551 lines
24 KiB
Plaintext
551 lines
24 KiB
Plaintext
[general]
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;
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; Global settings for call queues
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;
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; Persistent Members
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; Store each dynamic member in each queue in the astdb so that
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; when asterisk is restarted, each member will be automatically
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; read into their recorded queues. Default is 'no'.
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;
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persistentmembers = yes
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;
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; AutoFill Behavior
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; The old behavior of the queue (autofill=no) is to have a serial type behavior
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; in that the queue will make all waiting callers wait in the queue
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; even if there is more than one available member ready to take
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; calls until the head caller is connected with the member they
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; were trying to get to. The next waiting caller in line then
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; becomes the head caller, and they are then connected with the
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; next available member and all available members and waiting callers
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; waits while this happens. The new behavior, enabled by setting
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; autofill=yes makes sure that when the waiting callers are connecting
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; with available members in a parallel fashion until there are
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; no more available members or no more waiting callers. This is
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; probably more along the lines of how a queue should work and
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; in most cases, you will want to enable this behavior. If you
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; do not specify or comment out this option, it will default to no.
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;
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;autofill = no
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;
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; Monitor Type
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; By setting monitor-type = MixMonitor, when specifying monitor-format
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; to enable recording of queue member conversations, app_queue will
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; now use the new MixMonitor application instead of Monitor so
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; the concept of "joining/mixing" the in/out files now goes away
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; when this is enabled. You can set the default type for all queues
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; here, and then also change monitor-type for individual queues within
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; queue by using the same configuration parameter within a queue
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; configuration block. If you do not specify or comment out this option,
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; it will default to the old 'Monitor' behavior to keep backward
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; compatibility.
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;
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monitor-type = MixMonitor
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;
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; shared_lastcall will make the lastcall and calls received be the same in
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; members logged in more than one queue. This is useful to make the queue
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; respect the wrapuptime of another queue for a shared member.
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; The default value is no.
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;
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;shared_lastcall=yes
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;
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; Negative_penalty_invalid will treat members with a negative penalty as logged off
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;
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;negative_penalty_invalid = no
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;
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; log_membername_as_agent will cause app_queue to log the membername rather than
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; the interface for the ADDMEMBER and REMOVEMEMBER events when a state_interface
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; is set. The default value (no) maintains backward compatibility.
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;
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;log_membername_as_agent = no
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;
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;[markq]
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;
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; A sample call queue
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;
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; Musicclass sets which music applies for this particular call queue.
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; The only class which can override this one is if the MOH class is set
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; using the m option when calling the Queue application or if set
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; directly on the channel using Set(CHANNEL(musicclass)=whatever) in the
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; dialplan (the latter of which overrides everything).
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;
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;musicclass = default
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;
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; An announcement may be specified which is played for the member as
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; soon as they answer a call, typically to indicate to them which queue
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; this call should be answered as, so that agents or members who are
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; listening to more than one queue can differentiated how they should
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; engage the customer
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;
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;announce = queue-markq
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;
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; A strategy may be specified. Valid strategies include:
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;
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; ringall - ring all available channels until one answers (default)
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; leastrecent - ring interface which was least recently hung up by this queue
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; fewestcalls - ring the one with fewest completed calls from this queue
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; random - ring random interface
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; rrmemory - round robin with memory, remember where we left off last ring pass
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; rrordered - same as rrmemory, except the queue member order from config file
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; is preserved
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; linear - rings interfaces in the order specified in this configuration file.
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; If you use dynamic members, the members will be rung in the order in
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; which they were added
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; wrandom - rings random interface, but uses the member's penalty as a weight
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; when calculating their metric. So a member with penalty 0 will have
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; a metric somewhere between 0 and 1000, and a member with penalty 1 will
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; have a metric between 0 and 2000, and a member with penalty 2 will have
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; a metric between 0 and 3000. Please note, if using this strategy, the member
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; penalty is not the same as when using other queue strategies. It is ONLY used
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; as a weight for calculating metric.
