Messages

1

Running QueueMetrics / Re: Queue Detail - Service Level Agreement

« on: September 19, 2018, 10:19:57 »

 

Thanks for the response Itgigi.

2

Running QueueMetrics / Queue Detail - Service Level Agreement

« on: September 10, 2018, 14:39:52 »

Hi,

In QM version 16.10.6 there is a "Service Level Agreement" form field when you click onto a queues "Queue Detail" page. When looking at the manual (http://manuals.loway.ch/QM_UserManual-chunked/) nothing is mentioned about this field or how it works. Currently all queues are set to 0 in this field (which I assume is default). I also assume this matches up the the req_sla field in the code_possibili table.

I have a recent request from a client to store different SLA requirements per queue and I was wondering if I can store this data in this database field. What happens if I change this field in QM?

I've checked the forums and asked my good friend Google but even he doesn't seem to know what this field does.

Regards,
Duncan

3

Running QueueMetrics / Re: Icon Agent Page Not Working

« on: November 05, 2014, 09:19:04 »

Just an update...

If I use the old agent page to log in, then go to the Icon page, I can see the user logged in and I can successfully pause and unpause the agent on the queue! I just can't logout again unless I got to the old agent page.

QM version is 14.10.1 installed from Loway Yum repo. CentOS 6.6. Tomcat 6.0.33. Running demo license.

Any ideas? Anybody? Help!

4

Running QueueMetrics / Re: Icon Agent Page Not Working

« on: November 03, 2014, 08:47:45 »

Hi mirkox,

I'm using SQL (default.queue_log_file=sql:P001|1). It's strange that I don't see ANY activity in the Asterisk logs (no AMI / no call files) when I use the Icon interface to log in/out, but it all works perfectly when I switch back to the old agent page - I thought they'd use the same configuration.

I'm looking into this again today. Any other suggestions would be appreciated. I will post back if I find a resolution.

Thanks,
Duncan

5

Running QueueMetrics / Icon Agent Page Not Working

« on: October 29, 2014, 14:05:28 »

Hi,

I've set up a new Asterisk 11 server with the latest QM 14 and am trying to get the new Icon agent page to work. When I log on to the Icon page, nothing seems to connect to Asterisk / the database: I can't see any data in the "Call List" window (even though there are calls there), and when I try to log an agent on, it sees the assigned queues, but doesn't let me type in an extension, and when I click to log on, I just see the "wait indicator" by the queue, and it eventually fails. I don't see anything in the Asterisk logs trying to log the agent in.

If I log an agent in on the old agent page, everything works as expected: log in/out works fine, and calls are displayed. Is there some configuration setting I'm not aware of that would make the old agent page work and the new one not? I've tried it in both Chrome and Firefox.

Regards,
Duncan

6

Running QueueMetrics / Re: IVRAPPEND after COMPLETECALLER

« on: June 17, 2014, 14:12:54 »

Hi,

Thanks for the suggestion - I never thought about using the QA forms to report on this. I've had a quick look and it looks like it would be the perfect place to track this - much better than my old IVR way.

I have found the QM.qaformgrading call in the documentation. Is this what I should be using? Also, do you know of any code examples available online that show how it works (I would just save me a lot of time figuring it out from scratch)? I develop in PHP mostly.

Thanks,
Duncan

7

Running QueueMetrics / IVRAPPEND after COMPLETECALLER

« on: June 12, 2014, 16:02:46 »

Hi All,

I'm having a problem where I'm not getting IVR data showing in Queuemetrics when it happens after COMPLETECALLER in the queue_log. Here is an example call from queue_log:

1402557563|1402557549.7164|9002|NONE|ENTERQUEUE||0587131655|1
1402557570|1402557549.7164|9002|Agent/5516|CONNECT|7|1402557563.7166|5
1402558153|1402557549.7164|9002|Agent/5516|COMPLETECALLER|7|583|1
1402558169|1402557549.7164|NONE|NONE|INFO|IVRAPPEND|5|callqa
1402558199|1402557549.7164|NONE|Agent/5516|CALLSTATUS|MER||

The reason we're adding this IVR data after the COMPLETECALLER is that the call is transferred to a survey (to rate the call), and we want the results to be available via the Queuemetrics interface. If I manually insert this into the database (before the ENTERQUEUE) eg:

1402557560|1402557549.7164|NONE|NONE|INFO|IVRAPPEND|5|callqa

The IVR stats do then show.

Is there any way I can get the IVRAPPEND data to show even though it's after the COMPLETECALLER?