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Table 12-2. Output of queue show CLI command
Field Description
W:
C:
A:
SL:
Queue weight
Number of calls presented to this queue
Number of calls that have been answered by a member
Service level
Now that you’ve created the queues, you need to configure your dialplan to allow calls
to enter the queue.
Add the following dialplan logic to the extensions.conf file (somewhere in the [sets]
context):
exten => 610,1,Noop()
same => n,Progress()
same => n,Queue(sales)
same => n,Hangup()
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Chapter 12: Automatic Call Distribution Queues
exten => 611,1,Noop()
same => n,Progress()
same => n,Queue(support)
same => n,Hangup()
Save the changes to your extensions.conf file, and reload the dialplan with the
dialplan reload CLI command.
If you dial extension 610 or 611 at this point, you will end up with output like the
following:
== Setting global variable 'SIPDOMAIN' to '172.29.1.178'
-- Executing [610@sets:1] NoOp("PJSIP/SOFTPHONE_A-00000004", "") in new stack
-- Executing [610@sets:2] Progress("PJSIP/SOFTPHONE_A-00000004", "") in new stack
-- Executing [610@sets:3] Queue("PJSIP/SOFTPHONE_A-00000004", "test") in new stack
> 0x7facc801ed60 -- Strict RTP learning after remote set to: 172.29.1.166:4022
-- Started music on hold, class 'testmoh', on channel 'PJSIP/SOFTPHONE_A-00000004'
> 0x7facc801ed60 -- Strict RTP switching to RTP target 172.29.1.166:4022 as source
> 0x7facc801ed60 -- Strict RTP learning complete - Locking on 172.29.1.166:4022
-- Stopped music on hold on PJSIP/SOFTPHONE_A-00000004
== Spawn extension (sets, 610, 3) exited non-zero on 'PJSIP/SOFTPHONE_A-00000004'
Note that you won’t join the queue at this point because there are no agents in the
queue to answer calls. We have joinempty=no and leavewhenempty=yes configured,
so callers will not be placed into the queue. (This would be a good opportunity to
experiment with the joinempty and leavewhenempty options in queues.conf to better
understand their impact on queues.)
In the next section, we’ll demonstrate how to add members to your queue (as well as
other member interactions with the queue, such as pause/unpause).
Queue Members
Queues aren’t very useful without someone to answer the calls that come into them,
so we need a method for allowing agents to be logged into the queues to answer calls.
There are various ways of going about this, so we’ll show you how to add members to
the queue both manually (as an administrator, via either the CLI or hardcoded in the
queue_members table) and dynamically (as the agent, through an extension defined in
the dialplan). We’ll start with the Asterisk CLI method, which allows you to easily add
members to the queue for testing, with minimal dialplan changes. Next we’ll show
how you can define members in the queue_members table. Finally, we’ll show you how
to add dialplan logic that allows agents to log themselves into and out of the queues
and to pause and unpause themselves in queues they are logged into (this is likely the
best method for production).
Queue Members
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Controlling Queue Members via the CLI
We can add queue members to any available queue through the Asterisk CLI com‐
mand queue add. The format of the queue add command is (all on one line):
*CLI> queue add member channel to queue [[[penalty penalty] as
membername] state_interface interface]
The channel is the channel we want to add to the queue, such as SIP/0000FFFF0003,
and the queue name will be something like support or sales—any queue name that
exists in /etc/asterisk/queues.conf. For now we’ll ignore the penalty option, but we’ll
discuss it in “Advanced Queues” on page 223 (penalty is used to control the rank of a
member within a queue, which can be important for agents who are logged into mul‐
tiple queues, or have differing skills). We can define the membername to provide details
to the queue-logging engine.
The state_interface option informs the queue of the device state to be monitored
for this agent. The details of how to work with device states are discussed in Chap‐
ter 13. Go ahead and work through that chapter, and then come back here and con‐
tinue on. Don’t worry, we’ll wait.