Messages

16

Running QueueMetrics / Re: Switching between pause codes has a bug - One MUST un-pause before switching!

« on: July 04, 2011, 19:27:18 »

Brendan,

Thanks for that. I really appreciate it when someone comes up with a quick solution.

To be honest, I am not impressed with QM official responses either in this thread or in my e-mail requests (where I was asked for $400 to make this irrational behavior a feature - as you can read in this post, only after 4 posts someone gets what I am saying.

I am hoping that QM listens to it's community users for new features or feedbacks rather than going it's own way - as customers will not come back if this keeps going on.

But mucho thanks to Brendan again.

17

Running QueueMetrics / Re: Payroll - Where can I see the total hours minus the Lunch break?

« on: June 03, 2011, 16:13:12 »

Yes, it's 1.7.

Can you please confirm on your end?

18

Running QueueMetrics / Re: Switching between pause codes has a bug - One MUST un-pause before switching!

« on: May 31, 2011, 17:36:25 »

Expected behavior it may be because you coded it but the ration behind it does not suit a real-life situation.

Which employer gives the employee the chance to fix their own billable or non-billable pause codes?

Your team reasoning is that if a user makes a mistake on a pause then they should be able to change it quickly to reflect the right one.

Really no employee expects to be able to fix their pause code mistake. That is what a supervisor is for and that is why it should be brought to the attention of the supervisor. That is how all punch clocks work as well.

I hope this doesn't come as rude to you - as I am trying to help improve QM - but really your ration is not right and there is no use to what you call "expected behavior"/feature.

Regards,

19

Running QueueMetrics / Re: Payroll - Where can I see the total hours minus the Lunch break?

« on: May 31, 2011, 17:32:26 »

Hi,

That is when I run a payroll report. Shown below two pics I have uploaded. The payroll report should show ONLY billable time as total and not the non-billable time.

Regards

Payroll Report:


Session Report:

20

Running QueueMetrics / Payroll - Where can I see the total hours minus the Lunch break?

« on: May 31, 2011, 00:00:13 »

Hi everyone,

I am just looking at a payroll report for today and I see that Agent was working for 8 hours and took 30 minutes lunch (which is a non-billable pause code for us). So, the total should show as 7 hours and 30 minutes when I run the report. But it shows 8 hours.

Can someone please confirm how this should work?

Thanks

21

Running QueueMetrics / Re: Switching between pause codes has a bug - One MUST un-pause before switching!

« on: May 30, 2011, 22:29:27 »

From e-mails that I got from Lenz he says that the code changes to the second pause code and doesn't record the first pause code because you want to give a chance to user to fix the wrong pause code. This is wrong behaviour. Why would we want the user to fix their timing?

You have probably not tested this properly.

The system only logs the 2nd pause code if one goes on two pause codes right after each.

I would be interested to know what the overall team consensus is because in e-mails I am getting different answers. You are saying it's working, Lenz tells me it's not working but it's set to work allow agent to fix it's mistake.

Regards

22

Running QueueMetrics / Re: Switching between pause codes has a bug - One MUST un-pause before switching!

« on: May 25, 2011, 00:30:43 »

Of course changeable.

Right now an employee can ONLY go on PAUSE CODE and then he MUST unpause before going on another pause code. If he goes on PAUSE CODE and then changes to another PAUSE code without using UNPAUSE in between the second PAUSE CODE does not get logged as a session.

THIS IS A BUG !!!

I am not sure what other way to explain this. Unless you try what I tried to convey multiple times probably you won't notice the bug. This is a reporting issue.

Regards,

23

Running QueueMetrics / Re: Switching between pause codes has a bug - One MUST un-pause before switching!

« on: May 20, 2011, 18:54:39 »

Hello,

I don't think you understood the situation properly. I invite you to do the following on your test system.

1- Login to Queue
2- Press PAUSE and go on a PAID pause code
3- 1 minute after step #2 above, press another PAUSE code - PAID one - without unpausing in between.
4- 1 minute after that, unpause and go ahead check the sessions.

You will only see that the first PAUSE code is recorded and the second pause code is not recorded. That is my issue. This is not about how long an employee takes break or lunch. It's about reporting NOT LOGGING pause code.

Regards,

24

Running QueueMetrics / Switching between pause codes has a bug - One MUST un-pause before switching!

« on: May 18, 2011, 04:36:05 »

Hello,

This is a situation that I think applies to every call center.

1- Employee goes on PAUSE CODE - Break (paid time) for 5 minutes
2- Employee then decides to go on PAUSE CODE - Lunch (unpaid time) - for 30 minutes

So he/she clicks the relative pause codes in the same order as above without using the UNPAUSE button and guess what happens? the system only logs BREAK for 35 minute of paid time. This is an employer rip off or it could be employee rip off :-(

Can this be fixed on an emergency basis since this is really bad and was brought to my attention today.

P.S. Employee should be allowed to switch from PAUSE code to PAUSE code without unpausing because if they unpause they might start receiving calls and there are tons of other reasons why one might want to switch from code to code without unpausing.

Regards,

25

Running QueueMetrics / Re: Is it possible to see Extension being called as it's ringed?

« on: May 03, 2011, 04:29:46 »

Code: [Select]

"in case you are able to configure it at the Asterisk level."

You mean setup of a Asterisk Manager user for event reading parser which you are writing?

I suggest you have a look at Asterclick code if you are working on an event parser. Pretty neat.
http://asterclick.drclue.net/

Regards,

26

Running QueueMetrics / Re: Is it possible to see Extension being called as it's ringed?

« on: April 27, 2011, 17:05:26 »

That is very much needed and brilliant. In fact the aim of this feature like you said is to see if a call is misrouted or not. And that is what we get from Supervisors. They continuously ask where the call went. With that kind of information, we should be in much better shape.

