3 ; Global settings for call queues
6 ; Store each dynamic member in each queue in the astdb so that
7 ; when asterisk is restarted, each member will be automatically
8 ; read into their recorded queues. Default is 'yes'.
10 persistentmembers = yes
13 ; Keep queue statistics during a reload. Default is 'no'
18 ; The old/current behavior of the queue has a serial type behavior
19 ; in that the queue will make all waiting callers wait in the queue
20 ; even if there is more than one available member ready to take
21 ; calls until the head caller is connected with the member they
22 ; were trying to get to. The next waiting caller in line then
23 ; becomes the head caller, and they are then connected with the
24 ; next available member and all available members and waiting callers
25 ; waits while this happens. The new behavior, enabled by setting
26 ; autofill=yes makes sure that when the waiting callers are connecting
27 ; with available members in a parallel fashion until there are
28 ; no more available members or no more waiting callers. This is
29 ; probably more along the lines of how a queue should work and
30 ; in most cases, you will want to enable this behavior. If you
31 ; do not specify or comment out this option, it will default to no
32 ; to keep backward compatibility with the old behavior.
37 ; By setting monitor-type = MixMonitor, when specifying monitor-format
38 ; to enable recording of queue member conversations, app_queue will
39 ; now use the new MixMonitor application instead of Monitor so
40 ; the concept of "joining/mixing" the in/out files now goes away
41 ; when this is enabled. You can set the default type for all queues
42 ; here, and then also change monitor-type for individual queues within
43 ; queue by using the same configuration parameter within a queue
44 ; configuration block. If you do not specify or comment out this option,
45 ; it will default to the old 'Monitor' behavior to keep backward
48 monitor-type = MixMonitor
51 ; This option is implemented to mimic chan_agents behavior of populating
52 ; CDR dstchannel field of a call with an agent name, which you can set
53 ; at the login time with AddQueueMember membername parameter.
58 ; Note that a timeout to fail out of a queue may be passed as part of
59 ; an application call from extensions.conf:
60 ; Queue(queuename,[options],[optionalurl],[announceoverride],[timeout])
61 ; example: Queue(dave,t,,,45)
63 ; shared_lastcall will make the lastcall and calls received be the same in
64 ; members logged in more than one queue.
65 ; This is useful to make the queue respect the wrapuptime of another queue
74 ; Musicclass sets which music applies for this particular call queue.
75 ; The only class which can override this one is if the MOH class is set
76 ; directly on the channel using Set(CHANNEL(musicclass)=whatever) in the
81 ; An announcement may be specified which is played for the member as
82 ; soon as they answer a call, typically to indicate to them which queue
83 ; this call should be answered as, so that agents or members who are
84 ; listening to more than one queue can differentiated how they should
87 ;announce = queue-markq
89 ; A strategy may be specified. Valid strategies include:
91 ; ringall - ring all available channels until one answers (default)
92 ; leastrecent - ring interface which was least recently called by this queue
93 ; fewestcalls - ring the one with fewest completed calls from this queue
94 ; random - ring random interface
95 ; rrmemory - round robin with memory, remember where we left off last ring pass
96 ; linear - rings interfaces in the order specified in this configuration file.
97 ; If you use dynamic members, the members will be rung in the order in
98 ; which they were added
99 ; wrandom - rings random interface, but uses the member's penalty as a weight
100 ; when calculating their metric. So a member with penalty 0 will have
101 ; a metric somewhere between 0 and 1000, and a member with penalty 1 will
102 ; have a metric between 0 and 2000, and a member with penalty 2 will have
103 ; a metric between 0 and 3000. Please note, if using this strategy, the member
104 ; penalty is not the same as when using other queue strategies. It is ONLY used
105 ; as a weight for calculating metric.
109 ; Second settings for service level (default 0)
110 ; Used for service level statistics (calls answered within service level time
114 ; A context may be specified, in which if the user types a SINGLE
115 ; digit extension while they are in the queue, they will be taken out
116 ; of the queue and sent to that extension in this context.
120 ; How long do we let the phone ring before we consider this a timeout...
124 ; How long do we wait before trying all the members again?
128 ; Weight of queue - when compared to other queues, higher weights get
129 ; first shot at available channels when the same channel is included in
130 ; more than one queue.
134 ; After a successful call, how long to wait before sending a potentially
135 ; free member another call (default is 0, or no delay)
139 ; Autofill will follow queue strategy but push multiple calls through
140 ; at same time until there are no more waiting callers or no more
141 ; available members. The per-queue setting of autofill allows you
142 ; to override the default setting on an individual queue level.
146 ; Autopause will pause a queue member if they fail to answer a call
150 ; Maximum number of people waiting in the queue (0 for unlimited)
154 ; If set to yes, just prior to the caller being bridged with a queue member
155 ; the following variables will be set
156 ; MEMBERINTERFACE is the interface name (eg. Agent/1234)
157 ; MEMBERNAME is the member name (eg. Joe Soap)
158 ; MEMBERCALLS is the number of calls that interface has taken,
159 ; MEMBERLASTCALL is the last time the member took a call.
