Messages

16

General Asterisk configuration / Re: Subqueues - Setting URL on a Queue() in FreePBX - Patch

« on: October 12, 2011, 15:53:50 »

ah-hah!  that's what i'm missing - i can't find the file that relates to queues_config.sql

in version 2.6, was the filename queues_config.sql?

Neio

That is just the name of the file used to initially create the queues module's database on installation. all you need to do is to add a new field names optionalurl to the queues_config table in your database.

The SQL to do this directly would be

ALTER TABLE  `queues_config` ADD  `optionalurl` VARCHAR( 32 ) NULL DEFAULT NULL

-Barry

17

General Asterisk configuration / Re: Subqueues - Setting URL on a Queue() in FreePBX - Patch

« on: October 12, 2011, 15:35:23 »

Hi Barry, many thanks for the reply.

I wasn't able to use patch to apply the your diff files as the versions of my php files were newer.  I applied it manually so it could be a case of fat fingers.    I'll double-check it.

So the php files write to mysql and the conf files?

Neil

The patches do three things:

1. change the page.queues.php file which creates the input box in the GUI
2. changes the queues_config.sql to add the optionalurl field into the queues_config database table
3. changes the function.inc.php so that it reads the optionalurl value from the database, and writes it out to the config file along with the rest of the queue settings.

-Barry

18

Scripting QueueMetrics / Re: Wallboard Example script

« on: October 12, 2011, 14:52:39 »

Hi

Never done it, but so long as you have php and the necessary php modules (xmlrpc for example) it should work easily enough.

-Barry

19

General Asterisk configuration / Re: Subqueues - Setting URL on a Queue() in FreePBX - Patch

« on: October 12, 2011, 14:47:13 »

Hi Neil,

Are you sure you applied all the patches and they applied correctly? search the functions.inc.php file and ensure that the optionalurl lines appear in there. It is here that is responsible for writing out to the conf files.

Also, this was made against FPBX 2.6 I am not sure if it will work with a later version.

Hope this helps.

-Barry

20

Scripting QueueMetrics / Re: Need working example for php, client requested custom wallboard, help !

« on: July 26, 2011, 11:46:12 »

A customer requested a custom display, but I am in a bind as the documentation appears non-existant at this time.


There is a huge post a bit further down this page, although the source code link is down and no one bothered to paste the program in it's entirety into the post, which of course invalidates the entire thing.
http://forum.queuemetrics.com/index.php?topic=156.0

Below is an updated version of the original qmon.php (the link for which is active again).

If you get errors, un-commenting the line "//$cli_rt->setDebug(1);" helps.

Hope this helps.

Code: [Select]

<?php 
/*
  Author: Barry Flanagan <barry AT flantel DOT com>
  Date: 21 Nov 2007
  
  Copyright 2007-2011 Barry Flanagan, but feel free :-)
  
  Small script to grab the calls waiting and Agent information for a given queue from the QueueMetrics XML-RPC service and 
  create a simple display for use on a wallboard.
  
  Display colours will change from Green to Yellow to Red depending on Calls waiting, Ready Agents. Will also sound an alarm.
  
  This has proved useful in a large callcentre where the standard QM RT monitoring screen is too detailed and hard to see 
  from a distance. 
  
  To use, simply define the queues you want to monitor as $queueids in the switch statement, give the queuegroups a name
  and set the $ROBOT_USER user and $PASSWORD, as well as the IP address of your QM server

  Call as http://<your web server>/wallboard.php?queue=<queuegroup> - you can add other parameters; see the _GETs below

  and set the $ROBOT_USER user and $PASSWORD, as well as the IP address of your QM server

 This script relies on Outbound queues to be names in QM as *-Outbound, so that we can optionally display or not display the actual outbound queue.

 QM Sub-queues are supported, and rely on a naming convention in QM such as "Master queue.sub queue" - 
 i.e. the name for the queue is made up of the Mater queue name, followed by a period followed by the sub queue name. If this convention is 
 followed, then you will get a single wallboard column for the Maste Queue, rather than a column for each and every subqueue.

