2.6.7.2 Set Queue Attributes
The block "Set Queue Attributes" can be used to set or change the different attributes of the queue. The block can be used, for example, to define the music on hold that every caller hears, to define the maximum queue size (number of calls) and to configure additional announcements.
 
If you make changes to the queue parameters, restart the Queue Manager service. This is the only way to ensure that the changes take effect.
 
The following attributes can be defined:
*Queue ID
Every queue has an unique ID. This is a system-wide identification number of a queue.
*Called party
Swyx User or group, which answers the call.
*Maximum length of the queue
Maximum number of calls, which can be added to the queue.
*Average Call Duration
This attribute defines the average call duration for calls in the queue. It is used for determining the estimated wait time. The value of this parameter can only be set hypothetically.
 
The value of the field "Average call duration" should be entered in seconds. This value will be converted before the voice output in minutes, rounded and shown.
 
*Queue Timeout
This value indicates how long a call (in seconds) can stay in the queue. If this value is exceeded, the call will be removed from the queue.
*Music on Hold
The music on hold is a file in WAV format, which is played in a loop for all callers in the queue. This music on hold can be interrupted by individual announcements, such as the announcement concerning the position of the call in the queue and / or the announcement concerning the estimated wait.
This information is read from variables via the block "Call Queue Attributes" and makes it possible to give the current value from loop to loop.
*Announcement before and after the position information
With the help of this attribute you can select the announcement, which is to played before and after the position information. The position information itself can played via an announcement file using the "Play String" block.
*Announcements before and after the time to wait information
With the help of this attribute you can select the announcement, which is to played before and after the time to wait information. The time to wait information itself can played via an announcement file using the "Play String" block.
The announcements defined here can, for example, be played in the sequence music on hold, position information (if configured) and announcement concerning the time to wait.
*TimeBetweenWav
This attribute defines the intervals (in seconds) in which the announcements should be played.
This action will be terminated, if
*the attribute of the queue was successfully set, or
*the attributes of the queue could not be successfully set due to an error (e.g. if the given queue ID does not exist), or
*the call has been terminated.
Under "Properties", all three tabs "General", "Parameters" and "Connections" tabs are available for this block.
This is how you define the parameters for "Set Queue Attributes"
1 Select the queue in the drop-down list. Here you define for which queue you would like to set the attributes.
2 Select from the field "Destination" to which user or to which user group the calls from the queue should be forwarded.
3 Define in the field "Maximum Queue Length" the maximum number of calls that can be added to the queue.
4 Define the average call duration. This value is used for determining the estimated wait time.
 
The value of the field "Average call duration" should be entered in seconds. This value will be converted before the voice output in minutes, rounded and shown.
 
5 The value in the field "Queue Timeout" defines how long (in seconds) a call can stay in the queue. If this value is exceeded, the call will be removed from the queue.
6 Then select the music on hold.
You have several options:
*From the dropdown list select a file.
*Browse your hard drive by clicking on .
When searching, you can also choose a file in MP3 format. Upon selection, the MP3 file will automatically be converted into the WAV format and saved in the database on the SwyxServer. The converted files are therefore available for use later. During the conversion process, the Info dialog "Please wait, the file is being converted into WAV format" will open.
*Click on, to listen to the selected file. Click on to stop playing the file.
*To record a new announcement, click on : You will now be prompted to enter a file name. The "Start Recording" window will appear. Click on "Start" to begin recording the announcement. Stop recording by clicking on .
*To delete the selected file, click on .
 
The WAV files, which the administrator has made available to all users, have the extension "(Template)" in the file name. These templates cannot be deleted.
 
Define in the field "Say postition pre" the announcement, which should be played for the caller before the announcement of the position of the call in the queue (e.g. "All of our consultants are busy at this time. Your call is at position [...] in the queue"). The announcement of the position itself can then be made with the help of the "Play String" block.
7 In the field "Say position post" you can define the announcement the call should be played after the announcement of the position (e.g. "Your call will be taken momentarily". Please be patient").
8 Select in the field "Say remaining time pre" the announcement, which the call should be played before the announcement of the wait time (e.g. "The estimated wait is [...]". The announcement of the wait time itself can then be made with the help of the "Play String" block.
9 In the field "Say remaining time post" define the announcement, which the caller will hear after the announcement of the estimated wait time (e.g. "seconds").
10 Define in the field "Interval between announcements" the interval (in seconds) between the announcements.
The selection of the announcement files can be carried out analogously to step (6).
11 Click on "OK".
The "Set Queue Attributes" block can be seen on the grid interface and it available for further processing.
Links
On this tab you will find all outputs associated with this block. The outputs are described as follows:
Output
Explanation
Successful
This exit is chosen if the queue attributes were successfully saved.
Error
This exit is chosen if the queue attributes could not be successfully set, because e.g. the queue ID does not exist or the wrong parameter was set.
Disconnected
This exit is selected if the call is disconnected.
In the first column "Visible", you can define whether each output should be shown in the script window.
 
The "Visible" column is only used to define the visibility of the links in the script window. This setting helps to maintain the clarity of the script. You cannot remove outputs, i.e. the connections must be kept, otherwise an error will occur in the script.
 
The second column "Default" contains the default name of the output. This provides information about events during the execution of a block so that additional appropriate connections can be created. This fixed name cannot be changed. You can assign your own identifying names to the various contact surfaces in the column "Link name". This name will later appear in the block in the grid interface.
In the last column "Linked to" you see which block input this output is connected to. Here you have the option of selecting a link from a select list, which contains all available blocks.