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Advanced Queueing
The finest queue management.
Imagicle Advanced Queueing is the solution to transfer calls to operators based on their availability, reducing customer waiting times and analyzing queues in detail.
The right boost for your welcoming services.
Customer satisfaction starts here.
6 languages to welcome and connect your customers to the right person. Shorter waiting times, happier customers.
Fast, smart, always on.
Flexible and powerful queue configuration leveraging several distribution algorithms, providing a fast, reliable service 24/7.
Let your customers know their position in the queue.
An automatic message informs the caller of their place in the queue upon calling, setting the right waiting expectations.
Simple integration. Exceptional Customer Service.
Designed to work flawlessly with Imagicle Attendant Console and Auto Attendant for a complete, rich, easy-to-use solution.
Dedicated functions for operators, supervisors and admins.
Advanced user profiling, easy queue login/logout, wrap-up interval for all agents, queues set up and intervention.
The data you need to drive real business outcomes.
Collect crucial info with a range of reports detailing call traffic patterns to improve performance and customer satisfaction.
Customer satisfaction starts here.
6 languages to welcome and connect your customers to the right person. Shorter waiting times, happier customers.
Fast, smart, always on.
Flexible and powerful queue configuration leveraging several distribution algorithms, providing a fast, reliable service 24/7.
Let your customers know their position in the queue.
An automatic message informs the caller of their place in the queue upon calling, setting the right waiting expectations.
Simple integration. Exceptional Customer Service.
Designed to work flawlessly with Imagicle Attendant Console and Auto Attendant for a complete, rich, easy-to-use solution.
Dedicated functions for operators, supervisors and admins.
Advanced user profiling, easy queue login/logout, wrap-up interval for all agents, queues set up and intervention.
The data you need to drive real business outcomes.
Collect crucial info with a range of reports detailing call traffic patterns to improve performance and customer satisfaction.
Integrated with the solutions you love.
Try Advanced Queueing
We'll show you the best purchase options for your business, with perpetual licenses or subscriptions.
Details that make the difference.
Customer Service as you want it.
Configure professional voice prompts choosing among 6 different languages and set queue behaviors and time thresholds for each queue from an intuitive and easy-to-use web interface. Log in and out of your queues from phone, web interface, or the Attendant Console.
A comprehensive solution with the Imagicle apps.
Included in the Attendant Console, Advanced Queueing lets you forward calls to operators based on their status, manage calls from an intuitive interface with all functions just a click away and run reports on call traffic. By adding Auto Attendant and Contact Manager, you can create multi-level auto-attendant menus and centralize your contacts.
A personalized welcome in your customers' language.
Professional messages in 6 languages, hold music, and the option to customize the messages while configuring a weekly-based timetable, including ordinary opening/closing time and holidays. And to top it all off, when someone calls, an automatic message informs the caller of their place in the queue.
A profile for every need for a 100% customized service.
Set up your service from the web portal, starting from the configuration of user profiles. Observer for statistic data view only, standard operator, supervisor, operator with queues monitoring rights and agent management, queue manager, operator with partial or full queue management rights, administrator or customized profile.
Wrap-up time, Camp-on, distribution algorithms.
Configurable wrap-up time for agents to debrief the call, Camp-On to transfer calls to busy extensions with automatic queuing until available or return to the operator after the timeout. Calls are distributed to the available agents based on several advanced call distribution algorithms and VIP treatment.
If you can measure it, you can improve it!
Measuring performance has never been simpler: pre-configured reports to analyze volumes per queue, hold times, distribution per result (dropped, outside business hours, served, etc.), average call management times, distribution of calls per operator, and more. You can also schedule reports and get them directly in your e-mail.
Shall we arrange a demo?
We'll guide you through the benefits of Imagicle Advanced Queueing.
Get the most out of it.
Imagicle Advanced Queueing is often used in combination with these solutions.
Attendant Console
Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.
Learn More
Auto Attendant
Design your answer menu and define behaviours and settings. Managing automatic call answering has never been easier.
Learn More
Contact Manager
Synchronize your contacts among multiple directories. Enable click to call and welcome your customers by name with the Caller ID.
Learn More
Advanced Services
Rely on a dedicated team to facilitate configuration and integrations.
ImagicleCare
Choose the best plan for your business and get the support you need in 7 languages.
Resources.
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Download
Security BlogStay Compliant: A Complete Guide to Compliance Recording.Stay Compliant: A Complete Guide to Compliance Recording.Learn how to navigate regulatory requirements, protect sensitive information, and optimize your recording processes.
