INCLUDED INTO THE

Imagicle
ApplicationSuite

FOR CISCO UC

CROSS PLATFORM

FOR SKYPE FOR BUSINESS

Blue’s Attendant
Attendant Console

The best and most complete

operator console solution.

Copyright Imagicle spa 2010-2019 - Brands cited must and will be considered as registered brands property of their respective owners.
 Receiving calls from your Clients.
Simple and efficient.

Imagicle Attendant Console is the operator console software solution that integrates perfectly with
Imagicle Queue Manager Enterprise to simplify and improve incoming call management.
When creating it, we examined every single telephone operator need: resulting in never-before-
experienced interaction between telephone and computer.
A thousand little details combine to create a simple and attractive interface that makes everything
available at a click. Available for both Windows and Mac users.

FOR CISCO UC CROSS PLATFORM FOR SKYPE FOR BUSINESS

Designed for your Cisco Ideal for Avaya, Aastra, Alcatel, Complete your Microsoft Skype
Communications Manager, Unify (Siemens) platforms and for for Business, adding those missing
BE6K-7K, HCS. other UC systems. services users can’t miss.

Blue’s Attendant
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INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 Six good reasons to love
the new Attendant Console.
FIND OUT MORE ABOUT
www.imagicle.com
Attractive and easy.
Attractive, easy-to-use and offering
plenty of features, it simplifies
your company’s operators’ work.
QME and Directories.
Ideal with other Imagicle apps as
Queue Manager Enterprise, to see
queues and caller info, Directories to
easily find all needed contacts.
Blue’s Attendant
INCLUDED INTO THE
Attendant Console Imagicle ApplicationSuite
In eight languages.
Available in: English, French, Spanish,
German, Arabic, Portuguese, Dutch
and Italian.
Available for everyone.
Certified for visually impaired
and blind operators. Compatible
with ZoomText Magnifier, Display
Braille and Vocalizer.
Peace of mind for any operator.
With integration with CRM/ERP cards,
personal KPI, e-mail/text notification
and much more, it’s perfect
for every operator
Presence status.
Displays the status of connected
presence servers such as Cisco
Unified Presence Server,
Skype for Business and more.
2
 Smile.
Your job becomes easier, and your clients can tell.

It’s important to receive clients with a smile on the phone. However,

it’s hard to do it for hours on end, if you don’t have the right tools to simplify
repetitive operations so that operators can answer quickly and professionally.
All that Imagicle’s Attendant Console is missing is your smile.

Blue’s Attendant
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INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 The pinkest Attendant Console
ever made.
Nicer, faster, smarter.

Adapt it to your mood

A color for every day, change the theme of your console
to match your everyday mood at best.

Blue’s Attendant
4
INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 The perfect companion
for any telephone operator.

All telephone functions are just a click away, as are

colleagues, company contacts and favorites, list of
handled calls and much, much more.
The best solution to make your company’s operators
quick, efficient and happy.

Available for both Windows and Mac users.

Things you’ve always done.

Like you’ve never done them before.

Answering. Transferring. Parking.

A call is received.
You see the contact’s name,
number and photo.
To answer, just click or press
a combination of keys.
Transferring a call to a colleague
just takes a second: “Drag and Drop”
the call to the desired contact
and you’re done.
Just click to put a call on hold.
You can also queue a call on
an occupied extension (camp on)
and automatically park it when
the line is freed.

CD

Available? Click. Who’s on queue?

In a glance you see everything you
need to know about your colleagues:
if they’re available, doing something
else or busy with another call.
Notifying colleagues of calls.
It’s easy to notify a colleague of a call.
Choose the ready-to-send template
with the name and number of the
person calling, and just click.
At a glance, you see how many calls
are queued, in which queues,
how long they’ve been waiting
and who has priority.

Blue’s Attendant
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INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 Did you forget Turn on your PC and
you are automatically
to put in pause? logged in to your queues.

Turn off the PC and

you are automatically
logged out.

Trigger Call Recording directly from

your Blue’s Attendant.

Blue’s Attendant
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INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 FIND OUT MORE ABOUT

www.imagicle.com
Fully integrated
with your CRM/ERP.

