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diff --git a/configs/samples/queues.conf.sample b/configs/samples/queues.conf.sample new file mode 100644 index 000000000..bea62e83e --- /dev/null +++ b/configs/samples/queues.conf.sample @@ -0,0 +1,549 @@ +[general] +; +; Global settings for call queues +; +; Persistent Members +; Store each dynamic member in each queue in the astdb so that +; when asterisk is restarted, each member will be automatically +; read into their recorded queues. Default is 'no'. +; +persistentmembers = yes +; +; AutoFill Behavior +; The old behavior of the queue (autofill=no) is to have a serial type behavior +; in that the queue will make all waiting callers wait in the queue +; even if there is more than one available member ready to take +; calls until the head caller is connected with the member they +; were trying to get to. The next waiting caller in line then +; becomes the head caller, and they are then connected with the +; next available member and all available members and waiting callers +; waits while this happens. The new behavior, enabled by setting +; autofill=yes makes sure that when the waiting callers are connecting +; with available members in a parallel fashion until there are +; no more available members or no more waiting callers. This is +; probably more along the lines of how a queue should work and +; in most cases, you will want to enable this behavior. If you +; do not specify or comment out this option, it will default to yes. +; +;autofill = no +; +; Monitor Type +; By setting monitor-type = MixMonitor, when specifying monitor-format +; to enable recording of queue member conversations, app_queue will +; now use the new MixMonitor application instead of Monitor so +; the concept of "joining/mixing" the in/out files now goes away +; when this is enabled. You can set the default type for all queues +; here, and then also change monitor-type for individual queues within +; queue by using the same configuration parameter within a queue +; configuration block. If you do not specify or comment out this option, +; it will default to the old 'Monitor' behavior to keep backward +; compatibility. +; +monitor-type = MixMonitor +; +; UpdateCDR behavior. +; This option is implemented to mimic chan_agents behavior of populating +; CDR dstchannel field of a call with an agent name, which you can set +; at the login time with AddQueueMember membername parameter. +; +; updatecdr = no + +; +; Note that a timeout to fail out of a queue may be passed as part of +; an application call from extensions.conf: +; Queue(queuename,[options],[optionalurl],[announceoverride],[timeout]) +; example: Queue(dave,t,,,45) + +; shared_lastcall will make the lastcall and calls received be the same in +; members logged in more than one queue. This is useful to make the queue +; respect the wrapuptime of another queue for a shared member. +; The default value is no. +; +;shared_lastcall=no +; +; Negative_penalty_invalid will treat members with a negative penalty as logged off +; +;negative_penalty_invalid = no +; +; log_membername_as_agent will cause app_queue to log the membername rather than +; the interface for the ADDMEMBER and REMOVEMEMBER events when a state_interface +; is set. The default value (no) maintains backward compatibility. +; +;log_membername_as_agent = no +; +;[markq] +; +; A sample call queue +; +; Musicclass sets which music applies for this particular call queue. +; The only class which can override this one is if the MOH class is set +; directly on the channel using Set(CHANNEL(musicclass)=whatever) in the +; dialplan. +; +;musicclass = default +; +; An announcement may be specified which is played for the member as +; soon as they answer a call, typically to indicate to them which queue +; this call should be answered as, so that agents or members who are +; listening to more than one queue can differentiated how they should +; engage the customer +; +;announce = queue-markq +; +; A strategy may be specified. Valid strategies include: +; +; ringall - ring all available channels until one answers (default) +; leastrecent - ring interface which was least recently hung up by this queue +; fewestcalls - ring the one with fewest completed calls from this queue +; random - ring random interface +; rrmemory - round robin with memory, remember where we left off last ring pass +; rrordered - same as rrmemory, except the queue member order from config file +; is preserved +; linear - rings interfaces in the order specified in this configuration file. +; If you use dynamic members, the members will be rung in the order in +; which they were added +; wrandom - rings random interface, but uses the member's penalty as a weight +; when calculating their metric. So a member with penalty 0 will have +; a metric somewhere between 0 and 1000, and a member with penalty 1 will +; have a metric between 0 and 2000, and a member with penalty 2 will have +; a metric between 0 and 3000. Please note, if using this strategy, the member +; penalty is not the same as when using other queue strategies. It is ONLY used +; as a weight for calculating metric. +; +;strategy = ringall +; +; Second settings for service level (default 0) +; Used for service level statistics (calls answered within service level time +; frame) +;servicelevel = 60 +; +; A context may be specified, in which if the user types a SINGLE +; digit extension while they are in the queue, they will be taken out +; of the queue and sent to that