1. <configuration name="callcenter.conf" description="CallCenter">
2.  
3.   <settings>
4.       <!--<param name="odbc-dsn" value="dsn:user:pass"/>-->
5.       <!--<param name="dbname" value="/dev/shm/callcenter.db"/>-->
6.   </settings>
7.  
8.   <queues>
9.     <queue name="support@estu.la">
10.       <param name="strategy" value="longest-idle-agent"/>
11.       <param name="moh-sound" value="$${hold_music}"/>
12.       <!--<param name="record-template" value="$${base_dir}/recordings/support/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
13.       <param name="time-base-score" value="system"/>
14.       <param name="tier-rules-apply" value="false"/>
15.       <param name="tier-rule-wait-second" value="300"/>
16.       <param name="tier-rule-wait-multiply-level" value="true"/>
17.       <param name="tier-rule-no-agent-no-wait" value="false"/>
18.       <param name="discard-abandoned-after" value="60"/>
19.       <param name="abandoned-resume-allowed" value="false"/>
20.       <param name="max-wait-time" value="0"/>
21.       <param name="max-wait-time-with-no-agent" value="120"/>
22.     </queue>
23.   </queues>
24.  
25. <!-- WARNING: Configuration of XML Agents will be updated into the DB upon restart. -->
26. <!-- WARNING: Configuration of XML Tiers will reset the level and position if those were supplied. -->
27. <!-- WARNING: Agents and Tiers XML config shouldn't be used in a multi FS shared DB setup. -->
28.  
29.   <agents>
30. <agent name="agent1" type="callback" contact="sofia/gateway/ippi/0617812433" status="Available" max-no-answer="0" wrap-up-time="20" reject-delay-time="400" busy-delay-time="400" no-answer-delay-time="400"/>
31.  
32.   </agents>
33.  
34.   <tiers>
35.     <!-- If no level or position is provided, they will default to 1. You should do this to keep db value on restart. -->
36.     <!-- agent 1000 will be in both the sales and support queues -->
37.     <tier agent="agent1" queue="support@estu.la" level="1" position="1"/>
38.     <!-- agent 1001 will only be in the support queue -->
39.     <tier agent="1000@default" queue="support@estu.la" level="1" position="1"/>
40.   </tiers>
41.  
42. </configuration