[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 ; read into their recorded queues. Default is 'yes'. ; persistentmembers = yes ; ; AutoFill Behavior ; The old/current behavior of the queue has a serial type behavior ; in that the queue will make all waiting callers wait in the queue ; even if there is more than one available member ready to take ; calls until the head caller is connected with the member they ; were trying to get to. The next waiting caller in line then ; becomes the head caller, and they are then connected with the ; next available member and all available members and waiting callers ; waits while this happens. The new behavior, enabled by setting ; autofill=yes makes sure that when the waiting callers are connecting ; with available members in a parallel fashion until there are ; no more available members or no more waiting callers. This is ; probably more along the lines of how a queue should work and ; in most cases, you will want to enable this behavior. If you ; do not specify or comment out this option, it will default to no ; to keep backward compatibility with the old behavior. ; autofill = yes ; ; Monitor Type ; By setting monitor-type = MixMonitor, when specifying monitor-format ; to enable recording of queue member conversations, app_queue will ; now use the new MixMonitor application instead of Monitor so ; the concept of "joining/mixing" the in/out files now goes away ; when this is enabled. You can set the default type for all queues ; here, and then also change monitor-type for individual queues within ; queue by using the same configuration parameter within a queue ; configuration block. If you do not specify or comment out this option, ; it will default to the old 'Monitor' behavior to keep backward ; compatibility. ; monitor-type = MixMonitor ; ; UpdateCDR behavior. ; This option is implemented to mimic chan_agents behavior of populating ; CDR dstchannel field of a call with an agent name, which you can set ; at the login time with AddQueueMember membername parameter. ; ; updatecdr = no ; ; 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) ; shared_lastcall will make the lastcall and calls received be the same in ; members logged in more than one queue. ; This is useful to make the queue respect the wrapuptime of another queue ; for a shared member ; shared_lastcall=no ; ;[markq] ; ; A sample call queue ; ; Musicclass sets which music applies for this particular call queue. ; The only class which can override this one is if the MOH class is set ; directly on the channel using Set(CHANNEL(musicclass)=whatever) in the ; dialplan. ; ;musicclass = 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) ; 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 ; rrordered - same as rrmemory, except the queue member order from config file ; is preserved ; linear - rings interfaces in the order specified in this configuration file. ; If you use dynamic members, the members will be rung in the order in ; which they were added ; wrandom - rings random interface, but uses the member's penalty as a weight ; when calculating their metric. So a member with penalty 0 will have ; a metric somewhere between 0 and 1000, and a member with penalty 1 will ; have a metric between 0 and 2000, and a member with penalty 2 will have ; a metric between 0 and 3000. Please note, if using this strategy, the member ; penalty is not the same as when using other queue strategies. It is ONLY used ; as a weight for calculating metric. ; ;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 ; ;----------------------QUEUE TIMING OPTIONS------------------------------------ ; A Queue has two different "timeout" values associated with it. One is the ; timeout parameter configured in queues.conf. This timeout specifies the ; amount of time to try ringing a member's phone before considering the ; member to be unavailable. The other timeout value is the second argument ; to the Queue() application. This timeout represents the absolute amount ; of time to allow a caller to stay in the queue before the caller is ; removed from the queue. In certain situations, these two timeout values ; may clash. For instance, if the timeout in queues.conf is set to 5 seconds, ; the retry value in queues.conf is set to 4, and the second argument to Queue() ; is 10, then the following may occur: ; ; A caller places a call to a queue. ; The queue selects a member and attempts to ring that member. ; The member's phone is rung for 5 seconds and he does not answer. ; The retry time of 4 seconds occurs. ; The queue selects a second member to call. ; ; How long does that second member's phone ring? Does it ring for 5 seconds ; since the timeout set