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;
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;strategy = ringall
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;
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; Second settings for service level (default 0)
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; Used for service level statistics (calls answered within service level time frame)
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; There are 2 Service Level Performance Calculations SL and SL2
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; SL = (total calls answered within threshold / total calls answered) * 100
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; SL2 = ((calls answered within threshold + calls abandoned within threshold) / (answered calls + abandoned calls)) * 100
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;servicelevel = 60
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;
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; If a 'context' is specified, and a caller enters an extension that
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; matches an extension within that context, they will be taken out of
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; the queue and sent to that extension.
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;
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;context = qoutcon
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;
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; A limit can be set to disregard penalty settings when the queue has
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; too few members. No penalty will be weighed in if there are only X
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; or fewer queue members. (default 0)
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;
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;penaltymemberslimit = 5
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;
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; ---------------------QUEUE TIMING OPTIONS------------------------------------
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; A Queue has two different "timeout" values associated with it. One is the
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; timeout parameter configured in queues.conf. This timeout specifies the
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; amount of time to try ringing a member's phone before considering the
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; member to be unavailable. The other timeout value is the second argument
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; to the Queue() application. This timeout represents the absolute amount
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; of time to allow a caller to stay in the queue before the caller is
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; removed from the queue. In certain situations, these two timeout values
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; may clash. For instance, if the timeout in queues.conf is set to 5 seconds,
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; the retry value in queues.conf is set to 4, and the second argument to Queue()
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; is 10, then the following may occur:
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;
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; A caller places a call to a queue.
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; The queue selects a member and attempts to ring that member.
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; The member's phone is rung for 5 seconds and he does not answer.
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; The retry time of 4 seconds occurs.
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; The queue selects a second member to call.
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;
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; How long does that second member's phone ring? Does it ring for 5 seconds
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; since the timeout set in app_queue is 5 seconds? Does it ring for 1 second since
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; the caller has been in the queue for 9 seconds and is supposed to be removed after
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; being in the queue for 10 seconds? This is configurable with the timeoutpriority
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; option. By setting the timeoutpriority to "conf" then you are saying that you would
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; rather use the time specified in the configuration file even if it means having the
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; caller stay in the queue longer than the time specified in the application argument.
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; For the scenario described above, timeoutpriority=conf would result in the second
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; member's phone ringing for 5 seconds. By specifying "app" as the value for
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; timeoutpriority, you are saying that the timeout specified as the argument to the
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; Queue application is more important. In the scenario above, timeoutpriority=app
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; would result in the second member's phone ringing for 1 second.
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;
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; There are a few exceptions to the priority rules. For instance, if timeoutpriority=app
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; and the configuration file timeout is set to 0, but the application argument timeout is
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; non-zero, then the timeoutpriority is ignored and the application argument is used as
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; the timeout. Furthermore, if no application argument timeout is specified, then the
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; timeoutpriority option is ignored and the configuration file timeout is always used
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; when calling queue members.
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;
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; In timeoutpriority=conf mode however timeout specified in config file will take higher
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; priority than timeout in application arguments, so if config file has timeout 0, each
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; queue member will be called indefinitely and application timeout will be checked only
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; after this call attempt. This is useful for having queue members with custom timeouts
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; specified within Dial application of Local channel, and allows handling NO ANSWER which
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; would otherwise be interrupted by queue destroying child channel on timeout.
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;
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; The default value for timeoutpriority is "app" since this was how previous versions of
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; Asterisk behaved.
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;
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;timeout = 15
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;retry = 5
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;timeoutpriority = app|conf
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;
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; ----------------------END QUEUE TIMING OPTIONS---------------------------------
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; Weight of queue - when compared to other queues, higher weights get
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; first shot at available channels when the same channel is included in
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; more than one queue.
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;
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;weight=0
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;
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; After a successful call, how long to wait before sending a potentially
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; free member another call (default is 0, or no delay)
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;
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;wrapuptime=15
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;
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; Autofill will follow queue strategy but push multiple calls through
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; at same time until there are no more waiting callers or no more
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; available members. The per-queue setting of autofill allows you
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; to override the default setting on an individual queue level.