160 ; MEMBERPENALTY is the penalty of the member
161 ; MEMBERDYNAMIC indicates if a member is dynamic or not
162 ; MEMBERREALTIME indicates if a member is realtime or not
166 ; If set to yes, just prior to the caller being bridged with a queue member
167 ; the following variables will be set:
168 ; QEHOLDTIME callers hold time
169 ; QEORIGINALPOS original position of the caller in the queue
173 ; If set to yes, the following variables will be set
174 ; just prior to the caller being bridged with a queue member
175 ; and just prior to the caller leaving the queue
176 ; QUEUENAME name of the queue
177 ; QUEUEMAX maxmimum number of calls allowed
178 ; QUEUESTRATEGY the strategy of the queue;
179 ; QUEUECALLS number of calls currently in the queue
180 ; QUEUEHOLDTIME current average hold time
181 ; QUEUECOMPLETED number of completed calls for the queue
182 ; QUEUEABANDONED number of abandoned calls
183 ; QUEUESRVLEVEL queue service level
184 ; QUEUESRVLEVELPERF current service level performance
188 ; if set, run this macro when connected to the queue member
189 ; you can override this macro by setting the macro option on
190 ; the queue application
192 ; membermacro=somemacro
194 ; How often to announce queue position and/or estimated
195 ; holdtime to caller (0=off)
196 ; Note that this value is ignored if the caller's queue
197 ; position has changed (see min-announce-frequency)
199 ;announce-frequency = 90
201 ; The absolute minimum time between the start of each
202 ; queue position and/or estimated holdtime announcement
203 ; This is useful for avoiding constant announcements
204 ; when the caller's queue position is changing frequently
205 ; (see announce-frequency)
207 ;min-announce-frequency = 15
209 ; How often to make any periodic announcement (see periodic-announce)
211 ;periodic-announce-frequency=60
213 ; Should the periodic announcements be played in a random order? Default is no.
215 ;random-periodic-announce=no
217 ; Should we include estimated hold time in position announcements?
218 ; Either yes, no, or only once.
219 ; Hold time will be announced as the estimated time.
221 ;announce-holdtime = yes|no|once
223 ; Queue position announce?
224 ; Valid values are "yes," "no," "limit," or "more." If set to "no," then the caller's position will
225 ; never be announced. If "yes," then the caller's position in the queue will be announced
226 ; to the caller. If set to "more," then if the number of callers is more than the number
227 ; specified by the announce-position-limit option, then the caller will hear that there
228 ; are more than that many callers waiting (i.e. if a caller number 6 is in a queue with the
229 ; announce-position-limit set to 5, then that caller will hear that there are more than 5
230 ; callers waiting). If set to "limit," then only callers within the limit specified by announce-position-limit
231 ; will have their position announced.
233 ;announce-position = yes
235 ; If you have specified "limit" or "more" for the announce-position option, then the following
236 ; value is what is used to determine what announcement to play to waiting callers. If you have
237 ; set the announce-position option to anything else, then this will have no bearing on queue operation
239 ;announce-position-limit = 5
241 ; What's the rounding time for the seconds?
242 ; If this is non-zero, then we announce the seconds as well as the minutes
243 ; rounded to this value.
244 ; Valid values are 0, 5, 10, 15, 20, and 30.
246 ; announce-round-seconds = 10
248 ; Use these sound files in making position/holdtime announcements. The
249 ; defaults are as listed below -- change only if you need to.
251 ; ("You are now first in line.")
252 ;queue-youarenext = queue-youarenext
254 ;queue-thereare = queue-thereare
256 ;queue-callswaiting = queue-callswaiting
257 ; ("The current est. holdtime is")
258 ;queue-holdtime = queue-holdtime
260 ;queue-minutes = queue-minutes
262 ;queue-seconds = queue-seconds
263 ; ("Thank you for your patience.")
264 ;queue-thankyou = queue-thankyou
266 ;queue-reporthold = queue-reporthold
267 ; ("All reps busy / wait for next")
268 ;periodic-announce = queue-periodic-announce
270 ; A set of periodic announcements can be defined by separating
271 ; periodic announcements to reproduce by commas. For example:
272 ;periodic-announce = queue-periodic-announce,your-call-is-important,please-wait
274 ; The announcements will be played in the order in which they are defined. After
275 ; playing the last announcement, the announcements begin again from the beginning.
277 ; Calls may be recorded using Asterisk's monitor/MixMonitor resource
278 ; This can be enabled from within the Queue application, starting recording
279 ; when the call is actually picked up; thus, only successful calls are
280 ; recorded, and you are not recording while people are listening to MOH.
281 ; To enable monitoring, simply specify "monitor-format"; it will be disabled
284 ; You can specify the monitor filename with by calling
285 ; Set(MONITOR_FILENAME=foo)
286 ; Otherwise it will use MONITOR_FILENAME=${UNIQUEID}
288 ; Pick any one valid extension for monitor format recording. If you leave
289 ; monitor-format commented out, it will not record calls.