*/

require_once 'XML/RPC.php';
$ROBOT_USER="CHANGEME";
$PASSWORD="CHANGEME";
$qm_server = "127.0.0.1"; // the QueueMetrics server address
$qm_port   = "8080";        // the port QueueMetrics is running on
$qm_webapp = "queuemetrics"; // the webapp name for QueueMetrics

isset($_GET['refresh'])?$refresh = $_GET['refresh']:$refresh=5; // how often to refresh the page
isset($_GET['queue'])?$queuegroup = $_GET['queue']:$queuegroup='inbound'; // Which queue group to display (see switch statement below)
isset($_GET['showstatus'])?$showstatus = $_GET['showstatus']:$showstatus=1; // Whether to show the Agent Status for a queue group
isset($_GET['showcurrcalls'])?$showcurrcalls = $_GET['showcurrcalls']:$showcurrcalls=1; // Whether to show the Current Calls for a queue group
isset($_GET['showout'])?$showoutbound = $_GET['showout']:$showoutbound=1; //Whether to show the Outbound queue as a separate column for a queue group

$useSubqueues = true;

switch ($queuegroup) {
  case 'inbound':
    $queueids = "302|303|304|305|310|311|312";
    $queuename='Inbound';
  break;;
    
  case 'sales':
    $queueids = "408|409|410|411|414|Sales-Outbound";
    $outboundqueue = 'Sales-Outbound';
    $queuename='Sales';
    $showstatus=1;
    $showcurrcalls=1;
    $showoutbound=1;
break;;
  
  case 'techsupp':
    $queueids = "519|519.*|521|521.*|522|526|526.*|528|528.*|551|567|567.*|TechSupp-Outbound|430|530";
    $showoutbound = 0;
    $outboundqueue = 'TechSupp-Outbound';
    $queuename='Technical Support';
break;;

}

?>
<html><head><meta http-equiv="refresh" content="<?php echo $refresh ?>"><title><?php echo $queuename . " Wallboard" ?></title></head><body marginheight=0 marginwidth=0>
<table width="100%" cellpadding=0 cellspacing=0 border="0">
  <tr>
<?php



$queuelist = array_merge(explode("|", $queueids),explode("|",$outboundqueue));

$req_blocks_rt = new XML_RPC_Value(array(
      new XML_RPC_Value("RealtimeDO.RTCallsBeingProc"),
      new  XML_RPC_Value("RealtimeDO.RTAgentsLoggedIn"),
      new XML_RPC_Value("RealtimeDO.RTRiassunto")
           ), "array");

// First we need to get the number of ready agents for the common queues. This is a bug in QM as it will report 
// an agent as free in one queue even if they are on a call in another.

$params_rt = array(
     new XML_RPC_Value($queueids),
           new XML_RPC_Value($ROBOT_USER), 
           new XML_RPC_Value($PASSWORD), 
           new XML_RPC_Value(""),
           new XML_RPC_Value(""),
           $req_blocks_rt
       );
$msg_rt = new XML_RPC_Message('QM.realtime', $params_rt);
$cli_rt = new XML_RPC_Client("/$qm_webapp/xmlrpc.do", $qm_server,$qm_port);
//$cli_rt->setDebug(1);
$resp_rt = $cli_rt->send($msg_rt);
if (!$resp_rt) {
    echo 'Communication error: ' . $cli_rt->errstr;
    exit;
}
if ($resp_rt->faultCode()) {
    echo 'Fault Code: ' . $resp_rt->faultCode() . "\n";
    echo 'Fault Reason: ' . $resp_rt->faultString() . "\n";
} else {
    $val_rt = $resp_rt->value();
    $blocks_rt = XML_RPC_decode($val_rt);
    
    // now we decode the results
    $agent = getAgentLoggedIn( "RealtimeDO.RTAgentsLoggedIn", $blocks_rt );
    $agentStatus = getCurrentCalls( "RealtimeDO.RTCallsBeingProc", $blocks_rt);    
    $print = 1;
    getQueueStatus( "RealtimeDO.RTRiassunto", $blocks_rt, $queueids, $print);    
    printQueues($queue);
    
