Messages

2866

Running QueueMetrics / Re: Diference between Unanswer Calls reports

« on: September 01, 2007, 18:29:46 »

We checked your logs and it is a bug with time zone offsets in 1.4.0 - for your reference, this is bug #192. It is fixed in 1.4.1, due to be released next week.

2867

Running QueueMetrics / Re: Agent login logoff from QM agent page not working

« on: September 01, 2007, 18:28:39 »

Change this:

Code: [Select]

#callFile spool dir, set to blank for no call files at all.
callfile.dir=/var/spool/asterisk/outgoing
to

Code: [Select]

#callFile spool dir, set to blank for no call files at all.
callfile.dir=tcp:user:password@10.10.3.5
Where:
- user is your username
- password is your password
- 10.10.3.5 is your Asterisk server IP

With this it should attempt a call and you should see it in the Asterisk CLI.

2868

Running QueueMetrics / Re: Waiting and Duration problems in Realtime monitoring

« on: September 01, 2007, 18:26:24 »

If you are running 1.4 and use a default time zone offset, the cause might be a bug we just founfd that is fixed in 1.4.1 due next week. Could this be the case?

2869

Outbound and QueueMetrics / Re: Logging Out Going Calls without having to hit any code?

« on: September 01, 2007, 18:24:35 »

It really depends on how you set up your system in the first place; If you are using TrixBox, see the TrixBox outgoing call tutorial but use the piece of dial plan posted here instead of the one in the tutorial.
You can find it @ http://queuemetrics.com/download/TrixBox_Outgoing_v10.pdf

2870

Running QueueMetrics / Re: Waiting and Duration problems in Realtime monitoring

« on: August 30, 2007, 14:40:44 »

(I suppose we are speaking of the Realtime page, note the Live one.)

There might be two different reasons:
1. you are speaking of outgoing calls. This is by design (of Asterisk) not having the connect time.
2. if this happens on incoming calls as well, very likely there is some timing problem with QM: see http://queuemetrics.com/faq.jsp#faq-032-timezones

2871

Outbound and QueueMetrics / Re: Logging Out Going Calls without having to hit any code?

« on: August 30, 2007, 14:38:08 »

Well, of course you can. The question is: you will likely want some calls to be marked as outbound and not all of them. Anyway, imagining you will want to put all calls on some outbound queue called OUT:

Code: [Select]

[queuedial]
exten => _.,1,SetVar(MY_QUE=OUT)
exten => _.,2,SetVar(MY_NUM=${EXTEN})
exten => _.,3,SetVar(MY_AGENT=${CALLERIDNUM})
exten => _.,4,NoOp,Ag: ${MY_AGENT} N: ${MY_NUM} Q: ${MY_QUE}
exten => _.,5,MixMonitor(Q-${MY_QUE}-${UNIQUEID}.wav|b|)
exten => _.,6,DeadAGI(queueDial.agi|${MY_NUM}|Zap/g0/${MY_NUM}|q-${MY_QUE}|Agent/${MY_AGENT})
exten => _.,7,Congestion
This will dial outgoing calls on queue "OUT" using the full number passed as an option.

You need an outbound call with some name because QM expects to pick up calls by belonging to one queue.

Then you just define a trunk (by matching the number, or using a prefix)  that will understand that the number you input is for PSTN and dial it like Dial(Local/$OUTNUM$@queuedial/n ) in Asterisk so that it gets called.
That's all there is!

2872

Running QueueMetrics / Re: Diference between Unanswer Calls reports

« on: August 29, 2007, 09:27:14 »

Might be some problem with calls left open? please send over the queue_log for analysis.

2873

Running QueueMetrics / Re: Diference between Unanswer Calls reports

« on: August 28, 2007, 19:00:33 »

Yes - if and only if all calls are closed around midnight.

2874

Running QueueMetrics / Re: Agent login logoff from QM agent page not working

« on: August 28, 2007, 15:02:31 »

To debug this case, open up the Asterisk CLI when you run the command from QM.
If you see activity on the Asterisk CLI, it's a dialplan problem; if you don't, it's QM that is not able to talk to the Asterisk server (likely the user/password for the tcp:user:password@server line are not correct).

One thing I'm noticing about your case is that when a message is sent to Asterisk, two call legs are opened and bridged by default; in your calse one will dial Local/698@feature-extension/n, and the other one will connect it to exten => 698,1 in context feature-extension. This is not correct; send the second leg to some dummy extension where a Wait() will be run and hangup.

2875

Running QueueMetrics / Re: Diference between Unanswer Calls reports

« on: August 28, 2007, 14:55:54 »

You know that, when you run a report, it is possible that some calls lie partially outside the report range; eg if you run a report from 9.00 to 11.00, a call starting at 10.59 and ending at 11.03 will be partially outside the range, as it will be "closed" by QM at 11.00 sharp (but marked as ongoing).
Theuy are usually a minority, so QM will compute stats for both cases. The average will usually not be very different, so it is normal that averages don't vary much.

2876

General Asterisk configuration / Re: Queue Metrics on Trixbox 2 with softphones only

« on: August 26, 2007, 17:43:34 »

The answer, as always, is: "it depends on the environment".  Generally speaking, if you run a call center that is not very small or has just a couple of queues (eg an internal support line), the allocation of agents to queues should be decided on a capability model by the supervisors, and not by each agent logging on to queues when they feel like.

This is the model that the TrixBox tutorial version 2 shows; instead of setting static extensions for each queue, that has the disadvantage of * trying to call agents even if they're not there, the log-in model lets agents just say "I'm ready", and then the supervisors set on which queues each agent works on.  This has the extra benefit that as agents log in telling * from which extension they are working from, an agent can easily switch seats and still be correctly available when needed.

This is what we usually suggest; this model works good and scales well for inbound call-centers with 5+ agents.

2877

General Asterisk configuration / Re: Queue Metrics on Trixbox 2 with softphones only

« on: August 26, 2007, 12:57:45 »

Using all soft-phones will not change much - to Asterisk it's just another SIP device. So the instruction in the doc file will work just fine.

2878

QueueMetrics news / A couple of new FAQ entries

« on: August 23, 2007, 15:52:52 »

We have added a few topics to the QueueMetrics FAQs:

 - Tracking hourly call distribution for multiple incoming DIDs
 - Why do some calls disappear from the Realtime page?
 - Tracking timing and time-zone problems in QueueMetrics

As always, the FAQs are located at: http://queuemetrics.com/faq.jsp

2879

Running QueueMetrics / Re: XML-RPC realtime method does not filter by queue

« on: August 22, 2007, 19:43:56 »

That's correct.

2880

QueueMetrics installation / Re: The requested resource (/queuemetrics/qm_start.do) is not available

« on: August 22, 2007, 19:11:27 »

1. Is Tomcat running? if you go to http://yourserver:8080/ do you get the Tomcat splash page?

2. If Tomcat is running, this means that it did not pick up the WEB-INF meta information. Try restarting Tomcat and making sure from its logs it says that a webapp named /queuemetrics is being mounted at startup.