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;
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;autofill=yes
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;
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; Autopause will pause a queue member if they fail to answer a call
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; no: Member will not be paused
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; yes: Member will be paused only in the queue where the timeout took place
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; all: Member will be paused in all queues he/she is a member
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;autopause=yes
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;
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; Autopausedelay delay autopause for autopausedelay seconds from the
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; last call if a member has not taken a call the delay has no effect.
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;autopausedelay=60
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;
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; Autopausebusy controls whether or not a queue member is set as paused
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; automatically upon the member device reporting busy. The autopausedelay
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; option applies. Defaults to 'no'.
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;autopausebusy=no
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;
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; Autopauseunavail controls whether or not a queue member is set as paused
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; automatically upon the member device reporting congestion. The autopausedely
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; option applies. Defaults to 'no'.
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;autopauseunavail=no
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;
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; Maximum number of people waiting in the queue (0 for unlimited)
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;
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;maxlen = 0
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;
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; Note: for below queue channel options (setinterfacevar, setqueueentryvar,
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; setqueuevar) if the caller channel is a local channel and optimizations
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; is enabled then after optimization has occurred only the queue member
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; channel will contain the variables.
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;
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; If set to yes, just prior to the caller being bridged with a queue member
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; the following variables will be set on the caller and queue member channels:
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; MEMBERINTERFACE is the interface name (eg. Agent/1234)
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; MEMBERNAME is the member name (eg. Joe Soap)
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; MEMBERCALLS is the number of calls that interface has taken,
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; MEMBERLASTCALL is the last time the member took a call.
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; MEMBERPENALTY is the penalty of the member
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; MEMBERDYNAMIC indicates if a member is dynamic or not
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; MEMBERREALTIME indicates if a member is realtime or not
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;
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;setinterfacevar=no
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;
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; If set to yes, just prior to the caller being bridged with a queue member
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; the following variables will be set on the caller and queue member channels:
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; QEHOLDTIME callers hold time
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; QEORIGINALPOS original position of the caller in the queue
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;
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;setqueueentryvar=no
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;
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; If set to yes, the following variables will be set
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; just prior to the caller being bridged with a queue member (set on the
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; caller and queue member channels) and just prior to the caller
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; leaving the queue
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; QUEUENAME name of the queue
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; QUEUEMAX maxmimum number of calls allowed
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; QUEUESTRATEGY the strategy of the queue;
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; QUEUECALLS number of calls currently in the queue
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; QUEUEHOLDTIME current average hold time
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; QUEUECOMPLETED number of completed calls for the queue
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; QUEUEABANDONED number of abandoned calls
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; QUEUESRVLEVEL queue service level
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; QUEUESRVLEVELPERF current service level performance
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;
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;setqueuevar=no
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; if set, run this macro when connected to the queue member
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; you can override this macro by setting the macro option on
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; the queue application
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;
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;membermacro=macro_name[,arg1[,...][,argN]]
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; if set, run this gosub when connected to the queue member
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; you can override this gosub by setting the gosub option on
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; the queue application
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;
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;membergosub=gosub_context_name[,arg1[,...][,argN]]
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; How often to announce queue position and/or estimated
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; holdtime to caller (0=off)
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; Note that this value is ignored if the caller's queue
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; position has changed (see min-announce-frequency)
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;
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;announce-frequency = 90
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;
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; The absolute minimum time between the start of each
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; queue position and/or estimated holdtime announcement
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; This is useful for avoiding constant announcements
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; when the caller's queue position is changing frequently
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; (see announce-frequency)
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;
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;min-announce-frequency = 15
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;
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; How often to make any periodic announcement (see periodic-announce)
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;
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;periodic-announce-frequency=60
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;
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; Should the periodic announcements be played in a random order? Default is no.
