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Messages - bhenry

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16
Running QueueMetrics / Re: FreePBX(AsteriskNow) transfer
« on: November 11, 2010, 20:24:20 »
hmm maybe I just don't understand extension state.  Granted I am not using realtime queues.  Are you using static or dynamic agents?  Is extension state where you are adding a hint to the end of queue membership? like this:
member => Local/3000@default,0,John Smith,HINT:3000@default

Currently with my setup I get no TRANSFER records in queue_log either.  Also I have the issue where agents remain "In Use" after a transfer.

17
Running QueueMetrics / Re: FreePBX(AsteriskNow) transfer
« on: November 10, 2010, 23:25:35 »
Also I was under the impression that extension state was patched to 1.4 but that it does not exist in 1.6?

18
Running QueueMetrics / Re: FreePBX(AsteriskNow) transfer
« on: November 10, 2010, 23:07:44 »
Hmm I don't think your solution will work for me because my endpoints are remote numbers and not actual devices connected to Asterisk. 

This is why I think the DevState doesn't help.  Regarding your issue, do you see a TRANSFER record in your queue_log?

Sigh maybe my solution is upgrading to 1.8?

19
Running QueueMetrics / FreePBX(AsteriskNow) transfer
« on: November 10, 2010, 17:14:21 »
I moved to AsteriskNow(FreePBX) 1.6 recently from a plain Asterisk 1.4 installation.  In 1.4, a transfer showed up in the queue log.  On my new system, FreePBX + 1.6, there is no record of Transfer in Queue Logs. 

Is anyone using FreePBX with Asterisk 1.6 with transfers reporting correctly?

Thanks!
-Brendan

20
Running QueueMetrics / Since Moving to Dynamic Agents - Transferred calls show 0 duration
« on: October 14, 2010, 17:37:49 »
When I was using agent channels, attended transfer worked fine in reports and was accurate.  Since moving to dynamic agents, I have an issue where queuemetrics shows the transfer but the duration of the person that the call was transferred to is showing up as 0.0.  I am using Asterisk 1.4

21
Running QueueMetrics / Re: Call Monitoring - Mixed Dynamic/Static Agent environment
« on: September 23, 2010, 15:52:06 »
I figured this out!  I modified the addmember removemember queuemetrics context to this:

exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@default/n)

/n option specifies the local channel not to zombie and instead stick around as an additional channel (I think it stands for "no realease").  So my show channels looks like:


*CLI> show channels
Channel              Location             State   Application(Data)
SIP/callman02-0ab118 93291@default:1      Ringing AppDial((Outgoing Line))
Local/93291@default- s@macro-dialout-call Ring    Dial(SIP/93291@callman02)
Local/93291@default- 330@default:1        Down    AppQueue((Outgoing Line))
SIP/callman02-b693c7 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-0a4882 (None)               Up      AppDial((Outgoing Line))
Local/92115@default- s@macro-dialout-call Up      Dial(SIP/92115@callman02)
Local/92115@default- 331@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b69324 331@CSRFP:26         Up      Queue(670008|t|||180)
8 active channels
4 active calls

Now I can remote monitor on the Local channels and it is working so far!

22
General Asterisk configuration / Re: Dynamic Agents - Device State not changing
« on: September 23, 2010, 15:43:33 »
I figured this out!  I modified the addmember removemember queuemetrics context to this:

exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@default/n)

/n option specifies the local channel not to zombie and instead stick around as another channel.  When I did this I can then get devstate and have a good channel name to spy on for remote monitoring even though all of my extensions are on a different PBX!

23
Running QueueMetrics / Re: Call Monitoring - Mixed Dynamic/Static Agent environment
« on: September 22, 2010, 22:38:55 »
It looks like it is using the peer name + unique ID as channel name.  I have no idea how to make this work!

*CLI> show channels
Channel              Location             State   Application(Data)
SIP/callman02-09a704 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b76a5f 323@HQSalesSupplier: Up      BackGround(record/PleaseWait3f
SIP/callman02-b7697f 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-099405 332@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b769df 332@CSSURVEY:26      Up      Queue(670010|t|||300)
SIP/callman02-099348 330@default:1        Up      AppQueue((Outgoing Line))
Agent/92341          320@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-0a8c52 92341@default:1      Up      (None)
SIP/callman02-b5e4ec 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-0abda7 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b7705d 320@HQSalesEvent:4   Up      Queue(620001|t|||300)
SIP/callman02-09a534 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b76ba0 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-b76b60 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-b76b20 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-b76ae0 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-098b45 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b768ff 331@CSRFP:26         Up      Transferred Call(SIP/callman02
SIP/callman02-098bca 331@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-09a1de 670000@default:1     Up      Transferred Call(SIP/callman02
SIP/callman02-b76a9f 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-b76a1f 331@CSRFP:26         Up      Queue(670008|t|||180)
SIP/callman02-09b54b 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b769c2 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-0986a0 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b690b0 330@CSEventBH:5      Up      Queue(670001|t|||180)
SIP/callman02-098eb4 331@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b69e7f 331@CSRFP:26         Up      Queue(670008|t|||180)
SIP/callman02-098ee2 330@default:1        Up      AppQueue((Outgoing Line))
SIP/callman02-b69f26 330@CSEventBH:5      Up      Queue(670001|t|||180)

24
General Asterisk configuration / Re: Dynamic Agents - Device State not changing
« on: September 22, 2010, 17:26:03 »
Ok so I believe the issue is that there is no call limit set and call-limit must be set to something for devstate to work.  The problem is I don't have these setup as peers but merely an outbound route!  Back to the drawing board..

