Wallboard agent status with dynamic users.

QueueMetrics > Scripting QueueMetrics

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Richarddb:
Hi,

we have reinstalled queuemetrics but we are using dynamic agents now. How can I get the agent status back on the wallboard.

QueueMetrics:
What do you get now?

Richarddb:
Hi,

We only have the rdy agnt: on screen.

Normally we got the agent status on the wallboard but after the new queuemetrics installation we only get the ready agents.

and here the php script.

--- Quote ---<?php
/*
qmon.php
Author: Barry Flanagan <barry AT flantel DOT com>
Date: 21 Nov 2007
Copyright Barry Flanagan 2007

Small program to grab the calls waiting and Agent information for a given queue from the QueueMetrics XML-RPC service and
create a simple display for use on a wallboard.

*/

$defaultqueue = 'inbound';

require_once 'XML/RPC.php';

$qm_server = "XXXXXXXXXXXX"; // the QueueMetrics server address
$qm_port = "8080"; // the port QueueMetrics is running on
$qm_webapp = "queuemetrics"; // the webapp name for QueueMetrics
isset($_REQUEST['refresh'])?$refresh = $_REQUEST['refresh']:$refresh=5;
isset($_REQUEST['queue'])?$queuereq = $_REQUEST['queue']:$queuereq=$defaultqueue;

switch ($queuereq) {
case 'inbound':
$queueids = "9000|9001|9002|9003|9004|9005|9006|9007|9008|9009|9010|9011|9012|9013|9014|9015|q-123";
$outboundqueue = '';
$queuename='inbound';
break;;

case 'outbound':
$queueids = "q-123";
$outboundqueue = '';
$queuename='outbound';
break ;;
}

?>
<html><head><meta http-equiv="refresh" content="<?php echo $refresh ?>"><title><?php echo $queuename . " Wallboard" ?></title></head><body marginheight=0 marginwidth=0>
<table width="100%" cellpadding=0 cellspacing=0 border="0">
<tr>
<?php

$queuelist = array_merge(explode("|", $queueids),explode("|",$outboundqueue));

// Choose the Realtime nethods we want to query.
$req_blocks_rt = new XML_RPC_Value(array(
new XML_RPC_Value("RealtimeDO.RTCallsBeingProc"),
new XML_RPC_Value("RealtimeDO.RTAgentsLoggedIn"),
new XML_RPC_Value("RealtimeDO.RTRiassunto")
), "array");

// initialize the XML_RPC call
$params_rt = array(
new XML_RPC_Value($queueids),
new XML_RPC_Value("robot"),
new XML_RPC_Value("robot"),
new XML_RPC_Value(""),
new XML_RPC_Value(""),
$req_blocks_rt
);

// Make the XML_RPC call
$msg_rt = new XML_RPC_Message('QM.realtime', $params_rt);
$cli_rt = new XML_RPC_Client("/$qm_webapp/xmlrpc.do", $qm_server,$qm_port);
//$cli_rt->setDebug(1);
$resp_rt = $cli_rt->send($msg_rt);
// Make sure it was successful
if (!$resp_rt) {
echo 'Communication error: ' . $cli_rt->errstr;
exit;
}
if ($resp_rt->faultCode()) {
echo 'Fault Code: ' . $resp_rt->faultCode() . "\n";
echo 'Fault Reason: ' . $resp_rt->faultString() . "\n";
} else {
$val_rt = $resp_rt->value();
$blocks_rt = XML_RPC_decode($val_rt);

// now we decode the results

// Get the Agents' Status
$agent = getAgentLoggedIn( "RealtimeDO.RTAgentsLoggedIn", $blocks_rt );
// Get all the current call details
$agentStatus = getCurrentCalls( "RealtimeDO.RTCallsBeingProc", $blocks_rt);
// Get details of all the queue activity and store them in the $queue array
getQueueStatus( "RealtimeDO.RTRiassunto", $blocks_rt, $queueids, $print);
// Output the html for the $queue array
printQueues($queue);

}

// Get the current queue stats and place them into the $queue array
function getQueueStatus( $blockname, $blocks, $queueids, $print ) {
global $queue, $queuelist, $ragents;
$block = $blocks[$blockname];
for ( $r = 1; $r < sizeof( $block ) ; $r++ ) {
$currentQueue = $block[$r][1];
if ( $currentQueue == "all selected") {
$ragents = $block[$r][3];
// continue;
}

// if this is a SubQueue, we need to put all the results into the Master Queue for display
if (1 == substr_count($currentQueue,'.')) {
list($masterqueue, $subqueue) = explode('.', $currentQueue);

