Howto:MidaQueueManager - Mida Solutions - 3rd Party Product: Difference between revisions
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Revision as of 14:21, 7 November 2007
Product Name
Mida Queue Manager, product page
Certification Status
This product is being tested right now. The test is not yet completed.
Category
Category:RecProd Call Center Applications
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
Mida Queue Manager is one product of the powerful Mida eFramework suite. Mida eFramework is an integrated software Framework that provides Value Added Services capable to enhance Telephone Voice Applications performances. The following Mida eFramework 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.
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.
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.
Remarks
Howto:MidaQueueManager - Mida Solutions - Testreport
Pricing
Mida Queue Manager Pricing depends on Voice Channels and product Options.
End Users prices starts with around 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: | +39 049 762 9752 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Fax: | +39 049 870 8721 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Mail: | sales@midasolutions.com | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||