Author Topic: Agent Filter report only shows answered calls rather than all calls  (Read 6394 times)

PHIAN01

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HI

I am having problems with obtaining data about "all calls".  The report does show the calls that have been answered but does not show any information about all calls such as ones that did not complete.

Any ideas?



here is the screenshot

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  • Loway
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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #1 on: January 12, 2010, 17:04:47 »
This is a FAQ.  ;D

The reason is that an inbound  call that is not completed is not any agent's call; if it were some agent's it would be completed!

If what you are looking for is "did any of my agents not answer the phone?" look on the Agent Attempts page.

PHIAN01

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #2 on: January 12, 2010, 17:57:37 »
Not Quite,

What we are looking for is the calls that did not complete (e.g. the agent hung up) on outbound calls.  Would have thought that this would follow suit and appear in the "unanswered" section as it does elsewhere.

Any Ideas?

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #3 on: January 13, 2010, 10:42:12 »
If those calls are outbound, they are supposed to be found in the "lost calls" if you use the dialplan solution and a recent version of Qm. Can you post the logs that are written to the queue_log when you place an outbound call?

PHIAN01

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #4 on: January 15, 2010, 11:18:40 »
Attached is a link to the queue_log.  Any Ideas on how to resolve this would be appreciated.

www.just-tek.co.uk/queue_log

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #5 on: January 19, 2010, 14:47:45 »
You need the latest dialplan version to log "OUTBOUNDCALL" instead of "ENTERQUEUE" for outbound calls - this way QM will show the agent.
 

PHIAN01

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #6 on: January 20, 2010, 18:01:27 »
Is there a way that I can update the queue_log (which is stored in mysql) to reflect the OUTBOUNDCALL instead of the ENTERQUEUE?  The system is only being used for outbound at the moment.

Thanks

PHIAN01

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #7 on: January 21, 2010, 12:32:20 »
I am a little confused here, I think that I have the latest version of the dialplan.  Can you confirm or can you point me in the right direction of the most up to date version?
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/${CALLERID(num)})
exten => _XXX.,n,Set(QDIALER_CHANNEL=Zap/g3/${QDIALER_NUMBER})
exten => _XXX.,n,Set(QueueName=${QDIALER_QUEUE})
exten => _XXX.,n,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV|b|)
exten => _XXX.,n,Goto(qm-queuedial,s,1)
; extension 28: agent custom dial
exten => 28,1,Answer
exten => 28,2,NoOp( "QM: Agent Custom Dial. ...." )
exten => 28,3,Set(QDIALER_QUEUE=${OUTQUEUE})
exten => 28,4,Set(QDIALER_NUMBER=${EXTTODIAL})
exten => 28,5,Set(QDIALER_AGENT=Agent/${AGENTCODE})
exten => 28,6,Set(QDIALER_CHANNEL=SIP/${QDIALER_NUMBER})
exten => 28,7,Set(QueueName=${QDIALER_QUEUE})
exten => 28,8,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV|b|)
exten => 28,9,Goto(qm-queuedial,s,1)
exten => 28,10,Hangup

; extension 14 makes remote monitoring possible for OUTBOUND CALLS
exten => 14,1,Answer
exten => 14,2,NoOp( "QM_AGENT_CODE: ${QM_AGENT_CODE}" )
exten => 14,3,NoOp( "QM_EXT_MONITOR: ${QM_EXT_MONITOR}" )
exten => 14,4,NoOp( "QM_AGENT_EXT: ${QM_AGENT_EXT}" )
exten => 14,5,NoOp( "QM_LOGIN: ${QM_LOGIN}" )
exten => 14,6,ChanSpy(Local/${QM_AGENT_CODE:6}@from-internal)
exten => 14,7,Hangup

