Add-Remove Member function not working on device side

[astor99]

Hi,
I have SIP softphones that are working on a queue.
All is working fine, but I see that static agents are considered always-on in the reports.
I found that the MEMBER function can track the login and logoff in the queue.
This function works if the agent uses the QM web interface, but I would like that
an agent could add or remove himself as member directly from the phone.

My problem is that I am not able to configure it, even if I see that "25" and "27" codes can be dialed
on the phone to do that.
I think that my dialplan in AsteriskNOW doesn't consider the extensions_queuemetrics.conf. How can
I be sure that AsteriskNOW uses these codes ?
How can I use these codes on the phone ? Just dial "25" and the queue number ?
thank you!

My QM is 1.6.1

[QueueMetrics]

You would need to create an equivalent function in your dialplan - the QM dialplan is made to be called by QM only, because it passes parameters setting channel variables.

[astor99]

Thank you for your fast reply.
So, should I put these commands in extensions_custom.conf ?

Code: [Select]

[from-internal]
; extension 25: agent addqueuemember (for asterisk v1.4+)
exten => 25,1,Answer
exten => 25,2,NoOp( "QM: AddQueueMember (asterisk v1.4+) Agent/${AGENTCODE} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-internal)
exten => 25,4,Hangup


; extension 27: agent removequeuemember (for asterisk v1.4+)
exten => 27,1,Answer
exten => 27,2,NoOp( "QM: RemoveQueueMember (asterisk v1.4+) Agent/${AGENTCODE} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 27,3,RemoveQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-internal)
exten => 27,4,Hangup

[astor99]

Fantastic, it works with this code below!!
Guy, you helped me a lot !!! Thank you very much !! 

Code: [Select]

[from-internal]

; addqueuemember - 422 - for Asterisk 1.4
exten => _422XXX,1,Answer
exten => _422XXX,2,AddQueueMember(0909,SIP/${EXTEN:3})
exten => _422XXX,3,Hangup

; removequeuemember - 423 - for Asterisk 1.4
exten => _423XXX,1,Answer
exten => _423XXX,2,RemoveQueueMember(0909,SIP/${EXTEN:3})
exten => _423XXX,3,Hangup

[QueueMetrics]

 

[astor99]

All is working fine, but I have another problem linked to MEMBER status.

If I leave some agents logged-in until the next day, QM will not show them as logged the day after.
The problem is that they are still able to receive calls 

I see that QM considers them logged until 23.59, then QM puts all agents as member-removed, even if they are not.
It's not a big problem because my agents ends their work-turn in the evening, but
is it possibile to force Asterisk and QM to disconnect and remove all sip-members at 19:00 o'clock ?

[QueueMetrics]

You can change that, but your real issue is that the supervisor must check the statuses, or you will get meaningless presence information...

[astor99]

I understand, but sometimes the supervisor is not present and i would like that the systems automatically disconnect and
remove the queue logging in the evening.
Could you tell me some details about the configuration file I have to change ? Thank you!

[QueueMetrics]

You should change the fixed-logoff to a sliding window to look back for agent information. e.g. in

realtime.startHour=s12
   
The starting hour of the day, in order to compute realtime report. It can be either a fixed hour (e.g. 3: from 3:00 AM) or a sliding window if prefixes with S (e.g. s3: the last three hours). Default value is 0 (from midnight). A useful value is also -24 (yesterday’s midnight).

[astor99]

Thank you, I try!

[astor99]

Fantastic, it worked !! I am so thankful to you !

GRAZIE ! 

[QueueMetrics]

OK - keep in mind that anyway you get inaccurate reports and bad call routing if an agent is "present" without actually being there.