Messages

46

QueueMetrics installation / Re: Upgrade from 1.5.3 to 1.5.5 - can not monitor calls

« on: November 13, 2009, 13:45:17 »

You mean you click on the "little telephone" icon?

There is no telephone icon - only the wand.

-Barry

47

QueueMetrics installation / Upgrade from 1.5.3 to 1.5.5 - can not monitor calls

« on: November 12, 2009, 15:05:45 »

Just upgraded from 1.5.3 to 1.5.5 and in the realtime page I can no
longer listen in to ongoing calls.

The only icon that appears is the "wand" but it does nothing. Looking at
the page source it looks like the monitor icons should show up, but it
does not.

The Ajax page seems to work ok.

-Barry

48

Running QueueMetrics / Too much logging to arch_syslog

« on: November 12, 2009, 10:27:52 »

Hi,

Is there any way to disable logging to arch_syslog, even for specific classes of user? We have a good few wallboards running which do API calls as a robot user, and this is generating a HUGE amount of entries (like 25 per second!)

Total waste of resources for my purposes.

Thanks

-Barry

49

General Asterisk configuration / Re: Problem with live call monitor QM 1.5.1 and Asterisk 1.6

« on: April 24, 2009, 12:13:12 »

Answering my own question.

Asterisk 1.6 (AMI 1.1) has a new Originate privilege, so you need to change manager.conf for the queuemetrics manager user and add originate to the write privileges.

Might be worth making a note of this in the docs.

-Barry

50

General Asterisk configuration / SOLVED: Problem with live call monitor QM 1.5.1 and Asterisk 1.6

« on: April 24, 2009, 11:57:42 »

Hi,

Running Asterisk 1.6.0-svn, the live call monitoring does not work. Same setup works fine with 1.2X and 1.4X

Running debug on asterisk, all I see is:

[Apr 24 10:50:38] DEBUG[5303] manager.c: Manager received command 'Login'
[Apr 24 10:50:38] VERBOSE[5303] logger.c:   == Manager 'queuemetrics' logged on from 192.168.9.42
[Apr 24 10:50:38] DEBUG[5303] manager.c: Manager received command 'Originate'
[Apr 24 10:50:41] VERBOSE[5303] logger.c:   == Manager 'queuemetrics' logged off from 192.168.9.42

...There is no evidence of Asterisk seeing the request for extension 11 or 14 @queumetrics context, and there are no errors showing on the QM side.

Any ideas? 1.5.1 is supposed to support AMI 1.1

Thanks

-Barry

51

General Asterisk configuration / Re: QueueMetrics and Real-Time Asterisk

« on: April 01, 2009, 17:09:26 »

Hi,

I have ARA realtime queue_members quite well integrated with QM.

In Asterisk 1.4 you can have static queues, but with Realtime members, so what I do is statically create the queues, but leave the members to Realtime. I have a small PHP script which runs via cron (although I am looking at a way to trigger this) which queries the QM database to see which agents are in which queues, and at what penalty, and writes this information to the ARA database.

This way, the callcentre managers can move agents into and out of queues totally within QM, and Asterisk is automatically updated. This ensures that QM and Asterisk are always in sync, and puts the power in the hands of the managers as far as which agents are in which queues.

I do intend to release a Howto on this for anyone interested, but at the moment I am just finishing up getting rid of the use of AgentCallbackLogin, as it is depricated in 1,4 and gone in 1.6. This job, which I was dreading, has actually turned out much better than I had hoped, and results in a better system I think.

Regards,

-Barry

52

Running QueueMetrics / Using Oreka for call recordings

« on: March 24, 2009, 14:53:02 »

Hi,

I have installed the latest (SVN) GPL versions of oreka - orkaudio, orktrack and orkweb, and am using QM 1.5.1

oreka is working OK (nice to have recording offloaded from Asterisk!), but in the QM manual, it says I need to have the tables orktag, orksegment, orktape, orkservice, orktagtype. However, the tables orktag and orktagtype do not exist.

The manual states that the GPL version can be used, but I am wondering if this maybe is not the case...

Anyone know how to get the GPL version of oreka working with QM?

Thanks

-Barry Flanagan

53

Scripting QueueMetrics / Re: Question on RealtimeDO.RTRiassunto

« on: January 16, 2009, 13:22:45 »

In any case, if you can see the details of each single queue in the Realtime page, you should be able to access those right from the XML-RPC interface as well.
 

Yes, but that is the crux of my problem. Whereas in the QM Realtime page, if I have an aggregate queue which contains 6 queues, I see the correct number of available agents for each queue. However, if I query these same 6 queues via XML-RPC I am only given the "all selected" information, and if I query each queue individually I am given the wrong information, because it is showing agents free but they are in fact busy in another queue.

This would be solved for me if, when I query by XML-RPC a group of queues, that the result returned included the details of each queue I requested, rather than simply  the "all selected" summary.

-Barry

54

Scripting QueueMetrics / Re: Question on RealtimeDO.RTRiassunto

« on: January 15, 2009, 12:59:34 »

You could pull information from the aggregate queue and integrate it wit queue-by queue data when needed.