[qm-queuedial]
; We use a global variable to pass values back from the answer-detect macro.
; STATUS = U unanswered
;        = A answered    (plus CAUSECOMPLETE=C when callee hung up)
; The 'g' dial parameter must be used in order to track callee disconnecting.
; Note that we'll be using the 'h' hook in any case to do the logging when channels go down.
; We set the CDR(accountcode) for live monitoring by QM.
;
exten => s,1,NoOp,Outbound call -> A:${QDIALER_AGENT} N:${QDIALER_NUMBER} Q:${QDIALER_QUEUE} Ch:${QDIALER_CHANNEL}
exten => s,n,Set(CDR(accountcode)=QDIALAGI)
exten => s,n,Set(ST=${EPOCH})
exten => s,n,Set(GM=QDV-${QDIALER_AGENT})
exten => s,n,Set(GLOBAL(${GM})=U)
exten => s,n,Set(GLOBAL(${GM}ans)=0)
exten => s,n,Macro(queuelog,${ST},${UNIQUEID},${QDIALER_QUEUE},${QDIALER_AGENT},ENTERQUEUE,-,${QDIALER_NUMBER})
exten => s,n,Dial(${QDIALER_CHANNEL},30,gM(queuedial-answer^${UNIQUEID}^${GM}^${QDIALER_QUEUE}^${QDIALER_AGENT}^${ST}))
exten => s,n,Set(CAUSECOMPLETE=${IF($["${DIALSTATUS}" = "ANSWER"]?C)})

; Trapping call termination here
exten => h,1,NoOp( "Call exiting: status ${GLOBAL(${GM})} answered at: ${GLOBAL(${GM}ans)} DS: ${DIALSTATUS}"  )
exten => h,n,Goto(case-${GLOBAL(${GM})})
exten => h,n,Hangup()

; Call unanswered
exten => h,n(case-U),Set(WT=$[${EPOCH} - ${ST}])
exten => h,n,Macro(queuelog,${EPOCH},${UNIQUEID},${QDIALER_QUEUE},${QDIALER_AGENT},ABANDON,1,1,${WT})
exten => h,n,Hangup()

; call answered: agent/callee hung
exten => h,n(case-A),Set(COMPLETE=${IF($["${CAUSECOMPLETE}" = "C"]?COMPLETECALLER:COMPLETEAGENT)})
exten => h,n,Set(WT=$[${GLOBAL(${GM}ans)} - ${ST}])
exten => h,n,Set(CT=$[${EPOCH} - ${GLOBAL(${GM}ans)}])
exten => h,n,Macro(queuelog,${EPOCH},${UNIQUEID},${QDIALER_QUEUE},${QDIALER_AGENT},${COMPLETE},${WT},${CT})
exten => h,n,Hangup()


[macro-queuedial-answer]
; Expecting $ARG1: uniqueid of the caller channel
;           $ARG2: global variable to store the answer results
;           $ARG3: queue name
;           $ARG4: agent name
;           $ARG5: enterqueue
;
exten => s,1,NoOp("Macro: queuedial-answer UID:${ARG1} GR:${ARG2} Q:${ARG3} A:${ARG4} E:${ARG5}")
exten => s,n,Set(NOW=${EPOCH})
exten => s,n,Set(WD=$[${NOW} - ${ARG5}])
exten => s,n,Macro(queuelog,${NOW},${ARG1},${ARG3},${ARG4},CONNECT,${WD})
exten => s,n,Set(GLOBAL(${ARG2})=A)
exten => s,n,Set(GLOBAL(${ARG2}ans)=${NOW})
exten => s,n,NoOp("Macro queuedial-answer terminating" )

[macro-queuelog]
; The advantage of using this macro is that you can choose whether to use the Shell version
; (where you have complete control of what gets written) or the Application version (where you
; do not need a shellout, so it's way faster).
;
; Expecting  $ARG1: Timestamp
;            $ARG2: Call-id
;            $ARG3: Queue
;            $ARG4: Agent
;            $ARG5: Verb
;            $ARG6: Param1
;            $ARG7: Param2
;            $ARG8: Param3
;
;exten => s,1,System( echo "${ARG1}|${ARG2}|${ARG3|${ARG4}|${ARG5}|${ARG6}|${ARG7}|${ARG8}" >> /var/log/asterisk/queue_log )

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #8 on: January 22, 2010, 15:32:45 »
It's an old version. use the latest one instead.

PHIAN01

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #9 on: January 25, 2010, 13:29:14 »
Can you post a link to the exact dial plan that should be used?

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Re: Agent Filter report only shows answered calls rather than all calls
« Reply #10 on: January 26, 2010, 18:13:45 »
If you download the latest QueueMetriocs in .tar.gz format, you'll find it.