| Section | Description |
|---|---|
| Information | Core identity and routing fields for the object. |
| Agents | Agent assignment and queue membership behavior. |
| Periodic Announce | Settings shown in the Periodic Announce block. |
| Queue exit key | Settings shown in the Queue exit key block. |
| Call Back service | Settings shown in the Call Back service block. |
| Abandoned Calls | Settings shown in the Abandoned Calls block. |
| Position/Time Announce | Settings shown in the Position/Time Announce block. |
| API Integrations | API-related credentials, restrictions, and integration controls. |
| Field | Description |
|---|---|
| Name: | Display name used in lists and references. |
| Number: | Dialed value, identifier, or matching value used by the PBX. |
| Always Record: | Recording behavior or recording delivery setting. |
| Email recording to: | Email address used for notifications, delivery, or mailbox access. |
| Minimum Size (bytes): | Object setting shown by the form. |
| Play to the caller: | Caller ID or caller matching value. |
| Queue timeout: | Timing value used by the service. |
| Service level: | Object setting shown by the form. |
| Max Queue Length: | Object setting shown by the form. |
| Weight: | Object setting shown by the form. |
| Auto fill: | Object setting shown by the form. |
| Queue rule: | Object setting shown by the form. |
| Queue min penalty: | Object setting shown by the form. |
| Queue max penalty: | Object setting shown by the form. |
| Queue raise penalty: | Object setting shown by the form. |
| Progress: | Object setting shown by the form. |
| Queue server: | Server, host, or node selection used by the object. |
| Strategy: | Object setting shown by the form. |
| allowoptimization | Object setting shown by the form. |
| Ring when in use: | Object setting shown by the form. |
| Ring when offline: | Object setting shown by the form. |
| Available Agent ringing: | Object setting shown by the form. |
| Report caller's hold time: | Caller ID or caller matching value. |
| Agent timeout: | Timing value used by the service. |
| Wrap-up time: | Object setting shown by the form. |
| Wait time for retry: | Timing value used by the service. |
| Penalty members limit: | Object setting shown by the form. |
| Auto pause: | Object setting shown by the form. |
| Field | How it works |
|---|---|
| Queue rule | Selects the time-based rule used by the queue. The rule rows are maintained from the Queue rules screen linked from the Queues list. |
| Queue min penalty | Sets the starting lower penalty boundary for the caller. Agents with a lower penalty are not considered while this value is active. |
| Queue max penalty | Sets the starting upper penalty boundary for the caller. Agents with a higher penalty are not considered while this value is active. |
| Queue raise penalty | Treats agents below the selected raise value as if they had the raise value for this caller. This can remove the priority advantage of lower-penalty agents without changing the stored member penalty. |
| Penalty members limit | When this queue-level limit is greater than zero and the queue has that number of members or fewer, Asterisk can ignore penalty weighting for availability decisions. |
| Column | Meaning |
|---|---|
| Time | Seconds after the caller entered the queue. When this wait time is reached, the row values are applied to that caller. |
| Min penalty | New lower boundary for eligible agents. |
| Max penalty | New upper boundary for eligible agents. |
| Raise penalty | New raise value used to make lower-penalty agents behave as if they had the configured penalty for the current caller. |
| Wait time | Values | Result |
|---|---|---|
| Queue entry | Min 0, max 0, raise not used | Only primary agents with penalty 0 are considered. |
| After 30 seconds | Min 0, max 1, raise 1 | Agents with penalties 0 and 1 are eligible. Penalty 0 agents are treated as penalty 1, so the first overflow tier is considered evenly with the primary tier. |
| After 60 seconds | Min 0, max 2, raise 2 | Agents with penalties 0, 1, and 2 are eligible, and lower tiers are treated as penalty 2 for this caller. |
| After 90 seconds | Min 1, max 2, raise 2 | Penalty 0 agents are no longer considered. The caller continues with the overflow tiers only. |
| Task | How to do it |
|---|---|
| Create | Select the new action from the Queues list, fill the required fields, and select Save. |
| Edit | Open the existing queue, update the needed fields, and select Save. |
| Delete | Before deleting a queue, check call-flow, destination, schedule, report, provisioning, or integration references. Use the row delete action or the form delete action when available, then confirm. |