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;
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;random-periodic-announce=no
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;
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; If set to yes, the periodic announcement frequency will be timed from the end
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; of each announcement rather than from the start of each announcement. This
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; defaults to off.
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;
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;relative-periodic-announce=yes
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;
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; Should we include estimated hold time in position announcements?
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; Either yes, no, or only once.
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; Hold time will be announced as the estimated time.
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;
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;announce-holdtime = yes|no|once
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;
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; Queue position announce?
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; Valid values are "yes," "no," "limit," or "more." If set to "no," then the caller's position will
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; never be announced. If "yes," then the caller's position in the queue will be announced
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; to the caller. If set to "more," then if the number of callers is more than the number
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; specified by the announce-position-limit option, then the caller will hear that there
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; are more than that many callers waiting (i.e. if a caller number 6 is in a queue with the
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; announce-position-limit set to 5, then that caller will hear that there are more than 5
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; callers waiting). If set to "limit," then only callers within the limit specified by announce-position-limit
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; will have their position announced.
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;
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;announce-position = yes
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;
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; If enabled, play announcements to the first user waiting in the Queue. This may mean
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; that announcements are played when an agent attempts to connect to the waiting user,
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; which may delay the time before the agent and the user can communicate. Disabled by
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; default.
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;
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; announce-to-first-user = no
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;
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; If you have specified "limit" or "more" for the announce-position option, then the following
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; value is what is used to determine what announcement to play to waiting callers. If you have
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; set the announce-position option to anything else, then this will have no bearing on queue operation
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;
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;announce-position-limit = 5
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;
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; What's the rounding time for the seconds?
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; If this is non-zero, then we announce the seconds as well as the minutes
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; rounded to this value.
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; Valid values are 0, 5, 10, 15, 20, and 30.
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;
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; announce-round-seconds = 10
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;
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; Only announce the caller's position if it has improved since the last announcement.
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; The default value is no.
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;
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; announce-position-only-up = yes
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;
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; Use these sound files in making position/holdtime announcements. The
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; defaults are as listed below -- change only if you need to.
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;
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; Keep in mind that you may also prevent a sound from being played if you
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; explicitly set a sound to be an empty string. For example, if you want to
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; prevent the queue from playing queue-thankyou, you may set the sound using
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; the following line:
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;
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; queue-thankyou=
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;
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; ("You are now first in line.")
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;queue-youarenext = queue-youarenext
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; ("There are")
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;queue-thereare = queue-thereare
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; ("calls waiting.")
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;queue-callswaiting = queue-callswaiting
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; ("The current est. holdtime is")
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;queue-holdtime = queue-holdtime
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; ("minute.")
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;queue-minute = queue-minute
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; ("minutes.")
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;queue-minutes = queue-minutes
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; ("seconds.")
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;queue-seconds = queue-seconds
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; ("Thank you for your patience.")
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;queue-thankyou = queue-thankyou
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; ("Hold time")
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;queue-reporthold = queue-reporthold
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; ("All reps busy / wait for next")
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;periodic-announce = queue-periodic-announce
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;
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; A set of periodic announcements can be defined by separating
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; periodic announcements to reproduce by commas. For example:
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;periodic-announce = queue-periodic-announce,your-call-is-important,please-wait
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;
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; The announcements will be played in the order in which they are defined. After
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; playing the last announcement, the announcements begin again from the beginning.
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;
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; Calls may be recorded using Asterisk's monitor/MixMonitor resource
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; This can be enabled from within the Queue application, starting recording
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; when the call is actually picked up; thus, only successful calls are
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; recorded, and you are not recording while people are listening to MOH.
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; To enable monitoring, simply specify "monitor-format"; it will be disabled
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; otherwise.
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;
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; You can specify the monitor filename with by calling
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; Set(MONITOR_FILENAME=foo)
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; Otherwise it will use MONITOR_FILENAME=${UNIQUEID}
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;
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; Pick any one valid extension for monitor format recording. If you leave
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; monitor-format commented out, it will not record calls.
