Messages

1921

Running QueueMetrics / Re: Callers Stuck In Queue

« on: June 23, 2009, 16:08:44 »

Does it happen for ALL calls or every once in a while?
This is usually caused by Asterisk missing to log an event.

You can close calls, though I think you'll have to update your QM for that - see http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s18.html#Closing_ongoing_calls

1922

Running QueueMetrics / Re: VNC with dynamic Agents

« on: June 23, 2009, 16:05:54 »

 

1923

Running QueueMetrics / Re: Signal Problem

« on: June 23, 2009, 16:05:35 »

Do you  need to open up an IM chat in real-time or you just want to mark the call as "problem" for future reference?

1924

QueueMetrics installation / Re: agents can't login via the agent page.

« on: June 23, 2009, 16:03:03 »

To me it looks like it's working:

Code: [Select]

Executing [25@queuemetrics:4] System("Local/25@queuemetrics-c259;2", " echo "1245709761|$(UNIQUEID}|300|Local/102@from-internal|ADDMEMBER|" >> /var/log/asterisk/queue_log ") in new stack
Very likely you should enable rewriteLocalAgents to true in the QM config file - it finds that Local/102@from internal logged on, and we have to tell it that it's actually agent/102.

1925

Running QueueMetrics / Re: Section off user administration ?

« on: June 22, 2009, 12:21:20 »

No, this is not feasible  at the moment.

1926

Running QueueMetrics / Re: VNC with dynamic Agents

« on: June 22, 2009, 12:20:50 »

You should basically update the Asterisk dialplan so that when an agent logs on, the VNC field of the "agenti_noti" table in QM is updated to his currect location. This should not be too hard to do....

1927

Running QueueMetrics / Re: Salesforce + Queue metrics

« on: June 22, 2009, 12:19:30 »

I have really never tried a salesforce integration. Do they offer an tutorial of how to interface a screen pop system to SF?

1928

General Asterisk configuration / Re: difference between QM and asterisk data

« on: June 22, 2009, 12:17:56 »

It really depends on your usage scenario - as QM measures queue activity, all calls that are received but (say) hang up during your ivr phase or during the welcome greeting will not be counted in QM. 
I am not sure how you are counting calls in Asterisk - you'll have internal calls as well, general PBX traffic, etc. Thi sis not generally tracked by QM.

1929

QueueMetrics installation / Re: Switching from flatfile to Mysql

« on: June 22, 2009, 12:15:10 »

This is very simple, will take 5 minutes:
1. install qloaderd to upload data from Asterisk to the MySQL DB
2. tell QM to read data from MySQL and not directly form the file

We have a tutorial here: http://queuemetrics.com/download/QM_mysql_cluster_100.pdf

1930

Running QueueMetrics / Re: Agents' abillity to log off other agents

« on: June 17, 2009, 23:02:30 »

Look at the default.lockedAgentPopupCode config property: If true, the agent cannot change their code in the login/logoff/pause pop-ups. Defaults to false.

Looks like what you need!

1931

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

« on: June 17, 2009, 22:43:26 »

I think you can handle this in two ways:

1. BEFORE calling the dial-out macro, you check that there are free channels on a trunk; you select therefore which trunk to use.

2. instead of dialling SIP/provider/123456789 you dial Local/123456789@sipbroker, and ther eyou add the Dial... failover... Dial again.. failover logic.

1932

Running QueueMetrics / Re: [solved] how availability sessions are measured?

« on: June 16, 2009, 13:23:12 »

That's cool.
We're working on an updated Russian translation.

1933

Outbound and QueueMetrics / Re: Problem in outbound queue

« on: June 15, 2009, 11:31:50 »

 

1934

Realtime Live / Re: Correct agent status not showed on agent's page

« on: June 12, 2009, 15:46:04 »

 

1935

Outbound and QueueMetrics / Re: some outbound calls keep showing even on hang up

« on: June 12, 2009, 15:45:46 »

You should try and debug what happens in your Asterisk system. Or you could use the old AGI script.