QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: gap712 on December 17, 2009, 15:47:57

Title: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: gap712 on December 17, 2009, 15:47:57

Hi

 I am running Asterisk 1.6.1.9 and Queuemetrics 1.5.3. They were instaled in two separates servers,
and I am using qloader.


 I have a problem with Realtime Call center. The agents part is working fine. I can see when they login and logout,and the pause status and codes. But i can't see any calls witch are procesed by the queue.

 In the reports I can see all the calls answered and unaswered.


 Same configurations works fine with Asterisk 1.4.X and Queuemetrics 1.5.3.


This is what i get from the asterisk console

VEe01astCC1*CLI> queue show VEcc
VEcc         has 1 calls (max unlimited) in 'rrmemory' strategy (45s holdtime), W:0, C:9, A:25, SL:100.0% within 86400s
   Members:
      SIP/001 (Unavailable) has taken no calls yet
   Callers:
      1. SIP/711-b7d3d8b0 (wait: 3:09, prio: 0)

VEe01astCC1*CLI>



This is the same call in /var/log/asterisk/queue_log

1261057337|1261057337.329|VEcc|NONE|ENTERQUEUE||711
1261057560|1261057337.329|VEcc|NONE|ABANDON|1|1|223


The part from the extensions.conf when the queue is calling

exten => s,1,Queue(${COLA1})
exten => s,n,System( echo "${EPOCH}|${UNIQUEID}|${COLA1}|NONE|EXITCODE|${QUEUESTATUS}" >> /var/log/asterisk/queue_log )

Could you please give any ideas to solve this situation. :-[

 Thanks

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: QueueMetrics on December 21, 2009, 09:16:25

Try and make sure that you are monitoring for queue "vecc" all written lowercase.
Do you see the same calsl in a report, or nothing at all? the log seems OK.

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: gap712 on December 21, 2009, 22:04:06

Hi
 
 I did what you said and i still can't see the calls.

 I can see the calls in the reports, It does not show only in the realtime monitoring

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: QueueMetrics on December 22, 2009, 16:16:57

Are you sure that the clocks of the Qm and Asterisk servers are aligned?

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: gap712 on December 23, 2009, 19:32:45

Yes they are   ???

What else can I check?

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: QueueMetrics on December 23, 2009, 21:47:09

Three things can go wrong:
- you are not monitoring the correct queue, or
- you are not monitoring the correct partition, or
- the clock or timezone is wrong, so QM sees data but thinks it's old or future

Reports work fine, correct?

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: mudslide567 on January 15, 2010, 17:08:43

this will not help much but this looks amazingly similar to my issue (http://forum.queuemetrics.com/index.php?topic=753.0) on asterisk 1.4.2x with QM on the same server.  In my case, agent activity is all good but calls show up with the ENTERQUEUE event but as soon as CONNECT is logged, the call disappears completely from the realtime report.

all the historical reports are fine and if you pull a detail report, it will show ongoing calls accurately even though it does not show up on the realtime page.

you included a log snippet but it was for a call that was abandoned.  can you show a snippet for a call that was answered and completed successfully?

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: gap712 on January 19, 2010, 20:32:13

Hi

 Now my problem is different. If an agent answers the call, it is show in the Realtime Monitoring, and I can see that agent busy for a call. But, the time the call is waiting for an agent or if it is not answered, I can not see the call.

 Also the time that is show in the realtime monitoring, when a call is answered, is 30 minutes lower than the time from the asterisk and the queuemetrics (then QM shows like the call has more than 30 minutes waiting). But when i watch the reports the times are fine.
 
 There is no diference in time between QM and asterisk. All the calls answered and unaswered are fine in the reports.

 These are some logs from the queue, now it is call contacto. The first log (ID 1263925517.28) is an aswered call, the other two are abandon calls.
1263926236|CLI|contacto|SIP/355|ADDMEMBER|
1263926241|1263925517.28|contacto|SIP/355|CONNECT|720|1263926237.30
1263926620|1263925517.28|contacto|SIP/355|COMPLETEAGENT|720|379|1
1263926620|1263925517.28|contacto|NONE|EXITHANGUP|
1263926668|1263926664.31|contacto|NONE|ENTERQUEUE||354
1263926671|1263926664.31|contacto|SIP/355|RINGNOANSWER|3000
1263926676|1263926664.31|contacto|NONE|ABANDON|1|1|8
1263926676|1263926664.31|contacto|NONE|EXITHANGUP|
1263927283|CLI|contacto|SIP/355|REMOVEMEMBER|
1263927291|1263927287.33|contacto|NONE|ENTERQUEUE||354
1263927360|1263927287.33|contacto|NONE|ABANDON|1|1|69
1263927360|1263927287.33|contacto|NONE|EXITHANGUP|

Thanks

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: QueueMetrics on January 22, 2010, 15:27:02

This means that the time stamp of Asterisk and QM are off by 30 minutes.

Title: Re: Problems with Asterisk 1.6 in the Realtime Call Center monitoring
Post by: QueueMetrics on March 01, 2010, 09:14:28

Yes you need a way to know WHICH call is to be monitored.