This project provides extended call queueing functionality for SwyxWare by implenting the same functionality as the SwyxWare Call Queue plus usefull features like visualization.

As the project is derived from an old Swyx Knowledgebase Articleit starts with v2.0 to show it's improved state.

See the Features tab for a detailed list of features.

The following is a list of all Open Queue v2.0 features:

• handle any number of different call queues in different ecr scripts
• keeps a call on hold (playing music on hold) until destination is reachable
• free definable queue size
• free definable queue timeout
• announce "please wait" before and during music on hold
• announce position within queue during music on hold
• use destination group's configured agent selection (hunt groups: parallel, sequential, rotary, random) or longest waiting
• store userdefined data per call (e.g. a previously entered ticket id)
• complete queue visualization (asp webpage), incl. the following features:
  
  
  • list all calls within a queue incl. caller number, caller name, connected name, start date, duration
  • pick a call from the queue
  • cancel (disconnect) a call from the queue
  • move a call to the top of the queue
  • close queue, meaning the queue will not accept new calls
  • cancel all calls within the queue

The following is a comparison of the SwyxWare build-in queue features and the Open Queue v2.0 features:

	Swyx Queue	Open Queue
Call Handling
First in, First out
Unlimited number of Queues
Music on Hold per Queue
Maximum wait time
Add to top or bottom
VIP timeout
Maximum size
Start announcement
Position announcement
Waiting time announcement
Special connect tone
Special connect timeout
Interal ACD
External ACD
Administration
Get number of calls in queue
Visualization
Pick call
Boost call
Disconnect call
Disconnect all calls
Close Queue
User defined data tags
System
Storage in SwyxQueueManager
Storage in database
Extendible
Support
Through Reseller / Distri / Swyx
Through Swyx Forum

Legend

= Feature Comment. Roll over these images for additional information about the listed Feature. = Unsupported = Partially Supported = Supported Blank denotes 'N/A'.

(Want get your Queue product listed in this comparison as well ? Get in touch with us)

The following is a list of requirements of Open Queue v2.0:

• SwyxWare v6.02 or newer
• Option Packs SwyxECR or SwyxProfessional
• MS SQL Server 2005/2005 or MSDE (it is possible to use the MSDE the SwyxWare uses itself)
• MS Internet Information Server IIS (for visualization)
• When using the "Longest Waiting" feature the SwyxServer must write the Call Detail Records (CDR) into the database (same as OpenQueue uses) instead of a text file. See the manual for details.

Open Queue v2.0 (build 2.0.5) (25.07.2008)

• Fix: (FS#57) Problem with Music On Hold MOH
• Added: (FS#56) Add Connection String Info to Manual

Open Queue v2.0 Release Candidate 3 (17.07.2008)

• Fix: (FS#28) Problems when using system's music on hold
• Fix: (FS#31) Add call in any case into the queue if destination is available directly
• Fix: (FS#49) Pick call from queue doesn't work
• Fix: (FS#50) A connected call doesn't change the state in the web view

Open Queue v2.0 Release Candidate 2 (03.07.2008)

• Fix: (FS#48) Script Error on SwyxWare v6.12

Open Queue v2.0 Release Candidate 1 (08.11.2007)

• Fix: (FS#4) Misleading explanation of DB setup
• Fix: (FS#5) The "not reachable" exit never reached
• Fix: (FS#6) Call get disconnected if ConnectTo returns unknown return values
• Fix: (FS#7) No fallback in user status detection in LongestWaiting as it is available in OpenQueue
• Fix: (FS#9) No user state aware call delivery
• Fix: (FS#10) Delete timed out calls automatically from the queue
• Added: (FS#8) Longest Waiting not yet implemented

Open Queue v2.0 Beta 1 (20.05.2007)

• First Release.

This is a Swyx Forum open source project. All support, enhancement and bug requests must be placed into the project's forums.

No other support is available!

Use the Using Open Queue forum for all usage related topics, use the Development forum for all development, enhancement related topics.

Additionally you can check the project's issue tracker if a problem you want to report is already known.

In regard of the license being provided there is neither a guaranteed response time for support requests nor a guaranteed solution.

Open Queue Project
v2.0

This is a Swyx Forum Open Source Project.

Copyright (c) 2007-2010 by Swyx Forum
Copyright (c) 2007-2010 by Tom Wellige
All Rights Reserved.

Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice must be included in all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANT-ABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.