System information

Options Available values Description
queue-youarenext Filename of prompt to
play
If not defined, will play the default value (“You are now first in line”).
If set to an empty value, the prompt will not be played at all.
queue-thereare Filename of prompt to
play
If not defined, will play the default value (“There are”). If set to an
empty value, the prompt will not be played at all.
queue-callswaiting Filename of prompt to
play
If not defined, will play the default value (“calls waiting”). If set to
an empty value, the prompt will not be played at all.
queue-holdtime Filename of prompt to
play
If not defined, will play the default value (“The current estimated
hold time is”). If set to an empty value, the prompt will not be played
at all.
queue-minutes Filename of prompt to
play
If not defined, will play the default value (“minutes”). If set to an
empty value, the prompt will not be played at all.
queue-seconds Filename of prompt to
play
If not defined, will play the default value (“seconds”). If set to an
empty value, the prompt will not be played at all.
queue-reporthold Filename of prompt to
play
If not defined, will play the default value (“Hold time”). If set to an
empty value, the prompt will not be played at all.
periodic-announce A set of periodic an-
nouncements to be
played, separated by
commas
Prompts are played in the order they are defined. Defaults to
queue-periodic-announce (“All representatives are cur-
rently busy assisting other callers. Please wait for the next available
representative”).
If the number of options devoted to playing announcements to callers is any indication
of their importance, it’s probably in our best interest to use them to their fullest po-
tential. The options in Table 13-5 help us define when we’ll play announcements to
callers, and the options in Table 13-6 help us control what we play to our callers. With
those tables in hand, let’s take a look at an example queue where we’ve defined some
values. We’ll use our basic queue template as a starting point:
[general]
autofill=yes ; distribute all waiting callers to available members
shared_lastcall=yes ; respect the wrapup time for members logged into more
; than one queue
[StandardQueue](!) ; template to provide common features
musicclass=default ; play [default] music
strategy=rrmemory ; use the Round Robin Memory strategy
joinempty=yes ; do not join the queue when no members available
leavewhenempty=no ; leave the queue when no members available
ringinuse=no ; don't ring members when already InUse (prevents
; multiple calls to an agent)
[sales](StandardQueue) ; create the sales queue using the parameters in the
; StandardQueue template
[support](StandardQueue) ; create the support queue using the parameters in the
; StandardQueue template
Advanced Queues | 289