Call Queue Controller
Introduction
This section contains information about the 3iMedia Contact Center. Essentially, two product versions are offered.
3iMedia Contact Center for SwyxWare
The Contact Center for SwyxWare provides a full-featured contact center solution for the Swyx PBX. It is fully integrated into SwyxWare and extends existing SwyxWare functionality with contact center–specific capabilities.
Features
Licensing
3iMedia Contact Center for Teams
The Contact Center for Teams essentially provides the same functionality as the Contact Center for Swyx. All functions described above are available. The requirements and technical integration with Teams are described in more detail here.
Licensing
Options
In addition to the base Contact Center, further options are available to extend the functionality.
Option Operator Board
The Operator Board provides an overview of all users, including a search function for workstations that need to see at a glance who is available within the organization. It enables simple and efficient searching by name, departments, queues, directory entries, and contacts.
Option Skill Matrix
If a supervisor is responsible for many teams and groups, signing agents in and out of individual groups can quickly become time-consuming and confusing. The Skill Matrix addresses this by providing an overview of all agents across all groups, including quick and efficient management.
Option Wallboard
While the Reporting Services provide all figures required for daily operations, reports are often generated on a scheduled basis and delivered by email. For real-time visibility of the system, a wallboard is often the better alternative. The wallboard can be individually configured with exactly the metrics required in a specific area to support quick and effective routing or staffing decisions.
The wallboard can be displayed centrally on a screen or used directly by a supervisor at their workstation.
Option Busy-Light
The Busy Light option provides a simple, wireless way to deploy busy lights for agents as well as regular employees. By using commercially available smart-home lighting without requiring any software installation on the workstation, a busy light can be implemented at any desk with minimal effort.
Option Google API-Services
By integrating Google API Services, the Contact Center is extended with features such as voicemail transcription, voicemail translation, and the ability to create queue announcements directly. This is particularly useful for short-notice changes to announcements during incidents or special events.
Option Teams-Integration
The Teams integration provides seamless integration of the Contact Center into the Microsoft Teams environment. In addition to delivering queue calls to agents in Teams, all required Teams apps are included to enable a Teams-only environment. Mixed deployments with Swyx and Teams are also supported.