in app_queue is 5 seconds? Does it ring for 1 second since ; the caller has been in the queue for 9 seconds and is supposed to be removed after ; being in the queue for 10 seconds? This is configurable with the timeoutpriority ; option. By setting the timeoutpriority to "conf" then you are saying that you would ; rather use the time specified in the configuration file even if it means having the ; caller stay in the queue longer than the time specified in the application argument. ; For the scenario described above, timeoutpriority=conf would result in the second ; member's phone ringing for 5 seconds. By specifying "app" as the value for ; timeoutpriority, you are saying that the timeout specified as the argument to the ; Queue application is more important. In the scenario above, timeoutpriority=app ; would result in the second member's phone ringing for 1 second. ; ; There are a few exceptions to the priority rules. For instance, if timeoutpriority=appp ; and the configuration file timeout is set to 0, but the application argument timeout is ; non-zero, then the timeoutpriority is ignored and the application argument is used as ; the timeout. Furthermore, if no application argument timeout is specified, then the ; timeoutpriority option is ignored and the configuration file timeout is always used ; when calling queue members. ; ; In timeoutpriority=conf mode however timeout specified in config file will take higher ; priority than timeout in application arguments, so if config file has timeout 0, each ; queue member will be called indefineately and application timeout will be checked only ; after this call attempt. This is useful for having queue members with custom timeouts ; specified within Dial application of Local channel, and allows handling NO ANSWER which ; would otherwise be interrupted by queue destroying child channel on timeout. ; ; The default value for timeoutpriority is "app" since this was how previous versions of ; Asterisk behaved. ; ;timeout = 15 ;retry = 5 ;timeoutpriority = app|conf ; ;-----------------------END QUEUE TIMING OPTIONS--------------------------------- ; 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 ; ; Autofill will follow queue strategy but push multiple calls through ; at same time until there are no more waiting callers or no more ; available members. The per-queue setting of autofill allows you ; to override the default setting on an individual queue level. ; ;autofill=yes ; ; Autopause will pause a queue member if they fail to answer a call ; ;autopause=yes ; ; Maximum number of people waiting in the queue (0 for unlimited) ; ;maxlen = 0 ; ; If set to yes, just prior to the caller being bridged with a queue member ; the following variables will be set ; MEMBERINTERFACE is the interface name (eg. Agent/1234) ; MEMBERNAME is the member name (eg. Joe Soap) ; MEMBERCALLS is the number of calls that interface has taken, ; MEMBERLASTCALL is the last time the member took a call. ; MEMBERPENALTY is the penalty of the member ; MEMBERDYNAMIC indicates if a member is dynamic or not ; MEMBERREALTIME indicates if a member is realtime or not ; ;setinterfacevar=no ; ; If set to yes, just prior to the caller being bridged with a queue member ; the following variables will be set: ; QEHOLDTIME callers hold time ; QEORIGINALPOS original position of the caller in the queue ; ;setqueueentryvar=no ; ; If set to yes, the following variables will be set ; just prior to the caller being bridged with a queue member ; and just prior to the caller leaving the queue ; QUEUENAME name of the queue ; QUEUEMAX maxmimum number of calls allowed ; QUEUESTRATEGY the strategy of the queue; ; QUEUECALLS number of calls currently in the queue ; QUEUEHOLDTIME current average hold time ; QUEUECOMPLETED number of completed calls for the queue ; QUEUEABANDONED number of abandoned calls ; QUEUESRVLEVEL queue service level ; QUEUESRVLEVELPERF current service level performance ; ;setqueuevar=no ; ; if set, run this macro when connected to the queue member ; you can override this macro by setting the macro option on ; the queue application ; ; membermacro=somemacro ; How often to announce queue position and/or estimated ; holdtime to caller (0=off) ; Note that this value is ignored if the caller's queue ; position has changed (see min-announce-frequency) ; ;announce-frequency = 90 ; ; The absolute minimum time between the start of each ; queue position and/or estimated holdtime announcement ; This is useful for avoiding constant announcements ; when the caller's queue position is changing frequently ; (see announce-frequency) ; ;min-announce-frequency = 15 ; ; How often to make any periodic announcement (see