Messages

1

Running QueueMetrics / Logging configuration changes

« on: June 12, 2012, 16:35:56 »

Last week one of our configured queues was deleted and we don't know if this was a mistake by one of our staffers or something more sinister. Is there a way to log which user took which action in the configuration views of QueueMetrics?

2

Running QueueMetrics / Access permissions for files through qm_popup_streamAudio.do

« on: November 08, 2011, 15:24:13 »

Hi,

I'd like to make specific audio recordings available to a user, but don't want him to have any other permissions. I have created the class "AUDIOLISTENER" and gave it the permissions "USER CALLMONITOR MON_AUDIO". The user can log in, but when I copy the URL to the audio file (qm_popup_streamAudio.do with the name of the file) from the info dialog window and copy it into the other browser where my "audio user" is logged in I get the error message "Illegal file access: the file is not in the list of allowed files."

How can I set the list of allowed files for the user?

3

Running QueueMetrics / Very large queue length after crash

« on: October 18, 2011, 15:47:44 »

Our Asterisk installation crashed badly and probably messed up the queue_log file. Now the "Day" view shows "1318258529" as the queue length. Is there any way to correct this in the database?

4

Running QueueMetrics / Robot reports and queue names with spaces

« on: June 02, 2010, 13:23:30 »

Hi,

we have a queue called "All Calls Sales" that shows the result from the queues sales_de and sales_en. It seems I can't do a robot report on this queue. I have tried with the parameter &queues=All%20Calls%20Sales but it didn't work, the report looked like when I report for a nonexistent queue.

Is it possible to use queues with spaces in their names in robot reports? If yes, how?

5

Improving QueueMetrics / Show if audio recording exists in the detail view

« on: June 01, 2010, 10:51:31 »

If the detail view of the answered calls would show if audio files exist for a given call, this would reduce the number of unnecessary clicks on the magnifying-glass icon drastically and make listening to calls more productive and easy.

6

QueueMetrics installation / Re: problem installing in ROOT context - exception

« on: April 07, 2010, 12:04:11 »

Ok, back to the original question: I have also tried to install QueueMetrics in the root context and I don't want to redirect to a subdirectory. I also get the blank page qm_start.do

Here is the output in catalina.out (with removed license and jdbc Parameters):

Code: [Select]

Init della servlet - $Id: K.java,v 1.62 2009/10/13 16:05:52 lenz-mobile Exp $
 Parm:  SMTP_AUTH = true
 Parm:  SMTP_HOST = smtp.myhost
 Parm:  START_TRANSACTION = qm_start
 Parm:  SMTP_PASSWORD = xxxxx
 Parm:  SMTP_USER = xxxx
 Parm:  JDBC_DRIVER = com.mysql.jdbc.Driver
Data Scad [2012-12-15]: Sat Dec 15 00:00:00 CET 2012
Data scad:Sat Dec 15 00:00:00 CET 2012 - Scaduto: 0
Servlet A01 - Step X3
Servlet A01 - Step X4 - 314
Path assoluto verbi:  /srv/www/tomcat55/base/webapps/ROOT/WEB-INF/LVerbs
Sottosistema SMTP: Host[smtp.myhost] Auth[true] User[xxxx] Pass[xxxxx]
Transazione di avvio: qm_start
Codifica di input: UTF-8
'java.lang.StringIndexOutOfBoundsException' - Eccezione di forward
java.lang.StringIndexOutOfBoundsException
        at java.lang.String.substring(String.java:1092)
        at it.loway.tpf.U.getWebApp(U.java:154)
        at it.loway.tpf.transaction.servlets.LowayTransactionController.risolviDestinazione(LowayTransactionController.java:805)
        at it.loway.tpf.transaction.servlets.LowayTransactionController.serveRequest(LowayTransactionController.java:596)
        at it.loway.tpf.transaction.servlets.LowayTransactionController.serveRequestWrapper(LowayTransactionController.java:360)
        at it.loway.tpf.transaction.servlets.LowayTransactionController.doGet(LowayTransactionController.java:205)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
        at javax.servlet.http.HttpServlet.service(HttpServlet.java:802)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:178)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:126)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:105)
        at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:107)
        at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:148)
        at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:869)
        at org.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.processConnection(Http11BaseProtocol.java:664)
        at org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint.java:527)
        at org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollowerWorkerThread.java:80)
        at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:684)
        at java.lang.Thread.run(Thread.java:736)

I'm using Tomcat 5.5

7

Running QueueMetrics / "Ongoing" calls at the end of a report

« on: April 07, 2010, 10:34:46 »

When I look at the details of answered calls, I see a couple of calls marked with a red "Ongoing" in the "Disconnection" column at the bottom. When picking another time window, these calls correctly show up as disconnected. The cause is clear: A call started before midnight on a specific day and ended on the next day. It would be nice if you could configure an amount of time where Queuemetrics looks for disconnections when displaying detailed reports.