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;
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; monitor-format = gsm|wav|wav49
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;
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; Monitor Type
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; By setting monitor-type = MixMonitor, when specifying monitor-format
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; to enable recording of queue member conversations, app_queue will
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; now use the new MixMonitor application instead of Monitor so
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; the concept of "joining/mixing" the in/out files now goes away
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; when this is enabled. If you do not specify or comment out this option,
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; it will default to the old 'Monitor' behavior to keep backward
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; compatibility.
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;
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; monitor-type = MixMonitor
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;
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; ----------------------- TYPE MIXMONITOR OPTIONS -----------------------------
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;
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;
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; You can specify the options supplied to MixMonitor by calling (from the dialplan)
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; Set(MONITOR_OPTIONS=av(<x>)V(<x>)W(<x>))
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; The 'b' option for MixMonitor (only save audio to the file while bridged) is
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; implied.
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;
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; You can specify a post recording command to be executed after the end of
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; recording by calling (from the dialplan)
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;
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; Set(MONITOR_EXEC=mv /var/spool/asterisk/monitor/^{MONITOR_FILENAME} /tmp/^{MONITOR_FILENAME})
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;
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; or
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;
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; Set(MONITOR_EXEC=mv /var/spool/asterisk/monitor/^{MIXMONITOR_FILENAME} /tmp/^{MIXMONITOR_FILENAME})
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;
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; If you choose to use the latter, you will not be able to switch the monitor-type back to Monitor
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; without changing this in the dialplan.
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;
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;
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; The command specified within the contents of MONITOR_EXEC will be executed when
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; the recording is over. Any strings matching ^{X} will be unescaped to ${X} and
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; all variables will be evaluated just prior to recording being started.
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;
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; The contents of MONITOR_FILENAME will also be unescaped from ^{X} to ${X} and
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; all variables will be evaluated just prior to recording being started.
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;
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; ---------------------- Queue Empty Options ----------------------------------
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;
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; Asterisk has provided the "joinempty" and "leavewhenempty" options for a while
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; with tenuous definitions of what they actually mean. The "joinempty" option controls
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; whether a caller may join a queue depending on several factors of member availability.
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; Similarly, then leavewhenempty option controls whether a caller may remain in a queue
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; he has already joined. Both options take a comma-separated list of factors which
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; contribute towards whether a caller may join/remain in the queue. The list of
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; factors which contribute to these option is as follows:
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;
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; paused: a member is not considered available if he is paused
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; penalty: a member is not considered available if his penalty is less than QUEUE_MAX_PENALTY
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; inuse: a member is not considered available if he is currently on a call
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; ringing: a member is not considered available if his phone is currently ringing
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; unavailable: This applies mainly to Agent channels. If the agent is a member of the queue
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; but has not logged in, then do not consider the member to be available
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; 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 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. This can be controlled on a per member basis by
|
|
; setting 'ringinuse' on that member. This can be done in the member definition,
|
|
; in the 'ringinuse' field on a realtime member, via the QUEUE_MEMBER dialplan
|
|
; function, or with CLI/AMI. By default, the per member value will be the same
|
|
; as the queue's ringinuse value if it isn't set on the member deliberately.
|
|
; (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.
|
|
;
|
|
; A hint can also be used in place of the state interface using the format
|
|
; hint:<extension>@<context>. If no context is specified then 'default' will
|
|
; be used.
|
|
;
|
|
; 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).
|
|
;
|
|
; syntax: member => interface,[,penalty][,membername][,state_interface][,ringinuse][,wrapuptime]
|
|
;
|
|
;member => DAHDI/1
|
|
;member => DAHDI/2,10
|
|
;member => DAHDI/3,10,Bob Johnson
|
|
;member => Local/1001@agents,0,May Flowers,Agent:1001
|
|
;member => Local/1002@agents,0,John Doe,Agent:1002
|
|
;member => Local/1000@default,0,John Smith,SIP/1000
|
|
;member => Local/2000@default,0,Lorem Ipsum,SIP/2000,no
|