When do you expect this bug to resolve?

Regards

27

Running QueueMetrics / Re: Outbound not being recorded

« on: April 27, 2011, 17:00:35 »

Doesn't mixmonitor have to have Answer() first and then MixMonitor? the current context guide from you doesn't include that. Also, with Asterisk 1.4x are the pipes | still used for b option |b| in MixMonitor or change it to ,?

28

Running QueueMetrics / Re: Outbound not being recorded

« on: April 26, 2011, 16:07:50 »

The file is not created for some very odd reason. So, I appended the /var/spool/asterisk/monitor/ folder in-front of the name and it didn't help. Using the same syntax in a separate context and I get a recorded file just fine. What do you suggest I should do to look further into it?

Regards,

29

Running QueueMetrics / Outbound not being recorded

« on: April 26, 2011, 08:22:47 »

Hi Everyone,

Earlier in the evening I got OUTBOUND working through a queue and for few minutes I had calls recording as well. Now, I don't know what I changed and I can only see the call was made but no recording was made. I am wondering if MixMonitor requires Answer() as a pre-requisite. Can someone please post the working configs. I have tried the ones in the manual but it doesn't seem to work anymore (very strange). Basically MixMonitor is not recording for some odd reason even though CLI doesn't show any stop at MixMonitor line.

490 is the Queue that was created in FreePBX (Piaf).

Code: [Select]

[queuedial]
; this piece of dialplan is just a calling hook into
; the [qm-queuedial] context that actually does the
; outbound dialing - replace as needed - just fill in the
; same variables.
exten => _XXX.,1,Set(QDIALER_QUEUE=q-${EXTEN:0:3})
exten => _XXX.,n,Set(QDIALER_NUMBER=${EXTEN:3})
exten => _XXX.,n,Set(QDIALER_AGENT=Agent/${CALLERID(num)})
exten => _XXX.,n,Set(QDIALER_CHANNEL=ZAP/g0/${QDIALER_NUMBER})
exten => _XXX.,n,Set(QueueName=${QDIALER_QUEUE})
exten => _XXX.,n,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV|b|)
exten => _XXX.,n,Goto(qm-queuedial,s,1)
Asterisk CLI output:

Code: [Select]

-- Executing [4904166356574@queuedial:1] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_QUEUE=q-490") in new stack
    -- Executing [4904166356574@queuedial:2] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_NUMBER=4166356574") in new stack
    -- Executing [4904166356574@queuedial:3] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_AGENT=Agent/361") in new stack
    -- Executing [4904166356574@queuedial:4] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_CHANNEL=ZAP/g0/4166356574") in new stack
    -- Executing [4904166356574@queuedial:5] Set("Local/4904166356574@queuedial-cd78,2", "QueueName=q-490") in new stack
    -- Executing [4904166356574@queuedial:6] MixMonitor("Local/4904166356574@queuedial-cd78,2", "Q-q-490-1303798201.361148.WAV|b|") in new stack
    -- Executing [4904166356574@queuedial:7] Goto("Local/4904166356574@queuedial-cd78,2", "qm-queuedial|s|1") in new stack
    -- Goto (qm-queuedial,s,1)
    -- Executing [s@qm-queuedial:1] NoOp("Local/4904166356574@queuedial-cd78,2", " "Outbound call - A:Agent/361 N:4166356574 Q:q-490 Ch:ZAP/g0/4166356574" ") in new stack
    -- Executing [s@qm-queuedial:2] Set("Local/4904166356574@queuedial-cd78,2", "CDR(accountcode)=QDIALAGI") in new stack
    -- Executing [s@qm-queuedial:3] Set("Local/4904166356574@queuedial-cd78,2", "ST=1303798201") in new stack
    -- Executing [s@qm-queuedial:4] Set("Local/4904166356574@queuedial-cd78,2", "GM=QDV-Agent/361") in new stack
    -- Executing [s@qm-queuedial:5] Set("Local/4904166356574@queuedial-cd78,2", "GLOBAL(QDV-Agent/361)=U") in new stack
  == Setting global variable 'QDV-Agent/361' to 'U'
    -- Executing [s@qm-queuedial:6] Set("Local/4904166356574@queuedial-cd78,2", "GLOBAL(QDV-Agent/361ans)=0") in new stack
  == Setting global variable 'QDV-Agent/361ans' to '0'
    -- Executing [s@qm-queuedial:7] Macro("Local/4904166356574@queuedial-cd78,2", "queuelog|1303798201|1303798201.361148|q-490|Agent/361|CALLOUTBOUND||4166356574") in new stack
    -- Executing [s@macro-queuelog:1] QueueLog("Local/4904166356574@queuedial-cd78,2", "q-490|1303798201.361148|Agent/361|CALLOUTBOUND||4166356574|") in new stack
       -- Executing [s@qm-queuedial:9] Dial("Local/4904166356574@queuedial-cd78,2", "ZAP/g0/4166356574|300|gM(queuedial-answer^1303798201.361148^QDV-Agent/361^q-490^Agent/361^1303798201)") in new stack
    -- Requested transfer capability: 0x00 - SPEECH
    -- Called g0/4166356574
Your input is much appreciated.

30

Running QueueMetrics / Re: Is it possible to see Extension being called as it's ringed?

« on: April 13, 2011, 20:46:19 »

Hmmm....We are using Asterisk 1.6.x. I didn't change any of the settings so basically I should see which Agent is ringing but that is not happening.

Did you say there is a parameter I have to set to off (AGENTATTEMPT) for this to work on Asterisk 1.6? What is the name of the parameter in the configuration.properties file?

Thanks