We started this chapter with a look at basic call queues, discussing what they are, how they work, and when you might want to use one. After building a simple queue, we explored how to control queue members through various means (including the use of Local channels, which provide the ability to perform some dialplan logic just prior to connecting to a queue member). We also explored all the options available to us in the queues.conf, agents.conf, and queuerules.conf files, which offer us fine-grained control over any queues we configure. Of course, we need the ability to monitor what our queues are doing, so we looked finally at the queue log and the myriad of events and event parameters written when various things happen in our queues.

With the knowledge provided in this chapter, you should be well on your way to implementing a successful set of queues for your company.