Topics

1

Running QueueMetrics / Recorded files don't show in the details of a call why?

« on: January 06, 2012, 16:16:44 »

Hi everyone,

I know that all of my calls are recorded but QM doesn't show them. Where to look to diagnose?

Thanks

2

Running QueueMetrics / Bug in GUI - 5 calls waiting but only 3 calls show in GUI

« on: August 02, 2011, 21:32:31 »

Hello,

Latest Queuemetrics with install of Espresso on Piaf is what I have. If you check below you see that "queue show" command shows 5 people waiting for agents but the GUI shows only three calls waiting. THIS IS A SERIOUS BUG. PLEASE COMMENT.

Code: [Select]

498 has 5 calls (max unlimited) in 'ringall' strategy (1766s holdtime, 810s talktime), W:0, C:11, A:21, SL:0.0% within 60s
   Members:
      Local/368@from-internal/n (dynamic) (paused) (Not in use) has taken 4 calls (last was 1001 secs ago)
      Local/367@from-internal/n (dynamic) (paused) (Not in use) has taken 3 calls (last was 2265 secs ago)
      Local/366@from-internal/n (dynamic) (paused) (Not in use) has taken no calls yet
      Local/362@from-internal/n (dynamic) (paused) (Not in use) has taken 4 calls (last was 2275 secs ago)
   Callers:
      1. DAHDI/1-1 (wait: 46:10, prio: 0)
      2. DAHDI/6-1 (wait: 30:18, prio: 0)
      3. DAHDI/4-1 (wait: 7:20, prio: 0)
      4. DAHDI/2-1 (wait: 7:04, prio: 0)
      5. DAHDI/5-1 (wait: 6:03, prio: 0)

3

QueueMetrics installation / Queuemetrics doesn't restart using the RESTART service - help please

« on: July 29, 2011, 05:47:57 »

Hello,

I installed QM latest 1.7.1.0 using Espresso for PiaF but I am seeing a few troubles.

1- When trying to do:

service queuemetrics restart

The service doesn't seem to be able to stop but it moves on once I press CTRL+C and then everything is good. This is what I see:

Code: [Select]

root@pbx:~ $ service queuemetrics restart
Stopping QueueMetrics: Using CATALINA_BASE:   /usr/local/queuemetrics/tomcat
Using CATALINA_HOME:   /usr/local/queuemetrics/tomcat
Using CATALINA_TMPDIR: /usr/local/queuemetrics/tomcat/temp
Using JAVA_HOME:       /usr/local/queuemetrics/java
[b]Pressing CTRL+C at this time since it gets stuck here for ever.[/b]
Starting QueueMetrics:  Using CATALINA_BASE:   /usr/local/queuemetrics/tomcat
Using CATALINA_HOME:   /usr/local/queuemetrics/tomcat
Using CATALINA_TMPDIR: /usr/local/queuemetrics/tomcat/temp
Using JAVA_HOME:       /usr/local/queuemetrics/java
2- Something is wrong with Qloader with Espresso, today Asterisk was going crazy with repeated messages that queue_log file is too big and I seen thousands of /var/log/asterisk/full.2342, full.2333, full.2829 etc....files in the /var/log/asterisk/folder. I am not sure what caused this but qloader should have been installed by Espresso and should have had all configured fine. What should I do to check everything is fine?

Here is the file sizes:

Code: [Select]

-rw-rw----  1 asterisk asterisk   139753 Jul 29 00:41 qloaderd.log
-rw-rw-r--  1 asterisk asterisk    71279 Jul 24 03:48 qloaderd.log.1
-rw-rw----  1 asterisk asterisk  5631846 Jul 29 00:42 queue_log
-rw-rw----  1 asterisk asterisk  3604690 Jul 24 04:02 queue_log.1
-rw-rw-r--  1 asterisk asterisk    12608 Jul 17 04:02 queue_log.2

Thanks

4

Running QueueMetrics / Payroll - Where can I see the total hours minus the Lunch break?

