Howto:MidaQueueManager - Mida Solutions - 3rd Party Product: Difference between revisions
mNo edit summary |
|||
(24 intermediate revisions by 4 users not shown) | |||
Line 13: | Line 13: | ||
--> | --> | ||
[[Image:Mida_company_logo.jpg||200px|right]] | [[Image:Mida_company_logo.jpg||200px|right]] | ||
==Product Name== | ==Product Name== | ||
Line 20: | Line 19: | ||
If you have a dedicated product page (not a generic vendor page) in English, also put the link below | If you have a dedicated product page (not a generic vendor page) in English, also put the link below | ||
--> | --> | ||
[http://www.midasolutions.com/2010/soluzioni/by-type/queue-manager/?lang=en Mida Queue Manager] | |||
==Certification Status== | ==Certification Status== | ||
Line 28: | Line 27: | ||
--> | --> | ||
<!-- {{Template:Compat Status "planned"}} --> | <!-- {{Template:Compat Status "planned"}} --> | ||
{{Template:Compat Status "in progress"}} | <!--{{Template:Compat Status "in progress"}}--> | ||
{{Template:Compat Status "certified"|certificate=MidaQueueManager_-_Mida Solutions_-_3rd_Party_Product_-_rec-product-cert.pdf}} | |||
<!-- {{Template:Compat Status "tested"}} --> | <!-- {{Template:Compat Status "tested"}} --> | ||
<!-- {{Template:Compat Status "rejected"}} --> | <!-- {{Template:Compat Status "rejected"}} --> | ||
Testing of this product has been finalized December 1st, 2007. | |||
==Category== | ==Category== | ||
[[Category:3rdParty PreviousProducts|{{PAGENAME}}]] | |||
==Functions== | ==Functions== | ||
Line 49: | Line 42: | ||
- place here a short and concise list of features that are supported by your product | - place here a short and concise list of features that are supported by your product | ||
--> | --> | ||
*Configurable ACD | |||
*Easy to use WEB user interface | |||
*Call Parking | |||
* | |||
* | |||
*Escalation process management | *Escalation process management | ||
* | *Statistics | ||
==Version== | ==Version== | ||
Line 64: | Line 52: | ||
- version of software that was tested, as declared by the vendor, please not if patches have been applied | - version of software that was tested, as declared by the vendor, please not if patches have been applied | ||
--> | --> | ||
1.2 | 1.5.2 | ||
==Vendor== | ==Vendor== | ||
Line 74: | Line 62: | ||
--> | --> | ||
[[Image:Mida_company_logo.jpg|200px]] | |||
http://www.midasolutions.com | |||
==Description== | ==Description== | ||
Line 81: | Line 71: | ||
- add short description of the product features, like on a data sheet. Maximum 250 words. | - add short description of the product features, like on a data sheet. Maximum 250 words. | ||
--> | --> | ||
Mida Queue Manager is one product of the powerful Mida | Mida Queue Manager is one product of the powerful Mida i-Suite. | ||
Mida | Mida i-Suite is an integrated software Framework that provides Value Added Services capable to enhance Telephone Voice Applications performances. | ||
The following Mida | 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. | 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. | The Mida QueueManager Application has 2 main application fields. | ||
Line 90: | Line 91: | ||
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. | 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. | As a summary, the service works in the following way. | ||
Line 112: | Line 115: | ||
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. | 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== | ||
<!-- by inno: | <!-- by inno: | ||
- add remarks regarding the product, such as special features, firmware versions or licenses required on the inno side, | - add remarks regarding the product, such as special features, firmware versions or licenses required on the inno side, | ||
Line 119: | Line 122: | ||
- add link to product test report here | - add link to product test report here | ||
--> | --> | ||
[[Howto: | * 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 [[Howto:Mida_i-Suite_-_Mida_Solutions_-_Testreport|Mida i-Suite - Mida Solutions - Testreport]]. | |||
==Pricing== | ==Pricing== | ||
Line 127: | Line 136: | ||
Mida Queue Manager Pricing depends on Voice Channels and product Options. | Mida Queue Manager Pricing depends on Voice Channels and product Options. | ||
End Users prices starts with around | 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== | ==Contact== | ||
Line 146: | Line 155: | ||
| colspan=99 | 35127, Padova | | colspan=99 | 35127, Padova | ||
|- | |- | ||
| Tel: || +39 049 762 9752 | | Tel: || +39 049 760 185 / +39 049 762 9752 | ||
|- | |- | ||
| Fax: || +39 049 870 8721 | | Fax: || +39 049 870 8721 |
Latest revision as of 08:39, 26 August 2020
Product Name
Certification Status
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
Functions
- Configurable ACD
- Easy to use WEB user interface
- Call Parking
- Escalation process management
- Statistics
Version
1.5.2
Vendor
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 |