periodic-announce) ; ;periodic-announce-frequency=60 ; ; Should the periodic announcements be played in a random order? Default is no. ; ;random-periodic-announce=no ; ; Should we include estimated hold time in position announcements? ; Either yes, no, or only once. ; Hold time will be announced as the estimated time. ; ;announce-holdtime = yes|no|once ; ; Queue position announce? ; Valid values are "yes," "no," "limit," or "more." If set to "no," then the caller's position will ; never be announced. If "yes," then the caller's position in the queue will be announced ; to the caller. If set to "more," then if the number of callers is more than the number ; specified by the announce-position-limit option, then the caller will hear that there ; are more than that many callers waiting (i.e. if a caller number 6 is in a queue with the ; announce-position-limit set to 5, then that caller will hear that there are more than 5 ; callers waiting). If set to "limit," then only callers within the limit specified by announce-position-limit ; will have their position announced. ; ;announce-position = yes ; ; If you have specified "limit" or "more" for the announce-position option, then the following ; value is what is used to determine what announcement to play to waiting callers. If you have ; set the announce-position option to anything else, then this will have no bearing on queue operation ; ;announce-position-limit = 5 ; ; 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. ; Valid values are 0, 5, 10, 15, 20, and 30. ; ; 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. ; ; Keep in mind that you may also prevent a sound from being played if you ; explicitly set a sound to be an empty string. For example, if you want to ; prevent the queue from playing queue-thankyou, you may set the sound using ; the following line: ; ; queue-thankyou= ; ; ("You are now first in line.") ;queue-youarenext = queue-youarenext ; ("There are") ;queue-thereare = queue-thereare ; ("calls waiting.") ;queue-callswaiting = queue-callswaiting ; ("The current est. holdtime is") ;queue-holdtime = queue-holdtime ; ("minutes.") ;queue-minutes = queue-minutes ; ("seconds.") ;queue-seconds = queue-seconds ; ("Thank you for your patience.") ;queue-thankyou = queue-thankyou ; ("Hold time") ;queue-reporthold = queue-reporthold ; ("All reps busy / wait for next") ;periodic-announce = queue-periodic-announce ; ; A set of periodic announcements can be defined by separating ; periodic announcements to reproduce by commas. For example: ;periodic-announce = queue-periodic-announce,your-call-is-important,please-wait ; ; The announcements will be played in the order in which they are defined. After ; playing the last announcement, the announcements begin again from the beginning. ; ; Calls may be recorded using Asterisk's monitor/MixMonitor 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} ; ; Pick any one valid extension for monitor format recording. If you leave ; monitor-format commented out, it will not record calls. ; ; monitor-format = gsm|wav|wav49 ; ; Monitor Type ; By setting monitor-type = MixMonitor, when specifying monitor-format ; to enable recording of queue member conversations, app_queue will ; now use the new MixMonitor application instead of Monitor so ; the concept of "joining/mixing" the in/out files now goes away ; when this is enabled. If you do not specify or comment out this option, ; it will default to the old 'Monitor' behavior to keep backward ; compatibility. ; ; monitor-type = MixMonitor ; ; ----------------------- TYPE MIXMONITOR OPTIONS ----------------------------- ; ; ; You can specify the options supplied to MixMonitor by calling (from the dialplan) ; Set(MONITOR_OPTIONS=av()V()W()) ; The 'b' option for MixMonitor (only save audio to the file while bridged) is ; implied. ; ; You can specify a post recording command to be executed after the end of ; recording by calling (from the dialplan) ; Set(MONITOR_EXEC=mv /var/spool/asterisk/monitor/^{MONITOR_FILENAME} /tmp/^{MONITOR_FILENAME}) ; ; The command specified within the contents of MONITOR_EXEC will be executed when ; the recording is over. Any strings matching ^{X} will be unescaped to ${X} and ; all variables will be evaluated just prior to recording being started. ; ; The contents of MONITOR_FILENAME will also be unescaped from ^{X} to ${X} and ; all variables will be evaluated just prior to recording being started. ; ; ---------------------- Queue Empty Options ---------------------------------- ; ; Asterisk has provided the "joinempty" and "leavewhenempty" options for a while ; with tenuous definitions of what they actually mean. The "joinempty" option controls ; whether a caller may join a