Messages

1

Running QueueMetrics / Re: Disposition codes not being processed properly

« on: April 21, 2009, 16:25:11 »

Thanks for the feedback.  In fact they don't appear to always get picked up even if the disp code is set immediately after the call, or during the call.

Regards, Andrew.

2

Running QueueMetrics / Re: Disposition codes not being processed properly

« on: April 18, 2009, 02:22:41 »

Thank you for the reply but I have to admit to being even more confused now.

If the agent sets a disp code are they not supposed to be able to see it immediately, and should it not appear in reports immediately?

For this customer there are many times when a disposition code has been set for a call but it never shows up on either the agent page or in reporting - even after many hours have passed.

Regards, Andrew.

3

Running QueueMetrics / Does QM use the first or last configuration.properties value if there are dups?

« on: April 10, 2009, 19:49:39 »

The configuration.properties that ships with QM 1.5.1 has two entries for default.useEndingChannelName.  The first entry is set to true, and the last entry is set to false.  Which of these entries is used?  We want to remove the duplicate but don't want to risk messing with the current configuration settings.

Regards, Andrew.

4

Improving QueueMetrics / WishList: Option to disable per-queue ADDMEMBER/REMOVEMEMBER

« on: April 10, 2009, 17:41:17 »

We'd like to move from AGENTCALLBACKLOGIN/LOGOFF to ADDMEMBER/REMOVEMEMBER but we don't want the agents to have the ability to log on/off specific queues.  We would prefer the agent behaviour to remain the same as currently, where the administrator selects the appropriate queues for each agent, and the agent is forced to log on/off all assigned queues simultaneously.

Could you create a configuration.properties option that disables the "Agent's queues" drop-down in the Add Member/Remove Member popup screens, and instead performs the action as though the agent had selected "All Assigned" from the drop-down?  This would be a really useful feature for us, and would ease the migration to ADD/REMOVEMEMBER greatly.

An even better solution might be to have a default behaviour that allows only "All Assigned" behaviour, and to have a security key that enables queue-specific logon/logoff at the agent level.  This would allow us to enable queue-specific logon/off for super-agents and supervisors.

Regards, Andrew.

5

Running QueueMetrics / Agent security on realtime page.

« on: April 10, 2009, 17:26:37 »

QM 1.5.1

We are running QM in a call center that has a number of different customers.  We are using security keys to isolate customers from each other, and that is working great, with one exception.

Even if we set a security key at the agent level, if you press the "Show any agent" button on the realtime it will show all agents, irrespective of their security key.  This means customers are able to see all agents logged into the system instead of just the agents associated with that particular customer.

On another note, we tried setting the "realtime.members_only.buttonEnabled" value to false, but it does not appear to make a difference, even across a QM service restart (and user logoff/logon).  If this button worked it would mask the problem, but because the admins use the "Show any agent" feature we'd prefer not to have to use this setting if possible - we'd rather use security keys to show appropriate agents.

Regards, Andrew.

6

Running QueueMetrics / Re: Disposition codes not being processed properly

« on: April 10, 2009, 16:34:14 »

Code: [Select]


1239026112|1239026112.178|1020|NONE|ENTERQUEUE||7033181046
1239026121|1239026112.178|1020|Agent/1101|CONNECT|9|1239026112.181
1239026189|1239026112.178|1020|Agent/1101|COMPLETECALLER|9|68|1
1239028567|1239026112.178|NONE|Agent/1101|CALLSTATUS|pr
1239031703|1239026112.178|NONE|Agent/1101|CALLSTATUS|pr
1239056994|1239026112.178|NONE|Agent/1101|CALLSTATUS|ICR
1239057063|1239026112.178|NONE|Agent/1101|CALLSTATUS|ICR
1239222431|1239026112.178|NONE|Agent/1101|CALLSTATUS|icr
1239233265|1239026112.178|NONE|Agent/1101|CALLSTATUS|icr
1239234769|1239026112.178|NONE|Agent/1101|CALLSTATUS|icr
1239236723|1239026112.178|NONE|Agent/1101|CALLSTATUS|cb


With the exception of the call logged here, all of the other calls mentioned that do not show their status have only a single call status in queue_log.  The problem I'm reporting is happening intermittently for all logged call statuses, irrespective of how many times the status has been set.

Regards, Andrew.

7

Running QueueMetrics / Disposition codes not being processed properly

« on: April 09, 2009, 19:55:09 »

QM 1.5.1.  Brand new install.

Agents are setting call dispositions in the agent page.  The disposition gets written to queue_log (see below) but generally does not then show up in Queuemetrics.  Occasionally the entry does appear, but usually it doesn't.