extension in this context. +; +;context = qoutcon +; +; A limit can be set to disregard penalty settings when the queue has +; too few members. No penalty will be weighed in if there are only X +; or fewer queue members. (default 0) +; +;penaltymemberslimit = 5 +; +;----------------------QUEUE TIMING OPTIONS------------------------------------ +; A Queue has two different "timeout" values associated with it. One is the +; timeout parameter configured in queues.conf. This timeout specifies the +; amount of time to try ringing a member's phone before considering the +; member to be unavailable. The other timeout value is the second argument +; to the Queue() application. This timeout represents the absolute amount +; of time to allow a caller to stay in the queue before the caller is +; removed from the queue. In certain situations, these two timeout values +; may clash. For instance, if the timeout in queues.conf is set to 5 seconds, +; the retry value in queues.conf is set to 4, and the second argument to Queue() +; is 10, then the following may occur: +; +; A caller places a call to a queue. +; The queue selects a member and attempts to ring that member. +; The member's phone is rung for 5 seconds and he does not answer. +; The retry time of 4 seconds occurs. +; The queue selects a second member to call. +; +; How long does that second member's phone ring? Does it ring for 5 seconds +; since the timeout set in app_queue is 5 seconds? Does it ring for 1 second since +; the caller has been in the queue for 9 seconds and is supposed to be removed after +; being in the queue for 10 seconds? This is configurable with the timeoutpriority +; option. By setting the timeoutpriority to "conf" then you are saying that you would +; rather use the time specified in the configuration file even if it means having the +; caller stay in the queue longer than the time specified in the application argument. +; For the scenario described above, timeoutpriority=conf would result in the second +; member's phone ringing for 5 seconds. By specifying "app" as the value for +; timeoutpriority, you are saying that the timeout specified as the argument to the +; Queue application is more important. In the scenario above, timeoutpriority=app +; would result in the second member's phone ringing for 1 second. +; +; There are a few exceptions to the priority rules. For instance, if timeoutpriority=appp +; and the configuration file timeout is set to 0, but the application argument timeout is +; non-zero, then the timeoutpriority is ignored and the application argument is used as +; the timeout. Furthermore, if no application argument timeout is specified, then the +; timeoutpriority option is ignored and the configuration file timeout is always used +; when calling queue members. +; +; In timeoutpriority=conf mode however timeout specified in config file will take higher +; priority than timeout in application arguments, so if config file has timeout 0, each +; queue member will be called indefineately and application timeout will be checked only +; after this call attempt. This is useful for having queue members with custom timeouts +; specified within Dial application of Local channel, and allows handling NO ANSWER which +; would otherwise be interrupted by queue destroying child channel on timeout. +; +; The default value for timeoutpriority is "app" since this was how previous versions of +; Asterisk behaved. +; +;timeout = 15 +;retry = 5 +;timeoutpriority = app|conf +; +;-----------------------END QUEUE TIMING OPTIONS--------------------------------- +; Weight of queue - when compared to other queues, higher weights get +; first shot at available channels when the same channel is included in +; more than one queue. +; +;weight=0 +; +; After a successful call, how long to wait before sending a potentially +; free member another call (default is 0, or no delay) +; +;wrapuptime=15 +; +; Autofill will follow queue strategy but push multiple calls through +; at same time until there are no more waiting callers or no more +; available members. The per-queue setting of autofill allows you +; to override the default setting on an individual queue level. +; +;autofill=yes +; +; Autopause will pause a queue member if they fail to answer a call +; no: Member will not be paused +; yes: Member will be paused only in the queue where the timeout took place +; all: Memeber will be paused in all queues he/she is a member +;autopause=yes +; +; Autopausedelay delay autopause for autopausedelay seconds from the +; last call if a member has not taken a call the delay has no effect. +;autopausedelay=60 +; +; Autopausebusy controls whether or not a queue member is set as paused +; automatically upon the member device reporting busy. The autopausedelay +; option applies. Defaults to 'no'. +;autopausebusy=no +; +; Autopauseunavail controls whether or not a queue member is set as paused +; automatically upon the member device reporting congestion. The autopausedely +; option applies. Defaults to 'no'. +;autopauseunavail=no +; +; Maximum number of people waiting in the queue (0 for unlimited) +; +;maxlen = 0 +; +; If set to yes, just prior to the caller being bridged with a queue member +; the following variables will be set +; MEMBERINTERFACE is the interface name (eg. Agent/1234) +; MEMBERNAME is the member name (eg. Joe Soap) +; MEMBERCALLS is the number of calls that interface has taken, +; MEMBERLASTCALL is the last time the member took a call. +; MEMBERPENALTY is