queue depending on several factors of member availability. ; Similarly, then leavewhenempty option controls whether a caller may remain in a queue ; he has already joined. Both options take a comma-separated list of factors which ; contribute towards whether a caller may join/remain in the queue. The list of ; factors which contribute to these option is as follows: ; ; paused: a member is not considered available if he is paused ; penalty: a member is not considered available if his penalty is less than QUEUE_MAX_PENALTY ; inuse: a member is not considered available if he is currently on a call ; ringing: a member is not considered available if his phone is currently ringing ; unavailable: This applies mainly to Agent channels. If the agent is a member of the queue ; but has not logged in, then do not consider the member to be available ; invalid: Do not consider a member to be available if he has an "invalid" device state. ; This generally is caused by an error condition in the member's channel driver. ; unknown: Do not consider a member to be available if we are unable to determine the member's ; current device state. ; wrapup: A member is not considered available if he is currently in his wrapuptime after ; taking a call. ; ; For the "joinempty" option, when a caller attempts to enter a queue, the members of that ; queue are examined. If all members are deemed to be unavailable due to any of the conditions ; listed for the "joinempty" option, then the caller will be unable to enter the queue. For the ; "leavewhenempty" option, the state of the members of the queue are checked periodically during ; the caller's stay in the queue. If all of the members are unavailable due to any of the above ; conditions, then the caller will be removed from the queue. ; ; Some examples: ; ;joinempty = paused,inuse,invalid ; ; A caller will not be able to enter a queue if at least one member cannot be found ; who is not paused, on the phone, or who has an invalid device state. ; ;leavewhenempty = inuse,ringing ; ; A caller will be removed from the queue if at least one member cannot be found ; who is not on the phone, or whose phone is not ringing. ; ; For the sake of backwards-compatibility, the joinempty and leavewhenempty ; options also accept the strings "yes" "no" "strict" and "loose". The following ; serves as a translation for these values: ; ; yes - (empty) for joinempty; penalty,paused,invalid for leavewhenempty ; no - penalty,paused,invalid for joinempty; (empty) for leavewhenempty ; strict - penalty,paused,invalid,unavailable ; loose - penalty,invalid ; ; If this is set to yes, the following manager events will be generated: ; AgentCalled, AgentDump, AgentConnect, AgentComplete; setting this to ; vars also sends all channel variables with the event. ; (may generate some extra manager events, but probably ones you want) ; ; eventwhencalled = yes|no|vars ; ; 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 want the queue to avoid sending calls to members whose devices are ; known to be 'in use' (via the channel driver supporting that device state) ; uncomment this option. (Note: only the SIP channel driver currently is able ; to report 'in use'.) ; ; ringinuse = 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 ; ; If you wish to implement a rule defined in queuerules.conf (see ; configs/queuerules.conf.sample from the asterisk source directory for ; more information about penalty rules) by default, you may specify this ; by setting defaultrule to the rule's name ; ; defaultrule = myrule ; ; 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. An optional member ; name may also be specified after a second comma, which is used in log ; messages as a "friendly name". Multiple interfaces may share a single ; member name. An optional state interface may be specified after a third ; comma. This interface will be the one for which app_queue receives device ; state notifications, even though the first interface specified is the one ; that is actually called. ; ; It is important to ensure that channel drivers used for members are loaded ; before app_queue.so itself or they may be marked invalid until reload. This ; can be accomplished by explicitly listing them in modules.conf before ; app_queue.so. Additionally, if you use Local channels as queue members, you ; must also preload pbx_config.so and chan_local.so (or pbx_ael.so, pbx_lua.so, ; or pbx_realtime.so, depending on how your dialplan is configured). ; ;member => DAHDI/1 ;member => DAHDI/2,10 ;member => DAHDI/3,10,Bob Johnson ;member => Agent/1001 ;member => Agent/1002 ;member => Local/1000@default,0,John Smith,SIP/1000 ; ; 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