• 1 Installing VisualGroups
  • System requirements
  • Installing
    • Refreshing
    • Backing up and restoring
    • Changing VisualGroups storage directories
    • Changing the trace level for VisualGroups files
    • Unattended Installation
    • Obtaining VisualGroups via SwyxON
  • Using VisualGroups together with SwyxWare groups
  • Uninstalling
• 2 Configuring VisualGroups
  • Configuring initially
  • Further configuring
    • Creating, editing and deleting queues
    • Call Strategies
      • Strategy "None": Function inactive
      • Strategy "Intelligent": Default
      • Strategy "Simple": Based on the number of connected calls
      • Strategy "Pure": Based on the number of connected queue calls
      • Strategy "Skill based": Distribution of callers based on to skills & skill level of the users
      • Strategy "Parallel": Call is placed simultaneously to all users in the queue
    • Last agent routing
    • Adding, editing and deleting users
    • Wrap-up time
    • Callback function
    • Opening/closing times
    • Skill based routing
    • Assign queue to phone number
    • Use own audio file for queue
    • Create, edit and request regular reports
    • Editing SMTP server settings
    • Set the language of the user interface and number of VisualGroups lines in the client
    • Privacy settings
    • LDAP Search Query
    • Set default language
    • Categorization of calls
    • Running VisualGroups over HTTPS/SSL
    • Access VisualGroups via Remote Connector
    • Permissions of the administration profiles
• 3 Using SwyxIt! with VisualGroups
  • Logging in or out of queues
  • Defining the settings for Windows Server
  • User interface
  • Displaying or hiding queues
  • Answering calls manually
  • Forwarding calls to other users
  • Deactivating Automatic Call Delivery
  • Categorizing calls
  • Callback request: Calling callers back
  • Defining criteria for automatic call delivery
    • Defining the waiting time until the automatic call delivery (time criterion)
    • Defining the number of callers for automatic call delivery (quantity criterion)
    • Defining the call dispatch
    • Prioritising incoming calls according to queues
  • Tracking missed calls
  • Filter Statistics
  • Evaluate reports
• 4 Wallboards
  • Creating and editing wallboards
    • Displaying a wallboard
      • Example view: Summary
      • Example view: List
      • Example view: Userinfo
    • Deleting a wallboard
  • Calculation of wallboard parameters and sample configurations.
• App. A: Appendix
  • Overview System
  • Distribution of Calls according to Default extension