Automatically open a card in your

management program (or in any
application) to check on a specific event
(e.g. when the phone rings, when it is
answered, when a call is ended, etc.)
incoming traffic.

Integrated with each directory

CO NTAC T S R EG I S TRY

Colleagues. Personal and company. With Speedy.

Tab dedicated to colleagues with
their telephone and presence status,
for Cisco Unified Presence Server,
Skype for Business, Avaya Presence
Services, Asterisk and other server
presence.
All contact cards saved in Exchange,
Outlook, SalesForce or any other
Database can be integrated and
consulted in a flash.
If you want profile access “caller ID”,
VIP numbers and Smart Numbers,
use them with the Imagicle solution
that centralizes and synchronizes all
company directories.

Add a contact. Modify it. Share it.

You just need a click to add new You can modify (or delete) Decide how to save your contacts,
contact to your Console. During a call, your contacts whenever you want inside your personal directories
from popup notification... to keep all your directories up-to-date or sharing with your department
Choose when and how. and organized. or the entire company.

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INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 Ready for any ability.
Imagicle Attendant was designed to be accessible for
visually impaired and blind users.
It is fully compatible with tools for interaction with com-
puters, in particular with ZoomText Magnifier, Display
Braille and voice synthesis software (JAWS and NVDA).
Certified by the F. Cavazza Institute

IMAGICLE ATTENDANT E ZOOMTEXT MAGNIFIER.

IMAGICLE ATTENDANT IS FULLY COMPATIBLE WITH ZOOMTEXT MAGNIFIER,
SOFTWARE THAT MAKES COMPUTER USE EASIER FOR THE VISUALLY IMPAIRED.
IT MAKES IT EASIER TO READ THE SCREEN, ENLARGING IT, AND ADJUSTING
COLORS TO AVOID TIRING THE EYES.

Inseparable from Queue

Manager Enterprise
Imagicle Attendant was designed to work with Imagicle’s
Advanced Queueing solution to provide all the functions
you need: information and distribution of queued calls,
operator login/logout management, performance
reports, real-time dashboard and much, much more.

Complete control
in real time.
In a glance, the dashboard gives supervisors a complete
and up-to-date snapshot of queuing and operators so
they can intervene if necessary.
Supervisors know exactly which operators are available
for each queue, how many are on the phone, average
and maximum answer times, how many calls have been
missed, how many are underway and more.

Blue’s Attendant
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INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 Listen to operators
and guide them.

Silent Monitoring
Allows supervisors to monitor the agent’s work during
real-time customer interaction:
• monitor performances to meet quality standards
• improve agent performances
• increase customer satisfaction
• identify areas to be improved as well as best
practices for targeted training

Whisper Coaching
In addition to monitoring the agent’s work, supervisors
can help operators in real-time:
• allows you to recommend a different course of
conduct while talking to customers or address
complex problems
• instruct and train your agents via live training
• optimize time and training costspractices for
targeted training

Imagicle and Plantronics.

The perfect pair for every operator.
Operators’ work has never been simpler with integration of Blue’s Attendant
with Plantronics headsets to automatically set the desired status based on
operator’ proximity to their desk or on whether the headsets are worn or
connected to the docking station.

Blue’s Attendant
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 Blue’s Attendant
Attendant Console

SUITE
MAIN FEATURES BLUE’S ATTENDANT + QUEUE MANAGER ENTERPRISE - REL. WINTER 2019
(included)

Blue’s Attendant is a client/server product. Client to be installed on the Operator’s/Agent’s

Windows PC, Mac or thin client. Server is included in the Imagicle ApplicationSuite with all the
Deployment other apps of the suite, available as a setup package for installation on any virtual machine/
physical server or through a ready-to-deploy Virtual Appliance.
100 operators and 180 channels for queued calls per instance (physical or virtual),
Scalability
maximum 100 queues. Multiple instances supported.

Manual or automatic from CuCM via AXL or Microsoft AD, LDAP/OpenLDAP systems
Provisioning and CSV files.

High Availability Active Hot Standby, either on same DC or different DC (Disaster Recovery).

System alarms Yes, via e-mail and SNMP.