« on: May 31, 2011, 00:00:13 »

Hi everyone,

I am just looking at a payroll report for today and I see that Agent was working for 8 hours and took 30 minutes lunch (which is a non-billable pause code for us). So, the total should show as 7 hours and 30 minutes when I run the report. But it shows 8 hours.

Can someone please confirm how this should work?

Thanks

5

Running QueueMetrics / Switching between pause codes has a bug - One MUST un-pause before switching!

« on: May 18, 2011, 04:36:05 »

Hello,

This is a situation that I think applies to every call center.

1- Employee goes on PAUSE CODE - Break (paid time) for 5 minutes
2- Employee then decides to go on PAUSE CODE - Lunch (unpaid time) - for 30 minutes

So he/she clicks the relative pause codes in the same order as above without using the UNPAUSE button and guess what happens? the system only logs BREAK for 35 minute of paid time. This is an employer rip off or it could be employee rip off :-(

Can this be fixed on an emergency basis since this is really bad and was brought to my attention today.

P.S. Employee should be allowed to switch from PAUSE code to PAUSE code without unpausing because if they unpause they might start receiving calls and there are tons of other reasons why one might want to switch from code to code without unpausing.

Regards,

6

Running QueueMetrics / Outbound not being recorded

« on: April 26, 2011, 08:22:47 »

Hi Everyone,

Earlier in the evening I got OUTBOUND working through a queue and for few minutes I had calls recording as well. Now, I don't know what I changed and I can only see the call was made but no recording was made. I am wondering if MixMonitor requires Answer() as a pre-requisite. Can someone please post the working configs. I have tried the ones in the manual but it doesn't seem to work anymore (very strange). Basically MixMonitor is not recording for some odd reason even though CLI doesn't show any stop at MixMonitor line.

490 is the Queue that was created in FreePBX (Piaf).

Code: [Select]

[queuedial]
; this piece of dialplan is just a calling hook into
; the [qm-queuedial] context that actually does the
; outbound dialing - replace as needed - just fill in the
; same variables.
exten => _XXX.,1,Set(QDIALER_QUEUE=q-${EXTEN:0:3})
exten => _XXX.,n,Set(QDIALER_NUMBER=${EXTEN:3})
exten => _XXX.,n,Set(QDIALER_AGENT=Agent/${CALLERID(num)})
exten => _XXX.,n,Set(QDIALER_CHANNEL=ZAP/g0/${QDIALER_NUMBER})
exten => _XXX.,n,Set(QueueName=${QDIALER_QUEUE})
exten => _XXX.,n,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV|b|)
exten => _XXX.,n,Goto(qm-queuedial,s,1)
Asterisk CLI output:

Code: [Select]

-- Executing [4904166356574@queuedial:1] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_QUEUE=q-490") in new stack
    -- Executing [4904166356574@queuedial:2] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_NUMBER=4166356574") in new stack
    -- Executing [4904166356574@queuedial:3] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_AGENT=Agent/361") in new stack
    -- Executing [4904166356574@queuedial:4] Set("Local/4904166356574@queuedial-cd78,2", "QDIALER_CHANNEL=ZAP/g0/4166356574") in new stack
    -- Executing [4904166356574@queuedial:5] Set("Local/4904166356574@queuedial-cd78,2", "QueueName=q-490") in new stack
    -- Executing [4904166356574@queuedial:6] MixMonitor("Local/4904166356574@queuedial-cd78,2", "Q-q-490-1303798201.361148.WAV|b|") in new stack
    -- Executing [4904166356574@queuedial:7] Goto("Local/4904166356574@queuedial-cd78,2", "qm-queuedial|s|1") in new stack
    -- Goto (qm-queuedial,s,1)
    -- Executing [s@qm-queuedial:1] NoOp("Local/4904166356574@queuedial-cd78,2", " "Outbound call - A:Agent/361 N:4166356574 Q:q-490 Ch:ZAP/g0/4166356574" ") in new stack
    -- Executing [s@qm-queuedial:2] Set("Local/4904166356574@queuedial-cd78,2", "CDR(accountcode)=QDIALAGI") in new stack
    -- Executing [s@qm-queuedial:3] Set("Local/4904166356574@queuedial-cd78,2", "ST=1303798201") in new stack
    -- Executing [s@qm-queuedial:4] Set("Local/4904166356574@queuedial-cd78,2", "GM=QDV-Agent/361") in new stack
    -- Executing [s@qm-queuedial:5] Set("Local/4904166356574@queuedial-cd78,2", "GLOBAL(QDV-Agent/361)=U") in new stack
  == Setting global variable 'QDV-Agent/361' to 'U'
    -- Executing [s@qm-queuedial:6] Set("Local/4904166356574@queuedial-cd78,2", "GLOBAL(QDV-Agent/361ans)=0") in new stack
  == Setting global variable 'QDV-Agent/361ans' to '0'
    -- Executing [s@qm-queuedial:7] Macro("Local/4904166356574@queuedial-cd78,2", "queuelog|1303798201|1303798201.361148|q-490|Agent/361|CALLOUTBOUND||4166356574") in new stack
    -- Executing [s@macro-queuelog:1] QueueLog("Local/4904166356574@queuedial-cd78,2", "q-490|1303798201.361148|Agent/361|CALLOUTBOUND||4166356574|") in new stack
       -- Executing [s@qm-queuedial:9] Dial("Local/4904166356574@queuedial-cd78,2", "ZAP/g0/4166356574|300|gM(queuedial-answer^1303798201.361148^QDV-Agent/361^q-490^Agent/361^1303798201)") in new stack
    -- Requested transfer capability: 0x00 - SPEECH
    -- Called g0/4166356574
Your input is much appreciated.

