System information

Table 13-5. Options related to prompt control timing within a queue
Options Available
values
Description
announce-frequency Value in
seconds
Defines how often we should announce the caller’s position and/
or estimated hold time in the queue. Set this value to zero to disable.
min-announce-frequency Value in
seconds
Indicates the minimum amount of time that must pass before we
announce the caller’s position in the queue again. This is used when
the caller’s position may change frequently, to prevent the caller
hearing multiple updates in a short period of time.
periodic-announce-
frequency
Value in
seconds
Specifies how often we should make periodic announcements to
the caller.
random-periodic-announce yes, no If set to yes, will play the defined periodic announcements in a
random order. See periodic-announce.
relative-periodic-announce yes, no If set to yes, the periodic-announce-frequency timer will
start from when the end of the file being played back is reached,
instead of from the beginning. Defaults to no.
announce-holdtime yes, no,
once
Defines whether the estimated hold time should be played along
with the periodic announcements. Can be set to yes, no, or only
once.
announce-position yes, no,
limit,
more
Defines whether the caller’s position in the queue should be an-
nounced to her. If set to no, the position will never be announced.
If set to yes, the caller’s position will always be announced. If the
value is set to limit, the caller will hear her position in the queue
only if it is within the limit defined by announce-position-
limit. If the value is set to more, the caller will hear her position
only if it is beyond the number defined by announce-posi
tion-limit.
announce-position-limit Number of
zero or
greater
Used if you’ve defined announce-position as either limit
or more.
announce-round-seconds Value in
seconds
If this value is nonzero, we’ll announce the number of seconds as
well, and round them to the value defined.
Table 13-6 shows what files will be used when announcements are played to the caller.
Table 13-6. Options for controlling the playback of prompts within a queue
Options Available values Description
musicclass Music class as defined by
musiconhold.conf
Sets the music class to be used by a particular queue. You can also
override this value with the CHANNEL(musicclass) channel
variable.
queue-thankyou Filename of prompt to
play
If not defined, will play the default value (“Thank you for your pa-
tience”). If set to an empty value, the prompt will not be played at all.
288 | Chapter 13: Automatic Call Distribution (ACD) Queues