2101
General Asterisk configuration / Re: "Configuring URLs to be launched by the agent real-time page" with FreePBX
« on: February 23, 2009, 09:47:05 »
No I don't think so.
QueueMetrics professional call center suite for the Asterisk PBX
News:
Welcome to the new forum!
Show Posts
This section allows you to view all posts made by this member. Note that you can only see posts made in areas you currently have access to.
2102
General Asterisk configuration / Re: "Configuring URLs to be launched by the agent real-time page" with FreePBX
« on: February 21, 2009, 20:45:04 »
AFAIK this option is not handled by FreePBX, so the field has to be passed manually to the queue command.
2103
Running QueueMetrics / Changes to the Agent's page in QM 1.5.1
« on: February 21, 2009, 10:06:26 »
A lot of changes have been made to the Agent's page in QueueMetrics 1.5.1.
We try to summarize them here; of course you should see section 7 of the updated QM user manual for a complete reference. In order to make them work it is necessary that you update the extensions_queuemetrics.conf with the one that comes with 1.5.1.
Automatic URL opening
It is now possible to set a configuration option to have new URLs automatically open when the agent reloads the page. This saves one click for inbound call centers that use an external CRM app.
New login using ADDMEMBER
As well as automating the AgentCallBackLogin()-style logon and logoff procedures, it is now possible for agents to logon and logoff to all of their queues using ADDMEMBER statements - even for all queues at once. As QM knows on which queues an agent is supposed to work, they can get the benefits of avoiding Agent channels altogether and yet avoiding the hassle of logging on manually to each queue.
Note: you should disable from the configuration file the login style that your agents are not supposed to use.
Assisted dial
Agents can now use an assisted interface to place outbound calls. By clicking on the Dial button, they can select on which outbound queue the call is supposed to be placed and enter the number they need to call. This should make it easier to use this feature than to dial campaign code and outbound number.
Note: you will have to customize the extensions_queuemetrics.conf to match your outgoing trunk.
User-definable function buttons
It is now possible to have up to four user-definable function buttons; they can either launch external URLs (e.g. your intranet) or trigger dialplan events in Asterisk. They can be fully defined or turned off from the configuration file.
Broadcast messages
AGAW Broadcast messages now appear on the Agent's page, thus making them useful even for non-AGAW users.
More information on the AGAW (Agent Awareness) subsystem can be found in section 8 of the QM user Manual.
AGAW information
AGAW information - the same that would be diplayed in the Firefox client - can now be seen in the Agent's page.
More information on the AGAW (Agent Awareness) subsystem can be found in section 8 of the QM user Manual.
Auditing tools
All calls made to the Asterisk dialplan by QM now include a variable QM_LOGIN that has the login name ofd the user on which behalf the action is being performed. This makes it easy to create an audit trail of who performed critical/sensitive operations, e.g. live audio monitoring of agents.
We look forward to your comments and feedback on these new features.
We try to summarize them here; of course you should see section 7 of the updated QM user manual for a complete reference. In order to make them work it is necessary that you update the extensions_queuemetrics.conf with the one that comes with 1.5.1.
Automatic URL opening
It is now possible to set a configuration option to have new URLs automatically open when the agent reloads the page. This saves one click for inbound call centers that use an external CRM app.
New login using ADDMEMBER
As well as automating the AgentCallBackLogin()-style logon and logoff procedures, it is now possible for agents to logon and logoff to all of their queues using ADDMEMBER statements - even for all queues at once. As QM knows on which queues an agent is supposed to work, they can get the benefits of avoiding Agent channels altogether and yet avoiding the hassle of logging on manually to each queue.
Note: you should disable from the configuration file the login style that your agents are not supposed to use.
Assisted dial
Agents can now use an assisted interface to place outbound calls. By clicking on the Dial button, they can select on which outbound queue the call is supposed to be placed and enter the number they need to call. This should make it easier to use this feature than to dial campaign code and outbound number.
Note: you will have to customize the extensions_queuemetrics.conf to match your outgoing trunk.
User-definable function buttons
It is now possible to have up to four user-definable function buttons; they can either launch external URLs (e.g. your intranet) or trigger dialplan events in Asterisk. They can be fully defined or turned off from the configuration file.
Broadcast messages
AGAW Broadcast messages now appear on the Agent's page, thus making them useful even for non-AGAW users.
More information on the AGAW (Agent Awareness) subsystem can be found in section 8 of the QM user Manual.
AGAW information
AGAW information - the same that would be diplayed in the Firefox client - can now be seen in the Agent's page.
More information on the AGAW (Agent Awareness) subsystem can be found in section 8 of the QM user Manual.
Auditing tools
All calls made to the Asterisk dialplan by QM now include a variable QM_LOGIN that has the login name ofd the user on which behalf the action is being performed. This makes it easy to create an audit trail of who performed critical/sensitive operations, e.g. live audio monitoring of agents.