7

Running QueueMetrics / Best way to implement Outbound Campaign calls using FreePBX?

« on: April 06, 2011, 08:40:24 »

Hi Everyone,

This is the only reference I see to outbound campaign calls. The only reason we want to use outbound campaign is because we want a reference to the recordings and also to make life easier for agent so they don't have to press PAUSE each time they make an outbound call.

http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s23.html#_defining_outbound_queues_campaigns

The reference above very briefly touches on creating a dial-plan. It doesn't take into effect the complexity of FreePBX and how the outbound dialing rules in it's Outbound Routes might effect this.

Can someone who has configured FreePBX (PBXinaflash, Elastix, Trixbox) along with QM for outbound campaigns please shed some light as to which files were tampered and what dial-plans you put in place to least tamper with the FreePBX ecosystem.

Would it be possible to do this using Custom string and Custom trunks at all? (good to keep things in the GUI all the time - better administration possible)

Much appreciated. Thanks

8

Running QueueMetrics / Is it possible to see Extension being called as it's ringed?

« on: April 06, 2011, 07:03:15 »

Hello,

Am I missing something or is the Wall-board not capable of showing what Extension is being ringed? As a call comes in, I see the call in Wait and I hear an extension ringing but I can't see the extension number on the Wall-Board.

Am I missing a parameter in the configuration file or is it not supported at all?

I think this adds a very much needed feature to the system because one can literally see which Agent is lazy and not picking up the phone specially in a system where Agents do not have a time and they must pick up a call. This also helps with troubleshooting calls that are lost or not picked up.

Currently Wall-board only shows Extension number if a call is CONNECTED and ANSWERED and not when it's ringing.

Please shed some light on it.

Thanks

9

General Asterisk configuration / Something weired with Queue call distribution - Why is there unfair call distri?

« on: January 31, 2011, 20:35:23 »

Hi Everyone,

I have the Queues setup in FreePBX to Leastrecent strategy. I have a problem that I see a call that was waiting only 10 minutes was picked up before a call that was waiting for more than 20 minutes. Following is the records from Queuemetrics and FreePBX:


QueueMetrics records:

Code: [Select]

Date                  Caller   Queue   Wait   Duration    Pos.      Disconnection   Handled by   Attempts    
01/31 - 13:37:14 4444444444 Russian 10:44   1:23         5 Agent        Agent/367        1
01/31 - 13:35:39 7777777777 Russian 20:11   0:06         3 Caller        Agent/370        1
Corresponding FreePBX records:

Code: [Select]

