Messages

1

General Asterisk configuration / Live call Monitoring

« on: September 27, 2010, 11:58:38 »

Hi

I have been trialling the live queue monitor.  I follow the steps and receive a call onto the extention I want to monitor from, however I only receive the audio from the caller and I do not hear anything from the agent end.  I am not sure if this is how it is with Queuemetrics or if I am missing something. Is there anyway I can live listen to both sides of the conversation.

I am still finding my way around Elastix and Queuemetrics so please be patient and provide details on how to

2

Improving QueueMetrics / Re: Only agent able to log onto Queue??

« on: August 13, 2010, 09:57:19 »

Many Thanks 

3

Improving QueueMetrics / Re: Only agent able to log onto Queue??

« on: August 09, 2010, 15:41:23 »

Yes I finally figured it out after the previous post, is there anywhere that lists all the user keys and what features they allow?

Many thanks for your help

4

Improving QueueMetrics / Re: Only agent able to log onto Queue??

« on: August 04, 2010, 13:37:14 »

Would this not give all agents more rights?  The idea is to have a supervisor who has all the reporting and monitoring right to have the ability to log in to the queues with their supervisor account whilst maintaining the agents restrictions.

5

Improving QueueMetrics / Only agent able to log onto Queue??

« on: July 22, 2010, 15:27:47 »

It looks as though only staff with the agent profile is able to log into the Queues or be made members of the Queue and nobody with a higher profile is able to so.  We have supervisors who need access to the reporting and real time suite, at the same time they are required to take calls form the Queue. I would like to have the ability to have supervisors to be able to log onto the queue whilst still be able to access the reporting and real time monitor, without having the need of having 2 logins (one as and agent and one as a supervisor).

6

Outbound and QueueMetrics / Re: Outbound Calls DUplicate

« on: July 13, 2010, 18:04:14 »

It could just simply be the fact that the wallboard has not refreshed, your reload time is set to 18 seconds and the second call was only there for 16!  It may be that simple...

7

Outbound and QueueMetrics / Re: Outbound calls

« on: July 13, 2010, 17:44:49 »

It worked from the start, we have one agent who is unable to dial a specific number (whilst the other agent can) vis Queue Metrics, yesterday we have a period where neither could dial out using Queue Metrics, then suddenly it is working fine today!!!  They have always been able to dial out using the handset direct.

Sounds a little strange and I put it down to user error until I sat and watched them myself..

8

Improving QueueMetrics / Re: Suggestions

« on: July 13, 2010, 17:39:15 »

Could we not just get QueueMetrics to log all outbound calls, so have 0 as the prefix to indicate that all calls must be logged? If so how do you assign this as the prefix to state the call must be logged on Queue Metrics?

Thanks

9

Improving QueueMetrics / Suggestions

« on: July 12, 2010, 12:26:39 »

How about been able to make calls from the handset and QueueMetrics been able to report on these calls rather than having to use the Interface if the data needs to be collected?

10

Outbound and QueueMetrics / Outbound calls

« on: July 12, 2010, 12:09:54 »

We have an Elastix PBX system and we are running Queue Metrics for our call centre.  We have 2 inbound queues and an outbound queue. All has been well making in/outbound calls via QueueMetrics.  Today although both agents are receiving inbound via the queue neither agent can call out via the QueueMetrics, they can however make calls out from the handset!  They are both logged on to all available queues including the outbound queue and this show on the system.

Any help advice on what I should be looking at?

Thanks in advance.