Cisco Queue Manager

Queue Manager is a powerful tool for adding queuing capabilities to operators on IP Telephony implementations based on Cisco Systems CallManager Express (CCME). Through a web interface it is possible to define different queues, composed by a certain number of operators. It is easily possible to customize audio prompts for calls on hold, busy or no-answer on every queue and define call distribution policies based on random or priority. Used in conjunction with Stonevoice IVR Manager, it provides a complete “contact centre” solution.

When a call arrives into the system, it tries to connect the first available operator in a queue. If all operators are busy for that queue, then it prompts the user with an audio prompt easily customizable through a web interface. When the first operator becomes available, QUEUE MANAGER redirects the call. Queue Manager monitors the state of the redirection and, if the call was not answered by the operator in a defined timeout, it goes back into the queue. Queue Manager can handle multiple queues so that a different set of operators can be used for every specific queue. Every operator is able to login/logout to the queue with a single key on his IP Phone, giving the queue a dynamic and flexible behaviour.