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Since we haven’t done so yet, we’re also going to configure basic music on hold, using |
the sample file: |
$ sudo cp ~/src/asterisk-16.<TAB>/configs/samples/musiconhold.conf.sample \ |
/etc/asterisk/musiconhold.conf |
$ sudo chown asterisk:asterisk /etc/asterisk/musiconhold.conf |
Next you need to create the queues.conf file, which we’re not going to edit because |
we’ll be creating our queues in the database (it just needs to be there): |
$ sudo touch -u asterisk queues.conf |
Next, we’re going to create some queues in our database: |
MySQL> INSERT INTO `asterisk`.`queues` |
(name,strategy,joinempty,leavewhenempty,ringinuse,autofill,musiconhold, \ |
monitor_format,monitor_type) |
VALUES |
'sales','rrmemory','unavailable,invalid,unknown','unavailable,invalid,unknown','no','yes',\ |
'default','wav','MixMonitor'), |
('support','rrmemory','unavailable,invalid,unknown','unavailable,invalid,unknown','no',\ |
'yes','default','wav','MixMonitor') ; |
This will give us two queues named sales and support. You can name them anything |
you want, but we will be using these names later in the book, so if you use different |
queue names from what we’ve recommended here, make note of your choices for |
future reference. |
We have also defined the parameters outlined in Table 12-1. |
Table 12-1. Sample queue parameters |
Parameter |
strategy=rrmemory |
joinempty=unavailable,invalid,unknown |
leavewhenempty=unavailable,inva |
lid,unknown |
Purpose |
Use the round robin with memory strategy |
Do not join the queue when no members available |
Leave the queue when no members available |
Creating a Simple ACD Queue |
| |
211 |
Parameter |
ringinuse=no |
autofill=yes |
musiconhold=default |
Purpose |
Don’t ring members when already InUse (prevents multiple |
calls to an agent) |
Distribute all waiting callers to available members |
Play music from the [default] class (see |
musiconhold.conf) |
The strategy we’ll employ is rrmemory, which stands for round robin with memory. |
The rrmemory strategy works by rotating through the agents in the queue in sequen‐ |
tial order, keeping track of which agent got the last call, and presenting the next call |
to the next agent. When it gets to the last agent, it goes back to the top (as agents log |
in, they are added to the end of the list). |
A Few Notes on Strategies |
ringall |
Rings all available members (default). This distribution strategy doesn’t really |
count as ACD. In traditional telephony terms, this would be known as a ring |
group. |
leastrecent |
Rings the interface that least recently received a call. In a queue where there are |
many calls of roughly the same duration, this can work. It doesn’t work as well if |
an agent has been on a call for an hour, and their colleagues all got their last call |
30 minutes ago, because the agent who just finished the 60-minute call will get |
the next one. |
fewestcalls |
Rings the interface that has completed the fewest calls in this queue. This can be |
unfair if calls are not always of the same duration. An agent could handle three |
calls of 15 minutes each and her colleague had four 5-second calls; the agent who |
handled three calls will get the next one. |
random |
Rings a random interface. This actually can work very well and end up being |
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