, active calls and waiting calls panels
