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Improving QueueMetrics / Let Realtime display a friendly log-in extension
« on: April 07, 2013, 01:15:53 »
In my A* installation, all SIP lines have alphanumeric IDs. For a set of phones with lines dedicated to answering a queue, if the extension reserved for the queue is 290, then the SIP IDs would be sip/a290a, sip/a290b, sip/a290c, etc. When an agent logs into a queue, the Q-Met Realtime page shows this SIP ID for the extension, as A* enters it in the queue_log file.
The problem is that most of our agents can rove, and the SIP ID gives no clue as to where the phone is located or any of the phone's other extensions, so the manager viewing the realtime page doesn't know how to contact an agent. My idea for improving Q-Met is to display a "friendly" name in lieu of a raw SIP ID as the agent's extension. This is a parallel to the feature you already have for friendly agent names.
Sound good?
- Dennis
The problem is that most of our agents can rove, and the SIP ID gives no clue as to where the phone is located or any of the phone's other extensions, so the manager viewing the realtime page doesn't know how to contact an agent. My idea for improving Q-Met is to display a "friendly" name in lieu of a raw SIP ID as the agent's extension. This is a parallel to the feature you already have for friendly agent names.
Sound good?
- Dennis