1.3 Using VisualGroups together with Swyx groups
The assignment of users to queues or groups is independent of each other.
If users are assigned to VisualGroups queues (following queues) and Swyx groups (following groups) at the same time, interactions can occur.
If call signalling between group members or via configured relationships is configured for at least one of the groups, this affects all users as they can now receive call signalling. Calls to a member of the group are then signalled to all members via a Windows message window. A user in the group can pick up these calls.
If a user accepts a call signalled in this way, note the following effects:
Case A: A VisualGroups user picks up a call to his group
*The user cannot receive a queue call because he is already on the phone. This means that the user cannot be reached by the queue.
*This results in fewer calls appearing in the user's VisualGroups call statistics. See also 2.2.11 Create, edit and request regular reports.
*The postprocessing times defined for the queues do not apply to direct calls.
Case B: A user of a group accepts calls to a queue
*The call is considered Answered in the VisualGroups call statistics and in the optional queue report.
*The call is considered Missed in the personal VisualGroups statistics of the originally called VisualGroups user and in the optional report with user specific evaluation.
*In the optional report, the call acceptance by the accepting user of the group is displayed. See also User information in report.
 
SwyxWare recognizes one line concept per user. Different phone numbers can be assigned to the lines and specific settings can be made for each user’s line. There is no line concept for queues. The call is delivered to a user, not to a line or an assigned phone number of this user. Therefore, no phone number is stored in the "Call Detail Records" of a queue call delivered in this way.
 
 
The wrap-up time set for a user in Swyx is independent of the wrap-up time set for the queue in VisualGroups. See This is how you create and edit a queue.
The Swyx wrap-up time blocks the user’s line after hanging up for the specified time for further call delivery on this line.
The VisualGroups wrap-up time locks the user after hanging up for the assignment of queue calls for the specified time.
 
For further information on Swyx groups, see the groups chapter in the Swyx or SwyxIt! documentary.