Asterisk provides basic call center functionality via its queueing system, but those who are using it in more mission-critical environments often report that their solutions required customization. You can do this customization in the queues.conf file.
[general] section of
queues.conf contains settings that will apply to
all queues. Currently, the only parameter that is supported is
persistentmembers. If this parameter is set to
yes, a member that is added to the
system via the
application will be stored in the AstDB, and therefore retained across a
You can define a queue by placing its name inside of square
). Within each queue, the
following parameters are available:
This parameter allows you to configure which Music on Hold class (configured in musiconhold.conf) to use for the queue.
When a call is presented to a member of the queue, the
prompt specified by
will be played to that agent before the caller is connected. This
can be useful for agents who are logged into more than one queue.
You can specify either the full path to the file, or a path
relative to /var/lib/asterisk/sounds/.
Asterisk can use six strategies to distribute calls to agents:
The queue rings every available agent and connects the call to whichever agent answers first (this is the default).
The queue cycles through the agents until it finds one
who is available to take the call.
roundrobin does not take into ...