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the caller was bridged, and the amount of time the queue member’s phone rang prior to being
answered.
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Chapter 12: Automatic Call Distribution Queues
Event
ENTERQUEUE
EXITEMPTY
EXITWITHKEY
EXITWITHTIME
OUT
PAUSE
PAUSEALL
UNPAUSE
UNPAUSEALL
PENALTY
Information provided
Written when a caller enters the queue. Two parameters are also written: the URL (if specified) and the
caller ID of the caller.
Written when the caller is removed from the queue due to a lack of agents available to answer the call
(as specified by the leavewhenempty parameter). Three parameters are also written: the position of
the caller in the queue, the original position at which the caller entered the queue, and the amount of
time the caller was held in the queue.
Written when the caller exits the queue by pressing a single DTMF key on his phone to exit the queue
and continue in the dialplan (as enabled by the context parameter in queues.conf). Four parameters
are recorded: the key used to exit the queue, the position of the caller in the queue upon exit, the
original position the caller entered the queue at, and the amount of time the caller was waiting in the
queue.
Written when the caller is removed from the queue due to timeout, as specified by the timeout
parameter to Queue(). Three parameters are also recorded: the position the caller was in when exiting
the queue, the original position of the caller when entering the queue, and the amount of time the caller
waited in the queue.
Written when a queue member is paused.
Written when all members of a queue are paused.
Written when a queue member is unpaused.
Written when all members of a queue are unpaused.
Written when a member’s penalty is modified. The penalty can be changed through several means, such
as the QUEUE_MEMBER_PENALTY() function, the 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
TRANSFER
SYSCOMPAT
member is exceeded. A single parameter will also be written indicating the amount of time the
member’s extension rang.
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
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 written.
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). Of course, we need the ability to monitor what our
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queues are doing, so we had a quick look at the queue_log file, and the various fields
written as a result of events happening in our queues.
With the information provided in this chapter, you have most of the foundational
knowledge required to implement queues in Asterisk.
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