Product Description
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Queue Manager is a powerful tool that adds queuing capabilities to operators on IP Telephony implementations based on Cisco IP Communications. Queue Manager is targeted to those companies that are looking for a powerful but cost effective queuing tool for operators. Moreover, if used in conjunction with StonevoiceT 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. Through this web interface, Queue Manager makes it possible to define up to 12 queues and assign a list of operators to them. Each queue can be customized with audio prompts for welcome, busy and music on hold messages, and have a specific call distribution policy based on the priority of operators or cyclic
Architecture
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Queue Manager interacts with the Cisco IP Communication through a TAPI Interface and is capable of monitoring a set of IP Phones. When a new phone call arrives at the route point of the queue (i.e. it's telephone number), Queue Manager tries to connect it to the first available operator in the queue. If all the operators assigned to that queue are busy, it prompts the caller with an audio message. When an operator becomes available, Queue Manager redirects the call to him/her. Queue Manager monitors the state of the redirection and, if the call was not actually answered by the operator in a definite time span, puts the call back in the queue. Queue Manager can handle multiple queues so that a different set of operators can be used for each queue; however operators cannot be shared between different queues. All operators are able to login/logout to the queues even directly from their IP Phone, giving the queue a dynamic and flexible behavior. The queues are completely independent, so it's possible to build different queues accessible by different operators for a call-center like feature. Three kinds of players can interact with the Queue Manager:
- Administrators can start, stop, configure and monitor the queues. They can also analyze the performance of the system.
- Supervisors can only monitor the number of waiting calls in the queues, but cannot configure or start them. They can also monitor the operators and login/logout them.
- Operators (or agents) are Stonevoice Application Suite users appointed to answer the calls. Any user becomes an operator when his/her telephone number is joined to a queue.
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 12 and can be configured based upon the purchased license. The sum of the number of operators and the number of calls that can be kept on hold on a single queue is 29. So if a queue has 15 operators, it can keep up to 14 calls on hold.
- Operators
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Operators can be joined to a specific queue as illustrated in the image below.
The order in which operators are displayed in the list matches their priority in the call distribution sequence. This is significant only if the call distribution mode for this queue is set to "Priority".
- Audio Files
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The Welcome and Busy prompt, as well as the Music on Hold can be customized. You can upload any audio file by the Audio Files Management link. It will be automatically converted in the right format and available for selection in the queue configuration.
Monitoring
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Administrators and Supervisors can see the list of the operators joined to the queues, their priority, and if they are logged in or out the system at any time.
Administrators and Supervisors can also monitor the current status of the queues as shown in the image below.
Each row displays the data of a running queue and all data get refreshed automatically:
- Registered: the number of operators joined to the queue
- Logged In: the number of available operators
- Busy and Free: these number reflect the status of the available (logged in) operators
- Calls Waiting: If every operator has been polled and found busy, the call is put in a queue, waiting for an operator to become free. This is the number of enqueued calls.
- Statistics
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The Queue Manager Administrators may analyse the performance of the queues and of the operators by clicking on the "Queue statistics" and "Operator statistics" links in the Application Suite menu. A dialog will ask the limits of time span to analyse. In the Queue Statistics page, select also the number of the Queue you want to analyze, as illustrated below. In the Operator's Statistics page, enter the number of the Operator, as illustrated after.
- Log-in and Log-out
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Operators assigned to the queues may log in to a queue, or log out from it, by clicking the respective icons, as reported in the image below, or directly from their IP Phone. They may also see the number of calls waiting to be answered from their web interface or from their IP Phone.
- Features Summary
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- Fully integrated with Stonevoice Application Suite (SAS).
- Completely Web based.
- Each queue can support up to 25 DN (agents).
- Complete Login/logout telephone interface that can be used to prevent calls from ringing an agent phone
- Calls are routed to agents based on priority or cyclic mode
- Calls exit queue after the configured timeout and can be redirected to another telephone number (tipically 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 each queue
- o Definition of audio prompts for each queue.
- Operators can log-in, log-out and check the waiting calls in the queue directly from their IP Phone
- The supervisor can monitor the queues status from a personal web page refreshing automatically. The supervisor can also force the log-in or log-out of a specific operator
- Queues and operators statistics available
- Advanced audio prompts management
- Detailed logging per administrative purpose: operators activity, calls history in xls format, errors and performance
- Together with Stonevoice IVR Manager it provides a complete "contact center" solution for SMB customer
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, and maintain
- Quick to configure
- Dynamic and flexible through the login/logout to the queue feature, by which any operator can join or leave the queue directly through the phone, without any need of client software on his PC
- Monitoring and statistics, the most important features to provide feedback to the Contact Centre Supervisors, are available in Queue Manager
Requirements
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Server requirements
Queue Manager 2 queues
The Operating Systems supported and required are the following:
• MicrosoftT Windows 2000 Server with SP4,
• MicrosoftT Windows XP Professional,
• MicrosoftT Windows Server 2003 Standard, SBS Edition, Enterprise or Data Center Edition
The minimum Hardware requirements are the following:
• High class processor (PentiumT 3.0 Ghz),
• 256 MB RAM,
• 20 GB Hard Drive,
• 1 Network Interface Card.
Queue Manager 4 queues
The Operating Systems supported and required are the following:
• MicrosoftT Windows 2000 Server with SP4,
• MicrosoftT Windows XP Professional,
• MicrosoftT Windows Server 2003 Standard, SBS Edition, Enterprise or Data Center Edition.
The minimum Hardware requirements are the following:
• High class processor (PentiumT 3.0 Ghz),
• 512 MB RAM,
• 20 GB Hard Drive,
• 1 Network Interface Card.
Queue Manager 6 queues
The Operating Systems supported and required are the following:
• MicrosoftT Windows 2000 Server with SP4,
• MicrosoftT Windows XP Professional,
• MicrosoftT Windows Server 2003 Standard, SBS Edition, Enterprise or Data Center Edition.
The minimum Hardware requirements are the following:
• High class processor (PentiumT 3.0 Ghz),
• 512 Mb RAM,
• 40 GB Hard Drive,
• 1 Network Interface Card.
License Model
Queue Manager is licensed per queue. This means that each license is able to handle a fixed number of queues (2, 6 or 12).
Download Datasheet
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