2.2.1 Creating, editing and deleting queues
When the initial configuration is completed, you can create additional queues via web portal and edit existing queues.
 
New licenses are being activated as soon as an administrator logs in to the web portal.
 
 
Swyx administration rights are required to create queues.
 
 
The separate creation of Swyx 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.
*Max. waiting time of callers after which they are forwarded to another number.
*Number of assigned users.
*You can use the Search queue input window to filter for an item. The search is applied to all columns.
2 Click on Add or activate the checkbox in the line of an existing queue and click on Edit.
3 You can define the following functions:
Name
Description
Queue name
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
From the dropdown list, select the language for the waiting and position announcements that callers in the queue are to hear.
Wrap-up time for users
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.
Ringing time
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.
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.
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.
Allow users to edit their queue preferences
Activate the checkmark if you want that users can also define their criteria for automatic call delivery on their own.
Call strategy
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.
Waiting time
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.
Connect caller to
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.
Forwarding according to number of waiting callers
From the drop-down list, select waiting caller (default setting, fixed) or waiting caller per active user (dynamic according to the number of active users in the queue).
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.
Last agent routing
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.
Announce queue position
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.
If activated, you can specify a time period in seconds after which the queue position is announced again.
Time (in s) between announcements
Set a time period during which no new announcements are to be played. The timer for this starts after an announcement has been played to the end.
Processing of calls from the queues via
In the drop-down list, select whether calls are to be processed by the server via the phone number or via the user's name.
This setting is relevant for evaluations. Trunk recordings are only made via numbers.
Delivery to users with the "Away" status
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".
Automatically remove agents from call distribution on missed calls
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.
Offer callback in queue
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.
Ignore calls connected for less than X seconds
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.
To enable opening/closing times
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.
Enable call categorization
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.
Enable default categorization after wrap-up time expires
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.
Voice announcement when "open"
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.
Voice announcement when "closed"
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.
When"closed" route caller to:
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.
Welcome announcement
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.
Time (in seconds) between two warnings of the same type and level
Enter a time in seconds during which warnings of the same type and level should not be repeated. More or less warnings are then displayed in the Supervisor Dashboard.
[Limit values of the key figures in the Supervisor Dashboard]
The specified limit values determine the color coding. Green - normal, yellow - risky, red - critical.
Waiting:
Limits for the number of calls that have not ended and have not yet been answered by an agent.
Logged in:
Limits for the number of the currently logged in agents.
Service Level:
Limits for the percentage of answered calls.
Users busy
Limits for the number of agents currently in a call.
Ø Waiting Time
Limit values for average waiting time per call.
Shows the average time a caller spends in the queue before being connected to an agent.
4 If applicable, select a group from the dropdown list whose users you want to assign to the queue.
5 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. You can also assign users via drag and drop.
 
If you have selected Skill based as the call strategy, the users are automatically assigned on the basis of the assigned skills. All users who have been assigned the skills required for the queue are then assigned.
 
 
You can enter a search term to search for a user, for example. The search is applied to all columns.
 
6 Click on the "Arrow" symbol to assign the selected users to the queue. You can also assign users via drag and drop.
7 Click on Save.
*The settings for the queue are applied. A VisualGroups user for the queue may have been created automatically in Swyx. You can now assign a number to the queue, 2.2.9 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.