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Download
Brochure BlogElevate your Microsoft Teams experience with AI-enhanced Imagicle appsElevate your Microsoft Teams experience with AI-enhanced Imagicle appsMicrosoft Teams: from calling platform to a 360-degree tool to handle your communications in the new digital era.
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Brochure BrochureImagicle Customer Service Product Brochure.Imagicle Customer Service Product Brochure.
Download
Security Blog
Stay Compliant: A Complete Guide to Compliance Recording.
Stay Compliant: A Complete Guide to Compliance Recording.
Learn how to navigate regulatory requirements, protect sensitive information, and optimize your recording processes.Download
Brochure Blog
Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
Microsoft Teams: from calling platform
to a 360-degree tool to handle your
communications in the new digital era.
Brochure Brochure
Imagicle Customer Service Product Brochure.
Imagicle Customer Service Product Brochure.
It's your turn! Give it a try!
Get your 30-day free trial to test the Imagicle solution first-hand.
Request your free trial
Advanced Queueing Tech Specs.
All the technical specifications you need to work with Imagicle at best.
Compatible calling platforms.
What calling platforms is Advanced Queueing compatible with?
Platforms listed in the following table have been verified for operation with the product. Imagicle solutions are based on technological standards and therefore operate with many of the most commonly used systems on the market. Should your system not be listed, please contact our technical department to check interoperability. Cloud Connector, Office365 and Teams are currently not supported.
| Producer | System | Release | Certifications | Notes |
|---|---|---|---|---|
| Alcatel - Lucent | OmniPCX Enterprise | 9.x-10.x | Requires as many Alcatel SIP Trunk licenses as the number of proposed Advanced Queuing channels | |
| Avaya-Nortel | Communication Manager - Aura | 6.x-7.x-8.x | Requires as many Avaya SIP Trunk licenses as the number of proposed Advanced Queuing channels | |
| BroadSoft | BroadWorks | R22.0 and above | BroadSoft Compatible | CTI Monitoring through XSI APIs |
| CISCO | HCS | 8.6- 9.x- 10.x- 11.x-12.x-14.x | ||
| CISCO | Unified Communications Manager (Included Webex Calling Dedicated) | 8.6- 9.x- 10.x- 11.x- 12.x-14.x | Cisco Compatible | |
| CISCO | Unified Communications Manager Business Edition 6000 | 8.6- 9.x- 10.x- 11.x-12.x-14.x | Cisco Compatible | |
| CISCO | Unified Communications Manager Business Edition 7000 | 8.6- 9.x- 10.x- 11.x-12.x-14.x | Cisco Compatible | |
| CISCO | Unified Communications Manager Express | 7.x- 8.x- 9.x-10.x-11.x-12.x-14.x | As CTI Monitoring is not available- the following algorithms cannot be used: Priority and Idle Time. The conversation time (maximum and average time included) will be zero on the following reports: Call Volume- Time Analysis- Call Details- Agent analysis | |
| CISCO | Webex Calling Multi-Tenant | Native integration | ||
| Microsoft | Microsoft Teams - Skype for Business Server 2015/2019 | Native integration | ||
| Mitel-Aastra-Ericsson | MiVoice Business | 8.0.1.25 | Imagicle CTI licenses required. | |
| MaticMind | MonkeyVoice | 2 | Imagicle CTI licenses required. |
Check what requirements you need to satisfy to deploy in production or test in your lab.
Shall we arrange a demo?
We'll guide you through the benefits of Imagicle Advanced Queueing.
Advanced Services
Rely on a dedicated team to facilitate configuration and integrations.
ImagicleCare
Choose the best plan for your business and get the support you need in 7 languages.
It's your turn! Give it a try!
Get your 30-day free trial to test the Imagicle solution first-hand.
Request your free trial
From the Imagicle Beat blog.
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Products BlogHow to empower customer service with Imagicle.How to empower customer service with Imagicle.Learn how to empower agents and overall customer service with AI-powered technology and unified call management.
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Products Blog15 Tips to Improve Customer Satisfaction in Call Centers15 Tips to Improve Customer Satisfaction in Call CentersLearn how to bring customer satisfaction to new hights by improving call center strategies.
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Discover
Products BlogMeet Imagicle Virtual Receptionist, the digital twin of your human receptionists.Meet Imagicle Virtual Receptionist, the digital twin of your human receptionists.Discover how you can bring your customer service to 10 without efforts.
Products Blog
How to empower customer service with Imagicle.
How to empower customer service with Imagicle.
