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351 lines
12 KiB
351 lines
12 KiB
[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 'yes'.
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;
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persistentmembers = yes
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;
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; Keep Stats
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; Keep queue statistics during a reload. Default is 'no'
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;
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keepstats = no
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;
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; AutoFill Behavior
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; The old/current behavior of the queue has 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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; to keep backward compatibility with the old behavior.
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;
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autofill = yes
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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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; Note that a timeout to fail out of a queue may be passed as part of
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; an application call from extensions.conf:
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; Queue(queuename|[options]|[optionalurl]|[announceoverride]|[timeout])
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; example: Queue(dave|t|||45)
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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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; directly on the channel using Set(CHANNEL(musicclass)=whatever) in the
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; dialplan.
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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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; roundrobin - take turns ringing each available interface
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; leastrecent - ring interface which was least recently called 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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;
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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
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; frame)
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;servicelevel = 60
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;
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; A context may be specified, in which if the user types a SINGLE
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; digit extension while they are in the queue, they will be taken out
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; of the queue and sent to that extension in this context.
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;
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;context = qoutcon
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;
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; How long do we let the phone ring before we consider this a timeout...
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;
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;timeout = 15
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;
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; How long do we wait before trying all the members again?
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;
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;retry = 5
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;
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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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;
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;autopause=yes
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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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; 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
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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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;
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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:
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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
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; and just prior to the caller leaving 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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;
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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=somemacro
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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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;
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;announce-frequency = 90
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;
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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 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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; or "less than 2 minutes" when appropriate.
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;
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;announce-holdtime = yes|no|once
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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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;
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; announce-round-seconds = 10
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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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; ("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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; ("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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; ("less than")
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;queue-lessthan = queue-less-than
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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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; 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 MONITOR OPTIONS --------------------------------
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;
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; If you wish to have the two files joined together when the call ends, set this
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; to yes.
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;
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; monitor-join = yes
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;
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; This setting controls whether callers can join a queue with no members. There
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; are three choices:
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;
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; yes - callers can join a queue with no members or only unavailable members
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; no - callers cannot join a queue with no members
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; strict - callers cannot join a queue with no members or only unavailable
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; members
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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
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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
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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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; 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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;
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;
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;
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;
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;
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; joinempty = yes
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;
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; If you wish to remove callers from the queue when new callers cannot join,
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; set this setting to one of the same choices for 'joinempty'
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;
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; leavewhenempty = yes
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;
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;
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; If this is set to yes, the following manager events will be generated:
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; AgentCalled, AgentDump, AgentConnect, AgentComplete; setting this to
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; vars also sends all channel variables with the event.
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; (may generate some extra manager events, but probably ones you want)
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;
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; eventwhencalled = yes|no|vars
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;
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; If this is set to yes, the following manager events will be generated:
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; QueueMemberStatus
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; (may generate a WHOLE LOT of extra manager events)
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;
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; eventmemberstatus = no
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;
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; If you wish to report the caller's hold time to the member before they are
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; connected to the caller, set this to yes.
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;
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; reportholdtime = no
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;
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; If you want the queue to avoid sending calls to members whose devices are
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; known to be 'in use' (via the channel driver supporting that device state)
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; uncomment this option. (Note: only the SIP channel driver currently is able
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; to report 'in use'.)
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;
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; ringinuse = no
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;
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; If you wish to have a delay before the member is connected to the caller (or
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; before the member hears any announcement messages), set this to the number of
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; seconds to delay.
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;
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; memberdelay = 0
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;
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; If timeoutrestart is set to yes, then the timeout for an agent to answer is
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; reset if a BUSY or CONGESTION is received. This can be useful if agents
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; are able to cancel a call with reject or similar.
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;
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; timeoutrestart = no
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;
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; Each member of this call queue is listed on a separate line in
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; the form technology/dialstring. "member" means a normal member of a
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; queue. An optional penalty may be specified after a comma, such that
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; entries with higher penalties are considered last. An optional member
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; name may also be specified after a second comma, which is used in log
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; messages as a "friendly name". Multiple interfaces may share a single
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; member name.
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;
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;member => Zap/1
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;member => Zap/2,10
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;member => Zap/3,10,Bob Johnson
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;member => Agent/1001
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;member => Agent/1002
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;
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; Note that using agent groups is probably not what you want. Strategies do
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; not propagate down to the Agent system so if you want round robin, least
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; recent, etc, you should list all the agents in this file individually and not
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; use agent groups.
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;
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;member => Agent/@1 ; Any agent in group 1
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;member => Agent/:1,1 ; Any agent in group 1, wait for first
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; available, but consider with penalty
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