SARK V4.0.0 Queues
Queues
Queues are used to manage callers in some kind of structured fashion. Callers are placed into streams, or queues, of waiting callers, hopefully to be answered very quickly by your friendly service representatives. However, as we all know, queues can cause a lot of customer dis-satisfaction if they hold callers for too long. The length of the queue can be as long as you have capacity for inbound channels. You can define as many queues as you like and then define "Agents" to answer them. Defining a Queue is easy, you can just give it a name and allow everything to default. This Queue will work OK, but you will probably want to "tweak" some of its behaviours. Fortunately, the underlying Asterisk queue system is very sophisticated and capable of seemingly limitless variation. For a good overview of the entire application you can read the relevant section in "Asterisk The Definitive Guide" by either purchasing a copy from Amazon or googling for the free-to-download e-book. You can also find some good (tho' dated) reference material for queues on voip-info.org at http://www.voip-info.org/wiki/view/Asterisk+call+queues