8

QueueMetrics installation / Re: problem installing in ROOT context

« on: March 22, 2010, 17:53:32 »

Hi,

how would I create a redirect when the server is reachable through two urls, one for internal, one for external use? Is there any way to do a redirect that uses the uorrent server name? Can you please give an example or pointers to documentation? I am not familar at all with tomcat configuration.

9

MySQL storage and Qloaderd/Uniloader / qloader.pl patch for better timestamp handling

« on: March 02, 2010, 16:10:33 »

In the past few days we had three incidents where the qloaderd wrote timestamps into the database that were very far in the future. This lead to a complete standstill of all statistics and the inability of agents to make call classifications. We haven't found the cause yet (probably a broken line in queue_log).

To prevent this from happening again and to analyze the source of the problem, I made the following modifications to qloader.pl (posted as a diff):

Code: [Select]

--- old/qloader.pl        2009-08-19 16:28:56.000000000 +0200
+++ qloader.pl  2010-03-02 16:00:30.574029731 +0100
@@ -46,6 +46,7 @@
 my $log_queries   = 0;            # set to 1 to log all queries

 my $timezone_offset  = 0 * 3600;  # in seconds
+my $max_future_ts    = 15;        # in seconds, how many seconds a timestamp can lie in the future
 my $heartbeat_delay  = 15 * 60;   # in seconds
 my $use_subqueue     = 0;         # 0 no; 1 yes
 my $split_subq_name  = 0;         # 0 no; 1 yes - turn a subqueue name from 'xxx/yyy" to "xxx"
@@ -116,7 +117,11 @@
                        $rowdata[3] = agentRewriteByDB( $rowdata[3] );
                }

-               if ( $tst < $highWaterMark ) {
+               if ( $tst > time() + $max_future_ts ) {
+                       syslog("Timestamp $tst is too far in the future. Skipping line '$_'");
+                       skipRow( @rowdata );
+               }
+               elsif ( $tst < $highWaterMark ) {
                        # salta le righe obsolete
                        skipRow( @rowdata );
                }

If I get broken timestamps again I will post the results from the log output. Until then I'd love to hear your comments.

10

Running QueueMetrics / Re: Tomcat log files taking up to much disk space

« on: December 10, 2009, 12:04:49 »

I have this problem too. While rotating the logs is ok, it would be better if they weren't so big in the first place. Is there any way to make QueueMetrics less "chatty"?

11

Running QueueMetrics / Call attempts: Avg ring is greater than agent timeout

« on: October 07, 2009, 13:27:15 »

Hello,

When I have a look at the "Call Attempts" page, looking at the "Avg Ring" column for taken calls on ACD attempts by terminal, I have values that are greater than the agent timeout. For example, we have an agent that answered 8 calls (no calls lost), had an overall ring time of 4:29, thus an average ring time of 0:33. But the timeout for the queues is 10 seconds.

What does "Taken" and "Lost" mean?
a) Taken=Caller got connected; Lost=caller abandoned the queue?
b) Taken=Agent picks up the receiver inside the agent timeout limit of the queue; Lost=Agent did not pick up the receiver inside the agent timeout

If it's a), then the Avg ring time is understandable because there are times when an agent only picks up on second try. If it's b) then I'm totally confused on how the Avg ring time can be greater than the timeout.

By the way, how is the ring time calculated? When I have a look at the queue_log file I can see RINGNOANSWER entries that show the ring time, but when an agent picks up the receiver there is no entry on how log his phone rung.

12

Running QueueMetrics / Calls in queue are not shown to be answered in correct order

« on: September 30, 2009, 13:11:29 »

Hello,

on our realtime reporting page we see calls that enter the queue later than other calls but are handled earlier. The seems to be contrary to the "first come, first served" principle of queues. Has anybody else had this problem? Is this just a display issue? Or is something wrong with our Asterisk? Before I dig myself deep into Asterisk debugging, I just wanted to ask if this is just a QueueMetrics thing.

Here is a screenshot:

13

General Asterisk configuration / Re: Queue Full statistics

« on: July 29, 2009, 11:32:08 »

I have the same question and would like to bump up the topic.

Unfortunately Asterisk doesn't write anything into the queue_log when a queue is full. But thanks to the Queue status variable, I could use the System application to manually add an entry to queue_log - if QM can process that.

14

Running QueueMetrics / Call outcomes are not saved reliably

« on: July 29, 2009, 10:32:25 »

Hello,

sometimes the call outcome for an agent is not saved, even when the call outcome window says it was. It is not for all calls, but for some calls the outcome can't be saved, even when saving again and again. Where can I look (logfiles, etc) to further investigate this problem?

Greetings,

Gabriel

 

15

Running QueueMetrics / Agents on multiple queues have wrong realtime status

« on: July 01, 2009, 17:30:17 »

Hello,

I have an agent who is assigned to two queues, A and B. When the agent is talking on queue A, he shows up as busy (orange light) on the realtime page for queue A. On the realtime page of queue B, he shows up as free (green). Fortunately this just seems to be a display glitch since Asterisk is not writing anything to the queue_log when a call comes into queue B. The reports also don't show any missed calls.

Is this a bug in QM or can I do something to show the agent as busy on queue B?