Queue settings

5.4 Queue settings

The advanced settings for queues were defined by the administrator. You can customize certain settings for your queues.

To define settings for queues

1 Select the Settings tab.

The names of the queues assigned to you appear at the top.

2 Click on the name of the queue to select it.

The settings for this queue appear.

3 Adjust the desired values.

Your changes will take effect immediately.

Queue

Name	Description
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.
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 entered an internal phone number. In the drop-down list, select a file for the Announcement that the caller hears at the configured interval. See 2.2.6 Callback function.

Name

Description

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.

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 entered an internal phone number. In the drop-down list, select a file for the Announcement that the caller hears at the configured interval.

See 2.2.6 Callback function.

Users

Name	Description
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.
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. See also 3.10 Defining criteria for automatic call delivery.
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.

Extended

Name	Description
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.
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.