System information

Event Information provided
PENALTY Written when a member’s penalty is modified. The penalty can be changed through several means,
such as the QUEUE_MEMBER_PENALTY() function, through using Asterisk Manager Interface, or
the Asterisk CLI commands.
REMOVEMEMBER Written when a queue member is removed from the queue. The bridge channel field will contain the
name of the member removed from the queue.
RINGNOANSWER Logged when a queue member is rung for a period of time, and the timeout value for ringing the queue
member is exceeded. A single parameter will also be written indicating the amount of time the
member’s extension rang.
TRANSFER Written when a caller is transferred to another extension. Additional parameters are also written,
which include: the extension and context the caller was transferred to, the hold time of the caller in
the queue, the amount of time the caller was speaking to a member of the queue, and the original
position of the caller when he entered the queue.
a
SYSCOMPAT Recorded if an agent attempts to answer a call, but the call cannot be set up due to incompatibilities
in the media setup.
a
Please note that when the caller is transferred using SIP transfers (rather than the built-in transfers triggered by DTMF and configured in
features.conf), the TRANSFER event may not be reliable.
Conclusion
We started this chapter with a look at basic call queues, discussing what they are, how
they work, and when you might want to use one. After building a simple queue, we
explored how to control queue members through various means (including the use of
Local channels, which provide the ability to perform some dialplan logic just prior to
connecting to a queue member). We also explored all the options available to us in the
queues.conf, agents.conf, and queuerules.conf files, which offer us fine-grained control
over any queues we configure. Of course, we need the ability to monitor what our
queues are doing, so we looked finally at the queue log and the myriad of events and
event parameters written when various things happen in our queues.
With the knowledge provided in this chapter, you should be well on your way to im-
plementing a successful set of queues for your company.
Conclusion | 299