Queuing Flexible and powerful web-based queue configuration with audio messages including queue
position, distribution algorithm, weekly time table based on local timezone and day/night/
and messaging holiday schedules.

Allows to park calls to busy extensions, with automatic queuing until recipient is available or
Camp on return to the operator after timeout.

Optional Auto Attendant module with a web-based, three steps super-easy wizard to define
Auto-attendant Auto Attendant services.

Paired with Queue Manager Enterprise, it guarantees a complete attendant console solution,
User experience with advanced queuing, auto attendant, historical and real-time statistics.

Max 100,000 contacts per directory and 800,000 global contacts. From CUCM, LDAP/AD or any
other sources, with connectors included (Salesforce.com, MS Dynamics, etc). Add/edit/delete
Directories contacts directly from Blue’s Attendant Console. Optional Speedy Enterprise for advanced
directory management, including XML services.

Yes, queues and agents-based pre-configured historical reports from web portal; real-time
Report statistics through Blue’s Attendant dashboard.

Supervisor Yes, from Blue’s Attendant dashboard and free iPad app.

Supports Jabber
Yes, both PC and Mac clients.
Desktop Softphone
Supports MS Skype
Yes.
for Business Softphone
Integration with Cisco
Presence Server and Yes, for real-time rich presence status display on Blue’s Attendant’s Colleagues tab.
Skype for Business

Call notes Yes, on active calls and call registry.

Yes, via e-mail and SMS messages, supporting personalized templates, automatically
Call notifications populated with current call details.

Coloured contact notes Yes, on Blue’s Attendant’s Colleagues tab.

Blue’s Attendant
10
INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 Blue’s Attendant
Attendant Console

SUITE
MAIN FEATURES BLUE’S ATTENDANT + QUEUE MANAGER ENTERPRISE - REL. WINTER 2019
(included)

Caller Country Show caller’s country flag upon incoming call, on console display and call registry.

Operators can select a pause reason among multiple options configured by the administrator,
Pause management with an automatic pause option upon workstation locking status.

Yes, allows to directly transfer an active call to user’s voicemail. Compatible with both
Transfer to Voicemail
Cisco Unity and Imagicle SSAM.

Accessibility Yes, for blind and short-sighted operators, using JAWS and NVDA software.

Full: calls are forwarded to agents’ phones and they can be answered, even if Blue’s Attendant
Reliability is not operational.

External CRM/ERP
automatic opening and Yes, web-based or thick client based screen pop-up, with vaious call details passing.
SDK for integration with
third-party apps
Yes, through dedicated control buttons for Start/Stop/Pause/Resume (requires Imagicle Call
Call Recording triggers Recording license).

Yes, manual pause with choice of multiple reasons; automatic Wrap-Up time at the end
Pause and Wrap up of each call.

Silent Monitoring & Yes, dedicated buttons available for Advanced Supervisors.
Whisper Coaching

Active Call panel Yes, included into supervisors’ dashboard to easily monitor and help agents.

Plantronics headsets Yes. Blackwire, Voyager, SAVI wireless models. Allows call answering/ending directly from the
integration headset and automatically agent status change based on specific events.

Client virtualization Yes, with Citrix XenApp/Desktop and Microsoft Terminal Services.
support

Hybrid scenario support Yes, including multiple IP telephony platforms. Available on a project base.

SIP-based Advanced Queuing, supporting G.711 and G.729. Operators’ phone control
Protocols and codecs
based on CTI/TAPI.

Protocols and codecs Microsoft UCMA based Advanced Queuing and operators’ phones control.

Globalized Dialing Plan Yes.

(E.164) support
Multi-tenant / shared Yes, with full directories, agents, queues, messages, reports separation by tenant.
instance support

Blue’s Attendant
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INCLUDED INTO THE

Attendant Console Imagicle ApplicationSuite

 Blue’s Attendant
Attendant Console

SUITE
MAIN FEATURES BLUE’S ATTENDANT + QUEUE MANAGER ENTERPRISE - REL. WINTER 2019
(included)

Multi cluster support Yes, with non-overlapping dialing plan and same UC System version across the clusters.

Languages

sales@imagicle.com T +39.0584.943232 T +971.436.05197 T +1.305.5013030 www.imagicle.com