System information

Options Available values Description
• wrapup: members are considered unavailable if
they are currently in the wrapup time after the com-
pletion of a call.
leavewhenempty paused, pen
alty, inuse,
ringing,
unavailable,
invalid,
unknown,
wrapup
Used to control whether callers are kicked out of the queue
when members are no longer available to take calls. See
joinempty for more information on the assignable
values.
eventwhencalled yes, no, vars If set to yes, the following manager events will be sent to
the Asterisk Manager Interface (AMI):
• AgentCalled
• AgentDump
• AgentConnect
• AgentComplete
If set to vars, all channel variables associated with the
agent will also be sent to the AMI.
eventmemberstatus yes, no If set to yes, the QueueMemberStatus event will be
sent to AMI. Note that this may generate a lot of manager
events.
reportholdtime yes, no Enables reporting of the caller’s hold time to the queue
member prior to bridging.
ringinuse yes, no Used to avoid sending calls to members whose status is In
Use. Recall from our discussion in the preceding section
that only the SIP channel driver is currently able to accurately
report this status.
memberdelay Value in seconds Used if you want there to be a delay prior to the caller and
queue member being connected to each other.
timeoutrestart yes, no If set to yes, resets the timeout for an agent to answer if
either a BUSY or CONGESTION status is received from the
channel. This can be useful if the agent is allowed to reject
or cancel a call.
defaultrule Rule as defined in
queuerules.conf
Associates a queue rule as defined in queuerules.conf to this
queue, which is used to dynamically change the minimum
and maximum penalties, which are then used to select an
available agent. See “Changing Penalties Dynamically
(queuerules.conf)” on page 285.
member Device Used to define static members in a queue. To define a static
member, you supply its Technology/Device_ID (e.g.,
Agent/1234, SIP/0000FFFF0001, DAHDI/
g0/14165551212).
280 | Chapter 13: Automatic Call Distribution (ACD) Queues