Topics

106

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.

107

QueueMetrics news / JavaScript and XML-RPC

« on: January 14, 2009, 16:24:08 »

We just released a new version of the XML-RPC user manual that includes support for client-side Javascript.

You can find it here: http://queuemetrics.com/download/QueueMetrics_XmlRpc_v17.pdf

Comments are welcome.

108

General Asterisk configuration / Device state "Not in use"

« on: January 12, 2009, 10:01:17 »

See this thread: http://lists.digium.com/pipermail/asterisk-users/2009-January/224452.html

About the "dreaded" message "Not in use":
WARNING[1863]: app_queue.c:3136 try_calling: The device state of this
queue member, Agent/136, is still 'Not in Use' when it probably should
not be! Please check UPGRADE.txt for correct configuration settings.)

109

Translations / It's never been easier to translate QueueMetrics!

« on: January 05, 2009, 16:28:56 »

We now have a new, easier way to translate our product. This will make it easier to complete translations and to check that they're actually working and how they look like in the final product (no more encoding problems!).

This is based on a web translation portal called PolyVox.

You can find the new documentation here: http://queuemetrics.com/download/QM_TranslatorManual_v200.pdf

If you want to correct an existing translation or create a completely new translation for QueueMetrics, please get in touch with us to have credentials issued to you.

110

QueueMetrics installation / "Statement GeneratedKeysNotRequested" error

« on: January 05, 2009, 09:54:27 »

If you installed QueueMetrics manually with a MySQL Connector/J version 5.x, you may have stumbled into the error:

Code: [Select]

Errore tecnico nella classe 'it.loway.app.queuemetrics.configurazione.cfg2.ptQueues'.
-- Inner Exception --
- Exception: it.loway.tpf.common.exceptions.TechException
- Stack trace:
- Problema update DB: java.sql.SQLException: !Statement.GeneratedKeysNotRequested!

The error appears when QM inserts a new row, e.g. by creating a new agent or a new queue.

This issue has been fixed for the next major release; if you are encountering it, just use a Connector/J version 3 for the moment.

http://dev.mysql.com/downloads/connector/j/3.0.html

111

QueueMetrics news / Winter break

« on: December 22, 2008, 09:39:30 »

The offices at Loway will be closed for the Winter break from 13.00 CEST of December 24, 2008 to January 2nd, 2009. Priority Support will be available by email.
Season's greeting to everyone!

112

QueueMetrics installation / MOVED: agaw-runner.sh problem

« on: December 09, 2008, 15:25:57 »

This topic has been moved to AGAW .

http://forum.queuemetrics.com/index.php?topic=402.0

113

QueueMetrics news / QueueMetrics 1.5.0 released

« on: December 05, 2008, 11:10:40 »

QueueMetrics version 1.5.0 has been released today. This version adds a major new component called AGAW (Agent Awareness) that lets your agents see in real-time how they are faring comparing to their queue, and puts in place an IM infrastructure where agent-to-supervisor and agent-to-product-specialist communication can be completely off-band.

This feature is currently experimental - if you'd like to test it and see if this is useful for you, see the section "The Agent Awareness subsystem (AGAW)" on page 72 of the User manual.

These are the major upgrades over the previous versions:

• Massive data fetch from the database is now 20-30% faster and requires way less memory. (#461)
• Improved fetching logic now skips unused fields (#472)
• Audio files and data export now are saved with the correct name in all modern browsers (#486)
• It is now possible to do all call-listening activities from the Visitor's page, given the correct grants (#460)
• The wait-time alarm on calls in conversation can be turned off (#207)
• It is now possibe to disable the DBtest tool and the system information displayed on the Licence page (#411)
• It is now possible to reset the analysis to the default using the "Reload" icon on top (#27)
• The internationalization engine will fall-back to English if a translation is not complete et the time Qm ships (#506)
• The QA module now offers average scores per queue (#361)
• It is possible to hide the technical details about QM in the configuration page (#411)
• Agents are now filtered alphabetically in the combo (#454)
• The Licence page now shows the currently used storage model. (#512)
• Once they have been used, action popups on the Agent's page will close down automatically in 30 seconds (#551)
• New icons used for inbound-outbound calls (#446)
• "Qualified Contacts" added anc computed system-wide (#328)
• "Qualified conversions" added to the daily distribution page (#354, #355)
• Lost calls are removed when filetering on a specific agent (#356)
• Added new verb "ADDMEMBER2" to log the extension information along with the queue add information (#419)
• The "wrap time" can be computed on a given set of pauses

A great number of bugs have been fixed also:

