Howto:MidaQueueManager - Mida Solutions - 3rd Party Product

Product Name

Mida Queue Manager, product page

Certification Status

This product is being tested right now. The test is not yet completed.

Functions

Mida QueueManager is the Mida application for Automated Attendant, Call Parking, Automatic Call Distribution (ACD) and Routing of incoming phone calls. The Service allows forwarding the incoming calls to one or more extensions (operators or queue agents or different company sites), managing the waiting time in a flexible manner, with customizable behavior and voice prompts. Each queue may have its customized messages, working hours, timeouts, agents, overflows and system parameters. Statistics are available, also in a personalized way. Main features are listed bellow:  Incoming calls forwarding to operators, using different configurable skill based algorithms (idle time, linear, round-robin)  Operator availability check (Login/Logout)  Operator skill level management  Message customization and flexible working time management, with the possibility to configure different values for different queues  Waiting time management, with the possibility of call forwarding  Escalation process management  Performance, Real Time Traffic, Historical Data Traffic statistics

Version

1.2.3

Vendor

Description

As a summary, the service works in the following way. The Application manages one or more queues, each one linked to an extension number where the incoming calls are forwarded. In case the operator is free, the phone call is immediately forwarded to it; in case not, the phone call goes to the waiting status, until the next operator in the queue will be available.

The main features are listed bellow:

• Incoming calls forwarding to operators, using different configurable algorithms (Idle Time, linear, round-robin – see following paragraphs for detailed explanation)
• Operator Availability Check (Login/Logout)
• Operator skill level management
• Automatic management for no answered calls
• Message customization
• Waiting time management, with possibility of call forwarding
• Flexible working time management, with the possibility to have different working tome on different queues
• Performance statistics
• Real-Time Traffic Statistics
• Historical Traffic Data Statistic

An easy to use WEB user interface is available for configuring the system parameters, so that the customer itself may decide and implement the behavior of his system, with no need to call “experts” any time he has to change one of system parameters, such as a scheduled holiday or a particular message.

Competitive Analysis

Mida Queue Manager is a very easy to manage tool if compared to similar product. This feature, together with an aggressive pricing policy, makes it the right choice for your customer.

In fact, with Mida Queue Manager you may easy configure several different behaviors for each queue, and you may always count on Mida availability for product personalization. For example, with Mida powerful WEB interface, your customer may directly configure and modify later on Messages, Time Schedule, Holidays, System Behaviors, having a different set for each queue. On the same time Mida will work with you to analyze and solve special needs, defining and putting in place the right solution for your customer requirements.

Contact

Marco Cortese
Mida Solutions
via Vigonovese, 115
35127, Padova
Tel:	+39 049 762 9752
Fax:	+39 049 870 8721
Mail:	marco.cortese@midasolutions.com