Calldate                 Channel         Source               Clid                              Dst     Disposition     Duration
2011-01-31 13:47:56 Local/367@... 4444444444 "M11:RuQ: 44444444444" <44444444444> 367 ANSWERED 01:25
2011-01-31 13:36:29 Zap/6-1... 4444444444 "RuQ: 44444444444" <44444444444>        498 ANSWERED 12:52

2011-01-31 13:55:48 Local/370@... 7777777777 "M21:RuQ: 7777777777" <7777777777> 370 ANSWERED 00:08
2011-01-31 13:35:05 Zap/3-1... 7777777777 "RuQ: 7777777777" <7777777777>        498 ANSWERED 20:51
Queue Russian is 498 by number. As you can see Caller number 4444444444 was waiting for 20 minutes and entered the queue before Caller number 7777777777 and yet it was answered 10 minutes after the Caller 444444444. In fact 7777777777 should have been answered first.

As per above FreePBX reports I don't also see any attempts on other extensions so it is not a case of agent not picking up the phone. Both calls were picked up with the first attempt. Of course this is a very busy queue as you can see with the wait times but when an extension becomes available it should be assigned to the longest waiting call shouldn't it?

Any clarifications would be appreciated.

Following is how the queue is setup which is Leastrecent for strategy:






Thanks,

10

Running QueueMetrics / Bug #1202 - Agent MUST set a pause reason - STILL AN ISSUE

« on: January 13, 2011, 23:56:28 »

Even with the claim of fixing it, this bug still exists. An agent can pick up "-" simply dash as the reason code for a PAUSE CODE. This shouldn't be allowed and that is why the Bug #1202 was created. It's claimed to have been fixed in the latest version but it's not.

11

Running QueueMetrics / How to get a report of a pause code only?

« on: January 13, 2011, 23:49:17 »

Hi,

Is there any way to get just report of a custom PAUSE code that I created? I want to see how many of the agents used LUNCH BREAK pause code this this month and for how long.

Please detail a bit.

Thanks

12

Running QueueMetrics / Bounty for logging reports via XML-RPC to MySQL - $200

« on: January 12, 2011, 18:40:55 »

Hi Everyone,

We have a bounty for a php or perl programmer who can code a program to take a dump of all the report data available on QueueMetrics on daily basis (run every night at 111:59:59 P.M.) and organize them into a table for future use.

This is needed since QueueMetrics doesn't log reports to MySQL or doesn't do it in a humane readable way due to I don't know what...

I can take care of the cron part the program as long as the program does fetch the data via XML-RPC and writes it to MySQL.

This is an asap project.

Thanks

13

Running QueueMetrics / XML-RPC examples using Python?

« on: December 15, 2010, 16:20:14 »

Hi Everyone,

Are there any other examples or parts of the code that others done using Python? I have looked at the sample and it's not enough to get me going. Please give me links or share your code kindly.

Thanks

14

General Asterisk configuration / Comperhensive QM collected data to be recorded in SQL database via XML API?!

« on: December 09, 2010, 20:22:54 »

Hello Everyone,

I want to save the data that QM collects into a SQL table. I understand that due to it's closed nature XML must be used. I also understand that many people here may tried doing something similar or have custom reports. I am wondering if there are any of such coders here that have shared their code on the forum or put it under GNU so we can use it.

My coder is asking for all the information such as who the call go to, it's duration, wait time, abandon rates, etc....to be in a SQL table for him to grab it and integrate it into FLEX/FLASH.

I guess I am looking for a comprehensive, all possible values that are possible to collect to be grabbed using XML in real-time and to be put in SQL.

Any pointers are much appreciated.

Thanks,

15

General Asterisk configuration / What is data1 in Sql table?

« on: November 30, 2010, 00:20:09 »

Hi Everyone,

Can someone please explain what the different fields in the table queue_log table mean?

I want to know specifically what data1 is and other fields are.

E.g:

Code: [Select]

"partition";"time_id";"call_id";"queue";"agent";"verb";"data1";"data2";"data3";"data4";"serverid";"unique_row_count"
"P001";"1285623533";"1285621944.3109";"500";"Local/338@from-internal/n";"RINGNOANSWER";"15000";"";"";"";"";"1"

Thanks