Asterisk: The Future of Telephony, 2nd Edition

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. If the persistentmembers parameter is set to yes, a member that is added to the system via the AddQueueMember() application or through the Asterisk Manager Interface will be stored in the AstDB, and therefore retained across a restart.

The autofill parameter allows Asterisk to be more efficient in the way it distributes calls to queue members, especially if there are multiple callers in the queue and multiple queue members available to receive the call. It is recommended you set autofill to yes.

Another general parameter of queues.conf is MonitorType. If set to MixMonitor, it will mix the inbound and outbound audio streams. If set to Monitor, it will revert to the older method of recording the inbound and outbound audio in separate files.

Next you can define one or more queues 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 ...