}
    isset($queue['all selected']['ragents'])?$ragents = $queue['all selected']['ragents']:$ragents = 0;

    // Get the waiting calls and number of agents for these queues


// Get the current queue stats

function getQueueStatus( $blockname, $blocks, $queueids, $print ) {
    global $queue, $queuelist, $ragents, $useSubqueues;
     $block = $blocks[$blockname];
     for ( $r = 1; $r < sizeof( $block ) ; $r++ ) {
       $currentQueue = $block[$r][1];
       if ( $currentQueue == "all selected") {
         $ragents = $block[$r][3];
         continue;
        }


       if ((1 == substr_count($currentQueue,'.')) && ($useSubqueues)) {
         list($masterqueue, $subqueue) = explode('.', $currentQueue);
         
         
         $currentQueue = $masterqueue;
         isset($queue[$currentQueue]['waiting'])?$queue[$currentQueue]['waiting'] = $queue[$currentQueue]['waiting']:$queue[$currentQueue]['waiting'] = 0;         
         isset($queue[$currentQueue]['incalls'])?$queue[$currentQueue]['incalls'] = $queue[$currentQueue]['incalls']:$queue[$currentQueue]['incalls'] = 0;         
         isset($queue[$currentQueue]['outcalls'])?$queue[$currentQueue]['outcalls'] = $queue[$currentQueue]['outcalls']:$queue[$currentQueue]['outcalls'] = 0;                  
         $queue[$currentQueue]['name'] =  $masterqueue;
         $queue[$currentQueue]['waiting'] =  $block[$r][7] + $queue[$currentQueue]['waiting'];
         $queue[$currentQueue]['nagents'] = $block[$r][2];
         $queue[$currentQueue]['ragents'] = $block[$r][3];
         $queue[$currentQueue]['incalls'] = $block[$r][8] + $queue[$currentQueue]['incalls'];         
         $queue[$currentQueue]['outcalls'] = $block[$r][9] + $queue[$currentQueue]['outcalls'];
         
         
       } else {
         $queue[$currentQueue]['waiting'] =  $block[$r][7];
         $queue[$currentQueue]['name'] =  $block[$r][1];
         $queue[$currentQueue]['nagents'] = $block[$r][2];
         $queue[$currentQueue]['ragents'] = $block[$r][3];
         $queue[$currentQueue]['incalls'] = $block[$r][8];       
         $queue[$currentQueue]['outcalls'] = $block[$r][9];       
//         if (!$useSubqueues) $queue[$currentQueue]['name'] = str_replace("."," ",$queue[$currentQueue]['name']);
       }
//      $waitqueue = $queue[$currentQueue]['waiting'];
//      $nagents = $queue[$currentQueue]['nagents'];
//      $currcalls = $queue[$currentQueue]['incalls'] + $queue[$currentQueue]['outcalls'];
      if (!isset($queue[$currentQueue]['maxholdtime'])) $queue[$currentQueue]['maxholdtime'] = '0:00';
      if($queue[$currentQueue]['maxholdtime'] == '') $queue[$currentQueue]['maxholdtime'] = '0:00';
      
      if (preg_match('/utbound/', $currentQueue)) {
        $ragents = $queue[$currentQueue]['ragents'];
        $queue[$currentQueue]['waiting'] = '0';
        $queue[$currentQueue]['maxholdtime'] = '0:00';
      }
    }


function orderBy(&$data, $field) { 
  $code = "return strnatcmp(\$a['$field'], \$b['$field']);"; 
  usort($data, create_function('$a,$b', $code)); 
} 


function printQueues($queues) {
  orderBy($queues,'name');
  global $ragents, $showcurrcalls, $showstatus, $showoutbound;
  $tdwidth = round(100/sizeof($queues),1) . "%";
  foreach ( $queues as $queue  ) {
    // width for the tables
    $currentQueue = $queue['name'];
    if (1 == substr_count($currentQueue,'Master')) continue;
    if (( $showoutbound == 0) && (1 == substr_count($currentQueue,'utbound'))) continue;
    $queueholdtime = $queue['maxholdtime'];
    $waitqueue = $queue['waiting'];
    $nagents = $queue['nagents'];
    $currcalls = $queue['incalls'] + $queue['outcalls'];
    $ragents = $queue['ragents'];
      