Yes, but that doesn't really change the fact that Queuemetrics should really not be reporting that there are 5 agents available for a queue when one or more are on a call and therefore NOT available.

-Barry

55

Scripting QueueMetrics / Re: Question on RealtimeDO.RTRiassunto

« on: January 14, 2009, 12:21:20 »

You should be doing a separate query for each queue. It's not 100% sure that all reports are simply additive, meaning that it's not always true that f(A+B) = f(A) + f(B).

OK, that is what I am doing as a work-around. There is a problem with this, however. I have 5 queues, each with the same members. If one agent is on a call, that shows up on the queue he is taking the call from, so I get 4 agents ready, and one on a call. However, all of the other queues still show 5 agents ready, which is not the case because one agent is on a call, albeit on a different queue.

Is there any fix for this?

-Barry

56

Scripting QueueMetrics / Question on RealtimeDO.RTRiassunto

« on: January 13, 2009, 18:20:22 »

hi,

If I do a query on multiple queues using, for example:

$params_rt = array(
     new XML_RPC_Value(411|412|415|418),
           new XML_RPC_Value("wallboard"),
           new XML_RPC_Value("XXXXXXXX"),
           new XML_RPC_Value(""),
           new XML_RPC_Value(""),
           $req_blocks_rt
       );

It returns an array which only lists the agents/calls for "all selected" queues, like the output below. However, I want to be able to access the details of each individual queue separately - how can I do this?

[RealtimeDO.RTRiassunto] => Array
        (
           

• => Array

                (
                   

• => 
[1] => Queue 
                    [2] => N. agents
                    [3] => Ready agents
                    [4] => On pause
                    [5] => Unk
                    [6] => Bsy
                    [7] => N. Calls waiting
                    [8] => On phone inbound
                    [9] => On phone outbound
                )

            [1] => Array
                (
                   
• =>
[1] => all selected
                    [2] => 51
                    [3] => 48
                    [4] => 3
                    [5] => 0
                    [6] => 0
                    [7] => 0
                    [8] => 0
                    [9] => 0
                )

        )


Thanks,

-Barry Flanagan

57

Outbound and QueueMetrics / Re: Agents on Outbound call still show as available in other queues

« on: November 27, 2008, 18:27:16 »

Yes, I do route to the Agent/XXX interface.

No,. they do not show up as "in use" on QM.

If I monitor the Outbound queue, they show up as in use. If, however, I am monitoring one of the other queues to which they belong, they are shown as available.

-Barry

58

Outbound and QueueMetrics / Agents on Outbound call still show as available in other queues

« on: November 27, 2008, 17:22:39 »

Hi,

Using dynamic agents on Asterisk 1.2.26 with QM 1.4.7

If an agent is a member of several inbound queues, as well as Outbound using queueDial.agi, when they make an outbound call they still show up both in Asterisk and QM as being available.

How can I get Asterisk to know that the agent is on a call?

Thanks.

-Barry Flanagan

59

Scripting QueueMetrics / Re: Wallboard Example script

« on: February 15, 2008, 10:54:27 »

Another problem I found was:

$params_rt = array(
           new XML_RPC_Value($queuename),
           new XML_RPC_Value("USER"),
           new XML_RPC_Value("PASSWORD"),
           new XML_RPC_Value(""),
           new XML_RPC_Value(""),
           $req_blocks_rt
       );

Where $queuename was $queueid but after changing it to $queuename it worked for me... no idea why.

That's because you took out the switch statement:

// Set which queue you want to default to when none is specified
$defaultqueue = 'verification';

// Allow seting of the queue to monitor, and the refresh time.
isset($_REQUEST['refresh'])?$refresh = $_REQUEST['refresh']:$refresh=120;
isset($_REQUEST['queue'])?$queuereq = $_REQUEST['queue']:$queuereq=$defaultqueue;

// Depending on which queue was requested, set $queueid for passing to queuemetrics.
switch ($queuereq) {
  case 'verification':
    $queueid = "301|310|311|312";
    $queuename='Dublin Verification';
    break ;;
  case 'inbound':
    $queueid = "401|402|403|404|405|406|407|408|409|410|411|412";
    $queuename='Inbound';
    break;;
  case 'outbound':
    $queueid = "Outbound";
    $queuename='Outbound';
    break ;;
}


I use this so that I can pass a queue GET parameter such as "inbound" which then sets
$queueid= "401|402|403|404|405|406|407|408|409|410|411|412";

which contains the real Asterisk queue names separated by pipes, and also sets $queuename for display at the top.

-Barry Flanagan

60

Scripting QueueMetrics / Re: Wallboard Example script

« on: December 22, 2007, 12:50:54 »

I'm unable to get this script to work.
I receive this error:

Fault Code: 5 Fault Reason: Didn't receive 200 OK from remote server. (HTTP/1.1 302 Moved Temporarily)

My guess is its looking for "/$qm_webapp/xmlrpc.do".  I tried looking through all of the queuemetrics directories but I'm cant find it anywhere.

Any ideas?

No idea. Are you using a very recent version of QM? The XML-RPC only kicked in in later versions.

-Barry