Topics

1

QueueMetrics installation / Track inbound direct call (outside of an inbound queue)

« on: July 30, 2010, 15:09:06 »

Hi,

I have a group of users, members in a queue, who will give out their direct number for callback.  These direct inbound calls obviously don't appear in queue stats.  Their manager would like their call activity to be recorded and reported.

Has this already been done and I just can't find the thread?

My initial thought was to add a queue and put his agents into the queue (9999) named Direct Inbound.  In the dialplan [from-pstn-custom] I'd use the DID to determine the extension and look in QUEUE_MEMBER_LIST(9999).  If the extension is logged into the queue, I'd setup the QDIALER_ vars and pass the call to qm-queuedial (like for outbound) to log and connect the call.

[Yes, a CDR report is probably a better solution for these calls, but then the manager has to use two systems and it really needs to be simple for him.]

FreePBX 2.7
QueueMetrics 1.6.0.3

Thoughts, ideas, pointers?

Thanks!

2

Outbound and QueueMetrics / More 1.6 integration issues

« on: July 28, 2010, 18:55:49 »

Greetings,

We're using the queueDial.agi script with some success presently for outbound queues.  When we moved to 1.6 we kept the agi script because it seemed to work and there were enough other other variables changing.  I'm looking to correct this now.

First issue:  Local/xxxx@ext vs. Agent/xxxx

I understand I can change the property to rewrite the entries with:

Code: [Select]

# Rewrites Local/XXX@ext channels in the format Agent/XXX
default.rewriteLocalChannels=true
Do I need to do anything to the legacy entries in the database when I make this change (and restart queuemetrics)? Obviously I have to update each agent's configuration, but we really don't want to lose their data with this change.

Second issue:  ADDMEMBER/REMOVEMEMBER vs. Asterisk

Presently most agents log into multiple queues depending on which skillset they're supporting plus the overflow queues.  The agents log to each queue in via a GUI app on their phone (Aastra) which updates ASTDB.  We also have agents who are static members of other queues.  Is there a problem with agents continuing using this interface?

Thanks!

Configuration:
asterisk 1.6.2.7
freepbx 2.7 (could update to 2.8, if it matters)
aastra xml 2.3.0
queuemetrics 1.6.0.3 (installed on separate system than PBX, if it matters)