    // Set up colour and formatting  depending on the status of the queue
    if( $waitqueue == 0 ) {
      $waitbgcolor = "green";
      $snd = null;
      $waitfontcolor = "white";
    } elseif ($waitqueue == 1){
      $waitbgcolor = "yellow";
      $snd = '<EMBED SRC="/sounds/dingdong.wav" HIDDEN="true" AUTOSTART="true">';
      $waitfontcolor = "black";
    } elseif ($waitqueue > 1) {
      $waitbgcolor = "red";
      $snd = '<EMBED SRC="/sounds/ringer.wav" HIDDEN="true" AUTOSTART="true">';
      $waitfontcolor = "white";
      $waitqueue = "<blink>" . $waitqueue . "</blink>";
    }

    if( $ragents > 2 ) {
      $ragentsbgcolor = "green";
      $ragentsfontcolor = "white";
    } elseif ($ragents == 2){
      $ragentsbgcolor = "yellow";
      $ragentsfontcolor = "black";
    } elseif ($ragents <= 1) {
      $ragentsbgcolor = "red";
      $ragentsfontcolor = "white";
    }

    $currentQueue = str_replace("."," ",$currentQueue);
    print <<<END
    <td width="$tdwidth" valign="top"> 
<div style="border: 2px solid #FFF; width: 100%">
        <div width="100%" align="center" valign="center" style="color:white; font-size: 15px; background-color: black; height: 70px;">$currentQueue</div>
        <div style="background-color: grey; height:3px">&nbsp;</div>
        <div align="center" style="color:$waitfontcolor; font-size: 25px; background-color: $waitbgcolor; ">Calls Waiting</div>
        <div align="center" style="color:$waitfontcolor; font-size: 70px; background-color: $waitbgcolor; ">$waitqueue</div>
        <div align="center" style="color:$waitfontcolor; font-size: 25px; background-color: $waitbgcolor; ">Max $queueholdtime</div>       
        <div style="background-color: grey; height:3px">&nbsp;</div>
END;
if ($showcurrcalls == 1) {
  print <<<END
        <div align="center" style="color:white; font-size: 25px; background-color: green">Curr Calls:</div>
        <div align="center" style="color:white; font-size: 70px;  background-color: green">$currcalls</div>
END;
}
print <<<END
       <div style="background-color: grey; height:3px">&nbsp;</div>
        <div align="center" style="color:$ragentsfontcolor; font-size: 20px; background-color: $ragentsbgcolor">Rdy Agnt: <br>$ragents/$nagents</div>
<!--        <div align="center" style="color:$ragentsfontcolor; font-size: 70px; background-color: $ragentsbgcolor">$ragents </div> -->

     </div>
</td>
END;
    }
  }
}

// Get the actual status of each agent
function getAgentLoggedIn( $blockname, $blocks ) {
//    global $agent;
    $agent = array();
    $block = $blocks[$blockname];
     for ( $r = 1; $r < sizeof( $block ) ; $r++ ) {
       $agent[$block[$r][1]]['name'] = $block[$r][1];
       $agent[$block[$r][1]]['lastlogin'] = $block[$r][3];
       $agent[$block[$r][1]]['queues'] = $block[$r][4];
       $agent[$block[$r][1]]['extension'] = $block[$r][5];
       $agent[$block[$r][1]]['onpause'] = $block[$r][6];
       $agent[$block[$r][1]]['srv'] = $block[$r][7];
       $agent[$block[$r][1]]['lastcall'] = $block[$r][8];
       $agent[$block[$r][1]]['onqueue'] = $block[$r][9];
       $agent[$block[$r][1]]['caller'] = 'none';
       $agent[$block[$r][1]]['entered'] = null;
       $agent[$block[$r][1]]['waiting'] = null;
       $agent[$block[$r][1]]['duration'] = null;
      }
    return $agent;

