help Configuring VisualGroups › Further configuring › Creating, editing and deleting queues
Creating, editing and deleting queues
When the initial configuration is completed, you can create additional queues via web portal and edit existing queues.
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New licenses are being activated as soon as an administrator logs in to the web portal.
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SwyxWare administration rights are required to create queues.
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The separate creation of SwyxWare groups is not required for the use of VisualGroups.
This is how you create and edit a queue 
1 In the menu select “Administration | Queues”.
*The list of your queues appears with the following information:
*Wrap Up Time: Time span after a call in which a user does not receive a new call.
*Music on hold: 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.
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Callers waiting in the queue hear a position announcement in the configured language every 30 seconds.
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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.
*Maximum waiting time of callers after which they are forwarded to another number.
*Assigned users.
2 Click on “Add” or activate the checkbox in the line of a queue and click on “Edit”.
3 Enter a name for the queue. The name appears in the users’ SwyxIt! or netphone clients and in the VisualGroups reports.
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You can also rename queues in the web portal.
4 Select the language for the waiting and position announcements that callers in the queue are to hear.
5 Enter the rework time after a call in which a user does not receive a new call.
6 Specify the ring duration (5 to 180 seconds) for a call delivery attempt to a feww VisualGroups user in this group. If a user does not answer the call during this period, the call is put back into the queue.
7 Select a call strategy from the dropdown list. See Call Strategies.
8 Activate the checkmark if you want that users can also define their criteria for automatic call delivery on their own.
9 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.
10 If applicable enter the number to which callers shall be forwarded if there is no available user.
11 From the dropdown list select the group from which you want to assign users to the queue.
12 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 Last agent routing.
13 Activate the checkbox in the line of the user you want to add or activate the checkbox in the “User name” line to add all users in the list.
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You can enter a name into the search bar to search for a user.
14 Click on the “Arrow" symbol to assign the selected users to the queue.
15 Click on "Save”.
*A VisualGroups user for the queue has been created automatically in SwyxWare. You can now assign a number to the queue, Assign queue to phone number.
How to delete a queue 
1 In the menu select “Administration | Queues”.
*The list of your queues appears.
2 Activate the checkbox in the line of a queue and click on “Delete”.
*The queue is no longer available and is no longer recorded in the usage report.
Last modified date: 12.12.2019