• Bugs #468 and #481: when multiple restriction criteria had no resulting overlapping set, all agents would be allowed instead of none. Fixed.
• Bug #471: The "max_bytes_agent" parameter would be used to refilter data fetched in MySQL mode.
• Bug #472: Useless verbs (RINGNOANSWER, AGENTATTEMPT, HEARTBEAT) are skipped when fetching in Agent mode.
• Bug #486: File names for file streaming are now correct even in Firefox.
• Bug #483: "Local/xxx" channels were sometimes shortened arbitrarily buy the parser
• Bug #511: The Number of CLID digits to search dropdown box did not show any digit
• Bug #536: Improved error logging
• Bug #543: Database updater
• Bug #247: The pause start time would be incorrect if multiple pause events were recorded
• Bug #93: You can now click on the "back-arrow" on the browser from the configuration subsystem
• Bug #393: Improved configuration editor
• Bug #378: The QA configuration editor would sometimes break
• Bug #416: The table definition for the queue_log table has been improved to allow for long URLs storage
• Bug #432: CSS file was incorrect for Firefox on Mac.
• Bug #449: Some fields would not show the correct background color in IE
• Bug #492: QM would crash trying to open the Call detail popup
• Bug #493: Improved QA captions to make it clearer
• Bug #554: Reduced useless logging
• Bug #540: The Red alarm would sometimes not play the correct audio file.
• Bug #155: Correct agent sorting
• Bug #357: Paging buttons now are on the top and on the bottom of a paged list
• Bug #377: Creating a new QA form, the "N Calls graded" field would be incorrectly loaded
• Bug #509: Going back from the "Unanswered calls" detail now goes to the "Unanswered calls" page
• Bug #264: The "unique_row_count" field may be missing from the queue_log table
• Bug #340: The "all selected" line in the Realtime page would sometimes be off.
• Bug #280: Buttons on top and on the bottom of the config editors.
• Bug #285: The editor page autofocus the first input box
• Bug #324: Title menu would sometimes break
• Bug #344: "Spill" and "Wrap" service groups were inverted
• Bug #358: The location code would be shown everywhwere and not its description. Fixed.
• Bug #382: Conting sales, contacts and QContacs could sometimes be off.
• Bug #396: Scrollbar added to the session list.
• Bug #560: the MySQL Storage page was not working in Opera 9.

In total, this release produces well over 150 different results and is available in 10 different languages.

The release and the updated, 190-page User manual are available now on the Download page: http://queuemetrics.com/download.jsp

Installation and update of running systems can also be done using the yum command.

114

QueueMetrics news / E-mail problems

« on: December 01, 2008, 09:58:12 »

We have experienced some problems when receiving email during the last week-end of November. If email bounced to you, please send it again.
We apologize for the inconvenience.

115

Open QueueMetrics Add-Ons / Version 0.2 released

« on: November 11, 2008, 12:00:24 »

We have just released version 0.2 of the OQMA. You can download it from SourceForge at https://sourceforge.net/project/showfiles.php?group_id=241105

A new sub-project has been added: a script contributed to monitor the log file produced by the Qloaderd program and report via email any errors that happen during the day.

See http://open-qm-addons.sourceforge.net/

116

Scripting QueueMetrics / Using an external auth source in QM

« on: November 10, 2008, 18:33:49 »

Since QueueMetrics 1.4.6, you can now use an external script to act as an auth source for QueueMetrics. This can work in a number of ways, as described in the revised version of the "Accessing QueueMetrics through the XML-RPC interface". 
We currently revised and updated it, so you can find it at http://queuemetrics.com/download/QueueMetrics_XmlRpc_v16.pdf

Your comments are welcome.

117

Translations / Polish translation

« on: November 05, 2008, 18:17:00 »

We are proud to announce that version 1.5.0 of QueueMetrics does feature a Polish translation, done by Jakub Karolczyk.




It will also use a new format for translation files, that makes translating QM easier to do.

118

QueueMetrics news / New FAQ entries

« on: October 08, 2008, 18:45:06 »

We have created a few new FAQ entries on the QM FAQ page:

- How to let Agents access the Realtime page
- XML-RPC not working: Could not instantiate XMLReader parser
- Missing records on KeyPress

You will find them at: http://queuemetrics.com/faq.jsp

119

Open QueueMetrics Add-Ons / How to contribute a script.

« on: October 06, 2008, 09:56:51 »

The Open QueueMetrics Add-Ons is a collection of user-contributed scripts that implement new functionality for QueueMetrics, or make it simpler to run it.  Do you have a script you want to share?

Joining the project
The first thing to do is create a developer account on GitHub (I'm sure you already have one) and fork the project at https://github.com/Loway/OpenQueueMetricsAddOns

- create a folder for your script, by making a copy of the "Sample Project" folder (see which files are needed)
- update the main page and the main navigation bar to link to your project
- update the project Changelog
- commit and push back!


Licensing
All contribuited scripts should be either placed in the Public Domain or under the LGPL.

Releases
Releases will be out once major contributions are added

Groupware
In order to manage activities on the project, this forum should be used.

120

Open QueueMetrics Add-Ons / Welcome to Open QueueMetrics Add-Ons

« on: October 01, 2008, 09:12:38 »

Hello everyone,
we created a SourceForge project for user-contribuited QueueMetrics add-ons.

It can be found at: https://sourceforge.net/projects/open-qm-addons/
Its own website will be at: http://open-qm-addons.sourceforge.net/



CVS access

Anonymous CVS Access

This project's SourceForge.net CVS repository can be checked out through anonymous (pserver) CVS with the following instruction set. The module you wish to check out must be specified as the modulename. When prompted for a password for anonymous, simply press the Enter key. To determine the names of the modules created by this project, you may examine their CVS repository via the provided web-based CVS repository viewer.

Code: [Select]

cvs -d:pserver:anonymous@open-qm-addons.cvs.sourceforge.net:/cvsroot/open-qm-addons login
 
cvs -z3 -d:pserver:anonymous@open-qm-addons.cvs.sourceforge.net:/cvsroot/open-qm-addons co -P modulename


Developer CVS Access via SSH

Only project developers can access the CVS tree via this method. A SSH client must be installed on your client machine. Substitute modulename and developername with the proper values. Enter your site password when prompted.

Project administrators may limit CVS access to this repository using cvs_acls or the CVS access member permissions option. Developers may verify their CVS access status on the admin page for this project.

A significant amount of information about project CVS services may be found in our "CVS (Version Control for Source Code)".

Developers may also make use of shared SSH keys for authentication.

Code: [Select]

export CVS_RSH=ssh
 
cvs -z3 -d:ext:developername@open-qm-addons.cvs.sourceforge.net:/cvsroot/open-qm-addons co -P modulename