the penalty of the member +; MEMBERDYNAMIC indicates if a member is dynamic or not +; MEMBERREALTIME indicates if a member is realtime or not +; +;setinterfacevar=no +; +; If set to yes, just prior to the caller being bridged with a queue member +; the following variables will be set: +; QEHOLDTIME callers hold time +; QEORIGINALPOS original position of the caller in the queue +; +;setqueueentryvar=no +; +; If set to yes, the following variables will be set +; just prior to the caller being bridged with a queue member +; and just prior to the caller leaving the queue +; QUEUENAME name of the queue +; QUEUEMAX maxmimum number of calls allowed +; QUEUESTRATEGY the strategy of the queue; +; QUEUECALLS number of calls currently in the queue +; QUEUEHOLDTIME current average hold time +; QUEUECOMPLETED number of completed calls for the queue +; QUEUEABANDONED number of abandoned calls +; QUEUESRVLEVEL queue service level +; QUEUESRVLEVELPERF current service level performance +; +;setqueuevar=no + +; if set, run this macro when connected to the queue member +; you can override this macro by setting the macro option on +; the queue application +; +;membermacro=macro_name[,arg1[,...][,argN]] + +; if set, run this gosub when connected to the queue member +; you can override this gosub by setting the gosub option on +; the queue application +; +;membergosub=gosub_context_name[,arg1[,...][,argN]] + +; How often to announce queue position and/or estimated +; holdtime to caller (0=off) +; Note that this value is ignored if the caller's queue +; position has changed (see min-announce-frequency) +; +;announce-frequency = 90 +; +; The absolute minimum time between the start of each +; queue position and/or estimated holdtime announcement +; This is useful for avoiding constant announcements +; when the caller's queue position is changing frequently +; (see announce-frequency) +; +;min-announce-frequency = 15 +; +; How often to make any periodic announcement (see periodic-announce) +; +;periodic-announce-frequency=60 +; +; Should the periodic announcements be played in a random order? Default is no. +; +;random-periodic-announce=no +; +; If set to yes, the periodic announcment frequency will be timed from the end +; of each announcment rather than from the start of each announcment. This +; defaults to off. +; +;relative-periodic-announce=yes +; +; Should we include estimated hold time in position announcements? +; Either yes, no, or only once. +; Hold time will be announced as the estimated time. +; +;announce-holdtime = yes|no|once +; +; Queue position announce? +; Valid values are "yes," "no," "limit," or "more." If set to "no," then the caller's position will +; never be announced. If "yes," then the caller's position in the queue will be announced +; to the caller. If set to "more," then if the number of callers is more than the number +; specified by the announce-position-limit option, then the caller will hear that there +; are more than that many callers waiting (i.e. if a caller number 6 is in a queue with the +; announce-position-limit set to 5, then that caller will hear that there are more than 5 +; callers waiting). If set to "limit," then only callers within the limit specified by announce-position-limit +; will have their position announced. +; +;announce-position = yes +; +; If enabled, play announcements to the first user waiting in the Queue. This may mean +; that announcements are played when an agent attempts to connect to the waiting user, +; which may delay the time before the agent and the user can communicate. Disabled by +; default. +; +; announce-to-first-user = no +; +; If you have specified "limit" or "more" for the announce-position option, then the following +; value is what is used to determine what announcement to play to waiting callers. If you have +; set the announce-position option to anything else, then this will have no bearing on queue operation +; +;announce-position-limit = 5 +; +; What's the rounding time for the seconds? +; If this is non-zero, then we announce the seconds as well as the minutes +; rounded to this value. +; Valid values are 0, 5, 10, 15, 20, and 30. +; +; announce-round-seconds = 10 +; +; Use these sound files in making position/holdtime announcements. The +; defaults are as listed below -- change only if you need to. +; +; Keep in mind that you may also prevent a sound from being played if you +; explicitly set a sound to be an empty string. For example, if you want to +; prevent the queue from playing queue-thankyou, you may set the sound using +; the following line: +; +; queue-thankyou= +; + ; ("You are now first in line.") +;queue-youarenext = queue-youarenext + ; ("There are") +;queue-thereare = queue-thereare + ; ("calls waiting.") +;queue-callswaiting = queue-callswaiting + ; ("The current est. holdtime is") +;queue-holdtime = queue-holdtime + ; ("minute.") +;queue-minute = queue-minute + ; ("minutes.") +;queue-minutes = queue-minutes + ; ("seconds.") +;queue-seconds = queue-seconds + ; ("Thank you for your patience.") +;queue-thankyou = queue-thankyou + ; ("Hold time") +;queue-reporthold = queue-reporthold + ; ("All reps busy / wait for next") +;periodic-announce = queue-periodic-announce +; +; A set of periodic announcements can be defined by separating +; periodic announcements to reproduce by commas. For example: +;periodic-announce = queue-periodic-announce,your-call-is-important,please-wait +; +; The announcements will be played in the order in which they are defined. After +; playing the last announcement, the announcements begin again from the beginning. +; +; Calls may be recorded using Asterisk's monitor/MixMonitor resource +; This can be enabled from within the Queue application, starting recording +; when the call is actually picked up; thus, only successful calls are +; recorded, and you are not recording while people are listening to MOH. +; To enable monitoring, simply specify "monitor-format"; it will be disabled +; otherwise. +; +; You can specify the monitor filename with by calling +; Set(MONITOR_FILENAME=foo) +; Otherwise it will use MONITOR_FILENAME=${UNIQUEID} +; +; Pick any one valid extension for monitor format recording. If you leave +; monitor-format commented out, it will not record calls. +; +; monitor-format = gsm|wav|wav49 +; +; Monitor Type +; By setting monitor-type = MixMonitor, when specifying monitor-format +; to enable recording of queue member conversations, app_queue will +; now use the new MixMonitor application instead of Monitor so +; the concept of "joining/mixing" the in/out files now goes away +; when this is enabled. If you do not specify or comment out this option, +; it will default to the old 'Monitor' behavior to keep backward +; compatibility. +; +; monitor-type = MixMonitor +; +; ----------------------- TYPE MIXMONITOR OPTIONS ----------------------------- +; +; +; You can specify the options supplied to MixMonitor by calling (from the dialplan) +; Set(MONITOR_OPTIONS=av(<x>)V(<x>)W(<x>)) +; The 'b' option for MixMonitor (only save audio to the file while bridged) is +; implied. +; +; You can specify a post recording command to be executed after the end of +; recording by calling (from the dialplan) +; +; Set(MONITOR_EXEC=mv /var/spool/asterisk/monitor/^{MONITOR_FILENAME} /tmp/^{MONITOR_FILENAME}) +; +; or +; +; Set(MONITOR_EXEC=mv /var/spool/asterisk/monitor/^{MIXMONITOR_FILENAME} /tmp/^{MIXMONITOR_FILENAME}) +; +; If you choose to use the latter, you will not be able to switch the monitor-type back to Monitor +; without changing this in the dialplan. +; +; +; The command specified within the contents of MONITOR_EXEC will be executed when +; the recording is over. Any strings matching ^{X} will be unescaped to ${X} and +; all variables will be evaluated just prior to recording being started. +; +; The contents of MONITOR_FILENAME will also be unescaped from ^{X} to ${X} and +; all variables will be evaluated just prior to recording being started. +; +; ---------------------- Queue Empty Options ---------------------------------- +; +; Asterisk has provided the "joinempty" and "leavewhenempty" options for a while +; with tenuous definitions of what they actually mean. The "joinempty" option controls +; whether a caller may join a queue depending on several factors of member availability. +; Similarly, then leavewhenempty option controls whether a caller may remain in a queue +; he has already joined. Both options take a comma-separated list of factors which +; contribute towards whether a caller may join/remain in the queue. The list of +; factors which contribute to these option is as follows: +; +; paused: a member is not considered available if he is paused +; penalty: a member is not considered available if his penalty is less than QUEUE_MAX_PENALTY +; inuse: a member is not considered available if he is currently on a call +; ringing: a member is not considered available if his phone is currently ringing +; unavailable: This applies mainly to Agent channels. If the agent is a member of the queue +; but has not logged in, then do not consider the member to be available +; invalid: Do not consider a member to be available if he has an "invalid" device state. +; This generally is caused by an error condition in the member's channel driver. +; unknown: Do not consider a member to be available if we are unable to determine the member's +; current device state. +; wrapup: A member is not considered available if he is currently in his wrapuptime after +; taking a call. +; +; For the "joinempty" option, when a caller attempts to enter a queue, the members of that +; queue are examined. If all members are deemed to be unavailable due to any of the conditions +; listed for the "joinempty" option, then the caller will be unable to enter the queue. For the +; "leavewhenempty" option, the state of the members of the queue are checked periodically during +; the caller's stay in the queue. If all of the members are unavailable due to any of the above +; conditions, then the caller will be removed from the queue. +; +; Some examples: +; +;joinempty = paused,inuse,invalid +; +; A caller will not be able to enter a queue if at least one member cannot be found +; who is not paused, on the phone, or who has an invalid device state. +; +;leavewhenempty = inuse,ringing +; +; A caller will be removed from the queue if at least one member cannot be found +; who is not on the phone, or whose phone is not ringing. +; +; For the sake of backwards-compatibility, the joinempty and leavewhenempty +; options also accept the strings "yes" "no" "strict" and "loose". The following +; serves as a translation for these values: +; +; yes - (empty) for joinempty; penalty,paused,invalid for leavewhenempty +; no - penalty,paused,invalid for joinempty; (empty) for leavewhenempty +; strict - penalty,paused,invalid,unavailable +; loose - penalty,invalid +; + +; If 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] +; +;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 |