291 ; monitor-format = gsm|wav|wav49
294 ; By setting monitor-type = MixMonitor, when specifying monitor-format
295 ; to enable recording of queue member conversations, app_queue will
296 ; now use the new MixMonitor application instead of Monitor so
297 ; the concept of "joining/mixing" the in/out files now goes away
298 ; when this is enabled. If you do not specify or comment out this option,
299 ; it will default to the old 'Monitor' behavior to keep backward
302 ; monitor-type = MixMonitor
304 ; ----------------------- TYPE MIXMONITOR OPTIONS -----------------------------
307 ; You can specify the options supplied to MixMonitor by calling
308 ; Set(MONITOR_OPTIONS=av(<x>)V(<x>)W(<x>))
309 ; The 'b' option for MixMonitor (only save audio to the file while bridged) is
312 ; You can specify a post recording command to be executed after the end of
313 ; recording by calling
314 ; Set(MONITOR_EXEC=mv /var/spool/asterisk/monitor/^{MONITOR_FILENAME} /tmp/^{MONITOR_FILENAME})
316 ; The command specified within the contents of MONITOR_EXEC will be executed when
317 ; the recording is over. Any strings matching ^{X} will be unescaped to ${X} and
318 ; all variables will be evaluated just prior to recording being started.
320 ; The contents of MONITOR_FILENAME will also be unescaped from ^{X} to ${X} and
321 ; all variables will be evaluated just prior to recording being started.
324 ; This setting controls whether callers can join a queue with no members. There
327 ; yes - callers can join a queue with no members or only unavailable members
328 ; no - callers cannot join a queue with no members
329 ; strict - callers cannot join a queue with no members or only unavailable
331 ; loose - same as strict, but paused queue members do not count as unavailable
336 ; If you wish to remove callers from the queue when new callers cannot join,
337 ; set this setting to one of the same choices for 'joinempty'
339 ; leavewhenempty = yes
342 ; If this is set to yes, the following manager events will be generated:
343 ; AgentCalled, AgentDump, AgentConnect, AgentComplete; setting this to
344 ; vars also sends all channel variables with the event.
345 ; (may generate some extra manager events, but probably ones you want)
347 ; eventwhencalled = yes|no|vars
349 ; If this is set to yes, the following manager events will be generated:
351 ; (may generate a WHOLE LOT of extra manager events)
353 ; eventmemberstatus = no
355 ; If you wish to report the caller's hold time to the member before they are
356 ; connected to the caller, set this to yes.
358 ; reportholdtime = no
360 ; If you want the queue to avoid sending calls to members whose devices are
361 ; known to be 'in use' (via the channel driver supporting that device state)
362 ; uncomment this option. (Note: only the SIP channel driver currently is able
363 ; to report 'in use'.)
367 ; If you wish to have a delay before the member is connected to the caller (or
368 ; before the member hears any announcement messages), set this to the number of
373 ; If timeoutrestart is set to yes, then the timeout for an agent to answer is
374 ; reset if a BUSY or CONGESTION is received. This can be useful if agents
375 ; are able to cancel a call with reject or similar.
377 ; timeoutrestart = no
379 ; If you wish to implement a rule defined in queuerules.conf (see
380 ; configs/queuerules.conf.sample from the asterisk source directory for
381 ; more information about penalty rules) by default, you may specify this
382 ; by setting defaultrule to the rule's name
384 ; defaultrule = myrule
386 ; Each member of this call queue is listed on a separate line in
387 ; the form technology/dialstring. "member" means a normal member of a
388 ; queue. An optional penalty may be specified after a comma, such that
389 ; entries with higher penalties are considered last. An optional member
390 ; name may also be specified after a second comma, which is used in log
391 ; messages as a "friendly name". Multiple interfaces may share a single
392 ; member name. An optional state interface may be specified after a third
393 ; comma. This interface will be the one for which app_queue receives device
394 ; state notifications, even though the first interface specified is the one
395 ; that is actually called.
397 ; It is important to ensure that channel drivers used for members are loaded
398 ; before app_queue.so itself or they may be marked invalid until reload. This
399 ; can be accomplished by explicitly listing them in modules.conf before
400 ; app_queue.so. Additionally, if you use Local channels as queue members, you
401 ; must also preload pbx_config.so (or pbx_ael.so, pbx_lua.so, or
402 ; pbx_realtime.so, depending on how your dialplan is configured).
406 ;member => Zap/3,10,Bob Johnson
407 ;member => Agent/1001
408 ;member => Agent/1002
409 ;member => Local/1000@default,0,John Smith,SIP/1000
412 ; Note that using agent groups is probably not what you want. Strategies do
413 ; not propagate down to the Agent system so if you want round robin, least
414 ; recent, etc, you should list all the agents in this file individually and not
417 ;member => Agent/@1 ; Any agent in group 1
418 ;member => Agent/:1,1 ; Any agent in group 1, wait for first
419 ; available, but consider with penalty