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Asterisk: The Future of Telephony by Leif Madsen, Jared Smith, Jim Van Meggelen

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queues.conf

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.

The [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 AddQueueMember() application will be stored in the AstDB, and therefore retained across a restart.

You can define a queue by placing its name inside of square brackets ([]). Within each queue, the following parameters are available:

musiconhold

This parameter allows you to configure which Music on Hold class (configured in musiconhold.conf) to use for the queue.

announce

When a call is presented to a member of the queue, the prompt specified by announce 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/.

strategy

Asterisk can use six strategies to distribute calls to agents:

ringall

The queue rings every available agent and connects the call to whichever agent answers first (this is the default).

roundrobin

The queue cycles through the agents until it finds one who is available to take the call. roundrobin does not take into ...

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