Wed Oct 28 15:49:24 2009

Asterisk developer's documentation


ACD - Queue system configuration

queues.conf

[general]
;
; Global settings for call queues
;
; Persistent Members
;    Store each dynamic member in each queue in the astdb so that
;    when asterisk is restarted, each member will be automatically
;    readded into their recorded queues. Default is 'yes'.
;
persistentmembers = yes
;
; Note that a timeout to fail out of a queue may be passed as part of
; an application call from extensions.conf:
; Queue(queuename|[options]|[optionalurl]|[announceoverride]|[timeout])
; example: Queue(dave|t|||45)

;[markq]
;
; A sample call queue
;
; Musiconhold sets which music applies for this particular
; call queue (configure classes in musiconhold.conf)
;
;musiconhold = default
;
; An announcement may be specified which is played for the member as
; soon as they answer a call, typically to indicate to them which queue
; this call should be answered as, so that agents or members who are
; listening to more than one queue can differentiated how they should
; engage the customer
;
;announce = queue-markq
;
; A strategy may be specified.  Valid strategies include:
;
; ringall - ring all available channels until one answers (default)
; roundrobin - take turns ringing each available interface 
; leastrecent - ring interface which was least recently called by this queue
; fewestcalls - ring the one with fewest completed calls from this queue
; random - ring random interface
; rrmemory - round robin with memory, remember where we left off last ring pass
;
;strategy = ringall
;
; Second settings for service level (default 0)
; Used for service level statistics (calls answered within service level time
; frame)
;servicelevel = 60
;
; A context may be specified, in which if the user types a SINGLE
; digit extension while they are in the queue, they will be taken out
; of the queue and sent to that extension in this context.
;
;context = qoutcon
;
; How long do we let the phone ring before we consider this a timeout...
;
;timeout = 15
;
; How long do we wait before trying all the members again?
;
;retry = 5
;
; Weight of queue - when compared to other queues, higher weights get 
; first shot at available channels when the same channel is included in 
; more than one queue.
;
;weight=0
;
; After a successful call, how long to wait before sending a potentially
; free member another call (default is 0, or no delay)
;
;wrapuptime=15
;
; Maximum number of people waiting in the queue (0 for unlimited)
;
;maxlen = 0
;
;
; How often to announce queue position and/or estimated holdtime to caller (0=off)
;
;announce-frequency = 90 
;
;
; How often to make any periodic announcement (see periodic-announce)
;
;periodic-announce-frequency=60
;
; Should we include estimated hold time in position announcements?
; Either yes, no, or only once.
; Hold time will be announced as the estimated time, 
; or "less than 2 minutes" when appropriate.
;
;announce-holdtime = yes|no|once

;
; What's the rounding time for the seconds?
; If this is non-zero, then we announce the seconds as well as the minutes
; rounded to this value.
;
; announce-round-seconds = 10
;
; Use these sound files in making position/holdtime announcements.  The
; defaults are as listed below -- change only if you need to.
;
;queue-youarenext = queue-youarenext		;	("You are now first in line.")
;queue-thereare	= queue-thereare		;	("There are")
;queue-callswaiting = queue-callswaiting	;	("calls waiting.")
;queue-holdtime = queue-holdtime		;	("The current est. holdtime is")
;queue-minutes = queue-minutes			;	("minutes.")
;queue-seconds = queue-seconds			;	("seconds.")
;queue-thankyou = queue-thankyou		;	("Thank you for your patience.")
;queue-lessthan = queue-less-than		;       ("less than")
;queue-reporthold = queue-reporthold		;       ("Hold time")
;periodic-announce = queue-periodic-announce    ;       ("All reps busy / wait for next")
;
; Calls may be recorded using Asterisk's monitor resource
; This can be enabled from within the Queue application, starting recording
; when the call is actually picked up; thus, only successful calls are
; recorded, and you are not recording while people are listening to MOH.
; To enable monitoring, simply specify "monitor-format";  it will be disabled
; otherwise.
;
; You can specify the monitor filename with by calling
;    Set(MONITOR_FILENAME=foo)
; Otherwise it will use MONITOR_FILENAME=${UNIQUEID}
;
; monitor-format = gsm|wav|wav49
;
; If you wish to have the two files joined together when the call ends, set this
; to yes.
;
; monitor-join = yes
;
; This setting controls whether callers can join a queue with no members. There
; are three choices:
;
; yes    - callers can join a queue with no members or only unavailable members
; no     - callers cannot join a queue with no members
; strict - callers cannot join a queue with no members or only unavailable
;          members
;
; joinempty = yes
;
; If you wish to remove callers from the queue when new callers cannot join,
; set this setting to one of the same choices for 'joinempty'
;
; leavewhenempty = yes
;
;
; If this is set to yes, the following manager events will be generated:
; AgentCalled, AgentDump, AgentConnect, AgentComplete
; (may generate some extra manager events, but probably ones you want)
;
; eventwhencalled = yes
;
; If this is set to yes, the following manager events will be generated:
; QueueMemberStatus
; (may generate a WHOLE LOT of extra manager events)
;
; eventmemberstatus = no
;
; If you wish to report the caller's hold time to the member before they are
; connected to the caller, set this to yes.
;
; reportholdtime = no
;
;
; If you wish to have a delay before the member is connected to the caller (or
; before the member hears any announcement messages), set this to the number of
; seconds to delay.
;
; memberdelay = 0
;
; If timeoutrestart is set to yes, then the timeout for an agent to answer is
; reset if a BUSY or CONGESTION is received.  This can be useful if agents
; are able to cancel a call with reject or similar.
;
; timeoutrestart = no
;
; Each member of this call queue is listed on a separate line in
; the form technology/dialstring.  "member" means a normal member of a
; queue.  An optional penalty may be specified after a comma, such that
; entries with higher penalties are considered last.
;
;member => Zap/1
;member => Zap/2
;member => Agent/1001
;member => Agent/1002

;
; Note that using agent groups is probably not what you want.  Strategies do
; not propagate down to the Agent system so if you want round robin, least
; recent, etc, you should list all the agents in this file individually and not
; use agent groups.
;
;member => Agent/@1		; Any agent in group 1
;member => Agent/:1,1		; Any agent in group 1, wait for first
                                ; available, but consider with penalty


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