inbound calls waiting too long to be answered

[fredsi]

Hi there,

we are starting to use QM online, here i got 2 problems:
1. I got an agent logged in with skill 120, he is available from realtime page, then i got a call come in to that skill. I can see it from realtime page, but keep waiting, it's not going to the agent -- i disconnected it at waiting time 4:21. this happened once in a while, most of the time, and most of other skills works fine. why is this happening?
2. I tried to monitor from the admin realtime page, i put in the monitor extension, it dials, i pick the call, but hear nothing. what should i configure to make it work? Another thing, how do i enable monitor for supervisor page?

Thanks.

[QueueMetrics]

About #1, call distribution is entirely up to Asterisk - so you should check what happened ta the Asterisk level.

About #2, you need to change the extensions_queuemetrics.conf file so that it suits the channel format you are using - it may be Agent/XXX or Local/XXX or SIP/XXX

[fredsi]

thank you. it works.

by the way, what's the difference between extension 11 and 14? from comments, it looks like 11 is for inbound calls and 14 for outbound, but i just changed 11 and it worked for both inbound and outbound.

thanks.

fred

[fredsi]

it's not work again.

i don't know what i did, the line in extension_queuemetrics.conf is still there:
exten => 11,6,ChanSpy(SIP/${QM_AGENT_CODE:6}@from-internal)

and from the asterisk console, i can see it runs:
   -- Executing [11@queuemetrics:6] ChanSpy("Local/4002@from-internal-5f89,1", "SIP/4046@from-internal") in new stack

the channel be monitored SIP/4046 is correct, but monitoring extension still show Local/4002. are there any other place need to be configured? thanks.

fred

[QueueMetrics]

No that's just there.

[fredsi]

so you said the configuration is correct? but i just hear a beep then silence, what could be wrong?

    -- Executing [11@queuemetrics:6] ChanSpy("Local/4002@from-internal-bd49,1", "SIP/4071@from-internal") in new stack
    -- <Local/4002@from-internal-bd49,1> Playing 'beep' (language 'en')

Thanks.

[QueueMetrics]

This is wrong:

Code: [Select]

ChanSpy(SIP/${QM_AGENT_CODE:6}@from-internal)
It should be:

Code: [Select]

ChanSpy(SIP/${QM_AGENT_CODE:6})

[fredsi]

thanks, it works.

[QueueMetrics]