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VisualGroups 2.0

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 Swyx groups

Uninstalling

2 Configuring VisualGroups

Initial setup via configuration wizard

Further configuration

Creating, editing and deleting queues

Call Strategies

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

Setting the time period for missed calls in the client

Automatic logout

Running VisualGroups over HTTPS/SSL

Access VisualGroups via Remote Connector

Permissions of the administration profiles

Set up supervisors

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

Exporting missed calls

Filter Statistics

Evaluate reports

4 Wallboards

Creating and editing wallboards

Displaying a wallboard

Example view: Summary

Example view: List

Example view: Userinfo

Marking of users

Deleting a wallboard

Global wallboard settings

Calculation of wallboard parameters and sample configurations

5 Supervisor dashboard

Overview

Notification Center

Queue settings

Agent management

Agents overview

Set call deliveries

Distribute agents to queues

App. A: Appendix

Distribution of Calls according to Default extension

App. B: Troubleshooting

Use case particularities with parallel call distribution

VisualGroups script for Swyx Server migration

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1 Installing VisualGroups

1 Installing VisualGroups | System requirements

1 Installing VisualGroups | Installing

1 Installing VisualGroups | Installing | Refreshing

1 Installing VisualGroups | Installing | Backing up and restoring

1 Installing VisualGroups | Installing | Changing VisualGroups storage directories

1 Installing VisualGroups | Installing | Changing the trace level for VisualGroups files

1 Installing VisualGroups | Installing | Unattended Installation

1 Installing VisualGroups | Installing | Obtaining VisualGroups via SwyxON

1 Installing VisualGroups | Using VisualGroups together with Swyx groups

1 Installing VisualGroups | Uninstalling

2 Configuring VisualGroups

2 Configuring VisualGroups | Initial setup via configuration wizard

2 Configuring VisualGroups | Further configuration

2 Configuring VisualGroups | Further configuration | Creating, editing and deleting queues

2 Configuring VisualGroups | Further configuration | Call Strategies

2 Configuring VisualGroups | Further configuration | Last agent routing

2 Configuring VisualGroups | Further configuration | Adding, editing and deleting users

2 Configuring VisualGroups | Further configuration | Wrap-up time

2 Configuring VisualGroups | Further configuration | Callback function

2 Configuring VisualGroups | Further configuration | Opening/closing times

2 Configuring VisualGroups | Further configuration | Skill based routing

2 Configuring VisualGroups | Further configuration | Assign queue to phone number

2 Configuring VisualGroups | Further configuration | Use own audio file for queue

2 Configuring VisualGroups | Further configuration | Create, edit and request regular reports

2 Configuring VisualGroups | Further configuration | Editing SMTP server settings

2 Configuring VisualGroups | Further configuration | Set the language of the user interface and number of VisualGroups lines in the client

2 Configuring VisualGroups | Further configuration | Privacy settings

2 Configuring VisualGroups | Further configuration | LDAP Search Query

2 Configuring VisualGroups | Further configuration | Set default language

2 Configuring VisualGroups | Further configuration | Categorization of calls

2 Configuring VisualGroups | Further configuration | Setting the time period for missed calls in the client

2 Configuring VisualGroups | Further configuration | Automatic logout

2 Configuring VisualGroups | Further configuration | Running VisualGroups over HTTPS/SSL

2 Configuring VisualGroups | Further configuration | Access VisualGroups via Remote Connector

2 Configuring VisualGroups | Further configuration | Permissions of the administration profiles

2 Configuring VisualGroups | Set up supervisors

3 Using SwyxIt! with VisualGroups

3 Using SwyxIt! with VisualGroups | Logging in or out of queues

3 Using SwyxIt! with VisualGroups | Defining the settings for Windows Server

3 Using SwyxIt! with VisualGroups | User interface

3 Using SwyxIt! with VisualGroups | Displaying or hiding queues

3 Using SwyxIt! with VisualGroups | Answering calls manually

3 Using SwyxIt! with VisualGroups | Forwarding calls to other users

3 Using SwyxIt! with VisualGroups | Deactivating Automatic Call Delivery

3 Using SwyxIt! with VisualGroups | Categorizing calls

3 Using SwyxIt! with VisualGroups | Callback request: Calling callers back

3 Using SwyxIt! with VisualGroups | Defining criteria for automatic call delivery

3 Using SwyxIt! with VisualGroups | Defining criteria for automatic call delivery | Defining the waiting time until the automatic call delivery (time criterion)

3 Using SwyxIt! with VisualGroups | Defining criteria for automatic call delivery | Defining the number of callers for automatic call delivery (quantity criterion)

3 Using SwyxIt! with VisualGroups | Defining criteria for automatic call delivery | Defining the call dispatch

3 Using SwyxIt! with VisualGroups | Defining criteria for automatic call delivery | Prioritising incoming calls according to queues

3 Using SwyxIt! with VisualGroups | Tracking missed calls

3 Using SwyxIt! with VisualGroups | Exporting missed calls

3 Using SwyxIt! with VisualGroups | Filter Statistics

3 Using SwyxIt! with VisualGroups | Evaluate reports

4 Wallboards

4 Wallboards | Creating and editing wallboards

4 Wallboards | Creating and editing wallboards | Displaying a wallboard

4 Wallboards | Creating and editing wallboards | Displaying a wallboard | Example view: Summary

4 Wallboards | Creating and editing wallboards | Displaying a wallboard | Example view: List

4 Wallboards | Creating and editing wallboards | Displaying a wallboard | Example view: Userinfo

4 Wallboards | Creating and editing wallboards | Displaying a wallboard | Marking of users

4 Wallboards | Creating and editing wallboards | Deleting a wallboard

4 Wallboards | Global wallboard settings

4 Wallboards | Calculation of wallboard parameters and sample configurations

5 Supervisor dashboard

5 Supervisor dashboard | Log in

5 Supervisor dashboard | Overview

5 Supervisor dashboard | Notification Center

5 Supervisor dashboard | Queue settings

5 Supervisor dashboard | Agent management

5 Supervisor dashboard | Agent management | Agents overview

5 Supervisor dashboard | Agent management | Set call deliveries

5 Supervisor dashboard | Agent management | Distribute agents to queues

App. A: Appendix

App. A: Appendix | Overview System

App. A: Appendix | Distribution of Calls according to Default extension

App. B: Troubleshooting

App. B: Troubleshooting | Use case particularities with parallel call distribution

App. B: Troubleshooting | VisualGroups script for Swyx Server migration