Page 507 - Asterisk™: The Future of Telephony

strategy is suitable only in an environment where you want your higher-ranked
agents to handle all calls unless they are busy, in which case the lower-ranked
agents may get a call.
leastrecent
The call is presented to the agent who has not been presented a call for the
longest period of time.
fewestcalls
The call is presented to the agent who has received the least amount of calls.
This strategy does not take into account the actual agent workloads; it con-
siders only the number of calls they have taken (for example, an agent who
has had 3 calls that each lasted for 10 minutes will be preferred over an agent
who has had 5 calls each lasting 2 minutes).
random
As its name suggests, the random strategy chooses an agent at random. In a
small call center, this strategy may prove to be the most fair.
rrmemory
The queue cycles through the list of queue members, keeping track of which
member last received a call. The next time a call needs to be distributed, As-
terisk will continue from this point in the list of queue members. (This strategy
is known as round-robin memory). This ensures that call presentation cycles
through the agents as fairly as possible.
servicelevel
In a call center, the service level represents the maximum amount of time a caller
should ideally have to wait before being presented to an agent. For example, if
servicelevel is set to 60 and the service level percentage is 80 percent, that means
80 percent of the calls that came into the queue were presented to an agent in less
than 60 seconds.
context
If a context is assigned to a queue, the caller will be able to press a single digit to
exit to the corresponding extension within the configured context, if it exists. This
action takes the caller out of the queue, which means that she will lose her place
in line—be aware of this when you use this feature.
timeout
The timeout value defines the maximum amount of time (in seconds) to let an
agent’s phone ring before deeming the agent unavailable and placing the call back
into the queue.
retry
When a timeout occurs, the retry value specifies how many seconds to wait before
presenting the call again to an available agent.

queues.conf | 479