QueueMetrics forum

QueueMetrics => QueueMetrics installation => Topic started by: gavinlew on December 13, 2011, 12:48:22

Title: Configuring Agents (Elastix 2.2)
Post by: gavinlew on December 13, 2011, 12:48:22

Hi All,

I am using queuemetrics 1.7.1.13 with Elastix 2.2.0 and I am having issues reporting on indivual agents.

I have noticed in queue_log that the Agent isnt referred to as SIP/XXXX or Agent/XXXX but their full name as specified in their Extension setting i.e.

1315814197|1315814159.8350|6006|Jane Smith|RINGNOANSWER|15000

I have tried to build the Agent in Queuemetrics as

Asterisk Agent Code: Agent/Jane Smith
Agent Description: Jane Smith

But when I run an individual user report I get 0 results.

From my previous work with Queuemetrics/queue_log Asterisk normally logs the agent activity as Agent/XXXX , I havent seen this behaviour before.

Many THanks,

Gavin

Title: Re: Configuring Agents (Elastix 2.2)
Post by: QueueMetrics on January 18, 2012, 17:50:49

The next public version will include full tracking of so-called "friendly names" - we suggest avoiding them anyway by leaving them blank at the PBX level.

Title: Re: Configuring Agents (Elastix 2.2)
Post by: SilvioSantoZ on March 06, 2012, 00:01:37

Hello! You guys mention the next public version will include this. Does it mean 12.1.2 includes it? Or does the (recently released) 12.2.4?
I'm trying with Elastix 2.2 running Asterisk 1.8.7 and I can't understand how to configure this. There's a "Asterisk aliases" field for agents, but I don't know what to put in there (or in the other fields).

Asterisk logs the "Name" of agent for everything in queue_log except for the agent login-logout (we use standard 1234** and 1234* to login and logout via the agent's phone). For login and logout it uses the "local/XXXX@from-queue" format. Nowhere in queue_log is the "Agent/XXXX" format used.

When this gets imported into QueueMetrics (we're using qLoader) it can't figure out which agents are currently logged in. Also when it does ORIGINATE (we used network sniffer to find out) to do the agent-page based login/logout of the queue, it sends the 'name' of the agent and it does not work (although QM says it did work - QM does not check return code?).

We really can't empty out the field in Elastix/FreePBX since it's used for other applications (and quite convenient).

Is there a solution for this? Thanks.

Title: Re: Configuring Agents (Elastix 2.2)
Post by: Anthony on March 07, 2012, 18:07:06

The current QM version (12.2) includes the "friendly names" feature, so you can try running a test...

Title: Re: Configuring Agents (Elastix 2.2)
Post by: gavinlew on April 12, 2012, 15:25:47

Hi

I have the same problem under Queuemetrics 12.2.4 where the friendly names do not appear to work.

For example


1334236973|1334236468.21783|6011|Dummy User|COMPLETECALLER|14|486|1

If I then go into Configure users, and add Dummy User and perform a report, I get "0" returned for all entries.

Any ideas?

Title: Re: Configuring Agents (Elastix 2.2)
Post by: QueueMetrics on April 19, 2012, 10:02:41

You need to add Dummy User as a friendly name to an existing agent, e.g. Agent/101

Title: Re: Configuring Agents (Elastix 2.2)
Post by: gavinlew on April 25, 2012, 11:01:39

Hi

I am using version 12.2.4 (Licensed) and I do not see where to set a friendly name.

Currently the agent is configured as

Asterisk agent code: Agent/7503
Agent description:   Dummy User
Asterisk aliases:
  Separate multiple aliases
  with a "|" symbol   
Agent location:    Newark (Office)
Agent group:   
VNC monitoring URL:    
Current terminal:   
Instant messenger address:      
Supervisor:   
Agent keys:   
Payroll Code:   
Created by:   admin, 23/04/2012, 15:47
Last update:   admin, 25/04/2012, 9:57

Title: Re: Configuring Agents (Elastix 2.2)
Post by: Anthony on April 26, 2012, 15:01:12

refer to our online manual - chapter 20.4 

http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s20.html#_configuring_agents