Messages

2131

Running QueueMetrics / Re: phantom ABANDON calls!

« on: February 09, 2009, 15:24:34 »

I think that the answer you got is plain wrong; the agent has been in conversation for 13 seconds, so it's not a matter of events that are out of sync. The problem here is that QM closes the first call and then finds the second and considers it to be a degenrate call (missing all other events) so double-reports it.

What I'm saying is that I am aware of no other Asterisk install that has the same problem, so my best suggestion is to update to a different version of Asterisk.

2132

Outbound and QueueMetrics / New for 1.5.1: tracking agent in outgoing lost calls

« on: February 08, 2009, 18:28:09 »

We are pleased to confirm that in the upcoming version 1.5.1 of QM there will be the opportunity to:
- track lost outbound calls by calling agent
- see outgoing calls with the correct agent status as they are being placed in the RT screen

This was tracked as issue #498 in the QM bug tracker.

In order to make this work, you should simply change the outgoing logging script so that instead of logging, e.g.

Code: [Select]

1092001100|1092.C|sk-1NONE|ENTERQUEUE|http://url|895
it will log

Code: [Select]

1092001000|1092.B|sk-1|Agent/102|CALLOUTBOUND|http://url|895
See how we just changed the verb and we pass along the agent code.


We are about to release a beta of this functionality. If you are interested in helping us try out this new feature, please post a message here.

2133

QueueMetrics news / New download server

« on: February 05, 2009, 10:59:18 »

We have moved the download server (for both yum and the main downloads) to a separate machine hosted with gigabit connectivity in order to improve download speeds.

You should not notice any change but an improved download speed. In case something goes wrong, please tell us.

2134

Running QueueMetrics / Re: phantom ABANDON calls!

« on: February 04, 2009, 10:15:24 »

Do yuou see any message on the full log at the timestamp that the problem happens? It looks like * it's trying to close the channel twice, or something like that....

2135

Running QueueMetrics / Re: phantom ABANDON calls!

« on: February 02, 2009, 19:19:28 »

This looks like a problem with Asterisk to me.
Any idea why this may happen? are you using maybe RINGALL logic? I see this just happens every once in a while....

2136

Improving QueueMetrics / Re: More flexible reporting

« on: February 01, 2009, 08:40:40 »

Yes sure, as this is not something that everybody want.

2137

General Asterisk configuration / Re: PBX in a Flash and QM in separate boxes - Agent configuration

« on: February 01, 2009, 08:40:05 »

If they are STATIC, there will never be login/logoff information, sop this is all you can get.
If you move them to be DYNAMIC, taht is, either using AGENTLOGON or ADDMEMBER, they you are going to get log-on and log-off information.

2138

General Asterisk configuration / Re: Logged out agents still display in realtime view

« on: January 30, 2009, 16:31:16 »

Can you send a screenshot? ancd can you check what lines get appended to the queue_log on a logoff? looks like QM is ignoring the logoffs....

2139

Running QueueMetrics / Re: How to show agents as busy after transfers?

« on: January 29, 2009, 15:49:41 »

In this case, you have two choices:

1. The correct way to handle this (i fyour CC is not too big) is that you create a queue for each agent, so that you can forward calls correctly. This is better for * so that the ACD module knows who is on conversation and who is not.

2. you do a direct forward BUT create queue-like records in the queue_log. This has the disadvantage for * that the ACD status is not tracked correctly, so it will try calling the agent in use.

2140

Running QueueMetrics / Re: phantom ABANDON calls!

« on: January 29, 2009, 15:47:10 »

The log for this call is incorrect.

1233144542|1233144496.2060|SalesQueue|NONE|ENTERQUEUE||99102821
1233144555|1233144496.2060|SalesQueue|Agent/1009|ABANDON|1|1|13
1233144555|1233144496.2060|SalesQueue|NONE|ABANDON|1|1|13

The third row should NOT be there. Which version of Asterisk are you running?

2141

Improving QueueMetrics / Re: More flexible reporting

« on: January 29, 2009, 15:43:55 »

Yes it is. Likely for 1.5.2

2142

Improving QueueMetrics / Re: Make session and pause duration available to Agents

« on: January 29, 2009, 10:48:58 »

Not at the moment; but we are working on a new analyzer engine that will make it easier to do this for agents, so we are keepring track of your suggestion as issue #624.

2143

Running QueueMetrics / Re: How to show agents as busy after transfers?

« on: January 29, 2009, 10:45:28 »

You must use two things:
- unattended (#+num) transfers to do the transfer
- a queue to handle the second-level support

This will disconnect the call from the first agent in Asterisk, so QM will report this correctly. This will also make it possible to track the "business" of the second agent.

If you need to do a consultative call before the transfer, you could use a direct call (not ACD) but that won't be traced.


 

2144

QueueMetrics installation / Re: What happens when my licence expires

« on: January 29, 2009, 10:40:58 »

When the licence expires QM shows an error message. After this you can:
- go back to the unlicenced mode
- purchase a new licence

We strongly suggest that you purchase  a new licence before the expiration date. This means that:
- you get a discount on the licence
- you get a new licence key that you can use immediately, so you don't have unplanned downtime.

Please contact us by email for details on how to renew the licence key.


 

2145

General Asterisk configuration / Re: Agent and Queue config questions on TBOX

« on: January 28, 2009, 10:26:40 »

It can ALREADY pick information from Asterisk, by using the Setup wizard option under Edit QueueMetrics settings.

If you use dynamic members (the *+queuename to login in TB, IIRC) this will simply be used as needed, as there is no fixed agent list.