$currentQueue = $masterqueue;
$queue[$currentQueue]['name'] = $masterqueue;
$queue[$currentQueue]['waiting'] = $block[$r][7] + $queue[$currentQueue]['waiting'];
$queue[$currentQueue]['nagents'] = $block[$r][2];
$queue[$currentQueue]['ragents'] = $block[$r][3];
$queue[$currentQueue]['incalls'] = $block[$r][8] + $queue[$currentQueue]['incalls'];
$queue[$currentQueue]['outcalls'] = $block[$r][9] + $queue[$currentQueue]['outcalls'];

} else { // it is a normal queue
$queue[$currentQueue]['waiting'] = $block[$r][7];
$queue[$currentQueue]['name'] = $block[$r][1];
$queue[$currentQueue]['nagents'] = $block[$r][2];
$queue[$currentQueue]['ragents'] = $block[$r][3];
$queue[$currentQueue]['incalls'] = $block[$r][8];
$queue[$currentQueue]['outcalls'] = $block[$r][9];
}
// sometimes the maxholdtime is blank, fix it
if($queue[$currentQueue]['maxholdtime'] == '') $queue[$currentQueue]['maxholdtime'] = '00:00';

// If this is an Outbound queue it needs some special treatment
if (preg_match('/utbound/', $currentQueue)) {
$ragents = $queue[$currentQueue]['ragents'];
$queue[$currentQueue]['waiting'] = '0';
$queue[$currentQueue]['maxholdtime'] = '00:00';
}
}

// This function sorts the $data array of arrays by $field
function orderBy(&$data, $field) {
$code = "return strnatcmp(\$a['$field'], \$b['$field']);";
usort($data, create_function('$a,$b', $code));
}

// create the html output for the $queues array
function printQueues($queues) {
orderBy($queues,'name');
global $ragents;
$tdwidth = round(100/sizeof($queues),1) . "%";
foreach ( $queues as $queue ) {
// width for the tables
$currentQueue = $queue['name'];
if (1 == substr_count($currentQueue,'Master')) continue;
$queueholdtime = $queue['maxholdtime'];
$waitqueue = $queue['waiting'];
$nagents = $queue['nagents'];
$currcalls = $queue['incalls'] + $queue['outcalls'];
$ragents = $queue['ragents'];

// Set up colour and formatting depending on the status of the queue
if( $waitqueue == 0 ) {
$waitbgcolor = "green";
$snd = null;
$waitfontcolor = "white";
} elseif ($waitqueue == 1){
$waitbgcolor = "yellow";
$snd = '<EMBED SRC="/sounds/dingdong.wav" HIDDEN="true" AUTOSTART="true">';
$waitfontcolor = "black";
} elseif ($waitqueue > 1) {
$waitbgcolor = "red";
$snd = '<EMBED SRC="/sounds/ringer.wav" HIDDEN="true" AUTOSTART="true">';
$waitfontcolor = "white";
$waitqueue = "<blink>" . $waitqueue . "</blink>";
}

if( $ragents > 2 ) {
$ragentsbgcolor = "green";
$ragentsfontcolor = "white";
} elseif ($ragents == 2){
$ragentsbgcolor = "yellow";
$ragentsfontcolor = "black";
} elseif ($ragents <= 1) {
$ragentsbgcolor = "red";
$ragentsfontcolor = "white";
}

print <<<END
<td width="$tdwidth" valign="top">
   <div style="border: 2px solid #FFF; width: 100%">
<div width="100%" align="center" valign="center" style="color:white; font-size: 15px; background-color: green; height: 20px;">$currentQueue</div>
<div style="background-color: grey; height:3px"> </div>
<div align="center" style="color:$waitfontcolor; font-size: 15px; background-color: $waitbgcolor; ">Calls Waiting</div>
    <div align="center" style="color:$waitfontcolor; font-size: 70px; background-color: $waitbgcolor; ">$waitqueue</div>
<div align="center" style="color:$waitfontcolor; font-size: 15px; background-color: $waitbgcolor; ">Max $queueholdtime</div>
<div style="background-color: grey; height:3px"> </div>
<div align="center" style="color:white; font-size: 15px; background-color: green">Curr Calls:</div>
<div align="center" style="color:white; font-size: 70px; background-color: green">$currcalls</div>
   <div style="background-color: grey; height:3px"> </div>
    <div align="center" style="color:$ragentsfontcolor; font-size: 20px; background-color: $ragentsbgcolor">Rdy Agnt: $ragents/$nagents</div>


