Messages

1

General Asterisk configuration / Re: AgentCallBackLogin replacement for Asterisk 1.6

« on: August 19, 2010, 09:35:49 »

Using this code as a basis, I have made a number of code updates and improvements (tailored specifically for the FreePBX dialplan) on the base code supplied above, including:

• Addition of a *5 feature code to allow agent to query their status
• Agent validation check, which means that agents not in any queues (or IDs entered that are invalid) will not be allowed to login
• Support for multiple channel types (Dahdi, SIP, IAX)

In addition, I have written a small and admittedly very hacky FreePBX v2 module to ease administration of dynamic agents.

This is tested only on FreePBX 2.6 running Asterisk 1.6.1 and 1.6.2. Some corners were cut in churning out this project quickly. A slightly non-standard ways of generating dialplan code was used, as well as a hacky method of detecting agent state. Agent passwords are not supported at this time.

I have provided a more complete description of the module and its limitations here:

http://www.fluentstream.com/blog/2010/08/18/4-fluentstream-technologies-releases-freepbx-dynamic-agent-management-tool

I hope this helps out anyone that is looking for dynamic agent functionality.  Let me know if there are any comments or questions on this.

Best,

Josh

2

Improving QueueMetrics / "Multi-modal" contact center reporting - live chat

« on: April 16, 2010, 01:42:28 »

Warning: this might belong in the Open QueueMetrics Addons forum instead...

We have been approached a time or two about a unified reporting for the multi-modal contact center concept.  These contact centers use a combination of voice, chat, email, etc... to communicate, but would like a single pane of glass for reporting.

Since many of these are Asterisk / QM based already, what kind of an addition to QueueMetrics would adding tracking of LiveChat functionality, for instance?  What we would like is for realtime and ad hoc reporting to reflect not only time on call but time "in chat" with a "live help" button as well as the normal voice queue metrics.

I'll admit that this idea isn't fully baked at this point, but I've heard it enough that I'm considering a proof of concept around this.  I'm not 100% convinced that QM is the solution, but if anyone else out there is considering this, let me know.

Anyone from the QueueMetrics side of the house thought about this?

TIA!

3

QueueMetrics installation / Multiple SIP Trunks in QM 1.5.3 + Trixbox 2.6.2.2 Setup

« on: June 16, 2009, 23:51:42 »

I have a setup of Trixbox 2.6 with QM 1.5.3.  The box has multiple SIP trunk providers.  The installation is basically vanilla, with the modification made in the extensions_queuemetrics.conf for the SIP trunking provider's name as defined by FreePBX.

There are a couple problems with this setup:

1.  Cannot failover to secondary provider.  As the queuemetrics dial macro only references my primary SIP trunking provider's name, I can't fail over to a secondary box if that functionality was needed.

2.  Using this setup, the "maximum channels" functionality breaks when a mixture of calls are dialed.  Because an additional trunk is defined from a FreePBX perspective, the maximum channels allowed doesn't work as expected.  When a mixture of 8xxx-out and 9-out calls are dialed, there can be busy tones given off the primary SIP trunking provider, due to incorrectly calculating the number of actual calls across the trunk itself (which now doesn't match up with the Trunk definition in FreePBX).

There are scriptable solutions to these problems, but I'm wondering if there's a chance that this is being considered for a more formal solution.  Or has anyone else encountered and solved these to this point?

Thanks in advance.

4

Scripting QueueMetrics / Custom View: Automated Refresh of Agents on Queue Report

« on: May 27, 2009, 17:47:15 »

I am looking for a "realtime" version of the Agents on Queue report.

The use case is an outbound only call center.  The manager wants to see a realtime updated report throughout the day of Number of Calls, Average Call Time, and Agents.  This should be whiteboard-ready and able to be refreshed automatically throughout the day.

Has anyone tackled this one before me?  Thoughts on the best approach?

5

QueueMetrics installation / Re: No queues found. Check your datasource validity

« on: May 22, 2009, 08:15:30 »

Ditto.  Also having an identical problem with the same configuration.