Imagicle Attendant Console for Cisco Collaboration

Solution Overview
Imagicle Attendent Console provides a best-of-breed attendant console application. The attendant console can be integrated with Salesforce; this enables operates to be empowered with critical details when they answer the call. Imagicle's have built a custom queuing engine called Imagicle Queue Manager Enterprise. Because the attendant console has its own custom queuing engine, it is possible to define users to modify how calls are placed into queue. For example, calls from certain numbers from (such as your executives) can be placed into queue with the highest priority.

Imagicle Attendant Console provides many features that are normally only found in contact center applications. For example, silence monitoring and whisper coaching are supported natively within the application. Silent monitoring enables call recording of the operators console, while whisper coaching enables a supervisor to provide guidance and support to the operator without interrupting the call.

Goals & Objectives

This lab provides a sandbox with  typical software found in a standard collaboration environment. Additionally, this sandbox includes attendant software. The focus of this environment will be user facing features of the attendant console software. 

The student will perform the following activities using the attendant console software:
  • Login/Logout
  • Place and answer a call
  • Transfer a call
  • Drag and drop call control
  • Park a call
  • Check user availability status

Hardware & Software

This lab consists of the following components:
  • Cisco Call Manager 11.5
  • Cisco Unity Connection 11.5
  • Cisco Instant Messaging and Presence 11.5
  • Cisco Jabber for Windows 11.5
  • Imagcile Attendant Console 2018
  • Microsoft Windows 2012 Active Directory / DNS
  • Microsoft Exchange 2013
  • Microsoft Windows 7 Desktops
  • VMware Horizon VDI 7.4