queuerules.conf.sample

[general]

; Look for queue rules in the queue_rules database table through RealTime. Note
; that this option is not strictly "RealTime", in the sense that the queue
; rules are only loaded and parsed during module load/reload. Queue rules
; must have a unique rule name and support relative min/max penalties.
;
; realtime_rules = yes
;

; It is possible to change the value of the QUEUE_MAX_PENALTY, QUEUE_MIN_PENALTY and QUEUE_RAISE_PENALTY
; channel variables in mid-call by defining rules in the queue for when to do so. This can allow for
; a call to be opened to more members or potentially a different set of members.
; The advantage to changing members this way as opposed to inserting the caller into a
; different queue with more members or reinserting the caller into the same queue with a different
; QUEUE_MAX_PENALTY or QUEUE_MIN_PENALTY set is that the caller does not lose his place in the queue.
;
; QUEUE_MAX_PENALTY, QUEUE_MIN_PENALTY and QUEUE_RAISE_PENALTY only apply to a queue call, and are only
; modified by these rules if they are initially set in the dialplan.
;
; If QUEUE_MIN_PENALTY is set, agents with a lower penalty value will not be considered for the caller.
; If QUEUE_MAX_PENALTY is set, agents with a higher penalty value will not be considered for the caller.
; If QUEUE_RAISE_PENALTY is set, agents with a lower penalty will be treated as having a penalty = QUEUE_RAISE_PENALTY.
;
; QUEUE_RAISE_PENALTY example:
;   - Agent 1 has penalty 1
;   - Agent 2 has penalty 2
;   - the queue rule is set to:
;       penaltychange => 30,,,2
;
;   Prior to the 30 second mark, Agent 1 will take priority over Agent 2 for call distribution.
;   After 30 seconds, Agent 1's priority is bumped to 2 by the penaltychange, so both agents are treated equally.
;
; Note: There is a limitation to these rules; a caller will follow the penaltychange rules for
; the queue that were defined at the time the caller entered the queue. If an update to the rules is
; made during the caller's stay in the queue, these will not be reflected for that caller.
;
; The syntax for these rules is
; penaltychange => <number of seconds into the call>,<absolute or relative change to QUEUE_MAX_PENALTY>[,absolute or relative change to QUEUE_MIN_PENALTY][,absolute or relative change to QUEUE_RAISE_PENALTY]
;
; Example:
; [myrule]
; penaltychange => 30,+3   ; 30 seconds into the call increase the QUEUE_MAX_PENALTY by 3, no change to QUEUE_MIN_PENALTY
; penaltychange => 60,10,5 ; 60 seconds into the call increase the QUEUE_MAX_PENALTY to 10 and increase the QUEUE_MIN_PENALTY to 5
; penaltychange => 75,,7   ; 75 seconds into the call keep the QUEUE_MAX_PENALTY the same and increase the QUEUE_MIN_PENALTY to 7
; penaltychange => 90,,,20 ; 90 seconds into the call leave QUEUE_MAX_PENALTY and QUEUE_MIN_PENALTY untouched and set QUEUE_RAISE_PENALTY to 20