Messages

16

QueueMetrics installation / Re: Upgraded to QM 1.6.3.0

« on: January 12, 2011, 12:33:39 »

I did that (I do it as part of a QueueMetrics upgrade). On our SLES 10 installation it is

Code: [Select]

rctomcat5 stop
cd /srv/www/tomcat5/base/work
rm -r Catalina
rctomcat5 start
I still have the problem 

• SLES (SuSE Linux Enterprise Server) 10 SP1
• tomcat5-5.0.30-27.9
• java-1_4_2-sun-1.4.2.13-0.2
• java-1_4_2-sun-devel-1.4.2.13-0.2

Tony

17

QueueMetrics installation / Upgraded to QM 1.6.3.0

« on: December 24, 2010, 08:35:53 »

Morning

I have upgraded our demo installation from QM 1.6.2.0 to 1.6.3.0

Partway down the report page I get

Service level agreement
java.lang.NoSuchMethodError: java.lang.Integer.valueOf(I)Ljava/lang/Integer;

-- Inner Exception --
Exception: java.lang.NoSuchMethodError
Error:
java.lang.Integer.valueOf(I)Ljava/lang/Integer;Stack trace:
java.lang.NoSuchMethodError: java.lang.Integer.valueOf(I)Ljava/lang/Integer;
   at it.loway.app.queuemetrics.asterisk.logs.logCodeLib.generaIntervalliSLA(logCodeLib.java:198)
   at it.loway.app.queuemetrics.caricamento.DataObjects.CallOkDO.computeServiceLevelAgreement(CallOkDO.java:212)
   at it.loway.app.queuemetrics.caricamento.DataObjects.CallOkDO.dispatch(CallOkDO.java:60)
   at org.apache.jsp.qm.results_005fp_005fanswered_jsp._jspService(results_005fp_005fanswered_jsp.java:932)
   at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
   at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
   at org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:324)
   at org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:292)
   at org.apache.jasper.servlet.JspServlet.service(JspServlet.java:236)
   at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
   at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252)
   at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173)
   at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:214)
   at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
   at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
   at org.apache.catalina.core.StandardContextValve.invokeInternal(StandardContextValve.java:198)
   at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:152)
   at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
   at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
   at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:137)
   at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
   at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:118)
   at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102)
   at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
   at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)
   at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
   at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
   at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:929)
   at org.apache.coyote.tomcat5.CoyoteAdapter.service(CoyoteAdapter.java:160)
   at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:799)
   at org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.processConnection(Http11Protocol.java:705)
   at org.apache.tomcat.util.net.TcpWorkerThread.runIt(PoolTcpEndpoint.java:577)
   at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:684)
   at java.lang.Thread.run(Thread.java:534)
-- End Inner Exception --

Looking forward to the fix...

Have a great Christmas!

Tony

18

Running QueueMetrics / Re: Using clustering

« on: May 20, 2010, 15:56:56 »

Not too sure what you mean by "How is your database storage set up?"

I have one MySQL server (qm01) with qloaderd.pl on each server (sip01, sip02, sip03, sip04 and pbx01) writing to uniquie partitions (P001, P002, P003, P004, P006 respectivly) in the same queue_log table. I have the magic "default.queue_log_file=cluster:*" in my config file and each of the server setup in "cluster.servers=sip01|sip02|sip03|sip04|pbx01" so "cluster.sip01.queuelog=sql:P001", "cluster.sip02.queuelog=sql:P002", etc

Is that what you are asking?

Tony

19

Running QueueMetrics / Using clustering

« on: May 19, 2010, 15:09:46 »

I have the following setup
sip01, sip02, sip03, sip04: four Asterisk servers supporting agents ourbound calls
pbx01: an asterisk server providing PBX functions and inbound calls
qm01: QM 1.6.0.2 server

The agents phones are registered to one of the sip servers (which one is determined by the extention number) so there is a random distribution of agents across the four servers.

