Queue Management
Multiple independent queues with skill-based routing, hold music, overflow rules, and an automated callback daemon.
PearlPBX2 exposes the full Asterisk queue system through a web UI. Administrators create and modify queues without touching dialplan files — member lists, routing strategies, hold music, and announcements are all configurable from the browser. A built-in callback queue daemon handles overflow by auto-dialing back callers who left the queue, using the Asterisk AMI originate command.
Key highlights
Unlimited parallel queues — create separate queues per department, campaign, or language
Skill-based routing: assign agents to queues with individual penalty levels
Overflow rules: redirect to another queue, voicemail, or external number after N seconds
Hold music and periodic announcements configurable per queue
Callback queue daemon: automatically calls back customers who abandoned
Queue log analysis built into the Analytics module
Queue configuration
- Strategy selection: ringall, leastrecent, fewestcalls, random, rrmemory, linear
- Member management: add/remove PJSIP endpoints as queue members via the web UI
- Penalty levels: fine-tune which agents receive calls first (lower penalty = higher priority)
- Service timeout: max ring time per agent attempt before trying the next
- Join empty / leave empty controls: define behavior when no agents are available
- Periodic announcements: play position-in-queue or estimated wait time messages
Callback queue daemon
- Standalone Python daemon that polls the callback_queue PostgreSQL table
- When a caller abandons, a callback record is created with their number and original queue
- Daemon uses Asterisk AMI Originate action to place an outbound call when agents become free
- Callback result (answered, no answer, busy) is written back to the record for reporting
- Configurable retry count and retry interval per callback queue
- Supervisors can view pending, in-progress, and completed callbacks in real time
Ready to see it in action?
Request a live demo or explore pricing for hosted and self-hosted options.