freeswitch/conf/autoload_configs/callcenter.conf.xml

<configuration name="callcenter.conf" description="CallCenter">
  <settings>
    <!--<param name="odbc-dsn" value="dsn:user:pass"/>-->
  </settings>

  <queues>

    <queue name="support@default">
      <param name="strategy" value="longest-idle-agent"/>
      <param name="moh-sound" value="$${hold_music}"/>
      <!--<param name="record-template" value="$${base_dir}/recordings/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
      <param name="time-base-score" value="system"/>
      <param name="tier-rules-apply" value="false"/>
      <param name="tier-rule-wait-second" value="300"/>
      <param name="tier-rule-wait-multiply-level" value="true"/>
      <param name="tier-rule-no-agent-no-wait" value="false"/>
    </queue>

  </queues>

<!-- WARNING : Configuring XML Agents will updated into the DB upon restart -->
<!-- WARNING : Configuring XML Tiers will reset the provided level and position if provided.-->
<!-- WARNING : Agents and Tiers XML config shouldn't be used in a multi FS shared DB setup(Not currently supported anyway) -->
  <agents>
    <!--<agent name="1000@default" type="callback" contact="[call_timeout=10]user/1000@default" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />-->
  </agents>
  <tiers>
    <!-- if no level or position is provided, they will default to 0.  You should do this to keep db value on restart -->
    <!-- <tier agent="1000@default" queue="support@default" level="0" position="1"/> -->
  </tiers>

</configuration>