As we discussed in Chapter 2, queues give us a logical place to put callers until we are ready to answer the calls. Queues are a very flexible and powerful tool to improve customer service, and better utilize our personnel.
When we edit /etc/asterisk/queues.conf
, the first sections we will have are [general]
and [default]
. Neither of them is used yet.
Below these headings, we come to where we will define our queues. For simplicity's sake, I recommend we name the queue according to the main extension that will represent it. For instance, if on our worksheet we entered that the queue would be dialed from extension 1000
, I would define the queue as follows:
[1000]
Now we need to set the parameters for the queue. First, we set the music that the callers will hear until their call is answered. This is done by setting the music
variable as follows:
music = q1000
We are stating that the queue should play the music indicated in the q1000
class of MOH, as defined in musiconhold.conf
....