All the QM logic is on pbx01. When an agent logs in, they select pbx01 and click the "Log on" button. The display reports "Agent is currently logged on..". This information is in partition P006. Pausing and log out also works this way. When the agent makes a call, the call comes from one of the sip server (partition P001-P004).

The agent's calls are only visible on the agent page when the sip server that made the call is selected. Is there a way to get a "consolidated view" on the agent page?

Tony

20

QueueMetrics installation / Agent wants to change her password

« on: April 20, 2010, 14:25:51 »

I have an agent who wants to be able to change her own password. The user (Agent/103) is a member of the class AGENTS. That class holds the following keys: AGENT CHPASSWD AGAW. Once she has logged in, I can not see anywhere for her to change her password, only the "inbound calls" and "licence information" sections are displayed.

This is QueueMetrics 1.6.0.2 (B: 2173 2010-03-31 09:57) on SLES 10.2

Thanks

Tony

21

Improving QueueMetrics / Re: Managed Wrap Time

« on: March 17, 2010, 10:03:47 »

Sounds like how they do it in the current system.

Any chance of this in a future version? Anything I can do to help?

Tony

22

Improving QueueMetrics / Managed Wrap Time

« on: March 16, 2010, 13:13:40 »

We have been approached by a call center who are interested in using Asterisk and QueueMetrics. They have an interesting view of wrap time and call it managed wrap time.

Essentially, if an agent pauses directly after a call, this pause time (which they call wrap time) is attached to the call; so each call has ring, talk and wrap time. This allows them to report on wrap time as it relates to the number of calls the agent / call center has taken.

Would it be possible to do something like this with QueueMetrics?

Tony

23

Running QueueMetrics / Force an agent to select a pause code

« on: January 22, 2010, 15:08:23 »

Is it possible to force an agent to select a pause code. i.e. prevent them from selecting the "blank" pause code.

24

Scripting QueueMetrics / Re: The year is not available in some reports

« on: January 13, 2010, 11:20:37 »

Fantastic!

Thanks for the help

Tony

25

Scripting QueueMetrics / The year is not available in some reports

« on: January 13, 2010, 08:07:15 »

Hi

One of our clients use this interface to feed certain data (XML_RPC_Value("DetailsDO.CallsOK"), XML_RPC_Value("DetailsDO.CallsKO"), XML_RPC_Value("DetailsDO.AgentSessions")) into a data warehouse. A prolem occurrs when we run a report that spans the end of the year. As the year does not appear to be provided, we have to infer the year and sometimes get this wrong which messes up the data in the data warehouse.

Would it be possible to provide a full date in a future release?

Tony

26

AGAW / Re: xmpp communications

« on: April 20, 2009, 16:52:48 »

Had tried Jabberd, Gajim and Psi; no luck.

Spark works great!

Thanks

Tony

27

AGAW / xmpp communications

« on: April 16, 2009, 12:12:19 »

Hi

Could you point me at getting xmpp communications working in conjunction with AGAW?

I have a local jabber server, and each agent has a jabber client on their workstation. I have configured the nickname in the agent page, but when testing, firefox says

xmpp is not a registered protocol

Do I need some other software?

Thanks

Tony

28

QueueMetrics installation / realtime.agent_button_4

« on: March 11, 2009, 14:40:40 »

Hi

What is the design behind the agent_button that calls the scretary in the shipped config. Here is what is in configuration.properties

realtime.agent_button_4.enabled=true
realtime.agent_button_4.caption=Secretary
realtime.agent_button_4.url=
realtime.agent_button_4.channel=Local/198@from-internal
realtime.agent_button_4.ext=200@ext-queue

I understand this to connect ext 198 to queue 200.

How do I customise this so that it connects to the agent that clicked the button?

Tony

29

QueueMetrics installation / Re: upgrading to 1.5.1

« on: February 26, 2009, 12:11:04 »

Fixed!!!

Many thanks for your speedy help!

Does QueueMetrics now require Java 1.5? if not, will this become a requirement in the short term?

