Topics

1

Running QueueMetrics / BUG with Queue Visibility Key

« on: March 17, 2010, 17:04:04 »

I have two supervisors each with their own assigned Location.

Up until now each queue that I create has a single "Location" entered into the "Visibility Key:" field.

I am now trying to add two locations into the Visibility Key field under the CFG_Queues Tab. I have tried the following:

Visibility key: LOCATION_A LOCATION_B (space between the two entries)

and

Visibility key: LOCATION_A, LOCATION_B (comma between the two entries)

With both scenarios If I then log in as either supervisor, the queue is no longer selectable from the Queue drop down list unless I only specify One entry for the Visibility Key...

This problem is verified on versions 1.5.0, 1.5.5 and 1.6.0

2

Running QueueMetrics / Queuemetrics says agents are logged out but they are not...

« on: February 26, 2010, 16:29:41 »

Here is the scenario:

1. Agents are all logged in via the Agent Page. Their status is accurate...
2. Asterisk Crashes or gets restarted
3. The following log is written to queue_log (and sent via qloaderd):
                                   1267176428|NONE|NONE|NONE|QUEUESTART|
 
4. At this point all of the agents status shows as "Logged Out" Even though they are still logged in...
5. I noticed that you are able to ignore QUEUESTART commands but changing this setting does not have any effect on my situation.

#Ignore QUEUESTART statements.
default.ignoreQueueStarts=false

I have tried
default.ignoreQueueStarts=true

and
default.ignoreQueueStarts=


You can replicate this issue by doing the following:

1. Log in via agent page
2. issue a "restart now" from the asterisk CLI
3. Refresh your agent page

3

Running QueueMetrics / callfiles

« on: October 06, 2009, 22:56:43 »

After install queuemetrics, I was able to click "login" logoff", etc from the agent page... Then it stopped working...

I had the following:
#callfile.dir=/var/spool/asterisk/outgoing

I started reading some posts and noticed that some people were setting this up as:
callfile.dir=tcp:admin:password@127.0.0.1

I too did this and it started working....

My question is this:
What was communicating with Asterisk while I was not specifying a callfile?

4

Running QueueMetrics / Inconsistenancies with Agnt Page

« on: September 28, 2009, 18:23:23 »

We have been running queuemetrics for a few weeks now and. There seems to be times when the agent page is unusable. When this is happening, there are no commands running between queuemetrics and asterisk.

Once logged into the agent page, If I selected Log In , Pause, Unpause, etc and submit the request, nothing is executed on the asterisk side...

It seem that the only thing that fixes it, is if I restart asterisk which is difficult with a busy call center...

Any assistance with this would be greatly appreciated.

5

Running QueueMetrics / Adjust number of calls on the agents page

« on: September 22, 2009, 21:54:31 »

Is there a setting to adjust the number of call records that appear on the agents page

6

Running QueueMetrics / Transfering Queue Calls (Agent Monitor)

« on: September 16, 2009, 19:53:55 »

Scenario:

Queue call is answered by agent - The agent monitor sees the call and the "talking" column shows that it is an active call.



I then transfer the call to a non acd user (blind or attended). In each case the agent monitor still shows that the call is active, however, issuing a CLI>"queue show" does indicate that the agent can accept another call.

At this point I can accept a new acd call but the agent monitor now shows two active calls at the same time for the agent



Thoughts??

7

General Asterisk configuration / Agent's code: (Pause / UnPause)

« on: September 15, 2009, 15:37:20 »

I have Agent Login/Logout Pause/Unpause working, however I noticed that an agent can add any "Agent's code" they want... Not to say that they would be malicious but this does open up the possibility that an agent could pause a different agent in their queue...

Is there anyway to make the "Agent's code" field "read-only" so it cant be changed by the agent...

8

General Asterisk configuration / Unawswered Calls not showing Agent information

« on: September 11, 2009, 21:01:02 »

I just loaded queuemetrics and was testing when agents do not answer an incoming call. I placed two calls and did not answer them, however once I pulled the report the unanswered call was noted but the agent information was missing.

The information is in the database:



However the report does not show the agent info:



Any assistance would be appreciated...