Howto:MidaQueueManager - Mida Solutions - 3rd Party Product

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Contents

Product Name

Mida Queue Manager

Certification Status

Image:Recprod.PNG The tests for this product have been completed and it has been approved as a recommended product (Certification document).

Testing of this product has been finalized December 1st, 2007.

Category

Inbound-/Outbound Call Center Applications, incl. Automated Call Distribution and IVR

Call Statistics, Call Monitoring Systems

Functions

  • Configurable ACD
  • Easy to use WEB user interface
  • Call Parking
  • Escalation process management
  • Statistics

Version

1.5.2

Vendor

http://www.midasolutions.com

Description

Mida Queue Manager is one product of the powerful Mida i-Suite. Mida i-Suite is an integrated software Framework that provides Value Added Services capable to enhance Telephone Voice Applications performances. The following Mida i-Suite products that have been certified in the Innovaphone environment: Mida Billing, Mida VoiceAttendant, MidaRec, MidaQueueManager, MidaBilling. Please refer on the related Wiky article for more information on the other products.

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.

As a summary, main features are the following:

  • 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
  • Performance, Real Time Traffic, Historical Data Traffic statistics
  • Escalation process management

The Mida QueueManager Application has 2 main application fields. On one side it can be used for Smart Contact Center, where main focus is easy to use, fast personalization and aggressive pricing.

On the other side it well fits with multi site organization that have one single entry point for VoIP Application Management, and remote site ad hoc Management. In this case each queue may be configured as a remote site, and thanks to the powerful and easy to use WEB user interface, custom messages, working time, holiday configuration and special behavior may be customized for each site.

Statistics are available for both application areas, also in a personalized way.

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, based on the configured routing alghoritm. In case the operator is free, the phone call is immediately forwarded to him; in case not, the phone call goes to the waiting status, until the next operator in the queue will be available. Out of working time condition is managed, by configuring the right behavior between the following: message back to the caller and hang up, Voice Mail, call transfer to external phone number. The system make available different message types: welcome message, music, short waiting time message, long waiting time message. All messages and parameters are configurable by the customer.

Escalation process is managed: the customer may configure the right system behavior for his organization in case particular conditions (such as no answer, maximum waiting time exceeded, no operator available) occur.

An easy to use WEB interface is available for configuring the system, 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.

Summary

  • easy to use
  • only basic functionality. Additional functions will be customized and implemented by Mida, depending on the customer
  • scalable by using submenues.
  • caller has the option to use DTMF signals or voice recognition for the extension input
  • comparable to innovaphone's Waitingqueue object, but with more features

For a detailed analysis of the product please have a look at the Mida i-Suite - Mida Solutions - Testreport.

Pricing

Mida Queue Manager Pricing depends on Voice Channels and product Options.

End Users prices starts with around 3,5K€ for a Mida Queue Manager base product; the value will change depending on Voice Channel number and/or additional required Options.

Contact

Marco Cortese
Mida Solutions
via Vigonovese, 115
35127, Padova
Tel: +39 049 760 185 / +39 049 762 9752
Fax: +39 049 870 8721
Mail: sales@midasolutions.com
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