We look forward to your comments and feedback on these new features.
2104
Scripting QueueMetrics / Re: Audio Filenames from DetailsDO.CallsOK(raw)
« on: February 21, 2009, 09:34:33 »
For the record: in QM 1.5.1 this feature is present. See an updated XML-RPC manual to find out how this works.
2105
Outbound and QueueMetrics / Outbound calls in QM 1.5.1
« on: February 21, 2009, 09:32:15 »
QueueMetrics version 1.5.1 has a facility to keep track of outbound calls that are placed using a separate verb to distinguish them from inbound ones.
This makes it possible to implement a few new functionalities:
1. we keep track of the agent who placed the call even for lost calls; this means that when you filter by agent, you are going to find the outbound calls he tried to place but did not go through as well. This was a major feature a lot of users requested.
2. in the realtime page, you see agents busy as soon as they start placing a call, not just when the call is connected
3. outbound calls do not auto-instantiate an implicit agent logon.
In order to make this work, you simply have to use the extensions_queuemetrics.conf file that comes with 1.5.1. You can of course keep using the old version or the AGI script, and QM will behave as it did in previous versions.
This makes it possible to implement a few new functionalities:
1. we keep track of the agent who placed the call even for lost calls; this means that when you filter by agent, you are going to find the outbound calls he tried to place but did not go through as well. This was a major feature a lot of users requested.
2. in the realtime page, you see agents busy as soon as they start placing a call, not just when the call is connected
3. outbound calls do not auto-instantiate an implicit agent logon.
In order to make this work, you simply have to use the extensions_queuemetrics.conf file that comes with 1.5.1. You can of course keep using the old version or the AGI script, and QM will behave as it did in previous versions.
2106
Outbound and QueueMetrics / Re: outboun calls
« on: February 21, 2009, 09:23:12 »
Enter "salidacola" as the queue definition, not "5000", as that is the code that you show in the queue_log
2107
Outbound and QueueMetrics / Re: outboun calls
« on: February 20, 2009, 17:00:28 »
If you run a report for "salidacola", nothing is found? I think that the queue might not be configred correctly on QM.
2108
Translations / Upcoming version 1.5.1
« on: February 19, 2009, 15:28:14 »
We are going to release Queuemetrics 1.5.1 on Monday, Feb 23rd.
If you have contributed to a translation and want to make it up to date, please help us.
We have added a few strings to be localized, so please review them - it will just take a few seconds. Just log on and click on the "Complete" label.
Thanks!
If you have contributed to a translation and want to make it up to date, please help us.
We have added a few strings to be localized, so please review them - it will just take a few seconds. Just log on and click on the "Complete" label.
Thanks!
2109
Outbound and QueueMetrics / Re: outboun calls
« on: February 19, 2009, 15:26:55 »
Have you configured the queue "salidacola" in QM?
2110
Running QueueMetrics / Re: Realtime page shows wrong information
« on: February 19, 2009, 15:26:11 »
No, it's all server-side. Are you 100% sure that it's the same call you are seeing? i.e., if you go to the reports and click on it, you see that its Asterisk-isd is "1234769221.186809" ?
2111
Running QueueMetrics / Re: Realtime page shows wrong information
« on: February 19, 2009, 09:47:36 »
This is an easy one: the "live" data (green and red) is calculated against the local clock; so if the clock between Asterisk and the QM server is off by a few seconds, you will see wrong times (and sometimes even negative numbers).
Please go to the "Licence" page and see if the clocks of Asterisk, QM and MySQL are aligned.
Please go to the "Licence" page and see if the clocks of Asterisk, QM and MySQL are aligned.
2112
Outbound and QueueMetrics / Re: outboun calls
« on: February 19, 2009, 09:45:32 »
First things first: use the dialplan version unless you are running on 1.0 or 1.2.
1. does your call get placed at all?
2. do you see new lines added to the queue_log file?
1. does your call get placed at all?
2. do you see new lines added to the queue_log file?
2113
Running QueueMetrics / MOVED: outboun calls
« on: February 19, 2009, 09:43:42 »
This topic has been moved to Outbound and QueueMetrics.
http://forum.queuemetrics.com/index.php?topic=455.0
http://forum.queuemetrics.com/index.php?topic=455.0
2115
Running QueueMetrics / Re: Quality Assessment
« on: February 18, 2009, 17:03:30 »
You should go to the "QA: Forms" page -> click on "Edit items" -> create a new entry.
Then go back to "QA: Forms" page -> select a form -> click on the "people" icon -> add the new entry.
Note that forms with data on them are not editable; try and create a new form from scratch.
Then go back to "QA: Forms" page -> select a form -> click on the "people" icon -> add the new entry.
Note that forms with data on them are not editable; try and create a new form from scratch.