Messages

46

QueueMetrics installation / Adding new QA Items

« on: June 24, 2008, 15:32:35 »

If I edit an existing QA Item and then go on to create a new item, I get the screen below

• I can not enter an engagement code
• The text at the bottom shows that this uncreated code belongs to existing lists
• I can not save the new item

However, if I create the new item before editing an exisiting one, the system works as expected.

Tony

47

Realtime Live / Re: Extension column in Agent Table

« on: June 17, 2008, 11:41:29 »

Excellect!!

So I have combined suggestions from page 127 and page 140 of your manual and rewritten queumetrics,20 and queuemetrics,21 along the following lines

; EXTEN 20
;  QueueMetrics Agent Login
;  This extension logs in a call-back agent. The variables AGENTCODE and
;  AGENT_EXT are defined. Please note that for this to work properly, there
;  must be no password set on the Asterisk agent.
exten => 20,1,NoOp(QM: Logging on Agent/${AGENTCODE} to extension ${AGENT_EXT})
exten => 20,n,Answer()

exten => 20,n,GotoIf($[x${AGENT_EXT} = x]?hangup)

exten => 20,n,Set(DB(QM/Agent/${AGENTCODE})=${AGENT_EXT})
exten => 20,n,Set(DB(QM/Exten/${AGENT_EXT})=${AGENTCODE})
exten => 20,n,Set(DB(QM/AgentLogin/${AGENTCODE})=${EPOCH})
exten => 20,n,QueueLog(NONE,${UNIQUEID},Agent/${AGENTCODE},AGENTCALLBACKLOGIN,SIP/${AGENT_EXT})

...

exten => 20,n(hangup),Hangup()

; EXTEN 21
;  QueueMetrics Agent logoff
;  This extension logs off an agent. The variable AGENTCODE is defined.
exten => 21,1,NoOp(QM: Logging off Agent/${AGENTCODE})
exten => 21,n,Answer()

...

exten => 21,n,Set(AGENTLOGIN=${DB(QM/AgentLogin/${AGENTCODE})})
exten => 21,n,GotoIf($[0${AGENTLOGIN}=0]?startnow)
exten => 21,n,Set(LOGONTIME=$[${EPOCH} - ${AGENTLOGIN}])
exten => 21,n,Goto(logagentoff)
exten => 21,n(startnow),Set(LOGONTIME=0)
exten => 21,n(logagentoff),QueueLog(${QUEUENUMBER},${UNIQUEID},Agent/${AGENTCODE},AGENTCALLBACKLOGOFF,SIP/${DB(QM/Agent/${AGENTCODE})},${LOGONTIME},0)

exten => 21,n,DBDel(QM/Exten/${DB(QM/Agent/${AGENTCODE})})
exten => 21,n,DBDel(QM/Agent/${AGENTCODE})

exten => 21,n,MYSQL(Disconnect ${connid})
exten => 21,n,Hangup()

48

Realtime Live / Re: Attention Levels and Alarms

« on: June 17, 2008, 11:28:06 »

Yes, works as advertised - client is happy.

Many thanks again

49

Realtime Live / Re: Attention Levels and Alarms

« on: June 17, 2008, 09:25:12 »

Many thanks

50

Realtime Live / Attention Levels and Alarms

« on: June 13, 2008, 12:35:28 »

I have had this raised with me by one of our customers. It appears that if you set an attention level for a queue for call wait duration, when the call is answered the alarm continues to play on each reload. I understand why this is happening as there is a call being displayed that had a wait time of more than the attention level.

My customer points out that once the call is answered, he can do nothing about reducing the wait time. The alarm has done its job and alerted him to the fact that there is a call waiting. Once the call is answered, he would like the alarm to stop as it continues throughout the remainder of the call.

Have we understood this correctly? Is there anything we / you can do to address this?

51

Realtime Live / Re: Extension column in Agent Table

« on: June 13, 2008, 10:04:12 »

That is not a problem for me. I have the skills to alter the asterisk code to add this information into queue_log.

What I am trying to find out is what do I need to add to get the information displayed. If I simulate (as per my previous post) adding the information to ADDMEMBER, it makes no difference to QueueMetrics.

Please can you tell me how to get the extention to display on the Realtime page.

52

Realtime Live / Re: Extension column in Agent Table

« on: June 12, 2008, 09:41:25 »

Correct, the ADDMEMBER (in standard asterisk) does not provide that, but I can make it.

Our call centres use the QueueMetrics "Log on" and "Log off" buttons to login to the queues. This provides a field for the extention number - which we use to support hot-desking. From time to time agents put the wrong thing in there. I would like what they put in there to show up on the RealTime screen.

I have put information into queue_log in an attempt to make QueueMetrics display the extension (e.g. update queue_log set data1="1234" where verb="ADDMEMBER"). After executing this, the Extension column is still blank.

I see this as an added piece of management information and would like to try and get it working.

53

Realtime Live / Extension column in Agent Table

« on: June 10, 2008, 10:53:13 »

How can I get QueueMetrics to populate the Extension column in the Agent Table of the Realtime page with the current extension of dynamic agents? I am useing AddQueueMember to add the agent to the queue.

I guess it will be information that needs to be logged in queue_log......

54

Outbound and QueueMetrics / Re: EXPERIMENTAL: replace the queueDial.agi with a pure-scripting solution

« on: June 06, 2008, 16:59:34 »

How about the following

....
exten => _X.,n,System(echo "${ST}|${UNIQUEID}|${MY_QUE}|${MY_AGENT}|ENTERQUEUE|-|${MY_NUM}" >>/var/log/asterisk/queue_log)
exten => _X.,n,Dial(${MY_TECH}${MY_NUM},30,M(queuedial-answer^${UNIQUEID}^${GM}^${MY_QUE}^${MY_AGENT}^${ST})g)
exten => _X.,n,Set(REMOTEHANGUP=YES)
exten => _X.,n,Hangup()
....

and

....
; call answered
exten => h,n(case-A),Set(WT=$[${GLOBAL(${GM}ans)} - ${ST}])
exten => h,n,Set(CT=$[${EPOCH} - ${GLOBAL(${GM}ans)}])
exten => h,n,GotoIf($[x${REMOTEHANGUP}=xYES]?remote)
exten => h,n,System(echo "${EPOCH}|${UNIQUEID}|${MY_QUE}|${MY_AGENT}|COMPLETEAGENT|${WT}|${CT}" >> /var/log/asterisk/queue_log)
exten => h,n,Hangup()
exten => h,n(remote),System(echo "${EPOCH}|${UNIQUEID}|${MY_QUE}|${MY_AGENT}|COMPLETECALLER|${WT}|${CT}" >> /var/log/asterisk/queue_log)
exten => h,n,Hangup()
....

The g option to Dial makes asterisk continue dialplan processing after the call is terminated. If Dial does not return, it is because the agent hungup and the channel has disappeared. If it does return it is because the called person has hung up as the agent channel still exists.

Many thanks for this replacement for the AGI script. It will solve a lot of work arounds I was doing (e.g. integrating the trunk with FreePBX, etc)

Tony