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very fair in terms of evenly distributing calls among agents.
rrmemory
Rings members in a round-robin fashion, remembering where it left off last for
the next caller. This can also work out to be very fair, but not as much as random.
linear
Rings members in the order specified, always starting at the beginning of the list.
This works if you have a team where there are some agents who are supposed to
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Chapter 12: Automatic Call Distribution Queues
handle most calls, and other agents who should only get calls if the primary
agents are busy.
wrandom
Rings a random member, but uses the members’ penalties as a weight. Worth
considering in a larger queue with complex weighting among the agents.
We’ve set joinempty to no since it is generally bad form to put callers into a queue
where there are no agents available to take their calls.
You could set this to yes for ease of testing, but we would not rec‐
ommend putting it into production unless you are using the queue
for some function that is not about getting your callers to your
agents. Nobody wants to wait in a line that is not going anywhere.
The leavewhenempty option is used to control whether callers should fall out of the
Queue() application and continue on in the dialplan if no members are available to
take their calls. We’ve set this to yes because you won’t normally want callers waiting
in a queue with no logged-in agents.
From a business perspective, you should be telling your agents to
clear all calls out of the queue before logging off for the day. If you
find that there are a lot of calls queued up at the end of the day, you
might want to consider extending someone’s shift to deal with
them. Otherwise, they’ll just add to your stress when they call back
the next day, in a worse mood.
You can use GotoIfTime() near the end of the day to redirect call‐
ers to voicemail, or some other appropriate location in your
dialplan, while your agents clear out any remaining calls in the
queue.
We’ll want ringinuse to be no, which tells Asterisk not to ring members when their
devices are already ringing. The purpose of setting ringinuse to no is to avoid multi‐
ple calls to the same member from one or more queues.
It should be mentioned that joinempty and leavewhenempty are
looking for either no members logged into the queue, or all mem‐
bers unavailable. Agents that are Ringing or InUse are not consid‐
ered unavailable, so will not block callers from joining the queue or
cause them to be kicked out when joinempty=no and/or
leavewhenempty=yes.
Creating a Simple ACD Queue
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The autofill option tells the queue to distribute all waiting callers to all available
members immediately. Previous versions of Asterisk would only distribute one caller
at a time, which meant that while Asterisk was signaling an agent, all other calls were
held (even if other agents were available) until the first caller in line had been connec‐
ted to an agent (which obviously led to bottlenecks in older versions of Asterisk
where large, busy queues were being used). Unless you have a particular need for
backward compatibility, this option should always be set to yes.
Verify that your /etc/asterisk/extconfig file contains the following lines:
queues => odbc,asterisk,queues
queue_members => odbc,asterisk,queue_members
Save and reload your queue configuration from the Asterisk CLI:
*CLI> queues reload
Verify that your queues were loaded into memory (don’t forget to ensure an empty
agents.conf file exists):
localhost*CLI> queue show
support has 0 calls (max unlimited) in 'rrmemory' strategy
(0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
No Members
No Callers
sales has 0 calls (max unlimited) in 'rrmemory' strategy
(0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
No Members
No Callers
The output of queue show provides various pieces of information, including those
parts detailed in Table 12-2.