25
General Asterisk configuration / Re: Dynamic Agents - Device State not changing
« on: September 21, 2010, 17:16:59 »
I have changed the "agent logon extension" to sip/XXXX@context.  So now my agents are all working as sip/xxxx@context.  Even with this change, the device state for my queues is not changing to inuse or busy when agents are on a call! 

Is what I am trying to achieve possible?  I need Devstate so that ringinuse actually works while all of my phones are connected to Legacy PBX via SIP trunk to Asterisk.

26
Running QueueMetrics / Re: Call Monitoring - Mixed Dynamic/Static Agent environment
« on: September 21, 2010, 15:43:44 »
Instead, I have just moved all of my agents to dynamic SIP agents.  I am still having some troubles with call monitoring.  I have my agent logon extension set to sip/XXXX@callman02.  Everything is working except monitoring.  What channel should I be spying on?  Agent channel doesnt work and neither does sip/xxxx@callman02?



27
General Asterisk configuration / Re: Dynamic Agents - Device State not changing
« on: September 20, 2010, 21:54:22 »
Well I think the answer is that local channels do not support DEVSTATE fully.  I think that because my phones are connected to legacy PBX, local channels on their own will not work!  I am going to try switching to using the "Hot Desking Method".  In my testing this did show in use queue agents as (Busy).

28
General Asterisk configuration / Dynamic Agents - Device State not changing
« on: September 20, 2010, 18:25:46 »
I just recently moved my call center from static agents to dynamic agents.   I am noticing now that when my agents are on a call, they still show up in Asterisk as (Not in use) but on Queuemetrics they are correctly identified as on a call. 

This is causing problem as some agents are getting calls back to back as the ringinuse=no is not working because DEVICESTATE is still showing (Not in Use). 

I am running Asterisk 1.4.26.2 and Queuemetrics version 1.6.1

Any ideas?

29
Running QueueMetrics / Call Monitoring - Mixed Dynamic/Static Agent environment
« on: September 17, 2010, 17:27:38 »
Currently I am using a mix of static and dynamic agents as I am slowly trying to transition my call center to 100% dynamic agents.  The problem is that the dynamic agents are not able to be monitored with the call monitor feature.  I have set rewritelocalchannels = true so I think the issue is that Queuemetrics dialplan is trying to ChanSpy on the Agent code and not the Local channel.  Now I could adjust the queuemetrics dialplan to spy on the local channels but then this would break my static agents monitoring. 

Basically what it seems I need, is to rewrite the agent channels back to local channels for the dial plan! This is getting a little confusing, I am wondering if there is anything that can be done to get this working in a mixed environment.  Changing the Agent names to Local/XXXX and setting rewritelocalchannels=no, is not an option.

Thanks in advance for your help,
Brendan

30
General Asterisk configuration / FreePBX Hot Desking + Dynamic Agents + Queuemetrics
« on: August 27, 2010, 16:50:50 »
I am trying to move my call center from my plain Asterisk/Queuemetrics setup to using FreePBX/Queuemetrics so that someone without Asterisk knowledge can manage it.  In the process of trying to move my plain Asterisk configuration to FreePBX, I am running into an issue with dynamic agents/hotdesking and Queuemetrics.

My agents answer call across a SIP trunk with their phones which are registered to a legacy PBX.  So I created a trunk in FreePBX to my legacy PBX which I named "SBCM01".  I enabled hotdesking with queuemetrics and noticed that when I used "Add Member", it showed up as SIP/XXXX in the Queue.  This did not work since my agents phone were located across the legacy PBX trunk so I modified Extensions_Queuemetrics.conf and added my trunk into the login portion of the QM dialplan.  At this point my agents show up in the queue as SIP/sbcm01/XXXX.  When I initially log in an agent and do a "show queues", they show up as invalid.  When I restart asterisk, they show up as not in use.  If I call the agents extension with a phone that is registered to FreePBX, their queue status also changes from invalid to not in use.  I cannot figure out why upon initial queuemetrics agent login that my agents join the queue as invalid.  I am admittedly very new to FreePBX so I apologize if I have forgot something obvious.

FreePBX version - 2.7.05
Asterisk Version - 1.4.31
Queuemetrics Version - 1.6.1

Thanks in advance for your help.

Regards,
Brendan Henry

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