Learn how to empower agents and overall customer service with AI-powered technology and unified call management.
Products Blog
15 Tips to Improve Customer Satisfaction in Call Centers
15 Tips to Improve Customer Satisfaction in Call Centers
Learn how to bring customer satisfaction to new hights by improving call center strategies.Discover
Products Blog
Meet Imagicle Virtual Receptionist, the digital twin of your human receptionists.
Meet Imagicle Virtual Receptionist, the digital twin of your human receptionists.
Discover how you can bring your customer service to 10 without efforts.Dedicated webinars.
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EN
Watch
WEBINAR - Release45’Introducing UCX Engage Essentials for Webex Customer Experience Essentials. (EMEAR)Join us in this webinar as we showcase the new Imagicle UCX Engage Offer. -
EN
Watch
WEBINAR - Tech Lab40’Customer Service: 3 apps for a comprehensive, scalable solution.Cut operational costs by combining three different apps into a single panel. It's Imagicle Customer Service. -
ENWatch
WEBINAR - Release40’Meet Imagicle Virtual Receptionist, the digital twin of your human receptionists.Register to this webinar included in the Summer '24 Release dedicated to Imagicle Virtual Receptionist, your human receptionist's digital twin.
EN
Watch
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WEBINAR - Release
45’
Introducing UCX Engage Essentials for Webex Customer Experience Essentials. (EMEAR)
Join us in this webinar as we showcase the new Imagicle UCX Engage Offer.
EN
Watch
Watch
WEBINAR - Tech Lab
40’
Customer Service: 3 apps for a comprehensive, scalable solution.
Cut operational costs by combining three different apps into a single panel. It's Imagicle Customer Service.
EN
Watch
Watch
WEBINAR - Release
40’
Meet Imagicle Virtual Receptionist, the digital twin of your human receptionists.
Register to this webinar included in the Summer '24 Release dedicated to Imagicle Virtual Receptionist, your human receptionist's digital twin.
Let's find out more!
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Download
Brochure BlogElevate your Microsoft Teams experience with AI-enhanced Imagicle appsElevate your Microsoft Teams experience with AI-enhanced Imagicle appsMicrosoft Teams: from calling platform to a 360-degree tool to handle your communications in the new digital era.
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Products BlogOmnichannel Customer Service: what, why, and how?Omnichannel Customer Service: what, why, and how?Provide customers with a consistent service across all touchpoints and improve customer loyalty and brand reputation.
-
Download
Security BlogStay Compliant: A Complete Guide to Compliance Recording.Stay Compliant: A Complete Guide to Compliance Recording.Learn how to navigate regulatory requirements, protect sensitive information, and optimize your recording processes.
Download
Brochure Blog
Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
Microsoft Teams: from calling platform
to a 360-degree tool to handle your
communications in the new digital era.
Products Blog
Omnichannel Customer Service: what, why, and how?
Omnichannel Customer Service: what, why, and how?
Provide customers with a consistent service across all touchpoints and improve customer loyalty and brand reputation.Download
Security Blog
Stay Compliant: A Complete Guide to Compliance Recording.
Stay Compliant: A Complete Guide to Compliance Recording.
Learn how to navigate regulatory requirements, protect sensitive information, and optimize your recording processes.We love answering your questions.
Can I easily add or remove operators from queues without IT intervention?
Yes. If your role allows it (from supervisor up), you can easily manage queues on your own. For example, you can open or close a queue and select correspondent operators.
Can I create a queue for every purpose or service? How many queues can I create?
There’s no limit. Imagicle Advanced Queuing allows you to create as many queues as you need.
How does the distribution of Advanced Queuing work?
We have several call distribution algorithms for flexible and powerful queue configuration, based on day/night/holiday schedules. You can select different distribution behaviors for each queue.
Can I announce to the waiting customers when they will be served?
Yes, the customer will be announced their position in the queue (1st position, 2nd position, etc.), in order to set the right expectations.
Can I assign different levels of access to the queues?
Yes. Advanced Queueing supports multilevel access: each user will be given different privileges based on role.
Get the most out of it.
Imagicle Advanced Queueing is often used in combination with these solutions.
Attendant Console
Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.
Learn More
Auto Attendant
Design your answer menu and define behaviours and settings. Managing automatic call answering has never been easier.
Learn More
Contact Manager
Synchronize your contacts among multiple directories. Enable click to call and welcome your customers by name with the Caller ID.
Learn MoreIt's your turn! Give it a try!
Get your 30-day free trial to test the Imagicle solution first-hand.
Request your free trial