}

// Get the current call details for each agent
function getCurrentCalls( $blockname, $blocks) {
    global $agent, $queue, $useSubqueues;
    $block = $blocks[$blockname];
     for ( $r = 1; $r < sizeof( $block ) ; $r++ ) {
       $agentname = $block[$r][6];
       $agent[$agentname]['queue'] = $block[$r][1];
       $agent[$agentname]['caller'] = $block[$r][2];
       $agent[$agentname]['entered'] = $block[$r][3];
       $agent[$agentname]['waiting'] = $block[$r][4];
       $agent[$agentname]['duration'] = $block[$r][5];
        if ($agent[$agentname]['duration'] == '-') {
          if (1 == substr_count($agent[$agentname]['queue'],'.') && ($useSubqueues)) {
            list($agent[$agentname]['queue'], $subqueue) = explode('.', $agent[$agentname]['queue']);
          }

            if (toSec($agent[$agentname]['waiting']) > toSec($queue[$agent[$agentname]['queue']]['maxholdtime'])) $queue[$agent[$agentname]['queue']]['maxholdtime'] = $agent[$agentname]['waiting'] ;
        }       
      }
      $agentStatus = '';
      $rowcount=1;
      for  ( $r = 0; $r < sizeof( $agent ) ; $r++ ) {
        $agent = array_values($agent);
        if ($rowcount == 1){
          $rowcolor = "lightgray";
          $rowcount++;
        } elseif ($rowcount == 2) {
          $rowcolor = "gray";
          $rowcount = 1;
        }

        // get the last call time for the agent, and convery to epoc time
        if ((isset($agent[$r]['lastcall'])) && (strstr($agent[$r]['lastcall'],':'))) {
          list($h, $m, $s) = explode(':', $agent[$r]['lastcall']);
          $lastcalltime = mktime($h,$m,$s);
        }
        
        if ($agent[$r]['duration'] != '') {
          $status = "On Call since " . $agent[$r]['entered'] . " (" . $agent[$r]['duration'] . " mins)";
          $bgcolor3 = $rowcolor;
          $fontcolor3 = "red";
        } elseif (!preg_match('/-/',$agent[$r]['onpause'])){
          $status = "On Pause since " . $agent[$r]['onpause'];
          $bgcolor3 = $rowcolor; 
          $fontcolor3 = "blue";
        } elseif (time() - $lastcalltime  < 5) {
          $status = "Wrapping up";
          $bgcolor3 = $rowcolor; 
          $fontcolor3 = "yellow";
        } else {
          $status = "Available";
          $bgcolor3 = $rowcolor; 
          $fontcolor3 = "black";
        }
        if (isset($agent[$r]['name'])) {
          if(!isset($agent[$r]['queue'])) $agent[$r]['queue'] = '';
          $agentStatus .="<tr bgcolor=\"" . $rowcolor . "\" style=\"color:black; font-size: 20px;\"><td>&nbsp;</td><td>" . $agent[$r]['name'] . "</td><td style=\"color:" . $fontcolor3 . ";\" bgcolor=\"" . $bgcolor3 . "\" >" . $status .  "</td><td>" . $agent[$r]['lastcall'] .  "</td><td>" . $agent[$r]['queue'] . "</td></tr>";
        }
      }
    return $agentStatus;
}

function toSec ($hms) {
      list($h, $m, $s) = explode (":", $hms);
      $seconds = 0;
      $seconds += (intval($h) * 3600);
      $seconds += (intval($m) * 60);
      $seconds += (intval($s));
      return $seconds;
}


?>

</tr><tr><td>&nbsp;</td></tr><tr>
<?php
if ($showstatus == 1) {
print <<<END
<!-- Agent Status Table -->
<td colspan=20 bgcolor="gray" valign="top">
<table  width="100%" height="100%" cellpadding=0 cellspacing=0 style="border: 2px solid #000">
  <tr style="color:white; font-size: 25px;">
    <td>&nbsp;</td><td>Agent</td><td>Status</td><td>Last Call</td><td>Current Queue</td>
  </tr>
  $agentStatus
</table>

</td>
END;
}
?>
</table>
</body>
</html>




21

Running QueueMetrics / Re: Load balancing queuemetrics?