Tony

30

QueueMetrics installation / Re: upgrading to 1.5.1

« on: February 26, 2009, 06:38:39 »

There is no stack trace. I can sucsessfully login as an agent, but when I click on the "show calls for agent/1234" link, I get a page that only displays this message

HTTP Status 404 - /$WEBAPP/sys_errore.jsp

type Status report

message /$WEBAPP/sys_errore.jsp

description The requested resource (/$WEBAPP/sys_errore.jsp) is not available.
Apache Tomcat/5.0

log2009-02-26.txt says the following

StandardContext[/QueueMetrics]LowayTransactionController: [B426AE28BDF6B27B45C66982199CA7F9] Tempo totale esecuzione verbo 'qm_start': 54 ms
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.autenticazione.caricaDatiIniziali
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.autenticazione.caricaDatiIniziali
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.autenticazione.caricaLingueAmmesse
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.autenticazione.caricaLingueAmmesse
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.oq.caricaCodeOutbound
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.oq.caricaCodeOutbound
StandardContext[/QueueMetrics]LowayTransactionController: [B426AE28BDF6B27B45C66982199CA7F9] Tempo totale esecuzione verbo 'qm_start2': 145 ms
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.validazione.logon
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.validazione.logon
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.autenticazione.effettuaLogOn
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] User 'agent/100' belongs to class '4'
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] User 'agent/100' owns keys 'AGENT CHPASSWD'
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.autenticazione.effettuaLogOn
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.autenticazione.caricaDatiIniziali
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.autenticazione.caricaDatiIniziali
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.oq.caricaCodeOutbound
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.oq.caricaCodeOutbound
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.autenticazione.testNLicMod
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Checking CryFeatIniter... Override?false
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Check Completed OK
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.autenticazione.testNLicMod
StandardContext[/QueueMetrics]LowayTransactionController: [B426AE28BDF6B27B45C66982199CA7F9] Tempo totale esecuzione verbo 'qm_autentica': 49 ms
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.liveData.changeAgentServer
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.liveData.changeAgentServer
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.liveData.agentLive
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9]  Modo SQL - preset: '1' - partition: 'P000'
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9]  - Rewriting of Local/XXX@ext channels
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Fine classe it.loway.app.queuemetrics.liveData.agentLive
StandardContext[/QueueMetrics][B426AE28BDF6B27B45C66982199CA7F9] Inizio classe it.loway.app.queuemetrics.liveData.agentLiveExtendedInfo
StandardContext[/QueueMetrics]LowayTransactionController: [B426AE28BDF6B27B45C66982199CA7F9] [ERR] -- Inner Exception --
Exception: java.lang.NoSuchMethodError
Error:
java.lang.String.contains(Ljava/lang/CharSequence;)ZStack trace:
java.lang.NoSuchMethodError: java.lang.String.contains(Ljava/lang/CharSequence;)Z
        at it.loway.app.queuemetrics.liveData.agentLiveExtendedInfo.GetAgentQueues(agentLiveExtendedInfo.java:119)
        at it.loway.app.queuemetrics.liveData.agentLiveExtendedInfo.doRun(agentLiveExtendedInfo.java:74)
        at it.loway.tpf.transaction.servlets.LowayTransactionController.serveRequest(Unknown Source)
        at it.loway.tpf.transaction.servlets.LowayTransactionController.serveRequestWrapper(Unknown Source)
        at it.loway.tpf.transaction.servlets.LowayTransactionController.doPost(Unknown Source)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:763)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:214)
        at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
        at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
        at org.apache.catalina.core.StandardContextValve.invokeInternal(StandardContextValve.java:198)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:152)
        at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
        at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:137)
        at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:118)
        at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102)
        at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
        at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)
        at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104)
        at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520)
        at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:929)
        at org.apache.coyote.tomcat5.CoyoteAdapter.service(CoyoteAdapter.java:160)
        at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:799)
        at org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.processConnection(Http11Protocol.java:705)
        at org.apache.tomcat.util.net.TcpWorkerThread.runIt(PoolTcpEndpoint.java:577)
        at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:684)
        at java.lang.Thread.run(Thread.java:534)
-- End Inner Exception --