Name
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Description
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Queue name
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Enter a name for the queue. The name appears in the users’ SwyxIt! or NetPhone clients and in the VisualGroups reports.
Note: You can also rename queues in the web portal. |
Language
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From the dropdown list, select the language for the waiting and position announcements that callers in the queue are to hear.
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Wrap-up time for users
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Enter the rework time after a call in seconds in which a user does not receive a new call.
Select Infinite from the drop-down list to set the wrap-up time mode to Visible, automatic infinite for all users in the queue. See 2.2.5 Wrap-up time.
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Ringing time
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Specify the ring duration (5 to 180 seconds) for a call delivery attempt to a few VisualGroups user in this group. If a user does not answer the call during this period, the call is put back into the queue.
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Music on hold
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Select an Audio file from the dropdown list. The audio file is used for waiting callers in the queue.
You can edit the selectable audio files in the SwyxWare administration.
Note: You can configure custom music on hold by uploading an audio file to the global SwyxWare files directory and marking it as music on hold. The file can be selected when creating or editing a queue in the web portal.
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Allow users to edit their queue preferences
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Activate the checkmark if you want that users can also define their criteria for automatic call delivery on their own.
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Call strategy
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Select a call strategy from the dropdown list. For detailed information on all strategies, see 2.2.2 Call Strategies.
If you have selected the strategy Skill based, assign the skills below via drag-and-drop or by selecting the corresponding checkbox and clicking on the corresponding arrow key.
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Waiting time
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If applicable set the waiting time after which callers will be forwarded to another number than the queue number when no user has taken the call.
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Connect caller to
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If required, enter a phone number to which callers should be forwarded if the specified waiting time is exceeded.
You can also specify a phone number to which callers are forwarded if no users are logged in the queue.
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Forwarding according to number of waiting callers
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In the first input field enter the maximum number of waiting callers before further incoming calls are forwarded to another call number. Enter the corresponding phone number in the second input field.
Leave both input fields blank to deactivate the function.
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Last agent routing
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Select a last agent routing method from the dropdown list and specify the period in seconds in which a returning caller will be delivered to the user who previously processed him. See 2.2.3 Last agent routing.
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Delivery to users with the “away” status
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In the drop-down list, select Yes if queued calls should also be distributed to users who have their Swyx Presence status set to “Away".
Select No (default) if you do not want users to receive queued calls when their status is set to “Away".
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Automatically remove agents from call distribution on missed calls
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If you activate this function, a user in the queue is automatically set to Call Dispatch - Not active after he or she has not answered a call. Calls in the queue are then no longer delivered to this user until he or she manually sets his or her Call Dispatch Status in the client manually to Active again, see 3.10.3 Defining the call dispatch.
Attention: This function can result in all users being removed from the distribution if no one answers a call. No further calls are then distributed in the queue until at least one user has manually reset his or her status.
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Announce queue position
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Select Yes in the dropdown list if the caller should be informed of the queue position in regular intervals.
Select No to turn off position announcements for the queue. |
Offer callback in queue
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Select Yes from the dropdown list to activate the callback function. An announcement is then played for the caller every 90 seconds to indicate the callback function. The queue checks every 30 seconds whether a voice announcement should be played.
Select Yes from the dropdown list to activate the callback function.
Prompt after at least X seconds: Specify in seconds the minimum interval at which a voice announcement should be played (90 standard).
VisualGroups checks every 30 seconds if the last voice announcement was longer than X seconds ago. If this is the case, a new voice announcement is played. Connect to: Optionally, specify an internal phone number to use custom logic to followup the callback request. In addition to the callback request, the caller is then also forwarded to the specified internal number when he or she presses the corresponding callback request key.
Using voiceprompt: If you have previously specified an internal call number, select a file from the dropdown list for the Voice announcement that the caller hears at the configured interval.
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Ignore calls connected for less than X seconds
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Set a time in seconds for the queue that must be reached at least before calls are included in the statistics. If a call in the queue is shorter than 'X', it is not included in the statistics.
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To enable opening/closing times
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Select Yes n the drop-down list to activate the 'Availability Period' function for the queue, see 2.2.7 Opening/closing times.
You can now add an availability time and a breaktime for the respective day below by clicking on the corresponding check boxes and define an opening and closing time.
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Enable call categorization
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This function is only visible if you have defined at least one call category. To create predefined categories see 2.2.17 Categorization of calls.
Select Yes from the dropdown list to have calls categorised by the user.
You can now assign the available call categories to the queue below via drag and drop or by selecting the checkbox and clicking the corresponding arrow button.
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Enable default categorization after wrap-up time expires
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If a user's wrap-up time expires without them categorizing the call, the call can be automatically assigned to a default category.
To activate the function, with the call categories switched on, select Yes from the dropdown list. Below you can then select a Default category from the dropdown list, into which calls that have not been categorized in time will be automatically assigned.
See also 2.2.17 Categorization of calls.
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Voice announcement when “open"
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This function is only visible if the opening/closing times function is activated.
Select a recording from the dropdown list that will be played for callers when the queue is open according to the opening/closing times.
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Voice announcement when “closed"
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This function is only visible if the opening/closing times function is activated.
Select a recording from the dropdown list that will be played for callers when the queue is closed according to the opening/closing times.
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When"closed” route caller to:
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This function is only visible if the opening/closing times function is activated.
Enter a phone number to which callers who call outside of the availability times are forwarded.
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Welcome announcement
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This function is only visible if the opening/closing times function is deactivated.
Select a voice announcement from the dropdown list that will be played for all callers.
If you activate opening/closing times, see To enable opening/closing times, you can define different voice announcements depending on whether the queue is open or closed.
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