« on: September 21, 2010, 10:22:00 »

You could have Apache on Server A, port 80, that points to Tomcat on Server A, port 8080 and Server B, port 8080. :-)

Yes, I realize that, but it simply introduces a single point of failure, which is what I am trying to avoid :-(

-Barry

22

Running QueueMetrics / Re: Load balancing queuemetrics?

« on: September 17, 2010, 12:06:40 »

As QM is resource-intensive, you could likely get it to work using a simple Apache HTTPD proxying requests for multiple backend servers..... this looks promising: http://www.wellho.net/mouth/1939_mod-proxy-ajp-and-mod-proxy-balancer-examples.html

Thanks for the suggestion, but really, I could use Linux LVS load balancer just as easily. However, it still requires additional hardware ;-(

-Barry

23

Running QueueMetrics / Re: Load balancing queuemetrics?

« on: September 16, 2010, 10:14:43 »

That would be pretty expensive to do though - why don't you like sticky sessions?

Because that would require a hardware load balancer rather than simple round robin DNS.

-Barry

24

Running QueueMetrics / Re: What is the new SubqueueMode?

« on: August 31, 2010, 13:45:49 »

Any clarification available on the above? I don't see what difference setting SubqueueMode makes at all.

Thanks

-Barry

25

Running QueueMetrics / Re: Load balancing queuemetrics?

« on: August 26, 2010, 12:11:13 »

No it keeps it in RAM ,and may be quite large. So we suggest using sticky sessions if you ever need it to do load-balancing.

FEATURE REQUEST: have an option to store session information in MySQL (or memcached) ;-)

This would make load balancing much easier, and allow you to expire out of memory sessions which have not been used for a while, but still retrieve them if needed.

-Barry

26

Running QueueMetrics / Re: What is the new SubqueueMode?

« on: August 26, 2010, 12:08:25 »

So, does this mean that I will no longer have to explicitly add agents to each of my subqueues?

Presently, if I have a queue with 12 subqueues, I need to manually add all agents to each of these subqueues, otherwise they do not show up in QM.

Is there any reason not to turn this on?

Thanks

-Barry

27

Running QueueMetrics / What is the new SubqueueMode?

« on: August 25, 2010, 18:42:23 »

Hi,

In the release notes, it states:

#857 - New SubqueueMode that propagates all subqueue events to the parent queue

Where can I get information on what this is?

Thanks

-Barry

28

Improving QueueMetrics / Re: Slight bug? q_frontpage and reports

« on: August 25, 2010, 18:38:12 »

Any update on this? Where can I see the issue tracker?

Thanks

-Barry

29

Running QueueMetrics / Re: Load balancing queuemetrics?

« on: August 25, 2010, 12:39:29 »

Hi,

I have MySQL Master-Master replication in place. The problem appears to be that when a client browser switches from one QM instance to the other, the session information is not there and so QM throws an authentication error. The client would present the JSESSIONID cookie, but this would not be recognized by the other QM instance.

QM does not store its session state in mysql.

-Barry

30

Running QueueMetrics / Load balancing queuemetrics?

« on: August 24, 2010, 15:50:27 »

Hi,

Is it possible to load balance QM, using two tomcat servers?

I have a pair of servers set up with database replication and QM/Tomcat installed on both. I set both servers in DNS for round-robin load balancing, but it appears that the session breaks down when a user hits the other server.

Any way around this?

Thanks.

-Barry