Product Description
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Queue Manager is a powerful tool for adding queuing capabilities to operators on IP Telephony implementations based on the Cisco IP Communications.
Through a web interface it is possible to define different queues, composed by a certain number of operators. It is easily possible to customize audio prompts for calls on hold, busy or no-answer on every queue and define call distribution policies based on random or priority. Queue Manager is very useful in those implementations where queuing capabilities are needed. Moreover, if used in conjunction with Stonevoice™ IVR Manager, it provides a complete "contact centre" solution for SMB customers. Everything is configured through a simple web interface as for all Stonevoice applications.

Architecture
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Queue Manager is based on the B-ACD feature. When a call arrives into the system, it tries to connect the first available operator in a queue. If all operators are busy for that queue, then it plays a message to the user corresponding to the preconfigured audio prompt easily customizable through a web interface. When the first operator becomes available, Queue Manager redirects the call. Queue Manager monitors the state of the redirection and, if the call was not answered by the operator in a defined timeout, it would go back into the queue.
Queue Manager can handle multiple queues so that a different set of operators can be used for every specific queue. Every operator is able to login/logout to the queue with a single key on his IP Phone, giving the queue a dynamic and flexible behaviour.
The service offered is fully aligned with the innovative approach of the IP Telephony solution based on the  Cisco IP Communications.
Queue Manager is not available to any user by default. The administrator can specify the user's level of permission for the application.

Features
 - Queues
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The maximum supported number of queues is 4 (for a higher number of queues see "advanced features"). Each queue is able to handle unlimited calls and up to 20 agent. For each queue, the administrator can configure the following parameters:

• Queue parameters:
• call-retry-timer : The interval of time used to poll for an available operator.
• second-greeting-time: The interval of time at which the second greeting is to be repeated to waiting callers waiting.
• max-time-call-retry: The maximum period of time for which a call can stay in the queue.
• The Audio files:
• welcome prompt: prompted when the calling party comes into the queue
• op busy prompt: prompted when there areno available operator. This will be prompted in loop in combination with the on hold prompt
• on hold prompt: prompted after the on busy message to build the complete message + music loop for waiting
• disconnected prompt: prompted when there has been no answer from any available agent and the call will be disconnected from the queue to the voicemail number (if configured).
• Pilot Point number: the number to which the incoming call will be redirected and represents the reference for the queue.
• The Call distribution mode, which may be:
• sequential, to deliver the call to operators based on their priority
• longest idle, to deliver the call based on a fair way over all of them
• Operators and their priorities: the administrators can add and configure the agents to handle the call in the queue and the associated priority, which will be used by the Priority Distribution Mode to select them.

  - Statistics
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Queue Manager can also create a statistics database based on the Statistics Collection Engine.
The authorised users can then query the statistics per queue and interval time getting:

• calls per hour / total calls presented to the queue in the specified interval
• abandoned calls per hours / total abandoned calls in the specified interval
• average time to answer / maximum time in the specified interval.

 - Features Summary
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• Fully integrated with Stonevoice Application Suite (SAS).
• Completely Web based.
• DND (logout key in this release) can be used to prevent calls from ringing agent phone.
• Calls are routed to agents based on FIFO, sequential or longest idle agent available.
• Calls exit queue after the configured timeout and can be redirected to the Stonevoice SSAM voicemail.
• Administrative WEB console for local and remote system management
  • System parameters and Service control.
  • Definition of the number of queues and operators list for every queue
  • Definition of audio prompts for every queue
• Together with Stonevoice IVR Manager it provides a complete "contact center" solution for SMB customers.

Advantages
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• The service offered is fully aligned with the innovative approach of the Cisco IP Communication solutions.
• Flexible and performing. Completely Web based allows easy management and customisation of audio prompts and forwarded numbers.
• Fully integrated with Stonevoice Application Suite (SAS)
• Easy to use, configure and maintain
• Dynamic and flexible through the login/logout to the queue feature, with which any operator can join or leave the queue directly through the phone, without any need of software on his client PC

Requirements
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Server requirements
The Operating Systems supported and required are the following:

• Microsoft™ Windows 2000 Server with SP4,
• Microsoft™ Windows XP Professional,
• Microsoft™ Windows Server 2003 Standard, SBS Edition, Enterprise or Data Center Edition.

The minimum Hardware requirements are the following:

• Basic Class Processor (Pentium™ 1.4 Ghz),
• 256 Mb RAM,
• 20 GB Hard Drive,
• 1 Network Interface Card.

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Advanced features
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	CCM ONLY
	.