</div>
      </td>
END;
}
}
}

// Get the actual status of each agent
function getAgentLoggedIn( $blockname, $blocks ) {
$agent = array();
$block = $blocks[$blockname];
for ( $r = 1; $r < sizeof( $block ) ; $r++ ) {
$agent[$block[$r][1]]['name'] = $block[$r][1];
$agent[$block[$r][1]]['lastlogin'] = $block[$r][3];
$agent[$block[$r][1]]['queues'] = $block[$r][4];
$agent[$block[$r][1]]['extension'] = $block[$r][5];
$agent[$block[$r][1]]['onpause'] = $block[$r][6];
$agent[$block[$r][1]]['srv'] = $block[$r][7];
$agent[$block[$r][1]]['lastcall'] = $block[$r][8];
$agent[$block[$r][1]]['onqueue'] = $block[$r][9];
$agent[$block[$r][1]]['caller'] = 'none';
$agent[$block[$r][1]]['entered'] = null;
$agent[$block[$r][1]]['waiting'] = null;
$agent[$block[$r][1]]['duration'] = null;
}
return $agent;

}

// Get the current call details for each agent or call waiting
function getCurrentCalls( $blockname, $blocks) {
global $agent, $queue;
$block = $blocks[$blockname];
for ( $r = 1; $r < sizeof( $block ) ; $r++ ) {
$agentname = $block[$r][6];
$agent[$agentname]['queue'] = $block[$r][1];
$agent[$agentname]['caller'] = $block[$r][2];
$agent[$agentname]['entered'] = $block[$r][3];
$agent[$agentname]['waiting'] = $block[$r][4];
$agent[$agentname]['duration'] = $block[$r][5];
if ($agent[$agentname]['duration'] == '-') {
if (1 == substr_count($agent[$agentname]['queue'],'.')) {
list($agent[$agentname]['queue'], $subqueue) = explode('.', $agent[$agentname]['queue']);
}

if (toSec($agent[$agentname]['waiting']) > toSec($queue[$agent[$agentname]['queue']]['maxholdtime'])) $queue[$agent[$agentname]['queue']]['maxholdtime'] = $agent[$agentname]['waiting'] ;
}
}
$agentStatus = '';
$rowcount=1;
for ( $r = 0; $r < sizeof( $agent ) ; $r++ ) {
$agent = array_values($agent);
if ($rowcount == 1){
$rowcolor = "green";
$rowcount++;
} elseif ($rowcount == 2) {
$rowcolor = "gray";
$rowcount = 1;
}

// get the last call time for the agent, and convery to epoc time
if (strstr($agent[$r]['lastcall'],':')) {
list($h, $m, $s) = explode(':', $agent[$r]['lastcall']);
$lastcalltime = mktime($h,$m,$s);
}
// decide on the agent status we should display
if ($agent[$r]['duration'] != '') {
$status = "On Call since " . $agent[$r]['entered'] . " (" . $agent[$r]['duration'] . " mins)";
$bgcolor3 = $rowcolor;
$fontcolor3 = "white";
} elseif (!preg_match('/-/',$agent[$r]['onpause'])){
$status = "On Pause since " . $agent[$r]['onpause'];
$bgcolor3 = $rowcolor;
$fontcolor3 = "white";
} elseif (time() - $lastcalltime < 5) {
$status = "Wrapping up";
$bgcolor3 = $rowcolor;
$fontcolor3 = "white";
} else {
$status = "Available";
$bgcolor3 = $rowcolor;
$fontcolor3 = "white";
}
if ($agent[$r]['name']) {
$agentStatus .="<tr bgcolor=\"" . $rowcolor . "\" style=\"color:white; font-size: 20px;\"><td> </td><td>" . $agent[$r]['name'] . "</td><td style=\"color:" . $fontcolor3 . ";\" bgcolor=\"" . $bgcolor3 . "\" >" . $status . "</td><td>" . $agent[$r]['lastcall'] . "</td><td>" . $agent[$r]['queue'] . "</td></tr>";
}
}
return $agentStatus;
}

// function to convert 00:00:00 time to seconds.
function toSec ($hms) {
list($h, $m, $s) = explode (":", $hms);
$seconds = 0;
$seconds += (intval($h) * 3600);
$seconds += (intval($m) * 60);
$seconds += (intval($s));
return $seconds;
}

?>

</tr><tr><td> </td></tr><tr>

<td colspan=20 bgcolor="gray" valign="top">
<table width="100%" height="100%" cellpadding=0 cellspacing=0 style="border: 2px solid #000">
<tr style="color:white; font-size: 25px;">
<td> </td><td>Agent</td><td>Status</td><td>Last Call</td><td>Current Queue</td>
</tr>
<?php echo $agentStatus ?>
</table>

</td>

</table>
</body>
</html>

--- End quote ---

QueueMetrics:
I would start by tracing the dialogue between QM and the client, to see what is going wrong. The XML-RPC interface you use has not been changed in ages IIRC.

bren@nssl.ie:
Hi - Am have the same problem - Did you get an answer to problem with no agent details ?

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