QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: goit on January 08, 2009, 15:07:17

Title: Agent information not captured when using 'SIP' instead of 'LOCAL'
Post by: goit on January 08, 2009, 15:07:17

Hello, I have been trying to figure out this problem for a long time now with no luck. Any assistance is greatly appreciated.

I am trying to use the actual channel name 'SIP' instead of 'Local' when configuring queue members in queues.conf.

from:   member=>local/350@default-originate/n
to    :   member=>SIP/350

once I do this change, I am faced with the issues below.

1- I am not able to see logged-in Agents under 'Relatime'
2- Incoming calls do show up when someone reaches the Queue. (it also shows the agent name answering the call).
3- Once the caller hangs up, agent disappres as well
4- 'Live' Page does show correct information on all Agents along with their status (idle, busy)
5- Reports do show all calls, but not the name of the agent who answered the call. (this is by far the biggest problem as I willing to live without 'Relatime'.

Thank you

Title: Re: Agent information not captured when using 'SIP' instead of 'LOCAL'
Post by: QueueMetrics on January 09, 2009, 10:03:21

The problem her is that in order to have agents appearing, you should really use agents with a logon/logoff. This is better because:
- you get a complete trail of who was working when
- you get pause information
- the system will not try to dial an unmanned extension

About showing names, this can be done: just enter e.g. SIP/1234 as the "Agent code" and John Doe as the description.

Title: Re: Agent information not captured when using 'SIP' instead of 'LOCAL'
Post by: goit on January 10, 2009, 01:02:51

I managed to solve the problem by including the agent extension (or name) the member string. ;D

member=>sip/350,,350

By the way, this will solve transfer problems reported on the site. using SIP instead of Local will report better status and device information. I am running Asterisk 1.4.22 with QM 1.5 and have been fighting this problem for quite some time where even using Asterisk internal transfer (##, #1) would not show up in queuemetrics.

using LOCAL to identify queue member is a real trouble maker. I would avoid it all cost when possible!!

Title: Re: Agent information not captured when using 'SIP' instead of 'LOCAL'
Post by: QueueMetrics on January 12, 2009, 10:10:47

In theory, Local/xxx@yyy/n should be passthrough.... but if this didi fix your problems, it's very nice you poisted it so other users can benefit. Thanks!