Shaw and Danielle Roberts in the sales queue so Kay Madsen is preferred, and penalize

James Shaw and Kay Madsen in the billing queue so Danielle Roberts is preferred.

Penalizing queue members can be done either in the queues.conf file, if you’re specifying

queue members statically, or through the AddQueueMember() dialplan application. Let’s

look at how our queues would be set up with static members in queues.conf. We’ll be

using the StandardQueue template we defined earlier in this chapter:

[support](StandardQueue)

member => SIP/0000FFFF0001,0,James Shaw ; preferred

member => SIP/0000FFFF0002,10,Kay Madsen ; second preferred

member => SIP/0000FFFF0003,20,Danielle Roberts ; least preferred

[sales](StandardQueue)

member => SIP/0000FFFF0002,0,Kay Madsen

member => SIP/0000FFFF0003,10,Danielle Roberts

member => SIP/0000FFFF0001,20,James Shaw

[billing](StandardQueue)

member => SIP/0000FFFF0003,0,Danielle Roberts

member => SIP/0000FFFF0001,10,James Shaw

member => SIP/0000FFFF0002,20,Kay Madsen

By defining different penalties for each member of the queue, we can help control the

preference for where callers are delivered, but still ensure that other queue members

will be available to answer calls if the preferred member is unavailable. Penalties can

also be defined using AddQueueMember(), as the following example demonstrates:

exten => *54,1,Verbose(2,Logging In Queue Member)

same => n,Set(MemberChannel=${CHANNEL(channeltype)}/${CHANNEL(peername)})

; *CLI> database put queue support/0000FFFF0001/penalty 0

same => n,Set(QueuePenalty=${DB(queue/support/${CHANNEL(peername)}/penalty)})

; *CLI> database put queue support/0000FFFF0001/membername "James Shaw"

same => n,Set(MemberName=${DB(queue/support/${CHANNEL(peername)}/membername)})

; AddQueueMember(queuename[,interface[,penalty[,options[,membername

; [,stateinterface]]]]])

same => n,AddQueueMember(support,${MemberChannel},${QueuePenalty},,${MemberName})

Using AddQueueMember(), we’ve shown how you could retrieve the penalty associated

with a given member name for a particular queue and assign that value to the member

when she logs into the queue. Some additional abstraction would need to be done to

make this work for multiple queues; for more information see “Automatically Logging

Into and Out of Multiple Queues” on page 270.

Changing Penalties Dynamically (queuerules.conf)

Using the queuerules.conf file, it is possible to specify rules to change the values of the

QUEUE_MIN_PENALTY and QUEUE_MAX_PENALTY channel variables. The QUEUE_MIN_PENALTY

and QUEUE_MAX_PENALTY channel variables are used to control which members of a queue

Advanced Queues | 285

1 2 ... 316 317 318 319 320 321 322 323 324 325 326 ... 733 734

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17" LCD TV LTV-17v1

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