Topics

16

Running QueueMetrics / Call Status in the Agent Page

« on: January 18, 2009, 09:24:18 »

Hi

I am using QM v1.5.0 and on the agent page (show inbound calls for agent xxxx) under the status column all the calls ar showing "HTML terminated". I have checked the entries in queue_log, and I see COMPLETECALLER and COMPLETEAGENT. As I would expect.

Can you tell me what causes QueueMetrics to show a calls as "HTML Terminated"?

Tony

17

Problems / Using notify

« on: January 13, 2009, 07:44:05 »

I tried to use the notifiy feature on my topic "Reporting on unanswered outbound calls" in the "Outbound and Queuemetrics" board and it did not work. I have checked my email address in my profile is correct.

Any suggestions?

I will click notify on this topic as well to see if it works here.....

18

Outbound and QueueMetrics / Reporting on unanswered outbound calls

« on: January 08, 2009, 09:07:03 »

Hi

I have a client who mainly uses QueueMetrics for outbound calls. He would like to be able to report on unanswered outbound calls per agent. This information is not presented on the "Unans." tab - and that makes sense in the context of inbound calls, as the ENTERQUEUE entry in queue_log has NONE in the agent field. However, the ENTERQUEUE entry for an outbound call reflects the agent number correctly.

Is it possible to add this report to QueueMetrics?

Tony

19

AGAW / agaw-runner.sh problem

« on: December 09, 2008, 14:22:11 »

I am trying to get agaw-runner working on our internal QM box I get the following

asterisk:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/mysql-utils/agaw-runner # ./agaw-runner.sh
+ JAVA=/usr/bin/java
+ VMOPTS=-server
+ -Xmx256M -Xms256M
./agaw-runner.sh: line 15: -Xmx256M: command not found
+ USER=demoadmin
+ PASS=demo
+ JDBC='jdbc:mysql://127.0.0.1/queuemetrics?zeroDateTimeBehavior=convertToNull&jdbcCompliantTruncation=false&user=queuemetrics&password=javadude'
+ QMPATH=/srv/www/tomcat5/base/webapps/QueueMetrics
+ ITER=10
+ IDLE=15000
+ RUNLOG=true
+ RUNLOGDIR=/tmp/agaw
+ MYSQLJAR=/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/mysql-connector-java-3.1.14-bin.jar
+ SERVLET=/usr/share/tomcat5/common/lib/servletapi5.jar
+ ALLCFG='-Dagaw.user=demoadmin -Dagaw.password=demo -Dagaw.jdbc=jdbc:mysql://127.0.0.1/queuemetrics?zeroDateTimeBehavior=convertToNull&jdbcCompliantTruncation=false&user=queuemetrics&password=javadude -Dagaw.qmInstance=/srv/www/tomcat5/base/webapps/QueueMetrics -Dagaw.nLoops=10 -Dagaw.idle=15000 -Dagaw.runlog=true -Dagaw.runlogdir=/tmp/agaw'
+ QMCLASS=/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/classes
+ JARLIB=/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib
+ QMARCH=/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/loway-tpf-155p.jar
+ QMJAR=/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/QueueMetrics-1.5.0.jar
+ REDRPC=/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/redstone-xmlrpc-1.0.jar
+ CP=/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/classes:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/QueueMetrics-1.5.0.jar:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/loway-tpf-155p.jar:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/redstone-xmlrpc-1.0.jar:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/mysql-connector-java-3.1.14-bin.jar:/usr/share/tomcat5/common/lib/servletapi5.jar
+ /usr/bin/java -Dagaw.user=demoadmin -Dagaw.password=demo '-Dagaw.jdbc=jdbc:mysql://127.0.0.1/queuemetrics?zeroDateTimeBehavior=convertToNull&jdbcCompliantTruncation=false&user=queuemetrics&password=javadude' -Dagaw.qmInstance=/srv/www/tomcat5/base/webapps/QueueMetrics -Dagaw.nLoops=10 -Dagaw.idle=15000 -Dagaw.runlog=true -Dagaw.runlogdir=/tmp/agaw -cp /srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/classes:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/QueueMetrics-1.5.0.jar:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/loway-tpf-155p.jar:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/redstone-xmlrpc-1.0.jar:/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/lib/mysql-connector-java-3.1.14-bin.jar:/usr/share/tomcat5/common/lib/servletapi5.jar it.loway.app.queuemetrics.agaw.QueueRunner
============
QM User name: demoadmin
QM password:  demo
QM path:      /srv/www/tomcat5/base/webapps/QueueMetrics
JDBC URI:     jdbc:mysql://127.0.0.1/queuemetrics?zeroDateTimeBehavior=convertToNull&jdbcCompliantTruncation=false&user=queuemetrics&password=javadude
Number of loops:         10
Idle time between loops: 15000 ms
Keep run log: true
Run log dir: /tmp/agaw
Path: '/srv/www/tomcat5/base/webapps/QueueMetrics/WEB-INF/agaw.properties'
Chiave: '5231317C-4E324465-6D6F2D31-2E352E30-2D52232D-23516D52-756E6E65-727C5333-31323539-38383132-30303030-307C'
 *** LOWAY TPF licence: to 'Demo-1.5.0-R' up to 'Fri Dec 04 01:00:00 SAST 2009'
Data Scad [2009-12-04]: Fri Dec 04 00:00:00 SAST 2009
Data scad:Fri Dec 04 00:00:00 SAST 2009 - Scaduto: 0
Servlet A01 - Step X3
Servlet A01 - Step X4 - 3577
-- Inner Exception --
Exception: it.loway.tpf.common.exceptions.TechException
Stack trace:
Problema DB: java.sql.SQLException: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ')' at line 1
  at it.loway.tpf.SQL.selectScalare(Unknown Source)
  at it.loway.app.queuemetrics.agaw.BO.AgentReader.closeRunsCreatedByAPreviousExecution(AgentReader.java:436)
  at it.loway.app.queuemetrics.agaw.QueueRunner.run(QueueRunner.java:157)
  at it.loway.app.queuemetrics.agaw.QueueRunner.main(QueueRunner.java:728)
-- End Inner Exception --

Can you shed any light on what may be wrong

Tony

20

QueueMetrics installation / Adding new QA Items

« on: June 24, 2008, 15:32:35 »

If I edit an existing QA Item and then go on to create a new item, I get the screen below

• I can not enter an engagement code
• The text at the bottom shows that this uncreated code belongs to existing lists
• I can not save the new item

However, if I create the new item before editing an exisiting one, the system works as expected.

Tony

21

Realtime Live / Attention Levels and Alarms

« on: June 13, 2008, 12:35:28 »

I have had this raised with me by one of our customers. It appears that if you set an attention level for a queue for call wait duration, when the call is answered the alarm continues to play on each reload. I understand why this is happening as there is a call being displayed that had a wait time of more than the attention level.

My customer points out that once the call is answered, he can do nothing about reducing the wait time. The alarm has done its job and alerted him to the fact that there is a call waiting. Once the call is answered, he would like the alarm to stop as it continues throughout the remainder of the call.

Have we understood this correctly? Is there anything we / you can do to address this?

22

Realtime Live / Extension column in Agent Table

« on: June 10, 2008, 10:53:13 »

How can I get QueueMetrics to populate the Extension column in the Agent Table of the Realtime page with the current extension of dynamic agents? I am useing AddQueueMember to add the agent to the queue.

I guess it will be information that needs to be logged in queue_log......