Here's an example of the last few CALLSTATUS entries from queue_log:

Code: [Select]


1239236723|1239026112.178|NONE|Agent/1101|CALLSTATUS|cb
1239241615|1239228130.861|NONE|Agent/1103|CALLSTATUS|ci
1239282594|1239030728.189|NONE|Agent/1101|CALLSTATUS|icr
1239285039|1239030728.189|NONE|Agent/1101|CALLSTATUS|icr
1239294725|1239292728.2|NONE|Agent/1102|CALLSTATUS|icr
1239294754|1239286186.972|NONE|Agent/1102|CALLSTATUS|ci
1239297838|1239295789.56|NONE|Agent/1100|CALLSTATUS|icr


For each call in the list above (note that one call has two CALLSTATUS entries) here's what happened:
1. (1239026112.178) No - 8 attempts
2. (1239228130.861) No - 1 attempt
3. (1239030728.189) Yes - 8 attempts.  1st attempt was stored
4. (1239292728.2) Yes - 1 attempt
5. (1239286186.972) No - 1 attempt
6. (1239295789.56) No - 1 attempt

Can anyone shed some light on this?
Regards, Andrew.

8

Running QueueMetrics / Re: Agent logged off, but Asterisk failed to process the logoff.

« on: February 25, 2009, 01:53:56 »

I agree that it ran the command, and the agent was Agent/8109, but although the command was issued it never completed successfully as the agent remained logged on in Asterisk (I had to do a manual agent logoff to remove them).

Andrew.

9

Running QueueMetrics / Agent logged off, but Asterisk failed to process the logoff.

« on: February 24, 2009, 01:04:16 »

QM 1.5.1 / Asterisk 1.4.22-rc5.

Agent logged off using "Log off" button in agent panel, however he still showed as logged in within Asterisk.  Logs show that Asterisk was trying to call that extension at the same time - perhaps this is related?  I manually logged the agent off but the customer is concerned about this event.


[Feb 23 14:01:57] VERBOSE[16969] logger.c:   == Manager 'admin' logged on from 127.0.0.1
[Feb 23 14:01:57] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:1] Answer("Local/21@queuemetrics-2acd,2", "") in new stack
[Feb 23 14:01:57] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:2] NoOp("Local/21@queuemetrics-2acd,2", " "QM: Logging off Agent/8109" ") in new stack
[Feb 23 14:01:57] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:3] System("Local/21@queuemetrics-2acd,2", "asterisk -rx "agent logoff Agent/8109"") in new stack
[Feb 23 14:01:57] VERBOSE[16972] logger.c:     -- Executing [10@queuemetrics:1] Answer("Local/21@queuemetrics-2acd,1", "") in new stack
[Feb 23 14:01:57] VERBOSE[16972] logger.c:     -- Executing [10@queuemetrics:2] Wait("Local/21@queuemetrics-2acd,1", "10") in new stack
[Feb 23 14:01:57] VERBOSE[4314] logger.c:     -- Remote UNIX connection
[Feb 23 14:01:57] DEBUG[15295] chan_agent.c: Hungup, howlong is 0, autologoff is 0
[Feb 23 14:01:57] VERBOSE[15295] logger.c:   == Spawn extension (ext-queues, 8161, 20) exited non-zero on 'SIP/67.16.113.13-b79918c0'
[Feb 23 14:01:57] VERBOSE[15558] logger.c:   == End MixMonitor Recording SIP/67.16.113.13-b79918c0
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-dial, s, 7) exited non-zero on 'Local/8109@from-internal-1f22,2' in macro 'dial'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-dial, s, 7) exited non-zero on 'Local/8109@from-internal-1f22,2' in macro 'exten-vm'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-dial, s, 7) exited non-zero on 'Local/8109@from-internal-1f22,2'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [h@macro-dial:1] Macro("Local/8109@from-internal-1f22,2", "hangupcall") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:1] ResetCDR("Local/8109@from-internal-1f22,2", "w") in new stack
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: ResetCDR
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:2] NoCDR("Local/8109@from-internal-1f22,2", "") in new stack
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: NoCDR
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:3] GotoIf("Local/8109@from-internal-1f22,2", "1?skiprg") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Goto (macro-hangupcall,s,6)
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: GotoIf
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:6] GotoIf("Local/8109@from-internal-1f22,2", "1?skipblkvm") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Goto (macro-hangupcall,s,9)
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: GotoIf
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:9] GotoIf("Local/8109@from-internal-1f22,2", "1?theend") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Goto (macro-hangupcall,s,11)
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: GotoIf
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:11] Hangup("Local/8109@from-internal-1f22,2", "") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-hangupcall, s, 11) exited non-zero on 'Local/8109@from-internal-1f22,2' in macro 'hangupcall'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-hangupcall, s, 11) exited non-zero on 'Local/8109@from-internal-1f22,2'
[Feb 23 14:01:57] VERBOSE[16963] logger.c:   == Manager 'admin' logged off from 127.0.0.1
[Feb 23 14:01:58] VERBOSE[16973] logger.c:     -- Remote UNIX connection disconnected
[Feb 23 14:01:58] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:4] Hangup("Local/21@queuemetrics-2acd,2", "") in new stack
[Feb 23 14:01:58] VERBOSE[16970] logger.c:   == Spawn extension (queuemetrics, 21, 4) exited non-zero on 'Local/21@queuemetrics-2acd,2'
[Feb 23 14:01:58] VERBOSE[16972] logger.c:   == Spawn extension (queuemetrics, 10, 2) exited non-zero on 'Local/21@queuemetrics-2acd,1'
[Feb 23 14:02:00] VERBOSE[16969] logger.c:   == Manager 'admin' logged off from 127.0.0.1
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] NOTICE[16990] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'sendcron'
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] NOTICE[16992] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'sendcron'
[Feb 23 14:02:02] VERBOSE[16990] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:02] VERBOSE[16992] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] NOTICE[17017] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'listencron'
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] NOTICE[17019] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'updatecron'
[Feb 23 14:02:03] VERBOSE[17017] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:03] VERBOSE[17019] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:16] VERBOSE[4594] logger.c:     -- Unregistered SIP '8109'


