MAF ICIMS

MAF ICIMS™ is a solution designed by MAF InfoCom™ for monitoring, analytics, reporting, recording, queue, license, and DID management for Microsoft Teams and UC systems. According to the vendor, this software solution is suitable for businesses of various sizes, ranging from small to enterprise. It caters to a wide range of professions and industries, including contact centers, unified communications and collaboration (UC&C), IT and telecom, customer service, and sales and marketing.

Key Features

Real-Time Agent Status: According to the vendor, MAF ICIMS™ allows real-time monitoring of Microsoft Teams Call Queues, Skype for Business Response Groups, and Amazon Connect. It provides live call wallboards and customizable charts to track agent performance. Additionally, it offers detailed reports and analytics on response groups and call queues.

Microsoft Teams Voice Recorder: The vendor claims that MAF ICIMS™ provides a user-friendly voice recording solution for Microsoft Teams and Skype for Business. It allows users to record calls for dispute resolution, training, and compliance purposes. The solution is deployed in the user's own Azure environment to ensure security and control. The dashboard displays call volume and offers easy search and playback of recorded calls.

Management Tool for Call Queues and Auto Attendants: MAF ICIMS™ offers a management tool that, according to the vendor, simplifies configuration changes to Microsoft Teams Call Queues and Auto Attendants. It provides role-based access policies for localized management without relying on Teams administrators. The solution replicates all configuration options available in the Teams Admin portal, aiming to improve efficiency and reduce call handling times.

Headset and Device Management: The vendor states that MAF ICIMS™ includes inventory and device management for Jabra, Poly, and EPOS headsets and devices. It integrates with the solution for end-to-end visibility of headset and UC&C call quality. The solution offers a bulk task function for firmware updates and basic device settings. Detailed reports on device inventory, firmware, and performance are also available.

DID Number Management System: The vendor claims that MAF ICIMS™ provides an efficient system for tracking and managing phone numbers (DIDs, DDI's, extensions). It eliminates the need for spreadsheets by offering a single pane view of all DID ranges and availability. The solution integrates with Active Directory for automatic updates and provisioning.

Real-Time Microsoft Teams Reporting: According to the vendor, MAF ICIMS™ offers real-time reporting capabilities for Microsoft Teams. It allows users to monitor and analyze live data for better decision-making. The solution provides insights into agent status, response group, and call queue performance in real-time. It enables tracking of agent availability, call volume, and response times.

Agent Status Monitoring: The vendor states that MAF ICIMS™ enables real-time monitoring and display of agent status. Supervisors can easily see which agents are available, busy, or away, facilitating efficient resource allocation and workload management. Real-time agent availability information helps supervisors make informed decisions.

Real-Time Wallboards: MAF ICIMS™ provides real-time data visualization on customizable wallboards. According to the vendor, users can customize the layout and data visualization to their preference. The wallboards offer a clear visual representation of key metrics such as call volume, average response time, and agent performance. This feature allows supervisors and teams to have a clear view of performance in real-time.

Response Group & Call Queue Reporting: MAF ICIMS™ offers detailed reporting on response group and call queue performance. According to the vendor, users can monitor call volume, average wait time, and service level targets. The solution enables analysis of response group and call queue efficiency, helping identify bottlenecks and optimize operations.

Integration with Active Directory: MAF ICIMS™ seamlessly integrates with Active Directory, according to the vendor. This integration allows for automatic updates and provisioning, ensuring efficient management and synchronization of user data across systems.