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 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.

Mida QueueManager is the Mida application for Automatic Call Distribution and Dispatching 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 and System parameters. System behavior statistics are available, also in a personalized way.

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 needs one single entry point for VoIP Application Management: this means a drastic cost reduction compared to traditional network architecture. 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, holidays configuration and special behavior may be customized for each site.

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