What can we do to prevent this happening in the future?

Regards, Andrew.

10

General Asterisk configuration / Re: "Configuring URLs to be launched by the agent real-time page" with FreePBX

« on: February 22, 2009, 18:16:25 »

Yes - that's my problem.  Because FreePBX doesn't handle this field, but it DOES manage part of the dial-plan that includes the Queue() statements, I can't manually edit the Queue() statements because they'll get overwritten the next time we do a FreePBX update.

Is there another way to associate the URL with the queue?

11

General Asterisk configuration / "Configuring URLs to be launched by the agent real-time page" with FreePBX

« on: February 21, 2009, 17:30:25 »

The section "Configuring URLs to be launched by the agent real-time page" describes a modification to the dial plan to support a URL launch feature for agents.  We use FreePBX, which manages that part of the dial plan.  Is there another way this can be achieved?

Regards, Andrew.

12

Scripting QueueMetrics / Re: Audio Filenames from DetailsDO.CallsOK(raw)

« on: February 13, 2009, 07:41:53 »

I've been doing some research to find out if the uniqueid really is unique for call queue recordings.  My results are ambiguous.  I know that QM already can retrieve recordings for a given uniqueid, so:
- Is the uniqueid actually unique for recording files?  In other words, if I grep for that uniqueid will I always only get max one file returned?
- For multi-stint calls are there multiple recordings and/or uniqueids, or just one?
- How is this affected by multi-stint being on or off?

On a separate note, I'd like to be able to run the report on a remote machine - I can do that with XML-RPC but do you have any advice on how to run the additional function(s) to get the audio filenames from a remote environment (which might be Linux or Windows so rsh isn't necessarily going to work)?

Thanks, Andrew.

13

Scripting QueueMetrics / Audio Filenames from DetailsDO.CallsOK(raw)

« on: February 12, 2009, 06:49:36 »

I have a customer that needs a report of all completed calls.  I've got the XML-RPC interface working correctly and it's returning most of the data I need, but they need the filename of the audio recording of each file.

How can I get this included in the result set of my API call?

Andrew.

14

Outbound and QueueMetrics / Re: monitoring transfer in QM

« on: June 13, 2008, 17:41:48 »

We're having the problem of the CDRs not tracking attended transfers.  Hopefully this fix will solve the problem.

I looked at macro-vm and macro-exten-vm (this is a trixbox CE system) and nothing seems to match the code you posted.  Will this work on a trixbox CE system?  If so, where would I put the code you posted?

Andy.

15

Running QueueMetrics / Re: Popup in Queue Details not working

« on: November 10, 2007, 16:02:22 »

The result from your command was:
[root@pbx1 ~]# ls -l /var/spool/asterisk/monitor/monitor/monitor/q7001-20071107-065636-1194447369.19.WAV
-rw-r--r--  1 asterisk asterisk 500430 Nov  7 07:02 /var/spool/asterisk/monitor/monitor/monitor/q7001-20071107-065636-1194447369.19.WAV
[root@pbx1 ~]#

That's weird - I checked for links.  I removed the symlink and everything works fine now.  Thanks Lorenzo.

So now the only question is - how did the symlink get created?

Andy.